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.
Overall, the pergola is aesthetically very successful and the final result is really qualitative. However, the overall experience was largely degraded by numerous problems encountered right from the assembly. I had to face several difficulties: missing parts upon delivery, defective/broken blind upon installation, as well as particularly long processing and resolution times from customer service. Today, after numerous exchanges and several mishaps, the pergola is finally installed and functional. Unfortunately, barely a year after the purchase, a new problem arises: the LED strips are already starting to show defects. Some areas no longer display colors correctly, which is particularly disappointing given the price and positioning of the product. I have opened a customer service claim and am currently waiting for a response. In summary: a beautiful product on paper and visually successful, but reliability and after-sales experience, at this stage, are not at the expected level. Overall disappointed with the experience.
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Response from Pergola Ombrea
Hello,
Thank you for taking the time to share your feedback. We are delighted to learn that you appreciate the aesthetics and finish of your pergola, but we sincerely regret that your experience has been marred by the various incidents encountered.
Customer satisfaction and the quality of our after-sales service are priorities for us. We actually receive numerous positive feedback on our support, and we do everything possible to provide appropriate solutions when difficulties arise.
We will do what is necessary to provide you with a solution as soon as possible. Our goal is for you to fully enjoy your pergola and leave with a better image of our company.
We once again apologize for the inconveniences encountered and thank you for your patience.
L
Ludovic L.
Rating: 2 out of 5
following a purchase from 16/06/2025
Big problem with the quality of the blinds. 3 out of 3 bad results for reimbursement and I find myself with holes in the pergola.
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Response from Pergola Ombrea
Hello,
We are sorry for the problem encountered with your blinds. This is an incident we take very seriously.
Our teams are mobilized to offer you the most suitable solution for your situation, so that you can fully enjoy your pergola as soon as possible.
We remain at your disposal.
S
Steeve L.
Rating: 2 out of 5
following a purchase from 22/09/2025
The product itself is fine, but in terms of transport, one of the profiles was damaged during transport.
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Gilles A.
Rating: 2 out of 5
following a purchase from 20/05/2025
Order of 2 pergolas 6x3 and 3x3 and 3 awnings...the delivery was very delayed..lack of communication from the site 1 out of 3 awnings defective, customer service sent back an awning that has the same problem.
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Response from Pergola Ombrea
Hello,
We are truly sorry for the inconveniences encountered with your order and the delivery delay. We have taken the time to discuss with you to fully understand the situation and seek solutions to correct the problem and improve our service.
Your feedback is valuable and allows us to improve, and we sincerely hope to regain your trust. We remain at your disposal for any additional support.
The Pergola Ombréa team
C
Christophe J.
Rating: 2 out of 5
following a purchase from 28/05/2025
Pergola received with more than a month delay on the maximum announced deadline. I had to follow up several times with the company, which by the way never bothered to call me back. The product is still compliant with what was ordered, but it is still missing the crank for opening the slats. On a bioclimatic pergola, this is a bit annoying. I will try to follow up with Ombréa to get one, but if the responses are the same as for the delivery, I think I will have to give up on it. In summary, the product is good, but do not go directly through Ombréa.
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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
S
Sylvain C.
Rating: 2 out of 5
following a purchase from 05/03/2025
Very good pergola for the price, but no customer service. I made 2 requests to customer service, but no response after a month and a half.
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Response from Pergola Ombrea
Thank you for your feedback.
We are pleased that the pergola meets your satisfaction regarding its quality/price ratio, but we are sincerely sorry to learn that you have not received a response to your requests to customer service.
This delay does not reflect the level of service we wish to provide. We will immediately follow up on your case.
Could you please remind us of your order number and resend, if possible, the details or documents related to your request? This will allow us to provide you with a solution as quickly as possible.
Once again, we apologize for this delay. We are taking the necessary steps right now.
Best regards,
A
Annabelle L.
Rating: 2 out of 5
following a purchase from 16/02/2025
Good product but not a merchant at all!!!
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Response from Pergola Ombrea
Hello, Thank you for your feedback. We are delighted that the product met your expectations, but we are sincerely sorry if our service did not meet your expectations. Your comment is taken very seriously and we remain at your disposal to discuss it and find a solution. Have a nice day, The Ombréa team
D
Djamel H.
Rating: 2 out of 5
following a purchase from 05/10/2024
The 3 packages arrived safely, but one had a manufacturing fault on a panel upright. The holes for the center bar were offset, and the inserts for the side bars were inverted.
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Daniel G.
Rating: 2 out of 5
following a purchase from 05/07/2024
The site is practical, clear and easy to order from. On the other hand, delivery and deadlines are not respected! A pergola ordered before the summer still hasn't arrived! And it has just been postponed again .... Communication about delivery is disappointing, I've been left to my own devices with a carrier who's impossible to contact and who decides as he pleases whether to deliver or not. I hope the summer of 2025 doesn't come too soon so I'll have time to assemble my pergola! I am very disappointed.
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Sophie A.
Rating: 2 out of 5
following a purchase from 31/10/2023
If the product looks good. We were disappointed with the shipment. In fact, several parts were faulty and others very difficult to install (design problem). On the other hand, the after-sales service was very responsive and quickly returned the faulty parts to us.
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Response from Pergola Ombrea
Hello,
We're sorry for the inconvenience. Please write to us if you have any concerns!
Best regards,
The Ombréa team.
M
Marie Pierre V.
Rating: 2 out of 5
following a purchase from 17/10/2023
The product does not correspond to the panel ordered just before and as they are side by side on my pergola I am not delighted.
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Response from Pergola Ombrea
Hello,
We're sorry for the inconvenience. Please write to us if you have any concerns!
Best regards,
The Ombréa team.
S
stephane R.
Rating: 2 out of 5
following a purchase from 03/09/2023
Watertightness problem! Impossible to leave furniture underneath.
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Response from Pergola Ombrea
Hello,
We apologize for the inconvenience.
However, our pergolas are extremely watertight, and water is drained away through the posts.
However, should you encounter any problems with the slats of your pergola, please contact our After Sales Service via the following platform: https://sav.comintes.com/.
We look forward to hearing from you.
Yours faithfully
The Ombréa team
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