ComplaintsforPersonalHour

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a reformer from Personal Hour in June 2024 and the machine arrived on July 2024. This machine was advertised as being able to perform the Pilates repertoire, I am a Pilates professional for over 9 years and am also a private studio owner. This machine is not only not as advertised but completely inadequate. Based on the measurements provided at the time of purchase, the actual measurements of the machine that arrived are inconsistent. I have been in contact with this company for several weeks and they have been giving me the runaround with no resolution. They advised that they were going to address my concerns with a 'professional' I'm not quite sure what or who that 'professional' is. I am a professional, I let them know the measurements are incorrect and not as advertised, the exercises in the Pilates repertoire cannot be executed as advertised. Now they are telling me that they are collecting feedback from '100 users'. These users could be paid users for feedback or 'at home' users, I don't know who these 'users' are. I am a *********************** member myself. I have repeatedly requested to return this machine and get my money back. They keep giving me the runaround and quite frankly I am extremely upset and disappointed in this company's lack of integrity to stand behind their products.

  

  Business response

  09/11/2024

  We have communicated with you through email and have taken your feedback seriously since you first provided it. As part of our research and development process, we collect feedback from over 100 customers, and its important that we validate each one carefully. As we mentioned in our email, we value your input and appreciate your support.
  You purchased a home reformer that has been successfully used by over 200 customers, and the feedback weve received has varied. While we continuously strive to improve and listen to all suggestions, we also need sufficient time to validate and fully understand the feedback.
  The specifications of the reformer were clearly published online, and we offer a showroom for testing along with multiple videos that demonstrate exactly how the equipment functions. The model you selected is designed for home use, not as a professional studio reformer.
  If you are looking for a more professional reformer, we would be happy to exchange your current model for the Elite Plus, even though this is outside of our standard policy. We can send you return labels and process the exchange, applying the credit youve already paid toward the Elite Plus.
  Let us know how youd like to proceed, and well make sure to assist you further.
  

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22268298
  
  I am rejecting this response because: 

  As stated previously, I am a professional in the industry. I was not looking for a professional machine to use in the studio as I own a Pilates studio studio. I was looking for a machine that was adequate to use at home for personal use.  Other companies stand behind the products they sell foldable machines this Company, personal hour, ,foldable machine doest Perform the Pilates exercises in the correct way and that four is unsafe for use as I explained them previously. The first Email I received from them. They show me that they will be looking for a professional opinion on it and on the following emails they change it to users . I do need a foldable machine that has been tested and safe to use as well as perform the Pilates exercises  as advertised. I need to return the machine and have my money back so I can buy a foldable machine from a different company. Company who stays behind their product and it had tested their machines with professional experts . Thank you. 

  
  Regards,
  
  ********* *********

  

  Business response

  09/12/2024

  The feedback weve gathered comes from both professionals and everyday users. We understand that youre not completely satisfied with the foldable reformer, but its important to note that the limitations of foldable models make it difficult to address certain feedback due to the need for easy folding, storage, and simplified usage for most people.
  Our team is constantly working on research and development, and its possible that this specific model may not be the best fit for your needs. However, we have other reformers that meet your feedback 100% and are suitable for both home and studio use. Although our policy typically doesnt allow for exchanges after delivery, considering the high shipping costs and potential damage during return shipping, were willing to offer a solution.
  Please re-pack the reformer carefully, as it was originally received, and send it back to us. Once we receive it in good condition, well apply a credit toward your account and help you select the right equipment based on your specific feedback.
  We take great pride in our brand and believe we have an option that will fully meet your expectationsits possible you simply didnt choose the model thats best suited for your needs. We look forward to helping you find the perfect fit!

  Customer response

  09/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22268298
  
  I am rejecting this response because: 
  The response from this company is absolutely not acceptable.  Ive had this machine for a month or so, obviously I would not have kept the original packaging.  Not only that, I had to assemble the machine which took many many hours to put together without an assembling manual.  As I already stated before in my previous response, the only machine I was interested in your website was the foldable one.  Clearly this one and maybe the rest are unsafe and they cannot completely perform the Pilates repertoire so I would like you to do the right thing and give me a full refund. There are many other foldable machines made by establish companies like Balanced Body and Contrology . I would like my money back so I can buy a foldable , checked by experts , Pilates reformer. Foldable reformer I can use for the Pilates repertoire and  not just for furniture. 
  You also are very aware that the machine you sent me had to be put together piece by piece and the way it was packed is absolutely impossible to repeat, even if I was keeping the material you packed it  originally.  I am more than willing to send the matchine back however its impossible to return with the original packaging. This company will need to send me a return label and I will have a shipping company package it.  I do not want a store credit or any other of their machines as this company has proved to not care about their customer service and safety.  A credible company would stand behind their product which I expected this company to be.  Therefore I will settle for nothing less than me sending this item back and getting a full refund to the original form of payment.

  
  Regards,
  
  ********* *********

  

  Business response

  09/13/2024

  *********, 

   

  Your original request was for an exchange or return, which we accepted even if they are not within our policy or we have done before.

  However, we cannot process a refund or credit without an actual return.
  Please suggest a way to proceed with the return for an exchange.
  We have gone beyond our standard policy to accommodate your request and help you select the right equipment.
  If the equipment you initially chose doesnt meet your needs, we are still willing to assist in resolving the issue, and we value your feedback.
  

   

  Customer response

  09/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22268298
  
  I am rejecting this response because: 
  I never ask for exchange! I still have my original emails towards your business and in none of this emails I asked for exchange because the only machine working for me would be the foldable one. Im saying this again and again, but this machine being unsafe is not something I would like to keep or get an exchange for any other of your machines. None of them would work for me. I think Im very clear about that and I have been. You need to do the right thing and accept your machine back . I need a full refund. In the future, I suggest you higher professional Pilates instructors certified to do Pilates to test your machines before selling them to the public. Pilates is a very specific workout. The exercises should be done in a specific way for them to be safe . Im tired of explaining that because you Are clearly not interested of making safe and proper machines. I need you to send me label so I can ship your reformer back and my refund. 
  Regards,
  
  ********* *********

  

  Business response

  09/18/2024

  We respect your opinion and understand your concerns; however, it doesnt fully reflect the situation. We have consulted with many certified instructors and understand that the equipment you chose is intended for home use. It seems you selected the wrong equipment without consulting us first, which is typically not covered under our policy. Our policy does not allow returns for buyer mistakes. However, we are willing to make an exception in this case to accommodate you.
  To proceed with the return, you will need to ship the equipment back to us safely and ensure it is in the same condition as when you received it. If you are not interested in an exchange, you will be responsible for the shipping fees and a restocking fee, which will depend on the condition in which the equipment arrives. We offer other equipment used by over ***** professionals, but it appears this particular model wasn't the right fit for your needs.

  Customer response

  09/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22268298
  
  I am rejecting this response because: 

  I will send the reformer back and pay the return shipping cost, have a company pack it safely as it is assembled already and have pictures and videos for BBB if requested. 
  However, I do not agree to pay a restocking fee. This company has already lowered the price of this machine a lot since the beginning of the year , which indicates as a consumer, that they are trying to unload this machines at any cost. When a company makes a drastic pricing cuts it is an indication that the product is either defective or unsellable.
  Upon the company Personal Hour receipt of my product return I expect a full 100% refund of the original purchase price. 
  Its a shame that a third party had to be brought in to mediate a professional complaint towards their product. 
  
  Regards,
  
  ********* *********

  

  Business response

  09/23/2024

  We will waive the restocking fee if the reformer is returned in good condition and has not been used. Once we receive the item, well assess its condition and take the appropriate action based on our findings.
  Please note, we do not resell used items. If a reformer is placed in our showroom, it is sold "as-is" at a 20-30% discount, which essentially brings it to cost price for us. If the reformer can be resold as new, no restocking fee will be necessary. However, if it cannot be sold as new, a restocking fee will be applied to cover the price difference.
  Thank you for your understanding, and we will be in touch once we receive the return.
  

  Customer response

  09/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22268298
  
  I am rejecting this response because: 

  it is despicable how arrogant how this company is openly admitting in front of BBB, that they will try to pass this product as brand new if they could to another unsuspecting customer. I already said that the reformer was assembled already, so clearly there will be signs of that on the wood, because it attaches to the metal. Also, I attempted to perform the Pilates repertoire so clearly I was on that machine, which is why this despite started on the first place. If your machine had operated as a proper Pilates machine as advertised we would not be in this situation. I waited weeks for the machine that was sent to me ( in the color that I ordered) and thats why restocking fees shouldnt be applied not only because the product was falsely advertised, but also was made supposedly specifically for my order. Now I can never be sure that you did not sold me someone elses returned product. 
  Your company should be very happy that Im generously willing to pay out of my own pocket for this refund. 
  not only you are not interested of improving your companys customer service and mainly improving your product, but you are trying to trick your customer in this case me in accepting less than what its rightfully owed. 
  
  
  Regards,
  
  ********* *********

  

  Business response

  09/23/2024

  As we have explained, please pack it safe and send it. 

  If it received in a condition can be resold as new, we will refund 100%. 

  Otherwise, depends on the price we will resell it, the refund amount will be decided 

   

  

  Business response

  09/23/2024

  We understand your concerns and appreciate your feedback. As a small business, we strive to provide the best service possible, but we also have clear policies regarding returns. Typically, we do not accept returns, especially in cases where the wrong reformer was selected by the customer. Shipping the reformer to you incurred significant costs, and returning it would lead to further loss for us, particularly if the item cannot be resold.
  Despite this, we were willing to make an exception and accommodate your return, going beyond our policy to be as helpful as possible. However, escalating the situation to the BBB made us feel as though an aggressive step was taken against us while we were already working toward a resolution.
  We have been transparent and proactive in our efforts to support you, despite the fact that your order has already caused us a significant loss, which we were prepared to absorb. Additionally, filing a complaint while we were in the middle of discussions about resolving the matter was disheartening. Returning equipment after more than a month of use due to selecting the wrong item is a challenge for us, especially as a small business.
  Had we been able to work through this cooperatively without escalation, we believe we could have found a fair resolution. As a small business, we value feedback and always aim to create a fair process while ensuring our products meet our customers' needs. We hope for a resolution that respects both your concerns and the challenges we face.
  Thank you for your understanding.

  Customer response

  09/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22268298
  
  I am rejecting this response because: 
  
  The business is trying to trick me into sending them a machine that I clearly admitted to be assembled and used in order to see that its not performing properly. I completely disagree with the restocking fees for the many reasons explained in the previous message. This company is absolutely shameless and unfair as well as does not stand behind their product. From here on I will contact BBB personally asking for the right action to be taken towards the paying customers. 
  Regards,
  
  ********* *********

  

  Business response

  09/23/2024

  As a business, we have gone above and beyond our standard policy to assist you. We received your feedback and approached it with a positive attitude. However, your escalation suggests that you may have used the reformer for a month due to an urgent need and now wish to return it after use. We want to clarify that we never sell used reformers, and if it is not in 100% new condition, our policy is to donate the item instead. There is no intention to deceive our customers, nor are we trying to offer you less. Our goal is simply to avoid actions that could be extremely harmful to the business. We still hope to cooperate with you and were even preparing to send you a free reformer as a gift to test, something we regularly do for instructors and doctors across the **** Unfortunately, your approach of filing a report has not only disrupted us but has also raised concerns that this might be an attempt to misuse our return policy. Such actions not only harm our business but also negatively impact the overall understanding of what truly qualifies for a free return.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 13th, 2024 I placed an online order (#**********) with Personal Hour (personalhour.com) for three pieces of clothing for myself: one linen shirt and two pairs of sized Large men's cotton pajamas (one gray, one blue). There were issues from the start but I am only concerned with the outcome. My order then arrived in two shipments and I have no complaints over the linen shirt or gray pajamas as the size, materials and color were all reflective of what was pictured and described on the website. However, the blue pajamas were not only the wrong sized (ordered L, received M) from what I ordered, there were constructed of a different material, and were not at all representative of what I believed I was purchasing, according to the website page. I sent an email using an automated webmail popup on July 8th, informing the company of the discrepancy. I did not receive a reply so I sent another email on July 22nd using my normal Gmail app. I received a reply the same day advising me to send photos of the pajamas and also a screenshot of my previous email. It turns out the webmail message from July 8th must not have sent, however this is a trivial matter. I replied on July 23rd with detailed photos of the pajamas, advising them to send me the correct ones, however I have received no response since. I have checked my 'sent' files in my email and I can verify my response was in fact sent on that day and also to the correct address (notifications@personalhour.com) I paid 45 dollars each for the pajamas. The gray set was comfortable. It was thick, soft cotton, just as pictured, but the blue set was a cheap, thin, uncomfortable knock off, different from the photo. This was a bait and switch and I want a refund. I have photos if needed of what I received, and a screenshot of what the pajamas should have looked like. The image of the blue pajamas is available on a internet search engine, but personal hour has taken the page down.

  

  Business response

  08/28/2024

  We sincerely apologize for this experience.
  As the PersonalHour brand, we no longer carry these clothing items, our focus entirely to our Pilates equipment. We used to be a reseller of these items in addition to the equipments , but they have since been discontinued from our catalog.
  However, if you had contacted us directly, we would have gladly processed a return and refund, even though we no longer support these products. Typically, these clothes were ordered for one-time use, which is why refunds are generally not offered.
  To resolve this issue, we will send you a return label, and once we receive the item, we will process your refund.
  

   

  Customer response

  08/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: they do not address the bait and switch aspect. Personal Hour sent me a subpar and completely different product from what was pictured and described on their web page at the time I placed the order, which has been corroboarted by my photos in the complaint from yesterday.

  And now they say the issue would have been resolved if I had contacted them directly, which I did. Personal Hour failed to respond to my email in which I provided them pictures (at their request) of the product they sent me. I am also unable to send them back their product as they sat on our dining room counter for more than a month and my wife threw them out just this last weekend. 
  
  Regards,
  
  ****** *******

  

  Business response

  08/28/2024

  Hello ******, 

   

  We have created a return label for you to return the item you believe it doesn't match the description 

  Please follow the instructions and once returned, we will offer a full refund 

   

  Thank you 

  Customer response

  08/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: as I stated in my last rejection response, the clothes have been thrown out by my wife because she observed them sitting on the counter for more than a month, which is time I soent waiting for them to respond to my email. It is disingenuous of Personal Hour to pretend that they will act on good faith when they have already demonstrated that do not respond to messages where they have been the photographic evidence that shows they sent a product that was different from what they advertised on their website at the time I made my purchase. 
  
  Regards,
  
  ****** *******

  

  Business response

  08/28/2024

  The screen about one item and again we don't control the quality of these that is why we stopped selling them 

  What about the other two ? 

   

  Customer response

  08/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I feel as though I'm explaining this to my daughter rather than a business owner. 

  The gray pajamas were the correct product (brand, color, size, material), otherwise—totally representative of what was pictured. I ordered a blue set of the exact same pajamas, however, they were a different brand, the material was far different from what is used in the gray version, otherwise—not at all representative of what was pictured. I have given Personal Hour comparison photos of what I received, versus what they had pictured on their website. How are they unable to see the distinct differences in material? It's a though one looks and feels like a fluffy comforter and the other being a thin, rough set of dormroom sheets. 

  
  Regards,
  
  ****** *******

  

  Business response

  08/30/2024

  Is refunding the item you don't like without a return will solve your problem ? 

  Customer response

  09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Referencing (Attachment): Model Nour 2.0 Order # 23_77_2056 Price paid: $1,490.00 USD. Production date Aug 2023 Item Serial code: ************ Warranty expiry date: September 03. 2024 (Exhibit #11) I have started communicating with Personal Hour on April 23rd, 2024 for a refund and I have been lied to for sending replacement parts for over a month and now they want to gift me a new reformer, which I know is another stall tactic. I want a full refund and if they pay for shipping, I will return their defective pilates reformer back to them.

  

  Business response

  06/18/2024

  We appreciate your feedback and have reviewed your case thoroughly. The order in question was placed in August 2023, and you purchased a showroom-used item at a very discounted price, for which you also received an extra gift card. We did not receive any communication from you regarding issues with the item until six months after delivery, specifically about problems with the foot bar.
  Given the substantial possibility that these issues arose from usage, and considering that the item was a showroom piece, we offered to replace the affected parts free of charge. However, you have insisted on a refund, which falls outside our policies for the following reasons:
  The complaint was reported six months after receipt of the item.
  The item was a showroom piece, sold "as is."
  The reformer, typically used for short-term rehabilitation, is generally non-returnable after use.
  Furthermore, as a gesture of goodwill, we proposed providing a completely new piece of equipment. Despite this, you have continued to insist on a refund. This request is not acceptable under any vendor policies, as it is clear that the item was used for six months, and now a refund is being sought.
  We regret to inform you that we cannot accommodate your request for a refund.

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  1. I attempted to use the pilates equipment delivered from Personal Hour, but could not, because it malfunctioned, due to manufacturing defect for the show room item delivered to me.

  2. Per their webstie, Personal Hour ensures that all equipment is reviewed and must pass their quality standards. If this was the case, then why was this showroom item, delivered to me "as-is", have wood inside the metal grooves and misaligned, which would not happen with "use" of a Pilates reformer. No use of Pilates reformer equipment, would cause the wood that was never cleared by the manufacturer and the misalignment of plates to the wooden base grooves, cause the footbar to not  properly sit inside the pegs as it should be justified.

  3. Personal Hour has constantly lied and deceived me since the purchase of the Noor Pilates reformer. No where on the paper work when I purchased the equipment or on the paper work provided to me, did it ever state I had 14 days to provide any damage.

  4. If Personal Hour would provide my order form, where Nadia asked to write in there, that I wanted 2 green springs to the BBB, it would then support, what I requested in my purchase. I then received a text message from Nadia, stating Personal hour did not have the green springs, when they were in stock and they would be delivered to me when they were in stock.

  5. By Personal Hour stating, that they provided an Amazon gift card, has no purpose in all of this. They sent it as a birthday gift as the pdf reflects. I never asked for the Gift card, I did not want a gift card and the gift card has not been used. I can return it.

  6. But I requested and paid for is a proper functioning Pilates reformer and it is not what I received. Personal Hour, knowingly delivered to me a non-functioning Pilates reformer.

  7. Why it took me a while to finally assemble my Pilates reformer, is because we found out my mom is terminally ill and does not have long to live. So, my number one priority has been taking care of her, not this Personal Hour Pilates equipment, that states on the warranty is new and is through September 2024 and then on their website states it was a show room equipment and sold as-is. Once again deceiving the consumer.

  8. The Noor pilates reformer that was delivered to me "as-is" should not have passed a safety inspection or a quality control inspections, because it can and will cause bodily injury and harm.

  BBB - kindly review the attachments I previously provided with all of the pictures, texts and emails to support my response.

  
  Regards,
  
  ******** *****

  Customer response

  06/20/2024

  I am very confused as to why BBB in Ohio closed my case.

  I did not accept/rejected the Personal Hours response and all BBB in Ohio did is state I am not satisfied and closed the case? This does not seem right. Will have to inquire my rights now with DOJ.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a Pilates reformer in October 2023. I canceled it three days later. It was not within the free cancellation period 24 hours. I disputed the charge with my credit card company because their website stated that no production occurred during the weekend, and that’s when the order was placed and canceled. They refunded me the shipping charges because nothing ever shipped. I ordered a second machine from them in January, not realizing it was the same company because I ordered through Amazon. I wanted to cancel the second order, realizing it was the same company and was told I could not. I was fully expecting delivery of the equipment the first part of March. I was notified yesterday that the seller canceled the order. Amazon informed me that it was due to inventory issues. now the company wants to charge me a cancellation fee for the 2nd order and legal fees for the credit card dispute. They actually want to charge me a cancellation fee and deduct it from the credit card dispute monies which is illegal.

  

  Business response

  03/05/2024

  We appreciate the opportunity to address the concerns raised by ** ** ***** ****** regarding their recent interactions with our business.
  Upon reviewing the details of the case, we would like to provide clarification on the sequence of events. ** ** ***** ****** initially placed an order through our website and subsequently requested a cancellation after production labor had already been initiated. Our business operates with clearly defined terms, including a cancellation fee, which the customer acknowledged and agreed to upon placing their order.
  Despite our attempts to communicate and resolve the situation directly with the customer, they chose to initiate a chargeback without engaging in further dialogue with us. However, we were able to provide evidence demonstrating that production costs had already been incurred, and our terms regarding cancellation fees were clearly outlined and agreed upon by the customer.
  Ultimately, we successfully defended our position in the chargeback dispute, but in an effort to maintain positive customer relations, we voluntarily refunded the customer as a gesture of goodwill.
  Subsequently, ** ** **** placed another order through Amazon, only to cancel it once again, resulting in further losses for our small business. Unlike our independent website, Amazon's policies do not impose cancellation fees, leaving us vulnerable to financial losses in such situations.
  While we strive to provide excellent service to all our customers, instances like these, where cancellations occur without valid reasons, significantly impact our business's sustainability and viability. We remain committed to finding solutions that benefit both parties and uphold the integrity of our business operations.
  Thank you for your attention to this matter. Should you require any additional information or clarification, please do not hesitate to contact us.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩