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.
What people say
J
J Miller · 1 review · Experienced 2026-07-09 ·
★★★★★
Can’t ship and deliver product as promised
I purchased a 10 x 13 while the pergola is well made and easy to install. Add an additional 4-6 weeks from the delivery date you are provided when you place your order. My order was placed and confirmed in November of 2025 and did not receive the pergola until late June 2026. I am still waiting for the speakers and heater which they said would be delivered in April now Hanso are saying August delivery, if they arrive in August that would be 10 months from the date Hanso confirmed the order and charged my credit card the full amount. Do not call the customer service number as they will tell someone will call you back but they never do call back. The only way to get a reply from customer service is to email them and the answer is the same every time the item is back ordered or they need to do additional quality checks on the product. They are never able to provide an actual date or even a 10 day delivery window. Could be a 5 star company if they could ship items as promised.
Reply from Hansø Home2026-07-16
Dear Jeffrey,
Thank you for your honest feedback – and I sincerely apologize for the frustration you've experienced. Placing an order in November and still waiting for your speakers and heater in July is not what you signed up for, and you're right to be disappointed.
As we already informed you - our electronic accessories are currently going through an extended quality-check process. That's why you've been hearing "additional quality checks" so often.
We've prioritized your order and our team is working closely with you to get this sorted out as quickly as possible. Your heater and speakers will be included in the first available outgoing batch that passes quality control, and we'll provide you with tracking details as soon as we have them without any generic updates.
As a gesture of goodwill for the extended wait, we've also arranged a refund of your shipping fee.
Thank you for your patience - we're committed to making this right.
Warm regards,
Martina | Brand Reputation Manager
Hanso Home Inc
r
robert · 2 reviews · Verified · Experienced 2026-07-11 ·
★★★★★
Good product, well engineered
Good product, willing to work with me on price and shipping, good buying experience. Looking forward to getting my Pergola kit
Reply from Hansø Home2026-07-13
Thank you so much for your kind words - we're glad to hear you had a positive buying experience! We're just as excited as you are for your pergola kit to arrive, and we can't wait to see it come to life in your space.
If you have any questions along the way, don't hesitate to reach out.
We wanted to talk to an actual person rather than purchase immediately online by adding things to a cart. We were teamed up with "Ray" and were able to talk with him frequently over a 3 day period before making our final purchase. He was very patient, knowledgeable, willing to search out information for us, and helped to make the entire experience much easier, especially after hitting a few snags along the way.
Reply from Hansø Home2026-07-13
We're so glad that Ray was able to make such a positive impact on your experience. Taking the time to understand your needs, answer questions, and work through those little snags along the way is exactly what we hope for with every customer. It means a lot to hear that his patience and knowledge helped you feel confident in your decision.
We'll be sure to share your feedback with Ray – he'll be so happy to know he made a difference!
Thank you again for trusting us with your purchase. If you ever need anything in the future, we're just a message away.
R
Russell McLemore · 1 review · Experienced 2026-07-11 ·
★★★★★
Ordered, Paid in Full, Not Delivered
Ordered our pergola in April 2026 expecting to have it installed by summer. Nope! Still not delivered. Hoping now to receive delivery by late August. Summer will be over before it’s even installed.
Reply from Hansø Home2026-07-13
Dear Russell,
Thank you for sharing your experience – and I want to offer a sincere apology for the frustration this has caused.
We remain fully committed to staying in close communication and to getting your pergola delivered as quickly as possible. As a gesture of goodwill, we have already offered a refund to effectively make your shipment free, and we are working hard behind the scenes to resolve the delays and get your order to you.
Best regards,
Martina | Brand Reputation Manager
Hanso Home Inc
J
Jeffrey B. Mathis · 2 reviews · Experienced 2026-06-01 ·
★★★★★
Hanso have a very good support team
Hanso have a very good support team. If you were to have any problems they the management team will make it right. I personally had a couple of issues but the management team made it right and 100% reassured me that everything will work out and it did. Thank you.
Reply from Hansø Home2026-07-10
We appreciate your thoughtful review - thank you!
It means so much to hear that our team was able to turn things around for you and give you the reassurance you needed. Making things right is what we're here for, and we're so glad everything worked out in the end.
Please don't hesitate to reach out anytime.
I ordered a Hanso pergola attached to the house. Gave Kyle all the measurements, property plat and pictures of patio where the pergola needs to be installed, etc. Kyle said his technicians at Hanso said the pergola would work. When the Installation guys came out to my house, they looked at Pergola and said it will not work on the house. This pergola took almost 6months to receive, I paid in full. Now it can't be installed not my fault, per installers it just doesn't work, I gave Hanso all kinds of information Kyle insured me it would. All I want is Hanso to pick up the pergola give me my money back per there return policy. The commutation has been a told nightmare! We are in our 70's and this company is stressing us out.
Reply from Hansø Home2026-07-07
Dear Rebecca,
Thank you for your review, and I sincerely apologize for the stress and frustration this situation has caused you and your family.
After reviewing your case, I understand that unfortunately, once our installation partner, conducted their on-site assessment, they determined that the wall-mounted pergola could not be safely or properly installed at the planned location due to several structural challenges
I want to reassure you that we have already requested a full return for your pergola and are currently awaiting pickup coordination from our sourcing team. We are working to resolve this for you as quickly as possible.
Best regards,
Martina | Brand Reputation Manager
Hanso Home Inc
Well John helped me through the order process. So far so good. We shall see how it goes.
Reply from Hansø Home2026-07-06
Thank you for your review – and we're so glad to hear that John was able to help you through the order process!
We completely understand the "so far so good" approach – and we're confident the rest of your experience will be just as smooth. If you ever need anything along the way, we're always here to help.
Enjoy your new pergola, and please don't hesitate to reach out if you have any questions!
M
MMary · 1 review · Experienced 2026-06-23 ·
★★★★★
Installation crew was very…
Installation crew was very knowledgeable and considerate to protection of my property. They were also very professional .
Reply from Hansø Home2026-07-06
Thank you so much for your kind words! We're thrilled to hear that our installation crew made such a positive impression.
We'll be sure to share your feedback with the team.
Thank you again for choosing Hanso, and we hope you enjoy your pergola for many years to come. Please don't hesitate to reach out if you ever need anything.
T
Tayler · 1 review · Experienced 2026-06-10 ·
★★★★★
Don't compare this to a cheap Costco…
Don't compare this to a cheap Costco pergola
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 flimsy Costco pergola. Do yourself a favor: look at the instruction manuals of other brands and check the total product weight. Hanso uses basically three times the 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.
Reply from Hansø Home2026-07-06
Thank you so much for your thoughtful and honest review.
It means a lot to us that you took the time to share your experience, especially after we reached out for your genuine feedback. You're absolutely right – our pergolas are built with heavy-duty aluminum and designed to last, and we're so glad you noticed the difference in quality and structure.
We're thrilled to hear that everything went smoothly – from your phone order to delivery and installation. Knowing that you're happy with your purchase and that we delivered on our promise is the best reward we could ask for.
Thank you again for your support and for being such a valued part of the Hanso community. We hope you enjoy your pergola for many years to come!
J
John · 1 review · Experienced 2026-06-26 ·
★★★★★
"revolutionizing the supply chain!!!"
We started talking to Hanso last October.
We were installing in a condo and needed shop drawings of the cassette for our structural engineer. This request made in a dozen different texts, emails and phone calls and took months.
All phone calls go to 'call centers' and set off a process that includes referring to a Hanso Team Member that responds within several days by email. Even when requesting a phone call and not a scripted email response, Hanso responds by email.
The immediate response is a request from Hanso for five star rating. After giving multiple one star ratings and writing, Hanso has not responded to our concerns.
All answers provide by Hanso Team Members seem to be scripted responses or AI generated word salads.
Last fall, Hanso said shipping would be in a few weeks.
By the time we had given up on receiving shop drawings, Hanso said delivery would be in 10-14 weeks after our 50% deposit.
Soon after making the 50% deposit and ordering, Hanso was sending requests then demands for full payment.
We balked, pointing out that we would have no leverage after making the final payment.
Hanso claimed that our awning was here but for final "allotment" and "release" (we had already paid the deposit to get on that allotment) to be released we would need to make the final payment.
We reluctantly did.
We asked Hanso for shipping info.
Only then did Hanso reveal that they would not honor their promise of 10 weeks, then 14 weeks...
This week Hanso marks 15 weeks and counting with no shipment.
Hanso now claims that they should be shipping from their 'distribution partners' by mId July.
We are furious with Hanso.
No employee will provide their name nor where they are. Some are working from the Philippines.
Hanso has no real office that we can find.
The six distribution warehouses listed on Hanso web site are no longer active.
The 'Hanso factory' in Nashville is a transhipping warehouse with no Hanso listing or phone number.
The Hanso office address is for an office building that does not list Hanso.
There is no office phone number that you can reach an actual Hanso employee.
Hanso promised weekly updates, but Hanso is not doing so.
If and when they ship our awning to the west coast, the long days of summer will be gone.
Hanso's refusal to admit delays have caused us to cancel our travel plans for this summer.
Reply from Hansø Home2026-07-10
Dear John,
Thank you for taking the time to share your detailed feedback. We take your concerns very seriously, and I want to acknowledge the frustration and disappointment you've experienced throughout this process.
We understand that the delays, communication gaps, and lack of transparency have been unacceptable, and we sincerely apologize for the stress this has caused you – especially given the impact on your summer plans and travel.
To be clear, we have issued a goodwill refund for your order, and our management team has been working closely with you to address your concerns directly. We are committed to resolving this matter and ensuring that you are taken care of.
Your feedback regarding our communication, shipping timelines, and transparency is being reviewed internally as we continue to improve our processes and customer experience.
If there is anything further we can do to assist you, please don't hesitate to reach out directly - we are here to listen and help.
Best regards,
Martina | Brand Reputation Manager
Hanso Home Inc
I have been watching Hanso for quite a while and when I was ready I asked for the 10X13 model could be attached to my manufactured home. I received my answer "yes" the same day. Talked to a very nice senior tech and decide to Order the Pergola the same day. Thanks guys for talking with me and meeting my requirements.
Reply from Hansø Home2026-07-02
Thank you so much for your wonderful review! We're thrilled to hear that you had such a positive experience from the very beginning – it means a lot to us that you took the time to watch and research before reaching out.
It's great to know that our team was able to answer your questions quickly and help you confirm that the 10x13 model would work for your manufactured home. We're so glad you had the chance to speak with our senior tech and felt confident enough to place your order the same day!
We appreciate your trust in us and can't wait for you to enjoy your new pergola.
Very happy with my experience
They answer every question I asked they provided me with every detail I needed to know there were kind and professional.
Reply from Hansø Home2026-07-02
Thank you so much for your kind words! We're thrilled to hear you had such a positive experience. It was a pleasure assisting you – please don't hesitate to reach out if you ever need anything in the future.
G
GREGORY · 3 reviews · Experienced 2026-06-17 ·
★★★★★
The delivery of the pergola was delayed…
The delivery of the pergola was delayed for an unreasonable amount of time after I had submitted payment. The installation, however, went very smoothly once the item arrived at my home. I am concerned about the next step in the process as I have requested cancellation of 3 heaters, which have yet to arrive. I sent my cancellation by email to the representative with whom I placed the order but have received no acknowledgement of my request. Perhaps I will have to amend this rating.
Reply from Hansø Home2026-06-26
Thank you for sharing your honest feedback. We're glad to hear that the installation went smoothly once your pergola arrived, but we completely understand your frustration regarding the delivery delay and the lack of communication about your heater cancellation.
We have looked into your case and reached out to you directly via email to address your concerns. Your heater cancellation has already been processed on our end, and our finance team is handling the refund.
We appreciate your patience and hope to have the opportunity to turn this experience around for you. If you have any further questions, please don't hesitate to reach out.
the person Sue from Hanso was very helpful with the information and ordering.
Reply from Hansø Home2026-06-29
Thank you so much for your kind words, we're so glad to hear that she was able to help you with the information and ordering process.
If you need anything else, please don't hesitate to reach out!
R
Roberta Z. · 2 reviews · Verified · Experienced 2026-06-16 ·
★★★★★
The best agent and company ever!
I am a new customer to Hanso and ordered a pergola on June 10, 2026 in the hopes of having it installed by a family friend as soon as possible. My reason for wanting this installed quickly is that I have many devastating chronic progressive medical issues that leave me immunosuppressed (among other things) and must maintain strict isolation precautions. This makes it difficult (and sometimes impossible) to socialize with people -- especially indoors, unmasked or for meals (so holidays are rarely celebrated on the actual day, together). It takes much planning for the few people left in my life to quarantine prior to seeing me in person, and my life has become very small. This pergola would allow me to socialize with my child and my best friend without fear of contracting an illness (and regardless of the weather!), and I would not have to miss out anymore. It also would extend the season in fall and spring for me by still being able to be outside with space heaters/firepit/chimenea – without bothersome insects, too! This may sound silly to someone not struggling with these issues. It’s hard to put into words how challenging and lonely this situation has become for me.
I called and spoke with Kyle on a couple of occasions and asked if it was possible to expedite the order, even though I am aware that there is a 10-16 week window for delivery from the order date. I explained that I have medical issues that preclude me from being indoors with friends and family, and I live in Massachusetts, so the summer is quite short. It is the only way I can avoid isolation for this short period and still entertain without the sun beating down, and without being bothered by insects.
Kyle was a very good listener; he seemed to care and understand my situation immediately. He told me he would bring this to the attention of his boss and see if anything could be done. He contacted me back on more than one occasion to get more information that was needed to move forward. He was very kind and compassionate; it felt like he and his boss – the whole Hanso company -- was family.
I would recommend your company to anybody looking for a pergola, and I would give Kyle the highest praise possible (a raise even, if possible….whatever he is getting paid, it is probably not enough). In today’s world full of tension and short on empathy, this was a life-changing experience I had with Kyle and with your company, and if I were his mother, I would be very proud of him.
In my final exchange with Kyle, he informed me that he will reach out this week with a tracking number when it gets generated and that the item will be shipped next week. He called me that final time to make sure the details of the order were correct and instead of having to wait possibly up to mid-September, now I get to have this item shipped next week and enjoy time with my friends and family without fear or anxiety or isolation. I cannot tell you how much this means to me. Thank you seems insufficient. I can only tell you of this experience, recommend others your way, and pay it forward in my own life.
With love,
Bobbie Z.
Reply from Hansø Home2026-06-25
Dear Bobbie,
Reading your review truly touched all of us here at Hanso. Thank you for taking the time to share your story so openly and honestly.
What you've described is a beautiful reminder of why we do what we do. A pergola is more than just structure; it's a space where life happens, connections are made, and memories are created. Knowing that ours will help you reclaim moments with your child and best friend - safely and comfortably - means the world to us.
We're happy to have Kyle on our team. Your kind words have been shared with him and his leadership, and I can assure you, they made his day.
We are so excited for you to receive your pergola next week and to finally enjoy those long-awaited gatherings-without the sun, the bugs, or the worry. Please know that we are rooting for you and are here if you need anything at all.
Thank you for trusting us with something so important. Wishing you many warm, joyful, and well-deserved moments under your new pergola.
k
kim stidham · 1 review · Experienced 2026-06-21 ·
★★★★★
DO NOT BUY THIS PRODUCT
Not sure anyone will ever read this review. The first one I wrote was removed. This company has a pretty website and they take your money quickly. November 2024 I purchased a pergola for $12,000 and had no problems buying it. My pergola has been broken for more months than it has actually worked. They won't replace parts. You have to beg plead and threaten to get apart once it breaks. They have a 10-year warranty but they in an email that I can share to the world told me that they will not send me parts for my broken left side that opens my louvers.
Do not buy from this company. They will not honor their 10-year warranty. Their local companies in the Bay area that produce a quality product and they'll install it. Unlike Hanzo. Hanso delivers it in your driveway and that's the end of their responsibility
I received a response back from Hanso. Every time they respond it is with another lie. Please allow me to set the record straight. Martina someone in your company has misinformed you.
Thank you for your feedback. I understand your frustration, and I want to acknowledge that your experience has not been what we would hope for any of our customers.
That said, I do want to respectfully clarify a few points for accuracy:
Hanso: When you first reported the motor issue, we approved a replacement under warranty without hesitation.
KIM: Are you kidding me. I had to threaten legal action (which is not off the plate yet) and finally after 8 months of begging, emails, calls and frustration I received the part. Which is documented to have only worked for 2 months and now it is broken again. You sent me a faulty or refurbished part as part of you quality practice. The best action you can take is to fix the pergola louver motor (since the unit is only 1 year old. The unit sat in boxes in my backyard because you have no installers.
Hanso: While there were delays due to a warehouse transition, we kept you updated throughout and shipped the replacement motor.
Kim: This is absolutely not true. We found out about a warehouse move to Memphis after we threatened legal action. All Hanso did was ignore or send us generic emails that had absolutely no information. But the fact is your warehouse move is not my problem. I spent $12K on a unit that is suppose to have a 10 year warranty. The warranty does not say we will send you parts only when we have them or are not in a move. The logistics team should have parts on hand to service customers. I cannot help that you are a poorly run company. The unit has been broken more that it has worked and that is not acceptable.
Hanso: Despite our warranty not covering labor, we made a one-time goodwill exception and covered installation costs, along with additional compensation and all shipping expenses.
KIM: Again more lies. I paid for shipping. I will be happy to provide you the invoice. I paid for installation with a credit on my account. Hanso did select and coordinate the installer to come out to my house but I PAID FOR EVERYTHING. Again your people have set you up for failure. Just because you say something does not make it true. It just shows incompetency. If you want to actually discuss the facts please reach out directly. I would be happy to provide you the real information with a timeline.
Hanso: I understand your frustration with the timeline, but the parts were bolted I have no way of identifying if it used or new part. But the installer that you selected and I paid for should have at the very minimum a 90 day warranty. The part broke after 2 months. Please send an installer back to replace part. I would expect the 90 warranty on labor to start again.
Please feel free to reach out to me directly - I'm happy to help.
Best regards,
Martina | Brand Reputation Manager
Hanso Home Inc
Reply from Hansø Home2026-06-24
Dear Kim and John,
Thank you for your feedback. I understand your frustration, and I want to acknowledge that your experience has not been what we would hope for any of our customers.
We're sorry for the delays, the missed call, and a louver motor that has now failed twice are on us, and we own them.
One clarification for anyone reading, because it matters: your pergola is still under warranty and we are continuing to provide parts. The replacement motor is already at your home (2nd one), and we've now committed to install it for you at no cost with a verified, corrected unit - and if it fails again, it's yet on us. We don't end our responsibility at the driveway, and we don't withhold warranty parts. Same we did in March, when we installed motor replacement on our cost, despite installation services was not bought via us.
We'd much rather earn back your trust than leave this where it is.
Best regards,
Martina | Brand Reputation Manager
Hanso Home Inc
Attentive rep answering questions. To be clear, this is not a review of anything but the ordering process. I don't get the product for 10-14 weeks.
Reply from Hansø Home2026-06-24
Thank you for your feedback. We're glad to hear our representative was attentive in answering your questions.
Our pergolas are made to order to ensure the highest quality, and we appreciate your patience and trust in us throughout the process.
If you need anything while you wait, please don't hesitate to reach out.
Though there were delays on receiving…Finally here and installed.
Though there were delays on receiving the pergola parts. I'm satisfied with the quality. I'm still waiting for the heater that didn't arrive yet.
As for the installation, it went smoothly. The Technician was patient and understanding in explaining the process and answering questions that I had.
Reply from Hansø Home2026-06-24
Hi Jesse, thank you so much for taking the time to share your experience! We're glad to hear that you're satisfied with the quality of your pergola and that the installation went smoothly. We sincerely apologize for the delays you experienced with receiving the parts, and we want you to know that your heater is on our radar - our team will be in touch to get that resolved for you as quickly as possible. We truly appreciate your patience and understanding, and we hope you enjoy your new pergola for many years to come!
From ordering to installation...we are thrilled we went with Hanso. Kyle was very professional and an expert in "hand holding". He answered all questions and assured us of a seamless installation. And seamless it was...we couldn't be happier!
The pergola is extremely stable and secure. We went with having it installed instead of DIY. Two installers had it up in less than 3 hours, including leveling the pergola in our slightly sloped yard. This is a nice addition to our Retire In Place plans. Now on to the decor...!
