Hansø Home

Worth the Wait — Great Experience with Hansø Horizon

Worth the Wait — Great Experience with Hansø Horizon After about a year of research and conversations, we finally pulled the trigger on a Hansø Horizon Smart Pergola — and I am glad we did. I first connected with James back in the summer of 2025, and he stayed in touch with me throughout the entire process. When the time was finally right, he was still there and ready to help. I also worked with Kyle to arrange professional installation through Hansø, which was important to us. The ordering process was smooth, and when I needed to make a last-minute adjustment to the order, it was handled immediately and without any hassle — corrected right on the spot. I have only just placed the order a few days ago, so I cannot yet speak to the finished product, but based on everything so far — the quality of the conversations, the responsiveness, and the product itself — I have every reason to believe we made the right choice. Do your homework, talk with their team, and I think you will feel the same way. I cannot wait to sit under it!

Excellent customer service

Vlad was fantastic. Gave me all the information I needed, answered all my questions, and got us the pergola we wanted. Excellent customer service!

Thank you James for all your help!

Thank you James for helping us select our Pergola style. We appreciate that you took the time to explain the different options and styles. Also, we were happy to call you and always talk with you instead of waiting for answers. You gave us information in a timely manner. We look forward to our Pergola!

Hanso Pergola Order

Craig the Salesman was fantastic...knowledgeable, patient and high level of customer service. He answered all of our questions and got my business. Looking forward to receiving our beautiful Pergola.

delighted to find Hanso pergolas.

Absolutely the best choice in pergolas

Absolutely the best choice in pergolas. Hanso is a great company with fantastic customer service. The delivery and installation were quick and professional. My husband and I could not be happier. Special shoutout to Kyle- thanks for taking care of us. You and your company exceeded our expectations.

Raymond was knowledgeable and answered…

Raymond was knowledgeable and answered all our questions.

Delayed by a week

Delayed by a week, but fantastic support team Our delivery was delayed by about 6 days due to a freight carrier issue, which was a bit frustrating at first. However, HansoHome's customer support was incredibly responsive. They tracked the shipment down, kept me updated daily, and even followed up after delivery to make sure everything arrived safely. Excellent customer service makes all the difference when buying big items online. The pergola itself is stunning and very well-engineered.

Senior sales Advisor Ray was great to…

Senior sales Advisor Ray was great to work with, accommodating and kind. Knowledgeable and professional. Now that the order is placed I’m excited and hope the customer service continues to be excellent. Looking forward to receiving a quality product and leaving another great review hopefully.

Craig Haynes from your team was very…

Craig Haynes from your team was very helpful

It was easy to do business Hanso

It was easy to do business Hanso. After speaking with Ray he gave me the information that helped clarify some questions I had about options/models. When I placed my order he was also able to split my payment between two credit cards. The only negative was I had to submit a second email to get a response on one of my questions.

Ordered over the phone because I had…

Ordered over the phone because I had some questions. Questions were answered and ordering went well. Takes a long time to receive order but looking forward to receiving it.

The purgola is as advertised

The purgola is as advertised. Looks great and is very please with the final results. I would recommend Hanso Purgola 100%, a great product. However, I still have two accessories waiting for delivery and installation. I was told they were on back order and would be informed when they arrive. Because the Purgola was an absolute delight once the installation was completed. I was understanding for the delayed items. Things not under Hanso control. I already have a nice product. It will only be even more spectacular once everything is complete.

I had a helpful salesperson

I had a helpful salesperson. Answered my questions and let me have time to make my decision. Convenient ordering process. Hope the shipping and installation process goes as easy.

Disappointed is an understatement

One of the worst experiences me and my family had to deal with (and still currently dealing with). I opted for Hanso despite their competitors advantages because I assumed purchasing a "premium" product that cost me over $23k that I will be receiving premium service. I purchased two pergolas June of LAST year and I still do not have a fully functional product. Hanso admitted to me they didn't send all the necessary parts to complete my order and after numerous attempts for an update they have stopped all communications with me. Me being naive, patient and understanding customer, I believed their word and waited for an update but this seems this was all just a strategic ploy on their end to delay enough so I wasn't able to file a dispute with my credit card company (joke is on them though). I would highly recommend to look else where to spend your hard earned money and this isn't coming from a place of anger, but just do your research. Theres plenty of horror stories on reddit and there is 100% better and more affordable products out there. If you're spending a lot of money on a product, customer service and support is as important as the product itself! UPDATE (6/10): It has now been 15 months since my initial purchase. Following this review, the Brand Reputation Manager stepped in, explicitly admitting in writing to incomplete parts, dropped communication, and total support failures. However, despite these written admissions and multiple promised deadlines, the company remains completely unable to source or deliver the essential proprietary components required to make the product functional. Hanso Home continues to retain my full $23,000 payment while leaving me with an un-buildable shipment of materials, resulting in a complete loss of product utility for two full seasons. I have officially escalated this matter by filing a formal corporate complaint with the Better Business Bureau for a major financial resolution. Do not trust their polite public replies; they are simply stalling tactics.

Ray was so helpful and great to work…

Ray was so helpful and great to work with. We're excited to receive our Pergola

A splendid ordering experience

We ordered a pergola from Raymond who was a joy to work with. Our first conversation was over an hour long because we had so many questions. Ray was so patient and answered all of our concerns. The day after we placed an order, Hanso started a Memorial Day sale. Ray got back to us to give us the sale price on all of our items. He was so enthusiastic to help us! We will not get our pergola until mid-August which is a bit disappointing. But somehow, I think it will be worth the wait! Stay tuned for a review about our new pergola, and the installation process which we are also having doing through Hanso, So far, so good!!!

Ryanne and hanso went beyond customer…

Ryanne and hanso went beyond customer service for such a simple request I had , not to mention the quality of the pergola we purchased. Great to see companies like this still existThank you

Initial impressions

This review is based on my experience purchasing the Hanso Pergola so far. I haven’t received the shipment yet, but I plan to update my review once delivery and installation are completed. My experience with Hanso has been very positive up to this point. I spent a lot of time comparing Hanso with five other pergola companies, and what really stood out to me was the customer service. My representative was responsive, patient, and took the time to answer all of my questions thoroughly throughout the process. I also appreciated the transparency around their products and materials. With several other companies, it was difficult to get clear information or detailed specifications, but Hanso was very upfront and informative from the beginning. Even with the longer 10–12 week lead time, I felt more confident moving forward with Hanso because the quality of the materials seemed noticeably better than many of the competitors I researched.

Frustrating experience

Ordered a Pergola back in Mid-Jan for March delivery. March, April and May come an go without a delivery. They just kept pushing the estimated delivery date. When I first asked for a refund, they informed me there is a 15% restocking fee ($1550 in my case) for something they never delivered. Finally had to open a fraud case with Chase to get my $ back. They messed up my summer, I just ordered a new on from Flexpatio for July delivery when I should have had my pergola from Hanso in March. Very frustrating and absolute waste of time.