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
Created with AI, based on recent reviews
What people talk about most
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
See how their reviews and ratings are sourced, scored, and moderated.
Don’t get me wrong
Don’t get me wrong, we love your products! But these orders need to be on time rather than delayed not once but twice! If they got to me on time, you would have five stars but if you can’t deliver on time, then you need to find another solution besides a minor gift card.
October 6, 2025
Reply from The Citizenry
Hi Antoinette,
We appreciate your feedback, and we completely understand your frustration. While we’re so glad to hear you love the products, we know that delays can be incredibly disappointing, especially when they happen more than once. Our team is actively reviewing our shipping processes to improve reliability and timeliness in hopes that we can ensure a more positive experience in the future!
Quality is good
Quality is good, linen is soft and cozy. It did take over a month to receive the quilt and had quite a bit of confusion in the whole process, which was frustrating when it said it was in stock upon ordering.
October 5, 2025
Reply from The Citizenry
Hi Hannah,
We’re so glad to hear you’re enjoying the quality and feel of your new linen quilt! That said, we completely understand how frustrating the shipping confusion must have been, especially since the item was listed as ‘in stock’ at checkout. We truly appreciate your feedback, and we’re using it to actively improve our communication and stock visibility to make the ordering process smoother in the future. We hope that you’ll consider us again when the time comes to order a new set of linens!
Reply from The Citizenry
Hi Laurence,
Thank you for sharing feedback about your experience. We understand that one of your items was on a longer backorder than expected, and we're truly sorry for any frustration and disappointment this has caused.
We can confirm that this portion of the order has been cancelled and refunded per your request, and while we know this doesn’t erase your experience, we hope it demonstrates our commitment to making things right and restoring your confidence in us. If you need any additional support with your order or future purchases, please don’t hesitate to reach us directly at assistant@the-citizenry.com. We’d be glad to help!
Delayed shipping but everything is okay
After being concerned about the shipping delay which was longer than the original estimate, I was worried about what kind of quality I could expect; however, after several updates from the customer service rep Haryl R, who was helpful, honest, and professional throughout my ordeal, I’m more than satisfied with my experience. It also helps that the linen sheets I ordered are so soft and gorgeous.Big thanks to Haryl for turning a somewhat concerning experience into a positive one.
September 30, 2025
Reply from The Citizenry
Hi Whitney,
We’re so happy to hear that Haryl was able to turn things around for you and provide such thoughtful support along the way! Delays can be frustrating, but it’s wonderful to know that the frequent updates and personalized care made your experience a positive one.
We also love that your new sheets are living up to the comfort and beauty you hoped for. Enjoy!
Every time I place and order it never…
Every time I place and order it never ships and then somehow goes on back order. Then once I ask to cancel it, it magically is being shipped out that week. Then you wait another week still no tracking. Then you email them back for the 11th time and somehow the tracking is available. Had the same experience both times I placed an order. Customer service is great. Fulfillment center not so much
September 30, 2025
Reply from The Citizenry
Hi Shelby,
Thank you for sharing your experience. We completely understand how frustrating those delays and back-and-forths must have felt, and we're so sorry for the disappointment caused.
While our team has already reached out with your tracking information, we're glad to confirm that your order is now out for delivery this evening.
Your feedback is important to us, and we’re actively working on ways to improve both communication and transparency around shipping timelines. We hope that we’ll have the opportunity to restore your confidence in us and earn your business again in the future!
Lindsay is the RUDEST of all the customer reps
Lindsay often writes the RUDEST responses and never offers a solution to their incompetent inventory struggles. Like how hard can it be, lol??? I’d love to see their refunds report. I bet it’s 60% of their revenue. Here’s a good one below...
Ordered rug in July, said it would ship early August, cancelled by Lindsay on 9/23.
“Hi Jonathan,
Thank you for reaching out. I’m so sorry for the confusion here. Unfortunately, your rug was oversold, and we weren’t able to secure additional inventory to fulfill your order. Because of this, we had to cancel the order and process a full refund back to your original payment method.
We apologize for the issue! Please let me know if I can help with anything else.
Very Best,
Lindsay
Customer Experience”
@Citizenry, your photoshoots, and marketing is beautiful but as you clearly know, your customer service is PATHETIC. Act like you’re trying harder?? Joke.
****UPDATE ON 9/25**** CITIZENRY'S RESONSE SAYS I OPTED FOR A REFUND. THIS IS FALSE!! BUYER BEWARE!!!!!!!!!
September 18, 2025
Unprompted review
Reply from The Citizenry
Hi Jonathan,
Thank you for sharing your feedback. We’re truly sorry to hear about the cancellation of your rug order and the frustration it caused. We recognize how disappointing it is to expect an item, only to have those plans disrupted, and that isn’t the experience we aim to provide for our customers.
Although our team has been working through inventory challenges, that doesn’t make up for the inconvenience or the lack of clear communication along the way, and we know that this falls short of the clarity and dependability our customers expect. Our teams are already working to improve inventory accuracy, so experiences like this don’t happen 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.
Similar to other poor reviews
Similar to other poor reviews, order placed on September 6, item showed as in stock and ready to ship. Their website says shipping / arrival in 6-9 business days. It's 9/24 and nothing, my order shows as placed but no updates regarding fulfillment or shipping. Email replies are polite but don't provide any real information. I just told the I want to cancel the order. Next step is a chargeback, which I don't want to but will. I was already concerned but after reading about all of the issues, even more so.
Update / Add: I received a prompt, professional and helpful response to my email requesting that my order be cancelled due to whatever was causing the lengthy delay in fulfillment. My order was cancelled and I have received notification of the pending refund. I am happy with the resolution. Still wish I had received the linen quilt I ordered but it was my call to cancel so I appreciate their response.
September 23, 2025
Unprompted review
Reply from The Citizenry
Hi Ali,
Thank you for your feedback. We’re so sorry for the delay with your order and for the lack of clear updates along the way. We understand how frustrating it is when expectations aren’t met, especially when an item is shown as in stock.
We’d love the chance to make this right, and have sent you a request for additional information so we can locate your account. Once we receive this, please be on the lookout for a follow-up email from our Customer Experience team. They will be able to assist with your cancellation request, or help to explore the best resolution here.
Waffle towels faded within 1 week
We received 2 sets of waffle towels for a Christmas gift, but were in the process of building a new home. I got out the towels to use and within the 1st few uses, it had already become discolored. I don't use any type of bleaching products and we have never had towels that have discolored within a week with other brands. Because we are outside our return window, there is nothing that can be done. Just disappointed that such an expensive product would be such a let down. We will go back to using our cheaper, yet better quality products in the future.
September 1, 2025
Unprompted review
Reply from The Citizenry
Hi Tiffany,
Thank you for taking the time to share your experience. We're so sorry to hear that your waffle towels discolored so quickly, especially after being gifted something you expected to enjoy for years. That’s not the kind of quality or durability we want our products to deliver, and we completely understand your disappointment.
While we do see that your order is outside of our standard return window, we'd still love the chance to look into this more closely. If you're open to it, please reach out to us again directly at assistant@the-citizenry.com. Our Customer Experience team would be happy to review your case and explore whether there’s anything more we can do to help make this right!
Writing my second bad review this year
Writing my second bad review this year. They have a great product, but have been lying about the shipping date. Already 3 months delayed, and they have not sent any notification as to why. I am having to keep emailing customer service to get information. Very Very disappointed!
September 16, 2025
Unprompted review
Reply from The Citizenry
Hi Adel,
Thank you for sharing your feedback. We completely understand how frustrating it must be to experience such a long delay without any proactive updates along the way, and we're very sorry for the inconvenience and disappointment this situation has caused.
While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates. Our team would really love the chance to make things right!
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.
Your feedback is important to us, and we’re actively working on ways to improve both communication and transparency around shipping timelines. We hope that we’ll have the opportunity to restore your confidence in us and deliver the product you’ve been waiting for!
DO NOT ORDER
I placed an order with The Citizenry on August 23 for an Organic Cotton Gauze Duvet Set. At checkout, the product was advertised as in stock with a promised delivery of 6–9 business days. It’s now September 9 — 17 days later — and my order still shows “Preparing Shipment.”
Customer service told me on August 28 that the item would restock “by next week.” That date has passed with no shipment. I’ve followed up multiple times, but each time I receive vague, stalling replies with no confirmed ship date.
This is false advertising: I paid $230 for a product sold as in stock, with a delivery window the Citizenry could not meet. As a college student moving into my first apartment, I’ve now been left sleeping without bedding for over two weeks because of their misleading practices. I strongly caution others against purchasing from The Citizenry until they fix their fulfillment and customer service (unlikely now that the company has been bought out causing all these issues to turn a quick profit).
September 10, 2025
Unprompted review
Reply from The Citizenry
Hi Max,
Thank you for taking the time to share your experience. We're so sorry to hear about the delay with your duvet set and the frustration it’s caused, especially during such an important time as moving into your first apartment. We understand how disappointing it must feel to expect your order within the promised delivery window and still be left without the bedding you purchased.
Unfortunately, this item oversold faster than anticipated, which created a gap between the “in stock” message you saw at checkout and the actual availability in our fulfillment system. That’s on us, and we completely acknowledge how it would feel misleading. While our team has been providing updates as we work through restocking, we recognize that those responses have not given you the clear answers you deserve.
We've sent you a request for additional information so we can review your order details and ensure you receive a resolution, whether that’s arranging a replacement or processing a refund. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team!
We’ve also passed your feedback along to our operations team so we can improve how we communicate real-time inventory and delivery expectations. If there is anything else we can do to improve your experience, please let us know.
Terrible Customer Service
I ordered a rug October 2024 to be delivered mid November 2024. Now I am told it will ship December 2025! Yes every 3-4 weeks when no shipping notice arrives I have to reach out to customer service and ask what’s up. Always it’s coming in 3-4 weeks. All sorts of excuses and platitudes. I’ve gotten a couple of 10-15% discounts. They took my money on October 2024!! I paid in full. And the rug is still listed for sale on their website. I just asked for a credit for the original price to use toward another rug, we will see what they say. But definitely will not be ordering from them again.
September 4, 2025
Unprompted review
Reply from The Citizenry
Hi Kirsten,
Thank you for taking the time to share your experience. We’re so sorry for the repeated delays and the frustration of having to reach out multiple times without receiving the clarity or follow-through you deserved. Waiting this long after paying in full is understandably upsetting, and we recognize how discouraging it must feel to see the rug still listed online while your order remains unresolved.
That said, we’d love the chance to turn your experience around! It looks like you're currently in contact with a member of our Customer Experience team regarding this order, and I've asked them to follow up with you again. Be on the lookout for communication within the next business day!
Thank you again for bringing this to our attention. We appreciate your choosing to shop with us, and we’re grateful for the opportunity to make this right.
Fantastic customer service
It was a pleasure browsing the store on Crosby St in SoHo. When I found a bowl I loved, the associate brought the bowls in stock out so I could compare the natural stone markings. I was able to purchase the bowl that I liked most. I appreciated that the associate let me do this.
August 31, 2025
Reply from The Citizenry
Hi Laura,
We’re so glad that you enjoyed your visit to our Crosby Street store! It’s great to hear that our associate took the extra time to show you different options so you could choose the perfect bowl. Thank you for sharing your experience, and we hope you enjoy your new piece for years to come!
Reply from The Citizenry
Hi Andrianna,
We're so glad to hear your visit was quick and easy! Thanks for sharing your experience and the five stars. We appreciate it!
Called the SoHo store in NYC, wonderful experience!
Called the SoHo store in NYC regarding bath towels, and Viet was so helpful. This is the third time ordering from The Citizenry and always the experience is wonderful whether it is online, in-store, or phone! The quality of their products is exemplary.
August 25, 2025
Unprompted review
Reply from The Citizenry
Hi Mary Beth,
Thank you for sharing such kind words about your experience! It’s wonderful to hear that Viet was so helpful during your call, and that every interaction left such a positive impression. We’re thrilled you’ve returned to us multiple times, and it means so much to know that the quality of our products and service continues to earn your trust. We look forward to helping with your next Citizenry find!
Linens nice, customer service awful
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.
February 7, 2025
Reply from The Citizenry
Hi Rebecca,
Thank you for sharing your experience with us. We’re truly sorry that your order was packed incorrectly in the first place. That’s not the standard we hold ourselves to, and we understand how disruptive that must have been for your design project.
After you reached out, our team did offer to send replacements along with a return label for the incorrect item. We didn’t hear back with confirmation on how you’d like to proceed, which is why the replacement was never finalized. We’d still be happy to help make this right, however! If you could let us know your preference, we’ll get everything set up as quickly as possible.
We sincerely value your feedback and appreciate the opportunity to support you in your future projects. Please reach out to us directly at assistant@the-citizenry.com so we can continue this conversation and ensure you have the right pieces in hand!
I only recied one of the throw pillows…
I only recieved one of the throw pillows i ordered. I placed an order for two.
July 30, 2025
Reply from The Citizenry
Hi Isabella,
Thanks so much for sharing your feedback. We sincerely apologize for the confusion surrounding your order! Upon checking, it was confirmed that both pillows were shipped, just in separate packages. We’ve shared the tracking details with you via email, so the second one should be arriving very soon!
That said, we completely understand how it can be frustrating when items don’t arrive together, and we appreciate your patience while the final pillow makes its way to you. If there’s anything else you need in the meantime, our team is always here to help!
Need to improved customer support
The product is good quality, though customer support could be improved.
July 31, 2025
Reply from The Citizenry
Thank you for your feedback and for sharing your experience. We’re so glad to hear you’re happy with the quality of your piece, and we also appreciate your honest note about our customer support. We’re always working to improve, and your insights help us do just that.
Warmly,
The Citizenry Team
You have the best selection
You have the best selection! Your sales are always a nice surprise. Love the quality, and great shipping.
July 31, 2025
Reply from The Citizenry
Thank you so much for your kind words! We’re thrilled to hear you’re loving our selection and the quality. We truly appreciate your support and can’t wait to help you find more pieces you love.
Warmly,
The Citizenry Team
Worst retail experience ever
Website says things are in stock that aren't. This happened to me THREE different times. Only found out after waiting weeks for shipment updates. Does not have telephone support and I am still waiting for an email inquiry I sent over a week ago. Will never recommend and will not shop here ever again.
August 6, 2025
Reply from The Citizenry
Hi there,
This isn’t the experience we ever want our customers to have, and we’re truly sorry for the repeated issues with stock visibility and communication. Your feedback is incredibly important to us, and it’s being shared with our operations team to help address these gaps. We understand a member of our Client Experience team is in touch with you directly, and we look forward to continue assisting however we can.
Warmly,
The Citizenry Team
Costumer service is Great!
July 31, 2025
Reply from The Citizenry
Hi Jeannette,
Thank you so much for taking the time to share this feedback. We are thrilled you had a great experience with our team!
Warmly,
The Citizenry Team
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