BurrowReviews of burrow.com

Response from Burrow· Sep 18, 2025

Hi Isabela, Thank you for taking the time to share your experience. We completely understand how stressful and disappointing it must feel to be waiting this long without clear updates, especially with family visiting soon. This isn’t the level of communication or support we want for our customers, and we're truly sorry for any frustration caused. That said, we want to make sure you get the most accurate, up-to-date information about your order status, and we've sent you a request for additional information so we can locate your account. Once we receive that information, we'll make sure that this is escalated to our Customer Experience team so they can look into it right away and provide clarity on next steps. Your feedback matters, and we’re actively working on improving transparency around shipping and fulfillment so that experiences like this don’t happen again. We hope we’ll have the opportunity to turn this around for you and restore your confidence in us.

Response from Burrow· Sep 17, 2025

Hi Sona, Thank you for taking the time to share such a detailed review. We completely understand how frustrating this experience has been, especially after placing your order with the expectation of a clear timeline and then dealing with repeated delays. We're truly sorry for the stress and inconvenience this process has caused. We also hear your concerns about the refund. Our standard policy requires refunds to be processed back to the original form of payment for security reasons, but we recognize how complicated that has been for you, with your original account having closed. 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'd really like the chance to make things right and want to make sure you aren’t left in limbo. 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 us. Our team will work with you to confirm the refund status and find a resolution as quickly as possible. Your feedback is incredibly valuable to us as we continue working on improving both communication and the overall customer experience. I hope we’ll have another opportunity in the future to restore your confidence and provide you with the level of service you deserve.

Response from Burrow· Sep 14, 2025

Hi Ronnie, Thank you for sharing your feedback. We're truly sorry for the extended delays and the frustration they caused. We completely understand how disappointing it is when timelines shift without notice, and that isn't the experience we want for our customers, especially on a purchase as important as a new sofa and ottoman. We understand your decision to ultimately cancel under these circumstances, though we regret losing the opportunity to deliver your pieces. That said, we’d love the chance to earn your business in the future, and we’re working hard to improve communication and timelines so that experiences like yours don’t happen again. If you ever decide to give us another try, we’ll be here to help make it right from the start!

Response from Burrow· Sep 14, 2025

Hi Steve, Thank you for sharing this with us. We’re sorry to hear that the outdoor collection hasn’t met your expectations, especially with regard to care and replacement options. While we don’t currently offer separate cushion covers or rain protectors, we understand how important durability is for outdoor furniture and have passed this feedback along to our product team for consideration. If you’d like to chat further about care recommendations or alternative solutions for your set, please feel free to reach out to us at [email protected]. Our team would be happy to help!

Response from Burrow· Sep 7, 2025

Hi Benjamin, Thank you for sharing your experience. We’re very sorry to hear that your Chorus bed frame arrived damaged and that you had to make temporary fixes just to use it. That’s certainly not the level of quality we expect for our products, and we understand how disappointing this must have been. We do see that you’ve since been in touch with our Customer Experience team and that a partial refund was issued for the bed frame. If there’s anything further we can do to support you, please don’t hesitate to reach back out to us at [email protected]. Again, we’re so sorry that your ordering experience has not been the smooth one we would hope for, but we appreciate your patience and thank you for allowing us to make things right!

Response from Burrow· Aug 7, 2025

Hi Sharon, We’re truly sorry for the experience you had with your order and the lack of follow-through on your delivery request. We understand how frustrating it is to not only have delays but also to feel like your concerns weren’t addressed, especially after you made the effort to coordinate timing. Your trust means a lot to us, and it’s disappointing to know that - particularly as a returning customer - we didn’t deliver the level of service you deserved. A member of our team has been in touch today to confirm with you if you would prefer we request a reroute of your order with UPS, back to our warehouse in the meantime. We look forward to continuing to assist with your order so we can help make this right. Sincerely, The Burrow Team

Response from Burrow· Aug 7, 2025

Hi Darlene, We’re truly sorry for the lack of communication and the delay with your media cabinet. That’s not the experience we want for our customers, and we completely understand your decision to cancel the order and go with another option. We appreciate you sharing this feedback and are sorry again for the frustration it caused. If there's anything else we can do to assist, please don't hesitate to reach out to our Client Experience team at [email protected]. Sincerely, The Burrow Team

Response from Burrow· Aug 7, 2025

Hi Stephen, We’re really sorry to hear about what happened with your couch and the damage it sustained. That’s a frustrating situation, especially after making an investment in new furniture, and we understand how disappointing it must be to feel like there’s no path to a solution. Unfortunately the manufacturer that was responsible for making our cushion replacements closed and went out of business unexpectedly this past year, and as a result, we are no longer able to offer cushions or cushion covers separately from their add-on seat modules at this time. We sincerely apologize for this inconvenience! We appreciate you taking the time to share your experience, and we’re truly sorry we weren’t able to provide the support you needed in this case. If there’s anything we can still do to help, we’d welcome the chance to revisit it with you. Sincerely, The Burrow Team