BurrowReviews of burrow.com

Months of back and forth trying to get the correct fit for my couch. Absolutely terrible experience. Had to return a piece (took for months to return) another month to finally get a refund in which they charged $100 for.

**Update 2 (2/28/26): Still have not received the missing (lost) piece to complete my couch. Their last response from 2/22/26: “Thank you so much for reaching out and for your patience. We completely understand wanting an update. We’ve contacted our Operations team to get the most up-to-date information on your replacement, and we’ll be in touch as soon as we have an update to share. In addition, we’ve sent a follow-up to our Escalation team regarding your previous request for a manager review. We’ll let you know as soon as they’ve completed their review of the case. We truly appreciate your patience and apologize again for the inconvenience this delay has caused. We’re actively working to get you clarity and a resolution as quickly as possible. We really appreciate your patience and understanding while we look into this for you.” Again, I cannot emphasize enough, do not order from them, they are a terrible company! **Update: Received a similar response from Burrow that others have received. While I’m glad you understand my frustration, I’m not confident that your customer service team will respond. I’ve already emailed them MULTIPLE times and still do not have furniture 5 weeks after I placed my order. I’ve started the dispute process with my credit card company because you have lost my trust with many broken promises. I’m having a horrible experience with Burrow. I placed my order on January 2, 2026. I was notified within a few days that my order would not ship until the week of January 11th. I was ok with that and asked for free shipping for my trouble. January 11th came and went and not a word from Burrow so I reached out again. I was informed that my order would not ship until February 2nd. I was not thrilled but accepted this, along with an 5% discount that I had to ask for. I received notification that my furniture would arrive on January 31st, several days ahead of the promised delivery date. Based on that confirmation, I arranged for my existing couches to be removed, reasonably expecting that the new furniture could be assembled and used upon delivery. While several boxes were delivered, critical components were missing. At this point, we do not have a single complete piece of furniture. As a result, my household is currently without functional living room furniture. I reached out and was told that the rest of my shipments “should” reach the carrier by February 10th and was offered a $75 credit which I declined. I asked for a manager to contact me and have heard nothing. There is no phone number to contact, only email and the email sends an auto reply that they are busy and will get back to us in 2-3 days. I suggest finding an alternative company because they are terrible to deal with.

Never order with Burrow ever again. I placed an order for a sectional- an in stock item that the website said would ship right away. Never heard any shipping update for several days. They have no customer service you can reach by phone. Now dealing with emails back to back asking for order cancellation and refund. This is the worst experience ever with a furniture company. Pls beware.

Burrow stole my money. I placed an order for a coffee table which was listed (and is currently listed) as “in stock ready to ship.” It has been over two months and 1/2 of the coffee table has not arrived. When I complained on two occasions, they told me that the item would ship, but it never shipped. Avoid this scam company at all costs. They will happily take your money and not ship the item to you, all the while lying and engaging in deceptive and fraudulent advertising.

The sofa was bought and paid for in mid Sept. and all of the prices finally arrived end of January. There was no communication from Burrow until I initiated it in November. When the sofa did arrive it was missing 4 legs. Need I go on? We do finally have a sofa with all of its legs.

The lack of phone customer support made it impossible to address a simple problem. Ultimately, I only succeeded in righting the order by calling your Soho showroom. This is in contrast to excellent experiences I had with Burrow before you were bought out and collapsed your support.

I placed an order for a sofa on December 1st with a shipping estimate of 10-12 days. It is now nearly two months later, and I have nothing to show for it but a string of broken promises. Here is the timeline of their incompetence: Dec 1: Ordered sofa. Expected delivery mid-December. Dec 30: A week after it was supposed to arrive, I sent an email and received an update that pushed the shipping date to "no later than Jan 9, 2026." Jan 12: Still nothing shipped. I reached out again. Jan 27: This was their second "guaranteed" deadline. It has now passed, and my order still hasn't shipped. There is no phone number you can call. You are completely at the mercy of their broken promises via email, which only sends generic copy-paste responses about "unexpected delays due to fulfillment constraints." If you don't have the product, don't sell it. At this point, they are holding my money with zero transparency and no way to speak to a human. It’s starting to feel less like a furniture company and more like a scam. Avoid Burrow at all costs!!!

Let's change this to ZERO stars. Ordered Nomad loveseat with chaise and carefully assembled until the last leg, where one of the thumbscrew sockets was damaged and cannot accept the screw, therefore, one leg cannot be attached. The second step was to build (attach legs and brackets) the chaise section. The thumbscrew holes for the leg plates are milled too close together so you can only screw in one bolt, not fully securing the leg. This is poor manufacturing, and here, I was under the impression that I was purchasing a quality piece of furniture. Customer service at Burrow is basically non-existent. There is no phone number available. Emails go unanswered. I’ve come up with a practical solution which would require replacing two parts and emailed their customer support team multiple times and still waiting. In the meantime, I have an unusable loveseat laying on its back in the middle of my apartment, waiting for replacement parts that ARE NOT broken - from a company that will not provide help. I am a senior citizen and unable to take apart or move this couch and there seems to be NO URGENCY on Burrow’s part to rectify the fact that I was sent broken pieces of furniture. I expect more for the price I paid for this. Extremely disappointed. And still waiting for customer service to contact me. UPDATE: It took too long, but customer service finally notified me that replacement parts have been ordered. They arrived yesterday and the Chaise Base is still NOT machined correctly - the holes are off and the legs will not screw in. For what it's worth, if you have money to blow, then go ahead and take your chances with Burrow. Otherwise, shop elsewhere. I've learned my lesson.