Structube
Reviews and Complaints

Purchased a sectional couch in Sept 2023 for $1999.00 and within 6 months the pilling is so bad that I need to cover with a sheet. I sent an email with pictures to customer service and the response was “ buy a fabric shaver”. I appealed this decision and received same response. I tried fabric shaver but does not help. Embarrassed to have guests over so the sheet covering the couch has to stay. Poor product, will not buy anything again from Structube.

Bought a coffee table (Avery Brown) from Structube Signal Hill, Calgary. Within weeks, a small water spill caused significant color damage. Disappointed with the quality and lack of durability. Requested a refund or store credit to resolve this issue, but received no support from Structube despite attempts to contact them. Disappointing experience overall.

I bought a couch in May 2023 for $2,300.

As soon as we bought I noticed that the pillows/cushions needed a lot of fluffing to retain their shape. In addition, we would find random feathers here and there.

Six months later, the cushions have not held their shape and when we sit it is hard. In addition, the feathers are poking through couch so much so that you feel them when sitting or laying on the couch. Mind you, it is just me and my partner using this couch.

I reported it to Structube and they were very unhelpful. We were left high and dry without resolution.

To whom it may concern;

For your reference only. As per requested for the following orders delivered on 31-March-2023. The sofa quality was completely unsatisfactory. It created wrinkles on the seat immediately after a short time being seated. It was completely unmatched as the one at the showroom located at Richmond Hill store. Enclosed with the picture for your reference only. Please return the above product and arrange a new replacement and free delivery as requested for your reference only. Please contact me directly for further update and follow up procedure.

Product : LOUNIS-Gray Colour

Delivery Date : 31-Mar-2023

Address : 116 - 50 Clegg Rd, Markham Ont, L6G0C6

Phone No: [protected] / [protected]

Best regards

Victor Leung

27-April-2023

[protected]

In March 2022 we decided to buy the Nelson dining table from Structube.

The product arrived on April 13, 2022.

Around 12 months later, during our dinner, a few drops of water fell, which after 20 minutes we cleaned completely. What wasn't our surprise when the biggest drop was, it got impolite, and when drying the laminate stuck to the cloth. Luckily for me, this happened days after the warranty expired.

The issue is NOT about the warranty but the quality of the material.

Purchased a bed frame and mattress, table and chairs online. Before I ordered I checked the stocks and they had everything in stock Vancouver. So I purchased and pay for it. After that they said they are sending my orders from Montreal! I have to wait for 14 days. So I called them to ask the situation and they said they can’t send my orders from structube store in Vancouver. I wanted to cancel order and refund my money so I could go to store and pick my orders myself and they said refund process takes more than a week. They really didn’t help me to solve the problem. It’s been a month almost and still waiting for my orders. They don’t care about the customer service.

On Jan 2023 we have ordered the Queen bed from Appleby location in Burlington. We were informed they would be able to deliver the bed from Burlington to Ottawa and the delivery date was Feb 4th. We received 2 items of the 3 items purchased and we were not given a call to let us know any details about the bed. We were informed by the delivery guys that the bed was not received. We have the Burlington store a call and they let us know that they never shipped out the bed due to transport issues. They canceled the order and placed another order with an Ottawa location. We were informed that we would receive the bed Feb 25th we haven’t even received a phone call from the stores and we have been sleeping on a mattress on the floor since Feb 1st.

PO # CROSB1C11745439 (original order)

PO # CROSA1C11764455 (second receipt)

Below is an email I sent to Joy 2 days ago after a phone conversation where she refused to refund my Visa over the phone. She has not replied. I cannot understand why she won't do this. I've done this before with another Structube store. No problem. As you can see in the email she had no issue taking my Visa over the phone for pickup fee! I have spent a lot of time emailing/ phoning for this return. It's ridiculous! I've never experienced this much hassle with any other business. If this is not resolved in the next couple of days, I am willing to go to another level on behalf of all of the frustrated Structube customers that I've discovered online.

Hello Joy,

Please review the timeline for this incident. I hope you can appreciate my customer experience frustration before I proceed further. I want my money returned for the items including the pickup fee.

November 6, 2022 - Purchased coffee table, end table, lamp

November 9, 2022- Items delivered. I spent 5 hours that evening trying to assemble. I have assembled furniture from many retailers (Structube, Ikea, The Brick, Wayfair etc). Although not always easy, I’ve never been unsuccessful. I started from scratch several times and reread instructions. I googled and tried the advice from another customer who said P and Q were labelled incorrectly, but that didn’t work either. There was no way that legs could attach to boards on either board. The number of holes did not even match the number of screws for the parts I was attempting. I gave up and repackaged for return.

November 10, 2022- I called the store at 10 a.m. and was told by Max that pics were needed. He understood that I’d already packaged and said just open and send pics of the pieces that wouldn’t go together. He said I did not need to send detailed pics. “Just a couple to show which were the issue”. Max also said I’d receive a reply within 24-72 hours.

November 13, 2022- 72 hours had passed. No communication. I called your store and you told me no pickup would be arranged until I paid pickup fee. I was not told that prior to this. Despite my questioning why I would be charged to pick up defective items, you said you could not proceed without it. I had no choice but to pay it. You had no problem accepting my Visa number over the phone to do this. No security issues here. (see Nov. 24) Pickup was scheduled for Thursday, November 17.

November 17, 2022- Items were picked up

November 24, 2022- I called to check on my refund. Told my refund for the items is there. Just come in to get. There had been no communication as to how and when refund would happen. Details online are vague. In fact, they appear that this process is simple as long as I start the process within 7 days, which I did. Explained that I was on PEI and would like to do on phone. Your response “We can’t for security issues”. So it’s okay to take money via Visa over the phone for pickup, but not give it back for defective products. Interesting.

You also told me that you could not refund pickup fee because you didn’t have enough pics.

Maybe talk to your employees about that because Max said all he needed were a couple of pics of pieces that were the issue. I provided those to both of you.

You said I could go to any Structube store to get refund. There are no Structube stores on PEI. Dartmouth Crossing recently did a phone refund for an instore purchase. I asked if they can do it, why can’t you? You told me to try there (in a rude tone). You also suggested I drive to Moncton. 2 Hour drive with a $50 bridge fee.

I, my family, and friends have been Structube customers for awhile now. I’ve shared this with them and they too are appalled with this incident. Not to say, there haven’t been issues in our (mine, family friends) in our previous orders but they’ve all been resolved in a respectable and reasonable manner. I will give you 24 hours to respond before taking this further.

Thanks

Lori

After buying furniture online, there was an issue with the verification process. I sent in the information, from my banking app, to show what the correct information is, and still information was declined. I phoned customer care, we went through the process, replaced the order, and it happened again.

The response I got: Oh, we don't really know how the process works, so unfortunately there is not much we can do for you. It's going to take 10 business days for the refund!

I have ordered from so many other stores online, and this is the only one where this happened.

I bought EVERETT glass cabinet (# 52.50.28.53) on Sept 13 (order # LUCE01C11625867) and first of all the sales lady took all the wrong information so they order couldn't be delivered on Friday. She took the phone number and the apt number wrong.

They delivered on Sunday finally however the delivery guy was SO rude and unhelpful. He delivered it upside down (the feet were up) and I asked him to let me check the cabinet to make sure it wasn't damage. He told me it was not his job. I told him that I can't do it alone if it's upside down or wrong way round I can't fix it. In fact not only was it upside down when I opened but the glass doors were off the hinges, the hinges were bent so now the doors are not even!

The saleslady in the store told me that they would deliver it and that I can check and if anything was wrong I would only have to contact you and you would take care of it.

I had to pay someone to come and put it right side up! It's too heavy! the whole point of this purchase is that it didn't need assembly.

I paid $100 to get it turned around! That's absolutely not acceptable.

Structube is not a small company and your staff and your delivery people need to represent you better.

I am requesting a compensation for the stress your delivery person caused me and for the damage that it created. He was very rude, unhelpful and your salesperson just wanted to make the sale she didn't care one bit to give me the right information or to take down the right information.

I hope that you take this seriously because I will definitely complain further.

Thanks

We brought the Damage Product that was delivered from structube from home to store with original receipts and ID. The Assistant manager was very rude and said that he has received the product verbally and did not provide the receipt or written proof that he has received. We ask for written proof that store has received the product, so in future there is proof from our side that we returned the item,so we can claim for money back as we forgot the card. He said " He is done" and went to help without answering our conern and went to his fellow Chinese guy a d started laughing.

Other lady at store came to help us, and called the other Manager at other store to help us.

I’ve purchased many item from structube , including my last purchase a couch, each step of the service has been horrible and when you ask to escalate the manner they tell you straight forward “NO” which means they could care less about the customer experience and they are probably being encouraged to neglect the client after they’ve made the sale. I’ve decided to not support this company and return everything that I bought and it’s still a nightmare. I am not sure why they are even considered a business anymore because clearly it’s a just a scam to get people to buy cheap products and then make them go through hell when they want to return it. This by far has the worst experience with a company I’ve ever had and will continue to share my experience so people don’t go through what I am going through.

Here is the simple sales tactics from this company, be carefull

You went their shiny stores and everythink looks perfect, people are smiling having fun with the good customer service bla bla. After that they sold you the items and they always been sorry that this product out of stock but dont worry it will be in stock one mths. That is the time your mistake start, you just believed them. They always postpone the estimated arrival time without letting you know. Information can be change day by day. Yesterday I called and ask my order status they told me that it will be on our warehouse then we will communicate with you for the arrival. I called the day after to talk with then but they told me that ooo sir we just recieved the information your sofa will be in stock 3rd may (1 mnths more that est. Time) like meee I called them otherwise they would never call you! I am living 33 years in this world and I never seen that much worst guest experience in my life before

On February 26, 2022, I visited your website to see if I could find a sofa that would have it at home by the end of March 2022. Fortunately, I found a sofa on sale and even better, that I would have it in my possession by the end of March 2022. of the month that I wanted. Therefore, I went to his business in Woodbrige, 7621 Weston Road #133, where I was very well attended and bought the sofa, assuring me that I would have it at my house at the end of March. Last Friday, March 25, I called the Woodbrige business and they informed me that unfortunately I had to wait another month to get my sofa, that is, I could have my sofa at the end of April, that is, wait 30 more days.

I really find that I have been DECEIVED by your company and woodbrige business. I need you to give me a solution as quickly as possible or I will cancel my purchase and THEN I need my money that I gave you in advance to get my sofa BACK. I URGENTLY NEED MY SOFA FOR SATURDAY, APRIL 2, 2022, THEREFORE I NEED AN ANSWER AS SOON AS POSSIBLE. OR I NEED TO KNOW HOW THE MONEY I DEPOSIT IN YOUR BUSINESS WILL BE RETURNED.

I have bought chairs and decided i wanted to buy an additional 2. I went to the actual store and there i got 2 chairs for price of one. Complained to structube and provided the receipt and proof. They respond it “might have been” a store error. They did nothing.

How is it not acknowledged it was there mistake and owning up to their boxing mistakes.

Such a bad company to buy from. They are so unprofessional on their phones and emails

I placed two orders 6 months ago: an Arda dining table and a Zhou sideboard. Both arrived defective, and Structube is doing very little to help - and will not allow me to speak to anyone.

The Zhou sideboard is being replaced.

The Arda dining table had holes on the wrong side of the table leg, meaning I cannot secure one of the brackets. They will not replace it, but rather are offering me $50 to keep it - or disassemble and package it up myself with bubble wrap and wait another 6 months for another.

I have asked many times for someone to call me to discuss. When I call customer service, they say there's nothing they can do.

This is the worst customer service I have ever experienced, with completely unresponsive and useless reps who are not at all helpful or responsive.

We ordered the Roger left facing sectional in June of 2020. The reclining side broke apart in October of 2021. We contacted structube and were advised to email the store with pictures and they would provide assistance, no 3 road Richmond BC.
An email and pictures were sent on October 2, 2021. We follow up regularly and they have been of no assistance.

I have email correspondence as evidence that Structube store customer service employees are clearly badly suited to customer service.
Maybe the Structube policy is to patronize customers to be sure we don't ever make a purchase? Why then is this store open? Perhaps to waste our time.
Then add that the only way to communicate with the Burnaby BC store is by email because not one of the BC stores answers the phones because the calls ring and ring until the line suddenly disconnects.
Then the no name belligerent replies by email that they have no record of the call? Can Structube employees read. I provided the issue in the email correspondence.
I have been trying to purchase the Pascal mirror for 8-months and finally the Burnaby store has it stock. I put it on hold and offered to pay by credit card to hold for pick up ideally on the weekend? since I live an hour away and work late weekdays.
The reply was No because they have another customer that would like to purchase the mirror. Who hires these terrible people lacking in customer service?
This is a clear indication of a store that doesn't care about providing customer service. The complaints against Structube make it clear BUYER BEWARE. The BBB must be contacted for this