SelfDecodeReviews of selfdecode.com

Reply from SelfDecodeJul 13, 2024

¡Muchas gracias por tu comentario positivo! :) Nos alegra saber que nuestro trabajo en SelfDecode/SelfHacked ha sido de gran ayuda para tu práctica clínica privada. Seguiremos esforzándonos para proporcionar información útil y de calidad sobre salud y genética. ¡Gracias por tu apoyo continuo!

Reply from SelfDecodeJun 29, 2024

Hi Leslie, We are truly sorry to hear about your experience and understand your frustration. Your feedback is valuable to us, and we want to ensure that every customer feels heard and supported. Our primary mode of support is email, as it allows us to provide detailed and accurate responses, complete with helpful resources like links, screenshots, and step-by-step instructions. This method ensures efficient issue tracking and quick resolution while creating a written record for consistent follow-up. Email support is also accessible globally, allowing you to reach us anytime and receive prompt assistance. I reviewed our records, and see our Customer Support team acted quickly upon receiving your voicemail. Unfortunately, the DNA kit order had already shipped the day prior and thus could not be cancelled. Since our shipments are processed very quickly, often on the same day, our policy regarding refunds on DNA kits is firm. We cannot accept unused kits because of strict lab regulations, which do not allow us to restock or reuse returned kits. This helps to ensure the integrity and safety of our testing process. I can see here that we promptly refunded you for the duplicate order and shipping costs upon your contact and also refunded your subscription fee as requested. However, the cost of the DNA kit that had shipped was non-refundable. Again, I am truly sorry for any inconvenience this may have caused. We strive to provide the best service possible and we do regret any misunderstanding. We remain dedicated to assisting you, and would love to find a solution that works for you if you reach out to us at [email protected] We value your business and are committed to making things right. Thank you for your understanding, and please let us know if there is anything else we can do to improve your experience.

Reply from SelfDecodeJun 21, 2024

Hi Luc. Thank you for sharing your feedback. We're sorry to hear about your disappointment and would like to address some of your concerns. First, it's important to clarify that our Lifetime Access membership does not guarantee unlimited access to all features we release forever; it means you won't have recurring annual payments. Lifetime members still have access to all core features and reports, including 650+ DNA reports, the lab analyzer, recommendations feature, meal and action plan builder, lifestyle assessments, questionnaires, and more. This is what we always promised to our Lifetime subscribers. Our price increases are not due to financial problems. In fact, we are continuously improving our service and adding innovative features, which require significant time and resources. Since you signed up in 2021, our service has evolved considerably. As costs rise globally, it's normal for companies to adjust their pricing. We never guaranteed that our service would remain at one cost or be all-inclusive indefinitely, as this is unrealistic. We understand your frustration with the ancestry reports, and ask you to bear with us. This feature is still relatively new, and we are actively working on improvements. However, our primary focus is not on ancestry - it is on providing health-based actionable recommendations by analyzing your DNA, labs, and lifestyle. The ancestry feature was added as an additional, fun benefit for our users. Regarding our privacy policy, we take your data security very seriously. We do not share your genetic information with third parties. Your DNA file is always downloadable from your account, and we do not withhold your data in any way. The statements you mentioned, such as "you'll get the data over our cold, dead bodies" or "yeah we might share your genetic information," are not reflective of our policies. I've reviewed our email history, and our Customer Support team has always aimed to be kind and supportive, addressing your questions and concerns promptly. It's disheartening to see this review, especially since you seem to use our service regularly. We hope you understand our reasoning for the changes and improvements we’ve made. If you are still unsatisfied with the service, we respect your decision to discontinue its use. However, we are always here to assist you and improve your experience in any way we can. Thank you again for your feedback.

Reply from SelfDecodeJun 21, 2024

Hi Tiph! Thank you for your review and for being a valued SelfDecode user for the past year. We're delighted to hear that our platform has been an essential tool for your biohacking journey, providing you with personalized recommendations based on your DNA, blood tests, and lifestyle. Your feedback about the accuracy and relevance of our information is greatly appreciated. We apologize for any technical issues you've encountered, such as page crashes and bugs when hovering over certain mentions. These are not the experiences we want our users to have. We encourage you to reach out to our support team ([email protected]), so we can pinpoint the exact cause, whether it's related to your computer, browser, connection, or our servers. We are constantly working to improve our platform's stability and performance. Despite these minor inconveniences, we're thrilled to know that you still find SelfDecode a valuable tool and highly recommend it for personalized health improvement. Your satisfaction and support mean a lot to us. If you continue to experience technical problems, please don't hesitate to contact our support team so we can assist you further. Thank you again for your feedback and recommendation.

Reply from SelfDecodeJun 21, 2024

Hi there! Thank you for your review. We're so happy to hear that SelfDecode has provided you with extensive information about your genes, taking into account and describing numerous SNPs to give you a complete picture. It's great to know that you find our insights on epigenetics very helpful. We appreciate your feedback and are glad to support you on your journey to better understand your genetics and health. Thanks again for your review!

Reply from SelfDecodeJun 16, 2024

Hey Rebecca - thank you so much for sharing your story. We're deeply moved by your journey and honored that SelfDecode has been a valuable resource in your health management and recurrence prevention after breast cancer. It's gratifying to know that our health recommendations provided you with a starting point during such a challenging time. Your feedback reinforces our commitment to helping individuals find clarity and actionable insights for their health. If you ever need further support or have any questions, you know where to find us! We wish you continued health and strength.

Reply from SelfDecodeMay 25, 2024

Hi Tom, Thank you for your feedback regarding the cancellation process. We sincerely apologize for any frustration you experienced. I thoroughly reviewed our email history and I do see that we responded to your emailed question promptly, providing instructions for how to cancel your subscription via your My Account page. I am so sorry if our email did not reach you. We completely understand it can sometimes be challenging to navigate, and I want to assure you that we're here to help. We have now taken care of this for you, so you won't be charged a renewal fee, and you'll retain access to all your reports and features until the end of your current subscription period. In the future, if you have any issues or questions, please reach out to our support team directly. We're always here to help and ensure you have a smooth experience. Thank you for your understanding and patience.

Reply from SelfDecodeMay 23, 2024

Hey Ralph! Thank you so much for your wonderful review. We love to hear that you find our detailed information about genes and their effects helpful. Thanks again for your kind words and for being a part of the SelfDecode community!