PERGOLUX USA (pergoluxshop.com) has a 3.9 out of 5 rating on OK.one, based on 67 user reviews collected here. It is listed under Construction & Manufacturing and its reputation is mixed. 73% of reviews are 4 stars or higher and 19% are 1 star; The business has replied to 86% of negative reviews. Last updated 2026-08-10.
What people say
K
Kathy Tran · 2 reviews · Experienced 2026-06-25 ·
★★★★★
This company is a scam
We ordered the series 4 pro pergola and 24 hours later, when i found out that the height of the pergola is <8 feet tall, I cancelled the order immediately. They kept pushing me to work with ETI to raise the pergola, but will cost me an additional 6k and i will loose the warranty. I told them to cancel the order but they informed me that i will be charged a 10% cancellation fee. This company is a scam , they never shipped anything to me, I cancelled within 48 hrs and no one called me back. I paid over $17,000 for the pergola and paying 10% cancellation fee is absurd. I understand the 10% restocking fee but i cancelled within 48 hours and they never shipped anything out. I still have not gotten back any of my $17,000 and no one replied to my email. Please don’t make the same mistake i did. Go with another pergola company that is local and have some morals.
Reply from PERGOLUX USA2026-07-15
Hi Kathy,
We’re sorry to hear about your experience and understand your frustration. We know a pergola is a significant investment, and our goal is always to help customers find the right solution for their space.
After reviewing your concerns, our team worked with you to explore possible solutions for your project, including options to help ensure the pergola would work for your space. Unfortunately, we were unable to find a solution that met your needs.
We also apologize for the communication delays while reviewing your cancellation request. We appreciate your feedback and will continue using it to improve our customer experience and communication.
— The PERGOLUX Team
R
Randy Conklin · 2 reviews · Experienced 2026-06-29 ·
★★★★★
Be Aware No Engineering Documents
Folks, we are condo building located in Florida, we purchased 11 pergola's (10X10) from this company, based on their claim the pergola's can withstand winds of up to 175 mph.
We were told all engineering documents required for permits would be included with shipment. When the shipment arrived there were no engineering documents included that would meet City code requirements. We made multiple attempts to reach the company to resolve this issue, as we were assured they had all of necessary engineering documents to meet the State of Florida code requirements.
We cannot get anyone to call us back, neither our initial sales rep, we asked to talk to a manager, supervisor about our problem. Again, no one is returning our calls after spending close to $100K on their pergola's.
Sadly, we had to hire an attorney to demand we received the proper documents or we will have no alternative but to return the pergola's. No response to our demand letter.
Next steps will be to file a lawsuit. This is extremely disappointing, I have been to Norway multiple times, I found the people, to be nice, friendly, and helpful. But, our effort to do a mutually beneficial business deal with this Norway company has been very disappointing. If you purchase pergola's from this company that requires permits to be installed. BE AWARE.
Sea Ranch Club of Boca Raton
Randy - Director
Reply from PERGOLUX USA2026-07-16
Hi Randy,
Thank you for sharing your feedback. We’re sorry to hear about your concerns and understand your frustration. We are reviewing the details surrounding your experience and have escalated your concerns to the appropriate team for further review.
We appreciate you bringing this to our attention and the opportunity to better understand your concerns.
— The PERGOLUX Team
Two summers of hose water and fertiliser splash and it still looks brand new.
Reply from PERGOLUX USA2026-07-16
Hi Julie,
Thank you for the great review! We’re thrilled to hear your pergola is still looking brand new after two summers of use. It’s great to know it’s holding up well and continuing to be a part of your outdoor space.
We appreciate you taking the time to share your experience!
— The PERGOLUX Team
F
Frank Moore · 3 reviews · Verified · Experienced 2026-07-15 ·
★★★★★
Experience was fantastic
Experience was fantastic, easy ordering, availability for discussion excellent. Delivery was disappointing as it was to be delivered on a Monday and didn’t come until Friday, never got a call it wasn’t going to be delivered and waited all day. Two days later got a notice it would be delivered on Friday, I was skeptical but it did come.
Reply from PERGOLUX USA2026-07-16
Hi Frank,
Thank you for the review and for sharing your experience. We’re happy to hear the ordering process and support from our team went smoothly.
We apologize for the delivery delay and the lack of communication around the updated delivery date. We understand how frustrating it is to set aside time for a delivery and not have the schedule updated when things change.
We appreciate your feedback and will share this with our delivery team as we continue working to improve the overall delivery experience.
— The PERGOLUX Team
You could have better instructions but I love the product
Reply from PERGOLUX USA2026-07-15
Hi,
Thank you for your feedback! We're glad to hear you love your PERGOLUX product. We also appreciate your comments about the installation instructions. We'll continue using feedback like yours as we work to improve our instructions and make the assembly process as clear as possible.
Thank you for choosing PERGOLUX!
— The PERGOLUX Team
B
Bridget B. · 1 review · Experienced 2026-07-14 ·
★★★★★
Every bolt bag was counted out exactly…
Every bolt bag was counted out exactly right, expect one that was a single washer short, and a quick email had the replacement out the same day.
Reply from PERGOLUX USA2026-07-15
Hi Bridget,
Thanks for the great review! We're glad to hear our team was able to get the missing washer out to you quickly and keep your project moving.
Thanks again for choosing PERGOLUX!
— The PERGOLUX Team
C
Corlus C. · 1 review · Experienced 2026-07-11 ·
★★★★★
This was my first big garden purchase…
This was my first big garden purchase and I half expected to feel ripped off opening the crate. I didn't.
Reply from PERGOLUX USA2026-07-15
Thank you, Corlus, for sharing your honest first impression! We understand that a purchase like this is a big investment, and we’re thrilled to hear that opening your pergola crate exceeded your expectations.
We’re proud to deliver products that customers can feel confident investing in. Thank you for choosing PERGOLUX!
— The PERGOLUX Team
We're not the type to buy things twice. Four years in, we haven't had to think about think about this one again.
Reply from PERGOLUX USA2026-07-15
Thank you, Alison, for sharing your experience! We love hearing that your pergola has continued to deliver years after purchase. Building products that customers can enjoy without having to worry about them is exactly what we strive for.
Thank you for choosing PERGOLUX and for sharing your long-term feedback!
— The PERGOLUX Team
A
Amber · 1 review · Experienced 2026-07-10 ·
★★★★★
I checked the wall thickness against…
I checked the wall thickness against the spec before I even started assembling. It matched. That most never happens.
Reply from PERGOLUX USA2026-07-15
Thank you, Amber, for sharing your experience! We appreciate that you took the time to review the specifications before assembly and are thrilled to hear that the product matched your expectations.
We’re proud of the quality and attention to detail that goes into our pergolas. Thank you for choosing PERGOLUX and sharing your feedback!
— The PERGOLUX Team
H
Heidi Howard · 3 reviews · Experienced 2026-07-04 ·
★★★★★
Awful customer service, nice product
First of all, we love our pergola, it was well used over the recent holiday. The reason we did not give a five star review was the customer service. We ordered a 10x16 with screens in three sides. The 16’ side did not come with the installation kit. We called to get one sent to us and instead of saying we are sorry for the error and we will ship one immediately, we had to go through a whole claims process including pictures of the screen, shipping labels, explanations. A week later we still have not had our claim processed because it slipped through the cracks. And again, a week later they are still asking for more pictures of shipping labels even though the in original claim I told them all boxes have been removed from site and more pictures of the screen. In total, the amount of missing product is probably less then three dollars, nothing was damaged and needing replaced, and yet they are still making us go through this whole ordeal. How completely unprofessional when thousands and thousands of dollars have been spent on this pergola. Now we will have to pay the installer more money to come back to finish the job. The product is beautiful and our guests loved it, but can I recommend it to someone else after this? I guess that will remain to be seen.
UPDATE: after not receiving an installation packet, or hearing back, I had to call them back and spent over ONE HOUR on hold waiting for someone with authority to fix our problem because I refuse to hang up and threatened to keep calling back all day long. He said this is not a product that they just have extra laying around in the warehouse so they would take one from another screen box and send it. Hmmmm now I know how we ended up getting a screen with no installation package. One week later, we did indeed receive an installation packet, WITH A WHOLE NEW 16’ SCREEN. How moronic can this company be? Ok, so now we have the parts to hang our screen, but now what do we do with a whole extra screen!!!! Are you really telling me, you don’t have ANY EXTRA installation packages laying around ANYWHERE!! My star rating will not change. All we wanted was to be able to hang our screen, now we have to figure out what the heck to do with an extra 16’ screen that has no way to hang and will take up space we don’t have to store it or pay to dispose of it.
Reply from PERGOLUX USA2026-07-07
Hi Heidi,
Thank you for sharing your feedback. We’re glad to hear you love your pergola and that it has been a great addition to your backyard. We’re sorry, though, that your experience with the missing installation kit and the follow-up process was frustrating.
We understand how disappointing it is to have a small missing item hold up the completion of your project. While there are steps we need to follow when reviewing claims, we also want to make sure the process is as smooth as possible for our customers.
We are currently looking into what happened with your claim and will work to better understand where we can improve. We appreciate you bringing this to our attention and giving us the opportunity to make the experience better.
- The PERGOLUX Team
The process was easy and we installed in one day. Plus the pergola looks great can’t wait to order the second one.
Reply from PERGOLUX USA2026-07-07
Hi Michelle,
Thanks for the great review! We’re glad to hear the process was easy and that you were able to get your pergola installed in just one day.
We love hearing that you’re happy with how it turned out, and we’ll be excited to help you with your second PERGOLUX when the time comes. If you need any assistance when you’re ready to place your next order, don’t hesitate to reach out!
Thanks again for choosing PERGOLUX. Enjoy your new outdoor space!
- The PERGOLUX Team
Hi Carolyn,
Thank you so much for the 5-star review! We're happy to hear you had a great experience with the ETI installation team.
We'll be sure to pass along your kind words. It's always nice to see our installation partners recognized for their hard work and professionalism.
Thanks again for choosing PERGOLUX. We hope you enjoy your new outdoor space!
- The PERGOLUX Team
J
JW · 2 reviews · Experienced 2026-05-01 ·
★★★★★
Updated ..still no product or any delivery answers
Updated in July. Still no product from order in beginning of May. Told no product till end of July. No one seems to know anything about when product is in stock and can get delivered. But company offers 300 in bonus for reward if you can find another customer to buy this pergola. Customer service says someone will reach out, but still no email with any update or answers. Notice the reviews from May and June are still missing product, too. Would never order again.
Reply from PERGOLUX USA2026-07-07
Hi,
We're very sorry to hear about your experience and understand how frustrating it is to have your order delayed beyond your original expectations.
We know this extended wait has been disappointing. While our current estimated delivery window is still mid-to-late July, we recognize that this is not the experience you expected when placing your order.
Because your review is anonymous, we're unable to locate your order and review the specifics of your case. If you're willing, please contact our Customer Success team with your order number so we can provide the latest information available and ensure your concerns are being addressed.
Thank you for your patience and for sharing your feedback. We remain committed to improving both our communication and your overall experience.
- The PERGOLUX Team
K
Keith · 3 reviews · Verified · Experienced 2026-06-11 ·
★★★★★
Great product
Reply from PERGOLUX USA2026-07-07
Hi Keith,
Thanks so much for the 5-star review! We're happy to hear you're enjoying your PERGOLUX.
If you ever need anything, don't hesitate to reach out! We're always happy to help.
Thanks again for choosing PERGOLUX, and enjoy your outdoor space!
- The PERGOLUX Team
I love the product. I believe that there should be more trim pieces to complete the construction. You should have cover trim for the posts and weather stripping for the full base surround. I love the room and the experience of being outdoors even during a rain storm.
Reply from PERGOLUX USA2026-07-07
Hi Mitchell,
Thank you for taking the time to leave a review! We're so glad to hear you're enjoying your PERGOLUX and that it's giving you a place to relax outdoors ... even during a rainstorm!
We also appreciate your suggestions about additional trim pieces and weather stripping. Feedback like yours helps us continue improving, and we'll be sure to share it with our product team.
Thank you again for choosing PERGOLUX. We look forward to seeing your project fully completed and hope you continue enjoying your outdoor space!
- The PERGOLUX Team
Reached out to customer service about possible missing
Reached out to customer service about possible missing screws. It did not take anytime before a quick response was sent. Even though we eventually found the screws, I was impressed on how quickly someone responded and willing to help.
We put up sour pergola and it was the best investment we made to make our backyard more pleasing and to be able to have a place to enjoy the summer season.
Reply from PERGOLUX USA2026-07-07
Hi Dagmaris,
Thank you for taking the time to leave a review! We're glad we could help, and even happier that the screws turned up.
It’s great to hear your pergola is up and that you’re already enjoying it. We love hearing that it’s made your backyard a place you can relax and enjoy all summer long.
Thanks again for choosing PERGOLUX. Enjoy your new outdoor space!
- The PERGOLUX Team
The CSRs that have had the pleasure of talking to are knowledgeable about the product they are talking about. And have been helpful and friendly.
Reply from PERGOLUX USA2026-07-07
Hi Tom,
Thanks for taking the time to leave a review! We’re happy to hear that our Customer Service team has been helpful, friendly, and knowledgeable when assisting you.
We’ll be sure to share your kind words with the team. They’ll appreciate knowing their efforts are making a difference.
Thanks again for choosing PERGOLUX!
The PERGOLUX Team
W
Walter · 1 review · Verified · Experienced 2026-06-26 ·
★★★★★
The salesman (Marcelo) that helped me…
The salesman (Marcelo) that helped me and I placed my order with was great to work with. (very knowledgeable about the product) The pergulox is excellent, it's very well designed, engineered & manufactured. Looks amazing on our deck. Delivered in an expected time & delivery men were great as well. Customer service always friendly & great at returning phone calls. I highly recommend them for your Pergola.
Reply from PERGOLUX USA2026-07-07
Hi Walter,
Thank you for the great review! We're so glad to hear you had such a positive experience with your PERGOLUX.
We’ll make sure Marcelo sees your kind words. We love Marcelo too, and it’s great to see his knowledge and dedication recognized. He takes a lot of pride in helping customers find the right solution, and we’re happy he was able to make your experience a great one.
Thank you again for choosing PERGOLUX and for the recommendation. We hope you enjoy your pergola for many years to come!
- The PERGOLUX Team
W
Wayne Johnson · 2 reviews · Verified · Experienced 2026-03-18 ·
★★★★★
Great product that really finished off…
Great product that really finished off my deck project. Looks fantastic!
Reply from PERGOLUX USA2026-07-07
Hi Wayne,
Thanks for the great review! We're glad to hear your PERGOLUX was the perfect finishing touch for your deck project and that you’re happy with how it turned out.
We hope you enjoy your new outdoor space for many years to come!
- The PERGOLUX Team
c
customer · 2 reviews · Experienced 2026-06-24 ·
★★★★★
Natalie was Great!
Great customer service thus far with Pergolux. Natalie was able to help us with a request we had made and while they weren’t able to get us exactly what we had requested, she was able to offer us something that was comparable. Thank you!
Reply from PERGOLUX USA2026-07-07
Hi,
Thanks for taking the time to leave a review! We're glad Natalie was able to help and work with you to find a solution that fit your needs.
We'll make sure she sees your kind words—she’ll appreciate the recognition!
Thanks again for choosing PERGOLUX.
- The PERGOLUX Team
