Went on signed up for the free 14-day trial and found that the information I was looking for was very vague and decided to cancel the same day and did so only to find out 14 days later that they charged my credit card. Then try to get them on the phone and you'll find out how hard it is... Have since gone back online and canceled my subscription once again and we will see at the end of the month if they hit me with another fee...
I phoned customer service and recieved excellent help, really the person could not have been any nicer! Then I was obliged to write an email to a different department and they responded almost immediately, just really pleasant and understanding. We exchanged several emails until my problem was resolved the very same day. I am extremely pleased with their service.
I purchased a membership to MyHeritage due to the ease of navigating it and because of the price point, which is accessible for a novice genealogist. It has been easy to use, and I am pleased with the information found--I have had more luck with the Spanish (Basque Country) branch than the Spanish (Asturias) side but this may be due to compound paternal last names. Also, Customer Service is good. Today I had "Matty" patiently help me through some simple but important questions re: privacy. I definitively recommend the site.
David McC helped me at the 800#. He was courteous, professional, and most importantly patient. I am low tech and he walked me through the entire process. I would never have been able to access my results without his help. Very good experience! DJH
It's difficult to find excellent customer service these days. I was an upset customer who was completely turned around in the course of my interaction with Johnny. He was professional, personable, and most of all, he fixed my problem and gave me a discount to compensate for my inconvenience and prior frustration with trying to renew a subscription. It really helps a company when a person like Johnny can work with a customer to resolve difficulties before the company loses a valued customer over a glitch. Thank you!
Placed a order as a Christmas gift for my mother in law, website froze and kicked me out, called customer service was told no order went through and to go ahead and place another one well got email confirmations that both went through. Called customer service immediately and they refused to help me because I put the account in my mother in laws name, even though the shipping and email belong to me. Was told the only thing I could do was try to email which I did and still waiting on a response. Horrible experience.
Sent two DNA samples at the end of January 24,2018 for wife and myself. Wife just received notice that her DNA was being evaluated, but not mine. Checked the USPS tracker and found my DNA didn't arrive until Feb., 11,2018. My wife's arrived on Jan 31,2018. Megan at MYHeritage explained that my sample has not been released by the shipping department, but will very soon. I look forward for confirmation of this.
The attention was really nice and the support for my trouble great too. I updated to Premium and paid via bank transfer though after 5 days my site was still not having the possibility to add more relatives. I called them, and the woman who picked the phone helped me in less than 5 minutes.
This site was very helpful in finding information about my deceased relatives as my mother was put in an orphanage at an early age and didn't know a lot about her birth parents. I did not need this service any more as I found the information I needed. The representative I just talked to, to cancel my subscription, was very friendly and was not hostile in any way. He was very cordial and happy to help me.
Your staff member helped with finding my DNA results. There was a mix up on my part for giving the wrong password on my account. She was so kind and patient explaining what I could do to straighten out my problems. In the end, everything was resolved and I am so appreciative for her kindness.
I spoke with a representative earlier today named Lydia. She was so helpful on the phone. I had a tech issue that was a bit complex. She walked me through every step, while we were on the telephone. I could never had done it without her. Her patience went above and beyond!
Thank you Lydia!
Because customs declaration was filled out wrong (!) in China, I had to pay 140 Euro additionally for my few kits to German customs. The company refused to give money back. That was just the start.
The results are total crap, I got poor 4 numbers of someone's phantasies for 99 dollars + customs fines?! I know I am Eastern European for many-many generations, but according to the test I am much more Baltic, then Balkan and even Japanese.
This company is just a huge cheater, I am very angry because I bought 6 kits.
Dear Slept,
I regret to find your review and I discern with great sympathy what you have gone through in purchasing your DNA kits while having to deal with your local customs office.
We absolutely value the satisfaction of all of our members and I am more than interested in locating your account to explore how this happened, in order to better our service and prevent this from happening in the future.
Unfortunately, I am unable to locate your account using the site jabber name you provide here.
Please contact me directly from your registered e-mail address at rafael.vipsupport@myheritage.com so I may investigate this issue and see to it that you do receive some sort of compensation. You are already my first priority here.
Looking forward to hearing from you.
Rafael
MyHeritage
Since joining MyHeritage, I've been able to make solid progress with both mine and my husband's family trees. The site is relatively easy to navigate and the staff I've dealt with so far have been very helpful. I still have a little way to go to put the last 'pieces of the puzzles' together but I'm sure it'll all come together with MyHeritage's help.
I woke up this morning to a paypal charge of 135.00 to my bank. Their website is not clear about this charge. I thought I was doing a free subscription. I will never use this website again. When I called their website customer support, I initially got a run around answer. They said they had to put the request in and that someone would have to contact me at a later time. And they didn't know when that would be. Then when I asked for a supervisor they magically were able to authorize a refund. What a bunch of crap.
The customer rep I talked with was completely knowledgeable about the problem I was having with uploading photos.(Turned out that the photos are too large.) But the wait time on the phone was way too long. MyHeritage, like many other companies that offer customer service over various platforms, should hire some more phone reps. Then their customer service would be 5 star!
Initially I thought myheritage.com was a great site, better than ancestry.com. However I contacted them within 3 days of signing up to cancel, received an email from their customer service that I would receive a refund of the charge for a premium account (I was trying to sign up for data, not premium). That was over 4 months ago. I recently resent their email back to them where they indicated a refund would be sent and no reply. I will never purchase any service from them again. I have discontinued building our family tree through them.
Dear M. L,
Thank you for your review here on SiteJabber.
What I would like for you to do is to contact me from your registered MyHeritage email address to support@myheritage.com and place my name in the subject line. This way you will be forwarded directly to me and I will investigate this matter for you.
Thank you for your cooperation and I look forward to your reply.
Kind Regards,
Dean,
MyHeritage Team.
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!
To criticism about sudden-onset delays explained by "new chip", the company provides same canned response. Requests to the given customer service email addresses for clarification of the purported "benefits" and the sudden delays without forewarning go unanswered.
As many other frustrated customers, my DNA testing was making good progress until it got stuck and the message about the "new chip" appeared with a wide window for the delays.
I believe that any company that manages properly their testing should be able to anticipate the introduction of "next generation" parts and prove them in in parallel with keeping their production going. For this reason, I find the explanation less than satisfactory. The company either has supply chain issues, lab operations issues, or is poorly managed. Which one is it MyHeritage?
I spoke with Kiran C from Ireland.
Not only did Kiran assist with my account query she also enthusiastically helped me with guiding me through the method of obtaining additional information. I could certainly hear her smile in her voice. Thank you. Excellent customer support.
It is extremely interesting investigating my family tree and I also find the website easy for me to navigate ********'s all round for My Heritage
My card was charged for an annual subscription of $129. I cancelled this free trial before it was over and my card was still charged. I've tried to reach out several times and I cannot get a representative on the phone or by email. They don't even send anything to show transaction such as a receipt. I wouldn't have known if I didn't check my account daily.
Hi Beverly,
If you require assistance then please write to me directly at dean.vipsupport@myheritage.com and I will be only too happy to help.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
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 MyHeritage member,
I'm sorry to read that you are having this issue.
Privacy is a very important thing for MyHeritage and usually, there are barriers preventing site members access to specific actions in ones billing account. In most cases, these actions can only be controlled by the registered MyHeritage site manager.
That said, a duplicate charge such as you report can be refunded by all means and I'd like to personally help you with high priority to ensure your refund is received. In order to do so, I must first verify and locate the MyHeritage registered account and account holder.
Therefore, please e-mail me directly at rafael.vipsupport@myheitage.com so I may locate the charge and refund it as soon as possible.
I am absolutely here for you and will be looking for your e-mail.
Happy Holidays!
Sincerely
Rafael
MyHeritage