Company Details

I spent a considerable amount for the full DNA sequencing. I literally saved up for this and spent my savings. I was hopeful I could get answers. This was last September. I still don’t have results. The company upgraded me to an expedited test kit 4-6 weeks and it’s still not processed. At this point I want a refund and I’ve requested it several times. It’s a kick to the gut to get emails celebrating rare disease day and also all the promotions they give new customers, when I’m still waiting for results. There’s a new kit promising results in 2 weeks. I’ve requested that as a solution. I haven’t had an email response in weeks.

Predatory billing. They signed me up for a subscription, and I had them cancel it. They apologized and refunded me. Then I find out that they signed me up for a different subscription. When I emailed them, they told me to go in and cancel the subscription with detailed steps. However there is no option to cancel. The only option is to upgrade to an even more expensive plan. So I called to try to speak to a human about how ridiculous this all is, but there is no one there to answer the phone. So I need to call my bank and talk to them about halting payment to these grifters. Unprofessional, and will steal your money

To begin, they received my sample 15 Aug 23 (I followed all directions and had it done by my sister who is a 30 yr RN just to be sure it was done right) and didn’t get results until 2 Feb 24. I was given the premium genome explorer plus access to compensate for the extreme delay and that was interesting. I didn’t realize it would only be for a month. The reason I did this test was to check for breast cancer risk due to many family members having it. Of BRCA1, 25 lines, 13 had no data. BRCA2, of 86 lines, 23 had no data. In truth I could have gotten as much information from the free apps online and my old ancestry DNA raw file. Of the 30K genome sequences advertised, I only obtained 21.2K. I highly suspect degradation of the sample due to the length of time waiting for processing, to be the primary factor. Overall, I do not believe that the service provided was sufficient.

I had a couple of questions related to my order. I sent an email to support and was shocked to receive a reply in less than an hour! Ken answered that question and through several additional email messages, he answered every one of my questions immediately. He was patient, courteous, and professional throughout. You are fortunate to have such an outstanding employee!

Promised whole genome sequencing at 30x and provided low quality data containing errors, missing genes, and low coverage. Sequencing has not found a resolution for the issue and provided any updates 1 month after being notified. Update: Sequencing is quicker to respond to public reviews than to support issues. Despite their response below, they have not provided a solution yet and my latest questions to support have not been answered in 1 week.

Extremely disappointing service. Do not waste your money here!!! I have been waiting over 24 weeks now for my results and still have no results and NO UPDATE. I've contacted support numerous times and I keep getting told they have no way of knowing when the lab will have the data ready. They should use better labs or more of them if they can't provide the service promised to customers. Avoid at all costs unless you want to waste your money!

I was really excited about what sequencing seemed to offer after researching many companies before choosing them! But it’s now 22 weeks since my kit was received, and I’m still no where near receiving my results according to their tracker. Customer service say they’ll keep me updated and prioritise my results, but then never actually update me. It’s now been nine weeks since I first contacted them and I still don’t know when I might receive my results. Update - nearly 26 weeks - still don’t have my results and customer service say they can’t tell me when I will receive them. They have been stuck at the current stage for months. Starting to wonder if I’ll ever get them. I did receive a partial refund and a marketplace credit, which I am thankful for, but as I said to customer service I actually just want my results!!

UPDATE: After the long wait, the kit was ‘not successful’ due to it not meeting QC… absolutely do not recommend. This company takes forever and the kits are really expensive. They’ve had my test for almost 4 month and it says it may take 5 more weeks…. I’ve never had an experience like this. I would suggest researching competitors.

Ryan was quick and responsive. Immediately helped me figure out why I couldnt access a file and walked me through how to access what I needed. As a general comment, every time I have reached out to the Sequencing team, they have responded within 24 hours (normally less if its business hours) and have been kind, helpful, and supportive. I will agree with what I had heard before I opted to go with this company... their customer service is way above the bar. Thanks!

Fascinating. I’m so glad I took the plunge! When you return your kit, depending on their workload, it can take 4 months to receive results. Already diagnosed with a rare disease, it was interesting to find that I had a different subtype under the same ‘umbrella.’ I also found out why I had various other medical issues. It’s great that you can pick and choose what you then do with your results, via the marketplace. Customer service are helpful even when I ask daft questions….

Aangezien wij in Nederland niet de optie krijgen om een gehele sequencing te ondergaan op zoektocht gegaan. Via google mij goed georiënteerd en door de reviews in combinatie met een schappelijke prijs gekozen voor sequencing.com. Tijdens het proces van het bestellen, ontvangen en sequencen geweldig geholpen door het team van sequencing.com met mijn vragen. Ze reageren behulpzaam, snel en eerlijk hiervoor wil ik hen dan ook graag bedanken!

Your company/lab was the first that made me part of the entire process by keeping me in the picture. With constant updates, I could follow alone in the process of sequencing at all times. However, I thought I would receive one report of the results not having to pay extra to see some of the generated results. Just wished I knew that up front.

Logan, who helped me, was very prompt and informative. I give him five stars. But because my problem has not yet been solved (his "team" has to fix a problem which could take up to a day), I've knocked off one star. I hope by tomorrow, I'll have a five-star experience.