The Citizenry レビュー 176

I ordered a bed frame early December. Paid in full . Was told it would arrive in February. I reached out in February and was told it would arrive early April.
I reached out early April and was told they had no update. I was without a bed and my money for over 4 months. I cancelled the order and was promptly refunded. Disappointed that I could have purchased a bed four months had I known I would never receive the product.

I'm extremely disappointed in The Citizenry, despite really loving the look of their products. I bought the Stone-washed Linen bedding set in Cal King in the Olive color and the Linen Duvet set in Sand Stripe. I purchased these in January 2025, but did not receive them until February 17, 2025. This was already past when they projected I would receive them and I had to follow up. My bill was $616.23 for these two items.

I did not put the sheets on my bed right when I received them. Fast forward to this year (less than a year on my bed) and I go to wash the sheets and notice a very thin spot where I can see through them. I washed them one more time and they ripped as soon as put back on my bed. I have followed washing and care instructions meticulously due to the cost of these items and the splurge to buy them.

I reached out to The Citizenry thinking that this must have been a manufacturing error as I've never had a pair of sheets wear out in less than a year. In fact, I've never previously worn out a pair of sheets. I received a prompt and dismissive response that they were unable to replace the sheets as it had been just over a year since the purchase and they offered a 15% discount code on FULL PRICE items instead. The fitted sheet is not even offered as a standalone product, if I even wanted to attempt to repurchase.

I responded & kindly asked that they stand behind their products due to the cost and replace only the fitted sheet as all other items were in good condition. I have not received a response since.

I am so saddened by this experience as I was saving to purchase more items from this company and now have to reconsider due to the lack of quality vs. cost. I would expect better customer service from a luxury home goods company.

As much as I love the look of the items on their site, I don't think I can spend that kind of money again if I can't trust the items to even last a year.

EDIT on 4/13/26: I have reached out to the email provided in The Citizenry's reply below & will update once I hear back or receive a resolution.

Quality of the blanket ordered is wonderful. So incredibly soft. More than I could have anticipated.

I have not received my package, tracking says it hasn’t even shipped yet and I ordered it almost a week ago. I’m not sure why I’m being asked for a review when the company knows I haven’t received it yet.

The product is very nice. However, It took 2.5 months to arrive. When I purchased the item, it stated it was in stock and "Ships in 1 week". To have it delivered 2.5 months later is unacceptable to me. Unfortunately I will never order again from this place.

Order placed in December, took way too long to ship. Once I reached out they let me know estimated shipping time, but didn’t receive any communication from customer service for the first 2 months. Even though my item was listed as in stock, still took 2 months for first item to ship

My order didn’t ship for several weeks and I emailed customer service a couple of times but they couldn’t tell me when my order would ship. So far I still haven’t received it and it’s been 7 weeks. Whatever private equity firm bought the Citizenry has ruined it.

While price point is high (I need to shop the sales), the linen bedspread and duvet cover are very soft. My only complaint is that the queen size doesn’t quite cover a 2 mattress bed. Had to get a king size to have enough drape on the sides so my box spring didn’t show. Length is still short. Not everyone uses one mattress!.

Very prompt service and response to my order

I wanted to share my experience because I wish I had known this before purchasing. I bought a set of stonewashed linen sheets in November 2022 and recently discovered three holes in them.

Before purchasing I did quite a bit of research and read a lot of reviews because I know these sheets are expensive. That is also why I wanted to share my experience with others.

We only use these sheets during the winter months, so they have realistically seen about 15 to 16 months of actual use. For sheets at this price point, that lifespan was really disappointing.

I reached out to customer service twice before writing this review. I knew it was well outside the return window and I was not asking for a refund or credit. I mainly wanted to understand whether this level of durability was typical, but unfortunately I did not get much clarity on that.

The sheets felt nice when they were new, but finding three holes after roughly 15 to 16 months of wear makes them absolutely not worth the price for such a short durability. Buyer beware, for the price tag they only lasted me 15-16 months.

I placed an order on 2/17.
Have received no shipping or tracking, the phone number listed refers to emailing them which I have and no response — tried several times. Assuming they are not legitimate. And scam company. ‘Will have Cc dispute charges. Grrrr

They asked for me to provide more information which I did and have still not received shipping or tracking confirmation.
3/20

Loved vases - great value

Great communication, very interesting products and gave enough information about them to feel good about the purchase. The product is beautiful, and I can't wait to shop here again. The Citizenry has items that I can't find around here and not everyone has.

I cancelled the order after 5 months because it was never shipped to me, even though I ordered items that were in stock, I will never order from you again and I would never recommend you.

Although they have a decent product mix, their fulfillment and service is sub par. Multiple orders, none delivered on time. One delivery was the wrong item and it’s taken weeks for a response, still unresolved. Phone support does not go to a live person or take a message, email is iffy on responding. I don’t have the patience and the prices don’t justify the inconvenience.

I made in order in December and it arrived incomplete, one of the items was missing. I tried to contact their support line that doesn't work and emailed them several times with no response. I literally have no way of resolving the problem.

I posted a comment here before and someone replied suggesting they would contact me, but even that never happened!

This is my order number, 470415. I have no way of replying to your reply so I am not sure how you are "reaching out for more information".

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.