“The couch was exactly what I was looking for. It was pretty easy to assemble. The only disappointing thing was that despite saying it would ship in 5-7 days, it took over a month.”
“This sofa is not comfortable as a sofa, but not too bad as a bed. A piece came broken, but Burrow support team took care of it. While this is the first piece of furniture from Burrow below my expectation, the team handled the situation professionally.”
“I ordered a sofa bed from Burrow and when the sofa arrived we discovered that Burrow had not sent on of the necessary boxes of components but had sent two of the same boxes instead. This meant that the couch could not be assembled.
I tried contacting them via their listed phone number but that number was not in service. I also texted them and the auto-response said they’d get back to me within 2 days! An email I also sent to them got an auto-reply that I was in line for someone to respond to me (whenever).
“Azmir” responded to my email finally but his response notably failed to acknowledge or accept responsibility for the mistake clearly made by Burrow, nor did it include any form of apology. Burrow had a singular and fundamental obligation in this transaction: to ensure that the order was fulfilled accurately in accordance with what was paid for, and Burrow failed embarrassingly. To mislabel a drop shipment is inexcusable and shows an unprofessional level of quality control, especially with the lead times involved with their product, which was 7 weeks.
As a result of this error --which lies entirely with Burrow-- “Azmir” wrote it would take an additional 8 to 15 business days for the correct parts to arrive! That is simply an unacceptable level of customer "support". This situation, which followed a prior delay for the sofa order for which they issued a complete shipping refund, reflects a troubling pattern. This was a massive second failure in connection with a single order and now I had to trust that nothing would go wrong with the replacement order.
Burrow's commitment and sincerity with their customer support was an insult me as a customer and in no way supports their business model of a slick, modern, branded look on the web. I suspect behind the scenes this company runs on a shoestring, yet charges premium prices.
No one with supervisor level decision-making authority stepped up immediately to make this right. It took more than a week to have the correct parts finally delivered and it seemed all along that Burrow couldn’t care less (although they wrote plenty of trendy platitudes from their “customer support” playbook script).”
