Business ProfileforStructube

The recent history of this issue began on April 19/24 when my husband took the bed frame out of it’s packaging, which caused my eyes to burn whenever I walked by it. It was then we noticed a strange smell. Thinking the odour would dissipate we left the frame to air out in a larger room for a few days before installing it in our bedroom. Once my husband set up the bed frame, we continued to notice a strong odour coming from the fabric. Our bedroom being much smaller, it was very noticeable and we had still not used the bed due to the pungent odour. My husband tried to air it out by leaving the windows open but the smell continued. We kept the bedroom door shut as the odour irritated my nose to such a degree that my nasal cavities started swelling from inflammation caused by the odour, making it very difficult to breathe. Along with the breathing problem, I started experiencing headaches and a sore throat. I wore a mask around the house but the problem persisted. On April 27/24 my husband called Structube and was assigned a case manager named ****. She contacted us the same day but we were not available and did not speak until the following day We had a polite conversation on April 28/24, and she requested details of the situation over the phone and requested to email her complete photos of the bed frame which we obliged the same day. **** emailed us to inform us that the Claim Dept. will be reviewing the case and they will follow up with us. On May 1/24 (3 days later) my husband had to contact Structube again, as we had still not heard from them. **** returned our call and informed us that the claim team said we should use the frame for a month before attempting to return it. Completely disregarding my health issues and their product which was causing it. After a lengthy phone conversation **** said she will get in touch with the claims team right away. We called again on Friday May 3/24 because we still had not heard anything from Structube regarding a solution. A medical practitioner had told us to get the product out of the house immediately, or it can trigger worse health issues. My husband at this point had lost his patience and we were both incredibly frustrated at the lack of customer accountability and disregard for my health issues caused by their product. It was clear we were going to get no co-operation and that they were giving us the run around. A very tense conversation took place due to the fact that we felt we were being misled. At which **** repeated that this smell is, “normal”, and my husband retorted, "it is not normal". I have never had a reaction such as this from any product we have ever purchased. My husband continued to ask to speak to a manager or supervisor to which **** repeatedly said there was no one above her and that she was the manager. She said she would contact the Claims Team immediately and get back to us that day, she did not. On Saturday May 4/24 my husband called Structube customer service again and asked to speak to an actual manager. We were told we would be put through to one, but instead it was **** who called us back and that was the conversation where she suddenly blurted out “sir you are calling me bad names and I don’t appreciate that. I am acting professionally with you”. This was an outright lie. Throughout our conversation I had asked many times to send a truck to pick up the item and stated, if you are the manager as you attest, then make a decision and send the delivery truck. ****’s response was, we cannot accept your return at this time, and wait until Monday. So being a professional at Structube is, lying about your customers, lying to your customers, giving them the run around for days, disregarding a health condition brought on by their product, and misrepresenting yourself. On Sunday May 5/24, we received a call from ****, where she offered us a store credit which we rejected, and for the 7 or 8th time we requested our money back. Monday May 6/24 I received an email from the claims dept.stating they have reviewed our request and a customer service representative will get back to us shortly. On May the 8/24, **** called us again and stated they can only offer a store credit and that is the final decision. The same store credit we rejected days before. Again we requested to speak to an actual manager/supervisor for more than the 15th time but were refused out right. We do not want a store credit due to the hassle, the run around, the lying, the obstruction and the abysmal customer service we received. If we have another problem with their product, they have proven they could care less about their customers. We expect to be treated fairly and dealt with in an expedient fashion, not the nonsense we have received. Our last call from Sturctube was on May 9/24 from the Escalation Department. He informed us that we can accept their offer of a store credit or they will close the case, take it or leave it. He said he has other customers to deal with and he is very busy. I repeatedly asked to speak to someone higher up but was again refused. We informed him that we will be reaching out to the ****** ******** ****** and his response was "fine". Throughout the multiple phone calls, follow ups and days of waiting, Structube had continued to refuse our requests to speak to someone who can actually make decisions. They lied throughout the conversations, saying that there was no one above them, falsely accused my husband of name calling, and throughout this entire process none of these communications were done via email so no record would exist. This was our unfortunate experience with Structube online. So we are asking the ****** ******** ****** to step in on our behalf to help us get our money back and to make them accountable to their patrons. Below are the details of the Company. Structube 3300 Autoroute Chomeday Ouest A13 Laval, Quebec H7X 0G1 1-877-721-3787 Thank you. Regards, ***** ******** ************