Kevin in Mobile

EDIT--- I posted the following review on Structube's website for the CARINE couch, but you likely won't see it. The reviews on Structube's site are very misleading. They have to "approve" reviews, thus why there are only good reviews on their website. --------- Terrible experience with Structube. If you are thinking about ordering from them for the first time...DO NOT. Save yourself and spend your hard-earned dollars elsewhere. I ordered the CARINE couch along with the NORAH coffee table. The site says that shipping may take 2-6 weeks, which is understandable. I called customer support after 2 weeks and not receiving any tracking number, notification or email that my order had been shipped. Customer Support then went on to tell me my order will not ship for a few months because the coffee table is back ordered, and the whole order won't ship until it is all in stock. When I placed the order it said that NORAH was in stock, so I was very upset to find this out. I then had Customer Support refund the NORAH so my couch would be shipped. I then had to wait another 4 weeks for my couch to finally come and was extremely disappointed. Overall the quality of the couch is pretty poor, but then again it does come from China. The fabric is okay, but not super comfortable. The packaging was very minimal but seemed to be undamaged. Upon unwrapping, the couch already had a few snags in the fabric. I then unwrapped the legs which are packaged separately, only to find that the middle support leg was bent. It wasn't bent from shipping, but the threaded bolt was welded on about 10 degrees off 90. Meanwhile, I noticed the instructions show to screw the side legs into the hole. There were no predrilled holes or extruded inserts to be found. I called Customer Support Once again to troubleshoot and they were nice, but not very helpful. They told me they couldn't do anything until I sent images proving the center leg was bent, and that there were no holes pre-drilled where the legs are supposed to be attached. The Customer Support sent me an email right away, which I then replied with the pictures and details almost immediately. 4 Days later and I still had not received an answer from customer support so I decided to give them another call. This time I received a 3rd Customer Support Agent. He started off by looking at the photos I sent, and at first acted like there was nothing wrong with the support leg. After talking him through it he said he could send a new one out to me. I then tried to resolve the problem of there being no holes to screw in the main legs of the couch. He put me on hold for 12 minutes and then proceeded to tell me that I'm supposed to use a screwdriver to drive the wood screws into no only the wood support frame, but the fabric on top of that. There are multiple problems with this scenario. 1. You should never screw a wood screw into wood without a pre-drilled hole. If the wood splits you are SOL. 2. You really shouldn't be screwing a wood screw into fabric first. It's going to twist the fabric causing issues further down the road. 3. Ideally, furniture like a couch should have extruded inserts for all legs. What I find weird is that the middle support leg as an extruded insert, but the main legs do not. Extruded inserts allow you to take off the legs (when moving) and put them back on without the holes getting lose from the wood screws. Now... it's been a few days since I talked to Customer Support about getting a center support leg shipped and I still haven't heard back from them if they shipped one (like I was told). It would be nice to get one that's actually straight, but for now, I'll just have to wait.