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Our rep did not tell us it would take 8-12 weeks to get our product until 3 days after the order was placed & pd for. We asked for shipping information several times with no response-had to finally call. They refused to cancel our order and refund our money. We had to file a dispute with our credit card company to finally get it resolved. Very poor service. But our new Marygrove awning is spectacular!!

I called for info, I got a person to answer all my questions. He said when I had more questions to ask for him and they would get me back with him. I did call several times, because I am a woman, I had several more questions and he answered each one. He never pressured me into a fast sale. He was very patient and said when I was ready to order he would help me with all my questions. He said if I had any problems when I received the shipment or any parts missing that I could call him and he would everything right.

I can't comment on anything yet beyond the ordering experience that we have had with Hanso. We started with several higher end pergola firms and began asking questions to narrow down our option. We were lucky enough to get Suman Khurram as our sales advisor. She was absolutely FANTASTIC. With every question, every change in what we considered, every option combination that we asked, she jumped on it. She would have us revised quotes and ideas to us in minutes. When it came down to the two finalist company choices, she was tremendously helpful getting us exactly what we were looking to achieve. Her customer service and care was so good that we were willing to pay almost $1k more for the Hanso pergola than the other one which was almost exactly the same build quality with the same options. Our hope is that the remainder of our customer experience is as great as it was dealing with Suman. If it is, it will be well worth the extra money spent. We will have to comment on that...the delivery and product experience in a couple months after we get it all set up. In the mean time, we are keeping our fingers crossed that the remainder of the Hanso experience is just as great. More to follow.

I am the architect who recommended Hanso pergolas for my client and your sales person was all too helpful at the beginning. But after my client signed the contract, he became arrogant and rude in his correspondence. I was embarrassed.

On the other hand, your tech team representative was extremely helpful and very patient with our questions and concerns. He answered all of the questions and helped with identifying items that were not fire resistant in our order, something our building permit required.

Our pergola are scheduled to be delivered in a couple months and I am holding my breath that all goes well with their assembly.

Ray was very helpful in getting my questions answered. One suggestion is to have at least one picture on the website with the awning folded up so we can see what it looks like when closed.

Hanso has mislead me throughout the purchasing and waiting for delivery process. Hanso sales person spoke to expedited order that then became 10-14 weeks for a shipping date (not delivery date and unable to tell me shipping from where and appx how long). Ken from customer service appears to use canned AI responses that are full of insincere apologies and do not address the issue. 2x has made commitments but never follows up. I then get automated response that my ticket has been resolved and closed. This is 100% bait and switch, they had my $$$ for 2 months now, and Hanso keeps trying to sell me additional items without delivering on current commitment. 100% tone deaf responses. You can find anyone to speak with live. I would not recommend Hanso for any purchase at this time.

They have an exceptional product, the pegolas look fantastic, and response to any questions or issues we had were resolved in a timely manner.

Fast and efficient. Kyle was friendly and personable and answered all my questions. My installers were great

The three guys who helped me assemble my new Hanso pergola were amazed at the quality and workmanship. Every bolt fit perfectly. Even the packaging impressed them: despite having sat out in the Michigan weather for 4+ months, every component was clean and dry. Three hours, and we now have shade and a neighborhood full of admirers.

Called with a question about purchasing a screen for my pergola, Craig was extremely professional and helpful

I had several questions regarding this purchase. Suman addressed each of my concerns completely and very quickly. Totally impressed with your company so far!

The quality of our pergola is excellent and the installation process went smoothly.

I made the decision to purchase a HANSO pergola one day after seeing an advertisement that piqued my interest. My wife had been interested for some in a covered deck as we entertain well into the fall months in the Pacific Northwest!
I found the HANSO website very thorough with pergola selections and most importantly for me as an engineer, detailed measurements to help me determine installation requirements.
From the day I communicated with the sales team to the completion of the self installation of my pergola, HANSO was always by my side with very competent support.
The pergola and accessories are carefully packaged and shipped with great care to ensure damage free delivery.
Great thanks to ALL of the HANSO team in making my purchase a exceptional experience!

The ease and clarity of ordering, the outstanding quality of the product, the ease of putting it together and the customer service. It did take a long time to get delivered but the company rep kept in touch with me.
When it was late they gave me a very nice gift certificate.

After extensive research into pergola manufacturers, I purchased my first Hanso Pergola 3 years ago. This went into a coastal environment that experienced harsh weather and the ocean air. It held up and worked like a charm.

I am now making my second purchase that will go into a mountain environment, I have total belief that it will work fine.

The company's support in answering questions has been great, and the people are super to work with.

Just curious what everyone thinks. How long should it take to get an order update, for an order that should have been already delivered? Hansø hasn't been able to answer me 5 days. They answer the phone, say they're sorry and you're 1st on the list to get called back. Only they don't call back. They did reply to a FB comment and assured me they were looking into it. Still no answer. BEWARE. Awful customer service. Cancel my order and refund me!

It was definitely worth the wait! We could not be happier with the Hanso Pergola! I am a GC. I am glad I decided to use the Hanso white glove installation team. They were in and out on in one work day. Seeing all the parts, that would have taken me a good bit more time. I love the motorized shades and lights. Top notch. They were onsite to install within a couple days of receiving the unit. No missing parts. No hiccups. Very very very impressed.

Very accommodating and professional.

Poor customer support,

The customer service was top notch. Had a consultation call before placing my order to go through the options and details. I feel very confident going forward with such an expensive order.