The Citizenry Reviews 

I have rarely encountered a company so disconnected from the concept of customer service.

I ordered a Tejal rug more than 65 days ago and designed my room around it. During that time, I contacted The Citizenry twice for updates and was assured that everything was proceeding as expected. Then, after more than two months of waiting, I discovered—only because I reached out for a third time—that my order had been cancelled due to inventory issues.

The problem is not simply that inventory was unavailable. The problem is that no one informed me. No one offered alternatives. No one attempted to find a solution. Instead, The Citizenry waited until I contacted them and then presented the cancellation of my order as though refunding my money after 65 days was somehow an acceptable resolution.

That is not customer service. Customer service involves communication, accountability, and problem-solving. What I experienced was the opposite: poor inventory management, a complete lack of proactive communication, and an expectation that the customer should simply absorb the consequences of the company's mistakes.

What makes this even more absurd is that the exact same rug is currently available in a larger 10' x 14' size. Yet rather than proactively offering that option after failing to fulfill my order, I was left to identify the solution myself.

I am sorry that this matter has reached this point, but it has not been sufficiently addressed. After 65 days, two reassurances that everything was on track, and a cancellation that was only disclosed after I initiated contact, I find this entire experience unacceptable.

The only acceptable resolution is for The Citizenry to provide the in-stock 10' x 14' rug at the price of the rug I ordered 65 days ago.

It is clear, via the correspondence below that the reason keeps changing and the entire situation is poorly managed, at best.

April 4th:
" I took a look, and it seems the Tejal Handwoven Area Rug you ordered is scheduled to ship within the next 2 weeks. You may not have noticed, but this message was noted just below the “Add to Bag” button on the product page and also indicated during checkout. We're still awaiting for this beauty to be received and shipping is expected around early or mid May."

May 5th:
" Thank you for sending a follow-up!
The Tejal Handwoven Area Rug is still in transit and waiting to be received at our warehouse. Our partner experienced an unexpected delay, which pushed the timeline back. Right now, we’re expecting your items to ship around late May, and I’m actively keeping an eye on their progress to make sure they move forward as soon as they arrive."

May 30th:
"Thank you so much for following up!
I checked in again with our fulfillment team regarding your Tejal Handwoven Area Rug and also tried advocating for your order with our team. Unfortunately, it looks like there was an inventory discrepancy affecting the remaining stock for this item, and when inventory was being allocated, the rug was no longer available. I’ve gone ahead and processed a full cancellation".

ALL of this while my rug in in stock in 10 x 14!

TO CITIZENRY RESPONSE June 1/2026:

I have sent numerous emails to the very email you provided - asking why my order is still confirmed as of March 25th and has neither been CANCELED or REFUNDED as indicated by your staff - who could not fullfill a 2-month old order! Issue my refund - $1,352.31 USD. And if your company has any real interest in reinstating Good Faith- you will pair that with a sizeable store credit. But seeing as no one will get back to me, it looks like I will have to escalate the matter. Thank you.

Lost my package. Shows “delivered” but neither carrier nor Citizenry want to take ownership. Delivery driver left gate open and the package mysteriously disappeared. I don’t live in a high traffic neighborhood and never experienced theft, so wonder what happened there. This company often uses a delivery service called Veho for delivery - who ever that is. This stuff happens but the fact that they have not taken any ownership made me file a police report and dispute with my bank. This was my first and last experience with this company.

ROBYN was EXCELLENT - very positive experience - very professional - quality customer service - I would highly recommend Robyn at the Denver Store - Fun to shop with her

Great customer service. The linen quilt is luxurious! I’ve ordered a linen bottom sheet from the Sale section. I can’t wait!

Ordered a King bedframe Feb8th. Supposed to take 6-8weeks. It’s now been 3 months and the answer is all shipments have been halted by their “arrtisans” for logistics&”documenatation” issues. Supposedly the beds are made in North Carolina. I keep getting a rediculous polite answer of no help. Will cancel my order. Guess they dont mind losing a $3,000.00 sale

DONT SAY ITS SHIPPED WHEN IT HASNT.

I ordered a piece of furniture in November to be delivered in late Feb/early March. After checking in in late April, I was notified there wasn’t an update on delivery time yet. A few days later I was notified that the order was never going to be filled so I opted for a refund. I was given $100 off a purchase of $300 or more, which felt bad after hanging spent a lot of money on other products from the same company. After that, on the website I see the piece of furniture I ordered still for sale with a later delivery date, at a higher price. I can’t help but wonder if I lost out as a customer because the price of the furniture increased.

Very helpful staff when I emailed with a question.

Embarrassingly poor business practices. There seems to be a pattern of inaccurate inventory, delayed orders, poor communication, and generic customer service responses... for YEARS.

At this rate running a business like this is either intentional or just extremely poor operations. Either way, customers are misled, inconvenienced, and left waiting with no accountability.

I would not order from this company again. Don't be like me, research their reviews before purchasing!

I ordered a bed frame early December. Paid in full . Was told it would arrive in February. I reached out in February and was told it would arrive early April.
I reached out early April and was told they had no update. I was without a bed and my money for over 4 months. I cancelled the order and was promptly refunded. Disappointed that I could have purchased a bed four months had I known I would never receive the product.

EDIT on 5/7/26: Positive update and switching from 1-star to 3-stars, thanks to the Senior Customer Service Representative. They sent a $195 credit to cover the cost of a new fitted sheet. Unfortunately, it was out of stock, but they offered to track it for me and notify when it would be back in my color, which I really appreciated. I received the credit on May 1st, so shortly after my last update. I am hopeful that this is a positive move by the company to stand behind their products & service. It's unfortunate that it took this much back and forth to get a resolution, but I am pleased that it was resolved. Thank you for your time, The Citizenry. You kept a customer because of the final resolution & how your senior representative handled it. Thank you!

EDIT on 4/27/26: Well, as I somewhat expected their "reach out so we can review again" was a complete waste of time. I received an automated response that they'd answer in 1-2 business days and have not received anything since then. Really unfortunate. I would highly caution anyone from purchasing from this company based on this experience.

EDIT on 4/13/26: I have reached out to the email provided in The Citizenry's reply below & will update once I hear back or receive a resolution.

Original review: I'm extremely disappointed in The Citizenry, despite really loving the look of their products. I bought the Stone-washed Linen bedding set in Cal King in the Olive color and the Linen Duvet set in Sand Stripe. I purchased these in January 2025, but did not receive them until February 17, 2025. This was already past when they projected I would receive them and I had to follow up. My bill was $616.23 for these two items.

I did not put the sheets on my bed right when I received them. Fast forward to this year (less than a year on my bed) and I go to wash the sheets and notice a very thin spot where I can see through them. I washed them one more time and they ripped as soon as put back on my bed. I have followed washing and care instructions meticulously due to the cost of these items and the splurge to buy them.

I reached out to The Citizenry thinking that this must have been a manufacturing error as I've never had a pair of sheets wear out in less than a year. In fact, I've never previously worn out a pair of sheets. I received a prompt and dismissive response that they were unable to replace the sheets as it had been just over a year since the purchase and they offered a 15% discount code on FULL PRICE items instead. The fitted sheet is not even offered as a standalone product, if I even wanted to attempt to repurchase.

I responded & kindly asked that they stand behind their products due to the cost and replace only the fitted sheet as all other items were in good condition. I have not received a response since.

I am so saddened by this experience as I was saving to purchase more items from this company and now have to reconsider due to the lack of quality vs. cost. I would expect better customer service from a luxury home goods company.

As much as I love the look of the items on their site, I don't think I can spend that kind of money again if I can't trust the items to even last a year.

Quality of the blanket ordered is wonderful. So incredibly soft. More than I could have anticipated.

I have not received my package, tracking says it hasn’t even shipped yet and I ordered it almost a week ago. I’m not sure why I’m being asked for a review when the company knows I haven’t received it yet.

The product is very nice. However, It took 2.5 months to arrive. When I purchased the item, it stated it was in stock and "Ships in 1 week". To have it delivered 2.5 months later is unacceptable to me. Unfortunately I will never order again from this place.

Order placed in December, took way too long to ship. Once I reached out they let me know estimated shipping time, but didn’t receive any communication from customer service for the first 2 months. Even though my item was listed as in stock, still took 2 months for first item to ship

My order didn’t ship for several weeks and I emailed customer service a couple of times but they couldn’t tell me when my order would ship. So far I still haven’t received it and it’s been 7 weeks. Whatever private equity firm bought the Citizenry has ruined it.

While price point is high (I need to shop the sales), the linen bedspread and duvet cover are very soft. My only complaint is that the queen size doesn’t quite cover a 2 mattress bed. Had to get a king size to have enough drape on the sides so my box spring didn’t show. Length is still short. Not everyone uses one mattress!.

Very prompt service and response to my order

I wanted to share my experience because I wish I had known this before purchasing. I bought a set of stonewashed linen sheets in November 2022 and recently discovered three holes in them.

Before purchasing I did quite a bit of research and read a lot of reviews because I know these sheets are expensive. That is also why I wanted to share my experience with others.

We only use these sheets during the winter months, so they have realistically seen about 15 to 16 months of actual use. For sheets at this price point, that lifespan was really disappointing.

I reached out to customer service twice before writing this review. I knew it was well outside the return window and I was not asking for a refund or credit. I mainly wanted to understand whether this level of durability was typical, but unfortunately I did not get much clarity on that.

The sheets felt nice when they were new, but finding three holes after roughly 15 to 16 months of wear makes them absolutely not worth the price for such a short durability. Buyer beware, for the price tag they only lasted me 15-16 months.

I placed an order on 2/17.
Have received no shipping or tracking, the phone number listed refers to emailing them which I have and no response — tried several times. Assuming they are not legitimate. And scam company. ‘Will have Cc dispute charges. Grrrr

They asked for me to provide more information which I did and have still not received shipping or tracking confirmation.
3/20