I am not one to slam businesses even if my experience isn’t great but simply put: if you’re ever thinking about buying from structube, don’t. As a student my budget furniture wise was limited. IKEA has great and sturdy pieces but I decide to opt for structube due to their nicer overall designs. Reviews on the products I bought appeared to be good - and although I was warned against buying from them, I did anyways. I bought a chair, a coat rack, shoe racks and a bookshelf. Day of the delivery- the chair is broken in half upon opening. Another bad surprised- the coat rack is already half assembled and broken, with a weird glob of gold paint on top when it is supposed to be grey. This was not something I bought open box just for extra context. I try to build the bookshelf and three hours in when it’s time to put the shelves in I discover that the frame they give you with it is too small to fit the shelves - a manufacturing defect. That’s 3/4 items that are defective and broken. I call customer service and they make me file a ticket- ridiculous considering wayfair and IKEA will both immediately refund you if you can provide proof. Finally my stuff gets approved and I am then asked to repackage the entire bookshelf in the original packaging to be picked up- time consuming, but I gladly do it. They schedule pick up for a whole week later. Please note I live in a studio with three huge boxes now sitting there for a week. I barely receive an apology. A week goes by and the order gets picked up. I get no confirmation email, no nothing. I had to call customer service at least 6 times and none of them were able to tell me where my order was, and kept on giving me timelines that were not respected. Over two weeks after pickup, I finally am notified that a refund was issued (issued, not even received yet). This is a stark contrast from the customer service at any other brand. You are better off buying from literally anyone else. Not once was I offered a proper timeline, most people I spoke to barely offered an apology and were even annoyed I was calling to ask. Also, to note that they delete reviews or fake them. When I went to see the bookshelf’s reviews to confirm that I wasn’t crazy for having a hard time building it, the three seemingly positive reviews on it were gone. Same thing with the chair. It’s like they’ll make some show up to feign the item has a good review, and hope you won’t bother to go through the return process because of how tedious it is. Save yourself the trouble.

I initially would have preferred sharing with you my concerns about the level of customer service we've been receiving via your website but was unable to email you directly. We've been customers with you since 2013 every furniture in our house mainly comes from your store. I am not going to lie there has been several occasion where I often felt like the staff was not as helpful and welcoming as they should be. But whe we first started shopping at your store we had Amanda a Store Manager back in 2013-2014 at your Merival location that was amazing! Now why I decided to share my concerns is that myself working in retail for near 20 years I have seen a lot of situations. When you deal with people you have to at the very least smile and have a friendly approach, it should always be. The way to answer client is also very important being empathic and very polite should also always be a MUST in every retail store. I went to your store today and we had kids and as we were standing to pay a big order there was a lady very focus at her computer. My 4 year old needed to go to the bathroom I nicely asked if there would be a bathroom for her. Let me be honest here that you have no available bathroom for your clients is not my concern. However, to receive a dry answer" our toilette are not for the public" and not a "no sorry, I apologized for that unfortunately we do not however you can always go to Starbuck nearby" would have been WAY more diplomatic answer. Plus it felt very cold and I was stunt by the lack of being helpful being empathic frankly just being nice... I wonder how this company coach their people?in fact, I often feel when I shop in your stores that your staff don't care to engage with clients or acknowledge them with a "Hi welcome", "Hi how are you? "Seems to be lacking. I am not writting this because I want something out of it but as I have said I work in retail and maybe that makes me more critical but what I have been experiencing so far for the most part and want to bring to your attention are big concerns about basic level of customer service. Smiling, welcoming and being empathic wanting to help are essential if you want satisfy and happy customers to return. Please coach your people...For now in our case I had enough we are expecting our furniture this week and we will be moving on. Maybe we will pay more but I prefer encouraging business that will have customer experience and satisfaction at heart..

The staff were friendly and helpful except for Melissa, the manager we dealt with when everything went wrong. I had ordered a table and two chairs to be delivered to my new place on my move in day. When it arrived I only received one chair so I called the store and was told they would look into it and call me back. After patiently waiting for call I decide to call back. I was informed they had none in stock and that I could come pick up the floor model. I drive all the way there on my move in day which was busy enough as is and I had paid the 80$ delivery fee to avoid running around like this on my move in day. As I arrive there is a long line and I waited 15-20 min before talking to a very nice employee who was very apologetic and helpful. We had asked to speak to a manager though to see about a discount as I was no longer getting a brand new chair AND had to come pick up. The manager, Melissa avoided us by sending her employee back to talk for her although she was right in front of us. When she finally came to speak to us we asked what kind of compensation we can get because not only are we getting a floor model and had to pick up, BUT the floor model is all scratched up. She informed us we can get 10% off ... which is 9$ off an 100$ chair and on an order well over 1000$. Melissa was VERY rude and unapologetic. She wouldn’t wave the delivery fee of 80$ that was now irrelevant because I could of just picked up the entire order in store. We then asked to speak to her boss which she informed us was head office and she refused to give us their contact info. I do not recommend this place. Nice stuff but unfortunately they are not organized and when mistakes happen with your order they are not helpful at all. Melissa is the manager at this location and was by far the rudest person I have delt with in a long time. Very poor customer service skills.

It's unfortunate that I need to write this poor review. I've made a number of purchases at the Merivale Structube and have always been satisfied with the products and service. I recently purchased 3 stools (50$ each). I received a text when ready for pick up and drove 40 mins to the store to retrieve. When back at home I opened the box and much to my disappointment I had 3 bases, no hardware (screws/bolts) and only 1 seat. I called the store and requested they send the missing parts by mail given the small size of missing parts. They said they would make the request but later confirmed they were not able to and I would need to return to the store (40 mins each way again) to collect the missing parts. First off - how is a box shipped to the store from the fulfillment centre with only half the pieces in the order? About 4 days later I received a call from the store manager saying the rest of my pieces would arrive on the following Friday (2 weeks after the first pick up). I drove 40 mins again and when I arrived they did not have the pieces. I was told they only received a partial truck load that day. AND nobody thought to call me to notify me that my re-order had not arrived, despite previously explaining that I live in the country and have a long drive each way. So here I am three weeks after ordering and paying, with stools that cannot be used, no clue when I'll receive my missing pieces and about a full tank of gas invested for 150$ worth of stools (+over 3 hrs of driving including my original visit to the store)! I'd feel bad for the store employee if it not for the opportunity for courtesy they had to call everyone who's order did not arrive last Friday and advise them not to waste their valuable time. Meanwhile, my stool bases continue to look great in my new bar! Too bad we can't sit on them.

Listen to the other reviews. Do not shop at this store. You will regret it. The Ravel king size bed came defective after a 6 month delay. The main attraction of the ravel bed is that it has two storage compartments. The ravel came with a hole in the drawer, rendering it useless. The store was notified the same day. When speaking to the manager, she refused to pick up the piece (box 3/3) and deliver the replacement piece (part itself easily 100 pounds). The only way they could deliver the replacement is if I paid 70$ in delivery fees, essentially I would be charged AGAIN for having a defective item replaced. Then, they said for me just to take out the drawer as it would be more manageable. Again, I spent another day on this. . In following their direct instructions, when removing the drawer the latch reversed and bounced back, and managed to slice off a piece of skin on my hand, causing profuse bleeding, leaving me with the inability to have any touch on this area without pain. Great, so no use of my hand while the swelling goes down. When I speak to the store again after the second incident, they said again, there is nothing they can do and I would have to bring the piece in, in order for them to exchange it. Then they said or you can keep the defective product, and we can give you “a small amount” for the damage. Seriously? I paid over 1100$ for a NEW bed with compartments just so that I could have a bed with a large, torn, hole in the compartments? What is even the point? Considering the amount I have paid for this poorly made product, this is unacceptable customer service. They are still unable to do the right thing, despite the time wasted on my part, as well as the bodily injury. I cannot stress enough how much regret I have.

This store is and it's employees are rather useless. We recently purchased a Living Room table from here, about 6 months ago. During the process of trying to get a warranty claim for some chipping of the finish on the table that just shouldn't be happening, it became painfully apparent that not only is the in-store staff horrible at their jobs but they seem to have no faith in their products what so ever. We were told to email head office, and that the local store would get in touch. When the local store get in touch and you go in to speak to them they say you need to talk to head office. Some kind of system that is. Please stay far away from the location on Merivale, and if it at all possible structure in general. You're honestly better off with stuff from Ikea, they actually back up their products with solid warranties and won't make you jump through hoops. EDIT: I failed to mention these clowns, moderate their website for bad reviews. I've attempted several times now to leave a bad reviews. They just delete them... Edit2:They've emailed me asking what the problem is with the product through the in store review but refuse to put the review up, beautiful... Edit3: Opposed to what the reply by Structube says. Our table is being replaced for free via warranty. Their process of dealing with reviews and warranties remains incredibly unsatisfactory. I still highly recommend you never buy anything from Structube, and if you do... Stay far away from this store...

Let this be a lesson to others. I bought an item from there which was delivered with the wrong parts. No problem they said, they can ship me the right one. A week after, the SAME wrong parts were sent even though I called 3 times and sent pictures to make sure I get the right part. Once again, I called and they assured me that it was a problem on their behalf and they assured me that the right parts will be sent. As a goodwill gesture, I got a call from the manager saying that they issued a measly $40 compensation as a goodwill gesture. To no surprise, the wrong parts were sent AGAIN, at which point when I called, the angry rep said: "well, what do you want to do now". Having no other option, I chose a refund and decided to let it go. A few weeks later I found that not only did they not refund me back the right amount but they also said they would take back the $40 they sent as a goodwill gesture since I refunded the bed, which I had no choice but to do. Countless hours spent on the phone later, no one really bothered to help and I decided that this isn't really how a customer should be treated especially for a first time purchase. You can have the best furniture in the world, but your extreme lack of customer service really puts everything in perspective. I don't want to be the cliched to say boycott the place, but it is extremely hard to shop there ever again after such disgusting experience. Buyer beware.

This was a very unpleasant experience. First, staff are not proactive at even acknowledging you when you walk in the store (or spend an hour there...). That should have been a sign of what was to come. My table and six chairs were delivered on the scheduled day but the table was damaged. I got varying information from staff when I called (we "guarantee the surface of the table won't peel due to the chip..."; "we can't put this in writing but we assure you..."; "we can't promise anything and if you accept the $100 off, it's a final sale with no applicable warranty"). Not trusting the table wouldn't suffer further damage due to the chip, I inquired about exchanging it; yes, that's a possibility. But they'd have to pick mine up "this week" (mid-July) but would be unable to bring a new table until... mid-October. Why the rush? "Store policy..." I ended up returning the table and chairs. And waiting 6 days for the refund to be confirmed, instead of the one business day I was told by staff who suggested I'd just drive to the store as "it takes one business day "; glad I waited for a proper confirmation. My advice? If you want somewhat affordable furniture, are extremely patient and not worried that what you're told will actually be the case if you have issues with your order, it's a fine place to go. If you're thinking of making an informed purchase? Don't go there. I sure won't go back.

My Horrible ! Story start on beginning of Nov 2018 i bought a sectional from there after week late it come to my home But Oops ! they give me two corner pieces missing one middle piece i rite away call send pictures and everything after three week later they said we send 3rd party movers to pick up they said nobody home but my wife was there all day , now they want another 80 dollars for a pick up i ask for a prove but there is no proof provided for a pick up , i ask i can buy something else but they want another set of deposit , while they hold my 1200 DOLLARS ! i felt like hostage while the whole ordeal going on , the people in the store we can not do anything we have to talk to corp. after paying delivery twice whicH IS $160 they pick up the sectional and they said we can refund your money after three days but i went to the store after a week the staff you have wait couple more days i kept my cool three days later which end of Dec. I got my money back I was relief . THE WHOLE MORAL OF THE STORY IS THEY TAKE YOUR MONEY FEW WEEK OR MONTHS COLLECT INTEREST WE ARE TALKING LOTS AND LOTS OF PEOPLE COUZ THEY NEVER CARE ABOUT CUSTOMER SVC. OR THIER PRODUCTS. JUST SOLIDIFY MY THEORY I ASK FOR PAINTING TO BUY WHICH ON THE WALL AND AS PER THEM DISCONTINUED THEY WONT SELL IT TO ME I AVE TO WAIT FEW WEEKS WHICH IS LAUGHABLE ! STAY AWAY FROM THEM PRICE IS NOT EVERYTHING . I FELT HELP LESS !!

I visited the store in mid-July and placed an order. The items were delivered September mid. One of the dressers that cost me $900 had some damage. I reported it to the showroom and they replied to me they can give me $110 as a refund though they think those are natural imperfections. Clearly, those aren't natural imperfections but manufacturing defects. I demanded a refund of $200 or else they can take it back. They told me they cannot refund but can do the return but needed the original packing. It's a heavy dresser and it was impossible to take it out with the packing intact so obviously, the packing went to the trash. I said I don't have the original packing and the only way left was a 110 refund. Now they are saying that their system cannot refund to the original payment method (I had done the payment partially in-store and partially online) but I have to go to their store and get the refund after 3-4 days. I wish I had bought a used item from the Facebook marketplace or Kijiji than getting a defective item for this price and compensation to repair the defect myself (this is what they told me the refund is for). So they are ready to take it back but need original packing. They can take payment online but cannot refund online; making everything difficult for a customer. Why take so much pain buying from this place when other companies give much better customer service.

Recently bought a sofa and 6 x dining chairs for more than 4000 Dollars. As we were planning to put the sofa in a basement (our family room), we asked if the delivery guys can help deliver the same to the basement. We paid a 50 dollars fee for that. Unluckily, on the day of delivery, the weather was nasty. Kindly asked the delivery guys to remove their shoes as we have a brand new light color carpet They said they can’t as it goes against their company standards (which I honestly trust is a valid reason, safety first!). Then, asked them to at least cover their shoes but they just don’t have shoe covers which I think is unacceptable. So, just declined them to go through the carpet bringing all the wet dirt from outside which is nonsense. Asked if I can get my money back and they replied yes you will need to call your store for a refund or a voucher. Next day, I called the store and they said they cannot do anything as this was a “service fee”. No flexibility at all ! Just felt that the vendor was indirectly telling me: we deliver your sofa to the room and we mess your carpet at the same time. If you do not accept, we do not refund your money back. Tell me about customer service ! By the way, we had so many companies delivering to our home, they all come with shoe covers out of respect to the place: Bell, Best Buy etc

The furniture is actually nice. We really like what we have bought. The negative on this company is that they will not repair the furniture. I was not looking for any free or outlandish request. We have a chair — it had the wrong screw removed when detaching from the base to move it. Because the leather is tension based it could not go back together. Hey refuse to send anything back to the manufacturer and offer a repair service. They said that they don’t do that. They only ship out of the warehouse/factory and not the other way. They said the chair was not possible to be put back together??? So I made a stop at Canadian tire and did some searching. Found a large clamp that allows you to reverse it into a “spreading” device. 10 mins later the chair is back together. I don’t recommend anyone buy from them just due to the fact that they won’t repair things. When something is out of warranty that does not mean you throw it out. The chair is in perfect condition just that it needed support. They don’t want to help and say it’s not possible?? That made no sense so I went about looking for a tool that could solve the issue. 35 dollars at Canadian tire (probably could have bought the shorter one for 30) and the chair is back together. Apparently they can go back together if a screw is removed from the base attachment.

We bought chairs and a table from Merivale Structube. We got our chairs about a month before the table. When the table finally came in, we attached the legs and stood the table up to notice that the edges of the table were scratched and peeling. We immediately put the table and legs back in the box and contacted Structube for a return of the table. They called back stating that because the table was put together they will not return it. I asked if this is noted anywhere that it cannot be assembled for return and they said yes it is right on the website. After reviewing the website further, it actually states that if you are unsatisfied you can return/exchange unused items within 7 days of delivery and the item has to be in original condition and packaging. The table was in original condition(damaged and packaging) as we had it out for all of 5 minutes to notice the damage. It also states if the item is damaged at time of delivery please contact us as soon as possible with a detailed descriptions and the issue along with phots and they will "take care of the rest". B.S they will not refund you and you're stuck with the damaged product. Not to mention they were very rude on the phone and had no care in the world that our product was damaged when we got it. Terrible customer service.

My first experience with buying a structure product was terrible! I bought a discounted floor model which happened to be already broken when the sold it to me. They reassured me that it was fixed and I wouldn't have any issues with it. When I paid for it, the sales rep informed me if there were any deficiencies with the product, I could get a refund or store credit (at the least). After I paid for it, the console table still needed to be fixed again with glue and screws since a screw fell out of it when I was trying to take it out of the store. Long story short, I brought it home (once it was so called fixed again) and it broke before I even used it. I sent an email to their head office seeing as that's only way to deal with an issue, and the Merivale store manager called me back saying I wouldn't get my money back (or even a store credit) and that there was nobody else I could speak to if I wanted to discuss further... I placed another order with them and I'm planning on cancelling it because of the terrible first experience I had. Terrible customer service. Why sell a product that is already broken and wasn't even fixed properly? At the least, a store credit would of been nice..

Don't shop at this store. You will regret it The Marika chaise came without the cushion that was advertised. The Coastal king size bed is defective. The head of the bolt that secures the centre support column protrudes from the beam and props up one of the support slats at an angle. This makes the bed unusable because it can eventually rip the mattress. The store was notified about these issues the day after delivery. They took 9 days to confirm that the bed is defective. The promised replacements for both the cushion and the bed slats are estimated to arrive at the store 2019-03-08, nearly 2 weeks after original delivery date. Furthermore, in speaking to the assistant manager on 2019-03-05, she refused to arrange to pick up defective slats bundles (2 bundles, easily about 40lb each) and deliver the replacement slats and the cushion that was missed from the original delivery. The only way they would deliver the replacements is if I pay an extra round of $80 delivery fees. They want to charge me AGAIN for delivering the replacements! Considering I already paid over $3000 for the whole order, this is unacceptable customer service.

Worst customer service. Very disappointing experience. They will not honour their return policy and will show you a new one and say oh the salesperson should have handed you this paper and explain to you that assembled items aren’t eligible for a refund. What else? Ordered my furniture last July, they told me I would receive them in late August maximum, then it was pushed month by month and I haven’t received some items until now and we’re in mid February. What about warranty? I received Judith dining chairs in August and in November I noticed that their quality is deteriorating fast and cushioning is shifting from the sides, after less than 4 months! I was glad warranty was for a year so I called, emailed pictures and details and what was the response? That’s considered wear and tear and doesn’t fall under the warranty terms. Just a horrible store and company. -Edit: The store manager Melissa took care of the return and she provided good customer service. The quality of the items I purchased at Structube (dining chairs and accent chairs) aren't as expected. The quality wears much faster than other furniture brands.

The furniture is decent, reasonably stylish at a very affordable price-point, but the customer service is truly Structube's greatest product offering. Even before I got into the store, my client representative, Alex, was reviewing the items I was considering and providing feedback and suggestions. Once at the location, I showed him pictures of my new flat, and he recommended a beautiful set of furniture that even titillated my partner (and trust me fellas, she is a HARD one to satisfy). The real test of customer service came later, however, on delivery day. Unfortunately, there were some problems getting my furniture up the stairs, but not to worry. I called Alex, and he took an Uber all the way ACROSS TOWN to help me take every bit of furniture up to my apartment. Once it had been delivered, he even stayed and helped me assemble it. Now, he promises to get the delivery fee refunded. Truly a stand-up guy, and the fact that he was willing to do this all for some random customer truly speaks to his dedication and the incredible service of his fellow Structube employees. I could not recommend them enough!

I guess I will be echoing what a lot of people have already mentioned in terms of the customer service. We ordered a couch in September 2020 but because of Covid and "delays in their delivery" I did not recieve the couch until January 2021. Less than a month of having the item, one of the wheels broke off. We contacted CS and I had to reach out to them on 4 seperate occasions before they took any action. I recieved three seperate calls from structube discussing the same thing about the item. I can see that communication between managers doesn't occur since they are calling about the same thing with the same questions. Anyways, my last call they indicated that they will call me in February to set up a time to deliver the new item. We didn't hear anything and today I just called to see what's going on to which they replied, "it's ready for delivery". When I asked why is it only when I call everything seems to ready the manager responded with "I don't know, that's not my department". I will not be shopping at this location again. You are better off getting your furniture and such elsewhere.

I called to get a chair I've seen online... Twice I've had the fax instead of somebody answering the phone during the morning, and it has answered finally at noon. Also, they have stores in Ottawa but the chair I want is only in Toronto and they don't sell it online or ship it between stores, she told me that if I want it, I have to drive to Toronto... Really not helpful... bad service and bad way to work in between stores and online order. ......***** Update- I now give a 3 stars as I've gave it another shot last year to order my couch and I had a better service. Here's my review: -In the store service was a bit longer to get as there was a lot of people and not lot of person to help on the floor. -the order date was delayed a bit and I had to call to get updates -however they'd answer their phone right away -they were nice and able to give me details - and I mostly received my couch with not so much delays and the delivery went fast and well too once they received it in store!

HORRIBLE . I Visited today because my sister purchased a bed, a sofa and a coffee table an dining set and she had to wait for a month and a half to receive them . After the waiting the dining came with a white spot, the coffee table looks like is missing a corner and the bed needed to be sanded ...they say it is like that.Two of the chairs had like a lump on the fabric . Not only that, when we were trying to figure out how to proceed for exchange or return, it was a long time waiting between missing information and lack of responses that's why I decided to visit the store and see what could I exchange the damaged furniture for . .. and every thing or for most of then I have to wait until January or March or buy something more expensive until who know when she would receive them . So honestly it's a disaster. They don't have enough furniture or the don't have enough in store or they are just simply lying about every thing in order to not return anything

Service at this location was terrible. We confirmed pick up dates with 2 store employees by phone that our couch would be available for pick up at the local warehouse on September 14 provided payment in full was made before September 9. We and rented a truck and made the remainder of the payment on time only to be told that the item would not be available for pick up for until September 19. When I explained the issue to the employee who processed my final payment she indicated that it was my problem and there was no consideration or compensation they would offer. This is after waiting an extra month for the item with no communication from the store. The customer service line was equally unhelpful...they only deal with online orders and sent referred me back to the store. Totally dissatisfied with our experience but if you're looking for an Ottawa location the service at the Iris location was much better (efficient and friendly staff at that location)

We recently purchased 2 leather recliners and a sideboard and had the items delivered to our condo. Unfortunately the delivery men were very careless when removing the items from their truck and bringing them to our door. Their carelessness caused damage to all 3 pieces. We contacted the store and spoke to Julia, the sales associate who sold us the items in the store. Julia listened to our concerns and was sympathetic. She quickly sent us a form by email to complete detailing the experience and outlining the damage. A few days later we received a call from Melissa, the Store Manager. Melissa was very professional and offered to have new items delivered to our home to replace the damaged ones. Structube handled our concern promptly and without any hesitation. Although the delivery process was a disappointment, the company corrected the matter and we couldn't be happier with our new furniture. Thank you Julia and Melissa!

While I LOVE the Structube style, price and brand, I have never had a good experience in store, especially my last visit. I went to the Merivale location last week at 8:10pm (they closed at 9pm). The entire time I was walking through the store, one of the male employees was following me, telling me that I was messing up his store and to stop touching things. I ended up spending close to $1,000 just on accessories and wall art, and when I went the the cash with everything around 8:50pm, the male employee and cashier were both extremely unwelcoming. They made us feel like such a bother for going to check out 10 minutes prior to them closing. I understand that employees want to head home after a long day, but following us the entire time and vocalizing how inconvenient we were is entirely unacceptable. I have never felt like I made employees this irritated for wanting to purchase their products. I will NEVER go back.

A cliché, but 1 star is too kind. After a poor in-store experience we made the mistake of going ahead, disregarding our intuition, and purchased a table/chairs. Delivery was set for the following week. Delivery day came and went, no delivery, no notice from staff, sat around all day waiting. Finally called the store and was informed the salesperson had not checked stock when placing the order and some products were not available; they meant to call us but forgot. Instead of delivering the in-stock items they elected to put the order in limbo and not notify us, though they of course had already charged our credit card. We made arrangements to be at home for the delivery all for nothing. Perhaps most frustrating was the attitude we were given and lack of interest shown when we contacted the store. Bad customer service, bad experience, thanks for wasting our time. Never again, Structube.

The product I received is not the problem. My issue is the delivery service. I had a love seat delivered to my home and left on my front step for me to drag in myself. I was informed by the two delivery men that they would not help me to get the product into my home due to covid (I was indeed wearing a mask incase anyone was concerned). I have recently moved homes by professional movers who packed my whole house and transfered the items into my new home, including unpacking. I also received a shipment from best buy that was deposited into my home by delivery service. It took two structube men to get the product to my front door. How on earth do you think a single woman with no help will get it into the house from the steps? Extremely disappointed would not suggest anyone order from this company, as I was never inform that there would be no assistance with delivery.

Covid or no covid, the delivery policy of leaving furniture at the door is a massive cop-out by structube and its contractors. Solid wood furniture, weighing hundreds of pounds, left in box at the door. Buyer beware. They are also months behind on my bed. Sleeping on a mattress after trying to lift heavy furniture is not a good experience. Dufresne's white glove service delivered, placed and assembled my furniture. Not worth the discount. Update: a month has gone by since this review. The bed is still not here. They never call to tell me there is a delay, the date just keeps moving. No offer of a discount. The delivery policy is unchanged. I offered to get my own movers so they wouldnt have to deliver and pay a subcontractor. No discount offered. Unbelieveable. Down to one star.

I purchased a bed frame and mattress and told it would be ready to deliver by Sept.3rd. Did not hear anything from them after so I called and learned mattress they had held for me was given to someone else and cannot get another until Jan.28,2017. When did they plan on tell me that? I have tried to deal with store, no resolution. Tried to deal with district manager, on vacation till who knows when. Tried to deal with their customer service, they tried to send me back to the store. When I asked to speak to the next manager up they refused to provide that information. Shady outfit. If its not in the store for you to bring home with you I strongly urge you to rethink placing any orders with them. I now have company coming in next week that will have to sleep on the floor.

Horrible experience! Bought a furniture online on Dec 30. The furniture was not available at that time and the estimated arrival date was Jan 18. When the date arrived, I contacted them and they told me that the new arrival date after 2 months, in March 15, and I should pay extra if I wanted earlier... This is a misleading sale, totally inappropriate and the company even didnot bother replying my email when I told them how upset I was. I had bought furnitures from them before and had problems in the order (they had to apologise before) as their mistake. I clearly should not have given them another chance. To be their customer, you need to be patient and have a lot free time as they ask you to be at home all day on the day of delivery.

After visiting the store multiple times, we decided to order a sectional. Our couch wasn't in stock so we ordered it in store... once we got it, we were missing some parts. The store ordered us new parts BUT the new box was still missing a couple essential items for assembly. I will never be purchasing from this store again, nor will I encourage any of my friends and family to do so. Such POOR quality control on Structube's products. If you're thinking of ordering something from here, you've been warned - spend your money elsewhere on better quality, product, and service. You're better of going to Mobilia, which is right across the street, and Upper Room Home Furnishings across the lot from Structube.

Worst experience ever, my furniture ended up being on backorder, plus because one of the purchase made had glass I had to pay for delivery if I wanted the product + the day I’d delivery while I had to take the day off, the delivery guy calls to tell me he had an issue with the truck 1 hour before expected delivery time, and my order would be delivered the next day instead. Not only no one offer to compensate, but I was told “it happen”. So overall I was obligated to pay for delivery, took a non paid day for the delivery date, was call 1 hour before to inform that the delivery was postponed until tomorrow and no one care about the fact that I had to pay for their mistake!!! Worst experience ever!!!

I called the store to ask about a specific pendant lamp being in stock and was told it was in stock and they would put it aside for me. When my husband went to pick it up, it turned out they put a completely different lamp aside rather than the one I asked for. The store actually had three of original lamp I inquired about as floor models. When my husband asked about buying one of the floor models, they refused to sell it to him, were reluctant to own up to their mistake, offered an insincere apology, and seemed generally disinterested in providing any help. I really like Structube products but I won’t be going back to this location.

I love the uniqueness of their furniture and love the look of my new bedroom. However, their delivery is expensive (many furniture stores provide free delivery) and they don't protect your floors or remove their shoes. It is the purchaser's responsibility to put all furniture together and I was not advised of any options to have someone come do it for me. Lastly, you have 7 days to advise of any problems and you have to figure out how to return the items or pay for delivery again. I had a defective piece of furniture, which they readily replaced, but I had to pick up the replacement or (you guessed it) pay another delivery charge.

Final Update: The droor slider from the store demo was traded for our defective unit and the saga has ended. Update: 2 months later and still nothing. Now they have no record of the issue, so we are sending screenshots of the conversation. To be continued... Ordered a coffee table. It took 4 months to arrive and was defective. Contacted the store the same night we picked it up and they said they don't help with these issues. Submitted a claim and had to follow up a couple times if I wanted an update and still a year later they have not resolved the issue. This is not poor customer service, this is non existant customer service.

We ordered dining chairs from this branch and we were told to come back a week after. We called the other day to ask if our order was ready for pick up and so we decided to come back the following day. Upon arriving, I noticed there were so many boxes in the store. Probably the usual chaos every after delivery. We checked with the store associate and unfortunately, our order cannot be found. We were told to try again the following day. They called and of course they had their excuse that our order was not part of the big delivery. Very disappointing and unreliable. I don’t think I’ll shop again here.

Purchased the Anna lounge chair, price was way less than other furniture stores But they refused to take my Native Satus card for tax exemption unless I picked my items up which I could not do due to size Refusing the card is one thing but making your own rules is another Once I recieved the item I noticed it was damaged Upon calling the store sending pictures via email the manager proceeded to tell me they have no idea of knowing if I had done the damage or not After a discussion I was give $25 back Just be aware sometimes when items are cheaper sometimes so is the service

When I placed an online order I was immediately charged about $1,000 for items that are out of stock for one month. Who does that? Every other online retailer doesn't charge your credit card until the item is shipped. Now I'll have to pay my Visa bill for goods I haven't even received! What happens if there's another delay? I could be out of pocket $1,000 for weeks or months before I ever receive the goods. This is a greedy, unfair and unfriendly customer care practice that means my family & friends and I will never again consider Structube for our furniture purchases.

Welp, I've made my last Structube order (well, they took my money in November but when I asked about my order, whoops! They finally put it in a week ago without a sorry or anything). The furniture looks good, but that's about it. I have a media console with cupboards that don't fit on it, and a cast iron pendant lamp (at least they can't mess that up). Their online support is short and unhelpful, and leaves you feeling as though you've paid a ransom for Schrodinger's Cat. Maybe it'll arrive on time? Probably not. Very disappointed, but I should've stuck with Ikea.

Store was ok. Delivery is horrible. Finally delivered our products, only to find out the base of the table was not put together right. Called customer service, horrible experience, it's been two weeks and they will finally come replace the base of the table today.. customer service didn't really care about our problem. You guys need your own delivery guys. We have to pay for delivery since it comes from Montreal, and we aren't able to track our shipment. On top of this, nothing was done to make our experience better. I will never be buying from Structube again.

I experienced what many people have commented about in regards to customer service. Absolutely rude is all I can say. I was in the process of making a purchase and the lady taking my info asked me in a rude manner to move away from her to the side at a farther distance, despite having a mask and being 6 feet away. I have purchased furniture at the location off of Greenbank, and customer service was nothing compared to this location. Warning, if you are looking for good friendly customer service, this is definitely a place you want to avoid.

Cute and nice looking furniture but the quality is really bad. Even ikea furniture has better quality and installation set up. Bought a TV stand from structure during lock down online. When we bought it home to install nothing was aligned. I had 3 different people attempt to install it. All 3 times none was able to align the door and shelves nothing work. If open something it does not close properly. It was a hassle to return so I decided to order stuff online to put it together. Pretty sure the person whom designed this TV stand was drunk.

I do not recommend this place to anyone they are extremely rude when you’re purchasing and miss treating you, and they will promise you a date which I bought my stuff at beginning of July, they told me you will receive the first half and 15th of September and another half by the middle of next month I find out today they delay each order by 40 days. We no Communication whatsoever and she said it’s normal it happens and head office should communicate with you, not us. Worst Shopping experience and rude customer service in Ottawa ever.

Structube has a great selection of furniture and home decor at all of their stores which are very affordable. We recently purchased a coffee table, end tables, accent tables and a lamp at the Nepean store. The customer representative named Aaron was very efficient, polite, accommodating and extremely professional. We had to return an item and the return process was fast, efficient and hassle free.You will not find a better individual to deal with in Aaron. We are proud customers of Structube and their top quality products.

Worst purchase ever. Cheap quality and over priced. Customer service is just as bad. Ordered 2 dressers in May and received them in September with enough broken pieces that I couldn't even build 1 dresser. Not to mention that the company wants me to repack everything and ship it back so I can wait till mid Dec to receive my next order. And now I'm being told that I won't receive it until mid Jan. I don't recommend this company to anyone. Stick with the local companies. You might get better customer service and quality.

Cheap products that look good. We bought six “Boston” dinning chairs from Structube about 5 years ago and with normal dinning wear, they are now starting to shed and dissolve. We tried reviewing these on their site, but they didn’t accept my review as it was negative. I really don’t like the idea of a company not allowing negative reviews on their site, people are now not informed before purchasing. Anyways, they have nice stuff but from my experience, depending on what you buy, they just won’t last very long.

Poor selection. Majority of things were sold out and not available until October. Also the service was horrible. we walked in wanting to buy a table, we did not get greeted, staff were walking by us not asking if we needed help and didn’t say a word. After half hour of looking around we had to go to the front to ask for assistance. The people working there clearly don’t belong in customer service. We ended up leaving and ordering online instead because we were so disappointed with this store’s employees.

I purchased a media unit from Merivale Structube, after I delivered the product I was surprised by the quality. Two pieces have serious defective problems. I brought them back to the store and was told they will be replaced for me by the next week. After one week I heard nothing from the store, I had to call them again and again and explained it over and over again. I waited for many days they never reach me first. I don't recommend buying goods in this store because their customer service is very poor.

I am sending a message here as I am not sure where else to write a complaint. I ordered a sectional couch after visiting this store location in mid-August. It's now been delayed a third time until Nov 27th. These timelines are unacceptable. We were very excited about our new couch, but this 3.5-month delay is crazy. Very disappointed. Structube has offered nothing in response to our request for reasonable delivery timelines. Oh and I got charged when I ordered, not when it ships.

Furniture is well-priced and generally well made, however upon receiving two items (leather couch and console table) we noted that the screws included for assembly had been coated with something that made them not fit into the receiving thread! Also extremely frustrating that furniture will be listed as "in stock" at a particular store, but it really just means they have a floor model that they won't sell you. 95% of furniture has to be ordered in, and you pay for shipping.

Bought 3 items in total and 1 of them had major defects and couldn't be assembled no matter what (we had to drive all the way to the store and rent a truck to return the other it) and for the 2nd one, we had to drive to the store once again and get new screws and drill new holes for it to be useable. It is horrible to have to wait 7 months for furniture and have it be defected and have to waste extra time and money not to mention the stress. Furniture is horrible quality.

Bad services and really slow for the shipment. I ordered for a dinning table in August, when I ordered, it says it will be come on Oct 1. I called to check at the end of September, it said it will come in the middle of October. Then I called on Oct 11, they said it will be come in at the end of Oct... I don't know how many times they will tell me delay in the future. Anyway, they cannot guarantee anything. And some sales are in a really bad attitude when you called.

I love Structube furniture but unfortunately the staff is never helpful and very judgemental, no matter what location. Always ignored at the store until you ask questions and get snarky responses. Items are never in stock at the store and they market "free shipping to every structube store" but if you want a couch or larger item you have to pay an additional $80 delivery fee because items are too large to pick up in store. Huh? So basically just order online.

They said estimated time for a sectional would be 2 weeks, and when called to follow up, they came up with another 2 weeks. Why don't you guys give proper estimate to potential customers, because you also take 30% down??? not fair at all. Either provide proper estimates or do not sell at all. Because everyone has a timeline that they need to follow. You should respect your customers' timeline for their furniture needs. Anyway, veru disappointing.

We had some issues with an online purchase and Yash REALLY helped us out today! I am so grateful to him because we didn't know what to do about the sofa we got, and the online support options haven't been helpful. Moral of the story is buy in-store! All the people I spoke with on the phone at this location were super helpful and friendly. Nothing beats the product expertise and willingness to help that you can find with this location's staff.

Pricing and product are average to good. Customer service is terrible. And this is not at the store level but at head office level. Store clerk I spoke to was quite nice. Stay away. Shop elsewhere. I purchased quite a few items from this store but never will again. They shipped me broken and used chairs as 'new' and would not take them back. There are other stores to shop from who will honour your rights as a consumer and do the right thing.

Price is phenomenal, their QC is a little bit off. Check here for lighting it is cheaper than everywhere else. Have gotten tables which are acceptable (no damage) but not exactly as the floor model looks, live edge table with a concave instead of being straight/convex means we lost some surface area and metal strapping is slightly visible. Return policy is brutal, were told that basically once assembled you cannot return an item.

NEVER AGAIN. Do yourself & your dignity a favour & avoid. You will be attracted to Montreal style & low prices but it will take months to get any of your items in, you will be treated like a 3rd class citizen for asking any questions about the whereabouts of your purchased items and their customer service is non existence. All emails & phone calls are not returned. Incredibly disappointed by a "family owned Montreal business".

Ordered a sofa in April, I was told the delivery time in August, after 4 months later, today I contacted them, they told me it may delivery in October or even later. I asked their head office contact information, the person in Nepean location said I can only talk to them. Come on! What kind service you guys are doing? I have been waiting so long, you can’t just tell me to keep waiting without any other solutions.

I wanted to return a never opened box of furniture a week after I bought it. They told me I cannot return them because its "FINAL SALE". The receipt indeed said Final Sale; however, I was not told this when I made the purchase. Additionally, 99% of the inventory in this store is on sale and the sale has been running for months now. It appears that the sale is a scam so you cannot return anything?

I like the styles and furniture design they have, and at great prices. The staff is friendly and they don't jump on you every 5 min. which is nice to be able to browse until you have a question. Only negative thing is that they don't always have all the pieces that they have online on hand or on display. I went in at 2 occasions and both times they didn't have what I wanted to test in store.

We bought a bedroom set a few years ago, but the push/pop drawers have never shut in the dresser and night table. Even their servicemen couldn't fix the problem and appeared unapologetic. Couple of years later, one of the bed's feet has popped off too. I don't think there is any point in approaching Structube; poor quality merchandise followed by people who don't stand behind what they sell.

If I could give it zero stars I would. Most of my furniture is from strucktube but in July I orderd a desk and drawers and Im still waiting for it in September. I have called several times and am constsntly told 'next week'. The staff were border line rude, terrible customer service. I love the product but will never order anything again if they do not change their staff and delivery time.

Stay away from this store. I Completely agree with the other reviewers - horrible service, nothing in stock, products are not delivered when they are scheduled - and when finally it's delivered it's defective. Customer service doesn't return any emails, and the store does not follow up on messages. They have nice furniture but with this service, they won't see me in their store again!

For one they have very limited inventory. Most of the furniture takes months and months to see / receive. In my view it's similar to an Eatons store. I've been waiting for a price on a table (only a price and not the actual table) for 7 days now. To say I'm disapointed would be an understatement. But it's kind of my fault this time since I know they're awful yet I went back!

Positive: Design and Price... Negative: Durability and Staff attitude .. I did three purchases within one year .. Never had pleasent experience with their staff. Now, when an issue happened with one of their sofas we purchased, its like our big sin. Long story short, buy their products just if you dont care about durability and warranty. Its priced to get what you paid for.

Structube furniture is not your high-end 'fashion statement' stuff that folks with much-money tend to go for. But neither is it low cost IKEA style bargain furniture. Good quality, modern styles, practical stuff at very reasonable prices. Now if they could just do something about the strange name that makes them sound like a construction engineering firm ----.

I just went by Structube on Merivale and it is open? OMG! How greedy a company is this, that is willing to risk the health and safety of it's employees and the public to make a buck? You just lost my business permanently! While under a state of emergency in Ontario, I hope they get ordered to close and charged or something. Simply put, this is what is wrong!!!

These photos are proof Structube has increased their prices within the last 6 months.$200- $300 increase? For what? It's not like you deliver your furniture to customers anyways! UPDATE: Looks like they removed my pictures. The Ellie couch used to be $399 and is now $599 since April The Delano couch used to be $1,499 and is now $1,799 since April

WORST! WORST!WORST! I have been waiting for my order over 6 months. The item has been delayed continuously since April. I was told I may receive my order in Dec 28 or it may delayed again. I can get my refund by the time if it is still unavailable. COME ON, of course I can get my refund, STOP SELLING PRODUCTS IF YOU DONT HAVE INSTOCK!!!

Haven’t been overly happy with my recent experiences at Structube. On multiple occasions I have not been acknowledged by staff at all. There are boxes of product covering the store and blocking most walkways, which is quite dangerous and really impedes upon the ability to see the potential of the product in the display rooms.

Don't trust the reviews from their website, go in and see the floor model before you buy, they really filter out bad reviews. I have posted a couple of reviews for a couple things of the many things I bought from them, honest reviews but pointing out some serious quality issues, never saw them got posted on the product page.

Nice furniture store in the West end of Ottawa. Good displays and large showroom - in certain areas however it was a bit messy or cluttered. The staff is helpful, however it was not too easy to find one to ask a question...lol Overall we are considering buying couches from Structube, so I may update this after the purchase.

Found both a chaise and couch I wanted to purchase. 5 staff in the store only 1 of which was helping a customer. It took well over 25 minutes for someone to even help me all while I stood near the cash and made eye contact with them. Ultimately I decided not to purchase from here even though I found 2 pieces I wanted to buy

the furnitures are very nice, we actually know what we wanted. but this location (Merivale) customer service is very poor. they won’t assist you right away and the person who finally assisted approached us with a grimace, lack of interest of talking to us. We decided to go to another location to order what we had in mind.

Just received my Reno table I have been patiently waiting months for. Absolutely jaw dropping! For the price, style and quality, def worth the long wait!! Wanting to call in to say thank you, no answer or busy tone!!! My neighbor has said that the staff was occupied with a line of customers when he went in to buy stools.

If you're ordering something not currently in stock, don't expect Structube to contact you with updates on delays. When they finally do get in touch to arrange delivery, expect to be put on hold for half an hour then disconnected. You'll be instructed to fill out the form online for a call back within 2-5 business days.

I love this location! Great selection of floor models and they often have a large section at the back with clearance models as well (significantly larger area and variety than the other Ottawa locations). I find they have the best selection of all Ottawa locations aside from the new Mega Structube in Kanata.

I LOVE most of the pieces structube carries. I would recommend visiting one of the locations before oordering online. The only downside is that it can take months before your furniture comes in. We bought a new table and chairs and the price was reasonable. Quality of furniture appears to be well made.

Terrible service, rude manager and uncompromisingly short when answering our questions. We were very interested in purchasing a large piece of art, but because of the manager we will NEVER be back. We came on October 29, 2016 at the Merivale location. Just terrible...I do not recommend this location.

DELIVERY SERVICE IS HORRIBLE: I recommend you to never shop here again because nobody knows anything unless they’re manager is there and the manager is never there, also they’re delivery service is horrible tbh I don’t know how they are still in business hope they go bankrupt absolutely horrible.

Excellent customer service!! I ordered a desk online that was on back order and the date kept getting pushed back. The store was so kind and allowed me to buy the floor model they had, meanwhile while other structube locations said no. They also bubble wrapped it and loaded my car with it. :-)

This location is a bigger than the one at ikea. However,things are packed so tight. We had to take our baby out of our stroller and carry her because it was so jam packed. I only say this because no one who is in a wheelchair would be able to come in :( Staff here is friendly and helpful :)

Horrible customer service! they gave me two wrong boxes which were mislabeled from a bed. They left me with "3-5 days we will get back to you". They had bed slats in the floor models but they will not take them in a weekend to help a customer whom they screwed. Its the worst service ever!

Purchased our sectional from Structube and we have been extremely satisfied with their service. The delivery was on time, and the Sofa was exactly how we expected it to be. We will definitely return to the Structube on Merivale. Great selection and professional, friendly staff. Thank you

Support this business over any of the major furniture stores, like Ikea. The personable staff, affordable prices, and unique pieces make this store worth visiting. The associates at all the locations have gone above and beyond to help me each time I’ve gone there looking for furniture.

Beautiful store with interesting items. I "pre-shopped" from their on line store to see if items were in stock at the store but when I arrived in person I was told there were none available, even after saying the items were in stock at the store. Too bad. I was ready to purchase!

Store was large, had lots of stuff to see. I ended up buying my dining room chairs and my living room couch from here. The quality of the chairs is really good for the price. They were 50$ each and fit in really well . The couch is very good as well. Good bang for your buck!

Previously, I went there to buy a floor lamp. But it just took me 2 months to get this floor lamp. During the process I also came to the store two times. The procedures to assemble the lamp is also very confusing and misleading. It took me a great effort to put it up.

We bought our sofas not more than 7 months ago and they look terrible now with regular wear the fabric is piling something awful and the cushions and seats are sagging and uneven. Not worth the price! Even ikea sofas last for years longer and they’re much cheaper!

overall happy, but my goodness allow access to washrooms for customers.... couldn't relieve myself while my wife and kids were shopping... i seriously tried to find of another store that doesnt allow access to washroom to its customer and i couldn't find one..

Delivery never showed up. Lost work for 2 days and not even a phone call. They refunded the money but really don’t care about what happened. This company doesn’t care about its costumers. I wouldn’t recommend them to anyone. Your better of going to IKEA.

We have been in recently and purchased several items over the last 6 Weeks and each time we have been in we have been helped in a wonderful manner by Yash. What a great Employee this Branch has we will certainly be back again for more items. Zoe Wilson..

Love all the furniture I got from structure. The merivale store is great - staff are friendly and I found all the furniture I needed. Would go again. Highly recommend structure! Prices are reasonable and products are of good quality and modern.

The Boris is beautiful, mine has a few scratches and is a little rickety the unit sways if I try to push it. there was no way I could repackage it so I just assembled it. I hope that I can get a discount or store cred considering the defects.

You have outfitted my counselling office with beautiful furniture. Many clients have commented how they feel so much more at home and comfortable in the new office. This is so meaningful for people. Furniture is excellent quality for price.

My experience with Yash was incredible he made our dream come true with helping us with every single item that we wanted. He made sure that it was in stock as we need it as soon as possible. I would definitely recommend him to friends and

This was our first time in this store. I really loved the style of furniture, its modern an not outdated. I noticed some comments online about furniture being out of stock but that's the case with most furniture stores. Product is backed

I was very impressed with Structube's quick, efficient service. When I wanted to order a specific dining table that was out of stock, the team worked quickly to secure another one at another location and had it delivered a few days later.

I would prefer to give NO STARS as they sell defected items and inconvenience you by having to drop it off again and picking it up. The furniture is heavy and I live in a condo with lots of stairs, why should I get stuck doing this again!

Great service from Charlotte. Great store and very trendy furniture. Be aware that most of the times you have to order your item and wait a few weeks/months to have it at your home. Great delivery service. Pieces require little assembly.

They helped but did not want to depart with the side tables for fear THIER sides of the bedside Acicia would not have the sides for future clients! Does not make sense they are there to sell furniture not slow down the movement of it!!!!