Review Time
I placed my order on December 27, 2025, and have already been charged $189 for the reformer, along with an extra $14 for the app that I never got to use the 'free 14-day trial' for, since I STILL haven't received the reformer. Email communication is frustrating as I only get responses from an AI bot, not a real person. I've requested a refund, and while the bot says it's escalating my case to a priority team, I doubt anything will come of it. Unfortunately, I might have to report this as fraudulent to my card provider. Caution is advised for potential buyers.
This item was intended as a gift. A day after placing my order, I realized I had selected the wrong item. I promptly contacted the support team via the email provided on the website, which is where the trouble started. There was no phone number available for assistance, limiting my options to email communication. This should have been a warning sign. I began the return process, which involved numerous emails asking for basic information like my zip code or tracking number, rather than a single email with all necessary return instructions. I dropped off the item at the shipping location on December 4th, and it reached the company's facility in Las Vegas by December 11th. As of January 14th, I have yet to receive my refund. I've received two responses: one stating that refunds take 6-8 days, and another saying they take 10-12 days. Both messages expressed gratitude for my patience and assured me it was a priority, yet my money remains unrefunded with no further updates. To make matters worse, I continue to receive multiple promotional emails daily, including inquiries about my satisfaction with the product. I strongly advise against purchasing from this company. There are many similar products available elsewhere at 40%-50% lower prices, and reputable platforms guarantee better return policies. The customer service here is inadequate; communication solely through email lacks the personal touch needed for effective support. Each response felt generic, and it seemed like my complaint wasn't being tracked. Despite their claim of a 90-day return policy, my experience suggests otherwise. I ordered in November, received the item in early December, and now, over a month later, my refund is still pending. Avoid this company at all costs!
I have sent several emails regarding the cancellation of my order and the refund process, but I have not received any response about whether it has been processed. I canceled my order before it shipped, yet I haven't heard back after they mentioned they would look into the cancellation. I would like to receive my refund, as I canceled just two days after placing my order and never received any items. Please process my refund and respond to my emails! I've sent multiple messages but have received no updates regarding my refund. I have my order details! If the service is legitimate, they should refund my money and respond to inquiries. There is no contact number available, just email. Proceed with caution.
This item was supposed to be a gift. A day after I ordered it, I realized I ordered the wrong product. I immediately reached out to customer support, which was just an email address listed on the Flo Pilates website. This is where the problem began. There is no phone number for this company. The only way you can contact them is through their email address. This should have been my first indication of not to buy a product like this without a a phone number to get I touch with an actual person. So anyway, I started the process of trying to return the product. It consisted of many emails with a single request, for example, “please provide your zip code,” or “please provide your tracking number.” I would have thought they would have provided one email with all the instructions required to do a return. Regardless, I dropped the product off at the UPS Store on 12/4 and it arrived in Las Vegas (we’re the company is located) on 12/11/25. As of 1/14/26, I still have not received my refund. I’ve had two email responses, one saying saying a refund takes 6-8 days and another one saying a refund takes 10-12 days. In both responses they thank me for my patience and this is a priority for them. However, as of today, 14 January, they still have not refunded my money, nor have they responded back to my request about what’s taking so long. To add insult to injury, they continue to send me 4 to 5 emails each day for advertisements for their products and discounts. And the worst of all is I’ve even received two emails on how I like the product. My advice to anyone is, not to purchase this product from this company. Amazon offers plenty of similar products that are 40%-50% cheaper, and at least with Amazon you know they are good for their returns. Flow Pilates has horrible customer service. You can’t service a customer from an email address along. Each time I received responses, it didn’t always feel like it was from the same person. I didn’t feel like they were tracking the progress of my complaint, as to where my refund is. So, even though their website says they offer a 90 day refund policy, my advice is not to believe it. I bought this product in November and it arrived the first week of December. This is the middle of January and I still haven’t received my refund. And it’s over 30 days since the product reached their location. DO NOT BUY FROM THIS COMPANY!
Very disgusted with this whole process. Placed an order for a bundle via Shop / Shopify on 1/6/26 (have an order # w/them). Paid via PayPal (and have an order # through them too) and was to include Priority Shipping, $25 Flo Pilates Gift Card, Pilates Grip Sock, Pilates App Subscription, and a Flo Portable Pilates Reformer... yesterday notified 1 of 2 delivered (I did not receive whatever it was but I am guessing supposed to be everything but the equipment). All attempts to locate order via the order numbers, every email I have are unsuccessful via Chat/email...don't even try the telephone number 786-206-1335 = "user unavailable" for hours!
I ordered the portable reformer and received it in good time. However, my experience with trying to return the product has been horrendous. The only response has been from an AI bot which promises that I will receive a reply from the customer service team but no reply is received. I am forced to conclude that the only way to actually have a real person respond is to leave a crappy review here. BUYER BEWARE, if you want to ever return this product it will be a nightmare. Even though they promise great customer service. Please have the customer service team contact me in regards to order number 154641
To Flo pilates teamI have sent numerous email regarding my cancellation of order and refund process, However, I have not received any further reply if it has been processed.I cancelled my order before it has been shipped, However, I have not heard anything from them after stating they will raise the issue for cancellation. I would like to get my refund back as I cancelled it 2 days after I placed my order and did not even get any item in the first place. Please process my refund and a courtesy to reply to my email! I have sent multiple emails but did not get any reply or update regarding my refund. I have my order number! If flo pilates is not a scam then they should return the money and reply to emails. There is not even a contact number. Just email. Be careful
I bought the portable reformer 2 weeks ago and it still has not shipped. I emailed twice and an AI bot said that the delay is normal due to supply chain and demand, so I decided to wait a couple more weeks since I saw reviews mentioning 3-4 weeks to shipping. But I just got charged for the app subscription - I NEVER even downloaded the app, much less create a profile, or authorized any charges. I was going to use the free trial once the product arrived but again, it hasn’t even shipped yet. I contacted customer support again hoping to cancel the app unauthorized charges, and hopefully be able to use the free trial once I have the reformer. But so far I’m very frustrated with the experience. Still hoping the product will ship because I really want this, but seriously considering canceling everything and just buying from another company.EDIT: Shared order number and personal information with company and hoping to figure this out.EDIT 2: 5 days has passed and still no contact from the brand. No one has responded to my follow up email either. I asked to cancel on the same email chain and everything was canceled after 2 days. Very frustrated with this experience overall. And they still charged me for the app I never used. You’re better off buying from Amazon.
I bought this item fro my wife in October for a Christmas present. She tried to use it twice but because of issues with her wrist and a knee replacement she just can't. I contacted their customer service via the email (which is AI) and all was good and even sent them a picture of it so they could see that's it's in brand new shape. The email back to me was that it would be sent to their supervisory team and I would receive return instructions. This was on January 1, 2026. To date, January 8, 2026 I have heard nothing back. I've sent numerous emails to the "hello@pilatesflo" and now they won't even respond to me. I called the phone number (Eureka, NV) listed on my credit card statement and it just says "unfortunately we can't take your call right now. Call again later". Called again and it's the same thing. I called the number listed on the shipping label and it's a phone number out of service from Miami. The entire company is a sham. When you call the Nevada location you get nowhere and their hours are from 6am until 2pm eastern time. When I called again after 2pm I was able to leave a message but I'm sure I will receive nothing back. And replies back from this company are probably AI generated. Do not purchase from this company at all. At All! They are a Scam company just looking for your money. Do everything in your power to discourage anyone from purchasing from this company. And here's my Order #124841 so if your company ever replies you can't use that as an excuse. Horrible, horrible company to deal with and now I'm stuck and out $159.99.
I received the product and tried it. The quality is cheap and stiff. Asked consistently for 10 days for a return label and refund. No answer. Poor customer service and on top of it all today they charged me a 14.00 subscription fee that I never ordered. Have contacted my credit card company as it is definitely a fraudulent company.
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