Great customer service and a great…
Great customer service and a great table!
Jamie Nay
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PersonalHour Pilates US
4.550 reviews
Last reviewed: Feb 27, 2026Do you agree with PersonalHour Pilates US's TrustScore? Voice your opinion today and hear what 173 customers have already said.
personalhour.comMember since Mar 2026
PersonalHour Pilates US is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 4.5 out of 5 stars. Last reviewed February 27, 2026.
Customer Reviews
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50 reviews
Just do it!
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.
Denise
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Everything was as described.
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.
Kelly Jenkins
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I've been wanting to upgrade my at home…
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.
sarah young
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We were able to come to the warehouse…
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
Amy
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Ease of assembly
Ease of assembly. Reformer glides smoothly. I’ve eliminated high cost of a membership.
Glen
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Updated - Terrible customer service
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!
David Whitaker
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Professional
Staff is very helpful, kind and pays attention to details and needs of the client.
Lisa Hoeft-Karustis
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Couldn't be more impressed
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.
Sherri Campos
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The equipment came in the wrong color
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.
Martina
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Equipment is beautiful and well made!
Equipment is beautiful and well made!
Brenda Irvine
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So far no good
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.
Diane Morris-Davie
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Reformer is amazing
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!
Terry
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⭐⭐⭐⭐⭐ A Truly Exceptional Pilates…
⭐⭐⭐⭐⭐ A Truly Exceptional Pilates Reformer — The Janet Elite Plus by Personal HourI 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 & PerformanceThe 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 PriceHaving 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 ShinesThe 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 EquipmentBeyond 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.
Ashley DeKam
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I’m thrilled with my Janet Elite Plus
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!
M J Adams
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Quick Delivery & Love My Reformer
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!
Heidi Cederstrand
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Very happy with the Janet Elite Plus
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.
Elissa Salter
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My reformer came perfectly packaged
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.
Shelby Pinson
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Excellent
The Janet reformer is great— folds easily, moves smoothly, and feels sturdy. I had a few questions after setting it up, and one of their team set up a consultation and worked through everything with me on a video call to make sure we got everything squared away.
MBP
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The quality of my reformer is amazing
The quality of my reformer is amazing. I am thrilled with it. It is probably better than the one I used at Club Pilates. The installation was a breeze. The staff has been very responsive to all my questions, including setting up a video call to show me the answers to my questions.
N C Boca Raton, FL
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According to TrustPlane, PersonalHour Pilates US has a 4.5/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/personalhour-com