Orig3n VS Helix

Been 6 weeks no results not even an email.

I purchased a test through the Noom app. That was February of this year (2019) but I took a bit before swabbing and submitting, about 6 weeks. But since I downloaded the app for my phone, scanned the CPU from my kit and mailed it, I have yet to hear anything from this company. It is now the beginning of June. So, submitted about over 2 months ago and I have nothing to show for it except a charge on my credit card. Not happy. If I could give no stars I would.

I ordered the Noom Weight loss DNA test on November 7, 2018. It arrived quickly. I sent my swab in the mail two weeks later. They never received it at the lab, so when I sent an email to inquire about it they simply sent me a new one. I did the new swab and sent it within the week that time. I got an email January 4 that they received it, and then another on the 7 that they started processing it. So at this point I had already spent two months just trying to get them the sample... They say it takes them 4-6 weeks to process, so at 5 1/2 weeks I wrote asking where my sample was at in the process. I got the same email described below by a few fellow reviewers from Phyllis Francis on Feb 15. It seems like a blanket response they send to everyone. Regardless, I still have not heard back from the “lab” what the holdup is. I wrote again today because it has been more than 6 weeks since they received the sample and I have not gotten an update. Will report back as this continues to develop. But overall customer service is terrible.

I purchased two tests in late November and sent them to Orig3ns on November 30. The following week I received confirmations that they had received both tests and I would have my reports in about 4 weeks. After 5 weeks I followed up by email and was told by Phyllis Francis: "Thank you for reaching out. We wanted to let you know that we appreciate your patience. Our lab team has generated a partial report and are still working on the last few genes. I do apologize you have not yet received your results. We do our best to deliver results in 4 to 6 weeks but sometimes experience delays due to the number of swabs we're processing and the quality of the sample we receive. I have noted both your swabs for the lab to determine the cause for delay. Each individual is unique and some DNA is also harder to extract than others but we always make multiple attempts and may need to mail you a new swab free of charge. If this is the case we will follow-up to confirm your mailing address." Two weeks later no results so I followed up again. Phyllis' response: "I do apologize, I am still waiting to hear back from the lab. Additionally, I refunded your order due to the delay" I asked if I should still expect my results and she said yes. Two weeks later, still no results. It has now been 8 weeks since they were received and 4 weeks since I was told they were almost done. I followed up with an inquiry and Phyllis response was: "The lab is a bit backed up but still running your samples. I do not have an ETA." So if you are truly interested in receiving results, don't waste your money on this company. I am now suspicious about what they are really doing with my DNA.