Reviews show a clear pattern: many customers report shipping delays, poor or slow communication, and problems with parts or damaged items. At the same time, a subset of buyers praise the product finish, packaging and responsive agents who resolved issues. If you consider buying, verify current ship times, tracking and refund procedures before purchase, inspect deliveries immediately, and document any damage or missing parts. These steps help reduce risk and speed any required resolution.
Examples from available reviews (Dec 2021 – Feb 2026).
Couch marked ready to ship but never arrived and support was unresponsive.
“The same product still shows as "ready to ship" on your website”
Order delayed and refund was mishandled, insisting on sending refund to closed account.
“they still insist that they can't do anything else.”
Media console is beautiful, well-packaged, and easy to assemble.
“The opera media console is beautiful and easy to assemble.”
Wrong shipping address caused delays; fabric stained and assembly failed.
“Parts of the fabric were stained right out of the packaging”
Reports are mixed but tilt negative: some customers praise helpful staff, while many describe slow, unresponsive or unhelpful service interactions.
Several reviewers say the cost didn't match the experience because of delays, damaged or stained items, missing parts, or refund difficulties.
Experiences vary: some find items easy to assemble and comfortable, while others report difficult assembly, missing hardware, or fit and stain issues.
Product feedback is split: many praise finish, packaging and appearance, but a substantial share report broken items, missing parts or poor outdoor durability.
Most common complaint: inaccurate ship estimates, missing tracking updates and slow or limited support responses; a few reviews note prompt delivery or follow-up.
Overall impressions skew negative: repeated shipping and support problems dominate, though some customers report satisfactory products and resolved issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Products liked but repeated delivery mistakes and long delays occurred.
“delivery is abyssmal.”
Promised shipping windows missed; months-long delays despite marketing emails.
“Do not order from this company.”
Assembly easy; packaging excessive but protected items; shipping improved.
“Easy assembly.”
In-store service great; shipping slow and initially missing sectional corner.
“we realized we were missing the corner of our sectional.”
Poor communication, missing parts, and incorrect recliner base shipped.
“they sent us a recliner base instead of a corner base”
Long delays returning items and refund issues, including a $100 charge.
“Horrible service.”
Multiple shipping delays and missing components left household without furniture.
“there is no phone number to contact, only email”
In-stock item never shipped and customer service unreachable for cancellation.
“Never order with Burrow ever again.”
Item listed as in stock but hasn't shipped for over two months.
“Burrow stole my money.”
Products high quality and service responsive despite slow backorder shipping.
“Shipping/handling was slooooow.”
Order arrived quickly; easy assembly and comfortable, sturdy sofa.
“Putting the sofa together was the easiest thing I have ever had to put together.”
Long wait with poor communication; initially sofa arrived missing legs.
“When the sofa did arrive it was missing 4 legs.”
No phone support caused inability to resolve order issues promptly.
“No Phone Support a Disaster”
Product is good quality and easy to assemble with clear instructions.
“Easy to assemble with clear instructions.”
Ordered twice with great communication and early deliveries.
“Communication has been great.”
Good service and speedy delivery, but no assembly instructions included.
“no instructions were included in any of the 3 boxes I received.”
Order never shipped; repeated deadline misses and no phone support.
“It’s starting to feel less like a furniture company and more like a scam.”
Manufacturing defects prevented assembly and replacements remained faulty.
“one of the thumbscrew sockets was damaged”
Responsive staff and satisfactory products; would recommend and reorder.
“Have had this couch for two years and it still looks new.”
Dresser arrived incomplete, missing inner panels and four legs.
“Dresser arrived incomplete.”
Sectional arrived missing six legs; replacements delayed about four weeks.
“The sectional is beautiful but it is missing 6 legs.”
Shipping errors and poor communication caused order cancellation confusion.
“I initiated a charge-back from my Chase Bank Visa card”
Media console is beautiful, well-packaged, and easy to assemble.
“The opera media console is beautiful and easy to assemble.”
Staff was first-rate but product comfort and usability were lacking.
“Staff was generally first-rate.”
Delivery delays and unclear directions, but sofa fits and service was excellent.
“The delivery/ delay of the hardware was a problem”
Website promised quick shipping and simple assembly, but item required assembly and arrived late.
“In stock! Ships in 2-5 days.”
Wrong shipping address caused delays; fabric stained and assembly failed.
“Parts of the fabric were stained right out of the packaging”
Paid for 'in stock' item that still has no shipping date.
“in stock" item that the website said would ship in "5-7 days”
Large order faced radio silence and inability to cancel or get refund.
“I placed my order and heard nothing from the company.”
Couch marked ready to ship but never arrived and support was unresponsive.
“The same product still shows as "ready to ship" on your website”
Chair didn't ship within promised timeframe and customer service was unhelpful.
“Horrible customer service!”
Powder coat stained and discolored easily; not suitable for outdoor use.
“Powder coat is garbage.”
Ordered Sept 2 and still haven't received couch or helpful contact.
“I ordered a couch on September 2 and haven’t received my couch yet.”
No tracking updates and unresponsive customer service left me disappointed.
“I still haven’t received any tracking information about the shipment.”
Order delayed and refund was mishandled, insisting on sending refund to closed account.
“they still insist that they can't do anything else.”
Product quality exceeded expectations despite slightly slow shipping.
“Great product, actually even better finish than online.”
Shipment repeatedly delayed; now facing months-long wait.
“5 months wait is ridiculous!”
No replacement covers or rain protectors offered for outdoor furniture.
“Burrow does not offer replacement cushion covers or rain protectors for outdoor sofas.”
Bed frame arrived broken and required glue to make headboard usable.
“My Burrow Chorus bed frame arrived broken.”
Sofa's shipping info was incorrect, but support ultimately resolved delivery.
“Burrow marked the sofa as delivered, but has not created a shipping label to fulfill it”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Burrow is a U.S.-based direct-to-consumer furniture company that sells modular sofas, sectionals, beds, media consoles and living-room pieces primarily through its website and partner apps. The brand is known for designs that emphasize simple home assembly and online ordering, including items advertised as "ready to ship."