Structube
Reviews and Complaints

I bought a full living room set from structube online in beginning of October 2020. Delivery time said max December, but I got it only at the end of January with no notice of the product possibly being late. Once we got it, our most expensive item broke within a week (Kinsey L seat couch broke when I sat while I'm only 110lb). Once I contacted structube about the matter, they offered me 50$ to keep it as it is, which is completely insulting. I am a student and I spent a lot of money on their product. I was expecting quality.
when I asked to proceed with the exchange it took 7 months and a half to obtain it and the whole time I had to call to ask for updates as I wasn't receiving any. Then once the exchange was ready, they said that they couldn't exchange the product if it wasn't in a box. I asked for a box and they said that I had to find it myself, that they can not provide it. As the couch is huge, I couldn't find a box it's size in time. Once the new couch arrived, we had taken apart the old one and we were expecting to be allowed the time to transfer the old couch to the new one's box as it was impossible to find one it's size. They refused to wait, left the couch in my garage and left. They said we would be contacted for it and never were. After a week I called them and they said that they would call me on Monday with the date they will pick it up. We are now Tuesday and I still have no news. I tried to call on two different phones, but the line is unavailable. It is blocking me from parking my car in my garage and there are parking tickets for parking in the street in my neighborhood. Though I asked for urgency, I am receiving no service. Next step is giving it away to charity.

I Purchased a sectional from Structube that was damaged when the sectional was delivered .I contacted the store they said that they would do an exchange today was the delivery day of the new sectional delivery people did not want to exchange my sofa when they arrived at my home. Very route delivery people unprofessional. Very unsatisfied with the service and with the company. Issue is not resolved.

I had 2 orders delivered with Structube on the sam day.

Upon the delivery, the delivery company did seem to have any idea of what they were doing or what to deliver.

I had asked to see a packing slip of the items and the delivery driver did not have this for me and drove away.

Once the driver had left, my partner and I inspected all the products and noticed we were missing the above state planter. I reached out to Structube less than 24 hours after delivery to notify them.

They emailed with me back and forth stating that the delivery company had in fact delivered the said piece.

I had to reply back to them and state that in fact this item was not delivered.

They have now refused to deliver my missing item or issue me a refund.

This is totally unethical.

I have also asked for proof of delivery for the item which I have no received.

I would like to get a refund for my non delivered item.

I purchased the sofa on May 27/2021. Item delivered June 2nd. That was an ordeal. I contacted Structube to get an approx time of delivery as I live in a condo and I have a 2 hour window and the deliveryman has a 4 hour window. I was greeted by the most unhelpful service rep ever. She told me due to covid policy the deliveryman would leave the product in front of my building and I would have to carry it up myself. She did nothing to attempt to resolve the issue only angered me. I asked to speak to a manager, she told me she would have him call me back, never heard from a manager. When the deliveryman arrived he reassured me I would not have to carry a SOFA up the elevator, down the hallway by myself, that is his job. This lady made me stressed for no reason. To add to the aggravation, he sofa was delivered without the headrest. I have called, emailed and to date I am still waiting for the headrest and there is no form of escalation at all. I just have to sit and continue to let Structube f*** me up the [censored]! This company knows nothing of customer service. I will never purchase from them again and they can count on the fact that I will be sharing my experience with everyone I know.

Structube keeps pushing the delivery date back for my order without telling me. It's not pushed back for a day or two ... it's pushed back about a month at this point. I've asked to speak with a supervisor numerous times but they refuse to call me. They can't tell me why it's been delayed. I've received conflicting messages from them with regards to why it's delayed. I've received exactly zero customer service. Honestly the worst retail experience I've had.

I purchased the 1x MARGOT Sectional Sofa in late December 2020. My partner and I are the only ones that sit on that couch and after four months not only the fabric is stretched and ruined, but the zippers from all pillows are broken.
I submitted a request for a return to Structube and I was told that they could not honour my claim because the damage was expected from the use. This is absolutely insane as no sofa has a lifespan of four months and if so, this was not on their product description.
I'm attaching pictures and the email response for reference.
________________________________________________________
Vickie (Structube) - May 18, 2021, 8:57 EDT

Hi Pedro,

Thank you for your patience

We are sorry to hear about the difficulties you have experienced.

We have reviewed your exchange request for the item : 1x MARGOT Sectional Sofa

Please note that we cannot accommodate your return request for the reason that the issue reported has been deemed normal due to usage.

Thank you for your understanding,

Vickie
________________________________________________________

I ordered 6 chairs for $942.42 order number 101130629 and they delivered on 16th April only 4 while made me sign on delivery of 6. They delivered 3 boxes saying that there is 2 in each box but in total there were 4. I have tried contacting them through phone and contact us form but there is no response on missing delivery. Further, the 4 chairs are defective having 1 leg short of each for this also they never respond. I am kind of stuck as I already made my payment and they are not responding at all.

Made a christmas order in the beginning of november, the delivery date changes every time all the way to march now. They take your money and sell the product before for filling the orders. They keep you money for long periods and no product!

You call they never answer the calls, you send a complaint in via the web site and get a computer generated genetic message.

I want my money with interest back now!

This company is the worst!

This is the e-mail I received from one of Structubes employees about my purchase of 2 Margot sofas that were delivered on 3rd October 2020. I had purchased three sofas I am having issues with two of them, I have copied and paste their response to me after submitting a claim, and my response back. It is a response that they have generated for all so pathetic. I am not a stupid person I know when material is crap this response back is ridiculous.

We are sorry to hear about the difficulties you have experienced. All STRUCTUBE products carry a one (1) year warranty unless otherwise specified. Valid from the date of delivery or pick-up. The warranty applies to manufacturing defects resulting from residential use only. Our products are not intended for commercial nor industrial use. This guarantee does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discoloration, shrinkage, fabric pilling, misshapen filling materials and stains. Products that have been stored, assembled or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. This guarantee does not apply if the product has been placed outdoors or in a harsh environment. This guarantee does not cover consequential or incidental damage. The original receipt is required for all claims and is non-transferrable. Based on the nature of the issue(s) reported, your claim has been deemed out of warranty.

Thank you for your understanding,
Omayma

Well I am very disappointed in this. I will never be purchasing a product from Structube again. The material on the Margot sofas are crap and the density of the cushions. I will be letting my friends and family know this. I can see if I had the coach for more then 6 months to almost a year that is on me but not even 4 months that is so sad and I am the only one sitting on it. I will let my son know never to purchase furniture from Structube and I will let him know to let his friends know at his University. I guess this is a big lesson to me to read and ask questions about the policies as well as the warranty. This is pretty sad, I should have purchased my furniture from another store from now on. I've never head of such a ridiculous warranty, if your customer who has spent over $3000.00 worth of furniture is not happy you think that the company would go out of their way to fix the problem.
Not a happy customer!
Deborah Allen
[protected]

I ordered $2000 of furniture on October 8 and was chargednon that date with back in stock date of Nov 23. In the beginning of December i followrd up several times to finally receive a response that there was a delay on my order and should arrive by Dec 19 (which website also indicated as back in stock date). Now im being told February? Customer service is horrible; they have no problem taking my money that i have to pay credit card interest on without actually having my products. This is ridiculous! They shouldnt be charging people in advance when its taking months to supply the paid for product. The employees have no idea what to say or do... they cant give straight answers or timelines. I dont understand how they are still in business.

U purchased the Anita swivel chair and told I would have it sometime in November.
I called and was told I should have it by mid November.
I waited. Nothing. No call back
I called the last week in November and told it could be in the first week December.
I called this afternoon and she informed me it could be in January!
I didn't want a refund as I REALLY want this chair!
I was informed that they rec'd many calls on order delays.
I'm frustrated.
They have no real contact with the ppl who supply. Help!

I bought the enzo ceramic top table just over a year ago. Just recently I noticed that the ceramic top was cracked and being pushed up. The wood underneath the ceramic top has split in several places. We have never done anything out of the ordinary to this table. Force has never been applied to it, nothing heavy placed on it, nor extreme heat or cold. Just normal every day eating our meals at it. This is clearly a manufacturing defect as it appears that the wood was not sealed properly. I contacted Structube and was basically told "too bad, so sad". The construction of their furniture and their customer service is truly appalling.

ORDER #: 100744965
CLAIM#: ECOM75.14

I got this couch in july with a missing seat cushion pillow. Its been laying in my house this way since then. I requested the missing pillow which was structube's fault. Had the hardest time getting a hold of anyone as local stores said its an online order and they cannot assist. Finally online responds and said they will put in request hence why the claim # was created. Then I had no communication. Then I followed up myself 2 weeks later and they said "oh it has been sent here is tracking info". By the time they did this and I tracked it... It was already on its way back to warehouse. This doesn"t make any sense. I was provided info way too late about dispatch and delivery... Anyway I tell them I see its been returned already and I don't understand why this info wasn't provided to me in a timely manner... I had to reach out and get it even when I did... Which was too late. I got a rude response back from online team saying I should have picked it up? I said I had no idea it was dispatched and had no info either... Anyway I said could you re-send it to your edmonton location - I will pick up in-store. No response. I asked again. No response. Its been 1 month no response. I am so fed up.

I finally go back to local teams as the online team just stopped talking to me, and I told them I just want to return the couch at this point and get a refund. They have both said we can't do anything its online team that processes refund and then we can help with local pick up... which is fair enough. So I get on the phone again today with online... hoping to get through.. even though I have spent HOURS over the last month on hold with online team and not gotten to talk to anyone. Today I actually get through to an AGENT that says... I ACTUALLY CANNOT HELP YOU. I CANNOT REFUND... this has to go to DISTRICT MANAGER. The local teams have told me this has been escalated to district manager for the last few WEEKS. NO manager has ever contacted me... SO this is another effort as this email was provided to me by online team... PLEASE STOP yanking me around like this. This is ridiculous.

All I WANT IS TO RETURN THIS COUCH, GET MY REFUND AND ARRANGE PICK UP TO GET IT OUT OF MY HOUSE BECAUSE IT CAME TO ME WITH A MISSING PIECE DUE TO THE COMPANY'S FAULT.

PLEASE HELP.
If you have any questions, I have CCed in the local teams who have been trying their best to help me on their end, but their hands seem to be tied too. Its been 3 months of mental distress. Imagine you designing a new house and having a couch with a missing seat pillow sitting there.. and not being able to get the cushion or to process a return.

PLEASE PROCESS THIS RETURN/REFUND ASAP.

I should have known in the first few weeks of buying this chair, that the design and engineering of this product was going to give me headaches, and as it turns out, back pain. The four sets of screws that hold the base to the chair are either not long enough, because we have tried three sets, or the engineering behind the chair works against the strain of sitting on the chair as the screws continuously fall out. Return to store, call the store, they give you replacement screws and tell you to check the installation guide. Screws go back in the chair, you sit on it for another week or so and you notice the screws coming loose again. All the staff t the store do is make promises and send you away. They have never taken my complaint seriously for this ongoing issue with this defectively designed product. They offered me $60, but that won't cover a replacement for an office chair we really need. I have complained to all levels of this company and feel that replacing the chair for one that actually works would be a fair compromise, even agreeing to take a floor model of a functional office chair and be on my way. Help me please. Steve Landry

On November 30, 2019 Monroe sectional sofa 44.41.64.66 was returned by Structube delivery service. The customer service line told me i would receive my refund, once the sofa is picked up.
That scenario has changed to refund will be issued after 7 business days from pick up, and when the 7 business days has passed, they still didn't refund me.
Now almost 2 weeks they received the sofa back and did not refund me.
Every time i call the customer service, they say an additional 5-10 business days needed, and it just never ending.

I ordered a modular sectional sofa which took 6 weeks to deliver. Once it arrived the product was incorrect. They shipped only one corner section and 4 middle section rendering the product unusable. After 7 days of incessant calling and filing a complaint online I finally got a call from the winnipeg district manager. The district manager informed me they would send a truck to pick up the incorrect piece and that I would have to wait for 6 weeks to get the replacement piece. I informed him that I do not agree to those terms, I clearly dont trust that they will fix this and then I will end up with having a partial product which would render me ineligible for a refund i was certainly not going to accept that. The manager said too bad that is the ONLY way they will do this. I asked if he thought this was a logical solution and if he was in my shoes if he would accept this solution he just repeated that this was the only way it would happen. I said if structube doesn't want to work with me I dont want to work with them and I want a full refund. Now they are trying to schedule a pick up of the incomplete product with no clear answer of how I will receive my refund. To which he couldnt respond because it was an online order. Now I am essentially out thousands of dollars working with a company that is completely unwilling to work with me or help me resolve THEIR mistake. I am filing a claim with the better business bureau immediately I am absolutely dumbfounded how a company can still be in business that burns their customers in this way. I then called their customer service to escalate my complaint and they refused to help me and essentially hung up on me when I asked if she thought she was providing satisfactory customer service. All I asked for was contact information for their consumer relations department. This has been a nightmare and this money being tied up is causing considerable financial distress fornmy family.

I bought a rug from them and picked it up in store. It took them 3 weeks to prepare a pick in store order that was supposedly in stock. Next, the rug hasn't stopped shedding in over 3 months, you can't touch it without getting covered in the fibers. I can understand this happening in the beginning but they only give you 7 days to make a choice. It's also become stretched with very little traffic as I live alone. At this rate I will need to replace this $600 rug in less than a year. When I contacted them about their supposed 1 year warranty, they told me rugs were not covered and there was nothing I could do. It's crazy how they don't stand behind their product and couldn't even suggest a solution, even if it was something I should do differently. I then tried to give it a 1 star review on their site to prevent others from buying it blindly since it didn't have reviews and they still haven't posted my review. Very sketchy...

I bought a Noah leather sofa two years ago from the structube store in North York, Ontario. After using it for two years, I realized that the leather is ruined and I wanted to ask from the store that I bought for my warranty. Since leather sofa supposed to have a five years warranty. I approached to the Store and I sent them an email along with pictures of damaged sofa, and asked for their assistance. Just today their assistance store manager aka Ryan called and said that the product is not covered since it's not a real leather. When I bought the item they told me is a leather sofa. I don't know even if they are selling any real leather goods. Everything they have seems to be a genuine leather. I just need to get some solutions for my investment, which Ryan refused to suggest.