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Burrow, Inc.This business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Burrow, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 75 Customer Reviews
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Review fromMara G
Date: 10/09/2024
1 starI would NEVER EVER recommend this company to anyone. The product is cheap and doesnt hold up and the customer service is non existent. Ive been waiting on a reply message for years. Its cheap foam just like you would find in a low end furniture store. *** bought nicer things off Temu. I shopped for months and we spent so much on a piece of garbage. These people are total money hungry frauds. Period. Charging for color swatches. Save your money and shop anywhere but here.Review fromColleen R
Date: 09/21/2024
1 starI ordered over $6000 of furniture on May 16 from burrow. Things arrived slowly and they sent me the lumbar cushions, then the two chairs and I am still waiting for the ottoman for each chair. I was given $100 for waiting and was told that now I may receive in in November! I questioned, early on, why they charge the full amount when no product has been sent and was told its because they dont retain my cc # but they gave me the $100 via my cc.Burrow, Inc.
Date: 09/25/2024
Hi *******,
Thank you so much for sharing your experience with us! Were sorry to hear about the delays with your order. We understand how frustrating it can be, especially when you're excited to receive your new furniture.
We process payment at the time of purchase rather than dispatch to manage transit and operating costs, but we appreciate your patience. We're doing everything we can to get your order to you as soon as possible and will keep you updated along the way.
If you have any other questions or need assistance, please feel free to reach out. Were here to help!
Best,
The Burrow TeamReview fromDawn B
Date: 09/06/2024
1 starWe bought a burrow sofa. It is neither comfortable or well made. It came with a tear and the leather is of very questionable quality. I hope they will return this cheap junk.Review fromMaria K
Date: 08/16/2024
1 starOn November 29, 2022 my husband and I purchased the Field 4 piece sectional lounger from Burrow. We spent close to $2000. I cannot express enough our disappointment with our purchase. The couch has begun to look extremely frumpy and the cushions have held up poorly. The integrity of the couch had deteriorated faster than your average bobs sectional. The couch is very uncomfortable, and not enjoyable to have in our most used room. It saddens us greatly that our hard earned money has not held up to today. We expected quality, and comfort for a $2000 purchase. I had emailed them to hopefully resolve this issue and all they did was offer me %20 off to repurchase additional pieces to replace the poor quality items I have now. They said since my warranty expired there was nothing they could do. I feel like we were scammed into thinking this couch would be good quality for the price point and that their limited warranty furthered our suspicion. They do not care that their product doesn't last and they are willing to conduct poor business practices to take advantage of people. They only let customers that purchase an item submit a review, so if you submit a review as soon as you get the couch, you may not do so again. This is why there are no reviews warning buyers that the product does not last as long as it should.Review fromJana S
Date: 07/17/2024
2 starsI purchased a Burrow sleeper sofa for about 2k. Literally the most expensive piece of furniture I ever bought so I took a great deal of time in researching the best sleeper sofas available. I was so charmed by all the reviews of it from multiple valid sites such as CNET that I failed to check bbb.org. It arrived on time but with one of the crucial parts having a massive manufacturers defect that prevented assembly of the couch. They said it would be three weeks minimum to replace the one faulty piece. When they sent me a replacement they sent an entire box worth of other parts that I already have. I hade a huge regret for having to just throw those many duplicate pieces in the trash. So wasteful and so inefficient. Additionally, their manual to put the sleeper sofa together is woefully lacking. And it took a great deal of sweat and swearing to actually get all the parts together to align to the highly imprecise holes in each section. The manual says you need two people, but count on three because more than four hands are necessary for the gruntwork required to overcome their manufacturing inconsistencies. Clearly they are using inferior manufacturing processes and not listening to their customers by streamlining their replacement processes and replacement shipments to avoid wanton creation of landfill trash. As I just began using it I cannot comment on its long-term durability or customer support. Ill be sure to, though.Review fromMargo S
Date: 06/09/2024
2 starsMy Nomad sofa was a problem within the first month of purchase. The chaise cushion showed a slight sag and was replaced by Burrow. Then it started to sag again. I am the only person who uses the couch and this should not happen. I should have followed up with Burrow but I just didnt have the energy. Now less than 2 years after purchase the sofa looks so bad Im embarrassed when guests visit. Burrows customer service says I can pay for another replacement cushion. Ummm I dont think so. Plus I cannot leave a review on their website which is now very suspicious to me. Do not purchase from Burrow. Great marketing. Great looking design. Horrible sofa.Burrow, Inc.
Date: 06/28/2024
Hi *****,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience with your Nomad sofa and understand your frustration with the sagging cushions.
We strive to provide high-quality products and excellent customer service, and it's disappointing to learn that we've fallen short in this instance. While your purchase is outside of our year-long manufacturer's warranty period, we regret any inconvenience this has caused you.
For further details on our warranty and return policies, visit Burrow.com/returns.
We value your feedback and will use it to improve our products and services.
Best,
The Burrow TeamReview fromAllison K
Date: 06/07/2024
1 starWe bought a burrow nomad couch - it was not super comfortable, but it was in our price range and seemed fairly sturdy and modular, so we kept it. We moved recently and the couch was going to be too large for our space, but we figured that we could reconfigure it into a couch and chair with an additional set of arms - that is supposed to be the entire point of modular furniture.I am always hesitant to buy online anything that can't be returned so I had checked their return policy which claims that you can return anything within 30 days. We purchased a $400 set of arms (absolutely rip off in terms of price for quality) and then realized that the new configuration would not work before even opening the boxes.When I tried to initiate a return, the customer service agent let me know that "add on" items were not eligible for returns (and directed me to a line hidden in their return policy after multiple misleading statements that you can return furniture in 30 days). Now, it is on me that I missed this one line of fine print, but their return policy is worded in a very misleading way, and now I am out more than $400 on furniture parts, not to mention the $2600 couch we bought precisely because it was modular and could be reconfigured. Stay far away from these crooks.Burrow, Inc.
Date: 07/04/2024
Hi *******,
Thank you for your feedback. We're sorry to hear that your experience with our modular furniture and return policy did not meet your expectations.
Unfortunately, our return policy states that individually purchased components or add-ons are not eligible for return, and we apologize if this information was not more prominently displayed. For future reference, you can find the return policy at Burrow.com/returns.
If there is anything else we can do to assist you, please reach out to us directly.
Best,
The Burrow TeamReview fromMatthew B
Date: 05/06/2024
1 starWe ordered in 2021 before their current supplier was brought on. We received notice almost right away that part of our order could not be fulfilled (the legs we selected) and that they would send another color to be replaced later. This took several months. The sofa was very uncomfortable on arrival and did not hold up to cats the way the website advertised. After seeing them offer several Reddit users with negative reviews FREE SOFAS, I reached out and they said they "Couldn't locate my order number" despite me sending a literal screenshot of the email they sent with all the info they needed. Then I never heard back from them. This company is some kind of scam; I strongly recommend avoiding them. They have a new supplier in 2023/4 but the designs look the same--they don't hold up to regular use, they creak and are difficult to clean, and overall come in awful colors. Avoid it.Burrow, Inc.
Date: 05/15/2024
Hi *******,
Thank you for taking the time to provide feedback on our product!
Upon reviewing your case, it appears that one of our agents contacted you regarding your older model Nomad on April 5th, 2024. If you have difficulty finding this email, please let us know, and well reach back out.
Unfortunately, the manufacturer of our older Nomad models unexpectedly ceased operations as of 8/8/2023, which has affected our ability to provide add-ons or replacement cushions for our legacy Nomad Collection, including your Nomad sofa.
Regarding your inquiry about a ****** post mentioning free sofas, we are unable to comment without specific details about the offer in question. While we have been able to replace pieces on a case-by-case basis for customers whose orders are still covered by our one-year manufacturers warranty, we regret to inform you that your warranty expired in September of 2022.
In light of the inconvenience caused by the manufacturers closure, we are pleased to offer you a 40% discount on any new sofa purchase. Please note that this offer is valid for the next six months.
If you have any further questions or concerns, please do not hesitate to contact us at **********************************.
Best regards,
The Burrow TeamReview fromKimberly W
Date: 04/30/2024
1 starI am glad that I decided to get just an armchair to test it out worst piece of furniture Ive ever bought, especially for the $400 price tag. The seat is not deep enough, it looks cheap, the back cushion (its a nomad) refuses to lay properly and instead stays sticking out, and it is not comfortable at all. I am so glad that I didnt buy more than an armchair and I do not recommmend this furniture to anyone.Burrow, Inc.
Date: 05/15/2024
Hi ***,
Thank you for sharing your feedback with us regarding your experience with your Range seat. We're sorry to hear that it did not meet your expectations. Your feedback is invaluable to us as we strive to improve our products and services.
If you are experiencing issues with the armchair, we would be happy to assist you with a replacement. Your chair is covered under our manufacturers warranty until next year.
Please note that review links are provided by a third-party service approximately two weeks after the order's delivery. If you have not received this email, please reach out to us at *********************************** and we will request another review link to be sent to you.
Once again, we apologize for any inconvenience this may have caused and appreciate your feedback.
Best regards,
The Burrow TeamReview fromJoshua K
Date: 04/18/2024
1 starWorst costumer service I've ever experienced. No replies, no phone number to contact. Waited over 10 days for a pickup only to be refunded partially. AVOID AT ALL COSTSBurrow, Inc.
Date: 05/29/2024
Hi ******,
Thank you for your feedback. We have reviewed the correspondence regarding your return and it appears that the process was completed within the provided time frame of 1-3 weeks for shipping and up to 10 business days for the return pickup.For more information on our returns policy, including return fees and expected timeframes, you can go to Burrow.com/returns.
We regret to hear about your dissatisfaction and will take your feedback into consideration as we strive to improve our customer service. If you have any other questions, please let us know.
Best,
The Burrow Team
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