Pilatesflo Reviews 344

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.

When I set up my app, I made a big mistake. I typed in my email address wrong and it couldn’t find my reformer or my app access. And while I was trying to figure out what was going on, I managed to set up a new app access under the wrong email address. I finally figured it out and deleted my account and started over. But I was still getting charged for both app accesses since all I did was delete my account and not end my subscription. I messaged Flo and they got back with me very quickly. Anna Taylor was able to merge my payments to the right account and close the other one and now I have a month “free” because I already paid for it! I was afraid I would just lose my $9.99. So very helpful! And I love my reformer!

I ordered a reformer weeks ago with a 5-9 day shipping window. I have not seen it. I have not heard anything about it. I have contacted customer service every day for a week and have not received a response. I cannot find a phone number. I don’t know if I’ll ever receive my $800 reformer.

No option to cancel subscription, must reach out to support to have a case set up. So far I’m three days in with no success. The machine itself is mediocre anyway. Not worth setting yourself up to be auto subscribed to something you don’t want with no recourse.

Flo Pilates practice very deceptive marketing. The items provided are very cheap in quality. Unless you subscribe to the app for a monthly charge, you have zero access to anything on the app. What they should advertise is that you get a free 14 day trial- no subscription or “membership” is included in the purchase.
It’s terrible how they remove comments on social media about how deceptive their marketing strategies are.

8/14 Update: company has *not* reached out to me, they claim they want to help me get this resolved, but provide zero contact information. customer service email I already had never engendered a response and continues not to work. Their ‘concern’ is getting bad review not seeking to help customer. Order no 73395.
[original post] I sustained a serious injury prior to using the equipment which made it impossible for me to use the reformer. I followed the instructions given to start a return. after trying for six weeks, sending 7 emails, I still have not received any response. No 800 number to speak with person. Horrible / non existent customer service.

8.8.25
I have updated my experience to a 5. Sia, with customer service, has taken care of the issue with a solution/positive outcome. There is a new footbar with padding (installed) to be mailed.

7.28.25 - The foampad for the footbar (FB) did not come installed on the metal FB. Upon looking at the booklet, it shows the footbar w/ the foampad already installed on the footbar and Pilates ready.
Upon trying to place the padding on the footbar it would only slip on approx. 1/4" of the way. I couldn't get it to budge any further. My husband could not get it to budge either.
I tried removing the padding so I could install the footbar so I could begin utilizing the reformer (not a good idea). There is a reason for the padding.
When I pulled on the foam to remove it from the bar the padding split due to the sharp edges of the footbar.
I sent an email in which I was told to warm the padding to try and get it to slip on and send photos of the padding. **It was shared to warm the padding to install the padding to the bar.
I am waiting for a response regarding replacement of the padding.
Suggestions: foampad should be placed on the footbar at the manufacturer. If this is not to happen, somewhere in the booklet (that was included with the reformer) it should state that the padding needs to be warm prior to installing on footbar. Video needed.
I hope to hear back soon. Customer service prior to this has been wonderful.

They will charge you for a 10$ a month subscription - and hide it. If you checkout with Apple Pay or any of the fast checkouts you won’t see that they default a subscription…why on earth would you want a subscription to a physical product. Avoid these guys. I bought this as a gift and somehow enrolled in a subscription they refuse to refund.

I contacted the store a few weeks back to say I haven’t received my order and it had been 2 weeks.
They contacted me and and ended up offering me a refund.
Now I’ve heard nothing. No a refund.
I’ve emailed and they haven’t responded.
I want my refund please!

Im reviewing my experience with Anna Taylor from the app subscription. I purchased my Flo Pilates in May for Mother’s Day. It included the subscription to the app as part of the purchase. However, upon the app going public, I lost my subscription. Anna was able to offer a two month subscription until my app subscription gets resolved. I’m hoping this isn’t a “run around” and that I do get my subscription resolved within the two month span. The reformer is perfect for the price, and I’m enjoying the product with the use of the app.

I purchased the Flo Reformer at the top of May and didn't get it until June, for which I was advised that it was due to "import congestion at U.S Port" which, I don't fault them for, but already started the experience kind of bad. The fact that I had to reach out to them to find out where my package was when I was initially advised as arriving in 10 business days, if it was such a widespread issue, is not all that good.

The main reason why I purchased this product (plus accessories) was because it came with a "Free App" with "lifetime access." A cursory glance at most if not all the material makes it seem like purchasing the device itself affords you access to the app and content within without additional purchase. The app for my rowing machine operates in this fashion, so this wasn't an entirely unreasonable assumption. In looking at other reviews, it seems that I am not alone.

In any event I finally got around to looking at the exercises a few weeks ago, which evidently started a trial that there was no clear indicator that I was initializing. You actually have to dig through their site to see that while the app is free, the contents are not. I can't comment on the quality of the workout programs in the app because I didn't actually attempt to use it with their routines until today, at which point I discovered that everything was locked out, because TANSTAAFL. Had I known it was yet another sub, I wouldn't have purchased this reformer at all. I am glad I did not purchase one for my mother as I was planning to do.

The machine itself is okay, but my overall my experience with this wasn't. If you're fine with being saddled with yet another sub, one that possibly may come as a surprise to you, then go for it. I decided on Pilates to help my core/rowing form, but perhaps I should have just used that money to buy a private class pack from a local Pilates studio to set me on that path. No surprises there.

I placed an order and returned it right away in the original box, but I’m still waiting for my refund.
Please avoid purchasing anything from this store very disappointing experience.

Easy to use, you don’t need to spend an hour daily to see results. I do about 20 minutes daily.

After I purchased the reformer, I experienced issues with getting access to the app. After a few email exchanges with customer service, this was corrected. Now when I try and use the app, the workouts are locked and there is a message to pay $9.99 for the app with a 14-day free trial. I am supposed to have free lifetime access. I emailed customer service twice with no response. After reading some of the reviews, apparently I'm not the only one who's experiencing this.

Updated on 8/11/25 - customer service responded and we resolved the issue.

This company is very receptive to the needs of its customers. Their staff quickly addresses the concerns of its customers. Communicates well and always attempts to meet expectations

I had an issue in getting a service on the app. The communication was back and forth for a while, but huge compliments to Anna Taylor who never gave up and got the tech team to rectify the issue. Thanks Anna, star performance!!

Great customer service and communication

False Advertising + Broken machine. I purchased this machine, and selected this company in large part due the fact that my purchase included a free app with workouts designed for this machine. Upon receiving it, I tried to access the app and received error messages. I reached out for support, and my requests for help went unanswered until recently. Finally someone answered and assured me that it sounded like the error was on their end, and it would be escalated to tech support. I heard back again and was advised that the app is no longer free, but rather $9.99 a month. Currently on the website the machine is advertised with free app access. I was then told that they changed it to a paid subscription model, but that’s not how I purchased it, nor is it how it’s even currently advertised. Even with this new explanation it was supposed to come with a free 14-day trial, but they don’t even honour the brief free trial. I have never been able to log in’ always getting a “oops something went wrong” error messages or continuously being routed back to the start after logging in. This is a matter of false advertising, which is illegal. During this time I never actually opened the machine as I was awaiting app access to use it. I finally opened it and it’s broken (the pads don’t slide all the way on the machine, the resistance bands don’t stay locked in and I nearly punched myself in the face - faulty and cheaply made). The broken machine tracks with this company as clearly it is all a scam. They won’t return the machine under their return policy unless I pay to return despite it being a faulty item. I have attempted to leave reviews on their social media pages, and they swiftly delete them time and time again (which no reputable company does). A very frustrating scam. Avoid this company at all costs.

Bait and switch. The adds got us with "free app access" and then then all of the sudden we have to pay for the app. This is unethical and ruins trust with customers. I bought this for my wife because it said free app access and now you change that, not cool.

Placed an order over two weeks ago, and it still hasn't shipped.
Asked for a refund as they couldn't tell me how long it would take to fulfil my order, was told the team that handled that would get in contact with me..
Days later I still haven't heard anything from the company, and they have taken money for the app subscription (which i asked to cancel and I can't even use because I still don't even have the products)

Add on - After my initial review i was offered a full refund. However a month later I still haven't received my refund *initially told it would be 14 days*
All responses are basically "we are working on it"