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Susan
Reviewer
0 helpful votes
I appreciate the patience of James…
I appreciate the patience of James while I decided to purchase a pergola. I look forward to receiving this and having it installed.
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Reviews
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Andrew
Reviewer
0 helpful votes
Craig was incredibly helpful throughout…
Craig was incredibly helpful throughout the ordering process. He was accommodating on payments options as well as helping my customer get the best the best price possible. I really appreciate his diligence in this process!
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John
Reviewer
0 helpful votes
I was ready to buy and contacting was well worthwhile
I was ready to buy and contacting Hanso Home by phone resulted in some discounts / extras that I would have not gotten. That personal contact enabled me to be even more sure we were making the correct decision.
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Steve
Reviewer
0 helpful votes
I submitted a question online three times…
I submitted a question online three times and never received a response. The fourth time I tried the chat. After waiting for a response for 20 minutes, it closed due to the close of business hours. From that chat I finally got an email response as a follow up. When I asked my question again, which was if it would be possible to pick up my pergola at the warehouse to save the shipping charge, the person could not answer the question. They did get the question sent to a sales manager, who didn't initially answer the question, but after exchanging a few question, I finally got the "no" answer I fully expected at this point. So responsiveness and communication was not good. I also highly recommend that Hans0 add an option for customer pickup. [Update] Received a direct response within a few hours of posting the initial review. The response was professional and shows that Hans0 is taking my comments seriously. Although I believe I was diligent in looking for a response, it is uncertain where the communication breakdown occurred. I also need to mention that even though warehouse pickup was not an option, Hans0 provided a discount to offset the shipping costs and I did in fact end up placing an order for a pergola.
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Rebecca Gallagher
Reviewer
0 helpful votes
I ordered a pergola from Hanso
I ordered a pergola from Hanso. Like six months ago, gave them measurements pictures the house platt etc.,they assured me their PERGOLA would be able to be attach to my house. Not only did it take five months to receive the PERGOLA which was Paid in full .another few weeks for the installers to install it, they were very nice , professional and honest and told me honestly this pergola would not work on my house. I immediately contacted Hanso to return this PERGOLA for a full refund according to their return policy. Not our fault! We made every effort to take care of these boxes while in our possession and have given Hanso a lot of our time and patience waiting for our money to be refunded , since it wasn’t our fault their PERGOLA would not work on our house especiallyafter their technician said it would! So We stored the unopened boxes in our garage to keep them out of the weather , safe and secure until Hanso pick them up, which was another nightmare . So now Hando claims two boxes were damaged.. which leads me to believe that the two boxes they say were damaged were damaged at the factory or during the time they were shipped to our house because they were never opened! This is so unbelievable !!! a true nightmare ! The return policy is horrible .. lack of communication is horrible. They will lead you on and on week after week month after month. Make up every excuse to keep your money or part of your money when it wasn’t even your fault! trying to get a refund is a sad adventure for us! Boxes never opened except for one which installers opened and packed up very neat. Handso has prolonged this every which way they can and used every excuse! So sad this company treats people the way they do! Handso says two boxes are damaged. If the boxes were not opened, they must’ve been damaged at the factory or when I receive them and now I sit here waiting for my refund, which is a lot of money to us. Hanso still has not refunded all of my money! and here we wait again for another week or month for them to decide.. ! It’s hard to believe two damaged boxes never opened all of a sudden are damaged and they say it wasn’t the shippers.. it’s apparent that the items damaged were damaged while being shipped to our home or at the factory being packed!! So unfair! So Again I sit and wait!! 113586968 Ticket
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VJ
Vincent Johnson
Reviewer
0 helpful votes
The person that I that was extremely…
The person that I that was extremely helpful. He really made me feel good about the product.
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CLL
Reviewer
0 helpful votes
Excellent service
Great responsiveness and follow up which is what made the sale-as well as a great product.
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EB
Elliot Bernak
Reviewer
0 helpful votes
Great Customer Service and Sales Experience
★★★★★ Great experience so far with Hanso I just completed the purchase process for a Hanso Horizon Smart pergola, and the customer service has been outstanding so far. My representative, John Paul, has been extremely professional and responsive throughout — answering every question thoroughly and even providing additional resources so I could do my own due diligence before committing. That level of detail and support gave me real confidence in the decision. One of my biggest concerns going in was fulfillment time and delivery based on prior reviews, and so I’m hopeful I’ll be able to update this review soon thanking Hanso for a successful and on-time (early would be even better!) delivery to match the sales experience. So far, though, five stars — John Paul made the process easy.
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Amy
Reviewer
0 helpful votes
Love our pergola!
We bought the manual 10' x 10' pergola for our deck 3 years ago and we love it! Our deck gets full sun all day and we would never use it but now we are out there constantly. We just ordered a screen for the south side. We should have bought that initially. Hanso has always been great about answering our questions.
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JM
Jason Miller
Reviewer
0 helpful votes
Don't compare this to a cheap…
Don't compare this to a cheap mass-market costco pergolas I’m leaving this review because Hanso reached out asking for my genuine feedback, and honestly, I’m happy to support them. I read some complaints about the price, but people need to realize this isn't a mass-market costco or mirador pergola. Do yourself a favor: look at the instruction manuals of other brands and check the total product weight. Hanso uses basically three times more aluminum. The structure matters most, and this thing is built like a tank. From my initial phone order to the delivery and their installation service, everything went perfectly smooth.
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Terry Sweny
Reviewer
0 helpful votes
Great Customer sales service
I spent about a half hour today on the phone with John from Hans0. He was full of information and gave me ideas about exactly how our pergola should be set up. Although I’m disappointed that it’s going to take 10 to 14 weeks to get it, just in time for fall to arrive. I’m still sure we will be able to use it even in the northeast area.
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NB
Norma Bell
Reviewer
0 helpful votes
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customer
Reviewer
0 helpful votes
Quick replies
When e-mailing questions or concerns, they get right back to me. Call them, I get a live person to talk to that actually answers the phone. Polite, courteous, and professional interactions.
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Vince
Reviewer
0 helpful votes
The info I read and the on line sales…
The info I read and the on line sales people made it very easy to make the right choices.
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KP
Keith Pennachio
Reviewer
0 helpful votes
Stan and his team were thorough
Stan and his team were thorough, cared for my home, and were diligent in getting the job done! Kyle from Hanso was also very helpful and diligent in his responses and coordination. Highly recommend. Thank you!
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AE
Al Elsden
Reviewer
0 helpful votes
Installation went very well
Installation went very well. Installer was professional, very thorough and explained his work and operation of the Pergola well. An overall good installation experience.
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JM
John Miller
Reviewer
0 helpful votes
We LOVE our pergola
We LOVE our pergola! We had an unusable deck due to unrelenting sun and needed to find a way to enjoy our backyard. We investigated for years, and settled on Hanso. We needed a sturdy attractive solution. Hanso had it all. They helped us with our many questions. We installed the house mount 13 x 19 option with sun screen and heaters. We are out there just about every day!
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JM
J Miller
Reviewer
0 helpful votes
Can’t ship and deliver product as promised
I purchased a 10 x 13 while the pergola is well made and easy to install. Add an additional 4-6 weeks from the delivery date you are provided when you place your order. My order was placed and confirmed in November of 2025 and did not receive the pergola until late June 2026. I am still waiting for the speakers and heater which they said would be delivered in April now Hanso are saying August delivery, if they arrive in August that would be 10 months from the date Hanso confirmed the order and charged my credit card the full amount. Do not call the customer service number as they will tell someone will call you back but they never do call back. The only way to get a
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Sarah Staneff
Reviewer
0 helpful votes
Very inefficient in communication
Very inefficient in communication. Still waiting to hear back from anyone concerning site visit (P. aid on 7/8/26)which many reps said would be necessary to insure proper installation. I have left numerous phone messages and emails to Princess, Ken and Sumon. Was told site visit could be arranged for today, tomorrow or Thursday. Sent blueprints of home to verif.y installation of wall mounted pergola. Your interoffice communication is poor.
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Voom
Reviewer
0 helpful votes
The Hanso pergola
The Hanso pergola transformed out outdoor space! It looks great, and is very functional.
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