BurrowReviews of burrow.com

I would not order from Burrow again. We paid $2,527.57 on September 7, 2026 for a Nomad Velvet King Sofa with Double Reversible Chaise, relying on the 3–5-day estimate shown when we ordered. After payment, the timeline became 8–10 weeks, with the item backordered until mid-November. We felt deceived. A difference of that magnitude completely changes the purchase decision. On September 10, customer support confirmed in writing that there was no physical stock available in any of their warehouses and that they had to wait for an upcoming production shipment. Their explanation was that website estimates change with live inventory updates. That explanation did nothing to address why we had been shown a days-long estimate before paying thousands of dollars for something they could not supply for months. We asked them to address the discrepancy and provide a meaningful partial refund if we kept the order. They said leadership declined because the item was still following its UPDATED backorder lead time and had not passed its official delivery window. From a customer’s perspective, that is moving the goalposts: replace the original expectation with a much later one, then use the replacement timeline to justify doing nothing. When we explicitly explained why that response was unacceptable, we received the same form-letter response again, including the same backorder explanation and refusal. It was dismissive, infuriating, and a complete waste of our time. Generic apologies are worthless when they sidestep the exact concern the customer raised. We requested cancellation on September 11. Burrow acknowledged that morning that the cancellation had been processed and promised a full $2,527.57 refund to the original payment method. That acknowledgment still gave no refund processing date, transaction receipt, or timeframe for the money to appear, so we had to follow up yet again. Those details were missing when we first wrote this review. We never received the sofa, so this review is about Burrow’s ordering, availability disclosures, and customer service. On those measures, this was an appalling experience. I would strongly advise anyone considering Burrow to get actual availability and a firm timeline in writing before paying. Their handling of our order destroyed our trust, and we are taking our business elsewhere. Update, September 11 at 11:11 a.m.: After our follow-up, Burrow clarified that the refund is still queued, with an official cancellation and refund receipt promised within 2 to 3 business days. They say the $2,527.57 should appear 5 to 10 business days AFTER the refund confirmation email. The refund has not yet been executed according to their reply. This is a promised timeline, not confirmation that the money has been returned.

after ordering a couch and not recieving an update on when it would be shipped for 8 days i reached out to customer service. 2 days later they emailed me back to inform me that the couch i had already paid for from their website was discontinued. they wanted to give me store credit and encouraged me to buy a more expensive option instead! a complete joke of a company do not order from here their website and customer service are both useless

I cannot recommend Burrow AT ALL. I purchased $4000 items from them in the Chicago store with a promise of 4 weeks delivered after dropping our order in 2 weeks. So within 6 weeks. The sofa and the coffee table did not arrive. We cancelled the sofa when we knew it could not arrive but they did not cancel the coffee table. Instead, we received a tall dresser, which they aggressively had us send back within 2 days and cancelled our coffee table order since we cancelled the sofa. Never again buying from Burrow. Customer service has been non-existent and we still have not received our refund of $2000 purchases that were never sent now over a month later.

We ordered the Nomad sofa with ottoman in the beginning of June. It's September 6th and while the ottoman has been shipped in June, the couch is still not here. We e-mailed about ten times asking about it and they have no idea when it will be in their warehouse. At this rate God only knows when and if we will get the couch. We never experienced a modern company with such poor logistics.

The only reason I'm giving 2 stars instead of 1 is customer service. I found them to be very responsive and they addressed my needs quickly (the configuration I purchased didn't work in my space so they readily exchanged components for me). I purchased my Nomad couch 2 years ago. Primary drivers of my purchase were pet-friendly easy clean up and lack of chemicals. I never found it to be the most comfortable couch but it was acceptable. Over the past 1.5 years I've gotten so I can't sit on it for more than about 10 minutes without my lower back and hips hurting. I had to sit on it for an extended time over the past few days because we have company. Last night I had to get my husband to help me up the stairs and help me get in bed. I almost had to go to the emergency room because my glute/hip pain was so intense. I'm on meds and a heat/ice/pressure point regimen in an attempt to avoid going to the ER. I've wanted a new sofa for well over a year but I spent over $1500 for this and I hate to buy another one but it's gotten to the point that I can no longer sit on it at all. NOT comfortable AT ALL. Sadly.

Burrow markets their products as "modular" with the "ability to expand over time". This was the entire impetus for our purchase of a Nomad couch a few years ago. When we contacted them with the hopes of adding units to our sofa, they not only did not have anything that matched, they did not have any compatible piece in any color—this is for a model they still produce and sell on their site and in their showrooms. Within the span of a few years, they have changed their design and manufacturer for this product multiple times with no regard to the compatibility between past, present and future generations and without the institution of any support systems for customers who have purchased their products in the past. It's false marketing and we will be avoiding Burrow entirely—snake oil—would highly recommend avoiding their products.

I ordered an outdoor furniture set with the projected delivery of 1 - 3 weeks. We're getting close to two months and the order has not been even shipped. Customer service team, when asked, shares vague responses without any delivery estimations. Interestingly the same set continues to be sold on their website with the same delivery promise of 1 - 3 weeks. Approach with caution, it may be a scam company constantly selling items that they don't have in stock.

Ordered a Field 3-piece modular sofa on 5/1. Have yet to receive it. Contacting customer service multiple times only via email (as they give no phone number to contact for support) has been unhelpful. They haven’t given me a shipping confirmation or a solid date as to when I can expect my couch. This delay has greatly affected an interior design project I have going on and is extremely frustrating to say the least. I wish they were honest from the start as to when I could expect my sofa shipped. I purchased this sofa specifically for the 6-8 week timeline turnaround and am now going on week 18 with no communication. Extremely disheartened. UPDATE: they just informed me the couch wouldn’t be shipped til the beginning of next year. I have begun moving forward with a cancellation and refunding process.