I ordered a rug on July 31 with a quoted 2–4 week delivery. No one told me about the delay until I asked. I cancelled on Aug 17, but only learned on Sep 9 that the cancellation hadn’t gone through... Toon meer
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Lees wat reviewers zeggen
I had a terrible experience with The Citizenry. Items I ordered were listed as in stock on the website, only for me to discover that they were not. Despite having already charged my credit card, t... Toon meer
i ordered online a set of Siena linen sheets and extra set of olive linen pillow shams. Then i panicked because the week before i ordered linen sheets from a site on Instagram and they were from Allau... 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
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
2,3
Slecht
265 reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 84% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
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.
Never in stock despite website claims
After over six months of waiting I never received my nightstand, which showed in stock on the website. When I finally decided to cancel my order it took disputing the charge through my bank to get my money back. Company seems like a scam overall.
20 juli 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Sara,
Thank you for bringing this to our attention. We're sorry for how your order was handled, and acknowledge that this falls well short of the standard we hold ourselves to. An item should never display as available if it can't be fulfilled, and a cancellation should never require a bank dispute to resolve.
We regret that this was your experience with us, and if you ever want to share more about your experience, we'd welcome the chance to hear it. Feel free to reach out directly to assistant@the-citizenry.com. We’re always looking for ways to improve, and feedback like this helps guide that work.
In Stock Notices Not Accurate
UPDATE: I have been communicating with their customer service and relayed all of this. They have been no help and seem to have zero insight into their own inventory -- was told last month it would ship late July, now they cannot even give me a ballpark ETA. There are heat waves in California and I need to sort out summer bedding. It's infuriating. And I went through the same exact thing last summer! My bedding is all from The Citizenry (and I like the product!) so I was hoping to get a summer quilt to match...
***
I have been trying to get the same quilt from them for two years. Their in-stock notices are never accurate and their customer services lies and blames "unexpected delays." I ordered this same blanket THREE TIMES and each time with same exact issue.
27 juli 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Rebecca,
Thank you for reaching out, and we're sorry for the frustration this has caused. Ordering the same quilt three times over two years and running into the same issue each time is genuinely disappointing, and not the experience we want you to have with us.
That said, we'd like to look into what's happening with the stock and communication on this specific item, because a pattern like this points to something we need to correct on our end. Please reach out to us at assistant@the-citizenry.com with your order details, and we'll look further into the availability of the quilt and any options that may be available for your order.
Believe the negative reviews
Believe the negative reviews. This company’s customer service is nonexistent. Purchased bedding - duvet set and sheet set - only the former was delivered (thrown into a cheap black plastic bag with no invoice / receipt). I never received the sheet set. It’s been 5 weeks since I placed my order. When I called customer service to inquire about status, the automated message directed me to send an email. I emailed multiple times (no fewer than 4) over the past several weeks, seeking an update on the missing sheet set. No response - not even an acknowledgment of my follow-up queries. I finally gave up and requested my bank to cancel the charge. What a huge disappointment.
11 juli 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Rachelle,
Thank you for sharing this. We’re really sorry your sheet set never arrived and that your follow-ups went unanswered for so long.
A missing item should not take multiple emails to resolve, and we understand why you felt you had no choice but to dispute the charge after several weeks without an update. We’re also sorry that the packaging and lack of order documentation added to the frustration.
That said, we’d still like the chance to look into what happened and make sure this is fully resolved. We’ve escalated your request, and a member of our customer experience team will be reaching out shortly to assist further and provide clarity on next steps. We appreciate you bringing this to our attention and giving us the chance to follow up properly.
Antwoord van The Citizenry
Hi Catherine,
Thank you for the kind review! We’re so glad the return and exchange process felt easy, and that our team was able to help quickly along the way. We really appreciate you sharing your experience!
The product came faster than expected…
The product came faster than expected and was exactly as described. The shipping was great wi r hh every step of the way explained and I was notified including customs.
30 juni 2026
Antwoord van The Citizenry
Hi Mary,
We’re so glad to hear that your order arrived faster than expected and was exactly as described.
We also love knowing that the shipping updates were helpful along the way, especially with customs.
Thanks for sharing your experience!
Antwoord van The Citizenry
Thank you so much for taking the time to leave a review, Leeza! We’re so glad to hear that you had a great experience with our customer service team, and we really appreciate the kind words!
Ordered a sheet set
Ordered a sheet set, duvet cover and shams on 6/7. After 2 weeks of not receiving anything I had to follow up. The duvet cover was out of stock and I was refunded the amount. Meanwhile the shams came. Sent them back and did receive a refund. The sheets arrived 7/5. Almost a month. I had to follow up on them also.
30 juni 2026
Antwoord van The Citizenry
Hi Sandi,
Thank you for taking the time to share this. We're sorry it turned into such a frustrating process, especially with part of your order becoming unavailable and the rest arriving in pieces over time.
We're glad the duvet and returned shams have since been refunded and that your sheets have made it to you, but we know that having to follow up for updates along the way made everything feel harder than it should have been.
We really appreciate you sharing this with us, and we'll keep working to make our order updates clearer whenever availability or timing changes.
If there's anything else we can do to support you, we hope you won't hesitate to follow up with us at assistant@the-citizenry.com. We're always happy to help.
If I could give zero stars I would
If I could give zero stars I would. Do not buy from them. I ordered a sheet set. It took a month to arrive and when it arrived, I only got the fitted sheet, no flat sheet, no pillowcases ….mistakes can happen and that’s understandable so I attempted to call. They do not take phone calls you have to email them and they ask for a couple days to respond that was three weeks ago and several emails ago. They have yet to respond so I spent $300 on one fitted sheet!! Bad company, bad customer service! BUYER BEWARE! You have been warned! And now they’ve blocked have blocked me so I can’t comment on their facebook ads, PATHETIC!
18 mei 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Chris,
Thank you for sharing this. We're truly sorry your sheet set arrived incomplete and that getting help has taken this long.
We looked into what happened, and this was tied to an inventory issue that has since been corrected. Our Customer Experience team has been looped in and will be reaching out to you directly to make this right!
We also hear you on how frustrating it is to try to resolve something quickly without phone support available when you need it, and that feedback has been shared with our leadership team, so the pain points here are on their radar.
We really appreciate the chance to turn this around for you, and someone will be in touch soon!
Extensive choice of beautiful products…
Extensive choice of beautiful products for your home. I am impressed by the quality and aesthetic. Thumbs up
2 juli 2026
Antwoord van The Citizenry
Hi Maurizio,
Thank you so much for sharing this! We’re so glad you’re enjoying the selection and that the quality and aesthetic have made such a great impression.
It means a lot to hear that our pieces are resonating with you, and we hope that you enjoy them for years to come!
Never received order
I am being honest. I ordered and never received my sheets. The total amount was over $350.00. I sent them all related documents, and they sent me a $15 refund for what, I have no idea. I have contacted them several times and no reply. Please refund me my money or send me the sheets.
1 juli 2026
Antwoord van The Citizenry
Hi Erwin,
Thank you for sharing this. We're sorry for the confusion and for the frustration the delay caused.
Just to clarify, the $15 refund was a gesture of goodwill for the wait and inconvenience, not a replacement for the sheets themselves. We did want to share that tracking now shows your order as delivered, so hopefully your sheets are already settling into your home.
If anything doesn't look right or you still need a hand, just reply directly to your active support thread, and our Customer Experience team will be glad to help from there!
Unacceptable & done w the citizenry.
Second time in a row I’ve been bombarded with marketing and spent money for items that they could not fulfill even thought it was labeled in stock and ready to ship. Unacceptable - I will not be purchasing from the citizenry anymore. Too many other great companies out there who can fulfill the orders made.
1 juli 2026
Antwoord van The Citizenry
Hi Betsy,
Thank you for sharing this. We're really sorry this happened again, especially after you placed an order based on items being marketed as available.
When our site shows something as in stock and ready to ship, that should mean it's on its way to you. We're working to tighten up our inventory accuracy so what you see reflected at checkout is accurate.
We also agree that receiving marketing emails while you're still dealing with an unresolved order only adds insult to injury. We're sorry for the frustration, and your feedback has been shared with our team as we keep working to improve our order communication.
If there's anything else we can do to support you, we hope you won't hesitate to follow up with us at assistant@the-citizenry.com. We're always happy to help.
Had a very difficult time communicating…
Had a very difficult time communicating phone calls nor emails were returned items stated that were in stock evidently or not as I’m still waiting
1 juli 2026
Antwoord van The Citizenry
Hi Cynthia,
Thanks for sharing your honest feedback. We’re very sorry for the difficulty you’ve experienced getting in touch, and understand how frustrating it is to feel like you have to keep following up for answers.
That said, we've escalated your request within our Customer Experience team, and someone will be reaching out shortly to assist further. We truly appreciate your patience as we work to make this right!
Thank you!!
1 juli 2026
Antwoord van The Citizenry
Thank you so much! We really appreciate the 5-star review. 🤗
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