Burrow House — Local services in Boston

I had originally written a glowing review for Javier at the Burrow House for a stellar in store experience, but since receiving my Dunes sectional I've had an absolutely horrible experience. The main reason I purchased this new outdoor furniture was because of how sturdy, weatherproof, and well-designed it seemed - at such a high price point, I needed some convincing, and was assured that it would be easy to set up and maintain. The product description online backed this up with claims of "rain bounces right off" and "so sturdy they make boats out of it". In reality, it has been the exact opposite.

I was willing to look past the high-effort assembly process since I chose to try to do it alone - but even just getting the pieces out of the boxes took sweat and muscle, and was not much easier when I recruited a friend. Some of the instructions were unclear or actually just wrong. And after all that, I was left with so many huge, heavy boxes that took over an hour to collapse into a giant mound for recycling.

That would have still been worth it if the product quality was up to snuff. Unfortunately I immediately started noticing issues - the wood started staining and fading within the first 2 weeks. I contacted customer service as soon as I noticed and was told to just clean it using the teak care kit - which I had opted to purchase separately but wasn't expecting to have to use just days in. The cleaning also barely helped, and did not prevent more staining or fading. I was also told to purchase the dedicated furniture cover - which is sold separately at a whopping additional $800! and was described in store as just a nice to have, not required. I then initiated a return request, which took almost 2 weeks for the team to begin processing, even when I followed up to make sure it was going to be within the 30-day return window. The process was confusing - my product wasn't even listed as an option, and I was required to return it in original packaging even tho I had already said the boxes were too snug/damaged to fit the pieces back. Then a pickup was scheduled for days I had already said I was out of town, and customer support was not responsive for days, so I had to cancel it. I covered the furniture with a separately purchased cover in the meantime.

When I returned a week later, not only had the staining gotten worse, but mold had started growing all over the seats! I immediately tried cleaning again, but it only helped a little. I contacted customer support again, who again took almost a week to respond and told me I could no longer return the product since it was out of the 30 day window, and repeated the same instructions I had already been following and told them was ineffective. They offered a replacement option but then took another week to respond, with a passive aggressive paragraph about "making sure we take care of our teak". At this point a replacement is not a solution anyway if it's going to have the same issues.

I'm not one to write negative reviews ever, but this was such a bait-and-switch and disrespectful experience, that I have to warn other consumers about how downhill Burrow has gone since the early days - I have two Burrow couches from 2017 and 2019 that I love. I can't seem to leave a product review or get reasonable support from their team for an almost $4k purchase of their newest product. Super disappointing,...

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 quality of seating 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 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...

Keyla was very helpful and friendly in person. I made a purchase at the showroom right away for two separate sets of sofas. The positives end right there. One sofa was delivered and other one never showed up. I have been chasing Burrow customer service the last two weeks for any information about the shipping of the second sofa. First I was given a wrong tracking number for the missing couch which wasn't even shipped. Burrow employee was quick to shift the blame on to UPS which does not make sense because the order status on Burrow says ' shipped/ delivered'. I can get passed that. But then I am constantly promised that someone from the 'internal team' would reach out regarding my second sofa and of course nobody ever does. So I reach out again only to get the same response about someone reaching out shortly. Infact last time the person who responded gave me the old tracking number for the sofa that was delivered and not the one that was missing- clearly clueless!! A good company does not just sell their products but also provide stellar customer service. Why is the burden on the customer to constantly follow up on the status of their order and get canned responses on return? I am hoping that this review will get someone's attention and they will do right by me. Otherwise I have to show up at their showroom again and get an answer that way. Very disappointing, unprofessional, and the reviews about non-existent customer...