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MyHeritage has a rating of 3.3 stars from 3,771 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with MyHeritage most frequently mention family tree, customer service, and support team. MyHeritage ranks 1st among Genealogy sites.
Proactively asks for customer feedback
This company responds to reviews on average within 2 days
I activated and sent my DNA kit on October 1st and My Heritage still has not received it. What's up with that? Where are my results? Also, I tried to submit an inquiry online and still haven't heard back. Horrible service. I just want to see my results. I hope that they didn't lose them.
Date of experience: October 20, 2017
Just a short wait and I was connected with Lisa who was most empathetic. Patiently she worked through my problem and repeated steps when needed. She never left me until she was convinced that my question had been answered to my satisfaction.
Date of experience: February 12, 2018
Tessa aided me, saved so many headaches and sorted all problems with MUCH patience, understanding, care, compassion and knowledge. She was very generous with her time and would not finish until all my queries and changes were completed.
Thank you so much
Date of experience: October 25, 2017
After reading my reviews (the reviews really do have impact), myheritage.com refunded the balance of my subscription fee. I will give it 3 stars because it fix things -- but took a lot of work on my part to get them to act.
Date of experience: March 6, 2023
I have been a myheritage member since 2013. In Feb'22, I paid $157 for an annual subscription. I never really used it and just forgot about it. Then on 2/19/23, a pre-authorization charge of $316 from myheritage.com showed up on my credit card. I immediately went to the site and turned off the plan. And I called their support line to cancel, but couldn't reach them. So I left a message that I had cancelled my subscription and wanted the $316 charge reversed.
I called a few times more and finally reached a person on their support team on 2/27. I explained the situation and that I wanted the $316 back. The person first offered a 10% discount. I declined. Then he offered a 50% discount and again I declined. He said that's all he could do. So I ended up getting charged $158 for this year when I really don't want it anymore.
Tip for consumers:
Don't use them
Products used:
None
Date of experience: March 1, 2023
Comparing my DNA with that of another persons DNA done by another company shows almost no detail.
This company charged $12 for shipping and then sends the kit by first-class mail and a return envelope you have to pay the postage on.
And all you received is a link to show some stupid fancy graphics with music (for emotional effectt?), no detail and 2 more ethnicities which tells you much of nothing.
What a poor service.
Date of experience: August 4, 2017
Dear G. L.
I regret to find that you are unhappy with your Myheritage DNA ethnicity results and overall purcase experience.
The details of your experience is very important to us and plays a big role in developing our product. Therefore your feedback already been forwarded to our DNA department for consideration.
Currently, we do not provide you with postage for your kit's return package and we cannot provide you with how much return shipping will cost.
This is mainly because we give you the option to choose which parcel service and method to return your vials depending on your location and budget.
In regards to DNA research in general, along with our ethnicity estimate, many of our members benefit from other research tools we provide that is integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story.
While DNA matches allow you to research your family up to 6 generations, the Ethnicity Estimate gives you a range of information about where your ancestors lived a few hundred years ago.
I would like to assist you with using the DNA research tools available that comes with your DNA kit purchase.
Please feel free to contact me anytime rafael.vipsupport@myheritage.com, I'd be always happy to help you.
Warm Regards
Rafael
MyHeritage
When at last I managed to get in contact with a service person all my problems were solved within minutes - very good. To other people with contact problems, dont wait for an answer from My Heritage on the phone, but press 1 and let them call you back.
When I am on my way to post this review my old problem came up again - My Heritage will not accept my new e-mail address. I hope the problem is only here and not with my family tree! But sorry: when this time trying to post my review it seems that my mye e-mail address works.
Date of experience: August 18, 2017
Waited for over 2 months for my results to come in but they didn't. 1 month of delay and still no results and apparently the cause of this was a change of DNA chip. False promises and it is especially frustrating seeing how they still promised 3-4 week results while this delay was happening to many customers. I had to get a refund because I couldn't take the delays any longer. Would not recommend this company
Date of experience: March 31, 2019
Dear R K,
I'm sorry to read your low star review. Your concerns about the current delay are absolutely understood. Your feedback about the delay has indeed been escalated. We are aware of the issue and are working to resolve it as soon as possible for many of our members.
As you may know already, we do give an estimated time but the estimate is an estimate and does not reflect issues with samples and how DNA will be processed.
This is why our terms and conditions explain that scientific procedures may sometimes be delayed for a variety of reasons. Testing times may vary depending on lab volume, upgrades, and biological sample quality. Expected result dates are therefore predictions and not a guarantee of delivery.
I can assure you that ultimately, this new top-shelf chip will provide better insight into everyone's DNA research and progress and the value in it is great. It is true that MyHeritage believes that all of our DNA researchers will profit in their research progress ultimately with this new chip.
If you have any more feedback, please feel free to e-mail me directly anytime at rafael.vipsupport@myheritage.com
Sincerely
Rafael
MyHeritage
Platená verzia veľmi pomáha pri výskume a získavaní poznatkov o histórii vlastnej rodiny. Aj verzia zadarmo je užitočná a môžete urobiť rodokmeň z 250 osôb, čo je dostatočné pre priame línie až do roku približne 1700.
Date of experience: August 20, 2024
I wanted to recognize Ordan for delivering an incredible customer service experience. Their level of professionalism and responsiveness was impressive. We can't thank you enough for trouble-shooting and successfully resolving the issue we had with one of the kits we purchased. Receiving a customer service experience this positive is becoming increasingly rare in the consumer marketplace these days. Thank you Ordan for your extended efforts! You are exceptional at your job and we appreciate your pleasant support and quick resolution!
Date of experience: May 28, 2018
I was Having dreadful troubles, as i'd mucked up something in my tree and couldn't solve the problem myself. I was doing everything the Heritage staff were telling me, nothing seemed to help.
To my surprise Heritage had arranged a direct call to me from the tech team. The gentleman Eden was so kind and understand as i'm not very savvy with all this stuff.He fixed my problem and was so kind and patient. I can't praise him highly enough.
Kind regards
Margaret Jose
Date of experience: June 21, 2017
When renewing my membership of MyHeritage, there was some confusion about spelling mistakes and price. After contacting Support, the problems were quickly and resolutely fixed, I must say that
It was great handling, thank you Maja.
Sincerely
Henning
Date of experience: February 16, 2023
They hold your details as it is a family tree. For me they are holding too many details none of which i gave them. I have asked them more than once to remove the surplus details but up to now they have either refused or now they ignore my emails.
Date of experience: March 11, 2010
Emmanuel spent a long time answering all my questions about conflicts between personal books and the family tree. He resolved the issues and showed me how to fix things. Family stories and pictures are my favorite parts of family history, and My Heritage highlights both. The email reminders of birthdays and anniversaries help keep my family connected.
Date of experience: May 16, 2017
This site is CROOKED. I accidentally missed the 14 day trial sign-up and the charged me with out notice. I called to cancel and they offered me "not in their policy" of course a 50% refund. Criminal. Also they don't or won't give out employee last names. So sketchy. SO NOT USE. IT IS A SCAM.
Tip for consumers:
DO NOT USE IT
Date of experience: May 24, 2017
Dear Candace,
I am sorry to hear about your bad experience enrolling in the Myheritage 14 day trial.
Our intentions are not to scam anyone without notice.
For your information, We inform everyone of the charge in question on the automatic e-mail that is sent out after you enroll in the free trial.
It is also important to know that one is able to cancel their free trial at any time by:
Logging in, clicking on your name in the right upper corner of the family site page, and selecting ‘My Purchases’.
Please e-mail me at rafael.vipsupport@myheritage.com so I may locate your account and examine who you spoke with here and assist you with this as soon as possible.
Looking forward to your reply
Rafael
Myheritage
I am pleased that finally additions can be made to my family tree without the constant reminder to upgrade. With my religious affiliation it was my understanding this service was provided without charge. Obviously, I had not properly registered. I thank you for providing the means to correct my concern.
Date of experience: June 19, 2017
I have used this site for 7 years and would recommend using the site for a minimum of a year before you spend money. Compare it to ancestry.com and realize it is a better site.
Really study and get experienced at what is available on the market. Don't be impulsive.
Date of experience: January 31, 2015
The problem I had (lost profile photos) was not solved. I had to start from scratch.
Seems impossible to get in contact with Swedish talking people. I sent a mail with 2 questions almost a week ago. Still no answer.
When confirming matches: why is there still a marking in the profile that I have a match?
Date of experience: August 26, 2018
Dear Jan,
I am sorry to hear you are having issues. Please email me your account ID or registered email address via john.vipsupport@myheritage.com I’d like to assist or escalate this to our Support team on your behalf for follow up. Kind regards, John, MyHeritage Team
Except from being a fantastic and pedagogical site with numerous possibilities I must now also give my credits to the service team. I was a bit upset with the invoicing and the way it was executed, but then I talked to a very friendly woman whom solved it in 1 minute. Truly an asset to the company and my credits to her. I highly recommend MyHeritage!
Magnus Carlsson
Date of experience: June 14, 2018
I called Customer Service and had only a short wait to speak to Markus. My issue was that I had responded to a promo offer to extend my subscription and was concerned that the system had set up a new account instead of adding to my existing one. Markus quickly consulted with a supervisor and then was able to assure me that the new purchase had in fact been added to my account correctly. I received an email confirming my transaction. This only took a few minutes and I am a happy camper. This is the second time I've called Customer Service (not for the same question). The first time, it took several days to get the change to show up in the system, but the CSR stayed with it and kept in touch with me to make sure I understood that it was resolved. Good Customer Service experience.
Date of experience: September 12, 2017
I've just got off the phone having spoken with Olivia at My Heritage and I just had to tell someone about it. My Heritage is good, maybe the best, I've always felt this, but since the the phone conversation it has risen even higher in my estimate. They are professional!
Date of experience: April 4, 2017
While I rarely need to contact MyHeritage customer support, I have always received excellent help in resolving any issues. Today I had to get help on a problem of my own creation. Megan was able to quickly resolve my problem and get me back up and running.
Thanks again Megan
Date of experience: April 26, 2019
Ok so I was charged for two different sites on Myheritage. Totally my fault for not remembering to cancel my subscription. However, I have been waiting on a response for nearly a week now with nothing. The charge was almost $400.00 bucks so yeah its a big deal to me.
Date of experience: June 24, 2021
Hi David,
I'm sorry to find that you have not yet received a response from our support team. I will do all I can to help.
Firstly, I would like to remind you that if you did not authorize this type of charge then a refund is in order by all means. Your membership satisfaction is of great importance to us here at MyHeritage. I would also like to investigate why you did not receive a response yet from our support team.
In order to help, I need to confirm and verify your MyHeritage registration but I cannot do that with the name I see here on Site Jabber. Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with all of this as soon as possible.
Looking forward to helping you as soon as possible.
Sincerely
Rafael
MyHeritage
My Heritage has been a wonderful resource to me over the past few years, also helping to add to my trees using the smart matches. I have also corresponded with people & have formed friendships.
I started off with the free one then recently have upgrade to the premium which allows you to increase your site with more photos etc.
The contact resource for this site is excellent if you need help they are there to guide you. I have recently been using this.
Date of experience: May 25, 2014
I bought the MyHeritageDNA kit for a Christmas present. Unfortunately my dog decided to open everyone's presents 2 days before Christmas and shredded the box, swabs and vials. I was devastated and got in touch with the customer service team at MyHeritage and they were so understanding and very kindly offered to replace the kit at no extra cost! Excellent customer service.
Date of experience: December 26, 2018
Started with Premium, but I quickly realized that I should have taken the largest package. I wanted to upgrade already day 1, but then the difference would be twice as much as if I have made the right chose from the start. Feels like being punished in this way when you want to make the change already day 1.
Tip for consumers:
Year 1: start with the largest package
Year 2: downgrade to small package
Date of experience: July 29, 2018
MyHeritage is the leading platform for discovering family history internationally. On MyHeritage you can explore your global roots, find new relatives, and make amazing discoveries with genealogical search tools.
Start your family tree by entering a few names, and MyHeritage will do the rest. MyHeritage’s matching technologies for genealogical research will automatically find new information for you in a diverse collection of 47 million family trees built by users all over the world, and in a huge database of 20.1 billion historical records.
The historical record collections include vital records (birth, marriage, and death certificates) from 48 countries; census and immigration records; gravestone and burial records; and much more. Learn more.
Scan and improve your family photos with MyHeritage’s AI-based photo features: repair scratched or damaged photos, colorize black and white photos, bring blurry faces into focus, or even animate your photos.
The MyHeritage DNA test reveals your genetic origins across 2,114 geographic regions with a simple cheek swab, and matches you to relatives you never knew existed in MyHeritage’s DNA database of 7.8 million people. Your DNA results are private and secure, and will never be shared or sold.
Dear April,
I absolutely sympathize with your wait time in receiving your results and understand how frustrating it is to wait. I too, remember waiting a few months for my sample to be processed and genuinely recall the high amount of anticipation.
The quality of your results is paramount to MyHeritage and the entire DNA researching community as a whole. Therefore, from the moment we receive your DNA sample at our laboratory, you should allow four to six weeks until you obtain results.
You may track your results online in the meantime and when your raw DNA is fully processed, you will certainly be notified by e-mail.
Please know that your overall satisfaction is very important to us at MyHeritage and I would like to personally help you track your current status. In order to assist with this, I need to locate your account. Please feel free to contact me anytime at rafael.vipsupport@myheritage.com from your registered MyHeritage e-mail address.
Sincerely Yours
Rafael
MyHeritage