PersonalHour Pilates USReviews of personalhour.com

Response from PersonalHour Pilates US· Dec 20, 2025

Thank you so much for your kind words and for trusting Personal Hour with your home reformer purchase. We’re truly grateful for your support and thrilled to hear how much you love your Nano Elite Plus with Tower. To support you and our growing community even better, we have expanded both our customer service and operations teams. As more people choose PersonalHour for their Pilates journey, it’s important to us that the experience—from ordering to delivery and beyond—matches the high standard of our equipment. Your feedback means a great deal to us and motivates our team to continue improving, growing, and delivering not only beautiful, high-quality Pilates reformers, but also reliable service and support our customers can count on. Thank you again for the recommendation and for being part of the PersonalHour community

Response from PersonalHour Pilates US· Dec 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.

Response from PersonalHour Pilates US· Dec 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.

Response from PersonalHour Pilates US· Dec 9, 2025

Hi Kimberly, Thank you for sharing this – we’re really glad you’re loving your Nano Pro Max Adjustable and that it compares well to the studio reformer you’ve been using. In many cases the half trapeze can be added later, but it depends on your exact configuration. For any assistance, please reach out to [email protected]. We’ll also help you sort everything out! Thank you again for choosing PersonalHour!

Response from PersonalHour Pilates US· Dec 9, 2025

Thank you, Liz! We’re glad to hear you’re loving your reformer and that it arrived quickly. If you ever need anything or have questions as you use it more, we’re here to help.

Response from PersonalHour Pilates US· Dec 9, 2025

Thank you, Cammie! We’re so glad to hear you’re enjoying your new reformer and that the setup and use feel easy after your previous one. If you ever have questions or need anything as you keep using it, we’re here to help.

Response from PersonalHour Pilates US· Dec 9, 2025

Thank you, Kara! We’re really glad to hear you’re happy with your Janet Elite Plus and that the smooth carriage and build are working well for you, along with the app for your home classes. If you ever need anything or have questions as you continue using it, we’re here to help.

Response from PersonalHour Pilates US· Dec 9, 2025

Thank you, Janet! We’re very happy to hear that your reformer arrived ahead of schedule and that you’re enjoying the quality, the app, and our story. It means a lot that you’re already telling others about us—if you ever need anything, we’re here to help.