PersonalHour Pilates USReviews of personalhour.com

The team was very communicative about my purchase and what to expect. Delivery was with Estes and they helped bring the crate to my door and opened the lid to ensure my new reformer was not damaged. I would say the videos weren’t as straight forward because I felt like I needed to search for the correct ones in the app. If the videos had a filter option so I can only focus on set up rather than all of them at once, this would be awesome. Completely love my reformer and hope to have more consistent new workout videos in the app!

Love the Pilates reformer and service was very good! Instructions or lack of instructions on putting it together were horrible.

I’m very happy with my Janet reformer. I’ve had it for 2 months. Shipping was excellent and well communicated. The wheels started squeaking after a month. Product support was great. They were quick to respond. We even did a FaceTime call. First tried oil but that didn’t work. They sent me new wheels and that solved the problem. The reformer is solid and the accessories are just right. The box is very comfortable. The pulleys, ropes and springs are as expected. I use it several times a week

I am going to write as detailed of review as possible for my order. I have gone over many reviews and still had questions. I had an interest in the Napolie Plus cadillac reformer combo with 14” legs. As someone who is shorter and enjoys being able to do lunges and box work on the ground, it was my preferred height, as opposed to the 22” clinical height. The photos and description on the Personal Hour website for that particular reformer were not as detailed as I had hoped. You cannot zoom in on the photos online. The base model Napolie had stated it included all sorts of accessories (such as the jump box, platforms, etc.), but the Napolie Plus did not state such details. The option to order on-demand colors as opposed to “in-stock” or “almost ready” would not let me pick colors when I had tried. It would just go straight to the “Shop” checkout. My biggest gripe is that I kept seeing the Napolie Plus with extra eyebolts attached to the vertical frame so you could hook springs to whichever one you wanted depending on if you wanted to do arm or leg workouts on either side of the frame. I saw the Napolie Plus on Facebook, Instagram, and on the Personal Hour app workout video with this option. I tried to get clarification if the 14” Napolie Plus would also have the eyebolt option since I kept seeing them on the 22” frame. I got three “yes” and one, “Let me check that for you, we might have to custom order that option.” My particular Napolie Plus I received did not have the eyebolt options nor the holes in the vertical bar to offer the ability to add them. As far as ordering and timeline, I ordered the Napolie Plus that was in-stock and ready to be shipped to Las Vegas, NV by 2/25. I ordered 2/14 and the product shipped 2/18 from Atlanta, GA. The truck then went past Las Vegas to Fontana, CA. I received a call from Ceva Logistics to schedule delivery for 2/25. Ceva called me 2/24 and stated they didn’t have the crate and would call me back when they had possession of it. Ceva called me back on 2/25 letting me know they had possession of the crate and to schedule delivery on 2/27 from 0900-1300. The deliverers showed up at 0830 without a call letting me know they were on the way. They did offer to bring my crate into the garage with a pallet jack, and I tipped them. The crate had outside damage and I noted that on the waybill. It was not a salvageable crate. The cadillac reformer came from China. The crate was also sealed differently than what was shown on Personal Hour’s video of “How to open your crate.” Matteo, from customer service, was able to email me back on how to appropriately open the crate. Fortunately, none of the parts inside had any damage. As far as putting the cadillac reformer together, there is a huge gap in instructions. We printed out the online pdf on how to put our cadillac reformer together. The instructions don’t match the product. If you look at the instructions, the numbered and lettered items don’t match up to what they are pointing at. You will have missing parts if you compare what is on the pdf versus what you get in the box, such as the toolkit, bolts, etc. If you go to the YouTube videos, the products and assembly can be different as well. Some videos and photos show the metal leg bracket cover in different directions. There are just a lot of discrepancies, so you have to look at Personal Hour’s website photos (this is where zooming in would have helped), YouTube videos from Personal Hour’s account, and the instructional pdf. My husband was able to put the cadillac reformer together, but it was quite frustrating. I would have preferred having double ended clasp hooks instead of caribiner clips for the springs. Some videos and photos online show one or the other on their units. It is difficult to switch springs with the caribiner clips. The company needs to have uniform instructions and parts. I also ordered a dowel and the lifetime warranty option. The dowel and oils/cleaners/lotion were separately shipped from the office in Ohio. The good part about my order is that the Napolie Plus is beautifully made. It is quite sturdy. The carriage and springs are smooth and quiet. Just remember to cut the zip ties that hold the springs in place for shipping, otherwise you will have noisy springs. The upholstery seems durable. The box, cadillac platform, foot platforms, trapeze, push through bar, straps, springs, and fuzzies, are of great quality. The foot bar is a pull up and out to adjust the height/level style, not the handle with locking clips to adjust to height/level style. The Personal Hour app is handy. They do need to add more workout videos. There are only a handful, so do not expect an app with all of the workouts you will need. I hope my review is helpful for those interested in this particular product. I have already recommended the company to Pilates friends.

Everything was as described. Assembly though minor, did take a little longer than anticipated. Two of the wheel brackets didn’t seem to mount correctly.

I will add 3 stars to this review. The CEO of the company contacted me within a day or two and resolved the issues noted below. She provided a cashback offer and made sure that our reformer was delivered the next week. The reformer itself was well packed and appears to be very high-quality construction. I held back one star because there were no assembly instructions included. Hopefully the company will address this in the future. You stated I would get either a veteran or senior discount but i got neither. Now the shipment is delayed at least a week because you didn’t pay the shipping. I hope the product is better than your customer service!

PersonalHour really goes above and beyond. Their customer support team was helpful when I had questions about customization and shipping. The reformer arrived well packaged and ready to use, and I’ve noticed a real difference in my workouts. Highly recommend for home Pilates enthusiasts.

The reason for the 4 stars is because of the heaviness of the reformer and if the assembly is daunting for someone who does not do that well. But , the videos online for assembly ae great! Other than that, it is perfect! It is beautiful as well. It is worth the trouble of putting it altogether. So far, I am happy I took the plunge and bought it.