PERGOLUX USAReviews of pergoluxshop.com

Response from PERGOLUX USAAug 17, 2026

Hello, We’re sorry to hear about your experience, and we completely understand your frustration, especially after waiting this long without receiving a meaningful update. We are working with our Logistics team now to confirm the current status of your order and when we can expect it to move forward. We don’t want to speculate or provide another generic response before we have the facts, but we will follow up with you directly as soon as we have something concrete to share. We sincerely apologize for the lack of communication and the frustration this has caused. — The PERGOLUX Team

Response from PERGOLUX USAJul 27, 2026

Hello Bobby, Thank you for taking the time to share your feedback. We are truly sorry to hear about the frustration you experienced during the assembly process. We understand how disappointing it is to invest in a product you were excited about and then encounter challenges with missing parts, instructions, and the installation process. We were able to locate your case and have shared your concerns with our Claims team so we can review the details and work toward a resolution. We appreciate you bringing these issues to our attention and allowing us the opportunity to address them. We also recognize the feedback we have received regarding assembly instructions and part identification, and our team has been working on improvements to make the installation experience clearer and easier for our customers. Thank you again for your feedback. We hope to have the opportunity to improve your experience with PERGOLUX. — The PERGOLUX Team

Response from PERGOLUX USAJul 23, 2026

Hi Jennifer, We’re sorry to hear about your frustration and understand how concerning it can be to wait for a refund, especially for an order of this size. We appreciate you sharing your concerns and allowing us to review the situation. After speaking with your contractor on July 15, we began the refund process for your order. Our team has since provided you with information regarding the ACH refund process and the expected processing timeframe, which can take approximately 3–10 business days to appear in your account depending on the banks involved. At this time, that timeframe has not yet fully passed. That said, we understand your concerns and want to ensure you feel supported throughout this process. We are stepping in with our Finance team to further review the refund details and determine if there is anything additional we can do from our side to assist. We will follow up as soon as we have any additional information or updates from our team. We appreciate your patience and the opportunity to help resolve this for you. Thank you, PERGOLUX Customer Success Team

Response from PERGOLUX USAJul 23, 2026

Hi Charlie, Thank you for your feedback. We're sorry that your initial support experience did not meet your expectations, and we understand how frustrating this situation was. Our team has since been in touch with you, and we're glad we were able to arrange a replacement screen. We'll continue to follow your case to make sure everything arrives as expected and that the installation goes smoothly. Thank you for giving us the opportunity to make this right, and we appreciate your patience throughout the process. Best, The PERGOLUX Team

Response from PERGOLUX USAJul 16, 2026

Hi Randy, Thank you for sharing your feedback. We’re sorry to hear about your concerns and understand your frustration. We are reviewing the details surrounding your experience and have escalated your concerns to the appropriate team for further review. We appreciate you bringing this to our attention and the opportunity to better understand your concerns. — The PERGOLUX Team

Response from PERGOLUX USAJul 15, 2026

Hi Kathy, We’re sorry to hear about your experience and understand your frustration. We know a pergola is a significant investment, and our goal is always to help customers find the right solution for their space. After reviewing your concerns, our team worked with you to explore possible solutions for your project, including options to help ensure the pergola would work for your space. Unfortunately, we were unable to find a solution that met your needs. We also apologize for the communication delays while reviewing your cancellation request. We appreciate your feedback and will continue using it to improve our customer experience and communication. — The PERGOLUX Team

Response from PERGOLUX USAJul 7, 2026

Hi, We're very sorry to hear about your experience and understand how frustrating it is to have your order delayed beyond your original expectations. We know this extended wait has been disappointing. While our current estimated delivery window is still mid-to-late July, we recognize that this is not the experience you expected when placing your order. Because your review is anonymous, we're unable to locate your order and review the specifics of your case. If you're willing, please contact our Customer Success team with your order number so we can provide the latest information available and ensure your concerns are being addressed. Thank you for your patience and for sharing your feedback. We remain committed to improving both our communication and your overall experience. - The PERGOLUX Team

Response from PERGOLUX USAJul 7, 2026

Hi Gary, We're sorry to hear about the frustration you've experienced and understand how disappointing it is to feel like you have not received the communication and support you expected. We take concerns like this seriously and would appreciate the opportunity to review what happened with your order and the communication surrounding it. We would like to connect with you directly to better understand where things stand and help move this forward. Please reach out to our Customer Success team so we can look into the details of your case and assist. Thank you for bringing this to our attention. We appreciate the opportunity to make things right. - The PERGOLUX Team