“I purchased a Range green moss sofa in 2011 and wanted to add another seat to it. I reached out to the Burrow service team with my original order number asking for help with this and they assured me the new peice would match the original sofa and they sent me the Burrow cart with the seat in it to pay. I paid for it and it arrived and it was a completely different shade of green (see picture). I contacted Burrow who said that the wrong colour was sent by mistake and that they'd send me the correct one. Then they told me I had to return the wrong seat through completing an online form - I did this and received no confirmation or had no follow up for days. I then reach back out to follow up on both my return and to arrange the correct seat to be sent - they then replied that it was sold out and regarding the the return, replied with this response: "At the moment, we’re experiencing some issues with our UPS account and are unable to schedule a pickup on your behalf. We kindly ask that you drop off the items at your local UPS store. If you incur any fees during drop-off, please share the receipt with us, and we will reimburse you."
So now I have a large box in the middle of my apartment with a seat I can't use and no refund in site and over two weeks of stress trying to sort this mess out with Burrow.
Burrow advertises their sectionals as having the abiltiy to add on peices but what they don't tell you is that they change their fabrics so you can't rely on buying an add on seat that matches.
Burrow's return process is a joke - I'm still waiting on my refund. What a nightmare experience!”
