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.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
I purchased a sofa from this company 20 days ago, and I still haven’t received any tracking information about the shipment. I’ve been sending multiple emails to customer service, but they either don’t reply at all or respond with very generic messages like “we’re waiting to hear back from another team.”
This has been extremely frustrating because I was counting on this sofa to be delivered before my family comes to visit. At the moment, I have nothing but a mattress in my living room while I wait.
Their Instagram looks amazing—beautiful photos and lots of followers—but it’s all just smoke and mirrors. The reality is completely different: no real customer support, no respect for delivery timelines, and no transparency about what’s happening with your order.
I regret trusting this company. Right now, I have no clear idea of the status of my purchase, and the whole experience has been nothing short of desperate and disappointing.
Response from BurrowSep 18, 2025
Hi Isabela,
Thank you for taking the time to share your experience. We completely understand how stressful and disappointing it must feel to be waiting this long without clear updates, especially with family visiting soon. This isn’t the level of communication or support we want for our customers, and we're truly sorry for any frustration caused.
That said, we want to make sure you get the most accurate, up-to-date information about your order status, and we've sent you a request for additional information so we can locate your account. Once we receive that information, we'll make sure that this is escalated to our Customer Experience team so they can look into it right away and provide clarity on next steps.
Your feedback matters, and we’re actively working on improving transparency around shipping and fulfillment so that experiences like this don’t happen again. We hope we’ll have the opportunity to turn this around for you and restore your confidence in us.
SO
Sona
Delays and Refund Troubles
I ordered a couch on June 2nd. I was given a timeline of 7-9 weeks for its arrival. They didn't provide any information about the status of the order. As the weeks went by, I reached out to support to see if they could provide an update on the status of the couch. The delays were consistently explained away as manufacturing issues or missing parts. Eventually, they said that everything was ready to be shipped and that everything should be delivered by early September. When that came and went, the order status became more vague, and the support person became less helpful.
I eventually got tired of being run around like this and decided to cancel the order. When we had the initial delay, they offered a $100 refund for the trouble. They said that it had been sent back to my original payment method. However, I had closed my account prior to this because I had gotten married and opened a joint account. I never received the payment, and my former bank showed no record of receiving any kind of payment either. I'm now in the process of trying to cancel the order and running into the same issue of them insisting to refund to the old account. They refuse to issue the refund to a new account or cashiers check, citing "security concerns." They keep insisting that they can send it to the old bank account, but the bank has confirmed to me multiple times that the account is closed and that they can't receive any payment; anything sent into the account should bounce right back to the sender. Despite explaining this over and over to the customer service email, they still insist that they can't do anything else.
As I've been trying to resolve this, it's been almost impossible to get into contact with the right parties. I've been exclusively communicating with a single customer service representative via email, but response time has ranged from 1-5 days. There is not a single useful customer service number listed anywhere online. This whole issue could very easily be resolved with a single phone call, but instead I'm getting run in circles trying to get this solved and waiting for a single sentence back.
#edit 9/17/25
- burrow called me during work hours without any heads up, so I was unable to pick up. They left a message restating the same “file a chargeback or dispute with your bank.” I called back the number, which only lets you leave a message, no one actually picks up. I left a message saying please call me back because I’ve already mentioned many times that my bank said they aren’t able to do that. But they just sent me another email again saying to file a dispute with my bank. So still stuck in the same circle! Very unhelpful still.
Response from BurrowSep 17, 2025
Hi Sona,
Thank you for taking the time to share such a detailed review. We completely understand how frustrating this experience has been, especially after placing your order with the expectation of a clear timeline and then dealing with repeated delays. We're truly sorry for the stress and inconvenience this process has caused.
We also hear your concerns about the refund. Our standard policy requires refunds to be processed back to the original form of payment for security reasons, but we recognize how complicated that has been for you, with your original account having closed.
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'd really like the chance to make things right and want to make sure you aren’t left in limbo. 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 us. Our team will work with you to confirm the refund status and find a resolution as quickly as possible.
Your feedback is incredibly valuable to us as we continue working on improving both communication and the overall customer experience. I hope we’ll have another opportunity in the future to restore your confidence and provide you with the level of service you deserve.
RH
Ronnie H.
Do you want to wait 5 months? …
Ordered a couch and ottoman three months ago. Was given a 6-10 week ship window, which at the time I felt was a little long, but given the price and style I thought it was worth it.
12 weeks in and countless efforts to get a ship date have me second guessing my decision. They are now telling me another 8 weeks. I am trying to get an update and decide whether I should cancel my order. My advice is to not deal with the hassle with this company. 5 months wait is ridiculous!
Response from BurrowSep 14, 2025
Hi Ronnie,
Thank you for sharing your feedback. We're truly sorry for the extended delays and the frustration they caused. We completely understand how disappointing it is when timelines shift without notice, and that isn't the experience we want for our customers, especially on a purchase as important as a new sofa and ottoman.
We understand your decision to ultimately cancel under these circumstances, though we regret losing the opportunity to deliver your pieces.
That said, we’d love the chance to earn your business in the future, and we’re working hard to improve communication and timelines so that experiences like yours don’t happen again. If you ever decide to give us another try, we’ll be here to help make it right from the start!
SD
Steve D.
No protection for outdoor furniture
Burrow does not offer replacement cushion covers or rain protectors for outdoor sofas. Their products are designed to have a short lifespan and are not worth the money.
Response from BurrowSep 14, 2025
Hi Steve,
Thank you for sharing this with us. We’re sorry to hear that the outdoor collection hasn’t met your expectations, especially with regard to care and replacement options. While we don’t currently offer separate cushion covers or rain protectors, we understand how important durability is for outdoor furniture and have passed this feedback along to our product team for consideration. If you’d like to chat further about care recommendations or alternative solutions for your set, please feel free to reach out to us at [email protected]. Our team would be happy to help!
BC
Benjamin C.
My Burrow Chorus bed frame arrived broken.
My Burrow Chorus bed frame arrived broken. I had to glue it together just to make the headboard usable. For the price point, this is unacceptable. I am reaching out to customer service in hopes they can help (update pending).
Response from BurrowSep 7, 2025
Hi Benjamin,
Thank you for sharing your experience. We’re very sorry to hear that your Chorus bed frame arrived damaged and that you had to make temporary fixes just to use it. That’s certainly not the level of quality we expect for our products, and we understand how disappointing this must have been.
We do see that you’ve since been in touch with our Customer Experience team and that a partial refund was issued for the bed frame. If there’s anything further we can do to support you, please don’t hesitate to reach back out to us at [email protected].
Again, we’re so sorry that your ordering experience has not been the smooth one we would hope for, but we appreciate your patience and thank you for allowing us to make things right!
SD
Sharon D.
I ordered a 4 piece sofa and expected…
I ordered a 4 piece sofa and expected shipping information in 2-5 days like what the site said and upon ordering. After 7 days and no response, I contacted them via their chat, calling and emailing and asked them about the order BUT indicated not to mail out this weekend bc we would be out of town. I contacted them on a Monday. Had the order come like it was supposed to have been it would have been in place and easy peasy, but since nothing showed, I made the effort to delay the delivery and was told it had not shipped out and the representative I was talking to indicated that he would call me back. NO PHONE CALL BACK FROM HIM so I call again and this time had to leave a message. I email again and then I get TRACKING INFORMATION. I request via their support to hold off for a few days as we would be back in town on Tuesday. THEY CHOSE NOT TO DO THIS. THIS WAS THE SECOND COUCH I BOUGHT AND THE LAST.
Response from BurrowAug 7, 2025
Hi Sharon,
We’re truly sorry for the experience you had with your order and the lack of follow-through on your delivery request. We understand how frustrating it is to not only have delays but also to feel like your concerns weren’t addressed, especially after you made the effort to coordinate timing.
Your trust means a lot to us, and it’s disappointing to know that - particularly as a returning customer - we didn’t deliver the level of service you deserved.
A member of our team has been in touch today to confirm with you if you would prefer we request a reroute of your order with UPS, back to our warehouse in the meantime. We look forward to continuing to assist with your order so we can help make this right.
Sincerely,
The Burrow Team
DS
Darlene Stamm P.
Never Received !We never received our media cabinet and…
We never received our media cabinet and received no communications from you. I cancelled the order after months of being overdue and purchased a cabinet from another place.
Response from BurrowAug 7, 2025
Hi Darlene,
We’re truly sorry for the lack of communication and the delay with your media cabinet. That’s not the experience we want for our customers, and we completely understand your decision to cancel the order and go with another option.
We appreciate you sharing this feedback and are sorry again for the frustration it caused. If there's anything else we can do to assist, please don't hesitate to reach out to our Client Experience team at [email protected].
Sincerely,
The Burrow Team
SE
Stephen E.
Does not offer replacement cushions
Purchased a couch, had major issues where it was and it ended up getting damaged by workers. They do not offer you the chance to buy replacement cushions. So now I'm stuck with a brand new couch with major issues. Probably going to have to get rid of it. Stick with a company that supports their product better
Response from BurrowAug 7, 2025
Hi Stephen,
We’re really sorry to hear about what happened with your couch and the damage it sustained. That’s a frustrating situation, especially after making an investment in new furniture, and we understand how disappointing it must be to feel like there’s no path to a solution.
Unfortunately the manufacturer that was responsible for making our cushion replacements closed and went out of business unexpectedly this past year, and as a result, we are no longer able to offer cushions or cushion covers separately from their add-on seat modules at this time. We sincerely apologize for this inconvenience!
We appreciate you taking the time to share your experience, and we’re truly sorry we weren’t able to provide the support you needed in this case. If there’s anything we can still do to help, we’d welcome the chance to revisit it with you.
Sincerely,
The Burrow Team
