Lauren A.
It took forever, but finally, they did give a credit for a failed 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.
Response from The CitizenryApr 9, 2026
Update to Reply - 4/27/26 Hi Lauren, We're truly sorry to hear that you weren't able to get this resolved with our team, and we've looped in Senior Leadership, who will reach out directly to learn more and get this sorted. We really appreciate your transparency and look forward to resolving this for you! Hi Lauren, Thank you for taking the time to share this. We’re really sorry to hear about your experience, and it’s especially disappointing when something you’ve invested in doesn’t hold up as expected. We understand how frustrating it must have been to see that level of wear in under a year, particularly after following the care instructions, and we regret that the resolution offered didn’t feel sufficient. Your feedback around both product durability and the support experience has been shared with our team, as this is not the standard we aim to provide! While we know this doesn’t change the experience you’ve had, we’d still like to take another look and see how we can support you! If you’re open to it, please reach out to us at [email protected] so we can review the situation further and determine next steps.