PERGOLUX USAReviews of pergoluxshop.com

Would have bought a different pergola if I knew how awful the instructions were. The “must-watch” video is useless, and the PDF instructions are nothing but zoomed-in pictures with no written steps. No paper instructions included either. Parts are not labeled correctly in the instructions. I’ve assembled a lot of products, and these are THE WORST instructions I’ve ever seen. Chinese instructions would of been better. Avoid this company until they completely redo the installation guide. Check the PDF instructions on the website, and know there is about 20-30 steps that aren’t in there that you have to figure out yourself. Not to mention, if you have to return any parts it can total over $3,000 re-stocking fee. Product is nice but would of gone with another nice company.

Experience with Pergolux is horrible. They don't stand behind customers and ensure that orders are shipped to customers. After the item leaves their facility, they don't offer support to customers to help track the item or ensure it reaches its final destination. DO NOT order from PERGOLUX. They could care less about your order, they just want your money. Is it a decent pergola, sure if you get what you order!

i orderd a S4 and received confirmation it would deliver in 15 days. i called after 7 days to confirm shipment date and was told that S4 are not even in the United States yet but they would send me a S3. I asked for discount and didnt recieved one. Today the installers are telling me that the brain is a S2 which dosn't have bluetooth and other feature. Customer service is not helpful. Very disappointed after spending over $20,000.

Do not order from them, they are a scam; we placed an order for a pergola to then be told the item was no longer available and they could not fulfill the order; they had no problem taking my money and did not inform me of the item being out of stock - I had to attempt to reach them several times to get this info after the order never shipped. They did offer to upgrade us to another model which only came in a bigger size and would not fit on our deck, however they didn’t seem to care about that when offering it; they were very difficult to get a hold of for a refund all the while they continued to sell this same product online to other people and show it as in stock in their site. They are scammers!

False advertising and terrible customer service. After purchasing the pergola in 2024, and an additional screen in 2025, and due to weather (a small thunderstorm), even though they say their product is hurricane resistant, my screens unhinged and the framing that holds them in place snapped off. I reached out for assistance, and they were not able to help and refused to send anyone to my residence. I am now stuck with a pergola with two damaged screens, and cannot enjoy my outdoor space. Worst possible decision I made was choosing Pergolux.

I can’t even get anybody who can answer simple questions on the phone. I had one “specialist” (Elton C.) who I spoke to once that was supposed to be my point of contact going forward. He was supposed to send me some info. Never heard from him again. I tried to contact him again to no avail. I then called the main number and was told a “ specialist” would call me back within hours. It’s been 4 days.

BUYER BEWARE! This is a great product and we received the pergola in the correct time frame (fall of 2025), and we love it. Then we ordered a sliding glass wall and a fixed glass wall in November 2025 to arrive at the end of December. Never came, so of course I called for an update. Was told the fixed glass wall was available, but the sliding glass wall was backordered so they needed to wait till both were ready to ship and would arrive end of January. Never came, so I called for an update. Still on backorder till February. Never came, so I called for an update. Was then told the glass was available, but now the frames were on backorder till March (different information then I was told 2 months before, so I started to get suspicious). Never came, so I called yet again for an update. Talked to Isaiah (one of the good guys), and I came up with a creative suggestion: could they send me a different color frame that they had in stock? Isaiah did some research and confirmed they could do that! Awesome! They shipped the frames and all the glass within 2 weeks. Shipment arrived through 3rd party shipper (AIT) on April 24...BUT it was just the frames, no glass wall or sliding glass walls. So I called Pergolux for an update that day, and they said they would check with AIT. I continued to call Pergolux 3 times the following week to get an update, and the only answer I ever got was "they are looking into it." So here we sit literally 6 months after placing the order and we still don't have the glass wall accessories, and we have no idea when they will arrive. Here's our main issue...as you can see from the above review, at every step of the way, I had to be the one who was checking on our order. If I hadn't called and kept calling, and kept calling, and kept asking for a manager or a supervisor, we very well could be sitting here with nothing and still not knowing what was going on. Again, we love the product...no question it's high quality. Everyone that sees it loves it! But great day, what does it take to get the glass wall accessories, and can someone at Pergolux take ownership of this situation and see it through to the end, and take the initiative to update us on the progress?!?!

A terrible experience from start to finish. Not only did I wait months upon months for the correct items to replace those defective in efforts to complete the assembly, other items received were damaged or out right broken, even missing. Customer service falls equally short of expectations, as their suggestions consisted of buying the missing pieces from a hardware store, or disassembling whatever I had broken my back to build, for a partial refund not even accounting for the days upon days wasted to get this far. “Some assembly required”. If you have the skill set to assemble these pergolas, you are better off buying materials yourself and constructing a pergola from scratch. Good luck with their “directions” as they are as faulty as the product itself. Months later and over 20,000 dollars spent, still have yet been able to assemble this over-priced, poor quality product I strongly advise anyone interested in a pergola for their ideal outdoor backyard experience seek one elsewhere. You are better off going to costco and getting a decent product, with excellent customer service, neither of which you will find with Pergolux