Horrible. Purchased 2 washcloths over 30 days ago. Customer service can't provide a ship date. They also falsely say they have given me a $5 credit to my account. Not there. Now I'm painfully tryi... Voir plus
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Lisez les avis des autres
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... Voir plus
L'entreprise a répondu
Waited a month to receive the items but unfortunately it was only a portion of the order. Still waiting to hear from customer service when to expect the remainder of the order.
L'entreprise a répondu
When buying organic/fair trade, there is an expectation of sustainability for the entire experience. Unfortunately, this came wrapped in a plastic bag. If you have a king sized bed, the lines have to... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
Artisanal home decor with a soul and story, all Fair Trade guaranteed.
Coordonnées de contact
Insurance Lane 4619, 75205, Dallas, Etats-Unis
- the-citizenry.com
2,4
Bas
200 avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
A répondu à 98 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
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Excellent products.
Excellent products. Easy ordering and shipping. I am a little disappointed that our blu slate pillow cases to match our queen set are waitlisted.
29 novembre 2025
Réponse de The Citizenry
Hi Michael,
We’re glad to hear that you’re enjoying the products and that ordering and delivery went smoothly. That said, we understand it’s disappointing to have the Blue Slate pillowcases waitlisted when you were hoping to complete the set, and we’ve passed your feedback along to our team so we can improve inventory visibility and avoid situations like this in the future. Thanks for choosing The Citizenry!
This store is criminal
This store is criminal. I bought a pillow from them and they never sent it. They never responded to numerous attempts to rectify the situation. They have never responded to any of my queries. I've since found out that others feel the same way. Do not buy from them!
1 décembre 2025
Avis spontané
Réponse de The Citizenry
Thanks for sharing this, Gene. We understand how upsetting it is to place an order and not feel supported when something goes wrong, and that isn't the kind of experience we want anyone to have.
We’ve sent you a request for more information so we can look into your order and get this escalated to the right team. Once we have those details, we’ll be able to review what happened and work toward a resolution.
We're looking forward to getting this resolved for you!
Oh Canada
Oh Canada! Avoid 100% .... No returns for any reason accepted from the great white north.
Linen sheets bought in August not shipped till Nov.
Multiple.calls then emails with non human bot to cancel much delayed order pointless.
Tried to return order when received (because had done the sensible thing and when seemed like order would never come went elsewhere.
Refused to take a return for anything purchased in Canada....but they were more than happy to take my money from here....endless loop of call, redirect to website/email...Felt like I bought from Temu not these >$400 linen sheets
28 novembre 2025
Avis spontané
Réponse de The Citizenry
Hi there,
Thanks for taking the time to share your feedback with us. We can definitely understand how frustrating your experience has been, especially given the long delays and the added confusion around return eligibility in Canada.
This isn't how we want anyone to feel after placing an order with us, and we’ve shared this feedback internally so we can take a closer look at our policies and communication for our Canadian customers.
Experiences like yours help us understand where we need to do better, and we really appreciate you calling this out. We look forward to having the opportunity to rebuild your trust in our brand!
Do not shop at The Citizenry
Do not shop at The Citizenry! I ordered a bed, paid in full, and patiently waited 2.5 months. I needed to coordinate a mattress delivery so I emailed the company to get an update. I was told the bed was in transit so I had the mattress scheduled for delivery. When I realized the bed was in a warehouse near my home I called the delivery company to find out when I can expect the delivery. They told me that The Citizenry CANCELLED MY ORDER with no explanation! I asked if the bed was damaged and was told that it had been inspected and is in perfect condition but cannot be delivered because the order is canceled. I’m beyond frustrated and will not order from them again. At this point, I feel like they’ve stolen over $3,000 from me!
25 novembre 2025
Avis spontané
Réponse de The Citizenry
Hi Carol,
Thank you for sharing your experience. A canceled order without clear communication is not the level of transparency we aim to provide, and we appreciate you sharing these details so we can address them with our team.
We've also sent you a request for additional information so we can reach out and assist with your order directly. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our team! We appreciate your patience and understanding while we work to get this resolved for you.
I'm a repeat customer
I'm a repeat customer. I love the way the products are curated. Though I keep buying, I think even one lovely item, like the Hinoki mirror, can make a big difference in how you feel about your space. I also find the staff at the Crosby Street store so helpful, kind and knowledgeable.
27 octobre 2025
Réponse de The Citizenry
We’re so grateful to have you as a repeat customer, and it’s wonderful to hear how much you’ve enjoyed the pieces you’ve brought into your home! The NYC Citizenry team will be so glad to know their care and knowledge made a difference, and we appreciate you for taking the time to share your experience.
Used to love this company "with a…
Used to love this company "with a soul," but they seemed to have sold it with the acquisition by Heavenly. No longer customer friendly or trustworthy. Can't reach their customer service people for resolution of problems (which there are numerous now -- fulfillment, product reliability, communication etc.) and worse yet, they respond to bad reviews with disingenuous statements claiming they understand how frustrating it is to deal with all that. Trust me, they don't. Steer clear. Note: After the company’s written response here on Trustpilot, there was never any attempt to contact me with a resolution nor any response from leadership.
8 novembre 2025
Avis spontané
Réponse de The Citizenry
Hi LR,
Thanks for sharing this perspective. We understand how discouraging it feels when a company you once trusted doesn’t seem to live up to that same standard, and we know that we have work to do to rebuild that trust.
That said, we've sent you a request for additional information so we can assist further. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our team!
Your feedback is also being shared directly with our leadership team as we continue working to improve communication, product reliability, and support responsiveness moving forward, and we sincerely appreciate the feedback.
Wrapped in plastic, wrong orientation
When buying organic/fair trade, there is an expectation of sustainability for the entire experience. Unfortunately, this came wrapped in a plastic bag. If you have a king sized bed, the lines have to run up/down, not across the bed, like in the image. Otherwise, it us a lovely, warm quilt, true to color.
31 octobre 2025
Réponse de The Citizenry
Hi Kristen,
Thank you for sharing this thoughtful feedback. We completely understand your concern about the packaging, and we’ve shared your comments with our fulfillment team to hopefully consider more eco-friendly options in the future. That said, we’re glad to hear you’re enjoying the quilt itself and appreciate you taking the time to share your thoughts!
No updates on shipment/no sign of delivery
No updates on shipment. I have tried to track it but it seems to be just sitting
29 octobre 2025
Réponse de The Citizenry
Thanks for sharing this. We’re truly sorry for the delay and the lack of updates on your order, and we're committed to making things right. We can confirm that we've received your support request, and a member of our customer experience team will be reaching out shortly with an update on your order’s status. We appreciate your patience while we work to get this resolved for you!
Super impressed with the level of…
Super impressed with the level of support and just general helpfulness of the customer support team
28 octobre 2025
Réponse de The Citizenry
Thank you so much for taking the time to share this feedback, JB! We are thrilled that you had a wonderful experience, and we appreciate you choosing to shop with us.
I really wanted to like this but I…
I really wanted to like this but I washed it only once on cold gentle cycle and already it has nicks that are tiny holes , it seems its not the best quality and for the amount of money it costs its a real pity to see holes after not even a weeks use.
26 octobre 2025
Réponse de The Citizenry
Hi Marta,
We’re sorry to hear that your item didn’t hold up the way it should have, especially after such careful care. That’s not the quality we aim for, and we’re sharing your feedback with our product team to review the material’s durability and make sure it meets expectations for long-term use.
If you haven’t already, please feel free to reach out to us at assistant@the-citizenry.com. We’d be happy to revisit your order with our Customer Experience team and see if there’s anything more we can do to make this right. Your feedback helps us continue to improve how we serve our customers, so we’re looking forward to hearing back from you!
Our linen set arrived on time
Our linen set arrived on time, just as promised. The company contacted us early, kept us updated on the shipping timeline - and our package showed up perfectly. Very pleased.
25 octobre 2025
Réponse de The Citizenry
Hi Ed,
We’re thrilled that everything arrived right on schedule and that the updates along the way were helpful. We appreciate you taking the time to share your experience!
I contacted the company on the first…
I contacted the company on the first day of my order to change the delivery address. They never acknowledged my request and proceeded to ship the item to the wrong address. When I contacted customer service about their error, they refused to correct the situation or offer any solution. This demonstrates a complete failure in customer service and a disregard for basic accountability. I strongly advise against doing business with this company.
16 septembre 2025
Avis spontané
Réponse de The Citizenry
Hi Karen,
Thanks for sharing this feedback. We definitely understand how frustrating your experience must have been, especially after reaching out so quickly to correct the address on your order. We want to make this right and make sure you’re supported properly. If you’re open to it, please reach out to us at assistant@the-citizenry.com with your order details so we can take another look and help get this resolved!
My experience has been terrible
My experience has been terrible. The product shipped almost a month after ordering, even though the shipping I paid for said it would arrive in 6-9 business days. It still has not arrived. Customer service was not helpful at all.
31 octobre 2025
Réponse de The Citizenry
Hi Ella,
Thanks for sharing this feedback. We definitely understand how frustrating it is to be left waiting for items past the estimated delivery date, especially without helpful updates along the way. We’re truly sorry for the delays and the lack of clarity you experienced, and our team is actively reviewing your feedback to help prevent situations like this going forward. We truly appreciate your patience as we work to make things right!
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.
28 octobre 2025
Réponse de 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.
30 octobre 2025
Avis spontané
Réponse de 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.
27 octobre 2025
Réponse de 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.
26 octobre 2025
Réponse de 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
18 octobre 2025
Réponse de 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.
18 octobre 2025
Réponse de 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.
9 octobre 2025
Réponse de 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!
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