PERGOLUX USAReviews of pergoluxshop.com

I am an installer with over 6 years in the market and I can say that Pergolux Pergolas are the best on the market without a shadow of a doubt, easy installation, top-of-the-line material, I highly recommend them.

I am going to try and give an honest overall review of this product and not just give it a 1 star because of the bad experience I’ve had. To do that, I’ll break this review down into 5 categories. The 5 categories are product quality, delivery, installation, Customer Support, and value for money. Product Quality 4/5 stars: Overall this pergola quality is good. It’s bulky and sturdy where it needs to be. It does dent and scratch very easily, but that is the nature of aluminum, so I wasn’t too surprised by that. Delivery experience 1/5 stars: For such an established company, I was very surprised they didn’t have a better delivery service. I was told by Pergolux after I purchased my product that I would be contacted by someone to set up a delivery time. I did get a phone call from the delivery company, but it was 7:45 AM on a Sunday and they were 15 minutes away from my house. I missed the call, so I was only aware of the delivery as they knocked on my front door at 8AM. It seemed like Pergolux hired a company who then subcontracted the delivery to 2 random guys with a pick up truck. The guys were clueless as to why I was upset. They also started unloading some 30 boxes (I bought 2 pergolas) in front of my garage door where my car was parked. Luckily I caught them in time to have the boxes moved to the back yard. Installation 0/5 stars: Apparently Pergolux does not read reviews of their own product. All of the negative reviews I read were basically about how terrible the installation of this product was. I didn’t take these warnings into consideration enough and I regret it. For complete context, I do a lot of home renovations myself, I own A LOT of different tools, I have quite a bit of experience with installing and building all kinds of different products, and I also happen to be a doctor. All of that considered, I place my knowledge level at average to slightly above average. These installation instructions were THE WORST I have ever seen.. of any product.. ever. The issues started right off the bat with the boxes being labelled with random numbers and letters that made no sense to anyone except the guy that made them up. I was lucky enough to find a piece of paper that was attached to the outside of one of the boxes, but had been ripped open and exposed to the weather. With this paper I was at least able to separate the boxes that went with one of my pergolas vs the other. Another hour of just opening boxes and seeing what was in them helped me kind of figure out what was where. After that, it only got worse. Trying to follow a PDF of instructions with only pictures and no words is like trying to follow directions from someone who can’t speak while being blind yourself. None of the pieces of the pergola are labelled with numbers or letters, so when they use numbers to label them in the instructions, you have to just look at the shape and figure out which piece they’re talking about. Even if the pieces were labelled, the instructions changed the numbers they give each piece a couple of pages later so it didn’t make sense. Things didn’t fit together as nicely as they should. Some things didn’t fit at all, like my lights that were about 6 inches too long on one side and 6 inches too short on the other. A few days prior to getting my Pergolux products, I received an outdoor kitchen set from a company called Backyard Discovery. Installation of this kitchen was so easy, and pieces went together flawlessly. Pergolux needs to immediately fire the person in charge of creating instructions and hire the person from Backyard Discovery. Customer Support 4/5: The bright spot of this company is reaching customer support. They have multiple ways to contact someone and are usually very responsive unless it’s late after hours or the weekend. The downside for me was being on the west coast while they are on the east coast. Every time I needed help it was 4 or 5 PM my time and 7 or 8 their time. Value for the money 3/5 stars: Pricing on this product was middle of the road and ended up being the reason I chose this company. Other companies’ products were cheaper but the quality or functions available seemed to match the price, and many other companies were more expensive. When I initially put their product in my cart, 2 pergolas with lights, and 2 heaters came to $11,000. I unfortunately waited and 3 weeks later, the same products came to $22,000. I learned that it actually wasn’t the same product as they had just upgraded from their original product to a new product and the old product that was discounted to get rid of it was no longer available. Luckily the company was willing to work with me and gave me a substantial discount, but after taxes I still paid $18,000 for 2 pergolas. Overall, I am happy, but if I knew then what I know now, but I would seriously have to consider buying from a different company.

Customer experience was top notch from beginning to end. When the automated chat wasn't able to answer my questions, it quickly moved me to a real person both via chat and on the phone. The 10' x 13' freestanding pergola works better than expected and is exceptionally well made. The pergola was delivered in a timely manner and the installation crew that was referred on the website completed assembly in around two hours. I researched a number of pergolas online and based my decision on a number of factors including quality of design, color selection and ease of operating.

Took beyond 15 emails and 5 months of waiting to get anywhere with this company. Eventually I asked for a refund and they sprung to life. Their customer service was actually fantastic (Nellie rocks) once I escalated this high enough. It’s scheduled to arrive tomorrow (Aug 26 24) and they say their logistics issues were system related and have been fixed. The product arrived and we installed it ourselves. Excellent support during the install from the online chat. Looks great and the quality really does show. Super solid, a little complicated to build, we had to get replacement screws which were shipped overnight. Take your time with the install, if you are doing LED lighting take note of the order that those go in. Apart from that fairly easy just take your time! Cheers

The product Pergolux Sundream S2 is great and got an excellent support to address some missing parts and installation instructions from Nellie Owens from customer service. They heard my challenges with keen intent to address and showed the same in action towards helping me get the desired experience of Sundream S2.

Add me to the list of dissatisfied customers who have waited since March to receive our order. What I find especially disconcerting is that for each delay WE have been the one to reach out and ask where our order is. NOT ONCE have THEY communicated a delay before we asked them. The summer is almost over and we still do not have a pergola. I can't review the product, of course, since I still don't have it. If I ever get our order, I will update the review.

Pergolux offers exceptional value for money. The quality of ht pergola far exceeds its price.

I couldn't be happier with my Pergolux pergola. It's sturdy, beautiful, and exactly what I wanted.