ComplaintsforStructube

• Initial Complaint

  14/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we bought a sofa and hard to say it lasted only 5-6 months, the customer support in this store is horrible they treat you very badly and never you want to go there to ask them for an exchange or replacement, but its not a cheap and we spent over 900$ for it and now it has Discolouration of texture and Getting flat of the foam, they told us why you come to the guaranty only you have 2-3 weeks left, I have never heard anything like this in my life if its warranty you must stand it until last day Im a supervisor for a customer service and we stand on our products even they are out of warranty, when the quality is bad for a product so we can do the exception, when you call they they want to tell you you are lying and that's why I will go to court after this, if they cant resolve the issue, I spoke with my lawyer he told me I can try here first if they don't resolve your issue then we get them in the curt, so I will need your help they don't help us to exchange or even we want to pay for the upgrade,

  Business response

  20/07/2023

  Hello,

  Here is a warranty policy
  

  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 resulting from residential use only. Our products are not intended for commercial nor industrial use. 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.

  Unfortunately we cannot see any manufacturing defects from the pictures you provided. Please provide us with additional pictures that show manufacturing defects.

   

  Thank you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a new couch on July 31, 2022. Within 8 months the cushions have compressed and dented making the couch extremely uncomfortable and honestly ugly to look at. I contacted the store in Regina ********** *** *** *********** ****** given to me. They are denying my warranty claiming this is normal wear and tear. I have never had a couch look like this in 8 months and had a company say that's normal. Between the store manager ***** and the customer service reps I have been played like a tennis match. Going back and forth being told it's not their decision to continue going back and forth. I am being told "they" said no to my warranty. I asked who "they" was. I'm told it is the claims department. I asked for a number for the claims department and was refused the contact. Both sides are saying the other person makes the decision. All I want is my couch replaced within the one year I have warranty. I paid $1108.89 essentially for trash. I can't afford to buy a new couch once a year. ** ***** ****** ** ****************

  Business response

  20/07/2023

  Hello,

  Can you please provide us with pictures of the item so that we can investigate?
  

  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 20310776, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ***********
  

  Customer response

  20/07/2023

  
  Complaint: 20310776
  
  I am rejecting this response because:

  As requested, please see attached photos.

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

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Salm tufted ottoman for $229 + tax for staging purposes. After a month of having the ottoman, one of the fabric coverings of a top button came off (see attached picture). Because I had barely used this piece of furniture, I was shocked. I contacted Structube customer service for an exchange and was denied twice, because it is "due to wear and tear and not a manufacturing defect" and "the fabric that attaches to the button does not come off like this randomly. it is sealed tightly and can only be removed if some force was exhorted." (sic). As I had told them, I had barely used the furniture, and this finding had no basis.

  Business response

  12/07/2023

  Hello,

   

  We apologized for the issue. Can you please confirm if the item is from order ********** ** **********?

   

  Thank you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a coffee table from Structube in June 2023 and it was delivered on June 28 2023 and I had it assembled on July 1 2023. Upon assembly it was clear the product was not the same Walnut colour they had mentioned online. There is a night and day difference in colour (the one I got is almost an oak colour). I contact their customer service and mentioned about this disappointing experience, while they agree to have the product returned with a refund, they are still expecting me to pay a delivery charge of $70 CAD + tax. This is clearly not a fair ask, given it is a manufacturing defect, not to mention advertising for one thing and delivering another. Structube claims that pictures online might be different and that I should expect a different colour. This disclaimer was clearly not advertised on their website, had I seen that I would have purchased it. Also I have brought walnut colour furniture from ******* (I have 3 at home of that colour) and they are all exactly the same per their online product. They don't deceive their customers. I should get a full refund and not be charged for a delivery fee to return their product. I am attaching a pictures of their product online vs. what I received where the difference can be clearly noticed. Hope you can help!

  Business response

  12/07/2023

  Hello,

   

  We are sorry to hear about the issue. We will review and compare with our website. One of our customer service representative will contact you in the next 24 hours to resolve the issue.

   

  Thank you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  19/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to bring to your attention an issue I am currently facing with the Carla sectional couch, which I purchased from Structube on November 11th, 2020 and was delivered to me on February 10th, 2021. After just over two years of light usage, there are two, maybe 3 springs protruding from the middle section of the couch, making it extremely uncomfortable to sit or lay on. This defect has rendered the couch nearly unusable. It is disheartening to experience such premature failure, especially when the warranty period has expired, leaving me with no recourse for repair or replacement. Having read a similar complaint on the *** website in may 22nd 2023 (20088871), which highlighted the same issue with the Carla sofa, I believe this is a recurring problem specific to this model and its springs.

  Business response

  20/06/2023

  Hello,

  Please note that warranty on your item has expired. We haven't seen many issues with this item. That being said, we placed a service call with a local technician. They will contact you shortly to schedule a visit to inspect the product.

  Thank you for your patience and understanding.
  

  Best regards,
  

  Customer response

  20/06/2023

  
  Complaint: 20207697
  
  I am rejecting this response because:

  While I appreciate your efforts to address the issue by placing a service call with a local technician, I have some concerns regarding the proposed solution. The warranty on my Carla sectional couch has indeed expired, but I believe this is a recurring problem specific to this model, as evidenced by the similar complaint I found on the *** website on August 25th 2022 and another complaint dated May 23rd 2023.
  
  Considering the significant discomfort caused by the protruding springs and the limited lifespan of just over two years for a lightly used couch, I would like to explore further options to resolve this issue. I understand that you have initiated a service call, but it is not clear what will happen if the technician is unable to repair the sofa. Furthermore, I would appreciate clarification on whether this service call is at no cost to me.
  
  Given the recurring nature of this problem and the warranty period having expired, I request a more comprehensive resolution that takes into account the premature failure of the springs. I kindly ask you to reconsider your offer and provide a clear plan of action in case the technician is unable to resolve the issue.
  
  I look forward to hearing from you soon regarding the next steps in addressing this matter.
  
  Sincerely,
  *** ***** *******
  

  Business response

  20/06/2023

  Hello,
  

  We are assuming the cost of the service call. The technician will examine the product. He may be able to repair the item onsite. We will be able to determine the next steps once the technician provides us with their findings. Rest assure, the issue regarding your product is not a recurring one.
  
  Best regards,

  Customer response

  30/06/2023

  
  Complaint: 20207697
  
  I am rejecting this response because:

  On June 26th a technician from ********* ***** contacted me on behalf of Structube to schedule an appointment to repair/assess the Carla sectional in question. The appointment was scheduled for June 29th.

  The technician identified a manufacturing defect after inspection, and deemed the repair not cost feasible (Springs in seat core pushing through foam outer layer).

  I am looking forward to hearing from you soon regarding the next steps in addressing this issue.
  
  Sincerely,
  
  *** ***** *******

  Business response

  05/07/2023

  Hello,

  We will email you a gift card equivalent to the value of the product + applicable taxes.

  Best regards,
  

  Customer response

  05/07/2023

  Thank you for your understanding and cooperation. I am grateful for your efforts in resolving this issue and providing a fair settlement. If there are any further steps or instructions regarding the gift card, please do not hesitate to let me know.

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

• Initial Complaint

  15/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought 2 couches from Structube. The Rowan Caramel couch in 2021 & because of lack of stock another one in 2023. The second couch came & after the third party handyman assembled it & presented the couch to us: we all realized they sent us the Copper coloured couch instead of the Caramel. The colour difference is very obvious. Night and Day. We have contacted Structube many times &one of their first reps even rejected our online request demanding an exchange for the CARAMEL since they are two very DISTINCT colours despite the pictures provided which show that we received a Copper colour instead of a caramel. We had to call back &the following agent seemed to realize how ludicrous it was for the first agent to dismiss us as both colours are very DIFFERENT. He promised a manager would get in touch with us 3 days max. We have connected on multiple occasions, their customer service is useless, they always respond by saying that there is nothing they can do and there is no Manager available. We demand an exchange or a refund and they do not respond. So BEWARE buyers do NOT do business with this fraudulent company. They are not willing to service their customers but they are indeed willing to steal their money and send them products never asked for. Their website clearly shows the difference in colour which can be seen in our two couches. They sent us the wrong colour and are unwilling to fix their mistake thus STEALING from customers. Completely appalling and we will be taking them to small claims court if they do not fix their mistake which is highly unlikely. A case manager called back and said the two couches are the same colour. They are clearly trying to get away with this we will not let them. The previous agent even on record confirmed the colours are different. We will not be stolen from. Either you give us the right couch or the money for this couch. The evidence cannot be denied. Abysmal Thieves. Do not let them get away with this. ***** ****** **********

  Business response

  21/06/2023

  Hello,
  
  We believe that the color you received is the caramel. The batches received in 2021 were visibly more brown. Attached are pictures of a copper and a caramel color sofa from the same supplier. The model is different but the exact same leather/color is used. The copper appears more orange than the picture you provided. We will gladly take back the one you recently received. Alternatively, bring one of the cushions to our store nearest you to compare as the picture you provide is not conclusive. We will gladly exchange once confirmed. Please note that the one you received in 2021 will have faded and will not match what will be delivered. We normally suggest to purchase complete sets the same order to guarantee receiving products from the same batch.
  
  Please advise.
  
  Thank you for your patience and understanding.
  
  Best regards,

• Initial Complaint

  08/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased from Structube the sofa Nimes 3 seater in the color "beige" in January 28th, 2023, in the amount of $1566.88. Structube only delivered my order on May 30th, 2023. When I received the order, the package stated the correct product and color. As it is a very heavy item (sofa) and I am pregnant, I did not attempt to immediately open the package. Upon my husband's arrival at the house later in the day while I was away, he opened the package and assembled the new sofa for us. When I could arrive home and view the merchandize, I noticed that the couch received was not the one I purchased, it had been actually delivered in the grey color. I have contacted Structube by phone and email and online form within their required 7 day limit, to share what had passed and request the exchange for the correct sofa I had purchased. Structube spend a week to return my communication stating they would not be proceeding with the exchange because the original package said beige and we did not kept the original package of the sofa (which you need to shred to open by yourself), even though it is a company mistake, and I had sent to the company photos proofing I had received the wrong one and no support was given. All I requested from the company was to receive the correct merchandize I purchased, or a refund and they can take back the incorrect sofa.

  Business response

  20/06/2023

  Hello,

  We sincerely apologize for the mistake. The sofa in beige is currently out of stock. Next reception will be received in August. One of our customer service representative will contact you within the next 24 hours to schedule the return/refund.

  Thank you for your patience and understanding.
  

  Best regards,
  

• Initial Complaint

  22/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch at Structube in December of 2020 and received delivery in February 2021. The couch after just shy of 2 years already has 2 springs sticking out making it uncomfortable to sit on. This couch received light use over the 2 years and really speaks to the lack of quality of the furniture being sold. Of course there is only a 1 year warranty included so this couch is now garbage and a waste of money. I had to purchase a replacement couch at a similar price point ***** ***********

  Business response

  23/05/2023

  Hello,

  We apologize for the issue. Is it possible to provide us with pictures of the issue? 

  Thank you for your patience and understanding,
  

  Best regards,

  Customer response

  23/05/2023

  
  Complaint: 20088871
  
  I am rejecting this response because: Photos have been attached as requested.

  The chaise side has the worst protruding spring which makes it very uncomfortable to lay on and borderline unusable. 

  I have also noticed a similar complaint regarding the CARLA sofa submitted on August 25th 2022. This seems to be a defect with this sofa and the springs and I would prefer the resolution you provided that customer which seems to be gift cards in replacement value.

   

  Thanks!

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

  Business response

  24/05/2023

  Hello,

  We have sold over 2000 units of the Carla sectional. We have had very few issues with this product. The majority of the issues is related to misuse. Structube stands by their products and customers. We will email you gift cards numbers representing the amount of your product.
  

  Best regards,

  Customer response

  24/05/2023

  
  ****** ******** *******
  
  Thank you for standing by your product Structube. Couch was lightly used but we accept this as a resolution and will be able to now purchase a replacement.
  
  I have reviewed the response made by the business in reference to complaint ID 20088871, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  19/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot stress enough how incredibly disappointed I am with Structube. Their customer service is beyond terrible. My recent experience over there was nightmare, the store manager there was incredibly rude and unprofessional, showing a complete lack of respect for customers. I didn't receive my furniture within the delivery window. Another day I received a call from the store state that we need to pay $75 to make a new arrangement of the delivery and it was totally nonsense. I told the store manager on the follow up email about the situation, but she insist we need to pay the money. Things turn into a nightmare later on. The store manager display a complete lack of professionalism, back-and-forth phone calls and emails that were utterly unproductive. Instead of assisting in resolving the issue, the manager insist it's customer's fault, arguing and yelling over the phone. This kind of behavior is completely unacceptable and shows a blatant disregard for customer satisfaction. I have tried to seek for solution by calling the customer service hotline, and I cannot express how utterly useless and frustrating it was. To make matters worse, instead of taking accountability and working towards a resolution, the hotline staff most likely directed me back to the same rude store manager who initially caused my dissatisfaction (no one else contacted me). It was a never-ending cycle of frustration and disappointment, with no end in sight. I have been dealing with the manager for weeks, making us no choice but to paid $75 delivery fee or $60sth on self pick up ( and hv to wait for 2 more weeks) in order to get back what I paid for, RIDICULOUS! I didn't think it was fair that I should be paying on this for all the inconvenience, non-responsiveness, time-consuming and also the rude attitude. I sincerely regret that I didn't look for the reviews before I made this impulsive decision. You can fact check yourself by typing “ Structube reviews”, you will see a lot of victims.

  Business response

  23/05/2023

  Hello,

  
  We apologize for the issue. Can you please provide us with your order number so that we can investigate? We tried searching with the email and phone number provided on the *** but no luck.
  
  Thank you for your patience and understanding.
  
  Best regards,

  Customer response

  23/05/2023

  
  Complaint: 20082168
  
  Here you are the details of our ordering:

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

  Attached please find the order and delivery details on 5/8/2023 (Pic1) , delivery message of the driver (Pic2), proof of we contacted the driver for details within window (Pic3), back and forth calls and also email with NO.3 Road rude women Manager (Pic4), and the last one is the receipt we paid in person for the re-delivery fee. I look forward to your favorable reply.

  
  Sincerely,
  ***** ****

  Business response

  24/05/2023

  Hello,

  We have notified the store to process the refund of the redelivery fee paid on order ***************.
  

  Best regards,

   

  Customer response

  24/05/2023

  
  Complaint: 20082168
  Hello, 

  I would like to know the refund processing time, and can your side make sure and promise Richmond NO.3 Road will do so by the timeslot? I have lost confidence and trust in this store,  tired and exhausted on this issue and don't want to deal with that rude store manager anymore. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Dear ****** ******** ******, I am writing to inform you about my recent experience with the furniture retailer, Structube. Unfortunately, I am very dissatisfied with the quality of the products I received and the solution offered to resolve the issue. I purchased three pieces of furniture from Structube, including two bed side tables. Upon using the furniture for a couple of days, I noticed that the acacia veneer surface got very easily stained. I contacted Structube's customer service to report the issue and request to return both bed side tables and the six drawer chest. After a lengthy process of sending photos and filling out forms, the only solution offered to me was to return one of the bed side table that was still in the box. This is not a satisfactory solution, as I purchased both bed side tables as a set and it is important to me that they match. I feel that Structube's customer service was not helpful in resolving this issue, and I am left with a poor quality furniture full with stains. As a consumer, I expect to receive high-quality products and satisfactory customer service when issues arise. I am hoping that you can assist me in resolving this matter with Structube. I would appreciate any assistance you can provide in ensuring that I receive a fair and satisfactory resolution. Thank you for your attention to this matter. Sincerely, ***** ******** *******

  Business response

  12/05/2023

  Hello,
  
  Here is the link to Structube’s warranty policy *************************************************

  
  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 resulting from residential use only. Our products are not intended for commercial nor industrial use. 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.
  

  The image you provide doesn’t show any defects. Please provide additional photos. Can you please provide us with the delivery date?
  
  Thank you for your patience and understanding,
  
  Best regards,

  Customer response

  12/05/2023

  
  Complaint: 20040009
  
  I am rejecting this response because:

  I already receive the same answer from the Structube team after my first complaint placed in March. I have read the return policy before I made the complaint. How would I’ve known that the Acacia Veneer has such poor quality without opening first the box? The furniture is not placed outside nor has been cleaned with the wrong products, its just a poor quality product that stains incredibly easily. I’m profoundly dissatisfied, this has nothing to with a change of mind about it, the MD a veneer doesn’t stain that easily, it’s not supposed to. 
  
  Sincerely,
  
  ***** ******** *******

  Business response

  23/05/2023

  Hello,

  As indicated in our original response, the image you provide doesn’t show any defects. Please provide additional photos. Can you please provide us with the delivery date?
  

  Thank you for your understanding.
  

  Best regards,
  

  Customer response

  23/05/2023

  
  Complaint: 20040009
  
  I am rejecting this response because:

   

  I was afraid this was going to happen, Structube was going to insist that both the nightstand and dresser are faultless, which is why I made a complaint by the *** in the first place, I got the sakes answers over an over again by the Structube team. Same answer, different person because there seems to be no follow up of the complaints.

  Although, in principle, the products look "ok"  after assembling, it is clearly noticeable that they are poor quality products. To answer the question, we received the furniture on February 9, but since we had just moved to the country and still needed to organize the new house, we did not open the boxes until 10 days later. When assembling the products we noticed that they were of low quality, not only the veneer is lousy but also the drawers are poorly made. At first we decided to ignore these "details" because we did not have other furniture but as the days went by, we noticed that the veneer is of such poor quality that it get stained by almost anything, and I’m not talking the wrong cleaning products. It is important to note that we do not have small children, the bedside table that is stained is used by me. It can't be that you can't put anything on it without staining it. It's that simple!!! Together with my family we have lived in several countries, in no country have we had a problem like this, not even with Ikea products that, because they are cheaper, can seem of poorer quality. We bought from Structube online after visiting the store in Burnaby, so it’s not like when we got the furniture he were disappointed on how they look . Regarding the return policy, I read it before starting a complaint with the Structube team. I understand that the products must be in their original packaging to be returned, but what logic does that have if we want to return them because after a few weeks we feel completely dissatisfied with the products? Why keep the boxes and the original packaging if we were not going to return them at first? I’m really dissatisfied of the company, regardless the result of my complaint we will not be buying by Structube again or recommend it to anybody because it has been a headache for us. 

  The fotos I attached before were meant to show how easily the furniture stains and not to show a factory defect. You might have to consider changing the veneer or at least advice future clients that it stains pretty easily and/or offer a glass coverage for the surface. 
  

   

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

  Customer response

  23/05/2023

  
  Complaint: 20040009
  
  I am rejecting this response because:

  I was afraid this was going to happen, Structube was going to insist that both the nightstand and dresser are faultless, which is why I made a complaint by the *** in the first place, I got the sakes answers over an over again by the Structube team. Same answer, different person because there seems to be no follow up of the complaints.

  Although, in principle, the products look "ok"  after assembling, it is clearly noticeable that they are poor quality products. To answer the question, we received the furniture on February 9, but since we had just moved to the country and still needed to organize the new house, we did not open the boxes until 10 days later. When assembling the products we noticed that they were of low quality, not only the veneer is lousy but also the drawers are poorly made. At first we decided to ignore these "details" because we did not have other furniture but as the days went by, we noticed that the veneer is of such poor quality that it get stained by almost anything, and I’m not talking the wrong cleaning products. It is important to note that we do not have small children, the bedside table that is stained is used by me. It can't be that you can't put anything on it without staining it. It's that simple!!! Together with my family we have lived in several countries, in no country have we had a problem like this, not even with Ikea products that, because they are cheaper, can seem of poorer quality. We bought from Structube online after visiting the store in Burnaby, so it’s not like when we got the furniture he were disappointed on how they look . Regarding the return policy, I read it before starting a complaint with the Structube team. I understand that the products must be in their original packaging to be returned, but what logic does that have if we want to return them because after a few weeks we feel completely dissatisfied with the products? Why keep the boxes and the original packaging if we were not going to return them at first? I’m really dissatisfied of the company, regardless the result of my complaint we will not be buying by Structube again or recommend it to anybody because it has been a headache for us. 

  The fotos I attached before were meant to show how easily the furniture stains and not to show a factory defect. You might have to consider changing the veneer or at least advice future clients that it stains pretty easily and/or offer a glass coverage for the surface. 
  

   

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

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