Structube Queen Street East

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.