The Luxury PergolaReviews of theluxurypergola.com

Great product and great presales product design support. People there care. Product works perfectly the first time and there is plenty of support during assembly. The only minor complaint is that the company asks for feedback - I give it - They call with follow-up questions - To which I provide answers to - Then I don't hear from them. Then one day out of the blue someone calls. I just don't understand why you want the feedback if you can't close the loop. Just close the loop. Yes we received the input and we'll do something with it or not or I was wrong to give this feedback and clarify my mistake. This is a young company mistake - They have a great product, didn't see the demand for and can't organize and build for scale. I'm sure they will figure it out. I loved the family owned, USA marketing messages.

Patrick is so knowledgable it felt ai. he was very kind and great alt following up. Wouldn't have made the purchase without him.

The design and quality of the pergola was very good. Delivery was delayed one day due to the truck getting a late start. Our installer, Handyandyknoxville.com, had some ideas on improving the directions.

Serious quality and support issues – not acceptable for a $6,000+ product: Luxury Pergola was very responsive and helpful before the sale, which is why I trusted them again after purchasing a pergola from them previously. Unfortunately, the experience completely changed once a real issue occurred. I purchased a motorized shade (~$6,000+), and the installation revealed multiple serious problems: The installation video is incomplete and misleading. It does not explain how the shade engages with the zipper tracks or warn about critical failure modes during programming. During setup, the roller retracted incorrectly and got stuck inside the cassette, making the system unusable. The front/top aluminum L-bracket trim was not secured (no screws provided, despite visible screw holes) and fell down during installation. This is a clear safety risk. Missing hardware: only 7 screws were provided when 8 were required. Incorrect specifications: Tracks were ~20 inches longer than ordered Shade height was not adjusted for parapet installation Weight was significantly misrepresented (~120 lbs quoted vs ~225 lbs actual), causing major logistical issues Electrical cable location did not match what was advertised and raises concerns about water exposure The most disappointing part: support disappeared once the problem occurred. Calls and messages have gone unanswered for days, and I was redirected to the manufacturer instead of being supported by the company I purchased from. For a product at this price point, this level of quality control, documentation, and customer support is simply not acceptable. I would strongly recommend that future buyers carefully consider these risks, especially if installation conditions are not standard.

Great and quality product. No regrets but DEFINITELY need an expert or contractor to assemble. Should not be advertised with the impression than it’s easy to assemble.

Privacy screen on the pool cage is a game changer I didn't want the neighbors seeing me float around all afternoon hahaha install was clean and they were clean to deal with

We are very pleased with our new pergola which replaced our old wooden one which was 20 years old. The build quality is amazing and nothing is going to shift this pergola. Even when we only had two posts and a beam up, it was able to stand up on it's own. From the start, Patrick provided guidance and answers to help decide which size to order so as to fit onto the existing concrete slab. Delivery was seamless and we were really impressed with weight and sturdiness of all the parts. When we found that one of the rainguards was missing (we needed two for our size) Patrick arranged for it to be sent by UPS and it arrived in three days. We mostly built the pergola with just two persons and needed an additional person to lift the main 15" beam and 9" side beams due to the weight and height. Otherwise, if you follow the instructions in the manual AND the video, you cannot go wrong. I think I probably watched the video at least 20 times to make sure I did exactly the right thing at each stage of the project. The biggest advice I could give is to make sure the distances between the posts are exactly right at the very beginning. This advice was given in the video and it's a critical piece. That was also my biggest worry - that I would find the beams or louvres not fit in properly when it came to install them. As it turned out, everything fit perfectly after that including the crown molding. My only feedback to the team at the Luxury Pergola would be to add more details and make the diagrams in the manual clearer. It would have been a challenge to build it without the video. This is an well designed quality product ,made in the USA and with excellent customer support. I hope you guys continue to be successful.

Mark was polite and extremely helpful with the design process.