Very helpful and knowledgeable staff Very helpful and knowledgeable staff. They made the process of purchasing an expensive, custom made product easy.

Patrick Hill and the YouTube videos Patrick Hill and the YouTube videos. Patrick went above and beyond the call of duty to get us the answers that we had before purchasing the pergola. He was super responsive and very thorough. Thank you Patrick!! Also, the YouTube videos are Very Informative, it was the videos that sold me on the product.

The Luxury Pergola Stands Solid Let me start off by saying that Patrick Hill is the star in my pergola buying experience. His personalized attention, patience, sense of urgency, and a clear understanding of the value of post-sale customer support make his service extraordinary. I was in the market for a pergola last year, when I came across multiple videos of this product on YouTube. What stood out was the sincerity and authenticity with which the information was shared, combined with easy-to-grasp product comparisons and explanations of wind and snow loads etc. However, I didn't have the budget and went the cheap route - had issues right from the beginning, culminating in an emergency replacement need. I researched multiple products, but kept coming back to the value proposition of The Luxury Pergola. Both brothers are crystal clear on what the objective of their product is - sturdiness, durability, and reliability. Given that my backyard is a wind tunnel, that was quite important to me. What sold me in was 4 factors: 1) Patrick - Prompt, responsive, and willing to answer every question with patience and clarity 2) Free product sample - Confirmed what I saw the videos 3) YouTube videos 4) The non-corporate appoach and ethic - The interaction felt personal, non-judgemental, non-forceful, and understanding of the customer's thought process The packaging was stellar, and the attention to detail top-notch. Harrison's instructional videos are solid. And so was Patrick's continued support through the installation process. Now for a few observations and suggestions: 1) TRUE DIY? MAYBE. The product is second to none when it comes to strength, sturdiness, and reliability. The wind and snow ratings are utterly believable when you see the material in person - it's aircraft-grade indeed. And it's heavy - better to go with a contractor in my personal opinion 2) INTEGRATED OPTIONS - The product delivers on the core promise, but could benefit from offering integrated lighting and screen options like some other companies do. Not every customer has strength and durability as the first driving factor in mind - some are looking for a one-stop shop. I get the DIY part, but if I got lighting and screen solved for as part of the pergola build itself instead of ordering from multiple places and working with multiple contractors, it would help reach a wider audience. 3) SOCIAL MEDIA / COMMUNITY - I feel a sense of pride in my purchase and this product, and I am sure others do too. A community page on Facebook could go a long way in doing 2 things: A) Get a lot of DIY questions answered by other members who are passionate about sharing their own experiences (e.g., What waterproof fan did you install on the center beam and how? Did you run wires inside the posts? How do you get a screen installed inside the posts when you have those 4 screws sticking out?) B) Reduce customer service overhead for the company because community members are already performing that job, which in turn helps direct resources towards sales, marketing, and outreach. I am very happy with my purchase, and I know the product will last a lifetime, just like its warranty. Again, a big shout-out to Patrick. He is the primary reason I have The Luxury Pergola now standing tall and magnificent in my backyard.

More user friendly, instructions need to be more exact. Excellent product but need to be more customer friendly. By this I mean don’t just put a video on YouTube, put detailed instructions in the units. Which screws go were. You could take a page from IKEA’s playbook. You need to have detailed instructions throughout the process, including pictures and drawings.

Communication and following up with… Communication and following up with their clients in timely manner. Whenever I had a questions, they responded quickly. We worked with chase, he was diligent and very good about answering questions about installation, warranty etc. he also came by to check after it was installed to make sure all went okay! I highly recommend luxury pergola. Their customer service, produce design and work ethics are great! We had a great experience working with them.