Burrow makes furniture that works harder, so you can live easier.Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Burrow (burrow.com) has 553 customer reviews on Five Star Index, with an average rating of 2.6 out of 5.
Also known as
burrow.com
Website
burrow.com
Category
Furniture Stores
Location
New York, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 75% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Dresser arrived incomplete. I ordered the prospect 10-drawer and only one of the three inner panels came with the order. It’s missing two inner panels and four legs.
Response from BurrowJan 18, 2026
Thanks for sharing this, Edgar! Oftentimes, large furniture items requiring assembly are shipped in multiple boxes, so chances are that the remaining panels and legs aren't too far behind. That said, if they don’t reach you within the next few days, please reach out to our team at [email protected] so we can track them down and make sure you’re all set!
BT
Bob T.
I ordered a 5 piece sectional from…
I ordered a 5 piece sectional from Burrow, only received the parts, no sofa. When I left a bad review on TrustPilot they reached out to me to let me know the remaining pieces 4/5 of the sectional were lost in their sorting station. I was assured they would keep me informed, they only gave me a UPS tracking number after I asked for it in one of several emails. It has been almost a month, when I asked today I received an email that they lost the 4/5 pieces, and they asked me to "not worry" and "rest assured" since they are sending replacements. They have yet to give me a tracking number. On top of it all, when I ask to speak with a real person (several times) they only email me. No call. Ii have purchased from them before without a problem. It's very disappointing, I suggest buying from another company, until this company can actually figure out how to delivery basic customer service.
Response from BurrowJan 18, 2026
Thank you for sharing this, Bob. We can definitely understand how disappointing this experience has been, and apologize that the lack of communication and follow-through added to your frustration.
Feedback like this is important in helping us to identify pain points along the customer journey, and we’ll be sharing it with our Leadership team as we continue to evaluate ways to make our post-purchase experience more supportive and transparent.
HB
HB
Truly horrible experience with customer…
Truly horrible experience with customer service - been emailing back and forth for weeks now, takes days to respond. The couch is pilling in multiple places after very minimal use and the recommendation was to use a fabric shaver. Doesn’t stand behind their products at all and not willing to provide an adequate solution for the price point. Extremely disappointed as this brand/sofa came highly recommended.
Response from BurrowJan 14, 2026
Hi HB,
Thank you for sharing this. We understand how frustrating it is to experience delays in communication and to feel let down by how product concerns are addressed. We also appreciate you taking the time to share your experience, and feedback like this is taken seriously as we evaluate both our product performance and how we support customers when issues arise going forward.
TA
TAS
I ordered the Burrow Span sofa on New…
I ordered the Burrow Span sofa on New Year's Eve. I immediately emailed Customer Service the next day to only get a message that they are extremely busy, and we'll get back to customers soon. Understandably, since it was New Year's Day and no one was likely working. Customer Service got back to me on the second and it was decided to cancel my order. Then, I got another email the next day stating that my order couldn't be cancelled.
Let's talk about the sofa: hard as a rock and difficult to put together, back cushions are extremely low. I do appreciate the design.
Response from BurrowJan 12, 2026
Hi Tas,
Thanks for taking the time to share your experience. We’re truly sorry for the confusion around your cancellation request, and we can agree that the back-and-forth would be understandably frustrating.
We also appreciate you being candid about the sofa itself. Comfort and ease of assembly are important, and feedback about firmness and cushion height is helpful for our team as we continue to evaluate the Span design. While we’re glad the overall look resonated with you, we understand that design alone doesn’t make up for how it feels day to day.
If you’re open to it, we’d really like to help make this right, and have sent you a request for additional information so we can look into this. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team!
CG
Catherine G.
Delayed And Never Delivered
In August of 2025, I ordered a Burrow Range sectional. I received only the ottomans, but they insisted they had delivered the sectional. Finally I resolved that issue. The problem was, I NEVER received the sectional and was told it wasn't available after all. This was in NOVEMBER. I then ordered a Nomad sectional BECAUSE it was "IN STOCK," but then the delivery date kept changing. After several inquiries, I was told it wouldn't be delivered until Dec. 30. By that time it was too late since I was having family in for two weeks over Christmas and I needed a couch. I finally had to cancel the Nomad as well and buy another couch at the last minute that really wasn't what I wanted. THIS IS BAD BUSINESS! I was 5 months without the couch that would have been perfect for my living room. For the date of experience, I was unable to indicate that this went on from early August through December.
Response from BurrowJan 5, 2026
Hi Catherine,
Thank you for taking the time to share your experience. It’s clear how exhausting and disappointing it's been, especially over such a long stretch of time. We understand why this feels like bad business, and your frustration is completely valid.
That said, your feedback has been shared internally, as it highlights areas where we can improve as a company. We hope to have another opportunity in the future to restore your confidence and provide you with the level of service you deserve!
GH
Gerald H.
I received the wrong couch
I received the wrong couch. Have gotten no support from customer service and still fighting to get the issue resolved.
Response from BurrowJan 5, 2026
Hi Gerald,
Thank you for sharing this. We understand how upsetting it is to receive the wrong sofa and to feel stuck waiting for a resolution. That’s not the experience you should have, and we’re sorry for the frustration this has caused.
We do want to acknowledge that our customer experience team is actively working with you to get this sorted and make things right. We appreciate your patience as the team continues to coordinate next steps, and we’re committed to seeing this through to a proper resolution!
TW
Tony W.
Horrible customer service
Burrow's furniture is put together well and their product is a good one. The problem is with their customer service. There is no phone number to talk to a live body. Our first order went fine, but, our second order from their company had a mixup and we got two different chairs which were supposed to be the same when we tried to contact Burrow we had to use email to get someone to respond to us and when they responded they just said we hadn't responded and so they closed the case. Nothing could be farther from the truth. We weren't given time to respond before they send us that message now we have a room with two different chairs in it, and having spent a good deal with money, though and product is mismatched furniture, and no way to rectify the situation we will not be buying from them again.
Response from BurrowDec 22, 2025
Hi Tony,
Thank you for sharing this. We can certainly understand how frustrating it is to end up with the wrong item, especially after a smooth first experience and a significant investment. That’s not the level of service we strive for, and we’re truly sorry for the disappointment.
That said, we did check in with our customer experience team, and they confirmed that multiple emails were sent to the email address on file on 12/3, 12/4, and 12/5. When there wasn’t a response, the case was closed, but it will reopen as soon as you reply to any of those messages. We recommend checking your spam or junk folder as well, just in case the emails were filtered there.
To make sure this doesn’t fall through the cracks, we’ve also asked the team to follow up again at the email address we have on file, so please keep an eye out for that outreach. We truly want the chance to help get this sorted and appreciate you bringing it to our attention!
TM
Tina M.
Poor quality and delayed delivery
Package was 2-3 months delayed poor quality compared to my previous irders no lt satisfied at all. Customer service is the worst. No phone numbers to call 2-4 days response from email.
Response from BurrowDec 14, 2025
Hi Tina,
Thanks for sharing your experience! We can understand how disappointing it is to wait months for an order only to feel let down by the quality and the lack of timely support. That’s not the experience we want for returning customers, and we know how frustrating slow email responses can be when you’re trying to get real answers. We’ve shared your feedback internally so that we can address both the quality concerns and the gaps in communication moving forward, and we appreciate you bringing this to our attention.
