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I was called several times by the salesperson and he was friendly but very demanding on immediate confirmation on sale. I have been researching this product for over a year and was interested but not impressed buy the pushy sale.

From the first contact all the way through to ordering and providing installation details Kyle and Hanso have been excellent.

This experience has been so frustrating. My company is adding a pergola to our courtyard. My boss said to get it from here. My sales person was very responsive at first then he must have left the company and suddenly I was alone in the process. Every time I called customer service they said, "10-14 weeks" as in "Take your best guess!" and sent emails saying "we'll alert you every step of the way!" Baloney. Today (13 weeks), I called and they said "Oh it's shipped!" What in the world?! That seems like something you should have told me! Their carrier should call next week to arrange delivery. I hope they do but I am livid about this total and complete lack of communication. I am using my personal email with this review so my company doesn't have a target on their back for some reason. I can take the heat.

I don't typically leave feedback but I feel my experience to this point deserves one. I have wanted to build a sheltered area next to my garage for awhile now. When I saw their ad on YouTube I was intrigued. I checked out their website and had questions. Sent emails that were answered quickly. One phone call later and I have all my questions answered. I'm now in their manufacturing que. I provide an update once it is installed

I spoke with Kyle in Hanso customer service and he was excellent! Due to the HOA denial due to color, I had to change the order to reflect a color change. He was professional, kind and very helpful. Also, even though it is still early in the process, thanks to Hanso for allowing me to change the order!

I placed an order with a sales representative. He offered split payments: the first payment was due at the time of the order, and the second payment was due when the order shipped. A week later, I received a request for the second payment, which I paid, but then they disappeared. Nobody responded to my numerous requests for updates on the delivery date.

After sending several emails, another customer service representative confirmed that my order was still in the manufacturing stage and wouldn't ship for another 10 to 14 weeks. I canceled the order, and they assured me that I would receive my refund within 14 days.

25 days have passed, and my refund has still not been processed by Hanso. According to customer service, they have a limit on the number of refunds they can process each week, and there is no information on when my refund will be handled. This was a purchase of over $16,000. Ridiculous.

Wrong information provided while ordering the product .
Forcing to pay whole amount before get the product delivered which is completely opposite what the sales person said while ordering.
John Paul was the sales person who provided the wrong information and broke the customer trust.

Laura and her group are very professional and knowledgeable to coordinate
Specially Raph, Ken and Kyle

Thank you for your hard work

Ken was great and solved my problems right away. Looking forward to working with you guys

Every step of the way a knowledgeable Hanso representative has been able to guide my wife and I through the process. Specifically, Kyle from Hanso has done a tremendous job with communicating with us and providing exceptional customer support. Our pergola hasn't arrived yet, but if the support we've received in the past is any indication of what is to come; I'm sure it will be above expectations.

Kyle in customer service did a great job at getting me a promotional discount. He said he would get back to me in 24 hours with updates and he did. I was in sales most of my career and I know the importance of keeping the customers updated with prompt, courteous information.

I would recommend Hanso to my friends.

From the moment I contacted them, they were responsive; every phone call was answered by human and every email got response. The team was friendly and knowledgeable. Kyle did a good job resolving order issues I had.

Great product was a straight forward assembly process. It was heavy (13x19) but very solid once assembled. Percision milling and quality hardware made a solid assembly.

Kyle has been wonderful to work with regarding my request to have Hanso send replacement speakers. I received white bluetooth speakers rather than the dark gray (to match my pergola) which I had ordered and Kyle has been in touch with me, asking for photos and additional information so that he can get my issue resolved. I really appreciate Kyle's tenaciousness, kindness and attention to this.

Hello!
My name is Maeve Rochford, I have owned my restaurant & bakery for 16 years- and the time came for expansion. I ordered a custom pergola in August- the next week I diagnosed with Stage 1 Colorectal Cancer and told my Kidney Disease MPGN was back and I was in stage 4 failure. I had surgery the very next week- my salesman Raul was so understanding and told me focus on my health. Then I get the news I need more surgeries and this will be a while of health changes.
Ken was so helpful- in finding my order , being patient on the phone , letting me know what could be refunded- how it would be refunded- made sure I received an email- waited till I was all squared away, I have surgery now on the 22nd of December, the anniversary passing of my dad is the 21st and I own a restaurant so literally we loose money from Thanksgiving to next week- the. Hopefully is all comes back covered in elf glitter-
I can tell you this is by far the worst year of life - health wise obviously but also daily stress, daily changes, products changes, tariffs, I have felt the world on my shoulders-
So to cancel the one thing I was looking forward to - the big expansion- broke my heart. But honestly Kens help and kindness restored my faith in humanity, made me feel it’s somehow all going to work out — and I might only have like 100k followers by I’m going to tell all of them what an amazing coming you all are- and as soon as body gets its act together o building that expansion and your pergola will be first!!

The salesperson was very knowledgeable. He answered my questions and helped me with the order process.

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.