I am posting an update to my original January 24th review because the company finally contacted me regarding my last email I sent them posted in my previous review. Here is the email one of the co-owners sent me in response:
I wanted to touch base with you regarding your TAPfit order. We recognize that we had issues in the past with our customer service experience and we have just started with a new customer service team who are getting up to speed and are proving to be much better!
I saw that we shipped you a floor and some taps but you ordered the TAPfit Starter kit with a floor upgrade. I have arranged for a TAPfit Platinum system to be despatched to you to apologize for your experience with us.
We had some issues with this ordering process and the website you placed your order through so we have since restructured our website and our ordering system to ensure a better experience for our customers. We are a family-run company and still getting our bearings with eCommerce and online retailing, so I do apologize that our experience with you was not satisfactory. I have also upgraded your membership so you can view all of our workouts online through the Platinum membership tier. Please let me know if you need any assistance with logging on to the online portal.
I would love your feedback on the membership site. We are always trying to improve and offer our customers the best experience so please let me know what your experience is and how I can better serve you and our TAPfit customers.
Thank you so much and have a great day,
F I O N A J O H N S O N
e: [email protected] // w: TAPfit.com
If you are someone who has previously had an issue not yet resolved, I would recommend you contact Fiona Johnson at this email. The company did follow through. I immediately received the online workouts they promised right after the email and I just received the full kit in the mail yesterday with another floor, taps, DVD's, arm band and welcome booklet. I amended to 4 stars from 1 star because I still had to go through the unfortunate experience but I am very pleased with the program now that I have it. I enjoy doing the dance routines very much. It's definitely a new motivator for getting moving. And I have received timely emails regarding any I have sent since Fiona contacted me so it seems their new Customer Service Team is indeed an improvement. Can't vouch for the updated website ordering system. Hopefully going forward, all new customers will have a better experience. At this point, I recommend giving it a try.
January 24, 2020
I want to love it but so far have had a terrible experience getting everything we have ordered. My description for this review is to post the email I just sent to them about our experience and lack of customer service:I need to express my dismay with our whole experience thus far with your company.
I saw an advertisement for Tapfit on Facebook back end of November. I loved the idea of it. I love dancing for exercise and loved the idea of the sound of tap to motivate while doing it. So I suggested to my husband I would like it for a Christmas gift. At the time there was a special for $99 that included the tap shoes, the floor and the DVDs. The first time he looked at the offer link it was there. He went back a week later and the same link no longer brought him to the offer but just to the Tapfit site which is not very user friendly for trying to place orders. He emailed the support at Tapfit.com email asking how to place the order. Someone emailed him back with a link that only provided him with the shoes to order. Another link provided the floor separately. Nothing else was provided. He placed the order for those two items separately because there weren’t any other options or help available. That was on December 5th. Once you place the order, there is absolutely NO confirmation that the order went through and of what you ordered. Nothing saying you will receive an email confirmation like every company I have ever ordered something from does. The only way he knew the order was placed was the charges to our credit card for $47 and $87.
The shoes showed just before Christmas in a clear plastic bag in a box with no packing slip, not one piece of literature in the box, just the shoes in a bag and no floor. So my husband emailed asking about the status of the order. No response after several follow ups. Then when he finally received a response after 3 tries just to say it is being looked into. No further contact. So he contacted our credit card company to contest the $87 floor charge. The charge has not been credited to us yet.
After he gave me the tap shoes at Christmas and relayed his terrible experience, we then went in after Christmas, on December 28th and tried again to order the floor and DVDs (because the other one never showed up to this point and there is no communication whatsoever about shipping or expected delivery). This because when my husband first went into the website to order the whole package, nothing was clear as to how to order so he did it piecemeal. Once again, credit card is charged $114 for the floor and DVDs, no confirmation of order. All I got after hitting enter was a return to the home page. No thanks for your order, nothing that confirmed the order was even placed, not even at the end of ordering, and again no email, just the charge to our card. We cannot find any customer service number and have asked in email several times for one or way to contact someone other than the email address that we get no confirmation from when messages are sent. To date we have now received 2 floors (only need one) and NOT the DVDs. Again, these products were in a box, no packing slip or literature whatsoever. Just the floor in each box and no DVDs. Have emailed once again that we haven’t received the full order and the history of that is below in this email. A week has gone by, again, no follow up from your company. Not feeling anything good about this product or company through this whole difficult experience which is so disappointing because now anytime I see the ad which constantly comes up or see your Tapfit Facebook page that should be motivating, it’s all disheartening. I very much want to enjoy the experience of what is advertised but so far we have paid out $248 and all we have are two floors (only need one) and one pair of shoes-absolutely nothing else.
I just looked up on the internet to see if there were any videos showing some of the exercises and a QVC video came up . Don’t know when it’s from but the point is that video was of course advertising the great deal they had on Tapfit for just $97 when it’s normally $148. It included the floor, shoes, 6 DVDs, over 80 online videos and all the ads pamphlets and booklets in the box with the items describing what product is and benefits, tips, etc and whatever else would be in them. For $248 and a boatload of aggravation and no customer service, I have two floors and a pair of shoes with no instruction provided, no getting started guides and workout guides, no online anything. For a company that is supposedly touted by all these tv networks and as they said on QVC, exercise dance routines provided by celebrity choreographers to many stars, I have zilch.
I want someone at this company to rectify this. This whole process has been so poorly handled from the start and so disappointing. Even if I can’t have the $97 deal, which is now in effect for the NEW YEAR sale I expect to get everything that comes with the $148 that was the package at the time that we tried our SECOND ORDER. Again, there has been NO customer assistance when we have tried to communicate on how to get the packages so the fact that we ordered things individually is all because of the links provided by your service rep and no way to ask about those once we received them because no one responds. We need a discount credit issued to us in some form. At this point, I would like to receive the DVDs, some online videos and the instruction guides for the now NEW YEAR price of $97. So we should get a credit of $151 back to our credit card. I am well aware that we finally received the first floor as well but how on earth am I supposed to return that and get my money back when there is NO sufficient communication with your company. I am not putting that in the mail and expecting that it’s getting to you and you are refunding me with no proper communication when a company is taking orders and peoples money.
I am sending this hoping one more time that someone will care enough to resolve this issue, not just send a packaged response of this is being looked into and will get back to you “shortly”.