Structube

To furnish our first purchased home, my wife and I spent close to $2500 on a sofa, ottoman, and office desk from Structube. Upon having the furniture delivered, we learned that this company manages to keep prices low because it completely sacrifices on quality and customer service.

The company they contract out for delivery is a disaster. They do not show up on time, and are extremely unprofessional. The two employees were yelling to one another while carrying the furniture, and apparently it was my fault that there was no adequate parking for their truck on my street. And they actually charge $90 for this lovely delivery process.

Our most expensive item, the sofa, had no less than 5 defects - crooked legs that did not line up, a large rip, staples that were not fully inserted, and a cushion that was not completely attached. I diligently photographed the damage and provided it to the customer service department. They offered me a rebate of $90 (which was the cost of delivery fees), or an exchange. The exchange would have required us to take time off work and again deal with their logistics company. This is not something we can afford having recently purchased a home.

I asked if they could do better on the rebate, to at least cover part of the product price beyond the delivery fee, to allow us to buy some decent pillows to cover the torn cushion, but received a generic email asking me again to choose between the pathetic $90 offer and a painful exchange process.

Their customer service department works impersonal shifts - you deal with a new call centre employee each time, who does not care one bit about your specific case. You're just a ticket in the system, getting canned reply after canned reply.

The exchange requires disassembly and repackaging of the item - they put the burden of their mistakes right back on the customer.

After repeatedly and unsuccessfully asking to be introduced to a manager, we gave up and took the pitiful rebate to keep the sofa as is. For a company that has received so many negative reviews online, you would expect them to take more interest in customer satisfaction. You may get lucky with your order, but remember - you get what you pay for.