Katie L.
Absolute scam
Not only did I not receive the promised 28 day nutrition plan and workouts but my board also turned up broken with a dodgy ai generated leaflet of a woman using the machine. The sliders jam on both sides and won’t work. When I tried to contact about a refund I’ve been totally fobbed off in spite of the ‘30 day guarantee’. I haven’t had a response to my request for a full refund and was offered a 15% refund instead, so honestly the whole thing seems like a scam with some clever marketing. Really regret my purchase as I could have gone to 4 actual reformer classes rather than be disappointed by what is effectively a resistance band badly attached to a bit cheap bit of plastic. I will be ignoring Instagram ads from now on. UPDATE I had been in contact with the team over the past month to share my experience and see what could be done. I was eventually told a full refund would be issued - which was then backtracked and now to be able to get a refund I have to send the board back to the Netherlands at a cost of £50 to myself. I reiterate - absolute scam and waste of money. Save yourself the hassle and go to an actual class - I have chronic illnesses and couldn’t get to a class myself so I was hoping to find something that I could do from home. What a way to take advantage. I’ll stick to mat Pilates and yoga from now on. …. I was never offered a 30% goodwill discount - I was offered a 15% discount. Could you please send me details of a contact number so I’m able to ship this back to you. It’s not visible anywhere on your website. It is also extremely misleading that you have your office address based in London on your website whereas you actually have to return it to the Netherlands. I never would have ordered it in the first place if that was clearer. My mistake and I’ve learnt from it. I did actually get some new resistance bands following this utter disappointment and am seeing fantastic results really quickly - so thank you for reminding me that the simple ways are actually more effective and less likely to disappoint and break.
Response from ReformlyJul 18, 2025
Hi Katie, We’re genuinely sorry to hear that your experience hasn’t been what you hoped for, that’s definitely not the standard we want to set. Just to clarify: the 28-day challenge and the personal nutrition plan are included with your purchase, and we already sent these your way, but it’s possible they got lost in your inbox or in your junk/spam folder (ugh, tech 😩). We’d love to resend everything and make sure you can access the full experience as intended. Regarding the refund: we do stand behind our 30-day guarantee, and it’s definitely not the case that we won’t help you. We’ve offered a partial refund so far as a gesture of goodwill, but if something arrived damaged or faulty, we’ll absolutely make that right. That’s not up for debate. Would you mind dropping us a quick message at [email protected]? That way we can go through everything clearly, fix any misunderstanding, and make sure you’re properly taken care of. We’re a small team trying to do good things and we hate to hear when someone feels let down. Let us fix this for you, please! Replying regarding your update: We’re truly sorry to hear that you still feel this way, especially because we’ve really done our best to find a fair and supportive solution for you. From the beginning, we’ve offered multiple resolutions: a free replacement board, a 30% refund as a goodwill gesture, and provided you with full access to all the extras that come with your order including the 28-day challenge and personal nutrition plan. We genuinely hoped that one of these options would work for you. You’ve since requested a full refund, which we completely understand and as per our 30-day guarantee, that’s absolutely possible. However, like most international companies, we do require the product to be returned before issuing a full refund. This policy is clearly explained on our website, both before purchase and during the checkout process. Our return hub is based in the Netherlands, a central location that allows us to support all countries we serve. We understand that international returns can be inconvenient, and we truly wish we could offer local solutions everywhere, but that simply isn’t logistically feasible for us yet as a growing brand. We never want our customers to feel taken advantage of - quite the opposite. We created Reformly to help women feel strong, supported and empowered at home, especially those who can’t attend in-person classes. And we’re truly sorry that this experience hasn’t reflected that mission for you. If you ever decide you’d still like to return the board and complete your refund, our team will be here and ready to help as we've done so far. Warmly, Team Reformly



