“This is my second purchase from Burrow. The first one was perfect and I used in my smaller apartment for 5 years. I wanted to buy a bigger one when I moved to a larger condo. When my couch arrived, it was missing a bag of hardware. After spending over a week waiting on a response, the customer service rep shipped me a new box of hardware. Despite sending an exact picture of what I needed, and telling the rep that I didn't think that the box he shipped me was going to have what I needed, they sent it anyway. It arrived and sure enough didn't have what I needed. I emailed again (starting a new conversation to try to find a new rep to solve my problem), but was assigned the same rep. After waiting another week for an answer (and having to email again to make sure my query was resolved), he sent me another box of hardware. This one had some of the parts I needed, but the bolts were too short to actually connect the couch. I sent a picture of the exact bolts I needed and showed that the ones that were sent were too short. This time, when I received a response, the rep told me to go to a hardware store to buy the bolts since they didn't have the right ones in inventory. This is frankly shocking and unacceptable from a brand that sells nice furniture. It's been 5 weeks since I ordered the couch, 4.5 weeks since it arrived, and I still haven't been able to set it up. I won't be buying from the brand again.”
“Extremely difficult to assemble! The workmanship is the issue that made it super annoying to install connectors. Spent 2.5 hours in total for 4 pieces”
“Quality Sofa! I love the balance between the firmness and comfortability. The no tool set up was nice and easy just took some time with all the turning. But what kind of furniture doesn’t have any set up time right? I think burrow did an amazing job with providing the simplest way of setting up. I feel like they were really thinking about the customers and how they can make the set up as less of a hassle as possible and I think they did a great job!”
