Four months waiting for my order and still nothing
I ordered a foldable reformer ( order UJN 12794) on 16th October and shipping time was supposed to be 6-8 weeks to Spain. Today, 18th February after four months and lots of emails I still don't have it. Mr Peng said in December shipping was detained at customs. Lately he said everything was fine, but I have no tracking number or approximate date of delivery, things I have been asking for since the first mail in november. I've asked a few times for my reformer or a refund but still nothing.If I get my reformer or my refund I Will edit this review
Maria Del Mar Mota
The reformer itself seems fine
The reformer itself seems fine, but the delivery was awful. They were supposed to put it in my driveway but just dumped it on the street instead. Truly disappointing service.
Karen Matina
Shipping is problematic
I ordered a folding machine over 3 weeks ago. Two days after my order I received an email saying it was shipped. Great start! However, I kept checking and it was never picked up by the carrier nor a tracking number assigned. Multiple emails to the customer service have left me frustrated. First, I was told it was “prepped for dispatch and we’ve scheduled Fed Alex Ground delivery for you”. I waited and again no tracking number. After following up again, I was told that they would be checking their inventory and get back to me and that I could expect delays due to Black Friday even though I placed my order two weeks before. Three days later, I still haven’t received the promised follow up. So twice I was told the machine was shipped but it was not. And there is sill no indication when it will be. My last twoEmails have not been responded to. This is a Christmas present and I am losing faith that it will arrive in time. Very disappointed.
Evonne Garner
Frustrating experience with failure of company to deliver all items
I purchased a reformer and 2 additional accessory sets in January 2025. Reformer was delivered with a spring and footboard missing. The 2 accessories were not delivered. I contacted the company and Eric Peng, sales manager replied to me. We corresponded over several months up to September. After some months, they claimed they had shipped the missing items, but provided no supporting documents of any such shipment . Later, after asking them repeatedly for proof of shipment, they again said they will ship the missing items . But despite promising several times, they again failed to ship. I asked for a refund for the missing items instead, but they didn't respond to my request for a refund. Since September, they stopped replying to my emails. Totally frustrating experience and now shortchanged. Response:On 8th March 2025 (the date of receipt), I sent an email enclosing pictures of what I received and indicated what items were missing/not delivered. You can check the email chain with your support team at trysaunna. I hope you can fix this as you stated in your reply. My order number is QLW22147. If there is a resolution, I will update the review accordingly.
Arthur Ling
Poor customer experience.
Very poor customer experience. I strongly advice to order from a other website than from them. I believe it’s a scam.
Valdrin Azemi
Still waiting after six months..
Ordered a foldable reformer in March and shipping time was supposed to be 6-8 weeks to EU. Today, after six months and numerous status checks later I still don't have it. The contact, Eric Peng used in May as an excuse the shipping is stuck at customs. Lately I've asked few times for a refund which they did agree to(!), yet to see any actions.Customer service and responsiveness is very bad. Like said, still don’t have the product hence the bad review. Willing to change or remove the the comment if the refund is processed. Waiting for Eric’s response.
Kristiina
Not received
Ordered 5 days ago and they cant seem to send me a tracking number after multiple requests and I sent emails to Eric Peng at support at trysauna.com who said he’ll look into it but never replied back to me and I’ve messaged Alyssa Brown on Facebook messenger and she keeps giving me a runaround. Every time I ask him a question about my order they just send me information about how successful other peoples orders have been sending me fake receipts and it’s exhausting.
Joy Dunn Hurley
Terrible Experience - No Tracking, No Reformer, No Refund (Norway)
I ordered a reformer in late March 2025 and still haven't received it (24 July). As a customer from Norway, I am very dissatisfied with the lack of information regarding the shipment. It has not been possible to track the package. I requested a refund a week ago, and customer service (Eric Peng) confirmed that the refund had been processed, which is not true. I strongly advise against buying from this site. I will change my review if I receive my money back.
Caroline Mydland
€620 order never received
€620 order never received – no refund, no communicationI placed an order for a Pilates mat worth €620 on February 28th. By mid-July, nearly five months later, I have received absolutely nothing.The only response I ever got was from Eric Peng, who simply said that “the ship hadn’t arrived,” and then refused to provide any further updates or issue a refund. Since then, total silence — no tracking, no explanations, no assistance of any kind.I’ve repeatedly tried to reach out, without any success.This is not just poor service — it’s deeply unethical and unacceptable behavior. I strongly warn others not to buy from Trysauna.Avoid at all costs.
Paola
My reformer arrived quickly and was…
My reformer arrived quickly and was almost fully assembled, which was a great surprise. It's also wonderfully smooth and quiet to use.
Shelley Carroll
I'm so happy with this machine
I'm so happy with this machine! It gives me the full studio experience without having to leave my house.
Roseann Tari
Fantastic customer service and a…
Fantastic customer service and a quality reformer! The instructions were clear too, which I appreciate.
Sonya Rorrys
Everything matches the description and…
Everything matches the description and the machine itself is great, but my Cadillac Reformer arrived without any installation instructions.
Bidle Gargan
If I don’t remove the comment, I am being threatened that they will not refund the money for the missing product which they said they refunded already
Never buy sth from that web site, I ordered a reformer pilates with sitting box and they did not send all parts. Delivery took 4 months and customer service never helped. Again I want them to send box but they ignoreNote: I am real customer, i have photos and emails to prove it, do not try to manipulate comments! Even you sent me an email and told me to revise that review!Note 2: they told me they do not send the box or refund money unless if i remove that comment. 2 weeks ago they told me they started refund process for the box, i was not suprised when it reveals they did not refund money or send the box
Abby Kent
I'm quite fond of my A3 Reformer
I'm quite fond of my A3 Reformer - it's simple to fold up and put away, and it's solid machine for the cost. The springs are a bit tighter than what I'm used to, though , and customer service has been a bit frustrating with some unsolved small issues.
Goergina Hammond
I am very concerned about my order
I am editing as I finally received my reformer and I am very impressed so far. The packaging was excellent and really protected every piece. While I was supposed to get black I received ivory. I actually really like the ivory so it’s ok but that was another WTF! I can’t wait to get it out together and try it out. After a very frustrating wait, I think I will be very happy with the reformer. I am very concerned about my order. When ordering the communication was great. Once it was paid for the communication changed. I received an email last Friday (6days ago) that my order had shipped and should be delivered in a week. I have been tracking it since Monday and the order has not shipped and cannot be tracked. I cannot get an answer from my salesperson and feel I’m being strung along by their sales manager. I feel like I have been ripped off.
Melanie Sergejeff
There was a bit of delivery mix-up
There was a bit of delivery mix-up; I didn't get any tracking info, so I called and found out my order hadn't gone through. Had to reorder, and it arrived about a week later. Still, I'm happy with the product itself, and the person I spoke to on the phone was helpful.
Cayonx Ranneu
I ordered a Folding Reformer but…
I ordered a Folding Reformer but received something completely different, which was frustrating, especially since I took a day off work for the delivery. I emailed them hours ago and am still waiting for a reply - not a great experience so far.
Mogeli Oshayp
The reformer showed up just as…
The reformer showed up just as described and works perfectly - I'm super happy with it. It arrived right on the scheduled day too.
Jurezo Tildao
My X1 reformer got here faster than…
My X1 reformer got here faster than expected, which was a nice bonus. But delivery is just to the curb - they don't bring it inside for me. Wasn't quite the service I hoped for.
Jontyx Zhongz
