The CitizenryReviews of the-citizenry.com

Response from The CitizenrySep 25, 2025

Hi Jonathan, Thank you for sharing your feedback. We’re truly sorry to hear about the cancellation of your rug order and the frustration it caused. We recognize how disappointing it is to expect an item, only to have those plans disrupted, and that isn’t the experience we aim to provide for our customers. Although our team has been working through inventory challenges, that doesn’t make up for the inconvenience or the lack of clear communication along the way, and we know that this falls short of the clarity and dependability our customers expect. Our teams are already working to improve inventory accuracy, so experiences like this don’t happen moving forward. We understand that you opted for a refund this time around, but we’re thankful for the opportunity to earn your business, and would love a chance to improve your opinion of us in the future should you ever need our services again.

Response from The CitizenrySep 23, 2025

Hi Tiffany, Thank you for taking the time to share your experience. We're so sorry to hear that your waffle towels discolored so quickly, especially after being gifted something you expected to enjoy for years. That’s not the kind of quality or durability we want our products to deliver, and we completely understand your disappointment. While we do see that your order is outside of our standard return window, we'd still love the chance to look into this more closely. If you're open to it, please reach out to us again directly at [email protected]. Our Customer Experience team would be happy to review your case and explore whether there’s anything more we can do to help make this right!

Response from The CitizenrySep 17, 2025

Hi Adel, Thank you for sharing your feedback. We completely understand how frustrating it must be to experience such a long delay without any proactive updates along the way, and we're very sorry for the inconvenience and disappointment this situation has caused. While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates. Our team would really love the chance to make things right! We've sent you a request for additional information so we can locate your account. Once we receive that information, please be on the lookout for a follow-up email from our Customer Experience team so that we can provide you with the most accurate, up-to-date information regarding your order. Your feedback is important to us, and we’re actively working on ways to improve both communication and transparency around shipping timelines. We hope that we’ll have the opportunity to restore your confidence in us and deliver the product you’ve been waiting for!

Response from The CitizenrySep 12, 2025

Hi Max, Thank you for taking the time to share your experience. We're so sorry to hear about the delay with your duvet set and the frustration it’s caused, especially during such an important time as moving into your first apartment. We understand how disappointing it must feel to expect your order within the promised delivery window and still be left without the bedding you purchased. Unfortunately, this item oversold faster than anticipated, which created a gap between the “in stock” message you saw at checkout and the actual availability in our fulfillment system. That’s on us, and we completely acknowledge how it would feel misleading. While our team has been providing updates as we work through restocking, we recognize that those responses have not given you the clear answers you deserve. We've sent you a request for additional information so we can review your order details and ensure you receive a resolution, whether that’s arranging a replacement or processing a refund. 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’ve also passed your feedback along to our operations team so we can improve how we communicate real-time inventory and delivery expectations. If there is anything else we can do to improve your experience, please let us know.

Response from The CitizenrySep 7, 2025

Hi Kirsten, Thank you for taking the time to share your experience. We’re so sorry for the repeated delays and the frustration of having to reach out multiple times without receiving the clarity or follow-through you deserved. Waiting this long after paying in full is understandably upsetting, and we recognize how discouraging it must feel to see the rug still listed online while your order remains unresolved. That said, we’d love the chance to turn your experience around! It looks like you're currently in contact with a member of our Customer Experience team regarding this order, and I've asked them to follow up with you again. Be on the lookout for communication within the next business day! Thank you again for bringing this to our attention. We appreciate your choosing to shop with us, and we’re grateful for the opportunity to make this right.

Response from The CitizenryAug 19, 2025

Hi Isabella, Thanks so much for sharing your feedback. We sincerely apologize for the confusion surrounding your order! Upon checking, it was confirmed that both pillows were shipped, just in separate packages. We’ve shared the tracking details with you via email, so the second one should be arriving very soon! That said, we completely understand how it can be frustrating when items don’t arrive together, and we appreciate your patience while the final pillow makes its way to you. If there’s anything else you need in the meantime, our team is always here to help!

Response from The CitizenryAug 7, 2025

Hi there, This isn’t the experience we ever want our customers to have, and we’re truly sorry for the repeated issues with stock visibility and communication. Your feedback is incredibly important to us, and it’s being shared with our operations team to help address these gaps. We understand a member of our Client Experience team is in touch with you directly, and we look forward to continue assisting however we can. Warmly, The Citizenry Team

Response from The CitizenryJun 30, 2025

Hi Andres, Thank you for taking the time to share this experience. We sincerely apologize for the disappointment and frustration it caused. This falls well below the level of service we strive to deliver. From the initial in-store miscommunication to the lack of timely updates around your order, we understand how disheartening it is to follow up multiple times on something that should have been seamless — especially when your intention was to bring home a matching pillow set. We also recognize how discouraging it is to have received only part of your order, with no proactive communication on the delay or inventory issue. That lack of clarity and follow-through is certainly not up to par with the experience we want to deliver from order to delivery, and we're so sorry. Our team is actively working to strengthen both our in-store and online customer service processes — including better internal coordination and more consistent follow-up — so experiences like this don’t happen in the future. We deeply value every client who chooses to bring our pieces into their home, and it’s clear we missed the mark here. While we understand your hesitation to shop with us again, we would be grateful for the opportunity to make things right, should you be open to it. While we understand they are actively communicating with you regarding your return, please don't hesitate to reach out further to our Client Experience team at [email protected] — we’re here and listening. Warmly, The Citizenry Team