Hygge Pergola Reviews 

Firstly the pergola is excellent, extremely well made, good instructions, and really good quality parts snd fittings. It all came boxed to withstand an apocalyptic event. All the boxes and content were clearly numbered and identified. A bit fiddly to assemble but not hard.
I was short of a packet of screws which were sent out to me (that said i had no reply at all to my email so i sourced some myself and then they arrived in a packet two weeks later with no paperwork or prior notification). Getting their customer services to change the address which was logged incorrectly and then used for the couriers was painfull and frustrating but after a few calls it arrived ok. In summary a first class product well worth the money and highly recommended let down only by some odd (rather than poor) customer service.

The product was delivered damaged and could not be installed. I have had no contact for 16 days unless I have chased them, they rarely answer the phone. Online chat is awful. They just blame their contractor SGK, and say they will get back to you, they never come back to you. They don’t acknowledge or deal with formal complaints either. Do not use this company.

DO NOT USE THIS COMPANY! They are not genuine!! Ordered a pergola 17th may, still not received it even thought it was supposed to arrive by 1st June! Have to track money back from credit card company.
The reviews are not all genuine. Some people are reviewing items every year! Who buys an aluminium pergola every year??! The company haven't submitted a tax return this year either!! Don't be fooled by the 4+ star reviews!

Great staff from sales through to delivery, we lost some of the parts and they have been great in sending replacements out quickly. Pagola is now up and we are really happy with it.

I strongly advise against using this company. Their customer service is non-existent. I purchased a pergola from them and received it after four weeks. After numerous phone calls, I finally secured a date from SGK to install the pergola, which I paid £800 for. However, I was informed that the post lights I had ordered and paid for had not been delivered. After further emails and phone calls, the post lights were sent to me and I was told I could install them myself as they are magnetic. However, I am aware that a magnet will not connect to aluminium. After more phone calls and emails, I was told the team would call and fit the post lights. I am still waiting. I have now requested a full refund of £199 for the post lights. let see how long this takes

Beware if you are buying a 4x4m pergola from this company. The pergola supplied does not look like the images advertised on their website. The pergola has a pitched roof with the central beam several cm than the side beams meaning that the louvers are slanted. It is also missing drills holes and screws to fix the middle beam to the frame. Customer services just says that "its new design" to allow water to drain.

There is lack of communication from both Hygge and SGK which is frustrating. I'm still waiting for the 4 metre blind as it was out of stock even though I ordered the pergola months ago . The team that installed the pergola have done an excellent job . The pergola itself is of a very high quality and looks absolutely lovely , a great enhancement to my garden . The lighting system is great as is the heater . Thankyou to the installers

Very pleased with the build quality and service provided by Hygge Pergola who provided and arranged installation of a pergola over my garden patio last Summer.
Many helpful accessories - particularly a sturdy roller blind feature - that I can easily pull down on one full length side, when required, between two corner pillars, to act as a sunshade, providing shade when the sun is not directly above your head. A game changer, being able to return it fully rolled up within seconds.
Along with a slatted roof - easy to adjust from waterproof to vented air , with a few rotations of a handle.
A variety of tastefully designed panels, I like the fern design, can compliment other sides should you wish.
A complimentary electric heater was a free addition when I ordered.
Pillars bolt into concrete for reassuring stability. I chose to pay for installation, with 2 guys impressively erecting the pergola in just a few hours. My guests are very impressed ! Thank you

I am writing to formally echo and escalate the review left by my landscaper regarding our recent order placed at the end of April.

After waiting six weeks for delivery, the product arrived with two damaged louvers. Since then, my landscaper has spent over seven weeks persistently attempting to resolve this via both phone calls and emails. To date, there has been absolutely no response or resolution.

Regrettably, my experience aligns with numerous other recent reviews highlighting a severe lack of customer service. I expect the company to contact me immediately to arrange for replacement parts. Promptly rectifying this issue will go a long way in restoring goodwill.

Absolutely terrible customer service the pergola arrived damaged over 6 weeks ago I’m still calling them up everyday chasing what’s going on to which all I get from Sue who answers the phone is I’m so sorry I can’t give you any answers all she says is she’s messaged the relevant departments but no one is getting back to her that’s the only answer she can give me what sort of a company is this took my £8000 and now they can’t be bothered avoiding at all costs I’m now thinking of going down the legal route as still after 6 weeks I’m still none the wiser as to what’s going on also requested a manager call back 5weeks ago no call back still waiting

After doing quite a bit of research, we decided we liked the Hygge pergola, as it seemed good quality and came from a small company that had good reviews.I asked lots of questions before placing the order, and they were really honest and helpful, especially on the construction side as we intended to put it up ourselves. It was delivered on time (took approx 6 weeks) and all components were there. We erected it on a weekend, the instructions were brilliant and really easy to follow. It took 3 of us a whole day to erect it and I have to say, we’re really thrilled with it. It looks great, is of very sturdy construction and the materials are really good quality (much better than any we saw in garden centres that were very expensive). Looks great when lit up at night and useful to be able to open and close the roof. I really liked the fact that you could customise the pergola to your own needs - eg order the ideal number of decorative panels depending on your needs rather than just buying a kit and not using half of it. Based on our experience I would happily recommend Hygge, they were friendly, helpful and professional and always communicated with us when we had queries, which made the whole process easy. Thank you!

Great attention throughout kept us in touch with the delivery and the product cannot be faulted we are so pleased with our pergola.

Searched for hours for the best pergola deal online with the fastest service but unfortunately I chose Hygge over other suppliers because of the custom pergola design, the overall experience has been far less smooth than expected for the price.

• Pergola was delivered, but I had to chase for installation updates myself as was just fobbed off over emails and told it could take up to two weeks more after delivery for installation. This is not mentioned on their website. When I contacted SGK directly, who were actually very helpful I was told there was no active installation job assigned to my order and they were awaiting instructions, where hygge had already told me they had processed this.

• Communication was poor throughout, with little proactive information provided and unnecessary delays caused by a lack of coordination.

• Customer service was disappointing. Rather than feeling supported, I felt like a nuisance for simply asking for updates.

• Responses often came across as unprofessional, dismissive, and at times bordering on arrogant or snarky without being openly rude.

• With so many other pergola companies available, I would not use this company again and would not recommend them based on my experience so far.

• A reminder to the team: customer service is half of what you’re selling. A premium product should be matched by a professional, responsive, and customer-focused experience.

We received the pergola in an expected timescale and it was well packaged and labelled. The pergola took a bit of erecting but now it's up looks great and does the job.

Pergola delivery overdue and no contact since ordering. Have chased twice and get the same response that I will hear when it is dispatched. Advisor on the chat option says ‘it is an internal process’ and she has no way of speaking to someone.

Asked to speak to a manger and was told ‘our managers don’t take inbound calls’.

After a little bit of back and forward it was clear that the poor customer service staff member had no more ability to gain clarity on my order than I did, only being able to reassure me that there was an internal process but no, she couldn’t find out any more, or speak to anyone, or give me any other contact details - or anything else at all for that matter.

So it seems that there is little interest in customer service and clarity on order progress once you have paid - a brick wall, and a situation where as a customer, I should be happy with some vague promises of ‘it will be dispatched soon and you will hear more then’.

Businesses earn the right to sales and profit from these through great service - this one doesn’t.

Maybe consider this if about to order with them.

I find the staff extremely helpful and very friendly and the coffee in here is excellent and find the atmosphere very relaxing as it helps my autism and adhd and finally just would like to say thank you to all the fantastic staff at HYGGE WOOD HOUSE LANE LEEDS SHOP. Xx

Ive recently had my Pergola delivered after waiting over a month longer than promised. Im currently waiting for delivery of a Blind that is "In stock" and ordered 5 weeks ago.
I call most days and email and am promised the delivery will be "expedited" still nothing happens!
The phone is only randomly answered the service provided is not fit for prurpose so disappointed.

Great product, good quality and very robust.
Aftersales service was absolutely fantastic, we had a minor issue with the blinds and the company did not hesitate to replace them. You can't ask for better service. Would highly recommend this Company.

Pergola is a great addition to our garden and complements our garden room well.
Quite straightforward to assemble - just make sure you get the slats the right way up - read the instructions carefully.
The "free gifts" of chair and heater took a while to be delivered but got here in the end and are of good quality and worth waiting for

Really, really pleased with our pergola….it looks exactly as we had hoped and is good quality (at a much lower price than similar suppliers). Delivery came earlier than we had been told which was great. Instructions made sense and husband put it up in a day (which you can do if very practical, strong and you have the right tools, but would recommend 2 people).