The Citizenry Avis 200

I ordered a tapestry piece on December 8 & it said it would ship early January. It’s now February 2! I emailed them on January 5 to get an update on my order. Surprisingly they responded on January 8 saying:
“Thanks so much for your note, and we're truly sorry for the delay. We see that the Amala Jute Wall Hanging was originally scheduled to ship in early January, but due to a delay in our restock, we were not able to fulfill them right away.

The restock is still in transit and is expected to arrive at our warehouse next week, provided there are no additional delays due to the recent holiday, with orders shipping in late January to early February.”

I then asked them once they received the item if they can expedite the order since it was originally supposed to ship out early January and they said they can’t since they work with a third-party that ships automatically from them.
I then decided to email them on January 16 just to see if they had a better ETA & then got this response two days later:

“Thank you for your note! I checked the latest update from our team, and the restock is still in inland transit to our warehouse. It is currently expected to arrive within the week of the 25th, assuming there are no delays with transport. Once checked in, we anticipate shipping within 1–2 weeks, so delivery may be around early to mid-February.

We apologize for the inconsistent timing and want to assure you that we’re working to ship your order as quickly as possible. You’ll receive a separate notification once your package is on its way.”

I then told them how unfortunate the situation is because the date continues to change and be pushed out further.

Then on January 23 I took a screenshot where it said that the specific item would ship in 6-9 days. They also told me in a previous email that their ETA is accurate. If it was then 1. I would have already gotten my piece and 2. If I would have ordered the same exact piece on January 23 I supposedly would have received it by now. We went back a few more times but at this point I have emailed them another three times and I still have not heard back from them. I told them that now I am questioning that they are a legit business.

I ordered 2 different products, neither of which were delivered on time. One was delayed 2 months which I only found out after reaching out to customer service.

The French linen bedsheets I ordered were more than double the cost of my previous set of sheets and they developed a hole in them after only 1 month of use.

I still do not have my comforter that I ordered in November and it is now February.

No one has reached out with an update. Pretty sad experience overall I would not recommend purchasing from this company.

I still don’t have my item.
I went into your store in Soho and ordered it with an associate on 12/19.I was told I should get delivery on 1/5.
Then I received an email the next day from you saying I had to reorder the item for some reason. I did that and now I still don’t have the item!

I highly recommend avoiding this company. They are basically fraudulent, they say something will ship, take your money, and it never ships.
In response to the reply to my review-I am asking for an immediate refund.

Ordered a mirror from them in mid November with their website stating that it was in stock and would be delivered before Christmas. Fast forward to January 20th and nothing. I contacted customer support via email and the first time they said it would ship mid December, then late December. They do not send updates, the only way to talk to someone is through their customer support email and the information they've given me has not been accurate. I was then told on January 11th and they said the mirror is in their warehouse, but no shipping date or any information on the item. Still nothing about the delivery date or anything. This wouldn't be a problem if they were upfront about timelines and proactive about delays but giving zero information until you email customer support and then giving fake timelines makes things different. If you're thinking about ordering from them do so months before you actually want to use the item.

The Peruvian blanket is beautiful quality

I ordered this rug in November and it said it would ship within 9 days. I’m currently 2 months later in mid January and the rug still hasn’t shipped. It feels very misleading that the rug wasn’t even in the country when I ordered it and I have been told that we are waiting on the shipment. There was no communication about the delay. I have had to email customer service periodically to get information… but, I’m always just told that we are waiting. Very disappointing.

I ordered a coffee table on October 26 and was quoted a delivery date of late Nov-early Dec. They use a separate company for delivery called Metropolitan Delivery. Delivery company scheduled the delivery date for Dec 16. The table should have a top, 4 legs, and hardware. On the first delivery attempt, when the delivery men opened the boxes, one had been mislabeled by Citizenry as the top when in fact it contained legs. I had to schedule a second delivery attempt. This time, they only brought the top and half of the legs. They explained that Citizenry never sent them hardware. I was never able to get Citizenry on the phone, they only have email. Eventually, Citiznery admits they don't even have the hardware which is why they stopped selling the table (even though they obviously sold it to me.) I was able to get a refund but will not get the time back that I wasted on this process. There was horrible communication between Citizenry and the delivery company and I, as the consumer, often had to serve as the liaison passing information between the two. I discourage anyone from purchasing from this site.

I purchased the Stonewashed Linen Sheets. This are the least comfortable sheets I’ve ever used and I’m accustomed to linen sheets. I washed them 5 times now hoping they’ll soften, but they are unusable. Way too expensive to feel like sandpaper.

Your company had no issue taking my payment (my credit statement shows a charge of $225.14 on 11/30/2025), yet no one reached out to inform me of any delay in delivery. I contacted the company because I noticed the same items on the website listed as “Ships in 1 week,” even though I ordered long before that and received nothing as promised.

I sent two emails—on 12/23 and 12/27—and received no response. I had to try again on 12/30 through the AI chat just to get an answer. The offer of a $20 credit was an insult to your customer.

I canceled the order and requested them to refund my money. Other businesses will be happy to earn my trust instead.

I’ve heard your products are good, but now I’ll never know, and I will not be ordering from your company ever again. One thing I do know is that your customer service is VERY poor.

These sheets came out of the box with a pull in the flat sheet. The thread is broken and will become a hole as soon as we wash them. I notified the company, but they said that they wouldn’t replace it because it had been more than 30 days since they arrived. (We were waiting for a new bed, so hadn’t opened the box.) Obviously it’s the company’s job to inspect the product before it’s shipped. I’ve been a good customer of the Citizenry for many years, but won’t order from them again.

I ordered towels in mid november. The order said they would ship mid-december. They still have not shipped. I have emailed several times and have not gotten so much as an acknowledgment. Not sure what to do at this point other than dispute the charge.

Update for anyone experiencing something similar or wondering if you should order from them: it’s been 5 days since their response on this review. I replied almost immediately with the requested information, have not heard a peep since. I just sent another email inquiring about my order and have decided to give it until Monday before reporting this to my bank.
Will update here if they make any attempt to actually figure out the situation. At this point, I’m not hopeful I will hear anything.

Update 2 as of 1/7 - still have not heard a word from The Citizenry after my follow up to their response on this post. I have disputed the charge with my bank.

Unfortunately this was a terrible experience. I ordered a rug several weeks ago which was due to be delivered within 6-9 days and when it hadn’t been delivered a reached out. After several email exchanges with an AI assistant, they confirmed it wasn’t in fact in stock and there had been an error and that it wasn’t due to be restocked at this time. I asked for a refund (this was several days ago) and have not received it and their online shop still shows the same item available to purchase so they are continuing to mislead consumers and take people’s money when they have full knowledge the item is not in stock. Avoid this company.

I ordered the stonewashed fitted sheet twice now. After 11 months the sheet always begins to have rips and holes. We follow the manufacturers washing instructions, we always use cold water and low heat. After the first one began to rip, I emailed customer service and it was replaced. After 11 months again, the same problem occurred. I can’t believe the terrible quality for the price. I wrote to customer service to see if I could try a different product since the stonewashed linen was so faulty and they said there was nothing they could do for me. Too bad. Stay away from the linen sheets!

We ordered a bed from The Citizenry that was listed as "In stock" with a delivery date of 2 weeks. That date came and went with no communication. When we followed up with them, we were told that it would be shipping in the next couple of days. When that didn't happen either, we followed up to determine what caused the additional delay - this time "they" said that they couldn't contact the manufacturer of the product and didn't know when the bed would be made. This is for a product that was listed as "In stock". We are now 90+ days after the purchase with only conflicting information about when the bed will ship. This was purchased to furnish a new home, so now we will have guests sleeping on a mattress on the floor for the holidays. I am fairly sure that the only entity in customer service is a chat bot. It is impossible to speak to a person or to get a straight answer. Unless you don't care when or if your product will ever arrive, I would find another furniture retailer.

I ordered a rug and pad @$2500 on October 9, the pad arrived in a few days, when the rug hadn’t arrived by December 9th(2 months later) I contacted them and I was informed the could not fulfill my order and refunded the cost of the rug. No one from the Citizenry ever reached out to me in the two months I waited, when they knew they didn’t have my rug. They sold me something they didn’t have and never let me know and said sorry you are disappointed.

Used to be a great company with excellent customer service and products. I would recommend against buying since the Havenly acquisition. Their customer service is awful and they do not stand behind their products. I had a rug for less than 6 months that unraveled and they refused to do anything about any products for 30 days after delivery. For the price, I would expect much better quality. This was also after it took forever to ship despite saying it was in stock, which appears to be really common on the site.

The sheets are so comfortable, I cant wait for the duvet cover and my new Fluffy insert.