Emma S.
"in stock, ready to ship" delayed with 7 months, customer service is comically obvious AI
Purchased a sofa listed as "in stock, ready to ship" and my card was charged at the time of purchase. A few weeks later I realized I still hadn't received a shipping confirmation. I logged onto my account on their website and saw that it was delayed 3-4 weeks. I emailed to ask for an explanation and received multiple responses at the same time, all clearly AI generated, but they mostly conveyed a particular part was out of stock. I was able to get 5% back for the delay. Weeks go by, again, I realized I hadn't received a shipping notification, logged in and saw a 13-14 week delay. I got another 5% refunded as a result, same unhinged customer service email exchanges, but two weeks later I decided to cancel my order based on the number of similar experiences I found from other customer reviews. I wish I had done more research, but I could not find a similar product from any other online company - leather loveseat with one side as a chaise - a square sectional (2x1) - or else would have cancelled my order sooner. If they had proactively communicated the delays, I may have waited for the product. I felt like I was getting scammed.
Response from BurrowJun 22, 2026
Hi Emma, Thank you for sharing your experience. We’re truly sorry to hear that your order timeline changed so significantly after purchase, especially after the item was listed as in stock and ready to ship. We understand that communication didn't feel proactive or clear enough along the way, and your feedback has been shared with our team as we continue working to improve the overall customer experience. We also want to clarify that our Customer Experience team is made up of real people, not AI, but we hear you that the responses you received felt impersonal, and that definitely isn't the experience we want anyone to have. 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!