BurrowReviews of burrow.com

Response from Burrow· Jan 18, 2026

Thanks for sharing this, Edgar! Oftentimes, large furniture items requiring assembly are shipped in multiple boxes, so chances are that the remaining panels and legs aren't too far behind. That said, if they don’t reach you within the next few days, please reach out to our team at [email protected] so we can track them down and make sure you’re all set!

Response from Burrow· Jan 18, 2026

Thank you for sharing this, Bob. We can definitely understand how disappointing this experience has been, and apologize that the lack of communication and follow-through added to your frustration. Feedback like this is important in helping us to identify pain points along the customer journey, and we’ll be sharing it with our Leadership team as we continue to evaluate ways to make our post-purchase experience more supportive and transparent.

Response from Burrow· Jan 14, 2026

Hi HB, Thank you for sharing this. We understand how frustrating it is to experience delays in communication and to feel let down by how product concerns are addressed. We also appreciate you taking the time to share your experience, and feedback like this is taken seriously as we evaluate both our product performance and how we support customers when issues arise going forward.

Response from Burrow· Jan 12, 2026

Hi Tas, Thanks for taking the time to share your experience. We’re truly sorry for the confusion around your cancellation request, and we can agree that the back-and-forth would be understandably frustrating. We also appreciate you being candid about the sofa itself. Comfort and ease of assembly are important, and feedback about firmness and cushion height is helpful for our team as we continue to evaluate the Span design. While we’re glad the overall look resonated with you, we understand that design alone doesn’t make up for how it feels day to day. If you’re open to it, we’d really like to help make this right, and have sent you a request for additional information so we can look into this. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team!

Response from Burrow· Jan 5, 2026

Hi Catherine, Thank you for taking the time to share your experience. It’s clear how exhausting and disappointing it's been, especially over such a long stretch of time. We understand why this feels like bad business, and your frustration is completely valid. That said, your feedback has been shared internally, as it highlights areas where we can improve as a company. We hope to have another opportunity in the future to restore your confidence and provide you with the level of service you deserve!

Response from Burrow· Jan 5, 2026

Hi Gerald, Thank you for sharing this. We understand how upsetting it is to receive the wrong sofa and to feel stuck waiting for a resolution. That’s not the experience you should have, and we’re sorry for the frustration this has caused. We do want to acknowledge that our customer experience team is actively working with you to get this sorted and make things right. We appreciate your patience as the team continues to coordinate next steps, and we’re committed to seeing this through to a proper resolution!

Response from Burrow· Dec 22, 2025

Hi Tony, Thank you for sharing this. We can certainly understand how frustrating it is to end up with the wrong item, especially after a smooth first experience and a significant investment. That’s not the level of service we strive for, and we’re truly sorry for the disappointment. That said, we did check in with our customer experience team, and they confirmed that multiple emails were sent to the email address on file on 12/3, 12/4, and 12/5. When there wasn’t a response, the case was closed, but it will reopen as soon as you reply to any of those messages. We recommend checking your spam or junk folder as well, just in case the emails were filtered there. To make sure this doesn’t fall through the cracks, we’ve also asked the team to follow up again at the email address we have on file, so please keep an eye out for that outreach. We truly want the chance to help get this sorted and appreciate you bringing it to our attention!

Response from Burrow· Dec 14, 2025

Hi Tina, Thanks for sharing your experience! We can understand how disappointing it is to wait months for an order only to feel let down by the quality and the lack of timely support. That’s not the experience we want for returning customers, and we know how frustrating slow email responses can be when you’re trying to get real answers. We’ve shared your feedback internally so that we can address both the quality concerns and the gaps in communication moving forward, and we appreciate you bringing this to our attention.