Nebula Genomics Reviews 845

Submitted sample in September. No communication from the company just awaiting results. Now web page says insufficient sample contact customer service. The link is another bot that requires another log in and password. They could easily automate customer contact every step in the process, instead I have been chasing them for 6 months. Their shoddy customer service leads me to doubt the accuracy of their results if I ever do receive any.

I was getting worried by reading other reviews but then my report arrived. For me it took almost 4 months but that was expected.
Note that I'm from Italy so I also had to ship back the sample myself.

They charged me $100 for an autorenewal that I did not want. They refuse to refund the fee which is a terrible business practice. Any reputable business will not charge you for a service you do not want and have not used. I have reached out multiple times, and they are happy to keep scamming.

It’s been nearly 6 months since I sent my sample. All I get from customer service are automated replies, with no reply to my request for either an ETA or a refund. Do not recommend.

Bad customer service. I've been very patient and waiting for some positive news for the last 18 month. The first sample dna failed, i've got the replacement kit. The second attemp was also unsuccessful. Well now its over 8 month, and i still can not get the results for the third dna sample that i sent. Customer Support always replies with the same information. I had some luck as nebula made an excpetion for me and returned my money after about of week and several attempts

I requested a refund for their service and it was approved by their customer support. They promised to refund in 5-10 days now it has been 14 days already and no answer from them why is there a delay and when can I receive my money back.

I would not suggest using their service as to me this seems like fraud and scam.

I paid for the most comprehensive test I could get, as I've spent over ten years trying to get my medical situation properly diagnosed and treated, yet doctors continue to be confused about what could possibly be wrong. I feel the answer lies in my genes, so I paid out of pocket for this test. I sent in my DNA in mid October 2023. In late December, I requested an update and was told my results were in the QC phase. January 9th 2024 I asked for another update, as the tracker on my account still simply says "sequencing"... I did not receive any reply to that email. Last week I sent another follow up requesting information on the status, noting it has to be past the expected timeframe to receive results. I did not receive a response to this either.

Today I sent another email but I am not very hopeful at this point. I feel as though I have been ripped off - I do not have results after 4 months of waiting, and I'm out $1k or more. At this point it's probably too late to report to my bank, but I'm hoping this review will get them to either refund me or speed the process along so I can have my results. Or both would be great but I'm not going to hold my breath.

If I had known it would take this long, I would have used a different company.

This company is a joke. Every time I reach out to them Matt and Michelle respond saying they working on it and that it is taking time. When ordered was told it would take 4 months max. I ordered and they received my sample back in Aug 2023 and here it is now almost March of 2024 with still no results. Paid more than enough to figure out my medical info and all they can respond with is "It's in progress" I need answers for my medical!

I have made several unsuccessful attempts to get a response about the status of my test after the system was having problems and supposedly corrected according to their team. I started this process in September 2023, and in November 2023, I was at the same step in the portal, which stated, "Your sample has passed all the control tests and is being sequenced!" Now no one will respond to my inquiries. Have they gone out of business?

My DNA was received by Nebula in late August. Its now Feb 8th and is in the status extraction phase. This is after having been shown as in the sequencing stage. I had numerous tickets and email exchanges submitted and yet, I have no results.

I can't get anyone to fix this problem. Sad experience.

Chrissie Quinones Has been extremely empathetic to my plight of meeting every criteria of carney complex, every symptom which has ended up resulting in a surgical oncology appointment with teams of oncologists, surgeons and specialists to help manage this disease. I invite Nebula to partake in this research and though I’m saddened I am also at peace finally knowing what a 35 year long illness actually is. I pray they can help me faster then getting my genome sequence back from UT Knoxville.

Got exactly what was expected. The wait was about 3 months which was expected. I did not deal with customer service as I received everything I ordered.

My sample was submitted on November 20th. I have submitted multiple tickets asking when I can expect my results and I always get the same form response that my sample is being processed and no actual answers to my questions. Their timelines on their website are completely inaccurate and I have no idea if/when I’ll ever get my results. Terrible customer service and no communication.

Like many, many others, I am now waiting over FIVE months for my ill child’s results. I contacted customer service around the 14 weeks mark and was told it was in the quality control stage. Somewhere around 18 weeks, I noticed it had moved to the sequencing stage, though this isn’t communicated. This week makes 22 weeks of waiting. These terribly long wait times are double what they advertise. I feel cheated and unsure if our results will ever arrive. I wonder how many customers never get results at all? Had I known it might take 4, 5, 6? months, we would have gone with another competitor and had our results by now. Given the circumstance for my child, we are considering a charge-back from our credit card and switching to a competitor. At this rate we may get new results sooner than these. Buyer beware!

My sample was received and ready for extraction on August 2nd, 2023; to this day (January 8th, 2024), I have not received my results. At the start of december, they replied to one of my emails telling me that my sample needed to be repeated and that such a process would take "a few weeks", no way of knowing what they consider "a few weeks" to be. After this experience and looking at the other reviews and comments in social media I am already worried I won't be receiving my results at all.

The idea of Nebula is good and the scientists who are behind it are first rate. But the execution is poor. As many have noted, there is far too long a lag time from submission to results reporting. Clearly, the company has not invested in the lab to provide timely turnaround. In clinical medicine-molecular pathology, sequencing takes a few weeks at most. Second, the written and visual material that accompany the results are poor and undecipherable to a non-specialist. They are written as if the reader is a PhD geneticist. Their documentation should be totally revised by a real science journalist who writer for the general public. As of now it is borderline useless. Take a look at the 23andMe documentation for examples. Third, the required subscription to updates seems to involve almost daily emails on new papers describing correlations of single DNA changes with human traits. In general, these are simply pulled off Google searches or sites such as Science News. SNP correlations with single traits are highly misleading and in many cases, non-repeatable. They have been next to useless in medicine. I thought that the point of whole genome sequencing was to get beyond these single changes.

1.29.24 They have redeemed themselves and sent me my reports. Frustrating but worth it in the end.They really need to improve the experience

1.16.24 update: I requested an update and was now told that my DNA was still being sequenced and going through quality control. This is a direct contradiction to being told that my DNA was completely sequenced. They can't keep their story straight. I wish I had seen these reviews before I paid, I never would have selected Nebula Genomics. I wonder if I'll ever see my results. 1.4.24 Edit to update changed from 5 star to 1 star: It's been over 16 weeks since they notified me my results were at the lab. I ordered the kit 6 months ago. I've contacted them a couple of times, yes they always reply, with an excuse. So I contacted them again today and was told that after successfully sequencing my DNA there is now a problem with the quality of my sample...another delay? what comes next? They said in today's reply that speed and accuracy are their hallmarks, but as others have noted that is NOT the case. At this point I have to agree with everyone else, this is teetering on fraud.

***Original review: This is my Nebula Genomics experience so far and will update once I get my results: I paid 450.00 (includes a lifetime subscription). This is an incredible value. You are getting whole genome sequencing verified 30 times (in my case included in what I paid for). I never thought I would see that in my lifetime.

I found Nebula's customer support to be responsive and accurate. They were helpful in updating me on the true status of my reports. This was impressive.

A couple of suggestions to Nebula, make the website timeline more accurate (perhaps including more steps) to give a better user experience. Add a chat to help the customer feel heard. Be more transparent with "the order and arrival time of the sample to the lab journey", in my case it took 3 weeks to receive my kit, over 3 weeks for it to get the Nebula, and over 3 weeks to get to the lab. This initial journey was over 10 weeks. Actually processing the sample has been over 14 weeks and I continue to wait.

Because I am a Senior Quality Assurance Analyst in a completely unrelated software technology industry, I understand the challenges and timeframe of delivering such an overwhelming amount of information accurately. To me the wait is not bad for the product I am receiving. Transparency and setting correct expectations for the amount of time it actually takes would be helpful in creating a better user experience.

I did 23andme 11 years ago and paid $99.00 for a .02% static genetic test run once. (at that time included some basic health and disease carrier traits). I was interested in my heritage. 23andme has updated my genealogy, completely removing and adding ethnic results several times. Any important health results were "inconclusive" so not the best for giving accurate detailed information on anything. 23andme was also forced to clarify their entertainment versus accuracy status, causing them to remove health and hereditary disease results and lowering their percentage of accuracy on the potential genealogy results. I still have access to all my results as I had paid for them but get no updates (other than ethnic clarification)

Again this is an unbelievable value for what you are getting, yes you have to wait for it and that needs to be communicated better. No regrets so far.

Test received by the lab in August. After 11 weeks with no updates I contacted customer support and was told my kit was in QC. I contacted them again at 14.5 weeks (already past the advertised 12-14wk time window) and got a reply saying they would check, at which point the tracker changed to sequencing, although I did not receive an update from support. It has been now 17 weeks, I’ve contacted support 4 times in the interim and received only one reply a week ago that told me they would check and update me. They did not. No reports yet. Extremely frustrated with both the delayed turnaround and the lack of responsiveness from support.

Long story short, I’m currently looking for an attorney. I spent 1300$ for a test. They sent the kit, I sent it in and was waiting 12 weeks for my results. I checked the status after 4 weeks and it was only received and never went to processing. When I sent an email [no customer support via phone which is the first red flag] they said there was a problem with the sample and they would need to resent a kit. When I responded I was never notified they told me they always email when there is a sample that is tainted. So I did an email search and of course I was never in receipt. So, I inquired again and asked what happened to my sample and asked when I would get another sample. No response, Again, no phone number to call either. I receive daily marketing emails even though I already bought the test but nobody fixing my issue. Too much money to have these issues. I am looking for a lawyer. I suspect many people have this same issue.

STAY AWAY! HORRIBLE CUSTOMER SERVICE. They make you sign up for a yearly subscription, and then if you forget to cancel, you're screwed. $150 down the drain. Customer service doesn't even respond to your emails. Also, the results of the test were much harder to interpret than I had hoped. What a complete waste. I would NOT recommend under ANY circumstances!