Overview
MyHeritage has a rating of 4.3 stars from 4,629 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.
Made a complaint to the BBB.
I submitted 4 things: bank a statement, a google receipt, a bank notification of withdrawal email and a screen shot of my active subscription (it shows date paid, date of renewal.)
Myheritage responded with: "After looking into this for you I am able to see that you have spoken with a representative about this issue."
No kidding? I spoke to someone, yes. Finally some truth. Did you look at the evidence? Nope because your unsatisfactory reply is final.
ABSOLUTELY NO resolution
MYHERITAGE just wants your money. Judging by the negative reviews they won't give refunds. Or notifications that they are going to charge you. Then pretend you didn't.
Greedy SCAM
Save your money folks, save your heart ache and wasted breath, not worth it
I have proof all these things, the courts may request/subpoena from the companies.
I used the app free, then updated through Google pay. I have a receipt from Google pay. Money was taken out of my bank account. Bank statement show proof of money transfered to myheritage. Google play store shows active subscription. With date of last and next payment.
I still can't use app.
Email reply from myheritage: "You have a free plan," "we see you are pending a subscription" (my renewal) and "we have never taken a dime from you."
Did I mention that I could use the app in the beginning? And I subscribed 7 months ago? (FYI Myheritage, 7 months waiting period for an online service, is the smartest thing you could come up with?)
Scam all the way around. All the flashy reviews and praises of great customer service are just fluff reviews. Save your time, save you money.
I had a question about my account after normal business hours. My call was answered promptly after using the automated system to choose the right connection. My issue was quickly addressed by an associate in Ireland that was very friendly and helpful. I am impressed with the quality of service I received. Wow.
Overall, I'm very happy with My Heritage and find the site very easy to use. I do, however, become a little frustrated when I'm notified that new members of my family have been discovered only to find that the majority of them are in-laws from centuries ago. I am not at all interested in adding such people to my tree.
I have only had to contact Support once and the response was both speedy and very helpful.
Since 2016, I have an account on the www.myheritage.com portal. On January 14, they charged me €166.05 and started a subscription I didn't order. I should add that I haven't used this site in the last year!
I have tried to contact myheritage.com for clarification and a refund, but no one is replying!
I first downloaded this onto my PC. It was easy to understand and I love the fact that I can visit my family members and find new information and update my tree using my app, on my phone instantly. Instead of writing it down or waiting to get back to my PC. They include adding adopted parents which is great. Customer service is excellent. Highly recommended.
I have purchased my kit in 2021. I have to say that our post works not always good so there probably they lost my kit in the post. After beginning of the war in Ukraine i have completely forgotten about the issue and it came to my mind 10 months later. Despite this fact the support from Heritage was right and appreciated. They offered me payback or sent new kit. I have asked to send the new kit to Poland, where the package can be safely taken.
Weel done, thanks for the support, My Heritage.
I have been using MyHeritage to compile my family tree and recently ran into a few problems when upgrading my subscription. I sent a message to Dean who contacted me the next day to explain in full what had happened and even offered me a years subscription free! Now that's what you call service and I am delighted I can carry on researching. Well done Dean!
As a senior citizen with little computer experience, I hesitated to undertake creating a Family Tree. But since this will be part of the legacy I leave my family, I jumped in despite a great fear of failure. What a wonderful surprise to encounter the most professional & courteous reps to rescue me when I get lost, without making me feel foolish. So far, I didn't ONCE have to call a grandchild to help me! Best ever!
Emailed MyHeritage support re my problems and received a response relatively quickly. It has taken a bit of time to solve the issues but the person assisting (Jonathan) was ever helpful and patient. The issues were fully resolved. I don't know what caused them or how they were fixed but I assume it was a fix within the online database.
Impressed.
Purchased 2 kits (me and my husband). Got the results last Friday and was very excited about the results and shared with my entire family. 2 days later when I went to print my results, results had changed for me and my husband! Never got a notification that new results were published. Customer support said they recalculated all kits processed after a certain date. I don't know how DNA can change and I can't believe either of the reports. Not a credible company. Waste of money. Apparently everyone on the planet is part Nigerian.
Dear Susan,
I'm sorry to read your low star and will do all I can to help.
Your concern is well understood and I'm sorry for the misunderstanding.
To what I know, there was a glitch that affected the comparison of raw DNA to specific ethnicity references for a few people. This didn't affect your raw DNA data but it did affect the reference calculation for your estimate.
We are well aware of this glitch and I am very sorry for the confusion and misunderstanding as we work to better our Ethnicity Estimate algorithm to ensure a better and more accurate estimate for the DNA research community.
That said, I would like to examine your results and report any errors with it to ensure the progress of your research. Unfortunately, I am unable to locate your MyHeritage registered account under the name Susan M. That I see here on site jabber.
Please contact me directly at rafael.vipsupport@myheritage.com so I may examine and report any possible errors with your estimate as soon as possible.
You are already my first priority today and I will be looking for your e-mail.
Kind Regards
Rafael
MyHeritage
I purchased 2 dna kits, I took the swab tests then shipped through local post office. The tracker on the site stated that samples never arrived to the lab. I tried reach them to know what could i possibly do or if i could get a refund. Sent 3 emails but never got an answer. To this day i never got results back, i literally wasted my money
I started using Heritage after belonging to another site for many years. Right off the bat I started finding records that I had never seen on my other site. It was well worth the membership. Their customer service has been terrific. And I have felt they have gone out of their way to welcome those of us who have drifted over from their competition. They make me feel like a valued member. The software is quite elaborate, and pretty user friendly. The site is user friendly as well. I'm really glad I checked out this site, and I have been a happy customer since.
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!
Hello Caitlin,
Please send an email to Shane.vipsupport@myheritage.com from your registered email address at MyHeritage so that I may locate your account. In addition, please provide a direct link to this review and I’ll gladly assist you further.
Best regards,
Shane, MyHeritage Team
Laurie from My Heritage Support Team is awesome. She was always professional and resolved my issue in a timely manner. She kept me informed throughout the whole process. I'm glad to have her on my side. Laurie, you are the best. Thank you.
The support team was extremely friendly and super-quick to solve my queries. It exceeded my expectations:)
I think though that the automatic subscription renewal notification could be more clear, but the team is very understanding about this and are ready to help :)
I received very personalised service from My Heritage. I needed to be rung back over renewal of my subscription, and ended up being rung back twice as I was unable to take the first call and both calls were made at exactly at the time agreed upon. It was important that I didn't miss these calls as I receive a lot of nuisance calls at home so don't always answer my phone. I was impressed with the politeness and warmth of this My Heritage staff member.
Good afternoon, I want to congratulate you for such an excellent job, it seems incredible to me to be able to gather a great family in one place and all with the help of you, we are very happy with the tree and we hope that you will continue collaborating with us as until now. Thanks a lot.
The MyHeritage support team are the best!. Polite, patient and ever-supportive. As an "older", rather inexperience computer user, In the past few years I have had several problems which I have been unable to resolve but, invariably, when explaining the difficulty and asking for help I have been well-served. Thank you Dean for advice on the last issue.
Had a great encounter with their customer service the other day. They really did their utmost to accommodate my requests and I ended the call pleasantly surprised by the amount of help that I received.
I had an issue with a file I could not find after not using the software for some years. The support service has been great trying to help in every possible way. Even if the lost file could'nt be found, I have been satisfied by the involvement of the the three persons that handled my issue. They also offered a free backup service as a compensation. Greatly satisfying support service.
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.
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Hello Mag,
I’d like to personally assist you further. You are welcome to contact me via email with the details at Shane.vipsupport@myheritage.com, along with a direct link to this review.
Looking forward to hearing from you.
Kind regards,
Shane, MyHeritage Team