Burrow makes furniture that works harder, so you can live easier.Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Burrow (burrow.com) has 553 customer reviews on Five Star Index, with an average rating of 2.6 out of 5.
Also known as
burrow.com
Website
burrow.com
Category
Furniture Stores
Location
New York, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 75% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Can mark it as 0 stars? I ordered 6 months ago and never received my furniture. The support team told me multiple times it was shipping soon, but it was all a lie. DO NOT PURCHASE from this company.
Response from BurrowSep 24, 2026
Hi Eric,
We’re sorry your furniture still hasn’t arrived after six months. Being told multiple times that it would ship soon, only to keep waiting, is deeply frustrating. We understand why you’ve lost confidence in the updates you received.
Please contact our support team with your order number so we can review the status and help you with a resolution, including a cancellation and refund if that’s what you prefer.
SA
Sam
Massive delays
I ordered a sofa sleep in April. The quoted lead time was ~4 months but we wanted the color so we committed. 4 months came and got a notice that it would be another 1.5 months. A few days before the commit date, I sent customer service a note and they said that they would not be able to ship by the new promised date, pushing out another month. I gave up and asked for a refund and they issued the wrong amount. No apologies after I canceled, by the way. In all, what a colossal failure of an order and a company.
Burrow was purchased by Havenly to offer stronger financial backing. It seems that they still need leadership that understands how to run an online furniture company.
Response from BurrowSep 24, 2026
Hi Sam,
We’re sorry for the experience you had as our goal is to make this as stress free an experience as possible! You waited through multiple delays, had to reach out for an update, and then received a refund amount that you say was incorrect. We understand why this has damaged your trust in us.
Please contact our support team with your order number so we can review the refund and resolve any discrepancy. We’d appreciate the opportunity to make this right.
CM
Craig M.
Why are you advertising so much when…
Why are you advertising so much when you can't fulfill your orders and don't answer customer service emails?
Response from BurrowSep 16, 2026
Hi Craig,
We’re sorry for the frustration you’ve experienced with your order and in reaching our Customer Experience team. We understand how seeing our advertising while waiting for both an order update and a response from our team would make the situation even more frustrating.
We’d like the opportunity to look into your order and make sure you receive the assistance you need. Please reach out to our Customer Experience team with your order information and reference this review so we can review the current status and see what we can do to help.
We apologize for the experience and appreciate you bringing this to our attention.
JF
Jeff F.
They have good designs and nice people a the local store
They have good designs and nice people at the local store. That's where it ends. Their ability to deliver within the time frame promised is REALLY bad. There's no communication up until they're late. Then they come back with and even longer delay time frame. For a store that has it's business model based on quick turnaround with design, they are in half before you get started. If you're good with waiting forever, delays with 0 communication, this is the store for for you.
Response from BurrowSep 16, 2026
Hi Jeff,
Thank you for the kind words about our designs and your experience with our local store team. We’re sorry, however, that the fulfillment and communication experience that followed did not live up to that same standard.
We understand how frustrating it is to plan around an expected delivery timeframe, receive little communication as that date approaches, and then learn that your order has been delayed even further. While unexpected inventory and fulfillment delays can occur, we recognize that proactive and transparent communication is incredibly important when timelines change.
We’d be happy to take a closer look at your order and see what we can do to help. Please reach out to our Customer Experience team with your order details so we can review the latest status and any available options.
We appreciate you sharing this feedback and are sorry for the frustration this experience has caused.
TG
Trey G.
3–5 days became 8–10 weeks after payment. Never again.
I would not order from Burrow again. We paid $2,527.57 on September 7, 2026 for a Nomad Velvet King Sofa with Double Reversible Chaise, relying on the 3–5-day estimate shown when we ordered. After payment, the timeline became 8–10 weeks, with the item backordered until mid-November. We felt deceived. A difference of that magnitude completely changes the purchase decision.
On September 10, customer support confirmed in writing that there was no physical stock available in any of their warehouses and that they had to wait for an upcoming production shipment. Their explanation was that website estimates change with live inventory updates. That explanation did nothing to address why we had been shown a days-long estimate before paying thousands of dollars for something they could not supply for months.
We asked them to address the discrepancy and provide a meaningful partial refund if we kept the order. They said leadership declined because the item was still following its UPDATED backorder lead time and had not passed its official delivery window. From a customer’s perspective, that is moving the goalposts: replace the original expectation with a much later one, then use the replacement timeline to justify doing nothing.
When we explicitly explained why that response was unacceptable, we received the same form-letter response again, including the same backorder explanation and refusal. It was dismissive, infuriating, and a complete waste of our time. Generic apologies are worthless when they sidestep the exact concern the customer raised.
We requested cancellation on September 11. Burrow acknowledged that morning that the cancellation had been processed and promised a full $2,527.57 refund to the original payment method. That acknowledgment still gave no refund processing date, transaction receipt, or timeframe for the money to appear, so we had to follow up yet again. Those details were missing when we first wrote this review.
We never received the sofa, so this review is about Burrow’s ordering, availability disclosures, and customer service. On those measures, this was an appalling experience. I would strongly advise anyone considering Burrow to get actual availability and a firm timeline in writing before paying. Their handling of our order destroyed our trust, and we are taking our business elsewhere.
Update, September 11 at 11:11 a.m.: After our follow-up, Burrow clarified that the refund is still queued, with an official cancellation and refund receipt promised within 2 to 3 business days. They say the $2,527.57 should appear 5 to 10 business days AFTER the refund confirmation email. The refund has not yet been executed according to their reply. This is a promised timeline, not confirmation that the money has been returned.
Response from BurrowSep 16, 2026
Hi Trey,
We’re very sorry for the experience you had with your order. We understand why seeing a 3–5 day estimate when placing your order and then learning that the sofa was backordered for 8–10 weeks would be extremely frustrating and would impact your purchasing decision.
We also recognize that our responses did not adequately address your concern about the difference between the estimate presented when you ordered and the availability communicated afterward. We appreciate you calling this out, and your feedback regarding how inventory and delivery estimates are communicated has been shared with the appropriate teams.
We can confirm that your order has been canceled and your full $2,527.57 refund has now been processed back to your original payment method.
Depending on your financial institution, it may take several business days for the funds to appear in your account.
We’re sorry that your experience with Burrow fell short, and we appreciate the detailed feedback you’ve provided.
JB
Josh B.
terrible customer service
after ordering a couch and not recieving an update on when it would be shipped for 8 days i reached out to customer service. 2 days later they emailed me back to inform me that the couch i had already paid for from their website was discontinued. they wanted to give me store credit and encouraged me to buy a more expensive option instead! a complete joke of a company do not order from here their website and customer service are both useless
Response from BurrowSep 16, 2026
Hi Josh,
We’re very sorry for the experience you had with your order. We understand how frustrating it is to place and pay for an order, wait for a shipping update, and then learn that the sofa you purchased had been discontinued.
We also apologize that this wasn’t identified and communicated to you sooner. Our website should accurately reflect product availability, and we understand your disappointment with the options initially presented to you.
Our team has reached out to you directly by email so we can work with you to find a solution. Whenever you have a chance, simply reply to that email and we’ll be happy to continue working with you from there.
We’re sorry for the frustration this experience has caused and appreciate the opportunity to help make things right.
LL
Laura L.
I cannot recommend Burrow AT ALL
I cannot recommend Burrow AT ALL. I purchased $4000 items from them in the Chicago store with a promise of 4 weeks delivered after dropping our order in 2 weeks. So within 6 weeks. The sofa and the coffee table did not arrive. We cancelled the sofa when we knew it could not arrive but they did not cancel the coffee table. Instead, we received a tall dresser, which they aggressively had us send back within 2 days and cancelled our coffee table order since we cancelled the sofa. Never again buying from Burrow. Customer service has been non-existent and we still have not received our refund of $2000 purchases that were never sent now over a month later.
Response from BurrowSep 16, 2026
Hi Laura,
We’re very sorry for the experience you’ve had with your order. Between the delivery delays, receiving an incorrect item, the subsequent cancellations, and now the wait for your refund, we understand why this has been such a frustrating experience.
This is not the experience we want for our customers, particularly after making such a significant purchase with us. We also understand your concern about still waiting for a refund for items that were canceled and never received.
We’d like to make sure the status of your refund is reviewed and any outstanding issues are addressed. We hope you'll reach out to our Customer Experience team with your order information and reference this review so we can take a closer look.
We sincerely apologize for the frustration and inconvenience this experience has caused.
SR
Simona R.
Buyer's remorse...
We ordered the Nomad sofa with ottoman in the beginning of June. It's September 6th and while the ottoman has been shipped in June, the couch is still not here. We e-mailed about ten times asking about it and they have no idea when it will be in their warehouse. At this rate God only knows when and if we will get the couch. We never experienced a modern company with such poor logistics.
Response from BurrowSep 16, 2026
Hi Simona,
We’re very sorry for the extended delay with your Nomad sofa. We completely understand how frustrating it is to receive your ottoman while still waiting months for the sofa it was intended to accompany, especially after reaching out multiple times without receiving a firm timeline.
While delays can occasionally occur due to inventory and fulfillment circumstances, we recognize that the communication throughout that delay is just as important. You should have had greater clarity about what was happening with your order and what to expect next.
Please reach out to our Customer Experience team so we can review the latest status of your sofa and make sure you have the most current information available regarding your order.
We appreciate your patience and sincerely apologize for how frustrating this experience has been.
