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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Didn’t ship in yet it’s been over a month since I ordered and it was supposed to be shipped within 5 days. There’s not even an estimated date
Response from BurrowOct 7, 2025
Hi Melda,
Thank you for sharing your experience. We understand how frustrating the delays to your order must be, and truly regret any inconvenience caused. It looks like your order experienced a longer lead time than expected, and our team has been in touch with updated shipping details. We’re actively working to get it on its way as quickly as possible and appreciate your patience in the meantime!
LM
Laura M.
Cushions not fully covered
Cushions not fully covered. I really would have liked to know in advance that the leather did not go all they way around on the cushions. This info is not clearly stated on website. Sadly I cannot flip them so will have to be extra careful. Truthfully I might have ordered differently. Delivery was ok. Would have liked to know that the instructions & legs were in a separate box and they came 10 days after 1st delivery.
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!
TI
Tish
Not Worthy of the Rave Reviews in My Experience
I selected Burrow after exhaustive online research and based on their designs, price point and positive reviews, especially regarding the speed of delivery and great customer service. Not my experience. I had to wait over a week to hear back about my order inquiry, to learn that it was of stock and that it would not be *back* in stock until mid-November (I ordered September 20th), which then does not include how long delivery would take. So no product, but of course my credit card was charged immediately. Why not just simply list on the website when a design/color/fabric is out of stock, saving potential customers a headache and a delay in a refund (7-10 days, which, when you're talking close to $2000 is incredibly inconvenient.) Sorry folks, not impressed.
Response from BurrowOct 5, 2025
Hi Tish,
We appreciate you taking the time to share your feedback, and we’re truly sorry to hear about this experience. It looks like the sofa you ordered went out of stock shortly after your order was placed, and we recognize how disappointing that is, especially given your excitement to receive it.
We’re actively working to make stock visibility clearer on our website to help prevent experiences like this in the future. While we understand you chose a refund this time, we truly appreciate the opportunity to have earned your business and would love the chance to improve your experience should you consider us again in the future.
RY
Raghavi Y.
So far so good
Every time I reached out to the customer care, they have been very helpful. Just got the couch delivered and installed, hoping it holds up as expected!
Response from BurrowOct 5, 2025
Hi Raghavi,
Thank you for sharing your experience! We’re so glad to hear how helpful our customer care team has been along the way, and are even more excited that your new couch has arrived. We hope it brings comfort and joy for years to come!
KC
Kristen C.
Love it
Helpful customer service. Lovely product.
Response from BurrowOct 5, 2025
Hi Kristen,
Thank you so much for your kind words! We’re delighted to hear that you love your new piece and that our customer service team was helpful throughout your experience. We truly appreciate your support!
AR
Andres Rodriguez M.
We love our Ember sofa… but
We love our Ember sofa… but. It’s well constructed and comfortable. Assembling it was easy, once you got the instructions. I’m giving it 4 stars because the delivery process was messy. The order said UPS ground for the 5 boxes, but 2 of them were impossible to track with the given order links or numbers because they use 3 different carriers but they don’t say that in the order. We were concerned that 2 boxes were missing, and there wasn’t a phone number you can call and the email response is very slow. The response came 5 days later.
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!
MA
Maria
The sectional is beautiful but missing parts
The sectional is beautiful but it is missing 6 legs. I got an email today explaining that will tale about 4 weeks to send the missing legs to us. 😩 sectional is on the floor with no legs. Communication tales to many days. Missing part should be ship same day
Response from BurrowOct 1, 2025
Hi Maria,
Thank you for sharing your experience. We’re so glad you’re enjoying your new sectional, but we’re disappointed to hear it arrived without all of the legs. We understand how frustrating it must be to have it sitting on the floor, and our team is working to get the missing legs shipped to you as quickly as possible!
We expect them to ship within 1–2 weeks and will keep you updated along the way. While we know this doesn’t erase the frustration you’ve experienced, we hope to turn things around and restore your confidence in us. Thank you for giving us the chance to make it right!
JM
Jennifer M.
Shipping and communication problems after ordering
I ordered a sofa and an ottoman.
The delivery estimates for these were 2-5 days and 5-7 days.
I had no emails after the order.
After 8 days I reached out to ask. As it was a Saturday, there was no reponse. The website directed me to a Help page, but that led to an Error page.
I initiated a charge-back from my Chase Bank Visa card because no product had been received.
I also took the option on the Burrow website to cancel.
On Monday, their rep emailed around 10am to confirm that the cancellation was accepted. I could see in the shipping link that the furniture had not shipped.
About 2 hours later, I got an email saying that was a mistake, and that I couldn't cancel, and that the sofa had shipped.
The shipping link said that no ticket had been created yet, so I emailed back that information and asked them to stop the shipment.
They emailed me again and said it was too late--it had shipped.
At that point I saw that a shipping label had been created (after his email) but the furniture hadn't been picked up yet.
Soon after that, the sofa left the facility and was on its way to me. I emailed again, citing the timing, and asked them to call in a return-to-sender.
They ended up calling back the shipment, and I saw in the tracking that it was eventually returned to Burrow.
They could improve by adhering to their shipping estimates, communicating early and often after a purchase, and having weekend customer service.
After looking into the Burrow reputation a bit more, I see that they have poor ratings on Better Business Bureau and inconsistent quality, so I'm glad I was able to find something else.
Response from BurrowSep 29, 2025
Hi Jennifer,
Thank you for sharing such detailed feedback. We understand how frustrating it must have been to experience delays, limited communication, and confusion around your cancellation request, and while we’re glad to see that your order was ultimately canceled and refunded as requested, it’s clear we could have handled things more smoothly from the start.
We’ve shared your feedback with our team, and if there’s anything further we can do to support you, please don’t hesitate to reach out directly at [email protected]. We’d love the chance to earn back your trust in the future!
