PersonalHour Pilates USReviews of personalhour.com

Reply from PersonalHour Pilates USJan 22, 2026

Thank you, Ashley - we’re really happy to hear the reformer exceeded your expectations. We appreciate your feedback on the instructions and are actively improving both our written guides and installation videos to make everything clearer and easier.

Reply from PersonalHour Pilates USJan 22, 2026

Thank you, Emily - we’re glad to hear you had a great delivery experience and that you’re enjoying the quality, foldability, and day-to-day use of the reformer. We appreciate your feedback on the assembly instructions for the Janet Elite Plus and are actively improving model-specific guides to make setup clearer and faster.

Reply from PersonalHour Pilates USJan 22, 2026

Thank you, Jody - we appreciate you sharing this and we’re glad our team was able to help. We’re sorry for the incorrect part and agree that this should not happen, especially on a premium product. Your feedback helps us further strengthen our quality checks.

Reply from PersonalHour Pilates USJan 22, 2026

Thank you, Jane - we’re really happy to hear you love the reformer, its build quality, and the included extras. We appreciate your honest feedback on the instructions and the ropes, and we’re actively improving our guides and reviewing these details to ensure an even better experience.

Reply from PersonalHour Pilates USDec 20, 2025

Thank you for taking the time to share your experience and for recognizing our customer service team. We truly appreciate your patience and the detailed feedback. You are correct that the issue you experienced was related to the shipping carrier, not the equipment itself. Situations like damaged freight and missed delivery windows are unacceptable, and while they are outside of our direct control, we fully take responsibility for resolving them for our customers. To prevent issues like this moving forward, we have taken concrete steps to improve the delivery experience. We have started working with new shipping companies, expanded our logistics partners, and strengthened our internal operations to better support large-equipment deliveries. These changes are specifically aimed at improving handling standards, delivery accuracy, and overall reliability. We’re glad we were able to respond quickly, even over the weekend, and arrange a replacement for the damaged frame. Supporting our customers and standing behind our products is extremely important to us, and we’re committed to continuously improving both our service and shipping experience. Thank you again for your understanding and for giving us the opportunity to make this right.

Reply from PersonalHour Pilates USDec 20, 2025

Thank you for taking the time to update your review and for sharing such thoughtful and detailed feedback. We truly appreciate your openness and the opportunity to learn from your experience. You’re absolutely right that clearer, product-specific guidance around jump board setup should have been provided at delivery. While our reformers are designed to be intuitive, certain configurations—especially the jump board—do require specific footbar positioning to ensure proper support and safe use. Your feedback helped us identify a gap in how this information was being communicated. As a direct result, we have started sending clearer communication and awareness materials about jump board setup before and after delivery. This includes improved written guidance, clearer references to installation and usage videos, and proactive reminders about correct footbar positioning so future customers have full clarity from the start. We also appreciate your recognition of the personal outreach and accountability taken to resolve the situation. Standing behind our products and our customers is extremely important to us, and we’re glad we were able to make things right by replacing the jump board and supporting you through the resolution. Thank you again for your patience, for allowing us to address the issue properly, and for contributing feedback that helps us improve the experience for future PersonalHour customers.

Reply from PersonalHour Pilates USNov 26, 2025

We’re sorry for the frustration you’ve experienced, Judy, and we’d like to clarify the full context for you and for anyone considering a PersonalHour Pilates reformer and jump board. 1. Instructions & safety warnings are provided a- Every jump board ships with a printed safety warning stating that the foot bar must be placed behind the board to support it, otherwise it can break under pressure, and is considered misuse. b- We also provide a usage video on our website and YouTube that shows exactly how to install and safely use the jump board. Here is the link: https://youtu.be/dnF1X1HAZAs 2. Your BBB claim and their decision - You filed a complaint with the Better Business Bureau regarding this same issue. After reviewing the case and the materials we provide, the BBB removed the claim as unfounded, confirming that we had supplied clear instructions and warnings for safe use of the jump board. 3. What happened with your jump board The breakage you described is consistent with using the jump board without the required support of the foot bar behind it, which is why this is considered misuse rather than a manufacturing defect. 4. What we did after the BBB decision - Even though the BBB ruled in our favor and removed the complaint, we still chose to act in good faith. Before this review was posted, we had already been in active email communication with you and confirmed that we would send you a complimentary replacement jump board at our expense. You replied confirming it and thanking us, then later you went ahead and posted this review. 5. How our customer support works As we are still growing our team, it’s true that we don’t run a public call center number, but: - Our team responds via email support, and - Any customer can request a free one-on-one consultation call through our website, before or after purchase, for help with setup, safety, or training questions. The link is here: https://personalhour.com/products/reformer-consultation-call Our contact emails and consultation call request can also be found on our clearly published 'Contact Us' page on our website. We fully understand how upsetting it is when equipment breaks during exercise, and we don’t minimize that experience. At the same time, it’s important for future customers to know that: - Instructions and safety guidance for our jump boards are clearly provided, in writing and in video form. - The BBB has already reviewed and removed this complaint as unfounded. - We went beyond what was required by offering a free replacement jump board even after that decision. - We remain committed to bettering our instructions, and responsive customer support for every PersonalHour customer. If you’d still like help with setup or have questions once your replacement arrives, we’ll gladly schedule a call and walk through everything step by step.

Reply from PersonalHour Pilates USDec 9, 2025

Thank you, Judy! We’re glad to hear the order updates and tracking information were helpful throughout the process. If you ever need anything else or have questions about your equipment, we’re here to help.