Very poor experience and completely unacceptable service.
I contacted this company to install a pergola in my back garden.
They have two websites, Xterior.co.uk and Xteriorlifestyle.com, both showing same company’s address.
They visited my home and explained the available options.
Once we agreed on the final design and price, I was asked to pay an 80% deposit upfront, which they said was required to start processing the order.
I paid this deposit in early April 2025.
Since then, nothing has happened. Communication has been always extremely difficult. Emails are only answered after repeated chasing, and phone calls are rarely returned.
Whenever I did receive a response, I was repeatedly told that my pergola is a bespoke order and that production at a factory in Poland would take time.
After about eight months of continuous chasing, when I’ve started involving also their Polish supplier/producer Tarasola, they finally confirmed an installation week by email — however, this commitment was also not honoured.
It has now been almost 10 months, and there is still no pergola, no installation, and no clear explanation.
Customer service, when is rarely available, keeps saying order is in production.
As it stands, they have only taken a very large deposit and delivered nothing at all.
I am now approaching a solicitor to begin legal proceedings.
Based on my experience, I would strongly advise others to be extremely cautious before paying this company any money.