Eligens Avis 

Réponse de Eligens

19 mai 2025

Thank you for taking the time to share your feedback.

We understand how disappointing it must be to experience such a long delay—especially when you purchased the tests as gifts and expected timely updates. While many orders have moved through the process as expected, we recognize that some, including yours, have been affected by longer-than-usual timelines due to a surge in demand earlier this year.

We also take your comments about customer service seriously. While our AI assistant is meant to provide immediate basic support, we know that more complex cases deserve human attention. If you haven’t already received direct assistance, we invite you to contact us again at support@eligens.io with your order reference, and we’ll ensure your case is reviewed by a team member as a priority.

We’re actively working to improve both our response times and our overall customer experience, and your feedback helps us focus those efforts.

Kind regards,
The Eligens Support Team

Réponse de Eligens

19 mai 2025

Gracias por compartir tu experiencia. Entendemos perfectamente lo importante que es para ti recibir resultados en el tiempo esperado, y reconocemos que los plazos actuales pueden generar inquietud.

Durante los últimos meses, hemos enfrentado una alta demanda y algunas circunstancias externas que han afectado nuestros tiempos de procesamiento en ciertos casos. Esto no representa el estándar que buscamos mantener, y estamos trabajando activamente para normalizar los tiempos de entrega lo antes posible.

Si aún no has recibido una actualización detallada de tu caso, por favor contáctanos directamente a support@eligens.io con tu nombre completo o número de pedido. Estaremos encantados de revisarlo de forma prioritaria.

Agradecemos tu paciencia y confianza mientras seguimos fortaleciendo nuestros procesos para ofrecer un mejor servicio.

Atentamente,
El equipo de soporte de Eligens

Réponse de Eligens

19 mai 2025

Thank you for your feedback. We completely understand how frustrating extended timelines can feel, especially when expectations are understandably high.

While there have been processing delays due to a combination of high demand and external factors, these situations are not reflective of our long-term standards or our commitment to delivering results. We are actively scaling our operations to ensure all samples are processed thoroughly and with the quality our clients expect.

If your order still requires attention, we encourage you to contact us directly at support@eligens.io with your order reference so we can provide a detailed status update and prioritize next steps.

We appreciate your patience and your voice — it helps us continue to improve the customer experience.

Warm regards,
The Eligens Support Team

Réponse de Eligens

19 mai 2025

Thank you for your feedback, and we’re truly sorry to hear about your experience. We understand how frustrating delays and a lack of clear communication can be—especially when you've entrusted us with something so personal.

Please know that we take your concerns very seriously. The delay you’ve described is not reflective of the level of service we aim to provide, and we sincerely apologize for the inconvenience caused. While there have been unexpected challenges that affected some of our processing timelines in late 2024, we recognize this should never impact your right to clear updates, timely results, or responsive support.

We’re also concerned to hear that your request for a refund and data deletion has gone unanswered. This is not acceptable, and we want to make it right. If you’re willing, please reach out directly to our support team at support@eligens.io with your case number or full name so we can immediately prioritize your request.

Thank you again for bringing this to our attention. We're working hard to resolve any outstanding issues and rebuild the trust that matters most.

Réponse de Eligens

26 mars 2025

Thank you for your feedback! We're happy to hear that you received your testing kit promptly and found the final information package comprehensive and valuable. We understand that the wait for results can feel a bit long, but we truly appreciate your patience—as we aim to provide thorough and accurate analysis with every report.

We're glad to know the overall service met your expectations, and we’re always here if you have questions or want help navigating your results further.

Warm regards,
The Eligens Team