Business Profile

Exercise Equipment

PersonalHour

Complaints

This profile includes complaints for PersonalHour's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

9 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/03/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two pilates machines on January 28, 2025. They were suppose to be delivered around the 3rd week of March. I have received no updates from this company and have reach out to them several times and not able to get a shipping date or any status update. I was told they would call me yesterday and never received a call. I would like my machines shipped OR a full refund.
Business Response
Date: 04/04/2025
I understand your concern, however, if you reached out to us directly we would provide tracking information, no need for escalation
Tracking are below
Tracking number: 150314499
ABF Tracking Number
*****************************************;
Customer Answer
Date: 04/04/2025
I have attached only two of the 24 emails I have sent Personalhour over the past 2 weeks. They have a generic response, I had asked for an *** on shipment and was NEVER able to get that info until I involved the BBB.
Customer Answer
Date: 04/13/2025
The pilates tables were delivered. The problem is their company does not communicate until the *** or BBB is involved. My complaint has been resolved.
Thank you,
****** ****
Initial Complaint
Date:03/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 23 I ordered a Pilates bed. I was promised it in six weeks because I have a bad back injury. It is now 10 weeks and they will nottell me anything about where it is in the process. If its coming, I was hung up on I asked for a refund in a chat refuse to give me a refund. They want to keep 20 to 50% of my money when they broke their own contract promising this to me. also lied instead of the bed was made here in ********** or **** and I come to know that they come from ***** so who knows when it will actually arrive. My doctor told me that could not wait any longer and that I had to go buy something else from another company. I have never seen anything like this to refuseto refund money and not even deliver the product. I want my money back please can you help me Im 70 years old on ******** and was doing this to help my spine. I had a crushing injury when I was a nurse. im not the first ****** to make a complaint. They have multiple complaints on your website as well. ****** ****** yelp and no one seems to able to help me please. Can you help me get my money back? This is so unfair to do to someone thank you so much for yourtime. I just want to refund and just pretend this was just a bad dream.
Business Response
Date: 03/28/2025
We understand your concerns, and we appreciate the opportunity to provide clarity.
However, wed like to address a few important points with transparency:
Your order included extensive customizationsfrom color changes to adjustable componentswhich clearly classified it as a custom order, not standard in-stock.
Our stated 68 week timeframe refers to production only, with shipping following that. Your order was already in transit when the dispute was opened.
You previously requested a refund on an earlier order, which we processed. Despite that, you placed another custom order, then began the dispute and cancellation cycle again, which has created operational strain.
Additionally, we take the well-being of our team seriously. There are documented incidentsincluding recorded callswhere our representatives were subjected to unnecessary pressure and distress, including one situation that led to a team member becoming visibly upset.
Please note:
You placed a custom order that is not eligible for the same policies as in-stock warehouse items.
Opening a bank dispute goes against our stated policies and terms of purchase.
Your current order (#**_01_E_6689) has been officially cancelled and refunded, as reflected in the attached documentation.
The funds are currently being held and managed by your financial institution due to the dispute processnot by us.
Given the repeated pattern of ordering, canceling, disputing, and requesting highly personalized changes, we are unable to continue a business relationship. We will also be reporting this matter to the relevant consumer behavior tracking platforms.
We hope this clears up any misunderstanding.
Customer Answer
Date: 03/31/2025
> My order is at 10weeks and they hung up on me. Refuse to respond nor give me a refund. I will not accept a partial refundbecause we are way past 6 weeks. I am fowarding an email from february too in my next email. The highlighted screenshot is straight nonesense.
> Thank you for your assustance. My ** said my back ***** wait and said i am never getting that pilates bed. I had to get something else.
> Conveniently after my purchase they changed their terms.
Business Response
Date: 03/31/2025
Please find attached a record of your actual order history, directly from our Shopify system. We are fully transparent and willing to legally verify this information, including order timestamps and activity logs.
Your first order was placed on January 23, 2025, at 11:05 PM via our online store and was fully refunded on February 26without any cancellation feesafter a call to our customer support team.
During that interaction, our staff experienced harassment, which caused significant emotional distress to one of our team members.
You then placed a second order on February 26, 2025, at 1:31 PM, and subsequently filed a chargeback on March 28, which is clearly outlined as a violation of our store policy.
In addition, weve documented that you have shared private and internal information about our company without consent, made false public claims, and accused us of policy changes that never occurred. This behavior has not only disrupted our operations but has also impacted the well-being of our team, which we take seriously.
At this point, we must express our concern that your pattern of placing, canceling, and disputing orderspaired with the release of misleading informationraises the possibility of intentional harm to our business reputation.
We are a small business built on trust, honesty, and customer care. While we treat all customers with respect and professionalism, we must also protect our team and business from harmful and unethical behavior.
We will not be moving forward with this order, and this matter is now being handled through the appropriate legal and payment channels.
Customer Answer
Date: 04/07/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23124244

I am rejecting this response because:
EVERY SINGLE WORD IS A LIE!!
The BBB has had 6 other complaints against this business. Are we all wrong?
I violated nothing. It is my right to do a chargeback and post reviews. if i am never going to receive my item.Quite frankly everything they alleged was their own behavior. I have records of multiple calls being hung up on. non responses to emails.
receiving veiled threats, and saying that its illegal to do a chargeback and that my trust score will go down is about a business. This is absolutely ridiculous.they call somebody inquiring to see where their order is because its been now 12 weeks harassment because they dont have a response because they dont know where the order is. Ive already sent you all the documentation that I can but this is absolutely ridiculous. I thought that you were going to help me, but I guess not anybody can say anything apparently but the bottom line is Im not getting the item and Im not getting a refund how is that OK?

Regards,

****** ******
Initial Complaint
Date:01/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I purchased a Pilates reformer. We paid an additional $150 to have the item delivered and on the day of delivery 2 men showed up to my house in the rain with the reformer on the back of a open trailer fully assembled and wrapped in plastic, I refused the item Because it could not go into my basement fully assembled and because of how they transported it in the rain I told them I wanted the item new in a bo. I refused it and told them I would like my reformer brand new. We ended up picking up the reformer in our own truck however they did not refund my $150 that I paid for delivery and they gave me the wrong color.
Business Response
Date: 01/28/2025
Thank you for sharing your concerns regarding your Pilates reformer delivery. We take customer feedback seriously and want to address your points in a professional and transparent manner.
To clarify, we have detailed records and proof of the inspection and installation processes that were completed before shipping your order. The reformer was delivered in the exact color and condition as ordered. Additionally, as part of our service, we sent two of our team members to your location to provide complimentary installation, which was pre-planned and agreed upon during the order process.
On the day of delivery, despite the unfavorable weather conditions, the team securely wrapped the reformer in plastic to ensure its protection and arrived with the fully installed equipment, as agreed. Unfortunately, we have documented complaints from our employees stating that they were treated unfairly and left outside without being allowed to complete the delivery. One of the team members subsequently became ill due to prolonged exposure to the rain and resigned from their position.
While the reformer could not be brought into your basement fully assembled, our teams attempt to deliver and install the equipment was in line with the agreed-upon terms. Please understand that the cost of the deliverycovering a 400 lb fully installed reformerfar exceeds the $150 fee, which we heavily subsidize to provide this service to our customers.
Given the circumstances, we cannot refund the delivery fee, as the team not only attempted to deliver but went above and beyond by enduring difficult conditions to fulfill their commitment. The reformer was delivered in new condition, with full assembly, and we remain confident that our efforts were fair and met the expectations outlined prior to delivery.
We value our customers and deeply regret any misunderstanding or dissatisfaction. If you have any further questions or concerns, we are happy to discuss this matter further to find a solution.
Customer Answer
Date: 01/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because: the seller is not being transparent I ordered a white Pilates reformer I have attached the pictures below of what I ordered. The seller called me and told me she does not have this so I asked her did she have it in an upgraded model she said yes if I purchase the elite plus she has a white so I paid the upgrade fee and she was supposed to deliver I asked her at the time of delivery with the driver bring the package into my basement. She says its up to the driver. I said I would like my item new in the box. I will assemble it myself. She said OK. They called me and told me they were deliver. The reformer on Saturday they showed up to my home with a fully assembled reformer that was not able to be transported into the basement. I have a ring camera and I recorded the whole interaction. It was raining and I asked them. Why was the reformer already put together that I cannot take it into the basement like this I would like it to be new in the box. He stood under the camera and called her, and I have the whole conversation on tape. They left with the reformer. The company is doing fraud, even though they did not deliver the reformer they marked the reformer as delivered. I contacted them immediately and told her that nothing was delivered.I made arrangements to pick up the reformer. When I picked up the reformer, it was the wrong color. It has scuff marks, as if it had been used or possibly damaged by the delivery team and also I was charged. This is not fair and not a good business practice. She took it upon herself to assemble, my machine, did not give me owners manual gave me the wrong color and charge me for delivering the item. I also attached another picture of what I actually received, which is not white.

Regards,

**** ****
Customer Answer
Date: 01/29/2025
Just wanted to show pictures of what I ordered versus what I received.
Customer Answer
Date: 01/29/2025
Just wanted to show pictures of what I ordered versus what I received.
Complaint: 22864959

I am rejecting this response because: the seller is not being transparent I ordered a white Pilates reformer I have attached the pictures below of what I ordered. The seller called me and told me she does not have this so I asked her did she have it in an upgraded model she said yes if I purchase the elite plus she has a white so I paid the upgrade fee and she was supposed to deliver I asked her at the time of delivery with the driver bring the package into my basement. She says its up to the driver. I said I would like my item new in the box. I will assemble it myself. She said OK. They called me and told me they were deliver. The reformer on Saturday they showed up to my home with a fully assembled reformer that was not able to be transported into the basement. I have a ring camera and I recorded the whole interaction. It was raining and I asked them. Why was the reformer already put together that I cannot take it into the basement like this I would like it to be new in the box. He stood under the camera and called her, and I have the whole conversation on tape. They left with the reformer. The company is doing fraud, even though they did not deliver the reformer they marked the reformer as delivered. I contacted them immediately and told her that nothing was delivered.I made arrangements to pick up the reformer. When I picked up the reformer, it was the wrong color. It has scuff marks, as if it had been used or possibly damaged by the delivery team and also I was charged. This is not fair and not a good business practice. She took it upon herself to assemble, my machine, did not give me owners manual gave me the wrong color and charge me for delivering the item. I also attached another picture of what I actually received, which is not white.

Regards,

**** ****
Just wanted to show pictures of what I ordered versus what I received.
Business Response
Date: 01/30/2025
The picture you shared is of the smaller model, which is available in this color. However, you specifically requested an upgrade to the Plus model, and the Plus version in white comes in Winter White, as shown in the product images on our website : ***************************************************************************************************************** it is white, but not paper white.
We sent you the Winter White Plus Reformer, exactly as listed and displayed on our website. The image you referenced corresponds to the smaller version, not the upgraded model you ordered
Customer Answer
Date: 01/30/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because: because the seller called to tell us they did not have the original item in white and asked me if I wanted a different color. I asked me if they had white in an upgraded model, and the seller said yes. She failed to tell me it was a different type of white. She misled me and delivered something that I did not want. I was clear about the color I wanted and clear about receiving the item new in the box. Instead, I received the wrong color and item fully assembled and she charged me for the delivery that they did not do. I will accept the reformer despite it being the wrong color if the seller is willing to work with me and refund my delivery fee. If not I will return the item and buy from someone who appreciates my business .. I spent $2600 and the experience has been poor..

**** ****
Business Response
Date: 02/03/2025
The call initially pertained to your original order for the Lite model. However, you later requested an upgrade to the Plus modelwhich, to clarify, does not exist as a "Lite Plus" version. You can verify this on our website and in all our order records.
You demanded an upgrade, and we accommodated your request by providing the Winter White, which is the lightest available color for the Plus model. In doing so, we ensured you received our top-tier reformer at an exceptional price, making this an outstanding value.
There is no valid reason for a complaint beyond what appears to be an attempt to cancel the order. Given that this purchase was made through installments, it is clear that all this back-and-forth is being used as a means to avoid paying the installment cancellation fees
Customer Answer
Date: 02/04/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because: the seller is harping on the color issue. The seller intentionally mislead me I have a voice mail from the seller where she asked me could I take another color. The seller initiated the upgrade by telling me they had the larger model in white when I refused to accept another color.. the seller is also charging me for delivery when I picked up the item. I have agreed to accept the reformer in the bone color if they would refund the delivery but they are not willing to work out a resolution. If we cannot work out a fair resolution. I requested a return within the 14 day window so they need to return or refund the delivery fee. I will report the return to affirm soon

Regards,

**** ****
Business Response
Date: 02/06/2025
As previously explained, you originally ordered the Lite model, and the Lite White is pure white. You later chose to upgrade to the Plus model, and the only white available in the Plus version is "Winter White", which is exactly what you received.
Please review this link to confirm:
?? Nano Premium Studio Pilates Reformer Elite 2.0 - Winter White
You received the exact model listed on our website, and as a courtesy, we provided a $300 discount on this upgrade. There was no misleading information, and the change was made in direct response to your request.
Regarding the Delivery Charge
The delivery charge was not just for shipping, but also for processing and handling the order. While you opted for pickup, please note that we attempted delivery, scheduled an appointment, and even traveled to your location. However, you refused to open the door for 30 minutes, causing unnecessary disruption and leading to one of our team members falling ill and ultimately resigning after feeling humiliated during the process. These fees remain applicable, as the costs were incurred regardless of whether you ultimately chose to pick up the reformer.
We have been transparent and accommodating throughout this process and have already made significant concessions to work with you. At this point, the order is not eligible for return, and the delivery fees are non-refundable as per our policy
Business Response
Date: 02/06/2025
As previously explained, you originally ordered the Lite model, and the Lite White is pure white. You later chose to upgrade to the Plus model, and the only white available in the Plus version is "Winter White", which is exactly what you received.
Please review this link to confirm:
?? Nano Premium Studio Pilates Reformer Elite 2.0 - Winter White
You received the exact model listed on our website, and as a courtesy, we provided a $300 discount on this upgrade. There was no misleading information, and the change was made in direct response to your request.
Regarding the Delivery Charge
The delivery charge was not just for shipping, but also for processing and handling the order. While you opted for pickup, please note that we attempted delivery, scheduled an appointment, and even traveled to your location. However, you refused to open the door for 30 minutes, causing unnecessary disruption and leading to one of our team members falling ill and ultimately resigning after feeling humiliated during the process. These fees remain applicable, as the costs were incurred regardless of whether you ultimately chose to pick up the reformer.
We have been transparent and accommodating throughout this process and have already made significant concessions to work with you. At this point, the order is not eligible for return, and the delivery fees are non-refundable as per our policy
Customer Answer
Date: 02/07/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because: sellers failure to accept responsibility in the matter, failure to address and resolve issues promptly and professionally. I have requested a refund and the seller has not responded. My next action will be to contact affirm and proceed with the next level of action. If they dont address a resolve, it doesnt make sense to keep going back-and-forth. They want me to believe they offer me a $200 free upgrade and installation but then they rob me for a delivery fee. I am not obligated to accept an open package with damage. It was not the correct item. They will not address that I requested my package in a box and they showed up with a package on the trailer thats why we refused the package. At no time were we rude or disrespectful we only ask them to bring the item new in a box. After we refused the item we received an email Stating that they had delivered a white elite light to my home, which was a flat out lie. Please see attached email. All Im asking them to do is refund the delivery charge if they are not willing. They can process a refund of the item. That is my right and I have requested a refund twice I received an email stating they would escalate my request for refund but no one has responded.

Regards,

**** ****
Business Response
Date: 02/10/2025
We take full responsibility for our actions and commitments. However, we also stand by our business ethics and fairness in trade. Let me clarify the situation once again:
Delivery Process & Equipment Handling
We internally deliver using a trailer to ensure we can provide two-person delivery and installation at an affordable rate. This allows us to maintain fair labor standards, given the high hourly rates in our industry.
There is nothing wrong with transporting equipment in a covered and well-protected trailer, as long as the reformer is secured and handled properly.
The equipment was taken out of the box as part of the installation processa service that you specifically requested.
Basement Installation & Safety Standards
You requested installation and delivery to your basement, which we attempted to fulfill.
However, we do not and will not allow two people to carry a 400 lb machine down the stairsthis is against our business code of safety and completely unreasonable.
Customer Conduct & Ethical Treatment of Our Team
Our delivery team was left outside in the rain for over 30 minutes without the door being opened. This was not only unethical but also humiliating for our staff, who were simply there to complete the service you scheduled and accepted.
You agreed to the upgrade and paid for it, accepted the free installation service, and personally chose the delivery date and time.
Refusing to even inspect the equipment and ignoring our team for 30 minutes is not an acceptable way to treat our staff, and we must protect them from such disrespectful behavior.
Regarding Refund Requests
Rejecting the order without a valid reason is not our responsibility to cover.
The delivery charge remains non-refundable because the service was rendered in accordance with the order placed. A team was dispatched, labor was provided, and a proper delivery attempt was made.
If you are seeking a full refund, you must return the equipment per our policy, and it will be evaluated accordingly. However, an outright cancellation after an accepted upgrade and delivery attempt does not qualify for a refund under our terms.
We have been fair, transparent, and accommodating, but we will not continue engaging in unjustified disputes. If you would like to return the equipment, we are happy to provide you with the process for doing so. Otherwise, this matter is considered closed on our end.
Best regards,
Customer Answer
Date: 02/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because: I did not request assembly. This is a lie. I requested my package in a box. Whoever is reading this, please make sense of this. You gave me free assembly for $200 when I didnt ask for it. I told you the reformer needed to go in my basement The first time we spoke. why would you assemble the reformer somewhere else if you cannot carry a 400 pound machine down the stairs.. this does not make sense! She offer me a different color I refused she told me she had white in the plus so I purchased the upgrade and she delivered a different color anyway. What she did is she took a reformer out of the studio and put it on the trailer and try to sell it to me as new And I dont appreciate that if you can offer a free $200 assembly that I didnt ask for you can provide good customer service by not charging a customer for delivery that did not happen. You had no authority to open the package and assemble it. I am a very meticulous person and I did not want you to assemble anything. assemblies are usually done in the home after they are delivered I have never received an item fully assembled and then delivered. Its brought in opened up and they put it together.

Regards,

**** ****
Business Response
Date: 02/13/2025
Dear ****,
We would like to clarify the facts regarding your order and delivery once again.
Complimentary Installation Was Offered & Accepted
On a recorded call, our customer service team informed you about the complimentary installation, and you agreed to receive it.
During the same conversation, you inquired about basement delivery and installation, which further confirms that you were aware of and accepted the installation service.
Delivery Fees Cover the Attempt, Regardless of Acceptance
The delivery fee covers one scheduled attemptwhich took place. Regardless of whether you accepted the item, the delivery still happened from our side, and we paid the necessary fees to the team handling the transport and installation.
Additionally, we have compensated for the inconvenience that occurred, despite fulfilling our commitment to deliver the product as arranged.
The Reformer Was 100% New & Removed from the Box for Installation
The reformer you received was brand new, and we have documented proof of this.
It was taken out of the box as part of the installation process, which is a standard practice when assembly is included.
Your claim that the reformer was taken "out of a studio" is entirely false, and we have clear proof that the item delivered was brand new.
The Correct Color & Model Were Delivered
You upgraded to the Plus model, and the only white Plus model we have ever sold is Winter Whitethe exact one listed online and the exact one you received.
There was no misrepresentation of the product or its color; you were given the only white option available for the Plus model, which is the one you agreed to.
We have already explained these points multiple times. We fulfilled your order exactly as requested, including an upgrade, free installation, and scheduled delivery. The rejection of the delivery and subsequent claims do not align with the documented facts.
At this point, we will not continue back-and-forth discussions over an issue that has been fully addressed. Let us know if you wish to proceed with a return following our policy; otherwise, this matter is considered closed.
Customer Answer
Date: 02/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because: I have already stated my position several times I have video footage as well of the delivery and I did not ask for complimentary assembly. If you have a recorded phone call, you also have the recordings when you told me you had my reformer in white. I have requested three things give the refund for the delivery because I picked up the item. I will accept a loss because you delivered the wrong product. The product was damaged in your delivery attempt or you can give me a refund. I have requested a refund Ive already resolved this issue with you. You are not willing to move forward with the refund of the delivery fee. I would like to refund the item. I have asked you this two weeks ago. Im tired of going back-and-forth over the same thing.

Regards,

**** ****
Customer Answer
Date: 02/13/2025
w
dear Better Business Bureau, I need to get this issue resolved. The seller is stalling for time when I have requested a refund. I will have to report this to an affirm and charge back the itemsoon because the seller is not honoring their policy I will not accept the open box item as new.
Complaint: 22864959

I am rejecting this response because: I have already stated my position several times I have video footage as well of the delivery and I did not ask for complimentary assembly. If you have a recorded phone call, you also have the recordings when you told me you had my reformer in white. I have requested three things give the refund for the delivery because I picked up the item. I will accept a loss because you delivered the wrong product. The product was damaged in your delivery attempt or you can give me a refund. I have requested a refund Ive already resolved this issue with you. You are not willing to move forward with the refund of the delivery fee. I would like to refund the item. I have asked you this two weeks ago. Im tired of going back-and-forth over the same thing.

Regards,

**** ****
Business Response
Date: 02/18/2025
We sent you an email outlining our return process, and our policy is clearly stated and publicly available. We have provided all the necessary information on how to proceed with the return and what steps need to be completed. Please review the policy and follow the process to ensure a smooth return
Customer Answer
Date: 02/19/2025
I reject a complaint because the company has not addressed the issues in the complaint. I have showed multiple proofs that I ordered a white Pilates reformer instead of giving me what I ordered. They tricked me into buying something different and they still did not deliver the right color. Then they lie about delivery Sending an email stating they delivered the product which they didnt damage to the island they sent my reformer fully assembled on the back of a trailer and charge me $150. They have failed to acknowledge any wrong and I have proof. So if they are unwilling to work with me for a resolution, I will have no choice, but to proceed with a small claim. I have agreed to accept the wrong color even though I was clear but I will not pay for delivery when I picked up the item. The other option is to return item to the location for a full refund. They have communicated that I should ship to them and pay to restock a used machine that I didnt ask for. Since they are not willing to respond professionally I will proceed with a lawsuit in small claims court. They gave me the wrong color item defamation of character and court cost.

Complaint: 22864959

I am rejecting this response because:

Regards,

**** ****
Business Response
Date: 02/20/2025
We have explained multiple times that the product you picked up is 100% what was ordered. You chose to upgrade to the Nano Elite Plus White, and we conducted a thorough inspection to confirm that the item was exactly as described. We also provided images showing that the product you picked up matched what was ordered after your upgrade.
To clarify further:
The Nano Elite Plus White has been the same model, color, and design since it was introduced and has been displayed in our showroom exactly as advertised.
The original product you ordered was a smaller reformer, and you upgraded to the Plus model, which is what you received.
Our product descriptions and images are published clearly, and our policies are transparent and available for reference.
Regarding the delivery rejection and fees:
Delivery is not free, especially for scheduled appointment-based deliveries.
Rejecting the delivery without valid cause makes you responsible for shipping costs, as stated in our policies.
When our delivery team arrived, you refused to even open the door or look at the product, leaving the team standing in the rain for 30 minutes.
Unfortunately, due to this incident, one of our staff members fell ill and had to quit their job.
We have gone above and beyond to support and accommodate your requests, and we remain committed to fair and professional communication.
If you wish to return the reformer, our return policy is clearly stated and has been provided to you. Any return will follow our standard process, including restocking fees for used equipment, as outlined in our policy.
We are here to assist you within the terms of our policies and have made every effort to ensure transparency. However, continued false accusations or misrepresentation of facts will not change the reality of the situation.
Let us know how you wish to proceed within the policy guidelines.
Customer Answer
Date: 02/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because:
No, no and no, this company called me and told me they did not have the machine that I ordered in white so I specifically told her no I did not want another color. However, if you have this color in an upgraded model, I will consider she say yes we have this in white in the elite, plus so the upgrade wasnt my choice. It was an alternative in good faith trying to work with you when you did not have what I ordered you them misled me by selling me something different. Something that was a display you and I know that this reformer was sitting in your studio and you try to sell it to me as new and this is wrong. You need to rectify the matter before it gets to court because I have proof.. I have the recorded message of you telling me you did not have my reformer in white and asked me will I accept another color? This is recorded. I have the video footage of the delivery people who came here with a reformer on the back of an open trailer in the rain damage. I have the receipt where you said you delivered an elite light when you did not I picked it up and when I picked it up, you tricked me because you gave me a reformer in a crate that was clearly stamped as white not winter white but white because we discussed this prior. I did not ask you for a complementary assembly. I asked you did the machine come in a box and can they take the box to my basement so Ive been trying to be flexible with you and work with you in good faith but if you dont want to refund the delivery thats fine we will let the judge decide. I have attached pictures for the better business bureau to see your deception. Please look at the picture of the reformer they gave me and the crate tag they attached.

Regards,

**** ****
Business Response
Date: 02/24/2025
Dear ****,
We appreciate your patience and the opportunity to address your concerns. PersonalHour maintains a detailed order history, including all updates, upgrades, and payments associated with your purchase.
Your original order was for a smaller reformer in White, which was not immediately available for shipping at the time of your purchase. We communicated that it would take approximately two weeks to be ready. During our conversation, you expressed interest in a larger reformer, and we informed you that the Plus model was available in Winter White. We also invited you to visit and see it in person before proceeding with the upgrade. However, you chose to move forward with the upgrade without coming in, a decision we did not pressure you into.
The Plus model is one of our premium reformers, and it is available in specific colors as listed on our website. The images and model specifications online match exactly what you upgraded to and purchased. The order history clearly reflects that you chose to upgrade to the Plus model and paid the corresponding amount. Additionally, we provided a $300 discountsomething we do not typically offerto match your original price as a goodwill gesture.
Regarding the delivery, we acknowledge your concerns, but the facts remain as follows:
The order and upgrade were made transparently, and the Plus model you received aligns with your purchase.
We did not mislead or misrepresent the product, as the model and color were clearly communicated and published online.
The delivery and condition of the reformer were not misrepresented, and we did not mislead you into accepting an open-box or display model.
We understand that you may still have concerns, and we are open to finding a reasonable resolution. However, the order history, transaction records, and product details all confirm that the correct model was delivered as per the agreed upgrade.
Customer Answer
Date: 02/25/2025
I reject the business response because Ive shown multiple proof that they did not give me what I ordered. They do not have a right to open my box and assemble it somewhere else when I asked for my items to be brought in a box. It was damaged in the rain the metal show signs of oxidation and they have failed to take responsibility for any part of your actions

Complaint: 22864959

I am rejecting this response because:

Regards,

**** ****
Business Response
Date: 02/27/2025
Here is the website link for the Nano Elite Plus you ordered:
*****************************************************************************************************************
This is the exact model that was shipped to you. We have only the colors listed on our website, and no other color variations have ever been available. The reformer you received is the same upgraded version you selected, and anyone is welcome to visit our showroom to verify this.
We have done our best to accommodate your requests, including offering you a $300+ discount. However, we cannot ignore the fact that our team members were treated unfairly during this process. Your behavior towards our staff was unacceptable and caused significant disruption along with false claims.
At PersonalHour, we are committed to providing top-tier customer support, but we are equally committed to protecting our team from mistreatment. The product images before packing and the pictures on our website confirm that what you received is exactly what was ordered and upgraded to.
Customer Answer
Date: 02/28/2025
I rejected the business response Because the business has not responded to issues appropriately. They charged me for delivery that didnt happen due to negligence. I only agreed to pick up the machine after they confirm that I could pick up the machine new in a box when I picked up the machine. It was not new in the box. It was a floor model. I immediately contacted her and told her it was oxidation and the reformer appeared used or damaged due to exposure. I only upgraded machine because she did not have my original order in white. She has failed to acknowledge that she called and told me she did not have my machine in white and when I asked her did she have it in an upgraded model she said yes, so I purchased under the impression that it was the same white color She even sent pictures and delivery receipt Stating it was whitePlease see pictures of the box and the fake delivery email

Complaint: 22864959

I am rejecting this response because:

Regards,

**** ****
Customer Answer
Date: 03/03/2025
I need to be reimbursed for a shipping charge of $150 that I was charged. I Rejected the delivery because it was not delivered appropriately and it had gotten wet in the rain.
Business Response
Date: 03/06/2025
We understand your concern; however, the delivery was rejected without inspecting the product. It was assumed to be wet, despite being securely covered. Making assumptions about the product’s condition without proper verification is not the right approach.
Additionally, our delivery team was left standing outside in the rain for approximately 30 minutes, attempting to communicate with you through the door, which caused serious issues for them.
That said, if you had reached out to us politely, we would have been happy to offer a $150 goodwill credit as a gesture of customer care — and we are still willing to do so. However, your case does not qualify for a delivery refund. If we do proceed with any refund, it would purely be a gesture of goodwill, not an acknowledgment of your eligibility
Customer Answer
Date: 03/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864959

I am rejecting this response because:
Complaint: 22864959

I am rejecting this response because: we have not received the delivery fee refund. This refund should be credited back to Amex ending in 1434. We do not expect you to admit anything but we will not be slandered either. If you refund the delivery we will accept the reformer as a goodwill effort to resolve the issue with receiving the wrong color so both parties are taking responsibility for a terrible transaction and experience. In regards to the delivery team I have this interaction on video tape and you are welcomed to view it and how we dealt with them. This thing about delivery guys being treated bad is a lie. I did not accept the reformer because it was not new in a box. Free assembly takes place in the delivery location especially when you were informed it goes in the basement

Regards,

Jean Lima
Business Response
Date: 03/12/2025
We understand your concerns and appreciate your patience. As we have explained before, we are happy to offer you a $150 goodwill credit as a resolution.
However, to clarify:
Full assembly cannot be done at the customer’s location because each reformer must be professionally tested at our facility before being moved. This ensures quality control and prevents potential issues upon arrival.
Moving a 400 lb box to the basement by human power is not acceptable under our employee wellness policy. That’s why the reformer is assembled beforehand—to make it lighter and easier to transport safely.
The color of the reformer is correct, as per the order details.
If you are willing to accept the $150 goodwill credit, we are happy to proceed and close this case. If not, unfortunately, there is nothing further we can do at this point.
Please let us know how you’d like to proceed.
Customer Answer
Date: 03/12/2025
[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.
Yes, we will accept your Goodwill offer to credit us for delivery. Thank you. Please credit back to the credit card ending in 1434.
Regards,

Jean Lima
Customer Answer
Date: 03/12/2025
Hello, can you please send confirmation that the $150 shipping fee has been refunded thank you
Business Response
Date: 03/13/2025
We have applied $161 refund to the original payment method of the original order
Customer Answer
Date: 03/14/2025
Thank you

[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,

Jean Lima
Initial Complaint
Date:01/19/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May ****************************************************************************** ********** from this company. The estimated delivery date was June 5, 2024. I never received the item, nor they have not issued a refund. They claim that the item was delivered, which is untrue. I have contacted them numerous times (photos attached) and been unable to get any resolution. It does not appear that they have any intention of delivering the item or refunding me.
Business Response
Date: 01/21/2025

This appears to be a shipping issue, as we are unable to determine where the package was delivered or who signed for it. While such cases are rare, we are actively investigating the matter. In the meantime, we have processed a full refund for your order. Thank you for your understanding as we work to resolve this
Initial Complaint
Date:11/29/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for a Pilates reformer from PersonalHour on Nov 24, 2024. I reached out on the same day, November 24, 2024 to cancel my order. They are published cancellation policy states orders can be canceled for a fee within 24 hours. I received one reply from PersonalHour Informing me of what the cancellation fee would be. I agreed and asked for them to continue with my cancellation. I have not heard back from a representative, I’ve sent a multitude of emails, confirming my cancellation due to the fact that the order status online says it has not been cancelled. this would usually not be a problem as I would just return the product once I receive it however they do not accept returns So I would like to ensure that order is canceled appropriately. There is no published phone number for this company therefore I have no other way of getting in contact with.
Business Response
Date: 12/02/2024
Thank you for your feedback, and we truly appreciate your business. However, as outlined in our email correspondence and our policy available here: Cancellation Policy *************************************************************************** , cancellations are free for orders not paid in installments.
For installment orders, cancellation fees apply as we cover the interest on your behalf. Even when you pay 0% interest, we are still charged an 8% fee by the payment processor once the order is processed. These fees are non-refundable and are outlined in our terms, which you accepted when placing your order.
Customer Answer
Date: 12/03/2024
I accept the business's response to resolve this complaint. My complaint was not about the cancellation policy. It was the fact that I had not received an email response confirming that my order had been cancelled after 5 business days and numerous emails.

Regards,

******* ****
Initial Complaint
Date:09/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date:08/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 ([email protected]) 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 08/30/2024
Is refunding the item you don't like without a return will solve your problem ?
Customer Answer
Date: 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
Date:06/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:02/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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.

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