Structube Metrotown

This is my first time purchasing from Structube and I wish to provide my honest experience with them. Eric from Structube Metrotown helped me from the start and all the way to the end. He provided what I call as top-notch customer service from helping my family to choose the right dining table to finding chairs/bench to match up. He went above and beyond by pulling chairs from different areas of the store and physically putting them side by side the table to make sure we could see things clearly and visually before making our decision. He followed up every step by phone calls and emails ensuring the order was entered and the delivery would come on time. I felt I was taken care and followed up each and every step. The process was smooth and stress-free. The table was back ordered but finally came after a short wait. I am very satisfied with my purchase with Structube. The table itself is beautiful and I am very satisfied with my purchase. Once again, I wish to thank you Eric for his exceptional customer service!

I repeat... I would not recommend anyone buying furniture from this store. I purchased a dining table, and it took 1 month to deliver. When they attempted to deliver, they called the primary number, which is no longer in service, and were advised to call the secondary number. Unfortunately, they did not attempt or make an effort to call the secondary number, so it was a missed delivery. I called the store and spoke to the uneducated manager, Ron, who probably did not know what he was doing. I asked him if I could go to the store and pick up the dining table. (The dining table cost around 500$) and he said I had to pay a fee of 75$ to pick, would take approximately 3–4 weeks for the furniture to arrive at the store. Or I can pay another cancellation fee of $69 to cancel the whole order. They use this third party company called GoBolt to deliver their stuff. Anyway, apparently it is an anonymous company and they don't have the address or pick-up location. Ron kept saying they don't offer pick up. Ron gave me 2 options. One option is to pay the delivery fee of $85 (plus tax) and reschedule the date. The second option is to cancel the order and pay $69. This is basically a money grabber and probably scamming customers' money by leveraging the delivery fee. This is leaving me no choice at all. I guess my $80,000 truck can't handle the $500 dining table. Again, to save yourself a headache or frustration, I highly recommend not buying furniture from this store and using their delivery service. Go to Ikea or Brick or any store that has reliable delivery or pick-up services. A big company like this should be able to have all sorts of options for delivery services. How can you make a customer pay 85$ to pick up services? I will never go back to this place again.

From delivering damaged products and leaving us in a limbo for two months and customer service I couldn't ask for a worst experience. There is broken couch and coffee table sitting in a new appartment. Anyone?Structube moto should be: Customers are always wrong! Infact once you pay we don't care anymore

Walked in and assumed no one was working. Not a soul in the store. Kept walking around until I heard chattering behind the cashier desk and saw two employees sitting on the ground talking to each other.We made eye contact and not a word was said. No hi, can I help you, nothing. One employee (or maybe was a friend of the employee) at one point got up and left the store walking right past us.Needless to say we left pretty soon after. I think this is our third time shopping in a Structube, first time in this store and the not a single care to help" attitude in all the stores to put it professionally has us convinced to not give this company a penny.Edit: That's a fantastic quality response Structube; very reflective of your in store operations"

I recently went to Structube at Metrotown on a Sunday evening to check out a coffee table I saw online. But let me tell you, it was not what I expected. I arrived at 6:15 PM, well before their 6:30 PM closing time.As soon as I walked in, a white male employee rushed to the door and told me they were about to close, even though I had just arrived. They locked the door right after I entered, making me feel unwelcome and rushed. And to top it off, they dimmed the lights and turned down the music, which made the whole place feel uncomfortable.I quickly found the coffee table I wanted with the help of a nice Asian gentleman. I really wanted to buy it as a way to show my appreciation for his help. But there were two problems. First, they didn't have the color I wanted to see in person. Second, even if I had decided to order it without seeing it, it would have taken some time to set up my profile and payment which I didn't wanted to as that same rude white employee kept staring at me near the locked door, which made me feel very rushed.I checked the time when I left the store, and it was only 6:24 PM.Honestly, the staff at this place could really use some customer service training. They need to make customers feel welcome and valued.And don't get me started on their online order policy I found out later. It's ridiculous that they charge an extra $50 just to deliver items to your room. I've never seen that before. And they make it hard to return items by charging customers for return fees, and they only accept unopened items for in-store returns, which doesn't make any sense. Once you open your item, whether the product is faulty or not, you're stuck with it or pay for the return.Overall, my experience at Structube Metrotown was a letdown because of the unwelcoming behavior of one staff member and their inconvenient policies. I really hope the management takes this feedback seriously and works on improving their customer service.

We had some issue with the items which got delivered and we visited the store for some assistance but one of the representatives behaved badly with me and my husband. He mentioned his name as ‘Kevin’ but we got to know from another representative that his name is something else. Why would he do such thing at first place and secondly he was not responsive to our questions and we found him racist. Store manager, kindly don’t hire such employees. It is making our experience worst and loosing trust on the brand.

It was 6:19 pm on a Tuesday. They had already locked the doors and said they were already closed, I said I would be quick and out before closing time (6:30pm) and had let me in. I continued to browse and take photos of dining tables and cabinets to furnish our recently moved in home, another employee followed me to inform me the store has already closed 6:23pm, I was already near the exit about head out. I live at station square and will now purchase online or at a different location. I will not recommend this store to anyone as they lack patience.

I wish i could give zero stars when you enter you see no employees and wonder if anyone is working. Some weird white guy working there could care less about helping anyone. Rolls his eyes and continues to talk to his co worker and say UGH YOU KNOW THESE CUSTOMERS" Structube you really hired a karen who complains about customers in front of them. They didn't want to help me they kept rolling their eyes and continued to have a conversation. Had to wait for a girl to finish up with another customer to get my item and then no one wants to help you load up your big furnture. The girl works really hard those two men should feel embarrassed. Please tell boy karen that he earns minimum wage please humble yourself."

I’d give Burnaby branch zero if l could. 3 months ago, l ordered two sofas after they told me that it will be ready in Mid- June, possibly first week of June snd worst case scenario late June. I suppose to pay when its ready when they call me to make the payment before shipment, however they processed the payment upfront, then l never heard from them, so l called store in early June they told me it looks like it’ll be arriving in late June. Never heard back, and one day l was nearby so got in the store and asked, they told me, it seems won’t be arriving till September! They offered me refund without any solution, offers, or discounts on other sofas. Basically they took my money for months working with it, not acknowledging how inconvenient to clients. Terrible customer service, I don’t recommend this store for you.

if i can review it with zero star, i definitely will!!! i ordered online and it delivered on time. but after assembling, i realise it looks different from the website. the extension part of the table looks completely different from the rest. colour not match! pattern not match! i called structube that i want to return it. then they said only original unopened item can be dropped off in store. if already opened, you have to pack it back and pay 75cad to have it picked up. we paid too because we just want to close the case but then no follow up afterward!!!! i want my money back!! its ridiculous to pay for 75cad for return shipment if i can just drop it off i store!!!!!!! this company is a scam and please NEVER order from them!!!!!! the parcel is still sitting in my living room!!!!!!!!