PERGOLUX USAReviews of pergoluxshop.com

Lead times on the website are incorrect. Was notified circa 2 weeks after order and payment that item was not in stock. Then that the item would arrive sometime in June 24, 4 to 8 weeks after order delivery committed. Then dealing with customer service on a refund is an ongoing topic. After 2 days of waiting now need to escalate to the credit card company to chase the 10k$.

(1) Instructions are confusing; (2) did not ship all parts; (3) customer service chat is frustrating; (4) follow up shipment was still wrong (still missing parts); (5) customer service won't acknowledge emails. I will say, the first time I complained I received a call and resolution to my problem immediately and felt much better about the experience. But when the "correction shipment" arrived, it still didn't contain all the right parts. You don't know immediately whether you have all the pieces (the instructions label parts differently than the labels on the parts) and because of size, you can't exactly set things aside or return anything (I started the project of assembly two weeks ago, and this week found out I still can't finish the installation). My garage is unusable while it houses boxes of slats that can't yet be installed... And I'm still waiting for acknowledgement of my emails. (First round, they didn't send the cables, lights, and motor; second round, they didn't send the remote and cable that controls the motor plus also still haven't seen replacement of wrong color parts.) Be ready to have your patience tested. UPDATE 2 weeks later, received missing parts and still got the wrong controller! Connections are different and I'm mid installation but can't finish / can't start putting slats up until controller is in place. This has been a horrific experience. I've paid someone to help install and have had to send him home mid installation 4 times now. And I still can't use my garage. The pergola material looks beautiful and hopefully I'll be happy once it's complete (if I ever get all the correct pieces) but starting to regret not purchasing a pergola locally. They say you get what you pay for, and right now I'm paying a lot for labor that can't complete a job due to a company that has a supply chain / fulfillment issue.