ComplaintsforStructube

• Initial Complaint

  16/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought a couch in May 2023 for $2,499 from Structube. As soon as we bought I noticed that the pillows/cushions needed a lot of fluffing to retain their shape. In addition, we would find random feathers here and there. Six months later, the cushions have not held their shape and when we sit it is hard. In addition, the feathers are poking through couch so much so that you feel them when sitting or laying on the couch. Mind you, it is just me and my partner using this couch. Very little wear and tear. I reported the issue to Structube, the initial assessment was deemed out of warranty. I escalated it and it was deemed "wear and tear" and that my case was closed. They did nothing to assist us with this issue and pushed the issue back on us. There is a clear quality issue with the filling and lining of the cushions. Our desired outcome was an exchange or refund, we spent a lot of money on this couch expecting it to last us years of use. It is difficult to fully see the issue in photos. I asked if a tech could come see it. I was denied.

  Business response

  30/01/2024

  Hello,

  Please provide us with your order number as well as additional pictures because the ones provided do not show any signs of manufacturing defects. Here are the features of the product as well as our warranty policy (both found on our website)

  Features
  

  Frame: Pine wood and plywood
  Seat cushion: 60% feather, 40% polyester fibres
  Back cushion filling material: 60% feathers, 40% polyester fibres
  Back and seat cushions cover: 100% polyester
  Polypropylene legs
  Back cushions are loose
  Seat cushions are loose
  Upholestered furniture containing feathers is not for everyone. While offering superior comfort more care is required; fluffed regularly and the loss of feathers due to the nature of the fine quill is completely normal.

  All STRUCTUBE products carry a one (1) year warranty unless otherwise specified. Valid from the date of delivery or pick-up. The warranty applies to manufacturing defects only. Our products are not intended for commercial nor industrial use unless otherwise specified. This guarantee does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discoloration, shrinkage, fabric pilling, misshapen filling materials and stains. Products that have been stored, assembled or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. This guarantee does not apply if the product has been placed outdoors or in a harsh environment. This guarantee does not cover consequential or incidental damage. This guarantee does not cover liquidation and final sale items. The original receipt is required for all claims and is non-transferrable.
  Goods requiring assembly need special care when handling. Inspect all parts and hardware BEFORE assembly. Valid part and/or hardware claims must be made PRIOR to assembly. Damages resulting from assembly errors and/or mishandling of parts, most notably scratches, are not covered by this guarantee.
  You may have consumer rights under applicable federal and or local law that supersede aspects of this warranty. This warranty does not, in any way, supersede the rights given to you by law. As such, these exclusions or limitations may not apply to you.

   

  Thank you for your patience and understanding.

   

  Best regards,

  Customer response

  30/01/2024

  
  Complaint: 21152169
  
  I am rejecting this response because: 

  This is a quality issue with a product you have sold us. 

  As per the original message sent, it is just me and my partner using this couch. It should not be in this condition after 6 months for a $2500 sofa. I should not sit down and feel the hard bottom of the couch no matter how many times I have fluffed this cushion.

  It is unethical to sell consumers products knowing they will not last long term and deny consumer warranty claims by casting them as "wear and tear". 

  Structube please stand by your products and their quality and offer a replacement solution. 

  Sincerely,
  
  ****** *******

  Business response

  05/02/2024

  Hello,

  As indicated in our response, please provide us with your order number as well as additional pictures because the ones provided do not show any signs of manufacturing defects.

  Thank you for your patience and understanding,

  Best regards,
  

   

  Customer response

  05/02/2024

  
   
  Complaint: 21152169
  
  I am rejecting this response because:
  
  Order number is **********.
  
  The photos attached clearly show a thin cushion that when you sit down you feel the hard base of the couch. No matter how many times you fluff it, 
  
  The cushion cover is loose as well indicating poor filling. 
  
  I have attached additional photos. 
  
  Also, the specs on the couch are rogue feathers. 
  
  Again, this is not wear and tear, a $2500 couch should be able to withstand 2 average weighted individuals over 6 month period.
  
  Please take accountability for this poorly made product. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  16/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a table from Structube. Within 3 months of buying the table, cracks have started to form in the table. Visible cracks you can see through. I asked for an exchange but was met with non-responses from support blaming the temperature of my climate-controlled apartment. I no longer want this table and Structube refuses to come to any amicable solution to my broken table.

  Business response

  30/01/2024

  Hello,

  Can you please provide us with your order number so that we can investigate?
  

  Thank you for your patience and understanding.
  

  Best regards,
  

  Customer response

  01/02/2024

   
  Complaint: 21151959
  
  It is ****************
  
  Sincerely,
  ***** *****
  

• Initial Complaint

  12/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had ordered a rocking chair with Structube online (as I'm six months pregnant); the estimated delivery was in mid December of 2023. I received a text message on January 4th 2024 that alerted me the chair was now available for delivery and that I should choose a delivery date out of five days offered to me. I chose Wednesday, January 10 and was alerted that the delivery time window would be between 9am and 1pm that day. I got a call that day around 8am from an unknown Montreal number - they did not leave a message. I decided to call back, and it was a delivery guy who didn't identify himself by name, telling me that they had an accident and could not deliver the chair that day and that "the office" would contact me to reschedule. He then hung up on me. "The office" never called me back that day or the following day. I called the delivery guy the next day and asked why nobody called me; he said they were planning a delivery for Friday but that "they didn't have my number." I think he was from "********* ******" as that was on a text I got today. I told him that nobody had informed me. It all was unclear, so I finally called a number that I had received from Structube via the text message and told them about the occurrence and accident. I asked why nobody had contacted me from their office, and they said they were not made aware by the delivery company that there had been an accident, even though this was supposed to happen. I told them the days I'd be available for a delivery and that I would not be available that Friday due to work and appointments. They confirmed and said they would let their logistics department know, and get back to me. On Friday morning a delivery came unannounced with the chair. Structube didn't inform me; and apparently didn't call the delivery company to coordinate dates. I was on the receiving end of this mess. I'd expect a partial refund in recognition of dealing with this issue for two days, for my time and stress, and an explanation!

  Business response

  16/01/2024

  Hello,

  We apologize for the issue. We will investigate immediately with the local transporter. One of our customer service representative will contact you shortly.
  

  Thank you for your patience and understanding.
  

  Best regards,
  

• Initial Complaint

  12/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an online order for a Kali’s bed frame from Structube on December 16th, 2023 and received it December 22nd, 2023. Order number #**********. I’ve noticed the strong chemical smell coming out of the wooden piece of the frame while installing it and had a headache afterwards even the bedroom window was opening the whole time. After the installation, I had two fans running 24hours with window opening for a few days, the smell was still there. So I filled a return request on Structube’s website on December 28th and got the case # **********. I received an email asking for picture of the product on Jan 1st, 2024 which I provided the same day. I called Structube Jan 4th, 2024 as I didn’t receive any reply and I requested to have a full refund. Received an email from Structube on Jan 9th, 2024 saying that my refund has been approved but it will be credit note. I replied the same day saying I cannot accept as I’m not planning to make another purchase in the near future. Emailed them again on the early morning Jan 12th asking for the refund as I still haven’t receive any update. I have been sleeping in my living room either on the floor or the couch as I’m extremely worry about the chemical smell will effect my heath condition. It’s been 21 days since I first sleeping without my bed, I feel super tired and mentally exhausted. I would like to have some help to resolve this issue. Thank you!

  Business response

  16/01/2024

  Hello,

  We will investigate the issue. One of our customer service representative will contact you shortly to find a suitable resolution.

  Thank you for your patience and understanding.
  

  Best regards,
  

• Initial Complaint

  27/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Three pieces of furniture were bought on September 14 with one piece not available until December 4th. We were assured that we would receive them the week of December 4th, out of curiosity I checked with my tracking number and realized that the date had moved to after January 14th. We were expecting this furniture before the holidays as promised. Our order number is **********, I find this practice to be incredibly disrespectful, at the very least send an email to advise of a date change so that we can maybe make changes, sadly it is too late to do anything about it now.

  Business response

  04/12/2023

  Hello,

  We sincerely apologize for the delay. Rest assure that your item is currently in transit from our supplier overseas. One of our customer service representative will contact you shortly to provide you with your order status.
  

  Thank you for your patience and understanding.
  

  Best regards,
  

  Customer response

  04/12/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20921794, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******** ******
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Very disappointed. We had purchased the Carla dark grey sectional on Feb 19, 2023 ****** ************* The couch fits great in the room and did look great, However, after having it for 6 months we noticed the seams were starting to split where the cushions attach to the back, on the end of the cushions, side against the wall and on seat of cushion we don’t even use. We had contacted the customer service and sent them a number of pictures and we were told that it was normal wear and tear. How can it be normal wear and tear on a cushion we don’t even sit on or that is next to a wall? We went back to them numerous times (about being covered under warranty, a replacement, refund) requesting different options and was told it would be sent to the appropriate department, but were never told which department it was. It was like a back and forth tennis match. We asked for the contact number of management and were told it would be forwarded to the correct person and someone would get back to me. We received word from the case manager, *****, that the claims department declared it to be normal wear and tear and nothing more they can do. Their warranty does not cover anything. It was a lot of money to spend on something that is falling apart due to poor craftsmanship. We asked for upper mgmt contact number and was never provided. This company does not stand by their products. Very disappointed in this company. Cannot expect to be buying a new couch every year.

  Business response

  21/11/2023

  Hello,

  Can you please provide a couple more pictures of your sectional so that we can investigate further? Can you please confirm the locations of the tears?

  Thank you for your patience and understanding.
  

  Best regards,
  

  Customer response

  23/11/2023

  
  Complaint: 20840589
  
  I am rejecting this response because:

  you had asked for additional photos so you could look into it further. The tears are all along seams in many spots of the couch (along the end where the chaise part is on the top end cushion side where no one sits), in between where the top cushions meet at the top of couch frame, on the seams in between the couch cushions, along the seams of the far cushion on the seat where no one sits).  

  please let me know if you require anything further.   

  
  Sincerely,
  
  **** *****

  Business response

  30/11/2023

  Hello,

  Thank you for the additional images. One of our customer service representative will contact you within the next 24 hours for a resolution.
  

  Thank you for your patience and understanding.

  Best regards,

  Customer response

  04/12/2023

  ****** ******** *******
  
  structube contacted me and offered to return the couch and receive a store gift card in the full amount paid. The gift card will be received once the shipper receives the couch at the warehouse. We will accept the return and full amount gift card for store in amount paid. 
  
  I have reviewed the response made by the business in reference to complaint ID 20840589, and find that this resolution is satisfactory to me.
  
  thank you for your assistance. It is greatly appreciated. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  23/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased grey sectional couch on 6/9/2023 order # **********. Delivery came with 2 chaises instead. The first red flag was that our delivery window was between 1pm - 5pm the transporter called at 10am and said he’d be there in 15min. Luckily someone was home or who knows if we would have received our product as we selected the room of choice option. As I was busy my brother built the couch and called me once constructed to inform me the order was wrong. My mom called Structube’s customer care dep. The rep was unsympathetic, and useless in getting management on the line or correcting the issue. We were told we needed to fill out an exchange form even though we were not looking for an exchange their warehouse picker messed up our order. We were told a manager would call back in 3 business days. At that time the beige colour was in stock which would have been a suitable replacement as now the grey colour was not available till October. Our living room is completely unusable as we need to keep the original packaging, disassemble the furniture, even though this is Structube’s fault and we shouldn’t have to disassemble anything. As we are unable to use our space I called again. I was hung up on, and told there’s no manager available. Basically no one can help me until this manager returns my call even though my case has been approved. Now there are no suitable couches available till October. I had house warming gatherings planned for the summer and now have a mess in my living room and no couch. I’ve spent thousands of dollars with Structube and now will not give them another dime. We are looking for some type of compensation for the inconvenience and our money back or the couch we ordered. Waiting till October after already waiting over a month is unrealistic and unreasonable.

  Business response

  01/08/2023

  Hello,

  We sincerely apologize for the issue. The return is scheduled for August 2nd.
  

  Thank you for your patience and understanding.
  

  Best regards,
  

• Initial Complaint

  21/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A bedroom set with frame, night tables, chest/drawers was purchased on May 16, 2018 at a total cost of $1520.98. I would like to emphasize that we did NOT purchase a discontinued model. Since then the bed frame's legs have all collapsed and the bed is unusable by my 15 year old daughter. When we went to the store to seek replacement legs (or some solution) we were told there was nothing they could do and it's probably due to having been on carpet! After speaking to ********, ******** *******, she indicated that she would check whether spare legs could be provided to fix the frame. She went as far as checking for spare stock in her warehouse and mentioned that no spare stock exists and that the Versailles product (same model, new year) still exists but that they discontinued the old model and that the new one has new legs. She apologized for the "inconvenience" without offering any solution. I've asked whether she could check whether the Versailles distributor for Structube could supply the old legs as we do not want to purchase an entire new bedroom set. Since then all communication was ignored. We find it unfathomable that such a large distributor/company would have no support for their product and that Structube would have no solution short of purchasing an entire new bedroom set!! Even if the distributor has new legs for the new version of frame they should still have old legs available to support their older frame. We are seeking one of the following options due to the grief we have endured : 1. Supply a set of replacement legs and, at Structube expense, get the bedframe fixed. If this is not possible : 2. Replace the bedframe at their expense, including installation. A simple credit for a new bed is unacceptable as we have already invested lots of money for all the other items mentioned above. Unless they wish to provide credit for the full bedroom set... I have attached our original receipt as well as the interaction with the ******** *******, ********.

  Business response

  01/08/2023

  Hello,

  We are sorry to hear about the issue. Please note that our 1 year warranty expired over 4 years ago. Unfortunately, we are unable to get a replacement part because the supplier of this product no longer manufactures it for us.
  

  Please provide us with pictures of the issue. We will do our best to see if we have a replacement part.

   

  Best regards

   

  Customer response

  01/08/2023

  
  Complaint: 20356355
  
  I am rejecting this response because:

  As mentioned in the original response an entire bedroom set was purchased along with the bedframe/headboard. Even with a bedframe warranty of only 1 year, a manufacturer should still be able to provide options for repair, including supply of replacement parts for the frame, if not they need to supply a new frame.

  It is unacceptable to have no solution for repair for a bedroom set after such a short time.

  Given that :

  1. Structube has confirmed that they have no replacement legs available

  2. The legs are attached to the headboard and footboard (ie: they do not come sold separately)

  3. The bedframe, nails, and metal parts are a danger to our child

   

  I sent pictures to the customer but also attached a zipped version of these pictures to this reply.

   

  We expect that the only viable solutions are :

  1. Structube to replace this bedframe  (including headboard which is part of the frame) with the new Versailles version including labour to install

  2. Provide a refund of the bedframe, $749 + tax = $846.37

   

  We had to dispose of the bedframe due to it being dangerous around the house (exposed metal, screws, and wood)

   

  Sincerely,
  
  *** *****

  Business response

  08/08/2023

  Hello,

  The fact that you disposed of the bed leaves us no chances to see if we have a replacement headboard in one of our warehouses. Our second option was to see if the headboard could have been repaired. We were willing to work with you despite your bed being out of warranty for about 4 years.

  We have decided to replace your bed with the new version (please check product availability).A curb side delivery will be done. No assembly as well as no warranty on the new bed will be provided. Please confirm.

   

  Best regards,

  Customer response

  08/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20356355, and find that this resolution is satisfactory to me with the following caveats :

  1. There is no charge for delivery (we agree, however, to cover the installation cost)

  2. It will be delivered to our home, delivery person will place it inside the house

  3. While the merchant is not offering the standard warranty, the item must come with all parts, no defective parts and no defective materials. If the item is found defective at arrival or  observed within, say, 30 days,  to be defective  the item should be replaced at no cost to us. I expect this is reasonable to merchant but just want to be clear on that.

   

  The item we would like to have shipped is at this link :

  *******************************************************

  Product :

  VERSAILLES tufted upholstered wingback queen size bed, GREY COLOUR
  # 79.12.43.30

   

  ******* please advise as to the best number to reach you. I will touch base with you directly on finalizing plans for order/shipping.

  I appreciate the resolution to this issue.

  
  Sincerely,
  
  *** *****

  ***** * *** * ****

  Business response

  10/08/2023

  Hello,

  Our terms of the agreement are non negotiable. We do not accept your changes.

  Customer response

  11/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20356355, and find that this resolution is satisfactory to me.

  Can you please provide a contact person so that I can initiate the order and schedule a delivery time?

  I have been unable to reach anyone in person (unable to reach a ******** *******, salesperson, etc who is aware of this settlement).

   

  Thank you.

   

  
  Sincerely,
  
  *** *****

  Business response

  11/08/2023

  
  Hello,
  
  Our terms of the agreement are non negotiable. We do not accept your changes. Here are the terms:
  
  A curb side delivery will be done. No assembly (no assembly fee) as well as no warranty on the new bed will be provided. Only once confirmed will we proceed.

  Customer response

  11/08/2023

  
  As per my previous message from this morning, I have already agreed to these terms.

  However I would need a contact person that I can deal with verbally so that we can order the item and schedule a delivery time for when we are home.

  
  
  Sincerely,
  
  *** *****

  Customer response

  17/08/2023

  
  Complaint: 20356355
  
  I am rejecting this response because:

  I wanted to inform you that Structube has still failed to communicate or followup with me even after promising a bed frame replacement.
  
  Can you help me followup with this troubled organization?
  
  Thank you very much,
  

  
  

  Sincerely,
  
  *** *****

  Business response

  22/08/2023

  Hello,

  Attached is a copy of the release. The delivery date will be scheduled once signed by ******* *****. The delivery date will be scheduled via the *** platform so that all communications are centrally located.

  Regards,

   

  Customer response

  22/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20356355, and find that this resolution is satisfactory to me.

  Attached signed document.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  19/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I can't express how disappointed I am with Structure and their lack of respect to their customers. On June 4th I purchased a Nimes couch, an Arda table and a coffee table. At the time, according to the saleswoman the delivery date was estimated to the end of July, which we've agreed. Some weeks later we noticed that the delivery date changed to the beginning of September (products arriving in stock in the end of August). No one contacted us to provide an explanation or let us know things changed, we had to proactively monitor the dates otherwise we'd be expecting the products to arrive and it would never happen. Then, when checking today, the estimated "back in stock" date changed again, this time to 9/17, which means delivery in October, an extra month of waiting (of course, if they don't postpone it again). The initial 2-month delay became 4 months. I went to the store to enquiry about it, called them multiple times and all I get are evasive answers. Really frustrated, I've just bought a new house with my pregnant wife and buying furniture was part of a happy moment for us, I wasn't expecting it to become a nightmare, one more thing to worry about besides all other stuff we are having to deal with in this moment of our lives. We are even afraid that the baby may arrive before the furniture. I'll definitely think twice before buying from them again.

  Business response

  20/07/2023

  Hello,

  We sincerely apologize for the delay. We are following up closely with this supplier to make sure that they respect the shippment dates. Please take note that the estimated back in stock date on our website represents the next shipment in which you may reserve your item. Once all of the available products in a shipment have been reserved, the website will then indicate the date for the following shipment, so on and so forth. As such, our estimated back in stock dates change frequently. Please contact the store you placed your order alternative options.
  

  Thank you for your patience and understanding.
  

  Best regards,

   

  Customer response

  20/07/2023

  
  Complaint: 20342859
  
  I am rejecting this response because:

  Again an evasive answer. I am not checking the dates of the next shipments so I may reserve reserve my item as the answer states, my item is already reserved since the beginning of June. I've placed an order and paid an upfront fee to ensure my item would be reserved in the shipment arriving in the end of July just like the store is explaining in their answer, however this wasn't respected. So what happened to my products, were they reassigned to someone else even though I had paid for the reservation?

  Sincerely,
  
  ****** ******

• Initial Complaint

  17/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order (# **********) on April 3, 2023 for two items: ZHOU media unit in color: dark oak (# 00.66.63.58) and CURVA floor lamp 208 cm height in color: white (# 57.50.12.10). At the time of placing the order, the ZHOU media unit was shown to be out of stock and estimated to come back into stock on June. My husband and I were okay with waiting three months, as we had JUST moved into our new home. However, fast forward to now. I've had no updates and no response to my emails asking for updates and for reasons for why our shipment keeps getting delayed and delayed. My emails have gone unanswered, and my Structube order now, as of July 17, 2023, shows that it is now "estimated [to come] back in stock" on a new date: September 13, 2023. This is ridiculous and a poor customer service, since Structube has not delivered on two products that I have paid for four (4!!!) months ago. By September, it will have been SEVEN months since we have paid for these items with no products to account for them. Our order total was $720.94 and we have nothing from our order. This is abysmal customer service and disappointing to know that Structube cannot be relied on or trusted to deliver a paid-for product MONTHS, almost a YEAR after the order being placed. Please just finish the job and give us our table and floor lamp.

  Business response

  20/07/2023

  Hello,

   

  We sincerely apologize for the delays. We were able to transfer a media unit from our British Colombia distribution center. The lamps were received at our Montreal distribution center. The order is ready to be delivered. You will receive an automated SMS to schedule your delivery in the next 24 hours. Alternatively, feel free to contact our customer support to schedule your delivery.

   

  Thank you for your patience and understanding.

   

  Best regards,

  Customer response

  20/07/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20333611, and find that this resolution is satisfactory to me.

  Please ensure that these are expedited, because I am unable to accept packages after two weeks from now.

  
  Sincerely,
  ******* ***** **
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩