PERGOLUX USAReviews of pergoluxshop.com

The chat rep Japhet called (on weekend) to answer my specific questions to help me place my order before sale ended! Super helpful and polite! There was a glitch on website regarding a free product included in sale, and he fixed it on his end and made sure we got all the goodies we deserved! Can't wait to get our Pergolux Pergolas!

Professionals that are knowledgeable about their product, patient in answering questions, and customer service & sales professionals that make the buying experience exceptional!! If their pergolas are as great as their staff, it's going to be the best purchase this year!

!!!EDIT!!! I’m leaving my original review below for public transparency of our experience with Pergolux and the resolution. After leaving my negative review last night, I was called by the manager this morning. We went over all aspects of the issues I talked about and our frustrations with our experience. She was very calm in addressing me and offered me the upgraded motor and controller for the same price we paid for the incorrect motor that was sold to me. We appreciate that and have upgraded our review from one star to four. Thank you for your immediate help after our review but please be sure that your chat employees are as immediate. Amerli should have called me as quickly and kept me updated instead of me having to chase out the answers. The product is nice but customer service is horrible. When we ordered our two pergolas on June 2nd, the website stated it would be shipped within 15 days. Well, it wasn’t shipped until August 8th. I had to call to find out it was back ordered. Then, when install started I had to contact chat with questions for my installer. Amerli seemed helpful at first. Then I realized that I was sent 2 different motors, one manual and one motorized. I ordered the Sundream S3 in a wall mount and freestanding so they should both be motorized. She said she would request the replacement and it should be shipped quickly. 4 days or more went by with no information so I contacted chat again. Amerli answered again and pointed out I ordered a standard wall mount S3 not a Sundream. How is that possible when I ordered it off the same page for the Sundream S3? So while I was on chat I created a “dummy” order and checked the cart and the wall mount said Pergola S3. So something was wrong with the website. I told her I just wanted a motorized motor because we has already installed the wall mount thinking it was the same, with the motor. That was last Friday. I heard nothing back until the following Wednesday she sent an email asking if this was the best contact so she could talk to me. I responded back immediately and had no response back. So, yesterday, Thursday, I contacted chat again to get an update. This time I got Jephat. I told him that I just needed the motor so we could move on with install. He said he could create an order for it. It would be $400 and they would ship it out Friday and should arrive Saturday. I could then dispute it and try to get some compensation. We’ll, he called me today to let me know that getting just the motor wouldn’t work because you need the control box too. So, he was going to speak to his manager. He called me back and told me that his manager said they normally don’t sell the parts I needed separately but his manager asked I leave a good review on Trustpilot and he would sell me the motor and controller. He would cancel the order I just paid for the night before and create a new one with the motor and controller. Then I asked to verify that it was still going to be $400? That’s when he told me it was going to be $899! Are you kidding? You sold me the wrong part and you tried to bribe me, acting like you were doing me a favor if I leave a good review? My total order was $18,000 and between the delays that were poorly communicated, the web site that had a glitch that caused the wrong item to be sent to me, poor service on chat and I had to keep reaching out for information the least you can do is sent me the parts at the price for the order you created wrong. A company can have a decent product but if the service sucks the product does not matter.

Horrible customer service!!!!! Good luck if you have any problems with the build because YOU WILL NOT GET ANY SUPPORT FROM THIS COMPANY!

In the process of placing our order online for the Standard S3 pergola we called their customer service phone number a few times to get information about the accessories and also to understand why a coupon code didn't work. No real hold times, they explained things without sales pressure, and they always called back when they had check up on something (the coupon code) that took longer than minute. Ultimately they honored the code and we bought the pergola! This is just a review of the ordering experience, not the product itself, since we're waiting to receive it.

The product is well-made and presented accurately on the website. Delivery was professional, with the crew unloading the boxes into my garage as requested. Installation was, once one deciphers the picto-gram instructions, simple. It does require two people, and a powered screw driver really helps. I do recommend if you choose the LED lights you also get the electric motor for the roof slats. I went with the lights and the manual crank motor (thinking we'd rarely adjust the slats), but have found we tend to tinker with the slat direction during the day. Overall, a good product.

Melissa was off the charts, answering all questions and concerns.

We love our Pergolux Pergola. The build quality is fantastic. Assembly was straightforward, partially because of the quality of the manufacturing....everything just fit perfectly. Instructions were clear. It is a beautiful addition to our home and works perfectly. We have had many complements on the pergola. Cannot recommend this product and company enough. Customer service (EricL) was amazing when I inquired about a baseplate to cover the anchor bolts. Although the company does not offer one, he worked with me directly on a 3D printed design of his and after some trial and error, I am just thrilled with that result also. It blends perfectly with the pergola design and hides the concrete anchor bolts. That is customer service above and beyond!