BurrowReviews of burrow.com

LOVED the sofa! Great quality, soft fabric, soooo beautiful and elegant. The modularity is amazing. It was not so difficult to assemble. Only downside - we didn't know the status of the delivery (it wasn't updated) and it wasn't clear how to reach the customer service

it has been a nightmare.

We specifically ordered a couch that was listed as “in stock” with a delivery time of 1-2 weeks. Our couch arrived EIGHT WEEKS later. We were told all the pieces were not in stock, which was causing the delay. We had to hound Burrow to get any sort of refund and we still received zero explanation as to how a product could be listed as in stock when it clearly wasn’t. It felt extremely dishonest and slimy of them, and I will never buy another product from this company again.

My Mercer couch, which was ordered in July of this year, took until the end of September to arrive, despite the original shipping estimate of about 4 weeks. I had to reach out to the company directly for a shipping update; they did not reach out to me. Once the couch arrived, it was missing two key components: the back corners pieces of the sectional. The couch looks super weird without it. When I let the company know the parts were missing, they said they were receiving more inventory in mid-October and they may be able to ship it out then. I reached out on 10/18 for an update and they let me know that they didn't get any inventory in after all, and won't until December. This couch is absolutely not worth what I paid for it when factoring in the lack of proactive updates, the crazy delay in shipping time, and sending incomplete furniture. The customer service has been nice enough once I reach out for an update, but I don't have faith that I will receive the missing couch pieces before 2027 at this point. Do not buy from this company.

★★☆☆☆ Burrow sells the Nomad as modular, durable furniture with a scratch-resistant, pet-friendly fabric. In practice, "modular" stops at the moment you need a repair. The chaise cushion on my Navy Blue Performance Flatweave Nomad tore. I asked to buy just the replacement cushion or its cover. After several emails, Customer Experience confirmed that: • The chaise cushion and cover are not sold separately • They can't source one from spare, returned, or showroom inventory • They won't sell the matching fabric so a local upholsterer can do the repair • There's no timeline for when individual parts might become available The only option offered was the full chaise set (base, cushion, and legs) for $449, to replace a single cover. The replies were polite, but every one ended with an apology and no solution. If you're buying Burrow because it's modular and easy to maintain, know that you can't buy the individual parts that actually wear out. I'm getting it repaired locally instead.

I've bought from Burrow twice now. The first experience was great, everything was shipped and delivered quickly and was easy to put together. When I wanted to extend my configuration, I ordered additional pieces and it took over 3 months to arrive. I understand that supply issues happen, and the customer service team was incredibly responsive and great but I wish I had known prior to ordering just so I could plan for that.

Good customer service and good product

I regret buying this couch. It’s a fine couch, sure. Everyone should just go to a local furniture store, pay the same amount for a nice couch that you can sit in before you even see it, get it delivered by human beings who will set it up and take away the packaging, and people you can talk to if you want to exchange it. You will be much happier with your experience. Why? This company is an abomination of internet commerce. You pay around $2500 into the void for a couch you hope you like. You don’t hear anything about its delivery. It took about 3 months to get my couch. When I asked for an update because I gave them a lot of money, they told me that it “hasn’t left the warehouse,” which is no explanation at all and gave no date when it would come. Then one day I was surprised by the delivery. The delivery came over a few days and no one told me. So I wondered if I had been missing pieces. If you buy a chaise for your couch, you end up with an extra couch cushion because they send you a regular couch then all the chaise attachments. Set up of the couch is relatively easy but I couldnt get one clamp down so it’s not down. Then you have a ton of recycling and boxes to break down. Took me about an hour to break down all the recycling and then another 30 minutes to take it to a recycling center that would accept it. And if you’re not happy with your couch and want to return it - what then? You waited 3 months and what are you going to have to go through to send it back?