The CitizenryReviews of the-citizenry.com

Response from The CitizenryJan 12, 2026

Hi Ryan, Thanks for sharing this! We’re truly sorry for how disappointing and frustrating your experience has been. You’re absolutely right to expect clearer updates without having to repeatedly check in, and we regret that we missed the mark here. That said, we've confirmed that your rug has shipped, and our Customer Experience Team followed up via email on 01/01 with tracking details. Please don't hesitate to reach out directly if we can assist further with this order. We truly appreciate you flagging this and are taking feedback like yours seriously as we work to improve transparency around shipping timelines. Thank you for your patience and understanding!

Response from The CitizenryJan 12, 2026

Hi Cat, Thank you for taking the time to share this. We’re sorry for how frustrating and drawn-out this experience was, from the mislabeled boxes and incomplete deliveries to the lack of clear coordination between our teams and the delivery partner. You should never have been put in the position of coordinating the logistics, and we understand how much time and energy this cost you. While we’re glad a full refund was ultimately issued, we know that doesn’t make up for the inconvenience or the breakdowns along the way. Your feedback about communication and inventory alignment is important and has been shared internally as we continue working to prevent situations like this in the future. If there’s anything further you’d like to discuss or if you need additional assistance, please feel free to reach out to us directly. We appreciate you being candid about what went wrong here, and we’re genuinely sorry about your experience.

Response from The CitizenryJan 7, 2026

Hi JG, Thank you for sharing this. We’re truly sorry to hear the sheets haven’t softened the way you expected, especially given your experience with linen and the investment you made. That’s understandably frustrating. If you’d like to talk through this or explore possible next steps, we’re here to help. Please feel free to reach out to us directly at [email protected], and our team will be happy to assist!

Response from The CitizenryJan 5, 2026

Hi Khoa, Thank you for taking the time to leave feedback. We’re deeply sorry for how frustrating and disappointing this experience was, and you’re absolutely right to expect clear communication once your order has been placed, especially when delivery timelines change. We’re sorry that the lack of proactive updates and delayed responses led you to lose confidence in us, and your feedback has been shared internally to highlight the gaps in how delays and follow-ups were handled here. While we know this doesn’t change your experience, we appreciate you being candid about what went wrong and we hope to have the opportunity to restore your trust in our brand.

Response from The CitizenryDec 30, 2025

Hi there, Thank you for taking the time to share your experience. We can understand how disappointing it must have been to receive a defective item, especially as a long-time customer. It’s completely reasonable to expect that products are carefully inspected before they’re shipped, and we’re sorry this wasn’t your experience. Your feedback has been shared internally so we can take a closer look at how situations like this are handled going forward and ensure we’re supporting customers more thoughtfully when issues arise. We truly appreciate the years you’ve spent with our brand and hope to have the opportunity to regain your trust in the future.

Response from The CitizenryDec 29, 2025

Hi M., Thanks for taking the time to share your experience. We know how disappointing it is when things don’t arrive as expected, especially after such a long wait. We recognize that this falls short of our standards, and we'd love the opportunity to turn your experience around. 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!

Response from The CitizenryDec 21, 2025

Hi Cath, Thanks for taking the time to share this feedback. We understand how upsetting and frustrating the delays and lack of inventory must have been, and we’re really sorry this happened. We can confirm that a full refund has been issued for your order and should be reflected within 5–6 business days, depending on your bank. As for the item still appearing available online, we hear your concern. Our product listings reflect our broader catalog and don’t always update in real time with inventory changes, which can lead to confusion. We’re actively working on improving this process so customers have clearer, more accurate information when shopping. Again, we appreciate you calling this out. Feedback like this helps us address the gaps and improve the customer experience moving forward.

Response from The CitizenryDec 21, 2025

Hi Alex, Thanks for taking the time to share this. We can understand how disappointing and frustrating it is to experience the same issue twice, especially when you’ve carefully followed the care instructions and invested in a premium product. After nearly a year of use, it’s reasonable to expect your sheets to hold up better than what you’ve described. Additionally, we're sorry to hear that your most recent outreach left you feeling unsupported. We'd love to learn more, and have sent you a request for additional information so we can locate your order. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team! Your feedback has been shared with our product and customer experience teams so they can take a closer look at durability concerns with the stonewashed linen, as well as how we support customers when problems occur. We truly appreciate you speaking up and letting us know where your experience fell short!