Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a pilates reformer in Jan 2022 with an understanding that there would be a 30 day window to return the item as it was a new concept. After multiple delays, the reformer was delivered in November, 2023. There were difficulties connecting with my in home wifi and after my purchasing an additional router and hiring a tech to install, we were able to get the machine working, but I wasn't happy or comfortable with the set up. On Dec 2 I sent my first email requesting a refund and the procedure for returning the apparatus. I received no response. I have sent 6 more emails and left 2 voicemail messages that have all been ignored

  Business Response

  Date: 01/26/2024

  Reform RX operates a 14 day refund policy which is stated on the Reform RX website.  Please see link here 

  ******************************************************************************************************************************

  Returns and Refunds
  If you are not satisfied with your Reform RX, you can request a return within 14 days from time of delivery.

   
  

   

  Customer Answer

  Date: 01/29/2024

  I paid for white glove installation. Despite being delivered in November, it took 2 weeks for all the parts to arrive and the system still didn't work and I had to order an additional part for it to work with my wifi. Once it was all completely up and running, I did let them know that I no longer wanted the reformer and would like to start the process to return within the 14 days of a working product. Please note, the extended timeframe was due to Reform Rx extended response time of 5-7 days for each of my email requests.

  Business Response

  Date: 02/01/2024

  Any issues with the equipment were resolved in a timely manner.

   

  Our returns policy is 14 days from time of delivery as stated clearly.

   

  Returns and Refunds
  If you are not satisfied with your Reform RX, you can request a return within 14 days from time of delivery.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a return / refund of my reform rx 10/17. Each of my emails get an automated reply that someone will get back with me within 48 hours. I sent another email 48 hours later 10/19 requesting a return / refund. 5 days later on 10/23 I received an email requesting me to confirm that I wanted my unit picked up for refund. The same day 10/23 I send confirmation and also said 'PLEASE provide me with refund process once unit is picked up'. I received the same automated email stating someone would be back in touch with me in 48 hours. 8 days later on 10/30 I sent another email asking if they had set up pick up for my unit and to please inform me of the refund process. Once again the automated email came back. 11/6 (7 days later) I sent the same email and got the same automated response. I finally received an email 11/7 stating the logistics team would be calling to set up time for pick up AND THAT A REFUND WOULD TAKE PLACE WHEN THE LOGISTICS TEAM COMPLETED THE COLLECTION. The unit was picked up 11/10, no refund has taken place and my emails are going unanswered. If you see what these units cost you would understand why I am so upset. ***************************** is the *** / founder.

  Business Response

  Date: 11/17/2023

  During the course of this correspondence, Reform RX were made aware that the complainant had not made an order, but the order in question was in fact made through her former spouse.
  
  
  We have since been advised not to disclose further information pertaining to another customers order.
  
  
  If the customer who placed the order wishes to contact us regarding their order, they are able to do so and we will respond accordingly.
  
  
  If the complainant can please supply the order number and customer name details to the **********************, this will be confirmed.  
  
  
  If the complainant can provide authorisation to speak on behalf of the customer, we will again be more than willing to discuss directly.
  
  
  I trust this clarifies the matter in that the complainant is not due a refund as they did not place an order directly and have not provided authorisation to act on behalf of any existing Reform RX customer.
  

  Customer Answer

  Date: 11/20/2023

  I fully expected Reform Rx to give a response such as this.  They have known ALL along that the order was placed over a year ago under who was my husband at the time but FOR ME.  They have had NO issue whatsoever communicating with me up until this point and now that money is due refunded the communication is cut off.  I simply wanted to be notified when the money was refunded so I could ask my ex husband to then refund me.  I also recognize that the refund will be made to the original payment which I no longer have access to.  My ex-husband is aware to watch for the refund and will be reimbursing me.  They even changed the delivery address to my address knowing I was not the one who placed the order.  They even picked it up from my location.  As a matter of fact the driver who was hired by reform rx called my ex husband when he was coming to pick up the reform rx unit and my ex-husband told them to call me. Not once have they asked me for the order number OR approval from him to speak to me.  

  I simply wanted to know when the refund was or will be made...  at this point it sounds like there will be no refund.  Can you please clarify this with the company.  Their communication with me implies this.  

  Sincerely, 

  ************************;

  Business Response

  Date: 11/22/2023

  We will actively reach out to the customer in question and seek authority to proceed with this refund or to reallocate the equipment.

  We will action the customers request upon receipt.

   

  Reform RX has received no correspondence from the customer via the complainant to this point.

  Customer Answer

  Date: 11/24/2023

  I would like it noted that this morning is 2 weeks since my unit was picked up...  my ex-husband has emailed the company this morning giving them permission to communicate with me so I can get information on when the refund will take place.  

  Customer Answer

  Date: 12/11/2023

  
  In response to the businesses claim that they did not hear from 'the customer' who is my ex husband, *****, this is not true.  He emailed them November 24th and he did indeed get an automated message back stating someone would be in touch within 48 hours.  His email read 'please provide ****** with an update on the status of the refund as well as speak to her directly with any further questions'.  I emailed them again Nov. 30th stating he sent the email as requested through BBB and I too received the automated email that someone would respond within 48 hours.  ***** once again emailed on Dec. 4th asking when refund will be processed and he received another automated response.  ************ is clearly trying to without the refund amount of $4,000 and the unit has been returned to them.  We would like a refund to be processed ASAP.  We have done our part in communication and as previously mentioned they are receiving our messages as we get an automated reply showing this.  
  
  Please advise me on how to move forward with this. 
  
  Thank you, 
  *************************