BurrowReviews of burrow.com

I received good communication and support from customer service but the replacement part sent actually doesn’t fit. The screws are the wrong size. I added some washers I had to make it work good enough for now.

After doing quite a lot of research on furniture that would fit in my small living room space I ordered a Nomad leather sofa with chaise on Wednesday, September 3rd. I received an order confirmation, but no other real updates until two weeks later on Wednesday, September 17th some of my sofa arrived unannounced. Luckily I was home and started to put it together right away. It turns out I was missing the arms of the sofa and a set of legs. I emailed their customer service the same afternoon and got a reply on Sunday, September 21st. Customer service was friendly and told me they emailed the operations team for an update. On Friday, September 26th I received an email stating that my items would be shipped as soon as possible, but no information on when that would be. On Tuesday, September 30th I inquired if there was a shipping date set and asked for a discount or partial refund for the inconvenience. I never got an update on the shipping dates, but Burrow did give me a $50 partial refund. On Monday, October 6th I hadn't heard anything, so I asked for another update. After not getting a response I asked again for information on Thursday, October 9th. On the 10th I was told that customer service was following up with the operations team again to check on the missing components. Finally, four weeks after receiving the first 75% of my sofa I got an update that the operations team had the pieces and they should be shipped to me any day now and I should receive tracking information shortly. The information I did receive was the tracking number for the pieces of furniture I had already received, but I was patient and trusted the process. Finally, on Wednesday, October 22nd the missing pieces arrived! The sofa looks great and fits well in my space. The seats are rather firm, but I don't mind that and would rather have cushions that can break in than ones that are too soft. Putting it together was easy enough and rather intuitive. Overall, if the shipping and customer service experience was better I would give the furniture 5 stars.

Bought the low dresser. Shipping took forever and we had no tracking info for 4 of the 6 packages. But while installing, the middle railing hardware are misaligned so the dresser drawers on one side stick out more than the other.

Only part of this order was delivered when it was supposed to be (2 boxes of 3) which meant that the back and bottom of dresser did not arrive. Customer service was very slow to respond by email and the phone number listed on the website was out of order. It is incredibly frustrating not to be able to contact the seller when an order is not properly processed.

I received part of my order right away. It was quickly put together and I like it. The rest of my order has apparently not been shipped and there is no information as to why. Some notification would be nice.

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.

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.

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.