PersonalHour Pilates USReviews of personalhour.com

The Pilates reformer I ordered arrived on time and is a great piece of equipment we use daily. But customer service is terrible. Order fulfillment of accessories is a joke. I still have not received a round carpet I ordered in July!!!! Customer service doesn’t even respond. I have been asking for a refund of the non-fulfilled accessories for months but no response. And they advertised an app that doesn’t have much content. Getting other items I ordered was like pulling teeth. Not worth the effort to deal with.

The box arrived and there was a note taped to it stating the box and the contents of the box had been inspected for quality assurance. My second day of trying the reformer I felt it dragging and noticed dust had formed on one side of the carriage. I found out that one complete side had all of its bolts missing and the carriage was scraping against the wood frame because it did not have its support that those missing bolts provided. I reached out with pictures and videos in an email and was told I’d receive the bolts, a hex key, and 2 extra bolts right away. Welp. They arrived and ended up being the wrong size bolts. So I reached out again with pictures showing the bolts were different sizes and was told the right sized bolts would be shipped that night. I haven’t been able to use the reformer I purchased for 2 weeks because of this and the disappointment is that I excitedly read the quality assurance note that was on the shipping box and ended up with something that does not back it up. Had the reformer arrived in the condition the quality assurance note stated it would, I know this would have been a different review. But missing bolts that are crucial to the functionality of the reformer and then being sent the wrong sized bolts is not a way to start a new experience with a company I am new to

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.

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.

I am not very satisfied with my shopping service. The received goods are all scratched. I contacted customer service and was only willing to compensate me with $50. I couldn't return the item and had to accept this option. I chose a 4-star logistics service, but for the product and your customer service, I can only give it a 1-star rating,