PERGOLUX USAReviews of pergoluxshop.com

Thank you for your explanation. As mentioned in my original review, we’re pleased with the pergola’s overall look and design after installation, it truly elevates our outdoor space. However, that doesn’t change the fact that the entire process was far more stressful, delayed, and costly than it should have been for a product at this price point. I want to clarify that I did not request a price adjustment until after discovering that the product was damaged. When I reviewed the timeline, I realized that the issue occurred within the original return window, and had I known about the defect earlier, I would have simply requested a return and full refund. However, your care team manager informed me that there would still be return fees even though the product was defective, and directed me to the general return policy instead of offering a reasonable solution. The initial offer of a $200 credit plus an outdoor tray felt dismissive of the time, effort, and additional labor expenses I had to cover because of the damaged parts and delayed replacement process. The tray, in particular, isn’t useful to me and would only take up space, it felt more like a symbolic gesture than a meaningful goodwill resolution. For context, I first reached out on October 27, but despite follow-ups, the replacement parts weren’t shipped until November 3. That delay directly affected my installation schedule and resulted in additional labor costs that could have been avoided with more timely support. I’d also like to suggest that Pergolux advise customers to fully inspect all components before scheduling third-party installation. Many customers, including myself, are not installers or technically skilled enough to detect hidden damage without professional help. Without that assistance, it’s unrealistic to expect every customer to identify manufacturing defects prior to installation. Given the circumstances and the documented communication delays, I believe a more reasonable goodwill resolution is warranted. I genuinely wanted to recommend Pergolux to my neighbors and community, many of whom are actively considering similar installations, but after this experience and further research, I now find myself leaning toward brands like Hanso or Mirado, which appear to provide stronger post-sale support and easier installation experiences. I sincerely hope Pergolux reconsiders its approach here and provides a resolution that aligns with the premium image and pricing of its product line. Doing so would go a long way toward restoring confidence and allowing me to speak positively about the brand. Until then, I feel it’s important to share my experience with others who are considering investing in their backyard projects, across all social media platforms. Customers deserve to be fully aware of what to expect. Kind regards, Candi Shrestha

This is a great product. We transformed our outdoor space from a spot we rarely used to a daily use space.

Exceptional customer service

The quality of the pergola is amazing and rock solid. It's well designed and easy to put together.

I had the pleasure of speaking with Ayana today. I had a concern with my order. Ayana was extremely helpful and patient with me during the process. Ayana went extra steps to inquire about a question or two I had. She was very pleasant and professional and was able to assist me with my entire order. Thank you Ayana

A beautiful product that greatly enhanced our outdoor space. We get compliments on it all the time. Assembly took two days due to poor instructions and mislabeled bags. The wireless features work but need a lot of polish. Some packing damage from the wearhouse also occurred which still hasn't been resolved.

We have the 16’x 13’ Sundream Pergola. Overall the product is great, although we did have some trouble with certain aspects of the instructions and I also have ongoing trouble maintaining a reliable connection through the Matter enabled receiver. We are pretty heavy smart home app users with other devices in the home so I am perplexed what the issue is here. While a bit annoying, this hasn’t really been a problem as I’ve never felt the need to operate the louvers or lights via my phone. My father and I built the entire application including 48” hand dug concrete footings required by my town’s code. The footings were definitely the most difficult part of the installation but we managed to get it done! The fit and finish of the product is great, it is well manufactured and the pergola has an impressive high end appearance. We’ve received a lot of compliments and have been able to use our back yard a lot more now that we have a shady refuge.

We recently ordered two Pergolux Skydance Pergolas and are absolutely thrilled with both the product and the overall experience! The pergolas are exactly what we were hoping for—high quality and beautifully designed. Beyond the excellent product, we had the pleasure of working with Eric, who was incredibly helpful throughout the entire process, from initial design consultation to answering all of our questions. The shipping was seamless, and we are very happy customers. Highly recommend!