Stephanie D.
Horrible Customer Service Experience
I contacted Burrow to purchase an additional chaise to expand my current sofa configuration from 2 seats + 1 chaise to 2 seats + 2 chaises. I was told it was in stock and paid the $509 invoice sent to me. Two months later, I had not recieved a shipping notification so I reached out again and was told the piece was out of stock and discontinued. A suitable alternative was identified and I received it 3 months after my purchase. Upon opening it, we received only the chaise base and multiple sets of legs (in varying colors). I reached out to customer service, who told me what I purchased was only the base and it would be another $400+ to purchase the seat portion as well. Note: the price difference in configurations if purchasing then entire sofa at once is around $650. I asked to return the parts delivered and was informed it was ineligible for return despite the policy stating initially all products are eligible for return within a 30 day window. Update: I received a survey on my customer service experience on 3/17/2026. I completed it the same day. No additional information was requested. As of 3/30/2026, I have not received any type of response.
Response from BurrowMar 17, 2026
Hi Stephanie, We’re very sorry to hear about the confusion around availability, the delays, and the issues with the item you received. We understand how frustrating it must have been to wait several months, only to receive an incomplete piece and conflicting information about what was included in your purchase. Your feedback has been shared with our team, as these are areas we take seriously and are continuously working to improve. That said, we'd also like the opportunity to review this further. We've sent you a request for additional information so we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team!