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.
If I could give it less stars I would. What a horrible experience. No notification on the website of back orders, no proactive status communication, and over the months to my furniture, all while being charged upfront. I will never purchase from burrow again.
Reply from Burrow2026-07-17
Hi Eric,
Thank you for taking the time to share your experience. We’re sorry to hear that it felt so unclear after your order was placed.
If an item is backordered or delayed, that should be easy to see and communicated proactively, and we understand how frustrating it is to be charged and then spend months waiting without the kind of updates you needed.
If your order is still unresolved, please reach out to our Customer Experience team at [email protected] so they can review the latest status and help with next steps. We’re sorry this experience left you feeling this way about Burrow, but hope to have the opportunity to restore your confidence in us.
I chose the sofa from burrow over other options because they said it shipped in 5-7 days and I needed it quickly but it's been 17 days and I still don't have an update I've emailed 3 times and still no news.
Reply from Burrow2026-07-15
Hi Emma,
Thank you for sharing your feedback. We completely understand how frustrating it must be to experience unexpected 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. Our team would really love the chance to make things right!
That said, we’ve escalated your support request, and a member of our customer experience team will be reaching out shortly to provide an update. We appreciate your patience and look forward to hearing how much you love your sofa!
We were missing some items, we contacted the store and online, and everyone we spoke to were extremely helpful.
Reply from Burrow2026-07-14
Hi there,
Thanks for taking the time to share your experience! We’re sorry to hear that there were missing items, but we’re so glad our store and online teams were able to help get everything sorted.
We appreciate you giving us the chance to make it right, and we’ll be sure to share your kind words with the team!
Hi David,
Thanks for sharing this! Oftentimes, our furniture pieces ship in multiple boxes, so chances are that the second box isn't too far behind. That said, if it doesn’t reach you within the next few days, please reach out to our team at [email protected] so we can track it down and make sure you’re all set!
I was very pleased with how easy the 9 drawer dresser was to put together. Also how sturdy it was after all assembled. Only comment was I had to open several of the 9 boxes before I found the instructions which were in one box.
Reply from Burrow2026-07-14
Hi David,
Thank you for sharing this! We’re so glad to hear that the dresser was easy to put together and felt sturdy once assembled.
We also appreciate the note about the instructions being tucked into one of the boxes. We can see how that would make setup a little more frustrating at the start, and we’ll share that feedback with our product team!
I'm still waiting for my table that I ordered on June 26 and it's no where in site. Very unhappy. Customer service didn't help me either except to blame...."we have no control". If the business has no control....who does?
Update: Burrow replied below stating another table was on the way after not knowing where the first one ended up. Truth be told they did not send me another one......still nothing.
Reply from Burrow2026-07-14
Hi Carol,
Thank you for sharing your experience. We're sorry your table still hasn't arrived, and that the support you received felt more dismissive than helpful.
This shipment was affected by delays, and while we can't confirm exactly what happened to the original package in transit, what matters most to us is getting your table to you. A replacement has already been processed and is on its way.
Please allow 3 to 5 days for processing. Any updates will be shared with you by email, and our Customer Experience team will continue assisting from there!
Ordered three sets of chairs. One box was correct. Two of the boxes were not the chairs I ordered. So frustrating. And took a while to return.
I must say that customer service once I got in touch with them was very helpful. But this was a large and expensive order and to mess up 2/3 of it was very disappointing.
Reply from Burrow2026-07-13
Hi Katie,
Thank you for sharing this. We're sorry that two of your three chair sets arrived incorrectly, especially on a larger order where an error like that takes real time and effort to resolve.
While we're glad our Customer Experience team was helpful once you connected with them, we know that doesn't make up for the time it took to return the wrong items and get everything straightened out.
That said, we really appreciate you calling this out, and we've shared your feedback with our team as we keep working to improve order accuracy and make things easier when something does slip through.
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.
We ordered a couch from Burrow in late March. As of July 9, we have still not received all the pieces needed to put our couch together. I had to contact support to get an estimate of the delivery date. Even then, the pieces didn't start getting delivered until several weeks after customer support estimated.
The pieces of the couch have been delivered as a slow trickle. We also received 1 piece we didn't order and legs that were the wrong color.
I keep seeing social media ads for Burrow that promise immediate delivery of new couches, and I just don't understand how that's possible based on my personal experience.
I would STRONGLY discourage anyone from purchasing from this company based on our experience. (I will say that customer service is super responsive and pleasant, but the buyer experience is abysmal.)
Reply from Burrow2026-07-10
Hi there,
Thank you for taking the time to share this. We're really sorry for how drawn-out and frustrating this experience has been. Waiting months for all the pieces to assemble your sofa isn't the experience we want anyone to have, and getting an extra piece along with legs in the wrong color only added to an already disappointing situation.
We also completely understand how it feels to see messaging about quick delivery when your own order has trickled in slowly and inconsistently. That disconnect is genuinely useful feedback, and we're passing it along to our team.
We're glad our support team has been responsive and easy to work with, but we know that doesn't undo the larger issues with your order. If there's anything still unresolved, please reach out to [email protected] so our team can take another look and make sure everything is fully sorted for you.
Ordered Nomad sofa with ottoman and Nomad loveseat with ottoman on February 8, 2026, at which point the status of both items was "In stock and ready to ship." Kept checking my order status for a shipping date. Soon noticed that one item was marked as having a new TBD ship date. I had heard NOTHING from Burrow about this delay and so I contacted customer service. They gave a vague excuse about a component being unavailable and said that it would ship in March. (Their website continued to display "In stock and ready to ship" for several weeks.) Then in March they told me it would ship in early April, then it was late April, then May... My seething fury steadily grew. I continued to get the runaround for nearly FIVE MONTHS until boxes started arriving on June 29, and finally the last of the boxes was delivered on July 2. NEVER AGAIN will I do business with this company. And I urge anyone reading this to seriously consider whether they really want to potentially receive their order five months later. Do not believe the estimated shipping dates, they are all lies.
Reply from Burrow2026-07-08
Hi Gretchen,
Thank you for taking the time to share this. We’re sorry the shipping timeline changed so many times after your order was placed, especially when the items were listed as in stock and ready to ship.
That kind of experience understandably makes the original estimate feel unreliable, and we know it’s frustrating to have to keep checking your order status or reaching out for updates instead of hearing from us proactively.
We’re glad your order has since been delivered, but we understand that doesn’t undo the frustration of waiting nearly five months. Your feedback around inventory accuracy, estimated ship dates, and proactive communication has been shared with our team.
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.
Only 4 out of 5 pieces have delivered with no helpful tracking information. Has taken almost 3 months. Support not helpful minimal answers.
Reply from Burrow2026-07-06
Hi Katie,
Thank you for bringing this to our attention. We're sorry to hear that delivery has taken so long, and that the tracking information hasn't given you the clarity you needed along the way.
We also really appreciate your patience while waiting on the last piece of your sofa to arrive, and our Customer Experience team has been looped in to get you a more concrete update.
Someone should be reaching out to you shortly with the latest status and next steps, but if there's anything else we can do to support you, we hope you won't hesitate to let us know!
This company is genuinely horrible. We bought a modular couch a year ago, and four months ago purchased a chaise lounge to add to it for $1.3k. At the time of purchase, it said it was in stock. two months later it said delivery would be early June. Early june, we recieved a notification that they didnt know when we would be getting it. Then in early july the package shows up with no tracking information updated and it was only 3/4 of the couch. The tracking still says "Label Created" for the pieces we have received. the back of the couch is missing. There is no way to get in touch with their support team except through email and they can give us no updates on tracking because they must have done it wrong. So they cannot tell me where my piece is after FOUR months of waiting, nor are they making any sort of effort to remedy the problem. so unbelievably frustrating. Save yourself the headache and buy elsewhere. I haven't regretted purchasing something from a company like this in a very long time.
Reply from Burrow2026-07-07
Hi Joseph,
Thank you for taking the time to share your experience. We're sorry to hear that it's been so difficult, especially after waiting months only to receive an incomplete delivery without clear tracking.
We know how frustrating it is to feel like you can't get a straight answer on where things stand, particularly when trying to track down an item that you've paid for in full.
That said, our team would really like the chance to make things right, and 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.
Customer service was very helpful and the item was delivered in record time. The bolster is sturdy yet elegant. Thank you.
Reply from Burrow2026-07-07
Hi Paul,
Thank you so much for sharing this! We're so glad our Customer Service team was helpful and that your order arrived so quickly.
A bolster that's both sturdy and elegant is exactly what we love to hear, and we hope it's the perfect finishing touch in your space!
The quality and feel of leather is superb. I love it.
Reply from Burrow2026-07-07
Hi Liz,
Thank you so much for the positive review! We're so happy to hear you love the leather. Quality and feel make such a difference, and we love knowing it's made such a beautiful impression in your space!
The product was hard to find on the site, but it worked great. The oak legs look a bit different than the oak legs we already own, but this isn't an issue for us, since we have plenty of legs already. It would be cool if they sold the connector parts without the legs.
Reply from Burrow2026-07-07
Thanks for sharing such great feedback, Sophie! We're glad the product worked well for what you needed.
We also really appreciate the notes about it being hard to find on the site, and the suggestion to offer connector parts without the legs. That's genuinely helpful, especially for customers who already have the legs they need. We'll be sure to pass this along to our team for future consideration!
Terrible No response from company about delivery dates despite over 10 emails sent, arrives weeks later missing parts , again no response from company on missing parts, I have a couch I can't sit on with no delivery date or service from company about missing parts, instead I get these automated emails about writing reviews or buyingote products on sale. Ridiculous and very frustrating
Reply from Burrow2026-07-06
Hi Lisa,
Thank you for bringing this to our attention. We're truly sorry your sofa arrived missing parts and that you haven't been able to enjoy it the way you should.
We also completely understand how frustrating it is to receive automated emails about reviews or sales while you're still waiting for help with an order issue. That's the last thing you need right now, and we're sorry for the added frustration.
We weren't able to find any support requests tied to this order, but our Customer Experience team is already looking into it. Someone will be reaching out to you shortly to help get those missing parts sorted and walk you through next steps.
If there's anything else we can do to support you, we hope you won't hesitate to follow up with our team at [email protected]. We're always happy to help!
Table and chairs are lovely and very well built. My only complaint is the amount of packaging. Table and six chairs and there was enough bundled cardboard to entirely fill the back of my suv with the second row seats down.
Reply from Burrow2026-07-07
Hi there,
Thank you so much for sharing your experience with us. We're so glad you're happy with the table and chairs and that they feel well-built.
We also really appreciate the note about the packaging. Furniture requires extensive protection in transit, and we understand how much of a hassle all that material can be to break down and dispose of after delivery.
We'll share this with our team as we keep looking for ways to balance safe delivery with a better unboxing experience!
If you are looking for a hard, uncomfortable, scratchy, squeaky sofa that your cats will LOVE to use as a scratching post, this is it. I am SO disappointed in this. It was marketing as “pet-friendly fabric. “ It is NOT. This is the worst sofa I have ever had. It has not even lasted 3 years, and at a price point that I expected to get at least 7-10 years out of it.
It is cheaply constructed, uncomfortable as hell, and my cats have shredded the fabric that was supposedly made for homes with animals.
Customer service has been TERRIBLE. First they said, “Oh, it will get more comfortable over time”. IT DID NOT. Then they said, “we never said it would stand up to pets.” Then they said, too bad, so sad, we have your money, tough luck.
TERRIBLE Experience.Do not buy unless you love discomfort and want to buy your cats a $2000 scratching post. Cats say, “WOW, BEST THING WE HAVE EVER HAD. WE CAN SCRATCH IT TO SHREDS AND HAVE IT ALL TO OURSELVES BECAUSE EVEN THE DOGS FIND IT TOO UNCOMFORTABLE TO USE.”
Reply from Burrow2026-07-06
Hi Nancy,
Thank you for sharing this. We're really sorry to hear how disappointed you've been with your sofa. A piece you invested in should feel comfortable and enjoyable in your home, and it's clear that hasn't been your experience.
We also understand why the fabric performance has been especially frustrating, since you specifically chose a pet-friendly option. While no upholstery is completely scratch-proof, that doesn't take away from how upsetting it is when a piece doesn't hold up the way you were counting on.
We also don't want the support experience to have left you feeling unheard on top of everything else. If there's anything still unresolved, please reach out to our Customer Experience team directly, and they'll take another look at your order and any options that may be available to you.
I first bought from Burrow in 2024. I originally chose Burrow because I knew my living situation wasn't permanent and wanted a couch that fit my aesthetic but could also change with my living space. The ability to order other sections in the future was a major factor in my choice to go with Burrow.
Fast forward to April 2026, I am moving into a new home and want to order a corner piece for my sofa. I reached out to Burrow via email; I couldn't find a way to order individual sections on their website. I received a response that a matching unit was in stock and paid the invoice all on the same day, April 23rd. In that communication, I was told shipping would be free. Looking back, shipping was an additional charge on my invoice.
On May 5th I still had not received a shipping confirmation and reached out for an update. I was then told the unit I was sold was not actually in stock. Nobody from Burrow reached out to me about this. Who knows how long my order would have stayed open and pending had I not reached out. It took several frustrating back and forth emails to understand that an exact match for my 2024 pieces would never be in stock again because Burrow had changed the cushions since my original purchase.
I was offered a free "upgrade" to the "plus" cushions. The "plus" cushions are the only cushions their Nomad pieces come with now, so it's not an upgrade. I asked if I could buy replacement cushions for my other pieces so the cushions could match. Burrow doesn't sell replacement cushions because, in their words, "This ensures proper fit and consistent comfort across the entire sofa." They suggested I visit a showroom to feel the difference; the closest showroom is hours away.
I ultimately agreed to try the so-called "upgraded" corner piece on May 15th but only after getting written assurance any return associated with this order would be free of charge. I was told on May 22nd my updated order was processed. Tracking showed I could expect my packaged by ay 27th, but the last box never arrived.
I reached out on May 29th about the missing package and was told to ask again after tracking had not updated for 3-5 business days. I reached out again on June 3rd, and was told to wait again. I reached out for a 3rd time on June 9th and Burrow opened a claim and agreed to send a replacement. But the replacement wasn't in stock and wouldn't be until the end of June!
On June 24th, I got a shipment tracking notification. No heads up from customer service this time either. At least the replacement arrived June 25th.
I put it together and surprise, surprise the "plus" cushion feels totally different and looks visibly thicker than the rest of my couch. Burrow's customer service team told me it wouldn't be that noticeable because my existing pieces were broken in and softer by now. Nope. It is the difference between a firm seat and sinking in to memory foam.
I have opened a return claim and I can only pray it goes smoothly.
The most frustrating part of this for me is it all could have been avoided if Burrow just sold replacement cushions. I would have gladly spent *more* money to have all my cushions match. Instead, Burrow is losing a sale and at least 2 customers; after hearing this saga, a friend who had been planning to purchase from Burrow changed her mind.
Also, shame on Google for showing misleading review data for Burrow. They show a 4.1 store rating, but that doesn't seem to be based on actual user reviews.
Reply from Burrow2026-06-30
Hi Alex,
Thank you for taking the time to share all of this. We’re truly sorry this experience has been so frustrating, especially after originally choosing Burrow because of the flexibility to adapt your sofa over time.
We understand how disappointing it would be to come back for an additional piece and find that the product details had changed in a way that made matching your existing setup much harder than expected, and we’re sorry for the confusion, the missed communication, and the added back-and-forth it took to get answers.
We also hear your feedback around replacement cushions and have shared those with our team, along with your concerns around order visibility, shipping communication, and the overall support experience.
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 placed two orders with Burrow (a Havenly Brand) on June 1, 2026. After receiving no updates, I contacted customer service on June 10 and was told that three of my items had been “allocated” and was given an estimated delivery timeline. I was also informed that a fourth item was backordered until late July, so I requested that item be canceled.
Based on Burrow’s communication, I believed the remaining three items were in stock and reserved for me.
Weeks passed with no shipping confirmation, tracking information, or proactive communication. On June 23, I reached out again to ask why my orders had not shipped. Only then was I told that Burrow had ended its partnership with the supplier of these items and could no longer fulfill the orders.
My biggest concern is that I was never notified when Burrow became aware that the items could not be shipped. My orders remained open, my money remained with the company, and I received no communication. Had I not contacted customer service myself, I do not know when I would have been informed that the orders were unfulfillable.
What makes this more frustrating is that Burrow previously told me the items were “allocated,” which I later learned meant they had supposedly been reserved for me. If that was true, customers should have been immediately notified once fulfillment became impossible.
I ultimately requested a full refund. My issue is not that an item became unavailable—those situations happen. My issue is the lack of transparency, and the fact that I had to discover the problem myself after weeks of waiting.
As of the date of this review, these items are still listed on Burrow’s website and are being promoted with discounts despite Burrow informing me that it can no longer obtain them (i.e. the company is encouraging more customers to fall for this trap).
Customers deserve timely and honest communication when a company knows it cannot fulfill an order. Unfortunately, that wasn’t my experience with Burrow.
Reply from Burrow2026-06-25
Hi Rene,
Thank you for taking the time to share this. We're truly sorry for the frustration here and for the lack of proactive communication around your orders.
You're absolutely right that if we become aware that an order can't be fulfilled, you should be notified clearly and quickly. Having to follow up multiple times to get information about your order isn't the experience we want for you, and we understand the need for improvement here.
We also want to acknowledge the confusion caused by the earlier update that your items had been allocated. We completely understand why that would lead you to believe your pieces were reserved and moving forward, and we've shared this feedback with our leadership team to help us improve.
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!
The Quality is excellent but details should have been given that the Bed components would arrive in 3 shipments
Reply from Burrow2026-06-22
Hi Robert,
Thank you for sharing this! We’re so glad to hear you’re happy with the quality of your bed.
We also appreciate the feedback around delivery communication and agree that delivery details should be clear from the start so you know what to expect. We’ll be sure to share this with our team as we continue working to make shipment updates easier to follow!
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