BurrowReviews of burrow.com

Zero customer service. They sent one piece of my sectional with the rest due to ship 3 days ago at the latest. When it didn't ship I emailed to see when they thought they could do it. No response. Yesterday I tried again and got an automated response saying if we emailed multiple times we would go "to the back of the line." Oh my goodness, like I am being punished by the principal just for wanting to know where my item is! When they are the ones being disrespectful to their customers. It is not an excuse to say they are busy-- they are busy enjoying the use of my money but it's an imposition for me to need an answer about something I paid for? I realized they sent the single piece bc they knew the free return window would run out before I realized I was going to be sitting on the floor for months. So I would feel trapped into waiting for the rest. I am returning it in time though. So dishonest and rude. No doubt I will wind up having to dispute this with my credit card company. Addendum: Just got a msg that the company requested more info, so maybe they'll respond. After I submitted this review, I sent another email canceling my order and requesting a return for the partial shipment. They finally responded and refunded the cancellation-- but I had to reply 3x before they told me how to return the ottoman. Like they were just completely ignoring that part. I returned it the next day. Their return email said as soon as they had confirmation it was in the possession of the carrier (UPS), they would refund me-- but didn't. I emailed them a link to UPS tracking showing they had it-- and they emailed me that the refund would happen only once they were notified it was out for delivery. Well that is NOT what the original promise said. I protested and they acted like I was confused and it "seemed" like they were changing things 😂. On top of that, by the time they sent this last email, the time stamp per UPS said it had been delivered to them already-- but no refund yet. They were still trying to convince me they didn't say what they said in writing. I did finally get my refund. But the whole thing was a huge hassle.

Terrible customer service. Ordered a couch on 5/27/25 with an estimated 2 week delivery date, then received an email 2 weeks later (I guess it took them that long to look at the order) to tell me that the configuration I ordered was no available. Offered a $50 credit and I chose a different configuration, then heard nothing for several more weeks. Requested an update from customer service on 6/25, and they have been unable to provide an update in the ensuing week. Requested a refund on 6/1 and still no response. I've disputed the charge with my credit card company. Terrible customer service experience.

We are trying to put our couch together and see that the back piece that came with the corner piece does not fit with any of the seats. The holes do not align with any of the seats so it is impossible to assemble it. We tried multiple times. It clearly does not align. I am not sure what the issue is. I emailed support a couple of times over the past week and have not heard anything back. I am out $1,200 with no other way to contact them to get this resolved.

I ordered a Burrow Opera media console in mid-March, with a shipping estimate 8-10 weeks later. After waiting patiently that entire time, the shipping date came and went with no notification. I contacted Burrow, and after three days of consulting with their operations team, they told me that they didn't know exactly when they'd receive any product to ship me, but that it might be by the end of July, a further 8 week wait. I've requested a refund. I will absolutely not be buying from Burrow in the future; what an enormous waste of my time, and absolutely no respect for their customers.

Terrible product. I SO wanted to love my sofa - sectional that I purchased. In the end they are WAY over priced for the quality and you have to assemble yourself. Customer service is atrocious and the restocking fees with original boxes makes it next to impossible to return these junky pieces of uncomfortable that they call furniture. Do NOT waste your money.

Heist dresser with 6 drawers, drawers pop out of alignment and don't close, which because of the safety system means other drawers won't open. The dresser is completely unusable. I've been chasing for a solution or refund for weeks. Company will not help

Ordered a Nomad sofa in 2022, so I have had it now for two years. Long story short: $3000 I'll never get back. The couch is structurally fine, and comfortable enough, and modular, which we needed, but that's all that is good. The fabric is awful. It does not hold up to dogs or pets at all - it instantly started to show scratch marks. The super tight weave of the fabric locks in pet hairs so that they are unable to be removed. The constant vacuuming causes pilling. But the worst part is the staining, and that is what they advertise is supposed to be the feature! "Such a tight weave that it won't stain." HA! In fact, anything and everything leaves unsightly white marks, and it cannot be cleaned with water, cannot be put in the washing machine despite some of them being able to be zipped off. The cleaning solutions they advise do not work and are a pain to make (I refuse to buy distilled water to have to make a home-made cleaning solution for one piece of furniture). I went back and forth with customer service several times after repeatedly e-mailing (they ignore you at first). All of the "solutions" they provided were more annoying than the last, and none of them took out the stains. In a last ditch effort to hide the nastiness, I ordered covers from Amazon. But since the cushions are all custom (and weird) sizes, the covers were huge and looked even messier! I shouldn't have to spend any money at all to hide such an expensive piece of furniture. The couch looks like we got it at a yard sale 10 years ago and it's supposed to be the centerpiece of our living room. A definite waste of money, and I will not be shopping here again or recommending them to anyone.

Everything about my interaction with Burrow points to a shady business bordering on fraud. I ordered four items from them and they have blown past delivery dates three times, each time blaming the delays on 'global supply chain' issues. After requesting a cancelation and refund, they said they need to get confirmation from their manufacturers, so I have to go through my bank to report a fraudulent charge. Stay away from this company.