“The couch itself is very comfortable and set up was easy. I had visited a showroom in NYC before purchasing online, so I knew what I was getting and the product was exactly as shown in store. That being said, the customer service from Burrow left me unimpressed and frustrated. The product was shown online as "In stock and ships in 2-5 days from purchase". The couch actually took three weeks to arrive and in separate shipments. Trying to contact customer support is difficult, no phone number to call and live chat is not actually live. I had to use email for all communications and it took them days to respond each time. What was even more frustrating was the customer support agent kept saying "good news your order is on track" but then would give me a new ETA for delivery that was well beyond the expected shipping time, and further delayed from their last update. No tracking email sent when the couch was actually shipped too.
For a $2000 couch, I would expect better. If I need to wait weeks for a couch, I'd just go to West Elm or somewhere else similar.”
“I bought the 3-seat sofa for my mid century modern home. I like the look and the fact that the black fur from my two cats is easy to remove. My reservations are that it isn't the coziest of sofas, but I thought it would provide better support for my back. Also, the cushions get flattened from people sitting on them a bulge. I don't really care for the appearance, but I can plump them up.
I noticed this at the showroom and they showed me how to reshape them.
I probably wouldn't buy this sofa again even though it fits the style of my house and the price was excellent. Delivery was faster than promised!”
“We have had our Union 3 seat sofa in crushed gravel color for 4 months now. Things we like: The crushed gravel gray is a really pretty color. We like that you can flip all the cushions (seats and back) to help it hold its shape. We like the fabric, it’s very smooth and soft and hasn’t pilled. And so far the few tiny spills on it from our kids have been easy to clean off.
Things we DO NOT like: This couch almost immediately became lumpy in appearance. All the cushions became so misshapen. So if you’re looking for a couch that holds its cushions shape nicely, you won’t like this one. You have to constantly flip the cushions to keep it from become so lumpy and sunk in looking. This is also a very FIRM couch. Even after 4 months of sitting on it, some days it still catches me by surprise on how hard it’ll feel when I go to sit down. Not a huge deal breaker but worth noting. It’s a pretty deep seated couch as well so that has made it hard to get comfortable? The backing is sort of low so with the seats being so deep, you have to slide your bottom to the end of the seat in order to actually recline back and rest your head. This couch was also really annoying to get together. The side arms would not lock into place as directions said and it took 4 people and a ridiculous amount of effort to get them on. We honestly thought we weren’t going to be able to do it.
Overall, it’s a decent couch. Not super happy with how frumpy is appears now but oh well.
(Tried to attach a photo but the review would not publish once I attached it.)”
“To start, the Union sofa looks and feels great. It has an excellent modern appearance in my apartment while also looking like a cozy space. And the firmness level is exactly what I was looking for, something that provides support while still being comfy to lounge on for long periods of time. However. Putting this couch together was a bit of a nightmare. The first trouble came with attaching the seat to the seat back, where I found that the bolt holes had been machines such that they didn't align. One was so out of alignment that I had to drill an extra hole thru the plywood. Next came attaching the seats and arms together. The lever locking mechanism is clever, but unfortunately poorly executed. The locking pin is so far recessed that it requires one person to push the couch against the wall with all their might while another closes the lever in order to lock, which makes one-person assembly nearly impossible. Additionally, the locking lever on one of my arms was broken, so I had to have entirely new arms shipped to me (since the lever couldn't be sent by itself), and now need to dispose of the old arms since they can't be shipped back.”
“Couch is really nice, but assembly was awful. Took me 6+ hrs on/off with several of the pieces/holes not matching up. I had to jam screws in from the side in order for them to fit, use a wrench and several other tools to make it work, and then my final piece (arm rest) was broke inside and had to order/wait another week for a replacement.”
