The Citizenry Avis 200

Let me start by saying I ordered an oversized lumbar from this company years ago and had a great experience. However, they seem to have gone downhill since this time. In early July 2024 I placed an order for an additional oversized lumbar pillow for my guest bedroom, estimated ship date was end of July - early August. It is now January 2025 and I have yet to receive this order from The Citizenry. I will say each time I reach out to customer service they are responsive and seem genuine with their apology for the continued delays, however, they keep telling me the estimated ship date is approaching in 1-2 weeks and over and over again I am let down with the ship date being pushed further out. I have since canceled my order and would be hesitant to shop at The Citizenry in the future.

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

As far as I can tell this business is running as a scam. I can never reach anyone over the phone and email and chat responses are not sufficient.

There are several issues with The Citizenry in my experience that has been unethical and misleading -

1. I ordered the Bower Ottoman - Small - Cotton Velvet on 2/2/24 and $1,066.38 was immediately charged to my credit card. Over a month goes by without any communication on the status.

2. I ordered the Azad Tall Leather Storage Bins - Natural / Large on 5/5/24. Over 4 months go by without any communication on the status of my order even though my credit card was charged.

3. Buying the Jazba rug that was on Final Sale resulted in The Citizenry sending me a damaged and faulty rug. Offering me a 15% discount on future purchases does nothing for me. I'm reluctant to buy or do further business while the customer service is TERRIBLE.

I ordered a pillow on July 25, that was supposed to ship August 15th. The date came and went ith no communication, and despite my card having been charged immediately upon purchase. I emailed customer service and they send it would ship end of August. September arrived and still no pillow. I emailed in mid-September and was told it would ship by the end of the following week. Octoer arrived still no pillow, and their customer service phone number just had an auto recording saying to email them. I emailed a third time and had my order canceled. So, basically if you want to give this company a 0% interest loan of your money while receiving no goods and no communication or updates then yeah, shop with them. I never will again!

I am trying to return a rug that is falling apart. I informed them within 30 days of receiving it. They are claiming that the restocking fee is deducted from the net amount of the rug and that I will not receive the tax I paid on the rug. This does not appear to be legal. Can anyone comment on this?

Bought a Cantaro pot (large). Not only did we have to wait a year until they were back in stock but, once they were, it took 3 months to get it. One day, it just shows up, no notification.

First, they only sent the pot with no base. I contacted them and they sent the base after.

Pot is nice. We unpacked, checked everything out. No special instructions or anything. So we prooceed to plant in it. We water it and move to the room and, immediately, the pot starts discoloring. At first, we thought it was dirt. Nope, it is discoloration from the water and soil migrating to the outside.

I mean, it looks awful! This was over $300. Contacted customer service and the answer was “yes, we know, that is beautiful’. Huh? It looks terrible. Reached out to a manager and she said same thing. Went as far as saying “here is a picture of mine”. Looks the same as mine so I guess if it looks bad in her room I should be ok with it being horrible in mine.

They refused to send a replacement which I would then use a liner with. If the liner would have prevented it, why not include that in box? Mine had no mention or warning.

We will NEVER buy from them again and suggest you look anywhere but here.

Also, they will not allow you to write a review on products you purchase. Terrible company!

UPDATE: They finally agreed to a replacement but I had to place a new order and pay for it. Once I ship the old one back, tehy will credit my card for original purchase. So a 30-60 day interest free loan for them. They did send me pre-paid labels so I could send old ones back and honored the original price except for shipping, whch was $10 more.

I’m joining the club. I’m still waiting for an order placed 3 months ago. I received 1/2 the order. Still waiting for a duvet cover and 2 pillow shams. Useless. I used the site thinking it was good quality and helping makers with small batch products. Will try to pursue a refund and head to a Parachute retail store.

This company is clearly running some sort of a Ponzi scam. Delayed for 4 months!!! They never delivered anything on 2 occasions. Wrapped my credit card up for weeks. Even when I gave them one more chance. They sent me an invoice for a product I confirmed was available. I paid for the sheet set. Then they claimed it was no longer available. They said the invoice took too long to be paid. It was an hour.

I ended up with Quince. They actually delivered a linen set in a few days. Really excellent quality and I bought a send set right away.

I would give this company a 0 stars if I could. The customer service is nonexistent and trying to return / exchange something is RIDICULOUS. I’m glad that I’ve never purchased anything from this place (we got as a gift) because this I don’t support company’s that treat their customers this poorly.

I ordered from the citizenry. They charged my card. A month and a half later I have heard nothing and received nothing. It is theft. The company is a scam. Now I will have to start the process with my credit card company of disputing the charge and trying to get my money back.

If anyone is considering purchasing from this company, run in the other direction. My husband purchased an item for me for Mother’s Day, and 3 minutes afterwards realized Apple Pay had the wrong address. He called immediately and was given false information, poor customer service, and now we are facing over $200 spent on an item with sunk cost. They could have stopped shipping at any point, but blame their AI system for being unable to do so. AI does not run the company, people do. This was a terrible experience and I will not be shopping from them again.

Linen sheets are always a challenge. What you're paying for is the idea that you're doing the planet a world of good and your bedroom will appear as soft and inviting as that in a French villa (my description, not theirs). They do give a cozy feel and are soft, which is why I give 3 stars. The entire reality is that the sheets aren't worth the price. I had to go online to view a video on how to get the wrinkles out of the end that folds over the quilt at the top of the bed. You have to do it with water. It works, but don't kid yourself. You have to saturate the entire width of the section to smooth out the wrinkles. And you would have to repeat this process EVERY DAY, which I do not. I wish I read reviews before purchasing. After maybe four months I'm in the market for better sheets.

Purchased linen sheets in Feb and in september there was a HUGE GAPING HOLE. contacted customer service 7 times via email, 11 voicemails. NO RESPONSE. very shady company. really unfortunate bc here I thought i was 'being sustainable'.