ComplaintsforBurrow, Inc.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a sofa module from Burrow on July 27, 2023 (Order #******) and over 6 months later, still have not received my order. When I ordered, it said it would ship to me between August 1 - 15 of 2023 (it is now almost February in **** and I still have nothing). There has been zero proactive communication from the company. Every month or two, I reach out to them asking where my order is. When they respond, I am told that it was delayed because of a manufacturing issue but should be shipping soon. Then I hear absolutely nothing from them until I reach out again. Based on a ton of other customer comments I've seen on social media, this seems to be a widespread issue where Burrow is not fulfilling orders that people have paid for. Meanwhile, I am getting nearly daily promotional emails and ads from them about their products, so they are clearly still selling things while not fulfilling orders that were paid for months ago. I would normally just want a full refund and to cancel the order; however, the whole point of this company is that they offer module furniture that you can build upon. I already spent over $1,000 on a love seat from them and this new module is to extend it to a full couch. If I don't get the module, the love seat will be useless and I'll have to get rid of that and spend thousands more on a whole new couch which I'd like to avoid. Any help you can provide in getting Burrow to fulfill its orders from last year would be greatly appreciated. If they have no intention of fulfilling these orders, they should tell their customers that and stop taking people's money on new orders.

  Business response

  02/09/2024

  Dear *******,
  
  Thank you for reaching out to us regarding your recent order #******.
  
  We sincerely apologize for any inconvenience caused by the delay and the missing legs in your order. We understand the frustration and disappointment this may have caused you.
  
  We are pleased to inform you that your order arrived on February 4th. 
  However, we deeply regret the oversight regarding the missing legs. Rest assured, we have entered a request for these to be shipped to you today, February 9th.
  
  Your patience and understanding during this time are greatly appreciated. Should you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  Thank you for your continued support and understanding.
  
  Best regards,
  The Burrow Team

  Customer response

  02/16/2024

  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

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/24/23, I purchased the Nomad King ********* with Ottoman, the Nomad Armchair and ************ Table from the Burrow website (Order #******). The coffee table was delivered in a timely manner. The remainder of the order was delayed 5 times from the original delivery timeframe of 11/29/23 thru 12/06/23 as follows: 1st on 12/22/23, 2nd on 01/08/24, 3rd on 01/11/24, 4th on 01/12/24 and 5th on 01/13/24. On 01/12/24 and upon opening the box containing the chaise base, I discovered that it wasnt fully wrapped with the inner fabric and a silica packet broke and coated the piece with silica gel dust. On 01-13-24, the 6 boxes came off the ***** truck wet. The delivery person took his required picture showing the wet boxes before departing. I opened the boxes and observed the fabric and cushions were soaked. I emailed Burrow Support on 01-13-24 and again on 01-20-24 with no response back from them. On 01-19-24, I called two phone numbers including ************** and ************** and both numbers have been disconnected. This company deceptively took my money on 11-24-23, delivered damaged products and has failed to make any communication or correct this ordeal. I have alerted my credit card on this matter. All of the items are in their original boxes. I'd like them picked up at no charge to me because I've been inconvenienced enough and my money refunded.

  Business response

  02/02/2024

  Hi ****,
  
  First and foremost, please accept our sincerest apologies for the inconvenience and frustration you've experienced with the delayed delivery and damaged items. This falls far below the level of service we strive to provide, and we understand how disappointing this situation has been for you.
  
  Upon reviewing your order details, we see that the shipping delays and damages to your items are completely unacceptable. Please rest assured that we take these matters very seriously and are actively investigating the issues with our shipping partners to prevent similar incidents in the future.
  
  According to our records, you should have received prepaid shipping labels via email on January 29th, and the pickup was scheduled for January 31st. The pickup was successful, and you were refunded the full $2,914.47 for your order on February 1st, which includes waiving all usual return fees. 
  
  Again, we sincerely apologize for the inconvenience and frustration you've experienced. Please feel free to reach out to ********************************** should you need anything else.
  
  Warm regards,
  The Burrow Team

  Customer response

  02/05/2024

  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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa, an ottoman, a sleeping kit + side cushions from Burrow on Nov 24.The website indicated all would be shipped within 4 to 6 weeks. It has been now 9 weeks and still no sign of my sofa and not clear information.I only received so far the side cushions. The rest has been postponed already three times. I have had sketchy emails and no real information apart from telling me of supply issues! But this is not what they said when I purchased the items. The Burrows website still says that it takes 4-6 weeks which is a lie if they indeed have the unspecified "supply problems" they are indicating in their email! I trusted a US-based company. But they are fraudsters who care nothing about their customers. They claim to sell at conditions they obviously are not able to fulfill. Yet they have taken my money and are still taking money from customers who have no idea that they are been defrauded. Their customer service is pathetic. It is very difficult to find a number to ring and speak to a real person. When I have tried and eventually got to speak to someone they were completely incompetent. They knew nothing about their system and could not reassure me that I was talking with a responsible business. I cannot believe this is so bad. I spent $ ******** in November 2023 and I still have no idea when my sofa will arrive! As indicated if I had known I would have NOT made the purchase. They have no social media and all the reviews are positive but since they claim they have supply issues I cannot believe that this is the case as hundreds would be in the same situation I am in! Please can you help? This is so infuriating because we paid thousands of dollars and we purchased the items believing Burrow was a reputable business. I do not have a sofa in my living room as I got rid of my old one already as the new one was (supposedly) on its way, therefore I cannot use my sitting room at all! This is creating a lot of discomfort for me and my family.

  Business response

  02/05/2024

  Hi *******,
  
  We sincerely apologize for the frustration and inconvenience you've experienced regarding your recent purchase from us. We understand the importance of timely delivery and clear communication and regret falling short of your expectations.
  
  After reviewing your order details, we're pleased to inform you that a $100 refund has been processed for the delay you've encountered. Furthermore, we'd like to provide you with updated shipping information for the remaining items in your order:
  
  - The Nomad Velvet Ottoman is scheduled to dispatch on or before the week of February 16th.
  - The Nomad Velvet Sofa with Chaise is scheduled to dispatch on or before the week of February 23rd.
  
  Please rest assured that we are actively working to resolve any supply chain issues and improve our communication processes to prevent similar occurrences in the future. If you have any further questions or concerns, please don't hesitate to reach out to our customer service team at ************************************************************. 
  
  Once again, we apologize for any inconvenience this situation may have caused, and we appreciate your patience and understanding.
  
  Best,
  The Burrow Team

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a rug runner from Borrow for Christmas and it didnt fit in the hallway.On Jan 2 I sent an email to burrow and wanted returned. No answer,so on the 4 and 5 I sent more emails and also sent a text on the fifth. They did respond to my text I filled out the required form, they waived the picture request because it was in the original packaging and was told we would get paperwork to return product.sent numerous emails and texts no response. Meanwhile Fed Ex stopped by three times to pick up package.Still waiting for shipping label .

  Business response

  01/31/2024

  Hi *****,
  
  Thanks for reaching out with this feedback!
  
  Our records indicate that your return request has already been processed, and the return documentation was sent to you via email on January 12th and again on January 23rd. If you haven't already, could you please check your spam or junk folder to ensure that the emails didn't get filtered there accidentally?
  
  If you require any further assistance or if there's anything else we can do to expedite the return process for you, please don't hesitate to reach out to us at *********************************** We're here to help and ensure a smooth resolution to this matter.
  
  Thank you for your patience and understanding.
  
  Best,
  The Burrow Team

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from Burrow on 9/12/23. The sofa had a ***** week shipping date making the delivery window from 12/20/23 to 1/03/24.On 1/4/24, I hadnt received the sofa or any correspondence from burrow and I emailed them for an update. They responded on 1/6/24 with Our fulfillment centers are currently experiencing labor shortages and because of this, it is taking longer than anticipated to get your order out the door. I've gone ahead and reached out to our Operations team to see if I can get an update from our manufacturer on your order status.We cannot apologize enough for the additional and unforeseen delay! As soon as we hear back from them, I'll send you an update as soon as possible.I followed up on 1/9/24 and 1/12/24 asking for someone to contact me to discuss a solution.

  Business response

  01/29/2024

  Hi *****,
  
  Thank you so much for reaching out to us about your recent purchase. We truly appreciate your patience and understanding as we work through these delays. 
  
  We completely understand how frustrating it can be to eagerly await the arrival of your new sofa, only to encounter unexpected hiccups along the way. Rest assured, your satisfaction is our top priority, and we're actively tackling the situation to get everything back on track as swiftly as possible.
  
  Upon checking your file, I see that one of our agents got in touch with you on January 14th and has been assisting with your order ever since. And your sofa was successfully delivered on January 23rd.
  
  If there's anything else you need, our team is here and ready to help. Just drop us a line at *********************************** and we'll jump right in to make sure everything is perfect for you.
  
  Thanks once again for your understanding and patience. 
  
  Best,
  The Burrow Team

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sept 9, 2023. Order number ******, Price of product ***** dollars in total. I am missing an item I order in Sept, 23 and the product is defective/faulty. The legs of my couch is wobbly. I attempted to get customer service to correct this problem to no available. There isn't a number to reach customer service, you can only text or send an email. I've seen multiple complaints regarding this on their Instagram page. My couch is on the floor unusable for safety reason. Please help me get a resolution with this company to get my missing items and to a point where I can sit on my couch.

  Business response

  01/29/2024

  Hi ****,
  
  Thanks for reaching out and giving us the chance to make things right. We truly apologize for any inconvenience you've faced.
  
  Upon checking your file, we see our team has been assisting you since January 9th, and they've already arranged a replacement ottoman for you. Currently, they're trying to assess how many other replacements you may need.
  
  Feel free to reach out to us at ********************************** if you have any questions or need further assistance. 
  
  Thanks for your patience and understanding as we work to resolve this for you!
  
  Warm regards,
  The Burrow Team

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Nomad Leather 4-Seat Corner Sectional on Fri Nov 10 2023, which was delivered end of December 2023, for $3515.58. The quality of the sofa was clearly questionable as it was put together, and within days it was clear we would have to return this piece of furniture, as is not at all what you would expect in a new piece of furniture, especially at this price point. I contacted Burrow both on their website and several times by email, starting December 28th, then December 29th, January 4th, January 8th and January 10th. They responded initially by saying they are happy to help me with the return, and to fill out the return form and send photos, which I have done 4 times. They have completely ignored the return request and have not provided any help, information, return labels etc. They keep asking for photos, I send photos, and again, no response. So do not buy anything from this company, they do not live up to their return policy or warranties, and their customer service has been a nightmare, I cannot even sleep because I have spent over $3500 on a piece of furniture we cannot use and will never use. I have done everything by the book in my communications and timing and responding to their "requests for info" and asking for photos. I send photos, answer question, then they ask again for photos and the same questions, then I do not hear from them and cannot reach anyone by phone. I want Burrow to provide me with instructions and arrange pick and return of this sofa and I want a full refund.

  Business response

  01/24/2024

  Hi *****,
  
  We sincerely apologize for the inconvenience you've faced regarding the return of your Nomad Leather 4-Seat Corner Sectional.
  
  A return was set up on January 11th and scheduled with the carrier on January 15th. The pickup has since been completed today, January 24th. As such, your return is in the queue to be refunded.
  
  Unfortunately, it appears that a refund cannot be processed at this time. We noticed that a dispute has been filed with Affirm, which has restricted our ability to proceed with the refund. To expedite resolution, we recommend contacting our team at **********************************.
  
  Once the dispute with Affirm is resolved, we assure you that we will promptly process your refund. We understand the frustration this may cause and appreciate your patience during this process.
  
  If you have any further questions or concerns, please feel free to reach out to our customer service team. We are committed to resolving this issue to your satisfaction.
  
  Thank you for your understanding.
  
  Best,
  The Burrow Team

  Customer response

  02/07/2024

  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'm forwarding to you our communications with Burrow regarding Order #the return and refund that we have not received yet, and Burrow states that they are not able to process the return until I close the dispute we filed with Affirm.  Please advise.
  
   
  ***** ************* 

   

   

   

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

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

  Business response

  02/15/2024

  Hi ******
  We wanted to inform you that upon reviewing your account, it appears that your return has been successfully processed, and the refund has been issued back to Affirm.
  
  Please note that there was a 20% return fee applied to your refund as the items were returned without their original packaging. For further details regarding our returns policy, you can refer to Burrow.com/returns.
  
  Additionally, any additional interest charges incurred at the time of purchase would need to be addressed directly with Affirm.
  
  If you have any questions or require further assistance, please don't hesitate to reach out. We're here to help.
  
  Best,
  The Burrow Team

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the Vesper chair and ottoman on December 21, 2023 (order ******) and received them the following week. There are no issues with the chair, but there are several chips in the wood of the ottoman. I emailed on December 31, 2023 and sent a text on January 4, ****. After no response, I began the return process (which requires Burrow to contact you to complete the process), and there has still been no communication.

  Customer response

  01/12/2024

  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

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received an email on 12/29/2023 from Burrow stating our order would be delayed and if we wanted to cancel to email *********************************** We emailed ********************************** on 12/29/2023 requesting a cancellation as we are now moving and the items may not make it before we move. We received an automated reply back from Burrow on 12/29/2023 stating we would hear back in 24 to 48 hours and then a refund would be given to us "ASAP." We have heard nothing. We have not emailed again as the automated reply says emailing again puts you at the back of the queue. We did send a text to a support number on 1/5/2024 and again received an automated reply asking for further information, which we provided, but we have not heard anything back. This is time sensitive because we don't want the items to ship and arrive here after we move. And we'd like our money back as they stated in their email to us.

  Customer response

  01/11/2024

  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.  I received an email the day after I submitted my complaint and have a refund in process.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction: December 29, 2023 Order #****** Problem: Before ordering the leather couch, Burrow's website stated that it would be shipped at the end of February ****. Once my order went through, my estimated shipping date became April 5, ****. Furthermore, after I researched the couch and company more diligently, I learned that Burrow is well known to lead the consumer on about shipping dates for months on end, and the quality of the leather/couch materials are sub-par. Due to the new and dismal information, coupled with the falsifying of shipping dates, I elected to cancel my order on 1/1/24. According to Burrow's cancellation policy, a consumer may cancel and receive a full refund any time prior to the shipping label being created. Obviously, a shipping label has not been created, since the estimated shipping date is in April. I received an automated response from my request for cancellation, that Burrow would follow-up within ***** hours. So far, seven full days later, I have not received any further information or correspondence from Burrow. My biggest issue is that I charged just shy of $4000 on my credit card for something I do not want, yet I will either be paying 18% interest on it until the return is complete, or I will pay off $4K on my credit card to avoid the interest, but have no way to retrieve my $4K after it is paid. I am hoping to receive my refund before the next payment cycle and avoid any extra charges. I followed the company's cancellation policy and I should be refunded ASAP. I have also texted Burrow and received the same automated response.

  Customer response

  01/12/2024

  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,
  
  *********************************
  
  
  
   
  
  

*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. ↩