Burrow makes furniture that works harder, so you can live easier.Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Burrow (burrow.com) has 553 customer reviews on Five Star Index, with an average rating of 2.6 out of 5.
Also known as
burrow.com
Website
burrow.com
Category
Furniture Stores
Location
New York, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 75% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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I ordered this almost three weeks ago and it still has no shipped with no explanation why or when the item will ship from the customer service team. I am sad because I have bought multiple items from Burrow previously that I have loved. I will not be buying from Burrow again.
Response from BurrowOct 9, 2025
Hi Amy,
Thank you for sharing your experience. We’re truly sorry for the lack of timely updates and the disappointment this situation has caused. Unfortunately, the rug you ordered is currently out of stock, and the order will need to be canceled.
We completely understand how frustrating this is, especially given your past positive experiences with us, and we sincerely hope to have the chance to regain your trust in the future. Our team will be in touch shortly to confirm the cancellation and refund details.
RG
Richard G.
Extremely poor email communication…
Extremely poor email communication resulting in 2-3 weeks of not knowing what was going on with my order.
Response from BurrowOct 9, 2025
Hi Richard,
We’re really sorry to hear about the communication delays you experienced. We know how frustrating it is to be left waiting for updates, and that’s not the level of transparency we aim to provide.
Our team is actively improving communication timelines so customers stay informed throughout the entire order process. We truly appreciate you bringing this to our attention, and hope to have the opportunity to earn your business in the future!
MK
Melda K.
Didn’t ship in yet it’s been over a…
Didn’t ship in yet it’s been over a month since I ordered and it was supposed to be shipped within 5 days. There’s not even an estimated date
Response from BurrowOct 7, 2025
Hi Melda,
Thank you for sharing your experience. We understand how frustrating the delays to your order must be, and truly regret any inconvenience caused. It looks like your order experienced a longer lead time than expected, and our team has been in touch with updated shipping details. We’re actively working to get it on its way as quickly as possible and appreciate your patience in the meantime!
JM
Jennifer M.
Shipping and communication problems after ordering
I ordered a sofa and an ottoman.
The delivery estimates for these were 2-5 days and 5-7 days.
I had no emails after the order.
After 8 days I reached out to ask. As it was a Saturday, there was no reponse. The website directed me to a Help page, but that led to an Error page.
I initiated a charge-back from my Chase Bank Visa card because no product had been received.
I also took the option on the Burrow website to cancel.
On Monday, their rep emailed around 10am to confirm that the cancellation was accepted. I could see in the shipping link that the furniture had not shipped.
About 2 hours later, I got an email saying that was a mistake, and that I couldn't cancel, and that the sofa had shipped.
The shipping link said that no ticket had been created yet, so I emailed back that information and asked them to stop the shipment.
They emailed me again and said it was too late--it had shipped.
At that point I saw that a shipping label had been created (after his email) but the furniture hadn't been picked up yet.
Soon after that, the sofa left the facility and was on its way to me. I emailed again, citing the timing, and asked them to call in a return-to-sender.
They ended up calling back the shipment, and I saw in the tracking that it was eventually returned to Burrow.
They could improve by adhering to their shipping estimates, communicating early and often after a purchase, and having weekend customer service.
After looking into the Burrow reputation a bit more, I see that they have poor ratings on Better Business Bureau and inconsistent quality, so I'm glad I was able to find something else.
Response from BurrowSep 29, 2025
Hi Jennifer,
Thank you for sharing such detailed feedback. We understand how frustrating it must have been to experience delays, limited communication, and confusion around your cancellation request, and while we’re glad to see that your order was ultimately canceled and refunded as requested, it’s clear we could have handled things more smoothly from the start.
We’ve shared your feedback with our team, and if there’s anything further we can do to support you, please don’t hesitate to reach out directly at [email protected]. We’d love the chance to earn back your trust in the future!
JA
James
False Advertising and Horrendous Customer Service
I ordered, and paid for, an "in stock" item that the website said would ship in "5-7 days" a month ago, and the bot they use to respond to customer complaints via email (since they won't talk to you on the phone) still cannot tell me if/when it will ever ship.
Response from BurrowSep 28, 2025
Hi James,
Thank you for sharing this feedback. We’re very sorry for the long wait on your order and the difficulty you’ve had getting clear updates from our team.
While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates, and our team would really love the chance to make things right.
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 so that we can provide you with the most accurate, up-to-date information regarding your order!
CA
Cassidy
Run for your life
My name is Cassidy. Order number 98445. I placed my order and heard nothing from the company. Estimated shipping date came and went. Radio silence. I tried to call, text and email. Nothing. Tried to cancel my order. Nothing. I spent $2500+ on products and have experienced nothing but terror since. All I want is to cancel my order and get my money back so we can get the furniture we need.
Response from BurrowSep 28, 2025
Hi Cassidy,
Thank you for sharing your experience. We can only imagine how frustrating it must feel to be left without communication after placing such a significant order, especially with your delivery window passing and your attempts to reach us going unanswered. That’s not the experience we want for our customers, and we're truly sorry for any stress this has caused.
That said, we can confirm that all eligible items from your your order have been canceled and refunded in full. We've also passed your feedback along to the appropriate team to make them aware of potential pain points on the customer journey.
We understand that you opted for a refund this time around, but we’re thankful for the opportunity to earn your business, and would love a chance to improve your opinion of us in the future should you ever need our services again!
AF
Ali F.
Couch never shipped
I ordered a Union 4 seat sectional 2 weeks ago, from the "ready to ship" section on Burrow's website. However, I have not received the couch or any update on the shipping status, despite multiple attempts to contact support from both myself and my partner. We keep getting vague responses of "we can't get that information from you but we will reach out to the team to learn more" and then they NEVER REPLY! We have even called the storefronts, and they don't know who we can contact either.
The same product still shows as "ready to ship" on your website, and it also advertises "arrives by 10/7" in the results page. The continued false advertising should be illegal. If there are delays, please do not promise fake arrival dates.
Before you reply with the same copy/paste response that every negative review on this site is met with, there is no additional information for you to request from us. We have provided order number, shipping address, name, etc. to your support team but no one can tell us where our couch is.
Please either send us our couch immediately, or refund our purchase. The amount of money the bank of Burrow is sitting on for unfulfilled purchases must be quite the pyramid scheme...
I'm seeing a lot of comments on your instagram page from people who have been waiting for multiple months with no products shipped to them. It is making me anxious about the transparency of your business and the potential for false promises and fake products.
Response from BurrowSep 28, 2025
Hi Ali,
Thank you for taking the time to share such detailed feedback. We completely understand how frustrating it would feel to order a "ready to ship” item with a clear delivery timeframe, only to be met with vague updates on your order's status. That’s not the level of service or transparency we aim to provide, and we're truly sorry for the stress this has caused.
We’ve flagged your review with our Customer Experience team so they can follow up with you directly and provide a clear resolution, so please be on the lookout for communication from our team!
Your patience is greatly appreciated, and we're committed to getting this resolved quickly for you. We’d love the chance to restore your confidence in us!
JM
Jen M.
I ordered a couch on September 2 and…
I ordered a couch on September 2 and haven’t received my couch yet. I haven’t been able to reach anyone that could help me. Sent them a few emails and one replied and said they’ll contact operationals and will get back to me. No one has gotten back to me yet. They don’t have a phone number to call either.
Response from BurrowSep 25, 2025
Hi Jen,
Thank you for sharing this feedback. We’re very sorry for the long wait on your order and the difficulty you’ve had getting clear updates from our team.
While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates. Our team would really love the chance to make things right!
While we are currently unavailable for inbound phone calls, our team is more than happy to reach out to you by phone when requested.
That said, 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 so that we can provide you with the most accurate, up-to-date information regarding your order!
