PersonalHour Pilates US Avis 195

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.

I've been wanting to upgrade my at home reformer and had a few requirements. I wanted something made of wood, I wanted a high weight capacity and I wanted it to fold. My reformer arrived within a couple of weeks, was ready to assemble and is gorgeous! I couldn't be happier.

We were able to come to the warehouse where we were able to try out the equipment and all of our questions answered. The quality of the reformers was evident and we were pleased with the visit

Ease of assembly. Reformer glides smoothly. I’ve eliminated high cost of a membership.

I will add 3 stars to this review. The CEO of the company contacted me within a day or two and resolved the issues noted below. She provided a cashback offer and made sure that our reformer was delivered the next week. The reformer itself was well packed and appears to be very high-quality construction. I held back one star because there were no assembly instructions included. Hopefully the company will address this in the future.

You stated I would get either a veteran or senior discount but i got neither. Now the shipment is delayed at least a week because you didn’t pay the shipping. I hope the product is better than your customer service!

Staff is very helpful, kind and pays attention to details and needs of the client.

Couldn't be more impressed. I purchased the Nano Pro Max reformer, customized color. Received it within two weeks, very good quality, love everything about it. It was slightly more than what I wanted to spend, but I have no regrets, and with the quality, I feel like it is as good, if not better than the reformers I would use at Club Pilates.

The equipment came in the wrong color. The fuzzy straps were not included in the order. The pairs of springs for Tower came as springs for reformer. No hardware was included to attach springs to the equipment. The order took over two months to receive. They said the order was held up because of a head cushion. I said just send the head cushion when it comes in. However, this company shipped my ENTIRE order from China. Meaning PersonalHour could have sent the non-custom portion of my order Tower Springs and fuzzy straps when I ordered 11/11/2025. Finally their initial website made it seem like the Pilates equipment was made in USA and that it was family operation. At this point the website has been changed and it just says the equipment is designed in Ohio.

So far no good. I have yet to set up machine since delivery. Company was supposed to set up as I paid for white glove delivery and set up and they simply dropped off the machine a day earlier than scheduled without contacting me. This all was after a scheduled delivery and set up. Tried reaching Personal Hour via email since there is no phone number to call anywhere and I have yet to hear from them 24 hours later.

Updated review - adding two stars since they replied to my review immediately and explained the situation. And the reformer is sturdy and well made. Zero complaints about the machine itself. However, their info regarding white glove delivery is murky at best. When ordering there is (was) an option that costs $65 clearly stating “delivery and installation”. You’d be hard pressed to find additional info regarding “white glove service” so I assumed the “delivery and installation” was just that. Only now was I informed that the white glove service is actually $700, which is absolutely ridiculous. Also, their website has a form to fill out that will be sent to the appropriate person to address the issue. I completed that form, with pictures. Replies take 24-48 hours. There is a section on their site that states, please don’t email separately directly to the email address provided if it is for the same issue as the submitted form. I followed their instructions as they requested and they dismissed my issue with lack of reply from them because of that. And contrary to their recent reply to this review, there is NO phone number to call them. Nothing attached to shipment other than their certificate of inspection with a QR code that takes me to installation instructions. A phone number was only provided in response to this review.

Reformer is amazing! It is at least as good or better than the one I use in the studio. It is very sturdy and relatively easy to put together (heavy, though). Communication has been excellent with responses within 24 hours and it was delivered in about a week! 5 stars for sure!

⭐⭐⭐⭐⭐ A Truly Exceptional Pilates Reformer — The Janet Elite Plus by Personal Hour

I am so pleased with my purchase. The Janet Elite Plus from Personal Hour has exceeded every expectation I had — and I came in with high standards. This reformer is an absolute standout, both in craftsmanship and in the experience it delivers.

Unmatched Construction & Performance
The solid hardwood frame is not only gorgeous but also gives the entire machine a level of sturdiness and smoothness that feels luxurious. The glide is effortless, truly silky, making every movement feel supported and controlled. It’s clear this reformer was built with intention and care.

Thoughtful, User-Focused Design
• The padding and fabric are wonderfully comfortable and high quality.
• The overall build is sleek, not bulky or clunky like so many other at-home reformers.
• And the folding mechanism is a dream. It’s easy, intuitive, and perfect for home storage.

Studio Quality at a Fraction of the Price
Having previously owned a Pilates studio, I’ve used all the high-end equipment. The Janet is genuinely on par with those premium brands yet somehow comes in at about half the cost. I’ve missed Pilates deeply, and having this level of quality at home has brought that joy right back into my life.

Customer Service That Truly Shines
The Personal Hour team, including the owner, is incredibly generous, responsive, and genuinely delightful to work with. Their warmth and care make the entire experience feel personal and special.

A Beautiful Piece of Equipment
Beyond its performance, the Janet Elite Plus is simply stunning. It looks like a piece of fine furniture, not a piece of gym equipment. It elevates the space it’s in.

I’m thrilled with this purchase. If you’re considering a reformer, the Janet Elite is everything you want: beautifully built, smooth, sturdy, thoughtfully designed, and supported by a team that truly cares. It’s brought Pilates back into my life in the best possible way.

I’m thrilled with my Janet Elite Plus Pilates reformer! It felt a bit risky making a significant purchase, sight unseen, and having it shipped from OH to CA, but Personal Hour delivered exactly as promised! I received a personal phone call from them, confirming my order, explaining the shipping process, giving tracking information and the anticipated delivery date. A few days later, the shipping company called with an exact delivery date and time frame. On that day, the driver called ahead to confirm the delivery time and the presence of an adult to accept delivery.
The reformer was very securely packed in a sturdy wooden crate, without a blemish on it. My husband and I were able to unpack it and set it up, but required some help from a younger, stronger neighbor to get it up four stairs and into the house. It’s sturdy!
It’s all set up in my new “fitness space” I couldn’t be happier! The quality and appearance (light wood with winter white padding) truly exceeds my expectations!

Pilates reformer was delivered very quickly (much earlier than was originally expected). I ordered the Janet Elite Plus foldable reformer and so far I am loving it!

I bought the Janet Elite Plus and am really liking it. it's easy to fold up/down. feels sturdy and well put together. The delivery went smoothly and communication was good throughout. the crate was a little hard to open at first, but got through it. my only suggestion for improvement might be better final assembly instructions for each model. but the team was great & i received the support i needed. very happy w the purchase.

My reformer came perfectly packaged.
The reformer exceeded my expectations. The padding on the carriage is excellent, even better than the balanced body reformer. I would recommend this reformer and company to all of my friends.