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I am going to keep the focus of my review to one specific experience that I had today, as it has so clearly been a game-changer for me. I called customer services today and spoke to a representative in a nearly frantic state, as I could not find a family tree I had been using just very recently. There was absolutely no family tree under my account and I was in need of help recovering what I was certain was a lost tree. The first representative wasn't too helpful, but then I was (several steps later) routed to Leandro, ajnother customer support agent at Ancestry. Leandro initiallyt went through the standard channels the first rep did. No luck. He then began a deeper forensic search and asked me more questions that helped ascertain exactly how I had seen the previous tree, when I had seen it, and whose names were on it. From there, we chose an ancestor on the tree, he followed it backward and found the tree on a distant cousin of mine and then assisted me in connecting with her to ask for sharing a tree. He also sent me an email link on how to share trees so that I could forward this to her in case she didn't know how to do that. This process was clouded by my anxiety, my absence of technical ability, my poor recollection of previous site usage, and inability to remember previous accounts. I was that call no one wants to get, and Leandro went above and beyond the call of duty and stayed with me until the issue was resolved and the family tree I thought I had "lost" was looking right at me (it wasn't mine in the first place, which was the problem). Kudos to Leandro and to Ancestry. Mark me as a very satisfied Ancestry user today, and one who is more aware of how to effectively use the site henceforth.

Today, I give Ancestry only three stars for the simple reason that they are really terrible telling people if they have a problem with their webpage. It would be courtesy to their customers to at least let them know that they have a problem. For more than two weeks now I can't really match trees anymore. I get the response: "We’re sorry, this page is temporarily unavailable.You can try reloading the page, or come back later." It doesn't matter how much I click on the reload icorn, nothing happens. In cases like matching some of ancestry's pages I can get back to the page and it has saved that one. But trying to match trees is out of question. I think they may be doing some upgrades, but it would be really appropriate from them to inform the customers (country of the website) that they are doing this. I have various devices and web browsers Windows, Mac and android and they are all giving me the same answer. I could call Ancestry but in general I have little luck to get someone knowledgeable and right now with all the emergency going on in the world, I am sure I don't even get to an operator. That is why I got this rating page.

Ancestry is a great way to know more about your ethnicity and family background. Their technical support is great!

Updated - thanks for the response, managed to get back on trackThere are still many irritating aspects to the user interface, but I'll figure out ways to do things.it isn't intuitive and there's not much contextual help.------'In this era of big data and artificial intelligence, it just makes me want to laugh or cry, when a father or mother suggestion is someone who was 8 or 9 at the time of the childs birth. Seriously, it's not programming rocket science to get that part right.The interface is ridiculously confusing.Worst of all, I lost days of research trying to move a more recent relative - all my hard work just lost in an instant.No 'undo' - really? Again, another glaring issue with this service. FFS, every single application for the last 30 years has an UNDO function! This service could be so amazing, but it would seem that the ancestry sites have a monopoly and have abused that power to upsell at the expense of actually providing new features and a more profound data set / machine learning backend.There's just no excuse for losing everything if you delete a single person from a tree - FFS, just replace that person with a question mark or something!

How happy I am to report that when I reported a problem, the issue was handled in a way that left me satisfied and willing to share a positive experience. I look forward to doing business again with Ancestry. It turned out to be a very positive experience. Thank you so much! :)

Ancestry always has trained experts during office hours. They are extremely helpful, experienced, trained technicians.

Ancestry is my favorite genealogy site, however like most apps, changes keep being made which make things worse and hard to fix. I have been using Ancestry since the 90's.

Amazing customer service. He answered all questions, took care of my issue, and was one of the most pleasant customer service reps I have experienced ever!!!

i took the test a year ago and I was really in a shock when i saw the results,i didnt know that my mother side was from Greece!!!

I found Ancestry slightly expensive. Having researched my family tree a boy I was given leads which I did not have access to as a boy and I found some remarkable facts which I could not have accessed through GRO. Having an unusual name has made my task easier all along and I may return to Ancestry to prove a link I was working on as a boy. The staff were courteous and effecient when I had a query.