PersonalHour Pilates USReviews of personalhour.com

I had a horrible experience with Personal Hour when purchasing my Pilates reformer. From the beginning, communication was poor, but the biggest issue was the way delivery was handled. The representative I dealt with, Mark (Sr. Customer Support), was rude, dismissive, and repeatedly cut me off when I tried to explain the problem. On Personal Hour’s website, they claim to offer appointment delivery, but that was never provided even after I specifically requested it. Instead, I was told to stay home from 8 AM–5 PM and just “hope they show up,” which I did multiple days and is completely unreasonable for a delivery of this size and value. After waiting three weeks for delivery, I asked for the reformer to be sent back. Instead of helping, Mark personally called the shipping company and told them the return was refused. He then instructed them to just leave the reformer at the bottom of my apartment stairs, with no signature required, even if I wasn’t home. On top of that, he tried to charge me additional money even though the company had failed to deliver the product as promised. Adding to the frustration, Personal Hour offers no real way to contact them except through email. Emails go unanswered until you escalate the situation by disputing the charge with your bank only then do they suddenly respond.This entire process was stressful, dishonest, and completely unprofessional. I would not recommend doing business with Personal Hour unless they make serious changes in how they treat customers and honor the services they advertise.

Overall a nice home reformer! It glides very well, the attachments/add-ons are very nice and was very easy to assembler. Reasons for taking away 1 star: The straps are not as nice of quality as the studio versions (too soft/no grip). The foot bar covering is already loose and difficult to adjust.

I am so incredibly happy with my reformer and the service I received from Personal Hour!!! I bought the Janet Elite 2.0 for use at home, and the quality is even better than I expected. The six springs give great options for resistance, everything is built very sturdy, and as a small girly, it was easy enough to build and folds up for storage without much trouble. I bought a showroom model, meaning I got a perfectly new, quality reformer for an awesome price (using a payment plan). It shipped super quickly because it was in stock, and it arrived in perfect condition. I've been using it almost daily for a month now, and I would absolutely recommend it to anyone who might be on the fence.

Great reformer at a great price. Quick delivery and great customer service. TY

We went with the Nano Elite Plus. Absolutely love the reformer. Feels sturdy and smooth. Arrived in less than 2 weeks. The app is very limited and I’m looking into subscribing to a different app, but the reformer is amazing for the price compared to its competitors. Easily could have paid double the price with another company. Thanks personalhour!

I rarely leave reviews, but my experience with this company deserves to be shared so others know what to expect. I purchased a reformer that was quite expensive, and from start to finish the entire process has been frustrating, stressful, and disappointing. The reformer arrived in a crate that did not match the one shown in the company’s own instruction video. The latches were completely different, and the lid was nailed shut all the way around. With no customer service phone number and no way to get quick assistance, I was forced to figure out how to get the crate open myself while it sat on my front lawn before rain hit. It ultimately took a mallet and a screwdriver just to access my machine. If I hadn’t been able to get the crate open in time, I’d be dealing with water damage on top of everything else. Once unpacked, the problems only got worse. The instructions for my specific model (Napolie Pro) were not only incomplete but also didn’t even match the reformer I received. The hardware didn’t match either. I initially thought I was missing pieces and filled out the “missing/damaged items” form online, but instead of quick help, I had to wait until the company’s earliest available support call, two days after delivery. I was also only able to schedule that support call, because I found a link to the page through a google search attempting to find a customer service number, none of which exists. On that call, the technician admitted this is a known issue, the company does not have accurate installation instructions for their reformers. To me, that is completely unacceptable. He often didn’t know what he was talking about, had to disassemble a reformer himself to figure things out, and there was even a point where we had confusion with some bolts and my partner figured the issue out before he did. During that particular issue my partner had confirmed several times with him that we needed four long bolts for each of four separate pieces on the machine and then told him that we only had eight long bolts and were given eight short bolts. He asked us to show him on camera more than once and then said he needed to disassemble that part to confirm what was happening before he could authorize sending us extra bolts. That really ticked me off, because I wasn’t asking for anything extra, only to be sent what I should have been sent in the first place to be able to assemble the machine that I paid for. Luckily my partner figured out the mixup and informed him. I had to waste a lot of time being talked through steps that should have been laid out in simple instructions over an uncomfortable video call. Assembly was a nightmare. Steps had to be undone and redone repeatedly because nothing was clear. At one point, holes wouldn’t align properly, and it took a friend of mine who is a structural engineer to finally get it together. I had also scheduled a second support call because of that issue and ended up keeping it to ask about a mystery strap and the fuzzy handles. Even then, the tech couldn’t demonstrate the strap properly, and I learned that installing the fuzzy handles would require partially disassembling the top frame again. At this point, I’m simply leaving them off. Beyond assembly, the quality was disappointing. The poles arrived dirty, sticky, and scuffed, looking second-hand, not brand new. There are some scratches on the rails, a small spot that looks like a dent in the wooden frame, a piece of wood has already chipped out of one leg, a bolt with damaged threads that wouldn’t screw in properly, and missing finishing caps. The company seems to know their instructions are inadequate yet chooses not to fix it. At the very least, they should reach out to customers before delivery to schedule a support call, or better yet, invest in proper instructions created by a professional. This was a huge purchase for me, and it has been nothing but frustration. Lesson learned, the next piece of Pilates equipment I buy will be from Balanced Body. No amount of “savings” is worth the wasted time, stress, and poor quality I experienced here.

If I could give this company ten stars, I would. We live in a somewhat remote mountain area in Idaho. Shipping required a third party service that was delayed in getting my equipment here on time. After letting Joseph know I couldn't review the company since I hadn't received the product yet, he immediately put Customer Support on the problem. Mark Valentine with Customer Service tracked down the problem and both Mark, an amazing representative and Joseph Shomali, Chief Operating Officer went above and beyond to keep me informed of the progress of delivery and how to keep updated. This company is a true Customer Service giant. After confirming delivery, they even sent pdf files to help with set up and trouble shooting, and let me know I could reach out any time for any problems I might have with the machine. Set up was a breeze, and I love the quality of the machine. Thank you Personal Hour, and your executives for making my experience better than I ever hoped for!

The reformer shipped very quickly and was delivered without any issues. The unit was mostly preassembled and the rest was very easy to put together. I also have to highlight the design is very good quality, glides smoothly, and I love that it's very easy to fold back up if need be. Definitely would recommend.