Reply from Domi Outdoor LivingAug 17, 2026
We would like to extend our deepest apologies for the experience you have had with your purchase from Domi. We truly regret any inconvenience this situation has caused you.
To begin with, the issue originated from an error in the color selection when you placed your order. At that time, you had already started the installation process, which meant we were unable to proceed with a return or exchange. This is because we do not accept returns for products that have already been assembled, nor can we process exchanges for orders that have already been shipped.
After we informed you of our inability to process a return, you brought to our attention the issues you encountered with the product you received. However, during our subsequent email communications, we noticed that you did not provide any photos or videos for us to review. While we offered to send you replacement parts, you clearly stated that you did not require them and expressed that you did not consider the pergola to be a safe structure. As a result, we were unable to move forward with any further after-sales procedures.
Given these circumstances, we proceeded with your second purchase. In consideration of the challenges and frustration you faced, we extended a 25% discount on your second order as a gesture of goodwill. We fully understand your dissatisfaction, and we sincerely hope this gesture demonstrates our commitment to addressing your concerns.
Should you encounter any further issues with your pergola in the future, please do not hesitate to contact us via email. We will prioritize your case and do our utmost to assist you promptly.
Once again, we apologize for any inconvenience this has caused and thank you for your understanding.
The Domi Team
