BurrowReviews of burrow.com

Response from Burrow· Oct 9, 2025

Hi Amy, Thank you for sharing your experience. We’re truly sorry for the lack of timely updates and the disappointment this situation has caused. Unfortunately, the rug you ordered is currently out of stock, and the order will need to be canceled. We completely understand how frustrating this is, especially given your past positive experiences with us, and we sincerely hope to have the chance to regain your trust in the future. Our team will be in touch shortly to confirm the cancellation and refund details.

Response from Burrow· Oct 9, 2025

Hi Richard, We’re really sorry to hear about the communication delays you experienced. We know how frustrating it is to be left waiting for updates, and that’s not the level of transparency we aim to provide. Our team is actively improving communication timelines so customers stay informed throughout the entire order process. We truly appreciate you bringing this to our attention, and hope to have the opportunity to earn your business in the future!

Response from Burrow· Oct 7, 2025

Hi Melda, Thank you for sharing your experience. We understand how frustrating the delays to your order must be, and truly regret any inconvenience caused. It looks like your order experienced a longer lead time than expected, and our team has been in touch with updated shipping details. We’re actively working to get it on its way as quickly as possible and appreciate your patience in the meantime!

Response from Burrow· Sep 29, 2025

Hi Jennifer, Thank you for sharing such detailed feedback. We understand how frustrating it must have been to experience delays, limited communication, and confusion around your cancellation request, and while we’re glad to see that your order was ultimately canceled and refunded as requested, it’s clear we could have handled things more smoothly from the start. We’ve shared your feedback with our team, and if there’s anything further we can do to support you, please don’t hesitate to reach out directly at [email protected]. We’d love the chance to earn back your trust in the future!

Response from Burrow· Sep 28, 2025

Hi James, Thank you for sharing this feedback. We’re very sorry for the long wait on your order and the difficulty you’ve had getting clear updates from our team. While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates, and our team would really love the chance to make things right. We've sent you a request for additional information so we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team so that we can provide you with the most accurate, up-to-date information regarding your order!

Response from Burrow· Sep 28, 2025

Hi Cassidy, Thank you for sharing your experience. We can only imagine how frustrating it must feel to be left without communication after placing such a significant order, especially with your delivery window passing and your attempts to reach us going unanswered. That’s not the experience we want for our customers, and we're truly sorry for any stress this has caused. That said, we can confirm that all eligible items from your your order have been canceled and refunded in full. We've also passed your feedback along to the appropriate team to make them aware of potential pain points on the customer journey. We understand that you opted for a refund this time around, but we’re thankful for the opportunity to earn your business, and would love a chance to improve your opinion of us in the future should you ever need our services again!

Response from Burrow· Sep 28, 2025

Hi Ali, Thank you for taking the time to share such detailed feedback. We completely understand how frustrating it would feel to order a "ready to ship” item with a clear delivery timeframe, only to be met with vague updates on your order's status. That’s not the level of service or transparency we aim to provide, and we're truly sorry for the stress this has caused. We’ve flagged your review with our Customer Experience team so they can follow up with you directly and provide a clear resolution, so please be on the lookout for communication from our team! Your patience is greatly appreciated, and we're committed to getting this resolved quickly for you. We’d love the chance to restore your confidence in us!

Response from Burrow· Sep 25, 2025

Hi Jen, Thank you for sharing this feedback. We’re very sorry for the long wait on your order and the difficulty you’ve had getting clear updates from our team. While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates. Our team would really love the chance to make things right! While we are currently unavailable for inbound phone calls, our team is more than happy to reach out to you by phone when requested. That said, we've sent you a request for additional information so we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team so that we can provide you with the most accurate, up-to-date information regarding your order!