- Page 3 of 3
After waiting over 4 months, the reformer arrived. It is beautiful, great quality and I am excited to finally have it and use it. The process of shipping and delivery was not stellar and I had doubts as to the legitimacy of the company, but I can now say that if you can patient and trusting, it will be pay off with a wonderful product. Thankfully I hade help to open the crate and move the reformer to the desired location. This did not include white glove service but for such a quality product, it really should.
After moving 35 minutes away from my nearest Pilates studio, I decided to buy my own, Shipping took a LONG time-like 5 months, and then it took another week and a half for the delivery company to deliver the reformer to our doorstep. It was hard to be patient, but it was worth the wait! I love my reformer and the quality is amazing. There were no assembly instructions, but since I was familiar with reformers, it was easy to figure out.
Casa knows this review is coming. So I'll start with the good. Casa is fairly responsive and did try to rectify major issues I had with delivery. The reformer works great and was easy to put together. They also offered a 30 min zoom session for assembly should we need it, which was great.
But here is the issue. The delivery service that Align uses, which Casa is fully aware of is absolutely horrific. If you see Ceva Home Delivery, run. They are border line criminal in my opinion. They had my reformer for over 2 weeks. Missed multiple delivery dates. Could not get ANYONE on the phone. No one in their office. Spent several days waiting all day for delivery and no one even called to say it wasnt coming. Zero apologies. Lots of deflecting.
One thing of note, is Casa has a strict statement about a 400 dollar redelivery fee if you are not present when Ceva delivers your reformer. You can't do that if Ceva can't deliver properly. Casa also is using Covid as an excuse for deliveries being late. Thats not appropriate when you know that the real issue is the delivery service being incompetent. I say all this to really urge Casa and Align to choose a different service. They know they need to, and putting customers through what I went through is really unacceptable.
After waiting months for the $7000.00 table, it showed up broken in many places, took almost 5 weeks to get a new one shipped to me after 40 something emails. Elina, the manufacturer is the main problem. But since Casa sells the product, they are ultimately responsible. When they shipped the new table along with new pieces to replace other broken pieces, they actually shipped MORE wrong pieces and told me to go to the store, buy the pieces and they would reimburse me. They finally shipped the correct pieces after so many people got involved. One would think, that $7000.00 would give you exceptional customer service along with an amazing table, HA, not so much. The last photo is a photo of the wrong bar that had to be replaced. That bar does not even go with this table. So they had to send the correct bar in a 3rd shipment. Just poor service, all the way around.
The service was excellent from both sales and transport - and the reformer is as smooth and sturdy as those at our local studio.