BurrowReviews of burrow.com

Response from BurrowOct 9, 2025

Hi Karen, We’re so glad to hear you’re loving the comfort of your new loveseat and that setup went smoothly with a helping hand! That said, we completely understand how frustrating the communication gaps must have been, and we’re working to improve our order update process so customers stay better informed every step of the way. Thank you for sharing this helpful feedback!

Response from BurrowOct 7, 2025

Hi Tom, Thank you for sharing this feedback! We understand that some fabrics aren’t available across every product or as individual swatches, and we apologize for any disappointment this caused. We've passed your feedback along to our product team, and if you’d like help finding a similar shade or texture, please reach out to [email protected]. Our team would be happy to recommend alternatives!

Response from BurrowOct 7, 2025

Hi Susan, Thank you for taking the time to share your concerns with us. We completely understand how frustrating the delays are, given that you were expecting your media console to arrive in only a few days. The extended wait and inconsistent communication you described are not the level of service we aim for, and we’re truly sorry for the poor experience. That said, we were able to locate your order with the information you provided, and have looped in our Customer Experience Team to assist further. Please be on the lookout for a follow up email from them! Your feedback on proactive communication is important, and we’ll be sharing it with our Leadership team as we continue to evaluate ways to make our post-purchase experience more seamless and customer-friendly. We truly appreciate your patience as we work through this with you!

Response from BurrowOct 5, 2025

Hi Laura, Thank you for sharing your feedback! We understand how disappointing it must have been to discover the leather didn’t fully wrap around the cushions, and we appreciate you bringing that detail to our attention. We’re also sorry for the delay in receiving the legs and instructions, and we’re glad they’ve since arrived. We’ve shared your comments with our team to make product details and delivery expectations clearer moving forward. We appreciate your patience and hope you’re still able to enjoy your new piece!

Response from BurrowOct 5, 2025

Hi Andres, Thank you for taking the time to share your experience. We’re so glad to hear you’re loving your Ember sofa and that it’s living up to your expectations in comfort and quality. That said, we completely understand how frustrating the delivery confusion must have been, and we’re reviewing how carrier information is communicated to make tracking simpler and clearer for future orders. We hope to have another opportunity in the future to restore your confidence and provide you with the level of service you deserve!

Response from BurrowSep 29, 2025

Hi Ron, Thank you for sharing your feedback. While we’re glad to hear that you had such a positive experience at our showroom, we’re sorry to hear that the Gimlet chair & ottoman didn’t meet your expectations in terms of comfort and ease of use. If you haven’t already, please feel free to reach out to us again at [email protected]. We’d be happy to revisit your order with our Customer Experience team to see if we can find something that might be a better fit. We’d love the chance to make sure you’re fully happy with your purchase!

Response from BurrowSep 28, 2025

Hi Stephanie, Thanks for your feedback! We know delays and unclear instructions can be frustrating, and we’ll be passing this along to improve the experience. We’re glad to hear your sofa is the perfect fit in terms of size, comfort, and features, and we hope it brings you many years of enjoyment!

Response from BurrowSep 7, 2025

Hi Christopher, Thank you for sharing your experience! We’re truly sorry for the confusion and concern caused by the initial issues with your Span sofa order and the lack of accurate status updates on our website. We completely understand how frustrating it must have been to see the order marked as delivered without clarity on the actual shipment. That said, we’re glad to hear that our Customer Experience team was able to follow up with the correct shipping details and that your order ultimately arrived in good shape! Your feedback about the website's order status features (especially for multi-part orders) is incredibly valuable, and we’re actively working on improvements to ensure this process is more seamless moving forward. We truly appreciate your patience throughout this experience and your willingness to update your review once things were resolved. We hope you enjoy your new pieces for years to come, and we’ll continue working to make sure future experiences feel smoother from start to finish!