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.
Horrible delay in shipping with extremely poor communication!
Reply from Burrow2026-05-12
Hi Joe,
Thank you for sharing your experience. We’re truly sorry for the delay and for the lack of clear communication along the way. We understand how frustrating that experience can be, and if you still need help with an updated ETA, please reach out to our Customer Experience team at [email protected] with your order details. They’ll be happy to take a closer look!
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]!
Good product but the customer service after the initial purchase is in adequate. I will not be purchasing from them ever again.
Reply from Burrow2026-05-11
Hi there,
Thank you for sharing your feedback. While we’re glad to hear you’re happy with the product, we’re sorry that the support experience after your purchase fell short. That follow-through matters, and we understand how disappointing it is when the service doesn’t match the quality of the item.
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]!
There were 3 boxes in the shipment and tracking info with UPS was difficult to decipher. Communication from Burrow made it seem like everything was on its way together, when in reality it took several more days for 2 more boxes to arrive. Someone from Burrow could’ve followed up with me or at least UPS and they did neither.
Reply from Burrow2026-05-08
Thank you for sharing this, Scott. We’re sorry for the confusion with your shipment and understand how frustrating it is when tracking doesn’t indicate whether or not boxes may arrive separately.
Multi-box deliveries can sometimes arrive across different days, but we agree that communication should make that easier to understand, and your feedback has been shared with our team as we work to improve shipment updates and tracking ability going forward.
For original Nomad sectional sofa & an additional ottoman you did excellent delivering items on or ahead of schedule!! For missing hardware kit delivery time was reasonable. I am still awaiting delivery of pillow shams that were reshaped 2 times & I still haven’t received them. The quality of your merchandise is very very good & I am very happy with it!!
Reply from Burrow2026-05-11
Thank you for sharing this, Linda! We’re so glad to hear your sectional and ottoman arrived on time and that you’re happy with the quality of your pieces.
That said, we’re sorry that the pillow shams still haven’t been resolved after multiple reshipments. That’s understandably frustrating, and we appreciate your patience while that final piece is still being worked through. We’re glad the rest of your experience has been positive, and we’ll continue working until we get this fully resolved for you!
I think I will love the couch, itself (just put it together), but there's definitely room for improvement on the customer service level. Despite multiple attempts, I was unable to find out the status of the deliveries, which got really confusing. I think UPS was the main problem, but that's only a guess because of the bot-style responses I got to my inquiries. It seemed like I was dealing with a real person at the beginning, but I was clearly passed along to a bot that repeated information I already had and didn't answer my unanswered questions. My requests for phone (or even) text contact were denied and I was left to wait and wonder. Not cool!
Reply from Burrow2026-05-07
Hi there,
Thank you for sharing your experience. We’re glad to hear you’re feeling good about the sofa itself, but we’re sorry that the delivery and support experience felt so frustrating.
We understand how confusing it can be when shipments are difficult to track, and the responses you receive don’t fully answer your questions. To clarify, our Customer Experience team is made up of real people, but we understand why the communication may have felt impersonal or repetitive, and that feedback is important for us to hear.
Your comments around delivery visibility, support communication, and contact options have also been shared with our team as we continue working to improve 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 bought a coffee table a few months ago, and it got damaged extremely quickly, even though I've treated it very carefully. The wood is peeling off from both layers and it looks very cheap. It is not worth the money at all. It also took months to arrive despite me purchasing it in store and being told it would take a week.
Reply from Burrow2026-05-07
Hi Manuela,
Thank you for sharing your experience. We’re very sorry to hear that your coffee table didn’t hold up as expected, especially after waiting so much longer than originally anticipated for it to be delivered.
We understand how disappointing it is when a piece doesn’t reflect the quality or value you expected, and we recognize that this falls short of our standards. We have shared your feedback on product durability and delivery timelines with our team as we continue working to improve.
If there's anything more you'd like to share, we'd love to hear it. We can be reached directly at [email protected]!
Very delayed delivery (took 5+ months), poor communication on what was going on (never notified when delivery was delayed or prior to it randomly showing up at a different time than communicated), poor communication about refund offered for delay (took many back-and-forth emails to align)
Reply from Burrow2026-05-05
Hi there,
Thank you for sharing your experience. We’re very sorry for the extended delay and for the lack of clear, proactive communication along the way.
We understand how frustrating it is to have delivery timing shift without notice, and that’s not the level of transparency or support we want customers to experience. Your feedback has been shared with our team as we continue working to improve delivery updates, communication, and resolution processes across the board.
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]!
The sofa is lovely, but this is my 2nd time purchasing a sofa through Burrow, and it is the 2nd time that they don't notify me in advance when items are shipped. It's super inconvenient and unsafe to have large boxes delivered to your house when you are out of town. The boxes sat on the front porch for days. The only reason we noticed that the boxes were there is that they showed up on the Ring camera.
Reply from Burrow2026-05-05
Hi there,
Thank you for sharing this. We’re so glad to hear you’re enjoying the sofa, but we’re sorry that the shipping communication fell short again.
We understand how stressful and inconvenient it is to have large boxes arrive without advance notice, and that’s not the experience we want anyone to have with Burrow.
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]!
The sofa and ottoman are perfect! It took a little longer than I had hoped, but the wait was worth it. I appreciate the fast response from the help team when I asked about the status of my order. Well done.
Reply from Burrow2026-05-05
Thank you for sharing this, Kevin! We’re so glad that your sofa and ottoman were worth the wait. We also appreciate you calling out our Customer Experience team, and we’re happy to hear that they were able to provide a quick update along the way. Enjoy your new pieces!
It’s a great sofa and very comfortable mattress. I’d give it 5 stars except for the defect in the top seam of one of the back cushions. Rather than send a replacement cover, their proposed solution was to offer a $100 discount on a future purchase. Unfortunately that doesn’t solve the problem.
Reply from Burrow2026-05-04
Hi Ray,
Thank you for sharing this feedback. We’re really glad to hear you’re loving the sofa, but we agree that the initial resolution didn’t hit the mark. A future-purchase credit doesn’t solve the issue with the cushion itself, and we’re truly sorry for the frustration there.
It looks like you’re already in touch with our team, and we’ve looped in leadership to help take a closer look in order to work toward a better resolution. We appreciate your patience while we get this sorted for you!
Hi Lucia,
Thank you for sharing - we’re so glad to hear the quality stood out! We put a lot of care into making pieces that feel as good as they look, and we appreciate you taking the time to leave a review.
First I was impressed with the packaging. When I opened the 1st box, I thought if they put this care into packaging the piece must be a quality piece. I was not wrong. It was super easy to assemble. It looks great and feels solid.
Reply from Burrow2026-05-04
Hi Sam,
Thank you for sharing this! We’re so glad the care in the packaging stood out right away and set the tone for the piece itself. It’s great to hear that assembly was easy and, and we're so glad you’re happy with how it all turned out!
Couch kept getting delayed and still hasn't showed up 3-4 months after purchase. I kept having to follow up with when it was supposed to be delivered and followed up when that timeline wasn't met and then was told of another delay.
Reply from Burrow2026-05-04
Hi Emily,
Thank you for sharing your feedback. We completely understand how frustrating it would be to experience such a long delay 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. Your feedback matters, and we’re actively working on improving transparency around shipping and fulfillment so that experiences like this don’t happen again. We hope we’ll have the opportunity to turn this around for you and restore your confidence in us!
Ordered couch in Jan and it's May now with only thing to show are connecting legs. Order delivery has been pushed 4x now and only way I know is when I contact customer service, which I believe may just be AI answering. I've asked to speak with a manager but they only want to go back and forth via emails.
Reply from Burrow2026-05-04
Hi there,
Thank you for sharing your experience. We’re sorry for the repeated delays and for the frustration of having to proactively reach out to get updates. That’s not the level of communication we want you to have with Burrow.
Additionally, we want to clarify that our Customer Experience team is made up of real people. We do not use AI to communicate with customers. That said, we understand why the experience may have felt impersonal, and we’re taking that feedback seriously as we work to improve.
Your support request has been escalated internally, and a manager will be reaching out shortly to assist further. 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]!
Well I ordered couch in October and it come today so only a 7 month delivery time. Your company is terrible and no matter how good this couch is I’ll never buy another thing from you
Reply from Burrow2026-05-04
Thank you for sharing this, Jesse. Waiting seven months for a couch is absolutely not the experience we want anyone to have with Burrow, and we understand why this was so frustrating.
We’re truly sorry for the delay and for falling short of the reliability you expected from us. Your feedback has been shared with our team as we work to improve order timing, communication, and the overall customer experience.
Forced to upgraded my couch, sent the wrong stuff, months long delay in getting my corner pieces and they delayed it even further. Never again.
Reply from Burrow2026-05-04
Hi Ryan,
Thank you for taking the time to share your feedback. We completely understand how frustrating it must feel to be waiting this long for your sofa, and we’re truly sorry for the stress this situation has caused.
While our team has been working through inventory challenges, we know that doesn’t take away from the frustration of waiting or not having clear updates along the way. That’s not the level of transparency or reliability we want our customers to experience, and our teams are actively working to improve inventory accuracy and order communication so we can do better moving forward.
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!
We ordered a sectional in Nov 2025. The couch came in 16 enormous boxes, delivered in 3 different deliveries, by 2 different shipping companies, over the span of a week. Once all the pieces came we went to assemble and realized it was missing the couch arms.
It is now 6 months later and we STILL do not have the arms. The delivery date has been pushed back twice, we have no way to return (see 16 different enormous boxes), and we are stuck with most, but not all, of a sectional. Customer service 'sounds' sympathetic but does nothing. The first time they pushed back the delivery date (about 3 months in) they credited us some $ back, but nothing since then.
Reply from Burrow2026-04-29
Hi Emily,
We’re very sorry to hear how frustrating this situation has been. Receiving an incomplete sectional and waiting months for missing pieces is not acceptable, and we take full accountability for your experience.
We’re escalating this internally to leadership for further review, and a member of our team will be reaching out directly to learn more and help move this toward a resolution. We appreciate your patience and are sorry for the experience you’ve had so far.
Purchased a couch a YEAR ago…. Still waiting. Burrow promises every time just another 3 months and assures that there are no more delays only for me to have to reach out and be told another 3 months. Outrageous. We’re entering year 2 and no offers to make it right or potential solutions. I guess I can reach out in another 3 months.
UPDATE 05/04/26: Burrow requested additional information which I shared immediately. It’s been nearly a week and still no contact from Burrow. Not sure why they would say they’d reach out if they didn’t intend to.
UPDATE: 05/13/2026
One last update here that we still have received zero communication from Burrow. Some people have said that it’s like customer service is a AI bot. That is clearly true. In the past I have purchased items from Burrow and had a great experience. I’m guessing once it was acquired by Havenly it’s not the same business. Disappointing.
Reply from Burrow2026-04-28
Hi Dev,
Thank you for sharing this. Waiting a year for a sofa is absolutely not the experience anyone should have, and we understand why you’re beyond frustrated.
The repeated delays, lack of proactive updates, and absence of a meaningful path forward are all serious misses on our part, and we'd love the opportunity to make things right. We've sent you a request for additional information to locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team!
We appreciate you calling this out, and we’re sorry this has dragged on for so long.
The Chicago store staff was awesome! I am offically loyal.
Reply from Burrow2026-04-27
Thank you so much for sharing this, Joe! We love hearing that your experience with our Chicago team made such a strong impression, and we’ll be sure to pass along your kind words. We’re thrilled to have your support, and can't wait to welcome you back!
Range 4-Piece Open Sectional Double Lounger Moss Green - Performance Flatweave / Oak - Wood
So I bought this exact couch 3 years ago... after about 1.5 year the sofa cushions were really worn out and we wanted to replace the sofa but didn't have the money yet... it's the perfect couch for our place and size and we have loved the modular aspect of it
Once we had the money we decided to give this couch another go, since they said they "upgraded the cushions"
so we ordered this couch thinking it would be the exact same color and material as before, especially since it's a modular sofa we did not expect a change in color... we were sadly mistaken..
it came on more of a grey drained of all life, kinda green color and the material was not the same, it seemed worse then before...
when taking one of the cushions out of the box we moved it on to the ground and the fabric fuzzed up as if we were rubbing it on the ground a lot.. not impressed for the longevity of the fabric..
On the good side the cushions seemed nicer than the ones before... but who's to say at the end of the day, how it would hold up.
After taking it out seeing the color and feeling the fabric for one cushion we immediately put it back and began the return process..
Which was not simple, you send a message to them, wait for them to respond, they send you to work with a separate company to pick it up, you then go back and forth with them and after all of that from initiating the return, the whole process took a little over 3 weeks to get the a return back...and cost us $210 to return it which sucked because like I said if I knew the fabric was different then three years ago; both in texture and color I would have never even wanted to waste my money on it in the first place...
it's a modular couch which means people will go back to purchase additional pieces to there couch I'm sure they would be very upset to know it's a completely different color.
Anyways after spending $1486 for the couch, we got back $1275... spending $210 on return fees, and over 3 weeks waiting for the money to get back into our account. All because of false advertising...
I also noticed we spent the same price for this couch 3 years ago... with the economy it should be more expensive to adjust for the inflation, which to be honest I would been happy to pay for the higher price, if it came with at least the same quality as the last sofa..
instead we went without a sofa for over three weeks and eventually found one we loved that was $2,300... and I mention that to say that we would have been more then happy to pay for the inflated prices based off the natural inflation of the economy if the quality was just as good as the first time we bought it 3 years ago...
But unfortunately the quality has gone down, the prices stayed low and now I know why... let is be a warning for those interested
And lastly we were trying to figure out what changed in the last three years to cause such a difference in quality… well the company was bought by a much larger corporation Havenly which is probably why.
I wish I could add pictures for further proof but hopefully this is enough information to help guide your decision process
Oh and another thing I submitted this exact same review on their website, with pictures. I went back to see where it was… no where to be found so they obviously don’t have very honorable reviews on there website…
Reply from Burrow2026-04-27
Hi Kathryn,
Thank you for taking the time to share such detailed feedback. We’re really sorry to hear this second experience didn’t live up to the first, and we can definitely understand how disappointing it must have been to receive cushion covers that were so seemingly different than the original ones.
We also recognize how frustrating the return process felt, particularly after already investing both time and money into finding the right fit again, and your feedback around fabric consistency, product expectations for modular pieces, and the return experience has been shared with our team. These are important concerns, especially for customers who may return to purchase additional pieces over time, 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]!
We also wanted to clarify that we do not alter or hide reviews on our website. We’re sorry if your review wasn’t visible when you checked back, but we appreciate you taking the time to share your experience!
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