Ancestry.com
ancestry.com359 reviews
All was good until I decided I no longer needed my membership account, cancelled auto payment months before renewal was due. Today found a yearly membership withdrawn from my account listed under pending. My bank advised it has to be cancelled through Ancestry. There is no way you can contact them, or have options in my account to do so. All you… Read more
get is auto replies to do this and that which results in zilch options. At this stage, still trying to find ways to resolve this and hitting brick walls, so be warned when you cancell your membership your in for a frustrating journey.
Ancestry Australia can be very frustrating at times. My latest problem is not being able to contact the organisation when I have a problem. I am currently traveling in Europe for a number of weeks and I cannot access the website. When attempting to log into Ancestry I get the message: "Ancestry Rate Limiting Detected". I have tried all the… Read more
suggestions from AI with no success as the help text is useless. The problem does not go away as suggested by the error message. I am certainly not going to use my mobile to phone Australia for help. There is no email option of even a chat bot. Ancestry Australia you can do better than this !
A complete rip off, it takes ages to recieve any results and then they keep charging your account (even though I cancelled my account), but try to find customer service for a refund. THERE IS NO CONTACT US OPTION ANYWHERE! DO NOT USE THIS!!
Reviews with attachments
Fabulous and invaluable Genealogy resource - being marred by poor customer support – I have been a subscriber since 2012 and I am highly experience in Genealogy. Ancestry.com has be crucial to building my Family History and it gives me access to worldwide records, sources and other member's family tree research. I find it an expensive outlay for a year, but it returns me invaluable information. First time users need to be aware… Read more
that to get the most out of membership, you have to publish a tree that can be linked with other members. Unlike the advertising which implies your family story will magically be revealed it takes some initial work on your part. The major value is not the ethnicity map, but is the building your tree and filling in the life story of your ancestors. Ancestry DNA is a fantastic tool in providing evidence for the documentary source evidence and for my part has allowed me to remove many 'brick walls' and also make contact with hundreds of living cousins.
Operationally, Ancestry.com IS difficult to contact when there are issues. Over the years I have been able to raise assistance cases and submitted suggested improvements which have been successfully addressed.
In more recent times the Ancestry help processes have become more and more automated, more and more unsatisfactory, more and more unresponsive.
(The attached pic is from my desktop 5½ hours after raising a help request)
ABSOLUTE SCAM – I tried a 14 day free trial, it wasn't for me so I cancelled it on the same day I got it. 3 weeks later I got charged $139.99. Logged back in ancestry and saw that the cancellation apparently didnt go through. I am HIGHLY DISGUSTED.
Worst organisation ever. Avoid – Terrible service. It seems like a scam outfit or close to it. We paid for 2 dna tests and posted them back some weeks ago. They claim on their website that the kits we posted to them haven’t been received. We used a different service some years ago and they were terrific, but Ancestry seems like a money mining enterprise with clever ads but… Read more
absolutely useless service. Avoid this company. They just want your money and you’ll be unlikely to see anything in return.
Inaccurate DNA results, 0 refund policy. Poor customer service, – DNA feedback - I purchased the DNA + family tree pack for 3 months. I was disappointed with validity of the DNA results. Ancestry could only give a vague description of the blood lines. E.g “20% English but could be between 20 and 60%. 42% Scottish but could be between 20-42%. Essentially picking the highest percentage of one estimate and the… Read more
lowest of the other, when my particular heritage sways heavily on English rather than Scottish. 40% variability wasn’t exactly conclusive for the price.
Be warned about refunds! They don’t exist in their refund policy! The family tree - this I found interesting and more useful to bounce history off other users, but within 1-3 research sessions on this part of their website I had reached all limitations and relevant hints. Be warned though, the only subscription reminder they sent me was 1 month before the renewal date, and my initial subscription was 3 months. They billed me yesterday for the next 3 months without any other warnings. Today I tried to contact their customer service to apply for a refund of the $130 deducted from my account, which they would not provide. Their website makes it hard to even get in contact with customer service and heavily directs customers to their automated “online chat assistant.” When I eventually managed to prompt the chat assistant to speak with an actual person from Customer service, they just sent me a link to the refund policy and then ended the conversation while I was still replying. Terrible policy, terrible service to run for a business during this day and age (in my opinion). I will not be recommending this company to anyone. Daylight robbery.
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Ancestry.com Faults in Programs and MacKiev TREEMAKER BUCKPASSING – For ten years or more I have subscribed to Ancestry.com and ancestry.com.au and having purchased their Treemaker program whennit was owned by Ancestry before it was sold off to MacKiev. THE TREEMAKER WORKED WELL IN SYNCING WITH ANCESTRY BUT NOT ANYMORE! While one can still sync the tree both parties claim they hold no responsibility for the… Read more
products they have sold to customers. Whilst having paid for ancestry subscription ( costs every increasing to hundreds of dollars per year) customers waited months while MacKiev fine tuned their product for sale. The earlier version of Treemaker produced by ancestry no longer able to be used. MacKiev recently explained that issue existed with weather advice icon and took months where the tree could not be synced with ancestry effectively. A few weeks ago this was supposedly fixed but ion syncing the tree discovered on visiting ancestry.com.au on line the tree had errors and missing components. The individuals having had their names replaced with “ BLANK.. TREE sync interrupted, “ individuals would be deleted and situation rectified nect sync.. IT WASN’T! On checking the ancestry tree on line and list of family members, discovered that there were 1200 + or 60 pages of these errors, HIOWEVER on contacting them washed their hands of the matter simply suggesting I delete them individually one by one. ( Using up the remaining membership engaging in this soul destroying task. Ancestry also having made changes their program introducing new EXPLORE ( useless pictures of churches and places)and more SELECT Records( no dates or info other than name) and LESS real PARISH records?? They kindly extended membership for a month but not without issue over needing to renew subscription before allocating this month extension.. ) I did not renew. Where is consumer affairs re merchantable quality of products sold in this country? Mackiev now states that some information cannot load when last contacting them this week. However, the missing spouses ( if more than one would load and function previously. Just an excuse by them perhaps for program not working properly? Media items which were lost and replaced by magnifier icon and unable to be found after download and sync? Glitches in program?( See attached) Ancestry records unable to be accessed on line unless a subscription is renewed. when one has paid for that over years? Someone in Ancestry transcribing names incorrectly. spelling errors and MacKiev Treemaker attaching records to the wrong individual totally unrelated? Both these companies need to sort this mess out! If they continue to allow programs to interlink then if there is issue need to accept responsibility. Not simply pocket money. These companies not doing anything to rectify the problem despite sending screen shots . Is just NOT GOOD ENOUGH!
Latest follow-ups
HORRIBLE – Waited 4 months for DNA results before I started following up why it was taking so long. They took my money and signed me up as a customer. I only wanted a DNA test. I remained a customer fearing that if I cancelled the DNA tests wouldn't arrive.… Read more
After 4 months I attempted to contact them and was forwarded to a computerised chat site. 4 hours later I just gave up and cancelled my prescription. RIPPED OFF.
Follow-up · My DNA is out there somewhere. Who knows where. No response from them whatsoever after contacting them via email on a few occasions.
NEVER AGAIN
I purchased DNA kits in November 25 (we are in mid FEB 2026) and, several months later, I still have no results. I have already sent two kits for myself: the first one “failed” the DNA test, and my wife’s kit apparently never even arrived at your… Read more
facility. After that, we sent replacement kits and, more than three weeks later, we still have no update if the kit has arrived.
Your customer service has been very slow and unhelpful. They simply follow a basic script instead of actually resolving the issue, and I feel that no one is taking ownership of this problem.
At this point, this experience is unacceptable. I expect:
A clear status update on both my and my wife’s kits. A firm timeline for when our results will be delivered. Appropriate compensation or a full refund if you cannot provide the service we paid for
Follow-up · Same. I’m still waiting for my results, maybe with luck I may get them late April. Pretty slow, terrible experience.
The most simple and laziest DNA testing I’ve ever heard of! Gives you a region and that’s it!!! What a waste of money! How can a person be from one region 99% in this day and age! Bogus testing! BTW I have done DNA testing before so I know it’s… Read more
bogus! People don’t waste your time or money! My heritage or 23 and me is a way better option! This company should be shut down!
Follow-up · Results way too general in comparison to my heritage. This shows me how simplistic the testing is at my ancestory! Definitely would not recommend it! Total waste of money!
Positive reviews
Best thing I have ever done joining Ancestry.com. I was adopted at two weeks old and joined Ancestry.com in my sixties and now have found my biological family on both my mother's and father's side. Also another bonus I have also now met biological siblings that I never knew I had. The only regret I have is that I should of joined earlier because I… Read more
let to much time pass by but making up for it now. As for the money side of joining how do you put a price on something that can change your life forever and for me the little money I spent I now have a new family and the peace of knowing who I am and where I come from.
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Surprisingly Good Customer Service – I didn't end up using the kits, but am leaving this review due to their customer service. I ordered the test kits when they had a sale. The price still adds up with shipping & tax. I called Ancestry AU a few times to ask about specifics, and customer service was always responsive. The kits arrived within a week, in good order. I ended up calling… Read more
customer service a few weeks later, and told them I didn't use it, for personal reasons. They didn't press any further, cancelled it, and processed a full refund. They didn't require me to ship anything back. The entire process was quick and smooth, very glad.
Surprised – I can see that a lot of people have had bad experiences. I was extremely sceptical when my wife bought me the kit for Christmas last year due to what I had heard. I held off sptting in the tube but when I knew how much it cost I spat. I know my father's side is from Ireland, my mother's from Scotland & Germany. When I finally got the results… Read more
back I was astounded to find that they had nailed where my forbears had come from & also indicated that others with similar DNA came from the areas in N.S.W. where my family once lived. I had a surpising experience but can't ensure that others will
Negative reviews
Ancestry is the most difficult, most annoying and hardest thing to navigate. Support is virtually non-existent. When you click on any support you get someone called Leaf which is AI and gives you 10, 15, 20 items to toggle through sending you off in all directions. By this time it's hard to get back to where you started. Two phone numbers that l… Read more
tried for support were not connected or not available. You will hear people from Ancestry on radio saying click on this list or that list, click on passenger lists. Good luck with actually finding those lists. This is the most un user-friendly site l've come across. If you have high blood pressure - don't attempt Ancestry.com. it will send you mad. It's not worth the trouble.
Avoid Ancestry DNA if you expect results in a reasonable timeframe. I sent my kit back in November as a Christmas gift, and I’m now being told I won't have results until April. Zero reliability, completion dates change constantly with no explanation. Customer service is unhelpful, and wait times are exhausted. There is no way to escalate issues or… Read more
speak to anyone who can actually fix the delay. Save your money and go with a competitor who values their customers.
This company keeps charging me $130 for an account I don’t have. I even have evidence of the cancelled service, but there is no way of contacting anyone at Ancestry.com.au
Recent reviews
Horrendous. Charged me $27 USD three times in one month. All their customer service emails are AI and do not respond to your inquiries appropriately. Would ever in a million years sign up again, complete and utter rort and dishonest to the core. They’d probably attract millions more customers charging just $9.99 a month rather than $39.99 AUD… Read more
and screwing people over for canceling a couple of hours late AND charging a cancellation fee on top of it, but….no doubt they’ll continue doing it as they always have been because their only concern is the almighty dollar. Ancestry sucks.
I enrolled in an Ancestry free trial and later canceled shortly after the trial period ended. I was charged a $25 cancellation fee plus tax. I personally did not see clear and conspicuous disclosure during sign-up that a separate cancellation fee would be imposed. In my experience, when a free trial converts, the expectation is that you are… Read more
charged for the subscription period, not assessed an additional cancellation penalty.
Others may wish to review the full terms carefully and confirm all potential fees before enrolling in a free trial.
Still waiting for results. Sample received at lab two months ago. My $1 trial of the genealogy will expire before I get my results, is this a marketing ploy? Would never recommend.
Chat bots just some useless ai, phone numbers been disconnected, and the email feature just takes me to a broken form which doesnt even work.. this is rediculous!! I HAVE BEEN WAITING THREE MONTHS, THERES NO SUPPORT, NOTHINGS BEEN UPDATED
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Very disappointed in the customer service. I forgot my password, tried to reset it. Continually not working. The validation code never showed up in my email to reset password, there was always an error and message to try again later. I used the ask leaf function. No success there either. This situation went on over several days, I lodged many… Read more
emails requesting help, I was never replied to. Yesterday I was playing a game and an ad came up to purchase a very good ancestry package deal. I clicked on it, followed the process thru, clicked reset password, and immediately a validation code arrives in my email. I decided not to purchase the package deal. I very disappointed that the link to reset the password didn't work unless ancestry thought they could get more money out of me. I paid a subscription for a long time previously.
Ordered late November, received kit 3rd Dec and shipped my sample the same day, kit was only received January with extra being paid for express processing. Got and eta of 7th Feb and just checked today and eta has been pushed out till 14th Feb. Have emailed regarding world heritage subscription of 3 months I purchased and looks like that’s going… Read more
to expire before I receive my dna results. Can’t use the family tree functions cause there isn’t enough info on my family in the system. Not worth paying for priority shipping and world heritage if you can’t get the info. Apparently the day you register your kit is the day your membership starts. Not happy with my experience so far. No response to email sent a couple weeks ago.
I have tried TWICE and waited over 5 months since my original test sample. First time they said I need to register my account before sending (so they threw away my sample). They then sent me a new one, to which I sent out again and made sure I registered, now 2 months later it says it hasn't even arrived with them. Just a poor quality experience… Read more
and waste of time! Find an alternative who has sorted out their logistics. This company is as outdated as the ancestors I am trying to learn about.
I like the site and enjoy the researching but I got the cheap deal with the DNA test. Now my cheap period in going to run out and I still haven't got the results! People on SM agree it's not acceptable.
Ancestry is not only expensive, but they are not helpful in anyway. Such a greedy company. They charged me without consent and refuse to refund. DO NOT give them your billing details. Disgusting company , will rip you off
Ancestry is not only expensive, it's also inaccurate and incredibly frustrating to use. It has one of the worst search engines anywhere on the internet and wastes masses of time by returning completely irrelevant records. There are also thousands (if not millions) of incorrect entries, mis-spellings, wrong dates and mis-transcriptions. It is possibly the least reliable search tool anywhere.
Such a greedy company. I have been paying ancestry.com for years. I have found most of the records for my Family Tree myself. I know it’s trying to charge me extra for records from other sources. Look elsewhere to your Family Tree. This company failed miserably. I will be cancelling my subscription. Disgusting.
Absolutely incensed that ancestry just slapped an ugly express delivery label directly to the pack such that it will only come off if the package is unwrapped. What inconsiderate lazy person would think that would be acceptable. This was a Christmas gift ruined. Direct correspondence is met by repeated emails saying do not reply. Easy to hide behind no-reply addresses.
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What can I do about this? >:( it was my birthday yesterday, I was going to treat myself today but they took most of my pay!!! I'm FURIOUS.