BurrowReviews of burrow.com

Response from BurrowSep 29, 2025

Hi Terri, Thank you so much for sharing your experience! We’re thrilled to hear that you’re happy with your Opera media console and that it arrived so quickly. We also appreciate your feedback about the depth of the cabinet in relation to your audio equipment. While it sounds like it may not work for your original plan, we love that you’ve already found a creative alternative use for it as a bar! It’s such a versatile piece, and we’re glad it’s still bringing beauty and function into your home. If you’d ever like assistance exploring other storage or larger media options, don’t hesitate to reach out. We’d be happy to help!

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 28, 2025

Hi Jodi, Thank you for sharing your experience. We understand how frustrating it was to face delays on an item listed as “in stock” with a 2–5 day window, and we’re sorry the process wasn’t as seamless as promised. We also hear your feedback on the assembly. While our modular pieces often ship in multiple boxes, we recognize that the site description didn’t set the right expectations, and we’re working to make that clearer. We’re glad you’re happy with the piece itself, and if there’s anything more we can do to support you, please reach out to us at [email protected]!

Response from BurrowSep 28, 2025

Hi Claire, Thank you for taking the time to share your experience. We’re truly sorry to hear about the challenges you faced with both delivery and assembly. That’s not the standard we strive for, and we take your feedback seriously. On top of the delivery mix-up and delay, we understand how frustrating it must have been to receive your sofa with fabric issues and assembly challenges, especially given the investment you made. While we know this doesn’t undo the frustration, our team is committed to ensuring you feel heard and supported. Please be on the lookout for a follow-up email from our Customer Experience team!

Response from BurrowSep 28, 2025

Hi James, Thank you for sharing this feedback. We’re very sorry for the long wait on your order and the difficulty you’ve had getting clear updates from our team. While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates, and our team would really love the chance to make things right. We've sent you a request for additional information so we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team so that we can provide you with the most accurate, up-to-date information regarding your order!

Response from BurrowSep 28, 2025

Hi Cassidy, Thank you for sharing your experience. We can only imagine how frustrating it must feel to be left without communication after placing such a significant order, especially with your delivery window passing and your attempts to reach us going unanswered. That’s not the experience we want for our customers, and we're truly sorry for any stress this has caused. That said, we can confirm that all eligible items from your your order have been canceled and refunded in full. We've also passed your feedback along to the appropriate team to make them aware of potential pain points on the customer journey. We understand that you opted for a refund this time around, but we’re thankful for the opportunity to earn your business, and would love a chance to improve your opinion of us in the future should you ever need our services again!

Response from BurrowSep 28, 2025

Hi Ali, Thank you for taking the time to share such detailed feedback. We completely understand how frustrating it would feel to order a "ready to ship” item with a clear delivery timeframe, only to be met with vague updates on your order's status. That’s not the level of service or transparency we aim to provide, and we're truly sorry for the stress this has caused. We’ve flagged your review with our Customer Experience team so they can follow up with you directly and provide a clear resolution, so please be on the lookout for communication from our team! Your patience is greatly appreciated, and we're committed to getting this resolved quickly for you. We’d love the chance to restore your confidence in us!