I love Tracy Anderson’s workouts which makes it such a shame that a lot of people receive BAD customer service and poorly made/edited products. Because people love Tracy’s workouts so much they are willing to forgive the odd mistake or problem but what frustrates people more than anything is when they’re being fobbed off and told that the product was MEANT to be this way (when it clearly wasn’t), it was OUR mistake or worse still ignored.
On week 2 of the live streaming the workout misses 7 minutes and 47 seconds of footage as shown in this clip below. I emailed customer service and also brought this up on their Facebook page- their response? To delete my post and ignore my email.
I don’t know what they expect to gain from simply ignoring and deleting peoples genuine concerns about their product which they’ve PAID for, why don’t they address the problem rather then trying to hide it and making the people who voice their concerns feel like they’ve done something wrong or they’re not important.
On several occasions it has been felt that the company is disrespectful towards their customers.
I ordered year 3 of metamorphosis in September 2014 but it didn’t ever arrive- whenever I emailed customer service to ask where my order was the response I received was that it’ll be sent soon, no word of it being on backorder, I still hadn’t received it by the end of December so I decided to cancel the order.
Another problem has been the cardio which has been provided with each 90 day shipment of metamorphosis- as originally advertised on the site:
Unfortunately this wasn’t the case as in year 3 months 4-6; instead of an “ALL NEW” dance cardio DVD you receive the now discontinued Tracy Anderson Mini Trampoline Workout DVD which was originally sold as a stand alone product on Tracy Anderson’s website, so this resulted in a lot of people ending up with a duplicate copy of a DVD they had already bought months/years prior. The mini trampoline workout DVD became unavailable after court proceedings were brought against the company for unauthorised use of the Urban Rebounder in the DVD.
There have also been accounts of people- including myself not receiving the “ball tutorial” which was supposed to arrive in months 10-12 and then just being told by customer service a gist of what the tutorial was about rather then send out the missing DVD.
Also multiple people have received faulty mini trampolines which they have been told they are not allowed to return.
Here are some other examples of poor customer service people have received:
“I called customer service the day I received unleash your inner pop star because the cover says 50 minutes of new dance.. However it was really 25 minutes of front view dance and 26 minutes of back view dance. That still only equals 25 minutes of new dance to me. Customer service did not apologize and refused a refund because it was “my misunderstanding.” I love Tracy & her method- but I refuse to buy from her directly because I’ve had nothing besides bad experiences with her website”
I found this SO RUDE- they should just admit their mistakes and rectify the situation rather then blaming us and making us sound like we’re idiots when we’re paying customers.
This isn’t the only problem with the Unleash Your Inner Popstar DVD- on the cover is says “High calorie burn and non impact option included”. There is no non impact option included- Tracy Anderson’s people’s response to this is that the breakdown section is the non impact option- which is obviously trying to make some kind of excuse and thinking that we’ll believe it, a breakdown section is not a no impact option, it’s a breakdown section. The DVD also boasts “6 new dances” there are only 5 dances. Also there is a big problem with the editing- the order that you learn the dance routines in the breakdown section are in a different order to when you perform them up tempo- this is the order they’re in:
1. Combination 3
2. Warm up & Combination 1
3. Combination 5
4. Combination 4
5. Combination 2
…so you will either have to skip around the routines to get your warm up in or do your warm up after you’ve already done one dance routine. This is a real shame because other then that it’s a good product- the dances are fun, the location, lighting and outfits are great, it’s a shame that customer service can’t own up to the mistakes.
Bad editing seems to be a reoccuring problem with Tracy Anderson’s DVDs- throughout metamorphosis there are multiple examples of Tracy performing a certain number of reps on one side but then a vastly different number on the other side or not even the same move on the other side, or even missing out sections completely.
“They deleted my post about missing leg sequences in a level of continuity… And again when I ordered the newest DC and it took 7 months to get it! I paid 9.95 shipping and they shipped it media mail– which only cost them. $1.41”
“I was pretty upset when paid nearly $300 for a year of continuity and their solution to give me something I paid for was “log into” TAM.com and the missing leg sequence can be found there websites. Really- I paid to have it on DVD!”
And the best comment of all:
“TAs costumer service motto is “the customer is always wrong””
Now most recently the beginners section of streaming has been particularly bad.
Tracy Anderson’s Streaming now advertises itself as being “Now for Beginners too” however in the past 10 weeks since beginners streaming classes were introduced there has only been 7 beginners workouts posted. For 2 weeks there wasn’t any new content added (with no apology or explanation offered, unless you emailed them to try and find out what was going on) and this week there was an advanced streaming class added where they had simply removed the entire arms section bar the last 80 seconds and sold it as a “Beginners” class. So not are you only missing out on an arms workout and warm up but you’ll also be doing an advanced workout.
Dear @tracyandersonmethod @mariabaum27 and the lovely @evanleebreed there seems to be a mistake with this week's streaming: An Advanced class (with the entire warm up and arm section bar 1 minute removed) has been uploaded in the beginners section and there isn't a beginners class for this week, I got in touch with customer service but no response so far, looking forward to hearing from you! 💜 #tarealtime #tracyanderson #tracyandersonmethod
Their response? None so far- I emailed them and posted on their facebook page 15 hours ago but I’ve heard nothing in return. With the previous weeks when I emailed about the fact that a new beginners workout hadn’t been uploaded each time I got an initial response and then my follow up email when the class still hadn’t be uploaded would be ignored:
I didn’t receive a further reply
With the main streaming product, streamers are grateful that cardio classes have now also been added which is a great little bonus, although it’s a shame that they’re not honouring other areas of the streaming product.
As you can see in this screen grab, the streaming product is advertised as “Every Workout Wednesday will include: An intro video from Tracy…” However this soon petered out along with the quality when the intros went from being professionally shot thought out pieces to rushed recordings by Tracy Anderson filming herself on her phone. The intros became more infrequent and now there hasn’t been an intro since May 6th. We are 33 weeks into streaming but there has only been 19 intro videos. Once again people are understanding if there isn’t time for Tracy to post an intro video (for her devoted streamers that are paying $90 a month for the service) but just don’t ADVERTISE the product as having that if you’re not going to provide it.
One good point to hold onto is that the normal advanced streaming classes are still good quality and are arriving in a timely manner and I think that the advanced streaming is a really good product- probably the most fun and engaged Tracy workout you’ll ever do- however if you are interested in doing a beginners workout I would look elsewhere as you certainly won’t be getting value for money.
I’m not the only person who has felt compelled to blog about their poor experiences with Tracy Anderson customer service; A devoted Tammer and previous cheerleader of the method suggested the company stream the detox weeks (this was before live streaming came out) and as a result her facebook post was deleted and she was banned from the Tracy Anderson facebook page! You can read about her experience on her amazing blog here. Sadly this wasn’t her first run in with bad customer service from the Tracy Anderson team- you can read her post about what happened when she tried to raise the issue of people not receiving promised items for entering Tracy Anderson competitions and appearing on QVC resulting in a very rude exchange from Tracy’s assistant here
What are your thoughts? Have you received bad customer service from the Tracy Anderson Method? Do you have any suggestions of how the company can improve its customer relations so it’s in line with the amazing method? I would love to hear about your experiences.