PERGOLUX USA — Local services in Waterbury

This is a review about Pergolux Customer Service. I will write a separate review re: the product once I receive it, however, I have been so impressed by the customer service during the ordering process that I felt compelled to write a separate review.

I have been researching louvered pergolas for our backyard for over 6 months. Like most, I initially obtained reviews for landscaper and national brand (eg, Struxure) installed models and was stunned by the sticker shock. I then began researching self-installed brands such as Hanso Home, Luxury Pergola, Bon Pergola, Purple Leaf, and Pergolux as well as the cheaper models sold through Costco, Wayfair, etc. After accounting for all factors including quality, available sizes, cost, value, ease of installation, availability and features, I finally decided on the Pergolux Pergola (their non-automated version of louvered pergola) as the best combination of quality and value.

Throughout the process, I reached out to Pergolux customer service on several occasions (via their Chat feature, which is available 8a to 10p daily), and was consistently impressed with the prompt access and the detailed, accurate information the US-based agents provided (I believe their call center is in Connecticut). Their reps really know their products well. They answered all my questions and I felt comfortable with proceeding with Pergolux. Even better, I was able to purchase during their Black Friday sale.

The 13x13 ft pergola comes in both wall-mounted and free standing versions. I originally ordered the wall mounted version. I finally received the shipment 2 weeks ago. It arrived in 4 large, well-packaged long boxes. As I began unboxing and planning installation, I soon realized that my type of roof fascia that I had hope to mount to was not suitable to safely mount.

I reached out to Pergolux and spoke with Melissa. From the start, she reassured me that Pergolux would work with me to get me the right product. initially, she provided more technical specs and installation information. Once we confirmed that the wall mount would not work, she again assured me that they would ship me a new freestanding pergola to replace the wall mounted one, with free shipping. Of course, I would need to ship back the original pergola, which at nearly 1000lbs, is a not cheap. Melissa worked with me to reach a fair agreement to cover the cost of return shipping, made all the arrangements with her freight company to pick it up, and handled all the details to update my order.

I was initially very leery to make such a large purchase with an online company that I knew little about, but my experience of Pergolux so far has been amazing and has exceeded all...

Edit: adding order number for pergolux, even though we’ve already been in contact with customer service. US5485

We purchased the Sun dream about a month ago and have had very annoying issues on a product that cost 15k. Our first issue came with delivery, we didn’t receive the wood slats for shade that we purchased as an add on cost. Had to contact pergolux when we realized the slats were missing- the shipping manifest that we were told to look over closely was correct and had all the boxes listed delivered. BUT We got a copy from the company later and lo and behold the wood slats were written in on their shipping manifest, handwriting which wasn’t on ours.

Okay, stuff happens, so we start to assemble to main pergola, which was fine, no issues there. We get the wood slats finally and are confused, they aren’t stained - fine we may have missed that info and we decided to just stain them and put in the work ourselves, annoying for the cost, but on we go. As we start assembling the slats though we were so disappointed as most of the wood was warped, crappy pieces of wood that were difficult to screw into place because of the warping. So we paid a lot of money for cheap unstained wood. FYI the wood went straight from the delivery truck into our garage, it was not out in the elements.

Then upon trying to assemble AGAIN, we realized the snap fits for the extra screen we ordered were also missing. Reached out to pergolux last week again and were told they would be sent, haven’t heard word since. Even with all of these issues and failed full assembly attempts (lost time and money everywhere) they are unwilling to give us any sort of refund for the troubles, but very kindly offered that we could return the pergola to get a refund- the almost fully assembled pergola.

The actual pergola seems nice, but this has been a huge hassle. Would recommend others getting a less expensive brand because I can’t wrap my mind around having all this frustration over a high price point product. These all seem to have been human error with packing and things being missing, beyond the crappy wood. We are so annoyed with this month long assembly and all the failed attempts because of their mistakes in not sending what we ordered and sending defective wood. Added a picture of a couple of the wood slats, imagine trying to get these to screw in straight in a row without the wood looking weird...

I originally planned to install one pergola in my backyard and potentially add a second later. But after going through my selection process and interacting with the Pergolux team, I ended up purchasing both upfront (Sundream S3 10x16 and 10x19).

Living in Massachusetts, durability was non-negotiable. Wind and snow ratings eliminated a lot of options early. Aluminum construction was a must, and Pergolux made the short list based on technical specs.

To narrow things further, I relied heavily on a mix of review platforms and insights from ChatGPT, which helped me analyze Reddit threads, technical comparisons, after-sales experiences, and patterns of customer complaints. Pergolux stayed in the top tier.

Pricing was another factor. Around Memorial Day, several brands offered solid promotions. One was priced too high without clear added value, so it dropped off quickly. Among the remaining, Pergolux offered a compelling balance of features and cost.

This led me to reach out to their team directly. I chatted with Audrey, who stood out for her clarity and responsiveness. She patiently answered detailed questions, shared diagrams and videos, and didn’t give generic responses. When questions became more site-specific, she recommended scheduling a video consultation instead of guessing—something I appreciated.

The consult with Melissa made a difference. We walked through my setup live from my backyard. She helped me sort out remaining concerns and suggested a $100 deposit to lock in the discount while I finalized things like town approvals and contractor input. That flexibility helped move the project forward without pressure. Plus the fact that I reached out to her few times with more questions, and she was always reachable and prompt in getting back to me, whether dropping her an email or leaving her a message with the chat or call center team.

When I later considered doing both pergolas in parallel, I reached back out, again. Melissa was quick to respond and worked out a fair additional discount for the two orders plus add-ons. Her support throughout was knowledgeable, no-pressure, and efficient. It was a win-win indeed.

I haven’t received the shipments yet, so I’ll update this review with delivery and installation feedback once everything is in place. But so far, the experience—from product research to customer service—has been a...