Accepting unfulfillable orders
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.