ComplaintsforBurrow, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a Range sofa from Burrow after visiting a showroom. The product we received does not have even stuffing, has legs that float off the ground with no way to shim or adjust and is an unattractive product. Im very disappointed and am reading reports from other customers that returning the product is a hassle. I hope that doesnt happen to us when we initiate our return.

  Business response

  07/15/2024

  Hi *******,
  
  Thank you so much for reaching out and bringing this to our attention.
  
  We'd be happy to assist you with these issues. However, with the information provided, we were unable to locate your order. Could you kindly respond to this message or email us at *********************************** We are eager to resolve this for you as quickly as possible.
  
  In the meantime, it seems that the back cushion inserts might not have been installed. These should be inserted into the back panels. If you did not receive them, please contact our support team via email, and we will ensure they are sent out to you promptly.
  
  Additionally, please note that the legs of the Range Collection may sit unevenly if installed incorrectly. Make sure the bubble side of the plate is facing the floor. Using the sofa with the plates installed incorrectly can cause permanent damage to the legs, which may require a full leg replacement.
  
  Finally, if you prefer to return your sofa, please contact our support team within 30 days of receiving your order, and they can start the process for you.
  
  If you have any other questions or need further assistance, please don't hesitate to let us know!
  
  Best,  
  The Burrow Team

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my dissatisfaction with a recent purchase from Burrow, Inc. On May 30th, 2024, I ordered the Range 4-Piece Sectional from your website (***********************************). Prior to purchasing, I visited the showroom located at ****************************************************************************, to ensure the quality of your products. The showroom display and the website images portrayed a high-quality product, which influenced my decision to make the purchase.Upon receipt of the furniture, I encountered several issues that have prompted this complaint:Misrepresentation of Product: The sectional delivered to my home significantly differs in appearance and quality from the one displayed in your showroom and depicted on your website. This discrepancy is misleading and raises concerns about the accuracy of your product representations.Assembly Difficulties: Contrary to the expectations set by your promotional materials, the assembly process was not straightforward. The lack of clear instructions compounded the difficulty of assembly.Structural ***************assembly, the sectional exhibited multiple structural issues. There were noticeable gaps between the chaise and the couch, indicating alignment problems. Additionally, some of the legs were not properly securing to the floor, causing instability.Quality Concerns: The overall quality of the materials and construction is unsatisfactory and does not reflect the standard promised at the point of sale.These issues not only undermine the usability and aesthetic of the furniture but also suggest a broader concern regarding the integrity of your product descriptions and quality assurances. This experience is disappointing and falls short of the expectations set by your companys reputation.

  Business response

  06/13/2024

  Hi ****,
  
  Thank you for taking the time to leave this review.
  
  Were sorry to hear about the issues youve experienced and would love to assist you further.
  
  The Range Sofa is prone to gaps and floating legs if the sofa is assembled incorrectly, but this can be easily fixed. Please ensure the narrow panels are installed at each end of the sofa, with the wide panels in between. Additionally, please ensure that the leg plates are installed with the convex side outward. Failure to do so will cause the legs to sit too high up. (Weve attached an image below.)
  
  You can find our Range assembly instructions here: **************************************************
  
  If this doesn't solve your issues, we'd be happy to send any replacements required! Since you haven't contacted us for assistance, a Team Lead will email you shortly to help resolve the matter. If you wish to start a return instead, or have any other questions, please dont hesitate to contact us at **********************************. 
  
  We cant thank you enough for bringing this to our attention. Your feedback is invaluable in helping us improve our services.
  
  Best, 
  The Burrow Team

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm so disappointed in everything about my purchase with Burrow. I was so excited about my purchase and the investment in beautiful furniture but as soon as I started putting it together I realized it was all a disaster. For starters, you think the couch is custom made when you order it but we saw the materials and pieces had been put together months before I ordered. That felt disingenuous. When it came to assembly, the pieces in the couch I had were not even close to those of any assembly videos and they were irrelevant. They don't tell you each piece needs to be precisely lined up to the nanometer or you won't get anywhere. Instead of a "10 minute" set up process, it took 6 hours with 3 people. That is absolutely false advertising.When I finally got the couch set up, it started to lose its shape almost immediately. When I tried to leave a review on the website while I was logged in with the account attached to my order, I realized there was no way to actually leave a review, leaving me to believe the reviews available are fake and they're trying to dissuade anyone with a negative take from leaving a review.There are many questionable business practices here but the main being the false advertising of being able to easily set up their couches in 10 minutes.Webpage with false advertising claim: **********************************************************************************

  Business response

  05/24/2024

  Hi *******,
  
  Thank you for sharing your experience with your recent purchase from Burrow. We deeply regret that your excitement turned into disappointment and want to assure you that we understand how this can be frustrating.
  
  Firstly, we apologize for any confusion regarding our manufacturing process. While our furniture is handmade and modular, we do not claim that items are made-to-order. Our intention is to offer customers the flexibility to assemble their furniture in configurations that best suit their needs.
  
  Regarding the assembly process, we understand that your experience did not match the expectations set by our guidelines. We acknowledge that some customers may require more time and precision for assembly, and we apologize if this was not clearly communicated. 
  
  We also want to clarify that our reviews are managed by a third-party service called YotPo, which ensures authenticity. Customers receive an email from YotPo within two weeks of their expected order delivery to leave a review. Reviews are not left through customer accounts on our website. For those seeking a range of feedback, reviews can be sorted by star ratings at the bottom of any product page.
  
  We sincerely apologize for any inconvenience you faced in leaving a review and assembling the sofa. If you continue to experience issues with your sofa or need further assistance, please dont hesitate to contact us at *********************************** We are here to help and want to ensure that your concerns are addressed to your satisfaction.
  
  Best regards,  
  The Burrow Team

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business was to provide me with a pet friendly couch with non porous fibers The synthetic fiber won't absorb any spills or accidents. That is a lie. My pets have had accidents like throw up and leaking on the couch. The liquid has been absorbed my the couch so I have to wash the seats as best as I can. As for the frame, Sturdy precision milled frame prevents warping. The frames of my couch prevent the hardware from staying in place. They are now loose. As for the hardware. Strengthened steel pins & galvanized latchesThe latches have become loose and the pins do not stay in place. I got the couch from the Nomad collection. I had ordered back in October 2020 getting the couch in November/December. With the amount I spent, I wouldve expected these couches to last at LEAST 5 years. I contacted Burrow support. They emailed me One of our manufacturers, *********, unexpectedly went out of business and ceased all operations as of 8/8/2023. This manufacturer was responsible for all add-ons and replacements for our legacy Nomad Collection. Your Nomad is affected by this closure. This means we will not be able to support Add-ons or replacement pieces for your original Nomad Sofa. Due to this inconvenience, we have worked to come up with an upgrade program to help you bring home the most current model of your sofa.We are able to offer you a special upgrade order. On this order, we will be honoring 30% off a new sofa of your choice. This discount will apply to the regular purchase price of the item. They were able to give an extra 10% discount before I wrote this complaint, I bought this set in hopes of it lasting me for a long while. I do not have an extra 3K to buy a new couch. I need some sort of solution that doesnt require me to dish out thousands of dollars for something that I should not be complaining about this early in. It is not my fault that manufacture no longer works for them. Us as clients should not suffer because of that incident.

  Business response

  05/22/2024

  Hi *********,
  
  We understand how frustrating it must be for you to experience ongoing issues with your Nomad sofa, and were truly sorry for the inconvenience this has caused you.
  
  We recognize your concerns about the sofa's performance and the inconvenience caused by our previous manufacturer, *********, going out of business. Unfortunately, this situation means we can no longer provide add-ons or replacement parts for this collection as these particular items are no longer being manufactured, and we do not have the small parts available.
  
  Your sofa is almost 3 years outside the 1-year manufacturer's warranty, which would normally cover defects like this. However, as you noted, we have offered you a total discount of 40% on a new sofa of your choice. We understand this may not be the resolution you were hoping for, but we are limited in what we can offer due to the manufacturer's closure. Again, were sincerely sorry for the inconvenience this has caused you. 

  More information on our warranty and return policies can be found at ******************.
  
  Best regards,  
  The Burrow Team

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I feel that the company did not resolve my issue. Them adding an extra 10% off does me no good. For the price that they are selling their sets, I would’ve expected better from a premium company. Not to mention that these sets are not “pet friendly”.  I do not have the money to spend on another set. They did not inform previous owners of the Nomad stopping production therefore not being able to help with parts and such. Not once did I get an email from them regarding the stop of the production. In all honesty I just want a partial refund. I don’t foresee me ever buying anything from this company ever again.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ********  
   
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Nomad couch set in Nov '21. The company has not given me any opportunity to provide an online review for the product on their website. I reached out the company in Nov '23 again and the support team advised a review link would be sent to me but none was received.After 2 years of normal usage the product quality has been very disappointing and based on the large discrepancy between my product experience and the website reviews, I suspect the reviews are restricted to only favorable accounts or possibly fake.

  Business response

  05/10/2024

  Hi *******,
  
  Thank you for bringing this to our attention and for your patience. We apologize for any inconvenience you've experienced with the review process for your Nomad couch set.
  
  Weve flagged the engineering team and sent you a review link, as you requested. If you are still unable to locate the review link, please let us know at ********************************** so that we can assist you further.
  
  In the meantime, you can filter reviews on each product page by clicking 'ratings' and then sorting them by the number of stars rated. 
  
  Once again, we apologize for any frustration this has caused and appreciate your understanding.
  
  Best,
  The Burrow Team

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company continues to send me unwanted emails regarding their products. I've tried to unsubscribe several times to no avail. I've written the company, with no success. I receive, on average, an email a week at my company. Frankly, I don't even like/use any more the product I purchased. I've giving it to Good Will or a similar organization. I've included my email address (above) so they can reference it.

  Business response

  04/24/2024

  Hi ******,
  
  Thank you for bringing your concerns to our attention. We apologize for the inconvenience caused by the unwanted emails. It is not our intention to burden you with communications that are not of interest.
  
  Regarding your efforts to unsubscribe, we are investigating why this issue has persisted despite your attempts to opt-out. We are committed to respecting your preferences and will ensure that your email address is removed from our mailing list promptly.
  
  Please be aware that any future interactions with our support team might trigger a follow-up survey, which is automatically sent to gather feedback on the service provided. These surveys are critical for us to ensure we are continuously improving our customer service. If you choose not to email us further, you will not receive these surveys.
  
  If there are any further issues or if you receive another unsolicited email after this point, please contact us directly at *********************************** We are here to help and ensure that your experience moving forward is a positive one.
  
  Thank you again for your patience and for communicating your concerns. We value your feedback and are taking immediate action to address your complaint.
  
  Best,
  The Burrow Team

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this couch February 22,2023 and have been trying to get in contact with the company due to failed product description.They claim their couch is stain proof and can be spot cleaned however this couch has completely fallen apart over minimal use. I have tried their method over and over again and it just further ruins the couch. When I reach out, they say there is nothing they can do which is dissapointing because when I bought this couch he assured me i would never have an issue. The couch material also has pilling on it from the cleaning now. I expect replacement cushions and ottoman. Not to mention- the built in charger doesnt work and they told me they no longer have replacements for it. For a $3,000 couch this is the quality of a $200 couch.

  Business response

  02/23/2024

  Hi ******,
  
  Thank you for reaching out to us regarding your recent experience with your Nomad fabric sofa. We sincerely apologize for any inconvenience or disappointment you have faced.
  
  Upon reviewing your concerns, we understand your frustration regarding the product description and the performance of the sofa. ********* fabric sofas are indeed marketed as stain-resistant, and while customer stains are not typically covered by the 1-year manufacturer's warranty, we understand your dissatisfaction and want to make things right.
  
  In addition to the previous communication, we want to confirm that we have already provided you with a $150 refund for the inconvenience you experienced. 
  
  Furthermore, we would like to clarify that the warranty policy you quoted is not the 1-year manufacturer's warranty provided with each sofa. Instead, it appears to be the additional Mulberry warranty available for purchase. We do not have a purchase on file for you regarding this extended warranty. You can read more about both warranties at ******************
  
  Despite this, we remain committed to resolving your concerns to the best of our ability. We have requested a refund of an additional $375 as compensation for the inconvenience you have experienced. While we regret that we are unable to replace the seat cushions for you, we hope this gesture will help alleviate some of your frustration.
  
  Additionally, we are pleased to inform you that the individual USB chargers, which were previously out of stock, have now become available again. We would like to send you a replacement charger promptly. Could you please confirm your ****************** address with us at ********************************** so we can ensure it reaches you without delay?
  
  In addition to the compensation and replacement charger, we want to express our sincere commitment to your satisfaction as our valued customer. Your feedback is crucial to us, and we are continuously working to improve our products and services.
  
  Please feel free to reach out if you have any further questions or concerns. We are here to assist you every step of the way.
  
  Best,
  The Burrow Team

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This goes against everything they advertise and I feel I was falsely sold a couch under the promise that any stains would be covered and replaced. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the 'Nomad King ********* with Ottoman' on November 7, 2023.I paid $2,620.43 including tax.I got a notification on December 7, 2023 that said part of my order shipped, and it would ship in multiple shipments. One shipment made it to my house, one made it to my business, then a third back to my house...... after I requested from the beginning for the address to be changed. My delivery ended up missing 2 sets of legs and a plug-in connector. I was sent these items, minus a set of legs I never received. I have at least a dozen emails back and forth corresponding. I initiated the return process in their designated timeframe on January 18, ****. I was told on January 18, **** that FloorFound would reach out to me to pick up my couch for the return in 3-5 business days, and that my return process would be completed in 10 business days..... yet here we are. It is now February 6, ****, and I have texted 6 times and emailed now 4 times with NO response back. I was told that I would also receive a FULL refund on January 22, ****.

  Business response

  02/16/2024

  Hi ******,
  
  We sincerely apologize for the inconvenience and frustration you've experienced with your order. It's clear that the process has not met the standards we strive to uphold, and for that, we are deeply sorry.
  
  Upon reviewing your case, we acknowledge that there were delays in our response due to issues with the freight company and a backlog of cases. While this doesn't excuse the lack of communication, we want to provide context for the situation.
  
  We're pleased to inform you that your order has been fully refunded, with all associated fees waived. The refund should be reflected in your account shortly if it hasnt already. If you have any further inquiries or require assistance, please do not hesitate to contact us.
  
  Thank you for your patience and understanding as we worked to resolve this matter.
  
  Best,
  The Burrow Team

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a replacement set of arms from Burrow on January 7. We received them on January 12.On January 14 we attempted to install the replacement arms. However, after several installation attempts, we realized that the replacement arms were defective. The latch on the side did not line up and could not connect while latching the two other latches. Photos are attached and were provided to Burrow.Burrow suggested this was our fault because we ordered replacements from their website and not their sales team. However, there were no warnings or suggestions on the Burrow website to suggest that these arms would not be compatible and, conversely, said that these arms would match Nomad couches purchased after 2019. We purchased the original couch in 2020. We notified Burrow of the defective product by text and email on January 14. After some back and forth, Burrow suggested that a return was possible, but only with the original packaging. This is not a fair solution for several reasons: (1) We had no reason to expect that the product would be defective and would need to preserve packaging; (2) Retaining the very large packaging in reusable form would be very difficult even if we had notice to try to maintain it; (3) Return shipping for such a large item would be difficult and expensive; (4) This issue is through no fault of our own.The last correspondence we received was on Tuesday January 30 confirming that we completed a survey about the return. We have not received any further communications about how to submit a return or if a return is possible without the original packaging. No offer of a replacement arm has been offered. This has been an awful experience. The product was defective. The advertising was false. Burrow offers no customer service help telephone line in which anyone will answer the phone and talk to us. The texts are automated and replies are days later. It has been several weeks and there is still no resolution. BBB--please help.

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  More specifically, Burrow has issued a full refund for the defective product without requiring a return as evidenced by the attached email. Moreover, the full amount of the refund appeared in my bank account this morning. Thank you for your prompt response to this complaint. 

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Nomad sectional that was delivered in multiple shipments in the last week of Nov 2023. The cushion materials were scratchy, left gaps between the seats and were uncomfortable. Gave it some time to adjust. The couch became so uncomfortable to sit on that it was painful to hips and neck for all adults in the house. On Wednesday January 31, ****, I reached out to inquire about options for returning the couch. Did not receive a response until Sunday February 4. I was *****ed to give it more time and told it could take months to break in. It was already 2 months into ownership and to be told to give it more time and that their product could take upwards of 4+ months to be comfortable to sit on was not acceptable. I pointed out the materials were scratchy and irritating to the skin and that the seat cushions left gaps. I was asked to send pictures to evaluate the returnability of my sofa, attached. I was told the reason my return request was denied was because I was outside the 30 day window. The reps ***** you to give it more time to push you outside the 30 day window and then decline your return request. I asked for at least a partial refund and was denied. I'm out over 2 grand on a couch I have to replace because it's physically painful to sit on.

  Business response

  02/16/2024

  Hi ******,
  
  Thank you for reaching out to us regarding your recent purchase of a Nomad sectional. We sincerely apologize for any discomfort or inconvenience you've experienced with the product.
  
  We understand your concerns about the cushion materials and the discomfort caused by the gaps between the seats. Your feedback is extremely valuable to us, and we take it seriously.
  
  After reviewing your case, we see that your order was delivered in full by November 25th, 2023, thus beginning your return period that ended on December 25th. Your inquiry was received on January 31st, ****, outside of our 30-day return window. While we empathize with your situation, we regret to inform you that we are unable to process a return or offer a refund at this time.
  
  We acknowledge that the delay in our response was not ideal, and we're sorry for any frustration this may have caused. Our customer service team is committed to providing timely and helpful assistance, and we apologize for falling short of your expectations in this instance.
  
  Attached, you'll find our returns policy for your reference, which outlines our guidelines and procedures for returns. You can also find this information on our website at Burrow.com/returns.
  
  Once again, we apologize for any disappointment or inconvenience you've experienced, and we appreciate your understanding.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  The Burrow Team

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   As a business, how can you coach your customers to give your products months and months of time to "break in" and then hide behind a 30 day return window? I was very clear that your sofa was not just uncomfortable, it was painful to sit on. This was expressed by all adults who sat on it. This is exactly why you won't speak with anyone over the phone, because your practices are manipulative, deceptive and wrong. If your furniture products take upwards of 4+ months of consistent use, rearranging of seat cushions, back cushions, adding throw pillows and blankets, sitting on different sections of the sofa, etc. to make it comfortable enough to sit on without causing physical pain, then your return policy should mirror and reflect how long it takes, according to you, for your own product to be livable and usable. At 2 months in, your product was unbearable. That is 2 months more than any other sofa I have ever purchased in my entire life ever needed to become comfortable enough to simply sit on. A sofa should comfortable from DAY 1, not day 120 and beyond, especially considering your return window is only 30 days. By your own words and policies, you expect people to purchase your sofa for over two thousand dollars and endure an uncomfortable sofa, a painful experience, constant rearranging of cushions, adding extra throw pillows (that you don't provide as part of that cost, translating to additional expenses needed to make your product livable) and sitting on different cushions for over 120 days when you are only willing to allow a return within 30 days? And that is a reasonable ask? Endure discomfort, pain, extra cost in an attempt to make OUR product more comfortable for over 120 days so we can deny a return request for it being outside of 30 days? Your customer service reps that only communicate via scripted texts provide one solution, give it more time. No one will communicate via any other means outside of the scripted texts that refuse to help. I've already had to purchase another sofa and that sofa has been heavenly to sit on SINCE DAY 1. AS IT SHOULD BE. These are manipulative and deceptive business practices. if your product needs 120+ days to be comfortable enough to sit on, then your return policy should reflect that same amount of time. PERIOD. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩