BurrowReviews of burrow.com

The shelves were lovely once they arrived. We purchased them and were given a “ship by” date of within 3 weeks that came and went. We reached out, and were told that the “ship by” date we were quoted was 5-7 weeks, which was untrue; we would have been fine waiting, but would have liked some honesty about the change in expected wait. However, we waited until 8 weeks had passed, reached out again, and were finally told that the item had not been in stock the entire time, and would be restocked that week. The item finally arrived after 9 weeks, and one of the pieces was missing a drill hole that I ended up drilling in myself. We ended up doing most of the coordinating, and the customer experience lacked transparency and accountability. For the price, we might have gone with another company for equal quality and better service.

My Nomad blue velvet coach was simply stunning. Less than one month out, the chaise cushion started to sag. Burrow replaced it and I was thrilled. Then it happened again. Now less than two years later it looks awful. I am not an oversized person and sofas should last 10 years. I deeply regret this purchase. Burrow won’t let me review on their site so I’m reviewing here.

Edit: My issue was ultimate resolved when the individual who received my sofa drove to my house to tell me they had a strange pile of boxes with our street number on them. Burrow finally responded five days later, at which point the sofa would have been destroyed by exposure or stolen if not for that kind individual. They offered $50 for the hassle, but were too unreachable to actually help when we needed them. We DO like the sofa, although assembly was harder than indicated. It’s perfect for our home office. However, it’s not good enough to negate the terrible customer experience not the fact that Burrow deliberately doesn’t have a phone number you can call. I won’t be purchasing from them again. Original Review: Four days ago, I received notification that my sofa was delivered, accompanied by pictures from FedEx of the packages in front of someone else’s house (they weren’t delivered to me). I have tired to contact Burrow via email, text and Facebook and have been totally ghosted. This is a $2k order that was never delivered to me.

We've had a Burrow Nomad sectional for a little over three years and today is the day we are replacing it finally. I tried writing this review on their website but of course they gave me no option to, even with an order number. Pros - It looks good. Cons - It broke down quickly. The base units fabric have all torn because the springs aren't strong enough to support a 180 pound man. The Pillows have all lost any support and look smooshed now. - Not comfortable. It's ok to sit on for an hour or so while talking, but definitely not for a living room. We've been having neck and back problems from it for years now. - Lots of pilling from the fabric so you constantly have to shave it with a pilling machine. - Not sturdy enough to stay in place. It's super light so every week it slides backwards 6+ inches. Constantly having to push it forward. We have two futons in the basement and they are each heavier. - Cheap parts. When I took it apart to move it to the basement den this morning some latches attaching the backs to each other literally fell off. It looked great in our living room but I'm happy to not be using it regularly again!

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.

The product is OK. But because I had trouble putting the sofa together and wrote a negative review, their customer service people are now harassing me. I guess they think they can get me to change the review -? But they have only made me that much angrier.

Burrow positions itself as a next-generation hyper-configurable furniture provider. It has start-up feel with a stream of exciting emails on what to expect and what else to buy that commenced as soon as we ordered. We bought Range sectional. What made the experience awful is the delivery partner Fedex. From sending an update a day before they expected to deliver -forcing us to change our plans, to then dumping the delivery -6 boxes in front of the door without so much a ring; to, ultimately failing to show up and pick up the furniture when we decided to return it and packed it up. We ended up making several trips in our car to drop it off. While the concept of putting literally every single part of sectional - seats, backs, arms together sounds pretty innovative, as someone who does not do this on a daily basis and lacks specialized tools, ours ended up looking like a science project with separate pieces connected not in the perfect alignment. It was disappointing to look at and we decided to return it. We considered exchanging it for another model but given a truly painful unpleasant experience with Fedex decided to move on to another provider.