Dante Labs Whole Genome Sequencing Test - Premium (30X Coverage)

Ordered Nov 28, w delivery promised Dec 4-9. Then changed to Dec 9. Arrived Dec 6. I completed kit and returned it Dec 6 that day. Mail outbound was timely. USPS attempted to deliver my sample to Dante in Draper UT Monday Dec 9 at 8:01 pm.Dante had no delivery access at that time.A red flag. And now they've changed my delivery status on Amazon to Running Late, w a link to USPS tracking.This was not a USPS error.If you read Web reviews, Dante has horror stories out there from customers whose samples were not processed for months.I hope that is not the case but will keep updating this.The kit and instructions were less than clear. The orientation of the end cap to close your sample tube was not clear.Biggest problem was that you have to tear off the outer box cover to reveal the inner return box w postage paid label. This is not clear from the written instructions. The kit had me looking for an enclosed label. A simple "Peel off outer cardboard to reveal return box" written on the outer box would have made this 1000 times simpler.

It's been over six months and I still have not even received my results for this absolutely horrible company. I strongly discourage anyone from using them. Their customer service is horrible and if I would have done better research, as I should have, I never would have used them. I am hoping that by sharing my experience that others can be spared from experience what I have.

I ordered my kit in April and it finished QC a month later and that is the end of the story. No results, no ETA for sequencing. Customer service is non existent.

My health is declining. I quickly need help but I’m very low income. I struggled to save up and pay $600 for the whole genome sequencing test. But for those who don’t know, this is a predisposition test. What type of food might you be allergic to? What type of exercise might be beneficial? That’s it. If that’s what you want, then this is the test for you, pay the $600. But if you want to be checked for a specific issue or rare disease and prefer to get it all done at once, there is the “all panels” package. The thing about the All Panels package is you then have to pay an additional $500. You pay this with or after you pay the $600. You cannot purchase it prior on its own. I had to work on saving up again. Less than 3 months later, I went to finally purchase the $500 all panels test. I signed in only to find the all panel package for $500 has been removed. Theoretically, purchasing all the panels on their own would probably have cost over $1,000. While hopelessly contemplating if I should plan for that option, I discovered even all the individual panels are now all gone. Except for one: dermatology.This was 100% false advertising;: claiming you get your results for the all panels package for $500 with or after purchasing the $600 predisposition test. I never got to get my results even though I’m willing to pay.Dante labs are under currently investigation in England for giving false negative covid test results, and not giving others their tests results at all. And of course, not giving any refunds for these practices. These false negatives could have caused fatalities. They said they are upset they’re being investigated saying they wished investigators had spoken to them first. Clearly not upset about what their actions caused. I do not believe they care about the people they are serving, or anyone who might come in contact with them.

I ordered a GenomeZ kit for $850 from Dante Labs despite all of the negative reviews and customer service horror stories over on TrustPilot, hoping that they must've worked the kinks out in their process by now.Nebula genomics was out of kits last week, so I ordered one from Dante labs, including whole exome sequencing. I figured if the coverage is going to be lower than 30X like a lot of these complaints claim, then at least WES will help make up for it where it counts.I immediately regretted my decision. Two days later I receive a promotional email from Dante, "All labs included for free"! I emailed customer service asking if I should cancel my order and order again, or if they can simply add the package on to my order from a couple of days ago.Customer service ignored me for 11 days, only to respond that the promotion was now over. I explained the situation and instead of helping me, they argued over the fact that technically due to time-zone differences, I was only ignored for 6 business days. They also made sure to clarify that I didn't see the promotion the next day after ordering, it had technically been two days.If customer service is arguing such petty points and intentionally doesn't respond for 11 days when I just received an email that said "everything is running at 100% capacity here in quiet L'Aquila", then I can't imagine what a nightmare it's going to be when I don't receive my results on time, when the coverage is below 30X, when there's bacterial contamination, etc.Then of course they took $30 of my money to cancel the order after their poor performance. I would avoid this company like the coronavirus.EDIT: They have refunded me my $30 after seeing my TrustPilot review. That's great, but it's not the point. Negative reviews shouldn't be required to receive proper customer service.