Burrow Reviews 

I never received the ottoman that was in my order. Not once did customer service reach out to me. After 8 months of chasing you guys I finally gave up, it’s too bad cause I like your product but I don’t think I can ever order from burrow again, you obviously don’t care about your customers or at least this one.

Span modular sleep sofa, charcoal fabric—a six-month misadventure to finally arrive at a spectacular, almost perfect design piece for my too-small living room. The sofa is everything I wanted it to be—comfortable to sit on, better than the traditional pull-out sofa bed to sleep on, and a look of sophistication, good design, and precision engineering. I ordered the sofa at their NYC brick-and-mortar store—I'd been trolling it for months, wanted to touch, sit, lie down—early July—Burrow overcharged me $500+. No refunds, but a store credit and a Russet ottoman (that's another story). A wiser woman would have known then: cut your losses . Get a refund. I didn't, and until 5 months later, with enough tears to warrant a Hallmark special, and back and forth with Havenly, Burrow's parent, customer experience bots,a few, maybe real people, I was promised my couch and ottoman for mid-November. I promised small claims court if it didn't arrive. And arrive, it did. Unannounced, untrackable, and like the Russett ottoman, delivered 3 weeks early, also unannounced, in a box that had been opened multiple times and haphazardly taped, and guaranteed to arrive with the couch. Instead, on October 27th. Six boxes arrived. The seventh, crucial box with the directions, didn't. My expensive furniture assembler who opened all the boxes noted the missing shipment--we called the store--the only live phone number--"Oh, you're missing the arms? I'll alert them, and they'll be in touch in 48 hours." And miraculously, I got a notification from USPS, not UPS, which had been the carrier for the six, that I could expect a shipment Monday. The pretty photos on the website show a delivery service bringing in manageable boxes, they aren't, and unpacked and stacked, they were like a fortification barricading 2/3 of the living room. My assembler, the amazing Rod, whipped out the directions, took a look, laughed at the no tools--asked me if I really wanted to pay him for twisting and joining pieces by hand, a time-consuming exercise, and went to work, drill in hand—2 hours later we had a stunning couch and a realization that this is not like assembling your child's Christmas bike, no matter what Burrow's misleading directions. But I learned that misleading, obfuscating, and confusing are built into Burrow's corporate DNA. Fair enough, they did give me a small payback for the delays, and I'm convinced the bots/live customer experience people know very little about production and fulfillment operations. They may have been as frustrated as I was. Bottom line: the sofa was exactly what I wanted and hoped for, but Burrow and its parent, Heavenly, were not. Too bad, in a zero-sum game, no one is a winner

I was given a gift code over the phone and it never came.

The bolsters are gorgeous, but I wish I'd been told that the new Nomad sectional is a very different measurement than the Nomad sectional I bought in 2023, because the bolster I just bought are too long for the "less deep" 2023 Nomad. So now I have two bolsters that hang off my Nomad sectional.

Delivery time was ridiculous. Bench didn’t arrive until 3 months after ordering.

I ordered furniture in April 2026 and it was never delivered.

Over promised on delivery timeline - understandable, things happen. But Burrow/Havenly's customer service is designed to provide zero help while brushing you off. Despite repeated attempts to contact them, I never once received any information about shipping or delivery until after all of my packages were delivered. Then suddenly Burrow was able to respond with the tracking numbers for each box.

Delivered when they said. The quality of the furniture is outstanding . We’ve had so many compliments about it

Deceptive, advertise product is immediately available to ship (warehouse sale!) after purchase learn product is available 9-11 weeks out. After waiting 13 weeks, reached out to website bot - product now would not be available for another 13 weeks !! Expected new furniture well ahead of holidays, ended up cancelling and am waiting for a refund.

The couch we bought is so BAD. All the legs are bending. The fabric is all piling and it's been only 5-6 months.

Packaged very well with lots of padding. Easy to assemble with instructions. Feels well built. Pieces connect easily, no wobbling or loose pieces. Looks great, and the pictures are accurate. Since the top shelf is designed for a sound bar, would be nice if it didn't have the support piece protruding so far out; that would help place a larger center speaker on the top shelf. Overall good value. Would buy again.

Great and easy to use site for purchasing. Love the product and quality

Burrow’s advertising is deeply misleading and reflects a disappointing lack of transparency. Stating on their website that an item is “ready to ship in as little as a week” while the actual delivery they communicated via email takes 12 weeks is unacceptable. Customers deserve honest, accurate information, not wording that creates false expectations.

This is more than poor communication; it can reasonably be perceived as deceptive advertising. Burrow needs to take responsibility, provide realistic shipping timelines, and stop using misleading language to attract customers. This kind of business practice undermines customer trust and damages the company’s credibility. Customers deserve better.

The response with email was awesome

id give zero stars if possible. Ordered four chairs, received two, never got a single response after calling and emailing burrows customer support for months.

Over Two Months of Waiting, Broken Delivery Promises, and Terrible Customer Service

I ordered an Opera Tall media console from Burrow in late August 2026. After waiting several weeks without receiving my furniture, I had to contact the company multiple times to inquire about the status of my order.

In early October, Burrow emailed me stating that my media console would be delivered during the October 14–22 timeframe. I relied on that representation and continued waiting.

The delivery window came and went without the furniture arriving. Burrow did not proactively inform me that there was a problem. I had to contact the company yet again to find out what was happening.

Today, more than two months after placing my order, I received an email informing me that the media console was out of stock and that I would be receiving a refund.

This is completely unacceptable customer service. How does a furniture company accept an order, keep a customer waiting for two months, provide a specific delivery window, and then announce that the product is unavailable?

What is particularly frustrating is the complete lack of proactive communication. At every stage, I was the one who had to follow up.

A refund does not compensate for two months of wasted time, broken delivery expectations, and the inconvenience of having to start shopping for furniture all over again.

I cannot speak to the quality of Burrow's furniture because I never received it. But based on my experience with its order fulfillment and customer service, I would strongly caution anyone considering purchasing from this company.

They delivered an entertainment center to the wrong address.

Our couch delivery was delayed by 4-6 months and there was never proactive updates or communication on the status, I always had to reach out. When I inquired about cancelling the order, I was told that the order could ship at any time and may not be able to be cancelled, which made it feel risky to cancel and order a different couch. Product wise, the couch is fine but nothing special.

We are loving our outdoor couch. Easy to put together and very comfortable