BurrowReviews of burrow.com

Reply from BurrowJun 16, 2026

Hi Alison, Thank you for sharing your experience. We’re really sorry for the delays, and for the frustration of receiving only part of your loveseat after waiting longer than expected. If our team can help by providing an updated ETA or looking into the remaining shipment, please reply directly to your active support thread so Customer Experience can continue assisting with your order there. We sincerely appreciate your patience as we work to get your order to you as quickly as possible!

Reply from BurrowJun 16, 2026

Hi Kelly, We’re sorry again for the delay and for the frustration around the missing box. It looks like our Customer Experience team has been in touch and confirmed that the last seat was expected to be delivered today, 6/16. If you’re still missing any pieces or need additional help, please reply directly to your active support thread so the team can continue assisting with your order there. We're always happy to help!

Reply from BurrowJun 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!

Reply from BurrowMay 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.

Reply from BurrowMay 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]!

Reply from BurrowMay 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]!

Reply from BurrowMay 18, 2026

Hi CP, Thank you for taking the time to share this. We’re very sorry for how frustrating and disappointing your experience has been, and we definitely understand how upsetting it would be to wait far longer than expected and still not have all the pieces needed to use your furniture. This isn't the experience we want anyone to have, and your feedback has been shared with our team. Again, we appreciate you bringing this to our attention and are sorry for the frustration this caused. 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].

Reply from BurrowMay 12, 2026

Hi Joe, Thank you for sharing your experience. We’re truly sorry for the delay and for the lack of clear communication along the way. We understand how frustrating that experience can be, and if you still need help with an updated ETA, please reach out to our Customer Experience team at [email protected] with your order details. They’ll be happy to take a closer look! 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]!