Structube

I recently purchased a sofa. Emily was skilled and professional and with superior Customer service made me feel comfortable during transaction
I will be returning to that location because of her
Thanks, Emily

We had a very disappointing experience with this shop, they have a weird policy but more importantly they don't have a good customer service and they treat you bluntly and simplely say it's your problem.
Here is our story:
Me and my wife went there to buy a coffee table, we purchased it, they said that they offered free delivery and the person at the cashier asked for our preferred day of delivery, and then he said you will get a phone call 1 day prior to the delivery to fix the delivery window. I was waiting for the phone call and I didn't get any. The next thing that I know is that someone calls me and says I am the driver, and I will be at your condo in 5 minutes! " I am flexible at work and I can come home but I need 25 mins to get to north york from downtown, so I tell him that I will come there as fast as I can, but he saiys he can only wait for 10 minutes, I say ok just deliver it to the concierge but he says it is against our policy and you need to sign, I tell him ok I have a car I can meet you anywhere you prefer, and he says we cannot deliver to you anywhere else, because that's against our policy! I tell him ok take it to your warehouse, and I will come and pick it up from there, and guess what? "" He says that's against our policy, and you have to reschedule the delivery. A few minutes later a lady called from the delivery company and said the sane things. So I call the shop and explain the situation, and they said with a sarcastic tone "oh did you miss your delivery time? " I said no, I didn't miss it. You were supposed to call me but you didn't, he connects me to his manager she says "if you have missed your delivery you need to pay $60 for reschedule" I explain that I didn't get a call, she says it is an automated call and you probably have missed it, and I say that I have checked with my service provider and there has not been such a call, but she says anyway it's your fault that you were not home. It was at this moment that I got angry and decided to return the table and told her that, guss what, she says for return you need to pay $70. We even went to shop and complain in person, with the same result, and finally we decided to return the table although we liked it.
She also told me that we have 100 deliveries per day and we only get a handful of complaints like you, which made me think this accumulates to more than $12000 per month, to me it's seems like stealing from customers.

5 star experience dealing with Emily and her team. Accommodating, knowledgeable, and made our shopping experience very enjoyable. Will be back and telling everyone!

The manager there is horrible. Everyone working at this location is friendly except him. First time I went there he was rude, I didn't leave a bad review at first since I thought he might've had a very bad day. Today I went and spent a few hundred dollars on my condo furniture, he gave us the same attitude, didn't even say hi or acknowledge our presence. When I asked him questions he answered in a rude and ridiculous manner as if he was mocking me. Luckily another employee was patient and friendly enough to us. As a manager, your job is to keep a happy smiling face to your customers, not to give them a horrible attitude! I believe his name was Kevin. If the top management is reading this comment, please, do not ever give such people management positions.

* Kevin is an amazing human! I didn't even know he was the store manager.
He was so kind & patient; showed me around the store and took the time to look-up inventory for me. I was on a tight budget & he provided the best options.

* Kevin is also clearly invested in his employees, because he always provides a lending hand when an employee has a question or is being yelled at by customers in the store.

I have witnessed customers yelling over issues that were beyond the control of staff. That was very disheartening because I have had very positive experiences with every single person working at the Structube @Shops at Don Mills.

Thank you Kevin & your staff for the very caring & honest customer service

Structube is a great furniture store that offers modern options at reasonable prices. They have a wide selection of furniture pieces, from couches and chairs to beds and tables, that come in a variety of styles and colors. Their products are designed to fit any budget, making it easy to find something that fits your needs and tastes.

Structube stands out from other furniture stores with its innovative approach to design. They use the latest materials and technologies to create pieces that are both stylish and functional. They also offer custom options, allowing customers to create their own unique pieces. This makes it easy to create a space that reflects your personal style.

Overall, Structube is a great choice for anyone looking for modern furniture at a reasonable price. Their innovative designs and custom options make it easy to find something that fits your needs and tastes. With their wide selection and great prices, it's no wonder Structube is becoming one of the most popular furniture stores around.

Purchased a Victor sectional! First of all, when I went to the store, nobody came up to me to assist me and second of all when delivery was done the two huge couch boxes, which obviously are bigger than the couch are left with the consumer. I find very rude as a lot of people live in condos and where do they expect us to take it. They did not offer any support and taking it out of the box and just left! Why wouldn’t the company when someone spends $3100 on a couch even offer that?

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!

Absolutely disgusting company. Bought a new bed frame and within two weeks started experience bed bug bites. Called an inspector and they only found bed bugs inside back of head board. I then called the company to complain and was told that they’ve had others complain regarding the same issue but it can not be proven that it was them. Disgusting dirty company. Do not buy or you might end up in same situation as myself.

Love this location and love structube in general! We had an extraordinarily great experience today - Kevin was very friendly and patient, and helped us pick out the best couch for our family. We’ve shopped at structube before and love all of the furniture we’ve purchased.

The staff at this location are WONDERFUL. They're the most friendly and helpful. I've been to many Structube locations in the city and the service at them all was not good. They would take no accountability or just simply be rude. At the Don Mills location, everyone is kind, helpful, friendly, and goes out of their way to help. Best store and staff in GTA!

The store is not huge like other big furniture stores but yet carry modern, simple, sleek and elegant designs which cater to young and old alike. Store has some nice modern looking designs for Beds, Coffee tables, Sofas and Dining tables. All are priced reasonably and won’t cut deep into your pockets. If you’re in the market to add a beautiful piece of furniture to your home, be sure to come here and checkout. Staff also seemed friendlier and ready to answer any questions. They offer free delivery over $299 to much of GTA. Moreover the store is surrounded by nice restaurants so one can come to eat and as well pay a visit to Structube.

This review is very overdue. This is the best Structure location and Emily is absolutely an incredible salesperson. She not only knows her product, but she understood my particular needs. My family had to move my 93 year old mother to an Alzheimers retirement home, something that we struggled with. Emily worked with me on my many visits, and we found the perfect pieces at the right budget. Now Mom has the best looking and safe room in the Residence. Emily made it easy and I cannot thank her enough. I hope Structube values her as the tremendous employee/person that she is. Thank you Emily, you are the best!

Love this location and all credit goes to Austin! Wonderful sales associate who went above and beyond to help me and my friend find what we were looking for. I was able to order my dream rug thanks to his help. He was very welcoming and did his best to make sure we left with what we were looking for. Thanks Austin!

Edit after the reply: Your first job is deliver a good product. Your product suck. The item came dirty, legs are terrible. Maybe you should prioritize delivering a good product first. I really didn't expect this reply. How can you be this cool about a faulty product? I will never go in any of your stores again.

Exepcional in store and delivery services. Employees were very helpful and extremely friendly. They shared every detail about my delivery in every step and the Fany sofa I ordered came in just in time.

However, every single star I gave is for the professional and friendly employees and service. The product has really been a disappointment. Yes, the price is good but especially legs are below average. Have some dirts on the seating.

I have other Structube items which are very good. Especially my chairs. However, I do not recommend buying a sofa from there. At least The Fany one.

My husband and I purchased a dining table and couch from this Structube location. Rob was very friendly, knowledgeable and honest about their products. Although we did decide to cancel the order of the couch as the size wouldn’t have worked out, Rob ensured that the process was very simple and straightforward. I would highly recommend this location and Rob.

I've bought a sofa, an ottoman and a TV stand there. I got a sales offer on the sofa, so I decided to buy the other stuff as well so I wouldn't bother with 2 or 3 different furniture delivers at home. The furniture are cheap, a little in the price, but most in the quality. Some sofa screws came defective so I had to go back to the store to exchange then, since they told me it would take several days to get it delivered to me (this really annoyed me). Furthermore, the sofa is a little wobble. The ottoman is definitively not worth the price; it has nothing wrong with it, but I think the quality does not match its price. But the worst is the TV stand. It is not very firm, and it is almost impossible to get the doors right. Maybe the most expensive products have a way better quality.

I just decided to edit to minimum stars because we had an issue with the salesman: A while after our purchase, this guy gets our info in system and starts calling my wife to hit on her. He called a couple of times and then she blocked his number; later he gets a new number and calls in again saying: "Do you still live in XXXX address? "
She got scared, and we should have called the police on him.

After shopping for a few months for a sectional couch, we went in store to try out the Weston sofa. We have limited space in our condo and the storage functionality of the couch is a huge plus. So far the ordering process has been smooth. Kevin from the Shops at Don Mills store provided amazing customer service. He was honest and reassured us about the entire process. Having observed the market for couches over a couple of months, we knew we needed to buy soon before prices go up even more. Since our couch is in stock in the Montreal warehouse, we feel confident that we wont have an issue with the delivery time. We are expecting the delivery next week and I will update my review as I go.

I called in today to change the delivery date and Rob was extremely helpful and pleasant to chat with. Overall this store location has been nothing but amazing to us. I know many Structube reviews are complaining about delivery times and customer service, but my advice to you is to 1) ensure your item is in stock in the Montreal warehouse by calling a STORE location, and 2) ordering with the Don Mills store, as they have been really great to work with. 3) Don't buy when the item is out of stock. If you read up on importation issues happening at ports you'll understand why the advertised re-stock date on the website is constantly being pushed back. While I do agree that Structube should take down any purchase options on items that are way too back ordered it's ultimately your choice to pay now and receive an item sometime in the future. Out of stock situations are simply out of the retail workers' control. Its a shame that most of the bad reviews here are due to online purchases.

The online purchasing experience is a completely different experience from in store. In fact, if you purchase in store, the store can help you with your order/delivery modifications. Whereas if you order through the online website, that's where you'll have trouble contacting the customer service line and getting great service. Having worked in retail and corporate office retail, Online vs brick and mortar order processing is often different. So it makes sense that so many people who bought out of stock items online are having issues.

Highly recommend the Shops at Don Mills Structube team!

One of the few furniture stores where you will simply get ignored. You can roam around look sit try move things around no one will come to you and ask if you need any help or if you're looking for anything specific. Makes the experience a little off.

Wow.one of the best structubes I've been to. Great displays and set ups in store amazing selection of pieces available. Wanted to buy everything lol will be back!

I went buying some shelves display units, lounge chairs, a desk, and few more things for my condo unit. The store team was outstanding! Very patient, supportive, knowledgeable, and helpful in finding the right pieces for me, sharing the info of inventory in other store locations, and providing lead-time of supply from the warehouse. Kevin, Marcy, and Matt were awesome! I paid a couple of visits to this store and I enjoyed the purchasing experience! The delivery team also excellent and punctual. Calling with a reminder the day prior delivery (automated), and driver calling close to arrival. I highly recommend!

Absolutely don't place order from structube they always bring broken stuff, customers service zero, they never answers
THEY ARE UNPROFESSIONAL!

I am normally very pleased with Structube but I had some issues with this location in particular. We had to wait in line for over 20 minutes because there was NO staff at the front counter. The line got increasingly long and staff were simply nowhere to be found. In addition, the store limit is a maximum of 15 people, which is even stated on the front door! However, I was able to count just over 30. The person monitoring the front door kept letting people in even though the store was getting extremely pact. It became increasingly difficult to maintain the 2 meters distance! A staff member named Rob was the only person who came out and helped us. He was very friendly and if it were not for him, I would be giving this experience a 1 star.

I had the pleasure to deal with Rob Sinclair. Rob was really helpful and accommodating with our request. Definitely will purchase again at this location thanks to this interaction. Keep up the good work guys!

Tried to place an order online. They don't offer home delivery in Toronto zipcodes apparently. What sort of stupidity is that expecting customers to pick up a 55 kg box from a store!

Staff was friendly and helpful. Lots of furniture and decor to see. Great space. Lots of parking.

Furniture Shopping during a pandemic is something I wouldn’t wish on my worst neighbour. But Kevin and Rob made it such a pleasant experience. From checking inventory, to arranging delivery and ensuring I ordered the sectional on the correct side, they provided me with exceptional service.

I just had my Tish sideboard delivered on Friday. To my surprise it came in 3 boxes. When I purchased in store last week, I specifically asked the sales representative if the furniture came assembled. He specifically said it came assembled and I just need to add the handles on.
I thought, easy enough, I can do that.

Now I have 3 impossible to move boxes in the entrance of my house.

This is not acceptable.

I was looking to purchase an office chair and decided to visit the Don Mills location to see what they had to offer. Maybe it's just me but I felt as though no one wanted to help me nor was I even greeted upon entering the store. Might I add that the store wasn't even that busy. From my observation, there was at least 3-4 employees working. Of course the chair I wanted was out of stock (which is to be expected in light of the current circumstances and everyone WFH).

I ended up ordering the chair online, not expecting it until mid October as that was stated on the website. To my surprise I received a notification that the chair was ready for pickup at the Lawrence Allen Centre location. As noted in the email I received, they advised to call to book a pickup time. I called and once again the customer service was quite poor as the employee rushed me off the phone. I finally go to pick up my chair and same issue, poor customer service. The employee acted as though he did not want to be there and to makes matters worse they offer no type of help or assistance to help you load the item to your car. I was able to manage the box on my own but thought if I had ordered something larger it would be an issue. IMO this process could be better and I understand with the current pandemic but I've ordered furniture from other retailers who offer curbside pickup and actually help you, while taking the necessary precautions.
Overall I'm happy with my purchase as the chair was easy to assemble and the fact that it came earlier then expected, but don't plan on purchasing in the future due to the lack of customer service. Not worth the headache.

Came here to check out a couple of online items we saw that we were planning to pick up. The staff were not very helpful and the items were also out of stock for the next 1-2 months, despite them being new items.

We love this furniture shop. Modern furniture, nordic looking at very competitive prices, good quality finishes.

They have modern pieces at reasonable prices however the only downside is that items are usually on a backorder for 3-4 months at a time.

My spouse and I bought a table at the Don Mills location and when arrived at home the bag with screws had a hole in it and missing 3/4 of the screws needed. Upon calling the manager, he told us we would have to email to order new screws. Or get a refund. They had 7 tables in stock but wouldn’t do an exchange. How can you not refund and sell a new table? We had to go to a closer location to refund the table get looked at funny like we were some type of weirdos. All that because we needed a working table this week. I will not be returning to Structube at any location and am very sad about this horrible customer service.

No warehouse items for pick up/none in stock. Must order in advance and wait for the delivery of the items as all pieces of furniture ship from Montreal.

I bought a coffee table from them, and asked if it can be shipped to store to save on the delivery fee. It was 6 lbs over the pick up limit, but staff was kind to give an exception.

Low quality products sold at overinflated prices. They have a 7-day return policy because that's how long their products last. They sold us a floor lamp that blew our fuse (never in my life have I had such an issue). They even recommended their own light bulbs to us that broke while we were screwing them on the lamp. We were able to return the lamp but the bulbs are "consumable" so can't be returned (even though every other store takes them back.and they recommend it to us for their product.which was flawed)

The only thing I can say is that the personnel are helpful and respectful to the extent that they can be. But the company's business model is clearly to scam customers and try to catch them off with a 7-day return policy.

Beautiful furniture but low quality and terrible after sales support. Got a defective product? They'll replace it but be prepared to pay as much to carry it back! No issue with the staff at this location but the company return/exchange policy is terrible.

Bad experience with their delivery service. The store staffs were being nice and told us to check all stuff to make sure everything is ok before signing at delivery. But when 2 delivery guys got here they just throw all 6 boxes on my floor and pushed me to sign. I told them I have the right to check all stuff are not been scratched or damaged. They still pushing me to sign. I asked them what am I signing for, they said you are signing for 6 boxes. It totally doesn’t make sense to me. They were extremely rude to customers. I highly recommend just pick up all the stuff you are buying if you can. It doesn’t worth the money you paid for delivery.

I ordered the VERIA set of 2 nesting tables online to be shipped to this store for pickup. It arrived in a timely manner and I was able to pick up from this location. Unfortunately, when I open the item at home it was poorly packaged which resulted in the product being damaged. The bigger nesting table was not wrapped at all, and the smaller one was placed in the bigger table and slightly bubble wrapped, but not enough because the wiring broke through and damaged the larger table and removed paint from the wiring of the smaller table. I reached out to the Structube customer service online since it was an online order and they told me I had to reach out to the store since it was a pick up order. I reached out to the store several times and left messages with no response or follow up. I proceeded to write a review on the Structube website, which when I was finished said "it would be reviewed", and conveniently was not posted to the website (this was about two weeks ago). I'm 9 months pregnant and didn't have the time to run back and forth from the store again since I don't live in that area to take the tables back, and online customer service said they can't do anything for me. I usually like Structube's products, however this time, the quality and the shipment was very careless. Extremely disappointed and would not recommend this product or ordering online if this is the level customer service that's given.

I've purchased alot of furniture and some accessories from this particular store. I can't say enough how great the customer service is and the quality of the furniture. The reason l didn't give it 5 stars is because if you are purchasing furniture they don't hold it in the store, it has to be delivered. I will recommend if you go to this location ask for Matt he is a great guy and very helpful!

I've bought a sofa, an ottoman and a TV stand there. I got a sales offer on the sofa, so I decided to buy the other stuff as well so I wouldn't bother with 2 or 3 different furniture delivers at home. The furniture are cheap, a little in the price, but most in the quality. Some sofa screws came defective so I had to go back to the store to exchange then, since they told me it would take several days to get it delivered to me (this really annoyed me). Furthermore, the sofa is a little wobble. The ottoman is definitively not worth the price; it has nothing wrong with it, but I think the quality does not match its price. But the worst is the TV stand. It is not very firm, and it is almost impossible to get the doors right. Maybe the most expensive products have a way better quality.

I am veryyyyyyy disappointed with their customer service. I have order 2 items one of them was defected. Bad scheduling for pick up and now they want me to pay $100 for them to come and take.

I have a very bad experience with them. To a point i won't recommend them to anybody.

The service is department is dependent on the location but at this location they are very attentive and willingly to help. They are really good at explaining product sizes and will show you how it is packaged, shipping times are on point and they have a large display room. Better quality than IKEA, fairly priced and great selection.

My experience I had today at your Shops at Don Mills location was horrible. I toured your store for 20-30 mins looking for furniture to purchase in the near future. A gentlemen started to cash me out, I handed him the teapot and he was ringing it through. This is when he looked up at me and we made eye contact for about 5 seconds, his words to me "You're staring at be bro! Is there a problem? ", with such attitude! I said "No, no problem", he then said "Good" or "ok", and put his head back down to finish the transaction. Kinda felt threatened. I looked back at my friend with a confused look. I was so embarrassed. This was in front of two other cashiers and there were other customers in line. I had no idea what that guys problem was. He was so rude! Probably having a bad day, but no reason to treat a customer like that. I didn't ask why he was staring at me (which would be the only way he could think I was staring at him!). I told him that I was leaving at wouldn't be making the purchase, he said "OK, next". Sept. 29 420pm This guy is bad for your brand!

I like Structubes products a lot. My fiance and I have been shopping around for furniture for a while and after 2 orders put through at this location, I would have to say the service is not that great at this store. They never call when they say they will. As like other reviews I read, the sales associates here really do not acknowledge your presence in the store. Which sometimes I appreciate the space to browse without hawk eyes and questions but at this location, they really just pretend like you dont exist at all.

For our first order, we ordered a bar table and chairs. The items were out of stock and so we were provided with a date that the items would be available and that someone would contact us to schedule a delivery date then. We were not in a rush for the items since we were buying it for a condo we did not live in yet, but the date passed and no one called. I gave it time.probably almost 2 months and no one called. So we went in and decided to cancel the order and get our deposit back. By then we had no idea what was happening and found a better option elsewhere.

When we went into the store to get a refund, we told the sales associate our experience and asked why no one ever called. He was just like oh.i dont now what happened. Here's your refund.as if that's normal to hear and its just whatever to them.

Our second order, we ordered a sofa, bed and mirror. Got the call on time when the items were ready this time. We went in right away and made our payment and set the delivery date. Then was told that someone would call us the day before delivery to let us know the timeframe to expect the delivery. No one called. Had to call the store to find out. Cant just wait all day.

Would be nice if someone was on top of it all and just call when they said they would.

It’s an impressive shop. Furniture looks very good quality. I loved the collection of dining tables and sofa. Also the deals were very good on dining tables. Plus, there were small decorative items that were very pretty and reasonably priced.

Great!
I bought a Rowan sofa in copper leather and some other stuff for my apartment. Good service and looks like nice product.
Get a fabric sample and see it in natural light, as their store lighting has bad CRI and colours look muted.
Also, not all stores accept large furniture pickups - check your order if you need a "superstore". I did.

I was in a few days ago browsing for my new space because I was in the area. I was greeted when I came in and the guys helping me were great. Although I'm rating this a 4 because I was off put by the way the female employee was acting. She was not greeting customers or making sure the floor was being taken care of like the Guys, she seemed to be more interested in using her phone and playing with her bracelets. I'm not sure what the rules are but I know I should not see an employee standing around playing on her phone while others work hard. All in all the visit was great and I found what I needed thanks to the guys there.

Did all my furniture shopping here. The staff is really helpful and did me a favor with putting the table into my car. Had an quick experience with exchanging the product. It is extreme busy on weekends. Most of the product need to be shipped to the store and then to be picked up.

After all these years of furniture shopping I believe Structure has some of the most unique cool looking furniture for a great price vs any competitor. If you are young or like modern unique furniture at a good price this is the place to go. Also if you live in a condo this has a lot of items that can fit perfectly in smaller spaces. Hit up any structure store and you will have a good time.

This review is for this location ONLY. I wish I could get them zero stars -worst customer service experienced. When we walked in, there was no one in the store except 4 employees all standing at the cash desk. No one greeted us. No one came up to ask us if we needed anything. No one even acknowledged our presence even though we made eye contact several times. My husband and I were clearly looking at sofas. I still like their products but will never come back to this location again.

Really nice destination for modern and stylish furniture. They didn't have a store where we live, so an outing was required to see the selection of their furniture. So glad we drove down, because the pictures on the web were good but did not do it justice. We will definitely be buying some pieces at this store

Great design and wide variety of items. Prices higher than normal but worth it for how modern and pretty everything looks. Most items aren't kept in the store and have to be ordered and delivered at a cost to the customer as there is no free shipping. No construction service either so you have to build everything yourself.

The furniture is a decent alternative to Ikea. However, the shopping experience is poor. I went to buy a sofa bed that costs $399. They wanted to charge $90 for shipping. I asked to pickup instead, but was told the option to pickup is not possible, as the item is too large for them to keep at the store. They were unwilling to budge on price of the item and/or shipping. Absolutely brutal to be forced to pay shipping that is 20% of cost of the item.