PERGOLUX USAReviews of pergoluxshop.com

The quality of our pergola is great and we’re pleased with the final product. However, the installation was complicated and our seasoned assembly team (decades in construction) encountered a number of roadblocks. The directions are poor and illustrations are a challenge to understand as they are completely visual and hard to distinguish parts/pieces. None of the pieces are numbered/lettered which would have been a simple mitigation tactic. Assembly was honestly a huge headache. Additionally, the measurements are unnecessarily complicated. They tend to round numbers in their conversions from the metric system and when planning for pavers/footings, etc precision is important. We also found the website annoying to navigate for the proper manuals. Customer service was pretty good though and very receptive to the feedback and made nice efforts to assist. I’d recommend the product but only with white glove delivery/assembly - unless you’re up for a challenge!

My purchase was easy, getting answers and updates on delivery was sub par. Work men assembling product said it was difficult with not good instructions. Final product looks nice- have not used much yet to give full evaluation on roof and lights.

Ordered the wall mounted 10x16 on 6/10/2024 and it finally arrived on 8/17/2024. Here’s the following issues I see with this company: 1. If it’s out of stock, it will take months until it gets shipped to your door. The website will not tell you it’s out of stock until a customer rep emails you. They will still charge your credit card unless you call in to cancel. 2. If you email customer service, you might not even get a response. I had to call in each time to be assured that my issue was taken care of. 3. If they send the wrong parts, which happened to me. They sent me the 10x16 LED free standing instead of the wall mounted one which arrived on 8/29/2024 after submitting a claim. (Another week of delay) 4. The claim takes forever. I made a claim on 8/21/2024 and the item finally arrived on 8/29/2024. 5. Some of the instructions are not very clear on the app. I noticed screw labels on the bag mismatching with what the app showed, but I was able to figure it out. I think it will help a lot of people who are installing it themselves if the instructions provided real live photos instead of black/white photos. Overall I’m happy with the design of the pergola.

I am going to try and give an honest overall review of this product and not just give it a 1 star because of the bad experience I’ve had. To do that, I’ll break this review down into 5 categories. The 5 categories are product quality, delivery, installation, Customer Support, and value for money. Product Quality 4/5 stars: Overall this pergola quality is good. It’s bulky and sturdy where it needs to be. It does dent and scratch very easily, but that is the nature of aluminum, so I wasn’t too surprised by that. Delivery experience 1/5 stars: For such an established company, I was very surprised they didn’t have a better delivery service. I was told by Pergolux after I purchased my product that I would be contacted by someone to set up a delivery time. I did get a phone call from the delivery company, but it was 7:45 AM on a Sunday and they were 15 minutes away from my house. I missed the call, so I was only aware of the delivery as they knocked on my front door at 8AM. It seemed like Pergolux hired a company who then subcontracted the delivery to 2 random guys with a pick up truck. The guys were clueless as to why I was upset. They also started unloading some 30 boxes (I bought 2 pergolas) in front of my garage door where my car was parked. Luckily I caught them in time to have the boxes moved to the back yard. Installation 0/5 stars: Apparently Pergolux does not read reviews of their own product. All of the negative reviews I read were basically about how terrible the installation of this product was. I didn’t take these warnings into consideration enough and I regret it. For complete context, I do a lot of home renovations myself, I own A LOT of different tools, I have quite a bit of experience with installing and building all kinds of different products, and I also happen to be a doctor. All of that considered, I place my knowledge level at average to slightly above average. These installation instructions were THE WORST I have ever seen.. of any product.. ever. The issues started right off the bat with the boxes being labelled with random numbers and letters that made no sense to anyone except the guy that made them up. I was lucky enough to find a piece of paper that was attached to the outside of one of the boxes, but had been ripped open and exposed to the weather. With this paper I was at least able to separate the boxes that went with one of my pergolas vs the other. Another hour of just opening boxes and seeing what was in them helped me kind of figure out what was where. After that, it only got worse. Trying to follow a PDF of instructions with only pictures and no words is like trying to follow directions from someone who can’t speak while being blind yourself. None of the pieces of the pergola are labelled with numbers or letters, so when they use numbers to label them in the instructions, you have to just look at the shape and figure out which piece they’re talking about. Even if the pieces were labelled, the instructions changed the numbers they give each piece a couple of pages later so it didn’t make sense. Things didn’t fit together as nicely as they should. Some things didn’t fit at all, like my lights that were about 6 inches too long on one side and 6 inches too short on the other. A few days prior to getting my Pergolux products, I received an outdoor kitchen set from a company called Backyard Discovery. Installation of this kitchen was so easy, and pieces went together flawlessly. Pergolux needs to immediately fire the person in charge of creating instructions and hire the person from Backyard Discovery. Customer Support 4/5: The bright spot of this company is reaching customer support. They have multiple ways to contact someone and are usually very responsive unless it’s late after hours or the weekend. The downside for me was being on the west coast while they are on the east coast. Every time I needed help it was 4 or 5 PM my time and 7 or 8 their time. Value for the money 3/5 stars: Pricing on this product was middle of the road and ended up being the reason I chose this company. Other companies’ products were cheaper but the quality or functions available seemed to match the price, and many other companies were more expensive. When I initially put their product in my cart, 2 pergolas with lights, and 2 heaters came to $11,000. I unfortunately waited and 3 weeks later, the same products came to $22,000. I learned that it actually wasn’t the same product as they had just upgraded from their original product to a new product and the old product that was discounted to get rid of it was no longer available. Luckily the company was willing to work with me and gave me a substantial discount, but after taxes I still paid $18,000 for 2 pergolas. Overall, I am happy, but if I knew then what I know now, but I would seriously have to consider buying from a different company.