Structube

Rating: 3.5 out of 5

Structube reviews (784)

  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 14 May 2018

    Horrible horrible horrible Structube service

    I have had the most horrible customer service ever from Structube! It has been cleared yet at this moment while i' writing this review. I bought Liam sofa online on March 26th and received the product on April 5th with huge damage on the side and the bottom. It has a big puncture and inside the wood beam was broken. And we arranged the return and they took it. And when they first said the refund was completed was April 26 th saying it will take 2- 5 business day to get refund. And it has not been completed until today, May 14th. They keep saying the same message whenever I sent email. One time they said there was a glich in their system and they applied refund now. THEY DIDN'T!! I will update how they do later. I am so disappointed with this company and will not buy anything from them anymore!

    Answer from pro:

    Hi, we are very sorry that you received a damaged sofa and if an issue occurred processing your refund. Please know Structube had no intention of withholding your refund and we sincerely apologize for any inconvenience you may have encountered as a result. Thank you.

    Reply created 24 May 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 28 Apr 2018

    Save yourself from Structube

    Can NOT say enough negative things -- arg -- really wish I had the foresight like YOU to look up YELP reviews before ordering 13(!!) pieces from these people. Some stats for you - of the 13 pieces of furniture we ordered: 2 - were back ordered and manually cancelled by the company (lol) 3 - came extremely damaged (like nails falling out bad) 1 - was "lost in transit" For 11 items - there were 5 deliveries over the course of a MONTH - 2 of which missed their original window. I currently count 41 emails written from us to their "support" team detailing the issues. Oh, and we have yet to receive the 2 refunds promised for the damaged items - this is now a month later. Save yourself from Structube. Run away. Run away

    Answer from pro:

    Hello, thank you for taking the time to share your feedback. We are very sorry to hear that problems were encountered with your order and delivery. The experience you are describing does not reflect the quality of service that Structube strives to deliver to its customers and we sincerely apologize for any inconvenience you may have encountered as a result. Thank you.

    Reply created 2 May 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 25 Apr 2018

    Terrible customer service, delivery service a cruel joke

    Ordered a very large sectional sofa and paid $90 for delivery. The delivery company they use was two guys in socks and sandals in a rented truck. I watched them literally throw the sectional out of the truck piece by piece onto the road. The sectional was packaged in bulky boxes. They damaged the front door bringing it into the house, and then just dumped the pieces into the front of our house and left. Did not unpack anything or even bring it to the location where the sofa would be setup. Upon opening the packaging we found the sofa was broken in several places, likely because the delivery company was just tossing it off the truck! The exchange process was not helpful, structube asked for photos and to send an email. It took three days for them to respond and they simply just said they would send another sofa and to "repackage" the previous one back up. Well we had to unpackage it to find the damage in the first place, how in the world do we re package something so large back into cardboard that was industrially stapled together? It took us hours to duct tape the thing back into its packaging. When the replacement sofa came a different two guys in yet another rented truck (this time converse shoes and track pants) lobbed another sectional sofa out of the truck and placed it on our wet lawn. They seemed surprised that we were sending one back! and actually TOOK IT OUT OF THE PACKAGING WE HAD JUST PUT IT IN!!! That really made me mad because I had what I would call a robust back and forth with their customer service person about how insane it was to try and repackage this sectional back into its box. To have the rent-a-delivery-boy service then take it out of that box we spent hours taping back up to send it back was really upsetting. To top it off they did not take the busted up boxes back with them and left it all scattered around our porch. We had to retrieve the new sofa from the lawn and bring it into the house ourselves. Lunacy.

    Answer from pro:

    Hello, thank you for sharing your feedback concerning your recent order. We regret to hear that you did not have a positive experience with our in-home delivery service, what you are describing does not reflect the policies and procedures we demand that our transporters follow and we wish to apologize for any inconvenience you may have encountered as a result. We also wish to thank you for your feedback; it is important to us as it assists us in ensuring a smooth and satisfactory shopping experience for our customers. Thank you.

    Reply created 2 May 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 7 Apr 2018

    Terrible company, terrible products.

    DO NOT BUY FROM THIS COMPANY. Bought a couch and it was a total piece of junk. After one month the material started fallling apart and pilling. After 6 months it looks disgusting and we’ve had to get rid of. Structube says this is “normal” wear and tear. Normal to fall apart after a month? Save your money and buy your furniture somewhere else!! Terrible company and terrible products!

    Answer from pro:

    Hello and thank you for taking the time to share your review, we regret to hear that you are not completely satisfied with the fabric of your sofa. Our products are backed by a one-year manufacturer’s warranty covering them against all defects. Unfortunately, some fabrics are more prone to pilling than others and in some cases the phenomenon can be exacerbated depending on which fabrics they come into contact with. Our manufacturers consider this to be normal wear and tear and will therefore not cover such issues under warranty. We appreciate your feedback as it will be used to ensure that as our collection continues to evolve to meet our standards as well as those of our customers. Thank you.

    Reply created 11 Apr 2018
  • Review from Simon Yates
    Rating: 5 out of 5
    Review left on 1 Mar 2018

    Placed several orders: chairs, tables, beds, artwork, etc

    We have ordered from Structube three times over the past few years. Last order took about five weeks before delivery, but we were told it would take about 6 weeks. so we got it early. The beds in particular are well made and very solid (wooden ones). End tables are pretty well made as well. Paintings were very inexpensive and arrived in good condition. Delivery was not a problem. They called and confirmed the delivery date. Guys brought packages into the right rooms - gave them a tip for assistance. Last order was ten boxes. In last order, one box was damaged - and pretty badly, though there was no visible damage to the outside of the box. After calling, company requested we send pictures of damage. They investigated and got back to us by Monday saying they would get us another one from warehouse. The manager from the North York store dropped it off himself and problem solved. I was happy with how the company handed the issue. Surprised by so many negative reviews, which does give me caution. However, we have had nothing but good experiences. For the negative reviews here, happy to see the company is addressing each one. One comment, not sure if this is true, but one reviewer says the company requires ID over email to confirm identity. Never send any ID or personal information over email unless you'd on't mind it being intercepted. Email is insecure, and can be intercepted before it is received by the company.

    Answer from pro:

    Hi, we are very sorry that you received a damaged sofa and if an issue occurred processing your refund. Please know Structube had no intention of withholding your refund and we sincerely apologize for any inconvenience you may have encountered as a result. Thank you.

    Reply created 16 May 2018
  • Review from HomeOwner
    Rating: 3 out of 5
    Review left on 12 Feb 2018

    Attrocious customer service

    Purchased for more than $3000 from this organization. The sectional sofa that I bought from the liquidation section was said to be an extra demo piece with no damge. Upon delivery, I find the legs badly damaged, and unable to even set it up. The manager at the store was absolutely uncooperative, and questioned me as to why I did not turn the sofa upside down at the store to check for damages. I am looking to get some contact for someone higher up in the customer service team. I feel betrayed, even after being a very honest customer of this brand. Now, I am left with a useless sofa at home with no customer service.

    Answer from pro:

    Hi Aditya, thank you for taking the time to share your feedback with us. We are sorry to hear that you did not have a pleasant experience with our team in-store. Since the repair of your sofa, we hope that you have been able to fully enjoy it and will shop with us again soon!

    Reply created 23 Feb 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 12 Feb 2018

    Order Cancelled Without Explanation or Follow Up

    After over a week of waiting for the verification process to be completed, Structube cancels my order without explanation, despite the fact that I did as they requested. Item is now out of stock and discontinued. Structube customer service simply suggests I try buying another item...

    Answer from pro:

    Hi there, thank you for your feedback. Please note that this verification process applies to all orders placed on our website and is intended to protect our customers. In some instances, some orders cannot be processed and therefore are cancelled for security purposes. We thank you for your understanding.

    Reply created 23 Feb 2018
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 3 Feb 2018

    Delivery service

    I purchased a dresser and paid $90.00 for delivery. They came and placed the dresser in the room fully packaged. When asked they said they do not unpack or take away packaging. Ninety dollars is expensive delivery and then there was no service. I will never deal with this company again.

    Answer from pro:

    Hi there, thank you for sharing your comments with us. Our in-home delivery service currently does not include the unpacking/assembly of the furniture. We hope that you are nonetheless enjoying your new Structube dresser!

    Reply created 23 Feb 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 17 Jan 2018

    Worst Customer service ever

    Its interesting that a company in 2018, does not have a customer manager with an email address and they can not transfer phone to a manager. Worst customer service ever. I picked up a damaged product from their store paying to the third party to deliver that to me. Now if I want to replace since it came with damages. I have to pick it up or pay the third party again or pay 90$ for delivery to Structube. to cover the costs of the damage that I was not responsible for Great customer service first for selling damaged products with no quality control second for charging your client for something they were not responsible of Amazing job Structube team

    Answer from pro:

    Hi there, we're extremely sorry to hear that you had difficulties with your new item. We have strict quality control processes to ensure that our products meet our standards and those of our customers however, it may occasionally happen that items have small defects despite our best efforts. We often encourage our customers to opt for our in-home delivery service in order to benefit from free returns/exchanges should there be any issues with the product. We hope that all has been resolved to your satisfaction and that you are now enjoying your new Structube sofa.

    Reply created 23 Feb 2018
  • Review from Jason kallant
    Rating: 0 out of 5
    Review left on 13 Jan 2018

    Worst Delivery service

    Worst Delivery service I have ever seen. The delivery staff were rude and did not wait for me to check to ensure the sofa was okay. It turns out the sofa was damaged. The delivery staff came in January and did not bother to clean their shoes and as a result brought dirt and salt into my home. I will never again use Structube until they change the delivery company. It is not worth spending all this money when Structube is not commuted to pay for a decent delivery service that can do the job.

    Answer from pro:

    Hi Jason, we're sorry to hear that you did not have a pleasant experience with our in-home delivery service. We rely on customer reviews to ensure that our customers are entirely happy with the service they receive. Please do not hesitate to reach out to us if we can assist you in any way in the future!

    Reply created 23 Feb 2018
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