BurrowReviews of burrow.com

Am I reviewing the customer service or the product? The product is NOT worth the cost. The Nomad sectional 91" somehow feels significantly smaller than a regular 84" West Elm couch. Its not comfortable, the depth is narrow and the pillows make it look and feel overstuffed and stiff. Additionally, ANY pet hair sticks to the material immediately. For $1600?! Nope.

absolutely the worst shipping and purchasing experience I have had. will not recommend. delays, wrong items sent, items sent in parts over a month time period. No real way to talk to a person.

Missing pieces and pieces I didn’t order. Order was originally weeks late. And had to wait for correct parts to arrive. Sectional difficult to assemble. Only email communication is inadequate. Will not recommend your products

The Namad Sofa is absolutely beautiful. I already have a friend wanting it. But fair warning, no one notifies you within a reasonable time when you can expect shipment. Customer service is slow and not very helpful. It was very draining for me to try to inquire time after time about my order. The help I was finally got was from the Burrows showroom in Los Angeles. They were very nice.Unfortunately, my sofa finally arrived without the needed hardware! ! They quickly sent some of the parts, then another box with duplicate parts. Lastly, a huge box appeared with yet more parts. The one that should have been sent with the sofa originally! I would say they have issues. This company needs to stop taking orders, and work on streamlining the business because no matter how good your product is, I don’t see myself purchasing again from them.

Not transparent about out of stock items and shipping expectations at time of purchase. Still waiting on refund that was requested for large ticket items due to shipping not happening for months.

The sales staff were fantastic and very supportive. I was really nervous buying this couch without trying it, but it was the only one I could customize to fit my space. I was pleasantly surprised. Perfect amount of firmness and softness, and the fabric doesn't encourage kitty scratches. Everyone says it looks fantastic

I was promised shipment within two weeks, but when I followed up after four weeks, I was told that shipping had been delayed until early January, without any explanation. It seems that the store staff are quite disconnected from the actual operations and fulfillment process. On the positive side, my refund was processed very promptly.

I’ve had a very frustrating experience with this company. At the price point, you expect a certain level of detail that has been absent for me personally. I ordered a sofa sectional and some parts were missing, while other parts had clearly been returned as defective before and just shipped on to the next customer. The replacement pieces have taken over 20 days and still counting to fully arrive, and when they do come, they arrive very used and scratched in dirty boxes. I’m also now responsible for returning several boxes of used, defective, and partially complete products that I’ve been made to cobble together my original sectional from. I’m assuming I’m returning them so these used and damaged pieces can be passed off to the next customer just like me. Been a real headache, and has left me with a bad taste in my mouth about them.