PERGOLUX USAReviews of pergoluxshop.com

Five months later: no pergola, no reliable delivery date, terrible communication I deeply regret ordering a custom pergola from PERGOLUX. I placed my order in April and was told the expected lead time was 6–8 weeks, with 12 weeks being the outside estimate. It is now September. I still do not have my pergola, and PERGOLUX has now acknowledged in writing that they cannot even provide me with a reliable ETA. The customer service throughout this experience has been incredibly frustrating. There has been virtually ZERO proactive communication about the delays. I have repeatedly had to chase the company for updates, emails have gone unanswered, and when I call, I seem to get another estimate that pushes the timeline even further out. After months of this, I finally told PERGOLUX that if they could not provide a firm completion and delivery date, I wanted my order canceled and a full refund. Instead of promptly processing that request, I was told my case was being “escalated” to see if there was something they could do to change my decision. I don’t need to be persuaded to keep waiting. I need the product I paid for within a reasonable timeframe, a reliable explanation of when it will arrive, or my money back. A custom pergola is a significant purchase. Customers should not have to spend months chasing a company just to find out what is happening with their order. Five months after ordering, I have no pergola, no reliable delivery date, and no resolution. Based on my experience, I cannot recommend PERGOLUX.

Ordering and customer service were very helpful with the process. Very Happy with purchase good quality.

I stumbled upon PERGOLUX USA while searching for a specific shade of outdoor lighting, and I was thrilled to find exactly what I needed. The selection was vast, and the product descriptions were detailed, making my decision easy. The checkout process was smooth, and my order arrived quickly-better than expected. The quality was outstanding, and I’ll definitely be back for more. A solid choice for anyone looking for reliable outdoor lighting solutions.

This is the first one-star review I have ever written in my life. And I'm a nice guy from the midwest so this is serious. I ordered a custom pergola in April 2026. The sales team told me to expect delivery within 10 weeks. Fast-forward to mid-August, and I was only days away from pursuing legal action against Pergolux in the state of Ohio because of the complete lack of response from customer service. You legally cannot collect upfront payment and then fail to deliver an item within a given timeframe, or provide any meaningful communication about the delay. At the end of August, I finally received a call from an international freight company saying delivery would occur within a day or two. Great, but that did not give me enough time to schedule installation. The pergola then sat in my garage until I could arrange for the installation crew to come out. Finally, today, the installation crew arrived, and lo and behold, essential parts were missing from the packaging. The team could not complete the installation and will not be able to return until the custom part is delivered. Sadly this is not something I can just buy at a hardware store. So now I am once again trying to contact Pergolux customer service... the same customer service team that was previously unresponsive. I cannot believe a company can charge this much for a product and provide such an awful customer experience. I fear this company will face many legal hurdles in the coming months because of the number of recent one-star reviews. Just look at large number of one-star reviews from the past six months. To Johannes Lauchenauer, founder and CEO of Pergolux: clean up your company, or you will not have one for much longer.

I ordered the Pergulox Pro 4 on July 8th. Website said 2-6 weeks for delivery. 6 weeks comes item is still showing as processing. So I gave them two calls...no answer. Emailed...no answer. Finally got on the chat bot on the website and talked to "someone" that told me they were waiting on one part that was supposed to be there the next week then it would ship. Never shipped. Waited 2 more weeks, same process. Call no answer, email no answer, back to the chat bot that told me the same thing as it did 2 weeks prior. At this point it's getting ridiculous. If you're running a "sale" you should make sure you have enough product to cover orders or at least send a mass email out stating what the problem is. So now im just sitting here $6300 in the hole wondering if I'll ever get what I paid for. I understand delays happen but not responding to buyers well after product should have been shipped and giving a REAL explanation of what is going on is unacceptable. And to top it off, after reading other reviews, I doubt everything will be as advertised and in good working order if I ever do receive it. Will never do business with this company again and suggest anyone else looking for a pergula to go else where.

Ordered my custom pergola in April and product did not arrive until mid August. Upon inspection I noticed there were missing fasteners. I promptly contacted customer service and provide all missing part numbers. Since that time, (about 3 weeks ago) multiple inquiries and calls to customer service. There is still no resolution, no contact. Most likely the worst post sale customer service I’ve experienced. Next call will be to BBB.

Ordered two pergolas back in May and still no update on these orders. Awaiting answer.

Poor quality control. Ordering in April 1st and was promised to be delivered in 1.5 months. However, it was finally delivered in Aug 27 after countless delays. That made me missed a planned event in July. It doesn't stop there. The delivered packages is missing the LED strips. The customer service is helpless. I’m losing patience and trust in this company. I am not sure if there any further missing parts. Edits: The claim department responded and apparently the LED was preinstalled in the frames. That's misunderstanding from the associates as earlier they said the LED should be in its own package.