Burrow makes furniture that works harder, so you can live easier.Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Burrow (burrow.com) has 553 customer reviews on Five Star Index, with an average rating of 2.6 out of 5.
Also known as
burrow.com
Website
burrow.com
Category
Furniture Stores
Location
New York, New York
Listed on Five Star Index
2026
About these reviews
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The company replied to 75% of reviews.
Latest
Most recent review: October 2026.
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The chair is fine, but dealing with Burrow has been a nightmare. First, we got an ottoman with scratched and missing legs. Fixed that. Then they said the chair would arrive late December. It came yesterday, with an additional seat and another ottoman. Now I need to deal with that, not looking forward to it. DO NOT BUY FROM BURROW.
Response from BurrowNov 3, 2025
Hi Kim,
Thanks for sharing this experience. We know how discouraging it is when orders arrive with issues and create extra work on your end, and that isn't the experience we aim to provide.
It does look like you're already in touch with our customer experience team about this, but we've escalated your support request internally so we can assist you with getting the extra items sorted as quickly as possible. We appreciate your patience while we work to make this right!
TI
Tim
Burrow stinks
I ordered a replacement couch cushion for the Nomad sofa, which by the way, stains very easily. Thought this would be an easy replacement (although very expensive), but I have not gotten a shipping notification for almost a month, with no communication from Burrow in when to expect the replacement. The reviews on here that detail empty promises with no actual logistics are 100% correct. This company has the absolute worst customer service I have ever experienced and I will never purchase from Burrow again. Do not be fooled by the obviously fake 5 star reviews.
Response from BurrowNov 2, 2025
Hi Tim,
Thanks for taking the time to share your experience. We can understand how frustrating it is to experience delays, especially on something so highly anticipated. We know that communication and follow-through are important, and we’re actively working to improve both.
That said, we've sent you a request for additional information so that we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team!
RS
Regina S.
beautiful ottoman
Found a beautiful ottoman that matched furniture I bought elsewhere. Quick delivery, easy assembly. Would order here again!
Response from BurrowNov 3, 2025
Hi Regina,
We're glad that the ottoman was a perfect match to your existing furniture, and that everything went smoothly, from delivery to setup. We're looking forward to serving you again soon!
JP
Jade P.
I haven’t received the hardware box so…
I haven’t received the hardware box so my couch has no legs.
Response from BurrowNov 2, 2025
Hi Jade,
Thanks for sharing this! Oftentimes, the hardware box ships separately from the main sofa delivery, so chances are that it isn't too far behind. That said, if they don’t reach you within the next few days, please reach out to our team at [email protected] so we can track them down and make sure you’re all set!
EW
Elizabeth W.
Returning customers
This is our second Burrow sofa. They absolutely get 5 stars for design and durability. This model cushions are the perfect depth and width. The color is exactly what we were looking for and they really thought of it all with this design. With how well our last couch has held up, we know this one will be in the family for years to come. Shipping was not the best and came way later than the projected ship date (by over two months) and a few of the boxes came totally mangled but the couch was not damaged. Customer service was responsive the whole way through with my questions and requests for updates which is all we could really ask for.
Response from BurrowNov 3, 2025
Hi Elizabeth,
We’re thrilled to hear that you’re loving your new sofa and that it’s living up to the comfort and design you’ve come to expect from Burrow. We know the shipping delays made the wait longer than it should’ve been, and we truly appreciate your patience and kind words about our team’s communication throughout the process. We appreciate you taking the time to share your experience!
JO
Jonathan
Worth the Wait
The modules came very well packaged. It is a wonderful couch!
Response from BurrowNov 3, 2025
Hi Jonathan,
We’re so glad that you’re loving the sofa and that everything arrived in perfect shape. Thanks for sharing, and for choosing Burrow!
MP
m P.
every thing went wring
every thing went wrong!
Response from BurrowNov 2, 2025
We're very sorry to hear this! We clearly missed the mark on your experience, and we’re committed to turning things around. If you're open to it, please reach out to us at [email protected] so we can learn more and do our best to make things right.
SF
SF
Love the couch, terrible experience
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.
Response from BurrowNov 2, 2025
Thanks for taking the time to share such detailed feedback. We’re so glad that you love your new sectional, but we understand that the process of getting there shouldn’t have been this complicated. Your experience highlights exactly where we need to improve, and we’re reviewing how we communicate details both on our site and internally amongst teams to make future add-on orders a smoother process. We really appreciate your patience and insight, and hope to use it to improve our service and offerings.
