For Pilates fans thinking about buying a reformer—beware of ReformRX

ReformRX timeline
Warning about this company
Original order: January 21, 2022
Expected delivery at time of order was May 2022
First delay: they email us all at the beginning of May saying delivery will happen in September - then we hear nothing from them for months
Second delay: they let us know in September, now it will be January - again we go back to no messages
Third delay: we get into December and are notified of yet another delay, saying now it will be March, they send us little gift of grippy socks as a thank you for patience and claim they will do virtual mat workouts weekly until delivery and get better about communicating going forward
After this: they do the workout thing like 3 times then stop, we get no other communication
Fourth delay: I contact them in March asking for an update, I’m told now it looks like it will be end of April, then I hear nothing
Fifth delay: I contact again in April as I have still heard nothing, I’m finally told after sending multiple emails and attempts to call that I will be on the shipment that arrives in July
During this time frame I noticed that they continued to regularly post on social media about everything they were doing, filming classes, opening a studio, taking new orders, etc. But nothing ever about how they were going to prioritize fulfilling orders for everyone who had been waiting for over a year. They started blocking comments and deleted others because it was mostly frustrated customers posting.
I posted the warning on Reddit to try to save others from getting into this mess. These posts said nothing but the truth about my experience. However I received an email from Neal with Reform telling me to remove them immediately or he would cancel my order. This should have been another flag for me to just say enough is enough, ask for a refund and be done. But I had waited so long and I really was excited, so I did what he asked and deleted it. Apparently he could still find the title of the post in Google search results if he specifically looked for it, something I have zero control over, but he still claimed I needed to do more to get it removed. He told me I needed to email Reddit and ask for it to be completely removed or he would not give me information on my order. Again, this should have been a giant red flag for me, but I did as he asked and moved on.
Then finally I got an email a few weeks later that the reformer had actually shipped and would arrive in a few weeks. I was so hopeful this would almost be over.
Sixth delay: the reformer arrives but they discover due to my calling that the tablets did not get shipped so they have to reship from Europe, ETA 2 weeks
Seventh delay: tablets finally arrive, but sit at the warehouse for a week before the logistics company does anything with them. Then I finally get information that they are supposedly taking them to the final mile partner and then can be delivered. Final mile provider contacts me to schedule delivery on August 12, finally seems like this will all be over. Until I get a voicemail on August 11th saying they have to cancel because the tablets are not there and they don’t know where they are.
I left a voicemail for the logistics company and emailed them asking what was going on and to please keep me updated on the situation. It was a Friday afternoon so nobody was available, but I was hoping this would at least help it be on their radar to handle first thing Monday. On Monday I got a one line response back from the logistics company stating that yes the tablets were lost and they were looking for them. That was it, no additional information or plan for what they would do if they didn’t track them down. So again, I was in limbo with no idea when I would get my $5k reformer that I had waited almost 2 years for. I was frustrated to then open Facebook that night and see them continue to post articles and videos of the reformer that is supposedly so wonderful, but never gets delivered. They delete all of the comments on their social media because of all the angry people, so I figured I’m still going to comment about my frustration and I left a note saying I’m frustrated that my reformer still hasn’t been delivered and the logistics company has now lost a piece, which was entirely accurate.
The next morning I got a call from Neal, the founder, telling me that the final mile delivery company no longer wanted to deliver to me and were claiming I harassed them. This was pretty shocking to me considering I had done nothing other than send an email asking about the status and calling to ask, I was polite and just hoping for info, which seems extremely reasonable considering it’s an expensive item I had been waiting a long time for. Then he goes on to say they saw my post and tried to tell me it was illegal, which sorry no it isn’t, but I apologized and said I was angry at the continued lack of information and delays. He then claimed they had found the tablets, which nobody had told me, but they weren’t scheduling a delivery for me because the final mile carrier didn’t want to deal with me. This made me extremely upset to hear because I had waited so long, after a long conversation he told me he would try to convince them to deliver but I should not contact anyone going forward and he would follow up via email. I said ok please let me know as soon as possible.
I didn’t contact anyone on Tuesday, I heard nothing back from Neal. So I emailed him on Wednesday morning asking for an update. I requested that he either give me a delivery date within the next week or refund me immediately if he was not going to deliver to me. I heard nothing from him on Wednesday. Something still didn’t seem right, because when I had one conversation with the final mile carrier about the lost tablets they seemed very kind and it seemed odd they would have been offended by me reaching out to them. I decided to email them an apology for anything I did to offend them and said I hoped they would decide to deliver to me, but if not I respect that decision and was sorry for the miscommunication or misunderstanding. The next morning I got an email back from the delivery company stating they had no idea what I was talking about, they didn’t have the tablets yet, had not spoken with Reform at all, and never said I harassed them. They said they would try to figure out what was going on. I thanked them, but then got my email chain interrupted by the original logistics company telling me not to contact the final mile carrier anymore and to wait for Neal or them to followup. At this point, I was extremely frustrated by the lies, accusations and the run around I was getting from Reform.
A few minutes after that Neal finally responded to my email from Wednesday saying that he spoke to the company and they agreed to deliver my reformer. Part of me wanted to be thrilled and say ok, yes schedule it now. But then the logical side of me stepped in and told him to cancel my order and please process my refund immediately. At this point I simply couldn’t allow myself to give this company my money. They had terrible customer service the entire time waiting, they threatened me for posting accurate information on Reddit about the experience with them, and now they had lied and accused me of harassment. I’m sure it’s a nice piece of equipment, but I couldn’t go through with the purchase. I also have very little confidence based on how I was treated that I would receive any timely support should the reformer have issues in the future.
They agreed to refund me and thankfully they actually did it quickly, but that is pretty much the only thing they responded to and handled in a timely manner the entire time. I’m sad that I had to cancel, but ultimately I think it’s better for me to find something else. Sorry for the long winded story, but I wanted to share my experience.