BurrowReviews of burrow.com

I purchased the Burrow Union sectional couch. Assembly required and upon attempting the first step, we ran into an issue. There are 3 screws that connect the back to the seat and the 3rd screw hole did not align. We tried a second section and it did not align. We searched other reviews and determined this was a common flaw. We couldn't find any solution. Submitted for a refund and need them to comeg et it. It's 16 large boxes. Will not be purchasing Burrow again.

I paid about $1,700 for a RTA sofa and expected much better quality. I was decidedly disappointed. I put the sofa together and was immediately struck by how narrow it was. I'm only 5'8" so it should have been a good fit. It wasn't. Assembly was difficult because the pieces didn't fit together without a struggle. About 2 weeks after assembly, I noticed that the already uncomfortable seating had begun to sag. The sofa has a decided slant where the cushion edge near the back sits higher than the edge at the front. Sitting on it is like sitting on a slope. I constantly have to move back because I'm sliding forward. Napping on is problematic because you always fear that you'll roll off. The sofa is junk. It's so bad now that I'm going to either buy a new sofa or have my old conventional 30+ year old one fixed and recovered. The Burrow sofa will be discarded.

My husband and I ordered an opera media console in November of 2023 with an estimated shipping window of 10-12 weeks. Even though that was a super long time we were willing to wait because my husband is so picky about these things and we liked the product. Fast forward to February at the very tail end of that window and the shipping estimate disappeared from our account. The problems escalated from there. For one, the only way to contact customer service is to send a text or send an email. You can't get a human on the phone. Then you have to hope that someone responds. We got a text telling us that the shipment had been pushed back another month and I lost it. We have zero confidence we will ever receive it so I've asked for a refund. Given the wonkiness of their "customer service" set up I've also filed a charge dispute with our bank. Never again.

Zero stars if I could. While the overall "look" of the Nomad sectional is good, that's where the good stops. The material is scratchy and irritating to the skin, the seat cushions leave gaps and it is horribly uncomfortable to the point of painful to sit on. All the adults in the household avoid this couch at all costs. At barely 2 and a half months in, I contacted support and was "coached" to give it more time" and told it could take a few more months to "break in." So upwards of 4 to 5 months to "break in" a sofa?? That's absurd. They coach you to give it more time so they can enforce a 30 day return window. Oh you're outside of 30 days, nothing we can do. You paid over $2k (with a $500 promo code) for a couch you can't sit on and now have to get rid of and replace. They won't speak on the phone, only text. Dig for the reviews before you buy. I was surprised to find an abundance of low/negative reviews for the same reasons, just harder to find. A company that won't stand behind their products after 30 days is an immediate red flag. Especially when they will only text and coach you to give it more time.

What an incredibly frustrating company to deal with! I did all of the research and went into their store multiple times and checked delivery dates multiple times and reviews and ordered in mid November with an early December delivery date. With an updated delayed expected ship date on Dec 25 (also am I the only one who thinks shipping on Dec 25 was never going to happen?) they wrote to us on Dec 24 citing global shipping and material delays. Surely they knew 24 hours before shipping that the sofa wasn't ready. We had organized neighbors and our building to receive it as it was later than expected and we would be away. Turns out we shouldn't have worried because we got an email saying it was now delayed until early Jan and when we checked the system the date was late Jan and now two days later we have checked and it says Feb 9! What a ridiculous way to run your business - no phone number, no one replies to emails and only way is to text and you are lucky if someone replies. This is after being sent the wrong lamp color and pillows - which on our account say are still being shipped although we already have it. I am so disappointed by this experience - we bought the sofa because of the shipping timelines and that we needed it for Christmas. At this point we will be Iucky to have it for Christmas 2024! Updated Jan 25: The reply from Burrow here does nothing to address the issues they clearly have and just note that they replied faster to this comment here than the 7 days it took for them to reply to my text message about a delivery date change. They have told me that they underestimated how much demand they would have the issues in the Suez Canal is causing delays which could have been communicated much earlier - and the simple answer here is if you don’t have the product to sell don’t put it on your website that you do!

Cancelled my Black Friday order even though items are in stock! If you can’t honor pricing, why are you having these sales.

Spent over $4500 on two love seats and chair w/ ottoman. Had some difficulty putting it together but found the way to systematically put all the pieces together by myself, a senior female. Once I sat down, I was so disappointed! It's like sitting on a wood bench. Minimal cushioning was offered in the thick cushions. I sent a message to the company, who sent a reply and said she sent it on to the manager. I heard nothing. The basic sofa is so wide it's not comfortable for a smaller person and needs another five inch pillow just to support my back. Buyer be ware that these are not luxury items. I wanted it so when moving homes I could break it down. There is NO comfort with this upholstered furniture. Update on spill to side of love seat. Not long after setting up the modular loveseat a rather large spill occurred on the arm. It was cleaned quickly but the fabric was soaked. We took the cushions off to allow to dry throughout. Fabric did great with no discoloration but the faux wood inside the arm has started to separate and lose it's sturdy support. I thought for the price it would have been wood but apparently not. Be careful with what you bough on line. This was not a quality product and will be replaced in the near future.

If I could give zero stars I would. I just asked on Wednesday if our couch was still set to ship 12/18 (I ordered it 3 months ago) they told me they checked with their product team and it’s on track. TWO DAYS LATER I get an email that it won’t ship until FEBRUARY. It’s taking them 5 months to make our couch because they are behind yet they are sending out tons of sales emails to get more customers they won’t be able to handle? This also happened to us with medley, we lined up selling our couch with delivery. Sold the couch, last min medley said oops and pushed theirs back two months, we ended up cancelling after it kept happening and now burrow is doing the same so we have not had a couch since August! We wanted a cleaner, less toxic couch but I’m starting to see you can’t trust any online store. Burrow is a joke, save yourself and go some place else