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sarah m.

Contributor Level

Total Points
168

2 Reviews by sarah

  • MyHeritage

7/17/18
• Updated review

After I left my review on Sitejabber, a rep from Myheritage left me a message to email him. He wanted to check up on where my DNA sample was in the process. He said the processing can differ by person because of "biological variability." He later explained that that meant some people don't have enough DNA in their saliva to process.

My friend and I mailed in our DNA the same day, and it was delivered the same day. He got his results about 3 weeks before me, but not because they had a problem with my sample. They just didn't start working on mine until much later.

I'm changing my review to 4 stars, though, because despite the slow processing and excuses, I got everything I was looking for from MyHeritage. I was matched with relatives that confirm who my deceased father was. In case MyHeritage used info from my family tree, I also did a test on Ancestry where I had no personal information, and they still matched me to the same family.

Also, MyHeritage gave me three free months access to their records because of the long wait. I was able to find the first and only picture I've ever seen of my father. Using MyHeritage was worth it just for that.

What is taking so long?!
7/17/18
• Previous review

I'm just getting more and more frustrated with MyHeritage. I mailed in my DNA samples at the same time as my friend. I literally took BOTH envelopes to the post office TOGETHER on the SAME DAY. They both arrived at MyHeritage on May 22,2018, an hour apart, according to the tracking numbers. My friend received an email from MyHeritage the SAME day, saying his DNA had been received. Two days later, mine still hadn't been checked in.

I called and the rep was polite, but he said the packages are scanned in by hand, and that it could take up to two weeks to get checked in! I was worried that mine had gotten lost. Luckily, I got an email an hour or two later saying my package had been checked in.

A few days later, my friend got an email that MyHeritage was working on his DNA, and a video of the lab. I didn't get the same email until June 1st.

On June 3,2018, my friend got an email that his DNA results were ready. I'm still waiting for mine, four days later. It says my results should be in June 14th-21st. But that's just an estimate, not a guarantee. There are 4 stages, starting with extraction. Mine has said they are extracting my DNA since June 1st. I wish they had better communication. I'm starting to worry there's something wrong with my samples.

The whole reason I did a DNA test is because my family lied to me about who my biological father is. I have no way of knowing that the other person they claim is my father truly is(he's dead). Supposedly my real biological father was Italian, so I'm waiting to see if my results will show that. Also, I'm hoping that someone else on my father's side of the family has taken a DNA test with MyHeritage.

I don't understand why two samples received the same day would receive such different levels of processing. It's like a lottery system whose DNA gets worked on.

Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Sarah,

I'm sorry to read your low star review and I do sympathize with your long wait time.

Your DNA kit tracking is indeed something to be concerned about and therefore I will do my best to help.

I'd like to clarify that MyHeritage does not 'promise' any time frame of when the results will be processed but we do give an 'estimation' of about 4 weeks but in some cases, it may take longer.

DNA research is a very popular trend at the moment and at times we may have a backlog of kits that have arrived at our lab but are waiting to be scanned. Each kit that is sent to us is processed carefully to ensure you and our DNA community get the most accurate results.

Please keep in mind that with DNA testing in general, some samples may need further analysis while others may be easier to read. So there may be scenarios where some kits get processed faster than others. There are various reasons why this happens and to my knowledge, extra time is taken into account if, for example, the lab finds biological variability or a low concentration of saliva in the sample.

Nonetheless, your concern is my top priority and I would like to personally track your results to give you more precise assistance.

In order to do so, I must verify your registered MyHeritage account.

Therefore, please e-mail me personally at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.

I'll be looking for your e-mail.

Sincerely
Rafael
MyHeritage

  • Lulus

5/18/17
• Updated review

After I wrote my review, I realized there was no way Lulu's could have shipped my order on March 12th as the customer service rep told me on the phone, because that was a Sunday and UPS doesn't ship on Sundays. But anyway, after my review posted, Karen J. E-mailed me a stock response about Lulu's return policy along with a free shipping label. At that point I was frustrated, but Lulu's managed to turn things around.
When I emailed Karen that her e-mail solved nothing, she said my credit card would be refunded instead of receiving store credit if I shipped my items back. So I did. After Lulus received it, I was contacted by Tiffany on 5/15/17, who said if I let her know which items I returned, they would refund my card immediately, even before opening the package. She was very nice.
Today is 5/18/17, and my card has been refunded in full. I appreciate all the work Lulu's put into resolving this order.

Horrendous customer service, slow shipping
5/3/17
• Previous review

I'm just writing this to let Lulus know they've lost me forever as a customer.
I've been having a hard time finding clothing since all the stores I used to purchase from have cheapened their products. I was excited to find Lulus. I ordered 4 dresses on March 10,2017. I was starting a house-sitting job on at the end of March, but I thought for sure the items would arrive by then. The dresses didn't arrive until March 20, the day after I left. I wasn't able to return home to get my package until last week (end of April). Nothing fit right. The pink swing dress was huge, the skater dress was cut way too low, and I had no idea how to tie the 2 wrap dresses.

I went online to do the return, but it said I had to call customer service.
I waited on hold for 40 minutes. That is completely unacceptable! I think it says something about the quality of Lulus clothing that that many people need to do returns. It wasn't until I hit the pound key to be called back that someone magically answered the phone. The service rep said as a courtesy for spring purchases they were extending the return to 45 days. That didn't include MY purchase though. I ordered it March 10th, and it arrived March 20th. But she said it shipped March 12th (according to them), so that's the day they count from. Even though it's been LESS than 45 days since I actually RECEIVED it.
She said as a ONE-time courtesy they would give me an online credit if I mailed it tomorrow (May 2nd), at my own expense, of course. Like Lulus is doing me some big favor, giving me store credit so I can buy more of their ill-fitting clothes. And I only get a refund if the clothes pass LULUs "quality inspection," and who knows what that entails! So I might pay to ship it back and not get credit anyway. And then what? They keep the clothes AND your money? Ill just sell the clothes on Ebay.
I thought I found a good company, since the clothes are made in the US. I'm so disappointed. I'll never buy from a small company again. They obviously don't care about customer service.

* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

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Karen J. – Lulus Rep

Hi Sarah!

Thank you again for your review. I wanted to follow up with your order since I have not read back. This was early refunded on 5/15. Depending on your bank, it should take 3-5 business days for this transaction to post to your Credit Card account.

Please let me know if there is anything else that I can help you with. My goal is to resolve this fully and get this experience and review turned around! XO

sarah Has Earned 8 Votes

Sarah M.'s review of Lulus earned 4 Very Helpful votes

Sarah M.'s review of MyHeritage earned 2 Very Helpful votes

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