Structube Reviews 1,294

Terrible customer service.

Got an online order for 2 nightstands and a mirror. Mirror came completely smashed and 1 of the night stands came assembled poorly and the drawer didn't close or open properly. Called to get the nightstand replaced and refunded for the mirror and just got a run around. Had to ring back multiple times to try and get a solution and replacement for the one nightstand and the process took so long that they sold out and it's not being restocked. A massive waste of time and money and have had boxes of furniture sitting in the kitchen taking up room for 2 months now.

Do not buy anything from this scam of a company.

Have just contacted customer service to find out when a bed I ordered Aug 29th is expected to be delivered. Email shipping have date of Sept 11 for delivery. They can’t even tell me where it is or when I can expect it and it’s a 14 Working Days before I can call and ask again. I wish I had read the reviews before I ordered from them.

DO NOT. I know it's tempting because their prices are reasonable but DO NOT. I purchased a table that came fully damaged (2 of 4 legs damaged and the table top is damaged as well - it looks awful). I've been going back and forth with customer service for 3 weeks to try to either return, replace or get these parts replaced. I called them THE DAY I opened the package to report this. They've tried to buy me off with $60 to just deal with it, and now want $80 for me to return the table. I told them I could put it back in the box but that some of the packaging had to be opened for me to even see the damage which seems to be the issue. Apparently you need to have x-ray vision to see the damaged product. Every time we connect either through my customer service ticket or over the phone, they tell me that someone will be in touch and not to worry. Be better Structube. YOU sent a damaged product.

I bought a furniture back in march 2024, the sofa cost me 1000$. After a few month on a barely used sofa when i sit on it there is a cracking noise. On top piling start appearing. When i called, they said for piling its not covered but my concern is the poor quality of the product.

They have started earning money from customers pocket for no reason! My sofa is not even delivered and they charge 70$ for returning the product! Let's assume it is delivery cancellation, they still charge you for returning in person if they are willing to accept it! They even did not mention it! WORST customer service! I shopped at Donmills store and very unprofessional and rude staff! Never will be back, I used to be a frequent buyer from structube and do not recommend to anyone! Sorry for you guys!

Worst customer service EVER.

I have now had my couch delivered to me with no hardware to build the couch for 2 weeks. There is no such thing as a manager to talk to and they make you feel like you’re trying to steal the hardware THEY forgot to send. 2 weeks for them to get me my missing pieces. Not one person has tried to help. DO NOT BUY FROM THIS COMPANY. I also have a 3&2 year old at home with no couch for 2 weeks.

Poor customer service and communication post-sale. Return and exchanges policy is very poor compared to competitors. Highly recommend you look at other options that have a more customer centric policy, particularly at this price.

Firmly believe this company is from Dante's 8th circle of shytt.

Horrendous company who have have no care for their consumers. Ordered a night stand in June, in August was finally able to assembly. A WHOLE 2 MONTHS. Multiple issues from Structube: wrong parts and vendor failing to deliver.

1. Sent me wrong parts TWICE. Lack of care or urgency. Customer Support is terrible and do NOT have any empathy for consumer's frustration. Dilly dally all day, taking their sweet time with responses. Took me well OVER ONE MONTH to get 1/2 of my issues resolved after constant follow up and prodding from my end.

2. Paid $60 in expedited shipping fee and their chosen vendor is Canada Post. Canada Post agent failed to deliver the item and directly sent it to location for pick up. I followed up with CP and raised this with them. No where did Structube mention any follow up with their vendor, just "we're investigating this". What is there to investigate? Structube fail to understand if consumers are to pay a shipping fee, that the shipping be delivered appropriately to the location. Consumers pay a fee for the convenience - otherwise one would choose FREE pick up in store. Explained this to Structube - they simply do not care and provided round about excuses speaking about tracking with tracking number. Insulting and pathetic not understanding where the consumer's frustrations lay; does Structube really think consumers are stupid and not know how tracking works?

Understanding that customers may not always be right, however both issues reside with Structube to begin with. Structube IS NOT WILLING to provide any sufficient resolution (ie. no refund on shipping fees, discount, apologies etc). and is more than willing to dump the problem on the consumer.

Retrain your Customer Support department and your policies. What a dump of a company.

I WOULD NOT RECOMMEND THIS COMPANY, THEIR PRODUCTS, THEIR SERVICE STANDARDS. SPEND YOUR MONEY ELSEWHERE.

George W Bush once said "Fool me once, shame on...shame on you. Fool me—you can't get fooled again."

Well I did, twice now I have ordered sofas from Structube. First the 3 seater kinsley sofa, which was delivered reeking of vinegar? and the bottom dust cover shredded. Returned. Next up the Hillary 3 seater was delivered (after a looooong wait) visibly broken. :(

Hillary sofas are now sold out again, structube tells me I have to store the broken sofa in my living room for a month and a half minimum before my replacement will arrive and at that point they will take away the broken s.ofa... nope.

Buyer beware, I suggest to just save up and buy better quality at better stores if you can.

For everyone else I'll see you at IKEA!

Worst of the worst, they canceled my order 2 days before the delivery date. When I called, they tried to gaslight me that we had a conversation about the order cancelation (we did not).

I asked them to check their chat and sent the record of the call for prof.

They caved… they then said : sorry we made an error but can’t do anything :), but it’s not really our fault ?!?!?

You get refunded for the things you bought 3 months ago ! And can have a 10 % rebate on something. Also the furniture you juste bought is out of order, you can just repeat the process, order again and wait at lesser 3 months.

The next week they delivered at the wrong address without warnings ! The “Cancelled order”, which add still not been refunded. (And never would)

Meanwhile, I had already bought the furniture for somewhere else.

They are incompetent beyond belief.

Ordered a ‘soft’ sofa. Had it delivered June 1 st 2024 but couldn’t unwrap it for 2 weeks due to renovations in that room. Finally I sat on it for a week and it’s terrible. Hard seat cushions don’t fluff up and I practically roll off the seat it’s so badly constructed. I’ve wasted almost $1000. The ‘ policy is no returns after 7 days of delivery.

Unbelievably terrible customer service, tried to scam us out of a rescheduling fee after one of their customer service reps wrongly rescheduled our delivery, when they determined they’d messed up they did not communicate to us that we could reschedule, and when we finally did get the furniture we paid for, it arrived in boxes that were unceremoniously dumped in my entryway by delivery staff. Terrible company, terrible experience purchasing from them and strongly recommend against ordering from them

Exceptional post sale service. My order was a mess and I made a few mistakes which they were very accommodating about. Bed is the Clarence and it smells like fresh wood, looks perfect in my son’s room (I would get it too).

Ive had the Moss bed in size queen for 3 years. At first it was fine. Then after about a year and a half it started creaking and shaking. Upon closer inspection, the issue is that the center attachment does not attach properly to the headboard. There's two big screws that are supposed to keep it in place by screwing into the headboard, however the attachments that they screw into are just resting loose within the particle board of the headboard and you can just move them in and out by sitting and shifting on the bed. At this point i literally have to prop the center attachment by putting items underneath it for fear that it will just give out. The whole bed still creaks and shakes horribly.
I do not expect a 500$ bed frame to last barely more than a year. Extremely disappointed.
Have left a similar review directly on the Structube website and it was never posted.

We’ve bought a so called solid wood stand from structube. The price was amazing because It said solid wood.
We wanted to make sure it is SOLID wood and we called Structube to confirm. The call Center staff said she didn’t know and transferred me to a store. Store staff said they were not sure. They went to check a sample and confirmed it was solid. We placed order.
When we received it, we checked, and it is meticulously “solid wood covered”. They used a very thin layer of solid wood and attached it to the surface of I don’t know what’s inside. But it cracked the very first night I used it. Left drawer corner solid wood cover peeled off.
And when you read back the product description, it says “wood content: 100% solid wood, frame: polyxxx”. What kind of description is this? I don’t think it should be used by a candid company. Not going back to structube again. Ps. They don’t allow you to post photos so I have no way to warn other customers. And their website review is a joke. They will “review” your comments before they post it.

If I could rate this company a 0, I would. They are very undeserving of even a 1 star. I received my item without the proper hardware and when I called in to let them know the rep on the phone told me that it was impossible, After explaining to her that I was indeed not an idiot and can count the number of screws provided she told me to take a photo of all the items in the box and to let them know what hardware was missing (80% of them). 2 weeks later and they still haven’t located my hardware and they want me to put in a refund request, which by the way can only be done 7 days after you received the item. Long story short, you’re better off going to Ikea.

Bought a sideboard and it is terrible quality. It it already warping in the middle without anything even inside because the centre leg isn’t long enough to touch the floor to support the weight. The doors also do not align. Tried contacting customer service multiple times and they will not let me return it. Terrible products and even worse customer service

I bought my cloud couch in January. At first we loved it. It's only been five months, and the fabric has completely pilled, and the cushions are totally flat, so you are sitting on a hard surface. I've read that they don't put up bad reviews on their website....so this is the reason for the high stars there. I wanted to make sure people knew to stay away from the cloud couch.

Hope you have a big garbage bin. Terrible quality. Lasts 3 months.

Damaged Office Desk, After numerous attempts to get the situation resolved, including sending photos of the damage and spending countless hours on the phone, I am still without a satisfactory solution. The lack of communication and unwillingness to provide proper customer support is appalling.

Runaway