BurrowReviews of burrow.com

No client likes the runaround. I ordered a corner sectional September 4th and by October 10th or so I was checking in on the order. I was told that I would not get my sofa until Dec. 22nd because they were overwhelmed. (Wish the website had that red flag 🚩 ) I decided to be patient because the dimensions fit my living room perfectly. Fast forward to Nov. when my family is out of the country on vacation. I get a message “your sofa is being delivered today.” You think I’d be happy the sofa was now early, but we had to scramble to get someone to go to our house and put the boxes in the garage for us. 3 stars bc the product is what we wanted, but the confusion and delay and change of plans in the end is really annoying!

It took about a month and a half for my dresser to be delivered. I contacted Customer Service to confirm a shipping date after waiting nearly a month and they weren't able to provide me with much information. The dresser feels solid and it had a nice weight to it. That being said, me and my partner had challenges assembling it due to the very heavy back piece that needed to be lowered in a very specific way. Adjustments were difficult to make and I unfortunately damaged one of the locking slots. I was disappointed that the parts that secure the dresser into place are either plastic and particle board. I had to put it together 4 times and it still isn't quite right, but it is good enough. It definitely feels like a step up from Ikea, but I'm not impressed in the quality based on the price I paid. I will probably not order from Burrow again.

The couch that I have seems great, but there’s no legs. So it’s currently sitting on the floor. I reached out to customer service and received an email that it’s gonna take two or three days for them to even get back to me. I received the body over a week ago but could not put it together at the time, so the simple answer that the other box may still be coming is very disappointing. Hopefully at some point someone will respond and send me the right parts.

Hello, delivery took too long and missing items to complete assembly.

Purchased: Range 4 Piece TLDR: communication is bad with response times ranging 48-72hrs and no communication if your order is delayed. Seems like they’re having difficulties with production/shipping but product is nice once you get it. Details: we ordered our couch in August with an estimated delivery 5 to 7 weeks from purchase date. Our order sat at confirmed for seven weeks before we reached out asking what was going on with our order. Human contact with anyone that works at Burrow takes 24 to 72 hours. We got a email that the company supposedly had a “delay in a part” and it would be an additional 3 weeks. True to their word, the couch shipped 3 weeks later. The pieces of couch arrived before the legs or instruction manual AND the UPS tracking number to the legs/instruction manual was not associated with our order and the stupid AI robot that they use for customer service couldn’t help us. For 2 days we weren’t sure if we were getting legs or instructions but they luckily arrived at our doorstep unexpectedly. Without the instruction manual, I was able to put the couch together as it is pretty straightforward. Some of the pre-drilled holes are a little wonky, but nothing was too bad on our couch. The couch itself is made of quality materials. The fabric seems nice and durable. gorgeous mid-century modern design. Had to rate it a three due to our experience. Gave feedback to the company, hopefully they improve.

I haven’t received the hardware box so my couch has no legs.

I wish Burrow had an explanation on their website about how to purchase additional pieces if you already own a burrow sectional. I owned a 3 piece lounger, my husband and I wanted to add on to create a 9 piece lounger, we go to the website and select the pieces we needed during the Labor Day sale, they arrive, we see that the pieces don’t fit - why? Because edge pieces have narrow panels that are 2 inches shorter than inline seats which have wide panels and the website offers NO DESCRIPTION OF THIS. Terrible marketing. I reach out to customer service, they only communicate by email - it took DOZENS of emails back and forth and almost 1 MONTH of going back and forth for them to process the return, explain that we can purchase add ons but they have to process it on their end, we get the invoice ready and then sorry they don’t have the inventory anymore, more emails more questions more invoices, multiple drawings of couches trying to figure out what individual pieces we needed, no customer support offered in that area, I think I knew more about burrow couches than the customer support person did at that point. The worst purchasing experience I have had and we spent over $2000. If I could have spoken to someone on the phone it could have been handled in 1 day 1 transaction, monumental waste of time and mismanagement of customer service. With that said - they did work with us. They honored the Labor Day sale despite it being passed, they gave us free shipping on the new order even though it didn’t qualify, and our order was correct but it took quite a while to get to us and there was no tracking information due to they were moving warehouses during this time. I absolutely love our 9 piece customized couch but the stress and hassle it took to get it was absolutely ridiculous. I used to think very highly of this company and recommend them often, now I don’t think I will. I hope they will allow for calls with someone who knows their couches inside and out and who can handle complex problems like ours as well as include website directions for if a customer is adding on to an existing range or at least some kind of disclaimer that you have to contact customer service if adding on to an existing range. Common sense is free, let’s use it Burrow.

Delivery time was way off - i was notified that my dining table would arrive between 3-5pm (so i planned to go home early from work to receive the packages), but it arrived at 10am, when i was not home - and the driver just left it on the front steps of my bldg! I had to rush home at lunchtime to bring the packages inside.