sunslifestyle.com

Still no pergola after 10 months waiting

I ordered a pergola from this company back in May 2024 and paid a 50% deposit. Initially I was told delivery would be in late August. The sales experience was superb, they were attentive and helpful, but the minute they had my money this changed completely and I was met with radio silence. Months passed with no proactive update – it was always left to me to chase to find out what was going on and every time I spoke to someone the date was further pushed back due to an issue with the electric roof. One lady in particular was rude and dismissive. Eventually, Cheryl in the customer service team (who has been very helpful when I’ve been able to speak to her, but is often unavailable) took charge of the situation and gave me updates each month. The pergola finally arrived from the supplier in late January, however, it was missing two side panels and, based upon my experience to date, I requested that the whole order be delivered once everything was in stock. The side panels were eventually delivered to Suns Lifestyle on 25 March. I paid the balance due and I was told that my pergola would be collected by the courier on 1 April and delivered shortly after. On 2 April, Tarina in the customer service team told me that the delivery had been booked in for 9 April and that both the courier and installation team would contact me within the next few days to confirm. First thing on 7 April, I contacted the team to advise I had not heard from anyone and they said they would chase this up. A few hours later, they emailed me to advise that it was the courier who organised deliveries and perhaps it was them who had told me the 9th – I directed them to the email from Tarina and advised I had not been contacted by either the courier or the installer. I called again at 3.30pm for an update, only to be told in a rather offhand manner that Cheryl was still chasing this up “for me” (her emphasis, not mine) and that they hoped to have an update for me by the end of the day. I advised I wanted an update either way, as I was concerned that my order has gone astray and they are doing nothing to alleviate my fears. I received a call at 4.50pm to say that the courier had just advised that the pergola should be delivered on Thursday. I appreciate that they had been waiting for an update from the courier however when I asked when this would be confirmed by the courier and when the pergola would be installed, I was told that the courier would contact me the night before to confirm delivery and once it was delivered that the installers would be in touch “in a few days” to organise installation. I asked for them to contact the installers now on my behalf to arrange an installation (considering I have been waiting 10 months and continually let down) only to be told that basically once the pergola has left them, it is with the courier and the installer to sort out. This is unacceptable. My concern is that if this pergola does finally turn up on 10 April (my confidence is low on this point), I will then be waiting again for an installation slot, especially with the Easter break fast approaching. I paid Suns Life for this service, not the installer direct, so as far as I’m concerned it is their responsibility to arrange this. I should not have to be continually chasing (indeed I have no idea who to chase as I’ve had no contact from either the courier or the installer!). The lady who called me said she would make a note of my comments on her system and offered what appeared to be a rather insincere apology, but I have no confidence this company will deliver. I was promised this pergola would be with me before Easter and that installation would be the same day or day after delivery but this appears to have been yet another misrepresentation. I had my garden patio designed around the pergola dimensions, had new electrical power cables laid and after 10 long months I am now well over £10000 out of pocket with no written confirmation as to if or when this pergola is ever going to be delivered and installed. And yet the website says you should expect "professional pergola installation within 2 weeks". This has been a very stressful and highly disappointing experience and I still have no pergola.

Date of experience: Apr 07, 2025