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
AI generated
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.
UPDATE - Yesterday, I requested in customer service email to speak with a manager. A manager called me in less than 24 hours, heard me out and issued a percentage reimbursement. Very pleasant and, still, please be honest about your shipping times (I know there are issues with tariffs and ports, etc.) and pro-active with reaching out to customers when there are delays.
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ORIGINAL POST
Same as others here. I purchased a sofa and loveseat on May 25. On the website, it noted that they had the items in stock and they would be shipped within 6-8 weeks. That's already a bit more of a wait than I expected, but I wanted to support a smaller company, not Amazon or Wayfair.
I received my loveseat on July 1, approximately 5 weeks later - reasonable. However, I was told that it would take another few weeks for the sofa to be delivered.
On July 23, I emailed customer service again asking if there was an update on the sofa. I was informed that it would not be shipped until mid-late August.
When I pointed out that I recently checked their website for shipping times for the same item and it did not match the timeline they were giving me, this is the response I received -"Our website's inventory system can sometimes experience a delay in reading the most recent supply updates, which is why it previously displayed an inaccurate timeline. We have since corrected this issue, and the current 1 to 3 weeks delivery estimate shown on our website for this item is the latest, most accurate update we have."
10 days after receiving this nonsensical response, I checked in again to ask when I will receive my sofa. The response was that I would get it sometime between late August and mid-September. Are you kidding me??!!!!! How does that make any sense with the shipping time they said they adjusted on their website? And, it is well beyond the original 6-8 weeks that were quoted when I purchased the item.
I would also like to point out that, although their customer service bot/person was very polite and accommodating when I was having difficulty assembling the loveseat, they have never pro-actively reached out to me about the shipping of the sofa. Truly ridiculous.
Reply from Burrow2026-08-07
Hi Brenda,
Thank you for taking the time to share this, and for updating your review after speaking with a manager.
We're glad someone was able to connect with you directly and offer a reimbursement, though we know that doesn't undo the frustration this experience caused.
Delays should be communicated proactively, especially when a customer is still waiting on part of an order, and the updates you received should have lined up clearly with the timeline shown on our site. We're sorry that wasn't the case from the start, and we appreciate you calling out where the experience needs to improve.
We placed an order on June 27, 2026. We were told to expect delivery in 3-5 weeks. It's now August 6, and we don't have the sofa and loveseat.
We've written many times and all we receive is corporate gargle shifting blame, and nothing answering our one question, which is "When can we expect delivery of the items we paid you for in full on June, 27, 2026?" No customer service telephone number, and even via email they say it may take 2-3 days for a response. This is one lousy excuse for a company. I suggest new management across the board.
Note: I just changed my review from 2 stars to one. It's because Burrow read my review and sent me another stupid note telling me that they'd get their Customer Experience team working on my problem. They sent the same thing to my wife two weeks ago, another one to me last week, and just repeated themselves. Avoid this so-called business.
Reply from Burrow2026-08-07
Hi David,
Thank you for sharing your feedback. We completely understand how frustrating it must be to experience delays without any proactive updates along the way, and we're very sorry for the inconvenience and disappointment this situation has caused.
While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates, and our team would really like the chance to make things right.
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.
We couldn’t be happier with our Burrow Opera Media Console. The quality of the materials exceeded our expectations. The finish is beautiful, the craftsmanship is excellent, and it looks even better in person than it does online. It has a substantial, premium feel that makes it a standout piece in our living room.
The packaging deserves special recognition. Every component was exceptionally well protected, and everything arrived in perfect condition without a single scratch or damaged part. It’s obvious that Burrow has put a great deal of thought into ensuring their furniture arrives safely.
Assembly was straightforward, with clear instructions and well-made hardware. Everything fit together precisely, making the process much easier than expected.
What impressed me just as much was Burrow’s customer service. Shortly after I placed my order, the console went on sale. I contacted customer service, and they responded promptly, courteously, and adjusted my purchase to the lower sale price without any hassle. That level of responsiveness and commitment to customer satisfaction is becoming increasingly rare.
Between the exceptional quality, beautiful design, thoughtful packaging, easy assembly, and outstanding customer support, I would not hesitate to purchase from Burrow again. This was an outstanding experience from start to finish, and I highly recommend both the Opera Media Console and Burrow as a company.
Reply from Burrow2026-08-05
Hi Edward,
This is wonderful to read. Thank you for taking the time to share such a thoughtful review!
We're so happy the Opera Media Console exceeded your expectations, from the finish and craftsmanship to the way it looks in your space. It's lovely to know the packaging and assembly felt just as considered, since those details go a long way toward making a piece feel special the moment it arrives.
And we're so glad our Customer Experience team could sort out the sale price adjustment quickly for you.
Thank you for choosing Burrow, we hope your new console brings you joy for years to come!
I waited over 8 months and never received my outdoor sofa. Thankfully I was reimbursed, but you held my money for EIGHT MONTHS! Instead of it earning interest as it normally does, you held me and my money hostage. “Customer service” is a joke with your company. You leave the representative with their hands tied and no way to help. I’m doing my best to warn other potential customers of your shady business practices.
Reply from Burrow2026-08-06
Hi Steven,
Thank you for sharing your experience. We're sorry to hear that your outdoor sofa never arrived after such a long wait, and we understand that a refund at the end of the process doesn't give back the months your money was tied up.
An order that goes this long without a clear resolution falls short of what we should provide, and our Customer Experience team should be equipped with helpful updates and options at every step. We're sorry that wasn't the case here.
We understand you opted for a refund this time, and we're still grateful you considered Burrow for your home. Should you choose to shop with us again, we'd welcome the chance to provide the experience you should have had the first time.
Furniture is uniformly cheap and bad these days. Burrow has good design and customer support, but that doesn't make up for poorly made products. I wound up keeping and reupholstering my old couch, and it looks--and feels--great.
Reply from Burrow2026-08-06
Hi there,
Thank you for taking the time to leave a review. We’re glad that the design and customer support stood out, but we’re sorry to hear the product itself didn’t meet your expectations.
We appreciate you taking the time to share your experience and perspective with us. If there’s anything else you’d like to share about what didn’t work for you, we’d genuinely appreciate the feedback.
Thanks for the review, Paige! We're so glad to hear that you had a great experience with us and that you love your table. We hope it's the centerpiece of many great gatherings in the years to come!
Hi Paola,
Thank you for taking the time to share your experience, and we're sorry to hear that your order took so long to fully arrive. Three months to receive a complete order is a long wait, particularly when you're planning around pieces for your home, and we definitely understand the frustration here.
We've shared your feedback with our Leadership team, and if there's anything else we can do to support you, we hope you won't hesitate to reach out to us at [email protected]. We're always happy to help.
Eight Months, One Ottoman, and Zero Accountability
Eight Months, One Ottoman, and Zero Accountability
We ordered a couch from Burrow with an advertised delivery window of four to six weeks. That turned into nearly eight months.
When we reached out to confirm our order, we learned it had been placed in June and would not be fulfilled until April 2027. Nearly a year out from an order we were told would arrive in a month (or two).
When we raised the inconvenience, Burrow generously awarded us a 5% discount on any additional purchases with them. Hard pass.
Then, unexpectedly, the ottoman from our order arrived, with its hardware shipped separately in another box a few days later. No explanation. No context. You can imagine the confusion.
Customer support was lackluster and left a great deal to be desired. Good luck reaching an actual person. Your best bet is calling a showroom, and even then you’ll hit a wall. They “can only do so much.” Responsibility gets passed along until it evaporates entirely.
We eventually returned the entire purchase.
Spoiler alert: we are still holding the ottoman in storage because Burrow cannot figure out how to have us return it. We are also still owed the remaining balance of our refund, which is contingent on returning an item they won’t tell us how to return.
A colossal waste of time, money, and energy, all for nothing. And we’re left holding the proverbial bag. Or in this case, the ottoman.
If you value your time and your sanity, buy your furniture somewhere else.
Reply from Burrow2026-08-05
Hi Adam,
Thank you for taking the time to share your experience. We’re so sorry for the frustration this situation has caused.
Waiting this long for an order only to have to return it is incredibly disappointing, and having to follow up repeatedly about your refund only makes the experience more frustrating. We understand why this left you feeling upset, and we’d love the opportunity to make things right.
We've escalated this within our Customer Experience team so they can take another look and explore whether any additional resolution is possible here. Please be on the lookout for additional email follow-up from a member of our team!
4.75 Stars to Burrow! The product arrived extremely well protected. The build quality of my outdoor dining chairs far exceeded my expectations. The chairs are made of heavy duty Teak that feel like they were manufactured 50 years ago. I highly recommend this product. I deducted a quarter point for Burrow's communication lag.
Reply from Burrow2026-08-04
Hi George,
We're so glad to hear that the outdoor dining chairs exceeded your expectations and arrived well protected. We also appreciate your honesty about the communication lag.
Smoothing out that part of the experience is something we're always working on, and feedback like yours is what helps us get there. We hope that you enjoy your new chairs, and here's to many seasons of great outdoor dining in the years to come!
Index librarry series are great. Easy installation and modern look
Reply from Burrow2026-08-04
Hi there,
We're so glad you're happy with the Index series. There's nothing better than hearing that a setup came together easily and looks just the way you hoped. We're thankful that you chose Burrow for your home, and hope that you enjoy your new space!
Absolutely love my new Burrow Index bookcases. Excellent quality, easy to assemble and Aaron from the New York showroom was extremely helpful. Highly recommend.
Reply from Burrow2026-08-04
Hi Marcella,
We’re so happy to hear that you love your Index bookcases and that assembly was so easy. We’ll be sure to pass your kind words along to Aaron and the entire team. So glad he was able to help make the experience a great one!
If I could, I would give Burrow 0 stars. Unfortunately, that is not an option. PLEASE DO NOT PURCHASE FROM BURROW! I purchased the Shift sofa. Upon opening the 1st box, parts of the hinges fell out. The hinged deck was broken. There is no phone number listed and after 3 emails and 5 days, I finally received a response. After numerous additional back and forth emails, I just found out that the replacement piece will be here in 8 months! Yes, March 2027.
Reply from Burrow2026-08-04
Hi there,
Thank you for bringing this to our attention. We’re sorry to hear that your sofa arrived with a broken component and that it took multiple follow-ups to get a response.
Additionally, a replacement timeline that far out is understandably upsetting, especially when the issue is preventing you from being able to use the sofa in the meantime.
That said, we've sent you a request for additional information so we can look into this further. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team.
I ordered 2 "in stock" couches on July 5th. Two weeks later there was no shipping notification so I checked in. The customer service agent noted they were missing some parts but should have them soon and to check back in 5-10 business days if I hadn't heard anything. I waited two more weeks and reached out. I was then told the new timing was Mid August which would be almost 2 months from when I ordered. I have zero faith that will happen. Its clear from reading these reviews this is the norm with Burrow to be dishonest about what is actually in stock. There is zero proactive communication. And as might be obvious to anyone paying attention, its also very clear their responses to these reviews are using AI and not written by a human.
Reply from Burrow2026-08-04
Hi Katy,
Thank you for taking the time to share this. We’re sorry this order hasn’t moved as you expected, especially after the sofas were listed as in stock when you purchased them.
We agree that you shouldn't have had to follow up more than once to find out there were missing parts or that the timeline had changed, and understand why that would leave you questioning the newest estimate.
Though you opted for a refund this time around, 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.
One star. Two months of moving deadlines and not one proactive update.
I ordered a Nomad Sofa on June 21, 2026. Order $1,560.19. As of late July it has not shipped. It has not even arrived at Burrow's own warehouse.
The timeline tells the story. Checkout threw an error, so I had to email support just to confirm the order existed. On July 1 I asked whether the ship date would slip again and was told they could not say. On July 10 I was told the sofa would reach the warehouse mid to late July. On July 17 I was told late July. On July 28 I was told mid to late August. Three revisions in under three weeks, each one arriving only because I asked.
That is the real problem. Burrow never once contacted me on its own. Every update came after I chased it, and every reply took days because of "higher than usual inquiry volume." The responses are near-identical templates: thank you for your patience, this is the latest information from our warehouse, we appreciate your understanding. Warm language, zero accountability, no explanation of what actually went wrong.
The individual rep was polite and did offer a full refund if I did not want to wait. Fine. But a refund two months later is not a fix. It just returns my money and my time is gone.
If you need furniture on any kind of schedule, buy elsewhere. Burrow sells you a delivery window it apparently has no ability to honor or predict.
Reply from Burrow2026-07-30
Hi James,
Thank you for taking the time to share this. We're sorry your Nomad order hasn't shipped within the timeline you expected, and that getting updates has taken so much follow-up on your end.
A shifting delivery window is frustrating enough on its own. Beyond that, when a timeline moves, you should hear it from us with a clear explanation, not have to come looking for one. That's the standard we're working to hold, and we fell short of it here.
We're glad our team was able to offer a refund option, though we know that doesn't make up for the time spent waiting or the uncertainty along the way. Your feedback around delivery estimates and the clarity of our updates has been shared with our team, and if there's anything else we can do to support you, we hope you won't hesitate to let us know. We're always happy to help.
Poor transparency in shipping times and customer service
Customer service and shipping process is not good. I finally got a response from customer service when I mentioned "cancelling". At that time the order was conveniently ready to ship and in transit to a sorting center.
Reply from Burrow2026-07-30
Hi there,
We appreciate you taking the time to leave a review, and we're sorry to hear that the shipping and support experience felt so difficult to navigate.
We agree that communication should always be clear and reliable. If you still need help tracking your delivery, or if there's anything more you'd like to share, please reach out to us directly at [email protected].
I ordered a Field Leather 3-Piece Sectional Lounger in early January - 2026. They were having a sale at the time. It is now the end of July 2026, and even though it said 4 - 6 weeks at the time of purchase, I still have not received the Lounger. I didn't receive an email or notification that my delivery was initially delayed. I had to reach out to the company directly via email support before I got a response. Since then I have had correspondence with them, but other than once, maybe twice, I've had to initiate the follow-up to get an update on the status of the delivery. Needless to say, they gave new dates, and those came and went. They eventually offered me a 5% credit for future Burrow purchases. Needless to say, I was not happy with their "resolution." After this experience, they somehow thought that I would purchase something else from them. Also, during these delays, I would check the store for the same item, and it continued to say 2-4 weeks delivery. Only within the past few weeks have they updated the item to indicate 10-12 weeks for delivery - which is still much less than our delays. I asked for a credit on our original purchase, but they said they could only offer the 5% on future purchases or to cancel the order and give a full refund. That's all well and good, but I want/need this particular Lounger because it is the only one that really meets our needs for dimensions and style. I also checked today (July 28 2026), and there is even more of a discount. So, I just want what I ordered delivered in a timely manner. Since they have not delivered, continued to push back "potential" delivery dates, weren't proactive in giving me these updates (only in the last month have I received an un-solicited email about the status of the delivery), and that they didn't update delivery times on the website until recently, which is still misleading, I believe we deserve 1. Our order and 2. A nice credit for the inconvenience, and not a credit for "future purchases." Like that is going to happen now. If I get the order, I'll leave a review based on that alone, but I will continue to mention my displeasure with the un-notified delays and the delay.
Reply from Burrow2026-07-29
Hi John,
Thank you for sharing this. We're sorry your lounger has taken so much longer than the original estimate, and we understand the frustration of watching the timeline change again and again.
When an order runs late, updates should be clear and easy to come by, and the timeline shown online should match what you're seeing on your own order. That's the standard we're working to hold, and we're sorry that we fell short of it here.
If this is still unresolved, please keep working with our Customer Experience team in your active support thread, or reach out to [email protected], and they'll review the latest status and next steps tied to your order. We appreciate your patience while we get this sorted.
What a joke. We paid over $3k for a sofa and, when one of the screws went missing, they said they have no replacements available to send. They have no concept of real customer service and out it on me, the customer, to find an appropriate replacement. Why does this company even exist?
Reply from Burrow2026-07-24
Hi Sirish,
Thanks for bringing this to our attention, and we’re really sorry for the frustration. We understand how disappointing it would be to need a replacement screw for your sofa and not feel like you were given a helpful path forward.
We’d love the chance to make this right, and have sent you a request for additional information so we can locate your account. Once we receive this, please be on the lookout for a follow-up email from our Customer Experience team. They will be able to assist with your replacement parts request and explore the best resolution here.
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.
I ordered and paid for an item that Burrow later informed me was actually out of stock. The communication was not proactive—I had to reach out myself to ask about the status of my order.
When they finally responded, they said the item was out of stock but couldn’t provide any estimate for when it would be available again. Despite having no timeline, they asked whether I wanted to keep the order or cancel it. Without any indication of when I’d receive the product, there was no reason to keep waiting.
I also had to proactively ask for a refund instead of it being offered upfront. There was no attempt to troubleshoot the situation, suggest a comparable alternative, or offer any compensation for the inconvenience.
To make matters worse, Burrow charged my card immediately before confirming inventory, yet my refund will take 5–10 business days to process. Accepting payment instantly but delaying the return of my money after failing to fulfill the order is incredibly frustrating.
Overall, this was a huge waste of time and a very disappointing first experience with Burrow.
Reply from Burrow2026-07-23
Hi Maria,
Thank you for taking the time to share this. We're sorry your first experience with Burrow fell short of what it should have been.
When availability changes after an order is placed, you should hear from us quickly, with a clear timeline and a clear path forward. That's the standard we're working to hold, and feedback like yours is what shows us where we're still falling short.
We also want to clarify that once a refund is issued on our end, the 5–10 business-day window is typically based on the customer’s bank's processing time, though we know that doesn't make the wait any easier.
We understand that you opted for a refund 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!
I will not be ordering from Burrow any longer. I placed an order in November of 2025 and did not receive my entire order until July of 2026. I understand sometimes there are manufacturering delays or delays in shipping but it doesn't make sense theyd continue accepting orders without being able to fill them and not receiving your order for 9 months is completely unacceptable. I would not recommend them.
Reply from Burrow2026-07-21
Hi Jay,
Thank you for sharing this. We're sorry to hear that your order took so long to arrive in full.
While delays can happen, a wait close to nine months falls far short of the experience we want for our customers. A timeline like that is genuinely frustrating, and we don't take lightly what it did to your confidence in us.
Your feedback around fulfillment timelines, inventory visibility, and order communication has been shared with our team as we 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]!
Still has not arrived (was suppose to be ready-to-ship)
I purchased a modular sofa from their website nearly a month ago. I selected that specific model/color because it showed as in-stock and would ship right away. After weeks of no update, I reached out to support and was told it was out of stock and would arrive “sometime this month”. They never gave a specific date. Costumer support was very nice, but unhelpful. I still have not received the sofa (or any updates). They charged my card as soon as the order was placed (making the delay even more frustrating).
Reply from Burrow2026-07-20
Hi there,
Thanks for taking the time to leave a review. We're sorry for how this order was handled, and we understand why it's left you without much confidence in the process.
Anything marked in stock and ready to ship should move on time, and if something changes on our end, the update should come from us right away. That's the standard we're working to hold, and feedback like yours is what shows us where we're still falling short.
That said, we're glad to hear that the support you received from our team was kind, and we appreciate you taking the time to share your thoughts. We have shared your feedback internally as we actively work to improve as a company, and 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]!
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