The bolsters are gorgeous, but I wish I'd been told that the new Nomad sectional is a very different measurement than the Nomad sectional I bought in 2023, because the bolster I just bought are too lo... See more
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I love the look and quality, but one drawer on each dresser won't close all the way. I have tried everything suggested--customer service says they aren't leveled properly. So I keep clothes I don't we... See more
The pros: ability to assemble the couch and chair ourselves and not have delivery men come in the house. The customer service staff once you get a hold of them Cons: customer service is through emai... See more
Company replied
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 informa... See more
Company details
Written by the company
Burrow makes furniture that works harder, so you can live easier. Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Contact info
15 W 27th St , 10001, New York, United States
- support@burrow.com
- burrow.com
2.6
Poor
668 reviews
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Replied to 100% of negative reviews
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"In stock" items not in stock and eventually cancelled; Poor quality furniture
I had a very disappointing experience with Burrow. I bought one of their original Nomad sectionals years ago and found it really uncomfortable and way too firm. So when my original Nomad got ruined during a recent move, and since I heard that Burrow supposedly improved the Nomad cushions, I ordered another sectional along with matching pieces this time (the sleep kit and some other furniture with the same color theme). However, even though the site said the sectional was in stock and ready to ship, about two weeks later Burrow cancelled the sectional portion of my order without even getting a hold of me to offer a solution. Getting a human on the line or managing the order myself was frustratingly difficult. I’m now stuck with items I bought to match a sectional that never arrived, which makes the whole experience even more disappointing.
September 9, 2026
Reply from Burrow
Hi Leigh,
Thanks for taking the time to leave a review. We're sorry that your decision to give us another chance led to such a disappointing experience. The cancellation of your sectional should have been communicated more clearly, with an opportunity to discuss your options, especially since you'd purchased other pieces to go with it. We're also sorry that getting help afterward was so difficult.
That said, we'd welcome the opportunity to take another look at your order and see what options may be available for the remaining items. If you're open to it, please reach out to us at support@burrow.com with your order number so our team can help from there!
The sofa is nice
The sofa is nice, the,reason I don't ratevot 5 stars is because it came in many packages over several days
September 13, 2026
Good quality, good service, would but from Burrow again
Helpful customer service when I have questions about matching the color of leather from a previous purchase.
Quality of the couch itself has been really good. We've had the couch for over a year and it stop looks and feels good. No sagging.
Everything was pretty easy to put together.
September 6, 2026
Slow to Respond
It took almost 3 months to receive all parts of the couch. The couch was delivered over the course of a week with only one tracking number until I reached out to support.
September 12, 2026
Reply from Burrow
Hi Austin,
We're sorry it took almost three months to get your whole couch, and that the pieces showed up over the course of a week and showed only one tracking number. We understand this made it hard to keep track of the delivery. We've shared your feedback with our team. If there is anything more we can do to further assist you, please contact us to support@burrow.com and our team will be happy to help.
Love the free samples and shipping
Love the free samples and shipping! Super fast.
September 11, 2026
I ordered something from Burrow
I ordered something from Burrow, and then waited over a month to find out that they would not deliver it to me. They had a "problem" with a component.
Communication was painful. Their online bot is a waste, and then you have to wait days (at least 2) to get a response from their email system.
September 10, 2026
Reply from Burrow
Hi there,
Thanks for taking the time to leave a review. We're sorry you were left waiting so long, only to learn that we couldn't fulfill your order. You should have received clearer information much sooner, and we're sorry that getting answers from our team was such a difficult process.
We appreciate you being candid about your experience, particularly the challenges you encountered trying to reach us for help. We'll be sharing your feedback with our team, as there's clearly room for improvement in how we communicate and support our customers.
Customer service could be much better
September 7, 2026
Reply from Burrow
Hi Surya,
We're sorry to hear your experience with our team fell short of expectations. We'd appreciate the opportunity to learn more about what happened and see how we can help.
If you're open to sharing more, please reach out to us at support@interiordefine.com with a few additional details so our team can take a closer look. We appreciate you bringing this to our attention.
We are very happy with the sofa…
We are very happy with the sofa sectional, though we probably made a mistake on the color by getting too light a sofa sectional. We have a dark colored dog that sheds, and we didn’t really think it through.
It’s comfortable, looks very nice, and is a very solid piece of furniture. The one disappointment in the entire process was that it took almost 2 1/2 months from the time we ordered to receive it. I understand that’s because demand was high, but it was a month longer than we were told it would be when we first ordered. Other than that, it was a very good overall experience.
September 3, 2026
The chair seat is hard as a rock
Although the chair I bought “looks” lovely, it is not a very comfortable chair to sit in. It barely feels like there is any padding in the seat, cheaply constructed.
September 10, 2026
Multiple random date deliveries
Missed shipping date. Contacted customer service, they said there is a delay in manufacturing and shipping. Missed second deadline. Customer service said that they would notify when pieces are shipped, they never did. Pieces come randomly in different boxes at different times. Sat with a half made sofa for over a week. Always wondering if I’m going to be missing pieces. I live in an apartment and having bulky boxes delivered at different times was very inconvenient vs being home for one day for one delivery. Although I like the construction and design so far and would like to order other pieces; I probably would not order from them again. Very stressful experience.
September 3, 2026
Reply from Burrow
Hi D.C.,
Thank you for taking the time to share your experience. While we're glad to hear you're happy with the design and construction of your sofa, we're sincerely sorry that the delivery process has been so stressful. We recognize how difficult it is to plan around changing timelines, particularly when shipments arrive without the updates you were promised.
We appreciate your patience throughout the process and regret that the experience has left you hesitant to shop with us again. Your feedback is important, and we'll be sure to share it with our team as we continue working to improve our shipping and communication practices. We hope to have the opportunity to provide a much better experience in the future.
Humans still in charge at Burrow
A human answered my email requesting 2 more chair legs, so that was nice.
September 9, 2026
Reply from Burrow
Hi! Thank you for sharing. We're glad you were able to connect with someone on our team about the additional chair legs. We hope everything gets sorted out smoothly, and if there's anything else we can help with, please don't hesitate to reach out!
POOR CUSTOMER EXPERIENCE
Still havnt received my couch- takes a a while to be made, ok fine. But No updates along the way? No responses to emails from team In two months? Not acceptable
August 30, 2026
Reply from Burrow
Hi Gem,
Thank you for sharing your experience. We're so sorry for the lack of communication surrounding your order, especially after you've made several attempts to reach our team. While some pieces take additional time to produce, you should still be able to count on timely updates and support throughout the process, and we regret that this hasn't been your experience.
We've requested some additional information so we can look into your order and have our Customer Experience team reach out directly to assist further. We appreciate your patience and hope to help get things back on track.
We LOVE our Mercer Sectional
We LOVE our Mercer Sectional.
I highly recommend Burrow
September 9, 2026
Reply from Burrow
We love hearing this, Heidi! Thank you so much for the kind words and for recommending Burrow. We're thrilled you're enjoying your Mercer Sectional and hope it continues to be a favorite in your home for years to come!
A section of my four section couch has…
A section of my four section couch has been sitting at UPS for a month now. I’ve also had to cancel two items. It’s a shame because I absolutely love the furniture
September 9, 2026
Reply from Burrow
Hi Jeffery,
Thank you for sharing your experience. While we're glad to hear you love your furniture, we're so sorry that shipping delays have overshadowed what should have been a much better experience. We regret that these issues ultimately led you to cancel part of your order.
If you need any additional assistance with your remaining items, please don't hesitate to reach out to our Customer Experience team at support@burrow.com. We'd be happy to help however we can, and truly appreciate you giving Burrow a chance.
Everything went as I thought and they…
Everything went as I thought and they keep you up to date on the process. The piece of furniture is beautiful and arrived packed well.
September 9, 2026
Reply from Burrow
Thank you so much for sharing, Julie! We're happy to hear everything went smoothly and that you felt well-informed throughout the process. It's wonderful to know your furniture arrived safely and that you're loving your new piece. We truly appreciate your support!
The company has no idea when the…
The company has no idea when the furniture will be delivered.
September 8, 2026
Reply from Burrow
Thank you for sharing your experience. We're sorry for the uncertainty surrounding your delivery timeline and the lack of clear information about when you can expect your furniture. We know how important reliable updates are, and we regret that we haven't been able to provide them.
If you still need assistance or would like us to take another look at your order's status, please reach out to our Customer Experience team at support@burrow.com. We'd be happy to help however we can.
Sold It ... But Didn't Have It to Sell
You sold me a sofa that. you didn't have in stock. It's not simple inventory mismanagement; it's incompetence. And highly insulting. You took my money and didn't have the product to sell me. And now ... "we don't know when we'll have it for you"???? More than unacceptable. Disgraceful.
September 7, 2026
Reply from Burrow
Hi Robert,
Thank you for sharing your experience. We're sincerely sorry for the confusion surrounding your sofa's availability and the disappointment this has caused. You should be able to trust the information provided when placing an order, and we regret that we fell short of that expectation.
We understand your decision to cancel and are sorry we weren't able to provide the experience you expected. We appreciate you giving Burrow a chance and will be sure to share your feedback with our team.
Indefinite delay in shipping
I purchased this couch in July with an expected and confirmed delivery date for early October. When I followed up with burrow in early October they said they were delayed and expected the couch to ship in December. Delays happen, but the company does not disclose any delays or issues with shipping. Instead they wait until the customer reaches out after the expected delivery date and makes no attempt to provide alternatives or even apologize for an additional 2 month delay. Based on this experience, I will be cancelling my order and avoiding burrow for all future furniture purchases.
August 30, 2026
Reply from Burrow
Hi Kristen,
Thank you for taking the time to share this. We're sincerely sorry that your experience with Burrow has been so disappointing. While delays can happen, you shouldn't have to repeatedly reach out for updates, especially when delivery timelines change so significantly. We recognize that better communication could have made a difference here, and we're sorry we fell short.
We understand why this experience has led you to reconsider your purchase, and we truly appreciate you giving us a chance. We'll be sure to share your feedback with our team and hope to have the opportunity to provide a much better experience in the future.
Not a great company
I ordered my ottoman over a month ago. I received the wrong one, have yet to receive the correct order. The order has been stuck at “label created” for a few weeks. This company is not ran well at all. Bad customer service along with always messing up orders.
September 7, 2026
Reply from Burrow
Hi Lucas,
Thank you for sharing your experience. We’re so sorry for the mix-up with your order and the trouble you’ve had getting the correct ottoman delivered. We also apologize for the delay in addressing your concerns, especially when you've already been waiting longer than expected.
We've asked our Customer Experience team to follow up with you directly to help get things sorted out. We appreciate your patience and hope to have this resolved for you soon.
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