Burrow makes furniture that works harder, so you can live easier.Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Burrow (burrow.com) has 553 customer reviews on Five Star Index, with an average rating of 2.6 out of 5.
Also known as
burrow.com
Website
burrow.com
Category
Furniture Stores
Location
New York, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 75% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
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We placed our order for a loveseat on March 26, and Burrow said it would ship within 5-7 weeks. Almost 12 weeks later, we have received the legs and two sides of the loveseat, but not the seat itself. And so we wait.
Response from BurrowJun 16, 2026
Hi Alison,
Thank you for sharing your experience. We’re really sorry for the delays, and for the frustration of receiving only part of your loveseat after waiting longer than expected.
If our team can help by providing an updated ETA or looking into the remaining shipment, please reply directly to your active support thread so Customer Experience can continue assisting with your order there. We sincerely appreciate your patience as we work to get your order to you as quickly as possible!
KE
Kelly
Poor Service
My order was a month late and I am
missing a box. None of the printed customer service phone numbers on your website and on the instructions in that come with the furniture work.
Response from BurrowJun 16, 2026
Hi Kelly,
We’re sorry again for the delay and for the frustration around the missing box.
It looks like our Customer Experience team has been in touch and confirmed that the last seat was expected to be delivered today, 6/16. If you’re still missing any pieces or need additional help, please reply directly to your active support thread so the team can continue assisting with your order there. We're always happy to help!
VA
Victor A.
I was sent the wrong product
I was sent the wrong product
Response from BurrowJun 1, 2026
Hi Victor,
Thank you for bringing this to our attention. We're truly sorry for the mix-up, and we completely understand how frustrating it is to receive the wrong item after anticipating your order.
That said, we've received your email, and our Customer Experience team is looking into this further. Someone will be reaching out shortly with next steps, and we'll do everything we can to get this sorted properly. We appreciate your patience while we make things right!
TB
Theo B.
Do NOT shop with this company for ANY…
Do NOT shop with this company for ANY reason. They never update their inventory, their customer service is now just an AI chatbot, and the product, if you get it, is terrible.
EDIT: Reply and update.
Hello! So happy to see you reply here. I want to clarify, that the only reason I found out that the item was discontinued was because I wrote to burrow twice to confirm the timeline of my order. It was only then that I was told the product was at first "unavailable" and only yesterday - nearly a month after making the order, that the collection was "discontinued." How is it that none of the 3 representatives I talked with over the previous month knew that?
I would expect that you understand that when people are undertaking home design purchases, they are often in the midst of projects that involve many decisions and spending in multiple avenues. The ability to depend on vendors for basic answers - or to fulfill orders they have agreed to - affects these other factors.
I raised this to the CS representative on many occasions, but their failure to answer even my most basic questions really underscored the fact that - if I wasn't talking to a chatbot - I was talking to a person whose clear mandate was not to satisfy the problems caused my the company's error.
Last - I want to be clear that non of my review is contrived. I am happy to have seen the order cancelled, as I was finally able to see the product in person, at a friends house, and to audition just how uncomfortable it was.
Response from BurrowMay 27, 2026
Hi Theo,
Thank you for sharing your experience. We’re sorry this was so disappointing, especially after placing an order only to learn the collection was discontinued.
We also want to clarify that our Customer Experience team is made up of real people, not AI, but we understand that the support experience may not have felt as personal or helpful as it should have. That feedback matters, and we’ve shared it with our leadership team for review and transparency.
We can confirm that your order has been refunded in full, but we know that doesn’t undo the frustration or the loss of confidence in shopping with us. We hope we’ll have another opportunity in the future to restore your faith in our brand and provide you with the level of service you deserve.
MA
Marc A.
Couch said “ready to ship”, omitting “in 4 months”
Couch said “ready to ship”, heard nothing for two weeks, reached out and they said “parts are on back order, parts will arrive in 2 months” while the website still claimed “ready to ship”. We’re now a month passed the date the parts were supposed to be available, still waiting. At this point it’s become a running joke that we’ll be moving before this couch even gets shipped.
Response from BurrowMay 27, 2026
Hi Marc,
Thanks for taking the time to share your experience. We’re really sorry for how frustrating it has been, especially after ordering something that was listed as ready to ship and then seeing the timeline shift repeatedly.
We understand why that would feel misleading, particularly when the information on our site didn’t seem to line up with the updates you were receiving. That should have been clearer, and we’re truly sorry for the uncertainty it caused.
Our team has since provided an updated ETA for your sofa and issued a 10% refund as a courtesy for the delays and disappointment. We appreciate you taking the time to share your thoughts, and we have shared your feedback internally as we actively work to improve as a company. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected]!
JH
Joseph H.
No thanks @ Burrow
Really bad customer service.
I have been simply trying to buy a replacement cushion for my Nomad ottoman, and apparently no one at Burrow can help me do that.
Instead of solving the issue, they pushed a 40% discount to “upgrade,” while their public sale is already 30% off. That is not customer support, it is barely more than a standard promotion.
Burrow markets itself as modular furniture, but when an existing customer needs one basic replacement part, there seems to be no real solution. Extremely disappointing experience.
Response from BurrowMay 18, 2026
Hi Joseph,
Thank you for sharing your experience. We’re sorry for the frustration here, especially as an existing customer looking for a replacement part.
Unfortunately, your current sofa's model was discontinued, and we no longer have add-ons or replacement cushions available separately for that collection. We understand how disappointing that is, particularly given Burrow’s modular approach and the expectation that pieces can adapt over time.
Because of this, our team offered a 40% discount toward an upgraded sofa as a way to acknowledge the disappointment and help provide another path forward, but we understand that it wasn’t the solution you were hoping for.
Again, we're truly sorry for the disappointment, and your feedback has been shared with our team as we continue working to improve long-term product support and the overall customer experience. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected]!
CP
CP
I would give 0 stars if I could.
I would give 0 stars if I could.
6+ months to deliver.
The company claims quick shipping which is a lie.
Lack of communication.
When it did not come by the date they gave us, WE had to contact them. Multiple delays, which again, WE had to contact them about.
Missing pieces.
Once it did arrive, we realized we were missing multiple pieces including the entire chaise. There is literally no way to make a return considering the directions you have to download instruct you to open ALL boxes and components, just to leave you stuck if you end up having even more issues.
Why are these honest reviews not included on the purchasing website?
It is very scummy and deceptive to have a separate page for complaints from real customers vs paid reviews coming from a company that “compromises between quality, affordability, and convenience … solving the biggest problems in furniture.”
I can’t begin to explain the frustrations that have came with ordering from this company and I will never do it again.
Response from BurrowMay 18, 2026
Hi CP,
Thank you for taking the time to share this. We’re very sorry for how frustrating and disappointing your experience has been, and we definitely understand how upsetting it would be to wait far longer than expected and still not have all the pieces needed to use your furniture.
This isn't the experience we want anyone to have, and your feedback has been shared with our team. Again, we appreciate you bringing this to our attention and are sorry for the frustration this caused. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected].
JH
Joe H.
Horrible delay in shipping with…
Horrible delay in shipping with extremely poor communication!
Response from BurrowMay 12, 2026
Hi Joe,
Thank you for sharing your experience. We’re truly sorry for the delay and for the lack of clear communication along the way. We understand how frustrating that experience can be, and if you still need help with an updated ETA, please reach out to our Customer Experience team at [email protected] with your order details. They’ll be happy to take a closer look!
We appreciate you taking the time to share your thoughts, and we have shared your feedback internally as we actively work to improve as a company. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected]!
