PersonalHour Pilates USReviews of personalhour.com

Love, love my Janet 2.0 Foldable Reformer. It’s quiet and very pretty. Much too heavy to fold daily, but I love that the option is available.

So far, I ordered during the Mother’s Day sale. They called me 3x (every day after my order) to try to get me to pay for additional shipping to get the unit earlier although they claim the unit is ready to go they are holding ti try and make additional cash. I refused all 3 times. However on the 3rd attempt the customer service team (Kate) said they would be shipping the unit the following week which was 5/14. Since then there has been no communication, no response to emails or phone calls. I will be contacting Shop to initiate a claim against the company if I don’t get any response.

Love my reformer came quickly easy to put together and fold away when not using. I can’t wait to to supplement my classes with it

I ordered Janet Elite 2.0 floor model around end of April and received the item on May 7th. First, I chose personalhour because it is a US company with a storefront and a support team (I’m glad that I did). Second, I ordered floor model because of a good discount and I don’t mind it being lightly used. The problem with floor model is they have to unpack and repack all the parts vs. have everything nicely packed from the manufacturer. When my Janet arrived, two main parts are damaged - one is the frame and the other is the carriage with headrest. I contacted the support team immediately. The damages are obviously from poor packaging - like I said it’s a floor model and it wasn’t re-packed securely enough to be shipped again. I finally received all the replacement parts on May 23th about 2.5 weeks later. The customer service is great, however I feel the time for resolving issue is too long. I had my reformer parts out in the living room for 2 weeks - didn’t know what to do with them. Also I need to pay to get rid of the damaged parts since they are too big to dump in my trash can. However, now that I can start using my reformer, I have to say this is a high quality product - just like in a studio. It’s beautiful, quiet and space saving. It is perfect. I recommend buying from personalhour other than Chinese knockoff on Amazon especially when there is any issue with the reformer Iike I had. They truly stand by their products. I wouldn’t recommend the floor model though - not sure it’s worth going through the troubles for a discount. I hope in the future they will pay more attention when shipping the floor models to customers.

Very poor customer service. There is apparently a delay in shipping my unit, and I have received only scant information about the delay. Better communication with customers would be extremely helpful, rather than leaving us in the dark as to when our unit will be shipped.

I absolutely love this reformer!!! Amazing quality, easy to assemble and so easy to fold and store in the closet, which is a huge plus. Such a great investment I don’t regret purchasing this at all.

Before I begin, I'd like to note I am located on the West Coast. People ordering within Ohio or the Eastern time zone may have a more positive experience. I ordered the Nano Max in February. The estimated delivery window was March 24 - April 9th. On Monday, April 7th, I hadn't received any updates. So, I emailed their tracking email address. I didn't receive a response within the 48 hour window, so I scheduled a phone call for April 14th at noon. When April 14th rolled around, I did not receive a phone call. I started to think this company was a scam. No one was emailing me back and no one called me back. I then sent an email to their issues email. This was April 14th: eight weeks after I ordered my reformer, and five days after it was supposed to be delivered. I then got an email four hours later stating the reformer was shipped the previous week. I got a tracking number. When I checked that tracking number, it said it was delivered. I emailed back and got a phone call from Mark the next day. It was then that I finally got a direct line of communication to Personal Hour. If Mark had not given me a phone number, I don't know if I would have had success getting this reformer delivered to me. On April 24th, Personal Hour told me the shipping company AAA Cooper had my reformer. Personal Hour then gave me a brand new shipping number. I went back and forth with AAA Cooper for two weeks to figure out where my reformer was. They couldn't find the freight in their lot with the new tracking number I was provided. Turns out, it was returned to Personal Hour weeks prior. It took two weeks to find out no progress had been made to ship my reformer. It took another week and a half to get my reformer delivered. I finally got it on May 13th. As someone who has worked in marketing and customer service, it is disappointing Personal Hour put the responsibility on the consumer to coordinate their own freight. It is the equivalent of me giving them free labor. I am a personal trainer and Pilates Instructor. I bought this reformer to see how the quality was. If I liked it, I was going to get five more for a studio I'm opening next year. I also specifically got the Nano Max because I can attach a tower to it. Now, with this shopping experience, I just can't trust a tower will get delivered if I order it. If I hadn't been persistent, and if Mark had not given me a direct phone number to Personal Hour, I would have had no choice but to claim fraud. I'm disappointed because I like the product, however, it is not worth the headache. I lost money because I have clients that specifically wanted to work with the reformer during that time. And now, I have to buy a reformer from another brand, so I can have one with a tower. TL;DR It took an additional four weeks, ten phone calls to Personal Hour, six phone calls to the freighting companies (yes there were multiple), and over a dozen emails to both Personal Hour and the freighting companies to finally get my reformer delivered.

Fast delivery!! Excellent quality!!