Dante Labs
reviews and complaints

I ordered a kit (Order ID: #US13198W) on 9/11/2023, and it took the company almost a month to ship the kit. The kit eventually arrived on 7/12/2023, but it doesn't come with a return shipment label like, similar to what other customers have faced.

I contacted the support email about the missing shipping label, yet the customer rep sent me a used label that was invalid for returning the package. After 16 email exchanges, as of 13/3/2024, Dante labs still couldn't send me a valid return shipment label. Therefore, I can conclude that the company does not have any intention to fulfil the order.

Ordered a kit in February . Received the kit right away but no return label. Seems to be their habit, after doing some post research. Sent my sample to their return address and paid for the postage-over 50 dollars. Kit cost me over 400 Canadian. I mentioned in an email how I was not sure if mu sample was contaminated. Correspondence by email said they would send a new kit. I asked for a direct phone number to speak to someone. I was told email only. Anyhow, I have not received a new kit or any results. I want a full refund and compensation. They refuse to answer any email.

I ordered a Whole Genome L - Long Reads Whole Genome Sequencing service on June ,. I received a kit and sent my sample a few days later. In September , when I was checking the status of my kit, it says "Your kit did not pass our quality control inspection" and "A New Kit is On It's Way". In October , I received a new kit and sent my sample again. On Feb *** 2020, when I had inquired about the status of my order, they replied "Your kit order was for the WGL. Currently, we are awaiting an order from Nanopore in order to continue processing the WGL kits. I do apologise for the long wait time, but we are unable to process these until Nanopore delivers - this is expected to happen next week." When I asked them again on Nov *** 2020, they replied "Unfortunately we have discontinued long reads sequencing and can no longer provide it." I requested a refund through email. They did not reply my email after that. Now they have ceased contact and I don't have a phone number to reach them.

On November , I placed an online order with Dante Labs for genome sequencing. I paid $239 and received an email from Dante advising that my kit would be mailed to me, along with instructions for use, and that a return shipping label would be sent to me by email. On December *** I received the kit via *** and the ***. However, no return shipping label had been received by email. I sent a polite request to their customer service center and received a very polite response advising that a return shipping label would be made for me as soon as they are available. On January , I sent a reminder email to their customer service office advising that I still had not received the return shipping label, that this was preventing me from using their service which I had paid for, and advising that I would file a consumer complaint within 14 days if the label has not been received. I received this response by email: "Our sincere apologies for this, we will follow up with the shipping department and check why they did not do it when we requested. Should there be a problem we will get back to you as soon as possible." They have not gotten back to me, and they still have not sent the return shipping label. I check my email continuously, and it has not been found in my spam folder either. It has now been two months since I placed the order, and I still can't make use of the service.