PersonalHour Pilates USReviews of personalhour.com

Response from PersonalHour Pilates USMay 22, 2025

Hi Meg, Thank you for sharing your experience — and we're genuinely sorry it hasn’t been better. We stayed in close communication throughout your order, including prompt replies to your shipping questions, guidance on setup, and a follow-up video after your request. That said, it’s clear parts of the experience still felt frustrating — especially around the cushion color and the delay in sending the replacement. That’s on us, and we’re now prioritizing that follow-up to get it resolved properly. Just to clarify for others reading: your order was placed during the peak holiday season, which often leads to extended processing and carrier delays across the industry — something we’re continuously working to improve around. Still, you deserved better coordination and clearer handling of the remaining issue. We appreciate your honesty, Meg, and we’re grateful for the chance to make it right.

Response from PersonalHour Pilates USMay 5, 2025

Thank you for sharing your feedback—we’re truly sorry to hear about your experience, and we take your concerns very seriously. Please rest assured that we take full responsibility and liability for every reformer we ship. Safety is our top priority, and any item found to have a manufacturing issue is always eligible for a 100% free replacement—including full reformers if necessary. We want to make it clear that we have no hesitation in replacing any product if an issue is verified, and we have done so many times in the past. If this issue hasn’t yet been reviewed by our technical or replacements team, we kindly ask that you reach out directly, through our website. This ensures your concern is handled properly and by the right people who are empowered to take action. We understand how frustrating it can be to feel unsupported, and we deeply regret if your experience with customer service felt different after your purchase. That is never our intention, and we are always working to improve. We appreciate your patience and your honesty—it helps us do better. Please give us the chance to resolve this for you properly.

Response from PersonalHour Pilates USApr 29, 2025

Hi Bonnie, We care deeply about our customers - and just as deeply about the people on our team. While we understand your frustration, this review leaves out critical details and misrepresents what happened. Your original order was fully customized with a longer lead time. After choosing to cancel, you were refunded. Unfortunately, in the process, our staff was subjected to language and behavior that caused real emotional harm. We take pride in supporting our customers, but we also protect our people. Despite all this, you placed a second order. That order was canceled, and before we could process a refund, a credit card dispute was opened and as is standard, the funds were then frozen by the payment provider - not held by us. We cannot refund what we do not have. Once the dispute is resolved, if the funds are returned to us, we will issue a refund minus cancellation and dispute fees, as stated in our policy. We do not - and will never - keep money without delivering even more value in return. Our thousands of happy customers can attest to that. We stand by our work, our integrity, and our team. And we respectfully draw the line when public claims cross into harm. We wish you well and hope this clears up the situation for anyone reading.

Response from PersonalHour Pilates USApr 23, 2025

Hi Kelly, We’re sorry for the frustration and understand your reaction. We’ve reviewed what happened and are working to improve our processes. Thank you for your feedback.