Serious quality and support issues
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.
By cagatay T.