Reviewers often praise Burrow for sturdy build quality and simple assembly. Many reviews also describe recurring shipping delays, missing parts, and customer support that is hard to reach. Several customers report long waits followed by failed refunds or cancellations. Others say deliveries arrived on time and that store teams or staff were helpful.
Examples from available reviews (Dec 2021 – Mar 2026).
Promised shipping windows missed; months-long delays despite marketing emails.
“Do not order from this company.”
Product is good quality and easy to assemble with clear instructions.
“Easy to assemble with clear instructions.”
Sectional arrived missing six legs; replacements delayed about four weeks.
“The sectional is beautiful but it is missing 6 legs.”
Long delays returning items and refund issues, including a $100 charge.
“Horrible service.”
Experiences split between helpful in-store staff and broader service problems. Many reviews mention support being unreachable, no phone option, slow refunds, and cancellations that do not go through. A smaller group describes quick help from staff and issues resolved successfully.
Positive value comments tie closely to how the products look and feel when they arrive intact. Direct complaints about price are uncommon. Negative value opinions mostly show up when shipping, returns, or refund issues reduce what customers can use or create extra costs.
Most reviewers say assembly is easy and the instructions are clear when everything arrives. Packaging often feels protective, though some call it excessive. A minority report missing instructions or parts that stop them from finishing the build.
Many customers describe the furniture as comfortable, sturdy, and well finished. Others report items arriving damaged, including stained fabric, broken fastener sockets, missing panels, and missing legs. Replacement parts sometimes show up only after delays of several weeks.
Communication issues come up repeatedly, especially items listed as "in stock" that still do not ship and a lack of tracking updates. Reviewers mention waits lasting months, wrong items delivered, and email-only contact that slows fixes. A smaller set reports clear communication early on and delivery windows that match what happens.
Reviews split between smooth ownership and drawn-out disputes after purchase. When delivery and support go well, people praise the fit, finish, and assembly. When logistics break down, reviewers describe long delays, missing parts, and refunds that never get resolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Products liked but repeated delivery mistakes and long delays occurred.
“delivery is abyssmal.”
Promised shipping windows missed; months-long delays despite marketing emails.
“Do not order from this company.”
Assembly easy; packaging excessive but protected items; shipping improved.
“Easy assembly.”
In-store service great; shipping slow and initially missing sectional corner.
“we realized we were missing the corner of our sectional.”
Poor communication, missing parts, and incorrect recliner base shipped.
“they sent us a recliner base instead of a corner base”
Long delays returning items and refund issues, including a $100 charge.
“Horrible service.”
Multiple shipping delays and missing components left household without furniture.
“there is no phone number to contact, only email”
In-stock item never shipped and customer service unreachable for cancellation.
“Never order with Burrow ever again.”
Item listed as in stock but hasn't shipped for over two months.
“Burrow stole my money.”
Products high quality and service responsive despite slow backorder shipping.
“Shipping/handling was slooooow.”
Order arrived quickly; easy assembly and comfortable, sturdy sofa.
“Putting the sofa together was the easiest thing I have ever had to put together.”
Long wait with poor communication; initially sofa arrived missing legs.
“When the sofa did arrive it was missing 4 legs.”
No phone support caused inability to resolve order issues promptly.
“No Phone Support a Disaster”
Product is good quality and easy to assemble with clear instructions.
“Easy to assemble with clear instructions.”
Ordered twice with great communication and early deliveries.
“Communication has been great.”
Good service and speedy delivery, but no assembly instructions included.
“no instructions were included in any of the 3 boxes I received.”
Order never shipped; repeated deadline misses and no phone support.
“It’s starting to feel less like a furniture company and more like a scam.”
Manufacturing defects prevented assembly and replacements remained faulty.
“one of the thumbscrew sockets was damaged”
Responsive staff and satisfactory products; would recommend and reorder.
“Have had this couch for two years and it still looks new.”
Dresser arrived incomplete, missing inner panels and four legs.
“Dresser arrived incomplete.”
Sectional arrived missing six legs; replacements delayed about four weeks.
“The sectional is beautiful but it is missing 6 legs.”
Shipping errors and poor communication caused order cancellation confusion.
“I initiated a charge-back from my Chase Bank Visa card”
Media console is beautiful, well-packaged, and easy to assemble.
“The opera media console is beautiful and easy to assemble.”
Staff was first-rate but product comfort and usability were lacking.
“Staff was generally first-rate.”
Delivery delays and unclear directions, but sofa fits and service was excellent.
“The delivery/ delay of the hardware was a problem”
Website promised quick shipping and simple assembly, but item required assembly and arrived late.
“In stock! Ships in 2-5 days.”
Wrong shipping address caused delays; fabric stained and assembly failed.
“Parts of the fabric were stained right out of the packaging”
Paid for 'in stock' item that still has no shipping date.
“in stock" item that the website said would ship in "5-7 days”
Large order faced radio silence and inability to cancel or get refund.
“I placed my order and heard nothing from the company.”
Couch marked ready to ship but never arrived and support was unresponsive.
“The same product still shows as "ready to ship" on your website”
Chair didn't ship within promised timeframe and customer service was unhelpful.
“Horrible customer service!”
Powder coat stained and discolored easily; not suitable for outdoor use.
“Powder coat is garbage.”
Ordered Sept 2 and still haven't received couch or helpful contact.
“I ordered a couch on September 2 and haven’t received my couch yet.”
No tracking updates and unresponsive customer service left me disappointed.
“I still haven’t received any tracking information about the shipment.”
Order delayed and refund was mishandled, insisting on sending refund to closed account.
“they still insist that they can't do anything else.”
Product quality exceeded expectations despite slightly slow shipping.
“Great product, actually even better finish than online.”
Shipment repeatedly delayed; now facing months-long wait.
“5 months wait is ridiculous!”
No replacement covers or rain protectors offered for outdoor furniture.
“Burrow does not offer replacement cushion covers or rain protectors for outdoor sofas.”
Bed frame arrived broken and required glue to make headboard usable.
“My Burrow Chorus bed frame arrived broken.”
Sofa's shipping info was incorrect, but support ultimately resolved delivery.
“Burrow marked the sofa as delivered, but has not created a shipping label to fulfill it”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Burrow is a direct-to-consumer furniture brand that designs and sells modular sofas, sectionals, bed frames, media consoles, and other home furnishings. Customers can order online, and the company also runs showrooms in select cities for in-person viewing. Many items ship as modular pieces meant for at-home assembly, with configurable fabric and finish choices. Burrow lists dimensions, materials, and care instructions on its website to help shoppers select and maintain products.