ComplaintsforBurrow, Inc.
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Complaint Details
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Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a cough from Burrow on August 17, 2021, with 2-3 week delivery. I paid them $1495 for the couch. They have refused to deliver the couch or contact *** to deliver my couch, and refused to respond with any information on if/when I will get my couch. Because one box (with just the couch legs) was delivered at the beginning of September, and a second box with just the middle seat of my couch was delivered one week later, they have marked the couch as "delivered" and ignored my requests for proof of shipment and accountability for delivery of the remaining two seats of my couch. They took my money and refuse to deliver my product. I have exhausted all means of using customer support via numerous emails and phone calls and they respond with automatic messages that do not address my issue at all.Customer response
10/31/2021
Better Business Bureau:
At this time, my complaint, ID ******** regarding Burrow, Inc. has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
******* *****Initial Complaint
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a couch from burrow 06/08/21. The product shipped 8 weeks later after I followed up a few times to get a status that alluded to no more information than "it is still on track but we are experiencing delays." When I received my product, a few of the boxes came damaged, and I sent a list after lutting the couch together of 11 issues with the product. It arrived stained, broken and damaged pieces, screws not aligning in the product, the overall dimensions are wrong and their representative **** said it will never be the right dimensions because it is wrong online (meaning a smaller couch by at least 3 inches specifically for the chaise portion). I was told to use a bleach solution to clean the fabric, in which all it did was bleach the fabric which now needs to be replaced. The replacements take 14 to 21 business days just to ship. They stated I had to keep the boxes to return unless I pay a 20% fee despite the 11+ and counting issues with the product. FALSE ADVERTISING.Initial Complaint
08/04/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a sofa on the Burrow website on Friday July 30 2021. I sent an email (as per their cancellation policy) to cancel the order on Monday August 2nd. I have received no response, but instead keep receiving emails confirming the order and telling me what to expect on delivery day. This is alarming as I canceled the order. I sent two more emails (in response to Burrow’s continued correspondence confirming my order after I had canceled it) informing Burrow that I have already canceled the order and please may they acknowledge my cancellation and update the status of my order to canceled. I have received no response from them. I tried calling their customer service number so as to speak to a representative, but it goes straight to voicemail. Their customer service is terrible. I will not be forced into purchasing an order I canceled. I need Burrow to respond to my email, confirm my cancellation, update my status and stop sending me emails about delivery. My order no is ******
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Customer Complaints Summary
77 total complaints in the last 3 years.
42 complaints closed in the last 12 months.