Laura W.
BEWARE: 6 MONTHS, STILL NO COUCH.
BEWARE: IF YOU WANT TO WAIT 6 MONTHS FOR A COUCH YOU PAID FOR: CHOOSE BURROW. If I could give Burrow a negative 1000 stars, I would. I ordered my couch on May 25th, 2025. It's been 6 months...it took 4 months for the couch to even be delivered (after constant communication on my end-- if I wouldn't have made it a priority- I still wouldn't have the couch) and not to my surprise: The couch was missing several aspects to complete it. It's currently still sitting in my living room, not assembled, with me *CHASING* down their customer service team. I have never in my life experienced such horrid customer service. This company needs to be shutdown in my opinion, it feels like a scam at this point. Their team acts like they're "on it" and then will ghost until to reach out again. The only help I received worthwhile was me finally calling their Soho showroom and a lovely human tried to help me. Otherwise, DO NOT BUY FROM THIS BRAND unless you want a side gig trying to hustle to get the product you paid for.
Response from BurrowOct 30, 2025
Hi Laura, Thanks for taking the time to share your experience. We understand how disappointing it is when communication and timelines fall short, especially on something as significant as a new sofa. Your feedback highlights areas where we’re actively working to improve, and we hope to have the opportunity to earn your trust back in the future. That said, we've escalated your support request internally to ensure the missing components are prioritized, and someone will be following up shortly. We truly appreciate your patience while we work to make things right!