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BON PERGOLA (bonpergola.com) has 151 customer reviews on Five Star Index, with an average rating of 4.7 out of 5.
Also known as
bonpergola.com
Website
bonpergola.com
Category
Garden & Landscaping
Location
Lake Forest, California
Listed on Five Star Index
2026
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The company replied to 99% of reviews.
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Most recent review: October 2026.
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The website says simple to assemble and customer service
The website says simple to assemble. Not a chance the directions are awful. ( I showed them to several people helping me and all agreed)
They say you can contact them for help but numerous time I sent text and emails with pictures and questions. Nobody ever returned text or email. So I ended up putting louvers in wrong after sending a photo of a couple in asking if correct and no response.
Do not count on the directions nor the company to answer your questions. Spent over $ 15,000 I expected much better help and communication Finally I just gave up on them
Response from BON PERGOLAJun 24, 2026
Hi Art,
Sorry about instruction that was given wrong in the beginning. And we will do our best to improve on it. Our grand retractable pergola simply is a very complicated system. This usually take much more times on assembly and planning as we stated on the product page. We are here ready to help when you are ready to finish the project properly.
In the same time, we know we have been troubleshooting on text, call, and video call for multiple days. And before we reaching out again, we were waiting for your text reply to confirm if the louver direction was in the correct position before you move on.
Sorry that you feel like you are alone through the process. And if you are still not done with the project, please let us know and we will continue walking through with you.
6/29/26:
Talked to the customer and we align our installer to help on installation.
7/8/26:
Installer was able to help the customer to finish this complex build. (customer was actually really close to finish himself already for this grand retractable pergola)
BON Pergola Team
RM
Richard M.
need better communication
need better communication - use AI
Response from BON PERGOLANov 29, 2025
Hi Richard,
Sorry for the miscommunication. One of our guy know what you need, but another person pick up your phone and listen to what you need and prepared as you said. We totally agree that we can do better.
Then the exchange wasn't rapidly done was also another situation we faced during thanksgiving event.
Pergola went well that we know for sure, and hope this screen goes well!
BON Pergola
VT
Victoria T.
Poor quality product, poorer quality service
The quality of the pergola and accessories was sub par, the details and specs online are all incorrect and outdated, as are instructions, worst of all, the sales team is entirely dishonest, misrepresenting policy, product details, and entirely untrustworthy as we agreed un writing about return details extremely generous for Bon Pergola, after they stored a mis delivered item unauthorized on our property as well, then they attempted to reneg and not refund any amount of the item, although the product arrived damaged and we kept part of the damaged item as well in exchange for partial refund. Absolute nightmare. Buyer beware!
The "paper instruction" is also not up to date whatsoever. The item that was left was NOT in box and identified as incorrect, yet left anyways for weeks in addition to trash crates not associated with order we addressed separately at much inconvenience I did not go into those details here. I also supervised this for over 2 hours before changes were improperly made without my supervision after signing. The boxes appeared fine, but damage was identified and documented and sent after opening. For the return - INCORRECT, YOU ARE MISSING AN HOUR LONG PHONE CALL AND EMAIL WRITTEN AGREEMEMT AND PHOTOS SENT in which all details of return were confirmed that your company is no attempting to reneg on after arranging return and also complaining we did not repackage your mistaken delivery when we likewise sent photos of items before transport. You are also trying to blame the shipper in a manner that makes no sense as you ship with different companies. We cannot begin to comprehend why you are complaining about a shipment issue insirance issue when that has nothing to do with us or our return, perhaps to deflect and make an excuse? And again, video and photo show boxes. We have documentation of damage sent to you via email. Lots of "suprises" that are in fact not a surprise but willful ignorance and deflection.
- Team Sanity
Response from BON PERGOLAAug 16, 2025
Update: 8/18/2025
There was a misunderstanding in between the team and the customer. Resolved and cleared.
Sorry for your hard feeling! We are here to make it right for sure.
BON Pergola Team
Below 8/15/2025
Hi Victoria,
Sorry for your bad experience. Glad the product is working well, but we would like to address a few things that we found there must be miscommunication upon:
1. Instruction: We understand sometimes our people can make careless mistakes by putting the wrong instruction into the package, so we had to put extra paper on top of our pergola outer box to remind customers to download the latest instruction that is up to date on it. Sorry that you did not see that.
2. We are known as 100% honest. We might not be the best, but we are always trying to do our best in every aspect. We have reviewed all the calls, emails, and texts to make sure we are sure we are not doing wrongful action.
3. We did mention that the product can be installed but there will need to be adjustment on site for the sides. We have many other projects that have the same situation and install the same product. Sorry that wasn't under your expectation. Hope we did better.
4. Stored a mis delivered item: On the same day of delivery, we were talking to the delivery person and you on the video call and have them remove all the items that we know it's not for you. We end up finding out we left a box of frames because we thought that was another item. Later we found that is not the right product, so we took them back with the screen return afterward. (And for the missing screen, we ship another screen to you right away). Is there something we are missing here?
5. Return and refund. We did say that all the returns are supposed to be in its original box with undamaged condition to give you full refund WHEN we are supposed to charge shipping and restock fees for any return. We feel that our good faith is being used in the wrong direction because we promise if this screen comes back in good condition, we will take care of the shipping cost. When we received the return, we took photos of it before opening and after opening the box. It's clearly not in its original box and has many leaves, residue, scratches, and condition that the product clearly has been left open without care outside for some time. This is surely not a new condition. Hope you understand.
6. Damaged item: The only damage product was damage during transit, and we took it back as soon as we are aware of it. Hope you understand.
Sorry for your experience, but hope we can do better to address your issue.
BON Pergola Team.
AL
alex L.
the item was never delivered
the item was never delivered. they didn't have the equipment on the truck to take the equipment off the truck
Response from BON PERGOLAMar 1, 2025
Hi Alex,
Sorry that our trucking company came to your home without the right equipment.
We already talk to them and arrange the right shipping method for you.
Let us know if you have any questions.
