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December 2023 by A D
Very disappointing experience at Structube in Langley. The manager was rude and the sales staff were super unclear about delivery details and logistics. The manager heard us having issues getting clarity, and did not help. Some of the pieces seem to be decent quality, but some are poorly made. The staff in the Richmond location were excellent, going above and beyond to help, Langley, not so much!
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December 2023 by Phani K Damerla
Pathetic After sales support. I lost a small plastic insert that holds the sliding doors in place on media table. The part was very loose in the first place and came off sever times before as well. The part is not something i can buy from any hardware store.I called the number given on main website, i was told to call the store and see if they can order it.I called the langley store several times nobody answered the phone, i went to store since it is close by and showed the picture and asked if they can order the part. The person gave me an email id for the store manager and asked me to send the picture so that the manager can order it. I sent an email and waited for a week with no respose, i called the store, someone answered this time and told me that they will reply to the email shortly. I recieved the email saying they can only order parts if its missing from the orginal packaging since it's a lost part they cannot do anything now.I can order the parts for ikea furniture anytime, I would have not written this review if someone told at the begining that they can't order the part.Never buying any furniture for this brand again!!!
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October 2023 by Andrea Hrn
Bought a couple of bar stools here. I walked around the store for about 20 min. The three associates were gathered around the cash registers and not a single one of them bothered to come see any of the customers that were shopping. I finally went up to the cash, requested the items that I wanted. The sales associate went to the back, dragged a box out and pushed it to the entrance of the store. She said: “anything else?”. This whole experience felt so unwelcoming.
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October 2023 by Bhupinder Bhatti
Pathetic payment system. Such a big name but the worst payment system ever come across.1. At the store, I tried to make a payment of over $500, it did not accept.2. A few days later, I received an online link to make the balance payment. I tried to make that payment several times over a week and from different computers and browsers, it did not work.3. They don't accept payments over the phone.4. A very bad customer service over the phone. Blamed me instead of accepting their fault and looking into it.
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September 2023 by Aman Hans
We recently moved and were planning on buying a number of items from dining room to bedrooms and living room furniture however these bar stools we bought didn't work for our island and although the person I dealt with was nice, it seems their head office not so much. We loved the stools and were hoping to exchange with ones that worked. Well apparently after 7 days of buying something they refuse to honor a return, exchange or even credit! Its extremely disappointing in these times that a company cannot even try to be somewhat flexible. Especially since we hadn't even opened the items except for one stool.We will never shop here again.
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September 2023 by Reena L
We made an in store purchase which was delivered to our home. The staff did not tell us that their delivery drivers do not remove their shoes or cover them, upon delivery our carpets are RUINED!!We went in store, told the manager, he advised to email support and they will take care of it right away. So we emailed support and they told us that we should have read their delivery procedures on their website. We were never told to read the delivery procedures upon purchasing the goods nor would ANY NORMAL person have known to go and do that without being told to do so.I fully understand "safety protocol" for the delivery drivers but it should not be at the expense of the customers property being damaged.If you can pick up your own stuff, I highly recommend to do so, their customer support is worse than garbage. I would have given 0 stars if I could have.
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September 2023 by Hamit Khosa
Absolutely the worst customer service ever! The sale associate at the store was nice however the manager was very rude and disrespectful when we called about issues with the products we purchased.We were given a used product and told it was new. We asked when purchasing the product if it was new or old and we were reassured that it was new. When we got home and started to unbox , we realized it was used. We contacted the store immediately about the used product and they told us we were wrong and it was in fact a new product. We informed them that the parts of the sofa were in a local grocery bag with the label all over, to which they then apologized. We asked what they can do for us as we paid the price for a brand new product and they said bring it back in the original package and they’ll refund or exchange. We drove over 40 mins to the Langley location and the box was already dismantled and told them we were unable to do so. We also noticed the coffee table was damaged to which the manager told us it was the just the design. I contacted another store to ask if that was the design, to which that manager told me no the item you have is in fact damaged.I contacted the store multiple times and every time they said they’ll call me back after discussing with the manager but didn’t receive a call back. After 3 days, I called back to see if there was an update and the manager answered. He was so rude and disrespectful over the phone. He told us our only option is to bring the items back in the original packaging for the refund. He used words like you aren’t “special” and “it is what it is” and continued to tell us that we were wrong and we didn’t understand the “design” of the table. He was not understanding nor compassionate. We were sold a used item and damaged item and instead of being understanding and coming to a mutual agreement where both parties were happy, he continued to disregard our concerns.When we contacted that head office, they told us to deal with the location Manager directly.I DO NOT recommend anyone to go to this location, the manager belittle us, spoke in a loud, condescending and rude tone. I will never go to this location again nor recommend it to anyone.The Burnaby location is awesome !
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August 2023 by Sean O'Gorman
The worst customer service possible! I ordered a Juhana dining room table and when it showed up the quality was awful and cheap looking. I called about returning it and was told to take it back to the nearest store no problem. The nearest store is 45 min away. A few weeks later when I had time I tried to return the table and was told there is only a 2 week period to return and you have to fill out a form online first and then receive an email and then come in. But because it was past the 2 weeks too bad. Even though this was their screw up by giving me the wrong information they would not return the table. I would never deal with this company again.
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August 2023 by Lyn Merioles
VERY POOR CUSTOMER.. They dont care if they lose business! They took so long for your order like more than a month.. and wont care at all for any of your complaints and not willing to help’ If I can give zero, that’s how this branch deserves! You better get business somewhere else!
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August 2023 by Lesley Kayla
Must be hard to hire good staff nowadays. During my recent visit on Aug 12, I needed help. There were three staff members whose conversation (not related to work) that I had to interrupt after waiting for a minute and they just glared at me.
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June 2023 by Kyla Chambers
Bought a $3000 couch from them, within having it for 6 months it looked 5 years old. The fabric is pilling and so worn, stretched out and saggy. It's really ver disappointing. Customer service will do nothing about it. Do yourself a favor and do buy from Structube, their stuff looks nice in the showroom but it is NOT built to last. Spend the extra bit and get from a more reputable establishment. I'd do 0/5 stars if I could!!!
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May 2023 by Jane Lorenzana
Came in, and the staff were all gathered by the checkout chatting amongst each other, and we overheard them complaining and trash-talking their previous customers. No staff were there to do their job. Poor management and customer service is non existence. Clearly, by seeing their reviews now that this has always been a problem.We're never coming back here, nor are we buying anything from Structube.
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April 2023 by CHULHO KIM
Was good experience when I bought the product, spent 3k-4k at that time. Claimed for warranty and processing time took a long time. But everything was ok until when I got the store, one of the staff was horrible attitude for customer, like worst service I've ever met. Waist my time, my gas twice! And do not know how to work. Do not spend time in here. Im strongly not recommend this place especially CUSTOMER SERVICE after you buy something.
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March 2023 by mohit suri
possibly the worst customer service I have experienced. I went to do a return and the associate ‘Paulo’ was passive aggressive and unaccommodating. He told me he couldn’t take the rug back because the white packing was missing. I have bought many rugs in he past and I have never encountered this issue. There is a reason why they have a 3 star review on google.My wife was looking to grab a couple of things from there however after this encounter I would never shop there again.Also upon returning the rug today I wanted to speak to the manager and ironically Paulo is the manager and wasn’t working today. Also note that I live in surrey and ended up wasting so much time on this return.
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March 2023 by Tom Stone
This couch is literally the most uncomfortable thing I have spent time on. Thing was absolutely launched into my house on delivery, knocking all my cats food and water everywhere. Additional glass items purchased were damaged on arrival. Fashion over function, confirmed.
