23andme Reviews 

8,065
TrustScore 3.5 out of 5

3.6

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Review summary

Created with AI, based on recent reviews

Evaluating 740 reviews, most reviewers were somewhat happy with their experience overall. Customers appreciate the detailed ancestry and health reports that provide fascinating insights into family history, genetic traits, and ethnic backgrounds. People also find the platform useful for discovering new DNA relatives and navigating various interesting genealogical features. Some reviewers were not happy with the customer service, noting long delays, difficulties getting updates, and unhelpful responses when issues arose. Additionally, several consumers mentioned that the testing kits and premium subscriptions are quite expensive, making the service become costly over time. Users also expressed that some features can be confusing to navigate or hard to understand without clear instructions.

What people talk about most

Product

Customers had ambiguous experiences with the product. Reviewers praise the structured, accessible genetic... See more

User experience

People report ambiguous experiences with user_experience, highlighting both frustrating login hurdles and... See more

Service

Reviewers highlight ambiguous aspects of service, showing a sharp division in customer experiences. While... See more

Customer service

Consumers find customer service to be extremely frustrating and largely unresponsive. Reviewers frequently... See more

Price

Reviewers mention negative feedback about price, expressing widespread dissatisfaction with escalating costs... See more

Reviews shaping this summary

Rated 4 out of 5 stars

23andMe has been one of the pioneering companies in the field. The things that they do may be different than ancestry, MyHeritage and other sites, but 23andMe does many things better than other sit... See more

Rated 4 out of 5 stars

There were no OMG moments or surprises but it is really amazing how this service does a deep dive into me and my family history. I’ve enjoyed being able to take what I’ve gotten to my doctor in regard... See more

Rated 4 out of 5 stars

Pretty neat experience, it did what I needed. Gave 4 stars because they expect you to upgrade to a premium membership for almost everything. I could get more for my money on ancestry (hind sight and a... See more

Rated 4 out of 5 stars

I love the genetic updates and medical research reports. Relatives are getting to be too many. I'm not sure what a fourth or fifth cousin really is. That part is a little confusing.


Company details

Written by the company

23andMe is a leader in personal genomics, delivering advanced DNA testing that uncovers your ancestry, connects you with relatives, and provides personalized health insights—all through a groundbreaking and easy-to-use platform.


Contact info

3.6

Average

TrustScore 3.5 out of 5

8K reviews

5-star
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1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 58% of negative reviews

Typically replies within 24 hours

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3.6

All reviews

(8,065)

662 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Rated 1 out of 5 stars

confusing

confusing, no help understanding the results and emails I got after were all about buying additional services when the first service purchased was never followed up. I wouldn't recommend

21 May 2025
Rated 1 out of 5 stars

Doesn’t really tell me anything

Doesn’t really tell me anything, names people that are 4th & 5th relatives. Never heard of ant of these people

20 November 2025
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Reply from 23andme

Thanks for your feedback. We're here to help. Please give us a call at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.

Rated 1 out of 5 stars

You charged me money without my…

You charged me money without my permission in a really sketchy way.

29 October 2025
23andme logo

Reply from 23andme

Thanks for your feedback. We're here to help. Please give us a call at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.

Rated 1 out of 5 stars

Never received kit!

It’s been almost a month since I ordered my kit and I’ve received NOTHING. It’s been shipped twice and returned to the lab twice without any explanation as to why my kit couldn’t be delivered to my home address. Their AI customer care agent “Brian” just keeps asking me for a different address to ship my kit to, but I only have one home address? Where I receive mail from all mail couriers just fine. I’ve asked for a refund because this is just ridiculous at this point.

17 November 2025
Unprompted review
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Reply from 23andme

Thanks for your feedback. We're here to help. Please give us a call at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.

Rated 1 out of 5 stars

I cannot even log into the data

I cannot even log into the data. Something is wrong. Passwords etc...

29 October 2025
23andme logo

Reply from 23andme

Thanks for your feedback. We're here to help. Please give us a call at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.

Rated 2 out of 5 stars

The product is all about upselling

The product is all about upselling, even once you have paid a lot of money for the initial service. Also, the links to Google and Google founders are so obvious... seems to pure marketing cash machine they are trying to create.

I FEEL THERE MUST BE MORE HONEST & MORAL COMPANIES OUT THERE DOING THIS SERVICE

13 November 2025
Unprompted review
Rated 4 out of 5 stars

Good for getting a baseline.

There were no OMG moments or surprises but it is really amazing how this service does a deep dive into me and my family history. I’ve enjoyed being able to take what I’ve gotten to my doctor in regards to my health outlook and have good discussions about diet and exercise of both body and brain.

10 November 2024
Rated 5 out of 5 stars

All good

I am happy to see more ancestral things coming up and more additions to the health part of 23 and me. I enjoy seeing where my ancestors came from.

29 October 2025
Rated 1 out of 5 stars

Close your account

23andMe filed for bankruptcy protection, being fined by UK and other regulators for a 2023 data breach, and announcing that the company is being sold. The data breach exposed customer information from millions of accounts, and the subsequent sale has raised privacy concerns for many customers. So I closed my account and asked for immediate deletion of all my personal details.

10 November 2025

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