Burrow House

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Andrea Berlin

via Google

Fabulous staff and terrific furniture. If you have a hard-to-fit space, but still want a sofa or sectional that is both stylish and comfortable, come here. Staff are helpful, knowledgeable, and just plain lovely. I worked with Alexandra, assisted by Delsie and Casie - all three made this an easy, fun, and successful shopping experience. Five stars!

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Robin Scott

via Google

I had an amazing experience at this furniture store. The selection is fantastic, with pieces that are both stylish and durable. I purchased a sofa and a bookshelf, and both are well-made and comfortable. The staff were friendly, attentive, and offered great advice without being pushy. Delivery was smooth and on time. Highly recommend this store for anyone looking for quality furniture.

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Ken 'Spanky' Moskowitz

via Google

Three Months of Broken Promises and Zero Accountability I ordered a Vesper Accent Chair in November 2025 during a sale. The chair arrived, but matching ottomans were out of stock. I was explicitly promised by customer service representative Jayson: ∙ I could purchase ottomans separately when restocked ∙ The sale price would be honored ∙ He would “continue to follow up until resolution” What Actually Happened: When chairs restocked in January, I purchased a second one. Despite documented promises, I was charged full price (eventually refunded after escalation). The ottomans remain unavailable three months later. The Service Failures: Between January 10-20, I sent multiple requests for help. Responses were either: ∙ Generic auto-replies about “high volume” ∙ Information contradicting previous promises ∙ Commitments to “personal ownership” followed by complete silence On January 22, I escalated with a detailed timeline of broken promises, requesting management intervention within 24 hours. The response acknowledged “service failures” but provided no timeline or accountability. The Final Insult: When my second chair finally arrived on January 24, the box appeared previously opened and the chair was damaged. It was picked up by UPS this weekend, now I’m waiting for them to ship the replacement chair. I’m now in my fourth month of this ordeal with: ∙ One working chair, one damaged chair ∙ No ottomans (still unavailable) ∙ No timeline for resolution ∙ No actual accountability despite promises This isn’t about product availability. This is about a company making specific promises to close a sale, then systematically failing to honor those commitments while hiding behind auto-responses and unfulfilled promises of “personal ownership.” If you’re considering Burrow, know that their customer service makes specific commitments they have no intention of keeping.

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Gentle Blythe

via Google

This is a review of the span sleeper sofa purchased online. After a lot of delivery challenges and delays and a very complicated assembly, it is the most uncomfortable sofa I have ever sat on. The cushions are so hard and they tilt forward. My back hurt after sitting on it for a 90 minute film.

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Ran CM

via Google

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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Roody Herold

via Google

Final update: Unfortunately, Burrow could not confirm delivery even 4 months after I placed the order. So, I cancelled the order altogether. I just couldn't spend another holiday without furniture in my living room. To Burrow’s credit, they promptly refunded me the money. ———-//////———-//———-/— UPDATE: Still waiting for the sofa after 13 weeks with no confirmed delivery date; I was told it might arrive by mid-January 2026 (ordered in July 2025). To make things worse, they delivered a piece of the sofa every few weeks, making the wait even more frustrating. This is ridiculous! ——————///————-////—————-///——— I had been looking for a specific style and quality of sectional sofa when I came across the Nomad Leather Sectional from Burrow. I reached out to them, and the central office forwarded my inquiry to the Boston team. Right away, Keyla responded and provided me with her contact information, offering the option to call if I needed to. I decided to call. She was very friendly, knowledgeable, and was able to help me come up with the exact configuration I wanted. Additionally, when I first noticed the sectional online, it was on sale. Still, by the time I spoke with Keyla, the sale had ended. As soon as I mentioned that to her, she assured me Burrow would honor the sale price I initially saw, which was terrific. I then decided to visit the store to sit and feel the sectional. When I arrived at the store, I was pleased to receive the same level of courteous customer service I had experienced during my phone conversation with Keyla. The entire team was fantastic; they worked together to ensure I was satisfied with the purchase. Even after the initially requested seating quality was no longer offered. The replacement (of higher quality) costs more. Still, the team ensured that I received the quoted price (an even better price, it turned out) than the original quote. My only issue with the process is that it will take several weeks (change that…several months) to get delivered. However, if the sofa quality and comfort match the quality of customer service I received from the Boston office team. In that case, it will be worth the wait. Now, I'm eager to receive the sectional.