Burrow House — Local services in New York

I’ll start with the bad things, and end on a positive note with the good things.

The bad:

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.

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.

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:

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.

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.

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...

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...

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...