PERGOLUX USAReviews of pergoluxshop.com

Order was placed in early May 2026 with an estimated leadtime of 6 - 8 weeks. At the end of July (9 weeks), I called their customer service to check on delivery status. I was informed that there was a quality control issue that delayed shipment until the end of August. I informed the service representative that if there were issues with the order, they should have contacted me, so that I can reschedule contractors. This is basic customer service. With the new timeline, I scheduled the Pergolux recommended installation team, pulled my awning down and prepared for delivery. In late August, I called to check on shipment, since I had (again) heard nothing. This time, I was informed that my order was placed on hold due to material supply issues. I asked the customer service agent to cancel the order, and they threatened to charge me a 10% cancellation fee. I reminded them that I was not cancelling willfully, but only because Pergolux could not fulfill my order within the stated leadtime, and that Pergolux's own T&Cs state that if there significant leadtime issues, the customer can cancel. Since I don't have any leadtime at this point, and we are a month after the stated leadtime, I would expect a full refund. Apparently, a manager is going to email me in 24 hours. Communication is extremely poor for a "high-end" system. For any "high-end" company, any changes to the order should result in a communication to the customer about the change and what to expect next. This is basic customer service, especially when contractors might be involved (since they also have cancellation fees).

This says, "rate your experience" not "rate the product" so that's what I'll do. Great Pergola — Terrible After-Purchase Experience I’ll start with the good: we love the pergola. Now that it is here and assembled, it seems to be a very high-quality product, and I’m happy with the actual pergola itself. Unfortunately, almost everything between clicking “purchase” and having the pergola assembled was incredibly frustrating. This was an online purchase of more than $10,000, and once I placed the order, there was essentially zero follow-up from Pergolux. I received a “Welcome to the Pergola family” message and a tracking number. That was about it. The tracking information gave me an estimated delivery date that ended up being wrong by more than a week, and there were no meaningful updates after that. I can track a $5 Amazon purchase from the moment it leaves the warehouse until it reaches my door, yet I had almost no idea where my $10,000+ pergola was. Even the shipping company couldn't give me answers. Apparently, the company handling the shipment changed two or three times between leaving Pergolux and arriving at my home. I spent more than three hours of my time on hold trying to figure out where this very expensive purchase was and when it would arrive. At one point, because of the lack of communication, I genuinely wondered if I had been scammed out of more than $10,000. That is not a feeling a customer should have after making a purchase of this size. Then the pergola arrived, and we were excited to put it together. Ugh. That was another nightmare. The printed instructions and assembly videos are simply not adequate for a product this complicated. Thankfully, my husband has building experience. Without that experience, I honestly don't know how we would have assembled it using the limited instructions provided. While we were assembling it, we tried both calling and using the online chat for help. We sat on hold for so long—close to an hour—that the call disconnected. Twice. The chat essentially told us that if someone didn't get back to us right away, they would follow up later. They didn't. Another frustrating issue is that there doesn't appear to be a customer account where I can log in and see my orders, previous purchases, tracking information, documents, etc. Even now, I can't simply go to Pergolux, sign into my account, and see the history of this $10,000+ purchase. For an online company selling products at this price point, that seems like a pretty basic feature. I will say that a few customer-service representatives I eventually reached were pleasant and tried to be helpful. The problem was that they didn't seem to have much information either. Once my pergola left the Pergolux facility, no one seemed to know where it was or what was happening with it. Ironically, I received more communication from Hansø, the competitor I didn't purchase from, than I received from Pergolux after spending more than $10,000 with them. I still do. That's disappointing because Pergolux has a product worth being proud of. The pergola itself? I love it. It seems sturdy, well made, and high quality. The after-purchase experience? Terrible. For a purchase at this price point, Pergolux desperately needs better order communication, real shipment tracking, accessible customer support, a customer account/order-history system, and significantly better assembly instructions and videos. Would I recommend the actual pergola? Absolutely. Would I want to go through the purchasing, shipping, and assembly-support experience again? Yikes. No.

I would highly recommend not going with Pergolux. My customer service experience has been awful from the onset and the issues are ongoing. At this point I ordered my pergola 5 months ago and my pergola is still not fully installed. My order was 4 months late and when it arrived it had missing parts. Now I can’t even get Pergolux to send me the missing parts in a prompt manner, pick up its customer service line or call me back. It's almost like they think I am somehow at fault for the missing parts and now I have been responsible for wasted contractor time . I gave this two stars since the quality of the product seems ok so far, but I still wish I could go back in time and go with one of its competitors. Do yourself a favor and go a different route.

Pergolux is not taking accountability for shipping issues. Over 30 days and have not received product. Have had to contact logistics company myself and they are not easy to work with either. Cannot get resolution, let alone a response, from Pergolux customer services. In reply - All I hear is we will be updated but yet still continue to hear nothing. I did not hire AIT to deliver the purchase. I made a purchase from your company and you made the choice to hire out delivery service. I should not have to wait for you to uphold your agreement with the shipping company to receive resolution. As a customer who has already paid for product that has not been received with 2 delivery date no call, no shows, you should stand by my purchase and make it right. I should not have to wait for you to negotiate with the shipping company as that is your hired service which I have no control over.

The website is an absolute fabrication. Made an order back in July and still haven’t received delivery or a status update in over six weeks. Don’t trust the 5-15 day delivery and in stock on their website. Big surprise, but the “sale” prices are the normal prices don’t fall for the marketing scams. Don’t fall for it like I did. @Pergolux you have my information and I will gladly update if you can provide anything of substance.

Great support. Clear, professional, and friendly.

Great thanks for quick checkout and fast response to change the shipping address. The way the service should be done. Thanks

Every time I call customer service I have a good experience. They help with all of my questions and get me going in the right direction. That is especially nice when you’re try to build and set up a pergola and you’ve never done anything like that before. My pergola in now done and we love it!! Thanks so much for all your help.