brian M.
Excellent Service Recovery
Hello, paid in full for a reformer at the end of November. Its February now. Zero communication. I then get an email stating it's been delivered. It hasn't and I cannot call because there is no phone number or get anyone to correct this. I don't know if it will still delivered, when or if I've just been scammed. Will this help with getting someone to talk to me and tell me the status?? Update: The glitch with the shipping was corrected with a generous upgrade and immediate shipment of a reformer which was received on 2/12. Well packaged, easy to put together and impressive quality. 1 star changed to 5 star due to prompt response to review and solution which exceeded expectations.
Response from PersonalHour Pilates USFeb 9, 2026
Thank you so much for your honesty and for taking the time to share your feedback. Because of people like you, we learn, improve, and continue working harder every day to provide the best possible service. We sincerely appreciate your patience and understanding while we corrected the shipping issue. Your experience matters deeply to us, and we are grateful that you gave us the opportunity to make it right. It means a lot to know that the reformer arrived safely and that you are happy with its quality. We remain committed to improving our communication, systems, and overall customer experience so that every customer receives the level of service they deserve from the very beginning. Thank you again for your trust and support