The CitizenryReviews of the-citizenry.com

the rug I purchased never arrived. I placed a order for the rug in early February and the order was cancelled by Citizenry the next day. I replaced the order. I had to reach out repeatedly for status updates thru March and April and May, and I did get responses but I didn't feel like there was urgency to find the rug and get it delivered to me. Finally I was told the rug was lost and I would have to wait until September and October for a new rug. I had to cancel the order, I could not wait that long and I didn't have faith that I would get the rug in October.

Beautiful product, horrible customer service. I had to call the retail store in NYC just to get someone on the phone. The citizenry customer service team is only allowed to communicate through email (with customers and vendors), which is a terrible policy. It prohibits them from quickly and effectively solving for the customer. Horrible experience waiting for our product, which was ~6 weeks late and not getting any meaningful answers on timing. Less frustrated with the delay of the product and far more frustrated with the lack of communication and effectiveness from “customer service.” There’s unfortunately plenty of the same experiences and feedback. Citizenry was a great brand but the acquisition by Havenly is diluting and ruining the name.

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.