Order: DE41477

We were going to buy two Pergolux pergolas. After discussing it with sales, we decided to start with one, then decide whether to purchase the second after assessing the quality of the first.

- 11.03.2026: Paid €11,000 and placed the order.
- 17.04.2026: Pergola delivered. I had to take time off work to help offload the pergola.
- 17.04.2026: Contacted private contractors to assemble it. A few minutes into the assembly, it turned out that the pergola sent was the wrong one. The measurements did not match the terrace it was planned for.

After some back and forth with Pergolux and the shipping company, it turned out this was certainly the wrong pergola.

- 20.04.2026: The shipping company reached out and confirmed that Pergolux had mixed up the addresses. Our pergola was delivered somewhere else, while we received someone else's pergola. We then had to repack it.

The shipping company said they would send another driver to deliver our pergola and pick up the incorrect one. However, I would again be required to help unload the new pergola and load the old one.

- 20.04.2026: Complained to Pergolux about the unprofessional handling. Radio silence.
- 21.04.2026: The driver arrived at 7:00 AM. He saw the amount of work required to unload one pergola and load the other, and refused because this had not been planned. After some back and forth, we both got to work. Thirty minutes later, the job was done, and we were both disgruntled.

The private contractors had become fully booked, and their next available appointment was 10.06.2026.

- 10.06.2026: Assembly was almost complete when we discovered that the pergola lamella was missing a crucial part needed to place it on the rails.
- 10.06.2026: Contacted Pergolux to report the missing item. Wasted money on contractors again.
Radio silence.
Radio silence.
Several calls, emails, and support tickets later, Pergolux finally responded 7 days later.
- 17.06.2026: Pergolux responded and asked for images, even though they had already been uploaded. I provided them again.
- 18.06.2026: Pergolux said the case had been forwarded for investigation.
- 24.06.2026: Received an email confirming that the spare part order had been created.
- 25.06.2026: Received a shipping status email stating the item was ready to be sent.
- 28.06.2026: Today, while writing this review, the tracking status still says the order has not been shipped.

Worst experience ever. It ruined our summer, ruined our plans, cost us time, and cost us money. We have no pergola during the heatwave.

We are 85% assembled, and yes, the product looks okay. However, I have completely lost faith in it because the after-sales customer support is practically non-existent.

I did not want to bring this to Trustpilot, but for God's sake, where is the goddamn spare part? This is for a brand-new pergola that has never been used.

We are now back in the market searching for an alternative provider for the second pergola

I had a very positive experience with Benjamin Hafidh. The consultation was professional, relaxed, and pleasantly non-pushy. He took the time to understand my needs and provided helpful advice without being intrusive.

The quality of the products/services was solid and convincing. Benjamin Hafidh was friendly, reliable, and highly competent throughout the entire process. You can clearly tell that he knows his field and values good customer service.

Overall, a great experience — highly recommended.
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Ich wurde von Benjamin Hafidh sehr angenehm und unaufdringlich beraten. Besonders positiv fand ich, dass auf meine Wünsche eingegangen wurde, ohne dabei aufdringlich zu wirken. Die Qualität der angebotenen Leistungen bzw. Produkte ist solide und überzeugend.

Benjamin Hafidh war jederzeit freundlich, zuverlässig und kompetent. Man merkt, dass er sein Fach versteht und Wert auf einen guten Kundenumgang legt. Insgesamt eine sehr positive Erfahrung – gerne wieder.

Overall a Top Product!!
- perfect designed, very precise in every item
- easy to assemble
- a perfect look with great features

....and the after sale service is also competent, quick and helpful,
Thank's again Nick, I appreciate your help.

From the order to the delivery, the assembly, a complaint and a reorder there are no complaints. The quality is top and we are very happy to have chosen Pergolux.

The build quality of Pergolux is very good. All the parts fit together easily and the product looks great.
Additionally the customer support answers quickly and is very supportive.
Can recommend!

It is a big decision and a lot to spend on an internet purchase so initially we were worried. But all our worries were laid to rest as any difficulties we encountered were solved and all our questions were answered.

We decided on Pergolux after lots of research (and seeing the trust pilot reviews:)). I signed up for their mailing list and once we saw there was a sale, we decided to go buy one. We had quite a few questions and Anna from Pergolux always responded kindly and quickly. After successfully purchasing online, (we had to split the order in 2, Pergola and Rollos separately, because of our credit card limit) there was an issue with our order. Pergolux apologized and fixed the problem immediately. We couldn’t be happier with Anna and our purchase experience and look forward to enjoying some shade.

The construction is solidly built.
Solid and massive appearance that gives the impression of a premium product. Very easy to assemble for someone with technical knowledge

Update August 22:

After I wrote this review, customer support in Germany have contacted me and told me when my missing part will be delivered. So I now have some hope that I will be able to put it up the pergola and secure it into the ground in september, well before the Swedish winter storms arrive.

Review August 13:

A pergola was ordered SE2235 and paid for in March to be delivered in April. It did not arrive until late July. I got a 3% price reduction as compensation for the delay. So far so good.

The product looks good in real life. It is however a bit more difficult and time consuming to mount the pergola than they claim.

After delivery it turned out that the LED-ligths were missing. Even worse, a small but crucial detail was defective and could not be mounted. So I had to interrupt my work.

One would expect that replacements for defective small parts should be sent to customers at once. After all, it is very frustrating and potentially expensive to be forced to interrupt the assembly procedure. However, a week later after several attempts to contact them, the friendly chat support people say that the replacement part has not been sent yet, and that they still are waiting for answers from the warehouse as to when this will happen. Nor can they deliver the LED-lights promptly or tell me when they will arrive.

Excellent overall build quality and design. The installation is not extremely difficult and can be done by 2 persons and not necessarily professionals. The wall mounting is however trickier than the 4 stands pergola, especially while fixing the slabs altogether on the wall side.

Delivery times are unbelievably slow and customer service is, to say the least, confusing in its answers.
I paid for a pergola in January 2024 and agreed for an April/May delivery. The delivery was postponed twice.
Last week customer service told me that the pergola was on its way to be delivered. This week they told me that it is out of stock and maybe I can get it at the end of June or July, without providing a specific date or at least week.
Clearly the company is unable to satisfy demand, and is unable to manage the communication to customers.

Stay away if possible. Spend a bit more money and work with a more professional company.

Service was great and I was impressed with the quality. Delivery was unfortunately delayed but we eventually got our Pergola and screens and built everything up in one day. Would definitely recommend

delivered just over 1 week great customer support great looking product well designed instructions could use a little help but overall product was outstanding staff totally supporting pictures will follow if allowed, beautiful addition to our home

Absolut zufrieden