I absolutely love my reformer! Best investment I could make. Great quality, color, wasn't all that long from order time to receiving it. I ended up getting a full reformer vs a fold up, because of all... Voir plus
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From beginning to end my purchase was excellent. I ordered an in - stock reformer which was shipped in about 2 weeks. The date to be shipped was listed on the website upon ordering so i knew there wou... Voir plus
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 I was very excited to get it set up, and unfortunately had a negative experience in the out of date booklet and lack o... Voir plus
Within a few days of ordering my reformer, i got a phone call from PersonalHour, telling me they were shipping that day, and within 1-2 days, the shipping company would contact me to set up time and d... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
PersonalHour is a U.S.-based Pilates equipment brand dedicated to making high-quality, beautifully crafted reformers accessible for home and studio use. Founded with a mission to bring the Pilates experience to more people, we combine thoughtful design, customizable options, and expert support to help every customer feel strong, balanced, and inspired on their wellness journey.
Coordonnées de contact
6365 old Avery Road, 43016, Dublin, Etats-Unis
- us@personalhour.com
- personalhour.com
4,5
Excellent
195 avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
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Love my reformer
Love my reformer! It has been wonderful to have a workout at home. It is a gorgeous piece of equipment, so smooth!
Any recommendation
Is better set up instructions!
19 décembre 2025
Réponse : PersonalHour Pilates US
Thank you so much for your kind words—we’re truly happy to hear how much you love your reformer and that it’s been such a great addition to your home workouts. Knowing you find it smooth and beautiful means a lot to us.
And thank you as well for the feedback on setup instructions. You’re absolutely right—clear setup guidance is important. We’re actively improving our instructions and adding more model-specific setup videos and step-by-step guides to make the experience even easier for future customers.
If you ever need help with setup or have any questions, please don’t hesitate to reach out—we’re always here to support you.
Obvious high quality equipment. Sturdy crate.
Reformer arrived in an amazing crate completely secure and without damage. The reformer is quite heavy and clearly well made. No instructions were included but minor assembly could be found to some degree on the website and looking at pictures. It helped that my wife has used such equipment previously. Overall would highly recommend.
11 décembre 2025
Réponse : PersonalHour Pilates US
Thank you so much for taking the time to share your experience. We’re very happy to hear that your reformer arrived safely, securely crated, and that the quality and craftsmanship stood out to you. Knowing you find it sturdy and well made truly means a lot to us.
We also appreciate your honest feedback regarding the setup instructions. You’re absolutely right—clear, included instructions are important, especially for first-time users. We’re actively improving this by adding printed guides and more detailed, model-specific setup resources to ensure an even smoother experience going forward.
Thank you again for the recommendation and for trusting us with such an important piece of equipment. If you ever need assistance or have questions, we’re always here to help
I love my reformer … it is so solid and…
I love my reformer … it is so solid and smooth. Just as good or better than the reformer I use at the club. The machine came quickly. Easy to put together.
2 décembre 2025
Réponse : PersonalHour Pilates US
Thank you so much for sharing this! We’re thrilled to hear how much you love your reformer and that it feels just as good—or even better—than the one you use at your club. That’s a wonderful compliment and means a lot to our team.
We’re also glad to hear it arrived quickly and was easy to put together. If you ever need anything at all or have questions as you continue using it, we’re always here to support you. Enjoy every workout!
Good machine, terrible customer service
The Pilates reformer I ordered arrived on time and is a great piece of equipment we use daily. But customer service is terrible. Order fulfillment of accessories is a joke. I still have not received a round carpet I ordered in July!!!! Customer service doesn’t even respond. I have been asking for a refund of the non-fulfilled accessories for months but no response. And they advertised an app that doesn’t have much content. Getting other items I ordered was like pulling teeth. Not worth the effort to deal with.
30 juin 2025
Réponse : PersonalHour Pilates US
Max, I’m really sorry that this has been your experience with us, and I truly appreciate you taking the time to share it.
I want to personally reassure you that I will review your case in detail and find out exactly what happened with the missing accessories, including the round mat. This is not a common situation for us, and it’s concerning to hear that something ordered back in July was not fulfilled or clearly resolved.
Our support team typically responds within 2 business days, so the lack of response you’re describing is not acceptable and doesn’t reflect the standard we aim to uphold. I’ll be looking into why communication broke down and why this issue wasn’t escalated sooner.
Please expect an email or phone call from us shortly so we can locate the order and resolve this right away—either by completing the shipment or issuing the appropriate refund. We may ask you for your order number to speed things up and make sure nothing is missed.
Regarding the app, thank you for that feedback as well. We are actively expanding content, and your comment is noted as part of that improvement process.
I’m glad to hear the reformer itself has been a great piece of equipment and is being used daily, and I’m genuinely sorry that the post-purchase experience around accessories and support fell short. We’ll make this right
I love my reformer and it is very well…
I love my reformer and it is very well built, comes with all the extras that others don’t. The only not so great things are the directions to put it together. Once I hit the box open I found the directions which included how to open the box. Strange that I would need those after I opened the box. I found the directions hard to follow and ended up with some extra pieces that I’m not sure where they go. The only thing I find frustrating is the ropes give way when I’m using them sometimes. I’m hoping with use they will get better.
Overall I think it is a fantastic piece of equipment, especially for the price.
5 décembre 2025
Réponse : PersonalHour Pilates US
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.
This is a well built piece of…
This is a well built piece of equipment. It arrived within two weeks of ordering very well packed. Assembly was a snap (about 15 minutes). I’m looking forward to many hours of use. This gets my 2 thumbs up. 👍
11 décembre 2025
Réponse : PersonalHour Pilates US
Thank you so much for your kind words and for sharing your experience!
We’re thrilled to hear that you’re enjoying the reformer, that delivery and packaging met your expectations, and that assembly was quick and easy. It means a lot to us to know the quality shows through and that you’re looking forward to many hours of use.
Thank you for the two thumbs up — we truly appreciate your support and trust in PersonalHour 🙏
I had some issues with shipping and…
I had some issues with shipping and Personal Hour listened and corrected the problem. They were very responsive and accommodating. Most companies would have said that’s not my problem but Personal Hour stepped up and solved the issue. It gives me comfort to know that if I have any future problems with my reformer, they will be there for me. Excellent customer service!
10 décembre 2025
Réponse : PersonalHour Pilates US
Thank you, Jolynn - we truly appreciate your kind words. We’re glad our team could step in, resolve the issue, and give you peace of mind. Knowing you feel supported means a great deal to us.
Professional Reformer!
Absolutely love the reformer and the customer service!!! Very professional grade product!
2 décembre 2025
Réponse : PersonalHour Pilates US
Thank you so much for the wonderful feedback!
We’re truly happy to hear that you love both the reformer and your experience with our customer service. Knowing that you feel the quality meets professional standards means a great deal to our entire team.
We appreciate your trust and support, and we’re always here if you need anything as you continue your Pilates journey with PersonalHour
Incredible Quality and Customer Service
My entire experience with purchasing a home reformer through PersonalHour has been incredible. Aside from the fact that my Nano Elite Plus with Tower is absolutely gorgeous, the team at PersonalHour is wonderful. Nadia was a joy to work with and made the process seamless. I would 10/10 recommend anyone getting their apparatus from PersonalHour!
28 novembre 2025
Avis spontané
Réponse : PersonalHour Pilates US
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
I’ve had a good experience with customer service
I’ve had a good experience with Personal Hour, however their logistics company CEVA has been the issue.
My reformer arrived damaged and the package where the damage occurred had several boot markings on it clearly showing someone walked to the reformer. Also they did give me a delivery date and time, however they were several hours past the delivery window.
Personal Hour has been very responsive to my emails and photos documenting the damage. Even going as far as answering me during the weekend. Fortunately the frame is the only item damaged and Personal Hour is shipping me a replacement. Excellent customer service on their end.
20 novembre 2025
Réponse : PersonalHour Pilates US
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.
Wonderful support from the CEO
I’m updating my review to reflect the full resolution of my experience.
Shortly after receiving my reformer, I experienced an issue with the jump board that ultimately came down to not having clear, product-specific setup guidance at delivery. There was no instruction manual included, and I did not initially receive links to the installation or usage videos. Because of that, I used the jump board as I have on other reformers, not realizing that this model requires the footbar to be positioned in a specific way to properly support the jump board. For anyone purchasing this reformer, I strongly recommend confirming footbar placement before use, as this detail is important.
Customer service considered this misuse and was not helpful. After sharing my concerns here, Nadia, the founder of PersonalHour, reached out to me directly. She took the time to thoroughly review what happened, speak with her team, and understand where communication had broken down. She acknowledged that clearer guidance should have been provided upfront and shared that the company is now improving how jump board setup details are communicated prior to delivery so future customers have better clarity.
As a gesture of care, my jump board was replaced at no cost, and additional thoughtful items were included. I appreciate the personal accountability, responsiveness, and follow-through shown by leadership. While I do wish this level of support had been available earlier in the process, I ultimately feel taken care of and respect how the situation was resolved.
I’m glad my feedback contributed to improvements that will help future customers, and I appreciate the company’s willingness to listen and adjust.
9 décembre 2025
Avis spontané
Réponse : PersonalHour Pilates US
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.
Love my Nano Pro Max Adjustable
I just received my Nano Pro Max with Adjustable foot bar. I did not purchase the half trapeze and regret that decision. I am hoping that it can be purchased as an add on. It would be a great addition. I used it today for the first time and love it. The shipping was quick and it was packaged very nicely. The assembly was fairly quick and easy. I did have 4 nylon washers that I am not sure where they go. I will call Monday to ask. I have been using a Balanced Body reformer at a club for 5 years and this reformer is just as nice. So happy with my purchase.
13 novembre 2025
Réponse : PersonalHour Pilates US
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 support@personalhour.com. We’ll also help you sort everything out!
Thank you again for choosing PersonalHour!
Super legit!!
Super legit!!! I love this reformer. You can really tell the quality is top tier and it arrived very quickly. AMAZING for the price, truly
30 octobre 2025
Réponse : PersonalHour Pilates US
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.
Love it!
I have used an inexpensive reformer for years. I finally splurged and wish I had done it sooner. I love the ease of set-up and use.
30 octobre 2025
Réponse : PersonalHour Pilates US
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.
So happy I made the decision to…
So happy I made the decision to purchase from Personal Hour. I received my Janet Elite plus and couldn’t be happier. The carriage is so smooth. It’s so well made. I’ve used the app for classes at home every day I highly recommend buying from Personal Hour
28 novembre 2025
Réponse : PersonalHour Pilates US
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.
It came ahead of schedule
It came ahead of schedule. The quality is simply wonderful. The app is super helpful. Already telling everyone. Oh, and love the company’s “story.”
12 novembre 2025
Réponse : PersonalHour Pilates US
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.
Customer Review
Customer Review – Exceptional Service from Nadia
I had an outstanding experience purchasing my Pilates Reformer, thanks to Nadia’s exceptional customer service. She took her time, explained every detail clearly, and guided me through the decision-making process with patience and genuine care. Her professionalism and knowledge made the entire experience smooth and stress-free.
The delivery process was excellent fast, well-coordinated, and my reformer arrived within just one week. I truly appreciate the level of support and attention I received from start to finish.
Highly recommend!
Melissa Lowe
11 novembre 2025
Réponse : PersonalHour Pilates US
Thank you, Melissa! We’re very glad to hear the team was able to support you so thoroughly and make the process smooth from first questions through to delivery. If you ever need anything as you continue using your reformer, we’re here to help!
First let me start by saying this…
First let me start by saying this product is top quality from the wood (maple) the stainless steal bars, the entire reformer/trapeze. I don’t mind spending more for long term quality.
While I did have a few hiccups, Joseph was right there to answer any questions and to take care of everything. That is what I call excellent customer service!!
I want to let everyone know that on their website they have a Library with information on each equipment. There are videos for those just beginning. It is a wealth of information.
I couldn’t be happier with my product. I plan to use it daily once, I figure out all the gadgets and how to use them😁
This is going to be a nice journey! I would love to add a photo however, I’m not tech savvy 😂
17 novembre 2025
Avis spontané
Réponse : PersonalHour Pilates US
Thank you, Bobbie! We’re very glad to hear you’re happy with your reformer and that any hiccups were quickly taken care of. It’s great that you’re finding the online library and videos useful as you get to know all the features. If you ever have questions as you continue on this journey, we’re always here to help.
Instructions not included with…
Personal Hour did reach out and will be replacing the jump board. I do love the reformer and it is great quality. I was overexcited to use the jump board and failed to put the foot bar down for support.
Instructions not included with equipment you have to spend a lot of time searching the internet for setup. If you get the jumping board make sure you put the foot bar behind to support it, I just pushed on it twice and it broke. There is no phone to call have to communicate with email and it has been over a week and I don't know how to replace the board
2 novembre 2025
Réponse : PersonalHour Pilates US
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.
Incredible machine!!
Incredible machine!!! This thing is built to last a lifetime!!! It is a silent machine, it makes zero noise while using. Loved it so much I ordered another Nano Elite Plus. Now we have two!!!!
6 novembre 2025
Réponse : PersonalHour Pilates US
Thank you, Bryan! We’re really glad to hear you’re enjoying your reformer and that it feels solid and quiet in use. If you ever have any questions as you keep working with it, we’re here to help.
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