EasyDNA New Zealand Reviews 8

Reply from EasyDNA New Zealand

Feb 13, 2026

Thank you for taking the time to share your feedback.

We’re genuinely sorry to hear that you were disappointed with your experience. We completely understand how frustrating it can be when a sample does not meet laboratory quality standards, especially when both were collected in the same way.

In some cases, even when samples are taken simultaneously, one may not contain sufficient DNA for analysis. This can be influenced by several factors such as the amount of cellular material collected or natural biological variation. When this happens, a re-sampling fee applies because the laboratory must repeat the full analysis process.

That said, we always aim to be transparent about potential outcomes and associated costs, and we understand the inconvenience caused by additional time delays. Your feedback is important to us, and we will certainly review this case internally.

If you would like us to re-examine your file or discuss your concerns further, please contact us directly with your order reference. We would be happy to assist.

Kind regards,
EasyDNA Customer Support Team

Reply from EasyDNA New Zealand

Feb 13, 2026

Thank you so much for your kind words!

We’re really pleased to hear that you found our communication clear and our customer service helpful. Providing prompt and thorough support is something we genuinely prioritise, so it’s great to know that came through in your experience.

We truly appreciate you taking the time to share your feedback. It means a lot to our team.

Kind regards,
EasyDNA Customer Support Team

Reply from EasyDNA New Zealand

Jun 13, 2025

Hello Robyn
Thank you for taking the time to write a review. However, as we communicated to you this morning, as outlined in our DNA kit and terms of condition, we always recommend applying tracking service when returning your samples. We can not be held responsible for any samples unless these are delivered at our office. Since you did not return your samples with tracking, both you and ourselves are unable to locate or track your item. Please respond to our email directly to organise a new DNA kit for a recollection of your samples. Thank you, EasyDNA New Zealand

Reply from EasyDNA New Zealand

Feb 9, 2024

Thank you for your review. We understand that times have been difficult with postage and new customs and regulations. We will take this onboard to make our services better. Please contact us to discuss if there is something we can do to make the experience better or provide the expected level of service you desire - info@easydna.co.nz. The Team at EasyDNA.

Reply from EasyDNA New Zealand

Feb 9, 2024

Thank you for your review and we are glad we could be of assistance! If you need anything further, kindly email us here: info@easydna.co.nz. Thank you again! The Team at EasyDNA

Reply from EasyDNA New Zealand

Feb 9, 2023

Thank you for your review. We understand that times have been difficult with postage and COVID-19 at the time. We are happy to help anytime - kindly reach out to info@easydna.co.nz. Thank you & we appreciate your taking the time to leave your feedback. We will take this onboard to make our services better. If you would, kindly contact us to discuss if there is something we can do to make the experience better or provide the expected level of service you desire. The Team at EasyDNA.

Reply from EasyDNA New Zealand

Feb 9, 2023

Thank you for your review we appreciate your taking the time to leave your feedback. Have a lovely day! The Team at EasyDNA.

Reply from EasyDNA New Zealand

May 26, 2017

Hello Adam,
Thank you for your review and we are sorry for any undue stress, however we feel your comments warrants an answer as we do not feel it is a fair review. EasyDNA operates a no hidden fee policy and firmly adhere to the principle of transparency with our clients in every aspect of the service. The charge you incurred does not constitute a “hidden fee”. The fee was for sending your samples after an expiration of the 3 month and covered the cost of re-opening the case file. When you purchased your test online you were obliged to accept and confirm that you had read and understood our terms and conditions. These same terms you accepted at the time of purchase, you also received inside the kit which we sent you when you placed your order with us. Here is the clause:
7.3 The Client has three months to send their samples back to the Company from the Order of If the Client fails to send the samples within this time frame, the account will be closed. The Company will charge a reactivation fee to re-open the account and process any samples sent (refer to Appendix 3 for charges).
Given the clause is clear, well explained and was provided to you in two separate instances (meaning that you had two opportunities to have an awareness of this minor penalty) we cannot accept it being called a “hidden fee”. In addition, had you checked our Terms and Conditions after placing the order and then decided that you were not happy with clause 7.3 above, then you could have requested a refund as clearly explained in our Terms and Conditions.
Apart from this issue, we note that the result was delivered on/before the due date and you have received the service as promised. We therefore hope that excluding this minor incident we have met your expectations on all other aspects of the service.
Regards
EasyDNA