PERGOLUX USAReviews of pergoluxshop.com

Great experience with this company! Very satisfied with our purchase and support

My experience with the Pergola product and service could not have been better. The pergola we purchased is of extremely high quality. All components were well made and ample fasteners were provided. There are complexities in the assembly. A few written explanations and tricks of the trade would be helpful, especially in the placement of the last few louvers. Every Chat and every direct Customer Service interface was top notch, professional, and very helpful. Every question was answered either immediately or within a short time. I am very pleased with our decision to purchase a Pergolux product. We can't wait to show it off to friends and family, or anyone who would like to see it. Clif Perryman

Our golden retriever now spends all day lounging under the pergola instead of digging holes in my flower beds lol.

My email correspondence with Pergolux customer service has been nothing but exceptional! The company is all-around perfect. The product is meticulously designed and manufactured. Seriously, I love well machined and engineered products. Consider Pergolux the Rolex of the pergola manufacturers. Installation is a little challenging, but that's simply because Rome wasn't built in a day.

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!

Overall a great experience. Customer service has been great and very responsive. Product is excellent. Not leaving 5 stars bc they sent the wrong screen size but they were quick to resolve the issue and get the right ones sent out!

I purchased a 16' x 13' PERGOLUX Sundream S3 Pergola with a side screen. The unit came in 9 huge boxes. Everything was packaged extremely well and there was no damage at all. I had to print out the assembly manual as it was not included in the boxes. (It was too hard to follow on my phone electronically). I followed the instructions to assemble and it went together pretty well. The quality and fit and finish is outstanding. The assembly was a little tricky but their videos were a huge help. I had to work with their tech support a few times but they were very helpful. (wait times on hold were sometimes a little long). The Bluetooth feature to control the Pergola is a nice feature. I had an issue with the control box and they sent me a new one which works as it should. The unit is supposed to work with Amazon Alexa but that part is not working. They said they are working on a software fix to correct it and I hope they update it soon as this was one of the main reasons I purchased it. I did have a couple customer service issues, but they did work it out and I am happy with my purchase with them. The completed unit looks gorgeous on my deck.

Had a great experience from start to finish. Was easy to order and got great customer support along the way. My contractors had no issues assembling and installing. The only comments I would have is the website defaults back to the color “Anthracite” so be careful to order the right color. And the units are made in Vietnam, which is great, but that info is not readily available on the site. I would have purchased quicker if I had known that! All in all, highly recommend this product and company.