Pilatesflo Reviews 344

Do not ever buy from this company. Read my Part 1 Review first before reading this. After numerous emails to this company they finally responded, but only after I posted the one star review. Then they said they would be glad to help but if I could please remove my one star Review. I did say I would but only after I saw the credit on my credit card for returning the Pilates machine. They finally sent me a return label and I did return the item which they received on January 14, 2026. To date I have yet to receive a refund. The last email from them dated January 21, 2026 said my Refund would be processed by Friday, January 23, 2026. It also said "If you have any further questions in the meantime, please don't hesitate to reach out." Now, that's pretty funny. Again, NO REFUND! I've emailed them 4 times with no response from this company or better yet from Steven or Jeff Adams who previously had responded. This is a SCAM Company and should be not be trusted. They are a DISHONEST and MORALLY CORRUPT Company and no one should do business with them. My next step will be to report them to the Better Business Bureau. What a horrible way to treat customers (because I'm not the only one with a bad experience) and I urge anyone from purchasing and supporting this company. Needless to say I won't be taking down either my first One Star Review and now my second One Star Review.

its been over 2 months, these scammers never returned my funds. upon cancelling the order few minutes after i placed it, they shipped 2 things which was a sock and a little ball, which i returned, and i have the confirmation of all shipping confirmations - they never refunded my money for order 159129 - these guys are some low life scammers! DO NOT ORDER FROM THEM!

I want to share that this is a fraud website. They display that so and so will be delivered with the order but I did not receive all items. When I complained and demanded refund, they said okay please return the items you received in order to get the refund. I returned it to them and it got delivered but its been 5 weeks and they never refunded my money. Please stay away from this website

Be aware that your 14-day free trial begins when you purchase the product and not when you receive it and download the app. I have reached out numerous times with no response asking if I could have my 14 days now that I have received my machine.....crickets. No response whatsoever. Customer service gets an F. I received my machine two weeks after I bought it, so the 14-day free trial was over by the time the machine was delivered.
Subscription #56329339125-canceled last night due to horrible customer service. Update- FloPilates (Steve) reached out to me and resolved all of my complaints with grace and efficiency. I am updating this review to

I started out really liking Flo Pilates and bought directly from them in order to support the business outside of Amazon or Facebook. NEVER AGAIN.

Ordered a stair climber. Order#158499. One part was damaged and I requested a new part. 30ish emails later and no part supplied the stair climber was returned via UPS. Had to fight to get the return shipping paid for their broken product. I wasn’t happy with it anyway but was willing to keep it if they just sent the new foot pedal. They tried in the end, but I was done arguing with them.

Got an email that refund would happen 10-12 days after arrival. It was delivered Jan 7th. Customer Service will not respond to ANY emails for an update and they owe me ~$150.
It is now 21 days later.

I put a comment on their Facebook page about it. The comment was deleted by them with no follow up.

This doesn’t even get into the bait and switch of selling me a pilates reformer board with lifetime access to the app and 3 months later they started charging for the app. and cut off access.

So we have:
1) false advertising
2) theft until that refund happens
3) misrepresentation of products abilities
4) bait and switch
5) false “satisfaction guarantee” (where you are told to pay return shipping) and they don’t give a refund anyway.
6) Bot driven “customer service.” They started out with real people and then it took a turn as they grew a customer base.
7) Other have asked BBB for help and BBB gets no responses.

They are worthy of a class action law suit. I imagine there are tons of others out there getting even worse service.

Interested to see if I’ll get a response here. I’m not stopping until my refund goes through and customer service talks to me about the issue.

UPDATE: 02/16/2026
I ended up filing a claim with my credit card company and sending them all the documents, emails, and "promises" to resolve the issue.

Flo was never in contact with me again.
(though I still get 3-5 emails per day about huge sales. Hot tip. It's not a 58% off sale. These are the every day prices.)

The refund was credited to my card and now I have to wait 60 days to make sure there are no further actions against the dispute. At this point the file will be closed.

Was trying to look at payment options and the automatically charged me. Didn’t even give me an option to put in a cc just used my Shopify and took it right out of my account. I immediately (5 min) contacted the company and was told they were unable to cancel the order and reverse the charge and would have to try to have someone else look at it. Stay away. Very poor business practices.

I had no troubles ordering and receiving my product. Though the App is pretty poor, there are no program workouts for 10-15 min. Majority of the workout programs are 20min and up. Those workouts do not fit in a busy mum schedule. The workouts that I have tried so far are just using the resistance bands and the board for doing mat work and not really using the reformer machine. They need to improve on their workout programs. They advertise to do the workouts 10-15 minutes a day though the app is not designed with programs for that.

The claim that the machines can be returned within a generous 99 days is an absolute lie. Be prepared to be stonewalled by customer service when you make a simple request for a return label for your unopened machine.

You'll be given a 14-day 'free trial' of their app that starts before they even ship the machine, making it absolutely worthless. The subscription auto-renew sure works though!

UPDATE: Since I wrote my original review back on January 19, I have traded countless emails with various Flo Pilates AI bots, but have still not received the missing parts from my order! On February 3rd I did finally get a response from Anna in customer service. I've seen her name mentioned positively in many other reviews, and she appears to be a real person, so I gained confidence that I would finally get my missing parts. In her email Anna promised that my issue had the "highest priority" and they would let me know when the items were packed and shipped. She also promised that if I responded to her email I could speak directly to a customer service representative. I waited 20 days after that nice encouraging email from Anna, but hadn't heard anything. So I've now requested the promised direct call multiple times with absolutely no response. I spent a good part of my career managing the supply chain for a major electronics manufacturer, and I know from personal experience that you can arrange to have parts sent across the world in several days if it's really urgent. Apparently securing missing parts for a customer who has already paid in full is not considered an urgent situation to Flo Pilates.
So here I sit, 45 days later and I still have a $1700 piece of useless "furniture" sitting in the middle of my room. This is the most frustrating customer service situation I've experience in my entire life, by far!!

ORIGINAL REVIEW:
After waiting about twice as long as expected for my Pilates Studio Reformer to arrive, I finally received it last week. (Order #176133). The quality of the reformer may be good, but unfortunately two critical parts were missing from the crate, so I can't use it. When I realized this I immediately started to try to contact the company. The only contact information they offer is by email. So I immediately emailed them to request the missing parts. After 3 days of no response I started sending additional requests for help, still with no response. I've searched high and low for a phone number but haven't been able to find one that works. So as of now I have a $1700 piece of useless "furniture" sitting in the middle of the room. Incredibly frustrating.

Purchased the studio reformer, it is not good quality. Does not gear out for taller people, instructions don’t match the equipment I received. Have sent several emails with no response, requested a return with no response. Contacting my credit card company.

I placed my order #175133 on December 27, 2025. So far I've been charger the $189 for the reformer and then an additional $14 for their app that I never got to use the "free 14 day trial" of because I STILL don't have the reformer. Email is useless because you get an AI bot and not a real human. I've requested a refund and the bot claims it is escalating my case to the priority handling team but I doubt that will ever happen so I'll just have to go the route of reporting it as fraudulent to Visa. Buyer beware.

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.

Edit: I received a response from their customer service team, saying that they were processing my request. However, I have not heard anything more from them. So the platitude they sent me here saying that this is not the level of customer service they are striving to provide feels pretty hollow...

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.

STAY AWAY FROM THIS COMPANY!!
I am beyond livid. I ordered a reformer on Dec 28th. It STILL hasn’t even shipped two weeks later, when their website claims next day processing and 3 day shipping. It was also supposed to come with socks (which the site claims were delivered but never arrived) and two weeks of the app for free. I didn’t download the app, because, you know, the MACHINE hasn’t come. And they CHARGED ME FOR RENEWAL OF THE APP?! I have attempted to contact them MULTIPLE times (9 at last count) to get ANY kind of update. I haven’t received a single response via email or through their portal. There is NO phone number. I finally had to open a dispute with my credit card company. Worst customer service EVER.

I placed an order #179877 Dec 31 at which time the exercise app started. I’ve tried following up on the shipping status and was told they have my order and would get back to me about the shipping status in a few moments. I’ve not heard a word. I’ve since sent 2 emails requesting to cancel my unshipped items. Again heard nothing!! If you are thinking of ordering from them think twice. I’m really thinking I’ve been scammed!

I placed an order with Flo Pilates on December 19, 2025. The ball and Pilates ring that were bundled with the reformer shipped and arrived on December 30, 2025; however, the reformer is still showing a status of “Confirmed”. There has not been a status update and I haven’t received any further details / communication about my reformer order even after emailing customer service.

I have had a miserable experience with Flo Pilates. I received their product & tried to use it to help me in the recovery process after a torn rotator cuff injury; their device was very flimsy & not sturdy & kept skipping out from under me which created a dangerous situation & I could have reinjured myself if I tried to continue using it. My doctor specifically told me to not use this device & return it; I reached out to Flo Pilates & they keep saying they’re going to send me a return shipping label, but they haven’t done so. I gave the entire product packaged & ready to go; I need a full refund from them & no response; Next they charged me for a subscription I never ordered it authorized; I also tried to cancel that online but never got a confirmation from them, so I had to reach out to my bank to cancel the order. I think their communication skills with their customers suck! I will be reaching out to the Consumer Protection Agency next! My Order #167316.

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.