Burrow Reviews 

very good customer service and chairs are sturdy and stylish

The Burrow ordering experience was among the worst I’ve had with any online retailer, ever. Which is too bad, because the product is pretty good and met our expectations. They provide no electronic order status, have no phone number to receive updates from, and when you do connect with someone via email, responses are inconsistent and take multiple days.

For me: I ordered our Burrow couch in July, specifically chose an ‘in stock’ option that shipped in 2-4 weeks. Contacted Burrow after two weeks, was informed it’s coming on schedule, then again at 4 weeks, was informed it would come on schedule, then after 4 weeks was advised of a delay and they had no ship date. At ~7 weeks, i asked to cancel my order via email. The request was ignored and suddenly shipments started to happen. I received my first box, which was a cushion. At 9 weeks, after receiving multiple other packages, I was informed my order was completed. Only it was not. I identified multiple missing components, including an entire section of my couch and legs for my chaise. After 12 weeks and at least 2 dozen rounds of email communication with Burrow, my order is finally complete. The couch is nice enough for what it is and the price we paid. But I would not put myself through that experience again. It was awful.

Great products and Customer Service really help me swap products after I put an order in.

I would not recommend Burrow to my worst enemy.

Burrow sold us on modularity, abandoned that promise, and then tried to sell us another couch. Save yourself the frustration and buy elsewhere.

My wife and I purchased a Burrow Field Sofa a few years ago. We didn't buy it because it was the most comfortable or highest-quality sofa on the market—it wasn't. There were plenty of competitors whose products felt more comfortable and better built.

We bought Burrow for one reason: modularity.

When we visited their Boston showroom, the sales team repeatedly emphasized that the sofa would grow with us. As we moved into larger homes or our family grew, we were told we could simply purchase additional sections instead of replacing the entire couch. That flexibility was the only reason we were willing to pay Burrow's premium prices.

A few years later, we moved into a larger home and wanted to do exactly what Burrow promised we could do: add another seat.

Instead, we were told the entire Field collection had been discontinued and the parts we needed were no longer available.

Their solution?

Buy an entirely new sofa.

That completely defeats the purpose of buying a modular couch.

To make matters worse, Burrow's "special" offer was 40% off a new sofa. The problem? At the time, Burrow was already advertising promotions of up to 40–50% off many of their sofas. In other words, the "exclusive" accommodation they offered us was, for many products, no better than what a brand-new customer could receive by visiting their website.

That isn't standing behind your product. It's trying to turn a customer service failure into another sales opportunity.

After weeks of pushing back, Burrow suddenly "found" inventory they had previously told me didn't exist. Problem solved? Not even close.

They wanted to sell those discontinued components at dramatically inflated prices. Even after a $250 credit, the cost of adding just one or two sections was nearly as much as we paid for our entire sofa only a few years ago.

Over several weeks, I spoke with customer service, management, and ultimately someone on Burrow's leadership team. They admitted that modularity was one of the primary reasons customers purchased these sofas, but they did nothing...they refused to do anything to honor that promise.

Their final options were simple:
- Pay inflated prices for discontinued parts (almost the full price of the sofa for 1 additional seat).
- Buy an entirely new sofa.
- Accept a $250 store credit.

That's it.

After researching other reviews, I realized my experience isn't unique. Multiple customers have reported buying Burrow specifically because of its modularity, only to discover later that their collection had been discontinued and replacement parts were no longer available.

My opinion of Burrow is simple:

They sell mediocre furniture at premium price points, and the one thing that justified those prices—the promise of long-term modularity—turned out to be a complete sham.

If you're shopping for a modular sofa, do not buy from Burrow. They could not care less about their customers or the promises they make to them.

And if you aren't shopping for modularity, I would avoid Burrow altogether. There are countless companies making more comfortable, better-built furniture for similar—or even lower—prices.

Burrow convinced us to spend more because they promised their furniture would grow with us.

When the time came to rely on that promise, they abandoned it, tried to upsell us to another couch, and left us to pay for a problem they created.

I cannot recommend Burrow to anyone. Spend your money with a company that keeps their word, does right by their customers, and actually makes quality products.

I ordered a Range Pro couch from Burrow six weeks ago because it was advertised as in stock and ready to ship. A sales associate at the SoHo store confirmed that. Burrow gave us no updates and was incredibly slow to respond to our inquiries. We then found out the couch might not be ready for up to eight weeks after we ordered, and they couldn't guarantee even that. Customer service takes 3-5 days to respond and doesn't address our questions. The couch still says it's ready to ship online despite what we've been told about our order. My issue is with Burrow's misleading stock information and poor customer service.

Nice bench. Easy to assemble. Arrived in a timely manner. Thanks!

Burrow sent me a damaged table - the table top has a big dent in it. I have been try for three weeks to get them to send me a new part. My request is always “in process.” At one point they said they sent a replacement but to some other address that is not mine (and I have no idea where they got it). Under no circumstances would I do business with this company again.

Burrow provides inconsistent and questionable customer service. Their furniture takes many many months to receive. Had to cancel an order after waiting 4 months.

The loveseat is adorable and looks great in my space . I tad on the firm side.

This company is a sham. In the store, I was told that items take 1-2 weeks to deliver, but rugs might be longer 2-3 weeks, four at the very latest. It has now been three weeks and we have been calling every day to get updates on the delivery. Burrow is saying that it is impossible to get an ETA because their supplier is through another warehouse and they have no control or insight, which is insane because I purchased the rug from Burrow. It's not my job to chase down who manufactures their products. If Burrow sells - and charges me for - the item, they need to follow through on the delivery. I am now being told it will be delivered by the end of October, which will be eight weeks since I ordered. I NEVER would have ordered this if I was told it would take 8 weeks. I want my money back. What a scam.

I bought an item that still shows as ready to ship in the website, but they actually don't have it in stock and they cannot tell me when it will ship.
I am still waiting for a response to the cancelation request.

Can mark it as 0 stars? I ordered 6 months ago and never received my furniture. The support team told me multiple times it was shipping soon, but it was all a lie. DO NOT PURCHASE from this company.

I ordered a sofa sleep in April. The quoted lead time was ~4 months but we wanted the color so we committed. 4 months came and got a notice that it would be another 1.5 months. A few days before the commit date, I sent customer service a note and they said that they would not be able to ship by the new promised date, pushing out another month. I gave up and asked for a refund and they issued the wrong amount. No apologies after I canceled, by the way. In all, what a colossal failure of an order and a company.

Burrow was purchased by Havenly to offer stronger financial backing. It seems that they still need leadership that understands how to run an online furniture company.

Why are you advertising so much when you can't fulfill your orders and don't answer customer service emails?

They have good designs and nice people at the local store. That's where it ends. Their ability to deliver within the time frame promised is REALLY bad. There's no communication up until they're late. Then they come back with and even longer delay time frame. For a store that has it's business model based on quick turnaround with design, they are in half before you get started. If you're good with waiting forever, delays with 0 communication, this is the store for for you.

I would not order from Burrow again. We paid $2,527.57 on September 7, 2026 for a Nomad Velvet King Sofa with Double Reversible Chaise, relying on the 3–5-day estimate shown when we ordered. After payment, the timeline became 8–10 weeks, with the item backordered until mid-November. We felt deceived. A difference of that magnitude completely changes the purchase decision.

On September 10, customer support confirmed in writing that there was no physical stock available in any of their warehouses and that they had to wait for an upcoming production shipment. Their explanation was that website estimates change with live inventory updates. That explanation did nothing to address why we had been shown a days-long estimate before paying thousands of dollars for something they could not supply for months.

We asked them to address the discrepancy and provide a meaningful partial refund if we kept the order. They said leadership declined because the item was still following its UPDATED backorder lead time and had not passed its official delivery window. From a customer’s perspective, that is moving the goalposts: replace the original expectation with a much later one, then use the replacement timeline to justify doing nothing.

When we explicitly explained why that response was unacceptable, we received the same form-letter response again, including the same backorder explanation and refusal. It was dismissive, infuriating, and a complete waste of our time. Generic apologies are worthless when they sidestep the exact concern the customer raised.

We requested cancellation on September 11. Burrow acknowledged that morning that the cancellation had been processed and promised a full $2,527.57 refund to the original payment method. That acknowledgment still gave no refund processing date, transaction receipt, or timeframe for the money to appear, so we had to follow up yet again. Those details were missing when we first wrote this review.

We never received the sofa, so this review is about Burrow’s ordering, availability disclosures, and customer service. On those measures, this was an appalling experience. I would strongly advise anyone considering Burrow to get actual availability and a firm timeline in writing before paying. Their handling of our order destroyed our trust, and we are taking our business elsewhere.

Update, September 11 at 11:11 a.m.: After our follow-up, Burrow clarified that the refund is still queued, with an official cancellation and refund receipt promised within 2 to 3 business days. They say the $2,527.57 should appear 5 to 10 business days AFTER the refund confirmation email. The refund has not yet been executed according to their reply. This is a promised timeline, not confirmation that the money has been returned.

after ordering a couch and not recieving an update on when it would be shipped for 8 days i reached out to customer service. 2 days later they emailed me back to inform me that the couch i had already paid for from their website was discontinued. they wanted to give me store credit and encouraged me to buy a more expensive option instead! a complete joke of a company do not order from here their website and customer service are both useless

I cannot recommend Burrow AT ALL. I purchased $4000 items from them in the Chicago store with a promise of 4 weeks delivered after dropping our order in 2 weeks. So within 6 weeks. The sofa and the coffee table did not arrive. We cancelled the sofa when we knew it could not arrive but they did not cancel the coffee table. Instead, we received a tall dresser, which they aggressively had us send back within 2 days and cancelled our coffee table order since we cancelled the sofa. Never again buying from Burrow. Customer service has been non-existent and we still have not received our refund of $2000 purchases that were never sent now over a month later.

We ordered the Nomad sofa with ottoman in the beginning of June. It's September 6th and while the ottoman has been shipped in June, the couch is still not here. We e-mailed about ten times asking about it and they have no idea when it will be in their warehouse. At this rate God only knows when and if we will get the couch. We never experienced a modern company with such poor logistics.

The only reason I'm giving 2 stars instead of 1 is customer service. I found them to be very responsive and they addressed my needs quickly (the configuration I purchased didn't work in my space so they readily exchanged components for me).

I purchased my Nomad couch 2 years ago. Primary drivers of my purchase were pet-friendly easy clean up and lack of chemicals. I never found it to be the most comfortable couch but it was acceptable. Over the past 1.5 years I've gotten so I can't sit on it for more than about 10 minutes without my lower back and hips hurting. I had to sit on it for an extended time over the past few days because we have company. Last night I had to get my husband to help me up the stairs and help me get in bed. I almost had to go to the emergency room because my glute/hip pain was so intense. I'm on meds and a heat/ice/pressure point regimen in an attempt to avoid going to the ER. I've wanted a new sofa for well over a year but I spent over $1500 for this and I hate to buy another one but it's gotten to the point that I can no longer sit on it at all. NOT comfortable AT ALL. Sadly.