The CitizenryReviews of the-citizenry.com

Order placed in December, took way too long to ship. Once I reached out they let me know estimated shipping time, but didn’t receive any communication from customer service for the first 2 months. Even though my item was listed as in stock, still took 2 months for first item to ship

Although they have a decent product mix, their fulfillment and service is sub par. Multiple orders, none delivered on time. One delivery was the wrong item and it’s taken weeks for a response, still unresolved. Phone support does not go to a live person or take a message, email is iffy on responding. I don’t have the patience and the prices don’t justify the inconvenience.

I contacted the company on the first day of my order to change the delivery address. They never acknowledged my request and proceeded to ship the item to the wrong address. When I contacted customer service about their error, they refused to correct the situation or offer any solution. This demonstrates a complete failure in customer service and a disregard for basic accountability. I strongly advise against doing business with this company.

$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.

I have bought two rugs, and both times they were delivered delayed from the original shipping date, with minimal communication. Great quality, but very expensive and not the best customer experience overall.

I Like The Citizenry and their products, but, I was very disappointed in the customer service. I ordered linens for a design job, a couple of sets, and they were pretty expensive. Because I was dealing with a lot of inventory for this job, when the box came, I peeked inside to make sure it looked correct, it did, and put the box aside. When I took the linens out at the job site, I realized that Citizenry had packed the wrong items. Instead of one duvet cover and two sheet sets, they sent me two duvet covers and one sheet set. They look identical in the packaging. So, I wrote and called Citizenry to ask if they would correct their error and they told me it was past the return date. I explained that I wasn't 'returning' the items, per se, I simply wanted Citizenry to correct the mistake, THEIR MISTAKE, and send me what I ordered and paid for. They said NO. I was actually flabbergasted! Here I am, a designer, with many jobs coming in the future, and they would not correct their OWN mistake. That kind of customer service turned me off so badly, the next job I had, I went local, and bought linens that I could return more easily. And, they lost all my business in the future.

Over the past four years, I’ve purchased two sets of linen sheets from The Citizenry—mainly because I was drawn to the colors and designs (all my other sheets are from Parachute which is where we usually purchase). Unfortunately, both linen sets from The Citizenry have worn out to the point of developing holes in the fitted sheets, despite relatively moderate use. I’m leaving this review because I have a fair basis for comparison—other sheet sets we’ve owned for much longer have held up exceptionally well. I’m disappointed with the durability and overall quality of these linen sets, so if you are considering, unfortunately I would try another brand.

Let me start by saying I ordered an oversized lumbar from this company years ago and had a great experience. However, they seem to have gone downhill since this time. In early July 2024 I placed an order for an additional oversized lumbar pillow for my guest bedroom, estimated ship date was end of July - early August. It is now January 2025 and I have yet to receive this order from The Citizenry. I will say each time I reach out to customer service they are responsive and seem genuine with their apology for the continued delays, however, they keep telling me the estimated ship date is approaching in 1-2 weeks and over and over again I am let down with the ship date being pushed further out. I have since canceled my order and would be hesitant to shop at The Citizenry in the future.