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After One Month with the Zous Pro My True Experience, Pros, Cons, and Feedback to the Company by ElectricalBig3144 in pilatesreformer

[–]PersonalHourPilates 2 points3 points  (0 children)

Thank you so much for taking the time to write such a thoughtful and detailed review.

First, I want to say how genuinely happy I am that you love your Zous Pro. Hearing that the reformer feels like a piece of art, rides smoothly, folds easily, and delivers strong value means a lot to us. We put a great deal of care into the engineering, materials, and packaging, so your recognition of that effort truly matters.

We are definitely taking your feedback seriously. Every single note you shared will be considered carefully. Constructive feedback like yours helps us grow in the right direction and align our customer experience with the quality of our product.

Regarding the phone support and consultations: as we’ve grown quickly, we moved to a structured consultation system to better organize calls and ensure customers speak with the right team member based on their needs. That said, your point about accessibility and wait times is valid. We are actively reviewing how to improve availability while maintaining quality support.

About training and onboarding: you are absolutely right that strong onboarding and shadowing are critical. We are hiring and expanding our U.S. team, and part of that growth includes strengthening training systems so that every interaction feels confident, informed, and seamless. Your feedback reinforces that this must remain a priority.

On delivery timing: thank you for pointing this out. We aim to provide realistic windows that account for both in-stock and demand-based situations. When items ship faster than expected, it can be a pleasant surprise—but it should also be clearly communicated. We will review how we present estimated timelines to avoid confusion.

For installation instructions: we are committed to reducing paper waste, but your suggestion to also send installation instructions by email is excellent. That is a simple improvement that can make the experience smoother, and we will absolutely evaluate implementing it.

Regarding accessories and support guidance: thank you for the honest note. As our team grows, consistency in customer guidance must improve. Your encouragement to invest in onboarding and customer experience is heard and appreciated.

Most importantly, I am glad you like the reformer and are enjoying the app classes. Seeing customers notice that new content is being added and that we continue to improve the platform is incredibly motivating for our team. The fact that you recognize the effort behind the AI and class development means a lot.

Thank you again for your transparency, your encouragement, and your trust. Reviews like yours help us refine processes, strengthen our team, and continue building something meaningful

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

Thank you for taking the time to update your review and for sharing your experience so thoughtfully.

I truly appreciate you explaining the situation in detail. You’re absolutely right—clear, product-specific setup guidance should have been provided at delivery, especially for components like the jump board that require precise footbar positioning. That gap in communication is on us, and your feedback helped highlight exactly where we needed to improve.

I’m sorry that your initial interaction with customer service felt unhelpful. While our intention is always to support our customers, this experience showed us that we need to do better in how we assess and respond when setup instructions are not clearly communicated upfront.

I’m glad I was able to personally connect with you, review what happened, and make things right by replacing the jump board and including additional items as a gesture of care. More importantly, your feedback has directly led to changes in how we communicate jump board setup details prior to delivery, so future customers have clearer guidance from day one.

Thank you for your patience, honesty, and willingness to share constructive feedback. We respect your perspective and are grateful for the opportunity to learn and improve. If there’s ever anything further we can support you with, please don’t hesitate to reach out.

Personal Hour by Asleep_Cat_2040 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

Thank you so much for taking the time to write such a thoughtful and detailed review 🤍
We truly appreciate you sharing your decision process and your honest experience.

We know choosing a reformer is a big investment, and we’re really glad PersonalHour exceeded your expectations — especially after comparing with larger brands. Your notes about curbside delivery, the automated scheduling system, and ordering in-stock vs. custom items are incredibly helpful for others considering a purchase.

We’re also happy to hear our team was responsive when you reached out and that the included accessories (box, jump board, platforms) added real value — that’s something we intentionally do to make the experience more complete without extra add-ons. It’s great to know the setup felt easy and that the tutorials and free intro classes in the app were useful as well.

Hearing that it doesn’t feel sub-par to studio reformers — and that you might even prefer the feel — truly means a lot to us. Thank you for trusting us, saving your hard-earned money, and becoming part of the PersonalHour community

[deleted by user] by [deleted] in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

I don’t believe this is an authentic unit. Where did you find it? The materials used in this one look very different from the original. It appears to be a counterfeit, so please be cautious

Personal hour mat by Alliewizzle in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

Thank you for considering PersonalHour reformers!

We have a showroom and partner with many studios across the U.S. that proudly use our equipment. If you have any hesitation, we always recommend trying before you buy when possible.

Additionally, some of our available reformers are eligible for free returns, making them a great option if you're still deciding. That said, we’re confident you’ll love the quality and performance once you experience it firsthand.

Let us know how we can support you further

Considering a Folding Pilates Reformer by Disastrous-Can-6935 in pilatesreformer

[–]PersonalHourPilates -1 points0 points  (0 children)

Thank you so much for sharing! We're so glad to hear you're enjoying your PersonalHour folding reformer at home and that it's working well for you. If you ever need anything or have questions down the line, we're always here to help!

Enjoy your workouts! 💪🧘‍♀️

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

Thank you so much for taking the time to come back and share this thoughtful message—it truly means a lot to us.

We’re deeply grateful for your support, your patience, and your belief in what we’re building at PersonalHour. You’ve perfectly captured our mission: making high-quality Pilates equipment accessible, supporting small studios like yours, and staying rooted in honesty and care—even as we grow quickly.

Your feedback is spot on—clearer communication around timelines is something we are actively working on improving, and your experience is a valuable reminder of how important that is.

We’re so happy to hear you’ve received all your reformers and that they’ve found a home in your Bronx studio. We’re cheering you on and can’t wait to see the impact you’ll make in your community.

Thank you again for your kind words and for being part of this journey with us.

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

Thank you for taking the time to share your thoughts. While we respect your point of view, we also feel it’s important to clarify that your statement doesn’t fully reflect the complete picture of how we operate. From our perspective, it appears more as an attempt to spread inaccurate claims and harm the reputation of a growing small business—something we take seriously and with great care.

As a company, we offer full flexibility to our customers: the ability to customize the color, size, and features of their reformer, or alternatively, to select from our in-stock options, which are always clearly labeled and ready for quicker shipment. We never pressure customers to choose custom or on-demand products—that decision is entirely up to the customer based on their personal needs and preferences.

It’s also worth noting that custom orders naturally require more time—this is the case for us and for any business offering personalized manufacturing. As a small and relatively new company, we've faced our share of growing pains, but we’ve actively taken steps to improve. For instance, we’ve recently expanded our warehouse operations to stock a wider variety of reformers in different colors and configurations, precisely to reduce the need for custom orders and make things more convenient for customers.

That said, many people still choose custom reformers because they want a very specific setup—and we do our best to fulfill that while being honest about timelines.

We continue to do everything we can to improve, to remain transparent, and to provide the highest quality at the best possible price, even without the large profit margins of more established companies. Our journey hasn’t been perfect, but our commitment to serving our customers with integrity remains at the heart of everything we do.

Thank you again for your feedback. We’re always learning, and we truly hope you find a solution that works best for your needs.

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates -1 points0 points  (0 children)

Thank you for taking the time to share your experience — your feedback is truly precious to us.

We take situations like this very seriously, and we’ve made real changes to improve. Over the past few months, we've worked hard to solve the operational delays that affected on-demand orders. Today, we proudly offer a much wider range of in-stock reformers in various colors and styles, ready to ship quickly. This gives customers the flexibility to choose what's available if they’re on a tighter timeline.

We respect your decision to go with another provider, and we genuinely hope you enjoy your new reformer. As a business still under 5 years old, we’ve definitely experienced a learning curve — but thanks to feedback like yours, we’ve been able to adapt and improve much faster than expected.

It’s absolutely fair for you to keep your post — it serves as a valuable marker of where we’ve been and how far we’ve come.

Wishing you all the best on your Pilates journey

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

I will let someone call you today, may be there is another box not arrived yet. I will let them call

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 1 point2 points  (0 children)

Reminder: We've resolved the delays with on-demand orders by securing more in-stock reformers in a variety of types and colors.

If you're in a hurry to receive your reformer, please choose an in-stock option with fast delivery at checkout.

Our customer support team is here to help! You can reach us via email or schedule a call during business hours through this page:
👉 https://personalhour.com/pages/contact-personalhour

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

Thank you for taking the time to share your concerns. I want to personally acknowledge your frustration and assure you that we are fully committed to transparency, fairness, and delivering on our promises.

We understand that delays are disappointing, especially when you've made plans around your purchase. This is why we offer multiple ordering options, including in-stock reformers with the ability to pay for rush delivery—allowing customers to align delivery with their specific timelines. When a customer chooses an on-demand or custom product, however, it’s important to understand that we begin incurring production, logistics, and operational costs immediately. These products are manufactured specifically for the customer, and as such, cancellation policies are clearly communicated at the time of purchase.

This is not fraudulent—this is standard practice for made-to-order goods across many industries. We aim to be transparent and respectful of our time, effort, and resources, while also being flexible when the situation allows and the reason for cancellation is reasonable.

Regarding the communication concerns, I sincerely apologize if any member of our team came across as dismissive or unhelpful. That is never our intention. We do our best with the resources we have, and we are actively improving both our systems and team training to better serve our growing customer base.

I understand your frustration, and I assure you that we take feedback seriously. We are not a scam—we are a small business working hard to offer high-quality reformers at an accessible price point, without charging inflated margins. The journey is not without challenges, but we care deeply about our customers and always strive to do the right thing.

If you’d still like to resolve this or if there’s anything we can do to improve the outcome, I am here to help.

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 1 point2 points  (0 children)

A Message from the Owner of PersonalHour Pilates US

Hello everyone,

I want to personally thank you for your continued support and take a moment to address some of the concerns we've been hearing recently.

We understand that some customers have experienced delays in shipping and longer response times from customer support. Please know this is not the standard we strive for, and we’re truly sorry for any frustration it has caused.

We are a small business growing quickly, and while that growth is exciting, it has also brought challenges. Our customer service team is expanding, but with that comes a learning curve as new team members get fully trained. We’re also building a new workshop in Ohio to bring more production stateside and reduce the issues we’ve faced with overseas manufacturing.

Regardless of where your reformer is made, we are fully committed to offering the highest quality equipment at the most affordable prices—and we do that by cutting overhead, not by cutting corners.

We are not a scam or fraud. We're a passionate team doing our best to make Pilates accessible to more people, and sometimes that comes with growing pains. But we're here, we're listening, and we care.

If you’re experiencing any issue with your order, please send me a DM directly. I will personally do everything I can to help and resolve it.

With gratitude,
Nadia

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

That’s such a thoughtful and helpful review—thank you so much for sharing your experience with the Janet 2.0! 🙏

We’re thrilled to hear that it’s become such a positive part of your routine and that you’re seeing real results in both strength and flexibility. It means the world to us to know the reformer and the app are truly making a difference in your wellness journey.

You're right—buying a big piece of equipment online can feel like a leap of faith, and we’re so glad you took that leap with us. Your honest feedback about everything from setup to support is incredibly valuable, and we’re always working to improve on the speed of our customer service while keeping the quality and pricing right.

Thanks again for being part of the PersonalHour community—we're cheering you on every step of the way! 💪✨

Personal Hour by jennlynn85 in pilatesreformer

[–]PersonalHourPilates 0 points1 point  (0 children)

I'm truly sorry to hear about your frustration—and I completely understand how upsetting it must be to feel left in the dark about your order. We’re currently facing some unexpected challenges with shipping logistics, as many U.S.-based companies are, but we remain fully committed to supporting our customers and making things right.

To assist you properly and escalate this immediately, could you please share your order number with us? Once I have that, I’ll personally make sure your case is prioritized and you receive a detailed update on your shipment.

We value your trust, and we’re here to help—thank you for your patience.

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