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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)

ordered and registered my test in Sept 2019
I waited and finally got a response
my sample was not good enough they would send me two more tests free
I returned both in early Nov 2019
today NOT a word or message
this is a complete and total let down
I paid for a product I have yet to receive!
seems the end of this year has not been good for your company
sadly it's going to get worse with this format
please advise how to get a refund this year

Orig3n Response • Dec 19, 2019

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I'm sorry that you haven't had a positive experience with Orig3n. I was able to locate your account and have escalated it to our lab director to ensure that we can complete your results for you as soon as possible. If there is anything else that we can do for you please let us know.

I read the reviews and thought I'd give this business the benefit of the doubt. The reviews are accurate. I paid $99 at *** for the Nutrition product. The label says 2-3 weeks; however, when contacted "Mike" said 4 weeks and to check back if I haven't heard anything. Well, it's been over 4 weeks and I've heard nothing. Avoid this company.

Orig3n Response • Dec 19, 2019

Hi ***,
I'm sorry to see you didn't have a positive experience with Orig3n. It looks like we recently published your results for you. Please let us know if there is anything else that we can do for you or if you have any questions about your results.

On September 26 2019 I purchased two DNA test kits from Orig3n; the Fitness and Nutrition bundle and the Beauty tests. These kits were purchased online at Orig3n’s website.

The kits were received at my home a few days later. On October 1st I registered the kits through their online app, completed the test and mailed it in using the test tubes and mail envelopes provided.

On October 8th I received two emails (one for each kit) indicating the samples were received and two more emails on October 9th indicating that the samples were being analyzed.

The kits and their website state the samples take up to 4 weeks to analyze. On October 31st I received one email that my results were ready. I logged in and the nutrition portion of my results was available on the app. A day later two more emails came saying ‘results ready’ and the fitness portion of the first kit was also ready. At this time I did not receive results for the Beauty test and the app continued to give me the message they take up to 4 weeks.

On Nov 7th I reached to their customer service contact on the website after 6 weeks had passed. I received a response on November 14th from a contact named *** stating sometimes it takes longer for the kits to process.

On Nov 21st I received another email stating that my results were ready but when I logged in online the same message regarding the Beauty Kit taking 4 weeks appeared (at this point it was approaching 7.) I reached out again to *** who apologized, reiterated it takes a while and offered me two mini kits for free while I wait.

I wrote back stating I just want my results and not the additional kits as I had gotten the majority of their tests in the kits I purchased already. No response.

On December 3 I wrote again stating it had been 8 weeks and I had not received my results or any communication and that I wanted a refund. I suspect they lost my results. A week has gone by and still no response.

Having this happen with any product is upsetting, but the fact that they are in possession of my DNA and this incompetent is making me very uneasy. I am probably not the only person having this issue and felt I should report it for my own well being, as well as, that of others.

Orig3n Response • Dec 19, 2019

I apologize for the experience you had with Orig3n. Unfortunately, sometimes our lab does have a backlog of kits. This is no excuse for why your BEAUTY results were not provided to you in a timely fashion. Samples are never lost as we track them throughout the entire process via the barcode registered. Our team has recently been in touch and provided the $99 refund that you requested for the BEAUTY kit. If you'd like to have your samples destroyed please reach out and will provide the proper documentation. Please let us know if there is anything else we can do for you at this time.

I decided after purchasing that I didn’t want to do it anymore, should have read reviews prior, and I went to their website to see who I needed to email or call. I searched for an hour and couldn’t find anybody. I eventually got to A point where I could ask A question on their website and after hunting down A phone number (thanks ***) called as well. Never received A phone call back but did receive one email. The information he gave me about refunding was Incorrect bc I did not order through *** but through their website directly. I have sent multiple email asking if I return it to not put it on *** (don’t have that app anymore for like a year) and that I ordered directly through them. I just want to know before I send it back that they will refund me correctly. I have never had A company with such poor customer service and disorganized system. I don’t know how they are able to be associated with *** and *** bc I never had A problem with either.

Orig3n Response • Dec 19, 2019

Hi ***, I'm sorry you had such a hard time getting in touch with our customer service team. Our Director of Customer Success responded recently to resolve you situation. We are keeping an eye on the tracking from your package to see when it will be returned to the office and once we have the team will refund the $59 for the kit and confirm when this has been done. The first customer service representative you spoke with was incorrect and we apologize for any confusion caused. Please let us know if there is anything else we can do for you.

Customer Response • Dec 21, 2019

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards

In June 2019 I purchased a DNA kit and sent in the swab. The notification stated that the results would be returned in 4 weeks after the swab was received in the lab. It is now December 2019 and I have yet to receive a result or a refund. When I log into the app (as I just did today), I get a notification that m y results aren't ready and take 4 weeks. It's been 6 months! I am a laboratorian and I know that this simple test does not take 6 months to complete and generate a result. I would like a refund to my account since I can't seem to get the results that I paid for.

Orig3n Response • Dec 10, 2019

Hi ***, Thank you for your feedback. I'm sorry that you haven't received your DNA results. We would have been happy to try and troubleshoot what may have happened with your sample, but I have gone ahead and refunded you via the partner you purchased from. You should see the credit in a few days. If you have any other questions or concerns please reach out to

I ordered a Noom DNA test from this company in July, received the swab in the beginning of August and mailed back immediately. Results are supposed to be given back in 4 weeks. It has now been over 3 months. I tried to contact the company but could not find any customer service information on website or in required app.

Orig3n Response • Dec 10, 2019

Thank you for your feedback. I apologize you had such a hard time finding a way to get in touch with our customer service team. I have reached out to you with an update on your sample and hopefully we can resolve the issue in the best way possible.

I ordered a kit from them several weeks ago and sent them my DNA. It's been 6 weeks and I still haven't received any results. The application says it should have only taken 4 weeks. I tried calling their customer service line a couple of times and no one ever picked up. I left a couple of messages, but never received a call back. I would like a fund at this point, since I've never received the service. However, they won't even pick up my calls to have this done. Beyond frustrated.

Orig3n Response • Dec 10, 2019

Hi ***, I apologize that no one was answering the customer service line. This should not be the case. I will be sure to speak with the team about this. I have found your account and order and refunded the $209. You will receive a separate email from Shopify confirming this. I apologize that we were unable to provide you with your results in a timely fashion. Please let us know if there is anything else we can assist with at this time.

Customer Response • Dec 12, 2019

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved. However, if I do not receive the stated refund amount in my bank account I will make another complaint.

Regards

I ordered an alcohol intolerance DNA test many weeks ago I never received any follow-up. It is almost impossible to find a phone number or a way to contact orig3n on their website. when you click the link for contact on the website it just directs you to the homepage. I would like a refund because I am doubting the legitimacy of the business. Plus what's the point for waiting half a year for a DNA test when I could have gone somewhere else.

Orig3n Response • Dec 10, 2019

Thank you for your feedback. Our team is in touch with you via our help desk. Please respond back to that message in order so we ensure we take the proper next steps with your sample. If the refund is what you prefer we are happy to process this for you.

My credit card was compromised on 11/19/2019. Whoever used my card purchased a DNA Fitness Test from Orig3N. The kit cost $149.00. It was mailed to me. I have contacted the company regarding return of this product and reimbursing my account for the full amount. I can't get anyone to return my calls. I just want to resolve this issue and get my money back in my account.

Orig3n Response • Dec 02, 2019

- thanks for your feedback.I was able to find the order under you name and have requested the refund for you for $149. If you are able, please return the kit to us by writing "return to sender" on the package. Should you ever need anything else please reach out to our help desk on our website.

Customer Response • Dec 03, 2019

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will return the product as soon as I receive my refund.

Regards

Test results advertised as available in four weeks. It’s been seven and no results. No response from numerous phone calls (voicemails) and emails to company.

Orig3n Response • Nov 25, 2019

Hi ***, Thank you for your feedback. I apologize that your results were delayed, but they were published on November 22nd. Our team has also offered some additional testing free of charge if interested. Please let us know if there is anything else we can do for you at this time.

I purchased a DNA test from this company on August 25th, and mailed it back to them two days later. They received the test on August 29th. I registered the product on their app with the confirmation number ***. They advertise on their website that it takes 4 weeks for the results to be delivered. It's been two months and a half and I haven't received anything from them and when I tried to call their customer service number, nobody picks up. Left two messages and nobody reached out to me. I would like a full refund for the $29 that I paid for the test. I am very unhappy with this purchase and the experience with this company.

Orig3n Response • Nov 18, 2019

Thank you for your feedback. I apologize that the team did not respond to your voicemails you left. This should not be the case. I have gone ahead and refunded you for your ALDH2 kit. You will receive a separate email from *** confirming the $29 credit. Please let us know if there is anything else we can do for you.

I purchased a DNA kit through Noom which was to be fulfilled by Orig3n at the beginning of September 2019. I received the initial kit, collected my specimen, and mailed it back to the company. I was instructed the results would take 4 weeks to process. On October 11th I received notification from Orig3n that there was a problem with my sample and I would need to re-submit by way of a new kit they would send to me. On October 13th I confirmed my address as they requested but never received a replacement. At the end of October/beginning of November I requested a refund explaining I never received my second swab kit. I did not receive a response from the company. On November 10th I made a second request to the company requesting a refund and again received no response.

Orig3n Response • Nov 14, 2019

My apologies for the team not responding to your requests sooner. We have responded to your help desk ticket and have processed your request for a refund. Please let us know if there is anything else we can do for you at this time.

Customer Response • Nov 14, 2019

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards

I ordered an Orig3n dna testing kit and received it on 9/7/19. On 9/18/19, I received notification that the dna sample had been received by the lab. The product advertises results within 4 weeks. Today is now 11/6/2019, and I have received no further communication from Orig3n. I have contacted them multiple times about the status of my sample, but have received no response whatsoever. The website for the company is no longer allowing me to use my login details to contact them again, and the website will not send me information on this problem, either. The sample was correctly collected, so that is not the problem. I'm am truly wondering if this lab exists at all.

Orig3n Response • Nov 08, 2019

- thank you for your feedback.We did in fact receive your swab on September 18th. I apologize for the delay in receiving your results. Our CS team reached out to your help desk ticket with an update of what is going on with your sample and provided some options to remedy the situation. Please let us know if there is anything else we can do at this time.

I ordered a DNA test that you have to register on the Orig3n app the swab that you are testing. My swab for whatever reason, could not register. I called the company and wrote the company. I contacted ***, she said that she was going to manually enter my swab number. But, six days later I still don't have any word on how to get my swab test done. I have had the test for for 2 and a half weeks.

Orig3n Response • Nov 08, 2019

- thank you for your feedback.Apologies for the delay in our team's response. Our CS team has responded to your voicemails and inquiries and the swab number was added to your account.Please let us know if there is anything else we can do for you at this time.

I ordered this Orig3n DNA service through ***onths ago. As with the other complaints, I did not hear anything. I finally received and email from “Mike” that my sample was not good enough and they will need to send out another swan kit. Well, I have not received the kit nor have I received any responses from “Mike.”
I have asked for a refund, but no response. I DO NOT recommend this service. They can’t be contacted and they do not respond to repeated emails or answer phones.

Orig3n Response • Nov 19, 2019

- thank you for your feedback. I apologize that our team was delayed in getting back to you. Our Director, Sofia, provided you with a refund on November 8th. You should be seeing the credit soon. Please let us know if there is anything else that we can do for you.

I submitted my DNA swab sample (metabolism test kit) and it was received per Orig3n email on 9/24/2019. An email from the business on 9/25/2019 stated my sample was being analyzed. I called Orig3n mid-October inquiring about where my results were as my husband had already received his results and he submitted his sample at the same time I did. The rep who answered the phone said that several genes were still being analyzed and to wait until 10/25/2019 as that would be the full 4 weeks. I have tried calling the business several times and consistently get a recording. So, I have submitted two requests online for a status update and it is 10/31/2019 and I have still not received any update. I would like a refund or my results as promised.

Orig3n Response • Nov 08, 2019

- thank you for your feedback.Our team as responded to your requests via our help desk to provide an update and remedy the situation. Please let us know if there is anything else we can do for you at this time.

Customer Response • Nov 08, 2019

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards

Sent in original sample in July in which they received on the 19th. I contacted support in late August... said it was still in process... then they emailed and said the would send out two new swabs for me that was on 09/11. Had to contact again on 09/19 to ask if sent. They sent it out then and I was told they would "expidite" it so I didn't have to wait any longer. I turned the kits around quickly and received notice that they have received them and are processing them but since that time no one answers any emails or the 800 number only rings and rings. I want what I paid for. They need to send the results.

Orig3n Response • Oct 23, 2019

Hi ***, Thank you for the feedback. As you mentioned, we have sent additional swabs, which we shared were received on October 8th and that it will take less than four weeks for us to provide your results. Should there continue to be an issue I will be in touch to provide a refund. I apologize for the delay and appreciate your patience.

I ordered my product over three months ago and still have not received anything from them. I call customer service and they no longer pick up the phone.

Orig3n Response • Sep 27, 2019

Thank you for your feedback. Our customer service team has been in touch via phone and help desk ticket about your report and a refund has been issued. I apologize for the experience that you've had with Orig3n.

I paid to complete an Orig3n DNA test through *** for $39. I was sent a sample collector test kit in the mail. I completed the kit and labeled it appropriately, putting it in the mail. I received an email that Orig3n received my sample and would take up to 4 weeks to process my results. I would receive an email when my results were ready. I also have the Orig3n app, where I can check the status. I submitted my sample in the mail on June 28, 2019. I received notice via email that my sample arrived on July 8, 2019. On September 3rd, I contacted the company via their website to get an updated status and have not heard back. It has been 2 and half months with no response from the company, no results, and no communication.

Orig3n Response • Sep 27, 2019

Hi ***, Thank you for your feedback. Our customer success team has responded to your help desk ticket and has sent you additional swabs free of charge in order to complete your *** report. We apologize for the delay in your results and thank you for your patience.

Customer Response • Sep 27, 2019

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards

Sent in two tests beginning in June 2019 and we are in Mid September still without any results or response for a refund! Sent 4 emails have had conversations with two separate customer service people and have had two requests go unanswered.

Orig3n Response • Sep 19, 2019

- thank you for your feedback. We apologize that we were unable to process your NOOM DNA test results. We did attempt to do so with the multiple swabs provided and continued to have the same genes comeback inconclusive. This sometimes can happen, but is rare. Once this became clear we offered to send more swabs or provide a refund. You requested to be provided with a refund which has now been processed. Please let us know if there is anything else we can help you with.

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

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