Vitagene Opiniones 292

Respuesta de Vitagene

10 jul 2019

We have found out that Amazon FBA and USPS were unable to deliver your Vitagene DNA testing kit after we paid them to do so. A new replacement Vitagene kit is being sent out to you today now that we can see that the third party companies that we have paid to get you your kit were unable to do so. Sorry to see you have ran into this uncommon issue and we are happy to be able to solve this issue as soon as possible in order for you to receive your Vitagene product that you purchased. Feel free to reach out to our customer support by emailing support@vitagene.com if you have any questions or need any assistance. We want to confirm with you that our customer support staff has replied to your email and will be happy to answer anymore questions you may have.
Vitagene Support Team

Respuesta de Vitagene

10 jul 2019

Hello,

We have found out that Amazon FBA and USPS were unable to deliver your Vitagene DNA testing kit after we paid them to do so. A new replacement Vitagene kit is being sent out to you today now that we can see that the third party companies that we have paid to get you your kit were unable to do so. Sorry to see you have ran into this uncommon issue and we are happy to be able to solve this issue as soon as possible in order for you to receive your Vitagene product that you purchased. Feel free to reach out to our customer support by emailing support@vitagene.com if you have any questions or need any assistance.

Vitagene Support Team

Respuesta de Vitagene

10 jul 2019

Hello,

We want to confirm with you that a Vitagene DNA testing kit was not delivered to you because your PayPal account was unable to pay Vitagene to funds needed to purchase Vitagene's DNA testing kit. Please reach out to our customer support team by emailing support@vitagene.com in order for us to help you provide Vitagene the proper payment that will allow us to send you a Vitagene DNA testing kit once it has been paid for.

Vitagene Support

Respuesta de Vitagene

8 jul 2019

Hello,

We apologize if our automated emails to leave a review are being received before our packages are being delivered by the third party fulfillment companies that deliver Vitagene kits. Looks like Amazon FBA were unable to send you your kit after we paid them to do so. They did not inform us of this and for that we are sorry. We will have your package sent out today now that we know that Amazon was unable to ship out your package. Please feel free to contact us over email at support@vitagene.com if you ever need assistance with anything and we will make sure we solve any issue you may be experiencing.

Vitagene Support

Respuesta de Vitagene

10 jul 2019

Hello,

We are sorry to see that it has USPS and Amazon FBA has not delivered your package in the expected time after Vitagene had contracted these third party companies to deliver your package in a timely manner. I have personally looked in to your order to make sure you have received your order. The USPS tracking shows that your package should have arrived to you this past Monday. Please contact our customer support by emailing support@vitagene.com for them to help you if you are ever having any issues with your Vitagene purchase. We are hoping you can possibly remove this negative review which is based on third party shipping companies instead of a Vitagene product performance and then write a review about Vitagene's actual service once you receive your results. This will allow us to help more people find actionable steps towards better help through DNA.

Vitagene Support

Respuesta de Vitagene

10 jul 2019

Thank you for sharing your feedback with us and others. We have provided you with your Raw DNA file that can help you receive some of the information you mentioned you would like to receive but is not reported on by Vitagene. We provide a raw DNA file containing over 700,000 genetic SNP's that you will be able to upload to third party companies like Promethease for them to provide you with disease and mutation reports as Vitagene does not report on those subjects.These services only cost around $12 once you have a Vitagene DNA file and will provide similar information as 23andme's package that they sell for $199.

Feel free to use the "Ask Jade" option on your Vitagene/GNC dashboard in order to contact one of our nutritionists who can help you find more personalized diet options if you do not find the ones provided in your reports personalized enough. You can also reach out to our support staff if you ever need any assistance with your Vitagene account or reports.

Vitagene Support

Respuesta de Vitagene

12 jul 2019

Hi Susan,

We are happy to see that you found the email address to use in order to reach out to Vitagene customer support. Sorry to see you only allowed us less then 24 hours when your email send confirmation informed you that it can take 3 times longer than you waited to receive a reply. Hopefully we can turn around the bad start help you purchase the correct product and see all of the proper messagingThis email address can be located on our website Vitagene.com for those who have questions about our products before a purchase is made. Vitagene does request, please allow us at least 72 hours for us to respond to your email that has sent. That message confirms with you that your email was send and provides you with a time frame of when to expect a reply. Sorry if some of our massaging to you was not seen like a live phone service is not able to be provided for this online product as like most modern online services are unable to provide live phone support along with all the resources needed to provide you with your online product. The message we are sad to hear you did not notice is that an email reply can take up to 72 hours to receive. Depending on scheduled holidays like the 4th of July which is tomorrow, weekends and the influx amount of email received by our one person Customer Success team. Believe us, you will be helped with any issue you run into by our customer support team as soon as possible. We will be happy to look into your account for you to see if any other of our important messaging was not seen in order for us to make sure what is needed it provided by you correctly, to receive your results as soon as possible. Sorry to hear you assumed that our the timeframe and for of communication is the same as another online company that have the resources and staff to be used more sitting by a phone that will likely ring 2 or 3 times a day instead of using their resource to provide better scientific reporting to help others take easy actionable steps toward better heath. Helping people live a healthier life is our number ! goal her at Vitagene.

Thank you for updating your review, please feel free to reach out to our customer support at support@vitagene.com to provide us with ways we can rise to a 5 star rating level to you as we will be happy to do what we can to reach that level for you and all of our Vitagene customers.

Vitagene Customer Success

Respuesta de Vitagene

24 jun 2019

Thank you for your feedback, we would like to confirm with you that the questionnaire does not change any of the results in the genetic traits report which is completely reported from the DNA file and doesn't not use the questionnaire. The questionnaire helps of provide more personalized recommendations for diet and supplementation as medications, illnesses and allergies are not detected by autosomal DNA testing and strongly effect the behavior of genetic SNPs. That being said, we are updating our questionnaire soon and we will take your suggestion into consideration. Please feel free to reach out to our support team if you have any questions and we will be happy to help you find answers.

Vitagene Support

Respuesta de Vitagene

24 jun 2019

Hello Bunny,

Thank you for your feedback. We are sorry for not meeting your expectations, please feel free to use the ask Jade option in the upper right hand corner of your personal Vitagene dashboard. This will allow you to ask our nutritionists whatever you like and they can possibly provide you with the extra information you're seeking. Please keep in mind that a lot of the details in your report are in your Genetic Traits report section where we show our work and report on the specie genetic SNP's found in your DNA sample that has led us to report what is being reported and even include links to the scientific studies that have led us to what is being reported. You can can also reach out to our support team if you feel you might not be finding all the information that has been provided or advertised and we will be happy to help you find that information.

Vitagene Support

Respuesta de Vitagene

24 jun 2019

Thank you for your feedback, very happy to hear you are enjoying your Vitagene report. We will look look into solving and typo errors as soon as possible.

Best,
Nate

Respuesta de Vitagene

13 jun 2019

Thank you for your feedback, very sorry to hear about the uncommon complications you had with USPS losing the first sample you sent to our lab. After taking a close look at your account, we are happy to see that you where provided with a free replacement kit as soon as Vitagene discovered the package had been lost in transit while on it's way to Vitagene's laboratory. We here at Vitagene would like to apologize to you for us needing to wait for you to contact us to let us know your results have not been uploaded with in the normal 4-6 week timeframe of autosamol DNA testing. Vitagene has taken a look at the communications you have been having with our customer support agent Nate Robinson as we want to make sure all of our customer support agents do their best to provide our clients with kind effective assistance. It looks like Nate was truly trying to help you the best way possible after you shared your frustrations with the uncommon complications which had caused your Vitagene experience to not go as smoothly as we would have liked to see. Your original request for compensation was unable to be granted by our customer support staff because Vitagene is unable to provide free monthly packets of premium supplements to DNA test kit clients when USPS loses a shipment causing delayed DNA test results. It also makes us happy to see Nate took your concerns seriously and looked for a way to provide you with some sort of compensation after not being able to provide you with the free supplementation you had asked for. Our support professional Nate Robinson was able to provide you with a 25% refund from your original DNA kit purchase price without you needing to ask him for a refund. Nate was also the one who was able to help you receive your DNA results with in only 1 week from when you informed Vitagene that you were having trouble finding the results of your replacement kit. These are some of the specific steps Nate Robinson took in an effort to make you happier with your Vitagene experience. We will make sure to talk to our customer support team about how they might be coming off as rude when feeling frustrated about being unable to provide what is requested from a Vitagene client they are helping. Please consider updating your negative 1 star review which will make it harder for people who truly need our help to take the steps needed for them to live a healthier life. Our number one goal is to help people live healthier lives and more positive ratings is a way you can help accomplish that goal if you can find it in your heart to forgive us and help us help other people live healthier lives. We might not be able to change your mind about how your experience with Vitagene went but we do care enough about you as our client for us to continue to try.

Vitagene Support

Respuesta de Vitagene

10 jun 2019

Thank you for your feedback, we are happy to hear you are enjoying our services.

Vitagene Customer Success

Respuesta de Vitagene

3 jun 2019

Thank you so much for your feedback, we are constantly adding more traits and free updates to our reports as genetic science evolves. Please reach out to us by emailing support@vitagene.com if you ever have any questions for us.

Vitagene Customer Success

Respuesta de Vitagene

2 jun 2019

We are sorry to hear that a replacement kit needs to be issued to you. This uncommon occurrence can happen if our scientists find that the sample provided by the customer does not contain enough DNA in it which can be caused by eating, drinking, brushing your teeth or smoking with in 30 minutes of providing the DNA sample as well as if the swabbing is not done for a long enough time. I can see that your sample was declared usable because the sample you provided us did not contain enough DNA in the sample. Vitagene did need to process your DNA sample in order to find this out for you in order to provide your with a free replacement kit so you can provide us with a usable sample and the DNA processing was completed with in the normal time of autosomal DNA testing. You where shipped out a replacement kit with in 6 days of our scientists declaring your sample unusable. Please let us know if you need any help with providing us a usable DNA sample and we will be happy to help you if you email your questions and concerns to support@vitagene.com.

We want to kindly ask you to consider changing or removing your negative review as negative reviews does make it harder for us to help more people take actionable steps towards better health for themselves which is Vitagene's number one goal. A customer providing an usable sample is not a reflection of our service as we have no control over that action of the customer. All we can do is provide more resources to the customer for free in order for the customer to have a free second chance to provide Vitagene lab with a usable DNA sample. We are always able to help with any issue that may occur if we are contacted over email at support@vitagene.com.

Vitagene Customer Success

Respuesta de Vitagene

31 may 2019

We provide a raw DNA file containing over 700,000 genetic SNP's that you will be able to upload to third party companies like Promethease for them to provide you with disease and mutation reports as Vitagene does not report on those subjects. This DNA file is only provide by Vitagene to individuals that have Vitagene process the DNA sample as this file can not be provided by Vitagene for Health Report Upload purchases. These third part services only cost around $12 once you have a Vitagene DNA file and will provide similar information as 23andme's package that they sell for $199.

Vitagene also adds free updates as genetic science evolves. Please feel free to reach out to us at support@vitagene.com if you have any more questions for our customer support team.

Vitagene Support