FOLD Reformer Reviews 

Absolutely love my reformer! The service from FOLD has been top notch and make you feel valued as a customer. The delivery was a smooth process and easy instructions on how to get started. I hadn't tried anything like this before so was nervous on first attempt however their app comes with so many useful videos to kick you off. Ive had it for a couple months now and I can't get enough of it. Thank you!

Absolutely LOVE FOLD!! My reformer bed is amazing, studio quality but at home! The App is great with loads of classes to watch and they back to you asap with any questions or queries you have along the way! Highly recommend! I keep the bed folded in the corner of my living room and unfold when I do a class, love it! Thank you for creating such a beautiful product!!

I share a similar experience with a customer below where I’ve just had continuous issues with a replacement bed and the response time from Fold has been awful.

My first bed arrived (11 week arrival vs 8-10 week stated at the point of transaction- delivery kept getting pushed back).

When I received the bed I emailed the company to say it wasn’t possible to fold the bed as per their instructions on the video. I couldn’t fold the bed with the carriage on which was one reason I bought this bed from a storage side of things. When being told alternative ways of doing it, my footbar then got stuck against the carriage. I was told there were quality issues with the bed when I sent videos of what was happening so they sent me out a new bed. I requested the team quality check my bed before arriving here, which was obviously not done. There were scratches on the metal work, the wooden bar under the headrest was hanging off with screws falling out (I was told the wrong size screws have been used and they’ll send me out new screws and some loctite’ and finally as per the customer below, the shoulder rests don’t fit on using the posts provided as the screw holes are too small.

For an £1800 bed I’m extremely frustrated and disappointed. The response time from them has been incredibly delayed- there’s never a holding message from the representatives I am liaising with-I just receive radio silence for days. If a customer requests a quality check on an £1800 bed that’s being sent after experiencing issues with their first order- it baffles me that the team blatantly ignored this.

I referred a friend and am now contacting them to re-consider their purchase.

Edited- 19.08.2025 - third bed arrived- yet another bed that’s broken. I asked them before it was distributed to quality check it and they refused on the grounds unpacking it could cause more damage?!
Fold offered to send GLUE for the broken part- which needs to hold your full body weight during exercise or send the bed back for a refund but refused to send me a bed that wasn’t broken. When requesting whether I could have one of their newer designed models for the same price due to all the frustration cause they refused.

I don’t often leave reviews of this nature but this has honestly been the worst company I’ve ever dealt with and has caused me so much stress.

Jenny

Although I had to wait 9 weeks for the bed to be delivered, the reformer itself is a made to a really high standard and is lovely looking. It is definitely studio grade. My only critique is that the lightest spring keeps getting dislodged under the carriage.

I’m still in slight disbelief at the six-star customer service from Foldreformer.

The reformer itself is of outstanding quality – beautifully constructed and genuinely a piece of art in our small home gym. However, what truly sets Foldreformer apart is the care and attention shown by their team. When we discovered a small item missing from our order, the team responded immediately, organising a replacement without any fuss or hesitation.

It’s rare as a consumer to experience service that not only matches, but exceeds, the quality of the product itself. Foldreformer have set a new standard. Thank you for your professionalism and responsiveness – we’ll be recommending you to everyone.

I made mistake and ordered dark colour socks for Pilates. After contacting customer service they immediately came to the solution and kindly offered to sent me the colour I wanted. I am really pleasantly surprised by the excellent customer service and will definitely come back for more purchases.

I received my reformer within the 6 - 8 week promised timeline. The delivery was very smooth and the delivery company carried the reformer to my top floor (three floors) without any hesitation, which I was so thankful for. The bed was packaged very well and everything arrived safely. The bed was incredibly easy to set up and looks so lovely. I was pleasantly surprised by the quality of the bed. I went to sign up for the three months free on the app and it didn't work so I contacted customer service and they replied straight away with the resolution which worked and enabled me to access my three months free on the app. The app is very neat and easy to use. I did my first class on the bed with the app yesterday and so far so good. I can't wait to keep using the bed. Thank you Fold :)

Waited nearly 12 weeks for my reformer but expected this as it was stated that it would take this long on the website. The delivery partner was great and accommodated my slightly difficult garage. My package was delivered in two (jump board was delayed), and I didn’t receive the starter bundle as ordered, however the customer service was great for both and very quick responses. The reformer itself is excellent quality and very easy to assemble. It also comes with 3 months of free classes on their app, which is fantastic. Very happy with my purchase.

I have never had my patience tested so much by a company that I've purchased from. I feel like I am being pranked! I have experienced absolutely terrible customer service with an overall lack of transparency and accountability. The comedy of errors is as follows:

Delivery Issues:
- Website promised 6-8 weeks delivery, but I waited 9, almost 10 weeks.
- No communication about delays
- Had to constantly chase for updates myself

Product Problems:
- Reformer arrived with faulty shoulder rest posts that didn't fit properly
- Missing socks from my original order
- When replacement shoulder posts were promised via "Special Delivery," they weren't actually posted until a week later despite being told they'd arrive quickly.

Customer Service Failures:
- Repeatedly refused to provide tracking numbers when requested. I know now this was because they didn't want to admit that nothing was actually on its way to me.
- Generic "someone will get back to you shortly" responses became the norm
- Lack of transparency throughout - I was told lies about when items were shipped
- Even after receiving a £100 partial refund as an apology, the problems continued

Ongoing Issues:
- Two weeks after receiving the reformer, still haven't received the correct socks I paid for
- Finally received a parcel containing the wrong socks that are just white-label 'Fold' branded socks rather than the MoveActive ones. I would have accepted them if the quality was comparable between the two - it is not. I was then told original ones were out of stock, so pick an alternative. No problem! Still not arrived though 😕.
- Had to email daily just to get basic updates... about socks.

I am yet to receive any kind of resolution. I cannot believe the faff on. I've asked them to refund me for the socks but they ignore this, surely this is easier than me pestering you to send me them? The latest update is that they will send me what I have paid for "Shortly". Not sure what this means but if I'm lucky, I'll receive them in time for Christmas.

I truly understand things go wrong, especially in a start-up, but my experience has been a catalogue of errors. Why no-one will take accountability to resolve this, and send me my order is beyond me. The reformer itself may be good quality, hence two stars and not one, but the customer experience has been absolutely dreadful. For such an expensive purchase, the lack of communication, transparency, and basic customer service is unacceptable. I genuinely regret not going with another company. I have spent way too long trying to get this sorted. I can only hope that I don't need to contact Fold again.

Save yourself the frustration, there are comparable companies out there that will no doubt have much better customer support.