The CitizenryArtisanal home decor with a soul and story, all Fair Trade guaranteed.
The Citizenry (the-citizenry.com) has 256 customer reviews on Five Star Index, with an average rating of 2.3 out of 5.
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Sam S.
Really nice I want one in the smeller size you are out of . I am happy to order the set of two if you can discount for me like 30 p
Response from The CitizenryOct 26, 2025
Hi Sam, We’re so glad to hear you love your piece, and our customer experience team would be happy to review current promotions with you to see what options might be available. Feel free to reach out to us directly at [email protected]!
Melanie B.
$50 shipping fee for a dozen napkins. Went to the store and couldn’t order it for pick up at the store. Usurious. Absurdly ridiculous online experience. Don’t bother.
Response from The CitizenryOct 26, 2025
Hi Melanie, We understand your frustration and appreciate you sharing this feedback. Shipping costs can vary based on order size and fulfillment logistics, but we know it can feel disproportionate for smaller items. We’ve shared your comments internally as we continue reviewing ways to make both our online and in-store ordering processes more seamless and cost-effective. We hope to have the opportunity to earn your business in the future!
Kyle W.
Horrible experience, horrible company. 2 out of 4 orders were not fulfilled. I had to inquire as to status, before your lame ass customer service reps cancelled orders because the item i ordered was out of stock (after 2 months of waiting for nothing). Then was offered $35 off when i spent $100 - why on earth would i ever trust your company again? you failed on fulfilling 50% of my orders. Held my money for 2+ months while never intending on sending me my items which were in stock when purchased. Will tell everyone i know, how bad this company is - do not waste your time with purchases from this site. They do not care about their customers.
Response from The CitizenryOct 26, 2025
Hi Kyle, Thanks for sharing your experience. We understand how upsetting this situation has been and sincerely regret the delays and lack of proactive communication around your orders. This isn’t the level of care we aim to deliver, and your feedback has been shared internally to ensure we address these issues going forward. 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.
Unhappy C.
i never got shipped my rug and they never provided a refund. communication has been horrible
Response from The CitizenryOct 26, 2025
Hi Kate, Thanks for sharing your experience. We’re sorry for the confusion and frustration surrounding your rug order, and regret that we weren't able to fulfill it during the timeframe that was initially quoted. It looks like our customer experience team processed a full refund per your request, and you should see that reflected shortly. We appreciate your patience and hope to have the opportunity to improve your experience of us in the future!
Agustina P.
Honestly, the entire experience was terrible. I had ordered a rug and matching runner. I received half the order and then had to reach about the runner not being fulfilled, I asked if it would be sent because I had bought the matching rug that had arrived. Customer service kept saying the runner order would be fulfilled. I waited months explaining every time I reached out for a status that I would have returned the rug if I had known they wouldn’t fulfill my order. But they kept reassuring me that in a month the runner would be sent. After almost 5 months I got the email that they wouldn’t be able to send me the runner and they would be refunding me for my runner order. Which honestly sucks because I now have a rug I can’t use and can’t return. I will never order from here again.
Response from The CitizenryOct 24, 2025
Hi Agustina, We sincerely apologize for the disappointing experience here. We understand how frustrating it must have been to wait so long for your runner, especially after being reassured that it would ship soon. While your refund for the runner has been issued in full, we recognize this outcome wasn’t ideal, given that you purchased the rug as part of a matching set. That said, we’ve escalated your concern internally, and a member of our customer experience team will be reaching out shortly to assist further and hopefully make things right. We hope that we’ll have another opportunity in the future to restore your confidence and provide you with the level of service you deserve!
Edward R.
I ordered a set of sheets. 2 pillowcases arrived. I have yet to hear what happened to the sheets. You have no telephone support. But I get 2 emails asking me to spend my time reviewing you. Do you realize how annoying that is?
Response from The CitizenryOct 24, 2025
Hi Edward, Thank you for sharing this feedback! We sincerely apologize for the confusion around your order and understand how frustrating the review invitations would feel given your experience so far. While sheets can also be sold together as sets, the components are packaged individually and shipped separately from our warehouse, which can sometimes result in items arriving at different times. That said, we’ve escalated your support request, and a member of our customer experience team will be reaching out shortly to provide an update and ensure the rest of your order arrives soon! We appreciate your patience and look forward to hearing how much you love your sheets!
Ken F.
My wife and I were excited about your company and ordering a rug that felt like it was supporting local artisans as well as being sustainable. We spent a long time picking out our exact rug, and were looking forward to getting it. We placed the order in early August and the estimated shipping date said the end of August. The end of August came and went, and the status remained the same, so we emailed customer service. They said they checked with the fulfillment team, who stated that we would have the rug by the end of the next week. That next week came and went, along with another week after that before I reached back out (this is now mid September). Customer service once again said they were checking with the fulfillment team, but this time the fulfillment team could not even provide an estimate as to when we might receive the rug. They said we could either get a refund or continue to wait, so we chose to wait a little longer (we really wanted that rug), but finally mid October rolled around, and we still hadn’t heard anything. We reached back out one more time, but the fulfillment team still couldn’t give us an update 2.5 months after our initial order. So this time we chose the refund. The whole process was highly disappointing, and I would never consider ordering from the company again since their logistics must be so ineffective that they don’t even know what products they may or may not have, or when they can get them to you. Huge bummer. And the last note is that they should not have a customer service phone number on their site that will not get you to customer service. The phone number just tells you to email them. Not helpful.
Response from The CitizenryOct 22, 2025
Hi Ken, We appreciate you sharing your experience, and we’re truly sorry for the disappointment with your order. We understand how frustrating it must have been to wait so long without clear updates, and your feedback on communication and fulfillment transparency has been shared internally as we work to ensure more accurate timelines and a smoother experience 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.
Wendy W.
The quality of your merchandize is A+ It's on my list whenever I'm in the area. I love that a lot of your bedding comes from Portugal. Keep it up.
Response from The CitizenryOct 22, 2025
We love hearing this, Wendy! We're thankful for your continued support, and our Portuguese artisans will also be delighted to hear that their craftsmanship is so appreciated. We can’t wait to welcome you back soon!
