PersonalHour Pilates US Reviews 190

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 I was very excited to get it set up, and unfortunately had a negative experience in the out of date booklet and lack of content.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.

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 pleased with my Zous reformer from PersonalHour. I was waiting for three months for a reformer from another company and ended up canceling because they were having logistical problems. I ordered the in stock Zous reformer from PersonalHour and received it in less than two weeks. I must say I am pleased with the quality of this reformer and how whisper quiet it is. I’ve done several workouts on this bad boy and I must say, I am pleased. I did pay for in home delivery but did not receive that service and I was promised a refund. It’s been two weeks now and I have yet to receive it. (Hence the 4 stars). Stars will be adjusted once refund is received. Overall I am satisfied with this purchase. Also, I do own an entry level reformer. I am amazed at the difference between the two. I feel that there is so much more that I can do with the Zous that I couldn’t do with my other reformer. I had problems with wheels falling off and shoulder rests splitting. These are things that prompted me to invest in a more studio quality reformer. I have no regrets.

“I’ll be honest—my experience didn’t start off well. My order took longer than the expected 12 weeks, and I found the initial customer service to be very frustrating and unresponsive. However, after reaching out to leadership, I was contacted directly by the Nadia the CEO and COO Joseph, and that completely shifted my experience.

They were attentive, took full accountability, and worked quickly to resolve the issues I had with both customer service and shipping. It was clear they genuinely care about their customers and their reputation, which made a meaningful difference. Based on how well they handled my grievance I would purchase a reformer from them again.

Most importantly, the reformer itself is excellent quality—well-made, sturdy, and absolutely worth the wait. While the process had its challenges, the way they handled the situation and the final product have left me with a positive impression overall.”

I find it much easier to find fault than to compliment. That being said….

I am thoroughly impressed with not only my Janet 2.0 Elite reformer but also the company as a whole. It took me well over a month to decide on exactly which reformer to purchase from Personal Hour as it had to fold and easily maneuver into a closet when not in use. I had a lot of questions in several emails to customer service. Each one was answered quickly. Everyone was extremely helpful.

My reformer was just delivered. The shipping crate was constructed better than most houses. Unpacking it is definitely a two person job. The quality of materials used and the construction of this reformer epitomizes what it means to be Made in America. Something which is sorely lacking today. During unpacking I damaged the footbar cover. I emailed the company Friday evening and inquired as to how I could replace it. They responded to me the next day, Saturday, saying they would replace it at no charge. Who does that? It was my fault.

Every single piece (and I mean EVERY) of the reformer is high quality and beautifully crafted. I am a very picky person and can find no fault with anything. It functions perfectly and the bed is whisper quiet. I look forward to using it for many years to come. Well worth the price and the 8 week lead time!

We recently added these reformers, towers and cadillac to our studio and have been happy with how they’ve supported our growing class schedule. The carriage is smooth, the setup is straightforward, and they’ve been a solid, reliable addition for both instructors and clients. A great option for studios looking to expand their equipment and increase capacity.

I purchased the Zous Pro reformer in early March. It arrived within a week (Ohio to Maryland). It was well packaged, & the delivery communication was great. There was minimal assembly on my part. I should mention, I had never taken a reformer class, & I still managed fine. Seriously, I had never seen a machine in person even. There are videos & the manual on their site. I am taking private lessons to learn how to use the machine. The instructor brought up an adjustment for my height that confused me (she was using a different brand of machine). I emailed Personal Hour, & they helped me figure it out. Emails were very timely & polite. I have seen others complain about getting customer service, but when you email, as thet request on the site, you get an expedient response. Very, very happy I took the chance with this company.

We’ve had a great experience working with Personal Hour. The team has been incredibly responsive, helpful, and flexible throughout the ordering process, which made a big difference as we were getting our studio up and running. The reformers themselves are well made, smooth, and feel sturdy, and the design is clean and elevated. Overall, a really positive experience and would definitely recommend.

I love this reformer, it folds nicely and fits my smallish workout room perfectly. It's really quiet and smooth operating as well. I stopped in at the Dublin Ohio store and was shown all the reformers which helped me decide on the folding one better than just looking at them online. I tried several in the store and they all look to be really well made, so if you cannot go to the store, you won't be disappointed by the quality. I'm so glad I don't have to drive to a studio and pay over $250.00 a month any longer.
Thank you
Cheryle

Purchased the Nano Pro Max in Bone and LOVE it! It is as nice, (probably nicer) than the reformer I use at my gym/studio. Met with Chris and he helped me decide between the Janet and the Nano Pro Max. Ultimately I wanted the heavier, sturdier reformer but both were amazing. (I figured I may get my husband and boys to possibly use it and wanted the additional options for spring tension. If you’re looking for a reformer— this is where you want to purchase from a local OH company. Pick up was a breeze and they helped uncrate and load it into our vehicle.

I recently purchased the Personal Hour Nano Elite Plus Reformer with Tower, and I couldn’t be happier with it. The machine is absolutely beautiful and feels very high quality. The carriage is incredibly smooth, and the padding is comfortable, which makes workouts really enjoyable.

Installation was surprisingly easy, and everything felt well-designed and solid once it was set up. One of the things I appreciate most is the spring mechanism—it offers so many combinations that it truly works for every level, from beginner to advanced. It gives a lot of flexibility for different workouts and progressions.

I’ve only had it about a week, but it already feels like a fantastic addition to my home studio.

Customer service has also been spectacular. I made a mistake during the ordering process, and their team bent over backwards to help me find solutions and options so I could still get exactly what I wanted. That level of support really impressed me.

Overall, I highly recommend this reformer to anyone looking for a beautiful, well-built machine with excellent functionality and outstanding customer service.

I absolutely love my new Personal Hour reformer. It is very solidly built, was easy to assemble, was packed very well for shipping, and arrived in less than two weeks. And I love that it looks like a piece of beautiful furniture in addition to being so functional. Would highly recommend.

Excellent customer service and amazing quality!

I wanted to go see first hand what these machines were all about. I was given LOTS of time, provided with great information, and was not rushed or overwhelmed. I felt like they really listened to what I wanted and what I was looking for. I was so impressed with the customer service and knowledge of of the staff!! The experience was truly great. I do think it's worth it to come by if you are in the area. The machine that I thought I wanted really wasn't the one I needed, and one of the accessories I thought I didn't want, I did after trying it out. They offer so much customization, and so many options, you can't really go wrong!

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.

Extremely happy with my reformer—well made, sturdy, beautiful, and functions perfectly. Order processed early, delivery on time, and driver was helpful. Great experience!

Great customer service and a great table!

I had to pick a retirement gift and since I live in Ohio, I was able to visit the Dublin showroom. Super easy to schedule an appointment online with several time slots available. Shakira gave a great demo of different machines and pros and cons. Very low key and patient with all of my questions. BEAUTIFUL showroom! I felt I was in a high level spa! Once I got home, I had a few more questions so I emailed Shakira. I later sent an email to the general email and Nouna responded promptly. I have since ordered and picked up the Janet 2.0 elite. I was able to pick it up in a week. Gentlemen putting it in my car were very careful as it was not in the big box like they use for shipping since we picked it up. They were patient waiting for us to do a tie down and a blanket over it in our truck. Excellent experience. Easy to set up with the video on the website. I then worked out with a video also on their site. As a newbie to reformer Pilates, I recommend the purchase from Personal Hour. Top notch company. Machine is so beautiful and very well-made. I have it in my family room! I would highly recommend.

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.