Megan was extremely helpful during out conversation on 28 December 2017. I was interested to know if Native American data was used when kit testing is done, what ethnicity groups are excluded, if any, if genetic data was used/given, and specifics about the MyHeritage database. She had all the answers to my questions, and then some. Nicely done MyHeritage.
I am very disappointed, I got sucked into signing up for membership today. Nothing I search is found at all, not even when I put my own immediate family details in which I know are accurate, nothing is being found. This is a suck you in con. Not impressed. Will never renew and feel I have been ripped off.
I made 3 separate orders of 1,1 and 4 kits. I received the first 2 orders with no problems then could not get an update on the one with 4 kits. I emailed My Heritage and USPS. Evelyn replied within a few hours then forwarded me to José G. They were both very professional and very helpful. They were willing to ship me 4 more kits along with 2 months of free subscription even though at this point USPS finally replied. USPS had not updated the info on that tracking number and "found" the package which was finally delivered. José and Evelyn kept in touch the whole time until it was resolved. I look forward to continue with My Heritage.
I want to write a short review about my experience with MyHeritage customer service assistance. I couldnt figure out how to merge my two family trees. With the assistance of your wonderful team, especially Leah, at MyHeritage, my complicated issue was simplified and it was so easy for me to go through the steps that I received, and, resolve my problems. Great job, Leah!
Thanks very much for all your help.
I've always had good experience with customer service in the past. This time, the information given to me to solve my problem didn't work. I was trying to delete an unwanted photograph. The support person fixed my problem himself, deleting the unwanted photo, then gave me a different set of instructions on how to do it... which did work when I tried it on a different photo. The end result was satisfactory; however, I think the correct steps should have been offered the first time. All's well that ends well... just my valuable time was lost.
Easy system to use and very well set out so that family connections are easily placed, and as familiarity of the system is gained, so too the ability to use all of the built in functions.
When I had an issue in connecting one generation to another, I sent in a request for help and within 36 hours had the answer for rectifying. The Smart Matches give you the ability to quickly confirm connections and obtain more information to build your family tree back through the centuries. Recommended.
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
Somehow I lost my original site but the team at MyHeritage could not do enough to help me get things sorted out. Now working 110%. Downloaded my DNA from ancestry to this site and Family Tree. Find this one the best and easiest to use and the backup excellent. Also purchased the Data package and find that well worth the expense.
Ted
New Zealand
My query was answered very quickly and the answer solved my problem. Well done MyHeritage!
In the past I have found MyHeritage a useful site but am finding myself using it infrequently now. I called to find out my options and was surprised that instead of trying to convince me "I needed to stay," they helped me to phase out my participation. The representative even encouraged me to do so and come back when I was ready saying there will be good deals when I do.
I ordered a dna kit only, and apparently it came with a "free" 30 day trial of the full site. I didn't even see nor care about that, I just wanted strictly dna results. Suddenly I have a $150 missing from my account. I finally figured out it was this auto renewal that I was automatically signed up for bc of ordering a simple dna test. There was definitely NO advance warning that it was scheduled to renew or anything. As soon as I saw the charge I googled how to cancel this crap and did immediately. I immediately requested a refund as I DON'T want this "service". After DAYS I finally get a call, only to be told they won't issue a refund. They first offered another dna test, which I don't need, I just ordered one. Or longer subscription (which I don't even want to begin with. I just need my money back. All. They offered $40 and some change…. Like that's gonna do anything. Shadiest company I've come in contact with. Do not recommend!
Dear Shania,
Thank you for your review and we are sorry to hear about your experience. Please write to me directly from your MyHeritage.com email address to, dean.vipsupport@myheritage.com, and I will look into this for you with high priority.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
I must compliment Melissa on her infinite patience as I navigated my way through mistaken identities and duplicated email addresses. It was so good to have someone on the other end that actually talked me through whatever issues I had and kept the smile in her voice throughout what must have been her ordeal! Thank you
I've been informed today by Paypal that £127 has been paid as a subscription renewal despite sending numerous messages that I do not want to renew.
I've also attempted to phone customer support unsuccessfully.
I didn't want the initial subscription and have never used it.
Please return the money which has been taken without my authorisation
Dear Jennifer,
I regret to find that you are unaware of your annual membership charge and will do all I can to help.
MyHeritage informs all members of the annual charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal.
Also, one may view the status or cancel an annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
It seems you were unaware of this and I'd like to help you receive a refund as soon as possible.
Therefore, please e-mail me personally from your registered MyHeritage address at rafael.vipsupport@myheritage.com so I may verify your account.
Always happy to help
Rafael
MyHeritage
I was so pleased to receive a prompt and detailed response to my numerous questions and concerns regarding Family Tree Builder. It may have been a time saver, however, if I could have spoken to someone, but have not been successful in that regard. I dial the number on the website and there is no answer; the phone just rings continuously. I have called on a previous occasion and it worked very well. Many thanks!
Was locked out of my account after only a few months by expired password (B. S) and not allowed back in. Not one hit of any sort on my ancestry before being locked out. Constantly bombarded with email offering to sell me more of a bad thing to this day
Dear Tony,
I'm sorry to learn about the experience you describe above. I would be more than glad to help you reset your password and to guide you opting out of the unwanted emails. Please email me via your registered email address at "catarina.vipsupport@myheritage.com".
Kind regards,
Catarina MyHeritage Team
I was interested in finding out some information on a relative pf mine so I came across My Heritage and started searching. It was so fun & interesting as I discovered more than I had originally hoped to find. I forgot to cancel after my free 2 weeks and was so worried when my credit card had been charged for the annual subscription. I am unemployed and could not afford the fee at this time. They could not have been nicer about it and offered a full refund. I am so relieved and will be back to get a subscription as soon as I am able. Thank you so much My Heritage. Sorry I was unable to offer any bad points.
Susan Anderson
I recently had a problem with a subscription to MyHeritage which was due to an oversight of my own but I contacted their support people in case it could be resolved, which I doubted.
I received a response which I didn't expect.
MyHeritage totally understood the problem and resolved it 100% without hesitation. I was so amazed and so pleased.
The response from the young lady in the MyHeritage Support team was outstanding. She is the sort of person who makes a business a pleasure to deal with providing them with a courteous, conscientious and professional image.
Well done young lady. Thank you MyHeritage.
I am so glad I got to talk to Isabelle today. She was extremely helpful and took care of the problem I called about. And it was so nice to hear that Irish lilt today... we were stationed in Holy Loch Scotland for several years with the US Navy and had the opportunity to meet several people from Ireland as well as the Scots we lived around. It just made my day. Thank you again for the help Isabelle.
I was having trouble with fixing an error that had made it's way into my family tree. Eventually I rang and was surprised to be connected immediately. Spoke to a pleasant young lady who emailed me how to fix it. Minutes later I had remedied what I had wrestled with for hours. Great
Made a complaint to the BBB.
I submitted 4 things: bank a statement, a google receipt, a bank notification of withdrawal email and a screen shot of my active subscription (it shows date paid, date of renewal.)
Myheritage responded with: "After looking into this for you I am able to see that you have spoken with a representative about this issue."
No kidding? I spoke to someone, yes. Finally some truth. Did you look at the evidence? Nope because your unsatisfactory reply is final.
ABSOLUTELY NO resolution
MYHERITAGE just wants your money. Judging by the negative reviews they won't give refunds. Or notifications that they are going to charge you. Then pretend you didn't.
Greedy SCAM
Save your money folks, save your heart ache and wasted breath, not worth it
I have proof all these things, the courts may request/subpoena from the companies.
I used the app free, then updated through Google pay. I have a receipt from Google pay. Money was taken out of my bank account. Bank statement show proof of money transfered to myheritage. Google play store shows active subscription. With date of last and next payment.
I still can't use app.
Email reply from myheritage: "You have a free plan," "we see you are pending a subscription" (my renewal) and "we have never taken a dime from you."
Did I mention that I could use the app in the beginning? And I subscribed 7 months ago? (FYI Myheritage, 7 months waiting period for an online service, is the smartest thing you could come up with?)
Scam all the way around. All the flashy reviews and praises of great customer service are just fluff reviews. Save your time, save you money.
Overview
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
Start your family tree by entering a few names, and MyHeritage will do the rest. MyHeritage’s matching technologies for genealogical research will automatically find new information for you in a diverse collection of 47 million family trees built by users all over the world, and in a huge database of 20.1 billion historical records.
The historical record collections include vital records (birth, marriage, and death certificates) from 48 countries; census and immigration records; gravestone and burial records; and much more. Learn more.
Scan and improve your family photos with MyHeritage’s AI-based photo features: repair scratched or damaged photos, colorize black and white photos, bring blurry faces into focus, or even animate your photos.
The MyHeritage DNA test reveals your genetic origins across 2,114 geographic regions with a simple cheek swab, and matches you to relatives you never knew existed in MyHeritage’s DNA database of 7.8 million people. Your DNA results are private and secure, and will never be shared or sold.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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Dear Karen,
Thank you for your review here on SiteJabber.
Would you be so kind as to write to support@myheritage.com from your registered email address. One of our friendly representatives will then be able to assist you with any questions you may have and provide you with tips to assist you with your research.
Thank you for your cooperation and I look forward to your reply.
Kind Regards,
Dean,
MyHeritage Team.