I liked the overall product well made…
I liked the overall product well made although glad we got someone to build as instructions not overly clear and needs 2 strong people to hold parts.
What i dont like is they missed the decorative panels abd heater off our order and we've been waiting months. I think they have a real supply chain issue.These can be added after so we had it built as had installers booked. Obviously it's still not the finished article as decorative panels will go across the back.
Customer service mainly by instant chat bot think it's offshore and just get stock response ie we're sorry..we will chase. You will get missing articles when we get them. But every week the date changes. Unacceptable and frustrating. To date we still haven't got missing parts and first ordered last sep/Oct.
Reply from Hygge Pergola
Thank you for your feedback and for your positive comments on the quality of the pergola, we’re really pleased to hear you’re happy with the overall product.
We’re sorry to hear about the frustration caused by the delay in receiving your remaining items. These delays have been due to logistical challenges, and we appreciate how disappointing it is when dates move. Please rest assured we’re doing everything we can to get the remaining parts to you as soon as possible.
We’d also like to clarify that our live chat is managed by our customer support team, not a bot, though we understand how templated replies can sometimes feel impersonal, especially during delays. Your feedback is valuable, and we’re reviewing how we can improve communication during situations.
Best
Hygge Pergola Team