After the initial fiasco (see this post) of ordering DNA kits for my uncle and grandmother, and after not being able to contact the company by phone, I decided to put social media to work to try to remedy the situation. I posted a message on 23andMe’s Facebook page and my blog automatically posted a link on Twitter. (Note: I placed my order at about 2:00 p.m. EST on Monday, February 18; published my blog post/Twitter post roughly 2 hours later)
It took several hours (almost 24) for a company representative to respond. Here is the Twitter conversation:
Here is the Facebook conversation (my original comment was made at 6:09 p.m. EST on Monday, February 18 – these screenshots were taken Wednesday night, so “yesterday” refers to Tuesday, February 19):
I took their advice and sent an email. I actually got a speedy response (only took about an hour):
Even though I didn’t receive my “your order has shipped” email until nearly 3 hours later, they said it was already in the process of being shipped by the time they received my email request. Oh well.
I will say that even though their customer service is
somewhat incredibly lacking, they were kind enough to offer me a $15 discount on a future purchase for my trouble.
In any case, we’ll see how things go from here (how long before I receive the kits, how long before I receive results, etc.) before I decide whether there will BE a future purchase.
The website says that it should take 5-8 days to receive the kits. Then I have to ship them to my uncle and grandmother, which will take another week. Then the samples have to be collected (another week) and mailed to the lab, which – according to the website – takes about two weeks, then three days to process. Once the specimens are received and processed, I should have results in 6-8 weeks. (I note that the time frame was 4-6 weeks just a couple of weeks ago). I should have results by the end of May.
Bottom line is that if you plan on ordering more than one kit, and you intend to have them shipped to more than one address, you MUST place a separate order for each kit.** We can perform DNA genotyping, but we can’t figure out how to calculate shipping to two separate addresses? Amazon does it all the time with gift shipments and I don’t have to place separate orders for those. I don’t get it.
I am interested in hearing feedback from others who have used 23andMe – I know there must be someone out there who has had an excellent experience with them who can say something to alleviate my concerns about what I can expect from this point forward.
**I did finally find one of the FAQs buried deep in the website that says you have to place separate orders for each kit if you want them shipped to different addresses. Seems like this is something that should cause a popup or some sort of flag on the order screen as soon as you click on “add another kit.”**
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