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I ordered my pergola on August 10 and was told that it would arrive in "late October or early November." When I followed up in early November, I was told "there are no changes to the current schedule." It arrived on December 10.

The whole process with them was annoying. They provided NO information about the status of my order unless I asked for it. Really, I get 10x more updates on a $50 Kickstarter campaign than I got for a $7,600 pergola (which is actually not true because when you multiply 10 times zero, you get zero).

Right off the bat, I had placed and confirmed the order and after getting a text from them to confirm the order, I confirmed it. Later, I got a text telling me that I hadn't confirmed my order. Since I couldn't reply to the text, I had to email them to confirm that I had confirmed and they replied to disregard their message because my order had already been confirmed on their end.

With that order, I paid $195 for expert installation support because I'm installing this pergola on a roof and needed advice on attaching it. They wouldn't schedule a time for me to talk to the expert, so he just kept calling at random times--like when I'm in a meeting or driving. When I finally got to talk to the guy, he said he didn't know anything about installing their product on a roof, so there was $195 for nothing. I ended up consulting a local roofing contractor, who told me how to do it for free.

So you'll notice that this isn't a review of the actual pergola yet. That's because it's now freezing where I live, so my new pergola is going to sit in its boxes until spring.

The whole experience of ordering the Pergola and receiving it is great. Customer service is superb. They answered all my questions . The delivery was delayed due to transportation shortage. The packing was excellent.I did not see a scratch on any of the parts.
Very easy to install. I am getting many compliments from my friends. I recommend this Pergola without any hesitation.

I just spoke with Ken in customer support and he quickly helped with my issue. The heater that was sent with my pergola was damaged in shipping and Ken arranged for the return and a new one to be sent out in less than 10 minutes.

Researched Product details, quality rating, costs and then product reviews before contacting a Hanso product specialist.
John Paul was my product specialist, true professional with strong product knowledge and excellent friendly customer communication skill sets. John Paul, addressed all my questions and concerns, no pressure to purchase before special discount expired, allowing time to consider my Hanso product purchase. John politely asked if he could return the call or I could call direct for further assistance if needed. John's professional knowledge, customer courtesy sealed my decision with my follow up call with a few final questions prior to placing my order online which John offered to stay on the line, though not necessary it was seemed to be John's natural people skills at work. John the politely thanked me for my order and welcomed me to the Hanso family.
Thank you John Paul for taking my calls,your professional kind support was your success to Making The Deal!

John Paul made the purchase worry free!!
We’re so looking forward to have this installed!!
Great experience!!

Had a few questions regarding the pergola purchase and delivery. John Paul was very helpful with answering everything I was concerned about. I’ll add to this review when I receive the pergola and assemble it this spring.

Raul was helpful with the ordering process. He gave me information to help with my decision making.

Raul Flaga was very helpful and patient in providing the information we requested.

I have emailed to inform Hanso Home that I am canceling this order as it was placed back in April 2025.
I have not been kept up to date on the order except that the date keeps changing as to when it will be shipped out and when the delivery date will be. I have already requested to cancel this order and I would appreciate it if I get a response ASAP. I have contacted an attorney and reached out to BBB and other options if this continue to drag out. I have instructed the ABF shipping company not to receive or shipped to us as we have waited too long and the people that were going to install are on another job and the owner is going into the hospital for major surgery, and it will be March or April at the earliest before considering that they can install awning. I have received the instructions from Hanso Home as to what we must do immediately upon receiving the packages and we will not know if we have everything that we should have to install the awning and without the people that were going to install it we are not going to be held responsible! A total of 7 months and no awning as of Nov. 19, 2025. It went from 6 wks. to 8 or maybe 12 wks. and then it would be sometime in Aug. 2025 and now halfway into Nov. we may be closer to delivery date?????????????
CANCEL! CANCEL! CANCEL!

Earline F. Newton

After considering many pergola options I decided to go with Hanso. It is the best quality and easy to assemble, not to mention it looks great adding value to our home. I'm glad I chose Hanso!

Kyle located he information about my delayed order and followed up with an email.

We have a Hanso 13x13 pergola that we just love! We use it every day. Its strong and sleek in design. We receive compliments all the time and strongly recommend Hanso to everyone. We received a Solar Fay Lantern as a gift and its just gorgeous. Today I ordered a 2nd one because it just compliments our yard and the pergola perfectly. The customer service is quick and easy and all their products are top of the line. If you are considering a pergola, know you are getting a well built Hanso!

Great customer service! They look great and can be built by 2-3 people. Very sturdy and well built. The adjustable slats work excellent (just don’t over tighten during construction), sun shades work great too and are very sleek.

Overall the company was a good communicator. There was a period where tariffs (per the company) caused shipping uncertainly and the communication about shipping status was unreliable. Product seems to be a good value when purchased on sale. Installation seems difficult even for experienced contractors. The precision design is unforgiving (especially the sun shade) and perhaps a challenge for the direct to consumer / DIY buyer. Product should be a durable solution for years to come. Glad we did it.

Kyle was extremely helpful in making sure the sun shades would be appropriate for my Master + pergola. The whole family loves the pergola. Thank you!

We had a great consultative purchase experience with Hanso. Our customer service rep and his in-depth knowledge of the product, color schemes and installation process gave us great confidence in the fashion and fit of our pergola. We love our pergola, it is sturdy and it is apparent how well it is made. We have no doubt this was made to be our forever Pergola. We decided to order a screen shade as well to give us additional privacy. Highly recommend Hanso. Great experience

This review is for customer service as I have yet received the product. John Paul,was very helpful in answering all of my questions and getting the order correct for what we wanted. Hoping the delivery and the install go as well.

Hanso has a great design to their pergola, as well as precise engineered pieces that fit well when assembling. All elements of the finished pergola, from the columns, to the support beams, operable louvers, rain gutters, and sunshades are designed very well and fit together extremely good. All fasteners were included in the packaging, as well as extra fasteners, etc. The only recommended changes would be a cover plate to hide the fasteners on the column base, as well as custom column lengths ( I need a 10 x 13 to be 20” taller, so I constructed my own column bases-see video)

Best pergola ever. Our handymen have installed many pergolas similar to this one. They said it was super easy to put together and was only missing two of the concrete anchors. They had some on their truck, so no big deal. In fact, one of them was thinking of ordering the 10 x 19 to use as a carport (and sometimes picnic pergola) at his house. It did take a long time to receive it as noted by others, but additionally I agreed after a while to let you ship it even later for a gift voucher. Thank you.

My experience with Hanso Home has been top notch, from the moment I began searching for a pergola for my home, Hanso has stood out as a customer supporting team. As I was ordering I was informed that I was eligible for the sale prices which enabled me to purchase a couple extra pieces.

The Pergolas (I ordered 2) arrived at my home packaged very securely. There is a lot of packing materials and cardboard. The instructions were very good but a little confusing at times. I enlisted a couple friends to help construct them and we had both built within a hot summer weekend.

I originally only ordered 3 side shades but then since I was so impressed with the quality I decided to go back and order a 4th on to complete my patio.

My only draw back is the length of time it takes to receive the order. I understand that everything is made as ordered, impatience gets to me at times.

I have received so many compliments on my pergolas and share Hanso home website to as many people as I can. I highly recommend and appreciate this company.