ComplaintsforThe DNA Company Inc

• Initial Complaint

  27/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Genomic 9 week discovery program purchased Sep 22. Not as advertised and not within timeframe. Coach left and replaced by inadequate replacement. Constant delays and failure to answer E-mails. Invoked money back guarantee 9 Jan 23 and nothing but stalling and obfuscation since. Utterly unprofessional in handling complaint, communication and record keeping. ********* **** ** ******* ***** **** **** ******* *** **** *********** **** *** ******* *** ****** **** *** ******* *** ** **** **** *** ******* **** **.

  Business response

  10/04/2023

  We have spoken with this consumer dozens of times.  We have asked her for details in order to refund her fee.  She has refused to help in assisting us to issue said refund.  We have documentary evidence to support this and have tried to resolve this.  We cannot refund what we cannot find.  I needed the last four digits of her credit card.  She refused.  We asked for the order details.  She refused. I cannot help someone so opposed to helping herself.

  Customer response

  16/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I have already supplied E-mail history to BBB and the DNA Company showing the detailed history of this company's refusal to honour the money back guarantee from 9 January 2023 onwards, including payment details with repeated delays and obfuscation and umpteen people involved. On 3 March I gave her the order number, the first time she asked for it, and date, but she has still not paid up. Client Care clearly knew what I was asking for a refund for and then it all stalled yet again when ***** **** got involved. I also sent a scanned copy of the order with my E-mail of 9 January.  On 3 March she wanted "background", not order details, which I refused to repeat since I had sent a detailed complaint on 3 January and this had been accepted and my decision confirrmed twice for a refund and I yet again sent a copy of the order, but kept referring to a lab kit which was not the order!
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  14/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the DNA kit on October 24th, 2022 for $300. It took about 6 weeks to receive my results back. The reason why I decided to make this investment was to find out more about my DNA, to learn more about my health and genetics. When I received the results, I could not believe how inaccurate their findings were. I did not learn anything new about myself and my test results was so inaccurate. I reached out to their customer service and asked for a refund, but they refused to, stating that once when the results are processed there are no refunds. I explained that their analysis of my "DNA" is completely wrong and that I did not receive any value for the money I spent, but they still refused to issue a refund. I feel like they are selling air, and the same results are sent to everyone. For example, the test says that I need to stop snacking, I never snack. That I don't care about having a job that requires challenge and innovation that I am happy with the status Quo. I always pursued jobs that are exciting and inspiring. The test says I am an introvert, I could not be more social. It gives me recommendations to take supplements that I have been taking for a year. The bottom line is I wasted my money and received no value.

  Business response

  22/12/2022

  Good afternoon *******,

  We have received your complaint and have been in contact with you through our Admin and Client Care departments in efforts to resolve the matter.  While your feedback is much appreciated, we are looking for an opportunity to arrive at a reasonable outcome.  Our goal is to provide optimal service to our clients, education, and a superior product.

  The product was delivered within the timeline specified as normal.  The results, which we stand by after years of research, testing, and product development, are true and accurate.  We've made attempts to connect you to our coaching team to help you review your results and give you a better understanding of functional genomics, and your report specifically.  As you have declined our offers to receive additional support, we have noted the Refund Policy posted on our website for what you would be entitled to for reimbursement.  We have also referenced the sample report that is posted online for clients to view before making their purchase.  This ensures they are fully aware of what they receive for their investment. 

  A partial refund has been approved by our team.  As per our return policy, once a kit has been shipped, used, and processed at the lab/reports delivered, there is only the amount accounting for the report that can be reimbursed should a client be dissatisfied with the product.

  I hope we can continue our correspondences to achieve results desirable for both parties.

  Best wishes for the holidays, and I look forward to connecting.

  Sincerely,

  Office Administrator

  The DNA Company

• Initial Complaint

  15/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid and send my sample in. I received an email stating it was received May 5, 2022. I've been calling and emailing for 2 weeks to find out when I can expect my results. Its now Jun 15. Customer service is outsourced and after 2 weeks of rediculous non-productive communication. They send me an email assuring me they did find my sample. Still no info on when I get the results and its impossible to reach the company directly. For over a week, they told me they couldn't find my sample and that the email I'd received confirming they had it was an automated email and meant nothing. After a week, they found it! They still have no answers on when the results are forthcoming. After 6 weeks, are the results even relevant? When you pay over $300 for something shouldn't they let you know if its going to take over a month to get the results?

  Business response

  26/07/2022

  Business Response /* (1000, 12, 2022/07/12) */ Dear *********, We have reviewed your comment regarding your experience with The DNA Company. Thank you for taking the time to voice your concerns. I hope to provide some clarity as to what has occurred with your sample. Your sample was received by our lab on May 6th, 2022. It was logged into a batch and began the process of DNA Extraction. The lab was not able to obtain all of the results (this is a rare occurrence, but can happen), and we had contracted our partnering lab to provide the remainder of the data. Unfortunately that lab has failed to produce the results in a timely manner. Our relationship with them has been discontinued and we have been working to verify your data independently. The process of quality control did incur additional wait times, but now that we have all of your results we are excited to provide you with your 360 Report. Please note that they have been uploaded to your account. Furthermore, you did not get the answers you were seeking when dealing with members of our Client Care Team. The lack of information we had available in this particular case, and our inability to communicate that information to you effectively, has resulted in a poor experience for you. We extend our sincerest apologies for the oversight. Action plans have been put in place with our team for additional training so that they can better address these types of scenarios involving valued clients such as yourself. Our administrative team reached out to you by email on June 15th requesting to set up a call outlining where the process had failed and what our next steps would be. We did not receive a reply from you. We had also not heard back from the last email client care sent to you on Saturday June 25th and the phone call attempts from client care on June 15th. We are sorry we were not able to intervene earlier to connect with you from the management level. Our CEO has been in direct contact with you to present you with a special offer in hopes to correct our shortcomings and account for your time and patience. We look forward to providing your results, extending the 360 Review, and helping you unlock your genome. Kind Regards, **** ***** Office Administrator The DNA Company *****@*************.com X-XXX-XXX-XXXX

• Initial Complaint

  09/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was promised amazing insights to help improve my health through this company's analysis of my DNA. I ordered a kit from them and paid over $300. I ordered the saliva sample kit from this company on September 27, 2021. I received it in the mail on October 12, 2021. I sent my sample back right away. It is now February 6, 2022 and I have not received my reports nor my consultation with a health expert. This company has stopped responding to my emails. Meanwhile, they continue to advertise on social media. ************************************

  Business response

  24/02/2022

  Business Response /* (1000, 5, 2022/02/09) */ Hello. We experienced a perfect storm of problems. At the time this client ordered we had set up a new lab and the global supply chain issued delayed the delivery of a much needed chip. We then got hit with Omicron taking over lab capacity with governments requiring labs to push hard on Covid testing as a priority putting commercial interests like us aside. We finally recovered from all of this and an email is being sent out to everyone that is waiting by tommorrow on how to open their portal and access reports. The reports will be posted shortly thereafter. Regarding our continued marketing, this problem only existed for people who bought in fall/winter 2021. We then set up with a Canadian Government lab to be able to take on tests and right now can guarantee any new customer a regular 4 week turn around. If this client send a sample today he will get his reports back in the regular time. The samples received during the fall/winter season however went to our new lab and had their DNA extracted their and that is where we had to wait for the chip which just arrived in mid january. It has been promised to us by ******** since September and kept getting delayed. ******** is a multi billion dollar company and delayed for months and that speaks to the affect of the global supply chain issue. This is not a ****. We have tested 1000s of people over several years and have significant partners like ************, ********, ******************** and many other who can attest that this is not typical of our experience and was an anomaly due to the perfect storm of problems. We are willing to support the client in any way, but we first want to open a dialogue that confirms that this is not a scam and we are an established company that hit by circumstances that many others also got hit by and were only relaying what we kept being told.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩