Structube

Just picked up my pedant from Metrotown from chubby, not so tall, impolite Caucasian man. I went up to the counter and said I am here to pickup my order. He did not look at me or said anything, but just said "phone" after a half a min. He passed me the receipt and gave me a pen but did not said anything again... I assume I have to sign it He then went straight to the stockroom to get the item. He came out he passed me the pendant and held the receipt up in the air with his middle finger the and nail of his index finger. (Again, without saying anything) I asked "is that it"and he said " ah hum "I said thank you softly and left. I understand structube is not all about customer service given their price line. However, I wasn't expecting such unpleasant encounter with their staff as the tall Asian man who sold me the light was extremely helpful and polite afterall. I also have doubt with their system as I have waited 4 weeks (3 weeks as estimate) for the pendant to be delivered from Montreal and called them this morning to check with the status. The phone staff told me it has been delayed and shall email me at around 1-2 weeks. I then received a text saying its ready for pick up after an hour.

Bad quality of sofa bed. After a year and half of use, LOIS sofa foam got ruined. We don’t have any pets or child at home. It has become so uncomfortable that we can no longer use it for sitting or sleeping. Upon complaining to customer service, all we get is warranty is only covered for a year. Don’t buy anything from them, it will supposedly last only for a year

We recently got a damaged piece of furniture delivered and Anu from Station Square location went above and beyond to help us. She provided perfect customer experience for us by managing the pick-up of our damaged piece, following up and communicating updates of the arrival of the new piece, and inspection, pick-up, and even loading the new piece to my vehicle at the store! She can definitely be a great example when training new sales associates for other locations too. Thanks Anu and Station Square team!

Deliver is FREE for a reason. The website NOW states that items will be left at front door/lobby. When we purchased our items, we were NOT advised of this. We found out the DAY the items were dropped off and just LEFT THERE. When such an important change is made to shipping, customers should have been notified. What if they were elderly and unable to bring the items up themselves? or if they had some kinda injury and needed to make arrangements to have someone come help them. Also ZERO notice was given as to when the delivery would be done. They just called the day of and said the items would arrive that day. wow... great advance notice. We had ordered a book shelf (which was extremely heavy) and a printed chair. Both requiring assembly - which was fine. The hardware that came with the chair I bought were greasy and dirty. There was black grease all over my hands after touching it. And it ended up transferring onto the fabric on my chair since i didn't know my hands had gotten dirty!! The bookshelf is beautiful though and quality is great! (hence the ONLY star this place gets) All in all, would NOT recommend or be purchasing from this place again unless it was for a small item that requires no assembly. If anything, I'd just go elsewhere like The Brick.. where i've had nothing but positive experience with.

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!

I’ve read google review comments, and this has given me even more reason to write a review. I visited the Structube Burnaby location and I’ll be honest I was a bit leery based on feedback presented. I was greeted by one of the staff members and asked if there was anything I was looking for or needed any assistance. Perfect. Exactly what anyone would expect. We saw a dining room table which we thought would be perfect for our space. We spoke to a gentleman named Brian. He was professional and informative with details and answered all our questions. We wanted to secure the item and wanted a delayed delivery as we couldn’t receive the item right away. Brian was so accommodating and helpful with getting this arranged for us. We needed to delay our pick up and we were concerned this would be a problem. Brian reassured us that he wanted to make an accommodation for us which is such a pleasure in time sensitive situations. We were so happy with our experience that we opted to get a matching item for our dining table. We received a follow up regarding our order, and received clear details instructions on what next steps looked like. Brian if you are able to see this, thank you for your time and we really appreciate your customer service.

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.

The whole purchasing experience is a nightmare! And this company shows no caring for their customers at all. Frankly speaking, I like the design of Structube furniture. That’s why I always stop by The Metrotown store and just to see if we need anything. This March, I finally decided to get rid of my old dining table and purchase a new one, I went online and ordered a KOTAI table which is an acacia wood dining table, 3 chairs and a bench, and an acacia wood bookcase. I can’t imagine this is just the beginning of the nightmare! I waited for about 2 months before they shipped my order, which I think is not that bad considering the difficulties of logistics. When I finally received and installed them, I found the issue. Chairs and bench are fine so far. The bookcase is supposed to have wooden pieces and brackets, but I only received several pieces of wood but no brackets??? They said they would ship the missing parts to me, well…..still waiting. However, the dining table is the one that makes more headaches. Our family just ate one time on it, and the kid dropped one drip of egg yolk on it, the stains were left on the table forever!!! I called customer immediately and they asked me to send them images through email. I did everything they told, trying to get rid of the stains but it’s not working! I went to the Metrotown store, the guy told me that I should’ve covered the table with waterproofed table clothes. I looked around and I didn’t see a single table covered by table clothes. How would I know that I should cover a $800 table with plastic table clothes without receiving any heads-up that the stains will be left on the table forever if I didn’t do so??? Isn’t the dining table designed for dining and should’ve taken oil, juice spilling into consideration? Then for the next couple of weeks, I was trying to explain the whole situation and asked for an exchange. They went back and forth tried to weasel out! Finally I have to turn to BBB for help. Still waiting for their response. However, my point is, if you are buying a furniture for cheap price, go IKEA. DON’T come here unless you want to experience such nightmare like I do! I can’t believe such company with such terrible after sale customer can live this long.