Burrow Reviews 

We specifically ordered a couch that was listed as “in stock” with a delivery time of 1-2 weeks. Our couch arrived EIGHT WEEKS later. We were told all the pieces were not in stock, which was causing the delay. We had to hound Burrow to get any sort of refund and we still received zero explanation as to how a product could be listed as in stock when it clearly wasn’t. It felt extremely dishonest and slimy of them, and I will never buy another product from this company again.

My Mercer couch, which was ordered in July of this year, took until the end of September to arrive, despite the original shipping estimate of about 4 weeks. I had to reach out to the company directly for a shipping update; they did not reach out to me.

Once the couch arrived, it was missing two key components: the back corners pieces of the sectional. The couch looks super weird without it. When I let the company know the parts were missing, they said they were receiving more inventory in mid-October and they may be able to ship it out then.

I reached out on 10/18 for an update and they let me know that they didn't get any inventory in after all, and won't until December.

This couch is absolutely not worth what I paid for it when factoring in the lack of proactive updates, the crazy delay in shipping time, and sending incomplete furniture. The customer service has been nice enough once I reach out for an update, but I don't have faith that I will receive the missing couch pieces before 2027 at this point.

Do not buy from this company.

★★☆☆☆

Burrow sells the Nomad as modular, durable furniture with a scratch-resistant, pet-friendly fabric. In practice, "modular" stops at the moment you need a repair.

The chaise cushion on my Navy Blue Performance Flatweave Nomad tore. I asked to buy just the replacement cushion or its cover. After several emails, Customer Experience confirmed that:

• The chaise cushion and cover are not sold separately
• They can't source one from spare, returned, or showroom inventory
• They won't sell the matching fabric so a local upholsterer can do the repair
• There's no timeline for when individual parts might become available

The only option offered was the full chaise set (base, cushion, and legs) for $449, to replace a single cover.

The replies were polite, but every one ended with an apology and no solution. If you're buying Burrow because it's modular and easy to maintain, know that you can't buy the individual parts that actually wear out. I'm getting it repaired locally instead.

I've bought from Burrow twice now. The first experience was great, everything was shipped and delivered quickly and was easy to put together. When I wanted to extend my configuration, I ordered additional pieces and it took over 3 months to arrive. I understand that supply issues happen, and the customer service team was incredibly responsive and great but I wish I had known prior to ordering just so I could plan for that.

Good customer service and good product

I regret buying this couch. It’s a fine couch, sure. Everyone should just go to a local furniture store, pay the same amount for a nice couch that you can sit in before you even see it, get it delivered by human beings who will set it up and take away the packaging, and people you can talk to if you want to exchange it. You will be much happier with your experience.

Why?

This company is an abomination of internet commerce. You pay around $2500 into the void for a couch you hope you like. You don’t hear anything about its delivery. It took about 3 months to get my couch. When I asked for an update because I gave them a lot of money, they told me that it “hasn’t left the warehouse,” which is no explanation at all and gave no date when it would come. Then one day I was surprised by the delivery. The delivery came over a few days and no one told me. So I wondered if I had been missing pieces. If you buy a chaise for your couch, you end up with an extra couch cushion because they send you a regular couch then all the chaise attachments. Set up of the couch is relatively easy but I couldnt get one clamp down so it’s not down. Then you have a ton of recycling and boxes to break down. Took me about an hour to break down all the recycling and then another 30 minutes to take it to a recycling center that would accept it. And if you’re not happy with your couch and want to return it - what then? You waited 3 months and what are you going to have to go through to send it back?

Am I reviewing the customer service or the product? The product is NOT worth the cost. The Nomad sectional 91" somehow feels significantly smaller than a regular 84" West Elm couch. Its not comfortable, the depth is narrow and the pillows make it look and feel overstuffed and stiff. Additionally, ANY pet hair sticks to the material immediately. For $1600?! Nope.

absolutely the worst shipping and purchasing experience I have had. will not recommend. delays, wrong items sent, items sent in parts over a month time period. No real way to talk to a person.

Missing pieces and pieces I didn’t order. Order was originally weeks late. And had to wait for correct parts to arrive. Sectional difficult to assemble. Only email communication is inadequate. Will not recommend your products

The Namad Sofa is absolutely beautiful. I already have a friend wanting it. But fair warning, no one notifies you within a reasonable time when you can expect shipment. Customer service is slow and not very helpful. It was very draining for me to try to inquire time after time about my order. The help I was finally got was from the Burrows showroom in Los Angeles. They were very nice.Unfortunately, my sofa finally arrived without the needed hardware! ! They quickly sent some of the parts, then another box with duplicate parts. Lastly, a huge box appeared with yet more parts. The one that should have been sent with the sofa originally! I would say they have issues. This company needs to stop taking orders, and work on streamlining the business because no matter how good your product is, I don’t see myself purchasing again from them.

Not transparent about out of stock items and shipping expectations at time of purchase. Still waiting on refund that was requested for large ticket items due to shipping not happening for months.

The sales staff were fantastic and very supportive. I was really nervous buying this couch without trying it, but it was the only one I could customize to fit my space. I was pleasantly surprised. Perfect amount of firmness and softness, and the fabric doesn't encourage kitty scratches. Everyone says it looks fantastic

I was promised shipment within two weeks, but when I followed up after four weeks, I was told that shipping had been delayed until early January, without any explanation. It seems that the store staff are quite disconnected from the actual operations and fulfillment process. On the positive side, my refund was processed very promptly.

I’ve had a very frustrating experience with this company. At the price point, you expect a certain level of detail that has been absent for me personally. I ordered a sofa sectional and some parts were missing, while other parts had clearly been returned as defective before and just shipped on to the next customer. The replacement pieces have taken over 20 days and still counting to fully arrive, and when they do come, they arrive very used and scratched in dirty boxes. I’m also now responsible for returning several boxes of used, defective, and partially complete products that I’ve been made to cobble together my original sectional from. I’m assuming I’m returning them so these used and damaged pieces can be passed off to the next customer just like me. Been a real headache, and has left me with a bad taste in my mouth about them.

Well built.. love it

They blew past the estimated shipment date and there is no proactive outreach. Their customer service is not able to provide credible shipping details.

If you place an order expect to receive your order 1, 2, 3, 4, ? months later than advertised — no one at the company really knows what is going on... maybe they are trying to create some kind of anticipation?

I don't recommend placing an order unless you can wait 3 of 4 months at least

arrived missing a MAJOR piece - communication not good - and took almost 3.5 weeks in total to get a side table. nuts.
need other furniture - but will NOT use Burrows again.

beautiful quality product! : )