BurrowReviews of burrow.com

The communication and shipping logistics were terrible. Ordered early Nov, told Jan arrival. Then 2 boxes arrive but no back, legs or hardware. Had to contact customer service. Told about another box coming, like 2 weeks after the first. Has the legs and hardware but no back. Contacted you (again) and *then* I get an email with 4 separate tracking numbers, 3 for packages that had already arrived. Send THAT email first and without being asked. How many packages and what are the tracking numbers? That should be a given, not something I have to repeatedly ask for.

Great size! Love the lower shelf.

not the greatest quality. Things fall apart quickly, and there are no spare parts. Also, they think 40% off to buy a new corner sofa will do the trick. No way

I can not understate how awful the customer service is. I went to the Chicago showroom on 10/25 and was told that the item I decided to buy was in stock and would ship very quickly. I've been in touch with customer service and after not shipping in October, I was promised it would ship "no later than the week of 11/3" (spoiler: it didn't). Here I am weeks later, being promised it will magically appear at my door any day, but they can't provide a confirmation that it shipped or tracking information, all while claiming they can't impact how long it takes to ship once it's been handed over for delivery. It has now been a month where I don't have a couch and I was supposed to host Thanksgiving. Nothing like $1k+ in last second travel costs to make an overpriced sectional being delivered weeks late more palatable. Customer service has offered the traditional, hollow, apologies but the only thing they've offered is a 1% refund on the order. Edit post-reply: This is an on-going problem, I have not received my couch. Notice that they didn't offer to do anything to make the situation better or improve my experience. Hollow, insincere apologies. Also, they're currently replying to reviews faster than they answer customer support emails. Run, don't walk, away from this company.

Bait and switch regarding delivery timeline. First it was 4-6 weeks. Then 6-8. Etc. Ultimately took 3 months from order to delivery. Along the way I received no updates and had to contact Burrow to find out status. At one point, just after I contacted them for an update, I received an email that said the item shipped and provided a link for tracking the shipment but that link didn’t work and after contacting them again I found it had not actually shipped. Anyway, once it arrived, the sofa is nice enough. The back cushions are too soft as if they need additional stuffing. This is regarding an Ember Pro three seat sofa (96 inch) in sage green color.

I have not received my furniture after three and a half months. I am deeply concerned that there is no way to efficiently contact the company for recourse. I would caution anyone from purchasing from Burrow, simply because of the inability to contact a human via phone to coordinate issues like these. Email contact is insufficient for communication regarding "custom" furniture. I have received notification that my furniture was delivered despite receiving zero contact from any delivery service, and no packages. There was no confirmation in any form that anything was delivered. When an item of significant value is delivered to a home, a signature or photo should be required. There are so many red flags here.

- No phone support - No chat support - Email support reps not able to help correct Burrow errors - Burrow is unable to select the shipper that will be used - Only support option is to return the entire order if they are unable to deliver part of the order 10/07/25: Ordered an ottoman on Burrow.com. The website said the item was in stock with shipment in 2-5 days via a standard shipper like UPS. 10/14/25: Contacted Burrow via email (they have no phone number or chat available) as the item had not shipped. Received an auto-response that it could be 2-3 days before I would get a real response. 10/16/25: Received email from Burrow customer support: “Due to changes in our partner’s production and shipping schedule, your order is now expected to ship in late October to early November.” 10/29/25: Received a box labeled “Ottoman” delivered by UPS but it only contained the ottoman cushion and not the legs. 10/29/25: Contacted Burrow via email because tracking showed that a second package from Burrow was returned to sender by the USPS. USPS does not deliver to my physical address, and I have no idea why Burrow shipped something via USPS when their website says they use “normal delivery networks like UPS.” I again received an auto-response that it could be 2-3 days before I would get a real response. 10/31/25: Burrow customer support via email said “We’ll be sending you a replacement set of legs right away. Could you please confirm if you have an alternative address?” They also said: “Please note that replacement orders typically take 3–5 business days to process before they are shipped, depending on order volume. Once your replacement has been dispatched, you can expect it to arrive within 2–3 business days.” I provided a physical address and a PO Box number so they could use either. I explained that UPS and FedEX deliver every weekday to my physical address, and that USPS will only deliver to the PO BOX. They responded that they would ship the legs via UPS Ground to my physical address. 11/11/25: Emailed Burrow again and advised that I had not received the replacement legs or even a tracking notification. 11/11/25: Burrow notified that the package had been shipped to my physical address via DHL. They didn’t check the tracking or they would have seen that the package had already been returned to sender because DHL tried to use the USPS as their final carrier. As I had informed them previously, USPS only delivers to the PO BOX. I emailed and notified them. 11/13/25: Burrow supplied me with a link to an incredibly convoluted and inept return request form to ask to send back the ottoman. I responded by asking them why they couldn’t just ship the legs to my physical address via UPS. 11/14/25: Burrow responded with this incredible explanation: “Even though our internal team selected UPS Ground for this shipment, our fulfillment team manages all hardware orders in bulk, and the final carrier is automatically assigned based on their workflow, package volume, and regional availability. Because of this process, we’re not able to request or assign a specific carrier for individual items.” 11/14/25: I texted the following to Havenly Brands, Burrow’s parent corporation, at (415) 687-6139. That is the “text” number listed on their website. “Please advise how I can speak directly to a person via telephone regarding the inability of Burrow to deliver the legs for the ottoman I ordered over a month ago (Order 100141).  Thank you.” I have not even received an auto-response to that text. Havenly Brands, however, did delete a comment I posted on a business social media app that questioned how they could refer to Burrow as “best-in-class” without phone support or chat support or same-day support of any kind. 11/14/25: Burrow emailed to offer to send the legs to my PO BOX. This is the third delivery attempt. 11/21/25: The legs arrived and we assembled the ottoman. It looks good and is more comfortable than the matching Nomad sectional we ordered earlier this year. I’m not sure but I might end up ordering from Burrow again but only because they have the matching items in camel leather that we want. I rate the furniture a solid 4 out of 5 mainly because of the look of not the comfort or functionality. I do hope they improve their logistics and customer service and shipping knowledge and performance.

No client likes the runaround. I ordered a corner sectional September 4th and by October 10th or so I was checking in on the order. I was told that I would not get my sofa until Dec. 22nd because they were overwhelmed. (Wish the website had that red flag 🚩 ) I decided to be patient because the dimensions fit my living room perfectly. Fast forward to Nov. when my family is out of the country on vacation. I get a message “your sofa is being delivered today.” You think I’d be happy the sofa was now early, but we had to scramble to get someone to go to our house and put the boxes in the garage for us. 3 stars bc the product is what we wanted, but the confusion and delay and change of plans in the end is really annoying!