PersonalHour is a U.S.-based Pilates equipment brand dedicated to making high-quality, beautifully crafted reformers accessible for home and studio use. Founded with a mission to bring the Pilates experience to more people, we combine thoughtful design, customizable options, and expert support to help every customer feel strong, balanced, and inspired on their wellness journey.
PersonalHour Pilates US (personalhour.com) has 233 customer reviews on Five Star Index, with an average rating of 4.6 out of 5.
Also known as
personalhour.com
Website
personalhour.com
Category
Fitness & Weight Lifting
Location
Dublin, Ohio
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 96% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Customer Review – Exceptional Service from Nadia
I had an outstanding experience purchasing my Pilates Reformer, thanks to Nadia’s exceptional customer service. She took her time, explained every detail clearly, and guided me through the decision-making process with patience and genuine care. Her professionalism and knowledge made the entire experience smooth and stress-free.
The delivery process was excellent fast, well-coordinated, and my reformer arrived within just one week. I truly appreciate the level of support and attention I received from start to finish.
Highly recommend!
Melissa Lowe
Response from PersonalHour Pilates USDec 9, 2025
Thank you, Melissa! We’re very glad to hear the team was able to support you so thoroughly and make the process smooth from first questions through to delivery. If you ever need anything as you continue using your reformer, we’re here to help!
BJ
Bobbie Jo B.
First let me start by saying this…
First let me start by saying this product is top quality from the wood (maple) the stainless steal bars, the entire reformer/trapeze. I don’t mind spending more for long term quality.
While I did have a few hiccups, Joseph was right there to answer any questions and to take care of everything. That is what I call excellent customer service!!
I want to let everyone know that on their website they have a Library with information on each equipment. There are videos for those just beginning. It is a wealth of information.
I couldn’t be happier with my product. I plan to use it daily once, I figure out all the gadgets and how to use them😁
This is going to be a nice journey! I would love to add a photo however, I’m not tech savvy 😂
Response from PersonalHour Pilates USDec 9, 2025
Thank you, Bobbie! We’re very glad to hear you’re happy with your reformer and that any hiccups were quickly taken care of. It’s great that you’re finding the online library and videos useful as you get to know all the features. If you ever have questions as you continue on this journey, we’re always here to help.
JC
Judy C.
Instructions not included with…
Personal Hour did reach out and will be replacing the jump board. I do love the reformer and it is great quality. I was overexcited to use the jump board and failed to put the foot bar down for support.
Instructions not included with equipment you have to spend a lot of time searching the internet for setup. If you get the jumping board make sure you put the foot bar behind to support it, I just pushed on it twice and it broke. There is no phone to call have to communicate with email and it has been over a week and I don't know how to replace the board
Response from PersonalHour Pilates USNov 26, 2025
We’re sorry for the frustration you’ve experienced, Judy, and we’d like to clarify the full context for you and for anyone considering a PersonalHour Pilates reformer and jump board.
1. Instructions & safety warnings are provided
a- Every jump board ships with a printed safety warning stating that the foot bar must be placed behind the board to support it, otherwise it can break under pressure, and is considered misuse.
b- We also provide a usage video on our website and YouTube that shows exactly how to install and safely use the jump board. Here is the link: https://youtu.be/dnF1X1HAZAs
2. Your BBB claim and their decision
- You filed a complaint with the Better Business Bureau regarding this same issue. After reviewing the case and the materials we provide, the BBB removed the claim as unfounded, confirming that we had supplied clear instructions and warnings for safe use of the jump board.
3. What happened with your jump board
The breakage you described is consistent with using the jump board without the required support of the foot bar behind it, which is why this is considered misuse rather than a manufacturing defect.
4. What we did after the BBB decision
- Even though the BBB ruled in our favor and removed the complaint, we still chose to act in good faith. Before this review was posted, we had already been in active email communication with you and confirmed that we would send you a complimentary replacement jump board at our expense. You replied confirming it and thanking us, then later you went ahead and posted this review.
5. How our customer support works
As we are still growing our team, it’s true that we don’t run a public call center number, but:
- Our team responds via email support, and
- Any customer can request a free one-on-one consultation call through our website, before or after purchase, for help with setup, safety, or training questions. The link is here: https://personalhour.com/products/reformer-consultation-call
Our contact emails and consultation call request can also be found on our clearly published 'Contact Us' page on our website.
We fully understand how upsetting it is when equipment breaks during exercise, and we don’t minimize that experience. At the same time, it’s important for future customers to know that:
- Instructions and safety guidance for our jump boards are clearly provided, in writing and in video form.
- The BBB has already reviewed and removed this complaint as unfounded.
- We went beyond what was required by offering a free replacement jump board even after that decision.
- We remain committed to bettering our instructions, and responsive customer support for every PersonalHour customer.
If you’d still like help with setup or have questions once your replacement arrives, we’ll gladly schedule a call and walk through everything step by step.
BB
Bryan B.
Incredible machine!!
Incredible machine!!! This thing is built to last a lifetime!!! It is a silent machine, it makes zero noise while using. Loved it so much I ordered another Nano Elite Plus. Now we have two!!!!
Response from PersonalHour Pilates USDec 9, 2025
Thank you, Bryan! We’re really glad to hear you’re enjoying your reformer and that it feels solid and quiet in use. If you ever have any questions as you keep working with it, we’re here to help.
ME
Melissa
Great reformer and excellent customer service
After a lot of research, I ordered the Nano Elite Plus. I scheduled a customer service phone call, and the representative was incredibly helpful. The reformer was in stock and I received it quickly. The shipping packaging ensured the reformer arrived in perfect condition. It was easy to set up and it is wonderful! The reformer is solid and well-constructed. I cannot be more pleased with this purchase.
Response from PersonalHour Pilates USDec 9, 2025
Thank you, Melissa! We’re very glad to hear the Nano Elite Plus arrived quickly, was easy to set up, and that the support you received over the phone was helpful. It’s great to know the packaging did its job and that you’re pleased with how solid and well-constructed the reformer feels. If you ever need anything, we’re here to help.
HG
Heidi G.
Excellent Experience
The communication between me and Personal Hour via email was prompt and very helpful as I had a lot of questions. I ended up ordering a floor model of the Zous reformer. It was ordered and delivered within 3 weeks. It was delivered in mint condition. Easy to set up as it was mostly put together.
Response from PersonalHour Pilates USDec 9, 2025
Thank you, Heidi! We’re glad to hear our email communication was helpful as you worked through your questions and that your showroom Zous arrived quickly, in mint condition, and was easy to set up. If anything comes up as you keep using it, we’re here to help.
JM
Judy M.
Great updates after purchase on status…
Great updates after purchase on status of preparation, pick-up, and tracking shippment.
Response from PersonalHour Pilates USDec 9, 2025
Thank you, Judy! We’re glad to hear the order updates and tracking information were helpful throughout the process. If you ever need anything else or have questions about your equipment, we’re here to help.
SV
Sam V.
Love It!
The delivery was excellent! The reformer arrives ready to go. What parts did add on are easy since I have been working on a reformer for close to a year.
The how to fold and unfold could use a better “how to” video. I need to figure out the pulley system when folding, that works for me.
I’m using the Personal Hour app for my workouts and I like them and once again easy to set up and follow.
My Zous Pro is an investment but it’s worth it. No driving time, no monthly fee, no hassles scheduling classes.
Happy Pilates all around.
Response from PersonalHour Pilates USNov 17, 2025
Thank you so much for sharing this, Sam. We’re thrilled to hear how much you’re enjoying your Zous Pro and the app. And thank you for the note about the folding video - we’re on it. If you need anything, please reach out.
