UPDATE: Customer service immediately reached out to me after I submitted this review to inform me they had already ordered me a replacement machine, but failed to communicate that to me. Several associates reached out to confirm with me the details of the recovery efforts they were making and I am more than pleased.
I submitted a request to customer service a few days after trying to assemble the machine and then paying someone to tell me it appeared damaged in shipping and could not be fully assembled correctly bc the frame was bent. I also wanted to inquire why my machine did not match the description to the one I purchased. Anyways, someone finally called me over a month after my submission, told me there was nothing they could do about the machine being different bc it was correct, they just haven’t updated the pictures ( how hard can a disclaimer be if photos cannot be taken?!?) the woman told me she would have to see about a replacement for the damage in shipping. Now it’s been over 3 months and not a peep some customer service. So just sitting here with an expensive damaged piece of steel.
Hello Jackie, thank you for the feedback. We pride ourselves in providing exceptional customer service above any other. We reviewed your order and your customer service file. It looks like the Pilates Connector customer support team replied to all your emails and concerns within 30 minutes of your inquiry. They requested photos of the shipping damage and contacted the Stamina Products Manufacturing team immediately afterwards to ensure they opened a warranty file for you. The Pilates Connector support team also followed up with the manufacturer to confirm they get in contact with you. Unfortunately Pilates Connector is limited to replacing warranty items as it must go through the manufacturing company. To our knowledge, the company reached out to you, confirmed you would get a replacement reformer. AeroPilates Pro XP 557 Reformer is on backorder for a few months due to the high demand during the pandemic. Their customer support member must not have explained it would be a while before they would be able to send you replacement. Aside, we wish you had reached out to us sooner with any questions or concerns. The Pilates Connector customer support team would have been able to get you taken care of promptly. We are here to continue to support you. Please don't hesitate to communicate your obstacles so we can get you taken care of and hopefully turn this experience around more positively. We have 24/7 customer support at email address Support@PilatesConnector.com. We will follow up with you shortly and try to get you an estimated shipping date for your warranty replacement.
Machine works well, I have used it and being overweight it is easier on my body than going to the gym. My wife loves it but is missing the box which is on back order otherwise it would be five star experience. Once box arrives review will change to 5 star.
While I do enjoy my reformer there is a snag that never got resolved. What I thought I ordered, based on online website photos, was not truly representative of what I got. I based my decision on this one detail. The foot straps were misrepresented as to how they are adjusted. I thought I was getting the quick adjustment ball and cage style but what I got was an adjustment fixture on the cords themselves way back behind my head. I was told that they just had not had time to update their photos. I asked for that part to be sent and NO GO. I was told that what I got was easily adjustable without getting off the reformer. I am unable to reach over the back of my head and find these adjusters and then make adjustments - my arms do not bend that way. While it may be true that I can make finer adjustments with what I got it is not what I thought I was getting. I finally had to end the emails telling them that I guess I am getting nowhere with them and I feel like I just have to deal with it. I am dealing with their error not mine - shame. And I can see the photos have still NOT been updated and still show the ball and cage adjustment pieces on the sides of the reformer near the shoulder bolsters.