The CitizenryReviews of the-citizenry.com

The quality of the Citizenry Stonewashed Linen Bed Bundle is truly exceptional. The linen feels incredibly soft and comfortable right after purchase, and it only gets better with each wash. The craftsmanship is evident, and I appreciate the natural, relaxed aesthetic it adds to my bedroom. Overall, it's a premium bedding set that combines durability, comfort, and style. I highly recommend it to anyone looking for luxurious and soft linen bedding. We also love the espresso color.

Almost a carbon copy of the experience below. I ordered two carpets on Black Friday. After several delays, I decided to cancel one of them in late February, but held out for the other only be to be told in late April that they needed to cancel it. I started working with two of the sales reps from both the Dallas and the New York stores, and was told by customer service that was the best way to go. In an act of complete delirium on my part, I acquiesced and ordered the same carpet for the second time being told that it was in fact in the warehouse and would ship in 6 to 9 days. I just received an email saying that it was delayed and would be shipping in late June or July. Apparently it is too difficult for anyone to speak to anyone at any level at this company. I am not actually convinced they have a warehouse filled with anything and if they do, apparently phones are not allowed inside. This is not rocket science, they either have it or they don’t. Do not be a doof like me! SAME ISSUE I ordered a rug from them on Black Friday and did not receive it until late April. Why would I not just cancel, you might wonder? Because every three weeks, someone would promise me my rug was shipping soon and whatever problem had occurred was resolved. For long periods of time as I waited, the rug was advertised as "in stock" in their website, even though they knew it wasn't and were telling me that it wouldn't ship for weeks or even months. In April, while the rug was still advertised as "in stock," they actually told me there was yet another delay and it wouldn't ship til LATE JUNE, and then the rug showed up at my door a week later. It's nice, and I would have been fine with a few weeks' delay to get it, but that was by far the worst experience I've ever had with any company. The Citizenry is an absolutely absurd mess and will take hundreds and even thousands of your dollars without feeling any real obligation to ever ship you your items.

I ordered a rug from them on Black Friday and did not receive it until late April. Why would I not just cancel, you might wonder? Because every three weeks, someone would promise me my rug was shipping soon and whatever problem had occurred was resolved. For long periods of time as I waited, the rug was advertised as "in stock" in their website, even though they knew it wasn't and were telling me that it wouldn't ship for weeks or even months. In April, while the rug was still advertised as "in stock," they actually told me there was yet another delay and it wouldn't ship til LATE JUNE, and then the rug showed up at my door a week later. It's nice, and I would have been fine with a few weeks' delay to get it, but that was by far the worst experience I've ever had with any company. The Citizenry is an absolutely absurd mess and will take hundreds and even thousands of your dollars without feeling any real obligation to ever ship you your items.

I sent a change of delivery address on the first day of my order and they never responded and shipped it to the wrong address. Then they refused to make it right. Don't do business with these idiots

I placed an order with The Citizenry in November 2024. Over the course of five months, I was repeatedly told my rug would arrive “within the month” or “this week”—promises that were never fulfilled. At one point I was even told the item had arrived in Dallas, but no tracking details were ever provided. In the end, I was told the rug was lost in transit and issued a refund. If I wanted to reorder, I’d have to wait for a list that wouldn’t even begin until June. I contacted customer service multiple times and even included CEO Rachel Bentley in my final email expressing my concerns. I never received a response. How the company can improve: • Be honest and transparent with shipping delays—don’t provide estimated delivery windows you can’t stand behind. • Improve internal communication so that customer service has accurate information to share. • Provide tracking details to customers and follow through with promised updates. • Ensure that serious concerns are acknowledged and escalated appropriately, especially when directed to leadership. I regret ordering from The Citizenry and hope they take real steps to improve how they treat customers moving forward.

terrible customer service, dont answer phone and dont answer emails. they refuse to cancel orders. Worst CX i've received in ecommerce by far.

Here is the response that I received after being ghosted for several weeks (for an order that was to ship in 6-9 days). Time to rethink the communication strategy (lie about delivery date, stick head in sand, hope the storm blows over). Hi, Thanks for reaching out! We're happy to provide an update on your order. Our team is currently transitioning to a new warehouse, which has led to extended shipping timelines. We’re working hard to get everything up and running as quickly as possible and will send you tracking details as soon as your order ships. We anticipate shipping your Organic Stonewashed Percale Sheet Set within the next 2 weeks. Please accept our sincerest apologies for any inconvenience this may cause, as we know you're eager to receive your order. The recent warehouse move has impacted our timelines, but we believe things will go smoothly once we fully integrate this change. We truly appreciate your patience. However, if you wish to cancel your order, please let me know.

I placed an order on March 12th and never got an order confirmation or the merchandise, but they managed to charge my card. I've contacted them three times with no response and the phone number on the website directs you to the e-mail, which they don't respond to. Do yourself a favor and don't even think about ordering anything from this place.