Hygge Pergola Reviews 

Customer Service & Refund again poor experience, not only did not mange to delivery on the date promise as I have mention in my other review but also did not manage to refund the deposit in the date they promise lying again. I do not recommend this company at all you will be cheat by then sure. I doubted the positive reviews of this company.
"I've checked your order, and I can see that your refund request is still in the queue awaiting processing. I understand this has taken longer than the 72 business hours you were originally advised, and I'm very sorry for that.

I've now chased this with the relevant team and flagged your request as urgent to help ensure it is processed as quickly as possible. Thank you for your patience, and we'll update you as soon as the refund has been processed." Lying as policy company.

Nearly two years of problems and still no resolution

I purchased a pergola from Hygge Pergola and have experienced ongoing issues with the roof, blinds and LED lighting.

The problems were reported repeatedly, with photographs and videos provided, yet the matter has dragged on for nearly two years. During this time, videos were apparently lost, replacement parts took months to arrive, appointments and callbacks were delayed, and I had to constantly chase for updates.

In December 2025, Hygge’s management team confirmed in writing that they would arrange a free site visit to replace the roof if required and repair or replace both blinds. They later confirmed that SGK would install the replacement roof and LED system.

A replacement roof was delivered and has taken up space in my garage, while a 4m blind and other items were left at my property following an incomplete visit. The installers stated that the roof had been fitted incorrectly and attempted to correct it, but it continued to leak afterwards.

Hygge has now changed its position and says the problems are all installation-related. They are refusing to carry out any further work unless I pay another £400, despite their previous written commitments and earlier acknowledgement of issues with the blind mechanisms and LED system.

I even offered to contribute £200 simply to bring the matter to an end, but this was rejected.

I am extremely disappointed with both the product and the after-sales service. I have spent far too much time emailing, calling, sending evidence and waiting for promised resolutions. After nearly two years, I still do not have a fully functioning pergola.

Based on my experience, I would not recommend Hygge Pergola.

This is our second order from Hygge and I did leave a review previously as we were happy with the quality of the pergola.
We placed the second order on 18 April 2026 with a 7-10 day delivery. I phoned on 5 May to ask when I could expect it. I was told once I paid the balance. I paid the balance in full and was told all items were in stock and I would be contacted by SGK to arrange delivery.
I repeatedly phoned and emailed Hygge for updates only to be advised there had been a delay and it was now expected mid July.
I then received an email on 30 June to advise a further delay until mid September (which they'd known about for several weeks and I hadn't been notified)
I immediately cancelled the order in writing asking for a full refund.
After sending many emails, I was advised that my order still hadn't been cancelled ten days later.
The threat of advising Trading Standards meant I eventually received confirmation that the order had been cancelled, although still remains to be seen whether the refund appears back on the credit card.
If the refund doesn't appear, we will have to go down the chargeback route.

I would definietly advise caution when ordering from Hygge. The products although good, delivery timescales and customer service are diabolical.

I ordered a 4x4 pergola with 2 pull down blinds, online advert confirmed 9-10 working days for delivery. After a week or so I was told that the blinds will not be coming until September (this is June) which we could deal with but after 9-10 working days I heard nothing and chased for delivery to be told the actual pergola was September also due to shipping issues. Zero communication and misinformed delivery times.
They did offer smaller sizes but if I wanted smaller I would have ordered smaller.
After I found this out I cancelled the order and then had to chase to get my money back after 2 weeks, just shocking company and service from day 1.
I went else where, got a better quality pergola, slightly more expensive but worth every penny as delivered on time with regular updates.
How a pergola company is in business without pergola to sell during summer is crazy.

Delivery of our pergola should have been on 11th June , then our order went missing. Hygge said it was sent , SGK said not received. Communication was awful, literally nobody contacted me to say what was going on , I had to instigate all chats and emails. At one point my complaint was escalated to a Manager , I still got no response. I asked for a refund as goods had not been delivered … still nothing . In the end I had no choice but to make a chargeback through my credit card. If you do decide to order through this company please make sure you order on a credit card so when the goods don’t turn up, you can at least apply for a refund through your card. Really awful experience for me

Ordered 3x4 pergola with led lights, Louvred side screens and heater. Arrived within 10days no issue except heater not received.
There were a few oddities with erecting the pergola but overall happy.
Have been chasing the heater constantly and received really pathetic responses after considerable delayed responses. No reasons given and no promise of resolution. Extremely poor .
In addition I also ordered a 4mtre screen on the understanding out of stock due mid July. From experience of the heater and reading other comments about the blind am fearful this is going to be a very long and frustrating saga. I would avoid this company not for the product but their inability to communicate and honour a sale,

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.