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 u... See more
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Review summary
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Reviews shaping this summary
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. Eve... See more
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The king linen bedding sheet set ordered had a small hole in the top sheet that wasn’t noticed until after the first cold water gentle cycle washing. Not happy. There was also much cotton left i... See more
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I have owned two sets of linen sheets over time. The first I splurged on from Restoration Hardware and loved them so much, that when they became threadbare I still kept them and tear them into rags t... See more
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Company details
Written by the company
Artisanal home decor with a soul and story, all Fair Trade guaranteed.
Contact info
Insurance Lane 4619, 75205, Dallas, United States
- the-citizenry.com
2.4
Poor
208 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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Pitiful
Pitiful. Waiting 3 months on a rug that was listed on the website as "In Stock" and is still listed as "in stock". I really don't know if its a scam, lies or incompetence. Over the course of three months i was told different things.
B E W A R E !!!
I orderd rugs from Birch Lane and received the rugs in 3-4 days.
October 28, 2025
Reply from The Citizenry
Hi Willis,
Thanks for sharing this feedback. We completely understand how frustrating it is to wait so long for an item to arrive, especially when it's being advertised as 'in stock.' We’re reviewing how product availability is displayed going forward, so that product pages accurately reflect current lead times. Your experience highlights exactly why that improvement is so important, and we appreciate you taking the time to let us know!
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.
Product material lies
Purchased a quilt, online it says it’s 100% organic cotton. Upon receiving the quilt it is 100% cotton with 100% polyester fill. This is deceitful marketing and I’m super unhappy considering how much it cost. Conveniently there aren’t any reviews for that item and the website won’t allow me to write a review. Feels so scammy.
October 30, 2025
Unprompted review
Reply from The Citizenry
Hi Harper,
Thanks for taking the time to share this feedback. We never want there to be any confusion around materials or product details, and we can understand how disappointing that would feel. We’re sharing your note with our product team to review label descriptions and ensure they’re as clear and accurate as possible moving forward.
The Citizenry is on a sharp decline
The Citizenry is on a sharp decline. They cannot fulfill orders in a timely manner, if at all. When I inquire with associates about the shipping date of my items it’s always the same, “it’ll ship this week!” And then when it doesn’t, it’s “it’ll ship soon!”… etc etc and this goes on for a month + until we eventually have to cancel the order due to the product(s) not being available.
Citizenry used to be one of our favorites but we’re leaving it behind.
October 27, 2025
Reply from The Citizenry
Hi Kate,
Thank you for sharing your thoughts with us, especially as a long-time customer. We definitely understand how exhausting it is to deal with delays and shifting deadlines while anticipating your order's arrival, and we’re putting in the work to strengthen our supply chain and deliver more accurate updates so experiences like this don’t continue. Your feedback is important, and we truly appreciate you taking the time to call out what needs to be better. We look forward to having the opportunity to restore your trust in our brand!
Customer service is abysmal
Customer service is abysmal. Chat function does not use agents, and phone number goes to message directing callers to use email. No one responds to email regularly, and there are conflicting answers. Most of my order went unfulfilled but I had to figure it out myself. Will never order again.
October 26, 2025
Reply from The Citizenry
Thank you for being so honest about your experience. It’s incredibly frustrating to feel like you’re on your own when you’re just trying to get answers about your order, especially when things haven’t gone as expected. We clearly missed the mark here on communication and follow-through, and we’re actively working to make that better across every support channel. We appreciate you sharing what went wrong so we can keep fixing the gaps and make sure others don’t run into the same thing!
Excellent customer service in taking…
Excellent customer service in taking care of a damaged product
October 18, 2025
Reply from The Citizenry
We love hearing this, Jaime! We appreciate you taking the time to share your experience, and we're thankful for the opportunity to make things right.
High expectations, but disappointed
Was disappointed in the thickness of the sheets. The elastic on the fitted sheet was thin and not robust enough to hold sheet in place. The fitted sheet barely fit our queen bed and it is not extra thick. . The flat sheet was too small in width and length, barely enough to tuck in end of mattress. Overall not worth the cost of the set.
The positives the color was nice and points for the pillow case design with fold over closure.
October 18, 2025
Reply from The Citizenry
Hi Kathleen,
Thank you for taking the time to share such thoughtful feedback! While we’re glad to hear that you liked the color and pillowcase design, we understand your disappointment with the sheet thickness, fit, and elastic quality. We’ve shared your comments with our product team as we continue refining dimensions and construction for a better fit and feel across a wider range of mattress types, and we appreciate your helping us improve.
I ordered a bunch of "in-stock" items…
I ordered a bunch of "in-stock" items that took months to arrive without any communication. Months later when the items finally arrived, they were not the size I ordered. No customer service phone number, and takes at least 48 hours for them to respond by email. Sad, because the items seem like decent quality, but their operations are a disaster.
October 9, 2025
Reply from The Citizenry
Hi Corbin,
Thank you for sharing this feedback. We understand how frustrating the delays, sizing issues, and communication gaps must have been, and we've passed your feedback along to our operations and support teams to improve accuracy and ensure customers receive clearer, more timely updates going forward. We’d welcome the opportunity to earn back your confidence in the future!
8 wks waiting for 9x12’ rug, was sent 2x3’ instead
After 8 weeks of waiting for a 9x12’ rug, a 2x3’ rug arrived instead. Supposed to have “white glove delivery”, let’s hope that happens once corrected. Customer service reply was prompt and thoughtful, but still waiting for ops to fix an incorrect SKU and can’t order a replacement until fixed. I expected better and more accurate order fulfillment.
October 18, 2025
Reply from The Citizenry
Hi Megan,
We’re so sorry for the mix-up with your rug order and the delay in getting it corrected. We’re glad to hear our customer service team has been in touch, and we’ve asked our operations team to prioritize resolving the SKU issue so your replacement can be fulfilled as soon as possible. We appreciate your patience and are thankful to have the opportunity to earn your business!
Really nice I want one in the smeller…event since out of stock . Please let me know
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
October 22, 2025
Reply from The Citizenry
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 asisstant@the-citizenry.com!
$50 shipping fee for a dozen napkins
$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.
October 23, 2025
Reply from The Citizenry
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!
Horrible experience
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.
October 24, 2025
Reply from The Citizenry
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.
i never got shipped my rug and they…
i never got shipped my rug and they never provided a refund. communication has been horrible
October 23, 2025
Reply from The Citizenry
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!
Honestly
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.
October 22, 2025
Reply from The Citizenry
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!
Beyond annoying
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?
October 14, 2025
Reply from The Citizenry
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!
Don’t waste your time. You may never even get your order.
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.
October 20, 2025
Reply from The Citizenry
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.
Your store is full of good surprises!
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.
October 20, 2025
Reply from The Citizenry
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!
I’m glad I splurged on these quality linen sheets
The format of your email is unclear as to whether you are asking for feedback on the customer service or the product itself. So I will try to adjust both Customer Service was fine just simply ordered by email and sheets arrived although they took a little bit of time to get here. The sheets themselves are a very fine quality and I’m glad I invested in linen sheets with your company because I believe they offer a superior quality of linen.
October 13, 2025
Reply from The Citizenry
Hi Lois,
We’re delighted to hear you’re enjoying the quality of your new linen sheets! We appreciate your patience with the delivery, and thank you for trusting us with your investment. We’re so glad they were worth the wait!
I have had a very good experience with…
I have had a very good experience with Citizenry.
Customer service was outstanding. I had no delay in a response . He was very helpful. I can’t wait to receive my blanket .
October 18, 2025
Reply from The Citizenry
We’re so happy to hear that you had such a great experience with our team and that everything went smoothly with your order! It’s wonderful to know that you received helpful, timely support, and we can’t wait for you to enjoy your new blanket!
Reply from The Citizenry
Hi Braeden,
We’re so glad to hear that your sheets arrived quickly, and that you’re loving the feel! Thanks for sharing your experience with us, and for choosing The Citizenry.
Package was not delivered
Package was not delivered. This was a wedding present, and message under tracking number says undeliverable. Hope you can fix this!
October 11, 2025
Reply from The Citizenry
Hi Laurie,
We’re so sorry to hear that your package wasn’t delivered, especially given that it was a wedding gift. That’s understandably disappointing!
We’ve escalated your issue internally, and a member of our team will be reaching out shortly to assist, and to ensure that the package gets to the right place as quickly as possible. We appreciate your patience while we make things right!
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