The worst customer service for this price point
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.