BurrowReviews of burrow.com

I placed an order for a sofa on December 1st with a shipping estimate of 10-12 days. It is now nearly two months later, and I have nothing to show for it but a string of broken promises. Here is the timeline of their incompetence: Dec 1: Ordered sofa. Expected delivery mid-December. Dec 30: A week after it was supposed to arrive, I sent an email and received an update that pushed the shipping date to "no later than Jan 9, 2026." Jan 12: Still nothing shipped. I reached out again. Jan 27: This was their second "guaranteed" deadline. It has now passed, and my order still hasn't shipped. There is no phone number you can call. You are completely at the mercy of their broken promises via email, which only sends generic copy-paste responses about "unexpected delays due to fulfillment constraints." If you don't have the product, don't sell it. At this point, they are holding my money with zero transparency and no way to speak to a human. It’s starting to feel less like a furniture company and more like a scam. Avoid Burrow at all costs!!!

Let's change this to ZERO stars. Ordered Nomad loveseat with chaise and carefully assembled until the last leg, where one of the thumbscrew sockets was damaged and cannot accept the screw, therefore, one leg cannot be attached. The second step was to build (attach legs and brackets) the chaise section. The thumbscrew holes for the leg plates are milled too close together so you can only screw in one bolt, not fully securing the leg. This is poor manufacturing, and here, I was under the impression that I was purchasing a quality piece of furniture. Customer service at Burrow is basically non-existent. There is no phone number available. Emails go unanswered. I’ve come up with a practical solution which would require replacing two parts and emailed their customer support team multiple times and still waiting. In the meantime, I have an unusable loveseat laying on its back in the middle of my apartment, waiting for replacement parts that ARE NOT broken - from a company that will not provide help. I am a senior citizen and unable to take apart or move this couch and there seems to be NO URGENCY on Burrow’s part to rectify the fact that I was sent broken pieces of furniture. I expect more for the price I paid for this. Extremely disappointed. And still waiting for customer service to contact me. UPDATE: It took too long, but customer service finally notified me that replacement parts have been ordered. They arrived yesterday and the Chaise Base is still NOT machined correctly - the holes are off and the legs will not screw in. For what it's worth, if you have money to blow, then go ahead and take your chances with Burrow. Otherwise, shop elsewhere. I've learned my lesson.

It took a little while with exchanging but dealt with a few of the staff and they were ALL quick to respond and got things going. Very patient and polite. This is the second time I have ordered from Burrow and was not disappointed with the service and products. Have had this couch for two years and it still looks new. Will highly recommend Burrow!

Dresser arrived incomplete. I ordered the prospect 10-drawer and only one of the three inner panels came with the order. It’s missing two inner panels and four legs.

Not comfortable! Purchased the Nomad Couch.. it's meant to serve one purpose and it doesn't succeed, it's just not soft or comfortable to sit on. It also has some durability issues with a tear in the fabric forming 1 week into use (maybe a defect) but fortunately customer service was able to replace the cushion. Overall disappointed by the price. Pros: Looks nice and was easy to assemble.

I ordered a 5 piece sectional from Burrow, only received the parts, no sofa. When I left a bad review on TrustPilot they reached out to me to let me know the remaining pieces 4/5 of the sectional were lost in their sorting station. I was assured they would keep me informed, they only gave me a UPS tracking number after I asked for it in one of several emails. It has been almost a month, when I asked today I received an email that they lost the 4/5 pieces, and they asked me to "not worry" and "rest assured" since they are sending replacements. They have yet to give me a tracking number. On top of it all, when I ask to speak with a real person (several times) they only email me. No call. Ii have purchased from them before without a problem. It's very disappointing, I suggest buying from another company, until this company can actually figure out how to delivery basic customer service.

Truly horrible experience with customer service - been emailing back and forth for weeks now, takes days to respond. The couch is pilling in multiple places after very minimal use and the recommendation was to use a fabric shaver. Doesn’t stand behind their products at all and not willing to provide an adequate solution for the price point. Extremely disappointed as this brand/sofa came highly recommended.

***UPDATE*** Customer service reached out to offer a partial refund as a courtesy for the long shipping time. We are glad to see accountability from Burrow and are looking forward to our sectional. Ordered a sofa which said 3-5 weeks delivery. Once 5 weeks rolled around and we still didn’t get a shipping notification, I reached out to their customer service team. They told me it would be an ADDITIONAL 54 DAYS before our order shipped. When I asked if there was anything they could do to help us out, they said nope, just need to wait. We were counting on this to ship within the promised 5 weeks for an event we are hosting. Absolutely unacceptable that the lead time is more than double what was promised, and that I had to reach out to them to figure out what was going on. No communication, no accountability.