Structube

Rating: 3.5 out of 5

Structube reviews (784)

  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 10 Jan 2018

    Horrible customer service

    I ordered a couch almost two weeks ago. I hadn't heard anything at all (they told me someone would be in touch with me SOON to arrange shipping), so I called in, only to be told it was out of stock. Should I not have been made aware of this when I placed my order in the first place? I spoke with two agents who did not help me at all, when I suggested perhaps free shipping, I was rudely told no, unless I cancelled my order then the shipping was still a service that would be provided. Excuse me, when I pay hundreds of dollars for a product I expect it to be delivered in a reasonable time frame, unless stated otherwise before ordering. I should have been made aware that it was on back order before I placed my order, instead of having to go to the company myself after sitting around wondering for weeks. Will never order anything from here again.

    Answer from pro:

    Hi Emily, thank you for your feedback. We trust that your issue was resolved to your satisfaction and that you are now enjoying your new sofa. We apologize for any inconvenience you encountered along the way!

    Reply created 23 Feb 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 9 Jan 2018

    Service

    Ordered something in the middle of December and all of the items were in the stock at the time I placed the order. Waited for two weeks and didn't receive any emails or calls regarding my order, so I called and asked about it, only at that time they told me that one item was out of stock and all the other items would be on hold until that one item is back in stock witch is April! No one notify me about this until I called them. Also, I asked them that how come all the items were in stock at the time I place the order and only now you told me one of them it's not. The only answer I got was the system is not accurate!!! I had to have that item refunded and have the rest shipped, and the agent told me that my order will be shipped on Jan 2. However, nothing happened!!!!!!! I have called them twice regarding the same issue. An agent told me yesterday that she will contact the warehouse and have my items shipped. No update yet....

    Answer from pro:

    We're sorry to hear that you had a less than perfect experience shopping with us. This is definitely not a reflection of the service we pride ourselves on offering to our customers. We hope that any issues have been sorted out for you and that you are now able to fully enjoy your new Structube furniture. We thank you for your valued feedback.

    Reply created 23 Feb 2018
  • Review from Melanie Simon
    Rating: 0 out of 5
    Review left on 4 Jan 2018

    Furniture Purchase

    HORRENDOUS customer service, and many basic organizational issues. I tried to change the delivery address, and I had to make THREE calls (each one had a half hour wait time), and each person had no record of my having spoken to anyone else at Structube. I even submitted verification of my new delivery address as requested by email while on the phone with one agent, of which the next agent had no record. It resulted in delayed delivery, frustration and much time wasted. Was a TERRIBLE experience and I will never purchase from Structube again because of it.

    Answer from pro:

    We're sorry to hear that you did not have a pleasant experience with our in-home delivery service. Please know that your feedback is extremely important to us as it assists us in ensuring a smooth and satisfactory shopping experience for our customers.

    Reply created 23 Feb 2018
  • Review from nelson viveiros
    Rating: 0 out of 5
    Review left on 19 Dec 2017

    Horrible Online Process

    I purchased a bed frame a few weeks ago and never got a call regarding when my delivery would be. I called them myself to ask and then was given a date. It's funny that you have to take the initiative when simply awaiting something you paid for!. So..The rep at Structube informed me that I would get a call a day before my scheduled delivery (which was this Sunday).. I received no call the day before or voicemail to indicate a window. On Sunday morning at about 9:30, I was called and a voicemail was left by the delivery company stating that they were at my home and no one was responding and if not responded to within 15 minutes they would leave. I called them back shortly after from Brampton (my place is in Toronto) and they told me they were 25 km away and would not return. I did inform them that a window was never provided and if it were, I would ensure I was home for this apparent time frame they created in their own minds. I then spoke to someone at Structube who was very nice and he assured me that he would put a claim on file for an investigation. It's been a few days and I have yet to hear back. I have spent the last two days calling them. I was a hold 2 times in a row for about an hour each time, then finally when you think someone will answer, the line disconnects. I also tried the "press 1 and a rep will contact you back" option and when a "Rep" called me back, it turned out to be an automated message saying, "there aren't any reps to contact you back". ???? I have spent thousands of dollars at Structube in the past and can assure you after this experience, they have lost a loyal customer. Hopefully I will hear back soon and they will recognize their mistakes and take accountability instead of trying to make me pay another $90.00 shipping fee for a frame that cost $299.00 I will repost when I hear anything from them.. Edit

    Answer from pro:

    Hi Nelson, we're sorry to hear that you experience difficulties with the delivery of your bed frame. We see that your delivery was confirmed by email for the Sunday; our customers are responsible for making sure they are available throughout the scheduled delivery day in the event that the delivery window cannot be respected due to circumstances outside of the transporter's control. In the event that a scheduled delivery is missed, a second delivery is charged to reschedule the delivery. We hope this clarifies any confusion and that you are nonetheless enjoying your new bed. Thank you for taking the time to share your comments with us.

    Reply created 23 Feb 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 18 Dec 2017

    Terrible delivery process and customer service

    Ordered a bed in early Nov and was advised I had to pay a $90 delivery fee even though i wanted to pick it up in store. After 6 weeks they called to say my bed was ready to be delivered and that the delivery company would call with a 4 hour window when the bed would be delivered. The delivery company called my home phone 3 times leaving recorded messages with no 4 hour window and no return number. They did not call my cell or email and instead showed up at my house when no one is home. The store manager now wants me to pay another $90 delivery fee that I didn't want to pay in the first place. I have tried for a week to speak to the area manager and no one will return my emails. Their delivery system and customer service is terrible as no one will speak to you even at the head office. One of the worst customer service experiences I have had in years.

    Answer from pro:

    Hi, due to weight and size restrictions, certain products are only available for in-home delivery. We are sorry to hear that you did not have a pleasant experience with our delivery service. Please be assured that this is not a reflection of the service we strive to offer to our customers. If we can assist you in any way, please do not hesitate to contact us. Thank you.

    Reply created 18 Jan 2018
  • Review from HomeOwner
    Rating: 2 out of 5
    Review left on 17 Dec 2017

    AKO extentable dining table

    We purchased the AKO extendable table with 6 chairs a few years ago. Have since added 2 more chairs. We love the look of the set. We only extend the table a couple times a year, unfortunately this year we extended the one end and the track has cracked, leaving the extension to droop down. My husband went to Structube's website and emailed the company under the contact us. We did not receive a reply. Also talked to them at the Kingston store where we bought it. Told to call customer service. We will do that. My husband has put a piece of wood under it to level it for our Christmas dinner. We are disappointed with the table for the amount of money we paid for it. Seems the price is lower now for the table online. Would think that they would replace defective part(the track) and a service call to install the track as we are 45 minutes away from the closest Structube store. Kim Bogert

    Answer from pro:

    Hi Mrs. Bogert, thank you for reaching out to us. We are sorry if your email went unanswered, we do not seem to have anything on file in your name. Our products carry a one-year manufacturing warranty. In this case, we can offer the option of purchasing a replacement set of tracks for the price of $19 plus tax. The replacement parts can be sent to the Structube store of your choice at no additional cost, or can be shipped to you directly by FedEx at an additional cost of $15. Please feel free to let us know if you would like to proceed. Thank you.

    Reply created 18 Jan 2018
  • Review from Customer of Structube
    Rating: 1 out of 5
    Review left on 14 Dec 2017

    Read before buying

    I have to say that the service I got from the sales representative was fantastic. I went to the branch on Rene Levesque in Montreal with a lot of question marks in my head and not so sure about the kind of upholstery I wanted, but the lady at the store made it very easy with her recommendations, she seemed to know quite a lot about their products. I even called her a few times to ask for methods of payments availability of products etc., and she was always very polite and helpful. The bad part of my experience is when I showed up at their depot at 6000 transcannadienne, Saint Laurent, Quebec, H4T 1X9 , to pick up the sofa. The first person I met at reception was very rude and disrespectful at times, I kept patient because I wanted to get my sofa and leave. I finally get a slip to present at a certain gate where I met three employees that seemed to have kicked of their morning the same way as the receptionist, rude disrespectful and even aggressive, they let the couch fall from the jigger, and they were 3! making it mark on two spots, they were very upset when I requested to open the wrapping to see if there were damages from it falling, they showed no courtesy at all but, again, aggressiveness and bad manerisms. The receptionist came out to appoligize once I finally lost it and told him I would come here to post this comment. People like that give the bussiness a bad image and reputation. If you buy from them I suggest that you pay for it to be delivered, risking to have careless employees handling your furniture carelessly and then find surprises at home, or just show up and be ready to either deal with their attitudes or fight with everybody like I did that day. I doubt they will change their approach with customers at all. There was another customer there agreeing with me and telling me he had been treated the same way, and he also had a verbal confrontation with reception. The reason for their lack of respect and the ridiculous customer service, acording to reception, is that they were tired. I spent a bit more than 1000 dollars on a couch, is it too much to ask that it be delivered carefully and that I am treated with the same respect I treated them? Always post your comments here, structube moderators wont allow any negative comments on their page.

    Answer from pro:

    Hi, 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 distribution center staff. Please be assured that this is not a reflection of the service we strive to offer to our customers. Please know that we will be forwarding this feedback to the persons responsible of our distribution center and use it to demonstrate opportunities for improvement. We sincerely hope you are completely satisfied with your Maui sofa and enjoy it for many years to come. Thank you.

    Reply created 17 Jan 2018
  • Review from Customer of Structube
    Rating: 0 out of 5
    Review left on 11 Dec 2017

    Dangerous defects and inflexible returns

    Had a stool that broke after 10 months. My three-year-old was sitting on it and could have really gotten hurt. The company will replace that stool under warranty but refuses to take back the other ones, even though two of them are brand new still in the boxes, and even though I wanted to exchange them for other stools that cost twice as much. Was a loyal customer but will never buy from them again. Obviously they don't stand behind their products, and I'm afraid to let my kids sit on the stools.

    Answer from pro:

    Please contact customer service at 1-877-721-3187. We would love to hear from you so that we can make this right. Thank you.

    Reply created 14 Dec 2017
  • Review from Kim Monastyrskyj
    Rating: 1 out of 5
    Review left on 8 Dec 2017

    Not replacing damaged furniture, poor quality, refuse to talk to me or respond to me.

    In June I Received online purchase and 3 out of 4 pieces of furniture were either dropped, had water damage, wood not joined. Only 1 lamp in 4 was correct - 2 had damaged shades, 1 had wrong pieces shipped. I returned to a local store as requested. I had to beg head office to get my money back. Replacement furniture was to come in September. I called and it was delayed. Called again, they will call me. Sent an email in November, no response, called Nov 30 - Said he would get back and did not. Called 2 more days - told it is escalated and people who handle that do not talk to customers. Tried FB messenger- no response.

    Answer from pro:

    Hello Kim, we are very sorry to hear that you encountered so many issues during your recent experience. We understand how frustrating this situation has been for you and we assure you this does not reflect the level of service that we strive to deliver to our customers. It appears you spoke with our customer service representatives Saturday and your replacements are on the way. We hope you can, at long last, enjoy your new furniture free of defects and damage. Thank you.

    Reply created 14 Dec 2017
  • Review from Customer of Structube
    Rating: 5 out of 5
    Review left on 3 Dec 2017

    Bought multiple pieces of furniture

    Over the last year I have ordered bar stools, a sofa, an armchair, a dining table, dining chairs and a desk from Structube, sometimes instore and sometimes online. Delivery/pick-up timing was always as promised. Furniture was very simple to put together. The one issue that we had (a plastic stopper missing from the armchair’s leg) was resolved very quickly - I emailed customer support and received the missing stopper in the mail within three days. I’m actually surprised how consistently positive my experience has been with this company. I usually seem to attract terrible customer service!
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