RAW data transfer never processed 3-4 months on, poor communication, never a response to queries. The one reply i did have said it would be live soon and that was 6 weeks ago. Beyond a joke when they... Voir plus
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Lisez les avis des autres
I am highly disappointed with Family Tree DNA due to their terrible customer service and significant operational delays. Taking a DNA test is supposed to be an exciting experience, but this company... Voir plus
One of the most user unfriendly planforms out there. The platform hides quite simple data and analysis behind sequences and sequencing data few people understand. For goodness sake, make the menus sim... Voir plus
L'entreprise a répondu
Et av de få virkelig seriøse DNA-firmaene. De tilbyr mange ulike tester i ulike grader og har god kunderådgivning. De tilbyr f.eks. Y-DNA og mtDNA, som de andre store ikke gjør. Jeg har brukt de siden... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
FamilyTreeDNA is a pioneer and leader in the field of genetic genealogy, empowering individuals to explore their roots and connect with relatives through advanced DNA testing. Founded in 2000, we were the first company to offer direct-to-consumer DNA tests for ancestry and continue to lead the industry with our cutting-edge Y-DNA, mtDNA, and autosomal testing. With a global database of millions of testers, FamilyTreeDNA helps customers break through genealogical brick walls, discover their heritage, and uncover connections across generations. Our mission is to make the journey of discovery accessible to everyone — from casual family historians to professional genealogists. Trusted by researchers, family historians, and curious minds alike, FamilyTreeDNA offers unmatched accuracy, privacy protection, and customer support. Join our community and say goodbye to brick walls.
Coordonnées de contact
1445 North Loop W Ste 820, 77008, Houston, Etats-Unis
- +1-713-868-1438
- familytreedna.com
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257 avis
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A répondu à 92 % de ses avis négatifs
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Ordered it and did the test but it was…
Ordered it and did the test but it was inconclusive so they asked for more money for additional test. Feels scammy. We paid for a service we didn't receive and want a refund. Did our part but there was no result so we should be entitled to a refund. It was $129.00.
4 février 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for your feedback—we’re really sorry to hear about your experience and understand why this would feel frustrating.
We’ve requested your contact information so our team can reach out to you directly and look into your specific case. We want to make sure we fully understand what happened and resolve this for you.
We also want to clarify that we do not provide “inconclusive” results. FamilyTreeDNA offers different types of DNA tests—autosomal (Family Finder), Y-DNA, and mitochondrial DNA—each designed to answer different kinds of family history questions. In some cases, if you’re trying to explore a specific lineage (for example, direct paternal or maternal lines), a different test type or a higher-resolution upgrade may be recommended to provide more detailed or relevant insights.
This doesn’t mean your original test was inconclusive—it means there may be a better-suited test for the goal you’re trying to achieve. It sounds like there may have been some confusion, and we’d really like the opportunity to review your order and results with you.
500€ für richtige Analyse
Ich habe 150€ für eine Y-DNA Analyse ausgegeben.
Herausgefunden wurde, dass ich vermutlich Europäer bin. Aber mit geringer Wahrscheinlichkeit auch Afrikaner oder Asiate. Die nächsten Verwandten haben vor 4000 Jahren irgendwo in der Nähe des Kaspischen Meeres gelebt. Die meisten Personen waren zusammenhanglose Treffer aus dem Gebiet Polen, Bulgarien, Weissrussland. Was angehen kann. Für eine richtige Analyse wollen sie 500€ haben. Das habe ich dann sein gelassen.
22 février 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for your feedback, and we’re sorry to hear that the results did not meet your expectations.
Y-DNA tests focus on your direct paternal line all the way back into deep ancestry, but for those more interested in genealogically-relevant information, their main purpose is to identify matches with others who share a common ancestor on that line. DNA testing will reveal connections back to those common ancestors, but you need traditional genealogy evidence to give their names and details about their lives. When your matches are too far back in time that there is no traditional genealogy evidence, you at least know the connections exist which might give you more general information about your origins but clearly not the answers you were looking for.
You might get good advice about next steps from a surname project in the FamilyTreeDNA Group Projects network for your surname, if one exists; these are staffed by usually knowledgeable volunteer administrators and are free to join. For customers looking for more detailed insights, such as a more precise haplogroup, deeper ancestral origins, or more detail about how they are related to their closer matches, a more advanced test like Big Y offers significantly higher resolution by analyzing many more markers. Or in many cases people find closer matches by asking suspected distant relatives to test for comparison to their own test. And it regularly happens as well that closer matches test by chance so ensure your account settings are set to notify you about new matches.
To help you better understand and get the most from your results, we recommend exploring our educational resources, including our help center, blog, and Rootstech videos, which explain how Y-DNA testing works and how to interpret your matches and origins.
We appreciate your feedback. Please feel free to reach out to our support team for further assistance.
AvWarning: Fraudulent behavior, data deleted, zero support!
I appreciate that you at least responded on Trustpilot. However, this does not change the fact that customer service does not take customers seriously. You can see from the tracking information that I waited two months for the DNA test kit, and it was then held by customs for two additional weeks due to missing documentation. I consider this to be unfriendly treatment of customers.
————————
Avoid FamilyTreeDNA at all costs! My experience with this company has been a nightmare.
"Kit No.B1231235" Request ID: 1711460"
After paying for testing, they deactivated my account and deleted all my DNA data without any notice or. I have sent multiple emails to their support team over several weeks, but they refuse to respond. It's like talking to a brick wall.
I was forced to file a dispute via PayPal to get my money back. This company is highly unprofessional and unreliable. If you value your genealogical research and your money, go elsewhere. Total lack of integrity and customer service.
29 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share your feedback. We understand how concerning situations involving personal data can be, and we appreciate the opportunity to clarify what occurred.
After reviewing your account and our correspondence, our records show that we received an email from you requesting the deletion of your DNA data. In our response, we explained that once the deletion process began, it would become irreversible after five days. You replied confirming that you understood this and wished to proceed.
We did not receive any additional communication until more than seven days later, at which point the deletion process had already begun and could no longer be reversed.
We take the privacy and security of our customers’ data very seriously and would never delete DNA data without an explicit request and confirmation. While we recognize that this outcome is frustrating, the actions taken were based on your written request and confirmation.
If you have further questions or would like to discuss this matter, we encourage you to contact our support team directly so we can assist you further. We are always committed to reviewing concerns carefully and improving our customer experience.
Disappointing Regional Accuracy Compared to Competitors
I’m honestly disappointed with FamilyTreeDNA. The regional breakdowns are vague and unclear, especially when compared to services like 23andMe or TellMeGen. The regions feel overly broad and don’t provide the level of detail or accuracy I was expecting.
Where other companies give precise, well-defined regions that actually make sense, FamilyTreeDNA’s results feel messy and unreliable. For a DNA test that’s supposed to help you understand your ancestry, this lack of clarity is a big letdown. Overall, the experience doesn’t live up to the standard set by better competitors, and I regret choosing this service.
9 février 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for sharing your honest feedback. We understand how disappointing it can be when results don’t meet expectations, especially when you’re hoping for clear and detailed insights into your ancestry.
FamilyTreeDNA’s regional estimates are built using a different scientific methodology than some other testing companies, with a strong emphasis on population genetics and long-term research. As a result, our regions may appear broader, particularly in areas where genetic overlap between neighboring populations is historically complex. While this approach prioritizes accuracy over over-segmentation, we recognize that it can feel less intuitive for some users.
We’re actively working to improve the Family Finder experience, including enhancements to our population reference data and reporting. Additional updates are planned for later this year, and we’re excited about the added clarity they will bring.
We truly appreciate your feedback, as it helps guide ongoing improvements. If you have specific questions about your results or would like assistance interpreting them, our support team is always happy to help.
Ho comprato un kit da regalare…
Ho comprato un kit da regalare (IN149247), ma è impossibile rispedire i kit dall'Italia verso gli Usa. Il materiale genetico viene considerato pericoloso e bloccato in dogana. In tre mesi ho provato con diversi corrieri. La società non risponde neppure più ai miei messaggi. Tanto tempo e soldi buttati via. Peccato.
16 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Ciao — ci dispiace davvero per i problemi che hai riscontrato e per la mancanza di risposta. Comprendiamo quanto sia frustrante, soprattutto perché il kit era destinato a un regalo.
Abbiamo chiesto a un membro del nostro team di esaminare il tuo caso e ti contatteremo direttamente per aiutarti a risolvere la situazione il prima possibile.
Per la tua sicurezza, ti consigliamo anche di rimuovere il numero del kit da questa recensione pubblica. I numeri di kit/ordine non dovrebbero essere condivisi pubblicamente perché possono essere collegati a informazioni dell’account. Se possibile, elimina il numero qui e condividilo con noi in privato quando ti contatteremo.
Grazie — apprezziamo l’opportunità di rimediare.
Not enough transparency, especially about contact information
Logged in online to check for progress. It showed the tests as completed, but did not show any results, link, or message as to where I could see the results. I called and got a voicemail. Left a message. Then, I logged in and it showed the tests as still being analyzed. It also gave a message saying it's very important I input my earliest known ancestor's last name and city where born. If I knew that, I wouldn't need the ding dang test. It also urged me to link to myheritage.com.I suspect that they are dependent upon whatever results myheritage comes up with. Coincidentally, before I knew they were associated. I ordered tests from both companies. And when I mailed in the samples, even though they were testing for different things, they went to the same address. I think that when I did as they asked and linked my two accounts, they saw that my heritage test still had one week to complete. Then, they changed my "complete" status to "still analyzing". I don't understand why they can't just give me the test results that I ordered from them. It definitely leaves me feeling like they are not competent enough to complete the tests they advertise. Either they can read DNA or not. Either way I have no answers and unfortunately, I did not do enough due diligence beforehand, because they were referred to me by an entity I trusted. So that's my fault. It's hard to know if anyone is legitimate these days. I feel like I paid hundreds of dollars and I can't even trust the results if I ever get them.
14 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share this. We’re sorry for the confusion and the experience you’ve had so far. We completely understand how frustrating it feels to pay for testing and not immediately know where to find results or what’s happening next.
We’ve sent you a request for your preferred contact information so a member of our team can reach out directly. We’d be happy to (1) review your kit status, (2) confirm exactly where your results will appear in your account, and (3) give you a clearer expectation for when anything still processing will be ready.
A few quick clarifications that may help in the meantime:
1) About the status changing (“Completed” vs. “Analyzing”)
Sometimes a test can move between stages as different parts of processing finalize and reports are published. That shouldn’t feel unclear, and we agree we can do a better job making this more transparent in the portal. We can look at your specific kit(s) and explain exactly what stage each one is in.
2) MyHeritage is not required for your FamilyTreeDNA results
Your FamilyTreeDNA results are not dependent on MyHeritage in any way. We generate your DNA results directly through FamilyTreeDNA, using our own reports and matching database.
We do offer an optional, “nice-to-have” feature that lets FamilyTreeDNA customers link a MyHeritage family tree (or other tree options) to make genealogy work easier—but linking is not required, and it does not delay or change your results.
Regarding the shipping address: it can look confusing, but there’s a simple explanation. FamilyTreeDNA operates its own laboratory, Gene by Gene, and MyHeritage uses our lab to process some samples. That’s why kits from different companies may be mailed to the same lab address—even though the services, databases, and results platforms remain separate.
3) Why we ask for an “Earliest Known Ancestor” (EKA)
This field is optional, and it’s not a “gotcha.” The reason we ask is simple: it helps you and others make sense of DNA matches. Genetic genealogy works best when people can compare matches plus what they know about their family lines. Even if your earliest known ancestor is a great-grandparent, that can still be helpful context.
If you don’t know an ancestor (which is very common for adoptees or anyone with limited family information), you can leave it blank or enter “Unknown.” You won’t be prevented from receiving results.
We’d really like to help you feel confident in what you purchased and in the results you’ll receive. Once we have your contact details, we’ll follow up to walk through your account, explain what you’re seeing, and confirm next steps.
— FamilyTreeDNA Support Team
Four months.no response from FTDNA…
Four months.no response from FTDNA UAE.payment is done.not delivered yet.no reply from support.order no.3439.either refund 1450AED or deliver the kits and complete test procedure.I am really disappointed.thanks
27 août 2025
Avis spontané
Réponse de FamilyTreeDNA
Thank you for sharing your contact details so we could investigate.
After reviewing the information you provided, it appears your purchase was made on a fraudulent website that is not affiliated with FamilyTreeDNA (the domain used was familytreedna.ae). Unfortunately, we do not sell through that site and we’re unable to access or fulfill orders placed there. Our only official website for purchasing kits is familytreedna.com.
We’re truly sorry this happened to you. We’ve already emailed you directly with the recommended next steps (including how to pursue a refund and how to report the transaction), and we’re here if you have any questions or need additional documentation to support your dispute.
—FamilyTreeDNA Support Team
Delivery of kit takes >3 months.
Ordered a kit in October 2025, its now January 2026 and still waiting. They chose very poorly for their courier partner (DHL).
5 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share your feedback. We sincerely apologize for the delay and the frustration this has caused. This is not the experience we aim to provide, and we are committed to resolving this for you. A member of our team will be reaching out to you shortly to address the issue and make things right.
I paid for Big Y expecting not just raw…
I paid for Big Y expecting not just raw sequencing, but expert interpretation and definition of the results. That did not happen.
FTDNA delivers data, but offers no meaningful consultation, no clear explanation of what results can or cannot resolve, and no guidance for isolated or underrepresented branches. Project admins are volunteers, not analysts, and in my experience were either unresponsive or removed participation rather than address legitimate questions.
The outcome was technically correct but practically useless for my research goals, with no one willing to clearly state the limits of the data.
This service may work if you already match a large cluster. If you need expert interpretation or gap-bridging analysis, manage expectations accordingly. Nothing but a pending Y group 2500 years ago due to lack of compare able data.
1 janvier 2026
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share such detailed feedback. We’re sorry to hear that your experience with your Big Y results did not meet your expectations or research goals. We understand how important clear interpretation and guidance are, especially when working with complex or underrepresented branches.
We’ve sent a request through Trustpilot for your contact information so that a member of our customer service team can reach out to you directly with helpful resources for understanding your results and navigating our reports. We appreciate you sharing your perspective, as it helps us identify where we can improve support and clarity for our customers.
Poor experience due to buggy software
EDIT: The bug in the "Home Person" settings for the family tree has finally been fixed. Changing review from 1* to 3*.
Purchased Big-Y-700 + mtDNA-full + Family Finder (autosomal) for myself in August 2025.
My biggest gripe is the inability to set the Home Person for the DNA test in the linked MyHeritage family tree. On the front page (Dashboard) it has action items for me to complete, and linking the Home Person is marked there as "IMPORTANT". Yet it is not possible to do this due to a bug in their software (confirmed by customer service).
If it's important (and I absolutely agree that it is) - then why on earth don't they fix it?!
I paid a lot of money for this DNA test and I expected a far better experience.
24 octobre 2025
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share your experience. We completely understand how frustrating it can be when something important in your account isn’t working the way it should.
We’ve requested your contact information from Trustpilot so we can reach out directly and look into this issue with you. Our team is also continuing to work with MyHeritage to address the bug affecting the Home Person setting and to improve the overall integration experience.
We truly appreciate your patience and the chance to make this right.
FamilyTreeDNA
Absolutely Unacceptable Customer Service and DNA Handling Delays
I deeply regret ever trusting FamilyTreeDNA with my grandmother’s genetic data. I accidentally uploaded the wrong autosomal DNA results to her account and immediately submitted a removal request. I was assured it would take just a couple of weeks. That was over a month ago, and not only has the data still not been removed, but the company has completely ignored every single one of my follow-up emails.
I’ve contacted them multiple times for status updates and have received zero response. No acknowledgment, no timeline, no resolution—just silence. This is not just poor customer service; it’s negligent and disrespectful.
To make matters worse, I purchased an mtDNA test for my grandmother through her account, and she’s now unable to take or submit the test because FamilyTreeDNA refuses to remove the incorrect upload. So not only are they holding her data hostage, they’re also blocking access to services I paid for.
This experience has been a nightmare. If you value transparency, responsiveness, and basic professionalism, do not use FamilyTreeDNA. Their failure to act and communicate is inexcusable.
Update after response by business: False claim to resolve issue. They never reached out to me. They still haven't responded to my previous emails requesting an update on the removal of the uploaded DNA file.
2 septembre 2025
Avis spontané
Réponse de FamilyTreeDNA
Hi, I’ve spoken with our Customer Service team, and they’ve confirmed that your issue has been resolved. Thank you for giving us the opportunity to assist — we’re so glad everything has been sorted out and truly appreciate your patience throughout the process.
If you’re happy with the resolution and the support you received, we’d be grateful if you’d consider updating your review to reflect your experience after the issue was resolved. Your feedback helps us continue improving and providing the best possible service for our customers.
FamilyTreeDNA
EDIT - No support, no product resolved
Purchased upgrade to process my rawdna on 30 July, it is now 17 September and still no results despite the website claiming it takes 24 hours. I have spent 19 dollars for nothing, and the support is extraordinarily slow to respond.
Update: the support team offered me a full refund as well as resolved my issue after this, which I deeply appreciate and has left me with an overall good experience
17 septembre 2025
Avis spontané
Réponse de FamilyTreeDNA
We’re sorry for the delay in our customer service response and any frustration it may have caused. We’ve sent a request for additional information so we can look into this further and help resolve the issue as quickly as possible.
Thank you for your patience — we’re here to help.
Bad start, but now have had some better customer service, but still we await final completion of order. Thanks Michael in Houston
We started with NO STARS kit. not arriving and lost. It took hours with the courier company here in NZ to find out what happened, but finally when I did send the info to Family Tree, Michael in Houston did really try to help. He sent the kit out again, and it did get here finally, though again(the Fedex did not sync well with a local company). The whole time I dialogued with Michael in Houston, he really seemed to care. They did get the kit at headquarters but now hear it is many many weeks before finding the reality of the DNA tests, so that is why it is a three. That is a long time to get the results. But I will say, Michael, is a wonderful customer service person. We await to see the fulfillment of our original order already 10 or so weeks ago.
16 septembre 2025
Avis spontané
Réponse de FamilyTreeDNA
Thank you for sharing your experience—we’re very sorry to hear about the difficulties you’ve faced with your order and the frustration this has caused. We completely understand how important this kit is to you.
We’ve sent you a request through Trustpilot for additional information so that one of our customer service agents can reach out directly. Once we have your details, we’ll work with you to investigate the shipping issue and make sure your kit is delivered to you as quickly as possible.
We truly appreciate your patience and the opportunity to resolve this for you.
I recently got the Family Finder test and it blew my expectations!
I recently got the Family Finder test from FamilyTreeDNA and I’m honestly so impressed. The kit was super easy to use, and the whole process was smooth from start to finish.
What I loved most is how detailed the results were! Not just the usual ancestry breakdown, but actual matches and insights I didn’t expect. It’s such an amazing experience seeing connections you never knew existed.
If you’ve ever been curious about your background or just want to learn more about where you come from, I 100% recommend this. It’s such a cool experience!
31 juillet 2025
Avis spontané
Réponse de FamilyTreeDNA
Thanks for the review!
Family Finder - Highly Recommend
I got this test as a gift for my grandfather, and the process was so smooth. He received his test quickly and loved how easy it was to swab and send back. His results came back fast as well, and he's spent hours on his account sifting through the data he received. I'm so pleased that it gave him a new hobby! Will definitely be looking into the more detailed tests and also getting one for myself!
10 juin 2025
Avis spontané
Réponse de FamilyTreeDNA
Thanks for the review! We hope you and your grandfather are enjoying exploring his family history!
Family Finder
Super fast shipping, kit was easy to use. The tools they have on their website are interesting, and more detailed than what I've seen on Ancestry/23andMe. Definitely going to look into trying some of their other DNA tests.
30 juillet 2025
Avis spontané
Réponse de FamilyTreeDNA
Thanks for the positive feedback!
Great experience!
The results came back within the promised timeframe, and the ancestry breakdown was truly fascinating. I learned things about my heritage I never knew, which sparked some great conversations with my family. Definitely a worthwhile purchase for anyone curious about their roots.
29 juillet 2025
Réponse de FamilyTreeDNA
We appreciate the kind words and glad your are enjoying exploring!
mtDNA and Y test- Great experience!
I ordered the mtDNA test for myself and the Big Y test for my husband, and it’s been a fascinating experience digging deeper into our family histories. The results are detailed and the reports have opened up new avenues of research we hadn’t considered before. It’s amazing how much insight you can gain with the right tools. Highly recommend FamilyTreeDNA for anyone looking to explore their ancestry more thoroughly.
15 juin 2025
Avis spontané
Réponse de FamilyTreeDNA
Amazing! We hope you are enjoying learning about your family history!
Oversimplified and Misleading: Family Tree DNA’s Balkan Region
Family Tree DNA’s “Balkan and Greece” category is surprisingly careless for a company claiming to provide detailed ancestry insights. The Balkans are one of the most diverse regions in Europe, home to South Slavs, Albanians, Romanians, Greeks, and others, each with distinct genetic and cultural backgrounds. Grouping them all together under one vague label flattens that diversity entirely.
Even more confusing is the phrasing “Balkan and Greece,” which implies that Greece is somehow not part of the Balkan: a geographically and historically inaccurate distinction.
What really stood out as completely off, though, was the inclusion of Slovenian DNA in this category. Slovenians are Central Europeans, both genetically and geographically, with much closer ties to Austrians and Northern Italians than to populations in the southern Balkans. Including them here makes no scientific or historical sense.
Family Tree DNA should seriously reconsider how they define regional categories if they want to be taken seriously by users with any knowledge of European history or genetics.
16 juillet 2025
Avis spontané
Réponse de FamilyTreeDNA
Thank you for taking the time to share such a detailed review. We appreciate hearing from people who care deeply about genetics and regional history.
You’re right that the Balkans are incredibly diverse, and we understand why broader categories can feel limiting. Our regional groups are based on available genetic data, and sometimes we have to draw wider shapes when neighboring populations share significant genetic overlap. That’s why Slovenia appears in the “Balkan and Greece” cluster—it also overlaps with several other clusters, reflecting its position as a genetic crossroads between Central and Southern Europe.
We’re always refining our panels as new data becomes available, and we’ll share your feedback with our scientific team as part of that process. Thanks again for sharing your perspective.
Poor admin response times
Only a 3 star rating currently as I’ve had some challenges in the beginning with lack of responses. Once the admin team engage, then issues get resolved. Still waiting for my kit to be sent. I think familytreeDNA need to review their processes / capacity in admin to provide a better response time
1 juillet 2025
Avis spontané
Réponse de FamilyTreeDNA
We’re sorry to hear about your frustration. Please know that FamilyTreeDNA is a well-established company with more than 2 million customers worldwide, and we take customer satisfaction seriously.
We’ve sent you a request for additional information so we can locate your order and have our Customer Support team reach out to assist you directly. We’d love the opportunity to help resolve this and make sure you receive the service you paid for.
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