BurrowReviews of burrow.com

UPDATE - Yesterday, I requested in customer service email to speak with a manager. A manager called me in less than 24 hours, heard me out and issued a percentage reimbursement. Very pleasant and, still, please be honest about your shipping times (I know there are issues with tariffs and ports, etc.) and pro-active with reaching out to customers when there are delays. ------------------------------------------------------------- ORIGINAL POST Same as others here. I purchased a sofa and loveseat on May 25. On the website, it noted that they had the items in stock and they would be shipped within 6-8 weeks. That's already a bit more of a wait than I expected, but I wanted to support a smaller company, not Amazon or Wayfair. I received my loveseat on July 1, approximately 5 weeks later - reasonable. However, I was told that it would take another few weeks for the sofa to be delivered. On July 23, I emailed customer service again asking if there was an update on the sofa. I was informed that it would not be shipped until mid-late August. When I pointed out that I recently checked their website for shipping times for the same item and it did not match the timeline they were giving me, this is the response I received -"Our website's inventory system can sometimes experience a delay in reading the most recent supply updates, which is why it previously displayed an inaccurate timeline. We have since corrected this issue, and the current 1 to 3 weeks delivery estimate shown on our website for this item is the latest, most accurate update we have." 10 days after receiving this nonsensical response, I checked in again to ask when I will receive my sofa. The response was that I would get it sometime between late August and mid-September. Are you kidding me??!!!!! How does that make any sense with the shipping time they said they adjusted on their website? And, it is well beyond the original 6-8 weeks that were quoted when I purchased the item. I would also like to point out that, although their customer service bot/person was very polite and accommodating when I was having difficulty assembling the loveseat, they have never pro-actively reached out to me about the shipping of the sofa. Truly ridiculous.

Still hasn't said anything about it being shipped. Told me this coming Friday but I see no movement.

I waited over 8 months and never received my outdoor sofa. Thankfully I was reimbursed, but you held my money for EIGHT MONTHS! Instead of it earning interest as it normally does, you held me and my money hostage. “Customer service” is a joke with your company. You leave the representative with their hands tied and no way to help. I’m doing my best to warn other potential customers of your shady business practices.

Furniture is uniformly cheap and bad these days. Burrow has good design and customer support, but that doesn't make up for poorly made products. I wound up keeping and reupholstering my old couch, and it looks--and feels--great.

We couldn’t be happier with our Burrow Opera Media Console. The quality of the materials exceeded our expectations. The finish is beautiful, the craftsmanship is excellent, and it looks even better in person than it does online. It has a substantial, premium feel that makes it a standout piece in our living room. The packaging deserves special recognition. Every component was exceptionally well protected, and everything arrived in perfect condition without a single scratch or damaged part. It’s obvious that Burrow has put a great deal of thought into ensuring their furniture arrives safely. Assembly was straightforward, with clear instructions and well-made hardware. Everything fit together precisely, making the process much easier than expected. What impressed me just as much was Burrow’s customer service. Shortly after I placed my order, the console went on sale. I contacted customer service, and they responded promptly, courteously, and adjusted my purchase to the lower sale price without any hassle. That level of responsiveness and commitment to customer satisfaction is becoming increasingly rare. Between the exceptional quality, beautiful design, thoughtful packaging, easy assembly, and outstanding customer support, I would not hesitate to purchase from Burrow again. This was an outstanding experience from start to finish, and I highly recommend both the Opera Media Console and Burrow as a company.

Eight Months, One Ottoman, and Zero Accountability We ordered a couch from Burrow with an advertised delivery window of four to six weeks. That turned into nearly eight months. When we reached out to confirm our order, we learned it had been placed in June and would not be fulfilled until April 2027. Nearly a year out from an order we were told would arrive in a month (or two). When we raised the inconvenience, Burrow generously awarded us a 5% discount on any additional purchases with them. Hard pass. Then, unexpectedly, the ottoman from our order arrived, with its hardware shipped separately in another box a few days later. No explanation. No context. You can imagine the confusion. Customer support was lackluster and left a great deal to be desired. Good luck reaching an actual person. Your best bet is calling a showroom, and even then you’ll hit a wall. They “can only do so much.” Responsibility gets passed along until it evaporates entirely. We eventually returned the entire purchase. Spoiler alert: we are still holding the ottoman in storage because Burrow cannot figure out how to have us return it. We are also still owed the remaining balance of our refund, which is contingent on returning an item they won’t tell us how to return. A colossal waste of time, money, and energy, all for nothing. And we’re left holding the proverbial bag. Or in this case, the ottoman. If you value your time and your sanity, buy your furniture somewhere else.

it took 3 moths to deliver all my products

4.75 Stars to Burrow! The product arrived extremely well protected. The build quality of my outdoor dining chairs far exceeded my expectations. The chairs are made of heavy duty Teak that feel like they were manufactured 50 years ago. I highly recommend this product. I deducted a quarter point for Burrow's communication lag.