Nebula Genomics Reviews 845

I bought my kit a couple of years ago, and a deciding factor was that Nebula Genomics promised us customers that we very soon would be able to export the haplogroup information (Y-DNA and mtDNA) to FamilyTreeDNA (for a small fee). Actually at that moment they both promised this and an ability to export these results to YFull (for analysis of haplogroups). They also for long kept promising this, with the information soon upcoming. In the end, it was only possible to export to YFull, and not to the more usefull FamilyTreeDNA. In spite of this, they continued advertising (for a year or so) that it soon should be able to export to FamilyTreeDNA. Then, they just removed this advertising, which before was there every time you logged into Nebula Genomics.

I ordered my sample at the beginning of July. It took a few weeks for them to send the sample but I completed the instructions to the letter and submitted my sample. I’ve been waiting since July for the results… the results came back as they could not process my sample. The letter said to contact support to request another kit. Okay. I’ll continue waiting. It is what it is… except it isn’t. This company is horrible. It’s been another week of waiting and I don’t even have a response to my request for a new kit.

Please save yourself the time and trouble. Do not use them. They are scammers or are so far in over their heads that they’re clearly unable to fulfill their promises. July-December with no results and no response. You can make your own decisions.

After waiting a few weeks to receive my kit, I sent a saliva sample that was received at the lab on the 2nd of August (I got a confirmation email). It has now been eighteen (18!!) weeks since my sample was received at the lab, and there’s been no indication that I’ll be getting my results anytime soon.

Having paid a lot of money for this (and needing to buy a subscription to access my in depth results too) I find this to be incredibly poor. The advertised waiting times of 12-14 weeks are blatantly false.

I have got in touch with customer service multiple times, and despite being way over their maximum waiting time window, they usually send me a copy and pasted message saying ‘it can take between 12-14 weeks to receive your results’.

On November the 14th I was assured that my DNA had been processed, and was just going through quality control, but 3 weeks on from that I am definitely doubting it!

Maybe the results will be good, but the wait times and poor customer service has been shocking - particularly as many customers like myself are hoping that this may help identify a long term health condition. I’m disappointed that I haven’t even been offered a free membership with the ridiculous amount of time I’ve been waiting.

Edit: now over 19 weeks. Still nothing…

Edit (in response to reply from Nebula):

A lot of people use your service to investigate their health problems. The fact that you don’t contact someone when their results are delayed by 5-7 weeks is pretty poor. Maybe worse is the fact that during the time when I’ve been waiting for my late results, you’ve removed the option of a monthly subscription to view them, and made it minimum quarterly ($75!!! After paying over $150 for the service itself!!). It feels like you’re trying to squeeze money out of people, and your customer service hasn’t given me anything in terms of explanation for why my sample is so delayed. I would just like my results that I paid so much for, please. Last time someone promised to follow up my query I got nothing in response.

A subscription thrown in wouldn’t go amiss either. Happy to amend my review if you amend my situation.

I used Nebula earlier this year for my sequencing and then got both of my kids’ genomes sequenced this summer. To my great surprise, Nebula sent me someone else’s data for one of my kids. The only way I found this out was because I was getting the data interpreted by a third-party company, Sequencing, and it was noted that the mitochondrial DNA was not identical, as it should be because they are siblings.

So I logged into Nebula and looked at the Ancestry sections. That’s when I noticed under my daughter’s that her ancestry is completely wrong. I hadn’t even looked at the ancestry section because I wasn’t using Nebula for ancestry, just genetics. My son’s data seems to be accurate; however, we obviously have been given somebody else’s data for my daughter and I am absolutely horrified that this mistake has been made.

I contacted Nebula and have received a tepid response. I expected way more from what I thought was a reputable company. I am out over $400 and over 14 weeks of waiting time and have lost all trust in this company.

Website says results should be given 12-14 weeks after sample is recieved. Sample was recieved in August. It has been over 15 weeks with little help from customer support. Waste of time/money.

The results I received for the health are really comprehensive and detailed. I have 100% pre-disposition for 15 types of diseases/conditions and 3 of those I really already had in the past and other 2 occured in my family. So now I will carefully monitor the rest.

Generally, I'm very impressed with the results. They were also updated few times within the year, when the new researches were published.

Regarding the ancestry - results were too complicated for me to understand. So if your main interest is the ancestry - I would suggest to use the more simple test.

But for the health and behavior output - Nebula is the best.

I ordered four tests for my family, one arrived. Nebula customer support was unhelpful and left me feeling scammed. I in contact with my credit card company for reimbursment.

I haven't gotten my results back yet, but I wanted to write about how great the company's support team is. I have several issues receiving the kit due to my country's policy, however Matt who assisted me did everything possible for me to get the package (he even re-sent it a couple of times without additional charges). Thank you for everything!

I recently paid $249 for one of their kits. I had to finance the purchase, but really needed it due to numerous health issues & recent death in my family. A few weeks later, they sent me a promo email offering the same exact kit for $175. I emailed them to let them know I was disappointed as I am disabled & live on a very small, fixed income. They said sorry & basically just told me I could unsubscribe. While a reimbursement of the difference would've been the classy thing to do, I didn't hold my breath. But they could've at least offered me a coupon or something. Very trashy & unprofessional. I now have no faith in them or my pending results.

I've been waiting for the results for three months. Support replies that there are no maximum deadlines for receiving the report and they will not return the money. However, the website says that the process takes 12-14 weeks. However, in 14 weeks my status has not updated even one point. I will return the money through the bank.

Took over 2 months to get my kit delivered. after pre-paying 450€ Ive been charged additional 40€ for custom clearance. Customer service took zero accountability for that simply saying I should not have been charged and that FedEx is not their company. The right documentation should be provided if you believe your kit should not be affected by custom clearing fees

Excellent customer service, timely and detailed representatives that helped to swiftly resolve my subscription issue. Also, Nebula is great product with valuable information that gives you better health insight.

Cannot believe after the price I paid that return postage was not included as I am outside the US - for all equivalent services this is expected and it was advertised as including a return envelope therefore not making the postage being excluded clear - not fair or clear advertising and poor customer service on a basic thing which should be included!

Took a long time to sequence, to be expected. The library of research told me nothing new, I actually got more in depth with ancestry dna and promethease which is much cheaper. Waiting to see what the Yfull is like extra processing time and cost for some services. I wanted an ethnicity breakdown but didn't get it. Don't recommend unless you have money to burn and want to check out snps.

Genome sequencing is deep enough and quite affordable. You can download your own data for your personal use. For a single fee you get lifetime access to constant updates on new genetic variants related to disease and other genetic traits and how they relate to your own genome.
I find it really powerful and well suited for heath and disease traits, while does not focus on ancestry. The Yfull service that is suggested in partnership with this company only looks at deep ancestry and its not too informative nor easy to navigate from the common user. However data can be uploaded in other platforms that are specialized in ancestry.

Would never do this again. I gave this four stars because companies tend to not publish anything below. Takes way too long. Expensive and the data is not formulated into an executive summary. Some results are contradictory, some are interesting and some seem too remote to be related to genomic sequencing (income, age of first child born). It’s disappointing as I was looking for depth but not a data dump. Never again.

So firstly it takes nearly three weeks to arrive. For some reason you can track it through USPS shuttling between two locations back and forth. Secondly it comes in a huge environmentally unfriendly box, so these guys obviously don't care about air freight expense and damage to the planet. Thirdly, the USD1 swab came with no information about a return address or location, and with no prepaid envelope. Now they are stating non-US customers need to pay for for return postage, despite initially stating postage was included.

No customer telephone number to begin with. I sent my sample months ago, and still no results. I contacted customer support via email, but they did not clarify anything and now they simply wont respond.

After waiting 2 months to get back my results, both of the kits I ordered were sequenced but I cannot access any of the data. It says I am limited to viewing the raw data, but I cannot download or view anything. After paying hundreds of dollars and contacting the support team, I am very disappointed with this service and do not recommend.

Nebula Genomics stated on at least 10 occasions that they decode 100% of your DNA.
This is false! I have proof that less than 100% of my DNA was decoded.
Nebula's response was that it didn't matter because it's non-coding DNA and then stopped responding to me.
Terrible customer service!

Because it's not a physical product, Paypal also can't do a chargeback, so please be aware of that.

I'll now write a complaint to the American FDA, as it's a false claim on a health product.

Also, the ancestry part of Nebula is completely useless unless you have PhD in genomics.