When you're shopping for furniture, your first choice would probably be Ikea if you're thinking about moderately priced furniture. Structube is a Canadian furniture store from Montreal that has Ikea-like prices, but it's one level higher up in terms of style and design. After browsing through the furniture at their Burnaby location, I made the decision to purchase a sofa online. A lot of their popular furniture are out of stock, and you will have to wait weeks or months for it to be available at their warehouse. Although my sofa was out of stock during my online order, it was shipped and delivered within the estimated delivery period, and there were no delays for arrival of my sofa. Also, 15 minutes after the delivery to my home, I received a phone call from Structube regarding the delivery service which was nice. If you're wondering, their delivery team only delivers for Structube. The sofa arrived in excellent condition in a box that was clean and not damaged. Inside the box had a clean, brand-new, damage-free sofa with no rips, tears, dirt, stains, wrinkles or loose threads. The sofa was very easy to install, and it feels solidly made (excellent fit and finish) and comfortable (no squeaks) with premium quality fabric. I've had the sofa for 3 days, so I can't comment on long term durability. read more

Been waiting four months for the dining room set and server I purchased. When purchased in store I was told it would be four weeks for delivery. Got an email yesterday asking to book the delivery, and they had no booking appointments available for 21 more days. Extremely frustrating. Also, their customer service is absolute garbage. Completely obvious they're used to dealing with a high volume of dissatisfied angry customers. Do yourself a favour and spend your money elsewhere. And if you must purchase something here, make sure the item is in stock and save yourself the headaches. read more

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The worst experience I have had purchasing anything. We ordered a lamp in October 2021. We were initially told it would be about 4 weeks. It arrived in mid April. 6 months. I went and picked it up at the store and as I was waiting for them to find my order the phone was ringing constantly. None of the three people working at the front picked it up. I thought it was odd considering they weren't helping anyone at the time. Once I arrive home and open the box to set up the lamp. There are of course no screws or anything to actually assemble it... I call into the store and of course get no answer. It's shocking that a store can get away with this sort of customer service and business model. It's a joke. read more

Wanted to buy a lamp from them on Boxing Day. Went in and saw that the two sales ppl were busy so I went up to the cashier who chose to ignore me while she took her personal call. After 5 mins, a lineup started forming and she still refused to hang up. I left shortly afterwards and ordered the lamp from Hudson Bay. I don't know how these companies stay in business but if anyone is looking for furniture, I recommend going elsewhere. Based on the # of bad reviews they've received over the years, it doesn't look like it's an isolated incident. read more

Rude customer service on the phone. Saw a great looking dining chair on their website. I called the store because online website does not tell you the height of the seat, only the height of the whole chair including the high back. The person answering the phone kept repeating it's 88cm.. When I said that cant be the height of the SEAT, that's higher than a normal barstool. 88cm must be the whole chair. He kept saying yes it's 88cm. Jesus christ. This went on for couple minutes until I suggested can you grab a ruler and measure the seat height? Im thinking...you work at a furniture store and think dining chair is 88cm high??? He could not listen to the end of my questions. Kept cutting me off. Im not buying anything from here. read more

Buyer beware! Horrible experience. I paid $1976 for several pieces of furniture. Despite Structube's written advertised policy that all products will be delivered within 14 business days, Structube failed to deliver after a month. I called Structube several times to get a status update on the delivery. When no information was provided, I cancelled the order but they failed to refund $112 for shipping even though they never delivered the products. I will never deal with this company again! read more

Avoid going to this location if you can help it. I purchased a coffee table at the store and had to place an online order because it was not in stock. The online ordering process is quite slow as I waited over two weeks for my order to arrive in store for pick-up. When I returned to the store to pick up my order, it was quite busy that day. There are only two computers at the sales counter and the sales associates seem to work in pairs with an unwillingness to be separated. That is fine and all if they want to support one another but when there are customers on the floor, it might be wise to split up and actually ask people if they need any assistance. While I waited in line, one group of associates were serving a customer with placing an order while another group of associates were at the computer trying to do something with a receipt in their system but there was no customer in front of them. I stood in line for quite some time and there was no acknowledgement from any of the sales associates. Eventually, one of the associates that were serving a customer asked if she could help me and I told her I just needed to pick up my order. At that point, she took my information down and had to shoo away the other associates who were messing around on the other computer so she could look up the order in the system. At the same time, there was a man behind me who waited around patiently for 10 minutes before he went up to the front and asked if he could get some help on the floor. The pair of associates who had been messing around on the computer told him someone would come over and help so he said thanks and continued to wait. After another five minutes passed nobody came to help so the man had to come back to the front and ask if he misinterpreted what they said to him as nobody came to assist. The two associates at the computer simply replied back to him saying he would have to wait because they were busy with something. It does not take two people to do a one-person job and I would think that helping the customer takes priority. When my order finally came out from the back, I asked if I could get some help with moving the coffee table into the car. The associate at the computer told me that they used to help but it is store policy that they do not help move furniture for customers anymore. They asked if I was alone and I told them my mother is here but she cannot lift heavy items to which they responded, "We will lend you the cart to roll out the table into the parking lot." What kind of furniture store does not help customers load their furniture into their vehicles? If you do not want to get your hands dirty or you are unprepared to do any heavy lifting, then perhaps working in a furniture store is not your true calling. I get the sense that this store lacks basic customer service training and the staff seems inexperienced when it comes to prioritizing tasks like serving customers first. read more

Only giving 1 star, because there is no option to give a 0 star rating. HORRIBLE, HORRIBLE, HORRIBLE! Great products and great prices. But that means nothing if you never receive the product you paid for. Ordered a table in October after receiving a email notification that it was back in stock. Immediatley! after purchasing online I received an update that my order was currently not in stock until December. That was ok, because I didn't need the table until March when i moved into my new place. March has now arrived and I'm still unable to receive a confirmation on date of delivery and they won't deliver to my new address. So disappointing. I had to reluctantly cancel my order. Every time I spoke with customer service on the phone I just kept hearing "We can't do this", "I'm not allowed to do this". Piss poor excuses, for a piss poor company. Will I shop there again ahhhh Hell NO! and you shouldn't waste your time either. read more

I was just at the store looking for a coffee table and I found one I really like, it wasn't busy but for some reason the staff just kept ignoring me and helping the next customer. I was just gonna ask how much and if it's good I'll take it right away but unfortunately they didn't care about me even though I was standing right in front of them. I asked the girl twice. She was like I'll help this person first then I'll get back to u with the price. 15 mins passed and she was helping another one totally forgot about me so I asked her again. There was a guy beside her and heard about our conversation but didn't seem to care as he looked at me and walked away. Do not come to this store if you are not white. read more

They have flashy flyers and a nice showroom at Station Square. Structube has no warehouse in Western Canada. Almost everything is a month wait. I purchased a dining table and 4 chairs on Jan 3 and it was promised by the 18th. I got a text today saying it just left Quebec and would be here by Feb 4. Before I knew this I ordered a coffee table and it's also "delayed until mid Feb after I was told 2 weeks. This isn't custom made stuff, it is a slight upgrade from the mediocre stuff at IKEA, which is always in stock. My new Condo can't wait for anything else from a Structube store out here. I declined to order $4500 more from Them and went elsewhere. read more

The salesman in this store is very very rude, inpatient and annoyed. When people was surprised the long waiting period, he rolled his eyes. Not a good experience. read more

We found the right table at the right price at the Metrotown store in Burnaby. Have bought other items at this store with no complaints. Today we did. Asked a salesperson if they had the table in stock. He turned to another sales person who had been ignoring us and muttered its not in stock. I heard what he said and asked would he at least check? I turned around and I talked to my wife about how nice the table was. We waited and waited and he was not on the computer checking and had just left us. Finally I explained to a third person the situation. We ordered the table for pickup tomorrow from another location and never saw the first one again. Now, we joke about the salespeople at Canadian Tire who turn into Manequins at the site of customers but are finding more and more this appaling lack of customer service is now commonplace. Last rant. I don't want to hear no worries, no problems...? What! I am not worried and I don't have problems when I purchase toilette paper. Just say thank you, please come again. So Structube is not the only retailer exhibiting poor customer service. Also, why do restaurants end up closing, when they charge tips for picking up your food or include a % to cover covid expenses. Poor or zero customer service is the main culprit. * read more

Terrible in-store pick up experience with Structube, Metrotown Store. Nerve racking customer treatment by the store manager (the Asian/Canadian lady with glasses) and the gentleman from the staff who "helped" us. I haven't had such a terrible customer experience for a long time, maybe ever. After receiving the text message "your order is ready to pick up from the store" me and my husband went to the Metrotown store to pick up our items. It turned out that my order wasn't ready to pick up. We went there at 3.10pm, we left the store at 4.34pm. For exactly 84 minutes the staff searched for my items at the back. Every 15 minutes they would come the front and try to understand what item is missing, would go back to the storage section and try to find it. I understand problems happen. I accept that. What matters is how they are handled and addressed by the staff and store manager so we, customers are happy. And the worst part was how they handled this situation. After an hour of waiting at the store on a Saturday, I talked to the man who was helping us and said this: Me: "I had to make a comment here. We came here because we received a message that says our order is ready to pick up. It clearly is not. I have been here for more than an hour and still there is one item that is missing that you cannot find at the back. How do you compensate this? How do you take care of customer feedback like this?" The Man: "I can cancel the item from your order if you like." Me: "I was informed that my items were all here. Can you at least ship that missing item to my house?" The Man: "We don't offer free delivery" (I know that dear person, I am asking in case you'd like to help me out because you've cost us 90 minutes of our Saturday waiting for our "ready to pick up" order in your store, and the help you are offering is "cancelling my order"????) Me: Can I talk to your manager? The Man: Sure Me: Can you call him/her? The Man: (pointing to the back side of the store) "She is right there" Me: Can you "call her"? The Man: Ok (and he never did) I called the manager myself from the back and explained her the situation. She was much more nerve racking than "The Man" who was extremely stubborn to call the manager for me. I met the manager, she apologized for the situation BUT ALSO threw in something like I had many days to pick up these orders. She basically blamed me for something that has nothing to do with the situation. She also threw in things like, it's so busy today, Saturdays are very busy - which had nothing to do with the situation as I didn't wait for any other customer, I waited for 84 minutes for the staff to find my items at the back. As a result, the Asian/Canadian (with glasses) store manager didn't address my problem. I haven't been compensated for my time, I haven't been offered a delivery for the missing item (which was found in the shelf right next to where all these conversations were happening, after 84 minutes) and I was partially blamed for this situation. Having been in customer service, I have never treated any customer like this. I have always offered solutions when problems arose so I have happy customers. I will never shop from the Structube, Metrotown store again, thanks to the treatment by the store manager. read more

I can't understand why an online retailer is so comfortable with fully putting up a false photo on their website and selling consumers a different product than is advertised? Structube is very comfortable with blatant false advertising for their products. After ordering a lamp online and waiting a few weeks for delivery, the delivered product had a significantly different lampshade than was advertised. When I called to fix the error, the let me know that this new shade was the new version and they simply hadn't got around to changing the online photos. Their only suggestion was I could return it if I didn't want it. They didn't have the original lamp shade in stock. To confirm, it's been about 8 weeks since I originally started looking at the lamp online, and even to this day, a week after I spoke to Customer Service, the lamp online still shows the old shade. For those who are interested, it is the bimini lamp. read more

OMG!! The worst experience ever!!! DO NIT BUY FROM THEM. I ordered a table over a month ago, no communication, no idea where it is, where to pick it up etc and they don't answer the phone! Ive emailed, no response. I cant even get ahold of them to cancel my order and get my money back THIEVES!!!!!! read more

OK, I really like a lot of their furniture; it's well priced, decent quality, and a sensible size to fit in tiny Vancouver apartments, which is the ONLY reason this gets two stars not one. But, EVERY other aspect of the business is REALLY disappointing. First of all, in-store stock is extremely limited, so your only option is to order online, and wait a month to have it delivered to your nearest store for pick up (unless you want to pay $100 extra). Second, two of the three locations in Vancouver have NO parking - the Gastown location being the worst, where your only option is to pull up in a one-car-wide alley behind the store and hope no other cars need to get past while you load up. Third, the order notification is BROKEN and the staff inattentive. After ordering online on 1 July, I received a text message on 13 July saying my order was ready to pick up in store. Unfortunately I was out of town so I phoned the store to confirm the order was there and let them know I would be able to pick up it up when I returned on 22 July. The lady I spoke to looked up my order, confirmed that would be fine, said she'd make a note about that. So, when I got back in town, I drove all the way out to the store (45 minutes drive) to pick up the chair. Came into the store to ask where to park, they looked up the order, got me to sign the receipt, and told me to bring the car around the front. Came BACK into the store and THEN they tell me there's been a mistake and there is no chair, it was never delivered, the store never had it, the text message was an error. Apparently the store employees were aware that texts had been sent in error, but despite this nobody at head office ever sent a correction text, nobody at the store actually checked if the chair was really there despite my phone call, and nobody thought of this until they actually tried to go and get the chair for me. So, I had to drive all the way back, wasting almost THREE HOURS of my time between traffic and parking. Now I'm told the chair won't actually be available until July 29th Structube, do you want to refund me the cost of wasting my time? I earn close to $40/hour, you just wasted $100 of my time thanks to system and staff incompetence failing on every level. read more

I need to start off by saying that I like many of the designs that Structube has and find items well priced. However, I had the worst customer service experience of my life with this store. They were absolutely awful and blamed me for the situation, when it was clearly their fault. I have worked through situations with many online retailers before and never had this kind of issue - absolutely awful, to the point of laughable. I unfortunately can never frequent this store again - they have completely lost my business and feel as though I need to warn others as well. read more

Same experience as several others I see on here. Ordered a sectional online, ZERO contact - ZERO response to any email/phone call (where I could actually get through to a human! most of the time I would hold for 20 mins + and then be disconnected). After a month of waiting, I got in touch with the delivery company (Second Closet - who were amazing, btw) - to find out if they'd received my order yet, they got one box of 2. Their warehouse crew confirmed only one showed up. I've been demanding refund from Structube for days now. Nobody will help, ask to get transferred to mgr/sup and told "we can't do that". Someone told me they'd have mgr get in touch with me. That was 10 days ago. NEVER EVER again. Stay FAR away from this company. Totally understand everything has slowed since Covid, but there is ZERO excuse for the complete lack of contact/customer service. All I've ever received is an auto response email telling me "someone will be in touch soon" - a month later. still waiting. Wish I could give 0 Stars! read more

I ordered a TV console table on Mar 9, told it would be 2 weeks, and I would receive notification when it is being shipped. It is now Mar 27, and I haven't heard a word. My payment went through the day I ordered it, what's with that? read more

After all the bad reviews it was with extreme reservation that we decided to go with the Flanagan sectional from Structube. If I didn't have such a tight space to fit it, i would have gone somewhere else. I'm very pleased to say I had a great experience. I ordered in store, paid just under half in a deposit and elected to pick it up. I was told the delivery date (just under 3 weeks), advised i would not hear anything until the day it came in. On that day I rang at 11am to be told they'd unloaded 1 truck, but 3 more were expected. While i was on the phone i did hear the phone ringing constantly in the background. When i rang back it wasn't until the 4th time that someone answered (it was the busiest shopping day before Christmas so i was understanding). My order was looked up and it had just been received 5 seconds beforehand. When i went in store 30mins later two very helpful staff wheeled the sofa out to my car. Every person i encountered could not have been more helpful. Now for the sofa. It was exactly what we needed for our tight space. it looks great, came securely packed and very easy to assembly. My only concern is that the 2 sections join via 1 small slide-in attachment which doesn't provide much rigidity. I already have my eye on a bed frame and some stools. I'd definitely recommend the Station Square store for its service. read more

I learned of Structube when they sent a flyer to my door. My wife and I were in the market for an arm chair so we thought it'd be worth a look. Their furniture is a nice mix of classic and modern, or a modern spin on a classic look which is what we like. As a bonus, their prices are really good and they don't seem to be grossly overpriced like many other furniture stores. We went in for an arm chair but we saw a nightstand that caught our eye. We kept it in mind and left the store. At home we thoguht about it a bit more and came to the conclusion that it really was exactly what we were looking for. The unit was made of solid wood and looked to be of decent quality. I gave them a call to see if they had two in stock. They said they only have one brand new in box and they wouldn't get another shipment until April, approximately five months from now. I called the Gastown location and they said they had none. We ended up going back and asking them to sell one of the floor models since they had two on display. They said yes! Overall, I like their style and their prices are reasonable. The only bad thing that I will say about Structube is their stock/inventory is quite hit or miss. My experience is just one example but looking at some other items online, they don't seem to have a lot of inventory in the store or online. read more

So I did a ton of research and I was really afraid to order something from Structube due to all the bad reviews. A lot of my research said that you should order from the store where you'll likely get your furniture quicker/on time since if ordered directly from the store so I did just that. The store told me it would take 2 weeks but my first shipment didn't arrive in stores until 3 weeks later. I had my Dad and partner go pick up the items and was told that they helped move them to the card so that was a plus (since in a lot of reviews they said no one helped them at all). When I was assembling the Arc Lamp, the instructions are terrible and we didn't know some of the pieces were already assembled and thought we were missing pieces. Along with not knowing where some of the screws go. I called Structube at Metrotown and Victoria picked up. Had superb service from her - she went through it with us and even sent pictures to my emails regarding which pieces are assembled to what and did her best to tell me where the screws went. I was very surprised. Thanks Victoria for all your help and maybe Structube is taking reviews to heart and improving their customer service. read more

Avoid this place if you can. Took me a month to figure out an online purchase that I made. First couch was broken during shipment, and i found this out after returning home from self picking it up. store would not take responsibility for broken couch and put it back on me, the customer to return the couch myself to exchange it, instead of delivering another couch themselves to replace the broken one. 240 kms, 2 weeks, and dragging my friend with me both times on our days off, later, i now have the couch that i bought. staff/management made excuses the entire time saying that there was nothing they could do, meaning there is little they were willing to do. initially phone calls and emails were not returned by management, only did i reach them when I initiated a phone call after they didnt answer my emails after several business days. Customer service is not a priority. they gave me a 10% discount which barely covered gas/mileage (not to mention me and my friend's time), which equalled about half the price of a simple delivery. For 50$ more, they could have rectified the situation, ensured my future business, and saved themselves from having a tarnished name for those who ask about my couch. too bad, its a nice piece of furniture really, but i'd hesitate to go here again or recommend this place. If you do shop here, just hope that everything goes as planned, because if it doesn't, you're sort of on your own and you're in for a headache. To conclude, save the trouble and your valuable time, spend a few more $$ and shop at a real furniture store; there are hundreds of them to choose from that are incredibly eager for your business and will treat you better. read more