BurrowReviews of burrow.com

I ordered two different things from Burrow at two different times and both items took way longer than the original promised delivery date. For a company’s who slogan guarantees fast shipping that is really something they shouldn’t be messing up so bad. I ended up cancelling one order because I was tired of waiting. The second order ended up taking 6 weeks when it was suppose to ship right away. There was no communication on any of this either beyond a confirmation email I received when I placed my order. I was totally in the dark and was forced to reach out to customer service for any sort of update. Their customer service is slow, often vague in their responses and ignored my request for a partial refund the first time I asked. My product did end up showing up at my door (never received tracking info so I was shocked when it did). We built the table easily, it appears very nice quality and it is beautiful. However, it has already got a tiny chip after a week so I’m hoping that is a fluke and not a common occurrence. All in all, I’m keeping my table, but I won’t be ordering from Burrow ever again.

I really liked the look of the bed which is why I purchased it. I placed my order and received a confirmation, my cc was charged and then ...silence. I tried chatting with the bot since the website has no direct email or phone # for customer service. I finally received an email giving me an estimated ship date. I then got an email with a tracking number that didn't work. The same day the bed showed up - or at least 2 pieces did. Boxes continued to be delivered on a daily basis although I never knew when they were coming or how many to expect. (tracking number still not active) Finally 2 days ago the final pieces arrived and I was able to assemble the bed. It went together easily and looks great.

I ordered four dining chairs and two counter stools in the Haiku design. They arrived quickly in three heavy-duty cardboard cartons, very securely packaged. I was immediately impressed with the solidity, the weight, of these chairs. They are not flimsy. The cushions were perfect (fabric for dining chairs, leather for counter stools). Assembly was easy, 16 bolts/ chair and an additional two screws for each counter stool. I had zero trouble with the hardware; everything fit as it was intended. I can’t imagine pre-assembled furniture any more well built.

Burrow sent me half my couch with no explanation. Then 5 weeks later, after multiple emails to customer service, I received the second half. This order was missing a vital back panel to the couch. Burrow is now sending me the piece, but the ordeal has been frustrating.

I ordered two Vesper Lounge Chairs in Papyrus/Oak. One worked well, but the other has an issue with the backrest not locking into place. I reached out to Burrow six days ago, sent a detailed message, and included a video showing the problem. Their auto-reply said I’d hear back within 2-3 business days, but I still haven’t gotten a response. For the price, I expected better quality and faster customer service. Pretty disappointing experience overall.

We like the furniture. Just took forever to get here and the communication was very bad.

Item was delivered in two weeks.

I have two rooms full of Burrow furniture and I appreciate the quality. However, I have experienced multiple shipment delays over several orders which extended into months. The company fails to maintain accurate ship dates on their website and neglects to keep the customer updated with realistic shipment dates post-purchase. There is no customer service number so speaking to a real person is impossible. The customer service rep I worked with sent scripted updates with vague responses until I contacted the Better Business Bureau. I’ve been in the supply-chain industry for decades and I grapple to understand how this company stays in business. Suggestions: 1. Keep your website shipment dates realistic – if I buy the chair knowing it will take two months, then I know what to expect. 2. Hand the customer service reps a few phones – and then answer them. I regret to say that I will be shopping elsewhere from now on.