BurrowReviews of burrow.com

All of a sudden I started getting emails from this company. I went to their unsubscribe section and clicked unsubscribe from all. They did not unsubscribe me. This happened about 6 times. When this happens, I consider them SPAM.

Decent products (overpriced for the quality) but absolutely horrible customer service. Once they have your money, you’re screwed. These sofas do not hold up to cats at all, don’t believe the paid for reviews on news websites. CEO is a terrible person. Buyer beware.

Our Burrow Field couch cushions wore out way before their time. I reached out on text for help, and received the canned response, which was fine. While I was driving, Burrow’s customer service apparently texted me, which I didn’t notice because I was driving. When I did not reply for 20 minutes because I was driving, customer service told me “ We haven’t heard back from you in a while, so we’re going to consider this case temporarily closed. No worries, you won't lose your spot. If you still need help, please respond to this message with the information we need which will automatically reopen it. Enjoy the rest of the day!” I replied as soon as I could but have not heard back for over 13 hours. So I decided to try to reach Burrrow customer service via email and was met with this as part of the response: “Contacting us multiple times will push your request to the back of the queue.” Wow.

The couch is beautiful but if you have any issue good luck getting in contact with anyone. No customer service line and their email takes longer than the two business days they promise. Just have a half built couch in our living room now with no solution in sight. Seems odd that customer service was responding within hours when I was deciding to buy and then doesn't respond to emails about problems...

Do no buy from this company. They have 0 customer service. No number to call and not replying to emails at all. They charge ridiculous amount of fees to return and their website gives inaccurate description. AVOID

I'm so disappointed in everything about my purchase with Burrow. I was so excited about my purchase and the investment in beautiful furniture but as soon as I started putting it together I realized it was all a disaster. For starters, you think the couch is custom made when you order it but we saw the materials and pieces had been put together months before I ordered. That felt disingenuous and sleezy. When it came to assembly, the pieces in the couch I had were not even close to those of any assembly videos and they were irrelevant. They don't tell you each piece needs to be precisely lined up to the nanometer or you won't get anywhere. Instead of a "10 minute" set up process, it took 6 hours with 3 people. When I finally got the couch set up, it started to lose its shape almost immediately. When I tried to leave a review on the website while I was logged in with the account attached to my order, I realized there was no way to actually leave a review, leaving me to believe the reviews available are fake and they're trying to dissuade anyone with a negative take from leaving a review. All around an AWFUL experience and I can't believe it took Burrow nearly 3 months to ask for my feedback so I could provide it.

Worst couches ever! Bought a nomad couch and loveseat from burrow.com because the company stated it is pet friendly. This statement right here is what sold me: Claws can’t snag an individual thread and cause tears. Well, my cats determined that was a lie. The customer service would only take one back and it was the larger of the two. Why would I want one? Anyways we decided to keep both because our hands were tied. Those couches got so shredded. We ended up giving the couches away for free because they were such a disappointment. If Burrow hadn’t lied about what their product was capable of doing, I wouldn’t have wasted $3200. Not to mention cat and dog hair clings to these couches and will not come off.

Purchased $1000 worth of shelves. Tried to assemble them and they would not fit together. Burrow provides only email customer service, and all they cared about was asking when the purchase was made so they could assert their warranty doesn't apply. Offered no customer support apart from to try and use a "mallet" to force the shelves together, which is comical as it would likely damage or destroy them. Ignored legal obligations they have for defective products under state law. Terrible customer service.