“I contacted the customer service team and clearly asked Azmir the following:
"I'm trying to build a Range 5-Piece One Arm Sectional with an Ottoman - GREEN MOSS Performance Flatweave with Walnut - Wood legs. We have two pieces already: 1) Corner End Seat and 1) Corner seat
Can you help me to get hold of the 3 remaining seats and 1 Ottoman?"
He replied:
"Before I create the order for you, I just wanted to confirm if these are the items you need to expand your current setup:
- 3 Range Inline Seat Moss Green (Flatweave)
- 1 Range Ottoman Moss Green (Flatweave)"
As the Burrow expert, Azmir should have known that I needed 1 end seat and 2 inline seats, not the 3 inline seats that he advised me to get and that I ultimately ended up with.
Before they arrived I noticed the error and reached out to Azmir, 3 days before arrival, but didn't hear back from him depsite following up each day to avoid the 3rd inline seat being delivered (it was delayed), so that he could be swapped out for the correct end seat.
Not hearing back from him, it finally arrived and I put it together I saw the order was definitely wrong and so I emailed to tell him this and he took no responsibility, blaming me for the error.
The order also did not contain connector legs, only corner legs, which I also explained to him.
His reply to me was: "Regarding the end seat, we created the invoice per your request but if you would like to convert an inline seat into an end seat, you can do so by swapping the back panel. The inline seat uses a Wide Panel with 2 screw holes, while the end seat requires a Narrow Panel with 4 screw holes."
This has been a very disappointing level of service from the beginning to the end. Burrow staff should be better trained on the product that they are selling. They should be taking reponsibilty for their errors, not blaming the customer and finally, helping the customer to get what they paid for. I expect to receive a full refund for this mess up: for the stress, the work I had to do to sort this mess up, and the product I now have in my apartment which is not what I asked for, paid for, and what I needed.”
“The fabric was already pilling on one side of the cushion, as if it was a used return. Also, many parts were missing with initial delivery (legs, connectors, screws), so I had a house full of boxes instead of useable seating on the evening when I had guests visiting. Otherwise, the furniture itself was okay. I'm returning everything I ordered. The jury is still out on customer service . . .”
