CRI Genetics

Hi Mayra! We're really sorry to hear about your experience. That’s definitely not what we want for you. To clarify, once your test is completed, all reports that were included in your purchased plan should be fully unlocked. What you’re describing doesn’t sound right, and we’d like to look into this right away. We will review your account and reports to ensure that everything you paid for has been properly activated. If anything is missing or incorrectly locked, we’ll make sure it gets resolved as quickly as possible. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

So glad you made it in time!

Thank you for the amazing feedback! We’re so glad you had a great experience and found your ancestry results detailed and meaningful.

Thank you for sharing your thoughts. CRI Genetics uses established genetic markers and peer-reviewed scientific methods to analyze ancestry. Our reports are based on DNA comparisons with global reference populations and are designed to reflect genetic lineage, not cultural or personal identity narratives. We’re committed to providing accurate, science-based results. At this time, DNA testing is not able to identify specific tribes. This is because current genetic science cannot reliably distinguish between individual Native American tribes at that level of detail. We are continuously improving our research, and if future scientific developments make it possible to identify tribal-level ancestry with confidence, we do plan to include those updates in your results.

Hello Dee! Thank you for sharing your experience, and we're really sorry to hear about the ongoing delays and frustration you’ve had. At CRI Genetics, our main priority is your complete satisfaction, and we want to turn this experience around for you. We do understand how the issue with shipping has impacted your overall experience with us. We'd be happy to personally review your order status and see what is going on. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hi Jan! Thank you for sharing your concerns, and we're sorry to hear you feel this way. We understand why the turnaround time and the structure of the reports may have seemed confusing or unexpected. To address your main concern first, yes, samples with your DNA was absolutely processed and tested. Once your sample is received in the lab, the actual processing time can vary depending on lab capacity, batching of samples, and the progress when your kit arrives. It will also depend on how complex your DNA samples are, which can result in faster-than-expected turnaround times than the 6-8 week timeframe being given. This does not mean the sample was not tested. As for your concern about the reports and pricing structure, we understand your frustration. The initial report includes core ancestry insights, while additional reports (such as more detailed traits and health-related insights) are optional enhancements that some customers choose to unlock. We’re sorry to hear that your experience did not meet your expectations. We do take feedback seriously and are always working to improve clarity around what is included upfront versus optional add-ons. If you would like, we’d be happy to review your specific results with you and go over them in detail to address any inconsistencies you’re seeing. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hi Sherry! Thank you for your feedback, and we're sorry to hear that the experience did not meet your expectations. We understand that some of the trait information may feel lighthearted, and we appreciate your perspective on its usefulness. We also tried to reach out to you via email to follow up and better assist with your concerns. If you’d like to discuss your report in more detail or have any questions about your results, please feel free to reach out to us by sending us an email to [email protected] or calling our customer care team at USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hi! Thank you for sharing your experience, and we're truly sorry to hear about your disappointment. We completely understand how important it is for your results to reflect your family history. At CRI Genetics, our main priority is your complete satisfaction, and we would really appreciate the opportunity to turn this experience around for you. To do that, we’ll need to review the details used when your kit was registered and take a closer look at your results to better explain your reports. Please reach out to us directly at [email protected]. You may also contact our customer care team at: USA: 1-800-571-9216 ; UK: +44 8002081204 We look forward to a productive conversation with you and to ensuring you receive the level of satisfaction you deserve.

Hello Stacey! Thank you for your feedback, and we're sorry to hear that you feel this way about your results. We’d like to clarify that our reports are based on your genetic data and are designed to show your ancestral origins, rather than your nationality or place of birth. DNA testing reflects where your genetic markers originate from over many generations, which may differ from where you were born or currently live. To ensure we support you thoroughly and address your concerns in detail, we have reached out regarding your case through #2859200 and will continue assisting you there. We’re committed to helping you better understand your results and answering any questions you may have.

Hello Maureen! Thank you for sharing your concerns. We want to assure you that we take these matters very seriously and are committed to fully addressing any questions you have about your report. Please know that your sample was analyzed accurately, and the results reflect the DNA you submitted. To ensure we support you thoroughly, we have reached out regarding your case through #2858842 and will continue to assist you there. We completely understand your desire to explore other options and connect with Welsh relatives, and we are happy to provide any clarification or guidance you need regarding your report in the meantime.

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you’ve experienced. We understand how frustrating it must be to wait for your kit and still encounter issues with registration—especially after receiving a replacement. Please feel free to contact us via email, phone, or chat, and we’ll be happy to check this for you right away.

Hi Daniel! Thank you for your feedback, and we’re sorry to hear that your experience did not meet your expectations. We’ve reviewed your account and can confirm that all reports included in your purchase have already been fully activated. Additionally, we’ve sent you a detailed email addressing your concerns under ticket #2857021. Regarding the Relative Finder feature, matches depend on other individuals in our database who have also tested and opted in. If close relatives have not participated, results may be limited or may not include familiar connections. We understand your concerns about additional offerings and how that may have come across. Your feedback is important to us, and we are continuously working to improve both our services and overall customer experience. Please feel free to reply to the email we sent, and we’d be happy to continue assisting you there.

Hi H Rodger! Thank you for sharing your feedback. I understand your concern about the level of detail compared to services like 23andMe or Ancestry.com. It’s important to note that CRI Genetics takes a different approach. While other companies may focus primarily on genealogy or distant relative matching, our reports are based on genetics and research-grade bio-geographical analysis. This means that even if family records suggest certain ancestries, your DNA may reveal regions of origin that differ from expectations. Our emphasis is on accuracy and scientifically validated insights rather than just broader genealogical connections. We are constantly improving our algorithms and reporting features to provide more precise and detailed results, and we’ll notify you when these enhancements are available. Your feedback is invaluable in helping us refine our services. We would also be glad to help you review your reports. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hello Rose! Thank you for taking the time to share such a detailed review. We’re truly sorry to hear about your experience and understand how frustrating this must have been, especially given your expectations for both usability and the depth of your results. We want to acknowledge your concerns across the entire process, from kit registration and sample collection to the navigation of the dashboard, the level of detail in the reports, and the frequency of communications. Your feedback is valid, and we sincerely apologize that the experience did not meet your expectations. Regarding your refund request, we can certainly assist in processing the refund for the two unused kits, and we’ll make sure this is handled appropriately. For your concerns about the reports, please note that our results are designed to provide genetic insights based on analyzed markers, focusing on likelihoods and predispositions rather than definitive diagnoses. We understand, however, that this may not have been clearly communicated and may have felt misleading, this is something we are actively working to improve. In terms of raw DNA data access, we understand your perspective. At this time, access is limited due to internal policies around data handling and privacy, but we recognize how important this is, especially when working with your doctor—and we appreciate you raising this concern. We also hear your feedback regarding the platform usability and report accessibility. To provide some context, the reports are categorized and displayed independently so that each section can focus on specific information without overwhelming the system. Because of the large amount of data and file size involved in each report, combining everything into a single page can affect loading times and overall performance. Also, new reports are being launched every week, so the current format allows the customers to easily identify which are the new reports. That said, we truly hear your concerns about the number of clicks, page resets, and switching between profiles, as well as the overall usability of the dashboard. Your feedback highlights areas where the experience can definitely be improved, and we will be sharing this with our team for further review. Lastly, we sincerely apologize for the volume of emails you received. We can absolutely adjust your communication preferences to ensure you’re not receiving unwanted messages moving forward. We truly appreciate your recognizing the efforts of our support team, and we’re sorry we fell short in resolving your concerns. If you’re open to it, we’d still like the opportunity to review your case further and see if there’s anything more we can do to make this right. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hello Carlos! Thank you for sharing your feedback and we completely understand how this can feel disappointing, especially when you were hoping to find closer or more familiar relatives. Regarding the limited or more distant connections you’re seeing, this is typically due to one or both of the following: No Known Relatives in the Database - DNA matches are only possible when biological relatives have also taken our test and are part of our database. If none of your close or recent relatives have tested with us yet, the system may only identify more distant genetic connections. Privacy and Consent Settings - Some individuals choose not to participate in genetic matching or prefer to keep their information private. We fully respect these choices, which means they won’t appear as matches even if a genetic connection exists. As a result, the matches shown are limited to individuals who have tested with us and have opted in to participate in relative matching. As more people join over time, there’s always a possibility that closer matches may appear. Regarding messaging, please note that the ability to read and respond to messages is available to users who are subscribed to the All Access Premium subscription. If your matches are not subscribed to or not actively checking their accounts, that may be why you haven’t received replies. We truly appreciate your understanding, and if you have any other questions or would like help reviewing your results, we’re here for you! You may reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hello Richard! Thank you for sharing your thoughts. We truly appreciate it! You’re absolutely right, CRI Genetics goes beyond just country-of-origin results. Our reports are designed to provide a more comprehensive view of your DNA, including paternal and maternal haplogroups, as well as insights into genetic traits and personality tendencies. It’s great to hear that you found the personality traits to be surprisingly accurate and recognizable. That’s exactly the kind of meaningful connection we aim to deliver through our reports. If you ever have any questions or would like help exploring your results further, we’re always here to assist you 😊

Hello Marianne! Thank you for sharing your experience. We understand your frustration with the wait for family connections. Matching can take time depending on how many relatives have tested with us and opted in to sharing. While our reports focus on providing accurate ancestry and trait information, we know that family matching is an important part of the experience for many users. We appreciate your feedback on pricing and results, as it helps us improve the value we deliver. If you’d like, we can review your account to ensure you’re seeing all available matches and reports, and guide you on ways to enhance your connections. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hello Ruben! That’s amazing to hear! We’re so glad your results were surprising and gave you new insights. It’s always exciting to uncover unexpected parts of your heritage.

Hello Jana! Thank you for sharing your feedback, and we’re truly sorry to hear how disappointed you feel especially after looking forward to your results for so long. We understand that the reports may have felt too general, particularly if you were hoping for more detailed family history or specific health insights. Our results focus on bio-geographical ancestry and genetic traits, which can sometimes feel limited compared to personal expectations. That said, we’d be happy to review your reports with you to ensure you received everything included and help clarify the information in a more meaningful way. Please reach out to us by sending us an email to [email protected] or calling our customer care team USA 1-800-571-9216; UK +44 8002081204. We look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!

Hello Dion! Thank you for sharing your feedback! We’re glad to hear that our communications have helped set clear expectations and provided you with useful insights. It’s wonderful to know that our updates and email content are making a positive difference in your experience.