BurrowReviews of burrow.com

Burrow did not inform me that the sofa I purchased was out of stock. Then, in cancelling my purchase, they erroneously cancelled my swatch purchase, not the major sofa purchase, even though I supplied the correct order #. A different style replacement sofa arrived, but with none of its hardware, with no info provided on its whereabouts. Hardware showed up about a week later. Never any communication from Burrow about this. Overall, the communication with customer regarding order was quite poor. Customer service was good, to a point. It took far too much of my time to correct multiple problems that should not have happened in the first place. I wanted to like Burrow. I was quite disappointed.

Poor communication. Took over 12 weeks to deliver product which stated 1-3 weeks delivery.

★★☆☆☆ Burrow sells the Nomad as modular, durable furniture with a scratch-resistant, pet-friendly fabric. In practice, "modular" stops at the moment you need a repair. The chaise cushion on my Navy Blue Performance Flatweave Nomad tore. I asked to buy just the replacement cushion or its cover. After several emails, Customer Experience confirmed that: • The chaise cushion and cover are not sold separately • They can't source one from spare, returned, or showroom inventory • They won't sell the matching fabric so a local upholsterer can do the repair • There's no timeline for when individual parts might become available The only option offered was the full chaise set (base, cushion, and legs) for $449, to replace a single cover. The replies were polite, but every one ended with an apology and no solution. If you're buying Burrow because it's modular and easy to maintain, know that you can't buy the individual parts that actually wear out. I'm getting it repaired locally instead.

I regret buying this couch. It’s a fine couch, sure. Everyone should just go to a local furniture store, pay the same amount for a nice couch that you can sit in before you even see it, get it delivered by human beings who will set it up and take away the packaging, and people you can talk to if you want to exchange it. You will be much happier with your experience. Why? This company is an abomination of internet commerce. You pay around $2500 into the void for a couch you hope you like. You don’t hear anything about its delivery. It took about 3 months to get my couch. When I asked for an update because I gave them a lot of money, they told me that it “hasn’t left the warehouse,” which is no explanation at all and gave no date when it would come. Then one day I was surprised by the delivery. The delivery came over a few days and no one told me. So I wondered if I had been missing pieces. If you buy a chaise for your couch, you end up with an extra couch cushion because they send you a regular couch then all the chaise attachments. Set up of the couch is relatively easy but I couldnt get one clamp down so it’s not down. Then you have a ton of recycling and boxes to break down. Took me about an hour to break down all the recycling and then another 30 minutes to take it to a recycling center that would accept it. And if you’re not happy with your couch and want to return it - what then? You waited 3 months and what are you going to have to go through to send it back?

Am I reviewing the customer service or the product? The product is NOT worth the cost. The Nomad sectional 91" somehow feels significantly smaller than a regular 84" West Elm couch. Its not comfortable, the depth is narrow and the pillows make it look and feel overstuffed and stiff. Additionally, ANY pet hair sticks to the material immediately. For $1600?! Nope.

The Namad Sofa is absolutely beautiful. I already have a friend wanting it. But fair warning, no one notifies you within a reasonable time when you can expect shipment. Customer service is slow and not very helpful. It was very draining for me to try to inquire time after time about my order. The help I was finally got was from the Burrows showroom in Los Angeles. They were very nice.Unfortunately, my sofa finally arrived without the needed hardware! ! They quickly sent some of the parts, then another box with duplicate parts. Lastly, a huge box appeared with yet more parts. The one that should have been sent with the sofa originally! I would say they have issues. This company needs to stop taking orders, and work on streamlining the business because no matter how good your product is, I don’t see myself purchasing again from them.

I was promised shipment within two weeks, but when I followed up after four weeks, I was told that shipping had been delayed until early January, without any explanation. It seems that the store staff are quite disconnected from the actual operations and fulfillment process. On the positive side, my refund was processed very promptly.

It took almost 3 months to receive all parts of the couch. The couch was delivered over the course of a week with only one tracking number until I reached out to support.