BurrowReviews of burrow.com

I received good communication and support from customer service but the replacement part sent actually doesn’t fit. The screws are the wrong size. I added some washers I had to make it work good enough for now.

After doing quite a lot of research on furniture that would fit in my small living room space I ordered a Nomad leather sofa with chaise on Wednesday, September 3rd. I received an order confirmation, but no other real updates until two weeks later on Wednesday, September 17th some of my sofa arrived unannounced. Luckily I was home and started to put it together right away. It turns out I was missing the arms of the sofa and a set of legs. I emailed their customer service the same afternoon and got a reply on Sunday, September 21st. Customer service was friendly and told me they emailed the operations team for an update. On Friday, September 26th I received an email stating that my items would be shipped as soon as possible, but no information on when that would be. On Tuesday, September 30th I inquired if there was a shipping date set and asked for a discount or partial refund for the inconvenience. I never got an update on the shipping dates, but Burrow did give me a $50 partial refund. On Monday, October 6th I hadn't heard anything, so I asked for another update. After not getting a response I asked again for information on Thursday, October 9th. On the 10th I was told that customer service was following up with the operations team again to check on the missing components. Finally, four weeks after receiving the first 75% of my sofa I got an update that the operations team had the pieces and they should be shipped to me any day now and I should receive tracking information shortly. The information I did receive was the tracking number for the pieces of furniture I had already received, but I was patient and trusted the process. Finally, on Wednesday, October 22nd the missing pieces arrived! The sofa looks great and fits well in my space. The seats are rather firm, but I don't mind that and would rather have cushions that can break in than ones that are too soft. Putting it together was easy enough and rather intuitive. Overall, if the shipping and customer service experience was better I would give the furniture 5 stars.

We bought the Vesper Leather Lounge chair two years ago. When we cleaned it off with a damp rag, the finish was entirely removed! I didn't know leather came with a textured finish, but I do know that it should look the same after wiping with a damp cloth. Made the mistake of ordering a leather couch from them- fingers crossed it doesn't happen again- but the couch arrived in two parts with no indication as to when either package would arrive. And it was missing 4 legs!! Emailed a few days ago and have heard nothing.

Bought the low dresser. Shipping took forever and we had no tracking info for 4 of the 6 packages. But while installing, the middle railing hardware are misaligned so the dresser drawers on one side stick out more than the other.

Only part of this order was delivered when it was supposed to be (2 boxes of 3) which meant that the back and bottom of dresser did not arrive. Customer service was very slow to respond by email and the phone number listed on the website was out of order. It is incredibly frustrating not to be able to contact the seller when an order is not properly processed.

My order came on October 15th and was missing legs which was supposed to come with the seat and connector pieces I requested separately as soon as I placed the order. I still have not received a response or the rest of my order. It’s pretty useless without legs. I either need to be sent the rest of my order or I need to return it.

No communication on where my order is

I purchased a Range Plus 4-Piece Sofa along with the furniture assembly through TaskRabbit mid-July 2025. I added an ottoman the same day and asked Burrow to include it in the same shipment. They responded very positively and quickly. It was scheduled to be delivered in early September. When I checked again because I wasn't getting any notifications, Burrow was estimating that it would be delivered in November due to great delays. I contacted Burrow again via email requesting a credit to cover the TaskRabbit cost. They again were accommodating to refund me that cost. In the future, I hope they can send a heads up to us before the delivery will be made. During the busiest time of the year for me, near the end of October 2025, I was notified by text from the shipping company that my couch was going to be delivered the next day. I panicked a bit and quickly scheduled the TaskRabbit technician to come and assemble my couch the day after the delivery. When my couch came, I didn't know it wasn't going to be complete. The TaskRabbit technician came and only assembled half of the sofa. In the next week, the rest of the sofa was delivered in two different shipments. I had to put the rest of it together myself. Burrow never responded back to my 3 emails that I sent them about this situation. I'm very mixed about my first Burrow purchase. It's unfortunate as the couch seems to be of the quality you'd expect for the price.