Structube

Awful experience.
We bought a Fanny sofa and had to exchange it because a piece was not manufactured correctly. Funny enough the new one had another problem. We needed to cut the wood by ourselves!

The customer service is awful as well, not responsive and so inconsiderate.

The items in store might seem cute but avoid at all costs.

I was in the area passing by and ended up leaving with a gorgeous pillow! The attendant, Jam, was so kind and helpful, and he didn’t mind that I was there to initially kill time. It didn’t feel like he was there to make a sale from me but genuinely wanted to chat and ended up helping me leave a with a new treasure for my home

STAY AWAY, JUST FANCY LOOK CHEAP MATERIAL IN THEIR PRODUCTS AND CUSTOMER SERVICE IS TERRIBLE. What I’ve experienced is attached below.

I usually refrain from writing these but this place makes exceptionally bad furniture with exceptionally bad customer service. The manager at the liberty village location has 0 sales or people skills and almost got combative and defensive with me while i was calmly explaining the problem with the furniture showing pictures why it was structurally unsound. Made in china with spare wood out of the scrap yard it looked like. Overall just a terribly run business. And way overpriced garbage basically. Avoid buying here. I wish i checked the revues before i purchased my sofa.

Jason helped assemble my chairs for me and he helped me pick out my sofa. I am grateful for his help. I recommend this store, especially Jason.

Best place to shop your furniture! Great price & value, superior quality compared with Ikea.

I received a damaged item and company is not covering the expenses to return the item. You are paying the costs of their failure!

Don't buy any large furniture pieces from Structube. One side of my sectional collapsed a little over a year after receiving it. Their warranty did not cover this nor do they sell replacement parts or offer repair services. This means I'll have to throw out a sofa with minimum wear (the cushions looked brand new, and the sofa bed was used just twice) only because of poor workmanship on one part of the sofa. Extremely unsustainable business, just go buy at Ikea.

I called this location ahead and spoke to Cara and was able to secure two of the stools I needed as they just happened to have them in stock. When I got to the store, they had them set aside for me and brought them out. I asked what it would take for them to sell me a third stool from the floor models they had. Cara was the only person who didn't hassle me and agreed to help me out. I called 4 other stores and they all said they wouldn't sell me a floor model even though they had multiple. I cannot thank Cara enough for helping me out, her excellent customer service and willingness to do what it took to make me walk out happy really made my day. I needed the extra seating for a get together that night. Cara definitely deserves special recognition for her excellent service.

The staff is great and very helpful. The manager I talked to regarding an extra $50 delivery charge they shouldn’t have charged me was rude and disrespectful. I will not shop at this location anymore.

Cara is very welcoming and friendly, she made us feel at ease while shopping around. She’s also very professional and knowledgeable about the products and helped us find exactly what we were looking for. Overall, an amazing customer experience. Thanks Cara, we’ll be back to see you soon!

I had a problem with an office chair i bought but problem was actually from the head office and the store had limited solutions.they did their best though.

It is just a shame that a Canadian company can offer worst service than Ikea!
You are basically obligated to be at the place when they say they will be delivering, not negotiable. Even if you call them to re-schedule, they charge you 60$+ hst for that.
The delivery company and structure support basically words are: "We couldn't care less".

Just a shame is general.

Biggest regret of my life. I ordered a couch and after many months it came in defective. Neither arms will stay attached and there is a massive divot in one seat. I tried to get a replacement and learned I was on the hook to package and ship back my couch before they would send a replacement. After nearly a year of back and forth they finally refunded me only $50. They have some beautiful designs but their customer service was the worst I have ever experienced. Don't shop here.

I have purchased many items. Never disappointed. Prices reasonable good quality but you have to know quality. Now prices much higher out of China.

Reasonably decent furniture at IKEA prices and great designs. The logistics though are a nightmare. Out of stock products, delayed deliveries & very lacky delivery agency.

I had a delivery scheduled between 10-2pm, for 3 lamps, which got delayed without any notification to 3.30pm.

The delivery was made to me on the road & I ended up using my condo trolley to move the pieces to my condo.

I was also informed that for one of the lamps there was a part missing, and would be delivered later and to coordinate with the store.

On informing the store, the staff very casually mentioned, ‘oh yes, stuff like this happens’ and we will get it delivered.

No one had an idea of when the next delivery would happen.

Not the kind of ideal experience I would have imagined from a company like Structube.

P. S: In the past, I’ve got multiple products from Structube and the experience has been not that this bad. The only reason I would still give them 3 stars.

I ordered my Bed and Sofabed in March 2021 through my designer - I’m still waiting. The delivery date keeps getting pushed back. Apparently 1 item is in stock but they have to wait for the other item to deliver. They refuse to deliver the other item without me having to cancel my order and place another one. It’s ridiculous. I will never shop here again.

Hi Structube,

I just want to reiterate how frustrated I am with my first shopping experience. I had read great reviews but my experience thus far has been the exact opposite. I called in proactively this morning at 9 am EST to confirm my delivery date for today as I did not receive any calls from Structube to confirm. I was advised that the transporter would deliver between 9 am and 1 pm. I was also told at one point the driver is 10 to 20 minutes away. After multiple phone calls and constant follow ups on my part my order has still not been delivered. I live in a condominium building where booking an elevator is quite difficult and my slot was wasted this morning. I am still waiting as I write this message and my order has not been delivered. I regret to say that I will reconsider any future purchases from structube and will be leaving a terrible public review. I expect a follow up and to be compensated for this major inconvience.

Omar

My girlfriend bought a chair there. She took it out of the box and put it together and found it very uncomfortable and wanted to refund it. Unfortunately she had put the box out side on the patio and it poured that day. It got ruined in the rain. She wanted to refund it a day later but because she didn’t have the original box they would not allow a refund even though it was the next day after picking up and she had her receipt and had to sign to pick up the chair. Terrible customer service and return policy.

The furniture is decent and affordable, but HEAVENS FORBID you want to get your order within a year of ordering it. The dates advised for delivery are nothing short of random numbers. Moreover, Structube doesn't warn you that they're experiencing delays and are extra eager to get you off the phone if you call to enquire an ETA.

Summary, I've ordered a lamp, a bench, bar stools, and a dining table. The latter two were delivered 2 months late, and the first two are MIA; it's been 5+ months since they were supposed to arrive and Structube can't advise when I can possibly lay sight on them. Say a prayer if you add anything to your cart.

Structube has the worst customer service, period! They claim you can “reserve” items by purchasing what’s out of stock, and will give you a date when it’ll be in stock. By purchasing, you’re reserving the item that’s supposed to come on the shipment that arrives on the date specified. Then, they’ll quietly push that date back, farther and farther without giving you any notice! Why do you take your customers money if you do not have and don’t know when you’ll have the items they’re looking for! Will never shop from Structube again!

Even more surprising than the quality for the price point is the service! The staff here are amazing.

Do not purchase anything from Structube right now during the pandemic. Their customer service is terrible. No one is picking up the main office phone number. I have sent countless emails with no help. Worst customer service. We have purchased many things in the past from Structube and plan to never purchase again.

This store’s service is beyond horrendous. I’ve never dealt with a store that just hangs up on there customers multiple times.

The store level employees here are very helpful and friendly. However the company as a whole is very unreliable - don't order from here if you're on a time crunch of any kind. I ordered something expecting a 1-2 week wait, and it has turned into 4+ months. Every month, they tell me "Sorry - it'll look like another month". Their head office needs to get it together and either discontinue items that can't get to the store, or, do a better job at forecasting on their website. Unfortunately this isn't a one time thing either, it has happened to me multiple times and it's really frustrating.

Also I had escalated this to a regional manager to see what could be done and he sent me an article from CNN about how the Suez canal crisis is slowing supply chain. That happened a week ago bro, I ordered this 3 months ago.

The staff is extremely friendly and always very helpful. When things aren’t in stock at the warehouse they keep on top of it and let me know when my order is in. I’ve seen employees at this location go above and beyond for some people. They don’t deserve many of the experiences I’ve seen happen to them by others.

Terrible experience. Ordered a couch from these guys and only half arrived and there's been no contact, resolution, timeline or anything on the remaining pieces. I get the covid rush but how can you operate a company like this? Ridiculous.

Excellent service friendly staff very Clean and great furniture. For your place home or. Condo

While I love the furniture designs of this store, there is no confirmed delivery date if the purchase is put of stock.

Great customer service. I bought a set of lamps where one started to malfunction recently- Emily was quick to respond with no hesitation to help. I got the lamp replaced, but noticed the marble was different from the original. To rectify this, she offered to order a few more into the store so I can find one that matches better. Incredibly thoughtful and accommodating!

If I was sitting in my shiny new Dave Armchair, I'd no doubt give this store a 5-star rating. However, I'm not, since the store cancelled my online pick-up order without notifying me.

When I placed the order I received email confirmation with a progress bar, showing I'd passed step 1 "We've received your order! ". Then a couple days later, I received a second email showing I'd passed step 2 "Your order is on its way! " to the store. Then.nothing.

I never received a Step 3 "Ready to pick up in store! ". I waited two extra weeks.still nothing. Then I called the head office, and the agent informed me that my order failed to pass a verification process. She didn't know what the verification was.

Eventually, after she called the store, she found out that an employee at the store cancelled my order, and the store wouldn't tell her who cancelled it or why. They "invited me" to call them personally.

Eventually after doing some digging, i realized that an auto-fill form had entered the incorrect phone number, and the store ONLY CONTACTED ME BY TEXT to let me know that my order had arrived. Since the number was incorrect, the order was cancelled.

Two weeks later and I still have not receive my step 3 email, OR a cancellation email. If you start out emailing a 4-step progress bar, you have to continue the progress bar emails - that's basic web design. You can't switch contact methods at the last minute, and not even try to contact the person who obviously placed the order.

Structube - please get your act together, and learn about how online shopping works. I wont be spending any more money there until I have a cancellation email, a refund in the bank, and apology for the poor service and cancellation without my consent or informing me.

Now i just have an empty hole in my living room.

As a showroom, it more than serves the purpose. If the salespeople floated more and tried to help people, they would probably sell more furniture. But for an unobtrusive viewing experience, it is pretty pure. The fact that the items can be ordered online almost eliminates the need for the help

Stay away! Structube is defined by terrible quality and terrible customer service - check online, the reviews are are unanimously negative. For some unknown reason I decided to ignore them and learned first hand just how terrible they are. They accepted a return for an item, promised that there would be a refund, and once the item was picked up and in a warehouse in Montreal, called to tell me they only had to give store credit for a portion of the value because they technically only ever said in the calls that I would get "a refund" without specifying the amount or type (money vs store credit). It's one thing to make terrible products that come with defects and break in a month - thats the assumption with a terrible company like this - its another to lie and steal someones items, putting them in a box when they have no other recourse once they've returned an item.

STAY AWAY from Structube! Save yourself the hassle now and don't support a horrible company like this.

Nice showroom but the staff is always behind the desk judgementally staring at you after an obligatory "hi. " Then if you ask them a question they seem bothered. Also the consist large pile of "pickup" products in cardboard boxes taking up 25% of the showroom makes it feel very cheap and messy. Doesn't inspire you to spend money on their overpriced products.

Peter and his staff are friendly and very helpful without being pushy. I had a minor issue with a delivered item and it was totally corrected. I often feel that you can judge a person or business best not when everything is great but when an issue comes up — and they did a great job in such a situation. Highly recommended for reasonably priced good looking furniture and great service.

Very few options on display here, I walked in to their store last week about 730pm and their sales reps don't even bother to ask for help. Not a great experience at all

The quality is similar to IKEA, but is made up for by the staff that goes out of their way to be helpful.

Good store for furniture. The person that helped me did a great job. I ended up not getting all the furniture I wanted because I decided to rent some instead.

Horrible customer service. Manager (believe her name is Emily) was irrational and rude. Ended up going to College Street location and was impressed by their services.

Decent furniture that's affordable but absolute worst customer service! I never write reviews but I had to express my disappointment/frustration with this situation. Spent over $2k on furniture and was waiting on one item to arrive back in stock for the entire shipment to deliver as I did not want to pay multiple delivery fees ($90 each). I had an empty condo for an entire month waiting for my furniture to deliver. It was scheduled for Saturday May 18th (yay!) and had to book the elevator in advance for a timeslot to bring the furniture upstairs. However Structube's logistic company only notifies their customers the day before delivery where your delivery falls on the day (they provide a 4 hour window so better get comfy). Of course, the delivery fell on a time where we didnt have the elevators booked and by that time we could not change the time slot with our building. The time slots for delivery are "non-negotiable" so good luck trying to match up the elevator booking time with the delivery. Saturday came and of course, they couldn't bring the furniture upstairs so without consent they took our shipment back to the warehouse in Montreal (we live in Ontario). We called the King St location which is where we originally purchased the furniture from. We spoke to Emily who is apparently the store manager and learn we would have to do it all over again, including paying the $90 delivery fee again. Not only was she not sympathetic of the situation, she didn't do anything to try to resolve the problem. She wouldn't even waive the second delivery fee (I dont think $90 is much for Structube, but for two young adults who've just spent over 2+ grand on furniture, we sure notice having to pay the delivery fee twice). So we paid the $90 fee yet again to have our furniture deliver a week later. Problem is, once again, we have to book our elevators in advance, without knowing when approximately the delivery will arrive (LOL). So I'm not sure if we will ever get our furniture at this point.

All in all I guess this is a learning lesson, you get what you pay for! Next time I will spend my money at CB2, I hear they have much better customer service!

Peter and his colleague (didn't catch her name!) were beyond amazing. I had issues with a bench and I brought it in and they were able to help me figure out the assembly AND both helped me assemble it. Thank-you!

I have had the most horrid customer service experience of my life with this TERRIBLE company. The delivery service was meant to call me 1 hour before arrival, but called only when they were in the loading area. I wasn't able to get to them in time and even though the dispatcher said they would wait for 30 minutes, they left and then wouldn't pick up my calls after. Even though I did everything I was supposed to to do receive the delivery, Structube is now insisting I pay ANOTHER $90 delivery fee in order to get my order. I will never give this company my money again and neither should you.

Shipped part 1/2 twice instead of part 2/2. Asked for exchange and was told item had to be in original packaging. Stuck with the a defective $800 couch

Reply to response:

I requested to speak to a manager about 15 times and never heard back from anyone. You are liars if you think you’ve handled this correctly. I won’t be purchasing packaging materials with my own money without a discount on the exchange! That is a ludicrous policy. I asked for packing materials to be mailed, OR have the delivery person bring some from the warehouse and I will pack it up when they arrive. Call me back instead of replying to my comment? Also, deleting all my reviews on Facebook and other social media platforms is a terrible way to run a business.

Poor quality and uncomfortable furniture. Also, watch your head on the low hanging lights - isn't fun when you smack your head!

This place has affordable furniture but even more nic nacs and stuff for your apartment but the quality isn't the best. You get what you pay for.

Saw some terrible reviews but I had a good shopping experience. I wanted to go to the store and look around because I'm moving soon and wanted to see what was out there. The store does not have a massive selection but there is enough to get an idea about the size, shape, and quality of their furniture. The salespeople there were at their desk and didn't bother us at all, which for me was a good thing. I don't like when I walk into a store and get followed by salespeople trying to make a sale. I didn't buy anything so I can't comment on that part but all in all my experience was good.

Be careful with your orders. It's obvious in the showroom that the quality is poor. I picked up a bench that was clearly repackaged.

Terrible customer service. Their stuff are beautiful and the prices are very affordable but as a customer you’re on your own. I believe they are so horrible to you at the stores to force you to buy online. This is the business model - no stock at the stores, all in the warehouse. So you go to the store, and I went to three different locations - and the experience is poor to none! As they may not acknowledge you at all.
Over the phone the experience is even worse. If you order a product that is not in stock, good luck with your date being pushed further and further away. The delivery? Good luck with getting the info in time for you to make arrangements. They sell cheap items so they sell a lot therefore no caring for a long-term relationship with their clients.

Terrible experience. Followed up on an online order and staff dismissed it completely. "It's not here, call customer service. " Do not buy from here!

No real parking space, very difficult to load the car. About at high traffic times. Showroom is quite small in relation to other locations.

My new couch came in Dec 1 and it was great at first! Love the design. However one of the arm rests has fallen down over 3 times now. I’ve been in touch with Structube on Dec 12 who said they will get a repair man out to me since then. I’ve called two times since then saying the repair man still hadn’t contacted me. It’s Jan 9 and still no word. Im so disappointed with the lack of customer service and the quality of the products.

BUYER BEWARE. Thier products look great but they are flimsy and though they say they will fix it for you, it’ll never happen.

Disappointing and Shameful

Ordered 3 items online, and purchased a 4th in store. All items were DEFECTIVE. Had to pick up and return all items, including a heavy coffee table, with no help from the store or even an offer to send someone to pick up from my home.
Additionally, they never offered any type of discount or remediation in order to keep me as a customer. Only 10% off on damaged floor models, which is an absolute JOKE.
Be careful with this store as they have 0 customer service.

ABSOLUTELY TRASH SERVICE. They don’t care about customer, and the only thing they care is how to not lose any money. Their assistant manager Joshua will repeatedly say the same things and reluctant to offer any meaningful help.

I asked for a refund and they are still charging me for some services that I never enjoyed.

Very terrible service. Please never buy their products.they don’t care about customers and they are very rude to answer your questions! I didn’t even see the delivery person and they insist we need to pay again.i saw a lot of posts saying about their service.can the management try to improve the service quality?

They are selling products with missing items in boxes. The store manager blames the customer for not checking by opening the boxes.