The complaint has been investigated and
resolved to the customer's satisfactionResolved Gratz Pilates — Quality Problems
resolved to the customer's satisfaction
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.