Structube
Reviews and Complaints

Structube, I am extremely disappointed and disgusted. I was a returning customer who has recently migrated to the Caribbean which would now require me to ORDER and SHIP items from you. Well, little did I know what a task this would be for your company. I placed an order on March 21st for 13 items, 13 large items may I add to an address in Miami under a specific name. The name that was put on the shipment was "accidentally" switched with the name of the billing. This mistake caused the shipping company misplace the items as they were looking for items under the shipment name ONLY. I was shipping a massive container which I did on purpose to cut expenses. All of my items arrived and I payed for the shipment and clearing of customs except...hold-on all of my furniture was missing. The date today is June 19th people, and I only discovered last week, that the package was misplaced! I spoke with your customer care representative Michelle who offered me a $99 refund for my troubles. $99 on my $3000 missing order? Even if I were to receive this furniture in the near future, I would now have to pay an excessive amount for sea freight and to clear it AGAIN through customs as it was shipped separately. So here's to you Structube, I hope you stick this 1 star rating and your $99 up your [censor]. I am not done with you!

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.

Order #[protected]

Dear Sir or Madam:

In approximately June or July 2016 I purchased a turquoise green Eden couch from your company. Initially, I loved this product and thought it was unique. However, within 6 months of purchasing the product, it started to show signs of wear and tear through ordinary use. Most of the buttons have fallen off and the fabric is pilling. The damage continues to worsen with time and it has not even been a year.

I write to you both as a dissatisfied consumer and as a legal professional. As you are aware, or as your legal department may advise, manufacturers are under a duty of care to ensure that their products are manufactured in a good and workmanlike fashion, free from any latent defects. Additionally, it is an implied condition that the goods obtained by the manufacturer will be reasonably fit for their intended purpose. These requirements are further outlined in the Sale of Goods Act and the Consumer Protection Act.

Accordingly, I kindly request that your company either: a) replace my sofa with the same product or b) provide me with a refund of the purchase price.

I am attaching the receipt and pictures of the sofa for your ease of reference. If you require further documentation, I will be happy to provide them, however, I trust this is satisfactory.

I look forward to hearing from you and resolving this matter.

Thank you,

Shayan Kamalie

To whom it may concern,

Since you are a very well-known store and carrying a very stylish furniture that attract their own type of customers, I have some suggestion for your management techniques to be improved since I love your stuff and I fell in love with your products which were offered in very competitive prices. I would care for your reputation to spend my time and to write this letter to you rather than making comments on your store’s review in social media and complaining about that there is an absence of leadership and trustworthy in store!
First of all, if there is a mistake in placing order, I would have apologized to my customer for the mistake has been made; rather than saying we cannot make a coffee table for you! Or we don’t know who made this mistake (means your costumers don’t have any idea what they have ordered or your customers are lying to you!)
Second, I would have offered something else to make my customer happy like another product which is available or I would have suggested we will keep our eyes on it to see if anything becomes available for you, to make sure my customers leave the store happily; rather than saying you should get your refund sine you are going to complain any how!
Third, I would have followed up with my client to show that we are caring about our customers; rather saying you have changed your order you need to wait for it!
Hope this email broaden your view regarding costumer relationships,
Sincerely,
Shirin Okhovat

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.

My husband and I recently purchased three chairs and two ottomans from the Kingston, Ontario Structube store.
Two of the chairs that we wanted were identical, but when placing the order we were advised that there was only one chair available in their storage facility. They did offer, however to sell us the floor model. After viewing the floor model we agreed to this arrangement, but only on the basis that there would be a discount for the floor model, as it had some scuffs on it, and there was a sharp object (likely a nail) poking at the back of the fabric. The store manager, Natalie, assured me that there would be a discount ranging from 10 - 50%, once she spoke with her manager, and given the state of the chair, she was going to recommend 50%. On the strength of her assertions, we agreed to purchase the remaining items.

The next day, we were contacted by the manager, to advise that they would provide a discount of 5%. We contacted them to advise that we were not impressed, as we had already received their position of 10 - 50%, on which we decided to order the other chair. After significant discussion, it was eventually offered to us at 10%. We considered their behaviour to be unethical and called them on it, and should have cancelled the whole order then, but decided to proceed.

We were given a delivery date of the following Monday and were told that we would be contacted on that date to arrange for delivery. On Monday afternoon at 5:30, we still had not heard from the store, and contacted them to find out if there was a problem. We were advised that another store had tried to obtain the chair that we had ordered for their showroom, but had, as of Friday, advised the Kingston store that they were going to "let us have it". As a result, none of our order had been shipped, delaying it a further week. When questioned why we had not been contacted to advise that the order was delayed, we were told that "part of our order had come in" and given the additional explanation above. They also advised that they had "just found out" about the problem. This was obviously untrue, having just told us that they knew about the problem at least as of the Friday before. Further, where was the rest of the order?! And as for the part that had come in... that was the floor model that we purchased that had never left the store.

When the furniture finally arrived, we were advised that we needed to pay the driver's $60 CASH at the door. This is very sketchy and raises the question as to whether a reputable business is doing the delivery. The delivery men tried to force the large chair down our staircase, until we advised that they would need to take it in the backdoor. They then decided that the box would not fit through that door, either, and were going to leave it in our backyard! They also refused to take the item out of the box, which would easily allowed it to be carried in. Ultimately, after being advised that this was not acceptable, lo and behold, the box suddenly fit through the doorframe.

The worst issue, however, occurred after we opened the furniture. One of the chairs has metal legs, to which rubber caps are affixed, both to level the chair and to ensure that it does not damage your floor. We had just finished installing new wood floors in our home, so we were upset to find that two of the caps were missing from one chair. We contacted the store to advise them of the problem and were dismissively told that we would need to take picture, email the company with a copy of our receipt and they would deal with it. The store in Kingston washed their hands of all responsibility for having sold us a defective product.

Not taking this as a reasonable reply, we then attended at the store and asked to speak with the manager. We explained that we felt that this should be the responsibility of the store to rectify the issue and obtain the parts. As is, the chair was unusable on our new floors, both because it would permanently damage the wood, but also the chair was not level (rocking). The manager, Natalie, actually told us that this "was not a big deal" and that were making a "big deal out of nothing". She suggested that we wrap a piece of cloth around the legs. When challenged (always ina respectful, level tone) as to why this was unacceptable, she became angry and hostile, raised her voice and suggested that she was "uncomfortable" speaking to us. We thanked her for her time and left, only to be called " a joke" as we walked away. She also refused to provide her name, when asked. An associate advised us after the fact. Her behaviour was grossly inappropriate and the fact that she stooped to namecalling was unbelievable.

Upon returning home, we received a voice message from Natalie that she had located two missing feet that they would provide. Too little, too late. The behaviour of the staff was the most dismissive, unethical and unprofessional that we have ever encountered.

We were told an item is available in stock if we order the same day. We ordered an hour after but the next day we were told it will be available a month later (March 4th). We did not receive the product until then so we called. They said the date has been changed to March 21st. We then called another time close to this date. This time they said it will take more than April 6th! The worst part is that they have already charged our credit card for $2K and do not feel responsible for the interest. They are not willing to do anything but just only to say sorry over then phone.

The people who take the phone calls are very rude.

VERY DISSAPOINTED with the customer service.

I really wanted to like this company. The designs are nice, but...I ordered literally all five items they all arrived damaged, crap qaulity. There was no protection in the packaging at all. I spent three weeks trying to call and email and no response at all, only after I contested the charges on my cc did they did try to call me and wanted to pick up merchandise but not send new items for three months again so now I am supposed to be without a bed for a total of six months?. It took them three months to get my first order even though it said it was in stock and ready to ship when I ordered. They know all the loop holes to fight cc companies, they are unethical and have no concern whatsoever for customers. Horrible company! Do not use them, their prices are cheap but it's not worth it, they will leave you high and dry with damaged items and will do nothing to try to fix it. I buy a lot online and this was the worst customer experience I have ever had with a company, ever. Can't believe they are still in business.

Date of incident: jan 18, 2017
Client id: townt2sp003588
Saleperson: 1605
Complaint is concerning horrible customer experience that was rude, unreasonable, dishonest, and insulting which cause a traumatic experience for my wife and i. The experience came from the manager of the store named edmund.
On jan 18, 2017 my wife and I bought a bed frame and dining set from the gastown location in vancouver, b. C. The initial salesperson was yuri who was very helpful and understanding. We were informed that if we had to change our order that we had until jan 19, 2017 3pm so that we could get our order delivered for feb 2, 2017. My wife and I were moving into a new condo unit and would need to reserve the elevator and pay $200 for the move in fee. At the beginning of each month is when everyone moves in and booking a elevator would be difficult. We were informed that the furniture would be delivered by feb 2, 2017 and that the driver would call us 48 hours prior to the date to arrange a time for drop-off. After being informed by yuri and edmund we had booked the date and the order was submitted before jan 19th. Then we waited and waited for the call from the driver. On feb 1st my wife called structube and talked to yuri inquiring why the delivery drive have called us since the delivery would be tomorrow and we would want a time frame to secure the elevator. Yuri told us to wait for the call which we did. The call never came and we had paid $200 for the elevator for that move alone and it was wasted and the time that we waited around for the furniture.
My wife called the store and asked what was going on and after that it was a downward spiral of insults to me and her. Edmund clearly does not understand customer service. I am owner of a shoppers drug mart and I understand customer service, in my 20 years I have never experienced something so insulting and unreasonable. Edmund told my wife that we should have not booked an elevator and that they never told us feb 2 was the date which was untrue. I am completely sure that we were confirmed for feb 2 and that is why we had booked the elevator and paid the fee. Even when my wife called on feb 1 to confirm they informed us that it was not that date. Edmund started to insult us saying that my wife english was not good which is also not true, edmund told me that my wife was too picky and that she had changed the order 5 times, but the order was submitted before cutoff time. Edmund said my wife was rude and that he was confident that yuri had called my wife on jan 20th and told her that it wouldn't be delivered by feb 2nd which was also a lie. My wife went in to speak to yuri and yuri admitted that she is not certain that she informed since she had made numerous calls in a day and couldn't fully keep track. We are not upset with yuri since she didn't say she was certain that she informed us and it was edmund who confirmed for her which shows edmund was untrustworthy or a liar. Yuri was also sweet enough to offer my wife a air mattress since we do not have any furniture or bed to sleep on. My wife and I were sleeping on the floor and had no dining table to eat on.
I also spoke with edmund since my wife felt so insulted by edmund and did not want to deal with him anymore. When I spoke with edmund I was very patient and understanding and all I wanted was a reasonable solution. Because of the poor communication with edmunds team, we now do not have a bed to sleep on or a dining table to eat on and out $200 for the elevator reserving and the stress on my wife and our relationship. I did not want to argue with edmund and was very calm when speaking with him. I did not interupt him or raise my voice, but when I spoke with edmund he would constantly cut me off and he would raise his voice and insult my wife. Edmund is suppose to be a manager, I have 3 managers and they would be fired instantly if I knew this is how he communicated with my customers or patients. Edmund behaviour was completely un-acceptable and acted very immature and insulting. After that we could not continue to discuss about the issue and all I wanted was a solution. Edmund decide to give me 2 solutions:
1. ) we would not reimburse your elevator fee and you would have to wait for the furniture
2. ) you could cancel your order and we would reimburse you.
I don't know if your company would be okay with this solution. Literally edmund did not give me a reasonable solution at all. I would have been happy that day if he agreed that we made a mistake and would pay or take off half of the moving fee ($100) from our order or reimbursement for the fee. I wold feel that would meet us half way and I would have been slightly satisfied that he was willing to do something. All edmund did was be defensive, he did not listen to myself or wifes concern.
After my experience with edmund, the desirable solution i'm expecting is a sincere apology from edmund to my wife. I would also like to have my moving fee reimbursed which is $200 either taking it off the payment or in-store credit. We now have to pay another $200 for the delivery.
I also would like you to review edmund credentials and see if he is fit to be a manager of your organization. Customer experience is the key to the success of your organization, if he doesn't understand he should really reconsider if he really should be a manager or customer service industry.
For validity of my status or credentials, you can check my website for shoppers drug mart and philip mang is my name. I am the owner at broadway and burrard location in vancouver b. C.

I ordered a bed from Structube in October 2016. It is now December 2016. I am pregnant, and I have been sleeping on the floor this entire time. I am extremely frustrated because I have been unable to reach customer service on the phone. When I finally did, I was informed there is no recourse, no compensating for the inconvenience caused. I will be directing by business elsewhere in the future.

I placed an order of eight dinning chairs in store on Octber 28, and were told paid in full of $1900.66 then will deliver about two weeks. Till now, the last day of the November, 2016, I havent receive my order and never receive any update from Structube regarding the order placed in Octber.
I called them twice, one is in middle of November, I were told to wait another two weeks. and today, November 30, I called them again and were told to continue to wait another two weeks...
is that because I paid the full amount of my order?
this happened in store of toronto, 5233 Yonge st. the salesperson is Jason.

We ordered a bed from Structube at the end of August 2016. We were moving Sept. 1st. We knew the bed was not in stock but were told it would be in stock in 4-6 weeks. I checked back with the store in October and still no bed.
We have been extremely patient and gave them another week before calling back. Still no bed. Another 6 weeks has gone by and still NO BED! Finally our bed was out for delivery (so excited). We waited the whole evening until almost 7pm. I called the courier to confirm that we were getting our delivery and was assured that we were, they were just running late. Waited another couple hours and called back at 9:30 pm Saturday night only to be told that there was a mix up and the headboard was missing from the warehouse so our bed was never out to be delivered! No one called us! I wasted my entire Saturday waiting for a bed that wasn't even coming!
Went through this whole crap all week to be told that they found the piece and it would be out for delivery again the following Friday. I left work early to make sure I was home for it. The truck showed up and low and behold, only 1 piece came! Still no headboard! Words cannot even begin to describe the disappointment and anger I felt. To go through this a second time is unacceptable and inexcusable. We have now been sleeping on the floor for 3 months and still have no bed. The people at Structube do not seem to have any sense of urgency, only repeating the same thing over and over that they are trying to rectify the problem. How about some kind of compensation for all of this bull? I will never order another item from this store ever again and strongly urge others who are considering it, Not To!
I have never experienced such nonsense ever! Something needs to be done. I will be contacting head office, don't even think the store has done that. Sick and tired.

Structube, we have a major complaint about your customer service. Your service has driven us nuts with empty promises. We ordered a coffee table in July/2016, and was told to wait until November. During those four months, we NEVER received any notification that our delivery would be postponed until we called this month. We were then told to wait an additional three months, and again you can't guarantee if it will be ready by then. We are extremely upset with your business and level of service we have received. All your company has done to resolve the matter is to give us two options; 1) Keep waiting or 2)Get our money back (What about our compensation for this level of service?) The customer experience should be a much bigger priority, but clearly it is not. We are very understanding if a person or company needs time to solve a problem, but apparently we don't even get a good reason why this has happened. We are extremely motivated to speak out about this and never buy anything from your company again if you cannot fix this problem.

I am writing to you today to provide you with feedback from loyal patrons, unfortunately, it consists of disappointment. This disappointment is coupled with the request for compensation for the poor customer service and inconsistent product quality of Structube’s furniture in Ontario.
We began our customer with Structube approximately two years ago, when we bought white dining room chairs similar to the Boston style. One day passed, when these chairs were already stained, irreversibly by our guests simply sitting on them with blue jeans. We had to repackage the chairs and exchange them. Despite the style being what we were looking for, the quality was unacceptable.

Our dining room table, chairs, living room nesting coffee table, sofa and loveseat, bedroom sets are all from Structube. There is no doubt that we have demonstrated patronage to your organization. Unfortunately, it has not been reciprocated. Each time that we have purchased a product, we are promised a date for delivery, that date is consistently delayed with absolutely NO communication from the Customer Service Reps in your stores. I take time out of my day, on scheduled breaks to call your employees to find out what happened to my furniture.

Less than a year ago, we purchased the Flow sofabed, in red, and this summer decided to purchase the Chaise to complement the sofabed for the basement with gift cards we received from our wedding guests in April 2016. We purchased new dining room chairs, the Eiffels, so far, we are happy with them. However, when we ordered the Flow Chaise, we were not informed by your Regional Manager that the design was modified, the color was modified and it may not match was we already had, as she knew we wanted to complement our existing purchase. I would expect a high level of Product Knowledge from your Regional / Store managers. The Flow Chaise was assembled yesterday, when we discovered that the product is completely different in style and colour. Products may evolve, but the service and product knowledge at Structube has remained the evolutionary equivalent of a troglodyte.
Each time, and most recently a Regional Manager in the Oakville store on Wyecroft Road, Amy, promised to call me when my product passed Quality Control. Not one word was communicated. Your organization cannot survive without customers, why do you treat your customers so poorly to leave a bitter taste on their palettes that they stop recommending your products and not purchase another item?

These experiences with Structube have been very difficult and frustrating. We demonstrated our loyalty to you and your organization for years and continue to do so by providing you with unabridged customer satisfaction feedback. Compensation for continued loyalty of existing patrons and potential patrons would be in the best interest of an organization that depends on repeat business and word of mouth marketing. The impact of not taking customer feedback seriously is detrimental to sales, reputation and longevity of any organization, as you are in the business of service.
Your response to this letter, written with genuine concern and disappointment is appreciated. I look forward to hearing from you or your delegate regarding our compensation for the struggles with Structube

In June, I purchased a dining room table, the matching coffee table and console, with delivery date of mid-August. Mid August came around, and I called the Kitchener store (where I placed the order) to set a up a time for me to pick up the tables. At that time I was told they would arrive mid September. I had arranged for a truck to pick up the tables, and lost my deposit on the truck as I couldn't move the delivery date. I decided to patiently wait for mis September. I asked the sales rep to contact me in case the order was once again delivered. I of course never received a call from them, only after I contacted them they told me it would now be October or November before I an receive my tables. In both interactions I've had the table I've been told I can cancel my order and get a refund (obviously this company is doing very well and does need any more business) I was also told this is the nature of the business.. well that is a very poor business you're running. At this rate, my tables my arrive next year, with Structube you can not expect good customer service, or products to be delivered on time. DO NOT MAKE THE SAME MISTAKE I MADE, AND ORDER ANYTHING FROM THIS STORE.

I ordered four barstools and two accent chairs but never received them. I paid using paypal and my bank was charged immediately. After two weeks I had not received delivery confirmation and so I sent an email inquiry. Nothing. One week later, three weeks after I placed my order and was charged, I called the company and was told that the barstools were not available and would not be shipped. Apparently I was on a call list to be contacted, but my ordered had not been cancelled in the meantime and no communication was sent. According to the person I spoke with the company needs confirmation from the purchaser "for security reasons" to cancel an order that the company is unable to fulfill and so they kept my payment. Quite absurd. I am still awaiting my refund. I would strongly caution against using this company - very strongly.

Stay away from Structube furniture store. I bought a $600 coffee table and it is already falling apart after 3 weeks. I looked at the part that is falling off and it was secured in place with a bolt that is made for a nut. Not a furniture screw made for wood. As a result it slid right out of the hole it was put in and just slides in and out with no hope of holding at all.

I called the store and was told they don't support their products and would have to call the manufacturer. This is a far too common scam in furniture. I expect this kind of thing from The Brick or Leon's. But at these prices I expect quality products and service.

I purchased a 'Eden' Sofa bed from STRUCTUBE on Nov 26, 2015 from the Edmonton South common store. It was back ordered and said it wouldn't arrive till the 15 of December. When I made the order I was assured by the store associate they would do everything to make it arrive before the December 26th. The date was important to me as I was planning a surprise for my husband for his birthday and I needed the couch. I let them know that and that why the reassurance. I called the store a few times to ensure it was on the way. On Monday the 14th 2015, I called the store and I spoke to Jay (or James) and he said "Don't worry, the Sofa is on the way on the 18th after 2 pm." So the Saturday 19th at 2:15pm I show up and Spoke to Jay (or James) again and he was confused why my couch wasn't there. He confirmed that he spoked to me on Monday and him and his crew looked around and of course nothing was there. He said that he couldn't do anything till Monday and again I reminded him how important this couch was. I had my uncle with his truck show up and a friend to help me move the couch. On Monday I called him at 10:30am, he said he just opened up the store and he made a call but hasn't heard anything back yet. At 12:30ish he called me back and said for some reason he couldn't get the couch till the 30th. He said it wasn't any fault of his own but something to do with when I went in the store to ordered it. I asked if I could get it from a different store or buy the floor model from him, they floor model said was broken and downtown wouldn't be able to do that. He said that I could think about it and see what I wanted to do was either cancel or wait till it came in. I was so upset, I had this big surprise on the 26th and two small kids and kicking my husband out of the house is not a easy measure.My dad told me to double check the downtown location and double check. So that day I called the downtown location and guess what they could sell me the floor model but I couldn't get a discount and I have to pick it up. I told them to put it on hold for me. So the Tuesday I went to the downtown location and picked up the couch. I explained to the lady what happened and she looked it up and said thats strange we had a 154 in stock. So I called the south common to cancel my order and they were like I have to come into the store. I told them please get a manager to call me because to go to any shopping area before christmas is a massive feat. The assistent manager called me (different guy) and his name is Jay (or James) I got them confused.I spoke to him and he had no clue or acted like it, what was happening to my order or why I was even cancelling it. I explained again what was going on and he had no idea. I told him I was contacting the head department to let them know the complete lack of customer service, the lying and the run around. He told me why it didn't show was when it was ordered they sent it to Montreal. I had to go to the store again that day (Dec 22) and get a refund, the assistent manager was sorry. The worst was December 30th they called and said my couch arrived. I was like I cancelled that, the lady was like oh yeah. I submitted a complaint Dec 28 2015 and have yet to resolve anything with them. When I have received anything from them it has been in French even though everything I have talked to them about has been in English. I can screen shoot if you want proof.

I cancelled my order with Structube due to their unwillingness to delivery my order at a time when I would be home. I received the delivery time the night before the delivery date and the phone message was so difficult to understand that I had to calll Structube to get the delivery time (8 to 12 noon). I let them know that I would not be home from 8 to 10 am but would be available from 10 am onwards. Sure enough, the delivery was made at 9 am. The delivery charge is $70(non-refundable) and they wanted an additional $70 to reschedule another delivery. At that point I cancelled my order. Now, having read all the complaints about the poor quality of their products, I will look elsewhere, and read the complaints board first!