Head Office
Struc-Tube Ltd
6000, autoroute Transcanadienne
Saint-Laurent (Québec)
H4T 1X9 Canada
Customer Service
Phone: 1-877-721-3787
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About Structube
Structube is a Canadian retailer of furniture founded in 1974. Headquartered in Montreal, Quebec, the company operates over 45 retail stores and employs some 200 across the country. The family-owned business manages its deliveries from a 250,000 sq ft distribution center with modern facilities. To locate a Structube store nearest to your address click here. The brand is available in Calgary, Edmonton, Vancouver, Barrie, Boisbriand, Boucherville, Brossard, Gatineau, Lachenaie, Laval, Mascouche, Montréal, Québec, Ottawa, Toronto and Mississauga.
The speciality retailer of modern home furniture also operates an online store where you can order products through Visa, MasterCard or American Express cards. Products listed comes with details on features, dimensions, shipping and return policies. Structube only ships within Canada and the US. Most orders are processed within 2 to 3 business days and are shipped via FedEx. You can have a product delivered to your address or even pick the same from one of its stores. For cost and other shipping details, visit the website. If you would like to return the product for a full refund, you must do the same within 14 working days.
Product categories found on the website include sofas, armchairs, accent tables, sofa-beds, storage items, benches, recliners, dining chairs, dining tables, beds, mattresses, bedding, office desks/chairs, table lamps, desk lamps, cushions, vases, mirrors, racks, rugs, sculptures, to name a few. You have a Sale section to enjoy some great savings. For more information or queries on payment, cancellation, shipping, warranty, or other queries, reach the Structube customer service.
Terrible Customer Service at Structube Calgary on 130th ave locatio. We spent a ton of money at this location for starters. One of the purchases were two reclining chairs, powered. After 5 months the usb charging port stopped working. I called and then the fun began. Please take a video of the chair not working and send it to this email. So I did that. Was not good enough, so had to take pictures of a phone trying to charge from the chair, because I guess they didnt believe me. So I did that. Oh, and now flip chair upside down and take a picture of the manufacturing tag on the bottom too please. So I did that too. Oh now cut all the zip strips on the under side of the chair to remove a power transformer and bring to us and we will replace it with floor model transformer. Really ??? Dont you want to send a tech or repair person to do that, it’s all on the customer with the warranty hey? So I did that. Brought it to them. Went back home installed the transformer.. Guess what not only does the USB port still not work, now the chair won’t recline!!!!!! They gave me a dead transformer !!! So called back and strongly suggest they send some back to my house with my original transformer so at least the chair can recline, Nope, they cant do that. I am at this point so frustrated with the Manager at that location with ZERO Customer Service Skills.
Terrible customer service/experience with structube. We ordered a rocking chair online for our nursery back in March of 2022, in which structube collected full payment at that time. We expected some delays with covid but would never have imagined the frustrating experience would come from their own customer service. We received the chair in may, discovered it had been sent to us damaged with a tear on the one side. We arranged for an exchange the following day and now July 4 are we only hearing that we will be getting a new chair this week. This is after numerous email exchanges and phone calls to their customer service department. A request we made to speak to a manager regarding this frustrating and disappointing experience was declined internally but we were not notified of this decline until again calling a week after we were supposed to receive a call back from structube management. We’ve requested our money back, some compensation for the inconvenience of our now daughter arriving and not having a chair to use for feedings with no response or regard for this unfortunate experience. I have never dealt with a company who declines the customer the opportunity to discuss their concerns with management.
Have never had a major problem with any products I have purchased and have always been delivered on time. The only problem I have had is with customer service in the store. Some are very friendly and helpful. Surprisingly the worst service I have had was from the manager! All and all the furniture has been pretty good.
Bought a beautiful sideboard last August which was delivered in September and even though building the piece wasn’t easy and doors were uneven just love the furniture. Last may, less than a year old the door falls off. So concerned as we use it more for decoration that anything else so decided to request a refund, send picture, explained the situation unfortunately cant find the receipt..only got my bank statement. It has been a month and no one contacts or even replies… so just spoke to the store manager who explained that claim dept reply is to replace the wood and solve problem. I dont have receipt. I find concerning that even the option of exchange is not on the table and from my conversation with him, Structube as a company don’t worry about customer satisfaction. Love buying local and supporting Canadian companies but you might need to look into your vision and customer service.
DO NOT SHOP HERE! My items have been delayed for months with no one reaching out to tell you. When I call they give me conflicting information. The customer service is horrendous. I recieved half of my order and the dressers don’t match and the drawer was broken. This was last week and I have still not been in contact with a manager. I’ve been trying all week, is there even one? What a nightmare.
I ordered a penda king bed and Jensen dresser. It did take longer for it to come because of the pandemic. I understand that part. Last week I was notified my order had arrived and that I should call them back regarding shipping info. I called for 4 days . The phone rings and eventually drops the call. No voice mail, no one answering for 4 days. Today someone finally answered the phone. This was at their Lyon Parkway store in Winnipeg Mb. I have NEVER experienced this from any other company in my life. So frustrating! Does not make me want to do business with them ever again.
Absolute nightmare.
I placed an order a month ago and can not get any info on the delivery . I don’t even know if I will ever get my furniture.
I wrote already 10 times to the customer service . No answer.
They just send you an automated reply saying they are dealing with your request and somebody will get back to you soon but nothing .
Same on the phone. After 20 min wait you get automatically disconnected.
Impossible to get any information on your delivery . It’s been a month
Would definitively not shop there ever again .
They have great product but are a nightmare in customer service.
Ordered tables on December 31 still not received money was taken of my credit card. Is now April 27 and I’ve been trying to cancel for approximately 4 weeks unable to get in touch with them there 1 877 number disconnect after approximately half hour
I ordered an area rug on Feb 4th, 2021 online, the money was taken off my credit card Feb 8th. I received NO confirmation email. 12 days later still no area rug and when I email them the reply I get is there is no record of my order! I have since sent pictures of the transaction, a picture of the rug and my full name, address, phone number, email address, there is no reason for them not to take this information and get the rug and send it or GIVE ME MY MONEY BACK! I will be taking this further because as far as I can tell this would be considered theft, they took my money but didn’t deliver the goods. I will also be spreading the word that this is a terrible company to support.
Hi I’m writing because I don’t want anyone to go through what we did with Strutube. We ordered furniture online and when ordered all items were supposedly in stock. Delivery should have been October 10th. When I checked on the order I was told one item was backordered and the order would not ship till it was in stock. I asked to have the order split and ship the items that were in stock. I was told that is not acceptable and they will not do it. They did not even try to be helpful. They also said it was my responsibility to talk to the shipping company. I have never had such poor customer service other than Shaw and Telus.
I originally (June 4 2020) went in person to a structube location out in Mississauga, unfortunately, the instore service was horrible. I know it was the reopening of stores but my husband and I were there inside the store for more than 30 minutes (waited outside in line for an hour) and no one came to assist us though we asked for help several times! We were advised by another customer that it would probably be easier to order the item we wanted online so, we did. We ordered the King size Versailles bed frame in grey. We were originally told it would arrive by mid July which was fine because we were undergoing renovations. July came around I heard nothing so I called only to get a scripted answer that it was delayed and get this I WOULDNHAVE TO WAIT until August 10th. Fine. I will wait as I so wanted the bed. Guess what! August 10th came around I called was told another delay and date is now August 17th but someone will call me and book delivery when available. Frustrations started to get me so I sent an email to them and supposedly a manager called me to say, I’m sorry tgere was a strike in the port of Montreal causing delays but the item is now expected August 30th. If you would like, you can call other locatikns to see if they may have it in stock…like wth! Again I’m getging more frustrated and husband is pisses off because he didn’t want to order from them. So, again I got no follow up call and contacted the at the end of August only to be told september 14th! I posted my dissatisfaction on their webpagebunder the bed i ordered and was contacted to provide them with my information through Facebook messenger. That was on August 31st. Since then I have received NO CALL BACK, NO EMAIL…NOTHING, I CONTINUE TO LEAVE MESSAGES BUT NO RESPONSE. I call only to be put on hold forever and then finally disconnected because they are too busy. I think Structube should make the effort to either credit me some money on my item or give me free installation. I have been more than patient. Anyways, I’m pretty sure nothing will get done not even with this. Wish I could get Silverman to help but sadly, he’s retired.
I bought a desk from Structube Brampton at Trinity commons on 17th July and made the full payment on which they told me that it will be available in August but now the store is closed and I also wrote an email which was provided by the customer service and haven’t heard back at all. Pls look into it
I bought a $2,000.00 leather couch. The leather on one cushion stretched out of shape so badly that it now does not fit properly into the frame. I am so disappointed and the store just led me on, when they already knew the outcome of my complaint. Will never to back to structure again. Awful service and insensitive attitude by all concerned
I have been trying to contact someone for 3 weeks to cancel an order that has been delayed a few times. First call was 3 weeks ago, waited on hold for 30 mins and then finally getting through. The agent told me she cancelled the order but it was never done and no refund was issued. Tried to email but have not received any response and it has been over 2 weeks. Tried calling again today , the agent told me she is new and works from home and there is no one that can help her with issuing a refund for me. She then says she will email me for cancellation but I got an email for my original purchase. Customer service is not only unhelpful but also useless and a waste of time. Store employees can not assist with online orders either.
Order 100711221
Hi I’m writing because I’m obligated to do this before filing a complaint with the better business bureau. I ordered furniture online and when ordered all items were supposedly in stock. Delivery should have been June 11th. a few days after the order was placed we received an email saying some items were not in stock . The restock date was support to be June 18th however that was then changed to July 3rd. We have been without furniture since the 11th of June the original delivery date. Calls to the costumer service number only resulted in more frustration and uncertainty so the order was cancelled (100388688). Although most of the furniture we ordered was in stock. The company wanted to charge us for 2 deliveries an extra charge for the backordered chairs which they deliberately showed as being in stock when the order was placed. I find this type of business practices to be misleading and they cause a great deal of frustrations and inconvenience . A BBB complaint will be filed.
Today, 11 February 2019, I had a bad incident with your manager at Hearland Branch (5980 McLaughlin Rd. Mississauga, On Canada).
The manager as he called himself named John was not only sarcastic but rude as well. At around 2:30 pm I complain about the charge that I have to pay CAD 1550 instead of what is in my receipt 1500. They could not find the reason and he said they will channel it to their head office. I told him why can’t they do it themselves as I transacted first from their store. Instead of answering me as I expected a manager should, he responded “why don’t you buy directly from head office?!”
Around 5:00 pm he called again to inform me of the mistake and I can pay as per invoice 1500. I went there also today, 11 February 2019 at around 7:00 pm and while he was doing something on the computer and keying my payment, I asked when can it be delivered in a polite manner. I was shocked and about to answer him back when he responded “do you want me to stop what I am doing to answer your question?!” What a jerk! Instead of answering me like a manager that it might be delivered 3 or 4 days later, he sarcastically uttered those words. I controlled myself and just want to finish talking to a jerk like him so I said “to continue what he was doing and answer later'”
I don’t know how a guy with that kind of attitude and customer service would be managing a branch of Structube that I considered a good furniture store.
I believe this JOHN, who called himself a manager, is not even fit to call himself a salesman with his dealings with customers. He should be trained first on customer service before giving him this sensitive position that deals with the public all the time.
You should file a complaint. Structube has pretty bad customer service, especially when dealing with complaints. Contact a member of HR. I easily found a name of an HR employee when I looked on linkedin. Good luck.
I have had such an unpleasant experience with your store that I will not shop there ever again. I have just moved into a new house and intended to buy a significant number of items from your store. I had tried to make a purchase on line. I couldn’t find where to put in the delivery date. After I’d made the purchase, I called the 800 number to inquire and was told that I’d missed the icon on the site. Since I am not going to be home in the next while to receive it, I asked for my order to be cancelled. I had done the purchase 5 minutes before.The person (Diego) said he would look after it but it wasn’t even appearing yet on his computer since it was so recent. He promised me that he would send me an email by the end of the day to confirm that it had been cancelled. I did not receive an email confirming the cancellation and the next morning I had an email saying my purchases were being shipped, on a date when I would not be in town. I called the 800 number again and asked to speak to a supervisor. I was told by Palak that there wasn’t one available. I said I did not want to go through the whole story again but she was insistent. Therefore I had to repeat the whole story, asking for the order to be cancelled. She told me that nothing could be done since the order was shipped. I knew that was untrue since I had received an earlier email that the items were in the Halifax store and the order wasn’t set to be delivered for a WEEK. After much discussion and arguing, I raised my voice. ONLY then did she say, wait a minute please and shortly thereafter I was told my order had been cancelled. Amazing how one minute nothing could be done, and the next when I lost my cool, it was cancelled. I hardly ever lose my temper and was probably as upset about that as anything. This is shoddy treatment of a customer. My intention had been to reorder everything, since by that point I knew where in the process I was to look for the delivery icon. But I will not be spending any money on your store. Furthermore, I have been telling everyone about my most unpleasant experience. I wanted to support a Canadian store and one that was new to Halifax, but I’m very disgruntled. This is extremely poor customer relations.
I have bought a few lamps from you on line .
I picked them up at store not sure why but now they will not take it back as I took it out of box (I kept the box and packaging as receipt states)
When I took it out of the box, the box tops ripped a bit as it was tightly packed, but I did best I could in case I needed to return.
When I got it out, I was surprised to see that the lamp shade was plastic and not glass as it appears.
I never imagined it might be plastic since it was $100. but I was trying to make it work by looking at it and seeing if I could live with it knowing I had 7 days to return it.
I could not make it fit and as the return policy states, it has to be in original condition…which it is. The plastic was not even taken off the bottom of the lamp or two of the plastic shades.
One plastic shade was put together and because it was plastic, and it snapped together, I thought I would leave it together so a pro could take it apart. That was one plastic shade.
All else was put back in box, in Styrofoam, in plastic bags, and I did not tape it up because I thought the manager would like to look at it to ensure it was in order before refunding/or exchanging it.
The manager had his “no” ready when I came in. He did not look in the box at first and said because I took it out of the box, he can not take it back.He then looked in the box for one second and said because I assembled it, he could not take it back.
I was very happy to take an exchange as I was already eyeing many items I wanted to buy. I am redecorating my entire house.
I could not get any help from the online number…Arlou spoke with me. She was very pleasant and called the manager on my behalf, but said if the store manager said not able to take back.
Not sure why she even called as I had told her this already and if she could not persuade him to do what is right then why bother going through the motions.
I am a manager dealing with 600 guests a day and if they are not satisfied…especially if they are repeat customers, we look after them.
This is not how you Grow Your Business!