BurrowReviews of burrow.com

I ordered my ottoman over a month ago. I received the wrong one, have yet to receive the correct order. The order has been stuck at “label created” for a few weeks. This company is not ran well at all. Bad customer service along with always messing up orders.

The Burrow ordering experience was among the worst I’ve had with any online retailer, ever. Which is too bad, because the product is pretty good and met our expectations. They provide no electronic order status, have no phone number to receive updates from, and when you do connect with someone via email, responses are inconsistent and take multiple days. For me: I ordered our Burrow couch in July, specifically chose an ‘in stock’ option that shipped in 2-4 weeks. Contacted Burrow after two weeks, was informed it’s coming on schedule, then again at 4 weeks, was informed it would come on schedule, then after 4 weeks was advised of a delay and they had no ship date. At ~7 weeks, i asked to cancel my order via email. The request was ignored and suddenly shipments started to happen. I received my first box, which was a cushion. At 9 weeks, after receiving multiple other packages, I was informed my order was completed. Only it was not. I identified multiple missing components, including an entire section of my couch and legs for my chaise. After 12 weeks and at least 2 dozen rounds of email communication with Burrow, my order is finally complete. The couch is nice enough for what it is and the price we paid. But I would not put myself through that experience again. It was awful.

I would not recommend Burrow to my worst enemy. Burrow sold us on modularity, abandoned that promise, and then tried to sell us another couch. Save yourself the frustration and buy elsewhere. My wife and I purchased a Burrow Field Sofa a few years ago. We didn't buy it because it was the most comfortable or highest-quality sofa on the market—it wasn't. There were plenty of competitors whose products felt more comfortable and better built. We bought Burrow for one reason: modularity. When we visited their Boston showroom, the sales team repeatedly emphasized that the sofa would grow with us. As we moved into larger homes or our family grew, we were told we could simply purchase additional sections instead of replacing the entire couch. That flexibility was the only reason we were willing to pay Burrow's premium prices. A few years later, we moved into a larger home and wanted to do exactly what Burrow promised we could do: add another seat. Instead, we were told the entire Field collection had been discontinued and the parts we needed were no longer available. Their solution? Buy an entirely new sofa. That completely defeats the purpose of buying a modular couch. To make matters worse, Burrow's "special" offer was 40% off a new sofa. The problem? At the time, Burrow was already advertising promotions of up to 40–50% off many of their sofas. In other words, the "exclusive" accommodation they offered us was, for many products, no better than what a brand-new customer could receive by visiting their website. That isn't standing behind your product. It's trying to turn a customer service failure into another sales opportunity. After weeks of pushing back, Burrow suddenly "found" inventory they had previously told me didn't exist. Problem solved? Not even close. They wanted to sell those discontinued components at dramatically inflated prices. Even after a $250 credit, the cost of adding just one or two sections was nearly as much as we paid for our entire sofa only a few years ago. Over several weeks, I spoke with customer service, management, and ultimately someone on Burrow's leadership team. They admitted that modularity was one of the primary reasons customers purchased these sofas, but they did nothing...they refused to do anything to honor that promise. Their final options were simple: - Pay inflated prices for discontinued parts (almost the full price of the sofa for 1 additional seat). - Buy an entirely new sofa. - Accept a $250 store credit. That's it. After researching other reviews, I realized my experience isn't unique. Multiple customers have reported buying Burrow specifically because of its modularity, only to discover later that their collection had been discontinued and replacement parts were no longer available. My opinion of Burrow is simple: They sell mediocre furniture at premium price points, and the one thing that justified those prices—the promise of long-term modularity—turned out to be a complete sham. If you're shopping for a modular sofa, do not buy from Burrow. They could not care less about their customers or the promises they make to them. And if you aren't shopping for modularity, I would avoid Burrow altogether. There are countless companies making more comfortable, better-built furniture for similar—or even lower—prices. Burrow convinced us to spend more because they promised their furniture would grow with us. When the time came to rely on that promise, they abandoned it, tried to upsell us to another couch, and left us to pay for a problem they created. I cannot recommend Burrow to anyone. Spend your money with a company that keeps their word, does right by their customers, and actually makes quality products.

I ordered a Range Pro couch from Burrow six weeks ago because it was advertised as in stock and ready to ship. A sales associate at the SoHo store confirmed that. Burrow gave us no updates and was incredibly slow to respond to our inquiries. We then found out the couch might not be ready for up to eight weeks after we ordered, and they couldn't guarantee even that. Customer service takes 3-5 days to respond and doesn't address our questions. The couch still says it's ready to ship online despite what we've been told about our order. My issue is with Burrow's misleading stock information and poor customer service.

Burrow sent me a damaged table - the table top has a big dent in it. I have been try for three weeks to get them to send me a new part. My request is always “in process.” At one point they said they sent a replacement but to some other address that is not mine (and I have no idea where they got it). Under no circumstances would I do business with this company again.

Burrow provides inconsistent and questionable customer service. Their furniture takes many many months to receive. Had to cancel an order after waiting 4 months.

This company is a sham. In the store, I was told that items take 1-2 weeks to deliver, but rugs might be longer 2-3 weeks, four at the very latest. It has now been three weeks and we have been calling every day to get updates on the delivery. Burrow is saying that it is impossible to get an ETA because their supplier is through another warehouse and they have no control or insight, which is insane because I purchased the rug from Burrow. It's not my job to chase down who manufactures their products. If Burrow sells - and charges me for - the item, they need to follow through on the delivery. I am now being told it will be delivered by the end of October, which will be eight weeks since I ordered. I NEVER would have ordered this if I was told it would take 8 weeks. I want my money back. What a scam.

I bought an item that still shows as ready to ship in the website, but they actually don't have it in stock and they cannot tell me when it will ship. I am still waiting for a response to the cancelation request.