Customer ReviewsforBurrow, Inc.

My Nomad sofa was a problem within the first month of purchase. The chaise cushion showed a slight sag and was replaced by Burrow. Then it started to sag again. I am the only person who uses the couch and this should not happen. I should have followed up with Burrow but I just didnt have the energy. Now less than 2 years after purchase the sofa looks so bad Im embarrassed when guests visit. Burrows customer service says I can pay for another replacement cushion. Ummm I dont think so. Plus I cannot leave a review on their website which is now very suspicious to me. Do not purchase from Burrow. Great marketing. Great looking design. Horrible sofa.

Hi *****,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience with your Nomad sofa and understand your frustration with the sagging cushions.

We strive to provide high-quality products and excellent customer service, and it's disappointing to learn that we've fallen short in this instance. While your purchase is outside of our year-long manufacturer's warranty period, we regret any inconvenience this has caused you.

For further details on our warranty and return policies, visit Burrow.com/returns.

We value your feedback and will use it to improve our products and services.

Best,
The Burrow Team

We bought a burrow nomad couch - it was not super comfortable, but it was in our price range and seemed fairly sturdy and modular, so we kept it. We moved recently and the couch was going to be too large for our space, but we figured that we could reconfigure it into a couch and chair with an additional set of arms - that is supposed to be the entire point of modular furniture.I am always hesitant to buy online anything that can't be returned so I had checked their return policy which claims that you can return anything within 30 days. We purchased a $400 set of arms (absolutely rip off in terms of price for quality) and then realized that the new configuration would not work before even opening the boxes.When I tried to initiate a return, the customer service agent let me know that "add on" items were not eligible for returns (and directed me to a line hidden in their return policy after multiple misleading statements that you can return furniture in 30 days). Now, it is on me that I missed this one line of fine print, but their return policy is worded in a very misleading way, and now I am out more than $400 on furniture parts, not to mention the $2600 couch we bought precisely because it was modular and could be reconfigured. Stay far away from these crooks.

Hi *******,

Thank you for your feedback. We're sorry to hear that your experience with our modular furniture and return policy did not meet your expectations.

Unfortunately, our return policy states that individually purchased components or add-ons are not eligible for return, and we apologize if this information was not more prominently displayed. For future reference, you can find the return policy at Burrow.com/returns.

If there is anything else we can do to assist you, please reach out to us directly.

Best,
The Burrow Team

We ordered in 2021 before their current supplier was brought on. We received notice almost right away that part of our order could not be fulfilled (the legs we selected) and that they would send another color to be replaced later. This took several months. The sofa was very uncomfortable on arrival and did not hold up to cats the way the website advertised. After seeing them offer several Reddit users with negative reviews FREE SOFAS, I reached out and they said they "Couldn't locate my order number" despite me sending a literal screenshot of the email they sent with all the info they needed. Then I never heard back from them. This company is some kind of scam; I strongly recommend avoiding them. They have a new supplier in 2023/4 but the designs look the same--they don't hold up to regular use, they creak and are difficult to clean, and overall come in awful colors. Avoid it.

Hi *******,

Thank you for taking the time to provide feedback on our product!

Upon reviewing your case, it appears that one of our agents contacted you regarding your older model Nomad on April 5th, 2024. If you have difficulty finding this email, please let us know, and well reach back out.

Unfortunately, the manufacturer of our older Nomad models unexpectedly ceased operations as of 8/8/2023, which has affected our ability to provide add-ons or replacement cushions for our legacy Nomad Collection, including your Nomad sofa.

Regarding your inquiry about a ****** post mentioning free sofas, we are unable to comment without specific details about the offer in question. While we have been able to replace pieces on a case-by-case basis for customers whose orders are still covered by our one-year manufacturers warranty, we regret to inform you that your warranty expired in September of 2022.

In light of the inconvenience caused by the manufacturers closure, we are pleased to offer you a 40% discount on any new sofa purchase. Please note that this offer is valid for the next six months.

If you have any further questions or concerns, please do not hesitate to contact us at **********************************.

Best regards,
The Burrow Team

I am glad that I decided to get just an armchair to test it out worst piece of furniture Ive ever bought, especially for the $400 price tag. The seat is not deep enough, it looks cheap, the back cushion (its a nomad) refuses to lay properly and instead stays sticking out, and it is not comfortable at all. I am so glad that I didnt buy more than an armchair and I do not recommmend this furniture to anyone.

Hi ***,

Thank you for sharing your feedback with us regarding your experience with your Range seat. We're sorry to hear that it did not meet your expectations. Your feedback is invaluable to us as we strive to improve our products and services.

If you are experiencing issues with the armchair, we would be happy to assist you with a replacement. Your chair is covered under our manufacturers warranty until next year.

Please note that review links are provided by a third-party service approximately two weeks after the order's delivery. If you have not received this email, please reach out to us at *********************************** and we will request another review link to be sent to you.

Once again, we apologize for any inconvenience this may have caused and appreciate your feedback.

Best regards,
The Burrow Team

Worst costumer service I've ever experienced. No replies, no phone number to contact. Waited over 10 days for a pickup only to be refunded partially. AVOID AT ALL COSTS

We've had our Burrow sofa less than a year and there are already tears in two of the cushions. I reached out to customer service and they were impatient and unhelpful. I was told that the cushion was not covered by warranty, which makes no sense. Not even a one-year warranty! When I asked if I could at least purchase replacement covers so their product in my house didn't look so trashy I was told I need to by the whole seat. Wasteful. I don't think I would be so upset if the couch didn't cost over $3000. I will defininetly warn friends and family away from Burrow and their lackluster product and awful support.

Hi ****,

Thank you for taking the time to share your experience with us. We're very sorry to hear about the issues you've encountered with your Burrow sofa and our customer service. We understand how frustrating it can be when a product doesn't meet your expectations, especially one you've invested in.

Our 1-year manufacturer's warranty is designed to cover defects that occur during manufacturing or shipment. Unfortunately, it does not extend to customer damage.

Regarding the replacement cushions, we regret to inform you that the manufacturer of our individual cushions unexpectedly closed last August. This has affected our ability to provide individual cushion replacements and purchases. We apologize for any inconvenience this has caused. Currently, we can only offer replacements for entire seat modules.

For more information about our returns and warranty policies, please visit Burrow.com/returns.

Thank you again for your feedback. If you need anything else, please feel free to contact us at **********************************.

Best,
The Burrow Team

I purchased a furniture set almost a month ago and I still havent been able to receive the correct part despite taking pictures of the known manufacturer defect. **************** is slow to respond without addressing my concerns. The reviews on the website are misleading because I wasnt able to share my experience. I decided to ask for a return only to be hit with a fee despite receiving faulty products. I would caution on using them without reading their terms closely. It feels like a scam.

Hi ****,

Thank you for sharing your experience with us. We're truly sorry to hear about the difficulties you've encountered with your Nomad Sofa and our customer service. We understand how frustrating this situation must be for you.

It appears that the issues you're experiencing might be related to assembly rather than needing a replacement part. To assist you more effectively, could you please flip the sofa on its back and take a photo from straight on? Once you have the photo, please send it directly to ********************************** so we can better understand the issue and provide the necessary assistance.

We apologize for any inconvenience caused by our response times and for not addressing your concerns promptly. Your feedback is invaluable to us, and we're committed to improving our service.

Regarding the return fee, we want to ensure you receive a product that meets your expectations. If the product is confirmed to be faulty, we'd be happy to set up a return for you in accordance to Burrow's Return Policy. For more information about our return policies, please visit Burrow.com/returns.

Thank you for your patience and understanding. We hope to resolve this matter swiftly and restore your faith in Burrow.

Best,
The Burrow Team

My sofa is awful and customer service would not make good on a fix or return of cash. Cushions deflated after less than a year to point of guests complaining they can feel frame through cushion. Ive tried every year to get company to fix or refund and nothing. Never buy from them!

*********************,Thank you for taking the time to share your feedback with us. We truly value all forms of input as it helps us improve our products and services. We're sincerely sorry to hear about your experience with Burrow.Please know that we've taken your concerns seriously and have been diligently working to address any issues. Our team has implemented various adjustments, procedures, and quality checks to ensure that every Burrow product meets the highest standards of quality and durability. Our warranty policy on our website states "We stand by our furniture with a one-year warranty that covers defects in materials and workmanship, starting on the date of delivery. There are no fees to repair or replace an item that's covered by our warranty.For the warranty to be valid, you must be able to produce the original purchase confirmation email containing the order number and email address used to place the order. The one-year warranty is only valid on products purchased directly from Burrow or an authorized retailer. The warranty is voided if the product has been resold or re-gifted by the original owners/purchasers. Our one-year warranty covers all defective or damaged parts and manufacturing not related to consumer-caused damage or modification."We understand the importance of delivering top-notch products to our customers, and we're committed to continually improving our processes to uphold this standard. Your satisfaction is incredibly important to us, and we'd love the opportunity to make things right.If you have any further questions or concerns, please don't hesitate to reach out to our customer service team. We're here to assist you in any way we can.Thank you again for your valuable feedback.Warm ***************** Team Burrow

I bought a Range 4-Piece Sectional Lounger online directly from their website in September last year. I can confidently say this is the most expensive piece of trash I have ever owned. Please explain to me how something so cheap can be so expensive! Within the first few weeks of having received the couch, I reached out to them a few times due to poor quality of the structure of their couch. It only got worse from there. Although it is very simple to assemble, the couch is flimsy and unstable, and we have several occasions in which accidents almost happened. Furthermore, when vacuuming the couch, the fabric easily tore apart. Something so expensive should be able to withstand basic cleaning. I feel lied to and cannot understand how it seems that only reviews from the manufacturer's website can be found on ****** (at least that is what it seems). I myself have tried to write a review not only on ******, but logged in to my account on ********************** website and have not been able to. This should be illegal and I should be entitled to having my money back.

Dear ******,Thank you for taking the time to share your feedback regarding your recent experience with Burrow. We genuinely value all input, whether positive or negative, as it helps us continuously improve our products and services.We're truly sorry to hear about any issues you encountered, and we want you to know that your satisfaction is our top priority. I checked in with our support team and the last communication we have with you is the request for purchasing legs, we then have not heard a reply from your since. If you are having issues with your seating being defective - please email ********************************** for assistance. Since receiving your feedback, our team has diligently worked on implementing various adjustments, refining procedures, and enhancing our quality checks to ensure that every Burrow product meets the highest standards of excellence.We understand the importance of delivering top-notch products to our customers, and we're committed to earning back your trust. If there's anything specific you'd like to address or if you have any further concerns, please don't hesitate to reach out to us directly. We're here to assist you in any way we can.Once again, we appreciate your feedback and your continued support of Burrow.Warm ***************** Team Burrow