Reviews

This profile includes reviews for Hanso Home, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hanso Home, Inc.

  Copley, OH 44321-1762

• 

  Hanso Home, Inc.

  1007 N Orange St Fl 401 Wilmington, DE 19801-1239

• 

  Hanso Home Inc.

  1007 N Orange St Fl 4 # 401 Wilmington, DE 19801

Review Details

• Review fromSam D

  Date: 06/24/2025

  1 star
  Six months later and still no delivery of my pergola. Many excuses from their customer service. Believe the bad reviews about their horrible shipping delays. Getting ready to cancel and dispute their "restocking fee" for a product never delivered.

  Hanso Home, Inc.

  Date: 07/01/2025

  Thank you for your continued patience—and I’m truly sorry for the extended delay and the stress it has caused. We understand how frustrating this experience has been, and we value the trust you've placed in us.
  
  
  
  I want to assure you that because this delay is fully on our side, no restocking fee would ever apply in situations like this. Your understanding and willingness to wait through August means a great deal to us, and we’re committed to keeping you informed every step of the way.
  
  
  
  The shipping backlog we’re facing is the result of a wave of tariff-related disruptions that overwhelmed U.S. ports and final-mile carriers. While your pergola is already in our system—either fully manufactured or in its final stages—it is currently in queue awaiting a delivery window.
  
  
  
  We also want to acknowledge that you accepted our Tier 4 retention offer, which included a $500 refund and a $400 Hansø gift card. This remains on record and will be honored in full.
  
  
  
  We’ll continue monitoring your order closely and will provide updates as soon as your shipment is scheduled. Thank you again for your understanding—we’re fully committed to getting your pergola delivered and making sure the final experience meets the standard you expected from day one.

• Review fromAlan P

  Date: 06/18/2025

  1 star
  Ordered in March, was told May Delivery. In June they said September delivery. Asked to cancel my order but they never refunded it. Then they emailed saying they might be able to deliver in 3-4 weeks but never responded to those emails either. Phone calls go unanswered.

  Hanso Home, Inc.

  Date: 07/02/2025

  We sincerely apologize for the experience you had and the frustration it caused. We understand how disappointing delays and a lack of timely communication can be, especially after making a significant purchase.
  Please know that your refund request was received and processed by our finance team. We did need to complete our standard verification procedures, which may have caused a delay. However, we can confirm that the full refund has since been completed, and you should have received confirmation from your card provider.
  We truly regret the inconvenience you experienced and are actively working to improve both our communication processes and delivery timelines. Your feedback is valuable and helps us identify areas where we can do better.
  If there is anything further we can assist you with, please don't hesitate to reach out directly. Thank you for bringing this to our attention.

• Review fromjohn h

  Date: 06/17/2025

  1 star
  Hanso, good pergola, really bad "customer service". We ordered in January, they were offering discounts and $790 in free gifts. The pergola finally arrived in May. It looks good. It's a nice addition to the back yard. Then we tried to collect those "free gifts". The first one has arrived - a chintzy looking "table top fireplace" that they say is worth $100. All further attempts to negotiate the other $690 worth of gifts we are owed has been futile. They obviously know it's not worth my while to take them to court. So, absent any other option, I decided to leave a bad review. I notice this business is not on the BBB. Good - it does not qualify.

  Hanso Home, Inc.

  Date: 07/02/2025

  Thank you for taking the time to share your feedback. We're happy to hear that you're enjoying your pergola and that it's been a great addition to your backyard.
  Regarding the promotional items, we'd like to clarify that one of the bonus products included in the original offer was later canceled due to fulfillment challenges. In response, and in alignment with your request, we mutually agreed to resolve the matter with a $600 Hanso Home gift card in place of the canceled item. We're truly grateful that you were open to finding a solution with us, and we appreciate your willingness to work toward a fair outcome. This resolution was confirmed and completed as part of our communication with you.
  We recognize that the overall experience fell short of expectations, particularly around communication, and we sincerely apologize for that. Your feedback is extremely important to us and has already prompted improvements in how we handle post-purchase support.
  Thank you again for your honest review and for allowing us the opportunity to address your concerns.

• Review fromHeather H

  Date: 03/12/2025

  1 star
  Hanso Home is stalking me by phone to get me to buy their pergola. I have asked to be put on their Do Not Call list but they persist. They have been calling for months. And in the last two days I have gotten THREE calls from robots telling me about their Act Now 50% off warehouse sale!!!! They call with both people and robots and every inbound call comes from a different number so blocking them is not possible. I may have wanted to work with them but their refusal to respect my wishes makes it a hard pass on this company. And by reading the other reviews here, this confirms my feeling that this is not a company to do business with.

  Hanso Home, Inc.

  Date: 07/02/2025

  We sincerely apologize for the unwanted calls you've received and fully understand how frustrating and disruptive this experience must have been.
  We take Do Not Call requests very seriously, and it's clear in your case that we failed to properly honor that request. This is not the experience we want anyone to have with Hanso Home, and we are taking immediate steps to ensure your number is fully removed from all outbound marketing lists - both automated and live call campaigns.
  We are also reviewing our internal processes and working with our outreach partners to ensure this type of issue does not occur moving forward. If you're open to it, we'd be grateful for the opportunity to confirm the number in question privately, to ensure it's fully blocked from future contact.
  Thank you again for bringing this to our attention. We respect your decision, and we apologize sincerely for not meeting the standard you - and - we - expect.

• Review fromRobert B

  Date: 03/12/2025

  1 star
  I purchased their pergola about 8 months ago, and after installing it, a short time later, all six posts were cracked. It sways a good 2-3 feet in either direction. It is bolted into the ground and eventually (within 6mo) all the posts cracked at the top.I reported the issue and requested they send me six new posts since they were cracked.They are refusing to replace the posts and say I have two options. Again, this is the first time I have reported it, and they said it is a recurring issue.They will refund me the full amount and..a. I either pay them another $7500 for the next-generation pergola made with thicker aluminum and discard the old one -or-b. ship it back (at my cost and inconvenience)This is their official statement below..."I completely understand your concern and appreciate your patience as we work through this. Our goal is to ensure that you have a permanent solution, not just a temporary fix.Based on your own observation that this issue could occur again, simply replacing the damaged part wouldnt prevent future problems. The Pro+ is designed for standard residential use, but in high-wind environments, it may not provide the long-term durability needed. This is why we strongly recommend upgrading to the Master+, which is engineered for higher wind resistance."Regarding wind speeds, while we dont have exact data on your backyard, we do know that the Pro+ has specific wind resistance limits. Given that your unit has already sustained damage, its clear that your location may exceed those limits.Instead of going through repeated replacements, we want to help you get a pergola that will last. Let me know how you'd like to proceed, refund or upgrade to Master+ and we can finalize the best solution for you."I highly recommend you save yourself a headache and go with another brand

  Hanso Home, Inc.

  Date: 07/02/2025

  Thank you for taking the time to share your experience. We're very sorry to hear about the issue you encountered with the original pergola and truly understand your frustration.
  After reviewing the situation and discussing options with you, we're grateful you chose to proceed with the upgrade to our Master+ model, which is engineered for higher wind resistance and long-term performance. Our team recommended this option to ensure a more permanent and durable solution, rather than repeating replacements that may not fully resolve your concern.
  We'd also like to acknowledge the delay you've experienced since agreeing to the upgrade in March. At that time, we communicated that delivery of the upgraded unit would take approximately 18 weeks due to production lead times. While tracking information is not yet available, we want to reassure you that your order is in progress, and we will send tracking details as soon as they are provided by our logistics partners.
  A dedicated member of our team has been assigned to your case and will continue to provide full care and support until your Master+ pergola is successfully delivered. You can expect regular updates and check-ins on a weekly basis. So you've never wondered about the status of your order. Please don't hesitate to reach out directly if you have any questions or need further assistance along the way.

• Review fromCheryl B

  Date: 12/09/2024

  1 star
  I see all of the reviews here, a little too late, from people regarding experiences with Hanso pergolas. I wish any of you seeking refunds the best of luck. My experience was that I was charged more than $3,000 to return a pergola, which I never even took out of the box. Like many other people, I called (and e-mailed) customer service numerous times and had an extraordinarily difficult time communicating with anyone. I will say that I had a very easy time making the initial purchase and paying for expedited shipping, costing a total of over $9,000. I have no idea if all of the parts were correct in the (unopened) boxes because it turned out the specs of the pergola I ordered wouldn't work on my project site once we started to build the rest of it. (My error, because septic pipes needed to be re-routed.) Nonetheless, I was told I would be charged 15% of the original cost PLUS another $1,800 for simply returning the product?! It's been two weeks since the pergola was picked up by shipping and after asking several times (and finally getting an answer that didn't sound like AI) all I've been told is that I would get the remaining refund ***** days after the product arrives at their location, whenever and wherever that is.

  Hanso Home, Inc.

  Date: 07/07/2025

  Thank you for sharing your experience. We understand how frustrating this situation must have been and truly regret that your project encountered unexpected site conditions that made installation unfeasible.
  
  
  
  Once you reached out to cancel, we coordinated with our team to help facilitate the return. While we do our best to keep return costs as minimal as possible, the fees assessed—both the restocking percentage and the freight return charge—were based on our standard return policy, which is shared during the order process and applies even for unopened packages.
  
  
  
  Despite some back-and-forth in coordinating the pickup due to availability conflicts, our team worked with you to schedule the return through a freight partner. We’ve confirmed that the return was successfully processed and the applicable refund was issued shortly after the items arrived at our facility.
  
  
  
  We regret that our communication did not always meet expectations during this time. Ensuring clarity and responsiveness, especially during complex returns, is something we’re actively working to improve. Your feedback has been shared internally to help strengthen our service.
  
  
  
  If there are any remaining concerns or if we can provide further clarification, please don’t hesitate to contact us directly. We do care about making things right.
  

• Review fromMitch C

  Date: 11/02/2024

  1 star
  Hanso runs an incredibly dishonest business. They are very responsive in the sales process but once they have your money they transition you to a service team that is unresponsive and does whatever they can to avoid concrete answers. We first experienced a nearly 3 month delay for delivery of our order, and are now struggling to get a response on how to return one of our items that is unopened. On top of that, they are quoting a charge that is 90% of the original item cost for return shipping and restocking - a fee that is incoherent and predatory. They were quick to quote that rate, but will not respond with logistics to return even if we accepted that rate.Avoid at all costs!

  Hanso Home, Inc.

  Date: 07/07/2025

  Thank you for sharing your experience. We’re very sorry to hear that your interaction with our customer service team did not meet your expectations, particularly after a delay in delivery and during your attempt to return one of the items.
  We understand your frustration regarding the return process. Your request to return the sunshade was received and reviewed carefully. While the product was not defective, we recognize that the installation site created challenges, and we appreciate your effort to reach out before attempting to install it. As outlined in our return policy, restocking fees and return freight costs are required for non-defective items. We acknowledge your concern regarding the quoted return fee, and we understand it felt disproportionate to the original shipping cost.
  Unfortunately, return shipping rates—especially for oversized freight—are set by third-party logistics providers and can be significantly higher depending on location and service availability.
  We regret that communication delays contributed to your dissatisfaction. Our intent was never to make the process difficult, and we made multiple attempts to resolve the matter, including offering alternative goodwill gestures and exploring different options within our operational constraints. We understand that those solutions did not meet your expectations, and we’re sorry we couldn’t come to a mutual resolution.
  Your feedback has been taken seriously and is being used to improve how we communicate return processes more clearly and promptly in the future. If you would like to continue the conversation or if there’s anything else we can assist with, we welcome you to reach out directly.

• Review fromLee M

  Date: 10/21/2024

  1 star
  Ordered a standard pergola in June. Received a couple of emails indicating progress on my order . After hearing nothing more for 12 weeks( delivery estimate was 8-10 weeks). I contacted Hanso by phone but was never able to speak with anyone. Instead I received email correspondence and determined there was no eta supply chain blah blah blah.I requested a refund and after several back and forth emails was told I would receive a refund for the full amount. That was over three weeks ago. I only get a response when I email and the emails seem very canned. Ive been told to again wait another 8-10 days for a refund to my account, but Ive lost faith that will actually happen. Feels like Fraud at this point.

  Hanso Home, Inc.

  Date: 07/07/2025

  Thank you for your feedback. We sincerely apologize for the delays you experienced and the frustration it caused. Your order was indeed impacted by extended supply chain challenges, and we understand that the delay exceeded the originally quoted timeframe. We appreciate your patience up to the point of cancellation.
  Once you requested a refund, we processed it promptly and confirmed that it was issued. As noted, depending on the financial institution, it may take several business days for the funds to reflect on your end. We’re sorry if the timing created additional uncertainty or concern.
  We also regret that our communication did not feel personal or timely throughout your experience. We aim to improve how we handle delays and ensure clearer, more consistent updates for our customers.
  We’ve confirmed that the refund was completed, and we hope that brings closure to this matter. If there’s anything further we can do or clarify, please don’t hesitate to reach out directly.

• Review fromDaniela L

  Date: 09/19/2024

  1 star
  IS THIS COMPANY A SCAM??? Be aware and be careful!!!! We ordered a double pergola with shades and heater in April of 2024. They said 10 weeks, the most, to get your order. We received the pergola in August. It is now almost October and no sign of shades or heater. If they tell you 10 weeks to get your order, don't believe them. We are still waiting for the remaining items in the order. Talking to someone in customer service after the order was placed, it's impossible!!! Good luck! Emailing someone, possible, but be ready to wait a few days to get a response. And when a response comes, there is no information in it, that could give you some hope that maybe one day you will get your product. I have gotten the same " As soon as we receive the tracking information, we will promptly share it with you." I don't need that. I can see myself when a tracking number is available on the account. My mistake, I have not read all these reviews on BBB website before I decided to order from them. Very disappointed and not sure if we will ever receive the rest of the order!! I DO NOT RECOMMEND THIS COMPANY!!!

  Hanso Home, Inc.

  Date: 07/07/2025

  Thank you for your feedback. We're very sorry for the delays and frustration you experienced with your order. We understand how disappointing it can be when timelines are extended, especially after an initial estimated lead time was provided.
  Your order did encounter delays in fulfillment, particularly with the sunshades and heater, due to logistics issues that impacted certain components more heavily than others.
  We recognize that this caused inconvenience, and we sincerely apologize for the lack of timely updates along the way. We also acknowledge that our communication did not always provide the clarity and assurance you were seeking, which is something we are actively working to improve.
  We want to confirm that your order has since been fully delivered, and we hope you are now able to enjoy the complete setup. That said, your experience has been shared with our team to help refine how we manage expectations and support our customers more proactively during delays.
  Should there be any lingering concerns or if we can assist further, we encourage you to reach out to us directly. We truly appreciate your feedback and the opportunity to make improvements.

• Review fromKonstantin P

  Date: 09/04/2024

  1 star
  I ordered the 10x10 pergola in May of 2024. The sales process and delivery were pretty good. I realized the pergola louvers were missing the plastic rollers required for the roof to function. I tried contacting customer support via phone and email for several weeks but have yet to be able to connect with anyone. Finally, after dozens of calls and emails, I connected with customer support folks. They promised me shipping information for the rollers in the next day or two. We have been exchanging emails for over two months now. It appears that Hanso is not in control of their manufacturing process. In every communication, they keep telling me that they will get it out to you in 24 hours and to please accept $350 dollars for the inconvenience. I have requested a full refund, and Hanso stopped responding to me. I have pictures and all the email communications with them regarding this matter.

  Hanso Home, Inc.

  Date: 07/07/2025

  Thank you for your feedback. We sincerely apologize for the inconvenience and frustration caused by the missing rollers, as well as the delay in resolving the issue.
  While your order was successfully delivered, we understand how disappointing it was to discover a missing component and then experience difficulty reaching support. The delay in sourcing and shipping the replacement rollers was longer than we aim for, and we regret the multiple follow-ups it took to get this resolved. We also understand how repeated timelines that weren’t met only added to your frustration, and we’re truly sorry for the impact this had on your experience.
  We’re glad to confirm that the replacement rollers were ultimately shipped and received, and your pergola is now complete. Your feedback has been taken seriously and shared with our operations and customer support teams to help improve the speed and clarity of communications going forward—especially in resolving post-delivery issues.
  If there’s anything else you need or if we can offer additional assistance, please don’t hesitate to reach out. We appreciate the opportunity to address this.