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.
It requires persistence to get information from Burrow customer service.
They will tell to try again
later.
They will tell you UPS has your items even when they don’t.
Reply from Burrow2026-06-22
Hi Tom,
Thank you for sharing this feedback. We’re sorry the support experience felt frustrating and that getting clear information about your shipment took more effort than it should have.
From the tracking details available, it looks like all packages associated with your order have now been delivered. If anything still seems off or you need additional help, please reach out to our Customer Experience team at [email protected] so they can take another look and assist further.
"in stock, ready to ship" delayed with 7 months, customer service is comically obvious AI
Purchased a sofa listed as "in stock, ready to ship" and my card was charged at the time of purchase. A few weeks later I realized I still hadn't received a shipping confirmation. I logged onto my account on their website and saw that it was delayed 3-4 weeks. I emailed to ask for an explanation and received multiple responses at the same time, all clearly AI generated, but they mostly conveyed a particular part was out of stock. I was able to get 5% back for the delay. Weeks go by, again, I realized I hadn't received a shipping notification, logged in and saw a 13-14 week delay. I got another 5% refunded as a result, same unhinged customer service email exchanges, but two weeks later I decided to cancel my order based on the number of similar experiences I found from other customer reviews. I wish I had done more research, but I could not find a similar product from any other online company - leather loveseat with one side as a chaise - a square sectional (2x1) - or else would have cancelled my order sooner. If they had proactively communicated the delays, I may have waited for the product. I felt like I was getting scammed.
Reply from Burrow2026-06-22
Hi Emma,
Thank you for sharing your experience. We’re truly sorry to hear that your order timeline changed so significantly after purchase, especially after the item was listed as in stock and ready to ship.
We understand that communication didn't feel proactive or clear enough along the way, and your feedback has been shared with our team as we continue working to improve the overall customer experience.
We also want to clarify that our Customer Experience team is made up of real people, not AI, but we hear you that the responses you received felt impersonal, and that definitely isn't the experience we want anyone to have.
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!
beautiful quality and materials. Building it was so simple.
Reply from Burrow2026-06-17
Hi Claire,
Thank you so much for sharing this! We’re so glad you’re happy with the quality and that the assembly was simple. We hope you enjoy the piece in your home for years to come!
Fantastic couch!! Just a very long lead time. The lead time is not a big deal if it is just stated upon ordering that it will take awhile. Worth the wait.
Reply from Burrow2026-06-17
Hi Jody,
Thank you so much for sharing this! We’re so glad to hear that you love your sofa and that it felt worth the wait.
We also really appreciate the feedback around lead times. Waiting is much easier when expectations are clear from the start, and we’ll be sure to share that with our team as we continue working to improve the ordering experience. Here's hoping you enjoy your sofa for years to come!
Great customer service and love my new sofa and loveseat!
Reply from Burrow2026-06-17
Hi Denise,
Thank you so much for sharing this! We love hearing that you had a great experience with our team and that you’re loving your new sofa and loveseat. We hope they’re already feeling right at home!
the product took too long to be delivered... the fabric on the pillow is not that great and the color is not what it looks on the photo. wood and legs are nice.
Reply from Burrow2026-06-17
Hi Silvia,
Thank you for taking the time to share your feedback. We’re sorry to hear that the delivery took longer than expected and that the pillow fabric and color didn’t feel true to what you were hoping for.
Though we’re glad to hear you’re happy with the wood and legs, we understand that the full piece should feel right once it arrives. If there are any concerns with your order that still need to be addressed, please reach out to our Customer Experience team so they can take a closer look and help with next steps!
My order was a month late and I am
missing a box. None of the printed customer service phone numbers on your website and on the instructions in that come with the furniture work.
Reply from Burrow2026-06-16
Hi Kelly,
We’re sorry again for the delay and for the frustration around the missing box.
It looks like our Customer Experience team has been in touch and confirmed that the last seat was expected to be delivered today, 6/16. If you’re still missing any pieces or need additional help, please reply directly to your active support thread so the team can continue assisting with your order there. We're always happy to help!
We placed our order for a loveseat on March 26, and Burrow said it would ship within 5-7 weeks. Almost 12 weeks later, we have received the legs and two sides of the loveseat, but not the seat itself. And so we wait.
Reply from Burrow2026-06-16
Hi Alison,
Thank you for sharing your experience. We’re really sorry for the delays, and for the frustration of receiving only part of your loveseat after waiting longer than expected.
If our team can help by providing an updated ETA or looking into the remaining shipment, please reply directly to your active support thread so Customer Experience can continue assisting with your order there. We sincerely appreciate your patience as we work to get your order to you as quickly as possible!
I purchased a dresser and nightstand and paid for Taskrabbit assembly with the order. Four boxes arrived, but they showed one as missing and couldn’t let me schedule the assembly that I paid for. I tried to contact them, learning that customer service is limited to emails which take 2-3 business days for responses. No phone access or live chats! I finally hear back from someone who says that my bed should have come in four boxes. Huh? I GOT four boxes, and didn’t order a bed.
Fast forward, I hired a Tasker myself, who found that the two side panels of the dresser were badly damaged. So now I am stuck waiting for an email back in a few days.
Awful customer service!!!!!!
Reply from Burrow2026-06-17
Hi there,
Thank you for sharing your experience. We’re so sorry it has been such a frustrating one, especially after paying for assembly and running into issues before you could even get it scheduled.
We can definitely understand why the back-and-forth around the boxes would be confusing, and finding damaged dresser panels after arranging assembly on your own only added to an already frustrating situation.
The issues you’ve described are not the experience we want for our customers, and we’d like the opportunity to take a closer look.
We’ve sent you a request for additional information so we can locate your account. Once we receive those details, please keep an eye out for a follow-up from our Customer Experience team!
The table I bought already had the veneer delaminating on one of the legs and the bottom of the table
Reply from Burrow2026-06-10
Hi Emalee,
Thank you for bringing this to our attention, and we're truly sorry your table arrived in this condition. A new piece should never show up with veneer delamination, and we completely understand the disappointment.
That said, our Customer Experience team has been alerted, and someone will be reaching out to you directly to help make this right.
Joseph E was so helpful that I didn’t mind the delays.
Thanks!
Reply from Burrow2026-06-04
Hi Judith,
Thank you for sharing this! We're sorry to hear that the delays made the process harder than it should have been, but we're so glad Joseph was so supportive throughout the process. We'll absolutely pass your kind words along to him!
Hi Victor,
Thank you for bringing this to our attention. We're truly sorry for the mix-up, and we completely understand how frustrating it is to receive the wrong item after anticipating your order.
That said, we've received your email, and our Customer Experience team is looking into this further. Someone will be reaching out shortly with next steps, and we'll do everything we can to get this sorted properly. We appreciate your patience while we make things right!
Just recently purchased the prospect nightstand and dresser. Overall, I would say that I am disappointed in quality for the price and could not recommend either of these units. Prior to purchasing I knew assembly would be required but the final product leaves much to be desired. As none of the drawers line up properly. Meaning that when closed some drawers stick out more than others and some of require the opening and closing of other drawers just to close. I tried to move the 6 drawer dresser over a few inches and I could see pieces moving further out of place.Meanwhile my old ikea dresser that was a fraction of the price I spent doesn't have either problem. I would love to return but I know it would like be a pain to deal with. To note, I have previously purchased a sofa from Burrow without issue.
Reply from Burrow2026-06-02
Hi Mike,
Thank you for sharing this feedback. We're glad that your previous experience with us was a good one, and we're truly sorry the Prospect pieces didn't meet that same standard.
When you invest in furniture at this price point, it should feel sturdy and well-crafted right out of the box. Drawers that don't sit evenly or close properly aren't something you should have to work around, and we completely understand the disappointment, especially after taking the time to put everything together.
If you haven't already, please reach out to our Customer Experience team at [email protected] with your order details and a few photos or videos of what you're seeing. We'd love the chance to make this right. We've also shared your feedback with our team as we continue working to improve our product quality and post-purchase support.
Couch said “ready to ship”, omitting “in 4 months”
Couch said “ready to ship”, heard nothing for two weeks, reached out and they said “parts are on back order, parts will arrive in 2 months” while the website still claimed “ready to ship”. We’re now a month passed the date the parts were supposed to be available, still waiting. At this point it’s become a running joke that we’ll be moving before this couch even gets shipped.
Reply from Burrow2026-05-27
Hi Marc,
Thanks for taking the time to share your experience. We’re really sorry for how frustrating it has been, especially after ordering something that was listed as ready to ship and then seeing the timeline shift repeatedly.
We understand why that would feel misleading, particularly when the information on our site didn’t seem to line up with the updates you were receiving. That should have been clearer, and we’re truly sorry for the uncertainty it caused.
Our team has since provided an updated ETA for your sofa and issued a 10% refund as a courtesy for the delays and disappointment. 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]!
Do NOT shop with this company for ANY reason. They never update their inventory, their customer service is now just an AI chatbot, and the product, if you get it, is terrible.
EDIT: Reply and update.
Hello! So happy to see you reply here. I want to clarify, that the only reason I found out that the item was discontinued was because I wrote to burrow twice to confirm the timeline of my order. It was only then that I was told the product was at first "unavailable" and only yesterday - nearly a month after making the order, that the collection was "discontinued." How is it that none of the 3 representatives I talked with over the previous month knew that?
I would expect that you understand that when people are undertaking home design purchases, they are often in the midst of projects that involve many decisions and spending in multiple avenues. The ability to depend on vendors for basic answers - or to fulfill orders they have agreed to - affects these other factors.
I raised this to the CS representative on many occasions, but their failure to answer even my most basic questions really underscored the fact that - if I wasn't talking to a chatbot - I was talking to a person whose clear mandate was not to satisfy the problems caused my the company's error.
Last - I want to be clear that non of my review is contrived. I am happy to have seen the order cancelled, as I was finally able to see the product in person, at a friends house, and to audition just how uncomfortable it was.
Reply from Burrow2026-05-27
Hi Theo,
Thank you for sharing your experience. We’re sorry this was so disappointing, especially after placing an order only to learn the collection was discontinued.
We also want to clarify that our Customer Experience team is made up of real people, not AI, but we understand that the support experience may not have felt as personal or helpful as it should have. That feedback matters, and we’ve shared it with our leadership team for review and transparency.
We can confirm that your order has been refunded in full, but we know that doesn’t undo the frustration or the loss of confidence in shopping with us. We hope we’ll have another opportunity in the future to restore your faith in our brand and provide you with the level of service you deserve.
Really bad customer service.
I have been simply trying to buy a replacement cushion for my Nomad ottoman, and apparently no one at Burrow can help me do that.
Instead of solving the issue, they pushed a 40% discount to “upgrade,” while their public sale is already 30% off. That is not customer support, it is barely more than a standard promotion.
Burrow markets itself as modular furniture, but when an existing customer needs one basic replacement part, there seems to be no real solution. Extremely disappointing experience.
Reply from Burrow2026-05-18
Hi Joseph,
Thank you for sharing your experience. We’re sorry for the frustration here, especially as an existing customer looking for a replacement part.
Unfortunately, your current sofa's model was discontinued, and we no longer have add-ons or replacement cushions available separately for that collection. We understand how disappointing that is, particularly given Burrow’s modular approach and the expectation that pieces can adapt over time.
Because of this, our team offered a 40% discount toward an upgraded sofa as a way to acknowledge the disappointment and help provide another path forward, but we understand that it wasn’t the solution you were hoping for.
Again, we're truly sorry for the disappointment, and your feedback has been shared with our team as we continue working to improve long-term product support and the overall customer experience. 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]!
I purchased the Nomad sectional sofa in rust fabric in November 2022. I like the look of the sofa and appreciate the firm support it provides. I find most sofas very uncomfortable and this one has remained comfortable and still looks pretty good. However, wanted to share some major negatives about this sofa. First, I bought it because Burrow advertises the fabric as pet friendly. That may be true if you have a hairless pet but if your pet (or a person in your household) sheds even a tiny bit, the couch fabric will find every strand of hair in your house, attract it like a magnet and then hang onto it for dear life. I've tried every hair removal item available -- mitts, tape, vacuum, specialized pet attachments, pulling the covers and putting them in the dryer and NOTHING works without hours of effort. The hair gets embedded in the tight weave of the fabric and you can't even pull many of the hairs out with your fingers. It even finds its way in there when the sofa is covered in blankets (not the look I am going for BTW).
The other negative is how unnecessarily difficult it is to put this sofa together. Once its together it looks good, but it is hard to line up the pieces and get your hands where they need to be to get the pieces to go together.
Even though I love the brick red color of the sofa and the low, modern look and the firmness, I would not buy it again (and am seriously thinking about replacing it) because it is impossible to keep clean.
Reply from Burrow2026-05-18
Hi KD,
Thank you for taking the time to share such thoughtful feedback. While we’re really glad to hear you’ve enjoyed the look and feel of your Nomad sectional, we understand how frustrating it is when a fabric marketed as pet-friendly doesn’t feel easy to maintain in a real home with shedding pets.
Pet-friendly should still feel livable, and we’re sorry this fabric has required so much effort to keep clean. We also appreciate your feedback around assembly, as that’s an important part of the overall experience too.
Your comments have been shared with our team as we continue working 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].
I would give 0 stars if I could.
6+ months to deliver.
The company claims quick shipping which is a lie.
Lack of communication.
When it did not come by the date they gave us, WE had to contact them. Multiple delays, which again, WE had to contact them about.
Missing pieces.
Once it did arrive, we realized we were missing multiple pieces including the entire chaise. There is literally no way to make a return considering the directions you have to download instruct you to open ALL boxes and components, just to leave you stuck if you end up having even more issues.
Why are these honest reviews not included on the purchasing website?
It is very scummy and deceptive to have a separate page for complaints from real customers vs paid reviews coming from a company that “compromises between quality, affordability, and convenience … solving the biggest problems in furniture.”
I can’t begin to explain the frustrations that have came with ordering from this company and I will never do it again.
Reply from Burrow2026-05-18
Hi CP,
Thank you for taking the time to share this. We’re very sorry for how frustrating and disappointing your experience has been, and we definitely understand how upsetting it would be to wait far longer than expected and still not have all the pieces needed to use your furniture.
This isn't the experience we want anyone to have, and your feedback has been shared with our team. Again, we appreciate you bringing this to our attention and are sorry for the frustration this caused. 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].
Thank you for sharing, Shelly! We’re glad to hear that our team was able to assist you so quickly, and we appreciate you taking the time to leave a review.
Packing and instructions were great! Looks just like on the website.
Reply from Burrow2026-05-12
Thank you for sharing, David! We’re so glad that the packaging and instructions made setup easy, and that the piece looks just as expected in your space. We appreciate you taking the time to leave a review!
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