I recently relocated to Ottawa and had to order a large amount of furniture for my new home. After looking at many different stores, it was clear that Structube was the best option as they maintained affordable prices without sacrificing style and design.
As mentioned, I ordered a number of pieces from the company: media unit, coffee table, couch, armchair, dining chairs, bed, mattress, dresser, side table, and mirror. I was pleased with the products when I made the initial order, but after setting them up, I was elated! The products looked fantastic and were very easy to put together. I was able to complete everything in less than a day.
The only issue that I encountered was in regards to service. Although the staff was mostly helpful, there were a number of issues with my order. Initially, I had placed one large order that was to be delivered on September 2nd. I was informed that some pieces were back ordered, but that if they were not ready for the deadline, they would simply need to be picked up at a later date. A few weeks later, I called back to confirm the order, however, I was informed that nothing was scheduled to be delivered as they were awaiting one piece. I was very grateful I called, as this miscommunication on the company's behalf would have left me without a bed to sleep on.
Following this, the order was split and reentered with all pieces, apart from the media unit, scheduled to be delivered on September 2nd. The delivery went well and later on September 8th I was informed that the media unit had arrived. I went to the store that evening and was quite upset when I found out that the unit, which I originally ordered months before, had been reentered in the wrong colour. I was sent home empty handed.
I was informed by Structube that I was only to receive a small discount to compensate me for this mistake. I remain quite frustrated by this and feel like the company should have done more to assist me.
Although I will continue to support the company, in the end, I did not feel valued as a customer.
- Approximate cost of services:
- $2,200.00
- Company Response
Hi, thank you so much for taking the time to contact us! We are thrilled that you are pleased with your purchase. We are sorry that a mistake was made causing further delays in delivering your media unit. We truly value your continued support, you won’t regret it! We are proud to inform you that we are making major changes to our customer service so you can count on a superior experience on your next visits. One of these changes involves an updated system informing our staff of product delays so they can proactively notify customers.
Thank you!