MyHeritageReviews 6,486

Keep away!
Even if you've cancelled your free of charge test period, they will subscribe you for a full year and collect the money. When you try to get the money refunded using their "30 days money back guarantee" they don't respond! I've tried contacted all of the support staff I could get information on:
John.vipsupport [at] myheritage.com,
Rafael.vipsupport [at] myheritage.com,
Felipe.vipsupport [at] myheritage.com,
Nikolina.vipsupport [at] myheritage.com,
Shane.vipsupport [at] myheritage.com,
Barry.vipsupport [at] myheritage.com,
But there is no response!
I have now contacted the head of customer service, Yakir Lasry, directly to get my money back.

And to any costumer supporter who suddenly wants to "help out" responding to this review with "Please contact os at whatsyourface. Vipsupport[at]myheritage.com, so we can you help you out"...: Don't ask me to write to you and waste my time, when you clearly don't respond! Go through your emails and respond to the emails titled "Refund", or find my mails by searching for the line: "I would like to use your money back guarantee and get a full refund on my yearly subscription"
I've already send you several mails about the matter!

Chaim was very helpful in guiding me with my gedcom problem. Due to authorization problem, my question could not be resolved.

I ordered the DNA test kits and they never came. Tried to get ahold of customer support and could not. I sent an email and left my contact information and concerns about being billed for the tests that I never received.
I will have to dispute the charges with my bank.
Bad bad service.

Recently I went back to MyHeritage website to look at the DNA test results, and was not able to find it. The web site is do overloaded by publicity and the help/search function is useless. Unfortunately, MyHeritage seems too focused on making money but forgetting that money is earned by good service

Have received nothing back. It's extremely difficult to get in contact with customer service to find out what happened. Pretty disappointed as I wanted to discover who my biological family is

I would give this company a negative 5 star review if it was available. Their business model is pure hucksterism. They offer you a special price on a basic dna testing kit and a free two months subscription to their website. The subscription starts when you order the dna kit and is running while you await the results of the dna test (which has now been out for over 2 months) at which point your free subscription expires and you are charged $162.00 for the joy of learning nothing. When I tried to get a refund they gave me the boiler room move of saying "a manager will be in touch within 24 hours." I insisted on speaking to a manager right away and they repeatedly foreswore that they were all very busy taking phone calls in a call center in India. The call never came and so I called the next day - this time to a call center in Guatemala. Same schtick: "a manager will be in touch..." Not having it, I'm calling the AG and I will not hang up until a refund is processed into my account. (Having worked in a call center I know they cannot hang up until you terminate the call. Professional hint.) Presto, the refund is processed. And I still have not received the results of my dna test. Tank this company.

Kristina from My Heritage called me right away. I was unsure whether to open several family trees or just one. Kristina was very helpful and answered all my beginner's questions. So I feel happy and free to continue the work on my family tree. Thanks a lot for your help. All the Smart Matches are just wonderful!

Their data base in USA is not as broad, nowhere near as broad as Ancestry.com. And they cost $$$ 3 times as much as ancestry.com. Do not use this for your DNA genealogy you will be disappointed.

No advisory email in advance of subscription renewal. Have asked for refund. Very, very disappointed.

Worst customer service in my experience. My parcel is stuck in another city, and I can't get through to the support service for more than a week - no one answers. I wrote to the support service email - no answer, they gave me a second email through the application in the comments - the same situation. I do not recommend

I created account there one month ago, and choosed a free subscription which is shown in my account. Then I bought two DNA kits there. After one month they charged 121.77 euros from my bank account. I didn't make any purchases or subscriptions from MyHeritage that day. So, they stole money.
As for now, I don't know if they will stole more money, as they have my bank card details. And for sure I can't trust data they provide, as I see their main goal to stole money from customers.

Today I've got a happy e-mail that stated that they charged me 190 eur for annual subscription. Wow. Congratulations on easy money! When I ordered DNA kit They offered one month trail access to their database. I believe, the period will start after they provide the results (what´s the point to have an access without knowing what you are looking for?). Within 4 weeks they were not able to provide DNA results, but were happy to charge for annual (!) subscription. Honest business would send a letter couple days before the end of free trail, asking if I like the service and if I would like to continue using it, but these guy seem to be happy having easy money giving nothing instead.
For me it´s a big red flag that this business is not reliable. They just want easy money and don´t care about the reputation. So now I can enjoy for one year the service I don´t need, sharing my experience with my friends and colleges. You´ve got my 190 eur, but you lost your reputation.

Updated 25/06/2023:
After posted this comment, I was contacted by My Heritage. They offer me a full refund (or discount), which I've got pretty fast, literally within hours after I said yes, I want a refund.
And another thing worth to mention: The next day they withdrew money for the subscription, I've got a result for my DNA test.
So no conclusions, facts only

I received a duplicate order. I called and was quickly able to contact an agent, Gina, who helped me resolve the issue. Thank you for the courteous and prompt assistance. It is much appreciated.

Very disappointed with the customer service. There customer support number goes un-answered and no one seems to action the call back requests or emails.

They have wrongly charged me after my free trail period ended, even though i had cancelled my subscription in time. At this stage i have tried numerous times to contact them to no avail. Further more there is no way for you to delete your payment details from there website. - which is very unusual.

I ordered a genetic test and everything was fine. I received the information and i am satisfied with it. Their were always in touch and answered my questions, even helped me solve some problems with the shipment. But the problems started when I ordered health reports for an additional fee. I haven`t received those reports for a long time and no one responded to my inquiries (I also wrote to additional e-mails that i found on the internet like rafael, nikolina, etc.). Now i have these reports,but it took much longer to get them than the page says and for a long time I didn't know what was going on and how long I would have to wait

I ordered my DNA kit and received my results in a timely fashion. Not sure if these are legit now though. Anyway, a few days later I got a notification that I was charged $170 for a subscription that I did not sign up for. I immediately called to get a refund. I spoke to someone who said that they would have someone from the billing department call me within 24 hrs. They didn't. I called the next day and got the same story, I am currently on hold to attempt tp get a hold of someone to no avail. I feel like this is a scam. DO NOT RECOMMEND!

I paid $208 to upgrade my account and did not receive the services. There is no response from their customer service. Something is wrong here.

Where to begin.

Firstly, they have a very very very bad customer support and most of the time they ignore you. Especially after you bought something. They ignore you until the warranty/30 day return period is over.

I uploaded my DNA and had to pay £60 to unlock to find DNA relatives and My Heritage says I have native american roots. South american and other countries which is not possible as I am from Eastern Europe and 3 other DNA websites showed the same countries.

It took MyHeritage 3 weeks to respond to my email as they hangup the calls. They said the wont refund me and remove my DNA information from their account but they will offer 1 month free subscription.
I was not happy but what ever, I tried to use the website to make comments. Didn't work. Customer support ignored me. And funny thing is. After the subscription ended. The very next day I get 100+ matches and record matches but I cant review them now because subscription ended. It is as if they planned all this.

I HIGHLY RECOMMEND NOT PURCHASING ANYTHING FROM THIS COMPANY!

I signed up for this 2 years ago and canceled the auto renew. So a couple days ago they renewed it. 299.00 you can't get them to answer the phone. I don't know how they get away with just ignoring customers. It is terrible customer service.