Hansø Home (hansohome.com) has a 4.3 out of 5 rating on OK.one, based on 62 user reviews collected here. It is listed under Construction & Manufacturing and its reputation is good. 82% of reviews are 4 stars or higher and 11% are 1 star; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
I appreciate the patience of James while I decided to purchase a pergola. I look forward to receiving this and having it installed.
We really appreciate this - James is all about making the process feel easy and pressure‑free, and we're glad he could do that for you. We can't wait for you to receive your pergola and see it in your space!
Craig was incredibly helpful throughout the ordering process. He was accommodating on payments options as well as helping my customer get the best the best price possible. I really appreciate his diligence in this process!
Thank you - Craig will be so happy to hear this. He truly cares about making the process smooth and fair for everyone involved, and we're glad it showed. We appreciate you and your customer trusting us with the project!
I was ready to buy and contacting Hanso Home by phone resulted in some discounts / extras that I would have not gotten. That personal contact enabled me to be even more sure we were making the correct decision.
Thank you - that's exactly why we love talking to our customers directly. Sometimes the best deals and the right advice come from a real conversation. We're so glad you called and that it helped you feel confident in your decision. Welcome to the Hanso family!
Thank you - that's exactly what we aim for. Glad it was easy!
I submitted a question online three times and never received a response. The fourth time I tried the chat. After waiting for a response for 20 minutes, it closed due to the close of business hours. From that chat I finally got an email response as a follow up. When I asked my question again, which was if it would be possible to pick up my pergola at the warehouse to save the shipping charge, the person could not answer the question. They did get the question sent to a sales manager, who didn't initially answer the question, but after exchanging a few question, I finally got the "no" answer I fully expected at this point. So responsiveness and communication was not good. I also highly recommend that Hans0 add an option for customer pickup. [Update] Received a direct response within a few hours of posting the initial review. The response was professional and shows that Hans0 is taking my comments seriously. Although I believe I was diligent in looking for a response, it is uncertain where the communication breakdown occurred. I also need to mention that even though warehouse pickup was not an option, Hans0 provided a discount to offset the shipping costs and I did in fact end up placing an order for a pergola.
Dear Steve, Thank you for your honest feedback. I completely understand your frustration with the responsiveness and communication issues you encountered. You're right that three unanswered submissions and a chat that timed out are not acceptable. That's something we're actively looking into to ensure it doesn't happen again. Regarding the pickup question - at the time you asked, we were shipping from third‑party warehouses under contracted freight rates, and releasing product at the dock would have broken those agreements. That said, your feedback is part of why we've since moved to our own logistics operation in Memphis, and customer pickup is something we're working toward making available in the future. I also want to acknowledge that while the answer to your pickup request was "no," we did waive the shipping charge on your order - so you weren't billed for freight. I hope that helps clarify the situation. If there's anything still unresolved with your pergola order itself, please don't hesitate to reach out directly. We're here and we want to make this right. Best regards, Martina, Brand Reputation Manager Hanso Home Inc
I ordered a pergola from Hanso. Like six months ago, gave them measurements pictures the house platt etc.,they assured me their PERGOLA would be able to be attach to my house. Not only did it take five months to receive the PERGOLA which was Paid in full .another few weeks for the installers to install it, they were very nice , professional and honest and told me honestly this pergola would not work on my house. I immediately contacted Hanso to return this PERGOLA for a full refund according to their return policy. Not our fault! We made every effort to take care of these boxes while in our possession and have given Hanso a lot of our time and patience waiting for our money to be refunded , since it wasn’t our fault their PERGOLA would not work on our house especiallyafter their technician said it would! So We stored the unopened boxes in our garage to keep them out of the weather , safe and secure until Hanso pick them up, which was another nightmare . So now Hando claims two boxes were damaged.. which leads me to believe that the two boxes they say were damaged were damaged at the factory or during the time they were shipped to our house because they were never opened! This is so unbelievable !!! a true nightmare ! The return policy is horrible .. lack of communication is horrible. They will lead you on and on week after week month after month. Make up every excuse to keep your money or part of your money when it wasn’t even your fault! trying to get a refund is a sad adventure for us! Boxes never opened except for one which installers opened and packed up very neat. Handso has prolonged this every which way they can and used every excuse! So sad this company treats people the way they do! Handso says two boxes are damaged. If the boxes were not opened, they must’ve been damaged at the factory or when I receive them and now I sit here waiting for my refund, which is a lot of money to us. Hanso still has not refunded all of my money! and here we wait again for another week or month for them to decide.. ! It’s hard to believe two damaged boxes never opened all of a sudden are damaged and they say it wasn’t the shippers.. it’s apparent that the items damaged were damaged while being shipped to our home or at the factory being packed!! So unfair! So Again I sit and wait!! 113586968 Ticket
Dear Rebecca, Thank you for sharing your experience - I hear you, and I completely understand why you feel the way you do. This has been such long process, and I'm sorry for the time and patience you've had to give. I want you to know that your case has already been escalated to our management and installation teams. They have been actively reviewing it for some time now, and we are doing everything we can to get to the bottom of the situation and find a fair resolution for you. We take your concerns seriously, especially regarding the condition of the boxes and the refund process. Please know that we are committed to working through this with you and will continue to do everything in our power to resolve it. We appreciate your honesty, and we will stay in touch with you directly, till we reach the best resolution. Best regards, Martina, Brand Reputation Manager Hanso Home
The person that I that was extremely helpful. He really made me feel good about the product.
Thank you for your review! We're so glad our team member made you feel confident about your purchase. That means a lot to us. If there's anything we could have done to earn that 5th star, we'd love to hear it. We're always looking to improve.
Great responsiveness and follow up which is what made the sale-as well as a great product.
We really appreciate that, and we're glad it made a difference for you. Pair that with a product you love, and that's the experience we hope for every time. Thank you for choosing us.
Don't compare this to a cheap mass-market costco pergolas I’m leaving this review because Hanso reached out asking for my genuine feedback, and honestly, I’m happy to support them. I read some complaints about the price, but people need to realize this isn't a mass-market costco or mirador pergola. Do yourself a favor: look at the instruction manuals of other brands and check the total product weight. Hanso uses basically three times more aluminum. The structure matters most, and this thing is built like a tank. From my initial phone order to the delivery and their installation service, everything went perfectly smooth.
Thank you - this means more than you know. You're exactly right: the structure is what makes the difference, and we're so glad you see the value in what we build. It's not about being the cheapest option - it's about being the right one. Thank you for taking the time to share your honest experience - and for trusting us with your outdoor space.
We bought the manual 10' x 10' pergola for our deck 3 years ago and we love it! Our deck gets full sun all day and we would never use it but now we are out there constantly. We just ordered a screen for the south side. We should have bought that initially. Hanso has always been great about answering our questions.
Thank you - this is exactly what we love to hear. A full‑sun deck turned into a favorite spot? That's the goal. And hey, sometimes the screen is the missing piece - we're glad you're adding it now. It means a lot that you've trusted us for three years and counting. We're always here when you have questions.
★★★★★ Great experience so far with Hanso I just completed the purchase process for a Hanso Horizon Smart pergola, and the customer service has been outstanding so far. My representative, John Paul, has been extremely professional and responsive throughout — answering every question thoroughly and even providing additional resources so I could do my own due diligence before committing. That level of detail and support gave me real confidence in the decision. One of my biggest concerns going in was fulfillment time and delivery based on prior reviews, and so I’m hopeful I’ll be able to update this review soon thanking Hanso for a successful and on-time (early would be even better!) delivery to match the sales experience. So far, though, five stars — John Paul made the process easy.
Thank you for taking the time to share this. We're so glad John Paul was able to guide you through the process with honesty and care. We know that delivery timelines can be a concern, and we're committed to doing everything we can to get your Horizon to you as soon as possible. We're hopeful that your full experience will match the high standard you've already seen.
I spent about a half hour today on the phone with John from Hans0. He was full of information and gave me ideas about exactly how our pergola should be set up. Although I’m disappointed that it’s going to take 10 to 14 weeks to get it, just in time for fall to arrive. I’m still sure we will be able to use it even in the northeast area.
Thank you - John really knows his stuff, and we're so glad he could help you map out the perfect setup. We completely understand the disappointment about the wait - fall in the northeast can be beautiful, and we're confident you'll still get plenty of use out of it. We'll do our best to get your pergola to you as quickly as possible!
When e-mailing questions or concerns, they get right back to me. Call them, I get a live person to talk to that actually answers the phone. Polite, courteous, and professional interactions.
Thank you for your wonderful feedback! It's great to hear that our team has been responsive and easy to reach, whether by email or phone. Providing polite, courteous, and professional support is something we take pride in, and we're so glad that came through in your experience with us.
Ray, was totally informed & able to answer all questions. Very Helpful
Great to hear that Ray was so well-informed and helpful! It means a lot to us that you took the time to share this – we'll make sure he gets the recognition he deserves.
Stan and his team were thorough, cared for my home, and were diligent in getting the job done! Kyle from Hanso was also very helpful and diligent in his responses and coordination. Highly recommend. Thank you!
We're really happy to hear that Stan and his team were so thorough and respectful of your home throughout the installation. It's also great to know that Kyle was able to support you with clear communication and follow-through – we'll be sure to pass along your appreciation to both of them. Thank you for taking the time to share your experience and for recommending us. It truly means a lot to the entire team. Wishing you all the best with your new pergola – and don't hesitate to reach out if you ever need anything!
Installation went very well. Installer was professional, very thorough and explained his work and operation of the Pergola well. An overall good installation experience.
We're so glad to hear that the installation went smoothly and that our installer was professional, thorough, and took the time to walk you through the operation of your new pergola. That's exactly the kind of experience we strive to provide. If you ever have any questions as you start enjoying your pergola, don't hesitate to reach out – we're always here to help.
The info I read and the on line sales people made it very easy to make the right choices.
Thank you so much for your kind words - we're really glad to hear that! It means a lot to know that the information you found and the support from our sales team made it easy for you to make the right choices. If you ever need anything in the future, we're just a message away.
We LOVE our pergola! We had an unusable deck due to unrelenting sun and needed to find a way to enjoy our backyard. We investigated for years, and settled on Hanso. We needed a sturdy attractive solution. Hanso had it all. They helped us with our many questions. We installed the house mount 13 x 19 option with sun screen and heaters. We are out there just about every day!
Wow – thank you so much for sharing this! We're absolutely thrilled to hear that your Hanso pergola turned an unusable deck into a space you now enjoy every single day. That's exactly what we hope for – helping people fall back in love with their outdoor spaces. It's great to know that our team was able to support you through your questions and that it turned out to be the perfect fit for your needs.
The Hanso pergola transformed out outdoor space! It looks great, and is very functional.
Thank you so much for your review - we're thrilled to hear that your Hanso pergola has transformed your outdoor space! Knowing that it looks great and is serving its purpose functionally is what we hope for.
Very inefficient in communication. Still waiting to hear back from anyone concerning site visit (P. aid on 7/8/26)which many reps said would be necessary to insure proper installation. I have left numerous phone messages and emails to Princess, Ken and Sumon. Was told site visit could be arranged for today, tomorrow or Thursday. Sent blueprints of home to verif.y installation of wall mounted pergola. Your interoffice communication is poor.
Dear Sarah, Thank you for taking the time to share your feedback – and I sincerely apologize for the communication gaps you've experienced. I personally looked into your case and I can see that when you spoke with our installation team on Friday, they immediately reached out to our installers to check their availability. They came back with options over the weekend – and while our support team isn't active on weekends, we followed up with you today on Monday to confirm whether you'd be available for a site visit tomorrow. I know that doesn't erase the earlier delays, but I truly want to make sure we get this right for you from here on. If you're able to reply to our last email and confirm your availability, I'll make sure everything is locked in and communicated clearly. We're committed to improving our internal communication and making this a smoother experience for you going forward. Best regards, Martina | Brand Reputation Manager Hanso Home Inc
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