PersonalHour Pilates US Reviews 68

I placed an order based on what was available on the website and paid for the items in good faith. Two days later, I received the phone message from Kate wanting to talk to me about my order. Since I’m several hours behind their time, when I called back, I only received a voicemail. So I left a message. The next day, Kate called once again but left a more detailed message to tell me that they were out of two items that I ordered. I called back and left a message letting her know that if you’re out of those two items just refund me for those two items, and send everything else. Crickets. The next day I called them and spoke with someone. They told me that if I want a refund for those two items that they were out of, I would have to pay a 2% chargeback fee. I thought that was ridiculous because I paid for the items based on the fact that it showed ‘available’ on their website. If they are out of it, they should just give me a refund and send everything else. The person on the phone told me that was out of his control, and he would have to speak with someone else about it. I asked him what was my alternative and he said maybe you can pick out something else on the website that you want. I thought that was ridiculous because I already took time out to choose what I wanted. If they don’t have what I need they shouldn’t charge me money to get a refund. He said he would get back to me. it’s been a week. I have not heard back from anyone. I emailed, no reply. I called and left a message, no reply. Based on the other negative comments, it seems that their communication is not very good and if they can’t send me my items, they need to give me a full refund and I will not plan on ordering from them in the future. At this point, I don’t know if or when they will be sending anything to me because they haven’t updated me on anything by email nor a phone message.

Date of experience: June 25, 2025

Reformer was crated and packaged well. Customer service answered any and all questions. Love the Janet 2.0 reformer.

Date of experience: June 25, 2025

I have assembled the reformer and was impressed with the quality. I also love that it can be folded and stored elsewhere. I would have benefited from a direct link or copy of updated assembly instructions. Luckily, my previous experience with reformers allowed me to figure it out.

Date of experience: June 27, 2025

I ordered from PersonalHour Pilates on June 27, 2025, and had a genuinely great experience from start to finish. The website was easy to navigate, the product descriptions were clear, and checkout was smooth. What really stood out was the quality of the Pilates equipment — sturdy, well-designed, and exactly as advertised.
Customer service was prompt and helpful when I had a quick question about shipping, and my order arrived on time and in perfect condition. It's clear that this company takes pride in what they do and truly understands the needs of their customers in the Pilates and wellness space.
I highly recommend PersonalHour to anyone looking for reliable and professional Pilates equipment.

Date of experience: June 27, 2025

My Zous reformed arrived within 2 weeks and it is beautiful. The feel is luxurious and it glides so smoothly.
The only issue with had was that 2 screws do not go in properly. It’s like the screws are too small for the holes. It’s where the lift bar for folding the reformer is. It’s not a big deal and I’m thinking I can just get a little bigger screw for there. Doesn’t affect the performance on my reformer at all. And with so many screws in it, this is a minor inconvenience. Everything else went together well. It took me about 2 hours to assemble on my own.
Love it!

Date of experience: June 19, 2025

Customer service was amazing. Answered my questions quickly to help decide which reformer would work best for me. Received reformer timely and was easy to set up (had to google instructions). Carriage is smooth in mobility and I've enjoyed using it almost daily.
Janet Elite 2.0 – Foldable Pilates Reformer

Date of experience: May 30, 2025

Such amazing quality recommending this to all of my friends!!!

Date of experience: June 16, 2025

I love my reformer and my sales person, Nadia, was great! The reformer doesn’t come with any written instructions so you have to work off a link. That’s not such a big deal, but the instructions are not current so you have to figure out a few things on your own. If I didn’t know how a reformer works, I may have been more confused. Also, the parts sheet should come with pictures of the parts since not everyone knows the names of the parts. I do love my reformer though!

Date of experience: June 10, 2025

I ordered the Janet Elite and I absolutely love it. It's solid, silent, a beautiful color (winter white), and I've used it every day for 2 weeks now.

The folding style is what sold me initially, and it's easier to fold than I expected. I also worried that it wouldn't be smooth over the fold, but I was happily wrong...

I picked an in stock item and it arrived in under a week (I'm in NC). When one of the parts came in the wrong color, the owner immediately sent the right one without asking for a cumbersome return of the wrong one.

They also responded to a number of emails asking questions while I was trying to decide what to buy.

An unexpected benefit was that it comes with the sit box and jump board. I didn't care about either of these really until I tried them, and now both are part of my routine.

Over all super happy and plan to buy more accessories in the future.

Date of experience: June 03, 2025

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.

Date of experience: June 03, 2025

Came fairly quick and wrapped up secure. Nothing was broken. Great

Date of experience: May 28, 2025

The three biggest positives are; the personal advisement, the ease of purchase and delivery, and the quality of the machine. I called to request information regarding various models and I was advised professionally and personally. Once I made the purchase, the machine arrived in a timely manner. When it was assembled I realized the fabulous quality of the machine. The entire experience was seamless.

Date of experience: June 06, 2025

Easy to put together. Great quality. Fast delivery! I'm so happy!!

Date of experience: May 29, 2025

I love my Janet 2.0 Pilates Reformer. It is sturdy and very attractive. The pdf instructions were not efficient or sufficiently helpful with putting the Reformer together. It was disappointing.

Date of experience: May 15, 2025

It is a beautiful machine. It came in a timely manner, putting it together with no problem since we bought the showroom model.

Date of experience: May 27, 2025

The company customer service team is very professional and trustworthy and reliable. They stayed in contact with me to let me know what was going on with my purchase and shipment status. I even called on a Sunday because I had received a box on Saturday that said 2 of 2. I was like where is 1 of 2. I was going to wait until Monday, but, I was too anxious. I called Sunday afternoon. Someone answered the phone. They were there to do some extra work for the company. When, I explained my situation, the young lady took her time to help me with the status of my other box and sent me an email with the shipment company name and phone number. She could have kindly asked that I call back during normal duty hours. Top notch customer service.

Date of experience: May 15, 2025

Love, love my Janet 2.0 Foldable Reformer. It’s quiet and very pretty. Much too heavy to fold daily, but I love that the option is available.

Date of experience: April 29, 2025

So far, I ordered during the Mother’s Day sale. They called me 3x (every day after my order) to try to get me to pay for additional shipping to get the unit earlier although they claim the unit is ready to go they are holding ti try and make additional cash. I refused all 3 times. However on the 3rd attempt the customer service team (Kate) said they would be shipping the unit the following week which was 5/14. Since then there has been no communication, no response to emails or phone calls. I will be contacting Shop to initiate a claim against the company if I don’t get any response.

Date of experience: May 11, 2025

Love my reformer came quickly easy to put together and fold away when not using. I can’t wait to to supplement my classes with it

Date of experience: May 18, 2025

I ordered Janet Elite 2.0 floor model around end of April and received the item on May 7th. First, I chose personalhour because it is a US company with a storefront and a support team (I’m glad that I did). Second, I ordered floor model because of a good discount and I don’t mind it being lightly used. The problem with floor model is they have to unpack and repack all the parts vs. have everything nicely packed from the manufacturer. When my Janet arrived, two main parts are damaged - one is the frame and the other is the carriage with headrest. I contacted the support team immediately. The damages are obviously from poor packaging - like I said it’s a floor model and it wasn’t re-packed securely enough to be shipped again. I finally received all the replacement parts on May 23th about 2.5 weeks later. The customer service is great, however I feel the time for resolving issue is too long. I had my reformer parts out in the living room for 2 weeks - didn’t know what to do with them. Also I need to pay to get rid of the damaged parts since they are too big to dump in my trash can.

However, now that I can start using my reformer, I have to say this is a high quality product - just like in a studio. It’s beautiful, quiet and space saving. It is perfect. I recommend buying from personalhour other than Chinese knockoff on Amazon especially when there is any issue with the reformer Iike I had. They truly stand by their products. I wouldn’t recommend the floor model though - not sure it’s worth going through the troubles for a discount. I hope in the future they will pay more attention when shipping the floor models to customers.

Date of experience: April 30, 2025