BurrowReviews of burrow.com

We love the new table and chairs. Everything is excellent quality and easy to assemble. Very solid. The issue was the 8 chairs took 2 months to ship, and we had to ask customer service about the delay. They were not very helpful. When you have spent that much money, customer service should be notifying you of the delay.

Lots of confusion around delivery times and the only way to communicate was via email. The “people” responding to the emails don’t know what’s going on and gave a variety of answers when I asked about the delivery times. When I ordered, it said the couch would be delivered in 2–4 weeks. Then I was told it would actually be closer to four months for ALL of the parts to be delivered. I refused the delivery and will buy furniture from a company with better customer service.

It came damaged but luckily is facing behind so it's hard to notice. Didn't want to return because I needed the console and it was too much work to send it back

First, I ordered a couch. I needed it quickly, so I picked the color and cushion type that would ship between 2-5 days. After a week of no shipping confirmation, I reached out to be told the information on the site was wrong and it would not be available to ship until a full month later. When that month had nearly passed, I had to email Burrow twice over two weeks just to confirm it was still shipping. After finally receiving the couch, the boxes were in tatters. You need the boxes to return it, and these were unusable. After I received the couch, I ordered a bench, thinking that it was just a snafu and the bench would be easy. The bench shipped quickly, the boxes intact. However, it arrived without any connecting hardware or legs. So now I need to wait another week+ just to use the bench. The couches are fine. Nothing amazing. But their slow customer service, inaccurate website, and awful warehouse/shipping situation means you are better off shopping elsewhere. As per usual, good brands being acquired by bigger companies (Purchased by Havenly at the end of 2024) results in lower quality and worse customer service.

The people at the store in Chicago! Everyone was so incredibly helpful, knowledgeable and patient!

Love the product - but the shipping policy & customer service is unacceptable. I didn't receive my dresser for 1.5 months. No one could provide any real time information. I have no idea how that's possible. The fact that you can't call anyone - & have to wait DAYS for an email response - is unacceptable.

Products are good but if you have no customer service for an online shopping experience it’s pointless to have solid product if there are companies who do the same with better customer experience. I decided to go to Ashley’s after no response from Burrow about a simple question… are the dinner chairs scratch resistant…

Knocking off 2 stars for customer support towards the end of the process. We initially wanted to add to our current Nomad sofa, but Burrow no longer had those pieces in stock so they offered a discount towards a new sofa. We greatly appreciated that and decided to purchase the 5-piece Range. Customer support was inconsistent and this person kept evading my question about the configuration I wanted. Then they sent me an invoice for full price (which was corrected later). Our order arrived promptly after 1 week. Five boxes arrived and after setting up the sofa, we realized the connecting hardware and all the legs were missing. I emailed customer support that evening asking them to verify/confirm that the missing parts were shipped and if not to please send them. I still haven't received a response a week later. Luckily a separate box showed up the next day with the missing pieces along with the instruction manual. What if that box didn't show up though? We'd just be waiting in limbo? It was really nice of them to offer the discount, but customer support is lacking.