Structube Richmond Hill

Hello, I visited Richmond hill store today to pay my balance and make an appointment of delivery for me recent purchase. the lady staff at the desk was very rude. Her unkind response baffled me. After I gave my document to pay balance, I mentioned " I also want to make an appointment for delivery". Even before I finish my words, she retorted sharply " You need to pay first." What kind of response it was!! I was so embarrassed and angry. It was just a 5 mins. visit but it was awful experience. I wish structube cares for customer service,if so, they need to do something. However, I don't think I revisit this store any more.

I was told to buy an in person from the store for better customer service than online. I am busy with an issue on the sofa I bought . They told me to send some photos. Then try something else and contact them if there is an issue. After many emails, photos and videos, they don't even answer my email. My online experience was much smoother and faster than dealing with this store. Like

Tired of the ugly game this business has been playing with us over the past 3 months back and forth!!!.... _ Ordered queen bid and nightstands in store, received a different one than the one they put up in the showroom as well as defective bedside tables with a different veneer color, kept the bed and later when I found out how different than the show room sample was, the return window time was closed. _ Ordered dinning table and again received an unfinished product, missing the smooth gloss finishing with sand marks!...heavy stuff...returned and wasted a lot of time in the process!! _ Can you believe I committed the mistake for the third time!??...YES, we did though my wife was against it, saying that she cannot trust them any more and ordered another dining table together with the bench! Guess the face shape after we received it 2 days ago?!..........different color both table and bench!!!.....Do yourself a favor and save your time and energy!!!

Structube is the most ridiculous and horrible furniture company i have ever purchased from. Not only do they not have a proper complaint team/ system to handle customer services issues properly. They lack professionalism and understanding. Most importantly, their little scamming scheme. I placed an order for the infamous RAVEL bed frame, after months and months of delays and no updates. The bed finally arrives in which they just chuck on your drive way and leave with zero consideration or hesitation. After installation, we noticed that the bed was damaged, there were bubbles on the side parts which were caused by the fabric separating from the glue. I contacted customer service and the lady who started the case assured me they would only be replacing the damaged 2 pieces and not the entire bed. A few more months pass along, i am finally contacted by a member over the phone saying the RAVEL bed is finally back in stock. They can schedule a date to do the exchange. They gave me very specific instructions that I had to disassemble the entire bed and put the pieces back in its original packaging (most certainly do not keep the packaging lying around for fun) and have it ready for the delivery service to pick up the damaged bed and drop off the new bed the same day/ same time. As many people who live in a condo understand that things like this are a huge inconvenience with timing and space. And not to mention the amount of heavy lifting it is for someone who lives on her own. I simply do not have the real estate or time to disassemble the entire bed on a random day. I delayed my move-in many times because of Structube, i had to move the bed in first before any other future. So now, for me to redo everything i already did is simply not reasonable…..how can you ask customers to incur additional costs to hire movers AGAIN to change the damaged bed that you delivered them. I suggested many reasonable alternatives, - if the movers can come back another day to pick up the damaged bed so it provides me more time to get assistance - can they just replace the two damaged pieces alone - compensation for hiring movers to do the lifting In which all my alternatives were declined, Structure was not willing to listen to my concerns or difficulties and simply said exchange it or beat it with the same automated messages. I asked several time to speak to a supervisor and they said not possible because they do not have supervisors. Sure, the ravel bed frame looks nice but i assure you, you do not need this kind of headache from a company. Lastly, I also want to point out, when you place an order online, Structube charges you the full amount in which the estimated delivery date is always pushed back with no communication. You are not looking at a few days of a delay, you are looking at 9-12 months + of a delay…… Meaning, if you run into any issues and can’t come to an agreement (highly likely), a charge back with your credit card is not possible because it would have been past 90 days. This is how Structube is scamming their clients and withholding their money for product that they cannot deliver or that is delivered damaged. Structube will provide absolutely no resolution because they know you are stuck waiting for the item and credit card company can provide no assistance. Good Luck to future shoppers! It will be a blessing to see Structube be out of business in Canada. *UPDATE* tried to leave the same review on the structube website and come to realize they are even shadier than i thought. They only approve and post the good reviews and not the bad, there are ONLY 5 star reviews to be viewed. Sketchy ????? Shocking.

I am thoroughly impressed by the incompetence of the staff at this location. I had ordered a chair for pickup last weekend and was told it would take two to three business days to be in store. After four business days I heard nothing back. I decided to give the store a call and they told me my order was ready for pickup. Upon my arrival the woman who I believe I spoke with on the phone told me that my order was in fact not ready and she doesn't know when it will be at the store, hopefully next Wednesday.

On August 8, 2021, I purchased the Velvet Loveseat "Roy" in Blue from your Richmond Hill, ON store (45 Red Maple Road). The Sales Associate (#3226) assured me the love seat was brand new as a previous customer had purchased it and then changed their mind. We picked up the love seat last night and when we opened the box this morning, I can assure you the love seat is NOT brand new. There is a missing furniture button on arm, the 3 of the 4 legs already had felt anti-scratch furniture pads, the legs were scratched and the box label says “Green” not “Blue”. Clearly, the loveseat was USED and the store resold it even though the Manager reassured us she thoroughly inspected it. What I find most disappointing is the Regional Manager called to try to rectify the matter by offering to provide us with a replacement nail and then "threw" in 10% curtesy discount. Needless to say, we are returning the loveseat and I will be searching for a new one for my very disappointed 11 year daughter.

although I like the display of the store, but I can't forget the awkward moment of my last visit at the store. I & my family bought sideboard & dining table from Urban barn online. waited over three months for the delivery, now the time has come closer, so we went to explore the store for some decor. Finally, We noticed a gold wall mirror with a price tag, maybe the best match for our dining room, we asked a staff nearby and mentioned we like the mirror very much. He got exciting, told us it's a great mirror, he have it for his home as well, but its heavy, he also spent a minute to explain how to make it secure on the wall. I said i'll take one, if it's in stock, it's better, i'll take it now, if not, we can wait, please order one for me. because our sideboard & dining table haven't delivered yet, and this mirror is our best find so far. He replied: "it's not in stock, and we don't sell it anymore, and we don't sell the floor model". then he just left us. My family stood there look at each other with speechless.

Plenty parking. Very clean and organized. They have lots of nice displays and beautiful furnitures. But the staff was busy chatting at the counter on their own and no one approached me to ask if I needed any help.