Ancestry.com

Hi there, R M. We are deeply sorry for your experience. Waiting since December for your results is completely unacceptable, and we fully understand your frustration with how this has been handled. When a sample cannot be processed, our goal is to resolve it as quickly as possible, and it is clear we fell short in keeping you updated and getting your replacement sample processed in a timely manner. Before you proceed with your bank, we want to personally look into your account, locate your sample in our lab pipeline, and find a solution for you. Please reach out to our support team directly at [email protected] so a member of our Community Team can review your case immediately.

This is lovely to hear, Gail! We're glad to know you were able to pick up a few tips and tricks to help you in your research.

Thank you for bringing this to our attention, Mark. We understand how frustrating unexpected renewal charges and conflicting account information can be and apologize for the experience you've had. We want to ensure your account details and refund eligibility are reviewed properly, so please send us a direct message through any of our social media pages so our support team can look into this for you right away. We look forward to hearing from you and making this right.

What a journey it's been for you, Ingrid! We're thrilled that you've been able to find out so much, not to mention connect with cousins along the way, too! What a delightful surprise it must have been to have the manager of that hotel be able to put you in touch with some of your family. Thanks very much for taking the time to share this with us. We hope you'll be able to make even more connections in the future, too!

Thank you so much for the glowing review! We are thrilled to hear that you are enjoying our resources and that our support team could help make your experience a great one. Hearing that our service brings so much value to your journey truly makes our day!

Hi Diane. Thank you for sharing your feedback, and please accept our deepest condolences on the loss of your mother-in-law. We are truly sorry for what your family is going through, and we sincerely apologize for the frustration and lack of empathy you experienced during your call. Refusing to escalate your request to a supervisor and failing to show flexibility during such a difficult time falls far short of the care we strive to provide. We want to step in and handle this for you personally. To help us locate your account and review the order details, we are going to send a request via TrustPilot so you can provide us with your details. Once we have this information, a member of our team will personally review your case and work directly with you to resolve this situation for your family.

Hi there, Pat. We are deeply sorry for your experience. Ordering a kit and not receiving it after contacting us three times is completely unacceptable, and we understand why you feel so let down. This is not the standard of customer service we aim to provide. We want to fix this immediately—whether that means issuing a full refund or getting a replacement kit dispatched to you right away. Please send us a direct message at [email protected] with your order number and full name so a member of our team can review your account, resolve this without any further runaround, and make things right.

This is music to our ears, Janet! Thanks very much for letting us know.

Thanks for taking the time to share your kind feedback, Suzanne! If you'd like to sign up to attend future live classes, don't hesitate to do so below. Link: https://www.ancestry.com/t101648/rd.ashx?ancid=9v16wqrpzu We hope to see you there!

Hi Bill. We hear your frustration and truly appreciate your 25 years of dedication to family history. We’d like to reassure you that you do not lose your family tree or personal uploads when your subscription ends—your tree and media remain accessible on a free registered account. Regarding hints, our system matches public content across trees, which can sometimes result in receiving hints for photos you originally uploaded. Additionally, while government records are public, subscription fees cover the cost of digitizing and indexing millions of records to make them searchable. We want to help you access all of your hard work. Please reach out to us directly at https://support.ancestry.co.uk/s/contactsupport/ so we can assist you with your account today.

Thank you for taking the time to share your feedback with us, Lorraine. We're always happy to hear from our members on ways we ca improve. We strive to provide the best and most comprehensive online genealogical database out there, and you taking the time to share where we can innovate can be truly helpful to us in achieving this goal. We'd be happy to pass on your suggestions, but please also don't hesitate to submit this through the link below as well. Thanks again for contacting us. Have a fantastic day, too! Link: https://ancestry.az1.qualtrics.com/jfe/form/SV_eaMJAIOG9lwk709

Hi Isaiah. We are incredibly sorry to hear about the frustrating experience you have had with our customer service team. This is certainly not the standard of support we aim to provide, and we completely understand your frustration regarding the app glitch, the replacement kit, and the subscription access issue. If you could send us a DM through any of our social media pages, we'd be happy to investigate this for you and help however we can. We will have a specialist review your case immediately to ensure your concerns are properly addressed. Thank you for your patience with us.

Hi Kristine. Thank you for taking the time to share your review, and we sincerely apologize for the disappointing experience you had both with your results and our customer support team. We are truly sorry that your emails went unanswered after the automated confirmation—that is not the level of service we strive to provide, and we understand why that left you feeling ignored. Regarding your ethnicity estimate, we know how frustrating it is when your results don't reflect a known family heritage. DNA ethnicity estimates are calculated by comparing your DNA against our regional reference panels. Because we inherit a random combination of DNA from our ancestors, certain regions may not show up, or they may be represented by a neighboring population with a similar genetic profile. As our reference panels expand and science advances, we update ethnicity estimates for our members at no extra cost. Please contact our team directly using the links below. If you call or use the live chat, they are online right now and can access the previous contacts you have sent to us also. https://support.ancestry.co.uk/s/phonesupport https://support.ancestry.co.uk/s/contactsupport/

We're delighted that you were able to make this discovery, Judy! Thanks so much for sharing what you've uncovered in your research.

Thanks for getting in touch, McLaughlin. We're grateful to you for choosing Ancestry to help you in your family history research over the years, though we're sorry to hear of any concerns about what happens to your account after cancelling. We're grateful for the opportunity to clarify that any research that you've saved to your tree will remain there if you chose to cancel. Ancestry will not delete or remove any information that you've saved to your family tree. A membership is needed to access the records that we host, but we won't remove those resources from your tree if you need to take a break. You can find out more here: https://support.ancestry.com/s/article/Ancestry-Accounts-after-Cancellation We hope this information helps to clarify things!

This is wonderful to hear, Tracy! We hope you enjoy learning even more about your family history. 😁

Hi there, Tsvi! Thanks so much for taking the time to raise your concerns with us. We wanted to reach out to let you know that you should be able to link your wife's DNA test to the tree you've already created. To achieve this, your wife will just need to share their test to your account and assign you as a manager. Once that's done, you'll be able to view her results within your account, and link the test to your tree, too. You can find out more about how to achieve this below. We hope these steps can be a big help! Link: https://support.ancestry.com/s/article/Assigning-a-Manager-to-Your-AncestryDNA-Test

Thanks for bringing this matter to our attention, Kevin. We're sorry to hear about the back-and-forth you've experienced when requesting to cancel your membership. We'll be in touch with you shortly to request some more information so we can review this in more detail. If possible, it would be great if you could provide us with your Ancestry username, which you'll be able to locate within your Account Settings page, as linked here: Ancestry.com/account. We look forward to hearing from you again soon.

Hi BIlly! Thank you so much! We put a lot of heart into sharing the real stories of discovery, heritage, and connection that happen on Ancestry every day, so it means the world to hear that our campaigns resonated with you. We truly appreciate the support!