MyHeritageReviews 6,486

My credit card was charged for automatic renewal 2 days ago. As I forgot about signing up for this site, I did not use it. I tried to cancel the subscription $209. The renewal was cancelled for 2020 and not for this year--It was renewed on Feb. 22,2019. I want a refund on my credit card for 2019. I went to the website to ask for my money to be refunded.
The website would not work. I called and was on the phone for 1.5 hours. I started out as #6 customer to be serviced. When I got to be the next customer, I had a 45 minute wait and then the phone was disconnected on me. I can find no simple contact website so I am using this review one, hoping someone at MyHeritage will get back to me. I may try to call back at 1 am and see if I can get some service.

I had issues with the results for my father, the first vial went wrong so the system asked to wait for the second vial to be tested. Everything took very long so that's where Masha from Customer Services step in. As the second vial was also wrong she sent me a kit to replace my father's, and she was kind enough to send it to Argentina. (Mine were originally sent to UK as I live here and my father was here when we took the first sample). She followed up all my kits and made sure everything was tested the second time. She also sent me links to read regarding the DNA to clarify questions I had and has been following up on all the situation all these months the two kits took in total to process (things to be sent to and from Argentina take 3 times the time it takes from UK). She was always very kind and very patient with me, as I was quite a frustrated customer after all the situation failing 3 times.
Thank you so much Masha for your support, Thanks to you MyHeritage didn't loose this customer. ;)

I fully appreciate the complexities of running My Heritage and appreciate the great support I just received from Ron G when I got into a big spot of bother. The past process that required you to save your changes at the end of a session precluded saving mistakes. The process of repair by going back to a previous version is a tad complex for those not endowed with computer literacy. I must say I am aware of minor errors in my tree but I am apprehensive about trying to fix them lest I cause a cascading stuff up. The bigger the tree gets the greater the risk. Unfortunately some tree mistakes/poor research get perpetuated (I accept that its not My Heritages fault and we should be encouraged to point such issues out when we see them {life wasn't meant to be easy!}.

Had questions for which answers were not easily available.
1. How to match discoveries coming from Yad Vashem, the answers was quite simple, one needs to copy manually the discovered information since myHeritage and Yad-Vashem are not directly linked (hopefully in the future). Very helpful, saved me time for searching an administrative answer! Many thanks!
Had to send a "re-invite" to family member in English. I have been on-line guided to "remove" the member from the list and introduce it again (while the App was running English). Worked!

The help was instant and very professional, many thanks again Melissa!

Buying a combo pack of 2 DNA kit from this website was my first experience ever. Out of the 2 just one kit got shipped and delivered bro me but the 2nd one wasn't even processed to be shipped even after one and half month. I made a full payment and now my money is gone. Initially about 3 to 4 emails to their customer support team fell on deaf ears. I received no response whatsoever from any until I made an international expensive phone call. Finally the executive, Kayleigh, who i spoke with over the phone helped me a bit and claimed she has escalated it. She took a personal interest and did what was in her capacity. However, soon after that again i receive a dead silence not knowing what is happening with my kit or my money. Made another expensive phone call to enquire about the cancellation and I was told that cancellation process will take about a month's time. So I was dissuaded from it. Now I have no clue how to sue this company for tricking me into payment and not providing me the product I paid for. They took the money for 2 kits but deliberately sent me just one.

The MyHeritage assistant was VERY GOOD/GREAT explaining everything I needed to know. All though I think that the Irish accent did help, and I told her so.

First of all, I´m Spanish, so if I spend money in one product and also this products has an Spanish web site and also in the page has an option and a telephone number for information, you must have a Spanish speaker telephonist! You should do something about it.
The girl with a have already speak was very nice but in English instead Spanish

Second and last, I sent my proof the last 8th of Juneary, I went with it to the local post office, I spend money for the sending and today, the 18th of Frebruary, it is lost.

At first, I did not fully understand my DNA profile submitted online from MyHeritage, so I contacted them and the gentlemen I spoke with provided a complete comprehensive breakdown description of the meaning of my profile. There was no rush to get me off the phone and he answered all of my questions in detail. So, I highly recommend MyHeritage and don't hesitate to contact their support group to get a full understanding of your DNA profile.