BurrowReviews of burrow.com

Response from BurrowAug 21, 2026

Hi Steven, We’re really sorry to hear that this happened. This isn’t the experience we want you to have, and we understand why it’s left you doubtful about the resolution. That said, our Customer Experience team confirmed by email that the request for replacement legs has been submitted. Replacement requests can take a few days to process before shipping, depending on current volume, but once dispatched, the replacement parts typically arrive within 3 to 5 business days. Our team is also preparing the return labels for the incorrect furniture item that was delivered. We appreciate your patience while both of these are being sorted out, and if there's anything else we can do to support you, we hope you won't hesitate to follow up with us at [email protected]. We're always happy to help.

Response from BurrowAug 21, 2026

Hi there, We’re really sorry this has been your first experience with Burrow. Receiving a late order without tracking is frustrating enough, but discovering that part of the sectional arrived in the wrong color along with defective legs definitely isn't the experience we aim to provide. While we’re glad to hear that you're happy with the portion of the sectional you do have, we understand that doesn’t mean much when you’re still waiting on the full order to be delivered. Four months is far too long to be left without a clear timeline or complete resolution, and if this is still unresolved, please send your order details to [email protected] so our Customer Experience team can review where things stand and help get some clearer answers.

Response from BurrowAug 21, 2026

Hi Julie, Thank you for taking the time to share your experience. We agree that an item marked in stock should be available, and a cancellation request should receive a timely, clear follow-up. It sounds like we fell short on both counts here, and we're truly sorry for that. We've shared your feedback with our team, particularly around inventory accuracy and communication, and if there's anything else we can do to support you, we hope you won't hesitate to follow up with us at [email protected]. We're always happy to help.

Response from BurrowAug 21, 2026

Hi Jason, Thanks for taking the time to share your experience. We’re sorry the return process has been this difficult, especially after the sofa arrived with mismatched components. You shouldn't have had to spend this much time coordinating a return, and we agree that the missed pickup, incorrect labels, and repeated follow-ups made this much harder than it should have been. If this is still unresolved, please reach out to us at [email protected] with your order details so our Customer Experience team can review the return status and help get this moving. We really appreciate your patience here and the chance to make things right.

Response from BurrowAug 12, 2026

Hi Tonya, Thank you for taking the time to share your experience. We’re sorry to hear about the delays related to your order and the lack of proactive updates along the way. We’re glad to hear you think you’ll be happy with the piece, but we understand that doesn't take away from the frustration of still waiting for the final piece to arrive. 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]!

Response from BurrowAug 11, 2026

Hi Sarah, Thanks for taking the time to share your experience with us. We’re sorry to hear the sofa hasn’t felt as comfortable or functional as you expected, and we appreciate the feedback around the cushion fit, fabric, and overall feel of the piece. If there’s anything we can help with, please reach out to our Customer Experience team directly so they can review your order and talk through any available options with you. They can be reached at [email protected].

Response from BurrowAug 10, 2026

Hi Amy, Thank you for taking the time to share this, especially as a longtime Burrow customer. We're sorry this most recent experience has been so disappointing. Adding to a modular setup should mean the new pieces sit seamlessly alongside the ones you already own, so we'll definitely share your feedback on the fabric differences with our product team for a closer look. As far as the missing legs, our team confirmed that they followed up with you directly yesterday to confirm the replacement legs request was successfully processed. Replacements typically take 3 to 5 days to process before shipping, depending on current volume, and delivery usually runs another 3 to 5 business days from there. We're sorry this has held up finishing your setup, and we appreciate your patience while the replacement parts are on the way.

Response from BurrowAug 7, 2026

Hi David, Thank you for sharing your feedback. We completely understand how frustrating it must be to experience delays without any proactive updates along the way, and we're very sorry for the inconvenience and disappointment this situation has caused. While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates, and our team would really like the chance to make things right. We've sent you a request for additional information so we can locate your account. Once we have that, please be on the lookout for a follow-up from our Customer Experience team. We know this doesn't undo the frustration you've already experienced, but we hope to have the chance to turn things around and restore your confidence in us. We truly appreciate your patience.