MyHeritageReviews 6,487

After an initial three-day wait, I received prompt, and generally credible, responses to my question about how to work-around an inability to download my web-created family tree of 4491 persons to a computer-based proprietary application, Family Tree Builder. Answers to my multi-part questions weren't always comprehensive, but they were at least provided. My main beef is with the application itself. Syncing both ways should be a snap. Unfortunately, it wasn't. In the end, I had to make some compromises that require a major duplication of work. MyHeritage could have done better developing its applications.

I was receiving my emails in Hebrew, and as I find it impossible to contact anyone by email, I decided to telephone, After I got over the shock of business hours being from 5pm to 7am AEDT, I duly telephoned at a relevant time and left a message (my phone number) as requested. Two nights later I received a call from the lovely Maya who was businesslike, friendly and efficient. She identified my issue before I told her, fixed it, and asked if there is anything else she could do (no). It would be a pleasure to have something else go wrong if I could deal with Maya.

I was directed to my heritage for a 7 day free trial only to find out what i was looking for was not on there, i immediately unsubscribed only to find out they billed my credit card $109 30 I phoned there NZ number waited 20 min for an operator she wanted to cancel next years subscription but said I never unsubscribed I told her I was going to go on fair go etc and she changed her manner and said she would get a manager to ring me, after 3 days I had a call from a South African man trying to tell me they sent me emails on how to unsubscribe which was bull, after he said we will meet me half way and refund half of my subscription I told him that was not acceptable and said he would refund back into my credit card the full amount, waiting to see this happen. Do not subscribe to this site

I recieved the DNA test results for both of my parents, and both don't seem very plausible for me. The results for my father are the worst.

They say that he is 53% British and Irish. That definitely can't be true. I can trace his entire family tree back several hundred years, and most of them are from what is now considered modern day Germany. The others are from east Prussia, along the Lithuanian border.

My mom too supposedly has 22.4% British and Irish in her. But here as well, I can trace all of her lines back to what is now modern day Germany. It seams like when in doubt, My Heritage consistently picks British / Irish as a default Option.

I could understand if my parents have a small percentage of Celtic in them, because the Celtic tribes criss crossed Germany sometime BCE, but the 54% and the 22% are just way too high.

I have already emailed MyHeritage to question the acurateness of the results. I will have my parents take another DNA test at another company. If those tests seem to be more plausible and detailed, I will cancel my subscription to MyHeritage.

I ordered from my heritage to find my Indian roots and my background. Like others the number didn't work u could never get anyone one the phone they were never available it was always call back another day if u call thw wait time never got off caller#26 I was one thw phone withthw recording for and hour but still caller #26 tbwy took $80 out of my account before the trail date ended and in very passed off i just want to unsuscribe and get my money back and I will not use this website again nor get anyone else to use it

Huge mistake signing up for the "free trial" my card was charged for a full year subscription. Tried multiple days to call there support line, which went straight to a recorded message saying they were closed despite the fact that it was within the hours they claim to be open on their own website. When I finally was able to get someone on the line, after being on hold for half and hour, they still refused to refund the amount charged, spitting out all the standard lines about what a wonderful service they are providing and flat out refusing to transfer to anyone with more authority.

I joined MH 2 years ago after trying out various other sites, and have been very happy indeed with their search programs. So much so that I signed up this year for the additional Records match package and have been inundated with information!
My only problem has been with the DNA results which didn't seem to have any relation to my previous certified history.
I've tried calling their help line ( Spain and England) on several occasions, been left hanging on, and on... have left several messages and sent an email, all without any joy! So regrettably I must give 0 stars for their Help line!
I finally got through today and thankfully found someone that called me back within 30 mins, explained the possible problem to me and has promised a solution. A very nice girl, pleasant, polite and professional. So 5 stars for this young lady!
TBA the solution to the DNA problem...

Getting any customer support from this company is impossible. I have recently had an automatic subscription renewal debited from my credit card with no prior warning that the charge would be made prior to the transaction. I have made numerous enquiries about a refund via the My Heritage website using my site email address and have also phoned the relevant numbers only to be put on hold. I believe the company has a 30 day refund policy which I hope it will honour, as I no longer wish to have a subscription. I have resorted to opening a transaction dispute through my bank, since I cannot get any response from the company. I am thoroughly disappointed to say the least, that a long term customer is treated this way. I cannot recommend My heritage to anyone based on this experience.

I recently joined My Heritage as a paid subscriber and I am so happy with it. I was sorry to see that there were so many complaints regarding their DNA reports. I did not take a DNA test so cannot comment on this. However, I managed to make a complete mess of my family tree on My Heritage. Being very 20th century, technology wise, I called technical service. Olivia patiently helped me correct my tree and showed me so many tricks. As many as I could absorb at once. As an added bonus, she helped me research a long deceased relative and I was able to find that he was on a Geni family tree already started by a relative in the "old country". I am excited that I will be able to add him to my tree and hopefully contact the Geni member on whose tree he is listed.
In summary, I need to say that My Heritage has opened a new world for me.

Their results said I was 97% Western European/U. K./Ireland/Scotland. Very broad area, 2% italian and 1% Asian. Before sending them my DNA I had already traced my maternal lineage back 3 generations to Croatia. Their results said I had no Balkan DNA! Go figure... Not only do I look exactly like my mother, I have the same hereditary rare disease. As other reviewers indicated it appears they profile their DNA results to your name. In my case my married surname is very scottish and my first name, Angela, is Italian (I was named after a friend of my mom's, no relation). I guess they threw the 1% Asian to make it look more authentic. I have submitted a DNA sample to another DNA research Company. Maybe this will prove them creditable and me to be a switched at birth foundling or MyHeritageDNA to be just another Shister Scam.

I have tried to connect with customer service since January 12,2017. I am currently using a free version of the site and have some questions about upgrading. It doesn't make sense as to why they won't respond to a customer who wants to upgrade service and become a paying customer.

I have called six times and have never been able to connect with anyone. They are either closed, at lunch (today at 2:41 pm), or "not available at this time."

I have also emailed via the website and received one email back asking for my phone number so they could call me. This conversation could have easily been addressed via email. I did give my phone number, but it didn't matter, I never received a call. I emailed the same email address again three times. Nothing.

I tried posting on the Facebook page. No response. I then noticed that ALL posts from people other than My Heritage official posters were deleted. I tried again and also sent 2 private messages with absolutely no reply.

As a last resort, I tweeted to My Heritage. Again, not a single word from them.

I know, I know -- I should have given up LONG ago. I do see the value of the site and hear from others that they have had some great results and have used the site to enhance their research efforts. I just kept trying. When I called today during their listed hours of availability and received a message that they were unavailable because they were on lunch break at 2:41 pm (their time zone) I decided I have had enough. It shouldn't be this hard to give a business your money.

I did not sign up for the data subscription or any subscription for that matter. Next thing I know $165.99 was taken from my account on March 14,2017! I have called the New Zealand office countless times with no answer but a machine telling me to call in between business hours... But still no answer, EVER! I have sent emails to *******@myheritage.com which it recommends to do if I have any refund requests. The refund policy allows a full refund if completed within 30 days of the payment made. What the hell! Its been 3 days and nothing! Do not sign up for this site! Don't record valuable information like your family details on there either. Who knows who is using the information we give! To this Dean fella who keeps responding on my heritages behalf. You'd better give my money back! This is not okay doing this!