MyHeritage

We paid for and sent a sample for a DNA test to MyHeritage about a month ago and there has been no response. Their customer service is non existent. It is very challenging locating the 800 number and then when you find it and call, you are always greeted by a recording that says they are not available. They also don't appear to have a way to contact them by e-mail. So, I will be sending them a snail mail letter asking what ever happened to the results of our DNA test. I am totally dissatisfied with MyHeritage. I would give them zero stars, but they don't have a button for that, so I have graded them with one star.

Jonathan Zimmer

I ordered a kit on 09/04 and 2 weeks later I didn't received it. I had to call MyHeritage to know what happened with my order. Why don't they send an email to advise of any delay? I will update this message if the end of the process improve my customer experience

I took out the 7 day free trial, and decided, the same day, not to pursue it any further.
I tried to contact the company on 5 different e-mail addresses and they were all returned.
I forgot my password, and must have tried a dozen times to get a new one, being told each time that I would be sent an e-mail with the instructions on how to go about it, but I never received one.
I am SO angry, and if they take any money out of my account, I will prosecute them.

I find My Heritage easy to use (more so than another genealogy program I have used) and the support when I have had questions or the rare problem has been very good.

I gave it four stars instead of five as it sometimes takes a little time to add information after clicking the plus sign. This may be due to connection issues or even my own computer - it may not be the fault of My Heritage at all.

I have been using My Heritage for several years and been able to build a family tree that has been an great tool to talk about our own family history, by identifying how diverse our family really is. With the cross referencing tools and simple format it is easy to follow the bread crumbs of most family histories if a person is willing to invest the time. We had a minor issue with some billing for associated services and were please with the responsive and dutiful follow-up that the staff at My Heritage demonstrated.

I had a glitch that I was unable to solve on my own. It did take two calls over two days to resolve. The second call may have been needed because of confusion at my end; never-the-less, the MyHeritage representatives were calm, friendly, professional and most of all my problem was solved.

I recently contacted MyHeritage customer service to follow up on an error I had made when renewing our family's subscription. They were quick to understand what I was asking, and promptly resolved the problem. I have never called MyHeritage for help, but I now know that they will work to fix any issue and follow up with great documentation. Good company.

Again I was in need of assistance. Sent an e-mail and very shortly received a reply helping me resolve the problem I had. Have to say, My Heritage customer support staff seem to be always on the ball with speedy replies and their knowledge of their systems seems to be first class.

I had a problem with my subscription payments and I admit that I did get quite obnoxious towards them, (Sorry!).
After a few days and some discussions everything was sorted out for me.
The Support Team were excellent in the manner of how they handled things and I can't thank them enough for what they did.
I apologized sincerely to Dean, May, Judit and other Support Team members for my behaviour and I'm very happy with the whole outcome.
They restored my faith in their company for which I have been a 'member' since 2012. My Family Tree is quite large now with 23,064 people and I want to keep on building it.
Thank you again for your help, support and your commitment to the company.
Kind regards,
Mrs Shirley-Ann Miller

I paid for the AI Time Machine generator (you are suppose to receive it within hours) and received nothing for my money, not one photo. I had to email customer service 7 times and finally I gave up. I did receive a refund after a week of no response. It's not the fault of the people as I'm sure this is company wide and not up to them but I would not recommend spending your money here, in any circumstance.

This is a great website for exploring family history, with access to hundreds of records. My main negative is that no subscription reminder email was sent before my free trial ran out so £108 left my account and I had to go through the effort of getting a refund. Customer service were really helpful with this but it seemed strange that I had no contact to remind me to cancel my trial or continue with my subscription until too late.

I have been trying to print family books without any success over the last 10 days. I contacted MH support and found out this function is not working because of a bug. Could you tell me when it will work again? MH support was not able to provide a delay and mentionned it could be not before months!

I still receive e-mails from My Heritage. I can not re-set my password, nor can I keep paying anyone monthly fees. It has not been easy to communicate with the site.
In fairness, I must add that I had been at Ancestry for two years, so that may have been part of my problem.
We are all different, so don'y let my opinion stop you, if you like them, great! I am STILL getting e-mails with no way to unsubscribe!

I unfortunately got a refund because I went 22 days without hearing a single update on my package! Called the post office. Nothing. Absolutely very disappointed in this. This is my first time even ordering one of these packages! Please make this right my heritage.

The young man (Joshua) who helped me set up my account was very helpful and my questions were clearly answered. My purchasing experience was easy and friendly. I look forward to receiving my kit. I am giving 5 stars for their salesperson - I have not yet received my kit so cannot make judgement on that.

Never received notification that my results were ready, did not receive a hard copy report in the mail as advertised.

Not nearly as well presented or user friendly as other ancestry sites-for instance, does not state if DNA matches are maternal or paternal. Amateurish design values: does not explain its terms or visuals for instance.

I started my site a few years ago and all the customer service agents have been helping from day one. It's a fantastic website that has connected me to many family members that I would not have found on my own.

I started on tree along time ago. So when rejoining again I made the mistake of renaming so this caused me to talk to myself. It has been sorted out very quickly and i was able to retrieve a very old photo which I thought I had lost. Very pleased with My Heritage. Thank you

Not at this time, all my questions were answered thank you. I had a very lovely chat with your rep in Ireland who was super, with attention and knowledge and mostly patience. Please package this department and sell it to all other customer service departments in the world.One problem is you might have people call just to talk to the lovely people you employ. Ron Able

Service is surprisingly good. When I run into something I can't handle, they get back to me promptly and politely.

I wish there were a way their computers could take a specific match and put all matches on one page to compare with mine. I am simply overwhelmed with matches for the same person(s) in my tree. For example; Could all matches with the name "Jane Doe" be listed together and all confirmed or rejected at one time?

I am thinking about DNA testing, but want to go back the male line. My brother is willing but I am worried about privacy issues.

On having wrong email could not cancel my 2 free weeks due to not knowing my password. I had money taken from my account and when I eventually got a call the man was rude and said I would be laughed at by his colleague due to it being my error! He arranged i had access and 50% refund. Which its been 4 weeks now and NO refund after 3 emails.

Smart matches no longer working, now you want more money for it. Also how can i remove your sales pitch on my website seems you are more interested in selling rather than helping grow my tree. Very reluctant to ask anyone in tree to join since you are going to sell them a subscription aggressively.

I was ordering a DNA kit as a birthday present for my friend. I paid 20$ extra for fast shipping but He still didn't get it for almost 17 days! And nobody contact me! Worst experience ever! Do not recommend it!