Structube
Reviews and Complaints

Hi,
I ordered chairs back in August they were on back order like every item in your store seems to be. Last week I got a text message confirmation that my item arrived in store, shortly after I got a call from the store to tell me that it shows the warehouse sent the item but they cannot find the item. Yesterday I called the store, the associate said he would look into it and call me back... I waited all day and no call back. I called the customer service line this morning and she was extremely rude and offered no solutions to me.. told me it was a store issue now even after I explained multiple times that the store cannot locate my chairs. I asked to speak to a supervisor which she said they do not have. As I kept trying to explain that I have been charged for these items and they cannot find the chairs she told me that "I have other customers to speak to so I'm going to end the call" and then hung up on me. It is no wonder that structube has these awful reviews online. I have never experienced such rude and useless customer service.

The initial delivery of the bed took a very long time to arrive. Once received, we attempted to put the bed together and realized that 2 of the 3 boxes received were duplicates. The delivery date for the missing box was set and later cancelled by Structube on the same day of the delivery. Once rescheduled and delivered, the box which was missing in the first delivery, contained a faulty piece. Each time that we had to contact Structube, they requested an email to their customer service. Their response to our emails were delayed or lacking. We are still waiting for their response to receive another shipment with all the pieces to assemble the bed. This is completely unacceptable. Had we known that it would have been this frustrating to order online from Structube, we would have shopped somewhere else.

I moved into a new house last month and ordered most of my furniture from Structube Heartland Mississauga. One of the items was a 3 seater sofa Ariel dark grey which had a number of defects and I informed the store immediately. This was more than 2 weeks ago. Replacement was scheduled for next weekend which I wasn't comfortable with and I requested another delivery date which was bluntly denied to which I requested atleast half an hour prior call before delivery reaches my house. On the delivery day I got a call 5 minutes before the delivery truck reached my place and then he didnt even wait for 15 minutes and stopped taking calls 10 mins after reaching my place.
I talked to the manager again to get another delivery scheduled which they said would be today July 3rd and when no one showed up, I called the store manager again who said they missed to arrange a delivery. I took an off from my work just to stay at home to be available for delivery and Structube just forgot that they need to deliver. When I said I am fedup with a defective sofa lying in my living room for more than 2weeks I just want this to be taken back get a refund, I was told I need to visit their store to get a refund.
I dont know how far this brand can go with such customer service and how do they hire such people who can just forget their job.

May 17, 2019 purchased a double recliner from structube 1832 merivale road, ottawa, ontario 613-225-5384 and had it delivered from your warehouse today by two small guys. They refused to bring the recliners upstairs although the clerk at the store stated that they would bring it to the room requested.
I called the store and informed them that they would have to return the item because the deliverers refused to bring it upstairs which was a standard staircase, no turns, not winding. i did not see a problem other that they said it was too heavy for them.
i suggested that they take it out of the box if it was too cumbersome but they refused.
as a parting gift I heard one of the SMALL russian guys tell me to '[censored] you'.
we are seniors and we were appalled by their behaviour. I have never encountered such rudeness when delivering a product. you really should look into another delivery service.

bought a bed for my daughter - took day off work to assemble the bed - after assembly notcied the bed smelled very mouldy...had to disassemble, pack and ship back - received a second bed, day off work again, assemble another time and again moludy - asking structube to send a non mouldy bed, and have someone come and disassemble the bed to return and then reassemble a new one - they refuse...

It happened today, 11th of Feb. 2019. At around 2:30 pm I called this branch in Heartland (5980 McLaughlin Rd. Mississauga, ON). I asked them of the amount I still need to pay as they called us a few days ago informing us that the sofa already arrived after they postponed the delivery on the promised date of 17 January 2019. They informed us that it might arrived on the third week of February 2019. Luckily it arrived earlier on the second week instead of the third week. Unfortunately, I talked to a guy named John who identified himself as the manager. The guy was rude and sarcastic and I don't know how Structube selected the manager of this branch with this kind of behaviour and bad mouth. They were asking me to pay more CAD 50 more than what was stated on my invoice. We did argued and instead of solving the problem he said he will wait for the Head Office clarification. The worst he told me "why I don't buy directly from head office?" This answer was very sarcastic and unwanting for a manager of a good furniture store.

When they found out the problem, they called me again and told me the mistake they committed and I should pay as per the invoice I have. When I arrived there, I met this person named John. While he was doing something on the computer and explaining what happened and I am paying for the amount due, I asked politely when will the item be delivered? Instead of answering me the usual answer I expected (that it might be delivered 3 or four days after I paid) he answered me sarcastically "do you want me to stop what I am doing to answer your question?!" What a jerk! I was astonished and really surprised and about to answer back with that kind of response but I still controlled my temper and just answered him, "please continue what you are doing and answer later." This was something really strange and astonishing to hear a manager, as he called himself, to be doing and uttering this kind of response.

I think this guy really need badly to be trained as a store manager and be honed as to what is customer service especially in a furniture company where there are a lot of people inquiring and coming to visit. You will lose a lot of customers if you have this kind of manager managing the branch.

The incident happened today, 11 of February 2019 at 2:30 pm and at around 7:17 pm when I went there to pay. I even said "thank you and goodnight when I left." And I can here the response just like a person who does not want to respond. Very bad attitude and unwanting for a guy who called himself a manager.

Respectfully,
Joselito Macaroyo

We did not get the complete bed when it was delivered to our house on Saturday, January 5, 2019. We are missing headboard and slats (order #[protected]). We filled in a form and they got back to us with incomplete information. Made us fill in second form. Have not heard back (second form filled in January 8, 2019). Currently have no bed- my husband has a CPAP machine and I am currently pregnant, we are sleeping with our mattress on the floor. Customer service can do absolutely nothing when I call (which is everyday) as the form has not been approved yet. I have never had this happen before with a seemingly reputable company. We don't know what else to do. This was a major purchase for us.

Last year we purchased an Europa table. We had our first opportunity to open the leaves of the table only recently. To make a very, very long story short, the leaves will either not stay open, depositing food on guests laps, or are so hard to lock shut that we have to bang the lever upwards with a pad protecting our hands. Structube offered to replace the table, but screwed up multiple times on delivery issues. We are in our 3rd iteration of delivery, and even though I paid for the delivery (because Structube will not pay to send a replacement to the new address where we moved) I am waiting, once again, with no phone call from the delivery company telling me where my delivery is in the queue. Apparently, because this is an exchange (again, I'm paying for the delivery of the exchange) Structube clerks cannot ask the delivery company to let me know how long I'll have to wait.
I have found the resolving of this issue, from replacement to delivery of a defective product, to have been long, painful, inept, and infuriating. This will be my last purchase with Structube and I will encourage others to think twice about buying from Structube.

I placed a huge order online. I was very excited about the order! As a single mom of two wanted to surprise her kids for Christmas. In placing my order I selected an available delivery date that worked best for me only to get a phone call back stating that my delivery was not going to happen. I asked if they could waive the delivery fee for the inconvenience and got a NO. I then attempted to reschedule for a new delivery date and requested the morning window. I got an automated call the day before telling me that my delivery would be between the hours of 4pm and 8pm because my morning request could not be accommodated. The time they gave me, does not work for me, and I have no one around that can receive the delivery or me. I called the third party delivery to reschedule, and I was told they couldn't do it for me and that I had to go back to Structube to reschedule, who now wants to charge me an additional $90 for a new delivery date. I have spent quite a bit of money on their "affordable items" and for this huge inconvenience, their customer care rep was not willing to help or budge in any way. This is not acceptable nor is it considered good customer service when you are not willing to work with your customers! I really don't want to cancel my order as I do not want to disappoint my kids but, I cannot accept this and the fact that I can't even speak or be transferred to a manager is also a bunch of crap! Who ever is answering their phone needs to go or be retrained. Or perhaps, Structube needs to learn how to service their customers a lot better!

We order 3 beds and a sectional sofa.when the order arrived, we start to assembly it .King bed slat broke once we place a mattress .
Sectional sofa hook doesn't lock to each of the pieces, everytime sit on it the hook got loose .
Called and e mail so many times to customer services, rude and take weeks to reply and still doesn't provide solution.
Called to headquarters and spoke to 2 ladies customers services, told me manager will.contact me by end of the day but 4 days has pass.Structube furniture companies is worse ever .

Today I received call from Structube telling me that my order has been arrived, they leave a message and I call a few minutes after, when I called them, a lady answered, but she did not identify her self, no name, no thank for calling, just structube. I told her I was calling for my backorder she said immediately no one called me, interrupting me when a did not finished to let he know why I was calling, her voice sounds unhappy and no polite. I told her please let me finish, also I told her in Canada when some one is speaking the other side listen, to have proper communication, she tolls me she did no appreciate the why I was talking to her, when she was the one who was rude.

I am calling the manager of the store in this complain and asking what kind of training do you provide to the staff. in the other hand I have ordered this bed since middle of September, structube has been changed the 3 times the arrival date, and the store on 507 College St unit 1-8, Toronto, ON M6G 1AH Ontario Phone: [protected], I completely understand that that could be a manufacture problem, but will be nice that structube call their clients and let them know. This is telling me me that you do not care about your client just about your sells.

I think you furniture store can do better and show some respect for your clients.

Luis Flores de la Rosa ( check your system for more information

I ordered 6 of the Judith chairs from Structube online, and paid for shipping to my home. 3 of the 6 chairs arrived damaged, with various scratches, fabric scratches and discolouration, missing feet etc. I immediately called to get these items replaced and was told to fill out a form.

They said they will ship replacements in the next few days. The day the replacements were supposed to arrive, I received a voicemail saying the item is not in stock and they cannot replace the product. They will get new stock in approximately 2 months time, so they will ship the replacement at that time. In the meantime I have 3 damaged chairs that I have paid full price for.

I called back to complain that this level of service is unacceptable, and I will not wait over 2 months for a replacement product. I asked for compensation instead for the inconvenience. They were supposed to call me back and I never received any contact. Each time I called I was told they will contact me back. I have so far called in 5 times and received no resolution to this issue.

It's a really disappointing shopping experience.
I ordered over $600 products, and when it delivered to my home with half missing. I called store and customer service, their attitude was not polite. I don't understand why in 1 delivery could missng half of the products! It's so unbelievabe! Now they ask me to wait the reply from their head office. And they have no idea of wating time! So people, when you shop at this store, pay attention!

I am never the type of person who is willing to spend time on writing complaints. BUT Structube has been so bad that I have to let everyone know.

I bought 13 items online, and when they came, 5 HAD AN ISSUE. Can you imagine?
1) One ceramic vase - wooden part is broken.
2) One vase - they sent the wrong item.
3) Dining table - the table corner has scratches and broken
4) Side Board - the top panel is a bit bended on both sides, leaving a gap between the top panel and side panel when assembling.
5) Glass cup - i poured hot milk inside, and the cup was cracked.

The most frustrating thing is not these fraud products, is their return/exchange system. I called customer service, and the rep sent me a link and asked me to fill out the claim myself with pictures and description of what i would like to request, and ask me to give details. However, imagine I have to fill out the forms 5 times, and I could only wrote 250 characters max each time!

Afterwards, i could only wait until i receive email confirmations with a reference number. Then I need to call back customer service again with NO direct line, and ask for what the final decisions were. So basically the call agent has NO power, but more a middleman to pass the message. And given the 250 characters limit, i was unable to be very descriptive. If i disagree with the final decision, the call agent could only record them and send the note to the management level again. And another 24 - 72+ hours wait time. Don't even mention, your request might be denied. Meanwhile, there is NO ONE who has the power to make a call, that you could talk to.

SUCH A WORST SYSTEM I HAVE SEEN. It made me feel that Structube designs this system to avoid customers asking for any form of compensation, to avoid helping customers find better solution of their broken products in order to save time and money.

I am soooo frustrated by this whole system given i originally love Structube a lot given their design. Their customer service is horrible comparing to a lot of online/in store based furniture companies.

Email sent twice to [protected]@structube.com on October 10, 2018 and no response so far.

Dear Mr. René,

As per my conversation with your staff at your store located at 375 Blvd. René Levesque E, Montreal, please find attached video and receipt picture in order for you to send someone to my place to evaluate the problem and resolve it.

Please reply all.

Thank you,

[removed]

A month ago, on August 28, I purchased a demo KIEL table from a Structube store in Heartland, Mississauga and I paid for delivery. I inspected the table in the store. There were some minor scratches on the top, but nothing else. I asked the manager to make sure the table is packed properly, so that the corners don't get damaged during delivery.

The first time, they sent me a sideboard with my delivery company. I called them and, eventually, they sent the right table and got the wrong furniture back to the store. I wasted a whole Saturday afternoon. The table came dented at one corner, poorly wrapped and missing two screws, preventing me to assemble it. I called the store, asking for the missing screws. I first talked to an employee named Chris, who did not seem to care much. He asked me to send a picture of the receipt and another of the screw. I did. No answer from him, ever. A week later, I called again and talked to a female employee, Andie, who promised to send the missing screws with Fedex and email me the tracking number. She didn't. I tried to talk to the manager, John Bow, but he never seemed to be available when I called. I tried to call again a few times, at different hours, but nobody took the calls anymore. Maybe they saw my number on the display and decided to avoid answering. I don't know.

I don't care about the missing screws anymore, neither the fact that I have not been able to use the table for a month. I am mostly appalled by the indifference and the lack of consideration of the store employees. I have never been treated so poorly as a customer.

Receipt: 0000HART010000028640
ID: 1668
Salesperson: 2265
Date:[protected]:55
Hart006590
Item No: 73.38.62.04
Dining Table 180 cm Oak
Terminal No: Hart 01
Trans . No: [protected]
Auth Code: 092998
Ref no: [protected] C

Heartland Mississauga Location
I went in to purchasing the Leonard coffee table for $239 as I received the eblast from the Structube digital marketing team out of Quebec. The staff, including the manager, who did not provide her name, would not honor the price in the eblast and would only offer the price of $299. They said it was because the US price was $239, and the CDN price was $299 as per the website. No where in the eblast below is the currency listed.
The pricing error was at the fault of the marketing team, the consumer shouldn't be penalized.

I bought two carpets at structube a few months ago and now thier advertising appears wherever i go on the web. This type of targeted advertising is counter-productive. I have had more than enough exposure to this company and will not purchase any more 'goods' there. The carpet i bought had a manufacturing flaw and i had no plans to complain about it, but since this relentless, maddening targeted advertising campaign has now lasted for months, i figure the entire world should be warned of the trap that awaits with an innocent purchase or a simple visit to this corporate website.