Maria
First and last time
I ordered and paid for an item that Burrow later informed me was actually out of stock. The communication was not proactive—I had to reach out myself to ask about the status of my order. When they finally responded, they said the item was out of stock but couldn’t provide any estimate for when it would be available again. Despite having no timeline, they asked whether I wanted to keep the order or cancel it. Without any indication of when I’d receive the product, there was no reason to keep waiting. I also had to proactively ask for a refund instead of it being offered upfront. There was no attempt to troubleshoot the situation, suggest a comparable alternative, or offer any compensation for the inconvenience. To make matters worse, Burrow charged my card immediately before confirming inventory, yet my refund will take 5–10 business days to process. Accepting payment instantly but delaying the return of my money after failing to fulfill the order is incredibly frustrating. Overall, this was a huge waste of time and a very disappointing first experience with Burrow.
Response from BurrowJul 23, 2026
Hi Maria, Thank you for taking the time to share this. We're sorry your first experience with Burrow fell short of what it should have been. When availability changes after an order is placed, you should hear from us quickly, with a clear timeline and a clear path forward. That's the standard we're working to hold, and feedback like yours is what shows us where we're still falling short. We also want to clarify that once a refund is issued on our end, the 5–10 business-day window is typically based on the customer’s bank's processing time, though we know that doesn't make the wait any easier. We understand that you opted for a refund this time around, but we’re still grateful you considered Burrow for your home. We’d love the chance to provide a better experience and earn back your trust if you choose to shop with us again in the future!