IKEA Ottawa

My experience with Structube this year has been pretty disappointing. I purchased furniture from them back in 2012, and I am pleased with my purchases. The table I still use and the sofa I sold several years ago. A few weeks ago, I went to the store train yards and found what I thought was the perfect recliner, sofa table, and area rug for my new space. The chair and table were delivered a few days later, and both items were defective. The base of the table was all marked up, and the material on the chair had some significant creases due to improper packaging or storage methods. I spoke to the manager of the store, who informed me of the return and exchange process. The table was back ordered, but they told me someone would come to collect both items. A replacement chair would be sent, and when the table was available, they would let me know. They did indeed follow through with that. However, the replacement chair came, and it too was defective in fact in worse shape than the one they took away. I have since returned that chair and informed them I no longer want the table that is backordered nor the area rug that I have put a deposit on. Sad to see yet another store succumb to subpar quality. Oh yeah, one more added inconvenience; they called to let me know my items have been returned and the refund is available. However, I have to go in person to the store with my credit card to have it processed. I will say that the staff in-store were a pleasure to deal with. Thank you to DM and Nick

Defective product and unreasonable refusal to refund A drawer unit purchased here (that came in a set) failed during normal assembly — a side panel peeled apart immediately, indicating a defect in materials or manufacturing. I repackaged the item immediately and contacted the store to return it. Instead of a refund, management insisted on replacing a single part and blamed me for not inspecting each component beforehand, even though the defect only became visible during assembly. I was later told the unit might be considered “used” — despite the fact that the drawers could not be assembled because a side panel was missing, and despite the entire unit being returned in its original packaging for inspection. A replacement part was ordered but did not arrive for weeks. When I returned in person to request a refund, management refused, citing a strict 7-day store policy — even though the delay resulted from waiting on the store’s own replacement part. I have been a repeat Structube customer, which makes this handling of a clearly defective product even more disappointing. I would not recommend this location to anyone who expects accountability for defective merchandise or professional handling when something goes wrong.

I want to love Structube, but have had issues with every order - both online and in store at Trainyards. In my last order, the couch arrived without pilot holes and instructions to only use a screwdriver to attach the legs to the frame. It clearly said not to use power tools unless indicated. Multiple screw heads broke off while trying to assemble it and their store manager, Niousha, told us we could pay $69 plus tax to have them remove it from the house. They would not work with us and said that it isn’t covered under warranty as it occurred during assembly. The warranty states “improper assembly” yet when asked how it constituted as “improper” assembly, following their instructions, they avoided answering multiple times. The screws were the issue… They also would not send along contact information for anyone above store manager level for escalation. I was able to attach the legs by getting screws elsewhere, but now it’s a case of how long it will hold up since the new holes are close to where the screws broke off… Another item was broken upon opening the packaging and they had no issue sending the truck to pick that up but we had “passed the deadline” to pay and have them pick up the couch… plus once you toss a box, they also won’t collect it?? I suppose you get what you pay for… lesson learned.