MyHeritageReviews 6,486

Myheritage is almost a member of my family. I mean, if I miss a day of poping into the site I feel like missing someone. It is exciting to build the tree and of course the new information through the smart matches. Though I still wait anxiously to find someone of my mothers family who perished in the holocaust, I am thankfull for what I found.
It is almost a year now, when I got a letter through myheritage from an unknown person. She is Catholic, she writes, but her father was a Jew and related to me. It took me by surprise but when we got into more details we both found missing persons in our family.Her father was my father's second cousin.He never told his family about being a Jew because of the fear in the ww2.
We continue to be in touch.
Thank you myheritage.
Chaya bensimon

My Heritage has provided me with so much information about my ancestors by encouraging me to gather info for my family tree and through matches they have discovered with other families, records, sites, etc. i was able to receive much needed assistance from their Support person Meghan in correcting my own mistakes when developing my family tree. I am very excited about learning my own heritage and so grateful to for the services of My Heritage!

Since January, I've tried to reach Myheritage via phone and the email. In either option, there was no response until today. I called and sent emails every week to find out about the status of a kit that seemed to gone lost. After almost 2 months, I finally was able to speak with a representative who very kindly offered to replaced the kit. That's great but I feel they are not ready to handle international customers. English is not my first language and the kit that got lost was a gift to someone who doesn't speak any English. Although I appreciate the fact they replaced the kit, not responding to a help request or have anyone available on th support phone number is not acceptable at all.

My wait was only two minutes after making the selections from the voice menu. I spoke with patrick who listened to my story which began in october (2017) with the purchase of two (2) kits.

One kit was received within 2 weeks - the other, mine, took 6 days more to arrive. It was the same with the dna sampling process. By early november, the first kit had results - 6 days later, mine had failed. They said they would sample my second vial. It took from november 6th, 2017 to january 2nd, 2018 to find out the second vial had failed as well.

They offered to send a new kit which arrived january 14th. I activated it immediately and received an email just as quickly thanking me for activating the kit. I sent my sample on the 16th. I checked my dna tracking every other day to no avail. By february 14th i decided to call and find out the status of my kit.

Patrick explained the delay may have been due to the holidays, with kits purchased as gifts, causing a backlog of kits as well as with samples. He also stated that it is usually within 30 days i should be getting a response to the samples sent. However, if i wished, they would send me yet another kit to begin the process again. Or, i could wait a couple more days for the 30 day window reply. I figured just my luck i jumped the gun by a day or two, so i said okay, i will wait. I would even wait until the end of february, just to be sure. If no contact information regarding my kit was received, i would then call once again for status.

I would have given patrick four (4) stars just for listening to my saga, but a procedure totaling four months does not merit a "cool" rating. We will see...

My experience in contacting MyHeritage Support was a complete surprise and a delight. I had experienced 3 serious issues that might have resulted in the loss of my DNA records or account. I had feared that these issues may not be fixable. I delayed calling as I thought, as my experience many other companies, they would say "too bad we cannot help you and purchase our materials again and buy a subscription." That was not what happened with MyHeritage. The Consumer Support person was very verbal and fluent, she got straight to the point and was able to assist me with very little delay. Not only did she address all my issues and create usable solutions but did so with an amazing positive attitude. I was impressed and this was worth gold to me. I thought: finally a company that really cares about customers and stands by their claim of true consumer support. I do not commonly write "reviews or give feedback" yet, this experience was so outstanding I was compelled to make it known in print. For all readers of this feedback, it must speak volumes.

It had been over two weeks since I had sent my kit to the lab. I was growing concerned with whether it had been lost in the mail or not. I called and waited almost no time. When I was greeted by the customer representative, I butchered her name trying to relay it back to her. She was extremely gracious and very clear on how to pronounce her name and where it had come from. This is after all a historical based company. I heard her thick Irish accent and, being Irish, I was embarrassed and interested to hear her clarify. She told me that the website does not always have accurate time tables for when the tracking says the lab work has arrived. The great part was that if it did go past a certain time, they would send me a replacement at no cost. I did not have to argue. I did not deal with a nasty response or have to get nasty myself. They immediately had a solution and it was more than reasonable. If ever you have to call their support line I hope you get Aoife, she was lovely.