Structube

I have never encountered such horrible customer service in my life. EVER! How is this company still in business? They sold me a faulty product that is now in my shed and refused to offer me a credit or refund. After hours of negotiating with them they finally agreed to offer me a credit. I then called them back a week later to see if they had mailed the credit and they said they had no record of it.

Update: I got a refund!
I ordered a sofa off their website and paid the $99 delivery fee. A month later I called to check on my order's status and they were unable to provide me with an update. They did however provide me with the phone number of the local delivery company. I called the delivery company and they told me that delivery was being withheld because they were never paid by Structube.

I called Structube and informed them of the situation. They told me it would be investigated and to expect a call back. I was not called back.

Four days later I called Structube again to check on my sofa's status. They told me there was no further information. At that point I asked for a refund. They told me I would have it within 48 hours.

I called the next day to check on the status of my refund. I was informed that they were waiting to hear back from the local transport company before issuing my refund.

The operator told me that had tried to contact the local delivery company twice in as many days and had not yet heard back. I asked if there was anything I could do to facilitate communication between the delivery company and Structube but was politely declined. I was asked to wait a few more days. I was also told that I could get a refund immediately however I would forfeit my $99 delivery fee.

It sounded pretty ridiculous to get stuck with a $99 delivery fee for an item that was never delivered nor even attempted. At that point I decided Structube was not taking appropriate action to either get my sofa delivered or alternately provide me with a simple refund.

I am currently waiting for PayPal to resolve my dispute since Structube is unwilling address my issue.

I recently visited a Structube to purchase a couch. I needed a couch that day as I had borrowed a truck in order to pick it up. I explained to the salesman that it MUST be in stock for these reasons. We decided on the "Liz" Sectional couch as it was comfortable and they had 40 in stock at the warehouse. Arrived at the warehouse with a 30 min wait to get to the order counter (not a big deal as it is moving season). When I finally arrived at the counter, the rep took a quick look at my bill and said "come back monday" I said excuse me? He then repeated " come back monday, NEXT". I explained that I cannot come back monday and I was told you had 40 in stock, he then replied "not my problem, call the store". Trying to stay calm.. I asked why don´t you call the store? He refused and told me again to call the store if I had a problem and then asked me to leave. Angry and frustrated, I left and called the store and explained what happened, interestingly the gentleman at the store knew exactly who served me at the warehouse and said they have had countless complaints about his behaviour towards customers! So why is he still employed?! The very helpful salesman offered me free delivery, which I accepted. However it was the first and last item I will ever purchase at Stuctube, as they obviously do no how to deal with customers properly, and I hope this does not reflect on the quality of the product.

This is one of the worst furniture companies on this planet. I do not recommend this company to anyone. I purchased a HAMBURG acacia wood media stand. The unit is still under warranty as I am writing this review. Within three months after I received the unit, all the screws came loose in one of the doors. It was clearly a manufacture defect. I obtained the warranty email from the store. I emailed the company about the problem. Few days later, got a call from the store where I bought the unit. Basically, they wanted me to change the screws of the door. Pretty much telling to 'Screw you!!!" Shouldn't they at least send me some new screws or send someone to fix the problem??

Do not buy from Structube! The furniture looks good from far but the quality is extremely poor! There is also no after sales service.

This woman bought this glass table from Structube and it exploded: http://www.cbc.ca/news/canada/manitoba/niverville-family-says-glass-table-exploded-in-their-home-1.3166495

I am impressed by the level of service that I've received lately at Structube located in the City of Vaughan, Colossus RioCan Centre. I was not an easy customer to deal with. However, items were delivered on time and in a great quality. The Store Manager, Adam Knight is definitely accountable and handled the situation to the best possible way. I am so happy with my experience and recommend shopping at this store to everyone. By the way, their furniture are affordable, comfortable and stylish. I wish them great success.

I have had an awful customer service experience with Structube. I wanted to avoid advertising it in a public forum but the extreme disorganization of this company has left me no other choice. I ordered the RICO office chair online from Structube with a scheduled delivery date of June 2. I received the chair and immediately noticed that the item was defective - the main two pieces did not fit together, it was if they had been assembled upside down. I immediately contacted Structube and was told I would have a follow-up soon. I did not hear back for 67 hours. When I did, via email, I was told to call the customer support line. I did so and was told I would receive a new chair on June 9. Nothing earlier due to slow processing times and limited delivery dates. When I received the new chair on June 9 it had the EXACT same problem. I again contacted Structube immediately. I was told I would have a follow up shortly. Again, i received a follow up around 70 hours later. I expressed my dissatisfaction. I was told that manufacturing defects like this never happen. The person I spoke with said she would look into a solution for me and follow-up shortly. I received an email about an hour later asking me to call in to schedule a return. I called, very confused at this point, asking what the solution would be. Each time I called, I would be put in the hands of a different rep who had no idea what was going on. This time, I was put on hold for ten minutes while the agent went to go ask around to see what could be done. The girl i had originally spoken with had left for the day. The technical department said it was impossible for the chair to be defective twice and i probably wasn't installing it properly. Wrong and wrong. I was told I could try another exchange and hope the chair was better or I could get a return with my money back. According to my agent there was no way I could get a chair that would be guaranteed to work with any kind of compensation for my troubles. After two weeks of living in a new place with no seating (especially troublesome as I work from home) I had had enough and asked for a return to be scheduled and a full refund. I also asked to speak with a manager or supervisor on multiple occasions. Each time I was told "I'm the person dealing with your account". I tried to reach anyone who might listen to my frustration and my complaint about this awful customer service to no avail. Now I am without a functioning chair and am stuck with this defective product until the company finally comes to pick it up. Do not purchase from Structube. You will receive defective products and then rip your hair out trying to sort out their mistakes. They genuinely don't care about your satisfaction or making things right.

I purchased a couch in spring. I had to take a day off for their delivery time because it was 6 hours window. When the couch arrived, we opened the packaging, whole couch was socked in water and with damp smell. I called the company and mentioned them about almost $1000 damp couch, they said they will send new one but old couch has to wrapped again in original condition and they would not refund my delivery charges. Then I refused to keep their couch and demanded full refund of my purchase. They said we will come after 4 days to pick it up from 2-6 in the afternoon. Again I had to stay half day at home for this people show up and get their crap. I waited till 7 and by now they are one hour late top of the given window time. They didn't have a courtesy to call us to say that they are running late. They assume our time is not valuable and they can show up whenever they like. Anyways, they showed up at 8:30 which was 2.5 hours late than their given window time. Of course, there was no sorry or apology neither from the driver not from the team on the customer service phone. It took them three weeks to refund my money till then they were using my money. Sorry structube, you lost my business forever.

I was so excited to find the dining room table that I liked for such a great price! I didn't know about the delivery taking so long but I was willing to wait because it was just a dream come true! Delivery company finally came. The man couldn't bring in the box. He was struggling to figure out what to do! It was 150 pound table!! I finally got some construction workers from a few doors down to help him bring in the table! Finally! My husband built it - killing his back trying to put it together. We finally started to take away all the foam and noticed the entire table was COVERED with damages!!! From the base of the table to the top of the table! I couldn't believe my eyes!!! I assumed I must've ordered a refurbished table without realizing! I double checked the order and realized I didn't! I couldn't imagine how they could've sent me such a damaged looking table! I called up and went through the procedure of sending in the photos to prove the damages. I got a response that they can send me a replacement OR $100 back. I spent almost $700 on this table!!! I want a brand new table! They then issued me another email saying they'll send me an EXCHANGE. This is the company's way of making things difficult for the customer. They want me to table apart the table (weighs 150 pounds just the top piece) and repackage it for the delivery men to pick up and THEN AND ONLY THEN they will give me an exchange. CLEARLY not a replacement. Not only are they BARELY apologizing for there lack of quality in there product, and sending me a product completely new the first time, they want to put the customer to work ONCE AGAIN because they messed up on my order. I couldn't believe that. Didn't make sense. I called and spoke to Carlos who SWEARS they don't use refurbished products and was EXTREMELY unhelpful and unsympathetic. He said he was the "duty manager" and there was nobody on top to speak to. I said there must be somebody else or some other way you can service me for the inconvenience. He just kept going around in circles, interrupting me and repeating the same things over and over. Clearly doesn't care about anything. I said I wanted to complain about my service and product I was receiving. He couldn't give me anyone to talk to and told me to issue a complaint on the website. I submitted it and received the same response. No apology. No alrernative. Apparently this company is runned by a bunch of kids who are all equal in status and have no understanding of what customer service means. Besides the fact that every email I was corresponding with a different indivual each time. Nobody with a title or from a specific department. Really makes you feel taken care of. I hope to get this resolved in some way because I'm pretty darn disappointed and I just want a brand new table like I was under the assumption I was ordering. If I don't get a response I won't be surprised. Looks like this website is runned by a bunch of jokers taking advantage of customers.

I was nervous after reading so many negative reviews on here but I have been really impressed with Structube so far. I've ordered items in store and had some delivered, and have been very happy with the customer service each time. With the delivery, I was told which day my items would be delivered at the time I placed the order in store. The day before the delivery, I was given a 4 hour window that the delivery would arrive within. Then the day of the delivery, I received 2 calls letting me know when they were 30 mins and then 10 mins away. The delivery guys were extremely fast and all the items were in perfect condition. I ordered the Reno table and Abbeywood chairs and so far am really happy with them, especially for the price. I will be ordering from Structube again.

I purchased the Judy double bed from Structube. I want to express my extreme displeasure with the entire process. I purchased a dark grey bed and selected May 6 as the delivery date. While I own a pickup truck I understand the customers are forced to pay for delivery instead of picking it from the store. After making arrangements for my child to be taken to their activities for the delivery date so someone can be home. I received a call from Carlos the day before the expected delivery date stating that the colour was not available even though I was told at the time of purchase that the colour was in stock. Despite agreeing to take the lighter colour that delivery date was not available. So I selected May 13 as the delivery date. Keep in mind this change was the direct result of being told an item was available when it in fact was not. On May 12, I received an automated call from the delivery provider to confirm the delivery. While I did confirm the date I realized I did have an obligation between 11:15 and 12:15. I then called the delivery company back a hour later and tried to make arrangements to either change the window or have the delivery company not come during that time frame. I was told this company was pretty accommodating and given I was going to be about 15 minutes away from my home I requested that the driver call 30 min prior to the delivery. They agreed that this was fine. At 11:30 the driver called and said he’s at my house and would leave in 20 minutes even though they agreed that the driver will call 30 min prior to the delivery. I was stunned. The request of the 30 minutes prior phone call was totally ignored. The most shocking and disgusting part is the driver left however did call to say he asked Structube if he could wait or come back as he was not that busy and was told No! They told me to pay another $90 to redeliver or $90 to cancel. This whole situation clearly seems as though Structube uses unfair business practices to profit off delivery. I am sharing my experience with every ratings site I can find as I feel as a consumer I owe it to others.