PERGOLUX USAReviews of pergoluxshop.com

While the structure looks good, we were not happy that we didn't get an installation manual and had to spend time searching online and calling your support to find the 87-page document. We then waisted printer ink and paper to print it for the installers. Then I realized you don't supply the charger to the remote so we can't set up lights etc. You should be including these items or state that you don't and how to find them. It's absolutely ridiculous. Not everyone can view instructions on a cell phone and see them clearly out in the sun while installing. Also, I reached out to our salesperson a few days prior to install to ask how many boxes I should have and he never responded. Customer Service agent guessed too little than I had received but later followed up with an email stating how many boxes should be in the shipment which was accurate. This would also be ideal to have when delivered or prior. The shipping company was not helpful, and buyers should know that they leave a huge wooden pallet with lose nails for you to dispose of. We also got a crushed box of accessories. I'm hoping the pergola holds up well, it's sturdy and it looks great. Hoping lights and heater work when my USB-c charger comes from Amazon.

Poor quality control. Ordering in April 1st and was promised to be delivered in 1.5 months. However, it was finally delivered in Aug 27 after countless delays. That made me missed a planned event in July. It doesn't stop there. The delivered packages is missing the LED strips. The customer service is helpless. I’m losing patience and trust in this company. I am not sure if there any further missing parts. Edits: The claim department responded and apparently the LED was preinstalled in the frames. That's misunderstanding from the associates as earlier they said the LED should be in its own package.

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.

The pergola is beautiful, came well packaged and works well. Our only complaint, and it is a big one, is that the instructions were so poor, or suggested video was for an earlier model and had very little in common with the one we ordered. It was very much like getting a 1000 Lego pieces and trying to figure it out. It took over a week, not the 2 days suggested to assemble.

9/1/26 It finally arrived! With a bit of help from Amerli re: shipping and prompt support from Cesar re: installation, we're thrilled to now enjoy our pergola! I've updated the rating to a 3 overall (with 1 for delivery, 3 for customer service and 5 for product quality). 7/31/26 With bold type enticement like "Don't Let Another Summer Slip Away" and product-specific stock status claiming "delivery in 5-15 business days", Pergolux has turned my pre-order excitement into a post-order nightmare! A full-month has passed, with system-generated status still showing "order confirmed". Moreover (and unlike the Sales team, which seems to have ample reps), Customer Service is so swamped that an automated attendant interrupts music-on-hold by stating that call volume exceeds Customer Service capacity to maintain a call queue, and promising that a rep will return my call when someone becomes available...which doesn't happen. So I have to initiate every interaction - with the latest suggesting that my July 3, 2026 order #15037 "should" get here by late August-early September. With no control over supply chain "2 boxes are still on a ship from China...or Vietnam, not sure which"; and no order status system available to Customer Service reps or customers, I suspect there are other nightmares happening right now, and more to come... I'm giving up on Summer, and hoping mine is resolved before Fall comes and goes.

You could have better instructions but I love the product

Instructions vague. Videos often referred to older models. Louvers would not fit in the beam track plastic u-shaped channels without adding additional washers to make louver "pin" longer. Overall build quality is great. Squaring up the assembly was very difficult.

Product is good but not customizable Not cheap product eighter, It was very hard to return was given different return policy Upon actual returning, they were different from original. Nightmare returning the produce and getting money back. Its numerous phone calls and email so far from my side. Product have been returned for more than 3 weeks and still waiting to get the money back