Structube

I've made multiple purchases from the College (Toronto) store (chairs, dining set, bed). Furniture is better quality than that other "assemble yourself" chain, but what really makes the difference are the fantastic staff at this location. When I changed my mind about the chair style for my dining set, they switched out the legs for me. When I ordered online a few days before a sale, they got me the sale price. Cheerfully and efficiently. I've had nothing but positive experiences here.

My purchase is for over $7000. I received all the damaged products "i believe those are either used floor models or returned one's from the customer". I send multiple emails with the pictures of damaged products. Yet, they are asking for more pictures because they are not sure of the damaged parts. I called a few times, without any compensation or apologies they are trying to find ways on to blame on the customers. I bought mattress from another branch. basically, it is coming from the same ware house. as they promised that they will replace the damaged once. they cannot send it on the same delivery because I bought it from the other store. They makes things so complicated. It is the same company. I can't believe to have this much worst service with this company. It will be first and for sure last transaction. Plus, they want to deliver the products on the days they want. they don't care of you are at work or not. No flexibility.

I have just had a terrible customer service experience with your company. Initially, this was a product issue, but I have now had an awful encounter with a District Manager named Michael. He would not disclose his last name for the purpose of the message. Before saying more, I will give you a background of the initial issue.

I purchased the Orion mirror just over one year ago. It has been in the same spot in my bedroom since the time of purchase. It has never been manipulated in any way other than for routine dusting. Last week, I heard the sound of something dropping onto the floor. I investigated and saw that a piece of the mirror had chipped off. It was very apparent that this was a faulty product or one of poor quality. I expected Customer Service to rectify the issue by replacing the mirror without any questions asked. I took photos of the damage and sent an e-mail to Customer Service. I received an e-mail back advising me to contact the store directly. I contacted the store (Etobicoke location) and was then advised to e-mail their Store Manager, Matt. I e-mailed Matt, but never heard back from him. I was then called by a Store Rep a few days later who indicated she had spoken to the District Manager, Michael, and that nothing would be done about my mirror. I then asked to speak with Michael directly.

Michael called me today. My conversation with him made my already frustrating experience so much worse to the point where I will never shop at Structube again. From the moment he called me, Michael's tone was rude, condescending, and disinterested. I actually think that he might have been watching TV. He took no accountability for a product issue and also demonstrated no empathy for my negative experience. He said that a mirror doesn't just break out of nowhere, insinuating that I had done something to damage it. He said that this issue is very "black and white" and that his decision to do nothing for me is "fair". He said he's not just going to give me a free $300 mirror, as if I was trying to take advantage of the company. During the conversation, I would finish a sentence and then wondered whether or not he was still on the line because he would not respond to me. Numerous times I had to say "Hello?", for which he would reply, "Ya?" He spoke as if I was inconveniencing him. When I pointed this out to him, He responded, "Well, you wanted me to call you." Needless to say, nothing was done about my mirror.

I am so appalled and confused by the lack of customer service I received from a District Manager of your company. Michael told me that there is no one that I can further escalate the issue to because he answers to no one in the company. He actually laughed at me when I asked. Therefore, I've resorted to social media to share my terrible experience.

We accidently put a wrong address for delivery which is only 2 minutes away from the actual delivery address. Asked the driver to help us to deliver the sofa to the right add but they are not willing to help. They asked us to call the customer service but the customer service kept asking us to call Structube company at 8:30pm which is off hour and no one picked up the phone! The driver just left while we were on the phone with the customer service without letting us know!! What kind of customer service is this? I guess we'll have to pay AGAIN for another delivery!! Such a stressful experience with this company. Will never order again from them!

order a sofa-bed online and I double checked to confirm they have it in stock. Structube called me to confirm the delivery for the few days after and then they call me back again to say they do not have the sofa bed in stock the employee confirm the order have been given to someone else and there is nothing she can do. she said she will get another order of the sofa-bed in a couple of months (but can't guaranty the date or anything) on top of it they do not propose anything to compensate inconvenience of putting false information on their website because they give the order to other customer. Worst customer service of my entire life. Soo sad I though they were a great compagny

Bought a sectional and requested a delivery time for the morning. The shipping company called with a deliver window of the evening. Couldn't reschedule without forking out another $90 for shipping. Every time I called customer service I somehow was "always" talking to a manager who wouldn't do anything to help the situation even though it was clearly Structube's fault.

Tried to add another item to the order and asked if I could pick up because it would cost another $90 for shipping. They don't offer the option to pick up. How ridiculous is that.

As one of the previous posts says the price should be plus $100 delivery - because you are FORCED to pay the delivery.

All in all, the have nice furniture but USELESS "managers" (yeah right) that have no clue about costumer service.

Glad that some people had a great experience. Unfortunately I didn't and I will never order from them again.

I read all the bad reviews and was kind of hesitant to place the order, but I really liked the bed and the sofa they had on sale. I also purchased a desk in person before and had no problems.

I walked into the store and ordered everything without any issues. The delivery company called me before the delivery to confirm the time and I got my items on the day and the correct time. They were polite and I can only say I had a good experience.

This won't be a rating based on the quality of the furniture-- I would have had to receive my items in order to do that. I ordered the RENO Solid acacia wood dining table 71'' March 26, received one email a week later that the order had shipped... then nothing. No tracking number, no shipping information, nothing. I call Structube's customer service line April 18 to get an answer to where my package might be. Their representatives know absolutely nothing. They can't get an answer from their shipping company, they can't locate the table, and they have other orders who have the same problem. First question, if they knew there was a problem with my order (as well as others) WHY didn't they contact me? They tell me they will call me when they get an answer. Fast forward to April 24th, I STILL have received no information to where my table might be. I call EVERY DAY to get the same answer--- "our shipping company has not gotten back to us to give us a tracking number". After 31 days of waiting... I cancelled my order today. I am extremely disappointed. Structube... what kind of business are you running? You can't get a hold of your shipping company? You can't get a hold of a company that is paramount to your business???? Will never purchase again and will tell others to do the same. Seriously, don't bother with this company. It's not worth your time.

I ordered a table and 6 chairs online. I know the company is in Canada and I am in Sacramento, California and I get that delivery can't take awhile. But the thing is my delivery is already in Sacramento but the shipping company says that structube has not paid for the shipping and that's why they cannot release the hold and deliver my items. I have called structube and they told me it would be one or two days before they find out information. I gave them three days and still no answer as to why the shipment had not been paid for. I'm not rich and $600 is a lot to me and I could really use a table to dine on in my new home. Are you guys broke? Why can't you pay for the shipping so I can get my table? I paid my part... now do yours!

I was like most of people who shopped with this company, thought that bad customer service is fair enough for such an affordable store. But no, please trust me, it's not true. This company is doing their best to make you extremely upset and be surprised that they can still have customers and live in this world. My delivery is on hold, but with no reason, no estimated delivery date. You need to contact several different numbers but don't worry, no matter how many numbers or times you try to contact, you won't get any information except "we don't know". It's like I'm the one paid the money and I'm now begging them to deliver my items. I still haven't received my items yet so I can't judge their quality. But I've already known that this is definitely the first and last time I shop with them. I'd rather pay triple the price to get a better service.

If you read this message and curious how angry they can drive you to, you can give it a try and order something from their website. In terms of all of my friends, who don't have such curiosity, I've already discouraged them from buying anything from this website.