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Business Profile

Exercise Equipment

Pilates Flo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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 purchased the flo pilates platform and after the purchase I spoke to my health care provider and she advised against it. I have attempted to contact them via email and was told they would send me a return label. I have not heard anything from them despite repeated messages sent to them. I did receive an email with a receipt for their $9.99 a month subscription that I did not sign up for.

  • Initial Complaint

    Date:06/09/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Placed ORDER #***** 5/28/25 3:18am Emailed to cancel 5/28/25 3:24 am Received shipping notification 5/28/25 9:24 am Response to cancellation email cant cancel because already shipped at 5/28/25 3:41 pm Received product 6/4/25 and have emailed, sent messages on website and instagram, commented on Instagram (one comment asking to process a return was deleted) with no response.

    Customer Answer

    Date: 06/09/2025

    They finally responded 6/9/25 and are saying theyd give partial refund and suggesting I gift the product?? This is not okay. This company is not okay. 

  • Initial Complaint

    Date:05/19/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    My compliant against Flo Pilates is due to unethical business practices with misleading and deceptive marketing and corporate behaviors After seeing many ads and claims of quality product across social media, I purchased the Flo ******** in April 2025. Within the claims online notes high quality materials with spotlight indicating steel frame and stable device. The product I received is cheap plastic structure that, only metal was to hold bands in, and unstable moving around when tried to use making it unsafe. In the price you received access to 100+ workouts via the app which is free with purchase. They are not full workouts but instead 1 min individual exercises making the sum no more than maybe 2 hours of content. According to the website customers are provided 99 day money back guarantee. Direct quote states were sure youre going to love your flow portable Pilates reformer however, if it doesnt meet your expectations, you have 99 days to return it for a full refund. No questions asked. To process refund require emailing their support team which I had to follow up with. Once I heard back they asked why the request for return. When I communication dissatisfaction of product they followed up saying they would offer 15% refund and I keep the product. Otherwise, I would be responsible for the shipping return cost and restocking fee. Im 5 correspondence to date over nearly a week and still not able to get information to proceed with return. They feature nearly exclusively positive review and not a single note about difficulty of returns. Im seeking the refund of all cost I paid as resolution with no added cost to me

  • Initial Complaint

    Date:05/06/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 ordered an item from Flo Pilates and used the Affirm Shop Pay app installments. I then contacted the company shortly afterwards -- realizing I used my corporate card and had the order canceled. I then contacted Affirm to dispute the charge, however, **** is requesting me pay the portion of what was supposed to have been reversed. I've reached out to both companies again and have not heard back from them.

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a pilates reformer from Flo Pilates on 03/29/2025. Soon after purchasing it, I sustained a back injury and am now bed ridden and unable to use the reformer. I reached out to the company multiple times requesting a way to return for a refund as they state on their website a 99 day money back guarantee. The only reply I received was 1 automated message saying that they would get back to me within 24 hours. I have been messaging them now for almost a week with no further replies. I paid ****** USD for this reformer that I can't use and that hasn't even been opene. . I request an immediate solution to my problem since they have a "guarantee" that I can return for my money back.

    Customer Answer

    Date: 04/08/2025

    I was contacted by the company yesterday via email (which I attached to this message). In the email they attempted to get me to keep the item I'm trying to return. I responded that I did not wish to keep the item and asked for instructions for an immediate return for a full refund.  They never responded to me.

    Customer Answer

    Date: 04/21/2025

    Hello,

    I attached a screenshot of the company receiving my return by *** on the 11th of April, but they have yet to provide me a refund. I waited their alloted 6 business days and yet I've received no refund. 

    ***** Vought 

  • Initial Complaint

    Date:03/12/2025

    Type:Product Issues
    Status:
    Resolved
    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 ordered this product and when it came, the quality was not as advertised. They advertised a free application with purchase to accompany the product and no such app existed. After I contacted customer service, got the run around about the app and multiple delays, app with zero content was sent to me. I assume the app was not running prior to complaints and advertising there was an app to support the product. After opening the product, I found that it was defective. One of the handles on their ************** would not move (an obvious factory defect) I contacted the company and was told I had to pay the $40 to ship it back and they would evaluate refunding me for the product. Additionally, I posted a review on their website and Instagram page and have since been blocked from their site. Now allowing customers to post na honest review about their experience is disingenuous and bad business. Id like to be refunded for the product and the shipping costs to send a defective product back. Id like to be reimbursed for the full price of the product and the shipping I paid to send it back. $169.95 for the product and ***** to ship it back - $207.80 total

    Customer Answer

    Date: 03/26/2025

    I was issued a refund this week. Thank you for your help

  • Initial Complaint

    Date:02/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    The Pilates Flo board/attachments we received are not as advertised on the companys website and we did not receive the full or correct contents. The two resistance bands included are not adjustable as advertised and do not have the metal clips to attach to the board as advertised. The bands instead have plastic locking mechanisms and very short non-adjustable lengths. There were supposed to be two push-up attachments included as advertised but we did not receive them. The board itself is different from the board advertised. It does not include slots for push-up attachments (which we did not receive) and it does not have the metal ring locking mechanism for attaching the resistance bands (which differ from the ones advertised). There is supposed to be access ($250 value) to an app with exercise videos but it was not included with our order. The app was the main reason we ordered from this company as there are many similar boards advertised at less than half the price of this board that dont offer such an app. We emailed Pilates Flo and they instead sent a website link to a 14-day challenge with 14 short videos. We wrote the company to initiate a return but the return link the company provided indicates that we have to pay for return shipping and a restocking fee. We should not have to pay a return shipping or restocking fee for a product that is not what we ordered. This is false advertising by this company. We left a review on the Pilates Flo website but the company removed it. When we gave the review, we found several other reviews with similar complaints, but those reviews also disappeared. The buyer should beware that this company is not shipping what the customer ordered. We would like a partial refund that is fair (to the extent the board advertised no longer exists) or a replacement that fully matches what we ordered. The first five images are what was advertised; the sixth is what we received. The address is what was provided for return shipping.

    Customer Answer

    Date: 02/20/2025


    I received a voicemail from ***** at 7:24 am Eastern on February 10 saying Hi ******** my name is ***** I'm calling from Flo - Flo Pilates reaching out to you regarding some issues that you have with our product and you contacted Better Business Bureau so whenever you have time please get back to us.  We want to resolve this issue with you thank you very much. Bye. I have attempted to call back the number he called from (**************
    ) seven times throughout the day on February 10, once on February 12, once on February 17, and twice on February 19, but I have never gotten through to a person. Instead, I just get a recording from a non-human voice saying that unfortunately we cant take your call and please call back.

    I havent received a call from the company since the voicemail on the early morning of February 10. I will keep trying from my end.
    Best regards,
    ******** ******

Pilates Flo is NOT a BBB Accredited Business.

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