BurrowReviews of burrow.com

Eight Months, One Ottoman, and Zero Accountability We ordered a couch from Burrow with an advertised delivery window of four to six weeks. That turned into nearly eight months. When we reached out to confirm our order, we learned it had been placed in June and would not be fulfilled until April 2027. Nearly a year out from an order we were told would arrive in a month (or two). When we raised the inconvenience, Burrow generously awarded us a 5% discount on any additional purchases with them. Hard pass. Then, unexpectedly, the ottoman from our order arrived, with its hardware shipped separately in another box a few days later. No explanation. No context. You can imagine the confusion. Customer support was lackluster and left a great deal to be desired. Good luck reaching an actual person. Your best bet is calling a showroom, and even then you’ll hit a wall. They “can only do so much.” Responsibility gets passed along until it evaporates entirely. We eventually returned the entire purchase. Spoiler alert: we are still holding the ottoman in storage because Burrow cannot figure out how to have us return it. We are also still owed the remaining balance of our refund, which is contingent on returning an item they won’t tell us how to return. A colossal waste of time, money, and energy, all for nothing. And we’re left holding the proverbial bag. Or in this case, the ottoman. If you value your time and your sanity, buy your furniture somewhere else.

it took 3 moths to deliver all my products

If I could, I would give Burrow 0 stars. Unfortunately, that is not an option. PLEASE DO NOT PURCHASE FROM BURROW! I purchased the Shift sofa. Upon opening the 1st box, parts of the hinges fell out. The hinged deck was broken. There is no phone number listed and after 3 emails and 5 days, I finally received a response. After numerous additional back and forth emails, I just found out that the replacement piece will be here in 8 months! Yes, March 2027.

I ordered 2 "in stock" couches on July 5th. Two weeks later there was no shipping notification so I checked in. The customer service agent noted they were missing some parts but should have them soon and to check back in 5-10 business days if I hadn't heard anything. I waited two more weeks and reached out. I was then told the new timing was Mid August which would be almost 2 months from when I ordered. I have zero faith that will happen. Its clear from reading these reviews this is the norm with Burrow to be dishonest about what is actually in stock. There is zero proactive communication. And as might be obvious to anyone paying attention, its also very clear their responses to these reviews are using AI and not written by a human.

Customer service and shipping process is not good. I finally got a response from customer service when I mentioned "cancelling". At that time the order was conveniently ready to ship and in transit to a sorting center.

I ordered a Nomad Sofa on June 21, 2026. Order $1,560.19. As of late July it has not shipped. It has not even arrived at Burrow's own warehouse. The timeline tells the story. Checkout threw an error, so I had to email support just to confirm the order existed. On July 1 I asked whether the ship date would slip again and was told they could not say. On July 10 I was told the sofa would reach the warehouse mid to late July. On July 17 I was told late July. On July 28 I was told mid to late August. Three revisions in under three weeks, each one arriving only because I asked. That is the real problem. Burrow never once contacted me on its own. Every update came after I chased it, and every reply took days because of "higher than usual inquiry volume." The responses are near-identical templates: thank you for your patience, this is the latest information from our warehouse, we appreciate your understanding. Warm language, zero accountability, no explanation of what actually went wrong. The individual rep was polite and did offer a full refund if I did not want to wait. Fine. But a refund two months later is not a fix. It just returns my money and my time is gone. If you need furniture on any kind of schedule, buy elsewhere. Burrow sells you a delivery window it apparently has no ability to honor or predict.

I ordered a Field Leather 3-Piece Sectional Lounger in early January - 2026. They were having a sale at the time. It is now the end of July 2026, and even though it said 4 - 6 weeks at the time of purchase, I still have not received the Lounger. I didn't receive an email or notification that my delivery was initially delayed. I had to reach out to the company directly via email support before I got a response. Since then I have had correspondence with them, but other than once, maybe twice, I've had to initiate the follow-up to get an update on the status of the delivery. Needless to say, they gave new dates, and those came and went. They eventually offered me a 5% credit for future Burrow purchases. Needless to say, I was not happy with their "resolution." After this experience, they somehow thought that I would purchase something else from them. Also, during these delays, I would check the store for the same item, and it continued to say 2-4 weeks delivery. Only within the past few weeks have they updated the item to indicate 10-12 weeks for delivery - which is still much less than our delays. I asked for a credit on our original purchase, but they said they could only offer the 5% on future purchases or to cancel the order and give a full refund. That's all well and good, but I want/need this particular Lounger because it is the only one that really meets our needs for dimensions and style. I also checked today (July 28 2026), and there is even more of a discount. So, I just want what I ordered delivered in a timely manner. Since they have not delivered, continued to push back "potential" delivery dates, weren't proactive in giving me these updates (only in the last month have I received an un-solicited email about the status of the delivery), and that they didn't update delivery times on the website until recently, which is still misleading, I believe we deserve 1. Our order and 2. A nice credit for the inconvenience, and not a credit for "future purchases." Like that is going to happen now. If I get the order, I'll leave a review based on that alone, but I will continue to mention my displeasure with the un-notified delays and the delay.

What a joke. We paid over $3k for a sofa and, when one of the screws went missing, they said they have no replacements available to send. They have no concept of real customer service and out it on me, the customer, to find an appropriate replacement. Why does this company even exist?