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
Bedrijf heeft geantwoord
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
267 reviews
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Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 83% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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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. 🤗
Antwoord van The Citizenry
Thank you so much for sharing this! We’re so happy to hear our Customer Service team took great care of you, and we’ll be sure to pass along the kind words.
I literally still haven’t even gotten…
I literally still haven’t even gotten my order because of back orders for over a month and a half after scheduled delivery time
30 juni 2026
Antwoord van The Citizenry
Hi Alec,
Thank you for sharing your experience. We’re really sorry to hear that you’re still waiting, especially this far beyond the original delivery estimate.
We know a backorder delay like this is frustrating, and we truly appreciate the patience you’ve shown while waiting for your order. To help acknowledge the continued delay, our team has added a store credit to your account as a gesture of goodwill.
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.
When I do receive the product they are…
When I do receive the product they are always top quality! But twice now I have had issues with orders where the item said it was in stock but then was not.
Both times I had to reach out myself to learn this. I'd appreciate updates without having to reach out when an order status changes like that. I'll probably order again but not for a bit.
30 juni 2026
Antwoord van The Citizenry
Hi Jundy,
Thank you for sharing this. We’re so glad to hear you’ve been happy with the quality of the pieces you’ve received, but we’re really sorry the order experience has been frustrating.
You’re absolutely right that you shouldn’t have to reach out first to find out when something has changed with your order. That kind of update should be shared clearly, especially when availability changes after purchase, and we appreciate you calling this out.
We’ve shared your feedback with our team as we continue working to improve inventory visibility and order communication, and we’d love the chance to make your next experience a better one when you’re ready.
Horrible
Horrible. Purchased 2 washcloths over 30 days ago. Customer service can't provide a ship date. They also falsely say they have given me a $5 credit to my account. Not there. Now I'm painfully trying to get a refund. Never again.
31 mei 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi JP,
Thank you for taking the time to share your experience. We’re truly sorry for the frustration, especially after waiting this long for your order and still not having a clear update.
We also understand how disappointing it would be to expect a credit and not see it reflected on your account. That should be easy to confirm and resolve, and we’re sorry this has felt difficult.
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.
Order late and incomplete
Order placed April 22 for a full set of linen sheets to be sent out mid May. Finally today June 22, 2 months after the order a package arrived with only the fitted bottom sheet. No sign that the top sheet and pillow cases are to come.
I do not plan to ever order from Citizenry again. Customer service is poor. You have my money. I do not have my sheets.
12 juni 2026
Antwoord van The Citizenry
Hi Valerie,
Thank you for sharing this with us. We’re so sorry for the frustration and disappointment, especially after waiting so long for your sheet set to arrive.
We completely understand why this would feel upsetting, and our team is actively working through the mix-up with our vendor partner.
We want to make sure you get clear answers, and we've looped in our Customer Experience team to review your order and assist further. Someone will be reaching out directly to discuss next steps!
We’re truly sorry again for the experience, and appreciate your patience while we work to get this resolved.
Missing Items from Stonewashed Linen Sheet Set Order
I ordered a sheet set for $319 and waited an expected 2 months ( it was out of stock). Then I only received a fitted sheet. I did not receive my flat sheet or pillow cases.
11 juni 2026
Antwoord van The Citizenry
Hi Bobbie,
Thank you for bringing this to our attention. We’re so sorry for the frustration of not receiving your full order, especially after waiting so patiently for your sheet set to be restocked.
We definitely understand how disappointing that would be, and we’ve alerted our Customer Experience team so they can review your order details and help with next steps. A member of our team will be reaching out directly to assist further!
Be Prepared to Wait
Waited a month to receive the items but unfortunately it was only a portion of the order. Still waiting to hear from customer service when to expect the remainder of the order.
12 juni 2026
Antwoord van The Citizenry
Hi Stephen,
Thank you for sharing this. We’re so sorry for the frustration of not receiving everything you were expecting in your order.
We understand how disappointing it is to be left waiting without a clear update on the rest of your items, and we've looped in our Customer Experience team so they can take a closer look and follow up directly with more information and next steps. We sincerely appreciate your patience!
Deception continues.....
Wrote a review earlier this month on trustpilot with my concerns that the 100% flax linen pilling after washing and small pieces of cotton like material stuck to it after two washings. Since then, the company replied on trustpilot, but when I contacted them I received absolutely no response back in any way. So, beware when you see them responding to people politely on tustpilot; behind the scenes there is no customer service only "image management" going on.
*Response notification: Received notification through trust pilot of the company response below. No contact has been made as of 6/17/26. Any further assistance will be noted here in the future.
I have washed the sheets a third time and taken pictures of how much they pill and shed huge gobs of cotton looking material....I feel like the sheets are mercerized cotton, absolutely NOT 100% flax linen. I feel this way after researching what mercerized cotton is and found this:
To mercerize cotton, you immerse the fabric in a sodium hydroxide and sulfuric acid solution. This process causes a chemical reaction that alters the structure of the cotton fibers, resulting in a fiber modification known as mercerization.
When the cotton is immersed in the solution, the combination of sodium hydroxide and sulfuric acid causes the fibers to swell. This swelling increases the surface area of the fibers, enhancing their luster and strength. The chemical reaction also leads to the permanent alteration of the fibers, making them more receptive to dyes and improving the overall dye uptake.
9 juni 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Tina,
Thank you for following up and bringing this to our attention. We’re truly sorry to hear that you haven’t received a response after reaching out. That’s not the experience we want you to have, and we understand how discouraging it can feel after we replied here initially.
That said, we weren’t able to locate a support request from the email address associated with your order, but we don’t want that to delay you getting support. We’ve escalated this internally, and a member of our team will reach out directly to review your concerns and provide further assistance. We truly appreciate your patience as we work to make this right!
Shipping DELAYS
I ordered some sheets May 24th. Checking my order status June 3rd, it still shows "processing". They did reply to my email saying they are experiencing a supply chain issue and hope the ship my sheets in the next "few" weeks. It has now been 11 days and still no change in the status. They also raised the prices of their sheets on their website by $100. So I am not sure if they will ever ship the sheets. I had been hopefully for a good quality linen sheet set, however I may have to cancel and ask for a refund as I do not think they will ever ship.
*update- they said if I keep my order- it
“May” ship by the end of July. Never mind that it said in stock when I ordered it. AND that it still shows in stock at the moment, however it is $100 more. So I guess I could re order it for $100 more and get it sooner. Instead I canceled my order. Unfortunately I will never do business with them again as they are not trustworthy to say an item is in stock, when it is not.
23 mei 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi Riley,
Thank you for sharing your experience. We’re sorry to hear that it's been so disappointing, especially given the expectation that your sheets would be on their way by now.
We understand why it’s frustrating to have to proactively check your order status for updates, and after receiving notice of a supply chain delay, seeing no visible movement on your order would understandably make the wait feel even more concerning.
That said, we’d love the opportunity to make things right, and we've sent you a request for additional information so we can look into this further. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team.
We truly appreciate your patience in the meantime, and can’t wait for you to enjoy your sheets soon.
Inaccurate & long delayed fulfillment
For inexplicable reasons, sent us three of one item and then a month later, sent us our other item? Very strange fulfillment process.
12 juni 2026
Antwoord van The Citizenry
Hi Maggie,
Thank you for sharing this. We’re sorry your order arrived in such a confusing way, and we definitely agree that receiving multiples of one item and then waiting much longer for the other would feel strange.
That said, if anything still needs to be looked into or resolved, please reach out to our Customer Experience team directly so they can review your order details and help from there!
To whom may concern....
To whom may concern....
So i placed an order on May 26th and my delivery still not here,I don't know exactly what's going on because nobody get in touch with me or just letting me know what's the situation .
That's why only 1 star.
12 juni 2026
Antwoord van The Citizenry
Hi America,
Thank you for sharing this feedback. We’re sorry you’ve been waiting on your delivery without a clear update, and we understand why that would be frustrating.
That said, we’ve asked our Customer Experience team to review your order and get in touch directly, so please keep an eye out for their outreach soon. They’ll be able to provide the most accurate update and help with next steps!
Slight nick in the wood
Slight nick in the wood, perhaps made during delivery. Communication needs to improve in terms of bring proactive with customers regarding delivery timeframe when there are delays.
12 juni 2026
Antwoord van The Citizenry
Hi Rosie,
Thank you for sharing this feedback. We’re sorry your piece arrived with a nick in the wood, and we understand how frustrating that is after waiting for it to be delivered.
We also hear you on the delivery communication. When timelines shift, customers should not have to chase down updates, and we appreciate you calling that out.
That said, if there are any concerns with your order that still need to be addressed, please reach out to our Customer Experience team so they can take a closer look and help with next steps.
The king linen bedding sheet set…
The king linen bedding sheet set ordered had a small hole in the top sheet that wasn’t noticed until after the first cold water gentle cycle washing. Not happy.
There was also much cotton left in the “no heat air dry only” cycle on our dryer that it was alarming.
In my opinion, very sadly, the quality of this product is not worth the price.
1 juni 2026
Antwoord van The Citizenry
Hi Molly,
Thank you for bringing this to our attention. We're truly sorry your linen sheet set didn't arrive or hold up as expected. Discovering a hole in the top sheet so soon after receiving it is the last thing you should have to deal with, and we completely understand your disappointment.
That said, we'd love the chance to make this right. Our team has been alerted, and someone will be reaching out to you directly to review the details and help with next steps. 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.
I haven't received my item delivered it the wrong address
I haven't received my item. They delivered it to the wrong address, and you guys are hard to reach.
1 juni 2026
Antwoord van The Citizenry
Hi Abbas,
Thank you for bringing this to our attention. We're truly sorry that your item was delivered to the wrong address, and that reaching us for help has added frustration on top of an already stressful situation.
We understand how unsettling it is to see an order marked as delivered somewhere it shouldn't be, and our Customer Experience team is actively working with you to make this right. They'll continue following up directly as they work through next steps.
Opinion is changing towards less stars…
Opinion is changing towards less stars as these surveys continue to flow in
1 juni 2026
Antwoord van The Citizenry
Hi Russ,
Thank you for taking the time to leave a rating and share this feedback. We’re sorry if the survey requests have felt excessive, and we definitely understand how that can take away from an otherwise positive experience.
We appreciate you taking the time to let us know, and if there’s anything specific about your experience that you’d like to share, we’d be happy to hear it. Feel free to reach out directly to assistant@the-citizenry.com!
Antwoord van The Citizenry
Thank you for the lovely feedback, Jessica! We're so glad that you're loving your sheets and that the quality has made such a great impression. We hope they bring a little extra comfort and beauty to your everyday routine!
Delivery was quick
Delivery was quick. The sheets are fabulous! The colors and texture are just a wonderful experience for my senses. I hope they last a long time. I will never go back to regular sheets again.
1 juni 2026
Antwoord van The Citizenry
Hi Pamela,
Thank you so much for sharing this! We're thrilled to hear your sheets arrived quickly and that the colors and texture made such a beautiful first impression.
There's nothing quite like settling into linen that just feels right, and we love knowing they've added a little something special to your everyday routine. We hope you enjoy them for years to come!
Skeptic on 100% Flax Linen
I have owned two sets of linen sheets over time. The first I splurged on from Restoration Hardware and loved them so much, that when they became threadbare I still kept them and tear them into rags to use around the house the fabric is so high quality (20 years before this happened). Then, I bought another pair from Target; yep, that was a mistake. Low quality and threadbare in a year. Now, I researched and found linen sheets on the citizenry with okeo-tek certification and stating very clearly that they are 100% flax linen loomed in an old traditional factory in portugal. However, since receiving the sheets I am shocked at the pilling? Linen pilling? When you wash the sheets there are clumps of what looks to be "cotton" stuck to the sheets. They may be flax linen; but they seem like they are a blend of flax AND cotton they was they wash and pill in the dryer. The price tag was high and I am afraid they are deceiving people about the true fabric content. Makes me very unhappy to have paid a high price for something that seems inauthentic.
1 mei 2026
Review zonder uitnodiging
Antwoord van The Citizenry
Hi there,
Thank you for taking the time to share this. We're truly sorry to hear that the sheets haven't lived up to what you were hoping for, especially after the time and care you put into choosing bedding that you intended to have for years to come.
Pilling or fabric buildup after washing isn't what you should be experiencing, and we completely understand why that would make you question the quality. When you invest in natural linen at this price point, it should feel as beautiful and trustworthy after the tenth wash as it did the first time.
That said, if you're open to it, please reach out to us at assistant@the-citizenry.com with your order details and a few photos of what you're seeing. We'd love the chance to take a closer look and see what options may be available for your order.
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