Burrow Reviews 

It's fine as a guest room couch but do not make it your primary couch.

The delivery is fine and assembly is easy. The product, couch, is not comfy at all. It is better as a pull-out. But for just sitting, the back and side cushions are over stuffed and hard, the top cushion you sit on slides forward and is also very hard.

The couch is a lot more pleasant as a pull-out bed. The interior cushions are softer and we set the hard over-stuffed cushions to the side in place of extra bed pillows. The bed set up makes for a better seating area for lounging, which is disappointing for a couch.

My credenza is a beautiful piece of furniture in every way — it was really easy to assemble, has lots of space, the doors operate extremely smoothly, and it looks amazing. Couldn’t be happier!

Didn’t answer my questions and took a very long time to respond. Would not recommend to anyone

There were many boxes that had to be coordinated through the shipping process, and we received them all in a timely manner. The product is also very good quality.

Packing was impeccable and assembly was a breeze. Quality of materials very good as well. But unless you can take advantage of special sale prices, the value decreases.

Great experience with Burrow. When I had a problem with table I ordered, they quickly responded and rectified the situation. Good to know they stand behind their product.

The style and ease of putting the entire couch together was great. If I lived alone and didn’t use a couch much, I would get another Burrow. However, the January purchased Burrow has quality issues, and we already have to toss the couch and purchase a new one. It’s really unfortunate that it only lasted about 9 months.

Love your furniture. Have bought sofa and credenza. Both quality pieces.

The pros: ability to assemble the couch and chair ourselves and not have delivery men come in the house. The customer service staff once you get a hold of them
Cons: customer service is through email, I like to verbally be able to talk with people. The fabric we ordered collects pet hair line nobodies business. Exhausting trying to get the pet hair off. The cushions are not holding up over time. They started very firm but not so much now.

Product was so easy to assemble. Exactly what I hoped for.

Great pull out couch

Arrived quickly and on time, great quality product. Durable and looks great!

Beautiful furniture, shipped fast, easy to assemble

Had missing parts not once but twice.

AI customer service sucks too.

We've ordered from Burrow before and were pleased, but lately we're incredibly disappointed. We ordered a simple leather ottoman that was marked as "clearance" in late January 2026. Got an update that the 3-5 day shipping was now a 2-3 month shipping due to a "manufacturing delay." What company manufactures clearance items?? So that seemed like false advertising to me.

Long story short, fast forward to now (November 6th, 2026). Still no ottoman, and it's back on sale on their website: "Warehouse Sale." As if they have these laying around and they're blowing them out. "Estimated shipping 16-18 weeks." If only.. Had mine shipped in 18 weeks, I would have had it 22 weeks ago.

My wife and I are looking forward to celebrating the 1-year anniversary of our ottoman order. Unfortunately, it looks like said ottoman won't be in attendance.

The couch legs are crap.

I never received the ottoman that was in my order. Not once did customer service reach out to me. After 8 months of chasing you guys I finally gave up, it’s too bad cause I like your product but I don’t think I can ever order from burrow again, you obviously don’t care about your customers or at least this one.

Span modular sleep sofa, charcoal fabric—a six-month misadventure to finally arrive at a spectacular, almost perfect design piece for my too-small living room. The sofa is everything I wanted it to be—comfortable to sit on, better than the traditional pull-out sofa bed to sleep on, and a look of sophistication, good design, and precision engineering. I ordered the sofa at their NYC brick-and-mortar store—I'd been trolling it for months, wanted to touch, sit, lie down—early July—Burrow overcharged me $500+. No refunds, but a store credit and a Russet ottoman (that's another story). A wiser woman would have known then: cut your losses . Get a refund. I didn't, and until 5 months later, with enough tears to warrant a Hallmark special, and back and forth with Havenly, Burrow's parent, customer experience bots,a few, maybe real people, I was promised my couch and ottoman for mid-November. I promised small claims court if it didn't arrive. And arrive, it did. Unannounced, untrackable, and like the Russett ottoman, delivered 3 weeks early, also unannounced, in a box that had been opened multiple times and haphazardly taped, and guaranteed to arrive with the couch. Instead, on October 27th. Six boxes arrived. The seventh, crucial box with the directions, didn't. My expensive furniture assembler who opened all the boxes noted the missing shipment--we called the store--the only live phone number--"Oh, you're missing the arms? I'll alert them, and they'll be in touch in 48 hours." And miraculously, I got a notification from USPS, not UPS, which had been the carrier for the six, that I could expect a shipment Monday. The pretty photos on the website show a delivery service bringing in manageable boxes, they aren't, and unpacked and stacked, they were like a fortification barricading 2/3 of the living room. My assembler, the amazing Rod, whipped out the directions, took a look, laughed at the no tools--asked me if I really wanted to pay him for twisting and joining pieces by hand, a time-consuming exercise, and went to work, drill in hand—2 hours later we had a stunning couch and a realization that this is not like assembling your child's Christmas bike, no matter what Burrow's misleading directions. But I learned that misleading, obfuscating, and confusing are built into Burrow's corporate DNA. Fair enough, they did give me a small payback for the delays, and I'm convinced the bots/live customer experience people know very little about production and fulfillment operations. They may have been as frustrated as I was. Bottom line: the sofa was exactly what I wanted and hoped for, but Burrow and its parent, Heavenly, were not. Too bad, in a zero-sum game, no one is a winner

I was given a gift code over the phone and it never came.