BurrowReviews of burrow.com

The worst shipping and communication. Nobody can tell me where my package is or when it will be delivered. They partner with OnTrac shipping which is one of the worst shipping companies there is. OnTrac claims they deliver within 24 hours of receiving the package which is such a lie! Tracking numbers Burrow gave me didn't work. They create the label then claim it just doesn't update but don't actually ship the item out for several days after the label is created Update to add: now OnTrac says my package is lost and they can't find it.

They sent the couch, not the sectional. The screw plates for 2 legs are slanted and won't hold long. There's no customer support except email that is days behind. The prepaid assembly process wasn't clear and takes days to setup post-delivery. Do not recommend.

Do not order from Burrow! I ordered a tv stand and Burrow sent only 1 of the 2 boxes. The order showed partially delivered status then they changed it to delivered even though the second box never came and the tracking number Burrow provided initially never was valid. Now I have no phone number to rectify situation. I will try and cancel for a refund despite their outrageous restocking fees for something never opened but what is next will be Burrow telling me I did not send the second box back. Update. While Burrow Support has not replied to me yet as their replies take up to 48 hours, Burrow did reply to my review above I see, within hours. I have used their return online form (found from AI) to request cancellation of the order I received only partial delivery of, and I have written their support information an email with all of these details as well, requesting a full refund. Now I wait another 48 hours for a hopeful reply and successful cancellation. It’s maddening to spend 900 dollars and have to work through this process. Save yourself the hassle.

Update 1/9/26 - we received the chairs in late December. Despite the fluffy response here, email response from Burrow was that there is no timeline for delivery. Consistent with 12/7 review, dining chairs are a beautiful design but there was delamination of the wood right out of the packaging. The packaging was extravagant; great that we had access to a dumpster as the boxes wouldn't fit into a conventional toter. --(original review below) Burrow is either a scam, going under, or genuinely faces major supply chain delays. Whatever the case, don't waste your money. My wife and I ordered various pieces of furniture which arrived haphazardly. The quality is around Ikea level for the wood laminated products and a little lower for the couches (staples everywhere, shoddy cushions). The concept is brilliant (modular furniture for those living in walk-up apartments) but the execution is poor. It's been over three months and we still haven't received dining chairs as part of our order. The worst part is that there is no communication initiated from Burrow. When I reached them via email, it appears they have walked with our money, stringing us along with promises of delayed delivery. As I said, don't waste your money.

I can not understate how awful the customer service is. I went to the Chicago showroom on 10/25 and was told that the item I decided to buy was in stock and would ship very quickly. I've been in touch with customer service and after not shipping in October, I was promised it would ship "no later than the week of 11/3" (spoiler: it didn't). Here I am weeks later, being promised it will magically appear at my door any day, but they can't provide a confirmation that it shipped or tracking information, all while claiming they can't impact how long it takes to ship once it's been handed over for delivery. It has now been a month where I don't have a couch and I was supposed to host Thanksgiving. Nothing like $1k+ in last second travel costs to make an overpriced sectional being delivered weeks late more palatable. Customer service has offered the traditional, hollow, apologies but the only thing they've offered is a 1% refund on the order. Edit post-reply: This is an on-going problem, I have not received my couch. Notice that they didn't offer to do anything to make the situation better or improve my experience. Hollow, insincere apologies. Also, they're currently replying to reviews faster than they answer customer support emails. Run, don't walk, away from this company.

I have not received my furniture after three and a half months. I am deeply concerned that there is no way to efficiently contact the company for recourse. I would caution anyone from purchasing from Burrow, simply because of the inability to contact a human via phone to coordinate issues like these. Email contact is insufficient for communication regarding "custom" furniture. I have received notification that my furniture was delivered despite receiving zero contact from any delivery service, and no packages. There was no confirmation in any form that anything was delivered. When an item of significant value is delivered to a home, a signature or photo should be required. There are so many red flags here.

I have ordered a new sofa/sectional since July 2025 and have yet to receive all the pieces. Now and then, I get a piece with no indication of when I will get the rest. The last estimate I received was maybe mid-January. There is no customer service number to call to get an accurate delivery date. When asked to be contacted by a manager via the support email address, no one contacted me. If you need a sofa, I strongly recommend you look elsewhere and avoid this online store. As nice as their furniture may look, what good does that do if you are waiting months to get it? It is not worth the hassle and frustration. Go to a brick-and-mortar store!

My couch has now lost 2 legs, with them falling off while sitting on it. Both legs have failed in the same way; the bolt that holds the leg into place on the connector pieces is shearing off. The fact you can pay this much for a couch where each leg is held in place with 2 very weak spot welds is bonkers. I cannot ever recommend anyone purchase any furniture from Burrow. Customer service has been okay at best. They were willing to replace the leg parts, but were unable to rush ship them or even move them up in the order queue, meaning the first time this happened I was without a usable couch for 2 weeks.