BurrowReviews of burrow.com

This company is genuinely horrible. We bought a modular couch a year ago, and four months ago purchased a chaise lounge to add to it for $1.3k. At the time of purchase, it said it was in stock. two months later it said delivery would be early June. Early june, we recieved a notification that they didnt know when we would be getting it. Then in early july the package shows up with no tracking information updated and it was only 3/4 of the couch. The tracking still says "Label Created" for the pieces we have received. the back of the couch is missing. There is no way to get in touch with their support team except through email and they can give us no updates on tracking because they must have done it wrong. So they cannot tell me where my piece is after FOUR months of waiting, nor are they making any sort of effort to remedy the problem. so unbelievably frustrating. Save yourself the headache and buy elsewhere. I haven't regretted purchasing something from a company like this in a very long time.

Only 4 out of 5 pieces have delivered with no helpful tracking information. Has taken almost 3 months. Support not helpful minimal answers.

If you are looking for a hard, uncomfortable, scratchy, squeaky sofa that your cats will LOVE to use as a scratching post, this is it. I am SO disappointed in this. It was marketing as “pet-friendly fabric. “ It is NOT. This is the worst sofa I have ever had. It has not even lasted 3 years, and at a price point that I expected to get at least 7-10 years out of it. It is cheaply constructed, uncomfortable as hell, and my cats have shredded the fabric that was supposedly made for homes with animals. Customer service has been TERRIBLE. First they said, “Oh, it will get more comfortable over time”. IT DID NOT. Then they said, “we never said it would stand up to pets.” Then they said, too bad, so sad, we have your money, tough luck. TERRIBLE Experience.Do not buy unless you love discomfort and want to buy your cats a $2000 scratching post. Cats say, “WOW, BEST THING WE HAVE EVER HAD. WE CAN SCRATCH IT TO SHREDS AND HAVE IT ALL TO OURSELVES BECAUSE EVEN THE DOGS FIND IT TOO UNCOMFORTABLE TO USE.”

Terrible No response from company about delivery dates despite over 10 emails sent, arrives weeks later missing parts , again no response from company on missing parts, I have a couch I can't sit on with no delivery date or service from company about missing parts, instead I get these automated emails about writing reviews or buyingote products on sale. Ridiculous and very frustrating

I first bought from Burrow in 2024. I originally chose Burrow because I knew my living situation wasn't permanent and wanted a couch that fit my aesthetic but could also change with my living space. The ability to order other sections in the future was a major factor in my choice to go with Burrow. Fast forward to April 2026, I am moving into a new home and want to order a corner piece for my sofa. I reached out to Burrow via email; I couldn't find a way to order individual sections on their website. I received a response that a matching unit was in stock and paid the invoice all on the same day, April 23rd. In that communication, I was told shipping would be free. Looking back, shipping was an additional charge on my invoice. On May 5th I still had not received a shipping confirmation and reached out for an update. I was then told the unit I was sold was not actually in stock. Nobody from Burrow reached out to me about this. Who knows how long my order would have stayed open and pending had I not reached out. It took several frustrating back and forth emails to understand that an exact match for my 2024 pieces would never be in stock again because Burrow had changed the cushions since my original purchase. I was offered a free "upgrade" to the "plus" cushions. The "plus" cushions are the only cushions their Nomad pieces come with now, so it's not an upgrade. I asked if I could buy replacement cushions for my other pieces so the cushions could match. Burrow doesn't sell replacement cushions because, in their words, "This ensures proper fit and consistent comfort across the entire sofa." They suggested I visit a showroom to feel the difference; the closest showroom is hours away. I ultimately agreed to try the so-called "upgraded" corner piece on May 15th but only after getting written assurance any return associated with this order would be free of charge. I was told on May 22nd my updated order was processed. Tracking showed I could expect my packaged by ay 27th, but the last box never arrived. I reached out on May 29th about the missing package and was told to ask again after tracking had not updated for 3-5 business days. I reached out again on June 3rd, and was told to wait again. I reached out for a 3rd time on June 9th and Burrow opened a claim and agreed to send a replacement. But the replacement wasn't in stock and wouldn't be until the end of June! On June 24th, I got a shipment tracking notification. No heads up from customer service this time either. At least the replacement arrived June 25th. I put it together and surprise, surprise the "plus" cushion feels totally different and looks visibly thicker than the rest of my couch. Burrow's customer service team told me it wouldn't be that noticeable because my existing pieces were broken in and softer by now. Nope. It is the difference between a firm seat and sinking in to memory foam. I have opened a return claim and I can only pray it goes smoothly. The most frustrating part of this for me is it all could have been avoided if Burrow just sold replacement cushions. I would have gladly spent *more* money to have all my cushions match. Instead, Burrow is losing a sale and at least 2 customers; after hearing this saga, a friend who had been planning to purchase from Burrow changed her mind. Also, shame on Google for showing misleading review data for Burrow. They show a 4.1 store rating, but that doesn't seem to be based on actual user reviews.

I placed two orders with Burrow (a Havenly Brand) on June 1, 2026. After receiving no updates, I contacted customer service on June 10 and was told that three of my items had been “allocated” and was given an estimated delivery timeline. I was also informed that a fourth item was backordered until late July, so I requested that item be canceled. Based on Burrow’s communication, I believed the remaining three items were in stock and reserved for me. Weeks passed with no shipping confirmation, tracking information, or proactive communication. On June 23, I reached out again to ask why my orders had not shipped. Only then was I told that Burrow had ended its partnership with the supplier of these items and could no longer fulfill the orders. My biggest concern is that I was never notified when Burrow became aware that the items could not be shipped. My orders remained open, my money remained with the company, and I received no communication. Had I not contacted customer service myself, I do not know when I would have been informed that the orders were unfulfillable. What makes this more frustrating is that Burrow previously told me the items were “allocated,” which I later learned meant they had supposedly been reserved for me. If that was true, customers should have been immediately notified once fulfillment became impossible. I ultimately requested a full refund. My issue is not that an item became unavailable—those situations happen. My issue is the lack of transparency, and the fact that I had to discover the problem myself after weeks of waiting. As of the date of this review, these items are still listed on Burrow’s website and are being promoted with discounts despite Burrow informing me that it can no longer obtain them (i.e. the company is encouraging more customers to fall for this trap). Customers deserve timely and honest communication when a company knows it cannot fulfill an order. Unfortunately, that wasn’t my experience with Burrow.

Purchased a sofa listed as "in stock, ready to ship" and my card was charged at the time of purchase. A few weeks later I realized I still hadn't received a shipping confirmation. I logged onto my account on their website and saw that it was delayed 3-4 weeks. I emailed to ask for an explanation and received multiple responses at the same time, all clearly AI generated, but they mostly conveyed a particular part was out of stock. I was able to get 5% back for the delay. Weeks go by, again, I realized I hadn't received a shipping notification, logged in and saw a 13-14 week delay. I got another 5% refunded as a result, same unhinged customer service email exchanges, but two weeks later I decided to cancel my order based on the number of similar experiences I found from other customer reviews. I wish I had done more research, but I could not find a similar product from any other online company - leather loveseat with one side as a chaise - a square sectional (2x1) - or else would have cancelled my order sooner. If they had proactively communicated the delays, I may have waited for the product. I felt like I was getting scammed.

I purchased a dresser and nightstand and paid for Taskrabbit assembly with the order. Four boxes arrived, but they showed one as missing and couldn’t let me schedule the assembly that I paid for. I tried to contact them, learning that customer service is limited to emails which take 2-3 business days for responses. No phone access or live chats! I finally hear back from someone who says that my bed should have come in four boxes. Huh? I GOT four boxes, and didn’t order a bed. Fast forward, I hired a Tasker myself, who found that the two side panels of the dresser were badly damaged. So now I am stuck waiting for an email back in a few days. Awful customer service!!!!!!