On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
MyHeritage is the leading global platform for family history discovery. It enriches the lives of people worldwide by enabling them to uncover more about themselves and where they belong.
With a suite of intuitive features and innovative products, MyHeritage creates a meaningful discovery experience that is deeply rewarding. Users build family trees and discover new information and relatives through advanced matching technologies and billions of historical records from across the globe. MyHeritage also offers an affordable at-home DNA test revealing an ethnicity breakdown across 79 ethnicities and 2,114 geographic regions, and AI-powered features to repair, colorize, and animate old photos.
The MyHeritage platform is enjoyed by tens of millions of people around the world who treasure and celebrate their heritage. MyHeritage offers full privacy controls and is available in 42 languages.
MyHeritage Reviews Summary
MyHeritage is generally well-regarded for its user-friendly platform and extensive database, which many customers find invaluable for tracing their ancestry and connecting with relatives. Users appreciate the regular updates and the powerful search capabilities that facilitate discoveries. However, concerns arise regarding customer service, particularly related to billing issues and the difficulty of reaching support. Some users have reported feeling overwhelmed by the volume of information and have encountered challenges in verifying data. Overall, while the service is praised for its features, improvements in customer support and communication are necessary to enhance user satisfaction.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
Had problems with the program that would not open, but after contact with Eden we found a way to solve the problem and now it's working fine again.
I had a lot of questions and I called twice. I spoke with Alon and later with Melissa. They were both very knowledgeable and helpful. So far, my and my son's testing is accurate. We are awaiting the final breakdown
I am very pleased.
Thank you.
I was the 8th caller and waited no more than 10 minutes. They continuously updated my place in line. The gentleman who helped me was patient and directed me step by step. His responses told me we were on the same page and within a few minutes the problem was solved. Thanks so much.
Emmanuel spent a long time answering all my questions about conflicts between personal books and the family tree. He resolved the issues and showed me how to fix things. Family stories and pictures are my favorite parts of family history, and My Heritage highlights both. The email reminders of birthdays and anniversaries help keep my family connected.
I was number 26 in line waiting for a rep... so I put my phone on speaker and worked
On other projects. The representative came online after about 50 minutes - and he
Was great. Patient and thorough. Some things are worth waiting for.
I had my DNA tested before in Europe, since I am from Germany.
Born and raised. The EU test showed 69% German, 25% Eastern European and around 5% French.
So, we got my wife's DNA tested at MyHeritage and since they had a special offer, mine tested with hers again.
Guess what I am now. 51% British/Irish, 30% Eastern European, 16% Balkan and some Asian.
What a crap. I don't know what DNA their lab tested but it wasn't mine. Now, we cannot trust my wife's DNA test either. We know she also has some German ancestors. But not a single German DNA in her either, according to MyHeritage.
Completely unprofessional. That's why they are cheaper than the others because they just fake test your DNA.
Plus their customer service is so busy, you hang in line for an hour. I wonder why...?
I had a lot of questions about the DNA matches, and the person that attended my call, made me feel as if I could use my time. No hurry, that was very good. She could follow my questions and answered them based in my own data.
The results of this test is an "animated" page that comes up and lists your percentages of generalized areas of the world very slowly. It said I am 1/2 English or Irish - no problem there. The Mormons in our family have done very careful genealogical research that reflects that. But it also says I am 1/4 Italian, and there is no one with an Italian surname or maiden name for at least three generations back and I'm supposed to be 1/4 according to them? Don't get me wrong - I would LOVE to be Italian, but it would truly be a monumental revelation since no one has ever mentioned it on either side of the family. Also, I have a great-grandfather who was Cherokee... there are pictures of him and there is no mistaking he was Native American. I heard about him all my childhood from my mother as her beloved grandfather. There was no percentage of Native American according to this test. I wonder if a legitimate lab would come up with something even remotely similar? Anyway, save your money because the results are vague and, I would wager, wrong. I feel absolutely robbed.
Dear Mary,
I'm sorry to hear that you are unhappy with your Myheritage DNA results.
Your feedback is very important to us and helps us a great deal in improving and refining our current model for DNA research.
Because the percentages of DNA a person receives from his ancestors at the level of second generation (grandparents) and further back are not necessarily divided evenly in each generation, it is possible that one great-grandparent may have passed on an odd percentage of his/her DNA to his great-grandchild, while another great-grandparent may have passed on another different percentage.
This might explain some surprising results in your MyHeritage Ethnicity Estimate, However, the probability of a person having only one pure ethnicity based on a surname is very unlikely.
I'm proud to inform you that we are currently researching samples from the ongoing MyHeritage Founder Population project that we launched in order to research more origins of all the many specific DNA strands that is found throughout the world. This will gradually add many more supported ethnicities and add more detailed information found in the MyHeritage DNA Ethnicity Estimate.
It is our goal to provide the best tools for everyone interested in researching their DNA. We would like to re-process your raw DNA data when this updated model is ready in the near future, so that your Ethnicity Estimate will be more refined.
In the meantime, please feel free to contact me if you have any other questions about your research at [email protected]
Kind Regards
Rafael
Myheritage
The new technician was great, if he didn't know the answer, he found out quickly and that eased my mind.
I had considerable problems with putting my photos into my My Heritage family tree. Some of them I just couldn't upload to my site and profiles, while some of them were upside down or sideways. I got help with everything and learnt how to upload all photos myself. I also feel confident that I will be able to get help in future should further problems arise. I am extremely grateful.
I had a question about DNA samples. Thanks to Emmanuel, my question was answered in very short order. I have nothing but praise for the way he dealt with my problem. I am 84 yrs old and the patience this man had with me was amazing. Thanks MyHeritage for a wonderful Q & A service.
I have a multitude of Scots and Irish names in my family yet the swab test claimed I was 100% north and western European. Even more insulting is that I have found others that received the exact same report as me knowing it was false. Cannot speak to anyone at MyHeritage as calls are put into a queue with recording saying you are 25th in line. Have little hope of getting my money back, but hope to help others not to get ripped off by this scam.
Hi Michael,
I'm sorry to hear about your negative experience here at Myheritage and I will do all I can to help you as soon as possible.
We currently do have a large influx of our many Myheritage members calling us with questions and at times, our phone lines may require a wait time.
Please contact me directly via e-mail at [email protected].
You are already my first prioirty here.
I'm looking forward to hearing from you.
Warm Regards
Rafael
Myheritage
I sent an email to MyHeritage with a question. In about an hour, Chris called to discuss the issue. Surprised by his call I actually had to gather myself. I never had customer service call me back! I digress; Chris completely understood my situation and had a remedy very quickly. He was enjoyable to talk with, pleasant, caring, and patient. He has a great phone voice. Having worked in customer service myself, I vote for Chris to get a raise! Thanks for calling Chris.
I was very pleased with My Heritage. I would go on the site more then twice a day to see if anything has changed or added. When I got my DNA results I was very pleased. I have and will recommend My Heritage to everyone I meet. My brothers and sisters and my children will be getting there kits soon. Shalom, Lore K.
I was initially somewhat disappointed with my DNA results. They were so far off compared to my family history information and another major DNA company I, my sister and my father tested with. I had some trouble with downloading my raw data so I called customer service. She quickly resolved my problem and also told me that their algorithms will be updated by the end of May so I am looking forward to the update on my Ethnicity Estimate. If it improves, then I will give My Heritage a higher rating for their DNA product.
This company matches your DNA with open-samples from 42 counties and this comparing with 195 countries, this coverage is very low. They don't have a list of the coverage.
Your DNA will be stored in US servers. Please read the agreement and terms! As EU citizen your privacy is not protected, at the question: "will my DNA results will be removed", I didn't get any answer. So I give them my DNA + pay money to get a very global result which you also can tell me by looking in my face. I don't trust this kind companies as a EU citizen. Israel citizens are protected so they are not allowed to use the service, but it falls under Israel and US laws. This confuses me.
Dear Jack,
I apologize for the delay in response and I will do all I can to help.
While we do offer privacy settings with DNA that is uploaded and shared. It is true to consider that sharing your results can help the DNA researching community to determine better quality DNA matches for everyone and is known to help find more precise information about your own personal roots.
I would like to assist you with giving you more information about removing the DNA results as you have asked but I have yet to find your request. Your DNA privacy is important to us and I think we'd both prefer to discuss privacy issues in private.
Please contact me Personally at [email protected].
Regards
Rafael
Myheritage
I ordered a DNA kit late at night and in my half asleep stupor managed to put the wrong postcode in my addresss. They changed it no problem and corrected the problem straight away, there was no waiting time either, they answered the call straight away! I'll leave another review of our experience with the kit once we have or results! Looking forward to it. Please ignore the bad reviews based on customer service, the customer service I received today was nothing short of fanatatsic. Thanks Aaron for all your help.
Diva
I started a family tree only to find that my ex-wife, who is not liked by my family, set up a web site using my family name, listing me as an unknown, all through My Heritage. These people are a joke and an insult to my family. DONT USE THEM!
Dear Ralph,
I'm sorry to hear that your ex-wife has control over the family tree in which you have started. If you are the site creator, I can certainly help you remove any unwanted information and assist you with your privacy settings.
Please contact me Personally at [email protected]
Friendly, customer service and very helpful. We have had a very positive relationship with these folks and would recommend highly.
Instead of causing a fuss and making me contact USPS to search for the kit, the customer support person said, "well we'll just send you a new one out today!" Thank you
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Andre,
I regret to find that you are unhappy with your Myheritage DNA ethnicity results.
Your feedback is very important to us and plays a big role in developing our product.
Please note that bio-geographical estimates, are complicated. Different researchers analyzing the same DNA of a person can come up with different estimates based on a number of different factors, including the reference populations used for comparison, the algorithm, and many more factors. Therefore these factors are consistently being improved in our DNA researching community.
We are still receiving and analyzing DNA samples for the MyHeritage Founder Population project which has been a very important study that helps us research more origins of all the specific DNA strands that is found throughout the world. This will ultimately help us give more accurate estimates in the future.
In the meantime, please feel free to contact me if you have any other questions about your research at [email protected]
Sincerely
Rafael
Myheritage