Burrow House,

47 Wooster St, New York, NY 10013, United States

"customer service used to be great along with the quality but both have dropped significantly. They quietly made their couches smaller and decreased the quality. The first couch I have from them is fantastic, the later one not so much. Tried to order new legs and was sent the wrong size screws (no popup given or heads up) had to go back and forth with customer service then sent the right size after two months. Ordered new arms on black friday, they were supposed to ship in early December, after a bunch of emails back and forth with support, the last time they answered was early January and promised they'd ship within two weeks. That was 4 weeks ago. Currently on my 4th email to them that's been unanswered."

"Not sure where to begin but to start off the customer service there is none you cannot to to anyone it is all email or text if they even respond to your text. We spent over $2,400 on furniture that would be pet resistant which is what the website says. We have a senior cats sleeps much of the day and after 2 weeks the couch has already had the fabric come apart. The one latch is already broke when we put it together and the back seat cushions the fabric is starting the pull down. The shipping is clunky. After 2 weeks of having this furniture not impressed with the quality or customer service. Make sure you review the return policy before you purchase. We honestly didn’t think we would have had to return it but they won’t take it back because of the pet issues because that is what they take pride it. Absolutely junk."

"I had a great experience at Burrow House and purchasing my sofa. My sales person was extremely helpful. He asked me questions about what I was looking for and how I planned to use the sofa, then suggested the appropriate model (Nomad) and material. There are many comments on line about their sofas being too firm but the sales person had me sit on a couple different sofas (same model) and after the fact advised me that one was brand new (very firm) and one was 3 years old (not nearly as firm but not completely broken down either). Very good illustration of how the sofa will soften up over time. I purchased the sofa for a vacation home and the sales person also went above and beyond to help me time my order so it arrived when I was planning a visit to my home. My only complaint is that the sofa arrive over the course of 2 days (apparently the legs shipped from a different location). It would be helpful if Burrow could ensure that all the boxes arrive at the same time. Set up wasn’t difficult but is definitely a 2 person job. The sofa is beautiful, sturdy and well engineered. I highly recommend the product!"

"First off, let me start with the positives. We got the 6 seat camel leather sectional and it is beautiful. We love the look of it and it looks great in our space. For the most part, it was pretty easy to assemble. Also, I want to give a big shoutout to the packaging team. However here is our biggest DISCLAIMER: The corner base was missing both latches and hooks so we had to get a replacement. At first customer service, wasn’t very fast at responding but when they did, they shipped the replacement very quickly. However, the replacement’s pins for the back seats were a quarter inch off (yes, we measured) and it made enough difference to make the assembly rather difficult. When speaking with customer service, they asked us if we could transfer the latches from the new base to the original base. So flipping frustrating that we bought this $4500 couch and now we have been asked by customer service to repair it. IT’S NOT RIGHT and I wish they had a better online service. I recommend don’t buy this product online. So long story short, ordering online can be a huge risk and the product materials have been painfully inconsistent. We are disappointed and feel so let down with the service provided and will not buy a big piece of furniture from here again."

"I love my Burrow sofa. Huge props to Mike & Hope @ Burrow support for helping me adjust my order. Ended up ordering a second range for my work-in-progress place :) When I checked out the sofa in the store the back was loose and the staff were kind of doing their own thing, but glad I went ahead and ordered online."