PersonalHour Pilates USReviews of personalhour.com

Response from PersonalHour Pilates USJun 22, 2026

We’re sorry for the frustration this situation has caused, Daphne, and we do want to clarify the timeline for anyone reading. Your order was placed on May 3 with an estimated 3–4 week delivery timeline. On May 3, you contacted us about changing the payment to installments, and on May 4, you let us know you wanted to keep the order as originally placed. On May 28, you called and explained that you would be traveling and would not be available to receive the shipment within the original estimated delivery window. Because this is a large freight delivery, our team had to take that into account rather than risk sending a reformer when no one would be available to receive and inspect it. After reviewing our standard communication channels, the next written message/call we found was on June 5, when you requested cancellation and informed us that a bank dispute had already been opened. Because the dispute is still open, we are currently waiting to hear from the banks before we can proceed in any direction. While that process limits what we can do operationally, we still want to resolve this fairly and reasonably. A member of our team will be reaching out soon to speak with you and work toward the best possible resolution. PersonalHour Team

Response from PersonalHour Pilates USFeb 19, 2026

We’re very sorry to hear about your experience, Martina. The color was not changed because the system defaulted to black when the custom color selection was not properly captured. We sincerely apologize for this and would like the opportunity to make it right. Regarding timing, this order was placed as on-demand production, which is clearly listed on our website with an estimated 8–12 week timeline. For clarity, PersonalHour is not a drop-shipping company. We design our equipment, continuously innovate, oversee production, and clearly disclose on our website that manufacturing takes place both in the U.S. and internationally to ensure the highest quality standards. Claims of fraud or misrepresentation are inaccurate. We are always happy to help, support, and resolve any issue.

Response from PersonalHour Pilates USJan 26, 2026

Mary, thank you for sharing your concerns. After carefully reviewing our records, we located an On-Demand order placed by Damon Duncan on December 18. On-Demand products have an estimated production and delivery timeline of at least 8 weeks, which is clearly displayed on our website before adding to cart as well as clear in our shipping policy. Additionally, we spoke with Damon on January 7, at which time we explained that the expected delivery window for this reformer is mid-February. We completely understand how disappointing it can be to wait for a gift, and if this model were available in stock, we would gladly have shipped it sooner. However, this order is proceeding within the stated and communicated On-Demand timeline. We remain available to assist in any reasonable way and are happy to provide updates at any time. Your reformer is currently on track for delivery around mid-February.

Response from PersonalHour Pilates USOct 14, 2025

Thank you for flagging this, Port. As you know we called you quickly, clarified the mix-up (color), apologized directly, and arranged shipment of the correct equipment immediately. You should receive the correct equipment shortly, and we're also arranging the pickup of the first unit, as agreed. For everyone reading: we’re grateful for Port’s patience and constructive feedback. When we fall short, we move fast, communicate clearly, and make it right. We’ll continue to monitor delivery through completion and remain available for any follow-ups.

Response from PersonalHour Pilates USSep 26, 2025

Hello Kailyn, We are truly sorry that your delivery experience felt frustrating. For clarity to readers, here are the verified details of this order: • PersonalHour reformers are sold with curbside delivery by default. We do offer a white-glove service in limited areas when specifically requested at the time of purchase, but this option was not selected for this order. • Our carrier (Estes) attempted delivery on multiple occasions and made repeated phone calls to the numbers provided, but was unable to reach you. • Because the shipping service does not include scheduled appointments beyond the carrier’s call-ahead window, we arranged—at our cost—for a no-signature drop-off to avoid storage and redelivery fees. • After the reformer was delivered, the payment was disputed by you with the credit-card processor. The processor independently reviewed all shipping and delivery records and decided in our favor, reinstating the original charge. • We also note that this review was posted within 24 hours of the processor’s decision. While we regret that this process caused stress, these steps—and the independent payment review—reflect our commitment to fulfilling orders exactly as advertised.

Response from PersonalHour Pilates USSep 5, 2025

Dear Kirsten, We are truly sorry this experience was stressful for you. Our installation videos — the very first step in our support library — show how to open the shipping crate safely, but we understand that you ran into difficulties before being able to access those resources. We did our best to assist once you reached out, though we regret it didn’t resolve the situation in time. Because we care about our customers, we reimbursed you the $150 you spent to have the crate opened, even though this would not normally be covered. We have also reached out again to make further amends and are awaiting your response. To everyone reading: shipping challenges are rare, but when they happen we work hard to make things right. This is reflected in the vast majority of our verified reviews, which highlight smooth deliveries, quality reformers, and responsive customer care. We sincerely apologize that this situation could not be smoother for Kirsten, and we remain committed to learning from every case and providing the best experience possible for all of our customers.

Response from PersonalHour Pilates USMay 31, 2025

Hi Brandon, We’re sorry for your frustration and want to clarify a few important points. The shipping option you selected at checkout was our discounted 8-week delivery option, which is offered as a lower-cost choice but does take longer to schedule — this was confirmed in your order and again in your communication with us on May 12. We understand this shipping model caused some confusion, which is why we’ve recently removed that option and now use standard shipping (faster but more expensive) going forward to avoid these situations. As for your order: it is in process, and we are working to schedule it as quickly as possible. Expediting it through other routes at this stage would unfortunately result in a loss for us, as the cost difference exceeds the margin on this order. We are doing our best to fulfill it promptly within the terms originally selected and confirmed. That said: if you’d prefer to cancel the order instead, simply let us know — we’d be happy to refund it directly. We do not want any customer to feel dissatisfied or misled. If a chargeback is filed instead, please note that this process may take longer, as credit card companies will review all order details and shipping terms before making a decision. A direct cancellation/refund is much faster and simpler for you. If you choose to continue, we will of course ship your order as soon as possible and keep you updated. We do appreciate your business — and while this situation is frustrating, we want to resolve it in the way that is best for you.

Response from PersonalHour Pilates USMay 29, 2025

Hi David, We truly understand how frustrating it is to be left without clear updates, especially when you're working within a tight window. While this delay isn’t the experience our customers are used to — or should ever expect — we want to reassure you that your order has been prioritized and we’re working closely with our shipping partner to meet your timeline as best as possible. We’ve already been in touch with you about the delay, and we’ll continue to stay on top of it until it’s resolved. Thank you for your patience — we’re committed to getting this right.