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Orig3n

27 Drydock Ave Ste 3 Floor 3, Boston, Massachusetts, United States, 02210-2382

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Orig3n Reviews (%countItem)

Very upset that I paid for dna 6 months ago and still do not have results. Ad says takes 4 weeks from receipt of sample. Although they tell me they will get me results , I still do not have them

On June 3rd I purchased a *** DNA kit. I received the kit, submitted my swab and my results were processed with no issues. I decided to purchase another kit from Orig3n - the behavior kit - on June 22nd. I received the kit, talked with customer service about using my original swab and was told just to send another in - but they would use the two of them together if needed. On July 9th I received a robot email telling me my sample was received and again on July 11th - a robot reply saying my results would be processed within 4 weeks.
After waiting 5 1/2 weeks I reached out to see where my results were. I received a 'personal' (but basically robot) response that ""You still have a few genes pending so I am going to request that the lab re-extract your sample to see if we can finalize your report. If this fails, we may need to send you an additional swab free of charge." They have two samples, so I replied to the email to remind them of that and have yet to hear back on where my results are.
I'm beginning to feel like this might be a scam and am questioning if the first results received are even legitimate. I'd like some communication on where my results are at, why they would need a THIRD sample and also why I am going on two months of waiting.

Orig3n Response • Aug 29, 2019

Hi ***,
Thank you for your feedback.
We are glad to hear that you received the results of your *** DNA test and hope that you found the information helpful.
Please accept our apologies for our delay in delivering your BEHAVIOR DNA test results. All genetic results are analyzed by our CLIA-certified lab technicians prior to being published. We always ensure that the results of our laboratory testing are clear and accurate, and therefore will not issue a report if the results are insufficient in order to do so. Delays can happen for a variety of reasons, including because the swab did not contain a sufficient amount of DNA. As a result, we sometimes require additional samples in order to complete testing. Please note that we do require that a separate sample be submitted for each test to ensure that we receive enough DNA to process all of the genes in the test.
The science behind the results in our tests is quite substantive. Each of the genes that we test have been validated in third-party scientific studies, the results of which are published in scientific journals. For transparency, our genetic test reports include references to each publication on which we rely, on a gene-by-gene basis (References for a gene can be found at the bottom of each gene report.). All of the scientific literature supporting our DNA tests is thoroughly reviewed by our science team before we include the genes in our tests.
Our customer service team promptly responded to your help desk ticket and has continued to provide regular updates regarding the progress of your BEHAVIOR test results. Our lab is working to finalize your report as promptly as possible. We are happy to ship you an additional swab if the lab is unable to do so. A refund was offered, but was declined. We appreciate your patience. and understanding as we work to deliver your results. Please let us know if we can answer any additional questions that you may have at this time.

I ordered my DNA test through Orig3n on in August of 2018, by 8/27 Orig3n confirmed in an email that they had received my DNA sample and were processing the sample by the next day. The app claimed that the results would take 4-6 weeks. I waited for my results for well over a month and emailed support for the first time on 10/5/2018. I was informed that the results can take longer then four weeks due to the number of incoming swabs. I emailed again on 10/16/18 asking for an update and was told they had "generated a partial report and are still working on the last few genes." I emailed again on 11/6/18 as I still had not received my report and was told by customer support that they had no idea why there was a delay as my swab was marked as "high priority" and due to the delay they would provide me with a refund. I did receive my refund and am grateful for that but would still like to see the results. I emailed again on 12/9/2018 to see to get an update and was told they were still processing my swab. They have had my DNA swab for over 4 months and I have yet to receive my report as promised.

Orig3n Response • Jan 17, 2019

Hello ***,We are truly sorry that your experience made it to this stage of submitting an issue with the Revdex.com. While we do our best to deliver every result in the 4-6 week time frame, there are several reasons that a swab can be delayed. Sometimes we simply do not have enough cells collected and sometimes a certain individual's DNA is just harder to extract than others.Also, thank you for saying that you are grateful for the refund.You have been very patient and thorough in documenting your issue. We do appreciate it and genuinely understand your frustration. Can we verify that you have also already received a new replacement kit and swab for additional attempts?In addition to the refund and a swab replacement we are happy to add additional testing for your inconvenience if you're interested? We can send you some new kits to receive a few swabs with a lot of new cells on them if you like? We hope that will improve your experience.Again, either way we will continue working on the swab you sent and appreciate your continued understanding. Thank you,*** at Orig3n Support p.p1 {margin: 0.0px 0.0px 11.0px 0.0px; line-height: 13.0px; font: 11.0px Verdana; color: #000000; -webkit-text-stroke: #000000} span.s1 {font-kerning: none}

Customer Response • Jan 18, 2019

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
I have not received a replacement swab or been offered one. I would like the additional swabs as well. Thank you.
Regards

Orig3n Response • Jan 18, 2019

We are reaching out to you immediately through your email *** to send you a new replacement swab and to also ask you preference as to which additional tests you would like.Thank you in advance for your response.*** at Orig3n Support

I ordered the Nutrition DNA kit through Noom. Upon receipt, the product requires registration through their app. Upon registering, they would send a temporary password to sign in. The password would never work. I've tried numerous times on different dates. I contacted the company through their website, no response. I sent them a message through *** Messenger, no response. I called the number on their *** page, no answer and no return call.

Orig3n Response • Oct 12, 2018

Our Team at Orig3n is thankful that *** helped us identify the password issue she experienced.This was a bug in our app that effected only a few mobile devices, but unfortunately, we were not aware of it at the time.We've already received confirmation from *** that we fixed the issue.Orig3n has also started the process of the refund through Noom as we confirm the reason for the $100 amount requested. The kit has always sold for only $39.We look forward to resolving this issue quickly and have recently expanded our customer success team to improve our response time in the future.Best,Orig3n Inc.

I ordered 2 DNA tests from the company on June 14. I followed up at the 5 week (after noting it takes 4 weeks to get results) mark and was told that they did not have enough DNA for both of the samples. I wrote back explaining my disbelief that both samples were not adequate and my frustration that I would have to wait another 5 weeks to receive the results. (I'm trying to figure out some health issues and I thought the test results would help narrow down some things). Then company then said that they "actually found my samples and would be processing them by the end of the week." I did not receive anything that week. I followed up the next week after receiving an automated email that I had already gotten - very concerned that they might not even have the correct DNA (my DNA) and was told it would be just another few days. I did finally get one test. When I wrote back three times in the next two week period, to ask about the other test - I have not heard anything back at all from the company. I've emailed the CEO. I've tried to get in touch through social media. They are no longer giving me any feedback on where the other test is. It is very frustrating. And I don't trust this company.

Orig3n Response • Oct 12, 2018

We wanted to apologize to *** for the series of unfortunate events that caused her to have a bad experience. In May and June of 2018 Orig3n experienced a spike in growth and despite our best efforts we were not able to communicate with her in the way she deserved.There was never a question as to whether the swab she sent in was hers because our lab has stringent protocols to prevent this from happening.We did make several attempts to extract her DNA for her second test to the point where we actually ran out. The issue was that there was a specific gene that was not included in the first test that simply wouldn't show a result.When we discovered that we would not be able to deliver her complete results we issued her a full refund. We've confirmed that this check has since been deposited.We hope that we will be able to offer her a new test in the future if she is interested in trying again.

Customer Response • Oct 16, 2018

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.

I did receive my refund but their account of the events is inaccurate. The second DNA test was sent to me after they gave me a refund. Again, I do not trust this company or the results that were sent. They are now saying that they were unable to use my DNA for the second test - so who's DNA did I receive in the second test. I'm fine to let this drop but it frustrates me that even in their response on here they can't be honest.

Regards

Orig3n Response • Oct 16, 2018

We have again checked ***'s concerns she has brought up and apologize for any miscommunication happening.There is certainly an opportunity here to continue to improve our internal communication between our lab scientists and customer service department to ensure that the correct status updates are delivered more clearly and in a timely manner. We could have done better in this instance.Two of Orig3n's core beliefs as a company are focused on the protection of customer privacy and the reliability of delivered results.As a CLIA certified lab, there is no question in our mind that the tests we delivered to *** are from her submitted samples. If she wishes, *** can contact us and we are happy to send her brand new tests and offer a second round of testing free of charge so that she can confirm her results.

I bought the Orig3n DNA collection service in the November 2017 timeframe for $150. And I have since sent 15 emails trying to get the results of my test, or more recently get my money back. My first set of interactions occurred when they never delivered the results. I emailed them in January 2018 looking for the results. *** was my POC with the company and he said there was a mix up and that they would mail another test. Late February or early March I received the second test (after having to contact them again to ask where it was). I took that second test, sent it in, and I have been dealing with the company since that date trying to get the results. On June 6 I finally said that I wanted my money back, at which point *** offered to send more tests to me. I said no, and demanded my money. June 14 he confirmed they would go ahead and send more kits, but also said they'd refund the money, but I have received no check (or kits) in the mail. June 28 he said again that it was going through the finance department and they would reach out to me. Nothing. I've since emailed two more times with my address stating I wanted a refund check in the mail.

Orig3n Response • Jul 27, 2018

HI ***,The refund check has been sent as of late yesterday.I apologize for the delay in response although it has taken some time to get this processed through our finance team. Let me know if there is anything else I can do for you.This should arrive by late this week or early next week.Thanks

Customer Response • Aug 02, 2018

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.

From my email records *** has said that the check went out the afternoon of JUL 23. It is now 8 business days later, and still no check in my mailbox.

Regards

I paid for a dna test back in April.
I got confirmation the sample was received.
I have not gotten it.
I have contacted them through email several times.
I received an email stating they are working on my sample.
That was 2 months ago and still nothing.
I called the 800 number and was put on a loop where no messages could be left.
I either want my money back or get my results.

Orig3n Response • Jul 23, 2018

Hi ***,We know you’re excited to get your Orig3n DNA test results, but unfortunately we’ve discovered that we don’t have enough DNA to process your sample. This sometimes happens for a variety of reasons but to get your results out as fast as possible we’ve sent out a replacement kit with the following USPS tracking number. ***Here are a few recommendations for how to collect the sample so we receive the most DNA possible:- Rinse your mouth ahead of swabbing- Be sure to firmly swab both cheeks for at least 20 seconds on each sideWe strive to provide you with the best experience and thank you for your patience.All you need to do is send us your new sample and we’ll take it from there.If there’s anything I can do to help please let me know.For the inconvenience, would a refund help make this a better experience for you?

I purchased two DNA tests, then completed and submitted them in January of this year, 2018. After not receiving results in the time frame promised, I started engaging their customer service in emails, that are still continuing 6 months later with me trying to find out my results. The customer service phone number is useless as it leads you in circles, or to an answering machine. I cannot get anyone on the phone any time I try calling. This was supposed to be a simple fun service, but it's become a long frustrating nightmare that I'd like to end.

Orig3n Response • Jun 29, 2018

Hello,I am reaching out looking to close out the complaint listed. The customer has been refunded and the sample is being destroyed. Below is the email correspondence stating when the refund check was mailed. Please let me know if you need any other info.HI ***,Our refund check has bounced back from the address below, is there a different address we should send this to?***
***
***Thanks***Customer Support

Customer Response • Jun 29, 2018

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.

I would believe the sample is being destroyed except I received an email two hours ago that the lab is working on my sample for results.

Regards

My report was severely delayed. After several emails and phone calls, many of which were not answered, I asked for a refund on April 14th, 2018 and was promised one on April 17, 2018. I have sent 9 emails since asking about the status of the refund. On May 15th I was told it was sent, then when it didn't arrive on June 1st was told it was sent "earlier this week" which meant the earlier email wasn't true. It's June 13th and it still hasn't arrived, my multiple requests for a tracking number have not been answered.

Orig3n Response • Jun 29, 2018

Hello,I am reaching out regarding the complaint listed. The refund check was mailed and is in the hands of the customer. Below is the last correspondence with the customer stating it was sent.Please let me know if you need any other information.***,The refund check should be arriving in the next few days.Due to it being sent via mail we do not have a tracking number at this time. If you do not receive this by Friday afternoon please let us know right away.Thanks

I ordered the Orig3n Nuitrition DNA test. I paid $149 for it. I received the test and submitted it to Orig3N. I also registered the product. Now the company states they have not record on file of my email address or my submission and that the product barcode I am entering is connected to another customer. I still have the box and the receipts they sent to my email address. There is no phone number to call to receive any customer service and no one has responded to my emails. This is a fraudulent company and I want my money back.

Orig3n Response • Mar 14, 2018

Hello,I am reaching out in reference to complaint # : ***I want to confirm that this case has been resolved and is closed. The customer has been refunded from us here at ORIG3N and we have sent her a direct email in response.If you require any additional info from us please let me know and I am happy to provide that.Thanks

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Address: 27 Drydock Ave Ste 3 Floor 3, Boston, Massachusetts, United States, 02210-2382

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