The online store offers high-quality pergolas that many customers find easy to assemble, thanks to clear instructions and well-organized packaging. Customers frequently express their satisfaction with the materials used, noting that the pergolas are both aesthetically pleasing and robust, enhancing their outdoor spaces. Delivery is often highlighted as timely, with many stating that they received their orders quickly despite some occasional delays.
Very disappointed with your site, the delivery was postponed week after week (4 weeks late!) then the transformer that does not work. Impossible to reach someone by phone, only by email and even then! Finally, they sent me another one, but it was for a 3mx3 pergola while mine is 3x6! I had to send a photo of the manual to prove that I needed a double transformer! And obviously all this took a very long time! So no, I will not recommend you and I will not advise your site! Especially, just pass your way!
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Response from Pergola Ombrea
Hello,
We are sincerely sorry for this experience and fully understand your disappointment given the various inconveniences encountered.
We apologize for the delivery delay as well as for the error regarding the transformer. This is not the level of service we wish to offer our customers.
Regarding our request for photos, it was not intended to question your word. Unfortunately, we are compelled to ask for proof in certain situations due to numerous attempts at fraud with this type of product. However, we understand that this may have been perceived as an additional constraint in your situation.
We would sincerely like to be able to discuss with you in order to find a satisfactory solution and ensure that you have a better image of our company. Please do not hesitate to contact our customer service again; we will be happy to do what is necessary to provide you with a positive outcome.
Once again, our apologies for this bad experience.
P
Patrick C.
Rating: 1 out of 5
following a purchase from 25/09/2025
Very good product but the package preparation service is terrible and the customer service is catastrophic. I would not recommend, and this has already been done, your company to my acquaintances.
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Response from Pergola Ombrea
Hello,
Thank you for taking the time to share your feedback.
We are sorry for not meeting your expectations. This is not the level of service we wish to provide.
Our after-sales service works proactively to handle requests quickly and find suitable solutions, and the majority of our customers leave satisfied with the exchanges and solutions provided.
Unfortunately, mistakes can happen, but we always do our best to correct them as soon as possible.
We would be sincerely pleased to discuss with you to better understand your situation and find a suitable solution.
M
Mickael H.
Rating: 1 out of 5
following a purchase from 02/05/2025
Very satisfied with the merchandise, however very dissatisfied with the delivery times and delivery conditions. We ordered the pergola in May 2025 for a site delivery in June. In the end, we received the delivery in October, with completely damaged packages, so return. Final and total delivery in November 2025.
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raoul G.
Rating: 1 out of 5
following a purchase from 23/09/2025
Since October 2025, Comintes has not provided me with the correct motor to activate the 6mX3m pergola. After 3 shipments of the system, I am waiting for the correct motor which should arrive in a month. I cannot reach a manager from this company by phone.
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Santiago E.
Rating: 1 out of 5
following a purchase from 13/05/2025
They took much longer to deliver than stipulated. The transport agency did not want to leave the packages at my house but at the door of the urbanization. The LEDs are very ugly and impossible to assemble once you have installed the pergola. Overall a bluff. I regret not spending a little more to have better quality and service.
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Irati I.
Rating: 1 out of 5
following a purchase from 03/11/2025
The pergola is very beautiful, robust and has an elegant design, but the design is poorly conceived and being attached to the wall of the house, water gets in. We had to seek help from an architect and engineer to solve the problem.
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Ivan M.
Rating: 1 out of 5
following a purchase from 09/05/2025
Very good product. But the commercial attention in Spain is very bad. The shipment did not arrive, it was lost and they did not give me answers. I had to claim from carriers and find out what had happened for the salesperson to do something. Then the second shipment was quick and without problems, thanks that there were no more issues since the commercial attention in Spain is very bad. The product has good materials and good quality, that's for sure.
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Maxime N.
Rating: 1 out of 5
following a purchase from 03/06/2025
Very good product but unfortunately the measurements are not correct, there is 15cm missing in width and no response from the company.
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Response from Pergola Ombrea
Hello,
Thank you for your feedback and your comments.
We replied to you during the day via the site's email. We are delighted to learn that you like the product, and some points indeed deserve clarification.
Regarding the dimensions: the 403 cm corresponds to the overall dimensions, that is to say including the complete outer structure, notably the posts. The useful interior dimension is indeed 388 cm, which explains the difference of about 15 cm.
Wishing you a very nice day,
The Ombréa team.
J
Jean francois T.
Rating: 1 out of 5
following a purchase from 03/05/2025
The pergola is of good quality, however I have a problem with the LEDs, the customer service has been initiated since 06/16/25 and to this day I still have no response despite my numerous calls. Hence this rating.
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Response from Pergola Ombrea
Hello,
We are truly sorry for the issues encountered with customer service at that time. It was an internal human problem and the management did not meet expectations. The situation is now completely resolved and we have taken the necessary measures to ensure it does not happen again.
Thank you for your understanding and trust.
The Pergola Ombréa team
J
Jean-Noël E.
Rating: 1 out of 5
following a purchase from 01/05/2025
We ordered our pergola on May 1st. It was delivered about 7 weeks later and incomplete (13 slats out of 25 were not compliant). We can never reach them and our emails go unanswered... It's a shame because the pergola is really of good quality. Today, July 27th, we have a mounted pergola but with 12 slats out of 25.... We are still waiting!!!
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Response from Pergola Ombrea
Hello,
We are truly sorry for the issues encountered with customer service at the time. It was an internal human problem and the management did not meet expectations. The situation is now completely resolved and we have taken the necessary measures to ensure it does not happen again.
Regarding the delivery, it was due to a problem with our carrier which is now resolved and has not occurred since.
Thank you for your understanding and trust.
The Pergola Ombréa team
D
Didier U.
Rating: 1 out of 5
following a purchase from 03/03/2025
No seriousness in customer service or communication. 6 weeks of waiting with no news despite numerous follow-ups. To be avoided.
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Response from Pergola Ombrea
Hello,
We apologize for the wait and understand your dissatisfaction.
Your file is being processed and a response will be provided to you very soon. We are doing everything necessary to resolve the situation as quickly as possible.
Thank you for your patience.
Have a nice day,
The CJB team
E
Eric M.
Rating: 1 out of 5
following a purchase from 02/11/2024
I bought a panel to put on my pergola from them too, and what a disaster! The slats are damaged and one is missing. Delivery was no better: 3 hours late with no warning. I wanted to order another panel, but I don't know if I will.
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Response from Pergola Ombrea
Hello,
We are very sorry to hear that your experience with our products and services did not live up to your expectations. We fully understand your frustration with the problems encountered with the pergola panel, as well as the delay in delivery.
In order to remedy this situation and provide you with a rapid solution, we invite you to contact our after-sales service (SAV) at the following address: [email protected]. Our dedicated team is at your disposal to resolve any problems or concerns you may have.
We look forward to regaining your trust and full satisfaction with future orders. If you have any questions or comments, please do not hesitate to contact us. We look forward to hearing from you.
We apologize for any inconvenience,
Yours sincerely
The Ombréa team
N
Nicolas N.
Rating: 1 out of 5
following a purchase from 11/07/2024
There's a part missing for my pergola, and I've been waiting for a reply from the after-sales service for over 3 weeks despite several reminders.
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Response from Pergola Ombrea
Hello,
Thank you for sharing your feedback and we're very sorry for the inconvenience with your pergola.
Please do not hesitate to contact our customer service department at [email protected], who will be delighted to assist you.
Your satisfaction is our priority, and we'll do all we can to make sure you get the most out of your pergola.
Should you require any further assistance, please do not hesitate to contact us.
The Ombréa team
D
DOUGUET M.
Rating: 1 out of 5
following a purchase from 24/06/2024
When I turned over a cardboard box, it had received a shock (cardboard upside down on purpose?) and inside a slat of the pergola is twisted and unusable. I've reported it on the internet but no news...
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Response from Pergola Ombrea
Hello,
Thank you for sharing your feedback and we're very sorry for the inconvenience with your pergola.
Please do not hesitate to contact our customer service department at [email protected], who will be delighted to assist you.
Your satisfaction is our priority, and we'll do all we can to make sure you get the most out of your pergola.
Should you require any further assistance, please do not hesitate to contact us.
The Ombréa team
J
Jonathan C.
Rating: 1 out of 5
following a purchase from 23/04/2024
Package arrived damaged, blinds damaged that do not hold very disappointed
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Rein P.
Rating: 1 out of 5
following a purchase from 05/04/2024
1) The carrier had to postpone delivery because he couldn't find the address! 2) the main beam of the pergola is impossible to fix because it is not pre-drilled for the bolts to pass through (photos to support this)3)(the tulip of the crank broke during handling and prevents the opening and closing of the slats. 4)Despite several e-mails, the after-sales service has not replied! What do I have to do to be able to use the pergola?
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Response from Pergola Ombrea
Hello,
We apologize for this inconvenience.
We invite you to contact our after-sales service, who will send you the missing part.
We will be pleased to help you.
Best regards,
The Ombréa team
C
Charles-Dominique S.
Rating: 1 out of 5
following a purchase from 31/12/2023
We are still waiting for the pergola to be delivered, having placed the order nearly 2 months ago. No contact possible with the delivery man.
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Response from Pergola Ombrea
Hello,
We're sorry for the inconvenience. Please do not hesitate to contact us so that we can solve your problem.
Best regards,
The Ombréa team.
J
Jean Michel L.
Rating: 1 out of 5
following a purchase from 20/09/2023
Before buying, I asked you if there would be a special offer, and you told me there wouldn't be. 10 days later 500 Euro less. This is not serious. I work in retail and I know when there's a promotion coming. What's more, we've just fitted it today, 3 blades bent, the joint lug unusable (too hard). I'm going to make a complaint.
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Response from Pergola Ombrea
Hello,
We apologize for the inconvenience.
However, we are not in a position to communicate on upcoming promotional offers.
Regarding blades, please contact our after-sales service at the following e-mail address: [email protected]
Thank you for your patience.
Best regards,
The Ombréa team
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