Reviews Analyzed
21
We Collect & Analyze Reviews
Burrow
Experiences & 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."
Overview & Key Metrics
Positive Sentiment
33%
Latest Review
17d
Overall Rating
2.2
Our Analysis
🎯
Service quality
Reports are mixed but tilt negative: some customers praise helpful staff, while many describe slow, unresponsive or unhelpful service interactions.
Share of mentions
Weak
21%
💰
Value for money
Several reviewers say the cost didn't match the experience because of delays, damaged or stained items, missing parts, or refund difficulties.
Share of mentions
Weak
8%
⚡
User experience
Experiences vary: some find items easy to assemble and comfortable, while others report difficult assembly, missing hardware, or fit and stain issues.
Share of mentions
Weak
11%
🔧
Product quality
Product feedback is split: many praise finish, packaging and appearance, but a substantial share report broken items, missing parts or poor outdoor durability.
Share of mentions
Mixed
15%
📞
Communication
Most common complaint: inaccurate ship estimates, missing tracking updates and slow or limited support responses; a few reviews note prompt delivery or follow-up.
Share of mentions
Weak
20%
⭐
Overall experience
Overall impressions skew negative: repeated shipping and support problems dominate, though some customers report satisfactory products and resolved issues.
Share of mentions
Weak
25%
Our Independent Methodology
How we analyze customer reviews without bias
Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – October 2025).
Couch never shipped
"I ordered a Union 4 seat sectional 2 weeks ago, from the "ready to ship" section on Burrow's website. However, I have not received the couch or any up..."
Ali Forelli
Trustpilot
Oct 01, 2025
Featured for: shows shipping silence and distrust
Delays and Refund Troubles
"I ordered a couch on June 2nd. I was given a timeline of 7-9 weeks for its arrival. They didn't provide any information about the status of the order...."
Sona
Trustpilot
Oct 01, 2025
Featured for: details delays and refund troubles
Beautiful media console
"The opera media console is beautiful and easy to assemble. Delivery was fast. The packaging was amazing and it arrived without a scratch. I h..."
TERRI
Trustpilot
Oct 01, 2025
Featured for: positive product quality and packaging
Not Purchasing Again :(
"I had a disappointing experience with this purchase. The shipping address I entered during checkout somehow got changed, and the incorrect address app..."
cb
Trustpilot
Oct 01, 2025
Featured for: product defects and assembly issues
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025
M
Maria
trustpilot.com
Oct 01, 2025
The sectional is beautiful but missing parts
The sectional is beautiful but it is missing 6 legs. I got an email today explaining that will tale about 4 weeks to send the mis...
J
Jennifer Martens
trustpilot.com
Oct 01, 2025
Shipping and communication problems after ordering
I ordered a sofa and an ottoman. The delivery estimates for these were 2-5 days and 5-7 days. I had no emails after the order. After 8 days I reached...
T
TERRI
trustpilot.com
Oct 01, 2025
Beautiful media console
The opera media console is beautiful and easy to assemble. Delivery was fast. The packaging was amazing and it arrived without a scratch. I h...
R
Ron Mallis
trustpilot.com
Oct 01, 2025
Staff was generally first-rate
Staff was generally first-rate. The product itself is less than prime re comfort, ea...
S
Stephanie Bailey
trustpilot.com
Oct 01, 2025
Item was as pictured/ described
The delivery/ delay of the hardware was a problem and I wish the directions had been a bit more thorough. The sofa is the perfect size and fir...
J
JM
trustpilot.com
Oct 01, 2025
Don't believe the website on shipping and assembly
When I ordered it on August 31st it said "In stock! Ships in 2-5 days." By September 9th I still hadn't heard anything so reached out to reach out to...
c
cb
trustpilot.com
Oct 01, 2025
Not Purchasing Again :(
I had a disappointing experience with this purchase. The shipping address I entered during checkout somehow got changed, and the incorrect address app...
J
James
trustpilot.com
Oct 01, 2025
False Advertising and Horrendous Customer Service
I ordered, and paid for, an "in stock" item that the website said would ship in "5-7 days" a month ago, and the bot they use to re...
C
Cassidy
trustpilot.com
Oct 01, 2025
Run for your life
My name is Cassidy. Order number 98445. I placed my order and heard nothing from the company. Estimated shipping date came and went. Radio silence. I...
A
Ali Forelli
trustpilot.com
Oct 01, 2025
Couch never shipped
I ordered a Union 4 seat sectional 2 weeks ago, from the "ready to ship" section on Burrow's website. However, I have not received the couch or any up...
J
Judy
trustpilot.com
Oct 01, 2025
Horrible customer service
Horrible customer service! I ordered a chair which stated it was ready to ship in 8 to 10 days. It’s been over a month now with no ship d...
F
FN Garrison
trustpilot.com
Oct 01, 2025
Stains easily
Powder coat is garbage. Had a bowl on there for a few days and can’t get the mark off now it’s very di...
J
Jen Mai
trustpilot.com
Oct 01, 2025
I ordered a couch on September 2 and…
I ordered a couch on September 2 and haven’t received my couch yet. I haven’t been able to reach anyone that could help me. Sent them a few emails and...
I
Isabela
trustpilot.com
Oct 01, 2025
please, don’t waste your money with this company
I purchased a sofa from this company 20 days ago, and I still haven’t received any tracking information about the shipment. I’ve been sending multiple...
S
Sona
trustpilot.com
Oct 01, 2025
Delays and Refund Troubles
I ordered a couch on June 2nd. I was given a timeline of 7-9 weeks for its arrival. They didn't provide any information about the status of the order....
A
Adrian Brugger
trustpilot.com
Oct 01, 2025
Great product
Great product, actually even better finish than online. A few more accurate images of the white finished shelves with real pictures, not ren...
R
Ronnie Hershey
trustpilot.com
Oct 01, 2025
Do you want to wait 5 months? …
Ordered a couch and ottoman three months ago. Was given a 6-10 week ship window, which at the time I felt was a little long, but given the price and s...
S
Steve D
trustpilot.com
Oct 01, 2025
No protection for outdoor furniture
Burrow does not offer replacement cushion covers or rain protectors for outdoor sofa...
B
Benjamin Caracciolo
trustpilot.com
Oct 01, 2025
My Burrow Chorus bed frame arrived broken.
My Burrow Chorus bed frame arrived broken. I had to glue it together just to make the headboard usable. For the...
C
Christopher Michael Casey
trustpilot.com
Oct 01, 2025
Sofa not delivered [UPDATED]
I ordered a Span sofa as part of a double-order including a media console. The media console was delivered, but the sofa was not. Burrow marked the so...
Conclusion
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.