Structube

I will start by saying that the experience I will discuss below was our second time ordering from Structube. The first experience was pleasant enough, even though the table and chairs we ordered were around 2 months late on delivery. That being said, my second experience with this company was nothing short of awful and showed me why they have a 1.3/5 on Trustpilot.

I ordered a bedframe from Structube that was well reviewed and seemingly of decent quality. However, when I began to assemble the bedframe, I was underwhelmed by its quality. I assembled the bedframe and used it that night, and the next. The morning after the second night of using the bedframe, I was getting out of bed and the square tubing that was anchored to the frame that holds the mattress up popped out. These anchors are factory installed so any operator error from my assembly could be counted out. I am not a big person, either. Factory defects happen, and I was understanding, but what happened next is where I have an issue with Structube and the way they conduct business.
I spoke with Troy from the Moncton office about my options for an exchange or refund. From the get-go, I knew this man was going to be difficult and pushy – the worst kind of corporate drone. He vehemently assured me that he had never seen this happen before on this model of bedframe and by his tone and language suggested that I must have done something wrong, which I did not. Anyway, I told him that given the lack of quality in the model I ordered, I wanted to upgrade to a nicer model in hopes that I wouldn’t get another piece of defective furniture. He confirmed that I would be able to order a nicer model but would have to pay the difference. I had no trouble paying some of the difference, but when I asked about some sort of discount to reimburse me for the assembly time, the disassembly time, the re-packaging, and now second delivery that would have to be done, Troy assured me that there was no way that was going to happen and that Structube company policy does not permit this. To me this means Structube values my time at $0.00/hr. Even a small gesture such as a $50.00 gift card or discount would have at least been a show of good faith for the time I had wasted dealing with their junk furniture.

So after some deliberation and consideration, I decided to request a full refund. However, when I asked if the refund included the delivery fee, he informed me that it did not. He told me that the delivery fee was for services performed, and that the delivery was in fact performed. I as a customer don’t feel as though I should have to bear the cost of a delivery when the product delivered was defective.
For me, this was too much. First, Structube confirms they do not place any value on my time, and secondly, they actually refuse to bear the cost of a delivery of a defective product that they sent to me.
My (thankfully) limited interactions with the Moncton Store manager Troy were completely unpleasant as well. He came off as a company lacky who was striving for an upper management position. He was sure to spout company talking points and policies to try and counter my valid arguments. He was often condescending and rude, and almost completely throughout the conversation I could hear his voice trying to interject at every available point in a effort to derail me. I have nothing but contempt for this type of customer service, and Troy is the embodiment of it.

As I looked deeper into Strutube reviews online, I found a 1.3/5 for the company on Trustpilot, with many of the ratings saying that Structube was an awful company to deal with, and in fact deleted many bad reviews that were posted. I must say, after my latest dealings with this company I will never deal with Strutube again, and I suggest no one else does either.

I will start by saying that the experience I will discuss below was our second time ordering from Structube. The first experience was pleasant enough, even though the table and chairs we ordered were around 2 months late on delivery. That being said, my second experience with this company was nothing short of awful and showed me why Structube has earned a shocking 1.3/5 rating on Trustpilot.

I ordered a bedframe from Structube that was well reviewed and seemingly of decent quality. However, when I began to assemble the bedframe, I was underwhelmed by its quality. I assembled the bedframe and used it that night, and the next. The morning after the second night of using the bedframe, I was getting out of bed and the square tubing that was anchored to the frame that holds the mattress up popped out. These anchors are factory installed so any operator error from my assembly could be counted out. I am not a big person, either. Factory defects happen, and I was understanding, but what happened next is where I have an issue with Structube and the way they conduct business.

I spoke with Troy from the Moncton location about my options for an exchange or refund. From the get-go, I knew this man was going to be difficult and pushy – the worst kind of corporate drone. He vehemently assured me that he had never seen this happen before on this model of bedframe and by his tone and language suggested that I must have done something wrong, which I did not. Anyway, I told him that given the lack of quality in the model I ordered, I wanted to upgrade to a nicer model in hopes that I wouldn’t get another piece of defective furniture. He confirmed that I would be able to order a nicer model but would have to pay the difference. I had no trouble paying some of the difference, but when I asked about some sort of discount to reimburse me for the assembly time, the disassembly time, the re-packaging, and now second delivery that would have to be done, Troy assured me that there was no way that was going to happen and that Structube company policy does not permit this. To me this means Structube values my time at $0.00/hr. Even a small gesture such as a $50.00 gift card or discount would have at least been a show of good faith for the time I had wasted dealing with their junk furniture.

So after some deliberation and consideration, I decided to request a full refund. However, when I asked if the refund included the delivery fee, he informed me that it did not. He told me that the delivery fee was for services performed, and that the delivery was in fact performed. As a customer I shouldn't have to bear the cost of a delivery when the product delivered was defective.

For me, this was too much. First, Structube confirms they do not place any value on my time, and secondly, they actually refuse to bear the cost of a delivery of a defective product that they sent to me.

My (thankfully) limited interactions with the Moncton Store manager Troy were completely unpleasant as well. He came off as a company lacky who was striving for an upper management position. He was sure to spout company talking points and policies to try and counter my valid arguments. He was often condescending and rude, and almost completely throughout the conversation I could hear his voice trying to interject at every available moment in an effort to derail me. I have nothing but contempt for this type of customer service, and Troy is the embodiment of it.

As I looked deeper into Strutube reviews online, I found a 1.3/5 for the company on Trustpilot, with many of the ratings saying that Structube was an awful company to deal with, and in fact deleted many bad reviews that were posted. I must say, after my latest dealings with this company I will never order from Strutube again, and I suggest no one else does either.

Excellent customer service from Heidi at your Moncton location. She was very pleasant on the phone and she was the same way when I dealt with her in the store. Would highly recommend this store.

I have been to multiple locations in different provinces. All consistent in the experience. Not proactively helpful and when asked not overly useful.

The layout of the store and the friendliness of the staff make for a nice experience when shopping for furniture. They have a good variety of items from beds to throw pillows and flower pots. Troy the manager was very knowledgeable about all items on the floor, as well as helpful with hints and tips for putting together the furniture once it arrives home. We found exactly what we wanted for our kitchen nook

I have always had good service at Structube and the furniture and other products offered are beautiful and of good quality. The last thing I bought there was a set of curtains that I love in my living room, this was the only place in town I found such beautiful and long curtains at a price that was reasonable (actually I got a really good deal on them, about a third of the price in other places), so I recommend to go and see their selection for home decor. It's all beautiful.

Nice and clean store. I like how everything is displayed on the floor.
Employees were nice and helped me find what I wanted.

Friendly service at Moncton store. Convenient location and low pressure, but helpful staff. Will be buying furniture at this location.

I like style and sales people, price are good. Just I would like to buy and take it at home. Not wait so long.

Item took over 5 months to be delivered. It arrived with some damage. Online customer service was good - quick to respond and helpful. Submitted pictures of the damage, and Moncton store manager quickly contacted me to discuss by phone. Was given the option to return, exchange, or get some money off & keep the item. Was given a rebate of about 40% off the price, which was fair. Overall, great stuff, online customer service & prices, but takes a while to arrive, which I suppose is the norm nowadays.

I am such a fan of Structube, or should I say WAS a huge fan. I ordered a piece in January 2021, along with other products as well - I used to rave about how great the model was, how great the product and pricing was, and now I am just disgusted. I received most of my order earlier this summer, and was promised not once or twice, but THREE different instances that my cushion would arrive, once in the spring, then for the fall, and now I've been told it would be the end of December 2021 (nearly a YEAR from my purchase date (!?) Needless to say, if I didnt not already have the other piece (the chair minus the cushion) I would be requesting a full refund and boycotting this entire setup. This is an unacceptable level of service. Does not even earn a 1 star, if that were an option.

Went over the weekend for a pickup. The staff that was dealing with us was very unprofessional / unpleasant.

Wish they treated customers the way they would have liked to be treated.

Had better service when I went there previously but the last weekend couldn't get any worse.

We had a great experience at the Moncton store. The staff were lovely and very accommodating and helped us out immensely. I would highly recommend shopping here.

Terrible service. Most of their products are out of stock with an estimated delivery date. Every single time I’ve ordered based on a close estimated back in stock date, it’s been months, and customer service never has an update. They told me that it’s just how it is. Not only is it impossible to get products from them, it takes and hour just to get through on the phone with them.

They have nice products if you could ever get it.

Affordable scandi style. Professional staff and flat rate shipping to other cities delivered directly to your door.

Some great furniture on display, quality of product is adequate and setup is relatively easy for one to two people. Designs are varied from modern to contemporary and so anyone can find something to love. Quality/price ratio is bang on in my opinion.

Great place, I didn't know this existed until I drove by.they seem to have very interesting pieces of furniture at very reasonable prices I will definitely go back and purchase here.