I’m truly sorry you experienced this. Receiving a damaged kit is extremely rare, and the way this was handled did not meet our standards.
Legacy’s testing is performed in CLIA-certified labs using clinical-grade equipment and has been trusted by over 50,000 patients. We stand behind both the accuracy of our results and the quality of our materials, which is why when anything arrives damaged or is affected in transit, we immediately replace the kit at no cost or issue a refund.
I’m concerned to hear you felt resistance when requesting a resolution, and I will be reviewing that interaction directly.
Please contact our care team at [email protected]
with your name and order number so we can investigate your case, replace or refund your kit promptly, and ensure this is fully resolved.
Thanks,
Jaclyn, Head of Client Experience
So happy to hear about your positive experience! Our "multi-geography storage" is the only of its kind in this industry, and will make sure your samples are safe for years (or decades) to come. Thanks for sharing!
