Structube

Customer service reps are TERRIBLE. I was just told that I should have called them to double check that a refund that I had requested weeks ago had gone through. So I was supposed to call them to make sure they were doing their job??? And talk to two different reps and I get COMPLETELY different answers about what's happening with my order. SO FRUSTRATING. The one item I did finally receive from them was delivered with damage. I definitely won't be purchasing anything from Structube ever again

I purchased a TV stand online from Structube to be shipped in 6-8 weeks. After over 8 weeks I got 2 out the 3 boxes required to assemble the unit. After a month of follow up and not getting anywhere I decided to cancel the order and get my money back. They agreed to have the delivery company come take the boxes and refund me. It's been 20 days since then, I still have not received a call from the delivery company, and Structure's incredibly rude and disrespectful customer service reps tell me that they cannot give me a date for pick up and will not refund my money until they get their part back.
This is the most outrageous thing I have ever heard! They put me through hell, my TV has been sitting on the floor for 3 months, and because they cannot get their delivery company to call and schedule a pick up with me after 1.5 month, they won't give me my money back!
Is this even legal? Can a store just take your money, not deliver the product and refuse to refund? I cannot believe this is happening!

Purchased items and only discovered two weeks later that one was damaged. Damage was not a result of use, and was not easily evident. Contacted the store, who refused to take any responsibility. Escalated to head office with pictures provided, but there has been no response in over two weeks. Terrible customer experience. Not a way to conduct business. Would never purchase anything from them again.

I am writing this because I would like to share an experience that you should know.

A few month back, my wife and I decided to upgrade our sofa with a new look and model. We shooped around to other furniture stores and finally came to conclusion to purchase a sofa from a Structube stored located at Pointe Claire in Mega Centre des Sources, the model we fell in love with was the GRAMERCY 3-seater sofa. The sales person greeted us and helped us to order the Sofa since it was not in stock. Content with the purchase and the order, she told us that it would take a few months before it arrives in store. We then patiently waited and agreed to give up our previous sofa to a friend in need. We both agreed and this seemed like a win-win situation since we got a new sofa and my best friend would get a free sofa. We only needed to wait for the arrival of the stock and everyone would be happy. Then, came the day, September 26th, my wife got a call that the sofa has arrived. We asked if we could pick it up and was told that the warehouse was only open during weekdays. The salesperson then offered us to bring the sofa in store and we could pick it up on Saturday since I work 2 full time jobs and my only days off are saturday and sunday. And my friend is working night shift so we agreed to pick it up on Saturday October 1st. We rented a van at a cost of 70$ for the day, we made arrangements to go to the store in question on the day of October 1st and got there to only be told that the Sofa we’ve been patiently waiting and put a deposit on was not available and that was never ordered by the sales person. In fact, she was not even in the store that day. I then stated that this was a mistake from Structube but the store manager stated that it was a mistake from the clerk. I then replied yes, which she represents Structube. So, I then requested for a solution to this situation since not only we’ve wasted our time and money on a rental but, there was no moving that was not going to obviously happen. I had an event planned to be hosted at my home on thursday October 6th needed a couch desperately. They offered me a free delivery but it would only take place on October 3rd. That was not good enough because that would mean that I cannot pick up my sofa myself, give my old one to my friend and instead I would have to reserve a day from the condo administration and it would need a notice of 7 days ahead (not guaranteeing that I would have the day in question), an additional cost of 70$ non refundable for the administration to monitor the delivery. The rental of the van at another cost of 70$ again + gas and another day off taken up by a moving of a sofa.

So in total we are talking 70$ for a Van rental x2 + 10$ for for gas for (Van) Sofa moving x2 + 70$ for a delivery surveillance by the condo administration, that is a total of 230$ that are coming out of my pocket, hard earned money. And all that I was offered by the ‘supposedly called” store manager was a free delivery (70$), that it was all he can do in his power. And that head office would only refer to the store manager again, that he has the final word. The store manager did say that the clerk would have to answer to him, but that still leaves me without a sofa. That still leaves me with a negative of 160$ that I would never see back? SoI decided to cancel that sofa that was 599$ plus tax and 2 pillows 30$ plus tax each and on top of that I will never see that time that I’ve wasted on that day.

So I ask simply to answer me this question, what is Structube going to do about this situation?

I usually never rant about my bad experiences, but this involved too many people for me to go quiet. So, I’ll post this on social media as well.

We received media table only after 6 weeks, with no updates or additional delivery information, even after calling many times to both Structube and North America Logistics. Also was trying to change the delivery address but no luck with that either although was promised and assured that it will be done. Eventually when delivery people called me to confirm the timing they still had the old address… and I had to wait for another day in order for them confirm the “new address”. After the items been delivered once we unpacked we saw that media table came damaged. Two pieces were totally broken in the box. After I called to customer service again and provided the photos to ask for full refund and somebody to collect the boxes with broken media unit, I been told it will take up to a week to investigate! So for another week I suppose to live with all these boxes and broken pieces in my living room. Very disappointed with the service and how everything been handled. If you don’t want to waste your time and energy I would definitely recommend choosing somebody else.

Bought 8 chairs from this store, not realizing my table only supports 6. Two days later, without even opening the last box of chairs because we knew that they were not going to fix, we went to get money back from the chairs. The person at the counter said it was a final sale (everything apparently is final sale at this store, because everything is "apparently" on sale.. so thats how they get you). They wouldn't give us store credit and we had to put two chairs on kijiji.. Terrible place, wouldn't shop here again.

I bought two Mariner bedside tables here. One was delivered scratched and defective. I sent two emails to the store with no response. I went in to complain, and then they told me they would pick it up and give me a new one. Still waiting. Terrible service, terrible product. I am from Montreal where this store is from, and will never shop here again!

Visited Structure in Gastown Vancouver and fell in love with the product. Decided to order online as I was waiting to move into my new place and had 5 weeks until I required the furniture.
5 weeks and no furniture, I'm told they have the large items but won't ship until they have all items in another 5 weeks. Instructed them to just ship the furniture asI can wait for a picture and bar stools, but no reply via email or phone. I've phoned 4 times and no one ever picks up. up to 5 days to respond via email. No furniture is worth this kind of extremely unacceptable customer service. I am going to cancel my order and look elsewhere. This company will last 2 minutes in BC!
Beware, shop anywhere else as no other furniture store can be as bad as bad as Structure.

I have purchased from the online store worth $3k for my family room furniture. Waiting since past two months for the items to receive and no correspondence from the store about the delay.
Had called up twice and the cold attitude there customer rep's have as if they dont care for your business. THEY TREAT YOU AS IF THEY ARE DOING A FAVOUR TO YOU BY SELLING THERE FURNITURE "Take it or leave it". I mean really?...how can they have such attitude..asked them to connect me to there manager but no one responsible available. Most horrible customer service every came across ever. DONT BUY FROM THIS STRORE SAVE YOUR SELF FROM A BIG HEADACH

Wow. I actually did not end up buying the two office chairs we interested in. First, called the Merivale store in Nepean...no answer, just rings then goes to fax tone. How terribly unprofessional!! No automated voice or answering machine to indicate the store is open, store hours, or even that staff is busy and to leave a message? What a joke! had to call Trainyards to call Merivale store and they got through and Trainyards calls me back in like 2 mins!! Wow. Then I tried calling Merivale again....same thing. Stupid me, that should have been the sign to run!! So now, buyer beware. They have next to NOTHING in stock. It all has to be ordered. But unlike online stores, there is no free delivery to home. You have to go back to the store when it comes in. For us, a real pain because we live a fair distance away. And, I am reading lots of reviews stuff takes weeks and months to arrive. Next thing that anything on SALE CANNOT be RETURNED OR EXCHANGED!! Order a sale item online without knowing for sure it will fit or look right or be the piece you want, you are SOL!! What kind of lousy return policy is that in this day and age!! Get with the times Structube! Finally, we were thinking, okay, let's save ourselves lots of time and long drive and order 2 of each chair online (4 total) then when the arrive at the store, we only have to go ONCE since we can try the display and choose which 2 we would keep, and return the others. Well, no so fast. You need to leave the ones you're not keeping at the store, come home, email customer support that you want to return and go through a whole different process. Yeah right, and God knows nothing will happen to the two we leave at the store and there is no mix up of sorts. Again, total joke of a process. In this day and age when online shopping has proliferated, including free shipping to home and back if you want to return, Structube is in the dark ages. Needless to say, as much as we liked the look of the office chairs, we chose not to pursue a purchase. Furthermore, we have scratched this company off our consideration list. Will never shop there as long as they keep this inflexible policies.