Review Time
My daughter ordered this for me for Christmas on 12/2. That same day I reached out to cancel this order, as $190.48 wasn't in the budget. I was told on 12/4 that it was cancelled, and I would receive a refund within 10-12 business days. It is now 1/10 (22 business days plus holidays) and I have not received a refund. AND insult to injury, on 12/22 I received $9.99 fee for App which was to have been cancelled on 12/4 as well and obviously they didn't do that either! Can't speak to the equipment, but can to the integrity of the business and they leave something to be desired in a big way! BUYER BE WARE!
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.
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!
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