The complaint has been investigated and
resolved to the customer's satisfaction
Gratz PilatesQuality Problems

Our studio has been purchasing Gratz Pilates apparatus since we opened in 1997, since that time the quality has slowly deteriorated. On our last order, we purchased a new reformer and a wunda chair, both arrived in unusable shape. They were missing pieces and their finish clearly wasn't finished. When we called Gratz we received the coldest reply possible with a short explanation that they were busy and would get back to us. A week went by and still we had not received a call, so we called them back.

After being put on hold for about five minutes, we were told that our pieces were damaged in shipping and to contact the shipper to file a claim. This is where I lost it. They were missing springs, had sharp spots on the reformer and the shipping box had never been opened. So they hung up on me. I calmed down, waited a day and called back. Still the same thing.

Keep in mind that we've had a working relationship with Gratz for 12 years. We are not just some one-off individual that ordered an airplane board - we have over $40, 000 worth of their equipment!

I will never buy apparatus through Gratz again and hope that someone else reads this and decides to shop elsewhere.


  • Ro
    Ronaldo007 Oct 18, 2014


    I very much agree on what people posted here. I ordered a Chair and a Spine Corrector a couple of days ago (we are in October 2014 now), and they told me I could have those in February 2015 (!!!). So, I wonder if they have one person with one arm and three fingers making their equipment...
    I love their equipment, but it seems like they have no clue on how to run their business, which is very sad. Costumer service is a real disaster, very unfriendly and arrogant. It does not matter if somebody orders one piece or 100, they should take their clients seriously.
    I am afraid they are running themselves into a wall if they do not change their politics. Does it really matter that their equipment is great, if there is such a low chance to buy it without various problems?
    Basil Pilates is great too. This is where I will be purchasing my equipment in the future.

    1 Votes
  • Je
    JessicaMH May 06, 2014

    Hi There -

    I unfortunately have had the same exact experience. I've rented a studio and it's been EMPTY for months, and the response I've received back from Gratz has been unimaginable. I'm shocked and disheartened, not to mention out of money.

    I'm wondering if we should consider a CLASS ACTION LAWSUIT?

    1 Votes
  • Pi
    PilatesGal Mar 26, 2014

    I work in an established Pilates studio that has always used Gratz. My main complaint is that they could care less about their customers. You order something, they charge your credit card, then weeks go by with no delivery. If you dare to ask when you will receive your items, they are horribly rude. Apparently shipping speed is based on their mood. Four weeks later, no items received. Promises made to ship. Promises broken. One person actually told me that if I wanted my items in a timely manner, then I should pay rush shipping. If they can charge your credit card and then sit on your shipment for a month, something is VERY broken in their system. It is pathetic.

    0 Votes
  • Da
    Dancing Pilates Aug 18, 2009

    Hi, I am about to purchase another reformer and was going to get it from Gratz again. I heard that there are new people there since Basille left. Now I wonder if I should. Did this just happen? How did they deal with the damaged things...meaning did they replace them? How long did it take? I would hate to have my items arrive broken and be stuck with it. Thanks for your help.

    0 Votes

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