Flexpatio Avis 17

Very frustrating to contact this company. There phone lines are down. I’ve tried email and hope to get a response. I ordered an in stock product on may 30th. The delivery time on the site says 5-15 days or 30 during peak times. I have been given a delivery date of July 23rd two months from purchase. I had a video conference with them and they confirmed my order to be in stock. They said they would look into why my order has been delayed and get back to me. That was a week ago nothing but crickets.

Well, it looks like I, too, ran into the customer service and shipping delay problems others have reported here. Ordered a 16x13 pergola and accessories May 8th. Immediately received an out of stock message via email with a ship date of June 11. I heard nothing from the company so I called on June 11 for status. The 1 US customer service person has no visibility into shipping schedules so she had to contact the warehouse in China! This is not a US operation, I guess. Next day, no follow-up, so had to call again. The status from China was vague with promises of in stock soon.

I was fed up and canceled the order but the girl I spoke to would not confirm cancelation. She has to "get approval" from someone in China.

This is clearly a runaround where they take your credit card, run the charge, sit on the money and string the customer on.

Stay clear unless you have lots of patience.

I ordered a pergola in May 2026 which their web site said was in stock. After the order they changed (delayed) the shipping date & offered a token refund on my $10K+ order. Weeks later I tried calling about the new shipping date and their phone lines are closed during the normal operating hours when they said they were open. I tried emailing and they didn't reply to my email.

I want a refund, and will pursue appropriate legal and reputational recourse if necessary.

I've seen replies to their negative reviews saying they're overwhelmed by their popularity; that's no excuse for not taking phone calls or emails.

The entire process was extremely simple and smooth. The Flexpatio representative that helped me find the right Pergola was extremely helpful and the whole process was very easy and straightforward. The pergola was beautiful, easy to install, and integrated perfectly into our backyard

Like many of you, we placed our order on April 30th, with the promise of delivery in 5-15 days. I was given a May 21 delivery date, when that did not happen, I was told the 22 of May. Nope. Then I read July 1, when I questioned customer service, she then promised the date of June 12. No answer to repeated phone calls and they stopped messaging as well. I’m very disappointed in FlexPatio’s customer service and I am sorry that we decided to go with them over other competitors.
Customer service asked if we’d like the frame sent ahead of the louvers, we said sure. But nothing came. I was told they are waiting for product from overseas but their website states it’s all made here in the US. It’s been a complete hassle thus far. 5 weeks since the order was placed and no product. A BBB complaint is next. Absolutely ridiculous service.

Update to response - their offer was not satisfactory as we don’t need the one part they offered, which I told them and there hasn’t been anything further or credited.

I placed an order 3 weeks ago and have heard nothing. I have called multiple times and it says their phone lines are closed even though it is within the hours that they state they are open. I have sent emails with no response. It would be nice if you could get into contact with a company that took a large payment. Very disappointed. Also, how am I supposed to schedule installation if I can't even talk to anyone. Major issues with this company and customer service.

Update: they did reach out and I received the product shortly after leaving the review and the email I sent.

EDIT 6/7: After FlexPatio reply below, I still don't have any email/tracking information from them. I asked again in their Whatsapp with no respond as well. I will update here if I ever get any response from them.

I should’ve read the reviews here prior to placing an order. As someone else here mentioned, FlexPatio team was quick to reply before purchase, answering all questions that I had. After I decided to purchase, then it’s been cricket ever since. I emailed the same person that used to reply less than a day and no response at all. I tried to contact them via whatsapp and nothing as well. It’s been a week since I placed the order and no tracking information so far. After reading all the other reviews, now I am worried that I will have to wait a long time before the item is delivered AND there’s a big possibility of shipping damage! As of now, I am giving them 2* due to responsiveness before purchase vs after purchase.

I had an extremely disappointing experience with FlexPatio.

The company was very responsive when it came to making the sale, but once payment was made, communication became extremely difficult. Phone calls and messages were not returned, and getting updates on my order was nearly impossible.

I paid thousands of dollars for my purchase, but after more than two months, I have received less than 20% of the parts. Some of the parts that did arrive were damaged, and I am still waiting for the remaining components.

The lack of communication, delays, and damaged shipments have been incredibly frustrating. At this point, I feel completely ignored as a customer. Because of this experience, I am filing a complaint with the Better Business Bureau (BBB) and exploring legal options.

Based on my experience, I cannot recommend FlexPatio and would strongly advise potential customers to do thorough research before placing an order.

I purchased a Flexpatio pergola through Wayfair. I went to Flexpatio’s website and decided to purchase the matching glass walls and privacy screens directly from Flexpatio on March 29, 2026. (Both were purchased on the same day)

While the pergola order was placed through Wayfair, it shipped from Flexpatio’s Pennsylvania warehouse. Unfortunately, the wrong size pergola was sent. On April 14, I received notification that my Flexpatio order had shipped.

The glass walls and privacy screens were delivered on April 20. However, multiple boxes arrived severely damaged. I immediately took photos, refused the shipment, and notified Flexpatio’s customer service both by phone and email.

On April 23, Flexpatio informed me that their warehouse had sent the wrong product and that they were working with Wayfair to correct the issue.

Then, on May 9, I received an email from Flexpatio asking whether the pergola had been delivered and stating:

“If everything has been resolved, would you like me to help contact CEVA to re-deliver the side walls? Since the shipment has been sitting for a while, there may unfortunately be significant storage fees if delivery continues to be delayed.”

At that point, I had to remind them that the shipment had been refused weeks earlier due to the condition of the boxes and damaged product.

On May 18, more than a week later, Flexpatio informed me that they had arranged a reshipment of the side walls.

On May 22, before receiving any additional updates from Flexpatio, Wayfair delivered the replacement pergola. Unfortunately, the packaging was again ripped and damaged. When I opened box 2, I found a severely dented beam that could not be straightened, along with two additional beams that were also damaged.

I immediately contacted Wayfair and then called Flexpatio during their normal business hours. No one answered the FP phone. I followed up with an email requesting a resolution by May 26.

As of today, I am entering my second week without any response. The glass walls and privacy screens I ordered on March 29 are still not in my possession, yet Flexpatio has had my payment for over two months.

What should have been an exciting backyard project has turned into a frustrating series of shipping errors, damaged products, poor communication, and long periods without updates. At this point, I am extremely disappointed in both the customer service and the overall experience.

We ordered 2 13x13 pergolas. They appear to have shipped all the parts but we have some questions about installation and damage to some of the product that arrived. We have been trying to get in contact with customer service for several days but they will not answer the phone or return emails. We really need to speak with somebody ASAP as we are working with a contractor and we want to order more product to complete the project.
Customer service was generally responsive until this week.

I placed an order on April 29th. The website stated clearly that I could expect delivery within 5-15 days.

On May 6th, nothing had shipped and customer service told me that the shutter wall I ordered wasn't in stock, but the rest of the items (pergola and privacy wall) were and asked if they could ship the in-stock items then, and ship the shutter wall when they got it. I said yes, that would be fine.

Unfortunately, it's now May 19th and they still have not shipped a single item. The website still says that the pergola is in stock, and has since April 29th. They have since changed the messaging on the website to say that during peak time periods, it could take 15-30 days for delivery. That message was not there when I placed my order. I'm glad that they are being more upfront on their website now.

On May 14th, I called and emailed customer service and asked for an update, since I was told on May 6th that they would ship the pergola and privacy screen immediately. Customer service did not respond via either channel. It has now been 5 days since I asked for an update and 13 days since I was told they would ship the pergola and privacy screen immediately.

I spent almost $15,000 and now I am not hearing back from FlexPatio. Nothing has shipped to this day. I love the design and am excited about the products but it's not cool to represent a shipping timeline you can't fulfill and then ghost people who ask for an update.

I'm hoping for a good resolution but am disappointed. Even if they had just told me they messed up and it would take 1-2 months to deliver my order, it would be way better than not talking to me or telling me they would ship what they had immediately, but then not doing it.

I decided about a month ago to go with flexpatio. I liked what they were offering and the price was right for me. They told me in advance it would take awhile because of restocking. I was very nervous with all of the scams lately to put out so much money but after speaking to the young lady that answered the phone I felt better. She told me the end of the month and not only did I receive it at the end of the month she got me in touch with a great builder to put together my pergola. If it arrived on a Thursday the builder (BlueFiks) came sat morning. Another thing that was great about using both companies together we had a problem that the trucking company caused. I was alerted. The builder fix the problem. I called flexpatio to let them know what happened. I sent pics and truck info with out an argument they sent a refund back to my card. Nice. Can’t ask for more than that. Thank you flexpatio if I know anyone that would like to get one I’ll send them your way. Thanks Brian

I own a contracting company, I preferred the 10x13 pergola GEN 2 for my client on April 15th. It is now May 12th.
They are saying the “shipping company has not yet picked up the product.”
Pending pick up for May 11th. Well, it’s the end of day May 12th.
And when I talk to customer service they it seems nothing is being handled to fix this issue for me.
I’ve been more than understanding and patient with this issue after spending 5k on this product.
At this point we are losing money because our project is heavily delayed on a product said to ship in 5-15 days. (It has been almost been 30days)
I’ve given 2 stars in hopes this product can still be provided to us to reconcile this problem.
If not, my lawyer will be involved, think twice before purchase of this product.
Very unfortunate.

I initially had a great experience using the FlexPatio app the interface was easy to navigate, and placing the order was simple and straightforward.
However, the fulfillment and customer service have been extremely disappointing. I placed my order on March 17th and still have not received the pergola. When I called, I was told the order was ready, but no one could provide a shipping date. I’ve now had to call twice, and I still don’t have any clear answer as to when I can expect delivery. We specifically chose FlexPatio because we needed the pergola in time for an event, so timely delivery was critical. It was supposed to arrive this weekend, but there is still no pergola and no communication explaining the delay. At this point, I’m very disappointed. I will update my review on the quality of the product, if and when it actually arrives.

I contacted FlexPatio regarding a pergola and was offered a price through the chat at a discount after inquiring to see if there was anything they could do to bring the price down. In the chat, the representative priced the lower tier product even though I inquired about the higher cost product. They originally would not honor that price. After escalating it to their customer service group, they eventually agreed to honor the price. However, by the time they agreed to do that I had already purchased from a competitor. In an effort to show that this was an honest mistake FlexPatio offered to send a heater for the pergola I purchased from their competitor for no cost to me. This shows me that FlexPatio is a good company to do business with, and I will absolutely look at their products for my future pergola needs. We have a few other pergolas we need in the coming months/years!

The driver said the box was damaged and couldn't deliver. They resent everything, but I had to wait another week and missed my party. Quality is fine though.

Right after I installed it, my neighbor admired it from across the fence. The 13x13 PRO has a sleek look and really enhances the yard.