Burrow Reviews 

It wasn't too painful, and a whole new unit arrived in about a week!

Burrow is an absolute joke of a company and business model. Nothing is in stock ready to ship, so by default you'll get a 10-12 week delivery estimate. Then one week before your order is set to ship, they'll let you know that due to "supply chains" or some such vague excuse, they're still waiting on a few parts they need to fulfill your order. Then they'll extend the estimated delivery time another three months.

The bottom line is that this is a feature of the business, not an anomaly. The couch you're ordering never existed, they just cobble together parts to drop ship. I look forward to the day I read that Burrow and Havenly Brands have declared Chapter 11.

Regardless of how nice their couches look and how badly you need a modular sofa, it's not worth the experience. Just don't bother.

Company was helpful and the delivery process was smooth

Site said it would ship in 5-7 weeks. It took over 3 months! Then they sent one of the wrong boxes so had to wait another week for the right one.

Craftsman ship is still great.

However, we bought the ottoman to match a sofa & ottoman we bought a few years ago and it is a totally different shade of blue. We have a lot of blues in the living room so it is still okay, but it would have been nice to have it all match.

The wood color on the legs are also darker even though I chose the same wood option as last time.

It was estimated 5-7 weeks for delivery, it took nearly 12 weeks to arrive. Showroom manager was communicative and helpful but customer service via email was not. Call directly to try to get information. Requested partial compensation for the delay/inconvenience but they just never got back to me.

Couch is a good depth but not the most comfortable. Hopefully it just needs to break in

I recently ordered a media cabinet from Burrow, and I couldn't be happier with the result. It looked exactly as advertised, and it was a breeze to set up. I did it myself with minimal tools in just 15 minutes. They've managed to design this cabinet with the fewest moving parts possible, and yet it manages to be elegant—not simplistic.

I want to give it bonus points for the packaging. Everything arrived unharmed without the usual styrofoam packaging and mess-inducing tape.

Delivery problems. Poor customer service, email only with several day turnaround, no way you can talk to a person.

The couches are good, I just dislike not having a normal delivery email. I do not want to download the shop app!

We ordered a Nomad loveseat in May; it's now mid-October and we are finally receiving parts of the loveseat. This was after several contacts with their "customer service" who couldn't explain why our order was delayed. Finally, I figured out it was due to the arm choice, so I asked to get a loveseat with the other type of arms and they said that could ship immediately. Great news? Well, only if I ever receive more than the arms and legs. I believe I am mainly getting AI customer service and it totally stinks. Next time, I'll go to a real furniture store where I can walk out with the furniture. If you want an experience that is really frustrating, then by all means, order from Burrow. If you need somewhere to sit, then go somewhere else!
Added after receiving loveseat: We did finally receive all of the pieces. It was easy to put together, is comfortable, and seems 'cat proof' which was the most important feature for us. I wish it had been easier to work through the delays. Without delays, I would rate this four stars.

I ordered a loveseat listed as “Ready to Ship.” The next day Burrow said it would take 10–12 weeks, so I cancelled in writing before anything shipped. Burrow confirmed the cancellation three times in writing.

They shipped it anyway, and only part of the sofa arrived. Support called it “a system glitch.” Days later another box was on its way, and I asked them to intercept it. It showed up anyway. Their first return pickup failed, so I had to call UPS myself to fix it. When the boxes finally went back on Burrow’s own return labels, one shows “Delivery Refused” at their warehouse.

Every message came with an apology and a promise that never happened. I never opened a single box. Two weeks later, my order is still not cancelled and I still don’t have my refund and had to dispute the charge with my bank.

Think five times before you hit “buy.” Cancelling or getting a refund from Burrow is nearly impossible. Screenshot everything.

They list the item as “in-stock and ready to ship”, and are happy to accept new orders for said item. However, when asked for a shipping prognosis, their written reply is that they have no stock and no ETA from manufacturing.

You guaranteed 3 week shipping and couldn’t fulfill it. We cancelled the order lol

WORST. CUSTOMER. SERVICE. EVER!!!

We ordered a couch from Burrow seven weeks ago for a new Airbnb we are starting. We are on a timeline for when we want to be able to launch.After about a month, we contacted them to find out why we hadn’t received it. And believe me, it is not easy to contact customer service at Burrow.

They told us at that point there was a multi week delay for the couch. We couldn’t reach anybody to cancel it. So, I wrote to their sales team saying I wanted to buy a couch, because I read online that that’s the only way to get a response from their customer service.

They told us they initiated the cancelation and refund on October 5 and that we would receive the refund in 5 to 10 days. It is now October 21 and we are still waiting. Honestly, we are starting to wonder if we will ever see our money again.

Do not buy from this company!

You should have better customer contact. No live person or phone numbers creates trust issues. After initial purchase, I rec'd an email acknowledgement, but no delivery date . I had to reach out several times asking for updates. My order arrived by 3 different deliveries. When I was missing legs, your response was quick and delivery of that shipment added an extra week or so.

Furniture has been quality and delivery is also great

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.

I purchased the Opera Media Console during the Labor Day sale, and it boasts some of the highest-quality materials I’ve encountered. I visited the flagship store in Soho, New York City, where the staff was exceptionally friendly and guided me to the product I was seeking. The Floor model was in excellent condition, and the store was immaculate and tidy. However, the delivery process was slightly irregular, as I initially received the incorrect product. After reaching out to customer support via email, they promptly responded, rectified the issue, and also arranged for the other products to be picked up. The assembly process was straightforward and enjoyable. I’m delighted with how it seamlessly integrates into my living room, providing ample space for my AVR to function optimally.

LOVED the sofa! Great quality, soft fabric, soooo beautiful and elegant. The modularity is amazing. It was not so difficult to assemble. Only downside - we didn't know the status of the delivery (it wasn't updated) and it wasn't clear how to reach the customer service