BurrowReviews of burrow.com

Response from BurrowOct 24, 2025

Hi Johanna, We appreciate your feedback and are glad to hear you’re enjoying the first part of your order! We also apologize for the lack of communication regarding the remaining items. That isn't the level of clarity we aim to provide, and we’ve escalated your concern internally. A member of our customer experience team will be reaching out shortly with an update on your shipment! Thank you or your patience while we work to get your items to you as quickly as possible.

Response from BurrowOct 24, 2025

Hi Carol, Thank you for the honest review. We’re sorry your order arrived later than expected and that communication along the way fell short. Your feedback is important, and we’ve shared it with our logistics team to help improve our update process and ensure a smoother experience moving forward.

Response from BurrowOct 24, 2025

Hi Edward, Thank you for sharing your experience with us. We’re truly sorry for the difficulty with delivery, but it looks like your original table was unfortunately lost in transit. We have confirmed that a replacement has since been issued, and tracking information has been shared with you. We appreciate your patience as it makes its way to you, and we hope that you’ll be enjoying the full dining set very soon!

Response from BurrowOct 24, 2025

We’re truly sorry for the experience you had. The level of delays and lack of clear communication isn’t acceptable or reflective of the standard we aim to uphold, and we’ve escalated your feedback internally so our team can review what went wrong and strengthen how we manage communication and refund timelines moving forward. We hope that we’ll have another opportunity in the future to restore your confidence and provide you with the level of service you deserve!

Response from BurrowOct 24, 2025

Hi Kelly, We’re thrilled to hear that you’re loving your new sofa, and that it fits perfectly in your home! We also appreciate your feedback about shipping communication and the pillow design. Your input is so helpful as we continue improving both our designs and delivery experience, and we'll be sharing both with our product and logistics teams.

Response from BurrowOct 22, 2025

We’re so glad to hear that, Jacqueline! Providing great customer service is something that we take pride in, and it means a lot to know that it came through in your experience.

Response from BurrowOct 22, 2025

Hi Jennifer, We’re so sorry for the frustration you experienced while waiting for your order, and we completely understand how disappointing it can feel when the timeline doesn’t go as expected. We did want to confirm that tracking details were sent, and according to the carrier, your items have now been delivered. That said, we never want our customers to feel misled or unsupported, and we truly apologize if our communication fell short at any point. We’re actively working to improve how we provide shipping updates so experiences like this are clearer and more seamless in the future!

Response from BurrowOct 22, 2025

Hi Aaron, We’re very sorry to hear that assembly was so difficult and that the sofa didn’t meet your comfort expectations. We understand how frustrating it must have been to deal with unclear instructions and improperly drilled holes, and your feedback has been shared internally to help improve both quality control and the assembly experience. We truly appreciate you taking the time to share these details, and we hope to earn your trust again in the future.