The CitizenryReviews of the-citizenry.com

I had high hopes for The Citizenry but was left deeply disappointed by their complete lack of accountability and customer care. I placed an order on December 17, 2024, well within their promised timeframe for expedited shipping to ensure delivery by Christmas. Despite this, my item never shipped, and I was later informed it was a “supply issue.” What makes this worse is the dismissive way they handled the situation. They canceled my order without offering any solution or attempt to remedy the issue—no expedited replacement, no apology gift, no effort to retain me as a customer. Just a generic cancellation notice as if my time and trust didn’t matter. I chose The Citizenry over competitors who could have delivered on time because I believed in their brand and their promises. This failure not only disrupted my holiday plans but also damaged my perception of their reliability and professionalism. I strongly advise anyone considering a purchase to think twice. Their lack of communication, broken promises, and dismissive approach to customer service have ensured I’ll never shop here again.

I’m never ordering from this company again. The first time I ordered it took them over five months to send the pillow With a little-to-no communication. Now they’ve entirely screwed up two of my orders… Three weeks later and they still have not arrived and no communication from support. One says it was delivered and it clearly wasn’t. It was a 48 inch lumbar pillow and they marked it as delivered. When you click on the FedEx tracking number it shows a small square box that the pillow clearly doesn’t fit into. I’ve ordered a lumbar pillow from them before and it came in a very long box. FedEx also displays as a photo in the tracking from December 5 and meanwhile the citizenry says it was delivered on December 15. The other package is marked as shipped, but never left their facility and I have no update from customer service. In addition to this, they sent me someone else’s order and are now putting me through the wringer to try and get the pillow back to them. Get your stuff together before you go out of business. I’ll never buy from you again. Buyers beware!

Have previously had good experiences with this company. I've bought a couple of towel and bed sets from them and love the quality. However, they seem to be a scam site at this point. I ordered Christmas gifts from the sure back in November, the items I ordered were reportedly "In Stock and Ready to Ship." Here we are, a month later, no shipment, no response from customer service, no response to Amazon Pay after instructing them to reach out. I have had no choice but to initiate a chargeback.

I feel compelled to write a very negative review for this company, given my negative customer service experiences. I, too, waited almost 2 months for an order (that I paid for in full on my credit card at the time of purchased) to arrive, despite the fact that on their website, the items’ status were: “item in stock and ready to ship.” Further, it has been extremely difficult for me to return items eligible under their return policy. For example, they shipped the items from my order in multiple boxes, so when I initiated a return, I needed multiple shipping labels. The customer service representative on the chat told me she would email to me the extra labels, however, that never happened. This company makes it extremely difficult to return eligible items and receive a prompt refund. One of the reviewers on this site categorized this company as running a Ponzi scheme. I wholeheartedly agree with this reviewer’s assessment. Given the unethical business practices by The Citizenry, I will submit a formal complaint to the Better Business Bureau.

Ordered 2 Padma baskets in August. Received them in Mid-Nov. (80 days from purchase date). Staff at the NY store were always very friendly and helpful when I called to inquire about my order. The 3 stars are not reflective of customer service but rather the quality of the items. I appreciate handmade items but the QC on these baskets needs to improve. I had to hot glue down all of the reed ends so they would not come unwoven. The color of the baskets is much lighter than what is pictured on The Citizenry website. I am an artisan so I can make these baskets work but for the price I paid ($280.00 for 2 baskets) they should be a bit better quality or lower priced.

Refused the refund they offered me after repeatedly telling me my item would be shipped. Full on lied about the item being shipped, and then never followed up three (!) times. They finally offered me a refund, which I accepted, and they ignored it and shipped the item any way and demand I go through a returns process. What a terrible customer experience.

Horrible customer service. I ordered a pillow that was "in stock" in July and by September they finally admitted it wasn't in stock nor would it be anytime soon. So after a month of back and forth with customer service (only email, they NEVER answer the phone) they sent a new pillow and it was the WRONG color. I'm now on month two of trying to get this corrected and NO response. Sounds like I'm not the only one who paid for a product I never got. VERY disappointing. Will never use them again.

Quality of linens ordered previously was good hence one star. Otherwise abominable customer service, as polite and “helpful” as they are unable to solve any shipping problems and incompetent actual service. Ordered a carpet and they used a shipper to ship to a Canadian address that doesn't actually ship to Canada! Multiple phone calls emails later finally possibly shipping to a NY address. Still have not received item - 4 months later