Sophie Reynolds

Dear Sophie,

Thank you for your message about Carnimeat. We understand your frustration regarding the app experience, the responses, and the delay in receiving personalized support. Your feedback is very valuable, and we are working on improving communication, response times, and clarity within the app so every user feels properly guided and supported throughout their journey.

For any further assistance, please include your account email and, if possible, your order number when contacting us at help@carnimeat․com.

Sincerely,
the Carnimeat Team

Hi Sophie, we'm sorry to hear that you have experienced difficulties in applying for a Certsy police check. We have reached out to better understand the issue!

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!

Hi there Sophie, thank you so much for choosing to share your review with us here. We are terribly sorry to hear of any concern or upset that has been caused to you by this. Please know it is never our intention to frustrate our members this way.

We want to assure you that our DNA testing is highly scientifically accurate and therefore we would not want to continue processing a sample which would not produce accurate results for yourself. There are several reasons why the lab were unable to process your previous sample. Most of the time, the saliva has bacteria or particles in it that mean it can not be successfully tested, or there is not a high enough count of DNA cells present in the saliva sample. Eating, drinking, brushing your teeth etc. up to an hour before giving a sample can also affect the testing process.

You are entitled to a replacement kit free of charge should you wish to provide another sample. This can be availed of through the DNA page on your Ancestry account. If you would like to get in contact with any further queries, please don't hesitate to do so. you can reach us on 1-800-251-838 9:00 am - 8:00 pm AEST Mon - Fri and 9:00 am - 4:00 pm AEST Sat - Sun.

We want to thank you again for sharing your feedback here and on the behalf of our team we wish you a pleasant weekend.