BurrowReviews of burrow.com

Response from BurrowJul 24, 2026

Hi Sirish, Thanks for bringing this to our attention, and we’re really sorry for the frustration. We understand how disappointing it would be to need a replacement screw for your sofa and not feel like you were given a helpful path forward. We’d love the chance to make this right, and have sent you a request for additional information so we can locate your account. Once we receive this, please be on the lookout for a follow-up email from our Customer Experience team. They will be able to assist with your replacement parts request and explore the best resolution here. 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 BurrowJul 23, 2026

Hi Maria, Thank you for taking the time to share this. We're sorry your first experience with Burrow fell short of what it should have been. When availability changes after an order is placed, you should hear from us quickly, with a clear timeline and a clear path forward. That's the standard we're working to hold, and feedback like yours is what shows us where we're still falling short. We also want to clarify that once a refund is issued on our end, the 5–10 business-day window is typically based on the customer’s bank's processing time, though we know that doesn't make the wait any easier. We understand that you opted for a refund this time around, but we’re still grateful you considered Burrow for your home. We’d love the chance to provide a better experience and earn back your trust if you choose to shop with us again in the future!

Response from BurrowJul 21, 2026

Hi Jay, Thank you for sharing this. We're sorry to hear that your order took so long to arrive in full. While delays can happen, a wait close to nine months falls far short of the experience we want for our customers. A timeline like that is genuinely frustrating, and we don't take lightly what it did to your confidence in us. Your feedback around fulfillment timelines, inventory visibility, and order communication has been shared with our team as we 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 BurrowJul 20, 2026

Hi there, Thanks for taking the time to leave a review. We're sorry for how this order was handled, and we understand why it's left you without much confidence in the process. Anything marked in stock and ready to ship should move on time, and if something changes on our end, the update should come from us right away. That's the standard we're working to hold, and feedback like yours is what shows us where we're still falling short. That said, we're glad to hear that the support you received from our team was kind, and we appreciate you taking the time to share your thoughts. We have shared your feedback internally as we actively work to improve as a company, and 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 BurrowJul 15, 2026

Hi Emma, Thank you for sharing your feedback. We completely understand how frustrating it must be to experience unexpected 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. Our team would really love the chance to make things right! That said, we’ve escalated your support request, and a member of our customer experience team will be reaching out shortly to provide an update. We appreciate your patience and look forward to hearing how much you love your sofa!

Response from BurrowJul 14, 2026

Hi Carol, Thank you for sharing your experience. We're sorry your table still hasn't arrived, and that the support you received felt more dismissive than helpful. This shipment was affected by delays, and while we can't confirm exactly what happened to the original package in transit, what matters most to us is getting your table to you. A replacement has already been processed and is on its way. Please allow 3 to 5 days for processing. Any updates will be shared with you by email, and our Customer Experience team will continue assisting from there!

Response from BurrowJul 14, 2026

Hi David, Thank you for sharing this! We’re so glad to hear that the dresser was easy to put together and felt sturdy once assembled. We also appreciate the note about the instructions being tucked into one of the boxes. We can see how that would make setup a little more frustrating at the start, and we’ll share that feedback with our product team!

Response from BurrowJul 14, 2026

Hi David, Thanks for sharing this! Oftentimes, our furniture pieces ship in multiple boxes, so chances are that the second box isn't too far behind. That said, if it doesn’t reach you within the next few days, please reach out to our team at [email protected] so we can track it down and make sure you’re all set!