Structube

Several months ago (March/April) I bought a king-sized bed.
Once it arrived, we quickly realized that it was too large for the room.
Unfortunately, due to COVID Structube wouldn’t accept a return until June.
End of May came around and we contacted Structube to see if we could begin the return process. Their customer service TOLD US that we would have to pre-pay the $70 return fee and then they would contact us for a pick-up date (GREAT).
Since paying the additional $70 we have been emailing Structube asking to have a pick-up date scheduled. The agent via email continuously says “we can’t help you over email, an agent will be contacting you via phone to schedule the pick-up date”
WELL GUESS WHAT? They call at random times, they don’t leave a message. You attempt to call back and you are put on hold for 2 hours, just for the automatic message to say “no agents available”
TODAY (JUNE 8) we FINALLY get in contact with an agent and we were literally yelled at. The agent wouldn’t listen to anything we had to say. They continuously interrupted me by saying “we aren’t processing returns due to COVID”. I tried explaining that I have already paid the $70 return fee, and this lady DID NOT CARE. I asked her to please top arguing/interrupting me and she yelled and then had the guts to hang-up on me.
End of the day don’t purchase from this pathetic company. They take advantage of their paying customers. I have refurnished my entire condo with Structube products. I have spent of $4000 with Structube, just to get this type of service back? Why was It told to send Structube a PAY-PAL of $70 for a return when their customer service is literally telling me that they aren’t taking returns.

I ordered two large orders (close to $10,000 in inventory) for the purpose of staging and after taking the order apart afterwards I realized that three items were missing totaling close to $500 (large mirror and two artificial plants). We picked our order up on the last day they were open (March 28th) before their store closed due to COVID-19. We had to sign for the order before we could retrieve our items and there was a long line up after us so we were rushed through. I immediately called their head office and was told that I needed to contact the store as they’d need to check their inventory. Fast forward a month once the Winnipeg location is open again and I contact the store to explain the issue. I am told that they will look into it and get back to me. A few hours later the store *** calls and tells me that his inventory counts are right and he “doesn’t know what to tell me.” He refused to entertain the idea that someone could have made a mistake along the way, and said that he couldn’t help. He brought up that I was only raising the issue over a month later, even though I couldn’t reach them while the store had been closed. In addition to that, we’d ordered 6 dining chairs and two were damaged. The *** gave me an email address to send photos to but pointed out that they were not currently accepting returns or exchanges. Structube has awful customer service, they don’t back up their product, they have blatantly *** from me and there is no accountability for *** who are allowed to continue operating this way.

I purchased a couch in 2017 and after 2 years some springs broke and were poking out uncomfortably. I was then sent replacement model which was great accept that 9 months later the same issue happened and their claim is that it is one warranty per purchase. I think that clearly it's a defective model if the same thing happened twice and it's hardly acceptable that a couch last less than 9 months and break and too bad for you. I live alone and I am a small woman as well it's not like I have kids jumping on it or anything so it feel vey unfair that I should have to purchase a whole new couch. I even tried to ask if they could repair it at least and was told no. Very unhappy with my purchase obviously and I feel that each product should have it's now warranty.

I purchased several items including a bed from structube in June 2019. The struggle was started right at the beginning with delivery of defective pieces. These items were purchased as gifts for my daughter currently living in Toronto, These items were delivered to her who lives in a small one bedroom apartment. It took us several days to replace and exchange these items and eventually were delivered after several phone calls. These items were sitting in my small apartment for several days and due to space they occupied the living conditions was deteriorated. The bed had some structural issues as the big bar underneath was not strong enough to support the bed and now it is cracked in less than 8 months of normal use. I called structube waiting on the phone for around 1 hour they told us to email the store we purchased the items and we followed as it was instructed on April 23, We did not hear from Structube since then. I called them again today and after one hour someone on the phone, and before hearing my concern said you need to email us and then hung up. As I mentioned earlier the space I live in is extremely small and the broken bed in my bedroom and the mattress on the ground on living room has turned my life miserable. During this time of quarantine this is the only space I have and use to work from home while Structube carelessly ignoring our concern. This has been another source of stress on our daily life on top of what is going on. Here are more details;

Date we placed the order: 19, 06, 11 at 8:22
Item number: 52.75.93.30
Price: 799+ tax
Order

This company was quick to take my money, but took months to actually put in my order for these 3 chairs which are 100$ each, they called me back and forth for different petty excuses to delay my order being delivered and did not communicate when it was going to come. They give attitude on the phone and through email, and months later I got my delivery and one of the chairs is dirty & completely unfunctionable, the screws dont fit the holes and it is *** to claim this is good furniture and you literally cannot build it. 350$ dollars and they are refusing to order me a new one. The cat decoration I ordered arrived broken is half as well, just the absolute worst service and shouldn’t be operating. This is from the LANGLEY, BC, Canada structube. They are trying to tell me that they will not be helping me out until after covid, yet still shipping all online orders. I expect my new chair to be shipped out to me immediately.

Note: I was unable to enter in the online store only. My complaint is about structube online sales.
I purchased a sofa pre-covid19. As the pandemic began to unfold, I was contacted for delivery. I voiced my concerns to the delivery person (that I was worried about strangers entering my home given Covid and I am a front line hospital worker in essential services, therefore I feel I am at greater risk of being a carrier of the virus). As a precaution of my job, I am refusing to see family or leave my home for any purpose than essential work and necessary supplies like food. The delivery person accepted my response and we left it at that. A few weeks later, I received a call from the delivery person stating structube had "changed its policy" and now allow for delivery even during COVID - they will simply leave the item outside your home - so the delivery people do not enter your home directly. I explained to her that I had paid $100 for in home delivery. I am not comfortable with delivery people in my home given the virus. However, I am also NOT comfortable with furniture being left outside my home - as I live ALONE (with no help to move a LARGE sofa) in an APARTMENT building! I explained to them that I am a single woman living alone and have NO help to move the couch into my apartment (as again I am choosing to not see my family as a personal sacrifice during COVID). I was told I need to think creatively in a time like this (as in figure out a way to move the furniture myself). It was insulting and not helpful. Delivery outside my door is NOT what we agreed to when I paid an extra $100 for in home delivery. Through their own admittance they stated they are no longer able to deliver in home as its against policy and violates canadian Covid policy at this time. Yet, they are still charging for in home delivery? It is not my fault that a pandemic started.
I asked them to hold item the item for me until after the crisis. I still wanted the item but I cannot accept a delivery in home (through no fault of my own) nor is outside my door acceptable. I contacted structube directly. The company was only willing to offer me a refund on the purchase price of the sofa and UNWILLING to refund me the delivery fee. I explained to them that I wanted the item and that it is NOT my fault there is a global crisis. I asked them for some consideration and flexibility. They refused. Ultimately I chose to return my sofa as that was the only safe option (otherwise, Id be wiping down a huge piece of furniture that had been handled by many people and been in an elevator + having to struggle to wiggle it into my apartment with no help).
I want my $100 returned as well as the cost of the sofa. I would also like an apology. AND even more so, I would like structube to understand that furniture delivery is NOT an essential service. Their delivery people do NOT need to be working, entering multiple spaces, or travelling. As a front-line hospital worker, this really upset me. I need to be supported in my job and it seems rather pathetic that structube could not find a way to hold the furniture, or allow a FULL refund (including delivery) so I could repurchase after the pandemic. It is so inconsiderate in a time of crisis. We all need to do our part and Structube could afford to be more flexible on its policy. They did not honour their commitment for in home delivery and are faulting me for it - although it is NOT my fault. Delivery in this time compromises my health, the health of their delivery people and potentially the health of my patients and the public. It's unfair that I work in the front lines and now have to forfeit an extra $100 to protect the public's health because structube has such a terrible policy. At a time like this, the last thing I need to worry about is a sofa being stuck outside my door...or lose out on $100 when I am now the only remaining member of my family who is employed and my income is not enough to support us all. I am risking my life to work and feel so upset to be in this position. This should be a non-issue. I am so disappointed and shocked by this.

I bought a lot if furniture from this company over the years and it was all good until I bought a mattress.
I bought the mattress in October 2018 and it was fine until recently it started sagging .
I contacted Structube and asked for a return.
First they approved the return and the next day they called and emailed saying it only has a warranty for one year but their website clearly says 10 year warranty.
Their customer service is very poor and lame.
I called back and emailed that it has warranty and they say it's only one year and they do not stand by the 10 year warranty.
Therefore they are false advertising the warranty.
I had back injury years ago and this is really affecting my sleep.
It's a horrible company to deal with and I did not know that until now.
I will be going to social media and expose this company that is just a fly by night.
I will never buy anything from this company again.

On February 19, 2020, I ordered two productss of the 3-door sideboard model called "MOBY" and sectional couch 'cameron' for $1342.44 from an online Canadian store of Struc-Tube Ltd, d/b/a "STRUCTUBE" (hereinafter referred to as STRUCTUBE). Both the products were defective. The defects could only be detected once the furniture was taken out of the packaging and assembled. I was difficult to assemble 'MOBY' and only at the last step, the defect could be noticed. Due to the defect, the doors could not be attached to the unit. I contacted STRUCTUBE same day after delivery and requested an assembled product in exchange for 'MOBY' or refund and exchange for 'Cameron'. However, STRUCTUBE refused the request for 'MOBY' and indicated that to be eligible for an exchange, the furniture needs to be unassembled and then new product needs to be assembled by the customer. Its defficult to assemble/unassemlble the product. *** (customet service Rep.) advised if I cant unassembled the product then keep the defective product! like Seriously!! the customer service people were very unhelpful. I am shocked that STRUCTUBE would trouble their customers with all that hassle, without accepting their mistake. Structube Needs to take responsibility for their defective products and provide clients with better service. I need either assembled unit or full refund of products.

I have returned a couch I purchased from Stuctube for over $2000 and they did not give me my refund.
The couch was picked up by their delivery truck 2 weeks ago and they still didn't give me my money back.
The customer service is giving misleading information, at first, they said, I get my refund as soon as the couch is picked up, after it changed to 7 business days from the pick up and they keep changing the date when they are going to refund me.

Structube sold me damaged bar car which I picked up and assembled at home. They refuse to deliver replacement as I cant fit cart in cart now!
I recently purchased a bar cart for a gift for my parents for Christmas. Once I picked it up, assembled it at their house, we noticed a defect on the item.

I called online and local store and they refuse to deliver a replacement for it and forcing me to drive back to store for exchange. The bar cart has been assembled and no longer fits in my car so I cannot bring it back!

The company will not refund a purchase of a bed that the footboard is splitting in half. The bed in 6 months old and the warranty is 1 year.
I purchased a bed for my guest bedroom from Structure in 2017. The bed cracking in half while I had guest sleeping in the middle of the night. They replaced it for a new bed and I upgraded to a more expensive product in May 2018. After 6 months sitting in my guest bedroom I noticed the wood on the footboard cracking down the middle. I contacted the company and they claimed that due to the humidity in my household during the Winter months they cannot refund the product and therefore the warranty is not applicable. I have not even owned the bed during the Winter as well as I have had no damage to any other products in my household.

I attempted to review the product on their website and then review is not being posted. Therefore I believe they are filtering their reviews to only allow their products to have good ratings. This is unethical.

Purchased product in May 2018 order *** but this was replaced by product ***
Contacted them regarding the damage on December 12, 2018 by email. They contacted me back on December 16, 2018 with this reply Hi ***,

Thank you for your patience.

Regarding your *** bed, due to the humidity level in your home during the winter months it may cause the wood to crack is not treated properly.

It is for this reason we can not accept the return of your bed. I have attached the "Wood Furniture Care" document that can also be found on our web site (bottom of the page) under the
"Clean and Care" section.

Please refer to the HUMIDITY AND TEMPERATURE CHANGE part of the document.

Thank You,
***

I purchased the product using a credit card

Terrible customer experience
We placed an Online order *** through Structube totalled $2900 in August. We paid the full amount but all the items delivered in November. First, we noticed one of the box was damaged (looks like a returned item). We opened the box and of course, the dining chair was broken. We then opened the dining table box and found out a big crack on the corner of the table and my son had a splinter from it. We were totally disappointed on how lack of attention Structube management and what on earth that they could just throw a returned package to another customer. We exchanged the dining chair at the Burnaby local store and requested an exchange. We waited for another month and the new dining table came today. My husband had to take a day off today and waited for the delivery people. Both my husband and the delivery guy opened the box and found out the new dining table top had a scratch so they took it back. Now we are stuck with the old "cracked" dining table. We are totally disappointed and frustrated with this terrible customer service. We filed 3 complaints to Structube and there is NO resolution.

I ordered a bookcase which was damaged in transit. I contacted Structube to get a replacement. It's been 3 weeks and no replacement has even shipped.
I placed Order #*** on October 23rd and when it arrived one of the pieces (Piece I) was damaged in shipment. I called immediately on November 13th to report the damage and to try to procure a replacement piece. I was advised that the piece was in stock in the Structube warehouse and would ship out within the week and that I would receive a tracking number. The next day I called back to confirm that the replacement order had been placed because I had not received a tracking number. I was advised that the replacement order had not bee n placed and was asked to provide further information and send pictures of the damage - which I did on November 14th. I was again advised that the piece was in stock and would ship on Friday. Since then, I have yet to receive a tracking number. I've been told on numerous occasions that this will be looked into and I will receive a follow call. I never receive any more information and the item still has yet to ship. I've asked to speak to a manager and been refused. I've asked to contact the warehouse and been denied. Over and over again I'm told the replacement is in stock and that there is no reason for the delay, but it's been 3 weeks and I've been given no answer as to why there is a delay, what the issue is, and when it will be resolved.

Because we assembled items, Structube denied return+refund, but damage is not seen until post-assembly. Exchange & Return Policy is unreasonable.
On January 26, 2018, we purchased two (2) units of the 3-door sideboard model called "MOBY" for $1218.14 from an online Canadian store of Struc-Tube Ltd, d/b/a "STRUCTUBE" (hereinafter referred to as STRUCTUBE). The order number for the purchase is #***. The units were defective and damaged. The defects and damage could only be detected once the furniture was taken out of the packaging and assembled.

We contacted STRUCTUBE three (3) days after assembly and requested a return and refund. However, STRUCTUBE refused to allow us to return the furniture. STRUCTUBE indicated that to be eligible for a return and refund, the furniture could not be assembled and we were required to call within seven (7) days of delivery according to their Exchange and Return Policy. This Policy was not on the Invoice nor in the Terms of Conditions on purchase. However, the damage and defects could not be detected until the units were assembled.

We are appalled that STRUCTUBE would subject their customers to such an unconscionable policy, without consent, especially when defects with furniture are often not noticeable until the furniture is assembled. After a significant amount of back and forth with STRUCTUBE, they still refuse to take responsibility for their defective products. STRUCTUBE refuses to allow us to return the defective furniture.

I ordered the 71 Reno dining table in July 2017 from the Merivale Structube store. At the time, the ETA of the table was September 2017. Then it got pushed to October 2017. Then to December 2017. Then to January 2018. Then to February 2018. Now to the end of March 2018.

I had to find out about each delay by going on the Structube website and seeing the estimated back in stock date. I then called the Merivale location who confirmed the delays but were never able to actually clearly explain to me the reason for the delays. The employees I've spoken to have made guesses about the wood needing to acclimatize or perhaps being damaged upon delivery in Canada but cannot confirm anything for sure. Do the manufacturer, warehouse and stores not communicate'

I don't understand why compensation is not being offered to me at this point. I am going on 8-9 months of wait time, and who really knows how much longer. The *** has told me there is nothing she can do. I asked if someone she reports to could make the decision to offer compensation. She said no. Doesn't Structube have a head office? Wouldn't there be someone there who could decide to compensate customers who have seen their orders be delayed this much?

I am highly disappointed and frustrated with Structube and the company has done nothing to help, or even explain.

***
Product_Or_Service: *** dining room table

Safety concerns related to multiple product failures. No response from Structube after repeated attempts to contact them for answers. Product summary
In late October 2017, I purchased a *** Bookcase and *** Dining Table from the Trainyards location. Upon delivery I assembled as per instructions and encountered the following issues:

- the hardware for the *** bookcase broke when following instructions.

- the legs for the *** dining table collapsed on 2 separate occasions and on two different legs. The second occasion, was after I had gone through the effort to replace the first faulty leg at the trainyards store.

I have sent emails to the store directly regarding this matter, and they have been helpful in exchanging and refunding items, but are unable to address the underlying safety concerns with respect to the quality of these products that I have encountered. I am lucky that I have not suffered more harmful consequence as a result of the failure of these items.

I bought a $1400 *** couch (floor model) in September 2017. We were given a 10% discount because it was the floor model and told it was sold "as is", however, their standard warranty would apply. There was no visible issues or loose fabric on the floor model.

After STRUCTUBE delivered the wrong couch and left us without a living room for several days, we finally received our order. There was no compensation or discount offered to us (ie free shipping maybe) for this inconvenience.

We probably would still have shopped again at STRUCTUBE, except, that after only two months, by November 2017, the upholstery on the couch is completely warn out and started to look like an old frayed terry cloth towel. The material is also very obviously stretched out and no longer fits the foam cushions properly. Within a few more months, I anticipate the material is going to be so thin, it will wear through.

After contacting STRUCTUBE, with photos, we were told this was normal "wear and tear" and will not be covered under warranty. They did not offer to come look at it, or any other options.

Structube warranty states it doesn't cover "cover regular wear and tear, discoloration due to exposure to light, misuse, shrinkage or peeling of materials, or abusive wear."

We feel, after 2 months of use in our child-free home, even with a dog, there is no way any couch worth $1400 should look this bad. The fabric was prefect when it was delivered, two months later - piece of junk.

STRUCTUBE offered zero compensation and no options but to just live with it.
Product_Or_Service: *** Sectional (Right Facing)

I can't imagine this company will be in business for any longer given their customer service. ***. I've spent thousands of dollars at this store over the years and I will never go back, after a recent incident with a faulty product where they initially refused to remedy the situation. When they finally relented they lost the info on my file TWO times. I've spent hours out of principle trying to get them to do the right thing.