FamilyTreeDNA レビュー 245

FamilyTreeDNA からの回答

2026年4月15日

We’re very sorry for the long wait and understand how frustrating it is to not have clear answers after 15 weeks.

While our team works hard to keep customers informed, we recognize that the communication you’ve received has not been as clear or helpful as it should be, and we sincerely apologize for that experience. Your feedback is important and helps us improve how we communicate during delays like this.

We have sent you a request through Trustpilot for your contact information so our customer support team can reach out to you directly, review your case in detail, and provide a more accurate update on your test.

We truly appreciate your patience and the opportunity to make this right.

FamilyTreeDNA からの回答

2026年4月13日

We’re really sorry to hear about your experience and understand how frustrating this must be, especially after waiting so long without a resolution.

This is not the experience we want for our customers, and we want to make sure this is properly addressed for you. We have sent you a request through Trustpilot for your contact information so our customer support team can reach out to you directly and investigate what happened with your kit and the replacement.

We appreciate your patience and the opportunity to make this right.

FamilyTreeDNA からの回答

2026年4月10日

Hi,

We’re really sorry to hear about your experience. We understand how important these results are, especially when they relate to meaningful family questions, and we recognize how frustrating delays and slow responses can be.

While most FamilyTreeDNA mtFull Sequence Test results are completed within the estimated 6–8 week timeframe, there are instances where processing can take longer due to factors such as sample quality, additional lab review, or temporary backlogs. That said, you should have received clearer communication and more timely support throughout this process, and we sincerely apologize for that.

We would really like to look into your specific case and provide you with a clear status update. We've sent a request via Trustpilot for your contact information. Once we receive it, someone from our customer service department will reach out to you.

Thank you for your patience and for bringing this to our attention. We’re committed to getting you the answers you’re waiting for as quickly as possible.

— FamilyTreeDNA Team

FamilyTreeDNA からの回答

2026年4月10日

Hi,

Thank you for taking the time to share your experience. We’re truly sorry to hear how frustrating and time-consuming this process was for you. Waiting that long to get started is not the experience we want for our customers.

Shipping biological samples internationally can sometimes be complicated due to country-specific regulations and customs requirements, which can vary and change without notice. While we do provide documentation and guidance, we recognize that in some regions, including parts of Europe, customers may still encounter unexpected challenges.

We always recommend accurately describing package contents in accordance with local and international shipping regulations. At the same time, your feedback is important and highlights an area where we can improve clarity and support for our international customers.

We are actively reviewing ways to make this process smoother, including evaluating additional guidance and potential alternative shipping solutions where possible.

If you’re open to it, we’d appreciate the opportunity to learn more about your specific situation and see how we can help. We've sent a request for your contact information via Trustpilot so someone from our support department can reach out.

Thank you again for your feedback. It helps us improve.

-The FamilyTreeDNA Team

FamilyTreeDNA からの回答

2026年3月26日

Thank you for the positive feedback!

FamilyTreeDNA からの回答

2026年3月26日

Thank you for your feedback—we’re really sorry to hear about your experience and understand why this would feel frustrating.

We’ve requested your contact information so our team can reach out to you directly and look into your specific case. We want to make sure we fully understand what happened and resolve this for you.

We also want to clarify that we do not provide “inconclusive” results. FamilyTreeDNA offers different types of DNA tests—autosomal (Family Finder), Y-DNA, and mitochondrial DNA—each designed to answer different kinds of family history questions. In some cases, if you’re trying to explore a specific lineage (for example, direct paternal or maternal lines), a different test type or a higher-resolution upgrade may be recommended to provide more detailed or relevant insights.

This doesn’t mean your original test was inconclusive—it means there may be a better-suited test for the goal you’re trying to achieve. It sounds like there may have been some confusion, and we’d really like the opportunity to review your order and results with you.

FamilyTreeDNA からの回答

2026年3月26日

Thank you for your feedback, and we’re sorry to hear that the results did not meet your expectations.

Y-DNA tests focus on your direct paternal line all the way back into deep ancestry, but for those more interested in genealogically-relevant information, their main purpose is to identify matches with others who share a common ancestor on that line.  DNA testing will reveal connections back to those common ancestors, but you need traditional genealogy evidence to give their names and details about their lives.  When your matches are too far back in time that there is no traditional genealogy evidence, you at least know the connections exist which might give you more general information about your origins but clearly not the answers you were looking for. 

You might get good advice about next steps from a surname project in the FamilyTreeDNA Group Projects network for your surname, if one exists; these are staffed by usually knowledgeable volunteer administrators and are free to join.  For customers looking for more detailed insights, such as a more precise haplogroup, deeper ancestral origins, or more detail about how they are related to their closer matches, a more advanced test like Big Y offers significantly higher resolution by analyzing many more markers.  Or in many cases people find closer matches by asking suspected distant relatives to test for comparison to their own test.  And it regularly happens as well that closer matches test by chance so ensure your account settings are set to notify you about new matches. 

To help you better understand and get the most from your results, we recommend exploring our educational resources, including our help center, blog, and Rootstech videos, which explain how Y-DNA testing works and how to interpret your matches and origins.

We appreciate your feedback. Please feel free to reach out to our support team for further assistance.

FamilyTreeDNA からの回答

2026年2月12日 に更新

Thank you for taking the time to share your feedback. We understand how concerning situations involving personal data can be, and we appreciate the opportunity to clarify what occurred.

After reviewing your account and our correspondence, our records show that we received an email from you requesting the deletion of your DNA data. In our response, we explained that once the deletion process began, it would become irreversible after five days. You replied confirming that you understood this and wished to proceed.

We did not receive any additional communication until more than seven days later, at which point the deletion process had already begun and could no longer be reversed.

We take the privacy and security of our customers’ data very seriously and would never delete DNA data without an explicit request and confirmation. While we recognize that this outcome is frustrating, the actions taken were based on your written request and confirmation.

If you have further questions or would like to discuss this matter, we encourage you to contact our support team directly so we can assist you further. We are always committed to reviewing concerns carefully and improving our customer experience.

FamilyTreeDNA からの回答

2026年2月12日

Thank you for sharing your honest feedback. We understand how disappointing it can be when results don’t meet expectations, especially when you’re hoping for clear and detailed insights into your ancestry.

FamilyTreeDNA’s regional estimates are built using a different scientific methodology than some other testing companies, with a strong emphasis on population genetics and long-term research. As a result, our regions may appear broader, particularly in areas where genetic overlap between neighboring populations is historically complex. While this approach prioritizes accuracy over over-segmentation, we recognize that it can feel less intuitive for some users.

We’re actively working to improve the Family Finder experience, including enhancements to our population reference data and reporting. Additional updates are planned for later this year, and we’re excited about the added clarity they will bring.

We truly appreciate your feedback, as it helps guide ongoing improvements. If you have specific questions about your results or would like assistance interpreting them, our support team is always happy to help.

FamilyTreeDNA からの回答

2026年1月20日

Ciao — ci dispiace davvero per i problemi che hai riscontrato e per la mancanza di risposta. Comprendiamo quanto sia frustrante, soprattutto perché il kit era destinato a un regalo.

Abbiamo chiesto a un membro del nostro team di esaminare il tuo caso e ti contatteremo direttamente per aiutarti a risolvere la situazione il prima possibile.

Per la tua sicurezza, ti consigliamo anche di rimuovere il numero del kit da questa recensione pubblica. I numeri di kit/ordine non dovrebbero essere condivisi pubblicamente perché possono essere collegati a informazioni dell’account. Se possibile, elimina il numero qui e condividilo con noi in privato quando ti contatteremo.

Grazie — apprezziamo l’opportunità di rimediare.

FamilyTreeDNA からの回答

2026年1月20日

Thank you for taking the time to share this. We’re sorry for the confusion and the experience you’ve had so far. We completely understand how frustrating it feels to pay for testing and not immediately know where to find results or what’s happening next.

We’ve sent you a request for your preferred contact information so a member of our team can reach out directly. We’d be happy to (1) review your kit status, (2) confirm exactly where your results will appear in your account, and (3) give you a clearer expectation for when anything still processing will be ready.

A few quick clarifications that may help in the meantime:

1) About the status changing (“Completed” vs. “Analyzing”)
Sometimes a test can move between stages as different parts of processing finalize and reports are published. That shouldn’t feel unclear, and we agree we can do a better job making this more transparent in the portal. We can look at your specific kit(s) and explain exactly what stage each one is in.

2) MyHeritage is not required for your FamilyTreeDNA results
Your FamilyTreeDNA results are not dependent on MyHeritage in any way. We generate your DNA results directly through FamilyTreeDNA, using our own reports and matching database.

We do offer an optional, “nice-to-have” feature that lets FamilyTreeDNA customers link a MyHeritage family tree (or other tree options) to make genealogy work easier—but linking is not required, and it does not delay or change your results.

Regarding the shipping address: it can look confusing, but there’s a simple explanation. FamilyTreeDNA operates its own laboratory, Gene by Gene, and MyHeritage uses our lab to process some samples. That’s why kits from different companies may be mailed to the same lab address—even though the services, databases, and results platforms remain separate.

3) Why we ask for an “Earliest Known Ancestor” (EKA)
This field is optional, and it’s not a “gotcha.” The reason we ask is simple: it helps you and others make sense of DNA matches. Genetic genealogy works best when people can compare matches plus what they know about their family lines. Even if your earliest known ancestor is a great-grandparent, that can still be helpful context.

If you don’t know an ancestor (which is very common for adoptees or anyone with limited family information), you can leave it blank or enter “Unknown.” You won’t be prevented from receiving results.

We’d really like to help you feel confident in what you purchased and in the results you’ll receive. Once we have your contact details, we’ll follow up to walk through your account, explain what you’re seeing, and confirm next steps.

— FamilyTreeDNA Support Team

FamilyTreeDNA からの回答

2026年1月20日 に更新

Thank you for sharing your contact details so we could investigate.

After reviewing the information you provided, it appears your purchase was made on a fraudulent website that is not affiliated with FamilyTreeDNA (the domain used was familytreedna.ae). Unfortunately, we do not sell through that site and we’re unable to access or fulfill orders placed there. Our only official website for purchasing kits is familytreedna.com.

We’re truly sorry this happened to you. We’ve already emailed you directly with the recommended next steps (including how to pursue a refund and how to report the transaction), and we’re here if you have any questions or need additional documentation to support your dispute.

—FamilyTreeDNA Support Team

FamilyTreeDNA からの回答

2026年1月8日

Thank you for taking the time to share your feedback. We sincerely apologize for the delay and the frustration this has caused. This is not the experience we aim to provide, and we are committed to resolving this for you. A member of our team will be reaching out to you shortly to address the issue and make things right.

FamilyTreeDNA からの回答

2026年1月8日

Thank you for taking the time to share such detailed feedback. We’re sorry to hear that your experience with your Big Y results did not meet your expectations or research goals. We understand how important clear interpretation and guidance are, especially when working with complex or underrepresented branches.

We’ve sent a request through Trustpilot for your contact information so that a member of our customer service team can reach out to you directly with helpful resources for understanding your results and navigating our reports. We appreciate you sharing your perspective, as it helps us identify where we can improve support and clarity for our customers.

FamilyTreeDNA からの回答

2025年10月28日

Thank you for taking the time to share your experience. We completely understand how frustrating it can be when something important in your account isn’t working the way it should.

We’ve requested your contact information from Trustpilot so we can reach out directly and look into this issue with you. Our team is also continuing to work with MyHeritage to address the bug affecting the Home Person setting and to improve the overall integration experience.

We truly appreciate your patience and the chance to make this right.
FamilyTreeDNA

FamilyTreeDNA からの回答

2025年10月29日 に更新

Hi, I’ve spoken with our Customer Service team, and they’ve confirmed that your issue has been resolved. Thank you for giving us the opportunity to assist — we’re so glad everything has been sorted out and truly appreciate your patience throughout the process.

If you’re happy with the resolution and the support you received, we’d be grateful if you’d consider updating your review to reflect your experience after the issue was resolved. Your feedback helps us continue improving and providing the best possible service for our customers.

FamilyTreeDNA

FamilyTreeDNA からの回答

2025年9月22日

We’re sorry for the delay in our customer service response and any frustration it may have caused. We’ve sent a request for additional information so we can look into this further and help resolve the issue as quickly as possible.

Thank you for your patience — we’re here to help.