We recently purchased a sofa and 2 bar stools from the Structube on Murray St in the Market. The first sofa we ordered was too large, so we had to return it. This is when we ran into problems.
The sales staff were very friendly and tried to be helpful. However, they did not have sufficient knowledge/authority to answer questions or to process our order efficiently. For example, they needed to confer with an offsite supervisor on virtually every issue - at least 5 phone calls on one visit.
-Neglected to tell us we needed to bring the package slip to make a return
-Failed to add on the delivery charge - we reminded them
Would not pick up the old couch separately even though we were paying for the return
-Forgot to order the 2nd couch, delaying delivery by 5 days, and still refusing to pick up old couch. They offered no compensation or even possibility of compensation ("They're not going to do that") for this error. -The manager was defensive and would not concede blame for this mistake. Eventually, he promised to let us know about possible compensation, but failed to call back.
There appear to be flaws in the company's structure and hierarchy. The staff seems to have limited decision-making ability and there is overzealous oversight from a central head office (that avoids customer contact). This results in a very poor customer service experience.
How much would it have cost to keep us as customers happy? If they had waived the cost of delivery. Maybe $80 (after sales of close to $1500). Instead, they now have 2 customers who won't be buying from them again, and will be telling people not to buy from them!
Structube is clearly not a well-run company. I would avoid it, and buy your furniture somewhere where customers are treated better.