BurrowReviews of burrow.com

I’m frustrated with lack of organization and terrible communication with Burrow. They’ve made several mistakes and I am still missing my pillow cover which they promised would ship by 12/8/23. They are now ignoring my texts and emails. No one answers their telephone - the voice mail instructs me to leave a message and that they will get back to me within 4-5 business days. This is an ordeal. The sectional I ordered did arrive, though the holes didn’t line up correctly so I’m nervous about sitting on it until I can find someone to help me try to assemble that one section. The bottom fabric arrived ripped on one of the seats. I can’t imagine trying to get anything replaced so I’ll deal with it. They still owe me a $60 pillow cover.

Ordered a couch in October 2023, still have not even received a shipping notification. Terrible customer service despite multiple emails regarding the shipping date. Buyer beware.

Burrow modular couches are advertised to be expandable. As a young professional who often moves, this was a huge plus, and convinced me to buy the sofa, which would be flexible to expand in new spaces. I purchased a Nomad Loveseat in 2021. Fast forward to 2023. Burrow had a factory shut down in the beginning of August 2023 that produces parts for the Nomad Sofa, but does not notify consumers looking to buy their products. Meanwhile, at the end of September, months after the factory shut down and they still had no parts for the Nomad Sofa, their associates photo-verified my couch and placed my expansion order through their backend system, without any notification of potential delays or not currently having the parts to fulfill my order. Over a month later when my shipping date came due, I noticed that my couch pieces weren't shipping. No notification came (surely if there were severe delays and fulfillment issues, they'd contact me? Nope.) so I reached out. It has now been a month of me reaching out nearly every day and no resolution has been offered. Instead, I have been passed from associate to associate and am told that I can cancel my order or wait an indefinite amount of time for them to potentially provide me a timeline of when they might expect new parts. Meanwhile, they charged me thousands of dollars, and I already have this loveseat, purchased only 2 years ago, that can no longer function as advertised (to be expanded), with renders my original purchase moot. My only option is to either throw out this couch and buy an entirely new sofa somewhere else that will actually fit my space or wait and try to preserve my original investment and hope that MAYBE they will get the parts, though I'm doubtful I'll ever hear back from them about it given the months-long delay in customer service replies and rampant disorganization of the company - from the customer side, it appears that they are employing these terrible practices in the hopes that duped customers will stop contacting them eventually. They purposefully don't list their phone number online so you can't talk to an actual person live - all you get is a severe delay in their email replies, you rarely talk to the same agent twice, and if you do connect with someone, they do not acknowledge any wrongdoing and tell you there's nothing they can do. Meanwhile, the actual couch that I'm trying to build - the Nomad 4-piece corner sectional, is in stock and ready to ship, because the new couches no longer use the old latches that are currently out of production with the factory closure. I offered to buy a WHOLE NEW COUCH if they would just help me by providing a store credit to help subsidize the couch so that I can buy it for the price of the parts I was trying to purchase in the first place, but are no longer available, as a way to rectify the situation that Burrow created in the first place. This seems to be a reasonable ask, given that my original purchase can no longer function as advertised within 2 years of buying it, an associate photo-verified my couch and placed my order while the company knew the factory had shut down months prior and gave no warning and no notification when the parts inevitably were not available to ship, and I've had to email them almost every day for a full month to get any sort of response (still waiting for any sort of resolution - I purchased these parts in late September). I was told all they could do is let me wait an indefinite amount of time to maybe get a timeline about potential parts or cancel my order, which again means my original couch investment is rendered void, since the reason I purchased it in the first place was because it could be expanded as advertised. I've never interacted with a company with such abhorrent service and dishonest practices. Stay away from this company.

I placed an order in October 2023 contingent on everything arriving by mid December as advertised. One item showed it would ship sooner and the others later but I was assured they would all arrive as indicated on the order. I checked in when the first item was late to make sure all items would arrive by mid December - stating clearly in the email string I have - that if everything could not arrive by mid December not to bother shipping the late item because per policy I would prefer to cancel the whole order since nothing had shipped. Rep said they would prioritize my order and promised all would arrive by mid December - and went ahead and shipped the late item, which is currently in transit and expected Tuesday December 5. SO… Within days of this assurance that everything would arrive by mid December - the email came… so very sorry there’s a supply chain problem the rest of your order won’t ship until December 22 or later... Well, no. I’ve made arrangements to donate my current furniture, family is coming for the holidays, and I’m out $4200 and have to deal with a partial shipment - will need to refuse it at the driveway - I’m a trauma therapist so I’ll be needing to interrupt a session of someone wanting to die in order to stop delivery. This is stupid and frustrating. I’ve let my credit company know via dispute process and I absolutely refuse to pay a single cent for any of this - but still have to put more time into dealing with it. I’ve emailed customer service three times since the so very sorry email - letting them know they need to figure out the entire refund asap and reroute the item they shouldn’t have sent and - no response. I wish I had come to Trust Pilot or Reddit sooner - I now realize this was not a good company to buy from. So, “Dear Burrow: You knew you couldn’t deliver as promised - supply chain issues don’t fall out of trees - and so you should not be having reps make assurances and marketing so hard via so called sales and misleading if not lying to new customers - placing us in an endless delivery queue with a drop off of customer service - when you can’t manage the orders and customers you have. Give me my money back so I can shop someplace reputable.” Beware people looking for furniture from this company.

Disappointing so far. I placed a big order. A five piece sectional with an accent chair and its accompanying ottoman. The ottoman arrived minus small hardware needed to put it together securely. The chair’s construction is slightly askew making it impossible to add the last acre to secure the back. These are small issues. This can happen with any company. The problem is there is no one to call for help. Email support claims a 24-48 hour business day response. It’s been 3 business days now. You can leave a message also with a 3 day response time. We’ll see how long that takes. This is poor post fulfillment customer service.

I passionately hate your product and customer service. Assembly instructions are a joke. They are not detailed about h and prone to errors that require to take pieces apart and do it again. By far the most disappointing purchase we have made.

If I would give zero stars I could. The quality is just ok. Two pieces in my order were defective and had to be replaced. But when I say replaced, that would assume they arrange to take the defective parts back. They don't. I was told I am free to "keep, donate, or dispose of them." Now I don't know about you, but I do not have any reason to keep defective couch parts. I don't imagine there are charities that take donations of defective couch parts. So that leaves me to, I guess, drive them over to the dump and throw them out? This place is terrible - would never order again

"Ready to ship" means in 4-6 weeks. This company is sloooooow. Placed two orders- 9/8/2023 and 9/12/2023. It is 10/4/2023 and neither has shipped. I call BS.