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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The quality of the reformer far exceeded my expectations. It is an incredibly well built product and comes with tons of extra accessories. However it didn't come with installation instructions, which was frustrating. The installation videos online were all of slightly different models and very confusing.
Response from PersonalHour Pilates USJan 22, 2026
Thank you, Ashley - we’re really happy to hear the reformer exceeded your expectations. We appreciate your feedback on the instructions and are actively improving both our written guides and installation videos to make everything clearer and easier.
EM
Emily M.
Great Reformer, Installation not ideal
The shipping and delivery were fast and great. The compact packaging of the reformer was very nice. Unloading it was simple. Putting it together not so much as there were no installation/assembly instructions for the specific reformer I purchased (Janet Elile Plus). I found instructions for other Janet models but there were so many differences. What was advertised as 15 minute set up took me over 3 hours to figure out.
Using the reformer has been good. Simple and easy to fold down and up, high quality parts, and I can workout way more often than going to a studio. I do recommend.
Response from PersonalHour Pilates USJan 22, 2026
Thank you, Emily - we’re glad to hear you had a great delivery experience and that you’re enjoying the quality, foldability, and day-to-day use of the reformer. We appreciate your feedback on the assembly instructions for the Janet Elite Plus and are actively improving model-specific guides to make setup clearer and faster.
JH
Jody H.
Wrong star knobs for machine were…
Wrong star knobs for machine were shipped. Great customer service, although I'd prefer to talk to someone on the phone, but on such an expensive piece of equipment this should not happen.
Response from PersonalHour Pilates USJan 22, 2026
Thank you, Jody - we appreciate you sharing this and we’re glad our team was able to help. We’re sorry for the incorrect part and agree that this should not happen, especially on a premium product. Your feedback helps us further strengthen our quality checks.
JT
Jane T.
I love my reformer and it is very well…
I love my reformer and it is very well built, comes with all the extras that others don’t. The only not so great things are the directions to put it together. Once I hit the box open I found the directions which included how to open the box. Strange that I would need those after I opened the box. I found the directions hard to follow and ended up with some extra pieces that I’m not sure where they go. The only thing I find frustrating is the ropes give way when I’m using them sometimes. I’m hoping with use they will get better.
Overall I think it is a fantastic piece of equipment, especially for the price.
Response from PersonalHour Pilates USJan 22, 2026
Thank you, Jane - we’re really happy to hear you love the reformer, its build quality, and the included extras. We appreciate your honest feedback on the instructions and the ropes, and we’re actively improving our guides and reviewing these details to ensure an even better experience.
SG
Sarah G.
I’ve had a good experience with customer service
I’ve had a good experience with Personal Hour, however their logistics company CEVA has been the issue.
My reformer arrived damaged and the package where the damage occurred had several boot markings on it clearly showing someone walked to the reformer. Also they did give me a delivery date and time, however they were several hours past the delivery window.
Personal Hour has been very responsive to my emails and photos documenting the damage. Even going as far as answering me during the weekend. Fortunately the frame is the only item damaged and Personal Hour is shipping me a replacement. Excellent customer service on their end.
Response from PersonalHour Pilates USDec 20, 2025
Thank you for taking the time to share your experience and for recognizing our customer service team. We truly appreciate your patience and the detailed feedback.
You are correct that the issue you experienced was related to the shipping carrier, not the equipment itself. Situations like damaged freight and missed delivery windows are unacceptable, and while they are outside of our direct control, we fully take responsibility for resolving them for our customers.
To prevent issues like this moving forward, we have taken concrete steps to improve the delivery experience. We have started working with new shipping companies, expanded our logistics partners, and strengthened our internal operations to better support large-equipment deliveries. These changes are specifically aimed at improving handling standards, delivery accuracy, and overall reliability.
We’re glad we were able to respond quickly, even over the weekend, and arrange a replacement for the damaged frame. Supporting our customers and standing behind our products is extremely important to us, and we’re committed to continuously improving both our service and shipping experience.
Thank you again for your understanding and for giving us the opportunity to make this right.
JA
JamestonLake
Wonderful support from the CEO
I’m updating my review to reflect the full resolution of my experience.
Shortly after receiving my reformer, I experienced an issue with the jump board that ultimately came down to not having clear, product-specific setup guidance at delivery. There was no instruction manual included, and I did not initially receive links to the installation or usage videos. Because of that, I used the jump board as I have on other reformers, not realizing that this model requires the footbar to be positioned in a specific way to properly support the jump board. For anyone purchasing this reformer, I strongly recommend confirming footbar placement before use, as this detail is important.
Customer service considered this misuse and was not helpful. After sharing my concerns here, Nadia, the founder of PersonalHour, reached out to me directly. She took the time to thoroughly review what happened, speak with her team, and understand where communication had broken down. She acknowledged that clearer guidance should have been provided upfront and shared that the company is now improving how jump board setup details are communicated prior to delivery so future customers have better clarity.
As a gesture of care, my jump board was replaced at no cost, and additional thoughtful items were included. I appreciate the personal accountability, responsiveness, and follow-through shown by leadership. While I do wish this level of support had been available earlier in the process, I ultimately feel taken care of and respect how the situation was resolved.
I’m glad my feedback contributed to improvements that will help future customers, and I appreciate the company’s willingness to listen and adjust.
Response from PersonalHour Pilates USDec 20, 2025
Thank you for taking the time to update your review and for sharing such thoughtful and detailed feedback. We truly appreciate your openness and the opportunity to learn from your experience.
You’re absolutely right that clearer, product-specific guidance around jump board setup should have been provided at delivery. While our reformers are designed to be intuitive, certain configurations—especially the jump board—do require specific footbar positioning to ensure proper support and safe use. Your feedback helped us identify a gap in how this information was being communicated.
As a direct result, we have started sending clearer communication and awareness materials about jump board setup before and after delivery. This includes improved written guidance, clearer references to installation and usage videos, and proactive reminders about correct footbar positioning so future customers have full clarity from the start.
We also appreciate your recognition of the personal outreach and accountability taken to resolve the situation. Standing behind our products and our customers is extremely important to us, and we’re glad we were able to make things right by replacing the jump board and supporting you through the resolution.
Thank you again for your patience, for allowing us to address the issue properly, and for contributing feedback that helps us improve the experience for future PersonalHour customers.
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.
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.
