Structube - Richmond

Bad experience from purchasing the furniture from Structure. I bought the Tito bed from Richmond Structube on July 2021 , but I was waiting the delivery more than half year and I did not receive any email to inform me about the delivery. I asked the staff 3 times about the delivery, they had so many excuses, such as flooding and snowing. Finally, I requested the refund, No bed in my room more than half year. Sigh……

Definitely the largest showroom I've been to in the Vancouver area. Found the chair I've been looking at online and tried it out. Also found many other pieces I was curious about. Hours are short especially if you want to check it out weekday evenings. But overall recommended because it's a huge showroom with all their major pieces on display.

I had a great shopping experience where I was immediately greeted and warmly welcomed upon entering the store, the guy with the beautiful French accent, as I don’t recall his name, was very friendly and helpful. Even upon loading my purchase into the vehicle he offered a helping hand which is highly appreciated. I have been to other location and the customer service was mehh. So I would definitely recommend visiting the store located in Richmond!

Great deals! Keep in mind the Richmond location is the “mega” store. Unlike the other locations that are much smaller! Yes you do have a lot of delays on delivery date. Now with covid it’s even longer. Quality however is not the best depending on what you want to purchase. The prices defiantly speak for the product. Staff are nice and friendly. No pressure since there is no commission for upselling. Either way they are doing a great job with modern furniture!!

Buyers BEWARE of their sofa with health risk! We bought this sofa named FANY via online store, after a month of waiting for delivery, we got it assembled and started using it, from day one we were having the skin itching and allergy reactions while sitting on it especially during sunny days, this issue was never getting mitigated after months of breaking in, and Structure refused to do anything about it, buyers do yourselves a favour and please do not use money to risk your health on their products, shopping with them was surely a big mistake and their product quality is such a joke!

10/10 amazing customer service by Lin, one of the sales reps at the Richmond location. We had a damaged item in our order and she was able find us a replacement that same day! She was informative, professional, enthusiastic and helpful with all our questions. She assisted with our online orders as well and really cared about the service she was providing. Overall, Lin has made our shopping experience at Structube a good one, would come back.

Thanks to the help of the Manager, Isaac, and Ava, I was able to return my damaged couch for an exchange hassle free. Ava was really good about getting back to me via email, and when I called the shop to confirm everything the manager got back to me within 24hrs. Isaac was also really on the ball with everything and made the exchange super easy for me to do - very helpful. The only downside to this whole experience is the delivery company these use.

This review is not about this particular location but the online store. I bought two open-box nightstands online. Open box products are fully functional and only with minor defects, at least that’s what they say. But when I received them, one of them had pretty bad structural damage which didn’t cause during shipping.As you can see from the picture, the side wall is not properly aligned and you can see a nail hanging out. Because the side wall is not aligned properly, the bottom drawer does not work. This must have been caused by improper installation. They say they inspect all open-box products, which doesn’t appear to be the case here. I contacted the customer service and they agreed to refund the one with the damage. I still like the nightstand so I asked to just replace the damaged one with a new one or another open-box item. They cannot send a new one, which I understand. But they also say they cannot send an open box product because they don’t have inventory info. If I still want another one,I need to place another order online. Fine. More work for customers for their mistake. I found one still available online so I attempted to place an order. But now that I am buying just one nightstand, it does not qualify for a free shipping. I contacted the customer service again, thinking they should pay for the shipping ( which is not cheap, 70?80?). To my surprise, they refused to cover it. So the only options for me were 1. stuck with just one nightstand, 2. pay extra 80 dollars for their mistake. I decided to keep the damaged nightstand. I have bought several things from them before, but I will never spend a penny on their products. EVER. The customer service doesn’t care about customers or so dumb that they called me 5:30 in the morning!! It might be 8:30 in Quebec but there is a thing called Time Zone.