I ordered a full sequence MtDNA back in early December, sent off my sample and on January 7th, told that my sample was being analyzed. It is now 15 weeks later and I have been given nothing more than... Voir plus
L'entreprise a répondu
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Lisez les avis des autres
They advertise 6-8 weeks for the $160 MTDNA test, it's been over 12 weeks and I'm still waiting with no estimated date. Responses from customer care either never arrive or come a week late with a can... Voir plus
L'entreprise a répondu
I tested myself and several relatives, very pleased with both customer service and the results. Familyfinder provides you with not only autosomal-matching but also haplogroups. And theyr Discover-repo... Voir plus
Et av de få virkelig seriøse DNA-firmaene. De tilbyr mange ulike tester i ulike grader og har god kunderådgivning. De tilbyr f.eks. Y-DNA og mtDNA, som de andre store ikke gjør. Jeg har brukt de siden... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
FamilyTreeDNA is a pioneer and leader in the field of genetic genealogy, empowering individuals to explore their roots and connect with relatives through advanced DNA testing. Founded in 2000, we were the first company to offer direct-to-consumer DNA tests for ancestry and continue to lead the industry with our cutting-edge Y-DNA, mtDNA, and autosomal testing. With a global database of millions of testers, FamilyTreeDNA helps customers break through genealogical brick walls, discover their heritage, and uncover connections across generations. Our mission is to make the journey of discovery accessible to everyone — from casual family historians to professional genealogists. Trusted by researchers, family historians, and curious minds alike, FamilyTreeDNA offers unmatched accuracy, privacy protection, and customer support. Join our community and say goodbye to brick walls.
Coordonnées de contact
1445 North Loop W Ste 820, 77008, Houston, Etats-Unis
- +1-713-868-1438
- familytreedna.com
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245 avis
A répondu à 92 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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I tested myself and several relatives
I tested myself and several relatives, very pleased with both customer service and the results. Familyfinder provides you with not only autosomal-matching but also haplogroups. And theyr Discover-reports for Y-DNA and mtDNA is really good, both showing placement in the tree of mankind and matching you with both archeological samples and historical/famous figures.
1 mai 2026
Avis spontané
Extrem ungenaue Ergebnisse
Extrem ungenaue Ergebnisse.
Bei anderen Anbietern bekomme ich genaue Regionen angezeigt, die auch größtenteils mit der Familiengeschichte übereinstimmen. Ich bin Deutscher, dessen Familie seit Jahrhunderten aus Süddeutschland kommt. Aber hier bekomme ich wirklich jeden möglichen Quatsch angezeigt. 4% Baltikum, 11% Skandinavien, 2% Levante, 2% Aschkenasim, 15% Iberien, 18% Griechenland & Balkan, 2% Irland. Gerade einmal 46% Zentraleuropa. Aber dazu gehören dann Frankreich, England, Benelux, Dänemark, Deutschland, Schweiz, Österreich, Tschechien und Westpolen dazu. Danke für gar nichts. Dazu muss ich nur in den Spiegel schauen, um zu wissen, dass ich Zentraleuropäer bin. Kein anderer Anbieter hat bisher ansatzweise so einen Quatsch angezeigt.
27 avril 2026
Avis spontané
Initial issues with shipping was resolved.
Update: A rep replied to me within a few hours with an apology and the kit was sent out right away. I updated my rating accordingly.
I ordered a Big Y DNA test on saturday 04/18. Five days later, and the order has not even been shipped. Very disappointing that a few hundred dollars does not even deserve basic service in their eyes. i wish I read the reviews before ordering because this sounds like more of a pattern than a mistake. If anyone from the company is reading this, please don't offer services that cost a few hundred dollars if there is not an intent to deliver them within a reasonable time.
17 avril 2026
Avis spontané
I ordered a full sequence MtDNA back in…
I ordered a full sequence MtDNA back in early December, sent off my sample and on January 7th, told that my sample was being analyzed. It is now 15 weeks later and I have been given nothing more than canned answers regarding a backlog with various dates that didn't math out. I am very surprised, as customer service was very helpful in getting my kit to me. I am disappointed in being given the run around with no clear date in sight.
7 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
We’re very sorry for the long wait and understand how frustrating it is to not have clear answers after 15 weeks.
While our team works hard to keep customers informed, we recognize that the communication you’ve received has not been as clear or helpful as it should be, and we sincerely apologize for that experience. Your feedback is important and helps us improve how we communicate during delays like this.
We have sent you a request through Trustpilot for your contact information so our customer support team can reach out to you directly, review your case in detail, and provide a more accurate update on your test.
We truly appreciate your patience and the opportunity to make this right.
Family Finder test
Paid for Family Finder Test back in November 2025 I am still waiting for the results. I have messaged Ftdna several times and been told they will deal with my issue.Promised to send me a new test kit have not received said test kit. I have asked for a refund but always told they will sort my problem. Will never use FTDNA again ever.
11 novembre 2025
Avis spontané
Réponse de FamilyTreeDNA
We’re really sorry to hear about your experience and understand how frustrating this must be, especially after waiting so long without a resolution.
This is not the experience we want for our customers, and we want to make sure this is properly addressed for you. We have sent you a request through Trustpilot for your contact information so our customer support team can reach out to you directly and investigate what happened with your kit and the replacement.
We appreciate your patience and the opportunity to make this right.
False advertising/no customer service
They advertise 6-8 weeks for the $160 MTDNA test, it's been over 12 weeks and I'm still waiting with no estimated date. Responses from customer care either never arrive or come a week late with a canned ai response. Avoid this company and give your money to a company that actually has customer service and doesn't lie about the time your test will really take. I bought this test to answer some important family questions and have had to wait and wait and wait to get them answered.
NOT Impressed at all. I really wish I'd read Trustpilot first.
10 avril 2026
Avis spontané
Réponse de FamilyTreeDNA
Hi,
We’re really sorry to hear about your experience. We understand how important these results are, especially when they relate to meaningful family questions, and we recognize how frustrating delays and slow responses can be.
While most FamilyTreeDNA mtFull Sequence Test results are completed within the estimated 6–8 week timeframe, there are instances where processing can take longer due to factors such as sample quality, additional lab review, or temporary backlogs. That said, you should have received clearer communication and more timely support throughout this process, and we sincerely apologize for that.
We would really like to look into your specific case and provide you with a clear status update. We've sent a request via Trustpilot for your contact information. Once we receive it, someone from our customer service department will reach out to you.
Thank you for your patience and for bringing this to our attention. We’re committed to getting you the answers you’re waiting for as quickly as possible.
— FamilyTreeDNA Team
Frustrating experience
It took me more than a year to get my results because I spent nine months just trying to send my kit from Europe. If you’re in Europe, be warned - it’s a nightmare. As soon as you write “FamilyTreeDNA” on the package or declare the contents correctly, it often gets stopped and never reaches the US or it is rejected by the US customs. The company provides customs documentation, but if you fill it out properly, your package is unlikely to pass. In my case, it only went through after several attempts when I described the contents differently (believe me, I did not want to do that). On top of that, they do not refund the money you’ve already paid, so you end up spending even more trying to resend the kit from different European countries. Their website says that sending from Italy is fine, but in reality, it is not. My suggestion is that they should provide European customers with an alternative company name or labeling option for shipping, because it’s obvious that packages marked “FamilyTreeDNA” are being blocked by customs.
10 avril 2026
Avis spontané
Réponse de FamilyTreeDNA
Hi,
Thank you for taking the time to share your experience. We’re truly sorry to hear how frustrating and time-consuming this process was for you. Waiting that long to get started is not the experience we want for our customers.
Shipping biological samples internationally can sometimes be complicated due to country-specific regulations and customs requirements, which can vary and change without notice. While we do provide documentation and guidance, we recognize that in some regions, including parts of Europe, customers may still encounter unexpected challenges.
We always recommend accurately describing package contents in accordance with local and international shipping regulations. At the same time, your feedback is important and highlights an area where we can improve clarity and support for our international customers.
We are actively reviewing ways to make this process smoother, including evaluating additional guidance and potential alternative shipping solutions where possible.
If you’re open to it, we’d appreciate the opportunity to learn more about your specific situation and see how we can help. We've sent a request for your contact information via Trustpilot so someone from our support department can reach out.
Thank you again for your feedback. It helps us improve.
-The FamilyTreeDNA Team
Réponse de FamilyTreeDNA
Thank you for the positive feedback!
Ordered it and did the test but it was…
Ordered it and did the test but it was inconclusive so they asked for more money for additional test. Feels scammy. We paid for a service we didn't receive and want a refund. Did our part but there was no result so we should be entitled to a refund. It was $129.00.
4 février 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for your feedback—we’re really sorry to hear about your experience and understand why this would feel frustrating.
We’ve requested your contact information so our team can reach out to you directly and look into your specific case. We want to make sure we fully understand what happened and resolve this for you.
We also want to clarify that we do not provide “inconclusive” results. FamilyTreeDNA offers different types of DNA tests—autosomal (Family Finder), Y-DNA, and mitochondrial DNA—each designed to answer different kinds of family history questions. In some cases, if you’re trying to explore a specific lineage (for example, direct paternal or maternal lines), a different test type or a higher-resolution upgrade may be recommended to provide more detailed or relevant insights.
This doesn’t mean your original test was inconclusive—it means there may be a better-suited test for the goal you’re trying to achieve. It sounds like there may have been some confusion, and we’d really like the opportunity to review your order and results with you.
500€ für richtige Analyse
Ich habe 150€ für eine Y-DNA Analyse ausgegeben.
Herausgefunden wurde, dass ich vermutlich Europäer bin. Aber mit geringer Wahrscheinlichkeit auch Afrikaner oder Asiate. Die nächsten Verwandten haben vor 4000 Jahren irgendwo in der Nähe des Kaspischen Meeres gelebt. Die meisten Personen waren zusammenhanglose Treffer aus dem Gebiet Polen, Bulgarien, Weissrussland. Was angehen kann. Für eine richtige Analyse wollen sie 500€ haben. Das habe ich dann sein gelassen.
22 février 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for your feedback, and we’re sorry to hear that the results did not meet your expectations.
Y-DNA tests focus on your direct paternal line all the way back into deep ancestry, but for those more interested in genealogically-relevant information, their main purpose is to identify matches with others who share a common ancestor on that line. DNA testing will reveal connections back to those common ancestors, but you need traditional genealogy evidence to give their names and details about their lives. When your matches are too far back in time that there is no traditional genealogy evidence, you at least know the connections exist which might give you more general information about your origins but clearly not the answers you were looking for.
You might get good advice about next steps from a surname project in the FamilyTreeDNA Group Projects network for your surname, if one exists; these are staffed by usually knowledgeable volunteer administrators and are free to join. For customers looking for more detailed insights, such as a more precise haplogroup, deeper ancestral origins, or more detail about how they are related to their closer matches, a more advanced test like Big Y offers significantly higher resolution by analyzing many more markers. Or in many cases people find closer matches by asking suspected distant relatives to test for comparison to their own test. And it regularly happens as well that closer matches test by chance so ensure your account settings are set to notify you about new matches.
To help you better understand and get the most from your results, we recommend exploring our educational resources, including our help center, blog, and Rootstech videos, which explain how Y-DNA testing works and how to interpret your matches and origins.
We appreciate your feedback. Please feel free to reach out to our support team for further assistance.
AvWarning: Fraudulent behavior, data deleted, zero support!
I appreciate that you at least responded on Trustpilot. However, this does not change the fact that customer service does not take customers seriously. You can see from the tracking information that I waited two months for the DNA test kit, and it was then held by customs for two additional weeks due to missing documentation. I consider this to be unfriendly treatment of customers.
————————
Avoid FamilyTreeDNA at all costs! My experience with this company has been a nightmare.
"Kit No.B1231235" Request ID: 1711460"
After paying for testing, they deactivated my account and deleted all my DNA data without any notice or. I have sent multiple emails to their support team over several weeks, but they refuse to respond. It's like talking to a brick wall.
I was forced to file a dispute via PayPal to get my money back. This company is highly unprofessional and unreliable. If you value your genealogical research and your money, go elsewhere. Total lack of integrity and customer service.
29 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share your feedback. We understand how concerning situations involving personal data can be, and we appreciate the opportunity to clarify what occurred.
After reviewing your account and our correspondence, our records show that we received an email from you requesting the deletion of your DNA data. In our response, we explained that once the deletion process began, it would become irreversible after five days. You replied confirming that you understood this and wished to proceed.
We did not receive any additional communication until more than seven days later, at which point the deletion process had already begun and could no longer be reversed.
We take the privacy and security of our customers’ data very seriously and would never delete DNA data without an explicit request and confirmation. While we recognize that this outcome is frustrating, the actions taken were based on your written request and confirmation.
If you have further questions or would like to discuss this matter, we encourage you to contact our support team directly so we can assist you further. We are always committed to reviewing concerns carefully and improving our customer experience.
Disappointing Regional Accuracy Compared to Competitors
I’m honestly disappointed with FamilyTreeDNA. The regional breakdowns are vague and unclear, especially when compared to services like 23andMe or TellMeGen. The regions feel overly broad and don’t provide the level of detail or accuracy I was expecting.
Where other companies give precise, well-defined regions that actually make sense, FamilyTreeDNA’s results feel messy and unreliable. For a DNA test that’s supposed to help you understand your ancestry, this lack of clarity is a big letdown. Overall, the experience doesn’t live up to the standard set by better competitors, and I regret choosing this service.
9 février 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for sharing your honest feedback. We understand how disappointing it can be when results don’t meet expectations, especially when you’re hoping for clear and detailed insights into your ancestry.
FamilyTreeDNA’s regional estimates are built using a different scientific methodology than some other testing companies, with a strong emphasis on population genetics and long-term research. As a result, our regions may appear broader, particularly in areas where genetic overlap between neighboring populations is historically complex. While this approach prioritizes accuracy over over-segmentation, we recognize that it can feel less intuitive for some users.
We’re actively working to improve the Family Finder experience, including enhancements to our population reference data and reporting. Additional updates are planned for later this year, and we’re excited about the added clarity they will bring.
We truly appreciate your feedback, as it helps guide ongoing improvements. If you have specific questions about your results or would like assistance interpreting them, our support team is always happy to help.
Ho comprato un kit da regalare…
Ho comprato un kit da regalare (IN149247), ma è impossibile rispedire i kit dall'Italia verso gli Usa. Il materiale genetico viene considerato pericoloso e bloccato in dogana. In tre mesi ho provato con diversi corrieri. La società non risponde neppure più ai miei messaggi. Tanto tempo e soldi buttati via. Peccato.
16 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Ciao — ci dispiace davvero per i problemi che hai riscontrato e per la mancanza di risposta. Comprendiamo quanto sia frustrante, soprattutto perché il kit era destinato a un regalo.
Abbiamo chiesto a un membro del nostro team di esaminare il tuo caso e ti contatteremo direttamente per aiutarti a risolvere la situazione il prima possibile.
Per la tua sicurezza, ti consigliamo anche di rimuovere il numero del kit da questa recensione pubblica. I numeri di kit/ordine non dovrebbero essere condivisi pubblicamente perché possono essere collegati a informazioni dell’account. Se possibile, elimina il numero qui e condividilo con noi in privato quando ti contatteremo.
Grazie — apprezziamo l’opportunità di rimediare.
Not enough transparency, especially about contact information
Logged in online to check for progress. It showed the tests as completed, but did not show any results, link, or message as to where I could see the results. I called and got a voicemail. Left a message. Then, I logged in and it showed the tests as still being analyzed. It also gave a message saying it's very important I input my earliest known ancestor's last name and city where born. If I knew that, I wouldn't need the ding dang test. It also urged me to link to myheritage.com.I suspect that they are dependent upon whatever results myheritage comes up with. Coincidentally, before I knew they were associated. I ordered tests from both companies. And when I mailed in the samples, even though they were testing for different things, they went to the same address. I think that when I did as they asked and linked my two accounts, they saw that my heritage test still had one week to complete. Then, they changed my "complete" status to "still analyzing". I don't understand why they can't just give me the test results that I ordered from them. It definitely leaves me feeling like they are not competent enough to complete the tests they advertise. Either they can read DNA or not. Either way I have no answers and unfortunately, I did not do enough due diligence beforehand, because they were referred to me by an entity I trusted. So that's my fault. It's hard to know if anyone is legitimate these days. I feel like I paid hundreds of dollars and I can't even trust the results if I ever get them.
14 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share this. We’re sorry for the confusion and the experience you’ve had so far. We completely understand how frustrating it feels to pay for testing and not immediately know where to find results or what’s happening next.
We’ve sent you a request for your preferred contact information so a member of our team can reach out directly. We’d be happy to (1) review your kit status, (2) confirm exactly where your results will appear in your account, and (3) give you a clearer expectation for when anything still processing will be ready.
A few quick clarifications that may help in the meantime:
1) About the status changing (“Completed” vs. “Analyzing”)
Sometimes a test can move between stages as different parts of processing finalize and reports are published. That shouldn’t feel unclear, and we agree we can do a better job making this more transparent in the portal. We can look at your specific kit(s) and explain exactly what stage each one is in.
2) MyHeritage is not required for your FamilyTreeDNA results
Your FamilyTreeDNA results are not dependent on MyHeritage in any way. We generate your DNA results directly through FamilyTreeDNA, using our own reports and matching database.
We do offer an optional, “nice-to-have” feature that lets FamilyTreeDNA customers link a MyHeritage family tree (or other tree options) to make genealogy work easier—but linking is not required, and it does not delay or change your results.
Regarding the shipping address: it can look confusing, but there’s a simple explanation. FamilyTreeDNA operates its own laboratory, Gene by Gene, and MyHeritage uses our lab to process some samples. That’s why kits from different companies may be mailed to the same lab address—even though the services, databases, and results platforms remain separate.
3) Why we ask for an “Earliest Known Ancestor” (EKA)
This field is optional, and it’s not a “gotcha.” The reason we ask is simple: it helps you and others make sense of DNA matches. Genetic genealogy works best when people can compare matches plus what they know about their family lines. Even if your earliest known ancestor is a great-grandparent, that can still be helpful context.
If you don’t know an ancestor (which is very common for adoptees or anyone with limited family information), you can leave it blank or enter “Unknown.” You won’t be prevented from receiving results.
We’d really like to help you feel confident in what you purchased and in the results you’ll receive. Once we have your contact details, we’ll follow up to walk through your account, explain what you’re seeing, and confirm next steps.
— FamilyTreeDNA Support Team
Four months.no response from FTDNA…
Four months.no response from FTDNA UAE.payment is done.not delivered yet.no reply from support.order no.3439.either refund 1450AED or deliver the kits and complete test procedure.I am really disappointed.thanks
27 août 2025
Avis spontané
Réponse de FamilyTreeDNA
Thank you for sharing your contact details so we could investigate.
After reviewing the information you provided, it appears your purchase was made on a fraudulent website that is not affiliated with FamilyTreeDNA (the domain used was familytreedna.ae). Unfortunately, we do not sell through that site and we’re unable to access or fulfill orders placed there. Our only official website for purchasing kits is familytreedna.com.
We’re truly sorry this happened to you. We’ve already emailed you directly with the recommended next steps (including how to pursue a refund and how to report the transaction), and we’re here if you have any questions or need additional documentation to support your dispute.
—FamilyTreeDNA Support Team
Delivery of kit takes >3 months.
Ordered a kit in October 2025, its now January 2026 and still waiting. They chose very poorly for their courier partner (DHL).
5 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share your feedback. We sincerely apologize for the delay and the frustration this has caused. This is not the experience we aim to provide, and we are committed to resolving this for you. A member of our team will be reaching out to you shortly to address the issue and make things right.
I paid for Big Y expecting not just raw…
I paid for Big Y expecting not just raw sequencing, but expert interpretation and definition of the results. That did not happen.
FTDNA delivers data, but offers no meaningful consultation, no clear explanation of what results can or cannot resolve, and no guidance for isolated or underrepresented branches. Project admins are volunteers, not analysts, and in my experience were either unresponsive or removed participation rather than address legitimate questions.
The outcome was technically correct but practically useless for my research goals, with no one willing to clearly state the limits of the data.
This service may work if you already match a large cluster. If you need expert interpretation or gap-bridging analysis, manage expectations accordingly. Nothing but a pending Y group 2500 years ago due to lack of compare able data.
1 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share such detailed feedback. We’re sorry to hear that your experience with your Big Y results did not meet your expectations or research goals. We understand how important clear interpretation and guidance are, especially when working with complex or underrepresented branches.
We’ve sent a request through Trustpilot for your contact information so that a member of our customer service team can reach out to you directly with helpful resources for understanding your results and navigating our reports. We appreciate you sharing your perspective, as it helps us identify where we can improve support and clarity for our customers.
Poor experience due to buggy software
EDIT: The bug in the "Home Person" settings for the family tree has finally been fixed. Changing review from 1* to 3*.
Purchased Big-Y-700 + mtDNA-full + Family Finder (autosomal) for myself in August 2025.
My biggest gripe is the inability to set the Home Person for the DNA test in the linked MyHeritage family tree. On the front page (Dashboard) it has action items for me to complete, and linking the Home Person is marked there as "IMPORTANT". Yet it is not possible to do this due to a bug in their software (confirmed by customer service).
If it's important (and I absolutely agree that it is) - then why on earth don't they fix it?!
I paid a lot of money for this DNA test and I expected a far better experience.
24 octobre 2025
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share your experience. We completely understand how frustrating it can be when something important in your account isn’t working the way it should.
We’ve requested your contact information from Trustpilot so we can reach out directly and look into this issue with you. Our team is also continuing to work with MyHeritage to address the bug affecting the Home Person setting and to improve the overall integration experience.
We truly appreciate your patience and the chance to make this right.
FamilyTreeDNA
Absolutely Unacceptable Customer Service and DNA Handling Delays
I deeply regret ever trusting FamilyTreeDNA with my grandmother’s genetic data. I accidentally uploaded the wrong autosomal DNA results to her account and immediately submitted a removal request. I was assured it would take just a couple of weeks. That was over a month ago, and not only has the data still not been removed, but the company has completely ignored every single one of my follow-up emails.
I’ve contacted them multiple times for status updates and have received zero response. No acknowledgment, no timeline, no resolution—just silence. This is not just poor customer service; it’s negligent and disrespectful.
To make matters worse, I purchased an mtDNA test for my grandmother through her account, and she’s now unable to take or submit the test because FamilyTreeDNA refuses to remove the incorrect upload. So not only are they holding her data hostage, they’re also blocking access to services I paid for.
This experience has been a nightmare. If you value transparency, responsiveness, and basic professionalism, do not use FamilyTreeDNA. Their failure to act and communicate is inexcusable.
Update after response by business: False claim to resolve issue. They never reached out to me. They still haven't responded to my previous emails requesting an update on the removal of the uploaded DNA file.
2 septembre 2025
Avis spontané
Réponse de FamilyTreeDNA
Hi, I’ve spoken with our Customer Service team, and they’ve confirmed that your issue has been resolved. Thank you for giving us the opportunity to assist — we’re so glad everything has been sorted out and truly appreciate your patience throughout the process.
If you’re happy with the resolution and the support you received, we’d be grateful if you’d consider updating your review to reflect your experience after the issue was resolved. Your feedback helps us continue improving and providing the best possible service for our customers.
FamilyTreeDNA
EDIT - No support, no product resolved
Purchased upgrade to process my rawdna on 30 July, it is now 17 September and still no results despite the website claiming it takes 24 hours. I have spent 19 dollars for nothing, and the support is extraordinarily slow to respond.
Update: the support team offered me a full refund as well as resolved my issue after this, which I deeply appreciate and has left me with an overall good experience
17 septembre 2025
Avis spontané
Réponse de FamilyTreeDNA
We’re sorry for the delay in our customer service response and any frustration it may have caused. We’ve sent a request for additional information so we can look into this further and help resolve the issue as quickly as possible.
Thank you for your patience — we’re here to help.
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