PERGOLUX USAReviews of pergoluxshop.com

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.

First of all, we love our pergola, it was well used over the recent holiday. The reason we did not give a five star review was the customer service. We ordered a 10x16 with screens in three sides. The 16’ side did not come with the installation kit. We called to get one sent to us and instead of saying we are sorry for the error and we will ship one immediately, we had to go through a whole claims process including pictures of the screen, shipping labels, explanations. A week later we still have not had our claim processed because it slipped through the cracks. And again, a week later they are still asking for more pictures of shipping labels even though the in original claim I told them all boxes have been removed from site and more pictures of the screen. In total, the amount of missing product is probably less then three dollars, nothing was damaged and needing replaced, and yet they are still making us go through this whole ordeal. How completely unprofessional when thousands and thousands of dollars have been spent on this pergola. Now we will have to pay the installer more money to come back to finish the job. The product is beautiful and our guests loved it, but can I recommend it to someone else after this? I guess that will remain to be seen. UPDATE: after not receiving an installation packet, or hearing back, I had to call them back and spent over ONE HOUR on hold waiting for someone with authority to fix our problem because I refuse to hang up and threatened to keep calling back all day long. He said this is not a product that they just have extra laying around in the warehouse so they would take one from another screen box and send it. Hmmmm now I know how we ended up getting a screen with no installation package. One week later, we did indeed receive an installation packet, WITH A WHOLE NEW 16’ SCREEN. How moronic can this company be? Ok, so now we have the parts to hang our screen, but now what do we do with a whole extra screen!!!! Are you really telling me, you don’t have ANY EXTRA installation packages laying around ANYWHERE!! My star rating will not change. All we wanted was to be able to hang our screen, now we have to figure out what the heck to do with an extra 16’ screen that has no way to hang and will take up space we don’t have to store it or pay to dispose of it.

Though the structure is nice for the price point I paid,(>13K) that is what is expected. What is a serious disappointment are the multiple problems. Bent column( ok things happen). False advertising--- there is no SnapFit system on the SkydanceS3 I received( its was still listed on the website a few days ago). Incredibly poor instructions... (who would list multiple screw sizes by the serial number and then not mark the packets? endless parts I did not need were sent).... instructions also skip parts, like pairing remote... I now have to take the door off the cross beam and get to the pair button. Of course, louvers are now in the way. Lastly door handles that do not fit on the $I300 glass doors.I had to send 5 videos to claims department to demonstrate. The fix: I am told to take the glass doors off and cut gasket to get the handles on.... seriously? Does anyone do quality checks? Though the Skydance S3 could be a great product these multiple and now unfixable problems are just not acceptable at this pricepoint. Would not recommend. Oh, and about the absence of the SnapFit system... you now have to use self-tapping metal screws and drill into the columns to get heaters, screens and doors installed.

False advertising with the lights. Barely produces any light under the pergola area. All photos at night showing the area very bright with only the pergola lights. Till now my 13x19 sundream 2 is struggling with just 1 motor to open and close the louves. Electricians have told me it needs atleast 2 motors to not overwork the other one. Was not advertised that additional heaters I purchased with the pergola could not be placed where it needed to be as the power supply is at the opposite end. Asked for assistance for their stamped engineering plans as our city required them to be permitted and all I was told was that I needed to pay their engineer a wild amount to get a copy of these stamped plans. You would think with a prefabricated piece this large and this expensive this was the least they could have provided. Wish I could have just returned it but even that was more hassle than they advertised not to mention all the costs that returning this would entail on my end.

Oh my gosh, the process of building this pergola was brutal! The only reason I have it two stars instead of one is that the finished pergola actually does look nice and so far works well. It’s only been 2 days since we finished it though so there may be an update. Customer service with Pergolux is abysmal. We got to step two in the assembly process and there half the screws needed were missing. I called customer service and they said to be sure and open all the boxes to look for the missing screws. All the hardware was packaged together in a single box and I seriously doubted a small pack of screws would have been randomly tossed in another box but nevertheless I obediently opened all nine boxes (each weighing at least 100 pounds) and found no more screws. Instead of saying “oh I’m sorry, we’ll overnight you some replacement screws” they instead asked me to go to their website and file a claim. This is sounding like it was not going to be resolved quickly and since I had nine open boxes of pergola parts all over my back yard and couldn’t proceed past step two without the screws, I needed a quick solution. They were no help. I ended up going to Lowe’s and had to get help from a pro in their contractor section to find screws that would match. So hours later we were able to continue. We did finish the pergola but on the final step, putting caps on the top of each support post, again we were missing parts. Two of the four caps and half of the necessary screws were missing. In addition, a good number of the screws which secure the louvers were not threaded properly and are holding very precariously. I filed a claim today as instructed for replacement parts and we’ll see how long this takes to get resolved. At least the pergola is functional for the time being. And lastly, they advertise how easy it is to put together. Like building Legos! Don’t believe it! There’s no way to safely build the thing with any less than 3 people as it’s VERY heavy and you have to Somehow hold the two side walls upright while simultaneously connecting them with a cross beam. If there were any tips on how to do that with less than three people, it would have been nice for them to share that info! So, very solidly two stars. The bottom line is that for such an expensive product, good customer service would be really helpful!

We purchased a 13x13 Skydance S2 and have questioned our confidence in the product a few times. We received a faulty power cable that was discovered after complete assembly. The design and routing does not make replacing the cable an easy process. The original and replacement both had to be cut to remove and replace. Now, instead of a factory sealed plug, there is a weathertight plug that doesn't look as clean. The instructions on the app didnt always reflect our installation. But a search online would show different instructions that better fit our parts. For instance, the privacy shades show friction fit channels that are to be preattached to the shade for installation. You'll need 4 people to do it that way. It's heavy and cumbersome. The shade should be loosely attached first to the beam, then the channels. There are a few fit and finish issues. We were having difficulty with a rain gutter not sliding into place. Upon further inspection, the powder coating was much thicker than the others and needed to be sanded down. A few weeks after installation, a light cover fell off one of the shutters. Many attempts were made to snap it back on but would just pop off. Not until we carefully removed some of the coating in the light channel would the cover stay on, but even now, we believe it's just a matter of time for it to pop out again. The “free” heater arrived non operational but was quickly sent a replacement. We also ordered the wood slat kit. This would be the lowest of our satisfaction but we were able to make the most of it. First, the kit is advertised to include Stainless Steel hardware. It includes beige coated screws. (maybe they figured out SS and aluminum aren't a good combo). The framing wood is pressure treated green and splits easily. Not the nice cedar color boards you see in the promo photography. Additionally, the boards came in all sorts of quality. Some questionable and chipped or ugly. Almost all had some type of shoe print or dirt and were poorly drilled (majority off center). Fortunately, we could salvage what was sent by sanding the imperfections off, flipping the boards and drilling our own holes. Lastly, one of our shutters arrived gouged and dented. this was not the fault of Pergolux. We had not noticed the damage as it was on the bottom of the box and our last piece. However, their solution was to send paint and a $200 refund. After showing in detail this was not a simple sand and paint, but possibly filler, they raised the refund offer to $500. I insisted on a replacement and they agreed. Daniel, the CS rep at Pergolux USA, has been a great help through all the issues. He gets 5 stars. The final product looks great and friends have complimented it.

Update: Pergolux made it right by offering to help with the remaining installation issues and a partial refund. We are grateful and are now enjoying our Pergolux. We love the Pergolux and we appreciate the customer service team. Unfortunately the process has been a nightmare and the Pergolux itself has issues. We were upgraded from the S1 to S2 Sundream due to shipping delays. -The delivery service dropped a pallet and the solution offered is spray paint to cover the scratches, not a new piece. -Not all pieces for installation were delivered. -Directions for S2 are terrible. -It has taken multiple shipments for correct parts to be sent and we are still missing one. -Louvers don't open without the far left Louver (when standing inside) hitting a plastic strip installed on beam, which has caused damaged. Still no solution. -Installation team has had to come back 5 times due to all the issues. This has cost me so much money. Wishing I would not have been upgraded so that we could be enjoying our S1 Pergolux.