PERGOLUX USAReviews of pergoluxshop.com

very good customer service quote agent. Unfortunately their specs don't work for me.

High quality product. My contractor (who I had install it for me) said it was obvious they didn't skimp on quality when designing & making this product.

We purchased a 13x13 Skydance S2 and have questioned our confidence in the product a few times. We received a faulty power cable that was discovered after complete assembly. The design and routing does not make replacing the cable an easy process. The original and replacement both had to be cut to remove and replace. Now, instead of a factory sealed plug, there is a weathertight plug that doesn't look as clean. The instructions on the app didnt always reflect our installation. But a search online would show different instructions that better fit our parts. For instance, the privacy shades show friction fit channels that are to be preattached to the shade for installation. You'll need 4 people to do it that way. It's heavy and cumbersome. The shade should be loosely attached first to the beam, then the channels. There are a few fit and finish issues. We were having difficulty with a rain gutter not sliding into place. Upon further inspection, the powder coating was much thicker than the others and needed to be sanded down. A few weeks after installation, a light cover fell off one of the shutters. Many attempts were made to snap it back on but would just pop off. Not until we carefully removed some of the coating in the light channel would the cover stay on, but even now, we believe it's just a matter of time for it to pop out again. The “free” heater arrived non operational but was quickly sent a replacement. We also ordered the wood slat kit. This would be the lowest of our satisfaction but we were able to make the most of it. First, the kit is advertised to include Stainless Steel hardware. It includes beige coated screws. (maybe they figured out SS and aluminum aren't a good combo). The framing wood is pressure treated green and splits easily. Not the nice cedar color boards you see in the promo photography. Additionally, the boards came in all sorts of quality. Some questionable and chipped or ugly. Almost all had some type of shoe print or dirt and were poorly drilled (majority off center). Fortunately, we could salvage what was sent by sanding the imperfections off, flipping the boards and drilling our own holes. Lastly, one of our shutters arrived gouged and dented. this was not the fault of Pergolux. We had not noticed the damage as it was on the bottom of the box and our last piece. However, their solution was to send paint and a $200 refund. After showing in detail this was not a simple sand and paint, but possibly filler, they raised the refund offer to $500. I insisted on a replacement and they agreed. Daniel, the CS rep at Pergolux USA, has been a great help through all the issues. He gets 5 stars. The final product looks great and friends have complimented it.

Answered all of my questions and helped me process the order.

Avit Vazquez was great customer service asnswering many questions in details.

The installers Daniel and his partner, came today and took the pile of components and created a masterpiece. Despite the miserable weather they forged ahead and did a solid assembly. In light of a missing cable they’ll be back to finish the project but everything looks great and we can’t wait to use our new pergola when the weather clears.

Avit Vazquez was very helpful. She kept trying to find the answer to my question until she was able to tell me exactly what I was looking for. Great Job Avit!!!

What great customer service!! When we ordered the heater was not showing as an option to add to our order. When I looked back at our order confirmation there was an option to add the heater. When I chatted with Ayana and the team, they went way above what they had to do to take care of getting a heater added to my order. Looking forward to getting my delivery and setting it all up!