• Ancestry®

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Overview

Ancestry® has a rating of 1.33 stars from 6 reviews, indicating that most customers are generally dissatisfied with their purchases. Ancestry® ranks 54th among Genealogy sites.

  • Service
    5
  • Value
    4
  • Shipping
    4
  • Returns
    3
  • Quality
    4
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
2
How would you rate Ancestry®?
Top Critical Review

“Horrible treatment of a repeat customer”

Sean S.
10/7/22

This company screwed me when I bought my wife a membership. They didn't tell me I had not bought a kit, but only a membership. They even told me the kit would arrive in 7 to 10 days. It never did. Then, they started my wife's 6 month trial for a product they never sold me. Then, when I asked them to reset the start date so it would align with a kit I was still willing to purchase they said no. Then, they refused to refund my money. Horrible way to treat a repeat customer.

Reviews (6)

Rating

Timeframe

Other

Thumbnail of user seans1062
1 review
2 helpful votes
October 7th, 2022

This company screwed me when I bought my wife a membership. They didn't tell me I had not bought a kit, but only a membership. They even told me the kit would arrive in 7 to 10 days. It never did. Then, they started my wife's 6 month trial for a product they never sold me. Then, when I asked them to reset the start date so it would align with a kit I was still willing to purchase they said no. Then, they refused to refund my money. Horrible way to treat a repeat customer.

Service
Value
Shipping
Returns
Quality
Thumbnail of user markr2092
3 reviews
7 helpful votes
November 22nd, 2021

I have been with Ancestry for a year and appreciate the size of their data bank. When paying for a membership, with Ancestry, I find that one is really paying for access to their documents and other information which can grow your tree.
The site itself and the tree you generate on Ancestry has several flaws pertaining to the IT side of things. For example when you attach a census form it will show on the tree as either a census or a residence or even both. When it shows as a residence the information is usually incomplete, so you could have Norwich, Norfolk and nothing else.
Many times the Sources do not link to the Facts so one has to spend time doing that manually as well.
As for their Support Ctr., they make an effort to help but they are only there to walk you through the very basic of issues.
Before you take out a membership with Ancestry be sure you know what you expect from them and read their agreement form carefully.

Service
Thumbnail of user robertdouglas3618
1 review
1 helpful vote
July 21st, 2023

Ordered a DNA kit with membership for 169.49 dollars, called them 3 weeks later wondering where the kit is, spent a cumulative 4.5 hours trying to straighten it out unsuccessfully, they kept on saying all I have is a world deluxe membership not a Dna kit. And there's nothing on file. I reasoned with the cs agent that it costs 70 for the world deluxe membership not 169.49 dollars and we kept going in circles, they refuse to give my money back for anything, now I'll have to go through my credit card company to get it back. I even have screen shots of what I purchased. These people are thieves.

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Value
Shipping
Returns
Quality
Thumbnail of user lesliew386
2 reviews
1 helpful vote
August 30th, 2022

I expected the price of about $20 to be charged to my account every month. However, for some reason, an EXTRA $100.00 is held on hold from my account every month by Ancestry. I have written countless emails to Ancestry Support, to no avail. I have contacted my bank, who says they can do nothing, because the pending transaction originates with Ancestry. I tried calling their outsourced "Customer Service" number which ate up almost a month's worth of phone minutes keeping me on hold, transferring me and disconnecting me.

First you're on hold waiting for an answer, then the person who answers doesn't understand, then after at least two requests, you're transferred to a supervisor/manager, so you're on hold, then the supervisor doesn't understand, then you're put on hold, then they can't find what you're talking about, so you're put on hold, then after at least two requests, you're being transferred to their superior, then you're disconnected, then you're calling back then you're on hold, then you have to start all over again giving your name and birth date etcetera, then the rep doesn't understand, and she's never heard of the supervisor or other reps you were speaking to, then after at least two requests, you're supposedly being transferred to another supervisor, then you're on hold, then the call is disconnected, so you're calling back, then you're on hold, then you have to start all over again then you're disconnected, then you're almost out of minutes - which I don't think is an accident.

I have wasted countless hours trying to get Ancestry to solve the problem that originates with them. No one seems to be able to do anything. I can understand a computer glitch, but how do they justify "Customer Service" reps that seem to intentionally give you the runaround and disconnect you?

Deplorable.

Tip for consumers:
Be careful about giving them access to your bank account. Every month $100.00 EXTRA of the money in my account is put on hold for them. The extra $100.00 is not charged, but I can't use it while it's "on hold" by Ancestry.
Don't bother with their "Customer Service" phone number, they waste your time and money and you may be "coincidentally" disconnected. Better to document via email anyway.

Products used:
I purchased the DNA test which was "never received", so they sent a free second kit, which was received and processed.

Service
Value
Shipping
Quality
Thumbnail of user guyb213
1 review
1 helpful vote
August 16th, 2022

Never used this service- sent a request June'21 to have it cancelled, and subsequent 5 emails after. And discovered just again, they have taken another amount off my card. FUMING! Talked to them and just like talking to a robot, don't want to do anything about it!

Thumbnail of user robing862
1 review
0 helpful votes
August 15th, 2023

I paid the initial payment for DNA Kit. Now 6 months later, they're asking for a 4th DNA Sample! With their service, it made it impossible to get my money back! No support except for an autobot! I HATE ANCESTRY.CA

Tip for consumers:
No Live person to speak with, only Leif!

Products used:
Ancestry.ca DNA Kit

Service
Value
Shipping
Returns
Quality

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