Burrow House

Scathing Review: A Warning to Potential Buyers of Burrow’s “Modular” Couch I purchased a leather Nomad couch from Burrow a few years ago, enticed by its promise of high-quality design and modularity. To their credit, it is a nice couch—comfortable, stylish, and well-made. However, my positive impression of this product and the company has completely unraveled due to a recent experience that exposed Burrow’s misleading claims and lack of long-term commitment to their customers. The couch was sold as modular, with the flexibility to add or adjust components over time—a key selling point for me and part of the implicit agreement when I made the purchase. I recently attempted to buy an additional piece to expand my couch, only to discover that Burrow has changed the hardware. While the newer parts look identical to my original couch, they are incompatible due to these changes. As a result, I am now stuck with a couch that is no longer truly modular. This bait-and-switch on one of the couch’s most advertised features is both infuriating and a betrayal of trust. Burrow’s decision to change the hardware effectively makes the couch obsolete for anyone who, like me, bought into their modularity promise. They have broken their end of the bargain, and I now question the integrity of the company as a whole. For a product that markets itself as adaptable, this failure is completely unacceptable. I will never purchase from Burrow again and strongly urge anyone considering their products to think thrice. A company that cannot stand behind its promises and designs is not worth your time or money.

Arch nomad sofa sectional Navy blue .Super easy to assemble not complicated at all. It’s a beautiful couch or very happy with the way it looks and feels. Only minor flaw is one of the legs screws is missing a hole. But other than that everything is perfect about this couch. I do have to say this is the second purchase I’ve made with burrow house where I’ve had the same issue. The first one was my marble coffee table was also missing a screw hole I don’t know what’s up with this issue? Hopefully, they read the reviews and this is constructive criticism for them to fix this problem.

This furniture is absolute trash. Came damaged with rusty components. The couch was a little more than a bench. The returns process is not fluid and the refund was not nearly what I paid for cheap, damaged furniture that I had to put together myself. I do not recommend.

So… I bought this wonderfully comfy navy blue couch here, forgetting that I have an orange cat whose orange fur was going to show up SO boldly on this couch. I had to return it and spring for the leather version instead. Aaron from the showroom was so patient and kind and helped me sort out my indecisiveness and choose a couch that would be better for my needs. I’m in the middle of the return process and will update once everything is squared away, but overall this was a good experience.

So far, they have missed two shipping dates. The item was ordered at the end of November. The original shipping date was supposed to be by Jan 3, when this didn't happen, they gave a new shipping date of Feb. 10. It is now Feb. 11, and still no news. In the meantime, every time I have checked their web page for the item, they claim that it is in stock. I have written to their customer service and will update this review based on their answer.

I purchased their Bock Nomad Sofa, and found that it is really uncomfortable to sit on. The fabric is very course and scratchy on sensitive skin. Further the sofa cushions are VERY FIRM. I do not recommend this sofa at all. It's a nice looking sofa, but I definitely regret buying this sofa.

- We picked a sofa and told the store representative that we couldn't accept the sofa before a given date so - if it could arrive prior to that date - we should wait and put in an order at a later date. - He said to go ahead as it wouldn't come prior to that date. - It came two days early which created a massive headache. - It came in 9 separate packages. - The packages arrived across three separate deliveries - It was extremely challenging to put together - Support was extremely unhelpful => don't tell me to put a vacation hold on my building, 400 different families live here and it's not fair to stop them getting deliveries! - Support told me that the packages were being delivered at times they weren't - it was very frustrating. - Burrow tries to blame FedEx for these issues. You can't subcontract responsibility for product delivery. This whole process has made your product crappy. If you want to provide a good customer experience and FedEx can't do it just deliver the sofas yourself. We would also have paid for somebody else to put the sofa together, it was such a faff.

I stopped by the SoHo store twice in two separate weekends. The first time to ask some questions and get a swatch and the second to make the purchase. Both times I visited the store I found exceptional customer service. This is my second Burrow couch. I would highly recommend the company and the SoHo store in particular.

We received this sofa within a week pretty fast. It was also very easy to put together not complicated at all. This is my second purchase at burrow my first purchase was a marble coffee table back in 22. What they both have in common they are both beautiful. But both weren't perfectly made. Same with the coffee table and our new sofa one of the screws in the middle front leg of the couch there is no hole to insert the screw. It's minor flaw but when you're dropping a lot of money you want everything to be perfectly made.

Customer service isn't worth the trash water on the bottom of my compost bin, product quality is about as good as IKEA (which isn't all that terrible) Order No. 417190 I cannot for the life of me open the zipper of one of the back cushions. I could only get this far and that was by using a wrench. The response is as follows: Our team is working hard to respond to every message as quickly as possible. You can expect a reply within 24-48 hours. If you have already written into our team, please note that we work through every case in the order they are received. Sending multiple messages will push your case to the back of the line. So I'm basically stuck in limbo trying to open this bag to insert the plastic "cushion," because if I message them again, I'll get sent to the back of the line like some kindergartner who took a piss in his pants. And for reference, it's been well over 48 hours (calendar and business days). From a business standpoint, in Re-queuing BS is ingenious. I should deploy that in my next start up.

I ordered a 6 drawer dresser from this company along with several other pieces of furniture. They sent eight boxes with instructions. Upon opening and examining the pieces I realized that they didn't send the complete 6 drawer dresser, but about 3 random pieces and enough pieces to makeup a 3 drawer dresser. I called, texted and emailed this company with pictures only to be told that I don't know what I am doing. I spent my career putting things together as a technician so I know what I am doing!!! Customer service is incompetent and almost impossible to connect with. You get an email response saying that they are busy and will get back to you in several days. What a crock of BS! This company has more than $6000.00 of my money and stopped responding to me. I want to send them their merchandise back - according to their 30 policy. My next move is to contact my bank and get my money back. It's a shame because I really like the furniture but I'm not in the business of donating my hard earned money to a business!!!

I've had a futon in my apartment since my grad school days and was feeling like it's about time for me to "graduate" to having more grown up furniture. I did a lot of extensive research on what my next sofa would be. I wanted it to look modern and fit the space but also have the ability for it to fit in my next new space (when I move) regardless of what that new space may look like. I settled on Burrow because the ability to "switch" my sectional couch/sofa was a very appealing factor... that way, I am not dependent on whether to get a "right" or "left" facing sectional. However, I wasn't completely sold on buying a sofa that I had never even sat on. Luckily, Burrow House had a showroom in NYC. When I arrived Aaron was super helpful and answered all my questions. Even last minute questions that popped up after I left were answered promptly via email. A week or so later he assisted me in ordering and purchasing my new sofa. The delivery took about 2.5 weeks longer than was anticipated to arrive, but the whole time I was in touch with someone and given regular updates. Once it arrived, the setup was easy peasy and I've been able to enjoy my couch ever since! Not sure about all the one star reviews complaining about delayed delivery... I mean, it's the pandemic and everything is supply/demand issues... these are made to order items, so you have to be a little understanding. For me the service and the communication was excellent, all emails I sent regarding the delay were answered promptly. When I discovered that I was missing two legs for my ottoman, they expedited the legs from the showroom so they arrived in 48H. 10/10 would recommend Details: We ordered the Nomad sofa, in leather, color camel

Summary: Based on very poor quality admin, I would strongly not recommend this company. If you want to roll the dice on a full price (simple!) product, go for it, but don't expect good support in case of any issues. The product design and quality seems ok. A bit on the cheaper side in terms of structure/build. Some things that don't make sense (don't fully align). This negative review is for their website / sales / customer service / support. It is SO BAD and frustrating that I do not recommend making any purchases here. We made 3 purchases from here around the same time. First, the numbers don't add up on any receipt correctly. I have no clue how or why this is so bad, but it makes returning/support/any issue impossible to track and manage. Second, there was a sale on a set and it was impossible to configure the set on the website to get the advertised sales price. Third, if you reach out to sales there is no phone number, so you end up texting with them and the correspondence is horrible (not timely, confusing, misinformation, uninformed, switching people who don't read past conversation, etc). We were told to purchase the set on sale with any configuration and we would be refunded the amount to get it to the sales price. We did it, received the product, and are still fighting to get it to the sales price. WEEKS of poor text messaging and now have contacted our credit card company and BBB. They apologized for the website not working, sale not working, and apparently the multiple support people we talked to were not authorized to tell us we would get refunded. Their only solution is to return the product (we already threw away boxes) and they would charge us a return fee. Also if you buy outdoor covers, it seems they are just buying and selling a 3rd party company's covers (Koverroos) at an EXTREMELY higher price and they sent us the wrong fits/products anyways.

I love the vintage look and the super-firm cushions of my Nomad sofa! I chose the Navy color with the silver legs, and I've had many compliments on its appearance. I got the pet-friendly fabric, and although my cat doesn't pull any threads out, the weave does have little humps in it where her claws pull the fabric up a bit, yet no shredding or threads hanging off. When I'm not at home, I keep two Queen blankets draped over the sofa so she won't be tempted to claw it when I'm gone. Know that the hardware may arrive after one receives the sofa (my hardware arrived five days after the sofa did) because it's not included in the sofa boxes, but be patient because it will get there! I assembled the sofa by myself, and then a friend came over to help with one stubborn latch and to help me set the sofa upright. That latch just needed more strength than I had (I'm 68). I would definitely order from Burrow again. Their customer service was quick to reply to my email inquiries. I hope they soon have a Customer Service phone number, because questions can be more speedily answered when speaking directly with someone; however, only email Customer Service was available to me.

Four days ago, I received notification that my sofa was delivered, accompanied by pictures from FedEx of the packages in front of someone else's house (they weren't delivered to me). I have tired to contact Burrow via email, text and Facebook and have been totally ghosted. This is a $2k order that was never delivered to me.

Terrible customer service or lack of. I tried to purchase a bed frame online and the transaction didn't go through. I spent the entire day trying to chase down their customer service. I emailed, texted and called. The way they text you back is as if they are talking to pal - so unprofessional. I told them I wanted to purchase the bed and I would like to speak to a sales person, before purchasing. but they assumed to confirm a purchase. This is a red flag, not buying from this company.

So it has been over a month and I can't get any notification on my cancellation. I have tried contacting them multiple times and they just leave me ignored. So I have contacted lawyers to get my money back for a couch that wasn't going to arrive until April at the earliest. If you are looking for a couch that looks similar, I ordered from Poly and Bark. They have gotten me my couch shipped in 7 days of the order. Looks very similar to the nomad some which is cheaper by 100 bucks. WHY CANT I GET MY MONEY BACK BURROW!! PROCESS MY REFUND ALREADAY

Love my nomad sofa! I've had my couch a few years and it's been comfy, sturdy, easy to move (pieces come apart and go together easily), and looks super attractive. Customer service was helpful with a special request where I wanted to order an additional piece that they normally do not sell separately (I wanted a second chaise stand). I had to dock a star because, while the cushion covers have zippers and can be removed, the one cover I tried to wash came out with fabric shredding on one corner. My solution was to trim the shredding and turn that corner inward for minimal visibility. I didn't even put it in the dryer and I don't think it's unreasonable to expect it to be safe to throw in the washer. Also, while the fabric is "pet-resistant", that's only true to an extent. I've had to train my cats not to claw the couch, but before I got them trained they were clawing the corners and pulling the fabric. Again, I shaved it as much as I could to get it more normal, but this fabric wouldn't hold up to a determined kitty. I'm guessing they mean it's pet-resistant based on ease of cleaning the fabric, not scratch-resistance.

Burrow House is a major leg up from your standard furniture show room. It's cute, with lots of couches to lounge on and even a little movie theater in the basement. There are panels and similar events every few weeks, mostly requiring an RSVP. These are a brilliant idea but hit or miss in practice. (A recent invite-only Burrow product launch event involved free milk and cookies, a couple reps from in-theme products, but nothing to actually do or learn). The couches are pretty pricey; around $1,000 for a standard sofa. They're modular, comfy, and apparently easy to assemble, but don't seem super durable. That said, the showroom is more about brand familiarity than trying to "sell" the product. There's no pressure when visiting to buy anything.

I purchaced a king Nomad couch from Burrow Furniture in February of 2021. It went together without a hitch and looked great in my space. However, after only a few month of very lite use the fabric on the cushions stretched and created loose, wrinkled look. I contacted Burrows and they asked me to send photos of the cushions which I did. I have followed up with them through emails and phones calls over the last 10 months but have not received a reply. Slick advertising sucked me in, now I'm stuck with a couch that looks like it's ready to be put out to pasture. Do yourself a favor and look elsewhere if you are in the market for furniture.

I thought I had done my research.... Customer service does not exist! I have been in limbo for 2 weeks now, trying to return a sofa (the piece is fine, not damage, but very uncomfortable). They responded by email indicating the return will be arranged by another company (Sharetown) in 3-5 business days. It has been over 2 weeks and every time I follow up with with Burrow or sharetown I receive the same response: "the reps will reach out to you shortly". I have not been able to get a person on the phone, my refund (minus the 20% they take off on returns!), nothing! Nobody has called me and no indication when the pieces will be picked up. At this point I begin to suspect they never will! I tried to leave a review in their website: not possible unless they send you a link to leave the review. Check BBB: Burrow has a 1 star ratings and close to 20 complaints to which they have not responded. The quality of their furniture is similar to IKEA's, so you are better off shopping there.

I bought a Burrow sofa. .... After waiting over 4 months ( originally they quoted 4-6 weeks)it finely arrived ... all I can say is UNCOMFORTABLE... NOT WELL MADE.... Can't wait to get rid of it. !!! What a huge mistake !!!! The people you speak to on the phone.... If and when you can speak to a live person.. really are not helpful because none of them have any idea what is going on !! They need help !! Do not buy!!

I wanted to like this place because i think the products are beautiful and I like that they are made to order. The customer service however is awful. My couch was shipped three weeks ago. Due to some sort of error with the label, UPS ended up sending it to our old address. Sure, not exactly Burrow's mistake, however if theres an issue with the label then one has to wonder whos at fault here. So far four out of our 8 boxes were shipped to the old address, three made it to our new address and one is still missing. I asked them to expedite the last item, and their response was that sewn items take 14-21 days to produce. Excuse me? I've been waiting months at this point, how is it not possible to expedite? I asked for a call from the manager, they said they set one up for this morning. still waiting on that call. Save yourself the headache, a couch that ships in 1000 boxes is bound to have issues with shipping.

I took a bet last September and bought this couch, and the experience at the store was pretty good. It arrived on a timely fashion, and I really tried to like it. However, I first noticed that the couch smelled a bit weird. It smelled like rotten cardboard. I didn't want to deal with the hassle of bringing more furniture up and down to the fourth floor of a walkup so I hoped the smell would go away. It gradually did, but one side of it still has that faint odor. In addition, while the cushions seemed very firm at first (I was looking specifically for this in the store), they started to sink more and more, to the point that every time I sit on the couch it hurts my back and neck within 5 minutes. I hardly use it now because I don't enjoy sitting on it. I see that there are rave reviews online - I wonder how many of these reviews were written immediately after receiving the couch.

Had the chance to revisit this location for an art talk event this week. I've been to burrow house before, once for a Yelp Elite event, and now on two separate occasions for events organized and hosted by the store itself. Burrow house is the brick and motor store for Burrow, which is a sectional couch company for the modern day city apartment. I had the chance to attend this art talk event after receiving an email invite from the store. I love going to events here first off because of the space. It's a two story store with a lot of natural lighting and a lot of space to comfortably host a large group of people. Two, because of the staff! Each time I come here I'm always greeted warmly and can genuinely tell each person who works here is excited about the product and also knows how to interact well with all types of people. Lastly, for the events themselves. From cocktail making to discussions on what type of art to hang in your apartment, each event is fun and educational which is genuinely appreciated. I hope to one day become a happy owner of one of their sectionals but in the meantime I'll keep on attending events. I'd suggest everyone do the same as well!

Worst couch I have ever owned. Bought the Nomad 7 seater and after 5 months the backs started to give. It got progressively worse. After emailing the company a video of what was happening, the suggested multiple times to take it apart and put it back together again. We did that. The issue was not resolved. The final email received from the team leader explained that is how the couch is designed. Wait a second, after emailing about 4 different people, trying to resolve the issue, now it was designed that way. Give me a break. They refuse to acknowledge the couch is a piece of crap and now we are stuck with a $5,000 couch!

Stay away. Bought a loveseat online in November, and it arrived with a defective piece at the beginning of January. Although I contacted them immediately, they were very slow to respond and insultingly initially told me that the product was not defective (it is, as the holes aren't drilled in the right spot so it is impossible to assemble the furniture). They also offered for me to drill additional holes in my $1700 purchase. Uh, no. I asked for a replacement to be sent and they initially said I would have one in 10-14 days. Then it would be the next week, and then the next, and they the next. Etc. In fact, the notified me that it was completed 2/3 and would ship out yesterday, 2/5. But guess what? It has not. And, I do not want to keep waiting. This is insane. Their offer to me? They would refund me minus 20% and I could donate it. Unreasonable and unconscionable.

Furniture showroom doubling at nighttime event space. A startup for furniture, Burrow House is a neat place to hang out and experience a space that's beyond just the normal furniture shopping. Ground floor is where you browse their furniture models, experiment with the different styles, grab a drink at the bar etc. while downstairs has a petite size movie theatre for you to test out the armchairs. I think they switch up the layout and theme every so often so excited to see what they come up with! Also they have the cutest dogs roaming about!

BEWARE! This place is such a big scam. I had issues with the quality of the sofa and delivery and tried to write a review online, only to find that you cannot. All the reviews on their website are FAKE!!! I asked their support how to leave reviews and they downright lied! They said it's managed by a third company but would not tell me how! This is unethical and misleading. Not sure how they get away with this

I purchased a coffee table during April, and now it's around July. The bottom part of the table was missing and not sent, which I requested a replacement. The replacement got lost 3 times again... now I'm here with just my table top... It is such a pain ordering online. I don't think there much I can do about it.

Absolutely horrible. Don't let the (assumed) paid marketing and false glowing reviews on news sites etc. fool you. Bought the Range couch online paying over $3K, wanting something with the look and to support a relatively new and local company during the pandemic. Took over 4 months to arrive, and when the couch arrived, none of the "hand screws" are long enough to actually attach the couch together (and the pieces that are attached are clearly unsafe). It is impossible to speak to someone on the phone and email communication is horrible. When I asked about what the issue is, I received: "Based on customer feedback, we've actually designed a longer hand screw. . ." Are you kidding me? So the company knew that their parts were defective and sent it to us anyway. I've had much better luck with cheaper retailers such as Wayfair and Overstock. Shame on me for wanting to get a supposed "nicer" couch from Burrow. Never again - this company unfortunately should go out of business in my opinion if they can't get their products or customer service right. Shame on your team Stephen Kuhl (CEO), take some ownership here.

Still waiting for my Nomad Sofa Sectional! Burrow keep on pushing back the delivery date. They were very efficient at taking the cash, not so good at delivering the furniture on schedule!

Please do not order online from Burrow. Worst online buying experience that I ever had. I've exchanged over 60 emails with Customer Service and still have not resolved the problems. From delivery on, this has been stressful, irritating and unfair. Their customer service people try to be helpful, but there policies regarding delivery and returns is terrible. Do yourself a favor. Shop elsewhere. I even wrote to the CEO, Stephen Kuhl and never received acknowledgment or reply. A total disaster.

This is the only way I can find to write a review for Burrow, the online sofa store, and this seems to be their brick and mortar location. It took two months for them to deliver a defective sofa, with one week between the deliveries of components. When we asked for a replacement part, they said it would take another two months to send it. Needless to say we are returning the item and hopefully our refund will come through in a timely way. After wasting a lot of time waiting for the item now we will waste more time boxing it up for return on their -- not our -- schedule. Lessoned learned -- shop local furniture stores not online fads.

Beautiful furniture store and event space in SoHo. I am sure you have seen the subway ads for Burrow and wondered where this start-up couch company came from, well now they have a showroom in NYC to put your wonder to rest. The concept of Burrow is similar to Casper, visit a showroom and buy a couch that comes to you in a small box. The couches are mid-century modern, comfy and dog friendly. As the founder writes on his website, they are perfect for a "Netflix binge". If you are looking for a new couch or just want to hang out with some adorable dogs, come visit the showroom.

I had a burrow couch for little less than a year. This couch is annoying as hell. The cushions won't stay on there so every time we sit on it we have to adjust the cushions to. I shouldn't have spent 1500 on this couch I probably could've gotten a better couch for 500 from big lots.