False Marketing/Useless Results/Suppression of Truth
I ordered the whole gnome sequencing full kit to try to get answers for me and help my doctors in my treatment of a multisystemic disease process that occurred during the COVID pandemic (2022). I received results about 5 months later and suprised because it missed identifying diseases that I have confirmations of having and that are in my family genetics (same diseases). I was suprised when I was charged another 300 some odd dollars for a subscription to have access to my results. I paid it initially because I believed through their marketing that this would be a benefit to my diagnostic process. I was wrong.
Sequencing.com lied, continued to lie about their product, and then lied about me when spoke up about what they did. Their testing was wrong, faulty and it contributed to delays in medical care and cancer diagnostics and treatment. While they did refund 119.90 , in subscription fees for three months, over a thousand was spend in their fraudulent testing and reporting programs that were wrong and a genetic counseling appointment they offered that was counted as completed even though it never did happened due to an internet connection loss when trying to connect to the counselor. No refund of that was offered either. My doctors would not accept any data from this company as valid. This includes the three regional hospital systems and research and regional hospitals here.
I wrote an initial review of this alerting the consumer public because my experience shows that this is a scam and completely worthless when it comes to your health and getting treatment and they are profitting off your concerns for your help. Sequencing initially flagged my review for being "false information" (sound familiar), but when I countered with facts to Trustpilot, they reinstated my review. Sequencing then began a series of emails trying to get me to remove the review (that basically states exactly what I did above), and finally offered to refund 3 monthly charges of subscription fees, even though I was out for significantly more than that. I added this action to my review, in all fairness, so that people would know that Sequencing did refund three months of over 2 years of subscription payments, processing fees and such. Later when 21 and Me sold and went bankrupt and with the current data environment in 2025, I asked for all my data to be removed and deleted from their site because I didn't want it sold or accessable to anyone but myself. The representative argued with me about that in email, and warned me that I will never be able to access any of that information again because it will be gone. This is exactly what I wanted and I asked them to delete my information again.
It has been a couple months and today I was emailed erroneously by Trustpilot who notified me that my review had been deleted because of profanity and accusing me of using sexually degrading language. I asked for screen shots of this because I have never written a review that denegrates ANYONES sexuality. I was told to rewrite the review and given no screen shot providing proof of any of this.
We will see if TrustPilot will continue to suppress my experience with this company and if they are trustworthy for reviews, which in my experience to date, is questionable. For reference, I am a Phd level, health care field professional, licensed in multiple states and no attachment to any financial or material outcome for this company, TrustPilot or any other company.
Reply from Sequencing.com
We understand that genetic testing can be an emotional topic, especially when health challenges are involved, and we’re committed to treating every customer with empathy and professionalism. While we welcome constructive feedback, it’s also important to correct misinformation and provide context when a review misrepresents the facts.
This individual originally purchased a kit in early 2023, and the majority of her interactions with our service took place more than a year ago. Despite the dated nature of her experience, she has continued to submit multiple reviews containing misleading claims.
Throughout her interactions, this individual repeatedly contacted our team using profanity and demeaning language. Despite that, we responded professionally, issued multiple refunds, and fulfilled her request to permanently delete her account. The claim that we “refused” to do so is simply not true.
As the reviewer noted, an earlier version of her review was removed by Trustpilot, not by us. Trustpilot determined that her prior review violated their terms of service due to profanity and inappropriate content. The fact that a neutral third-party platform found her content unacceptable due to profanity mirrors the same pattern of language and conduct we experienced in direct interactions, and provides helpful context for understanding the tone and content of this review.
Our whole genome sequencing is performed in CLIA-certified and CAP-accredited laboratories in the US, and our reports are based on established, peer-reviewed science. Like all genetic testing, our reports have well-defined capabilities and limitations, particularly in relation to complex, non-genetic, or multifactorial conditions, something we clearly disclose.
While we understand that navigating health concerns can be deeply emotional, it’s important to engage in respectful and accurate dialogue. When feedback involves a repeated pattern of inflammatory claims, inappropriate conduct, and content removed by an independent platform for violating its standards, it may reflect a personal perspective that is not representative of the facts or the experiences of others.