BurrowReviews of burrow.com

Response from Burrow· Sep 25, 2025

Hi Frederick, Thank you for taking the time to share your feedback. We’re so sorry to hear about the discoloration issue with your table. This is not the lasting quality we want for our pieces, and we understand your frustration here. That said, it looks like you had previously submitted a support request to our team. While that case was closed due to no response, we’d still love the chance to help. Please reach out to us directly at [email protected], and our team will be happy to assist further!

Response from Burrow· Sep 25, 2025

Hi Jen, Thank you for sharing this feedback. We’re very sorry for the long wait on your order and the difficulty you’ve had getting clear updates from our team. While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates. Our team would really love the chance to make things right! While we are currently unavailable for inbound phone calls, our team is more than happy to reach out to you by phone when requested. That said, we've sent you a request for additional information so we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team so that we can provide you with the most accurate, up-to-date information regarding your order!

Response from Burrow· Sep 18, 2025

Hi Isabela, Thank you for taking the time to share your experience. We completely understand how stressful and disappointing it must feel to be waiting this long without clear updates, especially with family visiting soon. This isn’t the level of communication or support we want for our customers, and we're truly sorry for any frustration caused. That said, we want to make sure you get the most accurate, up-to-date information about your order status, and we've sent you a request for additional information so we can locate your account. Once we receive that information, we'll make sure that this is escalated to our Customer Experience team so they can look into it right away and provide clarity on next steps. Your feedback matters, and we’re actively working on improving transparency around shipping and fulfillment so that experiences like this don’t happen again. We hope we’ll have the opportunity to turn this around for you and restore your confidence in us.

Response from Burrow· Sep 17, 2025

Hi Sona, Thank you for taking the time to share such a detailed review. We completely understand how frustrating this experience has been, especially after placing your order with the expectation of a clear timeline and then dealing with repeated delays. We're truly sorry for the stress and inconvenience this process has caused. We also hear your concerns about the refund. Our standard policy requires refunds to be processed back to the original form of payment for security reasons, but we recognize how complicated that has been for you, with your original account having closed. While we are currently unavailable for inbound phone calls, our team is more than happy to reach out to you by phone when requested. That said, we'd really like the chance to make things right and want to make sure you aren’t left in limbo. We've sent you a request for additional information so we can locate your account! Once we receive that information, please be on the lookout for a follow-up email from us. Our team will work with you to confirm the refund status and find a resolution as quickly as possible. Your feedback is incredibly valuable to us as we continue working on improving both communication and the overall customer experience. I hope we’ll have another opportunity in the future to restore your confidence and provide you with the level of service you deserve.

Response from Burrow· Sep 14, 2025

Hi Adrian, We’re so glad to hear that you’re happy with your shelves and that the finish exceeded your expectations! We also appreciate you for sharing feedback about including more real-life photos of the shelf online, and have shared your feedback with the appropriate team. While shipping took a little longer than you'd hoped, we’re so glad that the shelves were worth the wait, and are now part of your home. Here's to a stylish AND functional space!

Response from Burrow· Sep 14, 2025

Hi Ronnie, Thank you for sharing your feedback. We're truly sorry for the extended delays and the frustration they caused. We completely understand how disappointing it is when timelines shift without notice, and that isn't the experience we want for our customers, especially on a purchase as important as a new sofa and ottoman. We understand your decision to ultimately cancel under these circumstances, though we regret losing the opportunity to deliver your pieces. That said, we’d love the chance to earn your business in the future, and we’re working hard to improve communication and timelines so that experiences like yours don’t happen again. If you ever decide to give us another try, we’ll be here to help make it right from the start!

Response from Burrow· Sep 14, 2025

Hi Steve, Thank you for sharing this with us. We’re sorry to hear that the outdoor collection hasn’t met your expectations, especially with regard to care and replacement options. While we don’t currently offer separate cushion covers or rain protectors, we understand how important durability is for outdoor furniture and have passed this feedback along to our product team for consideration. If you’d like to chat further about care recommendations or alternative solutions for your set, please feel free to reach out to us at [email protected]. Our team would be happy to help!

Response from Burrow· Sep 7, 2025

Hi Benjamin, Thank you for sharing your experience. We’re very sorry to hear that your Chorus bed frame arrived damaged and that you had to make temporary fixes just to use it. That’s certainly not the level of quality we expect for our products, and we understand how disappointing this must have been. We do see that you’ve since been in touch with our Customer Experience team and that a partial refund was issued for the bed frame. If there’s anything further we can do to support you, please don’t hesitate to reach back out to us at [email protected]. Again, we’re so sorry that your ordering experience has not been the smooth one we would hope for, but we appreciate your patience and thank you for allowing us to make things right!