MyHeritageReviews 6,486

I ordered an access to their records search program which was advertised for $24.99. They charged me $299.00 and getting a refund is almost impossible. Customer service is available if you want to make a purchase but unavailable for refunds. I did receive an email stating that someone would contact me. We'll see.

I cancelled the free trial and they still charged me $160. I cannot get a live person. I don't believe they have live people there. I put in to cancel so they canceled it for September 2024! Went ahead and charged me for another year! TERRIBLE SERVICE!

I purchased a DNA kit for my daughter's birthday in August. On 10th September I was robbed of £114 through my PayPal account for a service which I do not need or want. I keep trying to contact support for a refund but am getting absolutely nowhere.
I am an elderly pensioner and cannot afford this amount. This is NOT a reputable company. Its a scam - do not have anything to do with MyHeritage. Its set up so that people are conned into taking a subscription. They claim they will help you to get a refund but nothing happens. I don't think these so- called Support people actually exist or if they do they are totally incompetent. Why do I have to give a one star rating? I would like to give minus five stars.

Since 01st of september I've been trying to get support from Myheritage to resolve my issue and haven't got a decent support for it.

Very bad customer service, and kinda a scam. My wife bought two kits, one for me and one for her. Her kit has been completed properly, but I am still waiting for the results of mine, since 18/08 and dont even have it linked to Myheritage account.

We are currently seeking support to check what has happened between the kit and my account or for a refund and no answers at all.

I checked my bank account and they'd taken a payment for a subscription that I knew nothing about. Their website is no help at all, it has you running around in circles. There's no phone number. I want refund and I've sent numerous e mails that don't get answered. After a few days of persistent e mails, I received a reply and an instant refund.

I have run DNA ethnicity tests with myheritage.com, ancestry.com, 23andme.com, mylivingdna.com, Gedmatch.com, and mytrueancestry.com. From among all these testing services, myheritage.com is a consistent stark outlier when it comes to ethnicity estimates, even (or despite) updates to their estimates over the years. For example, and according to the latest myheritage update, only myheritage.com has ever reported North African and Nigerian DNA ancestry in my profile (for a total of 9%). Prior to the latest ethnicity update, myheritage reported 12% Italian and 38% Eastern European for my profile (and no Nigerian or North African ancestrey). None of the other testing services have ever reported Italian ancestry based on my DNA. In addition, the other five testing services have reported up to 8% Eastern European ancestry, but never 38% (nearly five times the next biggest reported result). On the other hand, because many subscribers to myheritage are European (I am North American), the matching portion of their service can provide quite interesting results (I have found 3rd cousins in Europe using myheritage.com). If you are looking for accurate ethnicity results, don't rely upon myheritage.com; ancestry.com and 23andme.com are much, much better in that regard.

My DNA test KITs got outdated (my fault) and I contacted support using their CHAT BOT.
Sharon (a human support), came back to me quickly and was very friendly and very professional.
As I couldn't get any replacement KITs to France, because of a law change that made it somehow illegal,
Sharon offered a refund immediately, which I really appropriated, and after some difficulties refunding to my old Credit card that was not in use anymore, Sharon managed to find solutions, make the refund and solve the issue.
The whole communication was very pleasant, fast and professional. Truly, the definition of a great support.
I will defiantly buy new DNA Test KITs once I'm out of France.

A few hours later sbdy calls you back... If you're not available you can postpone to another day & hour.
And it works! The D day H hour the person calls you back. You can explain your problem,... and contrary to most of the technical supports I've been in touch with, the online person really can help you, she knows the product, listens carefully to you and provide you the solution.
Bravo MyHeritage (and especialy Elodie)

I was stuck looking for an ancestor so I began My Heritage free trial, found my lost ancestor elsewhere, didnt cancel soon enough now stuck with 161.00 for a year. Only to discover if I want any information on my ancestors I need to pay 130.00 extra for data and 200.00 extra for more complete family info. Imagine my disgust. Plus Family Search is completely free and very helpful. Dont get sucked in on free trial! This site will only help if you pay $ 492.00

I had an incredibly frustrating experience with MyHeritage.com. They failed to send any email reminders about the subscription renewal, resulting in an unexpected charge of $250 from my bank account. I tried to resolve this issue through email due to a family emergency, but my messages were consistently ignored. When I finally gave in to their persistent phone calls, I was met with gaslighting and blame-shifting, with them insisting it was my fault for not canceling the subscription.Even after explaining my situation, they initially offered only a paltry 48 euros as a refund. My representative, Nir, repeatedly interrupted me, spoke over me, and mansplained the situation. Only when I insisted on speaking my case did Nir miraculously agree to give me half of my money back. It wasn't until I expressed my frustration and highlighted their poor customer service and their own refund policy that they finally granted a full refund.I strongly advise consumers to be cautious when dealing with MyHeritage.com. They lack transparency and basic reminders for subscription renewals. Remember your consumer rights and seek better alternatives that respect their customers.

I bought two kits, one was correctly activated and assigned to me, the other one my husband created his account and "activated" under his name, but no kit was assigned to him, neither he received any emails by the time of the activation.
The samples were sent to the lab, but i only received notifications of mine that is currently being analized, and his sample appears in my account but with no progress, neither receiving notification emails of each step eg "sample received by the lab" and so on.

I would like his sample to be correctly assigned to his heritage account, because that was already sent to the lab and no updates were made by myheritage.

I signed up for a free trial from this website two weeks ago and the exact same day, Tried to cancel my account from the website because it is not what I thought it was. You have to enter your own family information, not find out about your family so I tried to cancel and today they charged me $200 for a subscription that I tried to cancel 2weeks ago and when I tried to contact their help team, it isn't set up in any way that's easy to actually help you, you talk to a computer that has the exact same four responses over and over and asks you the same question over and over again. Overall just a terrible experience, and I want my money back but no member of the team has contacted me since my help chat.

On august 12th 2023 I took a trial subscription on myheritage.com. I subsequently canceled that subscription hours after using it. 2 weeks later I get charged through paypal for a full subscription. I want my money back! I have an account number and an invoice number. I will pursue this legally. I am on sick leave so I need a mission since I have time and money on my hands.

If i could give zero stars I would...avoid this company at all cost. They will rip you off £20 a month without sending out subscription reminders. Typical low practises of a USA firm... Beware

SCAM? Please REFUND me the one-year subscription fee you all charged me despite numerous attempts to cancel this fee during the FREE Trial Period. I DO NOT WANT THE SERVICE - PLEASE RETURN THE FEES PAID.

We were informed that my mothers test had reached the lab but have not had any results sent to us and this was serval months ago. We have tried to contact my Heritage to inform them that we are still waiting but it is impossible to get through to them, no way of contacting them at all. We have had several of my friends trying to find a way of contacting them but zero, zip diddly no way of contacting them to inform them of the missing results, Shocking! We accept that things go wrong sometimes but not to have anyway of contacting a company that was happy to take our money is dreadful. Hoping they will see this and contact us. I can't upload an image as I don't know how to shrink it so once again scuppered! Our activation code was MHT776Y7 lets see if they can be bothered to message

So, I've done some family tree research on a few other sites. I have to admit this one is by far the worse yet. It's not user friendly in comparison, it's complicated to navigate, your ability to edit or change is nearly impossible. (i.e. - my mother is her own sister, and my dad is also her brother.) I cannot edit this, I also did not list it this way, it recalculated the info and this is how it submitted itself. I've tried deleting and editing, it does it the same way again. It says it will link your verified family to your listed family tree, it does that, but not where the family member is supposed to be. Not to mention, if you've already entered the default name before the site finds this "new" link, then you might as delete your entire family tree and start over, because by now you tree is so jacked up it's only going to frustrate you. I am deeply disappointed at how non-user friendly, as well as how difficult it is to edit. I would not suggest this site to build a family tree. There are many others that offer a much simpler and more user friendly version, you will get at least the same results, some even better. I would strongly NOT suggest. Good luck.

Have had £112 and want a refund, there is no customer service to talk about this, don't get what they say you can get with, they want money for every search with records. I would not recommend

The most disgusting customer service I've ever encountered.
I didn't have time to cancel my trial subscription and it was automatically renewed and I was charged 115€.
According to the terms of use of the site, I contacted technical support for a refund.
All my letters and appeals via email and feedback form on the website were simply ignored.
I would immediately like to respond here to the automatic appeal that MyHeritage sends out here to all dissatisfied customers!
Regarding the welcome letter that is sent out to users after purchasing a subscription, which outlines all the features and privileges. The last point in this letter is to prioritize email and phone service! Tell us what your priority service is all about? Completely ignoring any messages from the customer?! I didn't even get an automatic message that my request was received by tech support! What did I pay this money for, where is your priority service?!
Further, I quote here one of the paragraphs of your official rules published on the site:

«3. Refund Policy

MyHeritage values the satisfaction of its customers and offers a thirty (30) day money back guarantee. If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of being charged.
The money back guarantee applies to MyHeritage subscriptions (Premium, PremiumPlus, Data or Complete), and not to shipped products such as MyHeritage DNA kits.
All refunds will be reimbursed to the original credit card with which the purchase was made. Note that after a refund is made, it may take a few business days until the funds appear in your account.»

It follows that each user is guaranteed a full refund within 30 days of the initial payment, in case they are not satisfied with the service. Your rules don't say anything about the reminder emails you send out before renewal! Why is your mailing a reason for not following your own rules? According to your own rules, in which nothing is said about additional conditions of return, your automatic reminder letters cannot be the reason for refusal of refund!
What kind of attitude and total disrespect to the customer, when attention and at least some response he gets here only after an angry comment?
You pay money - you get zero service.
Stay away from this site, I do not advise you to use it ever.