The Luxury Pergola Reviews 

Great product and great presales product design support. People there care. Product works perfectly the first time and there is plenty of support during assembly. The only minor complaint is that the company asks for feedback - I give it - They call with follow-up questions - To which I provide answers to - Then I don't hear from them. Then one day out of the blue someone calls. I just don't understand why you want the feedback if you can't close the loop. Just close the loop. Yes we received the input and we'll do something with it or not or I was wrong to give this feedback and clarify my mistake.
This is a young company mistake - They have a great product, didn't see the demand for and can't organize and build for scale. I'm sure they will figure it out. I loved the family owned, USA marketing messages.

Patrick is so knowledgable it felt ai. he was very kind and great alt following up. Wouldn't have made the purchase without him.

The design and quality of the pergola was very good. Delivery was delayed one day due to the truck getting a late start. Our installer, Handyandyknoxville.com, had some ideas on improving the directions.

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.

Great and quality product. No regrets but DEFINITELY need an expert or contractor to assemble. Should not be advertised with the impression than it’s easy to assemble.

Professional, efficient & extremely helpful from Mark on the sales team as the 1st contact to the delivery Crew at drop off.

Highly recommending their products and services!!!

Privacy screen on the pool cage is a game changer I didn't want the neighbors seeing me float around all afternoon hahaha install was clean and they were clean to deal with

We are very pleased with our new pergola which replaced our old wooden one which was 20 years old. The build quality is amazing and nothing is going to shift this pergola. Even when we only had two posts and a beam up, it was able to stand up on it's own.

From the start, Patrick provided guidance and answers to help decide which size to order so as to fit onto the existing concrete slab. Delivery was seamless and we were really impressed with weight and sturdiness of all the parts.

When we found that one of the rainguards was missing (we needed two for our size) Patrick arranged for it to be sent by UPS and it arrived in three days.

We mostly built the pergola with just two persons and needed an additional person to lift the main 15" beam and 9" side beams due to the weight and height. Otherwise, if you follow the instructions in the manual AND the video, you cannot go wrong. I think I probably watched the video at least 20 times to make sure I did exactly the right thing at each stage of the project. The biggest advice I could give is to make sure the distances between the posts are exactly right at the very beginning. This advice was given in the video and it's a critical piece. That was also my biggest worry - that I would find the beams or louvres not fit in properly when it came to install them. As it turned out, everything fit perfectly after that including the crown molding.

My only feedback to the team at the Luxury Pergola would be to add more details and make the diagrams in the manual clearer. It would have been a challenge to build it without the video.

This is an well designed quality product ,made in the USA and with excellent customer support. I hope you guys continue to be successful.

Mark was polite and extremely helpful with the design process.

Wow! What a great surprise when we made a phone call to Luxury Pergola! We talked with Mark Haslem, who was awesome. Mark took the time to fully answer all of our questions and provided some great ideas and thoughts on our project. At no time did we feel like there was any pressure or any time constraints to purchase. Mark's follow up was outstanding and quick.

Great experience from start to finish. Chase walked me through the entire purchase and assembly process. He also answered several technical questions before assembly. The pergola is extremely sturdy and looks great!

This review is long overdue, but I hope it is useful to someone considering the same.

Our Luxury Pergola exceeded my expectations in every way. It was the culmination of a nearly 20 year search for our "ideal outdoor space" for our home. We had considered any number of options, and even had at least 3 different architects draw concepts for the space. In the end, we decided that those concepts were not really a good fit for us mostly because they had fixed (flat or pitched) roofs that we thought would make our kitchen darker.

They Luxury Pergola seemed ideal because the louvers can be opened if it limited the light, but we also opted for the white finish, which reflects a lot of the light, so we have not opened the louvers as much as we thought we might.

They other major win with the Luxury Pergola is the design and construction. The powder coated aluminum is the ideal finish for our water front property, and the column and beam sizes give a very sturdy (beefy) aesthetic which appealed to my engineer trained eye.

The assembly was pretty straightforward, and with the exception of digging the (rather hefty) footings (for hurricane wind upload resistance), I completed most of the build with minimal assistance. Speaking of hurricane resistance, the Luxury Pergola was one of the only vendors I contacted who had a solid "yes" to my question about Miami Dade code compliance.

Where I did get assistance was from Chase, our sales/support rep at the company. He was always there to answer my numerous questions about assembly details, but also to provide insights about some details on placement of crown molding, etc. In particular, he provided wonderful guidance on lighting, when he suggested putting LED strip lighting along the inside of the gutter and reflecting it off the underside of the louvers. It looks awesome at night!

Many thanks to all the folks at the Luxury Pergola for designing, manufacturing and helping us achieve our "ideal outdoor space".

John Lynch

I wanted a top quality product and this it it!

High quality project with ease of installation and simplicity of design. Looking forward to many years of enjoyment.

I worked with Mark Haslem and he was very responsive and answered all my questions. He helped with the design and gave useful feedback. Looking forward to receiving the pergola next month.

I was impressed by how well engineered this pergola is. The instructions were clear, and the components fit together perfectly

Excellent support thru the entire process from ordering to shipping to installation!!
Chase Bess was awesome keeping me informed and answered all my questions very timely.

The customer service rep Mark Haslem was excellent, and the product is working as expected. The over the phone installer was a great help in assisting with the installation.

I would definitely recommend the company to anyone looking to purchase a steel customized pergola

Great Job,

After extensive searching and research, we decided on The Luxury Pergola, primarily because they offer customization of both height and size (up to 12×24), which was essential for matching our window height and maximizing our lake view. We were also impressed by The Luxury Pergola’s strong wind resistance and snow load specifications, and the fact that everything is made in the USA.

When we contacted the company, we spoke with their Design Consultant, Mark H., who was wonderful—knowledgeable, patient, and highly responsive. He answered all of our questions, guided us through the ordering process, and emailed us a detailed parts list for review and approval, incorporating the changes we requested.

We placed our order on 11/13, and it was delivered on 12/9, which is impressively fast for a customized pergola. We plan to install it over the next few months, as it’s winter here in Michigan. When the snow arrives, progress tends to slow—especially on a windy lakeside 😊.

We will update our review once the installation is complete.

Mark Haslem helped me out a lot. He did an excellent job of explaining the product and offered to defer shipping to a later date.

-Greg C