Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding a highly unsatisfactory experience with Structube Richmond, involving order #RICHD1C12454130, placed on December 7, 2024, for a sectional sofa and four dining chairs. Issues include incorrect delivery, poor communication, unreasonable delivery expectations, and lack of proper support for defective merchandise.Despite efforts to resolve the matter directly including a formal complaint to Structube *********** on April 20 I received no response after the 14-day deadline I clearly outlined. I am now escalating the matter through the Better Business Bureau.Summary of Issues:1. Incorrect Sofa Delivered: I clearly requested the opposite configuration of the showroom model, relying on the associates explanation. The delivered sofa matched the floor model and didnt fit my space.2. Misleading Delivery Promises & Lost Wages: I was told delivery would occur on a specific day, so I took time off work. No one came, and ***** later denied such a promise.3. Unfair Delivery Charge: I was told it would take 4 months to replace the incorrect sofa (later reduced to 1 month), but I was still charged $77.28 due to staff miscommunication.4. Defective Chair & Unreasonable Resolution: One dining chair became defective on March. I had to return it to ******** and pick up the replacement myself despite living in ***************, having no car, and suffering from back pain. This cost me $38.20 ****** and $2.60 (bus).5. Emotional & Psychological Toll: Repeated errors, poor support, and ongoing stress have caused emotional and mental strain.

  Customer Answer

  Date: 26/05/2025

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:14/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2024, I purchased the *********** chair from Structube. I received it on June 16th, unboxed it on the 17th, and reported a defect on the 18th. In my notification, I included pictures of my arm with multiple cuts caused by nails poking through the fabric of the chair. Astonishingly, Structube's response to this safety hazard was to inform me that they were out of stock and wouldnt receive another batch until the end of October. I was told I would have to wait for a replacement part until they could ship an entire batch to *********. This response was already unacceptable, given that the chair had caused physical ********* add insult to injury, October has come and gone without any follow-up or part replacement. In mid-October, a guest at my home sat in the chair, which I had placed in a corner, and sustained an even worse cut on their arm than I had.This products one-year warranty is already more than halfway expired, and its been made clear that it poses a liability risk. Structube's products lack safety, and the company is willfully ignoring significant health and safety concerns. Their business practices are seriously questionable, especially given their consistent failure to follow through on even subpar promises.I want a replacement within a week or refund.