Abysmal experience, avoid Burrow
Never, never, NEVER buy from Burrow. They will claim your items are in stock, charge you for them, and string you along for MONTHS claiming that your order will ship "soon". This has been the absolute worst experience I have ever had with a furniture company, and I've had some awful experiences. I wouldn't recommend this company to anyone, even if the products were free. Run for your life. You'd be better off picking up furniture off the street.I purchased 2 Title Bookshelves in October. The items were listed as In Stock (spoiler: they weren't). I was told a month later that I should be receiving them in December. December came and went with no bookshelves. I was told I'd receive them in January. That didn't happen. Then I was told early February. That didn't happen. Then I was told end of February. They have one business day to make that happen, and something tells me I'm not going to have 2 bookshelves tomorrow.During this endless cycle of promises and missed deadlines, I made Burrow aware that their website falsely lists the item as in stock. They got back to me, noting they had found a "glitch" that was causing the issue, and that fixing it was a high priority. A month after that conversation and the item is STILL listed as in stock.I highly recommend finding a company that has their logistics, engineering, and support figured out, because Burrow doesn't, not even a little bit.EDIT AFTER BURROW RESPONSE:To the Burrow rep: as my review describes, I have already emailed with you, literally dozens of times. The effort to reach out here when I make a negative public review is just a PR effort. Your opportunity to “make it right” has long passed. Nothing about any of my interactions with you (again, as I described in my review) has indicated that you will be able to “provide more clarity on the timeline.” To the contrary, you’ve only provided false timelines and empty promises. The only way you could make this right is to actually fix the problems that I and countless others have described here and elsewhere. You could start with not falsely claiming your products are in stock. They aren’t. I have a folder of proof that you continue to misrepresent the inventory status of your items. Which of course can only be interpreted as an attempt to hide the actual lead times of your items to keep customers buying. To others reading this: don’t make the mistake of thinking Burrow will change or your experience will be different.
Ben
it took months and I received only half…
it took months and I received only half of my order, and a piece of furntiture I did not order that I now have to deal with existing in my small apartment in a giant box taking up a large portion of my space. When I requested to get it picked up I was told it wasnt possible until my incorrect order was sorted and delivered (which was supposed to be expedited but now its been weeks again). The original order I placed was Dec 7, still dealing with this feb 17. still have no stools, and one giant wrong chair, and very little information other than being told "its coming!"
Phoebe Hart
Get ready to wait
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.
Stephen Dewitt
6+ months to get a couch that was promised in 2
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.
Kara Skofstad
Seamless
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.
Jamie B.
Great Couch, Poor Shipping
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.
Max Grano De Oro
We purchased the nomad 6 seat sectional…
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.
Jefrey Higdon
Horrible service.
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.
SH
I couldn’t tell you if the furniture is comfortable because I still don’t have all the pieces
**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.
Daniele Ventresca
Never order with Burrow ever again
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.
Cloud
Burrow is a scam!
Burrow stole my money. I placed an order for a coffee table which was listed (and is currently listed) as “in stock ready to ship.” It has been over two months and 1/2 of the coffee table has not arrived. When I complained on two occasions, they told me that the item would ship, but it never shipped. Avoid this scam company at all costs. They will happily take your money and not ship the item to you, all the while lying and engaging in deceptive and fraudulent advertising.
Bo
Great products and customer service!
I ordered a table and two chairs. They’re wonderful quality—sturdy, well built, comfortable, and attractive. Shipping/handling was slooooow. I knew when I ordered that items in my order were back ordered, but the time window was overshot by about three months. My table arrived at the end of the original estimate window (mid October, it wasn’t on back order), but I had no update on the chairs. The original timeframe for shipping was late November to early December. When I had no update by mid December, I reached out to customer service and received a prompt response with a late December ship date. Followed up again in mid January and Jayson, the customer service rep I was emailing with kept me informed until the chairs shipped. TLDR: shipping on back ordered items was boarding on unacceptably slow, but the products are worth the expense and customer service is very responsive and incredibly helpful.
Tyler G.
I received my order fairly quickly
I received my order fairly quickly. The packaging was amazing. Putting the sofa together was the easiest thing I have ever had to put together. It literally was done within a half an hour and the end result was a very sturdy absolutely comfortable sofa. I love it, and I would easily order again from Burrow !!
Tim Devol
The Looooooong Wait
The sofa was bought and paid for in mid Sept. and all of the prices finally arrived end of January. There was no communication from Burrow until I initiated it in November. When the sofa did arrive it was missing 4 legs. Need I go on? We do finally have a sofa with all of its legs.
Mark Lentz
No Phone Support a Disaster
The lack of phone customer support made it impossible to address a simple problem. Ultimately, I only succeeded in righting the order by calling your Soho showroom. This is in contrast to excellent experiences I had with Burrow before you were bought out and collapsed your support.
William Henderson
Easy to assemble with clear…
Easy to assemble with clear instructions. Good quality product.
Mark Dockter
I have ordered twice from Burrow
I have ordered twice from Burrow. Communication has been great. Items delivered early. Love the 2 items I purchased. They both fit perfectly.
Andrea
Overall the experience was very good…
Overall the experience was very good with good customer service and speedy delivery. The one issue being that no instructions were included in any of the 3 boxes I received. Because this purchase was for add ons the previous sections, we were able to put it all together. A first time buyer would have had a hard time.
Barbara Mikolajczak
Feels like a scam!!!
I placed an order for a sofa on December 1st with a shipping estimate of 10-12 days. It is now nearly two months later, and I have nothing to show for it but a string of broken promises.Here is the timeline of their incompetence:Dec 1: Ordered sofa. Expected delivery mid-December.Dec 30: A week after it was supposed to arrive, I sent an email and received an update that pushed the shipping date to "no later than Jan 9, 2026."Jan 12: Still nothing shipped. I reached out again.Jan 27: This was their second "guaranteed" deadline. It has now passed, and my order still hasn't shipped.There is no phone number you can call. You are completely at the mercy of their broken promises via email, which only sends generic copy-paste responses about "unexpected delays due to fulfillment constraints."If you don't have the product, don't sell it. At this point, they are holding my money with zero transparency and no way to speak to a human. It’s starting to feel less like a furniture company and more like a scam.Avoid Burrow at all costs!!!
Jim
Consider Another Furniture Store
Let's change this to ZERO stars. Ordered Nomad loveseat with chaise and carefully assembled until the last leg, where one of the thumbscrew sockets was damaged and cannot accept the screw, therefore, one leg cannot be attached. The second step was to build (attach legs and brackets) the chaise section. The thumbscrew holes for the leg plates are milled too close together so you can only screw in one bolt, not fully securing the leg. This is poor manufacturing, and here, I was under the impression that I was purchasing a quality piece of furniture. Customer service at Burrow is basically non-existent. There is no phone number available. Emails go unanswered. I’ve come up with a practical solution which would require replacing two parts and emailed their customer support team multiple times and still waiting. In the meantime, I have an unusable loveseat laying on its back in the middle of my apartment, waiting for replacement parts that ARE NOT broken - from a company that will not provide help. I am a senior citizen and unable to take apart or move this couch and there seems to be NO URGENCY on Burrow’s part to rectify the fact that I was sent broken pieces of furniture. I expect more for the price I paid for this. Extremely disappointed. And still waiting for customer service to contact me. UPDATE: It took too long, but customer service finally notified me that replacement parts have been ordered. They arrived yesterday and the Chaise Base is still NOT machined correctly - the holes are off and the legs will not screw in. For what it's worth, if you have money to blow, then go ahead and take your chances with Burrow. Otherwise, shop elsewhere. I've learned my lesson.
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