BurrowReviews of burrow.com

This is mainly shipping. I would buy from Burrow again if it wasn't for this horrendous shipping situation. The website said 3-5 days but weeks and weeks and weeks later there was no information on when it would arrive. To make matters worse your customer service email (no other sort of contact info I could find) is a bot. I just got the same stock answer, literal words, over and over (no matter when or what I asked). It responded with bizarre information (mentioning dates that had already passed, etc.) It was so beyond bad that it gave me this big picture dystopian vision of what a world run by bots, with no personal service, etc. is going to be. In other words, it was Sci-Fi level creepy. You basically took my money and gave me no path to understanding when I would get the product, no helpful information at all. In the end I like the chairs, but after months of bizarro-land I was moments from canceling the order when I got a notice they were even in stock. Weird. I'd lose the bots and tech as soon as you can, return to personal service.

The communication and shipping logistics were terrible. Ordered early Nov, told Jan arrival. Then 2 boxes arrive but no back, legs or hardware. Had to contact customer service. Told about another box coming, like 2 weeks after the first. Has the legs and hardware but no back. Contacted you (again) and *then* I get an email with 4 separate tracking numbers, 3 for packages that had already arrived. Send THAT email first and without being asked. How many packages and what are the tracking numbers? That should be a given, not something I have to repeatedly ask for.

Bait and switch regarding delivery timeline. First it was 4-6 weeks. Then 6-8. Etc. Ultimately took 3 months from order to delivery. Along the way I received no updates and had to contact Burrow to find out status. At one point, just after I contacted them for an update, I received an email that said the item shipped and provided a link for tracking the shipment but that link didn’t work and after contacting them again I found it had not actually shipped. Anyway, once it arrived, the sofa is nice enough. The back cushions are too soft as if they need additional stuffing. This is regarding an Ember Pro three seat sofa (96 inch) in sage green color.

- No phone support - No chat support - Email support reps not able to help correct Burrow errors - Burrow is unable to select the shipper that will be used - Only support option is to return the entire order if they are unable to deliver part of the order 10/07/25: Ordered an ottoman on Burrow.com. The website said the item was in stock with shipment in 2-5 days via a standard shipper like UPS. 10/14/25: Contacted Burrow via email (they have no phone number or chat available) as the item had not shipped. Received an auto-response that it could be 2-3 days before I would get a real response. 10/16/25: Received email from Burrow customer support: “Due to changes in our partner’s production and shipping schedule, your order is now expected to ship in late October to early November.” 10/29/25: Received a box labeled “Ottoman” delivered by UPS but it only contained the ottoman cushion and not the legs. 10/29/25: Contacted Burrow via email because tracking showed that a second package from Burrow was returned to sender by the USPS. USPS does not deliver to my physical address, and I have no idea why Burrow shipped something via USPS when their website says they use “normal delivery networks like UPS.” I again received an auto-response that it could be 2-3 days before I would get a real response. 10/31/25: Burrow customer support via email said “We’ll be sending you a replacement set of legs right away. Could you please confirm if you have an alternative address?” They also said: “Please note that replacement orders typically take 3–5 business days to process before they are shipped, depending on order volume. Once your replacement has been dispatched, you can expect it to arrive within 2–3 business days.” I provided a physical address and a PO Box number so they could use either. I explained that UPS and FedEX deliver every weekday to my physical address, and that USPS will only deliver to the PO BOX. They responded that they would ship the legs via UPS Ground to my physical address. 11/11/25: Emailed Burrow again and advised that I had not received the replacement legs or even a tracking notification. 11/11/25: Burrow notified that the package had been shipped to my physical address via DHL. They didn’t check the tracking or they would have seen that the package had already been returned to sender because DHL tried to use the USPS as their final carrier. As I had informed them previously, USPS only delivers to the PO BOX. I emailed and notified them. 11/13/25: Burrow supplied me with a link to an incredibly convoluted and inept return request form to ask to send back the ottoman. I responded by asking them why they couldn’t just ship the legs to my physical address via UPS. 11/14/25: Burrow responded with this incredible explanation: “Even though our internal team selected UPS Ground for this shipment, our fulfillment team manages all hardware orders in bulk, and the final carrier is automatically assigned based on their workflow, package volume, and regional availability. Because of this process, we’re not able to request or assign a specific carrier for individual items.” 11/14/25: I texted the following to Havenly Brands, Burrow’s parent corporation, at (415) 687-6139. That is the “text” number listed on their website. “Please advise how I can speak directly to a person via telephone regarding the inability of Burrow to deliver the legs for the ottoman I ordered over a month ago (Order 100141).  Thank you.” I have not even received an auto-response to that text. Havenly Brands, however, did delete a comment I posted on a business social media app that questioned how they could refer to Burrow as “best-in-class” without phone support or chat support or same-day support of any kind. 11/14/25: Burrow emailed to offer to send the legs to my PO BOX. This is the third delivery attempt. 11/21/25: The legs arrived and we assembled the ottoman. It looks good and is more comfortable than the matching Nomad sectional we ordered earlier this year. I’m not sure but I might end up ordering from Burrow again but only because they have the matching items in camel leather that we want. I rate the furniture a solid 4 out of 5 mainly because of the look of not the comfort or functionality. I do hope they improve their logistics and customer service and shipping knowledge and performance.

I haven't received the much anticipated couch because I have just been told my order, scheduled to arrive the first week of November, will now not arrive until January. I think I paid for this item in September? To compensate for this delay, I was offered a 10% refund. That's really not much of an incentive given I am currently sans couch, and the first four boxes (arms, pillows, corner base, corner back) arrived in October and are now occupying the middle of my living room. While the company's responses have been polite, it takes three days (minimum) for every email to be answered. A friend has this couch, it's very nice. They recommended the extra padding, so that's what I ordered. I may not have had I known it would take four months for a small sectional couch, one I have to build myself. The only reason this is a two start and not a one star is I opened the box with the bolsters and they are a beautiful color and the material is super soft (velvet). I'm not sure this $3K "on sale" couch is worth a proposed four-month wait, especially with the holidays approaching.

There was over a month's delay on our couch. We were quoted 5-7 weeks, and it came after more than 2.5 months. This would have been okay if there had been proactive communication about delays, but I had to reach out to get any explanation about a delay even existing. The last thing was somewhat minor, but we were given a swatch of our couch fabric when we purchased the couch. When the couch arrived, it did not match the swatch we were given (and had planned our room around). It had a more gray undertone, whereas the swatch had a more black undertone.

The couch itself is great. Well made, comfortable, everything we wanted. But the delivery situation is bad. It says online it will ship in 8-10 days. It does not. After over a month we followed up and they said parts weren't in and they'd notify us when it shipped. Another month passed and we followed up again. It wasn't until we requested a refund and reported fraud to our credit card that our couch actually shipped. I don't think Burrow is a scam but I do think it's a very poorly run company. I'd be too nervous to order from Burrow again.

Order In July, got most of he love seat parts on 10/29 and I'm missing the legs. The love seat seems well made and was fairly easy to put together with two people.