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Ran CMvia Google

about 1 month ago

We have had our burrow couch for five years. After a month, we reached out to customer service because it was so uncomfortable. They offered to replace the base cushions, and told us we should buy couch pillows, which we did. As time went on, the couch was increasingly uncomfortable. The “scratch proof” claim is utterly ridiculous- our cat was able to quickly shred the arms of the couch. We replaced it but now use it as a glorified dog bed. It works for her but she is a dog. When we reached out to ask about leaving a review on the website, we were told that was only offered through a third party and we were not able to leave one at the time.

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Emily Nvia Google

2 months ago

I wish I had read more reviews! A friend has a Burrow couch they love, so I was happy when they had a couch I wanted and within budget (when on sale, at least). The showroom ladies were helpful, and we actually changed which model we wanted after sitting on them and loving another model, the Union, more. BUT- everything since had been horrible. Burrow never let me know how many boxes were coming (16! mostly enormous boxes!!), and the boxes were delivered by 2 different companies over the span of 4 days. When we started assembling (frustratingly difficult, esp with some mis-drilled holes) we discovered part of the arms are missing (see comment where expected number of boxes wasn't communicated). Customer service asked for photos of all the received labels (not trivial, I had a 7ft high pile of boxes in my garage), said they'd send the arms, then said the arms were out of stock with unknown restock date. When I pointed out the couch is in stock on the website, presumably with arms, they forwarded me to "Operations" again, and... nothing 3 weeks, still a partially assembled couch, no delivery date in sight.

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Sheila Zakrevia Google

4 months ago

I ordered a color swatch from Burrow, and after receiving it, ordered furniture in that color directly through the Boston retail location. The salesperson suggested a configuration and placed the order. After five weeks, with no news,I checked on the status. A couple of days later, I got an email from customer service, saying that the color had been discontinued and my order was canceled but no refund had been processed.. if I hadn’t reached out to check, the company would have made no effort to contact me while holding onto my money for an order, it knew it could not deliver.. Buyer beware. What the other reviews say about terrible customer service is true.

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Aurora Galambosvia Google

6 months ago

Walked into Burrow today to look for curtains. Sadly they didn’t have but was greeted and assisted by Crystal and was introduced to the Span Sleeper and it was so comfortable and the decor was very homey. Def will be visiting again and loved the atmosphere!!!

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Ebrahim Ghazvini Zadehvia Google

7 months ago

Had an awesome experience at the Burrow showroom on Newbury Street. Crystal was super helpful!! answered all our questions and gave us the full lowdown on the table and chairs we were eyeing. The team there even showed us how the table expands from a cozy 4-seater to fit up to 8, which honestly sealed the deal for us. Really appreciated being able to see and feel everything in person.. pics online just don’t do it justice. We ended up getting the table and a set of 4 chairs, and snagged free shipping too can’t beat that. My 2¢: thinking of upgrading your dining setup, def swing by the Burrow showroom. Way better than just scrolling online. Worth the trip.