Late delivery and no customer support via phone
I ordered an ottoman on 10/07/25 on Burrow.com. The website indicated the item was in stock with shipment in 2-5 days. I contacted customer support via email (they have no phone number) on 10/14/25 as the item had not shipped. I received an auto-response that it could be 2-3 days before I would get a real response.
On 10/16/25 customer support replied “Due to changes in our partner’s production and shipping schedule, your order is now expected to ship in late October to early November.”
On 10/29/25 a box labeled “Ottoman” was delivered by UPS but it only contained the ottoman cushion and not the legs.
On 10/29/25 I contacted customer support via email because tracking indicated that a second package from Burrow had been returned to sender by the USPS. USPS does not deliver to my address, and I have no idea why Burrow thought it was okay to ship something via USPS when their website says they use “normal delivery networks like UPS.” I once again received an auto-response that it could be 2-3 days before I would get a real response.
I now know to check even supposedly reputable sellers like Burrow to see if they have phone or chat support at the very least. I won’t buy from Burrow again unless they prove they can resolve this in a timely manner with adequate compensation.