MyHeritage

Thank you Joy for your wonderful service today. Excellent customer service skills and the problem was fixed in no time. It was my mistake but that did not matter.

My Heritage is a SUPERB site. In 11 months they have helped me find 3,928 people and 1,073 families. Some of my lines go back to before 33A. D. I was initially disappointed because unbeknowns to me the covid virus was causing multiple internet dropouts in Ausralia. This meant that if the internet dropped out while I was adding names they could not be synced properly. I apologise unreservedly to My Heritage for my former negative comments. Pauline Osborne

After speaking to Myra today I feel more content. I found Myra friendly, courteous and most professional. She assured me the result of my DNA test should be received by sometime over the next week.

I had been struggling to "log in" to My Heritage for over a week then i made 1 phone call with such a friendly, helpful lady available - 15 minutes later all sorted. Many thanks Olivia

I have had a tree here (3 people) for several years. I decided to try to actually use it. Found site very challenging to use - not really user friendly. I tried to add a second part of family and could enter my name - but the rest I was not able to see what they wanted... boxes were invisible, and type is very light grey on white... impossible for me, as a visually challenged person to read. The tree I do have is also too large to fit on my screen, but no one has been able to make it any smaller, and type is already very small. I called thinking being a subscriber might give me more insight into using their product (I use another company's product & DNA, with none of these problems)... no person, instead I was told I was 6th in line and instructed to leave message after tone - no tone, repeat of instructions - no tone, then music. This was in sales - If they make it this hard to get to a sales rep - what happens when you need customer service? I know from other people that they have a lot of good, sometimes hard to come by, information, possibly more from the British Isles than any other company - that's why I am / was interested in using their services.

Not knowing my biological father I wanted to find out some information. I got my results and asked my mum to do a test I could work out what was paternal.

8 weeks later mums results are in. I can only summerise that that mixed up her kit.
We are not even matched as releated. Totally different blood lines.
Given this is a not a search for some interesting information it's a search to understand about myself, it's upsetting.

I have called the UK number twice. Last night at 6pm ish (voicemail to say no one to answer they are having a dinner break) again today at 11am. Voicemail to say they are at lunch.

I require my money back so I rerun these important results - cannot reach anyone.
Personally I would avoidl

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

I was offered a $35 USD discount on renewal and received an email stating that I was issued a refund of $35 CAN. I called today and was told that I had indeed been refunded $35 USD and the $35 CAN must have been a typo. Thanks for your assistance. I am happy now.

My husband and I recently decided to learn a little bit more about where we come from. We decided on this product, ordered, sent the kits... and then his arrived at the lab, and mine didn't. Both were mailed the same day, same time, same post office. Two days, three days, four days went by and I started to get nervous. I called customer support on the weekend and they are true to their word, 24/7 customer service. I had a to wait a little bit, but sure enough Mark from County Cork Ireland was on the line. I was concerned I would have to buy another kit because mine was lost. Mark kindly advised that if the kit didn't arrive back in Houston in 30 days My Heritage would send me another kit. He was professional, reassuring and helpful. And must be a magician because the that afternoon I got notification that my envelope had arrived. I have been very impressed so far with this whole process. The kits were professionally packaged, it was easy, the instructions were clear, the website access is cool and now my experience with customer service was 5 star. What started as a lark, is quickly becoming really interesting. We cannot wait for our results!

I have been using MyHeritage and Family Tree Builder for a few months now; before that I was totally new to the world of genealogy and now I am totally addicted - it is a fascinating journey through time!

I had a two-week free trial on another genealogy site, which I found excellent but it was more expensive than MyHeritage, which I find nearly as good.

When I haven't been able to find an answer on FAQ or Help, MyHeritage support has helped me with the problem.

My one of two complaints is that when MyHeritage give a historical record match, it turns out to be like a smart match, whereas the other website I used gave easy access and historical matches to actual records such as passenger lists, birth, marriage etc. The other is that I have really struggled to find people in the UK and South Africa on MyHeritage.

They auto-renew your subscription without adequate notification! This practice is clearly to trick people into paying for an unwanted subscription. If they were doing this for any other reason, an email confirmation of renewing would be sent PRIOR to charging your credit card. Once charged, they will not issue a full refund.

So Dean from Heritage just responded with a message that there is a 30 day money back guarantee. Well, why was I not informed of that when I called 2 days after my auto-renewal for a refund. When I called, I was told: "there are no refunds". So, who is lying to me? The person I spoke to even went to his "manager" to see what he could do for me. They offered me a discounted membership - which I will not use.

Dean seems to have gone above and beyond what I expected in resolving this issue. He has issued a full refund and given me some free access for a while. I'll upgrade my review as soon as I see the refund in my account, but I have no reason for doubt.

Update - I received a full refund. Thank you, too bad I had to go through so much trouble but I'm satisfied.

After actively using MyHeritage on a Microsoft platform, I recently purchased an iMac and downloaded the Family Tree Builder. I unfortunately encountered problems loading my existing project to the FTB and so contacted Melissa at the MyHeritage customer support site.
Melissa worked with me to resolve the problem and was patient, professional and a pleasure to deal with. At one point the telephone line got cut off and just when I despaired that I would have to begin the whole process again with a new agent - Melissa called me right back and we carried on where we left off!
With Melissa's expert guidance, we managed to overcome the technical issue and I have now successfully migrated FTB to iMac.
I cannot recommend the MyHeritage support highly enough - well done guys; you were a pleasure to deal with and of course; thank you for helping!

Melissa was perfect, earnest to help, kind, sweet and patient+ + + It reassured me (once again) that I made the right choice with MyHeritage.com.
Melissa, you rock

So sweet and educational. The information I got helped clear up some facts about my DNA results. My family members will like what share. Natalie was so helpful.

The best customer service bar none! Always prompt, courteous, and solve my very few problems. I have been with MyHeritage.com from the start, and they are all great!

I've been researching my family tree for a few years now. I was becoming bored with the Ancestry layout - so decided to give MyHeritage a try. I tried it for a month - but decided to not go ahead with it.

I received a reply from my cancellation request, which offered me six months worth of the premium service and six months free access to all data records - I thought why not?

The website is okay - I like the layout - and the records available are good, however, it's the discovery hub I'm unsure about. I'm fairly certain the "discoveries" they give you are dependent on other peoples family trees - which can be incorrect sometimes. They offered me a person who was apparently my 11 x great Grandfather - I don't think he was. Also, I get notifications such as they've found the second Cousin one removed of my seven times great Grandfather - a tenuous link to say the least.

I don't think it's a terrible website - but I can't say I'm 100% happy with it either. I'm keeping with it - I've got it free until October - so I've got a few months to see if things improve - fingers crossed...

A few hours later sbdy calls you back... If you're not available you can postpone to another day & hour.
And it works! The D day H hour the person calls you back. You can explain your problem,... and contrary to most of the technical supports I've been in touch with, the online person really can help you, she knows the product, listens carefully to you and provide you the solution.
Bravo MyHeritage (and especialy Elodie)

Customer support (Tara) was very helpful and made fixing my family tree problem easy! She also explained to me how to deal with it if it occurs again.

It took me over 2 months, just to mentally process my DNA results. A couple months after receiving my results, I had questions. The My Heritage support member that answered my questions, was knowledgeable about not only DNA, but also countries, regions and the history of humans. MHS answered beyond what I'd expected. I've had a few people purchase kits from MH and I've been encouraging as many of my family members, colleagues and friends to purchase the My Heritage DNA kit.

Phoned. Hardly any wait at all.
Lisa was my helper today, and a great help she was! Needed to cancel several duplicates that appeared on my tree. Instructions were simple to follow.
Many thanks

I received a duplicate order. I called and was quickly able to contact an agent, Gina, who helped me resolve the issue. Thank you for the courteous and prompt assistance. It is much appreciated.

We had a problem in our family tree and needed to remove some duplicate persons. The lady at customer service helped us through the right procedure to do this. Very nice and professional experience.

In November, 2017 I wrote to Masha at support about my problem. I didn't have acces to my old email address and therefor couldn't change anything. Masha went out of her way to solve my problem. She was very sweet and extremely helpful. Many Thanks! Godfried Smeets