I ordered one set of the linen sheets and liked them so much I ordered a second set. They're super substantial (fair warning - the first wash will fill your lint catcher!) and I'm guessing will not get the holes my old linen sheets got within like two years of purchase. Great colors, great texture, spectacular sheets!
Response from The CitizenryJul 11, 2025
Hi Carla,
We love hearing this! Thank you for taking the time to share your experience. Our linen sheets are designed to hold up beautifully over time, and we’re so glad you’re loving both the feel and the finish. Here’s to many more restful nights ahead.
Warmly,
The Citizenry Team
KQ
Kristine Q.
Continual shipping delays…nice product
The rug we ordered was just as expected and we like it. However, it took 2 months to receive it. I repeatedly received the answer of “we expect to ship it this week”. It was very frustrating. This was my first experience with this company. I will not be ordering from this The Citizenry again.
Response from The CitizenryJul 9, 2025
Hi Kristine,
Thank you for taking the time to share your experience. While we’re glad to hear the rug was what you expected, we’re truly sorry the fulfillment delays and lack of clear updates made the process frustrating. That’s not the kind of experience we want for our customers, especially on a first order. If there’s anything we can do to help, please don’t hesitate to reach out to our Client Experience team at [email protected] - we’d love the chance to better assist.
Warmly,
The Citizenry Team
DU
Duygu
I was looking for something exactly…
I was looking for something exactly like that and this looks gorgeous in my entryway
Response from The CitizenryJul 8, 2025
We are so glad to hear you found just the piece you were looking for! We love hearing it’s found the perfect place in your home. Thank you for the kind words and for bringing a bit of The Citizenry into your space.
Warmly,
The Citizenry Team
BR
Bri
This one was a bit of a miss for me
This one was a bit of a miss for me. Product wasn't quite what I was expecting and at a high price point too.
Response from The CitizenryJul 8, 2025
Hi Bri,
Thank you for taking a moment to share your experience. We’re sorry to hear your recent order wasn't quite what you were expecting. We always want our pieces to feel just right, and we’d love the opportunity to help if we can. Please don't hesitate to reach out to our Client Experience team anytime at [email protected].
Warmly,
The Citizenry Team
AA
Andres A.
Disorganized, Poor Communication, and No Accountability. Avoid The Citizenry
We had a terrible experience with The Citizenry and would strongly discourage others from buying from them, especially if you’re expecting even basic customer service.
We purchased two Naveta velvet pillows in-store. They didn’t have them in stock but assured us they would ship within a few days. At checkout, we were also promised a discount—but the store associate failed to apply it. We had to follow up ourselves via phone and email just to receive what we were originally offered. The discount was eventually issued as a partial refund, but only after unnecessary effort on our part.
Only one pillow shipped. The second never arrived. Even worse, The Citizenry made zero effort to communicate the delay. No emails, no updates, nothing. We had to proactively reach out just to find out what was going on.
They eventually responded saying the second pillow would ship by mid-to-late June. When we still hadn’t received anything by then, we followed up again—because once again, they did not contact us. Only at that point did they inform us that there was an “inventory discrepancy” and that the second pillow was no longer available. They processed a refund, but didn’t offer any solution or accountability for the situation.
This left us with a single expensive pillow that we never would have bought on its own. The entire point was to have a matching set, and that’s what we committed to in-store. Their failure to deliver on that—and the total lack of follow-up or care—makes it feel like customer satisfaction is the last thing on their minds.
This was not a small order. For a brand that presents itself as premium, their operations and communication are shockingly poor. We will not be purchasing from them again, and I would strongly recommend others take their business elsewhere.
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
KW
Kerry W.
the rug I purchased never arrived
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.
Response from The CitizenryJun 20, 2025
Kerry, thank you so much for taking the time to share your experience. We are so sorry for the delay with your order and the discrepancy in the stock of the item you originally chose. While our Client Experience team did their best to alleviate the stress along the way, we certainly understand canceling after such an unexpected delay. Our teams are working diligently to ensure our communication and lead teams accurately reflect our pieces. While the hand-crafted, artisan nature of our pieces can sometimes affect this, we always strive to deliver the best experience possible from order to delivery, and we apologize we missed the mark for you. Please don't hesitate to reach out to us at [email protected] if there is anything we can further assist you with!
TO
Tom
Great product, horrible experience
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.
Response from The CitizenryJun 18, 2025
Tom, thank you so much for taking the time to share this detailed feedback with us regarding your experience. While we are so glad that you are happy with the product, we are so sorry that we fell short with our customer service. Our team is working diligently to ensure we offer the best possible service from order to delivery, and your feedback here is invaluable to help us achieve this. If there is anything else we can do to further assist you, please don't hesitate to let us know at [email protected].
JY
Joseph Y.
Quality of the AVON nightstand is exceptional
Quality of the AVON nightstand is exceptional. the ordering process is less so. Initially I was informed there was no way to be on a waitlist for this second night stand, then I was told I could order this and it would be delivered in mid May, finally I was advised of a delay from the manufacturer (these things happen) and the AVON stand was delivered on Friday the 13th of June. Great product but the communication between your customer service organization and the supplier could use some improvement.
Response from The CitizenryJun 18, 2025
Joseph, thank you so much for taking the time to share your experience with us. While we sincerely apologize for the conflicting communication, we are thrilled that you have found your Avon Nightstand to be exceptional!
