Structube

Déception totale! Pratiques déloyales de la part du site.
Je suis profondément déçu par le site de cette compagnie, car il semble empêcher les clients de laisser des commentaires honnêtes sur leurs produits. Cela ne relève pas de la transparence ni de l'honnêteté. En tant que consommateur, j'estime qu'il est crucial de partager des expériences sincères pour informer les autres clients potentiels. Censurer les avis négatifs ne fait que ternir la réputation de l'entreprise et créer un environnement où la confiance est compromise. J'espère sincèrement que la politique d'évaluation des produits sera révisée pour permettre une discussion ouverte et honnête.

Luis from la ciudad de México sold me a Veronique sleeper, great guy, excelente service, it arrived at the date we wanted with no issues

Awesome quality furniture, easy setup, and staff was helpful when my partner left her phone behind by accident!

Ordered furniture instore from the College st location, & I have to say this has been the worst customer experiences ever!
My order has not been delivered as scheduled. I received a rude call from their transport team saying items are missing and neither can offer an explanation on what happened or when it will be resolved.
To top this, the instore reps kept promising to call back, but never did. Spent my day chasing store reps for an update. One of the worst customer experiences I've faced so far.

Great selection and accessible prices; its so nice to see a complete offering in the middle of the city.thanks

Terrible customer service. For any orders placed online past the operating time of their customer service phone line (5pm EST), there is completely no support in regards to modifying/cancelling your order. Their website does not allow you to modify/cancel your order as soon as it is placed.

When I tried calling customer service the next morning, they told me the order had already been processed and cannot be cancelled. I was told to wait for the order to arrive then submit a return request They told me that the shipping cost would not be reimbursed as the item would have been shipped by the time I submit a return request. I was completely speechless by how they handle return/cancel requests.

Feels like they are basically scamming customers as soon as your order is placed by not giving you the option to modify/cancel online. And when you call, they would tell you it's already been processed and you won't be able to return the item until after it arrives.

Very contemporary, well made and well priced furniture, perfect for a condo! Sales staff are very knowledgeable and very helpful (Thanks Naman!) My husband and I pretty much found everything we needed to furnish our downtown condo! I thought the store had a great location as well, being close to downtown and well stocked. If you are looking for some very unique furniture pieces and well thought out designs, I highly recommend this store on College Street.

Helpful staff and clear information about availability, expected shipment and delivery.

Timely delivery, when a product has a defect, replacement was sent promptly, no question asked.

Have ordered online and picked up twice from this location, and the staff is always super friendly and helpful. Pickup has been quick and seamless both times, and they were kind enough to let me unbox the last item I bought there as the box didn't fit in my car. Appreciate the great service!

Poor customer service. There is such a disconnect between structube and the delivery company they do business with and they're both terrible.
My first delivery had to be rescheduled because my phone was out of service and they couldn't care less to go to the receptionist or call the buzzer number included. I had to pay extra delivery fee for the rescheduling.
When I actually received my delivery, there was rust on the table legs I purchased so I called them immediately. The process to get a replacement took a week of emails and phone calls only to end up being told that the replacement legs are out of stock and I would have to wait 4 months to receive them.
I started a return process which took another few days and now the delivery truck who is meant to take my return is late by more than an hour. They called me once to tell me they'd be there in 15-30 min and I had to call them back an hour later to find out it's in another 15-30 minutes.
As you can see I'm still quite annoyed by this whole process and you can be certain I won't purchase anything from them again.

The quality of their product is really awful. I bought a sofa bed in Feb 2021 and after 1 year and half, the cushion started to become saggy and it is not functional anymore. When I called the costumer service to complain, they said the warranty was only for one year and they cannot do anything about. So, it means that you can only use it for one year and then it is garbage. If you want to waste your money, use this company.

I do not recommend Structube furniture! I bought a sofa and in a year and a half the springs started to get loose. And the store said they can't do anything.which means I'll have to spend on buying another sofa. Value your money!

Poor customer service. We received our table which was not correctly built (you can't assemble it with the feet). Nobody can pick it up for you so you need to find a solution by your own to go back to the store with the furniture. We will never go back again there! We bought almost everything and they treat you like you are nothing.

Followup - funny response on this rating, when you contact the service they advise you to contact, the customer service says you need to contact directly the store. Wow this goes into circle. Worst experience ever!

Incredibly helpful and knowledgeable team. Furniture meets my expectations for quality and exceeds them for looks based on price.

Good experiences for pickup, haven't used their delivery services yet.

Their furnitures in style is underwhelming.
We looked for bedrooms, living rooms, dining room and den room. Honestly nothing made me want to buy it.
Even the accessories are mediocre.
Not my style. I also wonder of it has quality.

The return process is made extremely difficult, and it feels like it’s on purpose. Customer service is very mediocre. I was asked to repackage a 60kg bed frame « using plastic wrap » by myself for them to come and pick it up. Oh and they will make you pay a $100 fee to make a return. First and last time ordering from Structube.

Amazing customer service. Bought a couch from here with a hefty discount and got delivered on time. They were highly accommodating for my needs.

We just visited there and saw that all the sales reps were just huddled at the checkout counter. We tried asking one rep about a couch he came over like he was doing us a favour. My husband asked the manager a question and not only did she not respond to us she just nodded her head in the direction of the other sales rep. And mind you she was just sitting (visibly doing nothing) on a chair.
We were finally helped once by a lady with glasses but by then we had had enough.
If you are going there looking for a product and hope you get some help look for another store

We’re not expecting to waited on like they’re our personal consultant but basic service is not too much to ask for

Honestly, I would give -5 stars if I had the option. Horrible customer service & customer appreciation. I ordered two items back in October 2021, which both arrived broken. You could actually tell that these were most likely returned by another customer, repackaged and shipped off to me as both items had really noticeable markings on them. Structube refused to pick up the damaged items until the new ones arrived, so I was left with two large boxes taking up a large amount of space. Finally, I received my new items yesterday. A 9 month process. Never ordering from them again.

Order placed in September 2021, Yet to be fulfilled. No correspondence from this company. Had to chase them multiple times asking for more than a copy paste response. Refuse to acknowledge their own error. Refuse to show any accountability. Kept providing estimated delivery out a week or two everytime I asked where my furniture was. How this company exists in this day and age is beyond me.

In my opinion living in Canada for over 30 years and moving to many different homes and furnishing so many times. I have started way back in the 90's with Leon's and the Brick, also lazy boy. Experienced Mobilia and Thomas ville. Started to do well and dealt with Ethan Ellen. My conclusion when I found structube. I don't want ugly furniture, I don't want expensive furniture that I am stuck with for life. Structube is very reasonably priced, quality is acceptable, style is SUPER elegant, colorful and happy. I don't want to stay stuck with expensive furniture forever, in 10 years, I am in a different mood, I want to upgrade, and luckily I didn't spend too much, so I can restyle my space. I don't care what anyone says about Structube, in my opinion, it's genius with style:)

Worst establishment you can find. Beyond well taken photos, don't expect to get anything for at least a year and most definitely get ready to get double and even triple charged to receive your original order. To think you run a scummy business like this and cant simply explain why additional orders and charges need to be placed first before I get my original order that was placed for a year ago makes no sense at all. Supplychain shortages are understandable but lack of communication and unnecessary charges in order to get your order out sooner make zero sense.

I was really frustrated by how brutal the instructions were for my item. Will think twice before shopping at Structube because the assembly was made so much more challenging because of the terrible instructions.

Do not purchase from Structube. They have pathetic delivery schedule ordered in October 2021 and every month since December I have been told next month since December 2021 and now latest is April 2022. Their stupid excuse since Oct is is that chairs are in ship. Avoid Structube as they don't honor their purchases!

Was told there's no way for me to get a replacement outside of a year old bench. My only option is to buy another bench and toss this current one out. Terrible

If I could give less than 1 star I would. This company is the absolute worst. I have never experienced this level of rudeness and complete lack of responsibility on the part of any company I have dealt with. Do not buy anything from Structube unless you want to sacrifice your sanity and throw money down the toilet.

The overall experience was awful. The customer service of this business needs major work. I’m unhappy with structube and will not be a returning customer. 1/5

Fantastic!
Love the store, love the service!
I am getting my beautiful chairs soon.

They have repeatedly lied about their product availability. They take people's money and then keep pushing back the delivery date. They are selling phantom products. DO NOT BUY.

DO NOT SHOP AT STRUCTUBE - WARNING

1. Customer service is the worst
2. Get billed for products that haven't been shipped
3. Receive 1/4 of your order and never see your order for a few MONTHS.not days, or weeks. MONTHs.
4. Good luck with getting a refund too, it'll be a series of emails and calls until they can actually agree to an EXCHANGE instead.

Advice:
If you are in this situation, post online somewhere on platform with visibility and show this to them for bad publicity and they'll help you out ASAP.

First and last time I order from Structube. Bought a tiny coffee table for more than a hundred dollars and when we opened the box, it was chipped everywhere (attached picture). Cheap quality fourniture that's not worth $125. In a near future, I'll buy from their competitors. Never again from Structube, that's certain.

Please be aware that this store is a scam. If you look them up on Facebook and on Reddit there are dozens of people who have been waiting 4 to 8 months to get orders that still haven’t shown up or whose delivery has been repeatedly rescheduled and who aren’t able to get refunds.

Their customer service takes forever to reply if they reply at all and they like to tell you to contact a different department, which will then tell you to contact the department you originally contacted.

They finally sent me an email telling me to contact them to set up delivery times after waiting for months. A few days after I emailed someone phoned me and was super rude and told me I had to pick a delivery day and time then and there. I tried my best to pick a day except I didn’t have my schedule in front of me and when I emailed them to ask to reschedule they told me, yet again, that I had to email a whole other department and also they were going to charge me a $70 reschedule fee because I missed a deadline no one told me about. They still haven’t replied to me and my sofa is supposed to show up tomorrow but I won’t be home and they haven’t answered the phone the three times I tried to call so who knows what’s going to happen. Hopefully I can actually get my couch before 2021 is over since apparently they don’t offer refunds either.

I don’t think it matters how good the couch is. I would literally have never gone with them all the way back in November if I knew what this would be like.

I am loyal costumer of structube and i got all of things from there. I went today in there. Some short woman staff in there was so impolite and rude and she was so aggressive and so bad behaviour against of costumer and so bad costumer service. I willnot go there again

Their return policy is a joke for unsuccessful delivery. I was at home and no one knocked at my door and rang the door bell. Then I called to cancel the order they want me to pay $70 for the cancellation fees or $70 for the redelivery. Either way I am screwed.

I waited for 4 months for the item to be restocked and then at the time of delivery, their driver made no attempt whatsoever to knock at my door and blatantly lied about knocking at my door.

Avoid Structube at all costs. Go to Wayfair or Amazon. Much better Customer Service than these guys.

Update:
Changing it to 2 stars they did make up for it, after so many calls and waiting. The product is good. The experience and wait is still not worth the effort.

Unfortunately I can’t give 0 stars.
The store has terrible costumer service. No one helped me and I had to go to IKEA to get what I needed. I’m never going back there.

*THIS IS A REVIEW FOR STRUCTUBE ONLINE*

DO NOT order online! In stock date for back ordered items keeps getting pushed back. I tried to call customer service and was on hold for an hour then hung up on. I tried to call this store and no one answered. I tried to use the online contact form and it doesn’t even work! I got the fastest reply by bad mouthing them on twitter.but even then I’m not hopeful (they copy and paste the same reply to every complaint). Now they emailed me saying they left me a voicemail when I have nothing.its like they deliberately make it l hard to contact them so they can keep your money.never ordering online again.not sure if I’ll ever receive the items I paid for either!

UPDATE:
I finally got in touch with the customer service line. I cancelled two of my items. I wanted to pick the third item up from the store instead which they said wasn’t possible.he also said that since I was cancelling two items I no longer qualify for free shipping.so I’d have to pay $67 PLUS TAX FOR SHIPPING ON ONE $100 CHAIR.that’s absolutely insane and unacceptable. I just went ahead and cancelled the order at that point because I no longer want to deal with them.now I’m waiting for a refund which I’m not sure will ever come

this has been the worst online shopping experience I’ve ever had. I will never shop in-store either.
I wish I had searched them on twitter before making the order to save myself from this ordeal.all you see is people with the same experiences as me.

CANADIANS STAY AWAY FROM STRUCTUBE!

Nothing against this store specifically, but online service is horrible. Defective products sent, and customer service is not willing to explain how to return this product.

Worst service ever, 30 mins in the phone and no one pick up. Wrote online, they don't have stock and allow people to pay so they have the money and there's no guarantee for the delivery date. Items are been postponed for 4 months and they dare to promote this items instead of leave them apart by the time they can restock! I want my refund!
Order 100889655

Placed an order aug 24, the furniture was supposed to be here sep 4th, they never called me saying was delayed i called back sep 13th and they told me that will be 2 more weeks! Horrible costumer service! Spoke to 2 different people in between that time and everyone gave me a different answer! Not Happy!

Fairly good store. Quite good prices and a better build quality than Ikea. This location is a nice one.

Takes forever to receive order. Also the system sucks, it won’t allow me to change pick up location, which is funny because the item has not shipped yet!

Small range on display, but all stock available to order from the store. Very helpful/not pushy sales people. Got everything we needed, lovely designs, well made for flat pack and great value. Perf!

We didn't spend much time in the store, just picking up the online order. So far the experience was positive.

This was a total disaster from the start. Bought 2 recliners, was told one price then when we went to order was told a different price because of color. We ordered them anyway.and they were marked when we got them home. When we returned them we said we would pay the $100.00 difference for the different color and then were told we do not get the %15 percent off as well from the store wide savings sign that indicated that when we originally bought them. Only certain items apply. Customer service is so important.did it for 30 years.you need people with customer service experience. Never doubt for any 1 customer you lose.they will tell there friends.and so on.and so on.

Haha I just fell off a chair at the Structube store on College because screws came out of one of its legs and the staff was like “ Yeah that’s weird”!

Lots to choose. Good quality and fair price. Floor items are in good shape and staff very friendly and helpful

I ordered furniture there, it took 10 days before it was ready for pickup which is a bit long, but the staff were very friendly and helpful. They also lended me a dolly for free so I could bring my furniture home.

Made an order for Pickup, a couple of days later got a rude email asking for more personal information, for "verification purposes", after replying several times to then get a crude email telling me that my order was cancelled. Just hope they don't intent on keeping my money.

Put in my order for a couch and waiting almost 2 months for it. I opted to pick it up in store, made 2 trips back and forth to fit everything, only to find that both boxes contained the same part of the couch (the leg rest), even though the sticker on them says 1/2 and 2/2. Will call tomorrow to see what can be done: (I suggest checking your boxes before leaving the store to make sure the contents are correct. I love their stuff but this is such an inconvenience.edited: The store corrected it and will be shipping the new one and picking up the incorrect one:)

I dislike buying things, but the customer service here made it painless, even when I had to return an item that didn't work out. Friendly, accommodating, a pleasure.

Nightmare! I wasted 2 months buying a couch and getting it delivered. Delivery was terrible, couch was ridiculously bad quality. Literally fell apart within first few weeks, they promised a complete refund per company policy after a lengthy process of negotiations which included video evidence and forms. After approving, and confirming they refused to refund? ! Charge me 3 times for Delivery ($300). Still did not deliver the other couch I agreed on purchasing. Almost everything is always out of stock and dates are just tentative, had to go to their store three times to figure this out. The employees there had no clue and referred me to the online department, which sent me back to the store. At the end they gave me $100 refund. I can’t believe this happened, I’ll take this matter to the better business bureau. Would not recommend them to anyone. This company has no ethics and they don’t care about their customers!

I bought a very poor quality chair, left a review on their website, which, of course was never published and that chair remains to have 4.9 star rating. This makes me think that all their reviews are very "real".

We had an excellent experience at this location, with very friendly and helpful staff compared to the other locations we visited in Toronto. Leigha was especially helpful and patient with us, helping us slowly pick out the right pieces for our home without ever being pushy. The delivery process was very smooth and all our furniture was simple to assemble. We had to return a media unit a few days past the 7-day window and they were very kind and happy to process the return (it was unopened).

Buyer Beware: I bought a few beautiful items at this College St store July 28. I decided to return one of the items (a realistic but fake houseplant plant) yesterday August 7 which was 10 days after purchase. Structure wouldn’t take it back or even give a store credit and told me about their 7 day no return policy. This policy is not on the front of the bill nor posted anywhere. Also, it is not verbally stated at the time of sale. It is in small print on the back of the bill. Most people would never notice it. I am really surprised by what appears to be a ‘sneeky’ policy and disappointed in Structube culture. I’ve bought many items at Structube before and felt good about shopping at a homegrown Canadian company. Sadly, they have lost my business.

After sale service is very bad. There delivery agents are not punctual they don't deliver on time.

After a rough delivery and less than satisfactory service from the service centre team, it was Tanya that really went above and beyond to help me. Not only was she friendly and professional but also worked efficiently to order my new table and have the damaged one returned easily. I would definitely return to this location as a result.

Ordered a sofa and when it arrived the manufacturing finish was wrong. It has to be sent back. Rather than rectifying the problem immediately on the phone, the company asks me to submit a complaint and they'll reply within two business days. Give me a break. After jumping through their hoops, I spent an hour on the phone arguing with the customer service when they tried to tell me that my warranty claim was denied. The product is still defective with the company offering no solution.

The best location ever. It is small but well organized and they have a decent amount on display. The staff are what make this location as good as it is. They are friendly and helpful. They give honest opinions and make suggestions that actually help you, they listen and are considerate of your budget. Will be coming back to this location to place orders.

I have ordered from structube two times now. The first time we ordered about 5 pieces for our home (bed frame, cabinet, dresser, and 2 side tables). When the furniture finally arrived each piece came with multiple boxes in order to put together the final product.lets say we have 10 boxes total, about 8 of them were damaged. By the time the company picked up the broken products, certain items were no longer in stock.we then had to wait an additional amount of time for the products to be delivered.months have gone by and we ordered two more pieces.first off it said that it would be delivered a few months later because it wasnt in stock.that wasn't an issue for us.once it was in stock we requested an AM delivery. The company called us the day before the scheduled drop off and said they were coming in the PM.luckily enough we were home and we were able to retrieve it.the men who dropped off our packages walked through our house with dirty boots, and dirtied all of our floors.and to much of our surprise one of the packages are damaged AGAIN.so now we have to wait for a delivery person to come pick up them up and wait for another delivery person to drop off the new products. This company is continuing to disappoint which is a shame as the products are nice and solid. After this distastes for the second time, i will not be ordering from this site again.

This review is only in regards to online orders.

I placed an order on Nov-13 to be picked up in-store on Dec-12. After a month had passed with no updates, I called and I was told that the in-stock date for my item was pushed back another month, until Feb-3. Today, Feb-4, I called and I was told that my item was pushed back again until Apr-26.

Understandably frustrated, I asked the customer support agent if I, the customer, was expected to purchase something in November and wait 2 to 6 months for my product to arrive.

He told me that he could not offer me and support other than, "You can either cancel your order, or wait and hope that it comes soon, as back-in-stock dates are only an estimate. "

Overall, after waiting almost 3 months for my product, and being offered no support or updates I have cancelled my order.

I do not recommend purchasing anything from this store online, you should only purchase in store.

Great store with lots of options but I wish the stuff online was similar in person (color, texture etc).

Generally ok, but parking is a potential problem for a furniture store, especially if you buy some heavy furniture and the only parking here is a regular street parking

Absolutely the worst customer service when you want to return something. Still sealed unopened in the box, Lucas bench. After getting delivery, I called, I emailed and no one responded. 7 day return policy? Yes only 7 days so of course they never replied in time. It’s been since Dec 6 and no one has ever responded except one tweet to DM them after I went public. I did DM them and guess what. NO response. Will never buy from them again and will tell everyone- beware! Btw anyone looking to buy a Lucas bench still sealed in box?

Purchased Houston and Tarja chairs, they look great but the assembly instructions are just a nightmare especially on Tarja. My husband who is actually pretty handy had a very hard time putting it together. They should hire IKEA consultants to draw their instructions. Houston seat cushions are of poor quality, but I guess it reflects the price. Won't purchase furniture at Structube again.

****PLEASE DO NOT DO BUSINESS WITH THIS COMPANY****

This has been one of the most frustrating experiences ordering a bed frame with structube. I have ordered my bed frame on November 26th 2018 and at the time the bed frame's estimated delivery was December 6th.

I understand that delays do happen which is very understandable if it was a week/two. However we are now sitting at the end of December 30th (OVER A MONTH) and I have called the warehouse various times AND the online number just earlier to be told that this is yet AGAIN delayed "to arrive on Jan 7th".

The estimated dates that you provide your customers help determine how we plan on our end based on this. I had moved places and based on the delivery times you had provided I had not moved my old bed frame to my new place because at the most, even with delays I would be without a bed frame for a week-2 weeks tops.

However this product Versailles have been delayed not just once, not just twice but now three times. I have called and no one is able to provide me with any sort of compensation or even a effort to make this situation better other than "you have to wait" "there's nothing we can do" "the date on the delivery is just an estimation"

All points are valid however at this rate, knowing that it's FAR from the estimated date, the company should be making an effort to rectify this situation whether it's providing some sort of money back or a free delivery or something to make up for this massive delay.

This is my first experience with structube and it has clearly been severely tainted. I will think twice if i were to EVER order from you guys EVER again. I will also be advising my friends/family to do the same.

It is an unacceptable way to operate business despite the fact that you have "reasonable prices" and decent styles. In hindsight I would have rather paid a bit more at another competitive store to save on all of this hassle/disappointment/frustration. To have better customer service and to actually receive the product that I paid for at a reasonable time.

Please DO NOT order online OR preferably not AT ALL from this company in general (locations do not matter).