Dante Labs

Hi Iris, We are truly sorry to hear about your experience and the delay you’ve encountered. We completely understand your frustration, and we sincerely apologize for the inconvenience caused. This is not the level of service we aim to provide. We would like to investigate your case as a priority and provide you with a clear update. Thank you for your patience, and we look forward to resolving this for you. Best, Francesca Dante Labs

Dear Gerard, Thank you for your feedback. We’re truly sorry to hear about your experience and understand how frustrating this situation must be. We can confirm that we have been in contact with you and have provided clarification regarding your case. For samples processed several years ago, access to data may be impacted by platform changes and long-term data management processes. While in some cases data can be restored from our archives, in others this may unfortunately no longer be possible. We understand how important this is and sincerely apologize for any disappointment this may have caused. Please know that we remain available should you need any further assistance. Best regards, Francesca Dante Labs

Hi, Thank you for taking the time to share such a detailed review, we truly appreciate your feedback. We’re glad to hear that you ultimately received your results and that your experience with our customer support team was positive. At the same time, we sincerely apologize for the delays and difficulties you encountered, especially with kit availability, customs clearance, and the time it took for your sample to reach our lab. We completely understand how frustrating that must have been. Your comments regarding communication, sample ID clarity, and website usability, particularly access to raw data, are very valuable. These are areas we are actively working to improve, and feedback like yours helps us prioritize the right changes. Regarding the raw data download, please feel free to contact us at [email protected], we’ll be happy to assist you in accessing your files. Thank you again for your balanced and constructive review. We’re committed to improving our processes and providing a smoother experience moving forward. Best regards, Francesca Dante Labs

Hi Pierre, Thank you for your feedback, and I’m truly sorry for the long delay and the frustration you’ve experienced. We completely understand how important it is to access your data, especially after such a long wait. The issue you’re encountering with downloading your genomic data is due to a temporary technical limitation on the platform, not a loss of your data. I can confirm that we are already in contact regarding your case via [email protected], and we are actively working to resolve this for you as quickly as possible. Your full genomic data is safely stored, and we are doing everything we can to restore full access. Thank you again for your patience. Best, Francesca

Hi Denise, Thank you for your feedback, and we’re very sorry for the delay in our response. We understand how frustrating this must have been, and we’re especially sorry that it gave you the impression of a “customer service black hole” or that your purchase was at risk, this is certainly not the experience we aim to provide. While there was a delay, we can confirm that your case has now been addressed and support has been provided. If you need anything further, please don’t hesitate to reach out, we’re here to help. Best, Francesca

Hi Sizanna, Thank you so much for your kind words! We’re really glad to hear you found the information helpful. It was a pleasure assisting you, and we’d be happy to support you again anytime. Best regards, Francesca Dante Labs

Hi, Thank you for your feedback! We’re glad to hear you found our service professional. Your support means a lot to us. Best, Francesca | Dante Labs

Hi Travis, thank you for your kind words! We’re really glad to hear that you found the range of reports valuable. We’re continuously working to improve the quality of our insights and overall experience. If you ever have feedback or questions, we’re always here to help. Best, Francesca | Dante Labs

Hi Ante, thank you for your feedback and for giving us the opportunity to regain your trust. We truly appreciate your patience during the waiting period, and we’re glad to hear that our recent updates met your expectations. We’ve made significant improvements to our processes and communication to ensure a much smoother experience going forward. Your experience matters to us, and we are committed to making sure this does not happen again. If you ever need any assistance, please don’t hesitate to reach out.

Hi Andrei, Thank you for your detailed feedback. We’re glad to hear that you found the delivery and sample collection process convenient, and that the reports and data access met your expectations. At the same time, we truly appreciate you highlighting the delays and the difficulty in reaching our support team. We’ve made important improvements to both our turnaround times and customer support to ensure a smoother experience going forward. If you ever need assistance, please don’t hesitate to reach out, we’re here to help. Best, Francesca | Dante Labs

Hi Stef, thank you so much for sharing your experience. We’re sorry to hear you had some initial issues receiving your kit, but we’re glad our support team was able to assist you quickly and get everything on track. It’s great to hear that you found the process simple and easy to follow once your kit arrived. We’re especially pleased that the turnaround time exceeded your expectations and that you found the reports detailed and helpful. It means a lot to know that the insights provided are helping you better understand your health and support conversations with your doctors. Thank you again for your trust, we’re here if you ever need any further assistance. Best, Francesca | Dante Labs

Dear Alex, Thank you for taking the time to share this. We are sorry for your experience, this is not the standard we hold ourselves to, and we understand why it has left you without confidence in us. The inconsistencies you encountered are not acceptable, and we take full responsibility for them. We have been working hard to improve our operations across the board, and we want the opportunity to make this right for you specifically. Please contact us at [email protected] with your order reference. We will pick this up directly and work toward a clear, honest resolution. Francesca | Dante Labs

Hi, thank you for your thoughtful feedback. We’re glad to hear that you had a positive experience with our customer service, and we appreciate your patience regarding the kit dispatch and return process. We’re continuously working to improve these aspects to make everything as smooth as possible. It’s especially meaningful to hear that your results provided useful insights and helped you reflect more deeply on your health. Supporting more informed conversations with healthcare professionals is exactly what we aim for. If you ever need any assistance, we’re always here to help. Best, Francesca | Dante Labs

Thank you for your patience and for sharing your experience. We completely understand why, after such a long wait, you felt that way. A delay of this length is not acceptable, and we are truly sorry for the frustration and uncertainty it caused. We appreciate you giving us the opportunity to deliver your results, even after you had already made other arrangements. Situations like yours are exactly why we have made significant improvements to our processes, so that this does not happen again. Thank you again for your understanding. Francesca | Dante Labs

Niisku, thank you for taking the time to share this. You had purchased the Bundle with All Panels reports. You do not have to pay for a premium subscription. Your sample is being upgraded, so that you can see all reports. We released several samples today. We should have upgraded your sample before the release. Yours is useful feedback. We have been working hard to improve our operations across the board, from laboratory processing to how users access and navigate their results, and we are committed to making sure experiences like yours are not repeated. Francesca | Dante Labs

Dear, Thank you for sharing this. We are sorry for your experience, this is not how we want things to go for anyone who has trusted us with something as important as their genomics journey. We have been working hard to improve our operations and close outstanding cases, and we want to make sure yours is resolved properly, not just acknowledged. Please write to us at [email protected] with your order reference and kit ID, and flag it for my attention. We will ensure this gets a direct, personal response, not a template. You have waited long enough for a real answer, and we intend to provide one. Francesca | Dante Labs

Hi, Thank you for your feedback! We’re delighted to hear that your experience exceeded expectations and that everything was completed so quickly. Providing a fast and reliable service is very important to us. If you ever need any assistance, we’re always here to help. Best, Francesca | Dante Labs

Ralf, thank you for sharing your experience. We are sorry this has not been the experience we want for anyone who trusts us with something as personal as their genome. What you have described is serious, and we do not take it lightly. We have been working hard to improve our operations across the board — from laboratory processing to how we communicate with the people who use our services — and we remain fully committed to making this right for every user affected. We would like to address your case directly and ensure your premium reports are delivered as a priority. Please contact us at [email protected] with your order reference, and we will make sure this is picked up without delay. You have received the code for the Premium Reports. Please reach out to us and we can send you a new code. Francesca | Dante Labs

Hi Stella, Thank you for your kind feedback! We’re glad to hear that communication with our team was smooth and that you received your results sooner than expected. Providing a responsive and efficient service is very important to us. If you ever need any assistance, we’re always here to help. Best, Francesca | Dante Labs

Thank you for sharing your experience. We're sorry this didn't meet your expectations, that's not the standard we hold ourselves to, and we take it seriously when a user tells us something hasn't worked as it should. We have been working hard to improve across every part of our service, and we want the chance to make this right for you directly. Please reach out to us at [email protected] with your order reference, and we'll look into your case personally. Francesca | Dante Labs