Avit, was very helpful. She answered all my questions about my upcoming delivery. We are very much looking forward to getting and using your product. Thank you for your help Avit you did a super job.

I ordered and installed the Skydance S3 pergola. The first delivery carrier destroyed my pergola and the Pergolux customer service team responded and had a new pergola sent out. (It did push back my construction schedule but Pergolux had no control over the way the carrier handled the product). The instructions could be much clearer as they are very reminiscent of IKEA instructions. There was one bag of screws missing but I just went and bought the screws I needed because I couldn't wait for Pergolux to send me the missing bag. If the instructions were clearer and the pieces were labeled, it would have been much easier to install. The customer service team was amazing throughout the experience (Kristen and Daniel) replied quickly and got me satisfactory answers and resolutions. The only reason I didn't give a 5 Star rating was due to the instructions being subpar.

Overall the Skydance S3 model I purchased works well, just some confusion on how to assemble/attach the heater accessories as there instructions available are mainly for the older S2 models with no clear instruction on how to install on the newer models. Just says install heater in the gutter. When I called they told me to just used self tapping screws to gutter and it should hold, but could not tell me what size or length screws are ideal. I submitted for an update for this about 3 months ago, and have not heard anything back yet and they have not updated their videos showing the modified way to install the heater on their new Skydance S3 models. It’s like they forgot to make sure their accessories are compatible with the new models. They just sell you a new model and have the customer figure it out on their own.

I was given the information fast through chat. By phone it is difficult to have customer support respond.

A spectacular product backed by exceptional customer service. After we had a problem with the power box, the team worked tirelessly with us to find a solution. Their commitment to going above and beyond is remarkable.

I am sorry if this is to long, but I wanted to talk about my entire experience with Pergolux. We were looking for a Pergola and had looked at many different companies. We had some questions and decided to try and call the number on their contact page. It went straight to email, so I was going to try emailing them, but before I could do that, they called me back and answered all of my questions. We ended up ordering a 13 X 13 and had it stored for a couple of months with a delivery date of October 15th. It was delivered on October 14th. The company was great with keeping me informed of where my pergola was at and the delivery company was great. We were building a bigger deck for this, so we did have to wait to get that done before we could put it together.
Putting it together is where I would say they need work. The instructions were not very clear and we were watching videos and trying to read the directions but some steps were not easy to follow. I was not able to get the remote control to work for the motor, and then a day after it was put together, I found a video showing how to sink up the motor with the remote. (To late to do anything about that now.) We love the looks of out Pergolux Pergola and are looking forward to spending time under it. So all this to say they need to work on the instructions, but once it is up, you will love it. The instruction problem is why I had to give them a 4.

Thank you for your explanation. As mentioned in my original review, we’re pleased with the pergola’s overall look and design after installation, it truly elevates our outdoor space. However, that doesn’t change the fact that the entire process was far more stressful, delayed, and costly than it should have been for a product at this price point.

I want to clarify that I did not request a price adjustment until after discovering that the product was damaged. When I reviewed the timeline, I realized that the issue occurred within the original return window, and had I known about the defect earlier, I would have simply requested a return and full refund.

However, your care team manager informed me that there would still be return fees even though the product was defective, and directed me to the general return policy instead of offering a reasonable solution.

The initial offer of a $200 credit plus an outdoor tray felt dismissive of the time, effort, and additional labor expenses I had to cover because of the damaged parts and delayed replacement process. The tray, in particular, isn’t useful to me and would only take up space, it felt more like a symbolic gesture than a meaningful goodwill resolution.

For context, I first reached out on October 27, but despite follow-ups, the replacement parts weren’t shipped until November 3. That delay directly affected my installation schedule and resulted in additional labor costs that could have been avoided with more timely support.

I’d also like to suggest that Pergolux advise customers to fully inspect all components before scheduling third-party installation. Many customers, including myself, are not installers or technically skilled enough to detect hidden damage without professional help. Without that assistance, it’s unrealistic to expect every customer to identify manufacturing defects prior to installation.

Given the circumstances and the documented communication delays, I believe a more reasonable goodwill resolution is warranted. I genuinely wanted to recommend Pergolux to my neighbors and community, many of whom are actively considering similar installations, but after this experience and further research, I now find myself leaning toward brands like Hanso or Mirado, which appear to provide stronger post-sale support and easier installation experiences.

I sincerely hope Pergolux reconsiders its approach here and provides a resolution that aligns with the premium image and pricing of its product line. Doing so would go a long way toward restoring confidence and allowing me to speak positively about the brand.

Until then, I feel it’s important to share my experience with others who are considering investing in their backyard projects, across all social media platforms. Customers deserve to be fully aware of what to expect.

Kind regards,
Candi Shrestha

This is a great product. We transformed our outdoor space from a spot we rarely used to a daily use space.

Exceptional customer service

The quality of the pergola is amazing and rock solid. It's well designed and easy to put together.

I had the pleasure of speaking with Ayana today. I had a concern with my order. Ayana was extremely helpful and patient with me during the process. Ayana went extra steps to inquire about a question or two I had. She was very pleasant and professional and was able to assist me with my entire order. Thank you Ayana

A beautiful product that greatly enhanced our outdoor space. We get compliments on it all the time.

Assembly took two days due to poor instructions and mislabeled bags. The wireless features work but need a lot of polish. Some packing damage from the wearhouse also occurred which still hasn't been resolved.

We have the 16’x 13’ Sundream Pergola.

Overall the product is great, although we did have some trouble with certain aspects of the instructions and I also have ongoing trouble maintaining a reliable connection through the Matter enabled receiver. We are pretty heavy smart home app users with other devices in the home so I am perplexed what the issue is here. While a bit annoying, this hasn’t really been a problem as I’ve never felt the need to operate the louvers or lights via my phone. My father and I built the entire application including 48” hand dug concrete footings required by my town’s code. The footings were definitely the most difficult part of the installation but we managed to get it done! The fit and finish of the product is great, it is well manufactured and the pergola has an impressive high end appearance. We’ve received a lot of compliments and have been able to use our back yard a lot more now that we have a shady refuge.

We recently ordered two Pergolux Skydance Pergolas and are absolutely thrilled with both the product and the overall experience! The pergolas are exactly what we were hoping for—high quality and beautifully designed. Beyond the excellent product, we had the pleasure of working with Eric, who was incredibly helpful throughout the entire process, from initial design consultation to answering all of our questions. The shipping was seamless, and we are very happy customers. Highly recommend!

Great customer service

11/21 update: Updated rating to 4 stars. Pergolux connected with us and helped resolve all issues we experienced with obtaining structural documentation required for our project to move forward.

Special thanks to Stephen for acting as our champion and advocate to ensure success.

I have had a great customer service experiences with Pergolux! I ordered three pergolas in the summer for different places. So pleased with them that I decided to buy glass sliding doors to fit two of them. Had many phone conversations with Nick who was extremely helpful and patient! He Followed up with all my questions and concerns and was very polite. Needless to say I’m very happy with the product and the service 5 stars!🌟

Everthing about Pergolux great but they need to improve/correct manuals

Quality product and good delivery turnover.

I did not set it up yet. I will update the review after it is set up. Ordering and delivery was effortlessly. I’m storing it until the spring.