“Order # 93550. Immediate Action Required: Incomplete Delivery, Lack of Communication, and Installation Delay
Dear Lee,
I am writing to formally document the ongoing issues with my sofa order (Order #93550) and provide some feedback to you as the CEO of this company, especially since I have not been able to speak to a human being or anyone from Burrow that has acknowledged this customer service debacle.
I was motivated to write to you, since I got an email from friends@burrow.com with your name as the sender. I hope you can reach out to me and provide a view on how this could have happened and how this can be fixed, so other customers dont have to go through this in the future.
I have written to WireCutter (New York Times) and let them know the absolute despicable customer service issues right from the point of ordering this sofa, as it was their initial review that convinced me to buy this furniture from you.
I had ordered a Nomad Sofa Sectional Moss Green sofa on Aug 11. I was informed that I should receive the sofa in around 8-10 weeks. Order #93550
For almost 3 months, I heard nothing from Burrow. And throughout this saga there was not one iota of communication that was initiated by Burrow Customer Service. All of the comms were responses (sometimes as late has 24 hrs later) to my inquiries.
Here is a summary of what happened:
On or around November 4, I contacted Burrow to inquire about my order, as nearly three months had passed without any updates. At that time, I was informed there was a delay due to a warehouse transition and that the estimated shipping date would be the last week of December. When I requested a more specific date, I was told the order would ship on December 22.
On December 8, I followed up to confirm whether the order was still on schedule. I was told that the arms and hardware had already shipped. I did not receive any shipping notifications; however, I subsequently received two boxes on separate days around December 13.
On December 18, several additional boxes were delivered without notice or tracking information. All of the boxes were left at the edge of my driveway, requiring me to carry them into the garage and home myself. At that point, I had no way to determine whether I had received all components necessary to assemble the sofa, as there was no communication or documentation provided.
I was later informed that one additional box would be delivered within the next day or two. Since then, I have received two more boxes on separate days. In total, I have now received seven boxes spread across approximately 7–10 days.
Finally, after writing multiple e-mails, I finally haveI confirmation that my order is complete. Now comes the next hurdle. I paid for TaskRabbit installation at the time of purchase. I have been told that installation can only be scheduled once the order is complete. The process of setting this up is cumbersome and one sided. I am completely at the mercy of your dysfunctional customer service and ordering interface to complete this next step.
All communication to date has occurred exclusively via email (I am assuming that the e-mails are being written by chatbots), as there is no phone number or direct customer service representative available to resolve these issues in real time.
At this point, I am requesting the following:
Written confirmation that my full order has been delivered, including a complete list of components.
Immediate guidance on scheduling the TaskRabbit installation I have already paid for.
An explanation for the lack of communication, shipping notifications, and delivery coordination throughout this process.
I would appreciate prompt attention to this matter, as the experience thus far has been both frustrating and unnecessarily time-consuming and ranks easily amongst the worst three customer experiences of my life (the others are probably airlines related).
Sincerely,
Indy Ghosh”
