BurrowReviews of burrow.com

I ordered and paid for my Burrow Nomad (3-seater couch with chaise in blue velvet) back in November 2025. At the time, the website indicated shipping in 4-6 weeks. I emailed customer service in a few days to confirm shipping estimate as was immediately told it would be double… 8-12 weeks. It has been 5 months, and my sofa still has not been shipped. Throughout this time, I have been told delivery would be in February, then March, then June, then April, and most recently May. The customer service emails I get in response to my numerous queries always cite ‘supply chain issues’. Also throughout this time, the Burrow’s sales website has listed the product as being available to ship in 2-4 weeks, 4-6 weeks, immediately, etc. Currently, the site is showing 4-6 weeks, but about a month ago it showed ‘in stock and ready to ship’. When I brought this up, I was told the team was working to ensure website accuracy. For the past month, or so my Burrow account page shows no current or past orders. Again, I have been told the team is working to resolve website issues. As a company, Burrow (purchased by Havenly Brands more than a year ago) is at best grossly incompetent, and at worst criminally fraudulent. I’m sure the truth lies somewhere in between (although I’m guessing it’s closer to the latter) . Regardless, the result is a horrendous experience: Beautiful website convinces me to pay $2k up front —> 5 months of gaslighting about shipment delays —> order page now blank and customer service has stopped responding to my emails… and still no sofa. I remain hopeful that one day I’ll get my furniture, and when I do I’ll post an honest review about its comfort, look, and quality. But until then I have little recourse but to stew and write bad reviews about the company. It’s such a shame because it really is a nice looking website with a good pitch. I do not recommend purchasing anything from Burrow. They might have a good product or they might not (I wouldn’t know), but they are catastrophically dishonest and unscrupulous. Remember, they knew shipping wouldn’t be 4-6 weeks but made that promise up front in order to convince me to pay them thousands of dollars. No matter what, this is unacceptable behavior… there has got to be other places you can buy a couch without this hassle.

None of the delivery timelines were met. Products were delayed by months with inadequate compensation and explanations for the delays. The customer service was unhelpful and only able to be contacted by email, often taking 3-4 days to respond and requiring you to repeat your concerns multiple times, delaying any resolution by weeks.

I have been waiting for an order than was expected to arrive in January for over 5 months. I ordered this sofa in November before Black Friday. My order was then pushed to early February, and then March, April and now May 15th. There is no communication from the company unless you reach out to them directly. They are not considerate when trying to resolve the issue. They have refused to give me weekly or biweekly updates on the order. They offered a partial credit for my 5 month delay of under 250 dollars and you don't even see it on your account unless something is in your cart. I don't even want to purchase anything else from them at this point until I see this sofa I've been waiting for since November. I've been going back and forth on whether I should dispute this charge, because I honestly don't know if I'm going to receive it. The only reason why I haven't done this yet is because I have the matching ottoman for the couch already. Which arrived in early January, like it was supposed too. I'm very upset the website is still allowing customers to buy their products without a sufficient warning. It seems from other reviews this is a very common issue. Their manufacturing and shipping are having significant issues overseas which is causing these delays. It has me concerned that I am also going to receive a product that is not proper quality. The ottoman seems comfortable that I received. The fabric is nice, but I'm not building it until I get my couch. I can't believe what I've had to deal with, with this company. They do not notify you when your order is delayed. You have to ask them what's going on and they take several days to reply via email.

this was possibly the worst customer service experience I’ve had and I’d never make a purchase or recommend Burrow to anyone. After delaying order for a total of 7 months with no communication, if I did not consistently follow up I never would have found out the item was back ordered. They advertise products as in stock to make sales but they are not available at all. Customer service do not provide clarity or support and do not help resolve issues. Was not remotely worth the hassle or headache and I wish I never made a purchase with them.

I ordered a Mambo Sectional in Camel Leather in late January. It was marketed as "shipping in days." For two full months, Burrow was silent. No updates, no delays, nothing. I had to reach out to them in late March just to be told the item I paid for was discontinued. To make it worse, their website still lists the 7-piece version of the exact same sofa as "in stock" right now. When I asked for that as a replacement, they claimed it was an "inventory sync delay." This is a pattern, not a mistake. They take your money, hold it as an interest-free loan for months, and then pull the rug out with a unilateral cancellation once you finally catch them. Their leadership refused any form of service recovery for holding $5,600 in cash for two months. They offered zero concessions and zero solutions. If you want to actually receive the furniture you pay for, shop literally anywhere else. This company has zero control over its warehouse and even less regard for its customers.

I ordered a sectional in early December. Delivery was delayed many times, but I was only given that information because I reached out - no proactive communication regarding delays. Finally it is delivered mid-March. We pay to have someone to put it together (it is a TON of work) and in the end, it has missing pieces, looks very messy and is very uncomfortable. I reach out immediate, but because you can only email, it's been a week of back and forth. They acknowledge it doesn't look right, keep asking for more images of the "missing pieces" and suggest I get a mattress pad for comfort. I emailed the day after I received the item that I want to return it and get refunded, but they keep asking me for more images about the missing parts (which were included in my first email). I initially spent over $5000 dollars, and while they offered a 5% discount for the delay in February, this is too expensive of a purchase for it to be such poor quality and such poor communication. I should note, for a sectional it came in about 10 big/heavy boxes. It would be impossible to return in the original packaging because the boxes were not in great shape when I received them AND the cushions were rolled up tight which is not possible to redo. I just want a full refund and to schedule getting the item picked up so I can arrange for a new sectional to be delivered by a much more reputable company. EDIT: thank you for responding here, but you say you have reached out to me for more information, but I have no new communication from Burrow so that seems to be a bit for show. I have an email thread with someone from your team that I emailed yesterday morning, but nothing since then. I should also note, the return form feels quite useless - it doesn't list the product I purchased and requires an answer questions about a mattress return but I never purchased a mattress. I just want to schedule the return asap.

I contacted Burrow to purchase an additional chaise to expand my current sofa configuration from 2 seats + 1 chaise to 2 seats + 2 chaises. I was told it was in stock and paid the $509 invoice sent to me. Two months later, I had not recieved a shipping notification so I reached out again and was told the piece was out of stock and discontinued. A suitable alternative was identified and I received it 3 months after my purchase. Upon opening it, we received only the chaise base and multiple sets of legs (in varying colors). I reached out to customer service, who told me what I purchased was only the base and it would be another $400+ to purchase the seat portion as well. Note: the price difference in configurations if purchasing then entire sofa at once is around $650. I asked to return the parts delivered and was informed it was ineligible for return despite the policy stating initially all products are eligible for return within a 30 day window. Update: I received a survey on my customer service experience on 3/17/2026. I completed it the same day. No additional information was requested. As of 3/30/2026, I have not received any type of response.

Couch listed in stock was then delayed months, but this info was inaccurately shared as impacting another item in the order. The seat of a chair was never delivered, assumed as probably lost in the mail, and a replacement has yet to ship. Support provided inaccurate info and needed to be chased repeatedly. 3/16 edit: Despite the brand response below, the missing item still hasn't shipped. A tracking number was generated but the shipper has not received the item.