MyHeritageReviews 6,278

My Heritage Support.
Dear David
I appreciate your product and your company, and I have enthusiastically referred my family and friends to your company. This is the first time I've called for support for any technical issue, and I am relieved to have received excellent customer service. Good people and solid values still exist!
We would like to thank you for the extension, and I will be on touch with you before the renewal date to ascertain the best plan to continue our relationship.
Talking briefly about My Heritage Experience it really has really been an exciting and enlightening experience to have signed up and explored the avenues and lives of both my wife's and my family.
My wife's family go back over 200 years to Russia and Ukraine and history repeats itself with the situation there.
My Family, on my father's side to 1150 Worms, Germany.
My Mothers side 1600 Finland. Unbelievable. Nobody was aware of this history!
We are really hooked on MY HERITAGE.
Looking forward to talking prior to the renewal date.
Kindest regards and thank you.
Peter G.
Toronto.

I ordered a DNA kit for my 94 year old grandfather (which i manage from my account). We followed the instructions, activated and posted the kit via post more than 3 months ago. There has been no notification of receipt from the lab. Additionally my grandfather was charged $150+ for a subscription to their site following a 'free trial' he had no knowledge of. I rang my heritage to try explain the situation and request a refund and was only able to leave a voice message. They never returned my call. I emailed (twice) with no response. I am furious. We have spent close to $300 and there has been no product, no results and NO customer service.do not recommend!

Satisfied user for several years and recommend, however when rare problems do occur it takes too many days before someone replies to the issue posted. That being said, once customer service does contact you, the tech people are quick to diagnose and offer solution. Kudos to the My Heritage Customer Service team!

Total skam! Nobody answer to my email, and no contact number. 180 EUR they not want to refund! Skamers

My family tree I have worked on for decades was altered. Names were changed from birth names to who knows. Daughters in law we changed to their mothers in law. When I complained I was told that there was "theorized genealogy"! Do not trust these people. I have no clue what they are up to. The person I dealt with "Daniel" was incredibly condescending.

After posting this negative review, the company did reach out to me and issued a refund. I just wish it hadn't been such a hassle.

I paid 200.00 for the full access package to Myheritage. Animation feature does not work. Other features work randomly. I've reach out to customer support and just get replies saying "a ticket" has been made for my issue but they aren't doing anything to fix the animation problem. I've found this to be a total waste of money.

I bought a yearly subscription for information that basically readily available online. After two months, my subscription disappeared and i had no one to talk to. I had to resubscribe thinking it would find my subscription but it just charged me again. My DNA kit took two months to arrive and the kit that arrived had a different number than the one on the website. The number on the kit is not recognized and when I called them they said I would be put as a priority call and would get an answer in two days. After a week I sent them another message and they replied saying I should go to whoever I purchased it from. I showed them proof i bought it from them and they claimed I gave mine away as a gift and received this kit from another source (?!).
TL:DR, they made a mistake with my kit number and are refusing to recognize it now, they charged me twice for subscription. SCAM!

Keep away!
Even if you've cancelled your free of charge test period, they will subscribe you for a full year and collect the money. When you try to get the money refunded using their "30 days money back guarantee" they don't respond! I've tried contacted all of the support staff I could get information on:
John.vipsupport [at] myheritage.com,
Rafael.vipsupport [at] myheritage.com,
Felipe.vipsupport [at] myheritage.com,
Nikolina.vipsupport [at] myheritage.com,
Shane.vipsupport [at] myheritage.com,
Barry.vipsupport [at] myheritage.com,
But there is no response!
I have now contacted the head of customer service, Yakir Lasry, directly to get my money back.

And to any costumer supporter who suddenly wants to "help out" responding to this review with "Please contact os at whatsyourface. Vipsupport[at]myheritage.com, so we can you help you out"...: Don't ask me to write to you and waste my time, when you clearly don't respond! Go through your emails and respond to the emails titled "Refund", or find my mails by searching for the line: "I would like to use your money back guarantee and get a full refund on my yearly subscription"
I've already send you several mails about the matter!

Chaim was very helpful in guiding me with my gedcom problem. Due to authorization problem, my question could not be resolved.

I ordered the DNA test kits and they never came. Tried to get ahold of customer support and could not. I sent an email and left my contact information and concerns about being billed for the tests that I never received.
I will have to dispute the charges with my bank.
Bad bad service.

Recently I went back to MyHeritage website to look at the DNA test results, and was not able to find it. The web site is do overloaded by publicity and the help/search function is useless. Unfortunately, MyHeritage seems too focused on making money but forgetting that money is earned by good service

Have received nothing back. It's extremely difficult to get in contact with customer service to find out what happened. Pretty disappointed as I wanted to discover who my biological family is

I would give this company a negative 5 star review if it was available. Their business model is pure hucksterism. They offer you a special price on a basic dna testing kit and a free two months subscription to their website. The subscription starts when you order the dna kit and is running while you await the results of the dna test (which has now been out for over 2 months) at which point your free subscription expires and you are charged $162.00 for the joy of learning nothing. When I tried to get a refund they gave me the boiler room move of saying "a manager will be in touch within 24 hours." I insisted on speaking to a manager right away and they repeatedly foreswore that they were all very busy taking phone calls in a call center in India. The call never came and so I called the next day - this time to a call center in Guatemala. Same schtick: "a manager will be in touch..." Not having it, I'm calling the AG and I will not hang up until a refund is processed into my account. (Having worked in a call center I know they cannot hang up until you terminate the call. Professional hint.) Presto, the refund is processed. And I still have not received the results of my dna test. Tank this company.

Kristina from My Heritage called me right away. I was unsure whether to open several family trees or just one. Kristina was very helpful and answered all my beginner's questions. So I feel happy and free to continue the work on my family tree. Thanks a lot for your help. All the Smart Matches are just wonderful!

Their data base in USA is not as broad, nowhere near as broad as Ancestry.com. And they cost $$$ 3 times as much as ancestry.com. Do not use this for your DNA genealogy you will be disappointed.

No advisory email in advance of subscription renewal. Have asked for refund. Very, very disappointed.

Worst customer service in my experience. My parcel is stuck in another city, and I can't get through to the support service for more than a week - no one answers. I wrote to the support service email - no answer, they gave me a second email through the application in the comments - the same situation. I do not recommend

I created account there one month ago, and choosed a free subscription which is shown in my account. Then I bought two DNA kits there. After one month they charged 121.77 euros from my bank account. I didn't make any purchases or subscriptions from MyHeritage that day. So, they stole money.
As for now, I don't know if they will stole more money, as they have my bank card details. And for sure I can't trust data they provide, as I see their main goal to stole money from customers.

Today I've got a happy e-mail that stated that they charged me 190 eur for annual subscription. Wow. Congratulations on easy money! When I ordered DNA kit They offered one month trail access to their database. I believe, the period will start after they provide the results (what´s the point to have an access without knowing what you are looking for?). Within 4 weeks they were not able to provide DNA results, but were happy to charge for annual (!) subscription. Honest business would send a letter couple days before the end of free trail, asking if I like the service and if I would like to continue using it, but these guy seem to be happy having easy money giving nothing instead.
For me it´s a big red flag that this business is not reliable. They just want easy money and don´t care about the reputation. So now I can enjoy for one year the service I don´t need, sharing my experience with my friends and colleges. You´ve got my 190 eur, but you lost your reputation.

Updated 25/06/2023:
After posted this comment, I was contacted by My Heritage. They offer me a full refund (or discount), which I've got pretty fast, literally within hours after I said yes, I want a refund.
And another thing worth to mention: The next day they withdrew money for the subscription, I've got a result for my DNA test.
So no conclusions, facts only