Core Rhythms - A Review of Their Website and the Purchasing Process

Some companies should leave the selling of their product to others, and Core Rhythms is one of those companies.   This situation could be remedied if the Core Rhythms people would make some adjustments to their website; but from what I've seen, the website has been as it is for quite some time now.  Online complaints about the way the site is designed are not rare, and I experienced the problems, myself, when I tried to order the product.  The following comments are aimed at letting readers know "what every prospective Core Rhythms customer needs to know" about ordering through the company's website.

My aim here is not to review the Core Rhythms fitness DVD program, itself..  I don't have the DVD's; but from what I can see, they look like any number of other fitness DVD's.  I've seen clips online.  While I can't guess about whether Core Rhythms is as effective as the company claims it is, it would seem obvious that if anyone faithfully follows any fitness program he will see some results.  My aim is to offer any prospective customers of Core Rhythms information about their website, but also the suggestion that the product be purchased through another company that sells this fitness program.   Contrary to common belief that programs like this are "only available through this limited time offer", most things seen on television can be purchased through a company like Amazon or others.

The Core Rhythms website can be misleading because the first couple of steps in the ordering process seem clear and simply enough.  First, the customer selects the option of ordering the program.  From there, there is the option to select "one-time payment" ($59.85 plus shipping) or "three easy payments" ($19.95 plus shipping).  An upgrade to Express Shipping is offered to those selecting the one-time payment.  With just the simple selection of "three easy payments" the customer, as is the case in many such online purchases from similar companies, is offered the option to buy an additional six-DVD package which offers additional/different workouts.  The extra Core Rhythms package costs about $80.  What is not clear is whether this extra cost will be incorporated into the "three easy payments" (making them more, of course), or not.

(Before reaching the check-out there is also the offer to buy a dietary supplement, but since I had no interest in that I had no experience with what would have happened had I selected it.)

From what I had seen of the website at that point, it appeared that there is no way to buy the additional package separately from the website, and that there is not a way to buy individual DVD's from the site either.  There is the possibility that I was wrong in my impression, but that would just back up my contention that the website is not designed in a customer-friendly way.  What I did see about the site was that some information is not available until a person indicates the wish to purchase the basic program, at which time there is some additional information (details) about the ordering/shipping process.

 It is noted that ordering the additional package will result in free shipping for the entire purchase.  Since shipping is shown as costing around $10 for the basic package, I found there was the temptation to quickly do the math (about $30 for the basic package only plus shipping at ordering, and about 20.00 in two more monthly payments; versus about $20 for the basic package at ordering plus either about $80 for the extra package or else plus one-third of $80 added to the initial payment).  Since there is no statement informing customers that the additional package will not be included in the "three easy payments" option selected earlier in the promise; and since it can be natural for users to assume it will be (other companies often include any extras in their payments plans); I was somewhat fooled into clicking "yes" for the additional program.  This meant, of course, that I would be spending far more at the time of ordering than I had planned.

Still not entirely sure that the extra $80 would not be included in the "three easy payments", the next screen I saw was the confirmation of the order.  This meant I had no idea how much my credit card would be charged.  I found it almost bizarre that there wasn't an intermediate screen that showed the total to be charged to the card.  Instead, that final, confirmation, screen showed $139. (and change).  If I recall correctly, it showed that amount as a "sub-total" (although there is the possibility that the term, "sub-total", did not show up until I received the confirmation e.,mail.  I believe, however, I saw the word, "sub-total", in both places.  At this point, you can see that I had become confused by the process.  

Those of us who have ordered similar products online in the past know that it is common to see first a "total", but then also see the exact amount of each payment.

Not at all pleased with the fact that I had felt "left up in the air" about exactly what I would be being charged, I was irritated enough to immediately e.mail Core Rhythms to tell them to cancel the order.  After all, at that point I was feeling as if I didn't know what I was being charged or when.  I was irritated at the lack of clarity on the Core Rhythms site and was - quite simply - fed up.  On the one hand, I wanted the product.  On the other hand, I didn't want it that badly.

Immediately after sending the e.mail to them, I received an e.mail with an order confirmation number.  Since I hadn't known that would arrive within about two minutes of my sending my "panicked" e.mail, I sent a duplicate and noted that this one contained the order number I had just received.  

In fairness to Core Rhythms, this was a Friday evening (although I was operating on Eastern Time; and based on the address on their website, the company is in California.  In fairness to me (and others like me), however, most companies send an automated e.mail to confirm receipt of customer's e.mails when nobody is available to respond to e.mails.  I received no such automated response for either my first or second e.mails, which left me feeling as if there was the chance I had not contacted the correct address (even though it was the only address given on the site).

When I did not receive any automated or other response by the next day, I sent a third e.mail and explained how and why everything had occurred; and confirmed that I did want to cancel the order.  This was Saturday, of course, so again there was no automated response.  At this point, I did not know what, if anything, I would be being charged; or whether the order was canceled and I would be charged nothing.

Today, Tuesday, I learned that my card had been charged the "one easy payment" for the basic program and the entire amount for the additional program.  

I called Core Rhythms to ask what I should do now, in view of the fact that I had canceled the order and had been billed anyway.  I was told (essentially), "Of course, nobody saw your e.mail.  There are hundreds of e.mails, and it can take three days before anyone sees your e.mail."  The customer service person told me that the order was "packaged for shipment yesterday" (Monday), so it was impossible to cancel it at this point.   While I understand that they may not see e.mails sent immediately, I do not understand or accept the idea that, at this point, it is impossible cancel an order.  After all, they claim that customers are sent an e.mail when the package has been shipped.  I have not received such an e.mail, so I can only assume that Fed Ex did not (as of that phone call this morning) have any package headed for my home.  From where I stand, it is not my problem that they don't read their e.mails for days.  The fact is I have copies of three e.mails sent within 24 hours of placing the confusing order, and they "packaged for shipping" on Monday (allegedly) when I had sent the third e.mail no later than Saturday morning.

The customer service clerk told me, without a doubt, that the additional, six-DVD, package is always paid in full at the time of ordering.  Again, a note stating this when a customer is deciding on whether or not to get the extra package would eliminate a lot of confusion.  My complaint with this whole situation hasn't been about the product or the price.  It has been about the half-baked way the whole ordering process is set up.

So, having been told that the order could not be canceled; and having accepted that if I want to send the stuff back and hope to get a refund that may be the only way to get my money back; I began watching my e.mail today for an e.mail that would tell the shipping information for the package that was sent out so "promptly" yesterday (and, yes, that could be seen as a positive thing for someone in a hurry to get their order).  It is after 6:30 p.m. Tuesday night; and I have not yet received any word about when, if at all, the package will be sent.  

I say, "if at all," because at this point I know I've sent three e.mails to say I don't want to product; and I've called; so I'm not sure that even if the customer service person said I couldn't cancel, maybe someone else at the company said otherwise.  

So, just as on Friday night I had no idea what my card would charged and when, or whether my "cancel" e.mail had been received; four days later, I still don't know what is going on.  Of course, to the best of what I've gathered, I have apparently paid an inconsistent, "one-third/no shipping" payment for the basic program, but then 100%/no shipping for the additional program - presumably all shipped in one package and under one order number.   I mentioned returning the shipment, and the customer service person acknowledged that there is a 30-day/money-back guarantee, and suggested I should try the program before deciding.  

I'll be honest here:  I decided not long ago to re-invest some of my earnings from online writing by buying items that I wouldn't mind having, but also, perhaps, using what I'd learned about some of them to do something like incorporate it into a blog or other writing.   I've been writing online for a couple of years now, I'm looking for new things about which I can write.  When I'm not writing on assignment, my online writing is "hobby" writing; and I'm in need of branching out beyond my usual subjects.  The way I've seen it is this:  I get to benefit from anything I buy.  I get to write about it.  I may even get to deduct it as a business expense at some point (not likely, but it's a thought).  Other people may benefit from what I write, and companies get that much more in sales.  It's a win/win/win/win/win situation (and without more details, there are yet two other wins in some situations).

Of course, it isn't exactly "winning" when one tries to order a product, only to become confused and left in "limbo" in as many ways as the Core Rhythms ordering process can leave a customer.  I have little doubt that if I were to keep the package (if it turns out I'm really getting one at all) I would probably like it.  I've researched it enough to have a good idea of what the DVD's are.  What I have serious doubt about, however, is whether I will find it difficult to get a refund if I return the package without opening it.  It occurs to me that the "money-back guarantee" may not count unless someone first opens the package, pretends to try to the program for the 30 days, and then waits for any refund.

In view of the fact that Core Rhythms is not willing/able to design their website in a way that is comparable to so many other websites that are far more customer-friendly, I do think anyone considering buying the program would be better off ordering it from somewhere other than Core Rhythms, itself.

Readers who have had the patience to read through all the details of my own experience with Core Rhythms will at least know what I did not know; which is that the additional, six-DVD, package is not included in the "three easy payments"; and that the approximately $139 "sub-total" is actually the total (and the amount that will be billed to the card).  In other words, if someone had planned on keeping the payments (including the initial one with shipping) under $50 don't click "yes" on the additional program.  

For the person who decides to go ahead and order the program through the website, one thought may be to go ahead and order the basic program, but when the offer of the additional package shows up on the screen copy the names of each DVD - and then try to buy them separately from another company.   Other merchants' prices range from being anything from lower to comparable to substantially higher than the Core Rhythms site price; of course, some merchants offer free shipping, so that's something else to consider.

I, personally, think it's unfortunate that the attractive, almost glamour-looking, Core Rhythms site , because it leaves the customer suspecting that the company is "all show".  

If and when I do receive the Core Rhythms programs, and if and when I decide to open the package and go through all the DVD's, I'll be back to this Hub to add my review of the program.

 

    

Note:  The program did arrive on Thursday.  My first impressions follow below.

Well, it is 7:56 p.m. Tuesday, and I just got an e.mail that I am apparently a trial member of "Club Core Rhythms". Ironically, the address from which this e.mail was sent is the very same address from which I was expecting to hear confirmations/more information of one sort or another about the order.

The e.mail says, "Click here to learn more."   I don't dare.

Bill problems aside (and not yet ironed out), Core Rhythms showed up, hanging in plastic bag on my mailbox today (two days after the order was shipped).

If you read my "companion" text above, you know that there was a problem with ordering and knowing whether or not the order had been canceled.  You also know that I wasn't sure if I would just send the whole business back; or open the package, check out the program, and take advantage of the 30-day money-back guarantee.

Well, the only reason I found myself at the Core Rhythms website was that I was originally considering buying the program; so, of course, there was that factor contributing to my curiosity.  Also - I'll admit it - I've been kind of bored for the last couple of days, so there was another factor that contributed to my deciding to look at the DVD's.  

To make a long story short (and not to suggest I don't have some major bones to pick with the company, and minor nits to pick with regard to the program), I like it.  In fact, I think I kind of love it.  For lack of a better way to describe it, it's a "happy" program.  It makes me smile.

The DVD's, themselves, appear to, in some ways, have better features than some fitness DVD's have.  In other ways, the visual quality can seem a little lower (even though it's probably not related to actual DVD/production, but to the colors and general appearance of what has been filmed).  There is, in some parts of the program, a "cheesy" (or maybe "cheesy-ish") look; while in other parts,  there really isn't that problem. 

Part of this impression comes, I think, from the fact that this is a dance-focused program, so the look of the DVD's is aimed at that.  Julia Powers and Jaana Kunitz are dancers with a fitness program, rather than fitness people with a dance program.  The glamorous women wear neon bell-bottom pants and midriff tops that show off bellybutton jewelry.  Throughout the program their hairstyles change from "wild and free" to stark; and unlike the usual "naturalness" seen in the looks of many fitness instructors, these ladies' hair color kind of screams "man-made".  I will admit that my first impression was, "Can I really take this program too seriously?" and "Are these just dancers with dancers' builds, who slapped together a lot of moves for a video, and called it a 'fitness program'?"  In the background there are other participants, and they look like most of the people we see in "the usual" fitness videos. 

The moves are performed on a light, hardwood, floor; but other than that, the setting looks very "black-and-purple-y".  Again, I know this is because the program is a dance-based one; and the idea is probably and precisely not to create the usual gym image.  Still, for those us accustomed to a less "neon" or dark-backgrounded fitness DVD, it can just seem a little different.  In parts of the video there is a large screen in the background, on which a close-up image of an exercising abdomen (with belly button jewelry) is shown.  Some have said they found this distracting.  I didn't.  In fact, Julia and Jaana are so "neon" and appealing, themselves, I don't notice the giant abdomen in the background (when it does show up).

The way in which the DVD's offer something a little more than some do is that they offer the option of the "normal" front view, a back view of the moves, a close-up view of the core in action, or a split screen that shows the front view and the close-up view.  I, personally, have no interest in anything but usual front view - but the other views are there if someone wants them.
This is a kind of silly thing to comment on, but between segments there is a kind of delightful little "icy sparkling, screen thing" that makes a tinkling sound.  It's a quick, split-second, thing that happens between segments; but it's kind of pleasant.    With the colors, the little twinkles between segment, the belly button jewels, and the instructors; Core Rhythms is clearly a somewhat more glamorous or fancy production than a lot of fitness programs are, but Julia and Jaana come across as likeable and professional.  They aren't the "rah-rah" kind of fitness instructors.  They simply and professionally explain the moves, while making the at-home participant like them, as people.

After reminding myself to be a little more open-minded as I sampled the DVD's, I realized that this is a program for people who don't want "the usual kind of fitness program".  The moves are moves that most anyone can do (provided they don't have arthritis or injury).  There are a few basic moves to learn.  From there, and although some minor additions are later added, it's all pretty much a matter of following along and doing what Julia and/or Jaana does.  It turns out the "neon look" makes following the fairly simple moves less boring.  The music is there but not distracting.   The more "specialized" (separate from the main workout) DVD's/workouts require some slightly more challenging moves; but, again, there aren't any moves that most healthy people would not be able to do.

What I realized is that this program doesn't even strike me as a fitness program (and I don't mean that in a way that implies it won't be effective).  It strikes me as a kind of blending of entertainment/fun with moving; and as something I'd want to do just for fun.  As someone without training in fitness, I am not qualified to comment on whether the workouts offer equal benefits that "usual" fitness programs would (although I've seen plenty of fitness programs; and most aimed at dance, rather than "hard-core" workouts, seem to offer similar moves.  (Most of these dance-focused programs are a matter of focusing on the core, involving enough muscles in the arms and legs, and moving fast enough and long enough to burn some calories.)  Common sense would tell any of us, though, that exercising regularly is always better than not exercising regularly; and that "getting moving" will always burn more calories than barely moving will.

The program is advertised as coming with free access to the Core Rhythms website, where users can find information, chat, and even a workout buddy.  It also comes with an "eating guide", which is a single-sheet that offers a few facts about metabolizing carbohydrates, as well as some fairly mainstream and simple meals.  When I had heard the term, "guide", I had imagined a small book.  Still, the few basic principles and easy-to-follow meal plans on the single sheet would actually be more useful to me than some guides that do happen to be books.  The package also includes the usual tape measure that these programs often include.  The Core Rhythms tape measure, like the DVD's, is slightly (only slightly) fancier than those that come with other programs.  It's a kind of "satin-y" material with the company's name on it. 

Any of the relatively minor "nits to pick" with the program are not, as far as I'm concerned, enough to make me say someone shouldn't buy the program.  Again, I've seen similar reactions to mine (when it comes to these minor issues) online.  I found that realizing this program is not the "usual" fitness DVD helped me overcome any minor issues I found.   My impression is that Core Rhythms would be a good program for anyone looking for a program that will get them moving (and I find it hard to believe that the person who follows the program correctly will not see an improvement in his appearance/fitness).  For the person who already has one or more program on DVD's, I can see Core Rhythms being a fun addition.

I have other programs, so whether or not I keep Core Rhythms remains to be seen, and is based on whether some of the "weird billing situation" gets ironed out.  As of now, the packing slip offered no answers to some of the questions I had.   The potential customer who knows ahead of time what I did not know, however, may find that ordering through their website is fine.  Still, I would probably recommend ordering the program from someone else who offers a comparable price (and maybe free shipping).

Having said all that, and in spite of my "disgruntlement" with the Core Rhythms website, the program, itself, just kind of makes me smile.