Structube
Reviews and Complaints

HI,

I would like to express my complete disappointment with Structube and the delivery company used for them.

I bought my sofa with you on July 16, 2018 (which was not chip one) there was the window of 4hours within I also paid for ($90 CAD).

First the sofa: I attached what I received from Structube. If this is an issue with the delivery company, I still deal with you (Structure) and I was expecting that you had a good 3 party to provide a good service.

For the return and exchange, with is basically a Structube fault and problem, still, apply the same rule of 3 days and window of 4 hours? I don't fully understand what is a good customer service from you.

I still not happy with my experience and options:
1 - Refund of 20% - this is too small for the inconvenience and cost that you going to have on this case
2 - Exchange process follow the same procedure of delivery (this is a terrible process to get the customer back)

This is what a customer receives as a service?"

The customer service for this company is by far the worst I have ever dealt with. I bought a table online and when it arrived the box was mangled and the corners were damaged. It wasn't bad but still. What gets me even more is when I called customer service I spoke with Nathan - this guys is useless and not helpful whatsoever. I explained my issue and all I wanted in return was to either waive the delivery fee, or, give me a $80 gift card for some chairs that my wife wanted sop badly. He basically told me this was not possible. I asked to speak with a manager and he explained to me that this was also not possible.? I find this utterly sad that a company charges a delivery fee because they cannot delivery an item to one of its stores because of its "SIZE". Most Distribution centers deliver their products to their local stores (at no charge to the customer) which is understood right! I really hope their is some good QA control here and that someone is reading these complaints.

If their is a Manager out their please contact me

Frank
WO#[protected]
[protected]@hotmail.com

I am a huge client at structube. I always buy furniture from there, but i have recently experienced a horrific incident FROM THEIR PART and they want to charge me extra... I bought a bed and asked for it to be delivered. I have two accounts one for my house and one for my hair salon. They did not call or ask where to deliver my furniture they decided by themselves to send me the bed to my hair salon (which has no place to be put and has been laying in my lazer room for 3 weeks). I called them they said they would call me back. I did not received any call back. After having called them again 4 times, i spoke with the manager and she said they had to charge me the delivery fee of 90$ for their mistake? Absolutely idiotic of them and not my fault they didn't call to ask. Unprofessional and deceiving i will never buy anything from there anymore.

Re: Order No [protected]

This is with respect to my Order No.:[protected] for the Versailles bed (king) and two Ria nightstands, placed on May 25, 2018.

As no update was provided I contacted Structube's customer service to inquire about same on June 8, 2018.

I spoke with Hugo advising him of the situation. Hugo advised that the Ria tables purchased were on back order until September 2018. He further confirmed that the Versailles bed was also on back order. However, it appeared that a bed had been set aside. I advised Hugo the when I had placed the order that it stated online that the Ria tables would be back in stock as of May 28, 2018. Same was also reflected in my invoice. Hugo requested I send a copy of my invoice reflecting the restocking date. After reviewing my online order Hugo proceeded to tell me of my options (I) wait till September 2018, to have the order shipped; (ii) have the bed delivered now and incur the additional cost of $90 for a second delivery charge; or (iii) travel to a store and pick up the bedside tables myself.

I advised Hugo that the options provided were unsatisfactory as I have already incurred the cost of delivery and to hold my items until September 2018, was unacceptable.

I requested to speak with a manager and was told that was not on option and that I would have to fill out a form online to address my concerns.

Hugo advised that he would send an email to the "managers", given that I could not speak to anyone in management directly. He further indicated that I would receive a response by June 11, 2018.

Unfortunately, as of June 12, 2018, no response had been received from Structube.

Again, I called Structube's customer service and spoke with Petro ID No. 35. I advised Petro of the situation and was inquiring as to whether a response had been received to my complaint. Petro advised their was no change and that my options were either to pay the extra cost of the second delivery or wait until September 2018, to receive my order.

I advised Petro that it was unreasonable to wait till September to have the bed delivered when same was in stock and could be delivered now and then again in September once the remaining items were in stock. I requested to speak to a manager given that a resolution could not be met. Petro rudely advised that I could not speak to any managers, and indicated that "managers do not take calls", and proceeded to insult me and threaten to terminate the call. I requested Petro to transfer the call to a manager to report the incident regarding his behaviour and lack of professionalism. Instead of transferring the call Petro terminated the call.

I called again, and spoke to another rep and advised of what just had just transpired and the ill fitting treatment just received. The rep advised that in order to have my issue resolved I would have to fill out the form online.

I completed the online form on June 22, 2018, and to date, no response has been.

I also reached out on social media and was advised on July 4, 2018, that I would be contacted the following day. To date, I have yet to receive a response.

This experience has been highly dissatisfying. The handling of this matter has very unprofessional. Structube's practices are highly unethical and do not align with the values it claims to promote.

This is now my fifth attempt to reach someone to have this matter resolved. At the end of the day, I purchased a product which has been paid for and I have yet to receive same and my only option to receive it is to incur additional costs.

I'm now at the point where I am contemplating cancelling my order given that structure does not value its customers.

Please note that I will also be making a formal complaint to the Better Business Bureau, for Structube practices and lack of professionalism. As well as, poor treatment of its customers. Clearly, being an independent and strong woman is something that is frowned upon with Structube and is clearly reflected in the handling of this matter.

I request a response as soon as possible.

Jenine Pereira
Tel. [protected]
Email: [protected]@hotmail.com

I purchased a duvet cover from Structube, Granville Store in Vancouver on May 30, 2018. The store clerk told me the item was not stocked on site and he would order the duvet cover from the warehouse. He also said I would receive a phone call when the item arrived. What he didn't tell me was there was a time limit for the item to be picked up from the store and if the item wasn't picked up within 2 week the order would automatically be cancelled. No one called to notify me the item was in the store waiting for pick up. July 1, 2018 a store clerk phones to tell me the order has been waiting for pick up and I have until tuesday, July 3 to pick it up otherwise the order would automatically be cancelled. Again, no one told me this when I purchased the item. I said " it would be more convenient for me if we extended the pick up time now because I am out of town and I know I can't get to the store before Tuesday." He told he couldn't extend the time now; I would have to call the store on Tuesday and only then could the time be extended. I said "that wasn't very customer friendly but i would try to call on tuesday" He said again if i didn't call the order would be cancelled. July 4, 2018 store clerk phones to tell me the order is now cancelled and if I want a refund I must come into the store with my credit card. I asked if we could reimburse the credit card now while we are both on the phone. He said no. My response, said in a normal tone of voice (not yelling, ) and politely waiting for him to finish his comment, was "I do not like your business processes; if I was able to get to the store I would have picked up the duvet yesterday. I am out of town" He interrupted me mid sentence and said " you are being very aggressive; I've given you the information" and he hung up on me while I was still speaking - I would say hanging up on someone is cowardly. He made no attempt to accommodate any of my suggestions; to offer empathy given that I was out of town; he was rude and clearly didn't care about his job. I don't know who he is because he never introduced himself; never gave his name but then cowards generally don't do they? Avoid this store.

I order the product on line last week after viewing the product on line at the Halifax store in January. The color on the store internet screen indicated a bright red with a strong orange tint. Also the size on the site provides dimensions indicating that the chair has a width of 21.75 inches. On the strength of this I purchased 3 chairs. Unfortunately I was rather disappointed when these arrived with a red that strongly pulls on pinks as well as being much wider than 21.75 inches.

I am surprised and disappointed that I was told by Sophie ( call 474956) that I would be responsible to pay a pick-up fee of $55.00 plus taxes. I find it frustrating that I would have to pay this fee when the information on your site is not exact. I was further frustrated by the fact that I was told I had to send pictures of your product indicating that it is not of the correct dimensions. It is after all you product and a quick look in your warehouse should be able to demonstrate that the chair back is not 21.75 inches wide and that this is not indicated on your site.

I wish to be contacted immediately in order to resolve this matter and return the 3 chairs at no charge to me.

I ordered the Halima bookcase back in March 2018 from the South Edmonton Common Structube, and picked it up from the store on March 20/18. When I got home and opened the box, I noticed one of the shelves was completely broken off, and another one was very loose. I called the store right away and spoke with a woman, explaining what happened. She gave me the email to report the incident, where I sent photos and received a call that they would be sending me a new one. While on the phone I asked the woman if I needed to return the broken one now, while I still had a good-sized vehicle, but she said "no, we will switch it out when the new one comes". All of this was great, and I appreciated it.

However, on Monday May 7 I received a phone call and text message that my order PARS01SP010548 was in. I called Structube on Saturday May 12 to arrange a delivery and they said since I didn't have the first one delivered, I had to pick it up. I explained that I was under the impression from the girl I originally talked with that it would be delivered, and I had already thrown out the box, hoping to just put the broken one in the new box when it arrived. He again said no, he "didn't have the authority to authorize delivery since it wasn't originally delivered". I explained to him it was difficult to arrange a vehicle to fit it and since it was not our fault the product we picked up was broken, we should have it delivered. He then told me to come into the store to "talk about it more".

I went into the store the same day, but right away they just said the same thing, "No, it was picked up so we will not deliver it". Again I explained that I already threw out the original box, and it is difficult to arrange a vehicle large enough to fit it, but he still said no. I asked if I could then have a partial refund and just keep the one that I purchased and I would try to fix it myself. He said all he could provide me was 10% of my purchase fee back, or he could talk to someone from the head office. I asked him to do that, and he said he would get back to me.

My husband and I are very loyal Structube customers, we have many pieces of furniture and accents from Structube in our home and we are not people to complain, but we did not appreciate the customer service that we received in dealing with this. There was no understanding from the Structube staff. I have seen other companies provide delivery when their picked up furniture has come damaged. It would be difficult for us to get another vehicle large enough to fit the bookcase, pick up the new book case, and return the old bookcase with the box from the new one.

What we would like is the new bookcase delivered, and the old bookcase taken back. We do not feel we should have to pay the delivery fee as the original furniture came damaged. We really like our furniture from Structube, but don't think we will be going back if staff aren't understanding in dealing with situations like this.

My name is Nelia Teves and I placed an online order for my Clients #[protected], two shoe storage units and delivery was scheduled between 12-4pm on Tuesday March 20, 2018. Two phone numbers were provided my Clients as primary and mine as secondary as I'm a designer and not always available. There is also 24hr concierge at the building where they can leave the packages. On delivery day the delivery personnel said they called the number on file which was mine, not the primary number I indicated to Structube. They also said that there was no Concierge. They didn't wait to for the Concierge, just left...my Client was in their unit and they could have gone up, regardless. I called that same day about 5min before they were supposed to leave and they had already gone. I called Structube, they were supposed to get back to me, they didn't. I called again Thursday March 22, 2018 and Structube says it's NAL's fault(delivery company [protected]) and quoted my Clients number as the number to give NAL! NAL does not have this number on file and blames Structube! There is no one at Structube apparently that they say I can call because I don't feel it's fair to be charged another $99 delivery fee for an error that was on both their ends! Very frustrated and would like to be compensated for the extra $99 delivery or refunded the full amount from Structube including delivery fee, total $506.47. I apologize for the longwinded message...
Thank you for your time, it is appreciated,
Nelia

To whom it may concern.
Structube at the mayfield common location. [protected]
I would like to speak to the regional manager. I ordered a bedroom set after having a conversation with a female employee and I found out 3 weeks later this day when I got the order that there is no mattress which I had clearly talked to this person. I ordered it through a employee named Aaron. I than called today at 11:53 and spoke to Aaron explaining my situation. I was than given attitude and disrespect as a customer by this individual who told me that he is the manager. I can't believe that there is no mattress. Who buys a bedroom set without the mattress. I don't understand what happened but now I have to come up with 679 more to get the mattress that could take 3 more weeks to arrive. Clearly your staff at this location need more training and the so-called manager clearly needs a talking too. Customers do not expect attitude or disrespect. I want a phone call from a regional manager who I can talk to. Allen lambkins [protected].

Purchased for more than $3000 from this organization. The sectional sofa that I bought from the liquidation section was said to be an extra demo piece with no damge. Upon delivery, I find the legs badly damaged, and unable to even set it up. The manager at the store was absolutely uncooperative, and questioned me as to why I did not turn the sofa upside down at the store to check for damages. I am looking to get some contact for someone higher up in the customer service team. I feel betrayed, even after being a very honest customer of this brand. Now, I am left with a useless sofa at home with no customer service.

I visited the Vaughan location.
To Pick up my Online order items that I placed &purchased.

Should have been a quick transaction HOWEVER it took 45 mins to find my items and exit the store.
IT should NOT take this long.
Paul is who help me
Would be faster to shop in store. RIDICULOUS !
NEVER AGAIN NEVER AGAIN WILL I GO TO THE STORE Just Opt for Delivery

Been into store a few times to look at furniture and spent considerable amount of time in there working out what furniture we want in our new home. Spoke to Gabriel and Chris at Oakville stores, and been waiting for them to call us back with regards to a bed that they have on sale in the store, but has a big chip in, they advised it could potentially be better discounted, as such we held on our order pending their confirmation of this.

I've had to call them twice now for an update, they are rude, and obnoxious and not interested in helping. We were going to buy two beds, a sofa, night stands, chairs, and a few other items from there over $4000 worth, however, I would rather throw my money down the drown than give them our custom, if its that hard before we have ordered the furniture how bad will it be if there is an issue or waiting for delivery. No confidence they clearly have too many customers to cope with demand, or job satisfaction to care! Disgraceful. I won't be going back to Structure, its a shame because I feel like the products are fairly decent.

My terrible experience was with the Granville Store Manager. Rude beyond belief and a liar to cover his butt. Basically to make a long story short I was inquiring about the quality of their furniture: Sofa, Arm Chair, Love Seat frame within soft furniture. Is it wood or particle board? The manager of the store hung up on me refusing to answer. Happy I figured it out before ordering from this terrible company. If a problem with the furniture arose I'm certain they would not ethically deal with it base on my first, second and third experience. People stay away from this store. They do not care to treat their staff of customers with dignity.

We purchased nightstands and drawer chest in July. Just about a month the drawers of the furniture can't be closed. We don't know what happened to the drawer slides, the wood surface was damaged and scratched. We asked them to send technician to fix it. They told us they don't have technician, and we need to bring the furniture back so they can see it. We were requested to provide pictures and video, and we did. The issue has not been resolved. We need someone to install drawers and full extension drawer slides.

Name: Violaine Tourny
Contacts: [protected]
[protected]@gmail.com
Re. chairs purchased July 13th 2017, available only July 20th day I was flying to Europe. I let store know arranged a friend to pick them up, informed me of issues I dealt with as soon as I returned and called Aug.16th 2017 to complain about defectuous chairs out of the box.
Refusal to exchange, replace or give a major discount from the store.

I spoke with the manager Jesse many times over the past few weeks, again yesterday with just a nasty cold and far from "customer first" attitude.

Here below is an email sent Augsut 18th 2017 to the Store Structube right beside my home. As my calls since returning from France, and as the attitude over the phone was being dismissive and of ill-will, I preferred to leave a written document which I could not attach here.

After this letter and many calls, I was asked if I had kept the huge boxes (who would have used a room in a condo to store them?) and as they had discontinued the item they were only offering a $25 dicount take it or leave it.

I am more than shocked expecially as we too had issues when doing a big purchase in 2012 of a bedframe and 4 chairs. I too had to write a complaint then to have the torn chair replaced. And Structube poses as a fancy quality furniture place in Yorkville.

I purchased the chairs July 13th but they would not be available until the 20th, day I was flying to France. I did inform them and organize a friend to go pick them up for me. He laready encountered several issues, the store hesitated to bring in one new chair, but "fixed" it with a floor model of which photo is attach and the piece of wood where we sit on clearly has an important slant to the left, making sitting very uncomfortable.

Your earliest response would be appreciated.

Good afternoon,

As I spoke to my friend today, I must let you know I am aware there was an issue with a chair. He came to see you July 25th, that you hesitated to order a new one as the issue was major, and instead provided him with a floor model that you originally refused to sell me with a further discount.

I also had clearly informed you upon purchase that I was leaving for 3 weeks on July 20th therefore my friend would kindly come pick them up only and screw the feet only which he did on the sofa.

As you were informed, I returned only August 15th around 7 pm and can prove so with my plane ticket.
I immediately realized all chairs had defects at the arms, one with a blob of paint as if it had been touched up, and 2 had paint chipped at the back rest.

I have purchased new chairs from your store that actually looked like chairs that would have been handled without care for a good 6 months.

As I immediately called on Aug 16th morning to let you know of the issue and as one of the chair had such defects that you replaced it with a floor model, I would appreciate you to check immediatly if there is stock available to have these defectuous models replaced.
If not I am asking for another $100 dollar discount.

As I was said I have had these chairs for a month already, and as this is untrue I preferred to put all in writing for the management to review and make the appropriate decision as in no case I am responsible of chairs already damaged in the boxes.

Your response would be kindly appreciated.

Best regards,

Violaine

By V.
Violaine Tourny
FrenchEnglish Interpreter
2016 Multi-Languages Interpreter Excellence Award
Conference Interpreter
OCCI-ACI Accredited (Medical, Legal)
MAG Fully Certified (Legal)
APLI, ATIO, CIAO, OCCI, UHN

[protected]
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HST #: [protected] RT 0001

Toronto is the World in One place
Fais de ta vie un rêve et de ce rêve une réalité - Antoine de St Exupery

The items structure sells are of an inferior quality. We experienced some damage to a couch that should not have occurred if the couch was made with a fabric of a decent quality. What looks good in the store is not going to last long at your home. You can be assured of that. And when you complain about the product, even when its under warranty, the store and manager will tell you that its not regular wear and tear or something like that. Then you realize, "hey, I just got ripped off by structube. I thought I was buying a good quality product because of the price, but actually, I paid more and got an very inferior product. How is it that a $1200 couch only lasts a year? The fabric is so poor, that it rips and frays so easily. You thought you had 5-10 years on a couch. Nope. You pay $1200 and you get a product thats worth $300. The product is not going to hold up. The product is cheaply made and while its true, you pay for what you get, when you are buying from structube, you are paying a whole lot more and getting less. They know it. And thats why they have such terrible customer service that refuses to stand by their product, tell you its your fault for the damage and that they can't do anything about it even under warranty. To h*ll with them.

Stay away from structube. Do not buy this inferior product.

I made purchase form Structube.com and here is what I've gone through so far:

- The initial delivery was scheduled on July 21st, I waited at home for a whole day but no delivery and no contact. I called the delivery company in the late afternoon, and was told that it's still under cashier clearance and not sure when will be able to ship.

- I contacted the Structube customer service the next Monday, the lady saild she would help us with it. On that Friday, July 28th, when I was on a business trip, I got an email from Structube, asking me if I had received my order. I don't know what happend, no one ever contacted me during that period.

- I called Structube this Monday morning, from the customer service we knew that the delivery company attempted to deliver the order on last Wednesday July 26th but failed. I don't know who scheduled the delivery on my behalf, since I lived in a building that need to schedule for large item delivery at least 5 days prior. And the customer promised to refund the price difference of the order first, and will contact the delivery company.

- I still didn't get contacted from the delivery company. So I called them again on Tuesday morning, August 1st, and they saild it's me who missed the last time delivery, and they were about to deliver again on that day! I of course denied them and told them the HOA will not allow it. And again, I didn't know who scheduled the delivery on my behalf or the delivery company can deliver anytime they want! And the customer service is horrible. So I called Structube again, talked about the whole story and said I wanna cancel the order.

- Structube promised to investigate the problem and once it's clear, I can get the whole refund, and not responsible for the ridiculous 'retention deliver fee' from the delivery company.

- Today is August 18th, and I just got an email from Structube that a delivery happened on August 15th! It has been a few weeks after they agreed the refund the investigation. I think maybe it's time to pursue other ways to protect my rights.

I can't imagine this company will be in business for any longer given their customer service and the poor quality of their products. I have never encountered such a disorganized, and ruthlessly greedy company in my life. I've spent thousands of dollars at this store over the years and I will never go back, after a recent incident with a faulty product where they initially refused to remedy the situation. When they finally relented they lost the info on my file TWO times. I've spent hours out of principle trying to get them to do the right thing. What a scam.

I ordered and paid for items from structube and was promised an in store pick up date. I had to drive 4 and a half hours to be able to pick these items up on that date. As soon as I arrived in the city, they called me and told me a train derailed and I wouldn't be able to pick my items up. This was on a Friday, head office a d all the in store managers have every weekend off, so there is no one to contact past 4:30 pm eastern time friday evening. The staff at the store thinks the best thing they can come up with to take care of this situation is that they'll hold my items for me until I can take another 4 and a half hour drive back whenever the items show up. Of course you'll hold my items I paid for them. I want my money back and I will never do business with them ever again.

I purchased a large couch and the day before delivery was notified by the delivery company that they would only deliver to the 3rd floor (I live on the 4th). My building doesn't have an elevator as it was built in 1920 and I understand why you might have a policy like this for buildings where the elevator is out of order. What am I supposed to do with a 7 1/2 foot box by myself?

I suggest you pair up with a moving company (or several) that can accommodate your customers need rather than letting them figure it out after the fact. This policy is also insulting to those that have disabilities of which I do technically.

Thanks Structube