PERGOLUX USAReviews of pergoluxshop.com

Waterbury, Connecticut

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The Fair Hearing score

4.5/ 5

Excellent

612 reviews

PERGOLUX USA4.5Excellent

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Honesty, pricing, process and quality scores appear once 5 customers have rated them.

About PERGOLUX USA

Glad you found us! Our goal at PERGOLUX is to turn our customer's outdoor living dreams in reality. We focus on delivering a high level of customer service and a high quality product that can be enjoyed for years! Our proprietary Scandinavian designed pergola can be easily assembled at home and we are excited to have 15,000+ happy customers worldwide! Not Your Average Pergola CompanyAt PERGOLUX we love to do things a little differently. By offering personal customer service, Scandinavian design, and quick delivery, we will lead the outdoor living industry and turn thousands of outdoor dreams into reality. Focus on Customer ServiceWe understand that it can be challenging to shop online, especially when you feel uncertain about the product’s reliability. This is why we are available every day, from 8am-10pm EST. Our skilled consultants have extensive product knowledge, so you can receive the help you need! Exclusive Products at an Inclusive PriceAs a Norwegian company, we focus on delivering high-quality products that fit all budgets. With over 10 years of experience in the industry, we have developed an exclusive product that doesn’t cost an arm and a leg. Easy AssemblyOur focus is on creating products that are easy to assemble at home. By simplifying the mounting process and offering clear instructions, our customers can easily install the PERGOLUX products regardless of their handyman abilities.

PERGOLUX USA (pergoluxshop.com) has 612 customer reviews on The Fair Hearing, with an average rating of 4.5 out of 5.

Also known as: pergoluxshop.com
Website: pergoluxshop.com
Category: Nature & Environment
Location: Waterbury, Connecticut
Listed on The Fair Hearing: 2026

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Jul 6, 2026

Awful customer service, nice product

First of all, we love our pergola, it was well used over the recent holiday. The reason we did not give a five star review was the customer service. We ordered a 10x16 with screens in three sides. The 16’ side did not come with the installation kit. We called to get one sent to us and instead of saying we are sorry for the error and we will ship one immediately, we had to go through a whole claims process including pictures of the screen, shipping labels, explanations. A week later we still have not had our claim processed because it slipped through the cracks. And again, a week later they are still asking for more pictures of shipping labels even though the in original claim I told them all boxes have been removed from site and more pictures of the screen. In total, the amount of missing product is probably less then three dollars, nothing was damaged and needing replaced, and yet they are still making us go through this whole ordeal. How completely unprofessional when thousands and thousands of dollars have been spent on this pergola. Now we will have to pay the installer more money to come back to finish the job. The product is beautiful and our guests loved it, but can I recommend it to someone else after this? I guess that will remain to be seen. UPDATE: after not receiving an installation packet, or hearing back, I had to call them back and spent over ONE HOUR on hold waiting for someone with authority to fix our problem because I refuse to hang up and threatened to keep calling back all day long. He said this is not a product that they just have extra laying around in the warehouse so they would take one from another screen box and send it. Hmmmm now I know how we ended up getting a screen with no installation package. One week later, we did indeed receive an installation packet, WITH A WHOLE NEW 16’ SCREEN. How moronic can this company be? Ok, so now we have the parts to hang our screen, but now what do we do with a whole extra screen!!!! Are you really telling me, you don’t have ANY EXTRA installation packages laying around ANYWHERE!! My star rating will not change. All we wanted was to be able to hang our screen, now we have to figure out what the heck to do with an extra 16’ screen that has no way to hang and will take up space we don’t have to store it or pay to dispose of it.

By Heidi H.

Response from PERGOLUX USA· Jul 7, 2026

Hi Heidi, Thank you for sharing your feedback. We’re glad to hear you love your pergola and that it has been a great addition to your backyard. We’re sorry, though, that your experience with the missing installation kit and the follow-up process was frustrating. We understand how disappointing it is to have a small missing item hold up the completion of your project. While there are steps we need to follow when reviewing claims, we also want to make sure the process is as smooth as possible for our customers. We are currently looking into what happened with your claim and will work to better understand where we can improve. We appreciate you bringing this to our attention and giving us the opportunity to make the experience better. - The PERGOLUX Team