Structube

I visited the store in mid-July and placed an order. The items were delivered September mid. One of the dressers that cost me $900 had some damage. I reported it to the showroom and they replied to me they can give me $110 as a refund though they think those are natural imperfections. Clearly, those aren't natural imperfections but manufacturing defects. I demanded a refund of $200 or else they can take it back. They told me they cannot refund but can do the return but needed the original packing. It's a heavy dresser and it was impossible to take it out with the packing intact so obviously, the packing went to the trash. I said I don't have the original packing and the only way left was a 110 refund. Now they are saying that their system cannot refund to the original payment method (I had done the payment partially in-store and partially online) but I have to go to their store and get the refund after 3-4 days. I wish I had bought a used item from the Facebook marketplace or Kijiji than getting a defective item for this price and compensation to repair the defect myself (this is what they told me the refund is for). So they are ready to take it back but need original packing. They can take payment online but cannot refund online; making everything difficult for a customer. Why take so much pain buying from this place when other companies give much better customer service.

Recently bought a sofa and 6 x dining chairs for more than 4000 Dollars. As we were planning to put the sofa in a basement (our family room), we asked if the delivery guys can help deliver the same to the basement. We paid a 50 dollars fee for that. Unluckily, on the day of delivery, the weather was nasty. Kindly asked the delivery guys to remove their shoes as we have a brand new light color carpet They said they can’t as it goes against their company standards (which I honestly trust is a valid reason, safety first!). Then, asked them to at least cover their shoes but they just don’t have shoe covers which I think is unacceptable. So, just declined them to go through the carpet bringing all the wet dirt from outside which is nonsense. Asked if I can get my money back and they replied yes you will need to call your store for a refund or a voucher. Next day, I called the store and they said they cannot do anything as this was a “service fee”. No flexibility at all ! Just felt that the vendor was indirectly telling me: we deliver your sofa to the room and we mess your carpet at the same time. If you do not accept, we do not refund your money back. Tell me about customer service ! By the way, we had so many companies delivering to our home, they all come with shoe covers out of respect to the place: Bell, Best Buy etc

Purchased the Anna lounge chair, price was way less than other furniture stores But they refused to take my Native Satus card for tax exemption unless I picked my items up which I could not do due to size Refusing the card is one thing but making your own rules is another Once I recieved the item I noticed it was damaged Upon calling the store sending pictures via email the manager proceeded to tell me they have no idea of knowing if I had done the damage or not After a discussion I was give $25 back Just be aware sometimes when items are cheaper sometimes so is the service

Don't shop at this store. You will regret itThe Marika chaise came without the cushion that was advertised.The Coastal king size bed is defective. The head of the bolt that secures the centre support column protrudes from the beam and props up one of the support slats at an angle. This makes the bed unusable because it can eventually rip the mattress.The store was notified about these issues the day after delivery. They took 9 days to confirm that the bed is defective. The promised replacements for both the cushion and the bed slats are estimated to arrive at the store 2019-03-08, nearly 2 weeks after original delivery date.Furthermore, in speaking to the assistant manager on 2019-03-05, she refused to arrange to pick up defective slats bundles (2 bundles, easily about 40lb each) and deliver the replacement slats and the cushion that was missed from the original delivery. The only way they would deliver the replacements is if I pay an extra round of $80 delivery fees. They want to charge me AGAIN for delivering the replacements!Considering I already paid over $3000 for the whole order, this is unacceptable customer service.

I am not one to slam businesses even if my experience isn’t great but simply put: if you’re ever thinking about buying from structube, don’t.As a student my budget furniture wise was limited. IKEA has great and sturdy pieces but I decide to opt for structube due to their nicer overall designs.Reviews on the products I bought appeared to be good - and although I was warned against buying from them, I did anyways. I bought a chair, a coat rack, shoe racks and a bookshelf.Day of the delivery- the chair is broken in half upon opening. Another bad surprised- the coat rack is already half assembled and broken, with a weird glob of gold paint on top when it is supposed to be grey. This was not something I bought open box just for extra context.I try to build the bookshelf and three hours in when it’s time to put the shelves in I discover that the frame they give you with it is too small to fit the shelves - a manufacturing defect.That’s 3/4 items that are defective and broken. I call customer service and they make me file a ticket- ridiculous considering wayfair and IKEA will both immediately refund you if you can provide proof. Finally my stuff gets approved and I am then asked to repackage the entire bookshelf in the original packaging to be picked up- time consuming, but I gladly do it. They schedule pick up for a whole week later. Please note I live in a studio with three huge boxes now sitting there for a week. I barely receive an apology.A week goes by and the order gets picked up. I get no confirmation email, no nothing. I had to call customer service at least 6 times and none of them were able to tell me where my order was, and kept on giving me timelines that were not respected.Over two weeks after pickup, I finally am notified that a refund was issued (issued, not even received yet).This is a stark contrast from the customer service at any other brand. You are better off buying from literally anyone else. Not once was I offered a proper timeline, most people I spoke to barely offered an apology and were even annoyed I was calling to ask.Also, to note that they delete reviews or fake them. When I went to see the bookshelf’s reviews to confirm that I wasn’t crazy for having a hard time building it, the three seemingly positive reviews on it were gone. Same thing with the chair. It’s like they’ll make some show up to feign the item has a good review, and hope you won’t bother to go through the return process because of how tedious it is.Save yourself the trouble.

Delivery never showed up. Lost work for 2 days and not even a phone call. They refunded the money but really don’t care about what happened. This company doesn’t care about its costumers. I wouldn’t recommend them to anyone. Your better of going to IKEA.

This was our first time in this store. I really loved the style of furniture, its modern an not outdated. I noticed some comments online about furniture being out of stock but that's the case with most furniture stores. Product is backed up because of delays in production. I'd definitely consider buying our kitchen table set here. Prices are reasonable too compared to the Brick and other stores.

Nice furniture store in the West end of Ottawa. Good displays and large showroom - in certain areas however it was a bit messy or cluttered. The staff is helpful, however it was not too easy to find one to ask a question...lol Overall we are considering buying couches from Structube, so I may update this after the purchase.

the furnitures are very nice, we actually know what we wanted. but this location (Merivale) customer service is very poor. they won’t assist you right away and the person who finally assisted approached us with a grimace, lack of interest of talking to us. We decided to go to another location to order what we had in mind.

Worst customer service. Very disappointing experience. They will not honour their return policy and will show you a new one and say oh the salesperson should have handed you this paper and explain to you that assembled items aren’t eligible for a refund. What else? Ordered my furniture last July, they told me I would receive them in late August maximum, then it was pushed month by month and I haven’t received some items until now and we’re in mid February. What about warranty? I received Judith dining chairs in August and in November I noticed that their quality is deteriorating fast and cushioning is shifting from the sides, after less than 4 months! I was glad warranty was for a year so I called, emailed pictures and details and what was the response? That’s considered wear and tear and doesn’t fall under the warranty terms. Just a horrible store and company.-Edit: The store manager Melissa took care of the return and she provided good customer service.The quality of the items I purchased at Structube (dining chairs and accent chairs) aren't as expected. The quality wears much faster than other furniture brands.