This entry did not meet HomeStars review criteria.
This entry did not meet HomeStars review criteria.
I bought about $1,500 worth of dining furniture from Structube's Queen East location. Was told by the sales clerk that the furniture would fit into most SUVs, so decided to pick it up myself to save the $90 delivery charge. When I arrived to pick up my furniture, the boxes were very bulky and didn't fit in my car. I had to pay the $90 delivery charge after all and wait another week before it would be delivered.
Fast forward to delivery day. I reserved the elevator in my condo from 3 to 6 p.m. and told Structube this was my window. The delivery truck showed up at 1:50 p.m., even though I was assured by the sales clerk at Structube the day prior that she personally spoke to the delivery company and told them not to come until 3 p.m. I wasn't home and missed the delivery altogether. When I called the store to tell them what happened, they told me I'd have to pay another $90 if I wanted the furniture delivered again! No apologies offered. I told them I would cancel my order if they didn't offer a solution and they were only too pleased to do so. I said they could save the sale if they delivered the items as promised, but they said no and went ahead and cancelled the sale.
The customer service that this company offers is the worst I've ever seen. While the furniture is affordable and stylish, Structube needs to hire people who actually care about the company, customers and their jobs.
I'm now out $90 for the delivery fee and have no dining room furniture. Thanks Structube. I'll be sure to share my experience with family, friends and social media!
Given the reviews, I didn't order from here. However, they had the exact look and size in the dining table I wanted. The salesperson told us delivery would be within a week, and we could pick up in store to save on shipping. Since we had movers and could pick up the dining table on the way, we came to the store a week before moving to place our order, only to be told that the salesperson was mistaken and this was a "delivery only" item, which made us annoyed. Why promise customers things without checking. However, the new store manager decided to make an exception for us and get the item in store despite company policy, to honour what they had said. I really appreciated that. She did however tell us that since they're salespeople, they don't have the strength to carry such heavy products, and we will need to organize that. This was a very fair request. If I start working as a salesperson in a furniture store, I can't carry around dining tables. We were allowed to inspect the product thoroughly before leaving. Assembly was easy and the product is very sturdy. Would I buy everything here? No. My bar stools I bought here a few years ago are very flimsy. But if something I really want is available here, would I come back? Yes, probably.
I have had a very bad experience at the Structube Store on Queen Street East in Toronto, Ontario.
The Store is “storefront” on Queen Street East and there is no parking out front after 4 pm. I found a green P behind the store and parked there. It is raining heavily today.
I went in to the store to pick up my items, two floor lamps for our cottage property. I was actually excited to get them!
The sales clerk asked my name. Ferguson. She found the Ferguson order. She asked my address and phone number. She said the phone number I had given was wrong. I assumed my husband filled out the order. I asked if it was under Ken Ferguson. I also pointed out the lamps in the store that we had ordered. I was told that she could not give me the information of who was on the sales order and without the sales slip she could not release the merchandise.
She went to the back to speak to her manager. She came out and said that she was unable to give me the lamps. She offered to call the number she had and ask them if she could release the merchandise to me. How insulting is that? I was obviously “the wife”, I knew the merchandise we had selected, lived at the same address and had identical credit cards.
I told the clerk that there was no need to call and that my husband, Ken Ferguson, would be calling to cancel the order. I spoke to my husband and he called the store. They told him he would have to come in person to cancel the order. He dutifully went in on his way home from work, in person. He spoke to the clerk and then asked to speak to the manager. He offered to provide the credit card he used to purchase the lamps (it is the same credit card as mine which I was also willing to provide), and his driver’s license and other identification and he was told that without the sales slip they would not credit him for the lamps.
We have located the sales slip. My husband will go tomorrow to get the credit for the lamps. We hope that there will not be new criteria required tomorrow to receive the credit. Sales slip, driver’s license, knowledge of the items purchased, correct telephone number, etc.
You have lost an order and, not one customer for life, but both me and my husband. I will be sure to mention this incident to my 3 children (all in their 30’s), and to anyone else I can think of who might be considering purchasing from Structube.
It boggles me that, in these competitive times, Structube would alienate customers with clumsy administrative practices and unhelpful employees to the point that orders are cancelled.
On August 13, 2010, I have purchased a white lacquer TV tray for $150.00 + tax at Queen St. in Toronto. When I’ve brought it home it appeared to be defective. However, the exchange is ONLY acceptable at the same location. For me it equals 2.5 hrs. of wasted travel time. In December I’ve noticed that lacquer has cracked in 2 spots, although it has not been used extensively. I was advised that I have to return it to the same store, I can purchase another item, or I can get a store credit, but this merchandise has been discontinued.
I’ve expressed that I no longer wish to acquire any items from this company due to poor quality and I have asked for a refund. However, the manager advised me that a refund is not possible, only a store credit, as per the policy of the company. I’m telling my friends clear and loud to stay away from this store!!!!