The CitizenryReviews of the-citizenry.com

Never delivered my order

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. Nine weeks later, my $3,900 still hasn’t been refunded. It was moved to another rug order instead. That order also slipped, and three months on I still have no rug. The latest one shipped in mid-October and isn’t delivered. Support was polite, and the specialist who finally took over was helpful. But replies took 5–6 days, I was passed between agents with no context, and a phone call was declined. I’m still waiting on a clear accounting of my refunds. Lovely products. I’d suggest proactive delay notices, firm delivery dates, and faster handling of cancellations.

Great quality product.

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, the company took six weeks to deliver my order. I had to exchange numerous emails with customer support to address the issue, and their resolution was to offer me a 5% refund. That was two weeks ago; I still have not received the refund. After finally receiving my order, I opened my new sheets to find multiple grease stains and a purple ink stain. These were supposed to be brand-new luxury sheets, but arrived visibly soiled. Luxury pricing should come with luxury service and quality control. The Citizenry delivered neither. I will not be ordering from The Citizenry again.

I placed order 504029 with The Citizenry and waited over three months for it to arrive. It never did. When I finally reached out about the delivery estimate, I got an auto-reply, then a message on October 6 saying my order had been "escalated for review." After three months, I was done waiting and asked for a refund. On October 7 they ignored that and offered to ship a replacement instead. I declined and asked again, in writing, for a full refund to my original payment method. On October 8 they confirmed a refund claim had been filed and was being processed. Since then I've received two more emails (October 9 and October 12) that say nothing except "I've followed up with our team, I'll have an update soon." It is now October 20. No refund, no confirmation, no timeline. Every message from their Client Experience team is polite and completely empty. Nobody can tell me when my money is coming back, and every reply just pushes it off another few days. I've also been addressed by the wrong name in several of their emails, which tells you how much attention is being paid. For a company that charges premium prices, this is the most unprofessional customer experience I've had with any retailer. Three months of silence on the order, then two weeks of stalling on the refund. I'm now disputing the charge with my card issuer because I have no confidence they will ever actually process it themselves.

Do not order from The Citizenry. I ordered an “in stock” item for almost $1,000 and received a confirmation that it would ship within a week. After weeks of not receiving it, I tried to call, but the customer service number goes to no one and hangs up after a few minutes. I emailed customer service and the response time is horrible. Two weeks later they told me to keep checking back. It has been 8 months and I still have not received my item that I PAID FOR 8 MONTHS AGO! This company relies on people buying from them and forgetting about their purchases. They never follow up about the status of your purchase and if you don’t reach out, you’ll give them money and never receive your item.

**Extremely disappointing experience.** The Citizenry has twice given me inaccurate information about item availability and delivery timelines. I waited nearly five months for a rug that was represented as being in stock. Then, after placing another order that was supposed to arrive within a week, I was told it would take another month. Customer service has been slow, and there has been little accountability or meaningful effort to resolve the issue. I expected far better communication and customer care from a company selling premium home goods. I would not recommend ordering if you need an item by a certain date or expect reliable inventory information.

There is no more phone support and apparently in stock and ready to ship means 2 months.