Order placed in May, was supposed to arrive in early July. Never arrived, no communication. When we reached out, we were told we’d get another update a month later - this never happened. After reachin... Toon meer
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Ordered in June, still haven't received it. Contacted support a number of times and got only generic canned emails, no tracking, no real answers, no refund. Three months of waiting and zero accountabi... Toon meer
Bedrijf heeft geantwoord
Sold an item that wasn’t available to ship and I had to track down that information myself. If something isn’t available in the window it shows on your website, you should inform the customer before t... Toon meer
I have mixed feelings about shopping at The Citizenry. On one hand, I genuinely love their products. The designs are beautiful, and I think the quality is excellent for the price. So why th... Toon meer
Bedrijfsgegevens
- Woonwinkel
- ook in
- Bedwinkel
Geschreven door het bedrijf
Artisanal home decor with a soul and story, all Fair Trade guaranteed.
Contactgegevens
Insurance Lane 4619, 75205, Dallas, Verenigde Staten
- the-citizenry.com
2,4
Slecht
258 reviews
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Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 90% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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How are they still in business?
I ordered a rug in early July via Havenly. It is now the beginning of September and the customer service representative at Havenly cannot give me an ETA. I would understand if it was being made overseas, and I had a timeframe for delivery, but the website says it’s in stock and ready to ship.
Havenly did provide a refund, but I wish I’d seen other reviews before I had my heart set on a rug that was never going to arrive.
2 juli 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Lisa, thank you for sharing this, and we're sorry. Seeing a rug listed as ready to ship and then waiting since early July without a clear delivery date is understandably frustrating. If you're still waiting, please reach out to Havenly at hello@havenly.com with your order number, and we'll coordinate with their team to get you an update. We're proud of the work our artisan partners do, and you deserve an experience that reflects it.
Over-priced. Customer service is reprehensible
First, I had to wait for this product a number of weeks. There was little communication from the company. In fact, I wrote to them because I thought they lost my order. It was only then that I was told the duvet was delayed for a few more weeks. They offered to cancel the order, and now I wish I would have done just that. The duvet seems to be made from the same material as the sheets. I was expecting something more substantial for $250 (on sale). I ordered a comforter to fit the duvet, but there really is nothing to secure the comforter and it slipped a lot and made the bed difficult to make. All of these problems were considerably worse after I launder the duvet after one week of use. I realized I was genuinely unhappy with the product and asked for a refund. Even that was a process as they "looked into it." Two or three days later I was told that I was outside the 30 day return window. If I needed anything else, however, they would "love to help." I liked the sheets, and I tend to stick with a product when I like it, but the service is even more important. I will not spend any money with The Citizenry again. They have lost my business.
25 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Keith,
Thank you for taking the time to share this. We’re sorry the duvet didn’t meet your expectations, especially after waiting longer than expected and having to reach out for updates.
We also understand how frustrating it is to realize a product isn’t working for you and then feel disappointed by the return experience, too. We appreciate your feedback around the duvet design, the communication, and how this was handled by our team.
We’re glad to hear you liked the sheets, but we’re sorry this experience left you feeling like you wouldn’t shop with us again, and we’ll be sharing your comments with our team.
My sheets are too big huge
17 augustus 2026
Antwoord van The Citizenry
Hi Olga,
We’re sorry to hear that the sheets weren’t the right fit. If you’d like help reviewing the sizing or any available options, please reach out to us at assistant@the-citizenry.com with your order details. Our team would be happy to take a closer look.
Delayed shipping and nonexistent customer service.
I placed an order for a duvet cover, and two weeks later, it still had not shipped. I called their customer service phone number but you cannot speak to a live person. They instead give you an email. I emailed them to inquire about my order and no response after 3 days. I email them back to cancel my order, and after a week no response. Terrible customer service to say the least. I've gone ahead and submitted a claim with my bank. Do not buy here.
14 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Dan,
Thanks for taking the time to share your experience, and we’re sorry to hear that it was so disappointing.
You should have been able to get a clear update on your order and cancellation request without having to follow up multiple times, and we definitely understand why the lack of response left you feeling frustrated.
We appreciate you sharing this feedback with us, and we’ll be passing it along to our team as we continue working to improve communication around delayed orders and support follow-up. If there's anything else we can do to support you, we hope you won't hesitate to follow up with our team at assistant@the-citizenry.com. We're always happy to help.
Bought a linen bed sheet set from them
Bought a linen bed sheet set from them. Only received the fitted sheet, they did not send the flat sheet or pillow cases. Asked to return for a refund, which never came. So I contested the charge on my credit card. Had to provide all the proof I had actually returned the sheet. Finally got my account credited, but was a bad experience. Do NOT recommend them.
7 mei 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi there,
Thanks for taking the time to share your experience, and we're sorry for the frustration. An incomplete order should never require a chargeback and proof of return just to get your money back.
We're glad your account was ultimately credited, but a resolution that difficult isn't one we're satisfied with, and we'd welcome the chance to look into what happened with your order if you're open to it. Please reach out to us at assistant@the-citizenry.com with your order number, and we'll take it from there.
Order was not processed until I…
Order was not processed until I contacted. Order delivered to wrong house because label inadequately printed with tiny type. I ordered sheet set and got a duvet cover.
10 augustus 2026
Antwoord van The Citizenry
Hi Judith,
Thanks for taking the time to share your experience. We’re sorry for the mix-up with your order and for the frustration this caused.
Our Customer Experience team let us know that they followed up directly and confirmed that the order was shipped to the address provided, but we’ve also flagged your concerns about the delivery and label presentation for review. We also understand that your order did not arrive as expected, and our team has shared that issue internally as well.
Since the return has already been started, your refund will be processed once the item arrives back at our warehouse. We appreciate your patience while this is being resolved, and thank you for considering The Citizenry for your home.
Awful customer service
17 augustus 2026
Antwoord van The Citizenry
Hi Anne,
Thank you for taking the time to leave a review. We’re always looking for ways to improve, and feedback like this helps guide that work. If you ever want to share more about your experience, feel free to reach out directly to assistant@the-citizenry.com. We'd love the chance to learn more.
Antwoord van The Citizenry
Thank you so much for the kind words, Jose! We're so glad our team could take great care of you, and we'll be sure to pass this along to them.
Delay in getting product after I waited…
Delay in getting product after I waited 10 business days and no time frame to find out when it will be delivered it could be another 10 business days. No phone number to talk to a real person. I cancelled my order
17 augustus 2026
Antwoord van The Citizenry
Hi Lorenzi,
Thanks for time to share your experience, though we’re sorry to hear that it led you to cancel your order.
Having to wait without a clear delivery timeframe is frustrating, especially when you’re trying to get a straightforward update and don’t have the option to speak with someone by phone. We agree the communication should have felt more helpful than it did here, and we're sorry that we dropped the ball.
We appreciate you taking the time to share this feedback, and we’ll be passing it along to our team.
Terrible customer service. Dont waste your time.
If I could, I would give zero stars. I ordered linen bedding in June and never received any follow up from customer service for delivery. I have reached out numerous times to follow up. It is now over 60 days and I still have not received the items ordered nor have they been able to provide a definitive date as to when they will be available. I am constantly told someone from management will follow up but that has not happened. They offered me a $30 credit on an a $1,000+ order with still no time frame for delivery. What a joke.
17 augustus 2026
Antwoord van The Citizenry
Hi there,
Thanks for taking the time to leave a review. We’re sorry this was your experience after placing such a large order with us. Waiting so long without a clear delivery date is frustrating, and we agree that the follow-up should have been more consistent along the way.
A small credit doesn't make up for the uncertainty or the time spent trying to get a more definitive update, and though our Customer Experience team has since canceled and refunded your order, we’re still sorry for the disappointment this caused. We appreciate you taking the time to share this feedback with us.
Very disappointed that I still have not…
Very disappointed that I still have not received my complete order placed in May. I’m still waiting for the bedsheet set!
Too bad, because I really like the linen pieces received so far, but with such delay, and concerns about differences in dye batches, I’m not inclined to order again.
17 augustus 2026
Antwoord van The Citizenry
Hi there,
Thanks for taking the time to share your experience. We’re sorry your full order still hasn’t arrived, though we’re glad to hear you’ve liked the linen pieces you’ve received so far.
We understand how disappointing it is to still be waiting on the rest of your order, especially with concerns about everything feeling consistent once it arrives, and we’re thankful for your patience while this is being resolved. We appreciate you sharing this feedback with us!
Too many things have been out of stock…
Too many things have been out of stock for months. I’ve been trying to get a full set of towels for 6 months!
17 augustus 2026
Antwoord van The Citizenry
Hi Kellie,
We're sorry to hear that the towels you've been waiting on haven't come back in stock. Keeping stock levels consistent is something we're always working to improve, and feedback like this helps us prioritize our focus. We hope to have them back in stock soon, and you can always sign up for in-stock alerts from the product display page on our site to be notified when they're available again.
Ongoing problems
I ordered a rug on 6/21 and after getting no shipping date within the 6 week window, I readched out for an update. The agent cited unspecified delays and asked me to wait. I waited a few more weeks and asked for another update, and the agent said he recommended I cancel for a refund and he was sorry. That was 2 weeks ago and I have not recieved a refund, so I reached out to again. This time, the agent said there is a backlog of cancellations that happened after a "system update" that I should keep waiting for an unspecified amount of time. This is one of the most unprofessional experoences I have had, and I am only giving it 2 stars because the customer service agent has been polite throughout. If I don't receive an refund by the end of the month I will start a claim with the office of the attorney general for Texas, which is annoying, but I can't see any other way to hold this company accountable.
17 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Elizabeth,
Thanks for taking the time to leave a review. We appreciate you acknowledging that the team member you worked with was polite, but we know that doesn’t make up for being left without a clear delivery update or refund timeline. Once cancellation becomes the recommended next step, the refund process should feel straightforward and timely from there, and we're sorry that hasn't been the case here.
That said, our team would really like the chance to make things right, and we've sent you a request for additional information so we can locate your account. Once we have that, please be on the lookout for a follow-up from our Customer Experience team.
We know this doesn't undo the frustration you've already experienced, but we hope to have the chance to turn things around and restore your confidence in us. We truly appreciate your patience.
Viet in the Soho Flagship Store is the Best!
It took three email exchanges with Haryl (with whom there was a misunderstanding), two web searches and three calls to numbers which led only to an automated message about using email to contact "Customer Service" to reach a human being who could actually address the issue: that person was Viet. He's located at the only brick and mortar store that The Citizenry has, and he was fantastic. He understood the frustration, and then he solved the problem by shipping the item directly from the store in New York. Without having reached him, I might not have ever returned as a customer to the store because customer service is otherwise too dysfunctional.
14 augustus 2026
Antwoord van The Citizenry
Hi Hanna,
Thank you for taking the time to share this, though we're sorry it took so much effort to get connected with someone who could help.
We're very glad Viet was able to step in and find a solution. He clearly made a real difference in your experience, and we'll be sure to let him know. We'll also be sharing your feedback about the difficulty getting support before that point, since that's important for our team to hear.
If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to assistant@the-citizenry.com!
Months of Delays, No Accountability: A Disgraceful Customer Experience
I’m extremely disappointed by my experience with Citizenry. After doing some research, it’s clear that many other customers appear to be dealing with the same issues—significant shipping delays, unfulfilled orders, and little to no proactive communication.
Delays can happen, but leaving customers waiting for months without meaningful updates is unacceptable. Customers shouldn’t have to repeatedly chase a company for basic information about an order they’ve already paid for.
What makes this especially disappointing is that I was referred to Citizenry by a high-end designer I work with, and I trusted that recommendation. Based on this experience, I will be making sure they are aware of what happened and will strongly recommend that they no longer use or refer Citizenry to their clients.
This feels less like an isolated issue and more like a broader problem with communication, fulfillment, and accountability. I’m bringing this directly to you because this level of customer service seems completely inconsistent with the reputation Citizenry is trying to build. Zero stars
15 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Mike,
We’re sorry this experience has left you feeling this disappointed in The Citizenry, especially after coming to us through a designer’s recommendation.
You’re right that delays can happen, but customers should not be left chasing basic updates about orders they’ve already paid for. We appreciate you taking the time to call out how the communication and follow-up have felt from your side, and we’ll be sharing this feedback with our team.
If you still need support with an open order, please reach out to us directly at assistant@the-citizenry.com with your order details so our team can take a closer look and help from there.
My order was sent to the completely…
My order was sent to the completely wrong address in a completely different state. And it impossible to get in touch with anyone from customer service to fix the issue.
13 augustus 2026
Antwoord van The Citizenry
Hi Lauren,
We’re really sorry for the mix-up with your order and for the frustration of trying to get help while it was sent to the wrong address.
Our Customer Experience team has reviewed this and confirmed that a full refund has since been processed. We know that doesn’t undo the inconvenience, but we’re sorry this happened and appreciate you bringing it to our attention.
Poor customer service
I submitted an order on July 11th and my card was charged, but no tracking details were provided. After inquiring about the status, customer service stated the order would ship in late July. That date passed without any updates or shipment. Communication with this company is extremely difficult—phone support directs callers to email, the website chat function is non-operational, and email inquiries require multiple follow-ups only to yield vague, unhelpful responses.
13 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Kristi,
Thank you for bringing this to our attention. We sincerely apologize for the lack of clear communication around your order and for the frustration this experience has caused.
We’re also sorry that getting assistance has felt difficult. Our Customer Experience team should be providing clear next steps, and we understand why repeated follow-ups without a meaningful update would feel upsetting.
That said, our team would really like the chance to make things right, and we've sent you a request for additional information so we can locate your account. Once we have that, please be on the lookout for a follow-up from our Customer Experience team.
We know this doesn't undo the frustration you've already experienced, but we hope to have the chance to turn things around and restore your confidence in us. We truly appreciate your patience.
Great service
I'm grateful for my Trade team at the SoHo store, especially Viet! They always go above and beyond.
4 augustus 2026
Antwoord van The Citizenry
Hi Anastasia,
Thank you for sharing this! We’re so happy to hear Viet and our SoHo Trade team have made such a great impression.
Going above and beyond is exactly the kind of experience we hope to provide, and we’ll be sure to share your kind words with the team!
I ordered my sheets in June with a ship…
I ordered my sheets in June with a ship date of late July. I never received updates. I reached out in the first week of August. I was told they had no answers. I reached out a second time to no answers and no sheets. I have now requested a cancelation… they responded with sending that on for a cancelation and an apology with no real customer service. They have not been “canceled” just yet.
11 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Amber,
Thank you for taking the time to share your experience. We’re sorry to hear that your sheets didn't ship within the expected window and that you were left without clear updates along the way.
When an order is delayed, the follow-up should be proactive, and we understand why an apology without a clear resolution still feels frustrating.
That said, our Customer Experience team has confirmed that they've reached out to our fulfillment team to confirm the cancellation of your order. They’ll follow up as soon as they receive confirmation that the cancellation has been completed, along with the refund details.
If there's anything else we can do to support you, we hope you won't hesitate to follow up with our team at assistant@the-citizenry.com. We're always happy to help.
Ordered a sofa that was never even built and then strung along for 8 months
TLDR: Ordered a sofa and the company strung me along for 8 months and finally just refunded me my money.
Ordered a sofa from them with an expected delivery of 3 months. After 3 months, I reached out and they proceeded to give me a discount for the delay. 3 months, became 4, which became 5 and so on....Now at 8 months, I came to the realization and through their customer service person Haryl that the sofa I ordered was not even built or ever even produced. For all that rigamarole, the least they could do would be to turn the discounts into a gift card for my troubles.
So the Citizenry took my money for 8 months and had me send multiple emails and follow ups just to get my original money back. Terrible customer service and one of the worst companies I've ever dealt with. Their whole brand ethos is a sham and will never buy anything from them again.
6 augustus 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Ritin,
Thank you for taking the time to share your experience. We're sorry this order took so long without the clear resolution you should have received much sooner.
A full refund has been processed, though we know that doesn't make up for how things went, and we're sorry it fell short in the ways it did.
If you'd like to share any additional concerns about your experience, please reach out to us directly at assistant@the-citizenry.com to talk further. We'd welcome the opportunity to do so.
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