Reviews

I see all of the reviews here, a little too late, from people regarding experiences with Hanso pergolas. I wish any of you seeking refunds the best of luck. My experience was that I was charged more than $3,000 to return a pergola, which I never even took out of the box. Like many other people, I called (and e-mailed) customer service numerous times and had an extraordinarily difficult time communicating with anyone. I will say that I had a very easy time making the initial purchase and paying for expedited shipping, costing a total of over $9,000. I have no idea if all of the parts were correct in the (unopened) boxes because it turned out the specs of the pergola I ordered wouldn't work on my project site once we started to build the rest of it. (My error, because septic pipes needed to be re-routed.) Nonetheless, I was told I would be charged 15% of the original cost PLUS another $1,800 for simply returning the product?! It's been two weeks since the pergola was picked up by shipping and after asking several times (and finally getting an answer that didn't sound like AI) all I've been told is that I would get the remaining refund ***** days after the product arrives at their location, whenever and wherever that is.

Hanso runs an incredibly dishonest business. They are very responsive in the sales process but once they have your money they transition you to a service team that is unresponsive and does whatever they can to avoid concrete answers. We first experienced a nearly 3 month delay for delivery of our order, and are now struggling to get a response on how to return one of our items that is unopened. On top of that, they are quoting a charge that is 90% of the original item cost for return shipping and restocking - a fee that is incoherent and predatory. They were quick to quote that rate, but will not respond with logistics to return even if we accepted that rate.Avoid at all costs!

Ordered a standard pergola in June. Received a couple of emails indicating progress on my order . After hearing nothing more for 12 weeks( delivery estimate was 8-10 weeks). I contacted Hanso by phone but was never able to speak with anyone. Instead I received email correspondence and determined there was no eta supply chain blah blah blah.I requested a refund and after several back and forth emails was told I would receive a refund for the full amount. That was over three weeks ago. I only get a response when I email and the emails seem very canned. Ive been told to again wait another 8-10 days for a refund to my account, but Ive lost faith that will actually happen. Feels like Fraud at this point.

IS THIS COMPANY A SCAM??? Be aware and be careful!!!! We ordered a double pergola with shades and heater in April of 2024. They said 10 weeks, the most, to get your order. We received the pergola in August. It is now almost October and no sign of shades or heater. If they tell you 10 weeks to get your order, don't believe them. We are still waiting for the remaining items in the order. Talking to someone in customer service after the order was placed, it's impossible!!! Good luck! Emailing someone, possible, but be ready to wait a few days to get a response. And when a response comes, there is no information in it, that could give you some hope that maybe one day you will get your product. I have gotten the same " As soon as we receive the tracking information, we will promptly share it with you." I don't need that. I can see myself when a tracking number is available on the account. My mistake, I have not read all these reviews on BBB website before I decided to order from them. Very disappointed and not sure if we will ever receive the rest of the order!! I DO NOT RECOMMEND THIS COMPANY!!!

I ordered the 10x10 pergola in May of 2024. The sales process and delivery were pretty good. I realized the pergola louvers were missing the plastic rollers required for the roof to function. I tried contacting customer support via phone and email for several weeks but have yet to be able to connect with anyone. Finally, after dozens of calls and emails, I connected with customer support folks. They promised me shipping information for the rollers in the next day or two. We have been exchanging emails for over two months now. It appears that Hanso is not in control of their manufacturing process. In every communication, they keep telling me that they will get it out to you in 24 hours and to please accept $350 dollars for the inconvenience. I have requested a full refund, and Hanso stopped responding to me. I have pictures and all the email communications with them regarding this matter.

If you can accept that good things come to those who wait....then 100% get a pergola from Hanso. They are up front about projected delivery time, but also do provide updates along the way via email. Their customer service team responded to any/all questions I had (including sending assembly directions ahead of delivery). The quality of my 13x13 wall mounted pergola was actually better than I expected - my wife said i should have expected perfection, but I have not always had the experience with other large purchases. Specifically, the parts arrived well packaged and without as much as a scratch, the pieces were machined to perfection, all the pieces were strong and heavy duty (no weak link i could find). I installed myself with just a little help from my wife and daughter on a few of the larger pieces. If I could go back in time, I would 100% buy again...however I would have ordered sooner.

Im very disappointed with the customer service at **********************. The sales department has no problem communicating with you to get the your hard earned money but once thats done. They can no longer assist you because thats another department. I called the original number to follow up and one gentleman cut me off and stated he didnt want me to waste my time explaining my grievance because he couldnt help me, he would transfer call or leave them a message. I ordered my pergola and accessories on the same day back in May. I received pergola at the end of July. Im still waiting on the side shades that were ordered. Ive reached out to the Hanso team and no one answers the phone. You have to leave a voicemail with your name and number. They obviously have caller ID and they are very aware that I am calling thats why they dont answer and let it go to voicemail saying that they are extremely busy and they will get back to me within ********************************* yet, Ive only received generic systems generated from **** stating I can call her and when I do, its all the same (Voicemail) text message saying that they acknowledge my communication. I call every day. No one answers my call. Poor customer service. I wouldnt recommend. One star was given because its required. Zero stars is my true rating.

I purchased the largest pergola they sold back on March 8th. The time line then was 8-10 weeks for delivery. We figured best case we get it for memorial weekend worse case we have it by ****. Again and again and again it was delayed. The whole summer has gone by without a pergola we spent 10K on. I personally asked **** about delivery and he said we like to under promise and over delivery. He assured they stated and posted delivery *** line was in fact true. This is a complete lie. I told ******** that we were going to ****** and it could not be delivered past the date of July 12th because we were leaving the country and live in downtown *******. Of course we get a call while in ****** that it's now in the ** and when can it be delivered. I said we would be back on July 29th and can receive then. When I got back and it wasn't delivered on that date I called and was told it has gone back to the shipper. After waiting months past the promised ship date the pergola was sent back to shipper and left the us because I was in ****** for 12 days. Now, after many calls and email I haven't heard a peep from **** or ******** and still have a 10K charge on my card. I urge you. Do not buy from Hanso. The worst is still receiving the laughable texts on the sales and quick delivery. Next move is having my cc dispute and going to BBB.

To quality product and excellent customer service. Wasy to assemble and zero missing hardware. Highly recommend Hanso for your Pergola needs. You will not be disappointed!