Review Time
The couch came three months late and we’re still waiting on pieces. Tried calling, emailing, and texting all avenues of communication and heard nothing back for weeks. Eventually contacted the parent company and got tracking numbers. When we mentioned the total lack of customer service, we were met with less than a $100 refund. Still waiting on parts and the tracking numbers provided don’t work. Way too expensive for the frustration from the process.
Purchased: Range 4 Piece TLDR: communication is bad with response times ranging 48-72hrs and no communication if your order is delayed. Seems like they’re having difficulties with production/shipping but product is nice once you get it.Details: we ordered our couch in August with an estimated delivery 5 to 7 weeks from purchase date. Our order sat at confirmed for seven weeks before we reached out asking what was going on with our order. Human contact with anyone that works at Burrow takes 24 to 72 hours. We got a email that the company supposedly had a “delay in a part” and it would be an additional 3 weeks. True to their word, the couch shipped 3 weeks later. The pieces of couch arrived before the legs or instruction manual AND the UPS tracking number to the legs/instruction manual was not associated with our order and the stupid AI robot that they use for customer service couldn’t help us. For 2 days we weren’t sure if we were getting legs or instructions but they luckily arrived at our doorstep unexpectedly.Without the instruction manual, I was able to put the couch together as it is pretty straightforward. Some of the pre-drilled holes are a little wonky, but nothing was too bad on our couch.The couch itself is made of quality materials. The fabric seems nice and durable. gorgeous mid-century modern design.Had to rate it a three due to our experience. Gave feedback to the company, hopefully they improve.
The chair is fine, but dealing with Burrow has been a nightmare. First, we got an ottoman with scratched and missing legs. Fixed that. Then they said the chair would arrive late December. It came yesterday, with an additional seat and another ottoman. Now I need to deal with that, not looking forward to it. DO NOT BUY FROM BURROW.
We bought the Vesper Leather Lounge chair two years ago. When we cleaned it off with a damp rag, the finish was entirely removed! I didn't know leather came with a textured finish, but I do know that it should look the same after wiping with a damp cloth. Made the mistake of ordering a leather couch from them- fingers crossed it doesn't happen again- but the couch arrived in two parts with no indication as to when either package would arrive. And it was missing 4 legs!! Emailed a few days ago and have heard nothing.
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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.
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