Burrow makes furniture that works harder, so you can live easier.Our modular designs arrive in cleverly designed, easy-to-assemble components that fit through even the tightest spaces. And they show up in days, not months. Because great design isn’t just how it looks — it’s how it works.
Written by the business, not verified by us.
Is Burrow legit?
Burrow (burrow.com) has a 2.2 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Home & Garden and its reputation is poor. 56% of reviews are 1 star, a relatively high share; The business has replied to 94% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-02.
What reviewers say
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Most reviewers were unhappy with their experience overall. Consumers frequently experienced massive delivery delays, with orders taking months longer than originally promised without any proactive updates. Furthermore, people found the customer support team completely unhelpful, often leaving buyers to deal with automated bots and vague responses.
Some reviewers were happy with the overall quality and beautiful design of the furniture items once the products finally arrived. Buyers also mentioned that putting together tables and dressers was surprisingly straightforward and not too difficult to manage. In addition, a few customers noted that certain orders were exceptionally well packed and protected upon delivery.
Auto-generated from all reviews of this business. For reference only.
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.
Burrow markets their products as "modular" with the "ability to expand over time". This was the entire impetus for our purchase of a Nomad couch a few years ago. When we contacted them with the hopes of adding units to our sofa, they not only did not have anything that matched, they did not have any compatible piece in any color—this is for a model they still produce and sell on their site and in their showrooms. Within the span of a few years, they have changed their design and manufacturer for this product multiple times with no regard to the compatibility between past, present and future generations and without the institution of any support systems for customers who have purchased their products in the past. It's false marketing and we will be avoiding Burrow entirely—snake oil—would highly recommend avoiding their products.
Ordered a modular couch on 5/1–have yet to receive it
Ordered a Field 3-piece modular sofa on 5/1. Have yet to receive it. Contacting customer service multiple times only via email (as they give no phone number to contact for support) has been unhelpful. They haven’t given me a shipping confirmation or a solid date as to when I can expect my couch.
This delay has greatly affected an interior design project I have going on and is extremely frustrating to say the least.
I wish they were honest from the start as to when I could expect my sofa shipped.
I purchased this sofa specifically for the 6-8 week timeline turnaround and am now going on week 18 with no communication.
Extremely disheartened.
UPDATE: they just informed me the couch wouldn’t be shipped til the beginning of next year. I have begun moving forward with a cancellation and refunding process.
I ordered an outdoor furniture set with the projected delivery of 1 - 3 weeks. We're getting close to two months and the order has not been even shipped. Customer service team, when asked, shares vague responses without any delivery estimations. Interestingly the same set continues to be sold on their website with the same delivery promise of 1 - 3 weeks.
Approach with caution, it may be a scam company constantly selling items that they don't have in stock.
If I could give 0 stars i would. I placed an order for two Nomad sofas on May 23 and paid approximately thousands and thousands and thousands in full. Burrow promised they would ship by August 7.
It is now a month later, and I still have no furniture, no tracking information, and no firm delivery date. I have repeatedly contacted customer service and requested a phone call. Despite numerous emails, no one has ever called me. There is no customer service online so no where for me to call either.
What has been especially frustrating is watching the promised timeline continually move: first August 7, then the end of August, and now mid-September. I understand that manufacturing and supply-chain issues happen. What I don't understand is having a customer pay thousands of dollars upfront and then providing little meaningful communication or accountability when the company can't fulfill its promise.
Burrow initially offered $150 in store credit (laughable), then $100 cash, neither of which addresses the actual issue. I don't want store credit—I want the furniture I paid for and a reliable delivery commitment.
I am still hoping Burrow fulfills my order, but after this experience, I have completely lost confidence in the company. If you are considering ordering from Burrow, DON'T!
Reply from Burrow2026-08-28
Hi Maryanne,
Thank you for taking the time to share your experience. We’re so sorry for the repeated delays and the frustration of having to reach out multiple times without receiving the clarity or follow-through you deserve. Waiting this long after paying in full is understandably upsetting, and we recognize how discouraging it must feel to see the delivery timeline continue to shift after all this time.
You’re right that delays can happen, but the communication around them should be much clearer than what you described, and we’d love the chance to provide a clearer update and help get this moving in the right direction. We’ve escalated your support request internally, and a member of our Leadership Team will be reaching out shortly to assist further. We truly appreciate your patience as we work to make this right.
The orders are delayed for an inordinate amount of time and customer service has no idea what's happening. When you ask for updates on the status they send your incredibly long emails with little confidence on when it will be delivered.
They literally cannot confirm a timeline since they're not the manufacturer.
I would not recommend anyone buy a sectional from here.
Edit: Response to the burrow team, my issue is unresolved, you already have my email and I've sent multiple follow ups.
Reply from Burrow2026-08-28
Hi Ekta,
Thank you for sharing your experience. We’re so sorry for the frustration this situation has caused.
Waiting on a delayed order is hard enough, but we know it’s even more frustrating when the updates don’t give you a clear answer on timing. That is helpful feedback for our team, and we’ll be sharing it internally.
If this is still unresolved, please reach out to us directly at [email protected] with your order details. We’d be happy to take another look and help however we can from there.
The most expensive and most UNCOMFORTABLE couch I have ever owned in my life. If you want a modern looking couch and don’t plan to sit on it for longer than 5 seconds then this couch is for you. Any guest who sits on the Nomad couch tells me how uncomfortable it is and instead sits at the kitchen table to watch TV or socialize. Seriously. Buy another couch.
Reply from Burrow2026-08-25
Hi Lidia,
Thanks for taking the time to share your experience. We’re sorry the Nomad hasn’t been comfortable for you in the way you expected.
Comfort is such a big part of choosing a sofa, and we know how disappointing it is when a piece looks right in your space but doesn’t feel right for everyday use. We appreciate you sharing this feedback, and we’ll be passing it along to our team.
If you’d like to discuss any available options, please reach out to us at [email protected] with your order details so our Customer Experience team can take a closer look.
Ignored my emails. 10+ month delay on couch delivery. I am devastated that I gave them money.
Reply from Burrow2026-08-21
Hi Grant,
Thank you for taking the time to share your experience. We’re truly sorry to hear that your sofa has been delayed this long and that you’ve felt left without the follow-up you needed. A 10+ month delay is incredibly frustrating, and you should have clearer communication while waiting for your order to arrive.
We've sent you a request for additional information so we can locate your account. Once we have that, please be on the lookout for a follow-up from our Customer Experience team.
We know this doesn't undo the frustration you've already experienced, but we hope to have the chance to turn things around and restore your confidence in us. We truly appreciate your patience.
Ridiculous delays and terrible expectation management
We ordered a couch on December 23, 2025. At the time, it was promised to be delivered sometime in January. Since it was holidays, I understood and thought that was totally reasonable. It is now August 20th and the thing still hasn't shipped. Enough said.
No proactive communication from them, it's always been me constantly reaching out demanding updates and begging for any concessions (which they insanely don't offer). 8 months to deliver a couch that's supposed to be in stock, I should be getting at least 50% off at this point.
Reply from Burrow2026-08-21
Hi Daniel,
Thanks for taking the time to leave a review. We’re sorry to hear that your sofa has taken this long to arrive, and that you’ve had to keep reaching out for updates along the way. That’s frustrating, and we completely understand how disappointing it is when timelines shift without notice.
Your feedback on proactive communication has been shared with our Leadership team as we continue to evaluate ways to make our post-purchase experience more seamless and customer-friendly, and we truly appreciate your patience as we work to deliver your order as quickly as possible.
The Shift Sleeper Sofa was purchased on July 6, 2026, after being represented as “In Stock – Ready to Ship.” No backorder was disclosed at purchase or in the order confirmation.
The shipment arrived on July 28 but was incomplete and contained damaged components. Essential parts—including the seat deck, multiple covers, and all hardware—were missing, and two back-panel hinges/brackets were broken.
As of August 19, 2026, the order remains incomplete, the defective components have not been satisfactorily resolved, and Burrow has not provided a reasonable date for delivery of the missing items. Customer service is poor, it is an LLM chatbot. Burrow apologized but still has not refunded my $1,783.95. And still has not arranged to pick up the product that was shipped. To date a 45 day ordeal!
Reply from Burrow2026-08-21
Hi Debby,
We’re really sorry to hear that this is where things stand after ordering a sofa that was listed as ready to ship on our site.
Your order should not have arrived missing essential parts or with damaged components, and we understand how frustrating it would be to have a piece delivered that you still can’t fully assemble or use.
We understand that you opted to cancel/return the order this time around, but we’re still grateful you considered Burrow for your home. We’d love the chance to provide a better experience and earn back your trust if you choose to shop with us again in the future.
What an awful experience! I ordered a sofa in May. It's now August and there is still not a confirmed shipping date. The customer service is horrible! You only get answers if you contact them and then they will lie to you and tell you it's shipping in 2 weeks. When it doesn't ship in two weeks, you contact them again. And again, they tell you, two more weeks. It's so incredibly frustrating. I wish I had done more research before purchasing because there are reviews all over several platforms that tell of similar issues. What a nightmare!!! Stay away!!!
Reply from Burrow2026-08-21
Hi Wendy,
We’re really sorry to hear that this has been your experience after placing your sofa order with us.
Waiting this long without a confirmed shipping date is frustrating enough, but having to keep reaching out for updates makes the process feel even worse. The timeline you’re given should feel clear and reliable, and we’re sorry that hasn’t been the case here.
That said, we’ve sent a request for additional information so we can locate your order and have a member of our team reach out directly to offer further assistance. We appreciate your patience and are thankful to have the opportunity to earn your business.
Terrible company, our Carta bench was several weeks delayed and then they sent us only half the parts and half of a completely different furniture. Support have been not helpful. I’m waiting another week but I’m not suspecting they are competent enough to fix it.
Reply from Burrow2026-08-21
Hi Steven,
We’re really sorry to hear that this happened. This isn’t the experience we want you to have, and we understand why it’s left you doubtful about the resolution.
That said, our Customer Experience team confirmed by email that the request for replacement legs has been submitted. Replacement requests can take a few days to process before shipping, depending on current volume, but once dispatched, the replacement parts typically arrive within 3 to 5 business days.
Our team is also preparing the return labels for the incorrect furniture item that was delivered. We appreciate your patience while both of these are being sorted out, and if there's anything else we can do to support you, we hope you won't hesitate to follow up with us at [email protected]. We're always happy to help.
⭐ 1 STAR — I WOULD NOT ORDER FROM BURROW AGAIN
This has genuinely been one of the most frustrating furniture-buying experiences I’ve ever had.
We ordered an outdoor sectional from Burrow that had a 1-3 week shipping time from order, specifically so we could enjoy it during the summer. Instead, we spent a huge portion of the summer without a couch at all while our order was repeatedly delayed.
The delays themselves were frustrating, but the communication was worse. There was no proactive communication, no reliable delivery timeline, and seemingly no ability for anyone to tell us when we would actually receive the furniture we had paid over $3K for.
Had Burrow simply been transparent and told us early on that they could not fulfill the order within the expected timeframe, we would have canceled and purchased something elsewhere. Instead, we continued waiting based on constantly moving expectations and lost weeks of the exact season we purchased OUTDOOR furniture to enjoy.
We finally gave up and canceled the order.
What bothers me most isn't that a product was delayed. Things happen. It's the combination of significant delays, zero communication unless you reach out to them, lack of transparency, and seemingly zero urgency around an order worth thousands of dollars.
I would never order from Burrow again, and based on our experience. If you're considering ordering outdoor furniture for a specific season, I would strongly suggest looking elsewhere unless you're comfortable with the possibility of spending that season waiting for furniture that may or may not arrive.
A beautiful website and a great-looking product mean very little if the company can't actually deliver it.
Reply from Burrow2026-08-21
Hi Hilary,
Thanks for taking the time to leave a review. We’re really sorry to hear that this was your experience, especially after ordering outdoor furniture specifically to enjoy during the summer.
A delayed order is disappointing on its own, but the lack of transparency and proactive follow-up made this much more frustrating than it needed to be, and we've shared this feedback with the appropriate team for review.
We understand that you opted for a refund this time around, but we’re still grateful you considered Burrow for your home, and we’d love the chance to provide a better experience and earn back your trust if you choose to shop with us again in the future.
Ordered and paid for a Rug that the company claims is in stock. Didn’t hear anything for two weeks and when I reached out was notified that it is actually on backorder. I asked to cancel and get my money back. Multiple excuses and nothing has happened yet. Avoid this company.
Reply from Burrow2026-08-21
Hi Julie,
Thank you for taking the time to share your experience. We agree that an item marked in stock should be available, and a cancellation request should receive a timely, clear follow-up. It sounds like we fell short on both counts here, and we're truly sorry for that.
We've shared your feedback with our team, particularly around inventory accuracy and communication, and if there's anything else we can do to support you, we hope you won't hesitate to follow up with us at [email protected]. We're always happy to help.
Our first order with Burrow has not been a smooth experience. The Range sectional we ordered was several weeks late and didn't include any tracking info so we didn't know it was arriving--luckily a neighbor was around when it arrived and brought it inside for us. Then, when we started building it, we realized only half was the correct color (Georgia clay). The other half of the sectional was the incorrect sectional (moss green). And two of the legs didn't screw in correctly. The half of the sectional we do have is good quality, but it's now been almost four months and still don't have what we ordered--and customer service was not able to give us an estimated date for the rest of our sectional.
Reply from Burrow2026-08-21
Hi there,
We’re really sorry this has been your first experience with Burrow. Receiving a late order without tracking is frustrating enough, but discovering that part of the sectional arrived in the wrong color along with defective legs definitely isn't the experience we aim to provide.
While we’re glad to hear that you're happy with the portion of the sectional you do have, we understand that doesn’t mean much when you’re still waiting on the full order to be delivered.
Four months is far too long to be left without a clear timeline or complete resolution, and if this is still unresolved, please send your order details to [email protected] so our Customer Experience team can review where things stand and help get some clearer answers.
Mismatched components and a horrible experience with a return
I received my couch promptly, but the arms were a different color than the rest of the couch. I requested a return/refund. I was told floorfound would contact me to arrange the return, but floorfound never contacted me. I contacted multiple times before someone finally arranged UPS to come pick up the boxes. They gave me a specific date and time (Saturday between 12 and 5pm). UPS never came. I subsequently tried to take the boxes to UPS myself and found that the return labels Burrow had sent me were backward - my name and address were listed as the recipient! It is now more than three weeks since I first requested the return, and Jerelyn (their customer support person) just can't seem to get it done. Unfortunately, not an atypical experience from online retailers these days who choose not to list a phone number to call or pay for a human to talk to, or even staff their support team with experienced, competent people. We chose instead to buy a couch from BenchMadeModern - twice as expensive, but a much better experience.
Reply from Burrow2026-08-21
Hi Jason,
Thanks for taking the time to share your experience. We’re sorry the return process has been this difficult, especially after the sofa arrived with mismatched components.
You shouldn't have had to spend this much time coordinating a return, and we agree that the missed pickup, incorrect labels, and repeated follow-ups made this much harder than it should have been.
If this is still unresolved, please reach out to us at [email protected] with your order details so our Customer Experience team can review the return status and help get this moving. We really appreciate your patience here and the chance to make things right.
My item was significantly delayed with no notifications from Burrow. I think I am going to be happy with the furniture piece but the final part is yet to arrive. Again no notification from Burrow I had to reach out to get information
Reply from Burrow2026-08-12
Hi Tonya,
Thank you for taking the time to share your experience. We’re sorry to hear about the delays related to your order and the lack of proactive updates along the way.
We’re glad to hear you think you’ll be happy with the piece, but we understand that doesn't take away from the frustration of still waiting for the final piece to arrive.
We appreciate you taking the time to share your thoughts, and we have shared your feedback internally as we actively work to improve as a company. If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to [email protected]!
Super disappointed by the couch. Paid around $1400 from savings for a firm couch and pillows/cushions don’t like to stay on it. It’s also polyester. I can’t return it because I don’t want to pay 10-20% in shipping fees. It looks nice but costs more than it should and isn’t the most comfortable.
Edit: Customer service was very helpful
Reply from Burrow2026-08-11
Hi Sarah,
Thanks for taking the time to share your experience with us. We’re sorry to hear the sofa hasn’t felt as comfortable or functional as you expected, and we appreciate the feedback around the cushion fit, fabric, and overall feel of the piece.
If there’s anything we can help with, please reach out to our Customer Experience team directly so they can review your order and talk through any available options with you. They can be reached at [email protected].
Im truly sad to write this review. I have bought Burrow over many years. I have basically 3 couches from Burrow in Range in grey. I will say that up until last year it looked the same. This year, they must have changed the fabric and maker because even know it says Range in grey, it does not match what I have previously bought. It is completely different, so I cannot say it's modular in that sense anymore. The fabric seems worse this year, it sags. But more importantly, its about a month out and I still have not finished assembling the grey couch end and the blue single couch because the legs and parts are missing.
Reply from Burrow2026-08-10
Hi Amy,
Thank you for taking the time to share this, especially as a longtime Burrow customer. We're sorry this most recent experience has been so disappointing.
Adding to a modular setup should mean the new pieces sit seamlessly alongside the ones you already own, so we'll definitely share your feedback on the fabric differences with our product team for a closer look.
As far as the missing legs, our team confirmed that they followed up with you directly yesterday to confirm the replacement legs request was successfully processed. Replacements typically take 3 to 5 days to process before shipping, depending on current volume, and delivery usually runs another 3 to 5 business days from there.
We're sorry this has held up finishing your setup, and we appreciate your patience while the replacement parts are on the way.
Still hasn't said anything about it being shipped. Told me this coming Friday but I see no movement.
Reply from Burrow2026-08-06
Hi there,
We completely understand wanting to see some movement once tracking has been shared!
We've sent tracking links for each package to your email address, and it can sometimes take the carrier's system a day or two to update with the latest scan details. Once an order is in transit, UPS will have the most accurate information on where your packages are and when to expect them.
If any questions come up while they're on their way, we'd recommend reaching out to UPS directly with your tracking numbers for the most current update.
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