DO NOT shop in this location. As a constant customer of the Structube, I am extremely frustrated in my recent experience with the Granville store, and I would have given 0 if I could. I originally purchased an item in-store and got helped from this associate named Sara. She was very helpful with our order, so I decided to go back after two days to make another purchase. After purchasing five other items, I asked Sara if she can kindly help me doing home delivery for a total of 6 items. She seemed struggling a little bit, so the Granville location manager, Afi, has helped Sara put all six items in one delivery and set the delivery date to April 15th. I had to make few changes to these orders before the set delivery date, which is April 15th, so I've contacted them about two more times had to explain from the beginning how I ended up with six items not in one receipt to all be delivered in one day. After all, before ending all conversations, I had to triple check with the delivery date and both associates (Afi and another associate, which I did not grab the name) confirmed over the phone. After several conversations on both over the phone and email, I still didn't get any confirmation on changes to my order and the delivery therefore, I MYSELF, as a customer, had to call them yet again to confirm my delivery and ordering. Afi, the manager, confirmed again that the delivery would be on the 15th through the phone. Then I had to ask my roommate to take a day off from her work to receive this order as the delivery date has been confirmed three times now in person, through the phone and email. Today, I'm supposed to receive my order. My roommate was waiting the whole day, but both she and I weren't receiving any phone calls or emails regarding the delivery; therefore, we yet again had to contact them again. Then Afi, who has been having all these conversations with me for the past three times, has told me that they have not confirmed the delivery date with us; therefore, the delivery won't be made today. At this point, I was so frustrated that I had to remind her AGAIN with all our past conversations, and then she was telling me how I'm responsible for confirming delivery date by clicking the link from the email they supposedly send us and how I'm the one who's supposed to let the store know that I didn't receive any further emails which both Sara and Afi told me there would be no additional steps I need to take when I triple checked with them. It's extremely unprofessional how Afi tried to argue and blame me for all confusion that's been cost and WOULD NOT recommend ANYONE to have to go through this experience.

I recently bought six chairs for my new business on the Sunshine Coast We are currently in the final stages of construction and, as it tends to happen, things got delayed. Last weekend (3 WEEKS after pickup), I opened the first chair and noticed that they really didn't go well with the colour scheme, so we wrapped the one chair back up in its original packaging. Five out of six of the chairs remained UNOPENED. The exact product is still in stock and available on the website to buy in both colors. I came in to the store this evening to discuss an exchange. I approached the front desk and explained my story to the gentleman. I asked if there was any way I could exchange for a different colour or return the chairs for credit. The gentleman simply and abruptly said "No" to every question I asked (Even open ended and follow up questions). No explanation, just a hard "No". I asked if there was someone else I could talk to- he said "No". It's hard for me to convey this mans tone and body language in a review, but belittling and aggressive would be a good start. He might as well have just shut the door in my face. Feeling pretty embarrassed, I left the store. After gathering my thoughts I returned and asked to speak to a manager, I was directed to the very same gentleman (Boris) and the horrible customer service continued. I asked to speak to someone at head office and his response was to "look it up" and that " you can try but they're just going to redirect you to me and I'm going to tell you the exact same thing". Same rhetoric just with a little more force. I'm going to admit that I was unaware of the 7 day return policy. Had I known it was so stringent, I would never have purchased these items from Structube in the first place, but I can only blame myself for not reading the fine print. But given my geographical location, situation and the unopened condition of the products I was returning and most importantly, the fact that I am a human being, I think that I warranted at least a semblance of a respectful conversation with the store manager. Moving forward, I will not hesitate to tell anyone who asks or any social media sites what atrocious policies and customer service Structube has to offer.

This is going to be my first one star review ever on google, the irony is I haven't even got my furniture yet. This one star is because of a brutal experience my wife and I are going through before we even get our furniture delivered (which is currently late). First and foremost, before you buy any furniture from Structube, make sure you have more than a month before you need the furniture. Once you place the order, Structube hands the process off to a third party logistics company and washes their hands of all responsibility. The order enters a black hole where not one person in the world is capable of telling you where your order is. This is really unfortunate because our initial experience with the staff at the store was nice. They were helpful and made it seem like an easy process. They told us that "if we order before the Tuesday cutoff, we would get our shipment in two weeks." Its now 25 days after we placed the order and no one can tell us where the furniture is, only that someone "should be calling us soon to schedule a delivery"... that unfortunately doesn't cut it. Structube is the front end of the business and is responsible for the customer experience. An experience that has been over-promised and UNDER-DELIVERED. At this point, even if we like the furniture, we don't feel that we will ever purchase from Structube again because of all the time and headaches that have gone into this process. I hope this serves as a cautionary tale to all, unless you have lots of time and patience, don't buy from Structube.

Just received this 3-seater sofa "Carine" delivery arrived( I need open package and install the legs with myself, sad....) which I purchased 3 week's ago from Granville St store, as picture shown, when I open the package. I found there a big opening on bottom black fabric of the sofa and the opening is about 22 cm long, OMG!!!!!!!!, when I carefully look at it, it's edge a bit dirty and it's not seems new opening as I could assume, it's like the opening is already existing before people packaged it. Secondly, the sofa leg is very different to install, before I made my decision to purchase this sofa. as the sales told me there will be pre-filling holes for easy snap those 2 metal legs and screw up, but it's not, I need to located those 10 holes and screw up them, but since the body frame is really hard, it's bit tough to engage all your body power to screw them, not as someone of this store told me better use power tools to install it, it can't, you must screw up those legs manually and make sure you ingesting more energy before doing installation jobs, it's really bad assembling experience, but I could say, this sofa comes a nice design. After negotiated with them, the customer service commit to 10% discount for this problem, while their open box items without product problems on website shows 15-20% discount rate. Do you think this is a good solution to solve this customer problem?

The Absolute worst. Bought a queen bed and leather sectional and paid the hundred for home delivery. Furniture arrived and upon opening the couch we discovered damage to the leather right armrest. So I called and asked for an exchange, and was told I had to bring it back. I brought it back and was then told I had to man handle it on my own into the back of the shop. Then I was informed by the rude "manager" that in order to receive an exchange I would have to pay an additional hundred dollar delivery fee. I wasn't willing to do that as it wasnt what we had agreed to. I then asked for a refund and was told they couldn't follow their company policy on refunds even though it's advertised right beside the till. So a cheque would have to be mailed. I asked for a number for their corporate office. I called and found out that the number I was given was for their customer service, who explained I had to deal with the store manager. The store manager told me they didn't view the damage as damage at all. Their head office has no one to deal with the issue. 7 days later and I have still yet to receive a cheque for reimbursement. The manager lied to his district manager. I have emailed and called daily to try and get someone to deal with this and they just don't seem to care. I've messaged their customer support on FB and nothing. Garbage. Go anywhere else in my opinion but them from now on.

What a horrible experience. After 1 month of waiting for my order, they called me to let me know the item has been recalled. They refused to sell me the floor model at Gastown saying no other store had it as a floor model so they had to have it so people could see it. Which infact turned out to be a lie because the Granville location had it as a floor model. I tracked it down and called the Granville location who told me they had one model that was returned by a customer due to the table being wobbly. The person on the phone told me he reassembled it and the table was fine and said I could come pick it up. I made arrangement and brought a truck to pick it up at the Granville location. The staff at Granville had no idea who I was or what I was there for. After waiting 10 minutes for them to confirm with their other staff that the table was for me, they told me it would be a final sale so I thoroughly checked the table out. It was broken. The gentlemen told me this was why it was returned..... I said someone else told me they reassembled it and it was fine, but he said that wasn’t true. they were not apologetic and seemed as though they really didn’t care about the entire experience. Save your time & money and shop somewhere else! Horrible customer service, and now I have no dining room table for the holidays! SAVE YOUR MONEY. BEWARE.

NEVER BUY FROM STRUCTUBE They don't care about their customer or product. They sent me items that were either returns or displays, even though the items are listed as new on the website. It's been over a month and I still haven't received the items that I ordered, and no one at Structube is telling me when I will get them. Here's the full timeline. This happened this year. April 17th, I placed an order on for a Conrad 3 drawer chest, a Conrad bedside table and a carpet. May 3rd, Order arrives, I open the box with the carpet which is fine. I then open the boxes of the furniture items and start noticing that there's damage. This damage isn't from the furniture being transported because some of the parts that were damaged were in the middle of the package. At this point I'm a bit annoyed but mistakes happen. I contact Structube to let them know that the furniture is damage and I wait for a reply. May 4-6th. I exchange some messages and speak on the phone with Structube representatives. I send them pictures of the damaged furniture and on May 6th they approve my claim and say they will exchange the item for me. Then, complete silence from Structube's end. It's now June 14th and I still haven't heard a single word from Structube. Never order from here, they absolutely don't care about their customers or their products.

I want to like Structube, I really do, but some of their company policies make it next it impossible to do business with. As a designer (with a degree, business, website, etc) it took me nearly two weeks to get approved for a trade account to place a large order for a corporate client. Why they don't give their store managers the authority to give the lower than industry standard 10% discount is beyond me. My next project was even more confusing. My clients were after two club chairs, one was stocked at each of their local locations but we couldn't get them transferred to pay for the order together. I assumed this was because they were franchised but nope, they just require their clients to drive from location to location, paying in person with their designer. As other reviewers have mentioned they also have a bizarre policy to not help clients move or load any orders. I understand it's an insurance issue, but the Granville location didn't explain this. One of my very petite, female clients was parked in their loading bay, struggling to get a club chair in her car in the rain on her own, and when she asked for assistance the associate just said "No, I don't do that" but proceeded to stay there and watch the whole time. Whereas the Gastown location explained their policy and still proceeded to help.

First off, the staff is all great, so the 2-stars is not indicative of my store experience. The 2-stars is for the lack of quality control in the furniture that I bought. I purchased a desk and upon bringing it home, realized that it was damaged. This wasn't just accidental damage, but rather, a scratch on the desk that the manufacturer tried to cover up very sloppily. There was excess paint drips around the area, it was completely uneven, and the finish was of course horrible. I took it back to the store to exchange for another. Upon bringing this new unit home, I noticed damage on the corner of the desk. A good piece of the corner was missing, and they used filler to try to fix it. This resulted in a rather rounded corner in an otherwise sharply cornered desk. Since it was the back corner, and I had already spent my afternoon bringing it back and forth, I decided to keep it. The fact that I got 2 pieces of furniture, and both of them had clear factory defects that were sloppily fixed, suggests that this is just how they operate. I will not be coming back to play furniture lottery in the hopes that I get a unit that is not damaged. For those looking to shop here, understand that while their pricing is competitive, you need to examine your purchase as their quality is iffy at best.

I ordered a shelf and a small cart online. The shelf is a returned item, this was fine. But it still has previous purchaser's name and address on the box when I picked it up at store. The item itself has multiple irremovable stains and scratches, (and girl's hair everywhere when I open the package). The store really should have checked the item before selling to second customer. (and the previous purchaser is just 12km away from the store, I do not understand why it took almost a month to ship to the store). I did not expect a super solid quality at this price range, but I do expected a new item free of scratches and marks of used. Sadly, I found these scratches on my half way installing, so it will be too much work for me to disassemble, pack and bring the shelf back to store to exchange. Also, I do not even want to think about the possibility next customer seeing my information from anywhere. Also DO NOT trust their reviews on their website. I tried to leave a 1 star review on the website, twice! They just simply do not post it. its still rated 4.8 stars and full with "yes, I am recommending this item" on the item page. Only the cart was okay, its prettier than IKEA's. But my another cart from IKEA has much better quality with only 1/3 of the price. Over all, very disappointed!

While Structube has some nice pieces that are affordable, their customer service is quite lacking. We ordered couches in the store and was told delivery was included, GREAT . So what went wrong? We were not informed that the third party delivery company would only deliver to the door and not bring the couches inside. Now to the third party delivery company, GoBolt. Structube you are either part of the scam the delivery company is running or you need to find an ethical company to work with. When the delivery was supposed to be "free", GoBolt did not make any effort to call or email us about the delivery on the day of. We were told that the delivery would be within a 5hr window. We waited by the window and watched the delivery truck drive by twice really slowly, saw someone take a picture of the house from the truck and leave. Next thing you know we have to PAY for delivery even after we told structube what happened. When we paid, every effort was made to contact us on the rescheduled date. Listen Structube, if you want to charge for delivery just be upfront about it, don't mislead your customers and give them the run around. You wasted our time and with the price of gas and cost of labor, how much did you really gain?

It is my first time shopping with Structube and I am very disappointed. Structube is unable to hold up to their commitment of delivery within 14 business days after dispatch. We have moved to a new home and was excited to receive our furniture before the new year. When it did not arrive within the expected time frame, I called to follow-up only to be told it should arrive next week, which it did not. After following up multiple times by email and phone to be told "the shipment cannot be tracked once it has left" and "the logistics company is following up" and there should be a response the next day. I get the same answer of "logistics is following up" each time I call. I was not informed the transporter would be on holidays from Dec 24 to Jan 3rd until today. I understand weather can cause delay but to not be able to track a shipment is not reassuring when you've made a big purchase. Their products are trendy and reasonably priced and customer service agents are well mannered but it is not acceptable that no one can track a shipment and provide an ETA. For that alone, I would not recommend ordering online from Structube. It is my first and will be my last purchase with Structube.

I ordered two sconces online to be delivered to the store. After confirming on 4 separate occasions that these are on the way, after 1 month and 1 week, I was told they’re back ordered. At first I emailed the company, not specifically the store, to ask for updates, and received confirmation both times that they are in stock, one email saying that they have already been dispatched and are en route. I then called the store for a follow up, they told me when they would be arriving. That date came and went, I called back, and was told another date. They still did not arrive so I called the 1-800 number and it was confirmed that these aren’t in stock. The rep apologized but offered no alternate solutions, so I cancelled my order. I understand shipping is difficult at the moment, but these were obviously outright lies that I was told, as it was confirmed that these had left the distribution centre. Absolute bs, will not be shopping online or in store ever again. Edit: Structube replied to this review weeks ago saying they hope this will be resolved to my satisfaction, yet nobody has reached out to me. Super scummy to try to make yourself look good and then not follow up on it. Yikes.

Absolutely terrible customer service. Went in to order 4 chairs because I had been given a gift card and was unable to use it online. Woman who put my order in seemed annoyed to have to do this for us. Order date was roughly 3-4 weeks which is fine and got a notification of when they arrived. 1st trip to pick them up, they gave use only one box so I called to make sure they had the rest. Cheerfully told to come and pick them up, it's not a problem, no apology for the mistake. Went and picked up the bases, they shipped with only 1 set of hardware. Called to see if they had more, told they could order some in in 5-10 business days. I suggested trying the other stores, was told it would be faster for me to call them myself. Second store I contacted just said no, no offer to help. Finally, third store actually said sorry (a first!) and then actually went to look in their stock room. Ended up having 2 sets and offered to take another from their floor model. Does anyone actually check or receive orders? Does anyone there actually care? Has anyone ever thought to train the staff to be remotely pleasant or helpful? I would venture a guess that the answer is no to all three.

I purchased the Soft Sectional from Richmond Structube and the cushions have flattened out to such a degree that when you sit on it you end up sitting on the plywood bottom. It does not fluff back up. When visiting the store, the couch was in perfect condition and the salesperson did not advise that the cushions flatten or that they do not fluff up when this occurs. I purchased this sectional and it is the main focus of the room and it is an eyesore as the cushions are completely flat in the middle and are extremely uncomfortable. Had I had this information prior to purchase I would have selected another sectional. I spoke to a representative at the Richmond store and she stated that they were aware of the problem due to many customer complaints but said that there was nothing they could do about it, it was a manufacture issue and do not offer any refund, replacement or recommendations to resolve the issue. I have attempted for many weeks to speak to a manager and after many emails with photos, and phone calls, have had no results whatsoever. I would not recommend purchasing anything from this company as THEY DO NOT STAND BEHIND THEIR PRODUCT.

If it were possible to give ZERO stars we would. The store manager was rude and downright insulting. Your 7 day return policy is ridiculous! We tried to return brand new throw cushions after 3 weeks with the price tag still on them (and identical to the ones still displayed on the store shelves), and were told about the 'clearly stated' policy on the back of the receipt. FYI: most people don't think to look on the back, there was no word of this at the time of purchase, and almost all your competitors offer 30 days. No budging on this policy, even for a store credit. After we noted that we had been thinking of buying bigger ticket items for the condo we are trying to furnish, the manager accused us of making "veiled threats" to withdraw our business. He seemed far more interested in his own private "I'm the boss" power trip than in making his customers feel valued. So congrats to you for 'winning' in this interaction, boss - we're all too happy to spend thousands of dollars elsewhere, and to advise others to avoid your store unless they enjoy being treated like s**t.

Structube quality and service makes IKEA look amazing. Both furniture items we had delivered came with manufacturing defects, had extremely poor instructions, and no service available through a physical location, and emailing them for help resulted in nothing meaningful so we gave up (they try to avoid helping you through email too, similar to the store). Their return policy is really aweful as well, which tells me they know their own quality well enough. Though one of our defect is partially structural (the other might become structural down the road too), it is holding for now and we will just cut our losses and look to replacing them with better furniture soon. If anyone wanted to know, our issue was that part of the wood that is load bearing was flaking off as it appears it had partially rotted and Structube tried to just paint over the rot, and the other issue is one of the drill holes for our table had a welding mistake with a piece of metal fused to the hole so you can't put the screw through it, so the table top isn't sturdy.

I purchased the "Drew" stool in grey. And the sales lady gave me Black instead of grey. I didn't pay close attention until I got home. I called the store and a male answered the phone with just "hello". I told him I bought a stool and the lady gave me the wrong color and he didn't even ask any details except what color I wanted and I said Grey. I asked him if he even knew what stool it was and he said "Yeah, the ...." (A completely different name.) I said, No, its the Drew so he said let me check if it's in stock and to come back and replace it. Which is fine, but it took me over 45 mins to drive there today and I told him I wouldn't be able to go there until Saturday and he said that's fine. I said, can you put it on hold it? he said he'll put it aside for me but didn't take my name or #. I had to make him take my name. This seems unprofessional. I don't want to go there again and it be sold out & having to drive an 1 1/2hr to and from the store AGAIN is a huge waste of my time! I would avoid that store if you have to.

If you don't mind waiting endlessly for an ordered item, then go ahead and order from this unreliable store. In June I had ordered a Papasan chair with a cushion. The chair structure arrived within a promised time period but there is no cushion to be had. I haven't received any apologizing email, nor any notice that the delivery times for some items might be longer than specified. It was only after my email inquiry, I was told the cushion will be available in September. I was looking forward to enjoy the chair in summer - but hey, no problem, I will make it work for September! In September, I sent another email when to expect the cushion and the reply was: "Please note that the dates given by Structube are approximated, as a result, they are subjected to change." and that the cushion is expected in December. We are not talking weeks or months, but possibly years...I assume in December I will be told it would be next May and so on. It is unreliable, unprofessional store with zero customer service. Never again!

I ordered a table from Structube and was told it would arrive in 14 business days. It was over a month before I got it. The table itself was pretty big and heavy so my friend graciously offered to help me take it home. When we opened it up we realized they gave us the wrong legs for the table. The top was a rectangle and the legs and brackets were for a square table. When I called they said they could exchange it but I would have to pay the difference and move it myself. I have a neck injury at the moment so that's not ideal to be hauling a table around Vancouver. I asked if they could waive the fee they said the best they could do was 10% and insisted I pay the $3 remainder. Absolutely CANNOT be changed due to POLICY. This whole process has been such a nightmare just for a table. I have a party coming up too so hope my guests like eating off the floor. Sorry to whoever got the other half of my table. Hope it goes better for you. Would not recommend buying here.

I ordered a queen size bed frame(said queen on the box), got it home, put it together and it was a double. I was instructed to disassemble the bed and put it back into the boxes. Three days later they deliver the correct size. It had one large chip out of the paint and one smaller chip(see photos). There was a spot beside the bigger chip that had obviously already been repainted and it looked as though the bed had been previously put together. They offered a $50 reimbursement, however, I would have to bring the bed back to the store myself. They said they could deliver it for a $100 charge which I was not willing to pay since it was a damaged item and not my mistake. I decided I just wanted my money back, but I still had to bring the damaged item back to the store myself. This is the poorest customer service I have ever experienced. The amount of inconvenience was incredible and I will never return to this store nor would I ever recommend it to anyone.

Just like the other reviewer, this is not a review of this specific location but rather Structube products in general. We have bought two designers office chairs. One of them retails for $269 before tax. In just few months the base on both chair started squeaking so badly that my neighbour knew when I sat down. Same issue on both chairs. Now 9 months after the purchase the chair does not hold height and sinks down. Will be returning, this is not acceptable for a chair that costs three hundred. My favourite part is that when the chairs started squeaking I got annoyed and wrote a review on their site. I got response back in roughly 3 months. The review never appeared on their website, so be aware the reviews are just whatever they want to show you. In this time this is not surprising but thanks to the internet there is a way to do an actual review. My two stars are for the design, which I really like. As for the build quality, its hit or miss

I am unbelievably annoyed and upset with Structube. I purchased a couch on December 30th and they told me it would be delivered by Feb 4th. I called on February 4th as they did not contact me at all, and was told that they forgot to enter a date in my file and so my couch was never even ordered. I got a call back saying they would source one closer for me so that I don't have to wait an entire month again but once again, they go radio silent and tell you nothing about your order, it's whereabouts or a timeline on when you should be hearing from them. Just to add fuel to the fire, i e-mailed their service desk TWICE to complain about my terrible service and they just told me to contact the store directly.... WHICH I DID BUT THEY WEREN'T INTERESTED IN HELPING ME. The only good thing about structube is you can return your items at any time.... so that's what i'm going to do after writing this review as I've already purchased a couch elsewhere.

I ordered a credenza on May 7, 2021 and my email confirmation says it will be in store for me to pick up on June 15, 2021. More than a month later, my order hasnt arrived and no one has contacted me. I call the customer service line to ask what is happening and why they didnt let me know my order wouldnt be ready after they have already taken my payment. The woman on the phone said 'it will be leaving the warehouse on July 23' and would not address my question about why this is a month and a half after I was told it would be delivered. I asked if I could speak with a manager or someone else, as I wasn't getting anywhere with that conversation. She said that I have to fill out an online form and if the manager chooses to call back, they will. I have managed customer service teams for years and I have never seen such a lack of care. I'll never be shopping here again, there are too many other options to have to deal with that.

Cheap seemingly proportionately correct reproductions. I would NEVER buy large pieces from here. Small pieces = small mistakes/problems. Larger pieces = large mistakes/problems. Bought some dining chairs here at half the price from another retailer. Received the pieces fully assembled but not in good condition. Surfaces look worn. Black staining from factory floor reflects the conditions these were manufactured. Chairs do not stand square on the floor and are a little uneven. Some furnaces feel rough and unfinished. Pieces are good from far and far from good. BUT - it fits the budget and will be good enough to shrug off markers crayons milk and spaghetti as our kids grow. So with that in mind, if you choose wisely, it’s not a terrible alternative for stylish dining chairs.

We've been waiting for out table to arrive for 4 months. This is understandable given the lumber shortage, but they've taken our money and it still hasn't arrived. We received an email stating the table would arrive on the June 30th at a non-negotiable time which we'd be told about the day before. We never heard from them and the table didn't arrive. Today I got a phone call from customer service about my "refund request" I told the gentleman wed never requested a refund and he promptly hung up. I tried to call him back to confirm and there were long waiting queues on their hotline. I finally got through and the gentleman hung up on me again. This company should be held accountable, they have $500 that we've paid and received nothing in return.

Called in to ask about the stock on an item as the website doesn’t give you that information. Was put on hold for over 10 minutes while they looked in the back. I ended up hanging up and calling back three times before someone picked up again. Was looking for two table lamps, and told one was in stock at the Burnaby location. Picked up the lamp at Metrotown and came to Granville location for the second one. Turns out the clerk had the wrong item the entire time, despite me clarifying the name, and the in fact did not have it in stock. Offered me the floor model at a 10% discount, which would equal roughly 9 dollars. Oh, and final sale. I wasted more than nine dollars in gas driving around because of their blender.

Poor customer service, I had a about an hour and 20 minutes (one way) drive to get to the store for a pickup. I called twice 30 and 10 minutes before closing saying that I will be a 3 minutes late due to an accident on lions gate bridge (was stuck for another 1.5 hours) I offered $50, beer or wine for anyone willing to stay an extra 3 minutes and the offer was turned down. I arrived 1 minute past closing and ran into their staff in the wearhouse section at the backside of the building, shuffling packages around. I asked again if I could pickup my order, again No! I guess if it closes at 6:30 pm then that’s it, but personally I think that’s poor service and ridiculous. Very excited to be doing the drive soon again…

Wow absolutely horrendous company. There were two egregious errors they made. My wife and i purchased a coffee and console table 3 weeks ago. They were finally delivered today and i was just in complete shock. The drawer for the coffee table wasnt installed properly and was crooked. The pieces for the console table werent even the correct pieces for me to assemble with. These two item costed us alittle under a grand, so wasnt cheap, you would expect the quality to be there. I called the granville location and they just referred me to email head office. I just email them today with a description of the issue, receipt and pictures; and now we'll wait to see how they resolve the issue. Will provide update.

I love browsing here but they absolutely do not make it easy to get what you want. When you go to their website, you see a nice catalogue, but half the products are "due back in stock". Fine. I go to the store and whatever I saw on the website that WAS in stock, they actually don't have it in that store and I have to wait for it to be delivered to this store. Furthermore they don't do home deliveries which is appalling for a furniture store. They should at least have a partnership with local movers. Basically, shop here only if you know exactly what you want and call in advance to each store to see if they have it (they likely don't). Structube can do better.

The employees are great but the company disrespects its customers! I bought a Lavik bench in December of 2020 and until now it has not been shipped nor the send any information about the endless times they have postponed the delivery date as I have to call a local store every month so they can tell me that the company have changed the date again. That is too easy to do business like that since the company has in hand the customers money for so long. This shouldn't happen in a country like Canada as not even in undeveloped country they do this to its customers. Maybe buy what they have in store and DO NOT BUY THEIR PRODUCTS ONLINE! ABSOLUTELY NOT RECOMMENDED.

DO NOT order online! Items are vaguely advertised and they offer no proper solution or apology towards issues and customer dissatisfaction. You will get tossed around through email communication for weeks with no resolution for a faulty product. Physical stores will not help with the online purchases. We purchased the Ravel bed in a queen size. There was a large gap between the mattress and the bed frame (frame is bigger than a standard queen bed) and the wood slats sit too high so the mattress floats on top of it. Queen mattress was purchased from Sleep country. The bed is faulty and a major hazard. I have never encountered such problems with a bed before.

My visit to Structube left me feeling disappointed and unsatisfied with the overall experience. Previously, they had a section upstairs that I was interested in, but to my dismay, it was closed during my recent visit. As I entered the showroom, I noticed that it was sparsely filled with furniture, which further added to my disappointment. The limited selection made it difficult for me to explore and find what I had intended to purchase. Consequently, I left without being able to fully browse their offerings. I hope that in the future, Structube can maintain a well-stocked showroom and provide a more fulfilling shopping experience for their customers.

The furniture is mostly good, certainly a step up from Ikea, but can be a little hit or miss, so I recommend visiting in-store to make sure you love it. However, speaking of in-store... We shopped in-store and were told the distribution center/delivery company would follow up with us in the next day or two so they can set up a delivery time. Phoned back in after a couple of days and turns out it's actually a 3 week lead time to even book a home delivery appointment. Super frustrating as a first-time customer. Expect a long wait time for delivery, or you can drive to surrey to pick it up. If you don't have a car, I guess you're out of luck...

Great experience, friendly and knowledgeable staff. Not sure what's up with all the negative comments.. their policies are clear and straightfoward and they are strict, but transparent with them. People seem to think that they are special and deserve to be exempt from the policies, or exceptions should always be made for them in the name of "good customer service". Come on people, it's low-priced, affordable furniture, don't expect to receive lifetime quality guaranteed items when you're paying $20 for a chair??? Other than the customers, great overall experience. The store manager and Afi were very kind and helpful.

I bought the Haley loveseat in silver, and unfortunately it wasn't an item that was kept on hand in store, so I had to hope for the best. I ordered it at the Granville store and the salesperson was super helpful and kind. He explained how long it would take to arrive to my new place, etc. On the day of delivery, it came promptly and on time (I didn't have to wait around for hours which was great). When I opened the packaging, it was BEAUTIFUL. I was thrilled with it (bonus - it was only $399!!) It's comfy and inexpensive. I love everything at Structube. Similar prices to IKEA, but way nicer stuff!

They never have the “in stock” item in store. I went to their store (Granville and Burnaby) TWICE and they said that the item wasn’t in stock and it would take about two weeks and some items up to one month. Reading the reviews I can see that I am not the only one. Also they once told me they had in store then later they told me was reserved to someone else and offered me the floor model without any dollar discount, something that I was offered from better quality items from the store across the street. I give up on buying anything from them. Just a waste of time coming here.

This company is a joke. My "in stock" items have been on order for over 18 business days, and I haven't received any shipping confirmation or contact from Structube at all. The only response I got when I called customer service was that they are getting a high volume of orders and they don't know when my order will be shipped. They agreed to "open an inquiry" into my oder after the second time I called. I honestly have no idea how this company is still in business if they basically ignore customers once they have their money. Absolutely shocking lack of integrity.

NEVER BUY HERE! Worse policy ever. I ordered since August a dinning set and it was suppoused to be delivery irst week of November, now the delivery day has been pushed until February. This ruined my plans of hosting Christmas dinner. I called them to ask for some sort of store credit or some discountand and they denied it saying that there is nothing they can do,If I want my dinning set I just have to wait. Worse customer service ,it feels like they don't care about of their clients at all. I will never buy there again, is buy now and get it whenever they want !

I purchased a sofa from here. They are extremely rude and contemptuous when I ask for a shipping update after not hearing anything from them for weeks. They told me the sofa hasn't been shipped yet in Quebec, but they originally told me the product is in stock! And the customer service representative rolled his eyes and said OMG and left the conversation. I feel bullied by this completely unprofessional way of treating another person, let alone a customer!! I will never buy anything from this place, ever again!

I was just here with my husband, we wanted to know more information about the furniture. The employees were sitting chatting, when my husband asked them for information they give us a mediocre response that didn’t told us anything. Then my husband asked the guy about different sizes, employee gave him attitude, why? Is in this their job? To Help the customer? We have been in other Structube locations and attention was always good. Don’t bother coming here, go to the other locations or shop online.

I ordered a bed online. The delivery process has been a nightmare. Confirmation of delivery window (1-5 pm) only day before, and then zero flexibility within that window. I work FT and just could not make it exactly when they were at my door (they came at 2:22 pm and I was at home at 3), delivery company would not come back, and Structube is making me pay a new delivery fee to have the bed delivered. I will not use them again for this reason alone, regardless of how good the bed is in the end...

I would give this location 0 stars if I could. They have horrible client service, expects the client to keep track of their own products and delivery times. Manager Afi shouts at clients over the phone, interrupts us when we’re trying to explain our situation and blames the client for the mistakes that the store employees made for not having followed up properly. Do NOT shop at this location. Either shop online or at the Richmond location where they are much more helpful.

My mother ordered a dining set. On delivery date, which by the way they give a ridiculous 12 hour window, they contacted her about 2 or 3 hours in stating they weren't able to show up today and would reschedule. 1 week later they canceled her order stating it was her fault for not reaching out to reschedule. What the actual garbage service is that? They canceled her order, and expected her to reschedule and never even gave her a courtesy call and just straight canceled?

Unbelievably poor customer service. If you ever have an issue with this store, (need to return an item, defective goods, etc.), the manager will not only flatly refuse your requests, but heap insult onto injury. Avoid doing business with Structube, and just go to Ikea. Note to Boris, the manager: the fact that you run a business with affordable goods and an unreasonable return policy is still no excuse for your despotic behaviour and shoddy treatment of customers.

Devin provide us with amazing costumer service. We visited the Gastown store hoping to find someone of the furniture on display and we were boradly ingnored by the sales associates there. Then we decided to go to the Grandville location. Devin took the time to inform us about the products they had in stock explain the delivery service and even share some decor ideas with us certainly redeem the brand we decided to get new living and dining furniture

Purchased and couple items and had a delivery date suggested and confirmed by Structube. Took the day off from work and organized my time around them and then they cancelled through email postponing my delivery for a week. Call the store, emailed costumer service and they got back to me requiring proof of confirmation which I send and I’m still waiting on a reply. Staff is really nice at the store but when it comes to issues they’ll leave you hanging.

Visited structube on granville street & was very excited to look at and purchase a dining table. Unfortunately, we received very poor customer service. When asking for suggestions on which chairs we should get we were told to check out Instagram. When we asked if we could purchase a table, we were told to just do it online. We did end up purchasing online and paying the additional $75 for curb side delivery.. did not make our experience any easier.

Great experience buying a new couch. We had been searching for a new couch and stumbled upon this place while walking down Granville. Staff (Salesperson: 1712) was helpful and provided a free tape measure. We measured the couch in the showroom went home and found that it would fit. Went back the next day and was able to place the order in under 10 minutes. 3 weeks later the couch arrived and is perfect. Great company and great products.

If you ever are planning on ordering stuff online to be delivered don’t bother at all. The delivery will not arrive at the allocated date and time and will make you wait hours on end. On top of all of it they have horrible customer service where you can get no answers and will not bother taking in your complaints. They just ask to email them and forget about it. Absolutely zero accountability. If I could rate it 0/5 I would.

I am not rating this specific store since i wasn't able to find how write a review for the main company. I purchase a bench with order # 101076874 on Jan 15 and i am still waiting for my item to arrive. This is really getting annoying. They promise me i will receive my item on Apr 15, and i haven't received the item after more more than one month from their promise. I wish they had told me exactly how long it would take.

I was getting sick of waiting products that delayed again and again and silly online system. Before I give up buying furniture in Strucube, I visited this store and met FARHAN, the kindest staff I ever met. He was doing best for me. He guided the way How to get each items faster and called to the other store to check the stock. Thanks to him, I could get one of the item today. So appreciated what he’s done today for me.

Store has nice furniture I went in to order a sofa been buying from structure for few years . The staff at granvile never greeted or offered any help I was at the store for about 20 minutes . Not a single time I was offered any help on top both the staff members (one male and female ) giggling and chatting loudly not doing any work . It gives a really bad impression if customer is In store for long atleast greet

I have been trying to get ahold of this location (Granville) and the phone just rings and rings. Can't call the national customer service line, they say the wait times are too long and want you to fill out a form online. I'm trying to ask the store about my delivery but I can't get through to anyone from this company. Products are good, but customer service makes it not worth the headaches...

I live on the island and came across a bench and coffee table on Structube's website. The items were exactly what I was looking for. I was nervous about quality because of how low the price was but both turned out shockingly beautiful and sturdy. The people who worked there were also very helpful and helped coordinate pick up because I couldn't go there in person due to health reasons.

I was there a day ago to get this table . The person at front desk told me I could take it “now” even with a 10% off. I wasn’t unfortunately going home so I declined . I came back today to take it just to be told “I can’t take it because it’s for display”. Ridiculous I came from freaking far to bring it home. What a poor training. Both employees told me something COMPLETELY different .

Worst furniture company to deal with. If you like atrocious service and furniture that doesn't arrive then Structube is the perfect fit. If it was possible to give a lower rating I would. I have now ordered my sofa from Ikea and it arrived the next day. You will be waiting months for your furniture to arrive I hope other people don’t waste their time with Structube like i did.

This store is a variation of the IKEA business model. Instead of having a brick and mortar store with huge warehouse in the suburbs, this store is located downtown and all items are shipped out from a different location. Store is showroom only. Quality is not top of the line, however, the brand's target group in probably not interested in buying high end anyway.

Bought a Pasan chair on April 7, customer service said it left the warehouse on Apr 13 and will take up to 14 business day to arrive at distribution for delivery. It is May 13 now, 1 month has passed, still haven't heard ANYTHING. Followed up with customer service last week and still hasn't heard ANYTHING. It's ridiculous, will not purchase from them ever again.

Would not recommend ordering form Structube online. I ordered something 5 weeks ago and they still can’t give me an update on where my order is or when I can expect to receive it. They promised timelines and didn’t fulfill them, then when I complained they made up a new timeline… had no option but to cancel my order. Horrible experience. Wouldn’t recommend!

TERRIBLE SERVICE. The "manager" is not only condescending and rude, but is completely inexperienced in customer service. I will never shop at a Structube again and will be happy to tell everyone I know about this awful experience. This company needs to seriously reconsider their shipping and pickup policies if they have any hopes of retaining customers.

I might change this review, but my spouse bought some items several years ago, before we had met, and I couldn't believe the prices. Less than Ikea, but nicer stuff. We ordered a twin bed frame. I can't remember exactly the name - when it arrives, I will post it along with pictures. Reviews on delivery are a little scary. Hoping for the best.

Half the product in the demo room was broken, and when we went to buy something we were told they didn't have it. After asking if another store had it, we were told they don't have a metrotown location (they do) and that she was positive they wouldn't have any stock (without looking it up or providing a reason). Why would I ever return here?

Nice store and good prices. Friendly and helpful staff. You still have to wait a few weeks for items that are in stock (the warehouse is in Montreal), but the prices are so good compared to everyone else that it’s fair. Will definitely be coming back. Staff at the granville store are much more friendly and helpful then the gastown location.

I went in to check the availability of some parsons chairs that I had my eye on. I should have done this sooner, but my old chairs were still usable. How disappointing they discontinued my chairs! It's time to find a replacement or maybe a cover. If there is something that you like and want, you better get it before it is discontinued!

Came in looking for specific pieces and needing help. Ended up buying a couch elsewhere because the sales team didn’t greet us or help at all until we approached them for service. It wasn’t busy and they weren’t with other customers - they just couldn’t be bothered. It’s unfortunate because the furniture is nice and reasonably priced.

Had an awesome experience here twice now! Everyone really cares to help and is friendly and easy going. We got some awesome pillows and about to unpack a new kitchen table. Very chic and VERY well priced compared to everywhere. Unique pieces that look more expansive than they are (which is wonderful). Will be back for the team alone.

Spent nearly $300 on two end tables, pretty much the same quality as Ikea but more expensive. The finish on them is peeling upon opening the box at home...so disappointed...don't waste your money and shop at IKEA instead. Or, pay extra and buy something of quality. Won't be returning to structube for any home decor or furniture.

Listen to the negative reviews. Be very aware that even if your items show as "in stock". It will take MONTHS for it to arrive. My order was lost 3 times and each time they gave me an excuse. It ended up taking 4 months for my items to arrive even though it showed as in stock. Customer service reps never had a solution for me.

I love the store, the people working there are very friendly and helpful I also love the products. The manager (Elfi) with a French accent she is always tried to do her best to satisfying my need. Good acknowledgment on what she have. The company have to work on the stocking/replenishing and the free shipping zone …

Purchased a chair online and have it picked up at the store. Site says in-stock yet when the went through, the ETA says 2 and half weeks. IMO that's not really in-stock, more like backordered. Its been the ETA wait time and still no notice of anything. Wouldn't have ordered if it took this long for a "in-stock" item.

This location is terrible! Ordered products to pick up in-store and they called to say they arrived, when I got to the store it took them over half an hour to find my order. The guy then proceeded to throw my order on the filthy ground outside in the rain & didn’t even help load anything. Unhelpful and bad service.

Two out of the three items I have bought here were significantly damaged when I unboxed them at home. Quite a pain, I like their furniture but make sure you check it over IN STORE before bringing it home. Of note they were good about taking it back without question, likely because this is quite a common occurrence.

It's a very lovely store, but unfortunately very small. The tall cool dressed guy with the earings happily gave me the knowledge that they were expanding their store into a bigger show room, and he was also very helpful at the same time. Cant wait to see what the new store looks like! Thanks Earing guy!! …

This pace is really well priced for the style. One star they lost from me is that you can't buy floor models even if they don't have any other stock anywhere. Why is that even on there than? All furniture stores are having floor model sale but not this place. So cross your fingers they have something in stock.

Ordered an ‘in-stock’ item online. It has been two weeks and no communication from anyone. My credit card was charged immediately though. If this isn’t theft then I don’t know what is. I bought a couch from ikea mid pandemic and it was delivered next day. Just so everyone know how a furniture company works.

Great furnitures at affordable prices! It's a more stylish and trendy yet similar price mark as IKEA. Staffs are very friendly and helpful. This is my go to place for furniture. However, like other pricy furniture shops, they don't keep much items in stock. So expect to wait 3-4 weeks or more for an item.

The same experience as all the other 1 star reviews. Promise of delivery, item doesn't arrive and was never informed it wouldn't be delivered, call to ask what happened, get told "don't worry, will probably be in stock in the next 2 months", joke of a company. Save yourself the headache and buy elsewhere.

Be wary of their free delivery offer, not actually free. They don't provide their drivers enough information to actually make the delivery, then try to charge you $80+ after tax to reschedule. Seems easy enough to get a refund if you're ok getting your furniture elsewhere though, so that's nice at least.

Never shipped. Ordered 4 dining room chairs in February 2021 and it’s currently May 2021 and not one notification about shipping. “Delivered by” dates on the website and customer service keeps getting pushed back. The expected delivery dates are just made up! Not worth waiting for months for nothing.

Ordered online. Sent the wrong item... no effort to correct it - has not been a pleasant experience Update From 1 star to 3: above was about Structube online customer service. Since then have been working with the Gastown store and they have been helpful and doing everything they can to correct

Was looking for information on couches for my new apartment, I had the pleasure of being helped by Devin, he was super chill and knew the product well and explained to me the different models. Really liked the Ablon, will definitely be back once I get more accurate measurements of my place lol!

I ordered a bookcase in October that was supposed to be in stock by the end of November. We still have not received it and every time I ask the expected ship date moves by another 6 weeks. We are now looking at the end of February or early March, and I will believe that when I see it. Beware!

Peter at the Granville St. location was extremely helpful when we were looking for assistance on a product we had purchased 2 years ago. He went above and beyond and even took the time to send us a text message to follow up. Highly recommend him as he provided us a great customer experience.

The customer service at the Granville store was the worst!!! I came over from Victoria to pick up my online order and they wouldn’t help me load the parcel and I’m 7 months pregnant! I had to get someone from the street to help. I couldn’t believe it!!! The store manager was very rude.

Great staff at the store, Boris the manager was very helpful when we had multiple issues with our order (Wrong colors and multiple damaged deliveries). Very happy with the store experience and the products we got in the end. Would rate higher but we had multiple issues with the order.

They don’t usually have pieces in stock and things can take a few weeks to arrive, but the prices are great and staff are upfront about wait times. All my questions were answered and they were transparent about their policies. Service was definitely top notch - will be back for more.

Order chairs in July and told they will be available to pick up during September. However there's no one to call or email to mention the postpone time... I called and had been told the earliest will be Dec 9 available and will need to wait for it to ship to store! Forever wait time!

This review is for their company, not this individual location. I haven't received the product so I cannot speak to the quality of it but I can speak to their customer service which is very poor and they are not very accommodating. Do not purchase online, make sure to visit a store.

They have some really nice furniture. I believe that they are mostly targeting young professionals who just start out. We definitely left out with a few pieces. The only downside is that a lot of their furniture is on back order so it is hard to always get what you like right away.

I walked through the entire store with 3 staff members at the front chatting with each other... Not one acknowledgement even though I walked right past the register area where they were... So sad, and I am in the market for bedroom furniture and a dining table... Won't be back.

I ordered the items for home delivery (which already has a 2-3 week wait) and made arrangements for a 4 hour time frame for them to deliver my items. They didn't show up and I had to call to reschedule for their next available date. Definitely expected better for a $100 fee.

amazing experience in this store. the layout was beautiful and the prices are very consistent and reasonable. raf and devin made my experience very enjoyable, their happy and playful energy made it very easy for me to shop around and find what im looking for. good job guys!!

I picked my office desk from the Granville location. I am so impressed by how helpful the staff have been with me. Especially with the gentleman who dissembled it & wrapped the parts with some much care and attention. He carried everything into the Uber for me. Thank you!!

Had a great experience with them! Had a minor concern regarding one piece of furniture I purchased from them and they suggested I switch it for another item. During the return, I ended up buying more furniture and will definitely buy more in the future. Very caring staff!

I will never ever buy ftom this store again. My two orders arrived broken and customer service is not good at all!!! Very disappointed!! Save your money for sure there's a lot of store there with a better quality and good customer service.. Delivery is also too long!!!

When i inquired about certain items, the guy seemed thrilled to tell me it would take several weeks to arrive. Disappointing. I'm seeing their response here this morning. I guess the irony of them responding four months later is lost on them.

Not happy with what we bought online. We bought a chest of drawers and a nightstand, and it was to be set up at home, Ikea style. So many of the pieces were already damaged, the paint is chipped, and the quality is very cheap!

Would give 0 starts if I could. Review on online ordering not the shop. DO NOT BUY FROM HERE! Order placed Apr 4, Expected deliver Apr 19, Pushed back to Jun 17 with no update, Jun 28 still no update on my order. Unacceptable

The customer service that you receive in this store is really satisfying! The store manger, Gurman, helped me a lot to decide on the items I needed. Thanks to his consultation, I got a bed, a dining set and a coffee table.