PERGOLUX USAReviews of pergoluxshop.com

The customer service team was excellent! I had it installed yesterday and it looks and works wonderfully. My only comment was the delivery process. I was originally told that would be called to set up an appointment for delivery. Instead, I received an email saying when the delivery was going to take place. Fortunately, I was going to be home when they were going to deliver it. I love the sunshade! I just wish it wasn’t so noisy when you pull it down or retract it.

!!!EDIT!!! I’m leaving my original review below for public transparency of our experience with Pergolux and the resolution. After leaving my negative review last night, I was called by the manager this morning. We went over all aspects of the issues I talked about and our frustrations with our experience. She was very calm in addressing me and offered me the upgraded motor and controller for the same price we paid for the incorrect motor that was sold to me. We appreciate that and have upgraded our review from one star to four. Thank you for your immediate help after our review but please be sure that your chat employees are as immediate. Amerli should have called me as quickly and kept me updated instead of me having to chase out the answers. The product is nice but customer service is horrible. When we ordered our two pergolas on June 2nd, the website stated it would be shipped within 15 days. Well, it wasn’t shipped until August 8th. I had to call to find out it was back ordered. Then, when install started I had to contact chat with questions for my installer. Amerli seemed helpful at first. Then I realized that I was sent 2 different motors, one manual and one motorized. I ordered the Sundream S3 in a wall mount and freestanding so they should both be motorized. She said she would request the replacement and it should be shipped quickly. 4 days or more went by with no information so I contacted chat again. Amerli answered again and pointed out I ordered a standard wall mount S3 not a Sundream. How is that possible when I ordered it off the same page for the Sundream S3? So while I was on chat I created a “dummy” order and checked the cart and the wall mount said Pergola S3. So something was wrong with the website. I told her I just wanted a motorized motor because we has already installed the wall mount thinking it was the same, with the motor. That was last Friday. I heard nothing back until the following Wednesday she sent an email asking if this was the best contact so she could talk to me. I responded back immediately and had no response back. So, yesterday, Thursday, I contacted chat again to get an update. This time I got Jephat. I told him that I just needed the motor so we could move on with install. He said he could create an order for it. It would be $400 and they would ship it out Friday and should arrive Saturday. I could then dispute it and try to get some compensation. We’ll, he called me today to let me know that getting just the motor wouldn’t work because you need the control box too. So, he was going to speak to his manager. He called me back and told me that his manager said they normally don’t sell the parts I needed separately but his manager asked I leave a good review on Trustpilot and he would sell me the motor and controller. He would cancel the order I just paid for the night before and create a new one with the motor and controller. Then I asked to verify that it was still going to be $400? That’s when he told me it was going to be $899! Are you kidding? You sold me the wrong part and you tried to bribe me, acting like you were doing me a favor if I leave a good review? My total order was $18,000 and between the delays that were poorly communicated, the web site that had a glitch that caused the wrong item to be sent to me, poor service on chat and I had to keep reaching out for information the least you can do is sent me the parts at the price for the order you created wrong. A company can have a decent product but if the service sucks the product does not matter.

The product is great and we thoroughly enjoy our outdoor oasis. A little more difficult to assemble than indicated on the website. The instructions for the screens were very vague.

Delivery took longer than expected, but all the parts were included in the shipment and the pergola went together fairly easily. Very happy with the quality of the final product and would buy it again. Would have given 5 stars had the shipment not been delayed a month and if there were extension cables to connect the heaters to the controller. The length of the heater cable limits where you can mount the heaters. Last, take your time to understand and organize the parts and read the instructions prior to starting the assembly. This will reduce your build time.

Everything went well except price fluctuations. People will probably wait/rush depending on sale of items. I bought at a time when it went on sale to only see a greater price reduction a month later. I bought another fan for full price as well to see it on sell for half price. Price reduction refund for 30 days? I believe that would give customers a sense of this company is really concerned about giving the customers the best deal because of price fluctuations.

Even though we could not come to a solution, Manuel took the time to go step by step to try and figure out a solution. He is having tech reach out to me on Monday to try and figure out the issue. Thank you again Manuel for your patience and help today.

The customer help line was very responsive. I did go with Elite Installations and was very pleased with professionalism and desire to make sure pergola placement was correct, problem solving related to slope patio and anchoring. I am glad I did and would highly recommend. Overall very pleased and would do it again. It looks terrific and is very sleek and solid. Only challenge was delivery was delayed and had to contact freight company several times. It was hung up in mid west and the boxes looked worse for wear, one was partially ripped. One of the louvers is bent and seeking replacement, but not too worried as I have had great responsiveness the entire time. 8 July - Replacement louver is on the way per customer service.

Great product very nice people in customer service but very hard to get through to the company. Very frustrating when in the middle of the process.