BurrowReviews of burrow.com

I love the Burrow products and staff are nice, but delivery is abyssmal. Three strikes on delivery of the couch I ordered - first they messed up the order, then a delay notice, and I was told this week (Feb. 15) about another two-month+ delay, and to expect it at the end of April. For my bar stools order, they mistakenly sent chairs which were returned - I'm still waiting on the bar stools, although I expect them soon (fingers crossed). This company has some major issues related to distribution and logistics.

I ordered a couch over Black Friday weekend, with expected ship date 6-8 weeks out. I emailed customer service at end of January to ask for an update, they didn't give me a new date. My husband emailed them for an update a few days later and they told him right away they were expecting shipping sometime end of February or later. I received an email today that the new shipping date is end of April. Meanwhile, Burrow constantly sends me emails with sales offers, trying to sell more products they evidently don't have! Do not order from this company. And if for some reason you do, make sure you use a credit card so they can claw the money back when they try to scam you.

Bought burrow before. Easy assembly. Too much cardboard in packing but guess what came in without damage so I think they know what they're doing. Time to ship vastly improved from last experience. Safety mechanisms are good.

Our in-store experience with Emily was wonderful; she helped walk us through all of the options for the various models. Shipping took much longer than expected, and then the pieces didn't all arrive at once, so halfway through assembly, we realized we were missing the corner of our sectional. Now that we have everything, the couch and ottoman are great! Assembly went smoothly overall.

We purchased the nomad 6 seat sectional back in November. Originally we were estimated at 5-7 weeks for shipping. This was around the holiday season, so understandably the shipping went past this. The issue was they did not communicate this in any way. Also, logging into my account to view the order was also displaying a 500 internal server error. Eventually I opened a ticket with support and heard back after a few days. They updated me by saying it would be mid-February. This was 2 months from original order date but at least we had a timeline. It ended up shipping a few weeks early, which is great, but again there was no email or communication that it shipped besides me using a Shop account. After “all” the boxes came in, we realized we were missing a few pieces. They then came in a few days later with again no communication. What was even more frustrating is they sent us a recliner base instead of a corner base, which is needed for the sectional. So now we are waiting on them to get back to us to schedule to send a the correct piece. Overall, we do like the couch and are easy to put together. The rest of the experience has a left a lot to be desired. Especially communication.

Months of back and forth trying to get the correct fit for my couch. Absolutely terrible experience. Had to return a piece (took for months to return) another month to finally get a refund in which they charged $100 for.

**Update 2 (2/28/26): Still have not received the missing (lost) piece to complete my couch. Their last response from 2/22/26: “Thank you so much for reaching out and for your patience. We completely understand wanting an update. We’ve contacted our Operations team to get the most up-to-date information on your replacement, and we’ll be in touch as soon as we have an update to share. In addition, we’ve sent a follow-up to our Escalation team regarding your previous request for a manager review. We’ll let you know as soon as they’ve completed their review of the case. We truly appreciate your patience and apologize again for the inconvenience this delay has caused. We’re actively working to get you clarity and a resolution as quickly as possible. We really appreciate your patience and understanding while we look into this for you.” Again, I cannot emphasize enough, do not order from them, they are a terrible company! **Update: Received a similar response from Burrow that others have received. While I’m glad you understand my frustration, I’m not confident that your customer service team will respond. I’ve already emailed them MULTIPLE times and still do not have furniture 5 weeks after I placed my order. I’ve started the dispute process with my credit card company because you have lost my trust with many broken promises. I’m having a horrible experience with Burrow. I placed my order on January 2, 2026. I was notified within a few days that my order would not ship until the week of January 11th. I was ok with that and asked for free shipping for my trouble. January 11th came and went and not a word from Burrow so I reached out again. I was informed that my order would not ship until February 2nd. I was not thrilled but accepted this, along with an 5% discount that I had to ask for. I received notification that my furniture would arrive on January 31st, several days ahead of the promised delivery date. Based on that confirmation, I arranged for my existing couches to be removed, reasonably expecting that the new furniture could be assembled and used upon delivery. While several boxes were delivered, critical components were missing. At this point, we do not have a single complete piece of furniture. As a result, my household is currently without functional living room furniture. I reached out and was told that the rest of my shipments “should” reach the carrier by February 10th and was offered a $75 credit which I declined. I asked for a manager to contact me and have heard nothing. There is no phone number to contact, only email and the email sends an auto reply that they are busy and will get back to us in 2-3 days. I suggest finding an alternative company because they are terrible to deal with.

Never order with Burrow ever again. I placed an order for a sectional- an in stock item that the website said would ship right away. Never heard any shipping update for several days. They have no customer service you can reach by phone. Now dealing with emails back to back asking for order cancellation and refund. This is the worst experience ever with a furniture company. Pls beware.