We recently purchased a Tory couch from structube. Little did we know, the item we purchased was out of stock and discontinued. Despite this fact, structube still put the purchase through for the item. Upon later looking at the order we noticed the delivery date was malformed and decided to call in. We were informed that the item was discontinued and out of stock, and they would only cancel the order. Requests to transfer the order to the other Tory model were refused and they basically said that cancelling is all they will do, despite taking our money on a product they do not have. According to customer service this is a 'standard issue' and they will not do anything about it. While I understand that inventory systems aren't perfect, telling a customer who has paid a large amount of money for your product that such a problem is just 'standard' and basically to just deal with it is not a company I want to do business with. When requesting to speak with a manager I was told they don't do that, they will only submit a ticket and that the manager won't do anything about this. We have purchased from structube before, but will not in the future. I would rather pay more to deal with a company I can trust to make things right after they make a mistake then one that basically tells you to just deal with it.
- Approximate cost of services:
- $600.00
- Company Response
Hello Ken, we sincerely regret that your reservation of the last Tory sofa was unsuccessful. This rarely happens but when two orders are placed in quick succession and only one product remains, due to delays in our ordering system one of the two reservations fail. We are very sorry that you were not advised immediately, our order system is in the process of being updated to ensure this will happen in a timely manner should it happen again. Also, it is possible to remove items from an order but not to add new ones to it which is why we were unable to substitute the Tory sofa in your order with a new one. Your feedback has been heard and solutions to this challenge are being considered. We thank you for your feedback as it will be used to contribute to the overall improvement of our ordering system and customer service.
Thank you.