On Sitejabber, 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
I was having trouble understanding how my "new" relatives were related to me since I was not on the tree with them and no names were familiar. The person at MyHeritage showed me how to use the Relationship Report feature and I was able to figure out who and how the people fit into my known relatives. He was knowledgeable, pleasant and patient. Thank you!
I ordered a kit on 09/04 and 2 weeks later I didn't received it. I had to call MyHeritage to know what happened with my order. Why don't they send an email to advise of any delay? I will update this message if the end of the process improve my customer experience
I absolutely panicked when I thought I had lost every bit of our family site on MyHeritage.com. Nothing was left of years of adding people, pictures, and thousands of details of our family history. I called the 800 number and even the account number would not work, so in desperation I tried the option to open a new account. Mark, the representative, was the most patient and helpful person I could have ever asked for. Even with all my stumbling and limited information, he managed to restore everything and connect me to our complete website again. I think he is a genius and I couldn't be more thankful for his amazing knowledge and helpfulness. He stayed with me and walked me through every step until he was absolutely sure I was signed into our account. Thank you so much for being so very helpful.
There are many online companies for those who are interested in their history. I have a membership with My Heritage. My Heritage is superior to all others in the area of customer support. Open 24/7, customer service associates are well trained and willing to help with any question. One of the providers whose name I will not mention just want to email processes and procedures to the subscriber. Thank you for asking.
It was good too talk with a Danish woman nice woman so that was ok for me so I get answer to my question so now I'm glad for the rest of my day thanks for that hav
On 1st September I sent in the original complaint to your "support" department by email, I sent them 6 (SIX) reminders concerning the Ticket #************** until yesterday, but they didn't have the decency to even reply to me. Please excuse me for saying this but "Go to hell" is also a response.
This morning I decided to telephone to your service in Israel, and within 10 minutes on the phone the problem was solved.
Dear Ralph,
I am sorry to find your complaint and I understand your frustration in writing to our support center.
Feedback from our members has always been valued by us and I the issue you reported here has been investigated. It appears that you had duplicate accounts, one basic free membership, and another premium membership under two different e-mail addresses and this is what caused the confusion.
We do have thousands of tickets come into us routinely and the e-mails you had sent to us were from your free basic membership. Basic memberships do not include priority support and may be subject to a longer wait for support. Your correspondence with a MyHeritage representative in Tel Aviv has been located and they have consolidated both accounts into one to avoid confusion in the future.
We value all of our genealogy researchers and hope that you will allow us to make up for this experience you have reported.
Feel free to contact me personally at shane.vipsupport@myheritage.com if you have further questions and I would be happy to assist you.
Kind regards,
Shane MyHeritage Team
I just got assistance from Joy (MyHeritage Support team), she was very pleasant and supportive, she was able to solve issues and conflicts in put accounts, easily and quickly. She was very professional and new exactly how approach the issues in the best way. Thank you Joy!
When my dna kit got stolen, MyHeritage DNA was really generous to offer me a new kit. This website is so easy to use and they have the best price. Really awesome place to get your ethnic DNA tested!
Well... by mistake I wrote a wrong address when placing the order online. In about 2 minutes I called he customer service and with quite some spelling we were both, myself and the service agent, sure that the new address was correctly spelled. The DNA kits however found their way to the wrong address. I suppose the order goes directly to DHL system and your service agent cannot change it. She took the new address on a post-it and threw it away when her day was done. GRRR...
Dear Markus,
I sympathise with your situation and I regret you feel this way. It might be the case that the DNA kit was already in transit. In these cases, we send a free replacement DNA kit. I would like to follow up on this for you. Please email me at "catarina.vipsupport@myheritage.com" via your registered email address.
Kind regards,
Catarina MyHeritage Team
Моя почта прекратила своё существование и я не мог восстановить пароль. Большое спасибо Елизавете, благодаря которой я сумел войти на свой сайт.
I had a problem with my shared surnames from my tree not showing up. The site said that I didn't have a tree and I needed to start one, but I had a tree on the site. I called support - the menu prompts were easy to navigate and then I was greeted by AnnaS. After several attempts at fixing the problem, she indicated that she would need to escalate it to Tech Support. She said they would be back in touch. Very shortly after hanging up the phone, Anna called me back. She then walked me through the process of associating my tree with my profile (actually needed a logout and new login to succeed). Problem solved! Very courteous, professional service. Couldn't have been better.
Wij zijn klaar met onze stamboom.
Inmiddels heeft onze Familie 39.322 personen.
En onze stamboom bestaat uit 10.227 Families met 80. OOO documenten en foto, s.
Er is ook een mummy gevonden in Shelag in Israel van het jaar 4.500 voor Cristus dat een match heeft met het dna van onze Familie voor 98%.
© © Koning Selach (zoon van Arpachsad) (35ste J. Zijns vaders) van Israel Griek's (Kronos) Romein's (Saturnus), 1693 Jaren der Schepping / 2067 Voor de gew. Jaartelling
B. C. 2307
B. C. 1874
En dit bewijst dus alweer hoe dankbaar we moeten zijn dat Myheritage bestaat en helpt om je eigen historie op de rij te krijgen
Wij kwamen er achter dat zowel onze moeder als ook onze vader in een directe lijn van adel waren. Onze stamboom heeft tot nu toe 6.500 families en er komt nog veel meer bij. En de grootste ontdekking is wel dat de Familie van den Berg (van den Berg(h)e) niet is uitgestorven (in de directe lijn) zoals men dacht, maar wij met 3 broers en een zoon de lijn voortzetten.
Myheritage helpt ons op alle manieren door de software aan te passen en de harddisk te vergroten zodat wij verder kunnen gaan op deze reis door de geschiedenis. Ieder probleem word door hun snel en goed opgelost wij zijn hun erg dankbaar en zullen met veel plezier verder gaan.
Frans Dautzenberg
I am very satisfied with the assistance of MyHeritage on a technical subject related to a restoration.
The person called me at the exact time we had made an appointment, understood the problem I had, and helped me find the best solution. Thanks
Many thanks to ElisabethG from the MYHERI support for the really helpful information on my questions.
She has not only with much patience my z. T. but has also revealed to me the CLICK TIPS that are needed for the initial creation of a family tree.
((Since my registration about 20 years ago, a lot has changed!)).
At the same time I was also plausibly explained why I can enter more ancestors via a GEDCOM file, without being charged!
ElisabthG seems to me to be of that type, who not only can answer the asked questions immediately, but also in their plausibility can give a newcomer immediately speech + answer!
For me, then, that after completing the phone call a friendly e-mail from her was sent, that means that the team is well prepared to leave questions unanswered.
On the whole so a very positive effect, for which I can only say thanks!
A. Kleine
Hi,
Lana has been fully professional and supportive. Understanding about the situation and offered options that were clear to understand before choosing them.
Very pleasant agent to talk to.
Through her, MyHeritage was able to offer me a solution I expected but still always great to have, which was to resend for free my DNA kit after not receiving the original one.
This is a RIP OFF company. I bought a subscription and then was unable to view my own grandfathers' records unless I paid more money! I called to complain and the 'Customer Service' Rep told me sorry, you don't get your money back. You have to pay, we are right, too bad lady. Third world country crummy service rip off artists. Stay away. Their 'records' are inaccurate anyway. I paid with Pay Pal and Pay Pal gave me my money back. Shame on your My Heritage.
No, you are not a friendly company. The woman I spoke with was rude and unhelpful, that is why I posted the review. All I wanted to do was access my grandfathers' records and I was told I could for another 9.95 a month. I had a subscription already. RIP OFF.
Dear Tom,
I'm sorry to find your complaint and I would like to genuinely apologize for the treatment you have received.
I'd like to clarify that offers a money back guarantee and I'd like to ensure you recieve a full refund by all means along with the ability to view the record you were searching for.
More importantly, I would like to investigate with whom you spoke with as soon as possible to forward it up the chain of command to ensure a better experience for the millions of our members.
We absolutely value every single one of our genealogy researchers and hope that you will allow us to make up for this disappointing experience you have reported.
Please write to my inbox personally at rafael.vipsupport@myheritage.com so I may verify your registered account and ensure this is handled as soon as possible.
This issue is already my top priority here and I'll be looking for your e-mail.
Sincerely Yours
Rafael
MyHeritage
Lev Cherbanski Account ID *******
Сегодня, 03.09.2018 я побеседовал с консультантом по генетическому тесту MyNeritage.
На немецком языке. Но всё было понятно.
В целом результаты теста удовлетворили моё любопытство.
Меня особо интересовало происхождение моего биологического отца. О котором я ничего не знаю и о котором некого спросить. Вообще ничего и вообще некого. Консультант обьяснила мне, что MyHeritage отдельно Х и У хромосомы не исследует. То есть отдельно о происхождении отца по этому анализу я информации не получу. Об этом хорошо было бы знать в момент заказа. Я узнал после оплаты и получения заказанного анализа.
По образованию я инженер - радиотехник. Результаты генетического анализа очень лапидарно сопровождаются сокращениями каких-то терминов из генетики, которые нигде не поясняются. То есть генетики понимают эти сокращения, а поймёт ли заказчик это его проблема. В научных статьях любое сокращение один раз обязательно раскрывается.
Anybody
Общие ДНК 1,1% ( 83,1 cM) Что такое 83,1 сМ?
Общие сегменты 8
Наибольший сегм... 15,9 сМ
Показать триангулированные сегменты, по крайней мере: 2 cMs ( и о чём это? Триангуляция это вообще-то из геодезии...)
Из многочисленных присылаемых данных о потенциальных родственниках я не могу извлечь никакой дополнительной информации. Какую-либо инструкцию по обработке получаемых данных я пока не обнаружил.
Результаты анализа предлагается распечатать. А сохранить в виде PDF файла тоже было бы неплохо. Я не могу сохранить полученный заказ в своём компьютере. А бумаг в моей квартире и так выше потолка.
Консультант ответила на мои вопросы. Мои вопросы по полученным результатам к фирме я сформулировал выше. Я желаю фирме MyHeritage и её сотрудникам успехов.
С уважением
Лев Щербанский
Problem is with your phones. It's quite hard to get to speak to a person when dialing in and maneuvering "please press 1 for this and 2 for that". Once I finally managed to get a human I was VERY pleasantly surprised with the swift and professional way my problem got salved. 6 out of 5 stars once you get a human on the line. Br Sten.
Positif:
- Logiciel aisé à utiliser!
- Très bonne qualité d'impression!
Négatif:
- Néant
A améliorer:
- Délai de réalisation et d'envoi
- Prix très/trop élevé
MDG lied to me and manipulated their offer. It is unethical and bad business practice. I would have not put a negative review if they would have taken the time to resolve or try and correct the issue but nothing was done. It is business as usual for them. It is likely I will not return as a customer due to their lies. If they would have tried to resolve the issue, I would not have placed a negative review. It is unfortunate that companies nowadays do not take their business practices serious. It is all about the money. I AM REAL CUSTOMER WITH REAL EXPERIENCES WITH MDG. I'd be glad to discuss this issue, but don't assume anything about my situation unless you are willing to discuss it.
Dear Elliot,
I am really sorry to read about your experience. At MyHeritage, we care about our users and I’d like to make it right for you.
Please email more details about what happened, along with your account ID or registered email address, via elena.vipsupport@myheritage.com so I can help.
Looking forward to hearing from you.
Kind regards,
Elena, MyHeritage Team
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Christian,
I am sorry to read your low star review, and do apologize for the delay in updating you on the progress of your order.
I would like to investigate your case personally. In order to do so, I will need to locate your account. Could you please email me at hugo.vipsupport@myheritage.com with the details of your order?
I will be looking for your email.
Kind regards,
Hugo, MyHeritage team