BurrowReviews of burrow.com

Response from Burrow· Jun 10, 2026

Hi Emalee, Thank you for bringing this to our attention, and we're truly sorry your table arrived in this condition. A new piece should never show up with veneer delamination, and we completely understand the disappointment. That said, our Customer Experience team has been alerted, and someone will be reaching out to you directly to help make this right.

Response from Burrow· Jun 4, 2026

Hi Judith, Thank you for sharing this! We're sorry to hear that the delays made the process harder than it should have been, but we're so glad Joseph was so supportive throughout the process. We'll absolutely pass your kind words along to him!

Response from Burrow· Jun 2, 2026

Hi Mike, Thank you for sharing this feedback. We're glad that your previous experience with us was a good one, and we're truly sorry the Prospect pieces didn't meet that same standard. When you invest in furniture at this price point, it should feel sturdy and well-crafted right out of the box. Drawers that don't sit evenly or close properly aren't something you should have to work around, and we completely understand the disappointment, especially after taking the time to put everything together. If you haven't already, please reach out to our Customer Experience team at [email protected] with your order details and a few photos or videos of what you're seeing. We'd love the chance to make this right. We've also shared your feedback with our team as we continue working to improve our product quality and post-purchase support.

Response from Burrow· Jun 1, 2026

Hi Victor, Thank you for bringing this to our attention. We're truly sorry for the mix-up, and we completely understand how frustrating it is to receive the wrong item after anticipating your order. That said, we've received your email, and our Customer Experience team is looking into this further. Someone will be reaching out shortly with next steps, and we'll do everything we can to get this sorted properly. We appreciate your patience while we make things right!

Response from Burrow· May 27, 2026

Hi Theo, Thank you for sharing your experience. We’re sorry this was so disappointing, especially after placing an order only to learn the collection was discontinued. We also want to clarify that our Customer Experience team is made up of real people, not AI, but we understand that the support experience may not have felt as personal or helpful as it should have. That feedback matters, and we’ve shared it with our leadership team for review and transparency. We can confirm that your order has been refunded in full, but we know that doesn’t undo the frustration or the loss of confidence in shopping with us. We hope we’ll have another opportunity in the future to restore your faith in our brand and provide you with the level of service you deserve.

Response from Burrow· May 27, 2026

Hi Marc, Thanks for taking the time to share your experience. We’re really sorry for how frustrating it has been, especially after ordering something that was listed as ready to ship and then seeing the timeline shift repeatedly. We understand why that would feel misleading, particularly when the information on our site didn’t seem to line up with the updates you were receiving. That should have been clearer, and we’re truly sorry for the uncertainty it caused. Our team has since provided an updated ETA for your sofa and issued a 10% refund as a courtesy for the delays and disappointment. We appreciate you taking the time to share your thoughts, and we have shared your feedback internally as we actively work to improve as a company. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected]!

Response from Burrow· May 18, 2026

Hi KD, Thank you for taking the time to share such thoughtful feedback. While we’re really glad to hear you’ve enjoyed the look and feel of your Nomad sectional, we understand how frustrating it is when a fabric marketed as pet-friendly doesn’t feel easy to maintain in a real home with shedding pets. Pet-friendly should still feel livable, and we’re sorry this fabric has required so much effort to keep clean. We also appreciate your feedback around assembly, as that’s an important part of the overall experience too. Your comments have been shared with our team as we continue working to improve as a company, and if there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected].

Response from Burrow· May 18, 2026

Hi Joseph, Thank you for sharing your experience. We’re sorry for the frustration here, especially as an existing customer looking for a replacement part. Unfortunately, your current sofa's model was discontinued, and we no longer have add-ons or replacement cushions available separately for that collection. We understand how disappointing that is, particularly given Burrow’s modular approach and the expectation that pieces can adapt over time. Because of this, our team offered a 40% discount toward an upgraded sofa as a way to acknowledge the disappointment and help provide another path forward, but we understand that it wasn’t the solution you were hoping for. Again, we're truly sorry for the disappointment, and your feedback has been shared with our team as we continue working to improve long-term product support and the overall customer experience. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected]!