I’ll start with the bad things, and end on a positive note with the good things. The bad: 1. The sofa took several months to arrive. In Burrow‘s defense, all furniture dealers are struggling with delays right now. That said, I’ve ordered furniture from Article, West Elm, and CB2 in the past 12 months, and none of them had this level of delay. I’ll give credit to Burrow for being transparent about the delays up front. You know when you’re ordering if there’ll be a delay. Another positive note here: the sofa took a long time to arrive but it did arrive in the window they quoted me. No surprises or extra delays. 2. The sofa had that factory / off-gassing / smell for months, literally months. It wasn’t subtle, and when I had people over they’d comment on the smell. In the past year I’ve ordered several pieces of upholstered furniture from other sellers, and those items didn’t have this odor issue. 3. The biggest problem for me: the sofa cushions started pilling and showing substantial signs of wear within 12 months. I live alone, no pets, no parties, so this is a serious durability problem for Burrow. If there were one reason I’d hesitate to recommend this sofa to friends, it’s this one. For a sofa that’ll deteriorate in a year, you can find cheaper stuff in Wayfair and elsewhere. Ending on a positive note, here are the good things: 1. When an issue arises, the customer service reps do what they can to help, even if they aren’t able to do much. I contacted them about the smell, and they initially suggested waiting longer for it to fade but when I pushed they offered me a partial refund. When I contacted them about the deteriorating condition of the sofa, they said there was nothing more they could do, and offered to sell me new cushions for 100 bucks a pop. I decided not to invest several hundred more dollars into a sofa that had proven to have durability issues. Overall though, the CS team did what they could, and they were very helpful. 2. The sleep kit is absolute genius, from its concept to the fact that it folds into this cool little sleeping bag shape for easy storage. Perfect for a Manhattan apartment. I’ve had a couple friends sleep on the sleep kit, and I’ve slept on it a couple times when I offered visitors my bed instead of the couch. It’s not meant for permanent sleeping use so don’t expect the Ritz, but for what it is it’s really great. 3. I had the previous iteration of this sofa, and Burrow made several smart tweaks for this version I got. I think they’ll continue the trend of making better furniture as they learn from customers’ experiences (which is what I hope this review can do).

RUN AWAY. I ordered a seat October 18. Received it December 24. they do tell you in advance that orders take 8-12 weeks, but you would expect that the order would come correctly. They forgot the LEGS of the chair. How do you forget to include the legs?! When I emailed them, they said the brass legs were delayed and that they would ship out replacement wood legs to hold us over. This was on December 30. It is now January 15 and they have yet to even SHIP out the replacement legs. You’d think they would operate with a bit more urgency given that this was their mistake. And, they can’t even tell me when I can expect the REAL legs I actually ordered to arrive. Best they can do is “early 2022”. Who knows. I may still be waiting in March to assemble the seat I ordered in OCTOBER. Here I am, waiting not only for the legs of my chair, but also the REPLACEMENT legs that were supposed to hold us over. i am actually in awe. This GIANT BOX has just been sitting in our apartment unassembled. I am almost impressed by how much they dgaf. I recommend ordering from LITERALLY ANYWHERE ELSE. EDIT B/C COMPANY RESPONDED WITH A LIE: On Jan 17, you claimed that the situation was handled and the replacement order would ship by end of week. It's now January 26 and your team just told me it has just entered production. It's not even at the shipment phase yet! Case in point, whenever they tell you your delayed order will arrive in 2 months, it will actually take at least 4. They have NO backup pieces, so if they forget something in your order (even something crucial, like the LEGS of your furniture) it will take MONTHS to get what you need.

HORRIBLE CUSTOMER SERVICE! 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. UPDATE: after 2 weeks waiting, this is the latest email I have received from Sharetown: Hi Eva, We apologize for the delay in getting you scheduled. Our dispatch team has informed us that we are unable to complete your pickup at this time. After many attempts to locate a pickup provider to complete your pickup, our team is unable to get you scheduled and has sent your pickup request back to Burrow. Please reach out to Burrow directly for further assistance on your return. We deeply apologize for the inconvenience and hope to gain better coverage in your area soon. Best regards, Laura

normally I don’t rate my purchases, but I would like other customers to be aware and consider before purchasing from this store. I’ve ordered a nomad king sofa and an ottoman during the week of Christmas, so that’s approximately December 23, 2021. The website clarified that it would take approximately 5-8 weeks to arrive. I got my order on February 28, 2022. That’s 9 weeks, which was not an issue for me, but then, as we assembled the sofa, we noticed they forgot to include one set of legs! So I emailed their support team, and they have shipped a replacement that took approximately 2 weeks to arrive. We were super excited to complete the set, yet, when we opened the box of legs, it was the wrong set. So I email them again. Then they said they would ship another replacement the following week. When I asked for updates, the support team said it was being delayed; it would take another week. After that week, I asked for an update; they responded by saying it had not been shipped and would get back to me. I was getting impatient with all the delays. Therefore, I asked if I could pick it up at the warehouse. Luckily they responded and said I could. I said luckily because all the reviews I saw from the previous customer have the same issue that I was having. Other than the customer service being irresponsible, I like the sofa. Hopefully, it can hold for a while. The pros: • It was really easy to assemble • the fabric can be easily removed to be washed. • the legs are high enough for me to clean the floor with a vacuum. • It can fit more than 6 people.

First off, let me start with the positives. We got the 6 seat camel leather sectional and it is beautiful. We love the look of it and it looks great in our space. For the most part, it was pretty easy to assemble. Also, I want to give a big shoutout to the packaging team. However here is our biggest DISCLAIMER: The corner base was missing both latches and hooks so we had to get a replacement. At first customer service, wasn’t very fast at responding but when they did, they shipped the replacement very quickly. However, the replacement’s pins for the back seats were a quarter inch off (yes, we measured) and it made enough difference to make the assembly rather difficult. When speaking with customer service, they asked us if we could transfer the latches from the new base to the original base. So flipping frustrating that we bought this $4500 couch and now we have been asked by customer service to repair it. IT’S NOT RIGHT and I wish they had a better online service. I recommend don’t buy this product online. So long story short, ordering online can be a huge risk and the product materials have been painfully inconsistent. We are disappointed and feel so let down with the service provided and will not buy a big piece of furniture from here again.

I had a great experience at Burrow House and purchasing my sofa. My sales person was extremely helpful. He asked me questions about what I was looking for and how I planned to use the sofa, then suggested the appropriate model (Nomad) and material. There are many comments on line about their sofas being too firm but the sales person had me sit on a couple different sofas (same model) and after the fact advised me that one was brand new (very firm) and one was 3 years old (not nearly as firm but not completely broken down either). Very good illustration of how the sofa will soften up over time. I purchased the sofa for a vacation home and the sales person also went above and beyond to help me time my order so it arrived when I was planning a visit to my home. My only complaint is that the sofa arrive over the course of 2 days (apparently the legs shipped from a different location). It would be helpful if Burrow could ensure that all the boxes arrive at the same time. Set up wasn’t difficult but is definitely a 2 person job. The sofa is beautiful, sturdy and well engineered. I highly recommend the product!

The showroom is beautiful and the people that work there are great but that’s really where the quality ends. The quality of the couch is terrible. After building the couch there were significant gaps between the chase and the couch. Sent customer service multiple photos between what my couch looked like and the model couch. They told me the couch was build to spec and it was fine and they could not do anything. The major problem is the chase is not actually attached to the couch so it’s a free floating piece with just the cushion holding it together. I spent 4 months going back and forth with them and finally had to accept the couch for what it is. The second issue is we ordered performance fabric. Not sure what fabric they use because the couch can’t even be clean because everything stains the couch including water and slightly blotting the couch causes the couch to pill. For how much Burrow charged for a couch it really lacks in both build and performance quality.

Me and my partner were very drawn to Burrow House's modular design and furniture colors. The fact that we could go see the furniture in person at the showroom was also a big plus. The staff at the showroom were very nice and easy to work with. They were also very honest about the delays for furniture delivery too. However, I can honestly say that after a few months of having the furniture assembled and used, the quality just doesn't quite match the price you pay. In no time, we noticed some loose threads and some slight unevenness in stitching. We were really hoping that for the price we paid, this would be furniture that we could keep and expand on as we move to larger spaces. Perhaps these shortfalls in the product are due to Covid-19 related supply chain issues and the like, but I do not see us purchasing from Burrow house again.

Support continually BSs and lies to us, saying stuff has shipped when every tracking system indicates it clearly hasn’t. Sent us furniture without legs and didn’t mention they don’t have their furniture legs available right now until after we reached out when the furniture was delivered months later. Then they offered to ship us replacement wooden legs while we wait for brass legs, then keep lying that the wooden legs are shipped. Today they finally acknowledged after over 30 days that the wooden legs are still “in production”. No acknowledgement of their endless BS prior to that, no end in sight to this. Also the arms of the couches have arrived smelling like stinky terrible cheese. They sent us replacements that smell like even worse stinky cheese. We have had to air them out for months before it’s bearable to sit near them.

ZERO STARS - Really really poor to zero customer service. They provide very little information and what I have received has been wrong. They basically ruined our vacation having to track packages since they provided the wrong ship date and the packages arrived early. We worked with UPS to have the packages delayed, but good old Burrow only provided one tracking number and not the six for each box sent….. The emails were tedious and they weren’t even clear on the information they sent us. Very poor. It felt like we were working with someone who did not even work at Burrow. Just some random center or freelancer. My couch is basically sitting at my front. We’re not even in the state. They shipped a week early which has caused major issues. And still yet no call from anyone at Burrow. They solely rely on email.

Not recommended. I bought a sofa 2 years ago and it was late to arrive. 2 years later the cushions fabric started wearing out which was unfortunate for a 2k sofa! but I remembered how they tell you that you can buy cushions anytime when you buy and how that was a great perk... I was moving places so I decided to order a couple new ones. They had to check if the fabric still existed but after few calls they confirmed and processed my order. Two weeks later after i paid and no update on the delivery i ask and they tell me bad news, no more cushions, they don’t make them after all... and they try to sell me a new sofa with a discount that is supposed to make me feel better. Just asked for a refund which apparently will take another 2 weeks !

Higher quality Ikea furniture. I love that they use formaldehyde-free and hardwood construction just make sure you get their furniture on sale. I purchased the Range 8-Piece and paid ~$3400 and it's currently on sale for ~$2000. Good buy at the $2000 price but definitely overpriced for what I paid. They wouldn't price match after the 30 day window (we were a week past) which was a bit surprising. Also, I would refute the "pet friendly" claims as the material doesn't hold up as well as you'd expect. Overall I think the quality is there if you get the furniture on sale. However, the customer service is non-existant after your 30 day trial is up so make sure everyrhing is perfect before then.

Couch arrived several weeks late, poor stitching in places where you can see the white threads, the chaise is not a chaise it's just an ottoman that doesn't attach to the couch. The fiber strands come out of the cushions constantly making it look like it has animal hair on it. The bench cushion does not fit within the sides of the bench and I was told it was "designed that way." No, sorry, you're not going to gaslight me. Lastly, I asked why I was not offered a link to post my review to their website because they have such glowing reviews. Could NEVER get a straight answer. This company has poor quality, untested products, and their business practices are scummy. DO NOT BUY!!!

This is a review about the madmen leather series products, not the showroom. I got two pieces of the leather products, and they were easy to put together. There were only two small peels on the leather and were barely noticeable. BUT, they are very smelly! After two weeks I feel like I can sit on them without feeling sick. During the two weeks I aired them day and night with all windows open, cushions disassembled. I had to stay with a friend for a while because it was unbearable. Please do not buy their leather goods during seasons you can not have windows open all the time, or if you only have one room!

My Burrow sectional sofa is ABSOLUTE GARBAGE! After exactly one year, the cushions are deflated, the fabric is loose and unsightly, the legs fall off regularly, the fabric is pilling, and the back (which is not truly locking) moves back and forth and is cheap and uncomfortable. Based on Burrow's claims, I expected extreme durability -- what I got was the exact opposite. UPDATE: Burrow customer service contacted me in response to my Google review. They resolved my concerns with a partial refund. I appreciate their taking responsibility and standing behind their product.

I agree with other reviews that customer service especially in the nyc store is extremely poor. Walked in there and the staff where just chatting and drinking their coffee and did not even bother to greet customers. We were at least 5 in the store and none were approached. Very unprofessional vibes from this store. When I asked about the dimensions of the couch, they had to look it up and were not able to really provide in depth info about the different specs of each couch type. Given the reviews on quality and poor stitching I am wondering if they are really worth it.

I cannot begin to describe was a terrible experience it has been to deal with this company. Product was 16 weeks late, allegedly made in USA, no its made in Vietnam. !! Easy to assemble, Ikea would be romper room compared to the system presented. You're better off using your own tools and screws to assemble because non of the provided hardware catch the inserts properly. The latch system displayed in video must be for the few American made products. Avoid at all cost, unless frustration and disappointment are your first loves... I only wish i could give half a star.

We purchased a nomad couch almost a year ago and I can honestly say it is the worst couch we've ever owned. It's built very cheaply, it is super uncomfortable and the fabric is terrible quality. I'm 165lb, my wife is 130lb and the frame of the couch has broken on one of the pieces. All you can feel is the super cheap wood under the fabric, we have ordered a new couch elsewhere and put it down to experience. We're not the type of people to complain or write a bad review but please believe us and do yourself a favor and buy a different couch.

Don’t walk, RUN away from Burrow and take your wallet with you. Their customer service is an ABSOLUTE NIGHTMARE to deal with. It’s taken over two months of back and forth, contradicting advice from agents, long wait times for nonsense replies, no one acknowledging any frustration, all for exchanging two throw pillows, and the refund has yet to even reach my account. For pieces so expensive, it’s absolutely not worth the quality or the experience you’ll receive. Again, stay far far away if you care about not wasting time and money.

I bought a 3 seat Nomad Sofa and ottoman back in February 2020 and as of today, I must say it sucks. The seats are no longer comfortable and when I sit I can feel the foundation. I'm constantly re-tightening the screws for the middle part that holds the legs, and it was supposed to have performance fabric howver, the sofa & ottoman seems to be getting pilly. For the price I paid for both pieces, I hoped that it would have lasted a bit longer than 2 years. I should have stuck to my guns and went with Ikea.

Worst customer support. Took them over 5 days to respond to my email, and when they did respond it didn't seem like the even read the original email. They asked for a picture of the base of my couch which made no sense as the issue is that they didn't send enough legs in the original shipment of my sofa. Then they said that the replacement leg order could take up to a month to process which is unacceptable as my couch is currently sitting on the floor.

the online experience was easy and clean. we made an appointment to come in. we got many reminders to be prompt. we arrived and while the greeting was pleasant all others customers around us were given product demos and explanations of the furniture while we wondered ignored. we left. i am deeply annoyed with the lack of assistance what was the point of an appointment when walk ins got far better service. we found ourselves better service at west elm.

What was initially an 8 week order for a small love seat sectional has turned into a 14 week wait. They didn’t reach out to offer an update or refund until waiting the full 8 weeks, and their compensation for almost doubling the wait time was pretty pathetic (under 5% discount of the original price of the couch). Was really hopeful for this piece when I first purchased, but have felt slighted and left in the dark through this entire process.

Completely in the dark as to when my sofa will arrive. They provided an updated date, so we sold our couch to make room. Only to get an email the day after selling, with a notification that the Burrow sofa will be delayed two months. I need to buy additional furniture to accommodate the extreme and sudden delay of our Stupid burrow sofa. These people better be whittling each leg with a toothbrush. Burrow - change my mind.

I think most of the bad reviews are for online customer service, I'm guessing. I'm rating the showroom here! I've visited the showroom a few times now before placing my order, and the staff is friendly and helpful. No pressure sales, super knowledgeable, and overall top-notch experience. Shoutout to Sadie who helped me twice in store and placed my order-she's awesome. Will be back to showroom for future purchases!

My sister ordered a chair from here back in October (3+ months ago) and it was delivered without legs. A $500 chair without legs. They refuse to send her the legs but offer no explanation as to why they won't provide an integral part of the furniture she paid for. If you want to sit on the floor for the rest of your life and waste hundreds of dollars, feel free to throw your money away here!

Took over 3 months to receive an extra set of arms for a love seat and they didn’t even send the two pegs that I purchased with the set of arms. My first order got “lost” during shipping so they had to create an entirely new order which delayed the process. On top of that, the product isn’teven worth the money in the first place. Don’t buy these cheap products.

Visited Burrow House this past weekend. Unlike some furniture stores, it feels like an inviting space as soon as you walk in. The retail team was super helpful (and not pushy at all!! which is so refreshing!) and helped us space plan for our new apartment - simply using photos and a floorplan. We ended up buying a Navy 5-seat sofa. Can't wait for it to arrive!

BUYER BEWARE! I purchased a nomad sofa less than a month ago and the latch that connects the chaise to the other seat does not stay locked. I emailed customer support and they sent me a YouTube video with instructions on how to supposedly repair it. Really?!!? A $2000 sofa that doesn’t hold up to standards even during the first few days. Look elsewhere!!

Wow....just ordered my Burrow Nomad Loveseat, and now just hoping for the best given the reviews here. (Did think it was odd their web page had almost no negative reviews!) My 3 stars here is based on the hope that my order will be fulfilled as promptly and accurately as possible, and will reevaluate then. Disappointed others are so disappointed...

The assembly was not the easy part as claimed in the first page of the instructions manual. Not happy with the experience. The assembly even after spending 3 hours has had issues. For a semi-premium couch the experience should definitely be better. Your first page of the instruction manual sets up a false expectation "Now for the easy part".

We purchased a Burrow couch through the Soho store. They didn't try to push the sale (not commission based), which is nice. The couch arrived even before the time it was promised (of course, we do live in Manhattan which may make it easier). It was easy to assemble, and though our cats tried to claw the heck out of it, it's looking good!

I love my Burrow sofa. Huge props to Mike & Hope @ Burrow support for helping me adjust my order. Ended up ordering a second range for my work-in-progress place :) When I checked out the sofa in the store the back was loose and the staff were kind of doing their own thing, but glad I went ahead and ordered online.

Placed in order online stating my pieces will be shipping between 12/27-1/04; it’s 1/9/2024 and no one is responding to me on when I should expect my pieces. If there are labor shortages, perhaps you shouldn’t give a 2 week timeframe of when a customer should be expecting their order.

Absolutely loved my Burrow House visit - staff was super helpful and beautiful furniture collection. Went in to try out a Nomad sofa, but ended up buying the Union which turned out to be a better fit for my apartment! Eyeing the barcart and some accent chairs too!

Worst experience ever. Ordered a table online, and only sent me the top. Legs were missing. Lies about them sending it out continues. “They claim that UPS had lost” instead they didn’t even send it. The status says so. It’s been 3-4 months already. Run away.

They shipped half of a furniture piece we had ordered and told us that the other half would arrive half a year later. Then when we asked for a refund because of their mistake, they said there would be a restocking fee. Sounds like a scam. What a joke. Avoid.

Bait and switch experience. The people in the showroom are very nice and accommodating, but after you order expect delay after delay. The customer service representatives are smug and obnoxious. I would never purchase from this company again.

Aaron made my unavoidable furniture shopping easy and pleasent. He was knowledgeable about the dimensions and different customization options. Aaron helped me arrive at my final decision by asking great questions. It was a great experience.

Staff is very friendly and informative. Nice to see the actual furniture vs a picture on a website. Good value for the money when compared to other modular furniture stores. Plan on buying one within the next year - wait for the sales.

For people who shared your horrible experience. Thanks for sharing. I was going to order something huge for my new apartment now I won't. In case you are wondering yes your reviews help prevent trap. Thanks. I will just get thuma bed

They will entice you with a short shipping estimate and then entirely miss the deadline. My sofa was supposed to ship 2 weeks ago and still no updates. I reached out and they say they are having shortages. How I regret buying this!

Agree with others. Incorrect part was included in my corner units, no answers from the customer service. Maybe they don’t exist. My next stop will be CC company to get my money back. I won’t recommend this company.

Horrible quality. Horrible customer service. Looks great online but not once purchased. I had two sections that broke with normal usage. Tried to get it replaced to no avail. Going to west elm for my next sofa

I catch my sibling falling asleep on our Range 4 seater in moss green a lot. Super easy to assemble, stylish and sturdy. Couldn't ask for more!! Also the sofa got delivered in 3 days, faster than amazon prime.

Great experience at the NYC location. Aaron was very helpful and knowledgeable. It was clear that he cared about helping me get just the right sofa and size based on our needs. Can't wait for it to arrive!

Horrible QC. The couch, “two field sofa” I received can not be assembled. The screws on the back piece do not line up with the base. I’ve emailed customer service a week ago and still no response

Such a nice and friendly showroom and I love my Burrow sofa. My dog has an unfortunate habit of really going to town on herself on the sofa, and it's held up great to all of her various licking.

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!

The showroom was great and the staff were very helpful in making our decision. Ended up with the range sectional with ottoman . Sofa delivery came faster than expected. …

Fantastic staff, super knowledgeable and helpful when choosing some furniture upgrades. Set very firm expectations of delivery and care. Incredibly excited to get our new couch!

For people who shared your horrible experience: Thanks for sharing. I was going to order something for my house and now I won't. Thank you customers for sharing your stories.

Great to be able to visit the showroom in person before making a final choice of couch and all specifications. Very helpful staff at the showroom to answer all questions.

Staff was helpful and there was a good selection of furniture to examine and try out. We were the only ones there during our appointment time, so felt very safe also.

the sweetest showroom! great place to see and touch the product before purchasing online! the staff is super knowledgeable without being forceful. great spot!

Terrible customer service. I ordered chair but missing legs. Keep lying and no updates and no refund. NEVER buy anything from this store! ZERO STAR.

The new location looks and feels like home! The staff is always welcoming and super helpful! I can’t wait to try out more of their furniture!

Wonderful store experience, knowledgeable and kind associate. Currently requiring appointments to go in the store, one household at a time.

Incredibly helpful and friendly staff, and really cool products. Don't think I'll ever buy non-modular furniture ever again!

Love love love the warm and inviting staff and attention to detail on the floor layout. Always a pleasant experience!

Love my new sofa I got from Burrow House! Aaron was amazing helping me get the right size for my apartment.

got our sofa 6 weeks after ordering, they said 8-10….so go Burrow!!! love our sofa…..super pet friendly :)

A super beautiful space with really lovely staff!! Highly recommend visiting to see everything in person

A wonderful place to buy functional and aesthetic home furniture! The staff was super friendly too!

Awesome space! You get to see and feel all the products that are online. Loved it.

I'm surprised with the quality of the furniture. It was worth the purchase.

Awesome staff. Customer service is excellent! The furniture is beautiful

Amazing showroom space with a helpful team and awesome products!

Warm and inviting space with incredibly friendly team!

Amazingly helpful team; beautiful, modern furniture.

Friendly staff and great designs!

Good quality versatile furniture

Nice purchasing experience.

Excellent service

Nice staff