BurrowReviews of burrow.com

Customer service replies slower than the automatically email says, the shipping time is WAY off. The estimated shipping date is a week and half past what I ordered it at. I ordered this couch in July and it won't come until NOVEMBER. I've requested a refund of shipping costs already.

Misleading delivery time. Coach was sent in different parcels and no communication whatsoever

There was an issue with the order. I was sent the wrong finish for one of my items. I messaged customer service multiple times without any response. There is no other way aside from email to get a hold of them. Very disappointing.

I ordered a couch in July that I never received. No one will reply from support to my concern or to cancel my order.

Terrible experience. I purchased in July and after 2 months I had to inquire about my couch, it’s now been another month and still no couch. I received a shipping email and the tracking doesn’t work so I have no clue when my couch will arrive.

Absolute junk. Terrible customer service. Updating because they responded below but still haven't gotten in touch.

I would give them zero stars if I could. Do NOT order from this company - this is an EXACT transcript of one of my recent emails. They do not provide a phone number, they do not respond. As of today, I am receiving 2 more pieces (so 4 total out of 7) - but I have yet to hear anything from customer service. I have attenpted 3 times to cancel this order and I am now going to contact my credit card company (Citi Business) for further action. ========================================================== I'm sending you my 5th MSG ABOUT THIS ORDER - I have received no responses from customer service within the 48-HOUR RESPONSE WINDOW. I had sent a cancellation request using the online form on 10/20 and got ZERO RESPONSE. I have used the chat twice and received ONE RESPONSE. Please read the email history below, which includes the cancellation request sent via email (again, I also sent one via the online submission form) from October 20th. As of late yesterday, my account page has been populated with several tracking numbers, and I have received two pieces I DO NOT WANT BECAUSE CUSTOMER SERVICE IS NON-EXISTENT. This experience with your company has been a total and complete nightmare. Kindest, ---------- Forwarded message --------- From: Date: Mon, Oct 20, 2025 at 11:21 AM Subject: Order DOES ANYONE ACTUALLY RESPOND? To: burrow Good morning, This is my second email about this order, which was placed on October 4th. The first email inquiry was sent on October 11th and I never received a response (other than the generic auto response that you guys are super busy and it typically takes 2-3 days to respond, or in my case - never). On October 15th, I tried chat without success. Still, I did receive an email follow-up response after I noted the chat response did not meet my expectations, stating that: "We're currently waiting on an inventory for Nomad sectional. The latest information we have is that these are expected to arrive by 12/22/2025. We understand delays are frustrating, and we're working hard to get your order to you as quickly as possible. We'll keep you posted on any updates. Once your order ships, you'll receive a tracking number so you can follow its progress with UPS. Delivery typically takes 2-5 business days after shipment." On October 17th I received an email, which stated that the order had been shipped. Since the 17th, UPS tracking simply states that the label has been created, but the item has not been shipped. It is now 3 days since it has been marked shipped and I am highly doubtful that this couch will arrive within the 2-5 day window as described by the team member in the above response. I ordered from your company based on the product reviews and the fast turnaround times on orders. I have been extremely disappointed by customer service response times and inconsistent responses (no response to emails, delaying inventory until the end of December with no remedy, and then 2 days later receiving a shipping notice (but UPS didn't have the product). The chat function was the only thing that seemed to work on your site, but it appears to have disappeared, and your help button returns a 404 error. I AM BEGGING FOR AN UPDATE ON THIS ORDER THAT IS REASONABLE, AND MAKES SENSE WITH BOTH SPACE, TIME, AND REALITY. I removed furniture and prepared the space based on information on your website, which is clearly the best case scenario and not the norm ("Delivery in days—not months. Welcome to the new standard.") I am appreciative of ANY response to this email, but at this point, my expectations are SUPER LOW. Kindest, JW

My order for a nomad sofa was not fulfilled even 2 months after when it was expected. Burrow did not bother letting me know that there was going to be any delay. Several emails went unanswered or replied to in defiance. Finally was told there would be another 3 months delay for a total of 6 months delivery time since ordering with no responsibility to notify or checkin. Will never be ordering from you again.