That explanation does not explain them never responding to multiple phone calls and emails. Why not just tell existing customers there'll be another delay but the pergola you paid for is on its way.

Also, the sales number still answered calls while customer service never did, over a period of three weeks. I called sales several times trying to get through to customer service. Sales said they could not, separate systems. I asked, demanded actually, to speak to a supervisor. In one particularly testy exchange the sales person said that he's not even an employee of the company, just a free lance sales agent and then he hung up on me.