Dante Labs

Jan, We are thrilled to hear that everything went so smoothly and that our Customer Service team was able to support you quickly. While being in Europe certainly helps with shipping times, we strive to provide this level of efficiency to all our users. It’s great to have you as part of our community. Thank you for choosing Dante Labs for your DNA journey!

Anastasia, thank you for sharing this. We are sorry — this is not the experience we want for anyone using our service, and we understand your frustration completely. At this price point, and at this stage, you deserve clear answers and a resolution, not silence. We have been working hard to improve our operations and close our backlog, and we want to make sure your case is resolved as a priority. Please contact us at [email protected] with your order reference (EU35222W) and we will look into this directly and get back to you with a concrete update. If you have already been in touch with our support team, please reply to that thread and flag this review so it reaches me personally. We take this seriously. Dante Labs

Andrei, thank you very much for your review. It is a pleasure to know that you appreciated the quality of our analysis and the support of our team. Our mission is to provide world-class genomic data, and knowing we succeeded with your experience is a great reward for us. We remain at your full disposal for any future needs. Dante Labs

Nizar, thank you for sharing this. We are sorry — this is not the experience we want for anyone who trusts us with something as personal as their genomic data. You deserve better, and we take that seriously. We have been working hard to improve our operations and turnaround times, and we are committed to making sure every user gets the results and support they paid for. We want to resolve your situation directly and without further delay. Please reach out to us at [email protected] with your order reference, and we will prioritise your case. We will do everything we can to reach a fair resolution for you. Dante Labs

Dilara, thank you for writing. Your order reference is noted. Not receiving your kit after purchasing in November is a legitimate problem, and your frustration is entirely reasonable. This is not how the process should go. We have been investing in our operations and working to ensure every order is fulfilled correctly — but that does not resolve your specific situation, and that is what matters here. Please contact us at [email protected] with your order reference #EU35687W. We will treat this as a priority and work toward a resolution — whether that means getting your kit to you or processing a refund. You should not have to escalate further to be heard, and we intend to handle this directly. Dante Labs

Dear Utku, Thank you for writing this. What you have described — confirmed sample receipt, no results, and then losing visibility of your order entirely — is a genuinely poor experience, and I understand why you have drawn the conclusions you have. We are not a scam. We believe in our mission and take our responsibility very seriously. We agree with your comments about delays and communication — and we disagree with the characterisation of Dante Labs as a scam. We have been working hard to resolve our backlog and have invested in our sequencing lab and expanded our partnerships to ensure no one experiences this going forward. Your sample and your order are not lost. We can locate them and bring this to resolution. Please email [email protected] with your order reference and we will pick this up directly. Dante Labs

Diall, thank you for laying this out in detail. I am sorry that you felt betrayed by your interaction with us, also regarding your chargeback with PayPal. You bought your test from us, and we are responsible for your full experience. I won't minimise our responsibility. None of that helps you right now. Please contact us directly at [email protected] with your order number or sample ID. I will personally review your case and ensure that your restulst are delivered ASAP — not passed around. Alison | Dante Labs

Dear Krishna, Thank you for taking the time to share this. A year without results or a response to your emails is not acceptable, and I understand why you are questioning what has happened with your sample. Your concern about processing and storage is legitimate given the silence you have experienced — I am not going to minimise that. We have been working hard to improve our operations, reduce turnaround times, and communicate more consistently with users who are waiting. We have not done that well enough in your case. What matters now is resolving this for you directly. Please email [email protected] with your order reference and kit ID, and mark it for my attention. We will locate your sample, give you a clear status update, and make sure you are not left without answers again. Dante Labs

Dear Ardi, thank you for taking the time to share this. A two-year wait with no communication is not acceptable, and we understand why you are frustrated. You deserved timely results and responses, and you did not get either. We have been working hard to fix this. We invested in our sequencing lab and expanded our partnerships to close the backlog and ensure no one will ever experience delays in the future. We also recognize the need for more proactive customer communication, and we have made changes there too. What matters right now is resolving your situation. Please contact us at [email protected] with your order reference and we will make this a priority. We want to get your results to you and make sure you have the support you should have had from the start. Dante Labs

Dear MSc, thank you for sharing this. Two and a half years is far too long, and your frustration is completely justified. To be clear for anyone reading this: our delays have been in laboratory processing, not in receiving or handling samples — but that does not make the wait acceptable, and we know it. We have been working hard to reduce our turnaround times, and we invested in new high-throughput sequencing capacity specifically to close the backlog and ensure no one experiences this going forward. Sample viability is something our lab team can assess directly when we look at your case. Please contact us at [email protected] with your order reference and we will investigate your specific situation and give you a straight answer on where things stand. Dante Labs

Dear Danielle, Three years without results is not acceptable, and the responses you received along the way made things worse, not better. Being told your sample was on a "priority list" and then hearing nothing is exactly the kind of communication failure we have had to own and fix. We experienced significant delays and have been working hard to release all results and reduce our average turnaround time. We now have a new high-throughput instrument and dedicated consumables aimed at closing the backlog, and we have invested in expanding our lab partnerships to make sure this does not repeat. Your case needs direct attention, not another form response. Please email [email protected] with your order reference and ask for it to be escalated to me personally. We will look at where your sample stands and give you a straight answer. Dante Labs

Dear Customer, Thank you so much for your positive feedback! We are thrilled to hear you had a great experience with our customer care team. Your support means a lot to us.

Dear Jaja, Thank you for sharing this — and for including your order reference, which helps us act quickly. A portal stuck on "Sample Registered" for this long, combined with no response from support, is not acceptable. We hear your frustration, and we are not dismissing it. We have been working hard to improve our operations, reduce turnaround times, and communicate more proactively with users — but clearly that has not reached you yet, and that needs to be corrected now. Please email [email protected] with your order number EU35066W in the subject line and mark it for my attention. We will locate your sample, give you a clear status update, and agree on next steps directly with you. You should not have to threaten a chargeback to get a response. Dante Labs

Dear Nikola, Thank you for taking the time to share this. Ordering five kits for your entire family and then receiving results for only two of them — with no response to your follow-ups — is a serious failure, and I am not going to minimise that. Three kits unaccounted for and no communication from our team is not acceptable. We have been working hard to improve our operations, and part of that work has been addressing exactly these gaps in how we keep users informed and supported. Your remaining three kits need to be located and processed. Please write to [email protected] with your order reference and kit IDs. We will treat this as a priority and get back to you directly. Dante Labs

Thank you so much for your kind review! We are thrilled to hear that you found the journey into your deeper roots so interesting. Exploring our DNA is like reading a unique book about our own history, and we are honored to have helped you discover those chapters. Enjoy your results!

Dear Nynne, Thank you for taking the time to share this. Seven months without results and no meaningful response to your emails is not acceptable, and I understand why you are frustrated and want answers. We experienced delays and have been working hard to release all results and reduce our average turnaround time. We have also made mistakes in communication, and we take responsibility for that. Neither of those facts makes your wait acceptable, but we want you to know we are not standing still. What we need you to do now is email [email protected] with your order reference. I will personally ensure your case is reviewed and that you receive a direct, substantive response — not a standard reply about processing times. You deserve a resolution. Let us provide one. Dante Labs

Dear Thiago, Thank you for taking the time to share your experience. We are not a scam — we believe in our mission and take our responsibility very seriously. That said, we are sorry this was your experience with us. It is not what we want for anyone who places their trust in Dante Labs. We have been working hard to improve our operations across the board, and we would welcome the opportunity to understand what happened in your case and make it right. If you are open to it, please reach out to us at [email protected] with your order reference. We will look into this directly and respond as quickly as we can. Dante Labs

Dear Customer, we apologize for the delay experienced. We have implemented a new dedicated sequencing instrument and pipeline and we are closing the backlog. Please email us at [email protected] with your kit id and order number and we will provide you with more precise information.

Dear Customer, we apologize for the delay. We now have a new dedicated sequencing instrument and pipeline, and we are closing the backlog. Please message us privately at [email protected] with your kit ID and/or order number, and we will provide you with a precise update. Thank you for your feedback.

Shalina, thank you for taking the time to leave this review. We are sorry for the experience you have had — this is not what we want for anyone who has placed their trust in us, and we take that seriously. We have been working hard to improve our operations and strengthen every part of how we serve our users, and we want to make sure your case is resolved properly. A review like this one deserves a direct and thorough response, not a generic acknowledgement. Please reach out to us at [email protected] with your order reference, and we will look into this as a priority. Our team will be in contact with you directly to understand your situation and work toward a resolution. We remain fully committed to our mission: making genomics accessible to everyone. Dante Labs