I ordered a 3 x 5 S3 pergola. Sadly 2 of the 13 boxes were missing from my delivery. It took many hours of chasing both the delivery company and even more hours wasted listening to the Pergolux customer service hold music to get it resolved. Replacement parts were sent once they established they were lost and then those were also lost only to be delivered a day after they lost them. 2 weeks later and hours wasted, all the correct boxes got delivered. The Easter weekend that I had originally planned to build it had long passed. No significant apology and no token compensation. In a world of competitive products, they must do more to improve their customer service. Especially considering the premium cost over their rivals. On the positive side, the product itself seems first class.

I have since received a response from the customer service team. Much happier now. Thank you

Amazing product, quality, service and aftercare. The pergolas are easy to assemble and great quality.

Honestly, the most professional and knowledgeable company I have ever come across. They are so patient and knowledgeable and swift to act on any request, be it via email, telephone or live chat! Even the chat has a human being on the other end! Many companies can learn from Pergolux! My husband and I continue to sing their praises to all friends and family! They will not disappoint !

They sent me all the info i needed repeatedly. They were helpful and always answered the phone; rare these days! Even with technical questions their support responded swiftly. Their approach was flexible and the team tried everything to be efficient. i highly recommend their services.

I recently bought a custom sized Pergolux pergola for my patio and I am thoroughly delighted with it. It is clearly made from high quality materials and fits and looks great in my space.

We have had many positive comments from friends and family. We are glad we went with the heater as it really opens up the space for use year round - perfect for Christmas barbecuing!

The process for purchasing from Pergolux was good, I always felt very supported by customer services with my questions as I tailored size and options - including being given a virtual tour of the showroom. I was also glad I went with the Pergolux installation option rather than other options. They were cheaper, the two guys were very professional, worked fast and were polite.

Overall, we went with Pergolux due to the flexibility of the custom sizing option (I didn’t see this elsewhere) as well as the service received - and I am delighted with the quality and the look of my new pergola.

We now have fully installed 2 x Sundream S3's (free standing and wall-mounted) by their recommended installer. The final piece was completed yesterday and both are now connected to an electrical supply. The experience with the Pergolux team has been brilliant from day one, especially the aftersales team. Whenever I've had a question or query, they are always responsive and happy to help and advise me. Highly recommended.

We purchased a Freestanding 3x4m Pergola 26/02/23. After hours of research, and comparing offerings with numerous other companies, we decided pergolux would be the best fit for practicality, looks and durability. This was professionally installed in June 2023, and we were delighted with the results.

On Friday 24th January 2025, we noticed that the Pergolux was shaking in the bad winds. We immediately called the professionals we used to do our garden renovation to explain our concerns. They promptly came out to assess the structure. This structure basically ripped apart in the bad winds and had to be dismantled, the wind had caused severe damage to the pergola.

Pergolux insisted that the pergola was not installed properly despite the company we used providing videos and photos showing that this was. Pergolux did offer us a replacement at cost price which at the time thought was a good offer. After looking at alternatives we decided to take Pergolux up on this offer, only after we received written confirmation that these structures would be able to withstand future bad weather. This was then professionally installed.

Fast forward to April 2026 and we seem to be in the same position as we were just over a year previously. The structure although still standing, is looking damaged at the bottom of the legs and shaking wildly in the wind. The bolts are still completely secured into the ground. Pergolux responded and accepted there was a fault with the series one pergola that was installed and are sending out a replacement series 3 edition and have assured me that these designs are better. They are also paying half of the installation arranged by them. Hopefully there are no more issues.

Would highly recommend, excellent service received from placing order to installation. Worth paying extra for installation, the guys completed it quickly and without fuss.

Hi,
I can’t thank Pergolux enough — their aftercare service has been second to none. We had a component fail on our S3, and they handled the issue quickly and without any fuss.
I can highly recommend their products; they look great and perform well. What’s even better, though, is their outstanding aftercare!
Well done.

Amazing sales team, very helpful and informative. Opted for the installation package too. Received delivery updates and information for installation availability with time updates. The installation team were brilliant - a credit to the company - and took away all packaging. The Pergolux version is far superior to others previously seen and has added a new “room” to the home. Highly recommended.

Regarding install…FANTASTIC job by the guys today, super professional and friendly at same time

Answered all questions, great communication throughout build

10/10….would recommend 😂👍

Product is amazing and the customer service is second to none. Solved any problem we had with expert advice straight away and replaced a couple of parts straight away.

I am the proud owner of two 3 x 3 pergolas, one is free standing in the front garden and the other is wall mounted in the back garden. Purchase and delivery at point of sale was seamless. I recently had a warranty issue with by S2 manual opening motor and contacted customer services; Emmett immediately responded and sent me a replacement immediately by Fedex. Great Service Thank You!!

Really happy with our Pergolux pergola with the side screens. The build quality feels solid, and the screens make a big difference for privacy and blocking wind. It’s turned our garden into a space we can use much more often. Installation took a bit of time, but the end result was worth it. Would definitely recommend.

A job well done by the team clean tidy courteous very pleasant and excellent job thanks lads.

The product is of exceptional quality and gives great confidence in its build quality. Once up our wall mounted S3 looks the nutts.
However the instructions video is poor. ( a youtube vid ) my advice is to add chapters. The amount of time we had to watch the same part over and over again was insane. Im sure Mel is loverly but that name now sends shivers down my spine.
It took 3 of use 7 hours to fit. Not because we are stupid but its one of those things where the vid doesn't make sense then suddenly your are like " ohhh ok it means that way"
Once all up the motor was bending the louves. I had to Google motor not working. To then find a simple fix vid ( should really be included in the original vid.) Once I had watched thaf the 2cm adjustments and re setting the motor mount ment I was cooking with gas finally.
Overall great product ( only 1 week into it mind you )
Customer service was great on ordering side,including replacing the 4m screen thats was sent as grey not white. ( kinda our fault ordered a grey then quickly called up to chnage it to white)

Let's see what the future brings and how the customer service is while its in its 10yr guarantee... time will tell.

Initial contact was Ok but my showroom visit was really informative, delivered by a wonderful Egyptian man. The quality of the product was clear. The sales contact was polite but not everyone was professional as I would have liked. The product delivery was very good but early advice on construction was hit and miss. Once I obtained the videos supplied by a brilliantly helpful Emmett construction became clear. Sales persons are not all well informed on product detail. The service people are just brilliant. The quality of almost every part of the product is excellent. I am delighted with it and would recommend it without question.

We ordered a 4x3m wall mounted pergola, with side screens. Everything arrived on time by a very efficient delivery team who were very friendly and helpful. The pergola is lovely and very high quality. We can't wait to use it when the weather eventually gets better. Everything was first class from ordering to delivery. We would highly recommend this company.

We originally purchased our 6 x 4m Skydance pergola in June 2023 and we have been very pleased with it since then. We recently purchased a pair of 4m side screens to provide shade and privacy and the results were immediate. We have just completed our Pergolux journey with the addition of the 6m frameless glass wall. What a transformation! The pergola structure has become an extra room to our property, one that can be used all year round. We have had comments - or should I say compliments - from neighbours and visitors alike since it was installed.

We recently specified the sundream on one of our projects.

Our client is over the moon, the pergola and sliding glass doors were simple to install and seem of great quality.

There was a slight delay with the glass doors but this was swiftly rectified by Emmett and the customer service team.

We would happily specify Pergolux products on future projects.

Thanks
Frank
FT Landscapes