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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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.
1 septembre 2025
Avis spontané
Réponse de 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!
16 septembre 2025
Avis spontané
Réponse de 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).
10 septembre 2025
Avis spontané
Réponse de 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.
4 septembre 2025
Avis spontané
Réponse de 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.
31 août 2025
Réponse de 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!
Réponse de 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.
25 août 2025
Avis spontané
Réponse de 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.
7 février 2025
Réponse de 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.
30 juillet 2025
Réponse de 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.
31 juillet 2025
Réponse de 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.
31 juillet 2025
Réponse de 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.
6 août 2025
Réponse de 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!
31 juillet 2025
Réponse de 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
Linen sheets NOT GREAT
Over the past four years, I’ve purchased two sets of linen sheets from The Citizenry—mainly because I was drawn to the colors and designs (all my other sheets are from Parachute which is where we usually purchase). Unfortunately, both linen sets from The Citizenry have worn out to the point of developing holes in the fitted sheets, despite relatively moderate use.
I’m leaving this review because I have a fair basis for comparison—other sheet sets we’ve owned for much longer have held up exceptionally well. I’m disappointed with the durability and overall quality of these linen sets, so if you are considering, unfortunately I would try another brand.
1 août 2025
Avis spontané
Réponse de The Citizenry
Hi Danielle,
We’re so sorry to hear this has been your experience. Our linen bedding is one of our most-loved collections, and we take it seriously when it doesn’t meet expectations. Your feedback about durability is extremely valuable, and it helps us to do better. If you’d be open to it, our Client Experience team would love the chance to learn more and see how we can make things right. Please don't hesitate to reach out to assistant@the-citizenry.com when you have a moment.
Warmly,
The Citizenry Team
Excellent company & products!
The website & checkout process is seamless! The delivery to Canada was fast & wonderfully pain-free 😊
Needless to say, the linen sheets are a dream! Beautiful quality, generously sized. Look up the health benefits of sleeping in linen. Sheet sets of the quality that the Citizenry has are well worth the investment!
30 juin 2025
Réponse de The Citizenry
Thank you so much for the kind words - we’re thrilled to hear the experience, from checkout to delivery, was smooth and easy. And we couldn’t agree more about the linen, it’s one of those simple luxuries that only gets better with time. So glad it’s been a dream fit.
Warmly,
The Citizenry Team
Great Experience with Citzenery!
Normally don't take the time to review but wanted to share my recent experience. I was on the hunt for king size percale sheets and had a very specific wish list. It included color, side labels/tag, long strand, GOTS organic, affordability and fair trade. After a day of online searching The Citizenery was the only source I could find and I placed my order. THEN I came to trust pilot and was overwhelmed by the number of bad reviews. I held my breath anticipating that I would not receive my order or would experience terrible customer service. Instead, I received a tracking number within 24 hours and my purchase within days. Unfortunately, my order was missing the extra set of pillow cases I had ordered with the sheet set. I emailed the company on a Saturday and was not expecting a response for at least a few business days. Instead I received a same day response and the cases are on their way. No hassle! The sheets themselves are lovely. I love the blush color and the detailing. An added bonus to the features on my wish list is that the cases have a beautiful stitching detail AND an envelope closure which I had not noticed on the website. Ordering more!
13 juillet 2025
Avis spontané
Réponse de The Citizenry
Hi Lonny,
We're so grateful you took the time to share this. We know trust is earned, and it’s incredibly rewarding to hear your experience reflected both the care behind our craft and the support of our team. Thank you again for giving us a chance - we can't wait to welcome you back for your next set.
Warmly,
The Citizenry Team
Love Mercado baskets
I just received another Mercado round basket to hold a floor plant. The basket quality is excellent and color is consistent with previous ordered Mercado baskets. I especially like leather handles on Mercado baskets.
4 avril 2025
Réponse de The Citizenry
Hi Karen,
Thank you for the kind words - it’s wonderful to hear your newest Mercado basket feels right at home among your collection. We’re so glad it’s serving both form and function in your space.
Warmly,
The Citizenry Team
Awesome Linen Sheets
I ordered one set of the linen sheets and liked them so much I ordered a second set. They're super substantial (fair warning - the first wash will fill your lint catcher!) and I'm guessing will not get the holes my old linen sheets got within like two years of purchase. Great colors, great texture, spectacular sheets!
30 juin 2025
Réponse de The Citizenry
Hi Carla,
We love hearing this! Thank you for taking the time to share your experience. Our linen sheets are designed to hold up beautifully over time, and we’re so glad you’re loving both the feel and the finish. Here’s to many more restful nights ahead.
Warmly,
The Citizenry Team
Continual shipping delays…nice product
The rug we ordered was just as expected and we like it. However, it took 2 months to receive it. I repeatedly received the answer of “we expect to ship it this week”. It was very frustrating. This was my first experience with this company. I will not be ordering from this The Citizenry again.
30 juin 2025
Réponse de The Citizenry
Hi Kristine,
Thank you for taking the time to share your experience. While we’re glad to hear the rug was what you expected, we’re truly sorry the fulfillment delays and lack of clear updates made the process frustrating. That’s not the kind of experience we want for our customers, especially on a first order. If there’s anything we can do to help, please don’t hesitate to reach out to our Client Experience team at assistant@the-citizenry.com - we’d love the chance to better assist.
Warmly,
The Citizenry Team
I was looking for something exactly…
I was looking for something exactly like that and this looks gorgeous in my entryway
23 juin 2025
Réponse de The Citizenry
We are so glad to hear you found just the piece you were looking for! We love hearing it’s found the perfect place in your home. Thank you for the kind words and for bringing a bit of The Citizenry into your space.
Warmly,
The Citizenry Team
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