Pilatesflo Reviews 344

I initially enjoyed my reformer when it came last week, so much that I went back last week and ordered a mat and ball. However I woke up to a charge on my account this morning after only getting my reformer last week and it has only been 6 days TODAY in the app and I was charged a subscription fee, total of $136.74 ($129 plus tax). When emailing about 1. Canceling a subscription I didn’t subscribe to 2. It had not been 14 days since I downloaded the app, I received a bot email back saying here was the link to unsubscribe and that I could not be refunded. Also, when I unsubscribed I didn’t get a confirmation email (yes, I checked my junk mail). Which makes me think they could do it again, which is fraudulent. I am so very disappointed because I really enjoy my reformer and hoping the items I ordered last week ship, but don’t plan to buy from this company again. I never typically leave reviews but this has made my morning challenging to wake up to.

Worst experience ever!
I ordered a reformer on March 1st with a promised 7-day delivery, but it never arrived. Customer support couldn't provide any updates on its status or location, so I requested a full refund. Despite my firm cancellation, they repeatedly tried to offer other options.
Weeks later, they informed me the item was stuck at the US-Mexico border and tried to ship it anyway, offering gift cards to get me to accept it.
This has been the worst experience ever, and I strongly don't recommend anyone buying from this website.

Absolutely terrible customer service! When you buy your machine it automatically starts a “14 day free trial” which is automatically added at checkout the free trial then activates automatically from the day you purchase it. Then 14 days later with absolutely no warning or prior knowledge even without using the app it charged my account a $185 fee. No email confirmation or anything to let you know about this. Reached out to customer support multiple times to receive a refund and apparently there is nothing they can do about it. Would not recommend buying from this brand. Seems like a scam. Order number: 231487

quick response, good solutions offered

I recently purchased the reformer and after 14 days they charged me for the app which I never approved. I requested a cancelation/refund within 24 hours of the first charge but they have not given a response even after 3 days. This is really fraudulent practice. Please be aware of this before making a purchase from them. I would really like a refund for the app.

I signed up for a 29.99 monthly subscription and they are charging me 149.99 a month. There is no place on my account to change this subscription or how to refund my product. Very disappointed.

Absolute garbage. Not only is the reformer itself a piece of plastic junk, they also stole $150 from my account for an unauthorized subscription of an app! I never ordered a subscription and would never pay that much for an app! Every email I get says that they will escalate it to a human and nothing ever happens. Just disgusting to do this to customers.

Customer service was amazing !!! I cannot wait to receive my new reformer !

I have been emailing Hello@PilatesFlo for several days with no response. No sign of my studio reformer being shipped. The order also included a 3-mo trial for the app. I was immediately charged and auto-signed up for the $150/mo app membership. I am extremely unhappy and can’t even get them to respond to cancel the entire order. (Order 248145 & 261285)

Order Number: 258301

You get a 14-day "free trial" with their app that
apparently starts the day you purchase the equipment. So your free trial begins when you don't even have the equipment or the app downloaded. Based on their FAQ, they make it seem like the 14 day trial starts when you download the app. They will automatically charge your card for the app without notice.

I emailed their team and continue to get an AI response that says they cannot offer refunds on apps and per their policy, the free trial begins at the date of purchase. I asked to see where that policy is for consumers to read. Their response was that it's not currently published on their website or in their FAQ. They claimed it is clearly stated at check out and my screenshots tell a different story. Talk about DECEPTIVE practice. Do not purchase with these people.

I placed an order 03/09/2026 for a reformer. I was to receive free a 30 day subscription to the app, instead they billed the account I used to purchase the reformer, which I have yet to receive. It has been impossible to call them or to have anyone contact me about my undelivered order or the refund of this Pilates App Subscription (that was to be free for 30 days).
Update on this matter:
I have received a response to my review and a refund is in the process of being processed. The Reformer is still being made and no date of delivery has been set. But the good news is that someone has answered my complaint. So maybe they do care about the people that purchase their products. Thanks for the timely attention to this issue.

It is a scam. The product is cheaply made. Worse, they charge you a recurring subscription fee for the "app." There is no customer service.

Atrocious. Still waiting for my refund. You should be ashamed of yourselves. @jeffadams what happened to “monitoring my refund closely”? That was on Tuesday! Still haven’t gotten an email saying I’m being refunded.

When ordering it states $129 value for use of the app. Beware, that does not mean you get the whole year. After 2 weeks I was charged $129. Tricky advertising for sure. The platform itself is not what I expected for over $100 but i was going to give it a shot just for the $129 "savings" for use of the app. Now I want to return it and get my money back on the subscription but the email address was undeliverable and the phone number does not connect.

Order # 214877, Received reformer, it is terrible, flimsy quality.
Requested a refund. Took 10 emails back and forth between Feb 17 and Feb 23, JUST to get the return approved with a return label.
I returned the reformer with the return label, and it was received at the Las Vegas warehouse on Thursday, Feb 26.
Received no refund or response after emailing again on March 5.
On March 9, received email from "Jeff Adams" saying that the company was experiencing some "temporary technical issues, which have slowed down the refund process."
On March 17 (a full 8 days later), I have still received no refund or email.
On March 18, I received an email from "Austin Smith" saying "Rest assured, your refund is being processed, and you will receive it soon."
I do not believe this is a real company, and if it is, it is the worst customer service I have ever received.

No address. No brick and mortar. Red flag. Beware. Anywhere you look at their fine print, there is no phone number and no address. Just an e-mail address they do not answer. If anything is wrong, according to their own terms and conditions, just write them another e-mail.

I was charged $129 for a yearly subscription three days after the item arrived. The only way to reverse it... is to write them an e-mail.

...

March 31 update: After multiple e-mails and contacting them via private messaging on Facebook, the company did eventually process a full refund for the unauthorized charge, which just posted today on my side.

Customer support was initially responsive and agreed to waive a restocking fee and provide a prepaid return label after I posted a review, which I did.

However, after completing that request, communication stopped and I have not received the promised return label. In addition, I have now noticed a second charge on my credit card from this company that has not been explained.

I have made multiple attempts to resolve this directly but have not received a response. At this point, I am still waiting for both the return instructions and clarification on the additional charge. I hope the company addresses this promptly so the situation can be resolved.

I wish I could give them 0 stars. the product is okay at best, but after advertising a bunch of Free Add Ons including socks and an app membership, I quickly realized they charged me for the app. I requested a cancelation/refund within 24 hours of the first charge but they've continued to charge my credit card account. This is fraudulent since I they never
+Clearly disclose the terms of the trial and future charges
+Obtain express informed consent before billing
+Provide a simple way to cancel before charges start (I never created an account or downloaded the app so emailing customer services was the only way to contact them per their website).
They have refused to refund my money so I will handle it with the FTC and American Express, but just a heads up that this is a deceitful and corrupt company.
DO NOT USE THEM

I really regret for buying this, I should google search others' reviews before I place order with Flo pilate company.

first, the handle is faulty, 2 handles are same direction.

second, they keep your credit card details, and few days after I purchased the product, they direct withdrawaled $185 from my card without my permission, and saying they can't refund the subscription fee. which I never subscribe anything with them, they said it is an app subscription, I never use their app, or 14 days free trail.

You can't call them, they won't provide a contact number, and you email them, they won't solve any issues for you.