PERGOLUX USAReviews of pergoluxshop.com

The delivery service they are using is horrible. They damaged some of the parts in transit. My one star is due to Pergolux reps being lazy and not proactively trying to resolve by communicating directly with shipping company. I do not recommend purchasing from them until they get local dealers to handle these things. It is a nightmare.

Thank you for your explanation. As mentioned in my original review, we’re pleased with the pergola’s overall look and design after installation, it truly elevates our outdoor space. However, that doesn’t change the fact that the entire process was far more stressful, delayed, and costly than it should have been for a product at this price point. I want to clarify that I did not request a price adjustment until after discovering that the product was damaged. When I reviewed the timeline, I realized that the issue occurred within the original return window, and had I known about the defect earlier, I would have simply requested a return and full refund. However, your care team manager informed me that there would still be return fees even though the product was defective, and directed me to the general return policy instead of offering a reasonable solution. The initial offer of a $200 credit plus an outdoor tray felt dismissive of the time, effort, and additional labor expenses I had to cover because of the damaged parts and delayed replacement process. The tray, in particular, isn’t useful to me and would only take up space, it felt more like a symbolic gesture than a meaningful goodwill resolution. For context, I first reached out on October 27, but despite follow-ups, the replacement parts weren’t shipped until November 3. That delay directly affected my installation schedule and resulted in additional labor costs that could have been avoided with more timely support. I’d also like to suggest that Pergolux advise customers to fully inspect all components before scheduling third-party installation. Many customers, including myself, are not installers or technically skilled enough to detect hidden damage without professional help. Without that assistance, it’s unrealistic to expect every customer to identify manufacturing defects prior to installation. Given the circumstances and the documented communication delays, I believe a more reasonable goodwill resolution is warranted. I genuinely wanted to recommend Pergolux to my neighbors and community, many of whom are actively considering similar installations, but after this experience and further research, I now find myself leaning toward brands like Hanso or Mirado, which appear to provide stronger post-sale support and easier installation experiences. I sincerely hope Pergolux reconsiders its approach here and provides a resolution that aligns with the premium image and pricing of its product line. Doing so would go a long way toward restoring confidence and allowing me to speak positively about the brand. Until then, I feel it’s important to share my experience with others who are considering investing in their backyard projects, across all social media platforms. Customers deserve to be fully aware of what to expect. Kind regards, Candi Shrestha

Lets start off with I was never informed the pergolas were not in stock before purchase. Though it did state shipping time of about 15 days only. After constant emails to them the told me they would be shipped to me sometime in mid December, a solid 4 months after purchase. I do no appreciate being deceived about the delivery time, and I really don't like the lack communication so far. How can I give them anything more than 1 star??

Instructions were awful, not clear instructions at all. Also missing part for heater. In addition broken heat bulb and no way to replace except to buy a whole new heater. Extremely disappointed.

I should give it 0 starts. One of the pieces was wrong and we couldn't continue with the assembly. When we called customer service, they said they knew about the problem and UNFORTUNATELY some wrong pieces were shipped! The assembly crew had already been trying for 2 days to put it together. The instructions are very poor (printed and video). We ended up drilling new holes so that we can continue. They also sent us a faulty power box that kept tripping the GFI. We even brought a certificed electrician to check it and he agreed. Customer service wanted us to send them a video and make sure that we plugged it in in many other GFI outlets in our house to verify it was faulty! The replies that we were getting from customer service seemed to be written by a 20-year old who was googling the question. I would not recommend this company!

Worst customer service yet again. I already had issues spent 13k on two from this company. The gutter was defective asked for a replacement they charged me 400 DOLLARS. for a small gutter. After I already spent 13 thousand dollars. I sent the item number and a picture and they sent me the WRONG COLOR again and now I’m being charged again for freight300 bucks are you kidding me?! For a light af piece of aluminum. Save yall some time and frustration go with a different company. My neighbor bought some from Amazon only cost her 3000 for three exactly the same as mine and I spent 10,000 on one and over three and another that’s over 13,000+ this gutter issue another $400 and now another 300 to send it back and get the correct color because that company can’t get anything correct I had to hire someone to put it together cause the instructions are unclear. This is becoming a nightmare I wish I never got this product.over repriced terrible customer service. I have emails showing all this receipts too. I’ve been patient and kind. Now I’m mad.

Horrible customer service!!!!! Good luck if you have any problems with the build because YOU WILL NOT GET ANY SUPPORT FROM THIS COMPANY!

The Pergolux pergola system looks great — sleek design, nice concept. But the experience behind it? Not so great. I’ve dealt with: • Missing parts (some essential to complete installation) • Cheap screws that snapped mid-assembly • Delivery delays and vague communication • Customer service that consistently shifts blame and takes forever to respond I had to escalate to the CEO just to get basic follow-up. Even then, promises like “overnight shipping” were ignored, and I ended up having to chase both Pergolux and their shipping partner for weeks. Unless you’re okay with a DIY project full of guesswork, silence, and broken commitments, I’d think twice. The product might be premium on the surface, but the experience is anything but.