Burrow House — Local services in Los Angeles

THE STARS REFLECT OUR EXPERIENCE AT THE SHOWROOM ⭐️⭐️

We’ve been Burrow customers since 2019 and genuinely love the brand. Most of our furniture comes from Burrow, and we’ve always been impressed with the quality, design, and comfort. So when we heard a store was opening in LA, we were really excited to finally see everything in person before buying.

We visited shortly after the store opened, but unfortunately, the experience didn’t live up to our expectations. The staff at the time didn’t seem very engaged—mostly focused on their computers, and no one approached us to ask if we had any questions or needed help. It was disappointing, especially given how excited we were.

It's been a while since that first visit (and truthfully, that first impression lingered), but we decided to give it another try last week as we wanted to try out some couches in person before ordering online. Sadly, the experience was similar—again, the energy in the store felt low and unwelcoming. A younger staff member appeared to be in a bad mood, kept to his computer, and didn’t acknowledge us at all.

The bright spot, however, was an older woman working that day. She was incredibly kind, attentive, and helpful—answered our questions, offered insight, and made us feel welcome. Her warmth and professionalism really stood out, and we were so grateful for her presence.

We usually don’t leave reviews, but because we genuinely love Burrow as a brand and have had such great experiences with the products themselves, I wanted to share this in hopes that future visits to the store can be more consistently positive. A little more attentiveness and energy from the team would...

Good luck figuring out when your couch will arrive and don’t count on customer service to back up what they told you. Horrible and unacceptable customer service.

The website said it would take 4-6 weeks to arrive but a customer reviewed on the website for my exact couch that she got her couch in a few days and she lives 2 hours away from me and wrote this review a week prior to me visiting the store in LA. I reached out to customer service the day I visited to clarify the shipping time because the couch couldn’t get to my new apartment before my lease started. The rep said 2-4 weeks. I waited to purchase the couch based on this. Then the day I went to purchase the couch I confirmed again and the rep said once again the same day that it was 2-4 weeks. The automated confirmation email, which I also received the same day, said 4-6 weeks so I reached out to customer service again to clarify and was told it’s 4-6 weeks and there is nothing they will do about it. So I’ll likely be sitting on a folding chair for weeks longer than I would need to had I not relied on the misrepresentation of their customer service and I’ll have to buy more folding chairs for my family coming to town.

I don’t believe there is nothing the company can do. Even accepting they couldn’t adjust the shipping time you also can’t give me some of my money back or at least offer me a discount on a future purchase?

Original review: The sales person was very helpful, we found a couch we will buy. Careful though some are quite firm so it’s good they have a showroom so you...

All of these other reviews have got to be jokes, right? This was easily the worst customer service experience I've ever had. We visited this store, looking for a new couch. The entire store was empty except for the one employee stationed behind the main desk. He never once lifted his head from his laptop, instead focused completely on whatever YouTube video he was watching. We were OK shopping around ourselves, but there were no details about any of the products shown anywhere, not even price tags. When we finally asked him about prices, he seemed annoyed that he had to pause his video. What's astounding was that he had no idea about any of the prices and had to look them up online. Trying to get more details about the products felt like pulling teeth, so we abruptly left.

This was actually the second time we had such horrible service! We visited this same store last year. Again, we were the only customers, but that time there were multiple employees, and no one seemed interested in doing their jobs at all, instead just chatting among themselves and completely ignoring us.

There's no reason to waste time on a business so uninterested in doing business. After we left, we stumbled across a store next door called Interior Refine, which we were unfamiliar with. But they gave us exquisite service (and also had much higher quality products for about the same price as Burrow). We ended up buying a couch from there instead.

It just blows my mind that Burrow can stay in business when all of their employees seem so antagonistic to...