Pilatesflo Reviews 343

I received the Reformer about 4 weeks after ordering. I inquired about the shipping date and received a response within 24 hours. The product is very well made, easy to set up and very sturdy. Pilatesflo provided great customer service and the Reformer is an amazing piece of equipment. I highly recommend Pilatesflo and the product.

I’m learning the hard way that this company could be a scam. I was supposed to receive a wooden reformer three weeks ago and they refuse to have someone contact me by phone nor do they provide a phone number. Instead, they send same auto generated email stating they are working on it and will send shipping info when they have it. DO NOT order from this company. Plenty of reputable reformer companies out there that provide customer service numbers AND deliver when promised. I will be requesting a refund and ordering elsewhere.

Anna Taylor was extremely quick to respond and very helpful!
So far, I am pleased with the equipment. I feel like there should be free constant access or a video to basics on how to use it...not necessarily the routines, which I understand they want to use a paid model...but just some basics to access for proper usage.
Also, the "free" 14 days on the app should start when you receive the product, NOT when ordered. What good does it do if you don't have the equipment to practice the exercises?
Again, despite my minor disappointment, Anna was great and SUPER helpful!

The Good: The customer service team has been quick and concise. Shipping was also quick and the product came in great condition.

The Bad: Extremely disappointed in the company. I dont know about anyone else but when you make a purchase you expect to get what you pay for. After checking out and getting all of the email confirmations, including the gift card as promised, I recieved an email letting me know I had access to the app membership. Upon downloading the app I did not have access to anything. Instantly reached out to customer service providing screenshots of multiple emails and buisness advertising stating access to the app membership with purchase (key term being membership). The response from the customer service person is that they no longer offer the app access with purchases... So from my perspective this company is providing False Advertising for their products and having paid for a product and not recieving seems to me a Failure to deliver goods or services. My plan now is starting a return request of this product that just showed up yesterday because I do not want to support a company that goes back on their word and does not provide the service I thought I was paying for. The reason I purchased a product I was not familiar with is because it said I would have access to the app to see how to best use it. My hope for the Flo company is that you have someone in marketing fix this issue before anyone else ends up misled.

Fast customer service response and wonderful communication throughout resolving concerns

Anna Taylor quickly responded and assisted me to receive the support assistance I needed. She clearly explained things with courtesy and helped me to understand my options.

The customer service has been top-notch, which unfortunately isn't always the case these days. Anna Taylor was so responsive and answered all my questions in a timely manner. I'm excited to try out my new reformer and I now know that I will have their service to back me up with any questions along the way.

Such amazing customer service! They were quick to get back to me. They understood and made sure that my situation was handled in a timely manner. Thank you for such great service!

Anna Taylor was a pleasure to work with, she addressed my concerns and took care of my subscription issue without a problem. Great customer service

This company is not honest. When you purchase their pilates mat, you are given the impression that you will have continuous access to their App in order to learn the best ways to use the mat. This is not true. You will have a short access and then will be locked from it. Then, you are told you have to pay monthly for it because they had to switch to a "paying business model." Please, save your money. To make matters worse, the mat is very cheaply made. Customer service is condescending as well.

I purchased the Flo Pilates reformer several months ago directly from their website. The purchase included free lifetime access to the workouts on their app, including a free 14-day jumpstart challenge. Due to a surgery, I was unable to start the program immediately. When I was finally able to start using the equipment, I logged into the app and was unable to access the free workouts I had been promised with my purchase. I reached out to their customer service and at first they confirmed I should have lifetime access with my purchase and would escalate my issue to get it fixed quickly. However, the next email I received notified me that I now had to pay for access because they had reached over 50,000 customers and their app had changed to access through a paid subscription only. Therefore, despite the terms of my purchase, the company has refused to honor the agreement.

The ordering process was easy and my order arrived earlier than expected! I had an issue when ordering the app subscription and Anna Taylor was a dream to work with and fixed it promptly. I look forward to using my reformer more and more once I get past the beginner phase and can work this new workout into my day!

Update: I just received an email from the support team. They said that the reformer is on back order until Sept 15, 25. Hopefully, I will receive the order before then. Glad they communicated with me. I will leave this a 3 until I am able to review the actual product. -8/28/2025

I have ordered a Reformer on 8/13/2025. Initially, received the "free" items (ring, ball) and the box that I ordered at the same time as the reformer. However, I have not received the actual reformer. I have reached out several times via email and the "contact us" page. I have yet to receive an email back, only advertising emails. I am getting frustrated and disappointed. Keep in mind, my CC has been charged the full amount. Can't find a phone number. If I don't hear back from them withing the next day or so, I will initiate a stop pay on my CC.
I am giving this company a 3 until I hear back from them or receive my product. I give it a 3 because the product I have received is great. The box is really well built, but so disappointed that I haven't had any communication back from them except for advertising.

DO NOT BUY A REFORMER If I could give them zero stars I would. I ordered a wooden reformer July 8th. After 3 weeks I reached out only to find that they could not provide a ship date, mind you my card had been charged. After another week of no action, I requested a cancel of the order and a refund. Today is August 27th and I still do not have a refund from the company and I am out $1700. If you want a reformer, find a company that is reputable. Definitely not this one.

I placed an order for a reformer on 8/5 and to date have only recieved 2 "bonus items" that came with the reformer. I get tons of marketing emails daily but not 1 giving me the status of my order. I'm super frustrated as now I see other reviews where others have the same issues.

8/25 Update: company issued a full refund after review was posted.

Original: Order for the Pilates Studio Reformer was placed on 8/10. About a week later I emailed CS a couple of times for a timeline of when order will be shipped. They said it's still in fulfillment. On 8/21 I requested that the order be cancelled since item was still in fulfillment, they have the 99-day refund policy, and pilates app trial period started on 8/10. The rep requested info as if she was processing my request and then she emailed that my order is on hold as she "confirms details." I repiled that my request is for cancellation and not to place order on hold. I received no response. Last communication was on 8/21. Another email was sent on 8/23 when I noticed they charged my cc for the full amount on 8/10 before shipping the item. I also initiated a dispute w the credit card company. CS is responsive until you request for a cancellation or refund.

I ordered a Pilates Fitness ring and a piece was broken. I immediately took pictures and sent request for a new ring. I was quickly contacted and issue was resolved with a new ring being sent to me. Thank you Anna Taylor for making the process quick and easy to get a replacement ring for the broken one.

I ordered the Flo Pilates Studio Reformer when it was on sale a few weeks' ago. If you're thinking about it, just do it! I received it this week and it's just incredible. It's really well made, super easy to assemble and it comes complete with everything that you need - it has exceeded my expectations. I have already used it a few times with classes on the app streamed on my tv. I am so happy with my purchase. Thanks Flo!

I ordered a product on August 7th. The order is clearly lost. I have literally emailed this company at least 15 times over the past week requesting order updates. Not only have I not received any response, they automatically changers my card for a 30 day subscription renewal for a product that I still do not have. So disappointed. There is not even a phone number listed on their website to contact.