BurrowReviews of burrow.com

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!

Response from BurrowAug 7, 2025

Hi there, Thank you for sharing your experience with us. While we’re glad to hear you’re happy with the shelves now that they’ve arrived, we’re so sorry for the delays, the miscommunication around your original ship date, and the issue with the missing drill hole. You placed your trust in us to provide both quality products and clear, reliable updates, and we fell short on the service side. We understand how frustrating it is to have to follow up multiple times and take on the extra work yourself to make the product usable. That’s not the experience we want for our customers, and your feedback highlights where we need to be more transparent and accountable in the future. We appreciate your patience through this process and the honest insight you’ve shared. Please don't hesitate to let us know if there is anything else we can do to assist at [email protected]. Sincerely, The Burrow Team

Response from BurrowAug 7, 2025

Hi Sharon, We’re truly sorry for the experience you had with your order and the lack of follow-through on your delivery request. We understand how frustrating it is to not only have delays but also to feel like your concerns weren’t addressed, especially after you made the effort to coordinate timing. Your trust means a lot to us, and it’s disappointing to know that - particularly as a returning customer - we didn’t deliver the level of service you deserved. A member of our team has been in touch today to confirm with you if you would prefer we request a reroute of your order with UPS, back to our warehouse in the meantime. We look forward to continuing to assist with your order so we can help make this right. Sincerely, The Burrow Team

Response from BurrowAug 7, 2025

Hi Darlene, We’re truly sorry for the lack of communication and the delay with your media cabinet. That’s not the experience we want for our customers, and we completely understand your decision to cancel the order and go with another option. We appreciate you sharing this feedback and are sorry again for the frustration it caused. If there's anything else we can do to assist, please don't hesitate to reach out to our Client Experience team at [email protected]. Sincerely, The Burrow Team

Response from BurrowAug 7, 2025

Hi Stephen, We’re really sorry to hear about what happened with your couch and the damage it sustained. That’s a frustrating situation, especially after making an investment in new furniture, and we understand how disappointing it must be to feel like there’s no path to a solution. Unfortunately the manufacturer that was responsible for making our cushion replacements closed and went out of business unexpectedly this past year, and as a result, we are no longer able to offer cushions or cushion covers separately from their add-on seat modules at this time. We sincerely apologize for this inconvenience! We appreciate you taking the time to share your experience, and we’re truly sorry we weren’t able to provide the support you needed in this case. If there’s anything we can still do to help, we’d welcome the chance to revisit it with you. Sincerely, The Burrow Team

Response from BurrowAug 7, 2025

Hi Pippa, Thank you for taking the time to share such detailed feedback. We’re genuinely sorry for the experience you had - it’s clear that we missed the mark in multiple ways, and we understand how frustrating and exhausting that must have been. From the delays in shipping to the lack of timely responses and confusion around the return process, this isn’t the kind of experience we aim to provide. Our goal is always to deliver straightforward, dependable service and smart solutions at every step, and we know we fell short here. We also want to acknowledge how it felt to be told you’d be “sent to the back of the line” simply for following up. That response didn’t reflect the respectful, customer-first approach we strive for, and we’re actively working on improving how we manage high volumes of support requests so that no one feels dismissed or ignored. While we’re glad to hear the refund was ultimately resolved, it shouldn’t have taken that much effort on your part. Your feedback helps us understand where we need to do better, and we truly appreciate you holding us accountable. Sincerely, The Burrow Team

Response from BurrowAug 7, 2025

Hi Andrew, We’re incredibly sorry for the experience you’ve had. We understand how frustrating it is to place an order with clear expectations, only to face delays, confusion, and a lack of timely updates. That’s not the level of service we aim to provide, and we take your feedback seriously. We would love to learn more about your experience and your order so we can better connect you with our Client Experience team. Please don't hesitate to reach back out to our team at [email protected]. Sincerely, The Burrow Team

Response from BurrowAug 1, 2025

Hi Cindy, Thank you for bringing this to our attention. We’re really sorry to hear about the trouble with your assembly and the delay in getting a response from our support team. That’s not the experience we want anyone to have, and we completely understand how frustrating it is to be stuck with an incomplete setup and no clear path forward. We understand that our team has since been in touch directly to better assist with getting replacement pieces out to you. Our goal is always to deliver clever, stress-free solutions, and we’re truly sorry that we fell short here. We appreciate your patience and look forward to continuing to assist you however we can. Sincerely, The Burrow Team