ComplaintsforStructube

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made the order over the phone Saturday April 8 and we paid in store Monday April 10 for a couch and ottoman for 2750$ or so. We were told the couch was in the local warehouse and the ottoman would come from montreal. We were then told in about 2 weeks expect a call for delivery. Two weeks later (Monday April 24) I get the email/text to confirm pickup which I did for the next day. After receiving all the confirmations I scheduled a company to come pick up my old couch as I don’t have room for two couches in my house. The following morning my old couch gets picked up and shortly afterwards the delivery company calls to cancel our delivery because they were missing part of the order. I can only assume it was the ottoman. They tell me well be in contact by Friday. I go the whole week couchless with no call. Saturday i call the Langley Structube and get little help. Monday I email them asking if I could have the couch that was supposed to be delivered last week delivered asap and wait for the ottoman to show up as both orders were above the threshold for free shipping.( 2000$ & 500$). The only response is they’ll email the shipping company and I should, key word, here something soon. So the couch I should be sitting on with my pregnant wife and child is in a warehouse 20 min away and we haven’t had a couch in over a week.

  Business response

  05/05/2023

  Hello,

   

  We sincerely apologize for the delay. The product left our Montreal distribution center on April 13th. Transit time is about 14 days. The item has been located by our third party delivery carrier. Your delivery is scheduled for May 6th.

   

  Thank you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2013/04/02 I bought a new "bromont" sofa from Structube on Kennedy Commons for the price of $899+tax (full price, no discounts). The sofa arrived at my home on 2023/04/05. When I opened the wrappings I realized that the sofa I got is not new, it has been assembled before. There are obvious markings on the legs and sofa that the sofa was previously assembled and used. I don't know the history of the sofa that was delivered to me, it might have been a return or was on display at a store, possibly for a long time. From my experience, structube does sell display/return furniture for almost half the price, so this is unacceptable that I recieved a used product when I paid for a new one. I demand that the product be replaced with a new one, or to be reimbursed for the price different of a returned/used item.

  Business response

  18/04/2023

  Hello,

  The sofa you received is new.
  Structube sofas are shipped in a variety of packaging materials. Some boxed, some within an exterior packaging sleeve, and others within thicker industrial packaging. Structube chooses the packaging type to ship based on costs per unit, and will select more price friendly options in cases where items are less fragile, in order to provide aggressive and accessible retail prices for customers. 
  The chalk outlines where the legs are to be installed are marked by the manufacturer. It is a guide as to where the legs will be attached, and where the inserts (to receive the screws during assembly) need to be mounted. Many sofas, armchairs and other products are received this way. 
  The metal legs can sometimes move around within the interior packaging, and result in very minor abrasion during transit. This does not signify a used item, but rather insignificant marks to a non-visible part of the sofa. IT was conceded to the customer that certain parts could benefit from being packed more thoroughly to prevent any minor / cosmetic marks during shipping.
  

  Feel free to reach out if you have additional concerns.

  Best regards,
  

  Customer response

  18/04/2023

  
  ****** ******** *******
  
  I have resolved the complaint with *****, the manager of the store where I bought the sofa. The business response through *** is not completely relevant to my claim, as the marking I complaint about weren't general marks made by packaging, but screwing scratches around the screw holes that could only appear after a previous assembly. Even though the retailer claims the product is new, it is apparent that it was previously assembled. For that reason I reached a settlement with the store manager.  
  
  Sincerely,
  *** ****
  

• Initial Complaint

  25/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am so upset with how Structube is treating their customers. I've ordered from them before and never encountered so much runaround to get the items I paid for. Essentially, I made an order for 5 items (2 pieces of furniture, cushions, and a decoration) in February 2022. The Jett sideboard was on backorder until March, which was fine for me. However, in March, I was notified that the sideboard would be delayed until May. I inquired if I could please get the items that were ready and was told I would have to pay a separate shipping fee if the delivery was split. I was just informed yesterday that the sideboard is delayed again until June and when I called to inquire about receiving the items that are ready and sitting in a warehouse, I was told I would have to pay extra delivery fees. Is this a way for Structube to get more money out of customers? Holding onto items and claiming delays until customers cough up more money to receive items they already paid for? I am never ordering from Structube after this experience.

  Business response

  31/03/2023

  Hello,
  

  
  We sincerely apologize for the delay. We were able to locate one in our warehouse in Surrey British Colombia. Please provide us with your order number so that we can transfer the reservation. Please note that the cost of shipping furniture is very expensive. We offer free delivery with orders over $299 (certain conditions apply). We can split orders and absorb 2 shipping charges when the split has both orders over $299. We will definitely investigate if this is not the case with your order.

   

  Thank you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  21/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered the SOFT couch which was delivered March 11th. This is a 3000 dollar couch. Upon delivery, the couch pieces were not in boxes they were in thin bag material. The delivery company must've dragged the pieces along the road as they were all covered in mud and made a whole mess of our living room. Since the pieces were clearly dragged, a piece of the couch also came ripped and muddy. I told Structube right away and they said they would open a case. They approved an exchange of the whole couch originally. After speaking to them on the phone at least 15 times now they have now stated they can't do an exchange because the couch is now out of stock until July (but probably October) which is not my fault. They cannot replace the piece because the new ones that will be available in July will be a different fabric (which doesn't make sense as the one advertised online is the one we received with no changes). I don't want a refund.. I want an exchange of this item. We really like this style of couch and the only other one thats available now is 1000 dollars more which they refuse to cover the difference. The customer service received has been them tossing me to other departments with no resolution. We received a ripped couch and that is not our problem... they say they have to follow policy but I'm pretty sure delivering ripped couches isn't part of your policy.

  Business response

  31/03/2023

  Hello,

   

  We apologize for the issue. Please note that the dye is not always exactly the same from one batch to the other. We prefer exchanging the whole product to void you from having different colored pieces. We located one in our Alberta warehouse. Transit time is about 7-10 days. One of our customer service agents will contact you to schedule the exchange.

   

  Best regards,

  Customer response

  04/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19629092, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  13/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my extreme frustration and disappointment with the late delivery of my recent order. I placed the order on Feb 12th, and I was informed that it would be delivered by Feb 27th. However, it is now March 13th, and I still have not received my order. I am extremely disappointed that I have had to wait so long for my order, especially since I was counting on it to arrive in a timely manner. I have been eagerly awaiting this delivery, and I have made plans based on the expected delivery date. I was informed that it'd be coming from Montreal and the process is easy, however, upon my recent chat with your associate, I was told that my bed is coming from China and will arrive by the end of March. I understand that delays can occur, but I have not been given any updates or explanations for the delay. This lack of communication is unacceptable, and it has only added to my frustration and disappointment. I expected a more helpful and accommodating response from your representative, but unfortunately, that was not the case.

  Business response

  14/03/2023

  Hello,
  
  We apologize if the information has not been properly communicated to you. The bed arrived at our Montreal distribution center on March 2nd. The order is ready to be shipped. Please note that the order will only be shipped once the balance has been paid. The receipt you provided indicates that there is a remaining balance of $1,306.02. The balance can be paid in store or online ****************************************************

   

  Thank you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  09/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a dining table, 2 months of waiting and the 2 boxes finally arrived. The legs of the table and a headboard of a bed. Contacted Structube to advise of the error. After a couple days contacted them again and they arranged for pick up of the headboard and are reshipping the table top the following week (which is fine). We requested to speak with a manager regarding compensation and they replied with an email stating they were happy to offer $60 off. 7% of the purchase cost. The issue is we have incurred contractor "Trip Charge" fees and permit fees to the tune of $150 plus tax due to them being unable to assemble the table and install a centered light fixture over the table. This is entirely structube's error. After consulting them back, I was told $60 is all they can do and good luck. This is an unacceptable business practice.

  Business response

  14/03/2023

  Hello,

   

  We sincerely apologize for the issue. Can you please provide us with the order number so that we can investigate?

   

  Thanks you for your patience and understanding.

   

  Best regards,

• Initial Complaint

  18/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a table from Structube in October. When I paid the estimated delivery date was mid-December. They have since changed the estimated date 8 times. It has been pushed every two weeks since then. I have not received the table and it now has an estimated date of March 8. When I called to talk to them, they said there’s nothing they can do to find out an actual date of delivery. They only provide estimates. Their estimate is now off by 3 months and has changed 8 times. They are hiding behind the word “estimate” as an excuse for accountability. I paid 3 months ago and have nothing to show for it.

  Business response

  04/03/2023

  Hello,

   

  We sincerely apologize for the delays. The tables were received on February 22nd. We blocked one in case you are still interested. If you decide to order the other model that is $50 more than we will credit the difference. Please provide us with the order number so that we can either credit the $50 or transfer the reservation of the original table model to your new order. The change will be done directly by our head office because the store will not be able to make the change.

   

  Thank you for your patience and understanding.

   

  Best regards,

  Customer response

  06/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19430101, and find that this resolution is satisfactory to me.
  

  please refund $50 to my credit card. *** ***** ****** ** ***********

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

• Initial Complaint

  16/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  27 Jul 2022, I purchased 6 stools from Structube online, >2K. To expedite delivery I had them delivered to the store on Greenbank Rd. Once they arrived, I picked up 3 and brought them to my house where I unpacked them. All three had been improperly shipped, were damaged, were dirty and generally in a bad state. I called structube online and was told that the store was now responsible for the order because I had arranged to pick the items up there. I returned to the store with pictures of the damaged chairs. We inspected the remaining 3 chairs and they were all improperly packaged, damaged, dirty and poorly constructed. The manager readily acknowledged that there was a problem with the chairs and that they needed to be returned but I was told that she couldn't help me because this was an online order. After much trouble between the store and the on-line rep, the store manager agreed to return the chairs and she made a new purchase order. I returned home to get the other 3 chairs, which made a total of 3 return trips. I asked for compensation for the gas and time as I didn't think it was fair that I should be paying full price for all the inconvenience and expense caused by their mistake. After more than 8 mos of having to follow up with structube customer service I was eventually offered 100$. Their lack of responsiveness, accountability and remorse has been truly shocking and disappointing and I declined the offer as unfair. My second issue is wrt their unethical and fraudulent screening of unfavourable product reviews. I have submitted several reviews of the chair directly on their website and they have never been posted. I have followed up on this and have been told that all reviews are reviewed before being posted and that I will be contacted regarding my review asap. To date I have not been contacted about my review and they have still not been posted. Screening out customer reviews and is fraudulent and artificially misrepresenting product ratings.

  Business response

  18/02/2023

  Hello,

   

  We apologize for the issue. We will proceed with the 10% refund as requested. Due to the challenges in todays market for recruitment, we have a large backlog regarding posting reviews.

   

  Thank you for your patience and understanding.

   

  Best regards

  Customer response

  24/02/2023

  
  Complaint: 19411536
  
  I am rejecting this response because: it does not address the second part of my complaint, which was the selective vetting of customer reviews.  Since Aug/Sep of 2022 I have submitted no less that 2 online reviews, none of which have ever been posted.  Structube has had approximately 6 months to post the reviews and regardless of staffing.  In spite of their claim of staffing shortages preventing the timely posting of customer product reviews, a quick search of their website shows many many 5 star reviews being posted for products purchased in recent weeks (Jan 2023).   I would like a timeline for when my review will be posted. I am prepared to take this issue to Ontario Consumer Protection if need as I believe it is a serious breach in customer trust. 

  I acknowledge Structube's offer of a 10% refund to resolve the first part of my claim - the inconvenience and expense that was incurred as a result of being shipped defective and poor quality items, as well as being caught between their online and physical store as they each argues that my issue would be addressed by the other.  I believe this offer to be fair and I accept this as resolution to the first part of my complaint.

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

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My partner and I placed an order ****** ************ in October, 2022, for a dinning set and bench. they had an expected delivery date for the beginning of January due to the table being out of stock, it is now mid February and the order has been pushed back continuously week over week, now with an expected delivery date in March. I have reached out multiple times with no resolution and the same answer over and over, which I am not satisfied with. "You can split the order but you have to pay two delivery fees and you have to make a second order for the out of stock item." I want someone who can solve this issue, with a sooner delivery and compensation for the continued delays and wasted time on the phone regarding the delivery. We want our product, that we paid for. We have spent the money but we have nothing to show for it. It is ridiculous. If it keeps getting pushed back maybe you need to find another supplier. I work for a big box retail location and this is not customer satisfaction

  Business response

  22/02/2023

  Hello Mr. ******,

   

  We sincerely apologize for the delays. We've had transportation delays regarding this order. We finally received the container at our Montreal DC yesterday. Your complete order is ready to be shipped.

   

  Thank you for your patience and understanding.

   

  Best regards,

  Customer response

  22/02/2023

  
  Complaint: 19391461
  
  I am rejecting this response because:
  

  Its great that you got the container and it's being shipped, but that does not negate the fact that we had to wait months for the item....what kind of compensation is going to be happening.

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

  Business response

  25/02/2023

  Hello,

   

  One of our customer service representative will email you a $100.00 gift card number.

   

  Thank you for your patience and understanding.

   

  Best regards,

  Customer response

  27/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19391461, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a chair in track finish. The chair delivered is not on teak finish. They required a picture of the chair, which I supplied. The picture makes clear they did not deliver the product in the finish ordered. Structube is now charging me $78 to return the chair because they believe one of the online employees feels the delivered a chair in teak finish, though they did not. The order email is clear as to teak finish. The delivery email is clear as to not teak finish. The chair itself is not teak finish. Yet, I have no choice but to pay for their mistake.

  Business response

  18/02/2023

  Hello,

   

  We have attached a copy of the website page regarding the product. It is identical to the picture you provided. It is possible that certain computer screens do not show the colors exactly the same. The return has been scheduled for February 15th.

   

  Best regards,

  Customer response

  18/02/2023

  
  Complaint: 19374239
  
  I am rejecting this response because: the picture from your website is indeed the product I ordered. It is however not the product that was delivered. Structube continues to obfuscate and ultimately shirk any responsibility for the mistake imposed on the consumer. Do better.
  
  Sincerely,
  
  ******* ******

  Business response

  22/02/2023

  Hello,

   

  The return was processed on February 15th. The product was received and inspected at our distribution center on February 21st. The refund was processed on the same day.

   

  Best regards,

*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. ↩