Complaints

This profile includes complaints for Burrow, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Burrow, Inc.

  15 W 27th St Fl 9 New York, NY 10001-8023

• 

  Burrow, Inc.

  47 Wooster St New York, NY 10013-2295

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Burrow Nomad Sectional on 5/27/25. Received an email on June 12th saying the arm style I ordered was not available, so I chose another arm style. Burrow offered a $50 credit for the inconvenience.Asked for an update on 6/25/25, and customer service has been unable to provide any. Requested a refund on 6/1/25, and have not received a response. Unacceptable customer service by this company.

• Initial Complaint

  Date:06/24/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a couch over a month ago. The delivery was originally scheduled to be shipped no latter than June 10, but as of today, the order status still shows waiting fulfillment. The order included a set of queen-sized sheets that were part of a promotional bundle. I received the sheets, but the couch the core of the order has not shipped or shown any movement.Ive made multiple attempts to contact Burrow through their website and email, but *** received no response or support. I am now requesting a full cancellation of the order and a confirmation that I will not be charged return shipping for the sheets since they were part of a bundled deal based on the couch purchase.The lack of communication and delay has created a stressful experience, and I believe this issue warrants immediate action. I am seeking a full cancellation of the order with no return shipping charges and a refund if any payment has already been processed.Please advise on how to proceed, and I expect resolution within the timelines set by your policies and BBB standards.

• Initial Complaint

  Date:06/18/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from Burrow during their Presidents Day sale in February. At the time of purchase, I was informed that the item was backordered and would arrive in *****. When ***** arrived, I received only 4 out of the 5 boxes required for the complete sofa. The tracking information for the missing box simply stated "label created," but it was never actually shipped.I promptly reported the missing piece and was mistakenly sent the wrong item. I notified Burrow of the continued issue and was told the correct part would be sent within a week. However, I was later informed that fulfilling my replacement had to be delayed due to other order priorities and that the missing piece was again out of stock. I was told it would ship in mid-****.I remained patient for four months, but when **** arrived, I was informed that a system error prevented the replacement order from being routed to the warehouse, even though the component is currently in stock. The issue has supposedly been escalated to their operations team, but I have yet to receive an updated timeline for delivery.I placed my order through Havenly, and they report that they have continued reaching out to Burrow on my behalf, but have not received a *********** this point, it has been over four months since my purchase, and I still do not have a complete sofa. I am extremely frustrated by the lack of communication, follow-through, and accountability.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** sofa in November 2024. I received defective arm rests and a defective ottoman during the first order. After several emails and texts requesting videos of me trying to show that the s**** holes were not machined properly I was finally sent a replacement for the arm rests, I was never sent anything to replace ottoman. I received the replacement pieces just before Christmas. I tried to install yesterday 1/20/25. The replacement armrest has the same defect as the first. So now *** spent $2,800 on couches that I cannot use and that the manufacturer cant seem to fix. I do not have original boxes to return and the company knows this. I would like to speak to someone from the company and get my money back.

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Burrow, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am incredibly disappointed in my Burrow Nomad sectional sofa.. and Burrow does not care. Worst customer service ever. We purchased our sectional online and have regretted it ever since. This is the hardest, most uncomfortable couch I have ever sat on. When I emailed Burrow to express my dissatisfaction, they gave me a lame reply of it takes a while to break it in because its new. Well, now that its over 9 months old, it is showing wear . One of the cushion seams is coming apart. The foam is denting and still stiff.Then theres the claim to be pet friendly. Burrow boasts that Safe, durable fabrics. Low-maintenance rugs. And absolutely no rules on who can sit where. My dogs hair will not come off this couch. I have spent countless hours vacuuming and dog hair rollers. I bought a special attachment for my vacuum to remove pet hair from upholstery. Its almost as if this fabric was developed to have pet hair stick to it. Its incredibly frustrating. I hate this couch. I do not recommend this couch or this company.I wasted $3271. I want my money back and I want this company to remove their claim that the fabric is pet friendly. It is literally the opposite. I am angry.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received our burrow sectional two months ago. From the start we had issues (cushions constantly falling down and it just felt so cheap). **************** offered us $200. Then TWO MONTHS LATER one of the cushions is completely dilapidated and we barely sit on the thing! Also, we noticed the back is just completely misaligned. Its not straight at all and the whole thing is so low quality(My husband is a ********* so I know it was put together as accurately as possible). I wish we had just returned it but I didnt realized before purchasing that if you return they charge you 20% of what you paid for the product if you dont have the boxes or 10% if you do! So much for no risk trial When contacting them about the issues we are having already with the cushions deflating, customer service tried to say I voided the warranty by accepting the $200 credit - No where on their email does it state this and I did not agree to it. I was sold a faulty product and would like a refund. Id be happy to return, but I am not paying return shipping for a faulty product.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a Range sofa from Burrow after visiting a showroom. The product we received does not have even stuffing, has legs that float off the ground with no way to shim or adjust and is an unattractive product. Im very disappointed and am reading reports from other customers that returning the product is a hassle. I hope that doesnt happen to us when we initiate our return.

  Business Response

  Date: 07/15/2024

  Hi *******,
  
  Thank you so much for reaching out and bringing this to our attention.
  
  We'd be happy to assist you with these issues. However, with the information provided, we were unable to locate your order. Could you kindly respond to this message or email us at *********************************** We are eager to resolve this for you as quickly as possible.
  
  In the meantime, it seems that the back cushion inserts might not have been installed. These should be inserted into the back panels. If you did not receive them, please contact our support team via email, and we will ensure they are sent out to you promptly.
  
  Additionally, please note that the legs of the Range Collection may sit unevenly if installed incorrectly. Make sure the bubble side of the plate is facing the floor. Using the sofa with the plates installed incorrectly can cause permanent damage to the legs, which may require a full leg replacement.
  
  Finally, if you prefer to return your sofa, please contact our support team within 30 days of receiving your order, and they can start the process for you.
  
  If you have any other questions or need further assistance, please don't hesitate to let us know!
  
  Best,  
  The Burrow Team

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a rug from Burrow. Reviews highlighted lack of pilling and how the rug has stood up over time. We now realize they lump all rug reviews together so what we were reading was not about this rug at all. Upon receiving the rug, we first noticed a lot (dozens) of pieces of yarn sticking out. After just a month or two, the rug has become very fuzzy. Burrow suggested vacuuming which we do regularly and it continues to look worse. When pushed, they offered a small sum money or to replace the rug. This rug is terrible quality and we do not with to have another which *** explained. I understand they dont want to fully refund but we think a fair offer is to replace with an alternative rug. They refuse. Our order number is ******

  Business Response

  Date: 06/27/2024

  Hi ******,
  
  Thank you for sharing your feedback. We sincerely apologize for the inconvenience you've experienced with your recent rug purchase.
  
  Our records indicate that you have accepted a 30% refund of $259.00 and have been offered a replacement rug to address the issue.
  
  As per our return and exchange policy, which can be found at burrow.com/returns, we are unable to process a return or exchange for a different rug beyond the 30-day return period, which ended on January 1st, 2024. However, we remain committed to ensuring your satisfaction and are more than willing to provide a replacement rug if needed.
  
  We value your business and hope to have the opportunity to restore your faith in our products and services. Please let us know how you would like to proceed.
  
  Best regards,
  The Burrow Team

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  we still have a rug that is falling apart  after getting nowhere with Burrow, their only offer was 30% of the purchase price or to send me another poor quality rug  I made it clear that was not acceptable.  It was their only offer and have 30+ emails back and forth, I couldnt keep arguing with what was clearly an AI bot who didnt understand  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 07/09/2024

  Hi ******,
  
  As before, we are unable to process a return or exchange for a different rug beyond the 30-day return period, which ended on January 1st, 2024.  (As per the return policy available at *******************) 

  However, we are more than willing to provide a replacement rug in addition to the 30% refund we have already provided.
  
  Best regards,
  The Burrow Team

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As I shared with Burrow, I completely understand a 30 day return window. However, return windows are for if youve changed your mind about a product. The rug we received has fallen apart rapidly. Unfortunately, it didnt within 30 days but quickly thereafter, and continues to worsen. A return window is not related to defective products. It is for changing your mind about a product. This product is a defect and its frustrating that they wont stand behind their product. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with a recent purchase from Burrow, Inc. On May 30th, 2024, I ordered the Range 4-Piece Sectional from your website (***********************************). Prior to purchasing, I visited the showroom located at ****************************************************************************, to ensure the quality of your products. The showroom display and the website images portrayed a high-quality product, which influenced my decision to make the purchase.Upon receipt of the furniture, I encountered several issues that have prompted this complaint:Misrepresentation of Product: The sectional delivered to my home significantly differs in appearance and quality from the one displayed in your showroom and depicted on your website. This discrepancy is misleading and raises concerns about the accuracy of your product representations.Assembly Difficulties: Contrary to the expectations set by your promotional materials, the assembly process was not straightforward. The lack of clear instructions compounded the difficulty of assembly.Structural ***************assembly, the sectional exhibited multiple structural issues. There were noticeable gaps between the chaise and the couch, indicating alignment problems. Additionally, some of the legs were not properly securing to the floor, causing instability.Quality Concerns: The overall quality of the materials and construction is unsatisfactory and does not reflect the standard promised at the point of sale.These issues not only undermine the usability and aesthetic of the furniture but also suggest a broader concern regarding the integrity of your product descriptions and quality assurances. This experience is disappointing and falls short of the expectations set by your companys reputation.

  Business Response

  Date: 06/13/2024

  Hi ****,
  
  Thank you for taking the time to leave this review.
  
  Were sorry to hear about the issues youve experienced and would love to assist you further.
  
  The Range Sofa is prone to gaps and floating legs if the sofa is assembled incorrectly, but this can be easily fixed. Please ensure the narrow panels are installed at each end of the sofa, with the wide panels in between. Additionally, please ensure that the leg plates are installed with the convex side outward. Failure to do so will cause the legs to sit too high up. (Weve attached an image below.)
  
  You can find our Range assembly instructions here: **************************************************
  
  If this doesn't solve your issues, we'd be happy to send any replacements required! Since you haven't contacted us for assistance, a Team Lead will email you shortly to help resolve the matter. If you wish to start a return instead, or have any other questions, please dont hesitate to contact us at **********************************. 
  
  We cant thank you enough for bringing this to our attention. Your feedback is invaluable in helping us improve our services.
  
  Best, 
  The Burrow Team

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm so disappointed in everything about my purchase with Burrow. I was so excited about my purchase and the investment in beautiful furniture but as soon as I started putting it together I realized it was all a disaster. For starters, you think the couch is custom made when you order it but we saw the materials and pieces had been put together months before I ordered. That felt disingenuous. When it came to assembly, the pieces in the couch I had were not even close to those of any assembly videos and they were irrelevant. They don't tell you each piece needs to be precisely lined up to the nanometer or you won't get anywhere. Instead of a "10 minute" set up process, it took 6 hours with 3 people. That is absolutely false advertising.When I finally got the couch set up, it started to lose its shape almost immediately. When I tried to leave a review on the website while I was logged in with the account attached to my order, I realized there was no way to actually leave a review, leaving me to believe the reviews available are fake and they're trying to dissuade anyone with a negative take from leaving a review.There are many questionable business practices here but the main being the false advertising of being able to easily set up their couches in 10 minutes.Webpage with false advertising claim: **********************************************************************************

  Business Response

  Date: 05/24/2024

  Hi *******,
  
  Thank you for sharing your experience with your recent purchase from Burrow. We deeply regret that your excitement turned into disappointment and want to assure you that we understand how this can be frustrating.
  
  Firstly, we apologize for any confusion regarding our manufacturing process. While our furniture is handmade and modular, we do not claim that items are made-to-order. Our intention is to offer customers the flexibility to assemble their furniture in configurations that best suit their needs.
  
  Regarding the assembly process, we understand that your experience did not match the expectations set by our guidelines. We acknowledge that some customers may require more time and precision for assembly, and we apologize if this was not clearly communicated. 
  
  We also want to clarify that our reviews are managed by a third-party service called YotPo, which ensures authenticity. Customers receive an email from YotPo within two weeks of their expected order delivery to leave a review. Reviews are not left through customer accounts on our website. For those seeking a range of feedback, reviews can be sorted by star ratings at the bottom of any product page.
  
  We sincerely apologize for any inconvenience you faced in leaving a review and assembling the sofa. If you continue to experience issues with your sofa or need further assistance, please dont hesitate to contact us at *********************************** We are here to help and want to ensure that your concerns are addressed to your satisfaction.
  
  Best regards,  
  The Burrow Team