Hansø Home Reviews 1,017

This pergola is absolutely incredible!!! I was nervous to spend that much online without seeing the product, but it is well worth it. Arrived in many boxes, easy to put together, SO well made, sturdy, and I love the look of it. Could not Vero happier with this purchase!!

Company keeps pushing back delivery date. Waiting over 7 months with no confirmed date of delivery. One employee blamed it on the tariff situation and another blamed it on warehouse restructuring. Pushed back delivery 5 times already. Going on all my Social Media platforms to share my negative experience.

I bought from Hanso in October '24 with the promise of a late May delivery. I did not feel comfortable from the start paying them 8 months in advance, but with the reviews here and some other research it sounded like they had a great product at a decent price.

Upon further review, it seemed that every little thing is an upgrade which they are not 100% clear about when you purchase the pergola, it's not exactly clear what you're getting.

So, they upsold me some screens and additional accessories which cost more than the pergola itself!! (10'x13' Pergola $4,600, 3 side screens $5,300!)

Red flags were going off everywhere that this is some kind of scam, but based on reviews here and some other reviews of hanso, I again rolled the dice because we really need a pergola in our backyard.

Throughout April and May I kept asking for my ship date. "Late May" seemed a little vague and I wanted to get visibility to the actual ship date as I will need to hire a construction crew to build and attach the pergola to Foundation piers.

Hanso is all apologies, sorry we can't give you a ship date. Sorry we can't give you better information. Sorry sorry sorry....

After asking for the past few weeks regarding ship date, it's now May 30th and they say oh we'll get it to you in late July!! Late July!! What just so they can postpone it again to September October? How many years does it take Hanso to ship?

I've asked them for 100% refund and to come take away the $5,300 screens they sold me and shipped right away they are now sitting around taking up space with no pergola to mount to.

The absolute worst experiences I've ever had with an online vendor.

They may have a great product, but they can't ship. So who cares?

***Don't get ripped off by this company.***
Hanso should be ashamed of their illicit business practices.

Update; I reached Bernadette in customer service who has a June 8th ship date.
That is a lot better than late July which apparently is only for the speakers. It appears the heaters will be delayed as well but at least I got a straight answer on the main structure.
So this is what I've learned, logistics, shipping and manufacturing within Hanso do not communicate well.
Customer service does their best but they also do not communicate clearly.

In the current chaotic Global economic environment, there is so much uncertainty. It adds to the poor communication and you really won't know what's going on, unless you can find Bernadette in customer service.

Ken has been very helpful with all the situations that I’ve run into meeting Customer Service whether the outcome was good or bad. Ken has been definitely very communicative and helpful!!!

CLS

Ken was great! He gave me an update on the shipping of our Pergola and gave me his contact information should we have any questions along the way.

It was not great just yet since I have product, plus the shipping date was a little unhelpful. Last if may to June is a little vague.

They helped me and answered all my questions quickly.

There was a mistake in our delivery of a Hanso Pergola. I reached out to customer support and got a personal call from Ken at Team Hanso. He gave me a couple of options and then took care of the issue. He contacted me again to make sure the new parts were delivered as quickly as possible. Thanks Team Hanso!

I experienced exceptional customer service from the onset making my purchase choice easy and comfortable. Ken in particular, demonstrated much concern as there is a slight delay in my delivery. As he explained the circumstance, he remained positive and end the end on our conversation, I was very pleased and satisfied with the outcome and means of resolution. I want to personally commend Ken for his professionalism. He is an asset to Hanso!

Ken went out of his way to add additional parts to my order with custom installation requirements, bundling the parts with an existing order to save on shipping costs.

Quick call back and exceptionally responsive service team.

Rep. was very helpful and informative.

Ken at Hanso made the entire ordering process quick and easy. He was highly attentive to every detail and promptly answered all our questions. The customer support from Hanso was outstanding—truly the best we've experienced.

Ryanne was very responsive and addressed my questions quickly and accurately.

friendly, fast, accurate service.

I was promised my Pergola in May, and it was delayed until end of July. Unacceptable. They gave me a $500 discount on the order as an apology, but this is just so annoying, and all too familiar as others have had the same issue, posting about it on Reddit.

I ordered in December 2024 under the "Early Bird Special". Full understanding that product would have target delivery date of end of May 2025. I had no communication with anyone from Hansø until I called the first week of May. I have no problem with them not communicating because their order confirmation stated they would contact me when the order was ready. I just called to confirm my order was in progress. During the call in early May I spoke to Ken. He was very professional and helpful a very good representative for HANSØ. I received a follow up call from Bernadette, I think, a day later. Bernadette was also a great representative, very cordial and professional. She informed me my order would be ready possibly by the end of May to early June. This updated delivery date is acceptable because being self-employed and managing my own businesses, I understand that many variables can influence target delivery dates. I still have some time before the delivery date, but having had a good interaction by phone with these two individuals I am, at this point in time, comfortable with my purchase. I will update this review once I receive my order and install it.

Outstanding and prompt customer support from deciding on the pergola to after purchase support. Ryanne promptly got back to me and helped with an issue , she was courteous and respectful, along with being able to understand her clearly. I can not say enough about how seamless this purchase was. I am certain that this pergola is of the highest quality that I could get and at the best pricing.
I highly recommend Hanso home.

I contacted Hanso support via email asking for the total weight of a 10'x13' pergola with a motorized roof and sunshades on all four sides. The response was received in less than an hour, and the information received answered the questions I posed. I commend Bernadette for her prompt responses and clear answers.