Hydrow: most-reported complaints
Automated analysis of 594 public Trustpilot reviews published 2019-08-30 to 2026-05-22. TrustScore 4.2 from 10,045 total reviews — see the Trustpilot page. Quick answer: is Hydrow legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, accounting for 25% of the 433 complaints identified across 594 reviews. Support unhelpfulness is the second most common concern, cited in 22% of complaints, while late delivery and misleading pricing each represent 15% of the reported issues. The trend for delivery complaints is falling, whereas reports of misleading pricing are rising, and both faulty product and support issues remain flat.
How to reach Hydrow
These are the contact details Hydrow publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone +1 (833) 889-3121, email [email protected], address 10 Summer St. 5th Floor, Boston, 02110, US.
The company claimed its Trustpilot profile on 2019-02-25 and last replied to a negative review on 2026-03-06 — more than six months ago. Trustpilot ranks it 11 of 16 in Physical Fitness Program. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HYDROW LIMITED (no. 12964808), active, incorporated 2020 (5.9 years); next accounts due 2026-12-31, last accounts filed 2026-03-31, 4 registered charges. 3 current officers (9 on record historically), 1 resignation in the last 24 months; 3 filings in the last 12 months (81 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2025-03-31, audited by ZEDRA Audit & Assurance (UK) Limited, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “As a result, there exists a material uncertainty about the Company's ability to continue as a going concern.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Forum footprint: 15 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 18/11 (MD) Win a Free Hydrow Machine from Hydrow.co.uk”, “E: 19/12 (MD) Win a Free Hydrow Rower from Hydrow.co.uk”, “E: 29/01 (MD) Win a Hydrow rowing machine and bring the outdoors in”.
Severity: 18% of this company’s 433 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In April 2021, 22% of 18 one-to-three-star reviews were 1★; in January 2023, 46% of 11.
Counted from April 2021 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.7 days between the experience and publishing their negative review (124 reviews record both dates).
Measured reply time: across 516 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 516 company replies to negative reviews analysed, 46% engaged with the specific problem and 41% were generic templates.
51% of its 59 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 25% of this company’s complaints vs a 25% median across 142 ranked companies in its sector.
Review velocity: 19 of this company’s 10,045 Trustpilot reviews (0%) were written in the last 12 months.
What are the most common complaints about Hydrow?
Faulty product
107 reports · 25% of complaintssteady“Hydrow rower arrived with missing parts, unable to call company as customer support line in UK open 9-1”
The company replied on 2022-10-10: “Hi Joanne -- Thanks for taking the time to write us with this review. We're sorry about the delivery experience for your Hydrow Wave as it certainly doesn't meet our high expectations. We can see…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“I received my hydrow wave with a defect in the machine which made it unable to use.”
The company replied on 2022-08-02: “Hi Reviewer -- Thanks for taking time to write this review. We can see that you've been in touch with our Member Services team within 24 hours of the issue being reported to us to address the issue…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Got a defective hydrow wave out of the box.Called customer service and was told someone would contact me.After no contact”
The company replied on 2022-10-07: “Hello -- Thank you for taking the time to share your review, and we apologize for the delay in response from our team. This is not the typical experience, and we are glad that we were able to speak…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
Support unhelpful
96 reports · 22% of complaintssteady“I received my hydrow wave with a defect in the machine which made it unable to use.”
The company replied on 2022-08-02: “Hi Reviewer -- Thanks for taking time to write this review. We can see that you've been in touch with our Member Services team within 24 hours of the issue being reported to us to address the issue…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“My Hydrow is leaking oil which they acknowledge is a problem with these things but they wont get anyone over here to fix it.”
The company replied on 2022-07-26: “Hi Todd -- Thank you for taking the time to leave your review and sorry to hear your Hydrow is leaking fluid. While leaking fluid is a rare occurrence, it is an issue that we do see from time to…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Support seems to be a bot. You can ask a question and they reply with a set of canned replies.”
The company replied on 2022-09-21: “Hi Gary -- Thanks for writing us with this feedback. Our goal is to provide our members with the best service possible. Any time you email us ([email protected]) or call us (833-449-3769; Monday…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Delivery late
66 reports · 15% of complaintsfalling“They finally told me in May 2021, 6 months after payment, that they could not deliver it so refunded my money.”
The company replied on 2021-05-26: “Sabha - Thank you for your feedback. We use all the feedback we receive to make improvements to our product and services. We regret that we were unable to follow through on delivering your Hydrow. We…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Nobody knows where the Shipment is”
The company replied on 2021-09-29: “Hi Neylor -- Thanks for taking the time to write this review. We're sorry to hear about the difficulties with your Hydrow delivery as it is not the experience we wanted you to have. Our team has…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“As of today, September 2, I have yet to receive it”
The company replied on 2021-09-07: “John -- We do sincerely apologize for your delayed delivery. We take your suggestions about partnerships seriously and will continue to evaluate and change course when and where we can both…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
65 reports · 15% of complaintsrising since 2024-01“The subscription is necessary which is something that was concealed when purchasing.”
The company replied on 2022-11-08: “Hi Dave -- Thank you for taking the time to write us this review. Hydrow does offer limited functionality without the membership, but we do believe the full membership offers the best workout…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“given the price of the machine you’d think the “free” version would have a few more bells and whistles with it.”
The company replied on 2022-06-02: “Hi Bryson -- Thanks for taking the time to write this review. The membership ($38 +tax per month) is an integral part of the Hydrow experience. It allows us to make improvements to our one-of-a-kind…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“you basically can’t use it without a paid membership to their videos.”
The company replied on 2022-05-23: “Hi Celia -- Thank you for taking the time to write us this review. Hydrow does offer limited functionality without the membership, but we do believe the full membership offers the best workout…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Not as described
63 reports · 14% of complaintsfalling“I’d just put it together and wanted to hop on and give it a test run, not go grab my wallet”
The company replied on 2021-01-28: “Chris -- We see you've recently received your Hydrow and reached out to our teams regarding membership. We attempt to message our fitness model within connected fitness as the Live Outdoor Reality…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“doesn't connect automatically to my apple watch without a special device.”
The company replied on 2022-10-01: “Hi Brian -- Thank you for taking the time to leave your review. At Hydrow, we are always looking to improve our functionality not only with our own product offerings, but also with third-party…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“No disclaimer that membership must be purchased in order to use the machine.”
The company replied on 2021-11-01: “HI Abe -- Thanks for taking the time to write this review. Membership is an integral part of the Hydrow experience as it supports our full-time team of Athletes and Production Crews to be out on the…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
54 reports · 12% of complaintssteady“Paid £155 delivery & assembly! It's delivered but couriers left saying they don't assemble.”
The company replied on 2022-10-28: “Hi Mark -- Thank you for taking the time to leave your review and thank you for bringing this to our attention. In spite of the initial delays over the phone, I see you are now in contact with our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
“Hydrow rower arrived with missing parts, unable to call company as customer support line in UK open 9-1”
The company replied on 2022-10-10: “Hi Joanne -- Thanks for taking the time to write us with this review. We're sorry about the delivery experience for your Hydrow Wave as it certainly doesn't meet our high expectations. We can see…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“Got a defective hydrow wave out of the box.Called customer service and was told someone would contact me.After no contact”
The company replied on 2022-10-07: “Hello -- Thank you for taking the time to share your review, and we apologize for the delay in response from our team. This is not the typical experience, and we are glad that we were able to speak…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-10.