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Test "lost" in mail

Replies: 2

Test "lost" in mail

Posted: 26 Dec 2012 11:47PM GMT
Classification: Query
I ordered online a second DNA test at the end of October. A few days later, I realized that I did not receive the discounted price of $99 as promised, so I called and had error corrected. That was November 5th. DNA page showed that the test was mailed November 12th. When I did not get it in a timely fashion, I called ancestry.com. They told me they had sent it out and to give it a few more days. After doing this, and still not getting the test, I called again and discovered they had sent test to an address I had not lived in for 5 years. My first test had gone to my correct, current address, so I was a bit upset the second test went to older address. Ancestry canceled the lost test and ordered a new one for me.

As of today's date, December 26th, I still have not received the second "second" test. One time I called they said it had been mailed out on December 6th and that it was not 10 working days yet. Today, they told me it had been shipped out on December 5th, not 6th. They rechecked my address, my name, asked me to go to post office to see if I had mail there... I refused since it did not have a tracking number or a return receipt or anything that would make sense to do that. They asked if I lived in house or apartment... it's a house... then asked if I could go to my neighbors to be on watch for any packages going to them in error... I said no, I was not going to do that.

I mentioned that they had kept the same order number as the first lost test but I never received a notice saying what the second ship date or kit ID number was. I asked what the second kit ID number was, and they could not tell me. Said I would have to call tomorrow between 8 and 4:30 "here." I asked where "here" was ... Utah. Then I asked where tests shipped out from... silence, then, "pretty sure it's California, around Riverside". They offered to cancel the second lost test and reorder again and I said NO, I was not going to do the same thing I had done a month ago. I said I expected to get some type of expedited mailing if, in fact, they had now lost TWO kits mailed to me.

They said there was no way for them to send kit to me any faster than regular shipping. But, supposedly, tomorrow the folks at "executive offices" will be able to tell me the new kit ID number and will pursue this mess from there!

UGGH! This is crazy... where is my test? Will it be March before I get it??!

What is the scoop!? I really do not get warm fuzzies from ancestry.com's customer service folks. They never reply to emails on other matters and they never seem to implement any of the ideas or suggestions given to them. I am not happy.
SubjectAuthorDate Posted
mstar2 27 Dec 2012 6:47AM GMT 
MJ782 28 Dec 2012 10:01PM GMT 
mstar2 29 Dec 2012 2:45AM GMT 
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