Hi Sophie, thanks for getting in touch with us! We are saddened to hear of this no doubt disappointing experience and will do our best to assist you further here!

As a company, we want to provide you with results that are accurate, thus while we understand it can be frustrating and disheartening to provide more than one sample, providing a product that meets standards of quality that can be useful to our members is essential. There are usually two main reasons why a sample may fail in the lab. This could either be because the sample was contaminated (i.e. food particles, etc) or there were not enough cells in the sample so the test could not be completed. In these situations, our lab would then ask you to submit a second sample and send you a free replacement kit to do so.

We would also like to comment here on the recent acquisition of Ancestry by Blackstone. Blackstone shares our purpose and passion for delivering great experiences for our customers. That includes upholding our commitment to protecting our customers’ privacy and being good stewards of their data. Our robust consumer privacy and data protections remain unchanged under our new ownership. Looking ahead, in collaboration with Blackstone, we will continue to leverage our unique content and technology platform to expand our global Family History business while bringing to life our long-term vision of personalized, preventive health.

However, we can certainly understand the frustration about your sample and will gladly have a look into this for you to see if we can organize a full refund for you. To do so, we will reach out to you via private message within the next few minutes so we can locate your account. Thanks again for getting in touch!