Structube

We booked a sofa with expected delivery date in Aug23 told by team as well as mentioned on their website, however every month they keep pushing this date to next month. Now I can see they have pushed again it to Dec23. Highly disappointed with their commitment. They just say it’s estimate and you can take your refund, no value for customer time. This shows they have very weak management which does not know when they are expecting their goods. Commitment to customer should be based on some stats.

Just in to buy a rug. See one I like. Store full of employees but no one bothering to assist. Oh I get a wave goodbye as I walk about! So happy to lose money….

Cancelled my order after 4 months of waiting for a sofa which never arrived. One of the most unorganized, clueless and pathetic furniture stores I have been to. I ordered a sofa instore in July with an estimated delivery date in mid of September. Then the delivery got delayed to September last week, then to October first week, then October mid and now to October end. They don't inform you about the delays, you have to track it yourself. When we call them, their standard response is "Everything is estimated date and if you don't get your order by then, too bad. Just wait". They are not apologetic in the least. Their attitude is "Cancel your order if you want, we couldn't care less" literally. They have absolutely no response to why the order is getting delayed, and no one you can approach to get a proper ETA. No one knows anything in the store. All they know is what is shown on screen which you can see sitting at home. They cannot help you even the tiniest bit beyond that. And you cannot call their online customer service if you placed your order in store because the online customer service has access only to their online orders and has no access to instore orders. For any update, any issue, anything at all regarding your instore orders, you have to go to the instore people only. Really horrendous experience.

Really bad customer service.
Expect huge unexpected delays in order delivery even if they communicate a certain date at the time of order.
We order a dining set and it was delivered as separate pieces- all on different timelines and one for one piece we had to wait literally 3 months (store never updated use for delays) and when it was finally delivered it had missing pieces and some quality issues.
When we contacted the store to rectify the problem they said we can order the missing part which would take another week and a half and said you cant expect a high quality for lower price items, thats what you get for a 1000$ dining set!

A very bad experience with this store. On January 15th we ordered a desk, the Sales Person said that it will be ready for pick-up by Jan 25th and then after we were notified that will take another week and it was the same story again and again with no delivery date for two months.

After few weeks we learned that all the Structube furniture comes from overseas and we were not informed about it. This could be very helpful at the moment of the sale for us to decide if whether or not we will continue  with the order.

When we called the store inquiring about our order, the employees just responded that they don't know if it was already shipped of not.

Due to very bad customer service and no commitment to provide a date, we decided to cancel the order and purchased the desk from a reliable furniture store.moving forward we will not come back to this store neither will recommend it to friends and family.

Poor customer service.
Lack of information
Only excuses.
Poor Management.

Unprofessional team, send you defective products and not willing to change it and try to trap you in any way to accept the defective item

Some people working here really hate their jobs and it shows through their rude attitudes.
There are many bad reviews of this place in regards to their customer service. Perhaps retraining the staff will be a good option. Or maybe just sit down with the employees to emphasize the importance of good customer service.
I called and told the worker that I’m here to pick up my order (as I was instructed over the phone to do). He replied, “I don’t know what you want me to do about that”… Quit your job. You’re absolutely useless and a complete liability to the company because you’ve just cost them a well paying customer. If the item wasn’t a gift that was already 1 week late on delivery, I would have cancelled the order right then and there without any hassle of bringing the item back and would have made sure they knew that he was the reason for the return.

On the other hand, there was a black girl who works there (she might be new) who I appreciated because she explained everything very well and was kind about it.

Not going to be shopping here anymore.

Worst experience ever for first time customer. Purchased over 3k in furniture, sofa 2 chairs and Sideboard. Nothing but issues with delays and delivery with damaged boxes up on arrivals. Then top it sofa was exchanged for new 2x and each was scratches and faded fabric. Worth gets worse when I spoke with Ast Store MGR Antonio he is has no customer services or manner. He once told me if I lost confidence and that I should return items before opening others have not opened yet. Couldn't believe the response and services at this store. Do not go here try another structube!

Terrible quality. We bought the Fany sectional and about 1 year later, it’s extremely uncomfortable. The cushions/foam is non existent. We can feel the springs when we sit and it’s painful to sit for more than 10 minutes. Absolute garbage.

The story is well set with demo furniture that we can try to get an idea of the different versions that are available only online. They have different styles of furniture available at a cheaper price point yet durable than some other stores.

I moved to Toronto in September and I bought a bed and a coffee table for my new apartment on 27th September (Purchase order: HARTD1C11640847).
Its 7th of December today and I still don’t have a bed in my apartment neither a coffee table. I regret shopping from Structube, relying on them now. I should have given up on Structube much earlier and bought reasonable furniture from elsewhere during the Black Friday sales.

Lots of parking. Store well organized. Broad selection of furniture and accessories. Most important was the excellent customer service when we enquired about purchasing a floor model chair.

Good collection of modern furniture. But rude and careless staff especially the senior Indian lady.

Loved our shopping experience with Structube. From when we entered the store to the delivery of our new sofa, everything was easy and quick. We bought the Adrien sectional sofa. It is comfy and fits our space perfectly. Aparna assisted us with our order and ensured quick delivery. Really happy with the service and our new sofa. The prices are really reasonable and lots of good quality items available. Highly recommend. Thank you Structube.

Ok I have to add another review here for the product quality here-

08/23
I received the bed ordered from Structube today. I was super happy-The delivery was super fast and wonderful. But, unfortunately I am unable to assemble the bed due to the product damaged at the first step and the worst thing is- I have already tear down my old bed and I got no other bed to sleep until this problem fixed by Structube.

There is a damage leg for the bed- so I literally have to stop the whole process. Also, I wondering if your company would be interested in checking the product inspection before you send out to the customer. Honestly from my point, it’s such an inconvenience situation to waste all day in figuring out the existing product issues.

Now I’m communicating the issue with the store I purchased and see what could be done at this point.

08/25
The problem solving from heartland Structube took 2 days in this case. They have the contractor over replaced the damaged part. I was super concerned for finding another issues from the same product because I literally have NO TIME to make myself available to contact the store and to wait for another days to fix the potential issues. I emailed them if they could just assemble the rest of the bed, unfortunately the store manager mentioned that they do not have any service like that.

Eventually, I spent additional cost to have handyman assembled it for me. No other issues found so far but really a time wasting project.

That’s pretty much the whole experience:)

-

Below are my original review for the amazing customer service -

I have to add a five stars review for Antonio who helped me today. I wasn’t expecting so much when I walked in today, I simply asked a gentleman in front of me if they have anything in stock for certain price point certain material product. Antonio showed me the location of the product that I’m looking right away. And this is the quickest purchase I’ve ever made from a furniture store, wow, it was just that easy, like buying a burger from McDonald. Also, Antonio showed me the store promo merchandise and how to tell the differences of their marketing signs, and that was super helpful from a customer’s perspective. Can you believe that’s happening in Structube? Sorry if that’s offensive to any of you. It’s just I’m no longer interested to think about the terrible service I used to experienced in this location b4But the good thing in Structube is you could find lots of modern contemporary furniture from their stores, it’s super easy to pull up a ok looking interior together. It’s super good for small budgeting and frequently interior flips planner comparing other competitors like CB2, Pottery Barn, Wayfair, C&B etc. However, I’d suggest to check the product in store before you make a purchase.

Hope my review helps!

If you like structube furniture, don't buy it in the store.

Don't believe the store clerks who will say that buying in store is the same as buying online, which is a lie.

If you buy in the store, refunding will become very troublesome, and there is no way to check the progress of the courier, you can only wait for the phone.

Nice selection of furnitures, also have great deals. They sell some live edges tables here aswell.

I received my order with missing parts damaged items

Both were avoidable, if they take responsibility to followup with order placed and make sure all items are checked and only then shipped to the customer.

Shows you don’t respect customer’s time and you don’t care about your resources

Horrible customer experience over the phone!
The sale guy tells me over the phone that I'm not the only customer, just come to the store and get your money back, when I asked why no one called me to inform that my orders are not coming on the day we suppose to get them.
So I went and canceled order - all $4200; and got the money back!
Why would I want to give someone a buzz when no respect to the customers!

Five people working there, four customers including us, and not one person asked if they could help us.

Some of their furniture looked quite cheap, but they did have some other items that looked very nice.

Let me start off by stating I love Structube for their furniture, but I had a terrible experience with management at the Heartland location.

I came into the store to make a return for a tray that had been purchased at another location 5 days prior and was refused by Peter. He persisted that the policy states returns must be made in their original packaging, although the item I had purchased had no packaging at all (price sticker was on the item).

After being rudely refused, I called the Kennedy Commons location which I had purchased the item at to call the Heartland location to confirm that the item is sold without any packaging. After this, Peter still refused and insisted that the item had packaging.

I was completely shocked that a sales rep had made me feel like I can't read/understand the policy when I was at no fault. After a 20 mins argument, he decided to process the return but stated "I will not take any returns in the future, go elsewhere". Complete waste of time with no reason for any argument in the first place. I shouldn't have to jump from one location to another to simply make a return.

I'm a regular Structube customer but will not be returning to this location. Terrible management that do not care about customers.
I recommend the Trinity Commons and Kennedy Commons location for their amazing and helpful staff!

I spent over $2000 dollars on a sofa and 2 chairs. Within 24 hours, I let them know that didn't wan the chairs because they unfortunately would not fit in the space and they charged me $60 dollars. I was extremely dissatisfied with their policy and will not be doing business with them in the future.

I know Structube has poor reviews but I haven't had any issues myself. When you're ordering from Structube, know that the online sales and in-store sales are separate entities. For ease in returning and exchanging items, I would suggest in-store orders. Ordering items with the help of the salesperson has helped us get some items faster while we waited for others, by separating out the orders. We purchased a coffee table, an accent chair, and four dining chairs though this location. The dining chairs were out of stock at the time of the order but the salesperson called me right away when it came in stock, a few days after I placed the order. We love the chairs, they look and feel great. Unfortunately we've had to return the coffee table as it just did not fit my living room space, but the return process was easy. We've gotten our couch, dining table, accent chair, and dining chairs from Structube and so far we love them. For the price, it's great looking stuff.

The last thing a very pregnant women needs to deal with is a store like this.

Our latest experience at this Structube has left me and my now very pregnant wife a bit confused.

When we found out we were expecting our first child, we immediately started planning our nursery. An integral piece of furniture was a suitable rocking chair for feedings.

We exercised due diligence, phsyicaly inspected the chair in person and ordered the Cedrick rocking chair FOUR MONTHS prior to the expected due date.

Two weeks after the guaranteed delivery date had been surpassed we had yet to received any updates regarding our order. In the third week we finally got a hold of an associate, at that point we were notified the order had been delayed by an additional 5 MONTHS.

During the phone call, one of your associates informed us that they were privy to multiple delays throughout the process.

A few questions.
Why were we not notified of the multiple delays at any point?

Why did WE hav have to contact you to learn of the multiple delays that your associates were privy to?

Had the delays been conveyed in a timely manner, we would have been able to source another option.

I understand businesses are experiencing disruptions and delays due to the current climate. However, due to the lack of communication from Structube, we've now been put into a position where sourcing a suitable replacement is an impossibility.

We no longer have the time or means to acquire this important piece of furniture.

In addition to all these inconveniences, she was told by one of your associates that in order to cancel the order and get her deposit back, she has to physically visit one of your locations. Something that can easily by done over the phone is now being made into yet another inconvenience.

She is now 8 ½ months pregnant. She has a hard time tying her own shoes, let alone having to travel to one of your physical locations. Again, this wouldn’t have been such a burden had we'd been notified earlier and been able to address this when your company became aware of the delays months ago.

In her words, "at this point, I’m tired, I’m frustrated, and I’m unsure of what to do next.

That's a really poor way to treat your customers. Do better

Unfortunately the service it was horrible. My partner bought a couch after several months starting to have problems No one was capable to help us. I just want say: design are nice but service and quality are horrible. I am very disappointed to say that, but I wish someone was helping us.

Good collection but poor inventory. Some items have 6-8 mnth waiting. Poorly managed supply chain impacting over all business of company. Staff was helpful.
Operational hours are too less 10am to 6pm.

It seems they don't want to do a profitable business.

Not specifically associated with this store, however I have had a the worst experiences with ordering products on Structube. They have a huge back order and all the information on their website and emails are inaccurate. I ordered furniture in early March and expected to receive them in April. I call customer service since according to their website and my confirmation email, I was expected to get the product by now.only to find out that the product is now arriving in June. I received no email, no notice about this. Meanwhile my credit card was charged the full amount.

Another issue with a different order. I ordered another set of products also in March, expecting to get them by now. Last week I received an email that my products are ready for delivery and call the store to schedule delivery. They told me that email was an error and the products won't come until May.

If you cannot meet the customers needs and know that your website is dealing with issues, then temporarily close the site rather than continuously letting people order, charging their cards and dealing with an irreversible amount of back orders. I cannot speak for others, but this has created an immense amount of stress, delay and logistic chaos.

We ordered a bedframe last year and ended up canceling the order and buying one from Ikea because the delivery to the warehouse was postponed so many times that we were waiting for over 6 months. When I called Structube for the third time the man I spoke to said he wasn't surprised? We recently decided to give them a try again and ordered an in stock item and it is now 4 days past when it should have been delivered to the store and no one has contacted us. Guess I'll be calling them again. Very frustrating and disappointing.

When I picked up the darius buffet (Feb 25), I noticed that the box was damaged, I've mentioned to Christine from Structube Mississauga at 5980 McLaughlin Rd Unit 6, Mississauga, ON L5R 3X9, she said that if there was any damage to the furniture to contact them. Upon Assembly I noticed that the part "L1" (left side door) is damaged and has to be replaced, also there are missing screws "E" for the drawer and a broken screw "D", I have spent hours putting it together and trying to contact them with no luck, and a few days after I still cannot use the furniture.

This review is not for the store, it is for the company. The store employees were fine. I ordered a couch. When I opened it, it was VERY musty. The hardware was rusted, so it obviously had been exposed to water. I wrote a review on the website and it was never published. Now I know why the reviews are so favourable for their items. It seems they only publish the positive reviews. I emailed the company and never heard back. I will never again buy from Structube nor can I recommend them.

I like this place. I ordered sofa and 2 chairs. This place is larger and sofas are more on display than other structube nearby. All the staff are designers and they help you with color combination. I chose styles and color for sofa and style for chair. And wonderful staff helped me to chose color for chair which will go with color of sofa. My living room is looking amazing. I also bought rugs and those are with less price but quality us good. Delivery was on time.
Only concern is while delivery of chairs i saw small cracks on 2 legs out of 3 chairs i ordered. I will be calling them to replace just legs.

This place feels very underrated. Can gain a lot of inspiration from this store, and the decorative items they sell, while not cheap, aren't too expensive. The quality of the furniture seemed pretty decent too, comparable to urban barn.

The customer services person Randi at the heartland branch was extremely rude. She was dismissive and aggressive even though we weren’t even speaking to her. She took out her frustration on us, because of her we decided not to purchase the furniture from structube. I am thoroughly disgusted by her attitude.

The store manager, John went above and beyond when I visited this location. He managed to rectify a lot of the issues I had as a result of purchasing an item through the online site and he did it in an incredibly professional and tactful way. Not once did he make me feel like I was an imposition. A professionally run location with pleasant and eager to help staff.

Haven't been to this store in years and I was pleasantly surprised. There are so many great quality furniture prices and at a great price. I will add this to my list of regular stores to visit for sure. Modern but also classic stuff

Great furniture pieces. The prices are mid-range. Staff is helpful and management was able to accommodate a warranty issue a month after the warranty period was over. Overall great experiences at this location.

Had a great experience here! Staff was friendly and helpful. Furniture is great and affordable, happy with all my purchases.

If there was less than 1 star, I would have rated it that way. We got a bedroom set for my daughter ordered it first week of June, they said 10 days for delivery, we asked for 29th of June delivery and they said OK, but by then the room wasn't even in Ontario not only not in the store storage, we called many times and visited the store complaining, finally we were given the option to receive the dresser and night stand and wait for the bed do we did. We received the dresser and nightstand in last week of August and then we contacted the store about the bed, we had to pay 105 cad again for the delivery of the bed although we paid 205 cad for the delivery of the whole room but that went to the dresser and night stand. They didn't even give us the courtesy of complimentary delivery for the bed which was late, they didn't give us exact date for bed delivery they said end of September. Finally we got the bed mid September. If my daughter didn't want this specific room I would have CANCELLED THE ORDER.

Went to the Kitchener location, after looking up on the website to see if a product (the Cove Chair) was on display to try before buying. Website said it was, so we went in. It was not, and the individuals working there let us know that sometimes the website can be wrong, and to call ahead so we don't have to make the effort, just in case. Fair enough.
Called ahead to the Heartland store in Mississauga, in which they told us (after checking) that it was on display there!
Drove an hour to find out it was not on display. The lack of care by customer service is astounding.

Poor customer service and operator -
Placed an order for a sofa and was assured by sales rep several times it would clear the entrance of our house. Upon receiving the sofa, we were advised by the deliverer that it would not clear the entrance so we decided not to take possession of the sofa. We were also guided to speak to the store manager for a full refund of the sofa and $90 delivery charge. Spoke to store manager (John) the next day who was disengaged and was quick to state that they would not assume any responsibilities as well as refund for the delivery charge. Overall, process was handled very poorly by John. Would not recommend.

We are very happy with the selection and pricing of the products we ordered from here.how ever beginning of May 2019 we bought a sectional couch and they told us to place to order by putting deposit to the store. So we did and asked when we can get it delivered by sales rep said we should have it delivered first week of June 2019
Beginning of June we get a phone call saying it’s delayed to mid June
Mid June we get a call it’s delayed to end of June
So I called the store and spoke this grumpy manager she was no help
I asked her to connect me with the area rep cause this is very inconvenient for me to go through this and I want to share my experience with the head office.boy did she refuse and said I cannot speak to anyone above her.she told me to email my complaint to heart land store ;) I’m like I am already speaking to you.

End of June came along they called again and said we should get it beginning of July give or take two weeks on top for delays.

We called yest and they told us mid July plus 2 weeks on top

We are lucky if we can get this item this year.maybe Christmas time.