Reviews

Review Details

• Review fromLaura T

  Date: 07/01/2023

  As other reviewers have mentioned, my sample was sent months ago and I am still waiting for results. The company has no customer telephone number, but when I emailed them regarding my kit, they only apologized but nothing happened. I emailed the two more times, still waiting for an answer to my question, i. e. what is happening to my kit? when will you have results? Thankfully, I did not buy the expensive package, approx. 900 dollars. I do not expect anything from them and, if this takes more time, I will file a complaint against the company.

  Nebula Genomics, Inc.

  Date: 07/05/2023

  Dear *****,

  Thank you for bringing this to our attention. We have looked into your order and see that your data transfer has been initiated. Please note that our typical processing time is ***** weeks. Having received your sample on 4/4/23, we are currently in week 13. Our support team has been in communication with our lab team regarding your results in an attempt to provide you with updates. Unfortunately, there is a technical glitch being worked on and that is causing a delay in delivery. We apologize for not being able to provide you with more concrete answers previously. We are doing everything in our power to get those results pushed through to your account. We appreciate your patience and understanding while our teams work hard to resolve this.

• Review fromHails T

  Date: 05/25/2023

  DO NOT USE. Communication is AWFUL and the sequencing conveniently finishes as soon as your subscription expires. I waited months after sending in and conveniently my report was finished as soon as my subscription ended forcing me to pay another amount just to view my reports, the only thing I paid for to begin with. I didn't receive an email that my sequencing was received or done. This company *****

• Review fromSergey K

  Date: 03/03/2023

  Bought two kits over a year ago, but did not submit our samples. Contacted Nebula, because the buffer in the collection kit may go bad, and our samples are likely botched. Nebula suggested 1) Paying again, the product price including compute time and reporting. So another ~$400 for two people.2) Submitting the old (!) samples to the lab. This will likely result in samples failing, lab wasting the time, and Nebula charging me again.In the personalized medicine space, companies work hard to get and retain clients. It would have cost Nebula less than $30 and some good will to provide replacement kits to a customer who enrolled his family. Instead they went after another $400. I am just obviously going to cut my losses and say bye to Nebula and their service. My advice - go with any other provider of services that is not trying to cheat you out of money. This is poor business.

  Nebula Genomics, Inc.

  Date: 03/13/2023

  Hello ******, We sincerely apologize for the distress you are experiencing. Our refund policy does indicate that we are not responsible for replacing or refunding any kits that are not sent in within 6 months. We investigated your inquiry with our support team. It does seem that they suggested you send the samples in and informed you that we cannot offer the volume discount you requested. Upon continued investigation, we found that the original kits were purchased two years ago and the kits you are referencing were replacement kits themselves. Our executive team has agreed to allow us to make an exception and provide you with two new kits. One of our support team members will reach out to you to coordinate this. We are always working to improve and hope to be able to serve you better in the future. 

• Review fromRoyce S

  Date: 09/23/2022

  I submitted my sample three months ago. The website lets you know that processing a sample can take up to 120 days. Their communication is completely unprofessional. I only received confirmation that they received my sample by contacting them via email. A subsequent follow up initiated by me indicated that the sample was processed once and then going to quality control. The only communication I received that was initiated by then informed me after 3 months that my sample failed, which contradicts prior communication validating that the lab processed the sample. I have requested a refund and have received no response. I absolutely do not trust their product or process. My order cost almost $1,300. I see their sight is currently offering steep discounts. I cannot recommend spending anything on them. My experience is that they are completely unprofessional.

  Nebula Genomics, Inc.

  Date: 10/11/2022

  We sincerely apologize for the distress that this has caused you and we understand your frustration. The lack of initiated updates is something we are trying to correct. We are aware of the delay in the progress bar and take ownership that it is not fully updating at this time. Our engineering team is actively working on this. We are also implementing several updates to provide users a smoother experience and have been dealing with unforeseen hiccups in our automated email system.

  I have investigated your sample. I see where our support team advised you that your sample was received, plated for extraction and being prepared for quality control. However, I do not see correspondence that we claimed your sample was processed. Our time frame is approximately ***** weeks from when a sample is received at our lab. You were made aware of the failure at about week 7, which is a typical timeframe for a sample to go through the preparation stages and quality control.

  As soon as we were aware that your sample did not pass quality control, we reached out on 9/21/22 to let you know and offered a free replacement kit. You requested a refund on 9/22/22 and it was issued two business days later on 9/26/22. Can you kindly confirm receipt of your refund?

  If you have any questions or would like to provide any more feedback, please do not hesitate to contact us again. Your feedback is essential as we work towards providing users with better service. We value your patience and support as we work hard to improve and enable affordable and comprehensive personal genome sequencing.