BON PERGOLAReviews of bonpergola.com

Reply from BON PERGOLAJun 24, 2026

Hi Art, Sorry about instruction that was given wrong in the beginning. And we will do our best to improve on it. Our grand retractable pergola simply is a very complicated system. This usually take much more times on assembly and planning as we stated on the product page. We are here ready to help when you are ready to finish the project properly. In the same time, we know we have been troubleshooting on text, call, and video call for multiple days. And before we reaching out again, we were waiting for your text reply to confirm if the louver direction was in the correct position before you move on. Sorry that you feel like you are alone through the process. And if you are still not done with the project, please let us know and we will continue walking through with you. 6/29/26: Talked to the customer and we align our installer to help on installation. 7/8/26: Installer was able to help the customer to finish this complex build. (customer was actually really close to finish himself already for this grand retractable pergola) BON Pergola Team

Reply from BON PERGOLANov 29, 2025

Hi Richard, Sorry for the miscommunication. One of our guy know what you need, but another person pick up your phone and listen to what you need and prepared as you said. We totally agree that we can do better. Then the exchange wasn't rapidly done was also another situation we faced during thanksgiving event. Pergola went well that we know for sure, and hope this screen goes well! BON Pergola

Reply from BON PERGOLAAug 16, 2025

Update: 8/18/2025 There was a misunderstanding in between the team and the customer. Resolved and cleared. Sorry for your hard feeling! We are here to make it right for sure. BON Pergola Team Below 8/15/2025 Hi Victoria, Sorry for your bad experience. Glad the product is working well, but we would like to address a few things that we found there must be miscommunication upon: 1. Instruction: We understand sometimes our people can make careless mistakes by putting the wrong instruction into the package, so we had to put extra paper on top of our pergola outer box to remind customers to download the latest instruction that is up to date on it. Sorry that you did not see that. 2. We are known as 100% honest. We might not be the best, but we are always trying to do our best in every aspect. We have reviewed all the calls, emails, and texts to make sure we are sure we are not doing wrongful action. 3. We did mention that the product can be installed but there will need to be adjustment on site for the sides. We have many other projects that have the same situation and install the same product. Sorry that wasn't under your expectation. Hope we did better. 4. Stored a mis delivered item: On the same day of delivery, we were talking to the delivery person and you on the video call and have them remove all the items that we know it's not for you. We end up finding out we left a box of frames because we thought that was another item. Later we found that is not the right product, so we took them back with the screen return afterward. (And for the missing screen, we ship another screen to you right away). Is there something we are missing here? 5. Return and refund. We did say that all the returns are supposed to be in its original box with undamaged condition to give you full refund WHEN we are supposed to charge shipping and restock fees for any return. We feel that our good faith is being used in the wrong direction because we promise if this screen comes back in good condition, we will take care of the shipping cost. When we received the return, we took photos of it before opening and after opening the box. It's clearly not in its original box and has many leaves, residue, scratches, and condition that the product clearly has been left open without care outside for some time. This is surely not a new condition. Hope you understand. 6. Damaged item: The only damage product was damage during transit, and we took it back as soon as we are aware of it. Hope you understand. Sorry for your experience, but hope we can do better to address your issue. BON Pergola Team.

Reply from BON PERGOLAMar 1, 2025

Hi Alex, Sorry that our trucking company came to your home without the right equipment. We already talk to them and arrange the right shipping method for you. Let us know if you have any questions.