Blind Depot, The

Dear Mr. ***, We apologize for the difficulty you have had in contacting us. I had my assistant call you and work out a time to speak with you. If you have any questions or concerns, please feel free to contact me directly at [email protected] or 713-868-1438 x 2243. Best... Regards, Janine ***Family Tree DNA

Revdex.com: This letter is to inform you that Family Tree DNA has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/27/and assigned ID [redacted] Regards,

Dear Ms [redacted] ,Your matches are now available for you to viewPlease accept my deepest apologies that this issue was not resolved on first contact with us Thank you for your patience Best regards, Janine ***Family Tree DNA

Hello Bonnie,I'm sorry you are not having the experience you wanted I can see the two kits and I have double checked the results One can see in the matches section that the two kits you are discussing match each other at the highest level of the test you ordered The Y-DNA test is an advanced genetic test that we often recommend for individuals to follow the paternal line of their ancestry DNA testing is one tool in a genealogist's tool kit We have a learning center (https://www.familytreedna.com/learn/) that has answers to all the questions you ask in your complaint It is our guide and has listings for surnames and privacy We have tools in your dashboard to give visual and text information on your matches and haplogroup We have a page that lists what you get when you order a Y-DNA testhttps://www.familytreedna.com/learn/y-dna-testing/y-str/receive-get-tested-y...⇄ are a business for profit and we do put advertisements on the free page you get as your dashboard If you have any problems with tests ordered inadvertently then please call us at 713-868-and we will work with you.You hired us to perform two Y-DNA tests and we did as you askedWe sent the kit We received the kit and we tested the sample to produce the results We will be glad to have someone go over the tools you have in your dashboard and how to use them over the phone.I'm sorry but we are unable to refund your test Here is a link to our refund policy: https://www.familytreedna.com/learn/ftdna/payments-refunds-policy/ Thank youTom [redacted] Customer Support ManagerFamily Tree DNA

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I appreciate the timely response, thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that, as long as I receive all test results by July 10, 2017, this resolution would be satisfactory to me, even though I believe Family Tree DNA should have kept me informed as to the reasons for the repeated delays well before now. Therefore, my acceptance is contingent upon future action by Family Tree DNA, but since they responded with my requested information, I'll consider the matter closed for now.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint I want to make sure we're actually talking about the same [redacted] where I purchased these test kits, Family Tree DNA(?) The Family Tree DNA [redacted] has photos on it's [redacted] *** AND product page that clearly show boxed kits for the different dna testsAnd honestly, I have to keep looking at the [redacted] because I find it impossible to believe that no one has EVER drawn that conclusion based on the [redacted] that were chosen to represent the tests, which happen to be a photo of a boxed dna kit I've had four people look at the [redacted] and they all came to the same conclusion, the boxed items shown are what they expect to receive when they place an order- basic online commerceThese are people who shop online frequently like myself and generally have NO issues what so ever differentiating between actual items being advertised and an "icon" meant to represent something elseCalling it an "icon" doesn't negate the fact that it's completely misleading to consumers because the images I'm referring to are clearly photos of what appear to be boxed kitsThere are two types of "icons" on the [redacted] One is just the images of the test names and the other are "icons" of what appear to be boxed kits for the different dna testsThere is NO disclaimer listed either, for example "please note these images are for visual representation purposes only and do no represent the actual item you will receive " Had the "icons" of the boxed items NOT been on the [redacted] then we wouldn't be having this conversation, and I could see not refunding the shipping charges since there wouldn't have been anything to shape my expectation of what I was ordering But when I purchased an item online and agreed to those shipping charges based on the photos your company used to represent it, and there is NO disclaimer listed that indicates this isn't what I'm actually ordering, then no this isn't a situation where a company should get to keep $shipping for each kitEspecially since I wouldn't have placed the order had I been fully aware so I could make an informed decisionPlease verify that the full refund includes the $shipping cost per kit that was chargedThank you Regards,

Revdex.com
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolved Thankyou for the snapshot of the refund. I will close this case at my end after receipt of payment

Hello, We apologize for the inconvenience you've experienced regarding your father's kit, and with our website todayMaintenance was begun in the dead of night (3:AM CT) but has taken longer than expectedThe phone number (713-868-1438) should have gotten you to a voice mail, though, or an
agent, depending on what time you called. The tracking number *** shows that the parcel was undeliverable as addressed and it appears that it's being returned to usIf you'll please verify the mailing address by replying with the correct one, we will make sure that a replacement kit goes out right away, and we'll send it via priority mail for you. If you have any questions or concerns, please feel free to contact me directly at [email protected] and I will be happy to assist you. I look forward to your reply with the address

Dear Ms***, As was stated in previous correspondence with us: Your first purchase with us was the *** *** on 8/23/for $69.00. Then on 1/26/at 12:57AM CT, you ordered an ***, which retails for $*** $shipping and handling. You then, at 1:01AM CT, ordered an upgrade from the *** to the Full *** SequenceThat upgrade costs $139.00. In contrast, ordering the Full *** Sequence from the start would have cost $*** $shipping and handling, rather than the $for the ***, *** the $upgrade. On 1/28/we refunded the $for that upgrade. Had you chosen to keep the *** (Full *** Sequence) at that time, we could have refunded you the difference of $between what you paid and the retail cost of the test.($69+$139+$= $vs $+$9.95=$208.95) On 1/31/you again ordered the upgrade to *** for $Because the test had already gone to the lab, the order was considered an upgrade rather than an order change. On 5/21/15, we refunded $for the *** portion of the test, meaning you got the Full *** Sequence, a $value, for the price of the upgrade, meaning you paid $+ $shipping and handling instead of $+ $shipping and handling, a savings of $off of retail. To restate a different way, if you'd ordered the Full *** Sequence to start with, you'd have paid $208.95, but after we issued a refund for the basic test, you only paid the cost of the upgrade *** shipping and handling, which was $($+ $9.95.) I hope that clarifies the situation for you

Thank you for speaking with me today, Mr***I understand your frustration with the testing process and the delay on the Family Finder I'm sorry that you feel that you are getting "the typical excuse." I am only advising you of the truth of the matter Last fall we had an issue with a vendor who decided not to make the primer required to complete Y-DNA testing We advised our customersIn this case, the improvements to the Family Finder testing process showed a file that did not pass our quality control standards for scoring We will publish the results when the issue has been resolved Our business model is to take the money ahead of time and that information is stated in the business agreement along with the possible variation in testing times You also made it clear that there is no way to resolve your complaint.I will keep monitoring your kit and I will advise if there are any issues.Thank youTom ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I purchased Family Tree DNA in good faith for on 8/2015,after two and half months I received email that that could not process my sample and would for $try again.I advised them that I demand a refund since they cannot provide service that they advertise and accept money for,I would not give them another $50,and then bought a DNA test from ancestry.com.after and only after I filed a complaint with Revdex.com did they call and offer to waive $charge.I had no use for their services since I had already ordered from ancestry.com.the only satisfactory result is a return of $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
From: *** *** Sent: Wednesday, September 16, 1:PM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint *** Please close the complaint as *** has clarified the confusion and has not closed their files for my DNA. They regret the miscommunication which occurred *** ***

Dear Mr***, As I mentioned in my reply to your review on our Revdex.com page, we apologize for any frustration or inconvenience you've experiencedWhile the min kits was on your end, we should have contacted you about receiving a sample marked as female on a kit that had a Y-
ordered on itHad we done so, when your kit was checked in, the issue would have already been resolvedThat is a training issue for our receiving team and I will be addressing it with their manager. I have already placed the order for the Full Mitochondrial Sequence for your wife and, barring any failures, the results should be complete in about 5-weeks. Please let me know if you need further assistance. Janine ***Group Projects ManagerFamily Tree DNA

Dear Ms*** We apologize for any confusion or frustration you experienced with your purchase, and we are sorry to hear that you won't be gifting these testsThe Customer Service team did as they are supposed to do, which is to abide by the refund policy that's linked at the point of
purchase, and which with you agreed when you completed the purchaseThat policy states "If the DNA testing you have ordered is cancelled prior to the sample being received at our office, a refund may be given, usually less a handling fee of $or 10% of the total order value, whichever is greater."We regret that you did not give us an opportunity to respond to your note in which you said, "Either refund the shipping and purchase price of each item or I will take the next step and start filing formal complaints regarding your business practices." In the nearly three years that we've had the current *** for tests on the ***, we've not had anyone, prior to this month, tell us they thought that the test *** represented packaging for the sample collection kitHowever, I have requested full refunds for the four kits you ordered (two kits had two tests each, two kits had one test each...six tests on four kits). Refunds generally take 2-days to process on our end, then 7-business days for the full refund for each transaction to be reflected on your credit card. If you have any questions or concerns, please feel free to contact me directly at [email protected]. Janine C***Group Projects Manager

Dear MsO'Neal, We apologize that your results were not uploaded in the time-frame we anticipated they would beThey are complete and should be available to you soon, but we did have a halt to the pipeline that prevented results from being posted for a few days so I cannot at this point
tell you when they will be availableI don't want to tell you hours and have that not be the caseI just know they will be available soon. Normally we don't provide refunds for tests that have gone to the lab for processingThat's outlined in our refund policy and our terms of service that are agreed to at the point of purchaseHowever, because of the situation that prompted you to have to contact us about results that are complete but not posted, I did request a full refund for youThose normally take about 7-business days to be completed and, depending on your billing cycle, could take 1-statements to be reflected on your credit card statement. Most importantly, we apologize that you feel you were treated with anything other than the utmost respectWhile our call and email volume has been such that we've taken longer than we'd like to answer, you should never have gotten anything other than a polite reply and apology for your inconvenience. I will be monitoring your kit personally and will contact you directly when the results have posted. Please don't hesitate to contact me directly if you have any questions or concernsYou may reach me at *** Janine C***Family Tree DNA

Revdex.com:This letter is to inform the Revdex.com that the *** *** Catalog Customer Service Department has carried out to our satisfaction the resolution we requested in complaint ID ***. They have refunded the money. Please note that we have never heard from the Family Tree people in Houston again. Regards,*** and *** ***

We understand and sympathize with your position regarding the email address, but we have no influence in that area. Considering the way the mail has been running, based on the reports we've gotten, I would give it another weekIf the kits have not been received by then, let me know at [email protected] and the customer service manager will get with *** *** regarding a refund

Ms*** First, we've issued two refunds; one for $for kit 586932, and one for $423.85, for kits 586914, 586915, and That includes the costs of the tests plus shipping and handling for each. Second, the email response you received from our agent should not have said that we would not refund shipping chargesThat's not the way our refund policy read, and I've addressed this issue with the agent's managerWhat the policy said, and the email should have reiterated was, "If the DNA testing you have ordered is cancelled prior to the sample being received at our office, a refund may be given, usually less a handling fee of $or 10% of the total order value, whichever is greater." Regardless, we issued the full refunds for you. Finally, we do not have photographs of boxed DNA kits on our ***We have drawings such as the one attached that shows Yand Family Finder next to each other, which represents the order for a bundle that includes those two tests intended to be taken by the same personWe only send one collection kit for that bundle, since we begin testing using one vial of sampleThe second vial enclosed goes in storage for future testingIf that icon were an actual photo of the test kit, why would we show two boxes when we only send one collection kit? We also send the same collection kit for all test types, so there would be no reason to have boxes labeled with the test name.I've attached an actual photo of a Genographic Project kit (from the Genographic ***) for comparison - there is a marked difference in resolution between the two imagesClearly the one on our site is a drawing, not a photo. Again, I apologize that these drawings were confusing to you

Hello Mr***,I'm sorry we can not come to an arrangement that will workI have asked our accounting office to refund your Family Finder test plus shipping Our part of that refund will be complete by the end of the day I will have your kit deleted since it has no results Thank you