PersonalHour Pilates USReviews of personalhour.com

firstly I love my reformer, however I have never used any other to compare it with. I feel it is well made. On the down side i tried to get a custom color and it was a huge mistake. It tool 3 months to fulfill the order and when I got it was the wrong color. After tedious and half ignored emails I did get compensated with a few free items. The customer service is very slow and extremely difficult to talk to a live operator unless they think you are buying. The user app seems to be improving, however much improvment is needed. I do recoment personal hour because the machine is well build and at a good price. But customer service is low.

The reformer arrived packaged very well in a crate. Minimal packaging and clean! I was very excited to get it set up, and unfortunately had a negative experience in the out of date booklet and lack of content. I don't want to search their website to find updated material, and the lack of a live agent or phone number is frustrating. This is an expensive and a beautiful machine; and it is a bummer to not have better customer support. Once Mark called me back, he was very helpful; however, I am still addressing the app after 10 days. I cannot find on demand or the search will not work to sort classes, nothing on the tower and instructor classes... They are constantly sending $50 off for items in your cart or offering 10% off, but the codes do not work. The company needs to put time and energy into communication and timely correspondence. Pilates is suppose to bring balance, strength and center relieving stress...Personal Hour needs to figure out how to remove the chaos in their poor communication and manuals.

So far no good. I have yet to set up machine since delivery. Company was supposed to set up as I paid for white glove delivery and set up and they simply dropped off the machine a day earlier than scheduled without contacting me. This all was after a scheduled delivery and set up. Tried reaching Personal Hour via email since there is no phone number to call anywhere and I have yet to hear from them 24 hours later. Updated review - adding two stars since they replied to my review immediately and explained the situation. And the reformer is sturdy and well made. Zero complaints about the machine itself. However, their info regarding white glove delivery is murky at best. When ordering there is (was) an option that costs $65 clearly stating “delivery and installation”. You’d be hard pressed to find additional info regarding “white glove service” so I assumed the “delivery and installation” was just that. Only now was I informed that the white glove service is actually $700, which is absolutely ridiculous. Also, their website has a form to fill out that will be sent to the appropriate person to address the issue. I completed that form, with pictures. Replies take 24-48 hours. There is a section on their site that states, please don’t email separately directly to the email address provided if it is for the same issue as the submitted form. I followed their instructions as they requested and they dismissed my issue with lack of reply from them because of that. And contrary to their recent reply to this review, there is NO phone number to call them. Nothing attached to shipment other than their certificate of inspection with a QR code that takes me to installation instructions. A phone number was only provided in response to this review.

I love the quality but how can someone ship orders without instructions to put it together. No parts list. A lot of guessing about what goes where and finally to top it all one leg came broken- it was loose in the packing. I am anxious to use it and now the bootstrap is not installing. The customer service replies and that’s a good thing but how can a manufacturer not have QC before shipping no parts list and no instructions. Never seen this before.

I purchased the Janet and there is a problem with the two legs that are attached over the hinge. They do not fit because the hinge adds about 1/4” to the width of the frame. I am using blocks of wood instead of the legs to support the frame. For the price I would have expected that to have been fixed in the design phase - also, I saw feedback after I tried to assemble, so I’m not the first to experience this issue.