PERGOLUX USAReviews of pergoluxshop.com

Had an issue, and was provided with incredbile customer service by Marcelo. If the product is as good as the service, I'll give it 10 stars!

Submitted a review about an hour ago

did whatever was required to make things correct

The pergola is pretty nice. However the company’s description of assembly and how two people can assemble it in 5 hours is a joke. We watched numerous videos both on YouTube and the Pergolux website and then enlisted the help of our landscapers. Four of them worked for 7 hours one day and still didn’t finish. The pergola is quite nice though.

I am going to divide this review into 1)product , 2)installation, and 3)post installation problems. The first earns an A, the second a tolerant B, and the last a solid D. 1) I got a Sundream 3 and it is sturdy, pretty, and will be an asset to my Arizona High Country afternoons. I got a screen on the west side which seems quite solid and it came with lights and a heater which I will likely not really use, but not sure. I am hoping that the louvers will be helpful to keep open and avoid a snow load and get more light to my windows in the winter, but that is yet to be tested. (See #3) 2) It took a while for the Pergola to arrive and longer for me to schedule the installation. I live in Flagstaff and they had to come from Phoenix. Two men arrived on time and got right to work. About an hour into it they came to me and said that they didn't have a f***ing part and so couldn't continue. Hmmmm. I suggested THEY call their company or Pergolux and figure out what next. I don't know who they called but they couldn't continue so I called the installation company (based in Washington State I think) and they helped the installers. After a trip to Home Depot and maybe 2 more calls to the Installation company, it was done. (Each time I had to call the installation company and ask THEM to call the installers). OK, so I didn't have a great vibe from the installers and their tramping and leaving cigarette butts in my nearby flower bed, and drinking all the cool drinks that I left out for them AND 4 other workers who were doing other work outside (I know that they drank all the drinks because they left the bottles and caps strewn about the area) didn't help my mood. But then at the end of the day, I had a pergola that looked OK. 3) About 10 louver openings and closings later (mostly to show friends how it worked) the thing stopped working and the motor just whined at my requests for a position change. I contacted Pergolux who send me on to the installation company who sent me back to Pergolux who suggested I talk with the installation company and so on. Everyone wanted me to video the issue (funny because nothing moved and a still was PERFECTLY adequate). Pergolux eventually sent us several videos on how to do the repairs ourselves. Those videos seemed to be referencing another model because when you looked "inside", nothing was the same. There was also a nut that couldn't be loosened even with an impact driver. I must say that everyone was very polite during all this but polite don't open louvers. Eventually they sent us a new motor and we hired a local contractor to come and install it and trouble shoot everything. It took him 4-5 hours to unhouse the problem and put in a new motor. It seems that the wiring had not been properly anchored and worked its way up to be pinched in the louvers. When the louvers couldn't open the motor burned out. So bottom line: I think I am happy with the product (still have to see how the revised installation goes). I can only say that the accountability was lacking. I would also hope that there was some corrective back and forth between Pergolux and their recommended installers. Good luck y'all.

Purchasing, receiving the unit, installation (by 3rd party) all went very well. We live in Porter Ranch, CA where the Santa Ana winds is part of daily life. I was impressed to see this unit (Sundream S3 13'x13') withstand strong winds so far. Your customer service is also very responsive and professional.

Great price point. Not inexpensive but well made. Installation service was excellent as well. Shiukd have done it years ago. Great outdoor space.

I recently purchased a Pergolux Sundream S2 and while there were some issues at the start (a few components were missing from the initial delivery), what truly matters to me as a customer is how a company responds when something goes wrong. The Pergolux team handled this professionally and with real ownership. Support carefully reviewed the case, a manager got involved, and the missing components were shipped promptly. Communication stayed clear and respectful throughout the process. Mistakes can happen in any operation - it’s the response that defines the company. In my case, Pergolux listened, acted, and made things right, which ultimately makes me a very happy customer. Thank you to the support team, management, and sales for standing behind the product and the customer experience. Looking forward to completing the installation and enjoying the pergola.