The Citizenry レビュー 

The Citizenry からの回答

2026年8月21日

Hi Judith,

Thanks for taking the time to share your experience. We’re sorry for the mix-up with your order and for the frustration this caused.

Our Customer Experience team let us know that they followed up directly and confirmed that the order was shipped to the address provided, but we’ve also flagged your concerns about the delivery and label presentation for review. We also understand that your order did not arrive as expected, and our team has shared that issue internally as well.

Since the return has already been started, your refund will be processed once the item arrives back at our warehouse. We appreciate your patience while this is being resolved, and thank you for considering The Citizenry for your home.

The Citizenry からの回答

2026年8月21日

Hi Anne,

Thank you for taking the time to leave a review. We’re always looking for ways to improve, and feedback like this helps guide that work. If you ever want to share more about your experience, feel free to reach out directly to assistant@the-citizenry.com. We'd love the chance to learn more.

The Citizenry からの回答

2026年8月21日

Thank you so much for the kind words, Jose! We're so glad our team could take great care of you, and we'll be sure to pass this along to them.

The Citizenry からの回答

2026年8月21日

Hi Lorenzi,

Thanks for time to share your experience, though we’re sorry to hear that it led you to cancel your order.

Having to wait without a clear delivery timeframe is frustrating, especially when you’re trying to get a straightforward update and don’t have the option to speak with someone by phone. We agree the communication should have felt more helpful than it did here, and we're sorry that we dropped the ball.

We appreciate you taking the time to share this feedback, and we’ll be passing it along to our team.

The Citizenry からの回答

2026年8月21日

Hi there,

Thanks for taking the time to leave a review. We’re sorry this was your experience after placing such a large order with us. Waiting so long without a clear delivery date is frustrating, and we agree that the follow-up should have been more consistent along the way.

A small credit doesn't make up for the uncertainty or the time spent trying to get a more definitive update, and though our Customer Experience team has since canceled and refunded your order, we’re still sorry for the disappointment this caused. We appreciate you taking the time to share this feedback with us.

The Citizenry からの回答

2026年8月21日

Hi there,

Thanks for taking the time to share your experience. We’re sorry your full order still hasn’t arrived, though we’re glad to hear you’ve liked the linen pieces you’ve received so far.

We understand how disappointing it is to still be waiting on the rest of your order, especially with concerns about everything feeling consistent once it arrives, and we’re thankful for your patience while this is being resolved. We appreciate you sharing this feedback with us!

The Citizenry からの回答

2026年8月21日

Hi Kellie,

We're sorry to hear that the towels you've been waiting on haven't come back in stock. Keeping stock levels consistent is something we're always working to improve, and feedback like this helps us prioritize our focus. We hope to have them back in stock soon, and you can always sign up for in-stock alerts from the product display page on our site to be notified when they're available again.

The Citizenry からの回答

2026年8月21日

Hi Elizabeth,

Thanks for taking the time to leave a review. We appreciate you acknowledging that the team member you worked with was polite, but we know that doesn’t make up for being left without a clear delivery update or refund timeline. Once cancellation becomes the recommended next step, the refund process should feel straightforward and timely from there, and we're sorry that hasn't been the case here.

That said, our team would really like the chance to make things right, and we've sent you a request for additional information so we can locate your account. Once we have that, please be on the lookout for a follow-up from our Customer Experience team.

We know this doesn't undo the frustration you've already experienced, but we hope to have the chance to turn things around and restore your confidence in us. We truly appreciate your patience.

The Citizenry からの回答

2026年8月21日

Hi Hanna,

Thank you for taking the time to share this, though we're sorry it took so much effort to get connected with someone who could help.

We're very glad Viet was able to step in and find a solution. He clearly made a real difference in your experience, and we'll be sure to let him know. We'll also be sharing your feedback about the difficulty getting support before that point, since that's important for our team to hear.

If there's anything more you'd like to share, we'd love to hear it. Feel free to reach out directly to assistant@the-citizenry.com!

The Citizenry からの回答

2026年8月21日

Hi Mike,

We’re sorry this experience has left you feeling this disappointed in The Citizenry, especially after coming to us through a designer’s recommendation.

You’re right that delays can happen, but customers should not be left chasing basic updates about orders they’ve already paid for. We appreciate you taking the time to call out how the communication and follow-up have felt from your side, and we’ll be sharing this feedback with our team.

If you still need support with an open order, please reach out to us directly at assistant@the-citizenry.com with your order details so our team can take a closer look and help from there.

The Citizenry からの回答

2026年8月21日

Hi Lauren,

We’re really sorry for the mix-up with your order and for the frustration of trying to get help while it was sent to the wrong address.

Our Customer Experience team has reviewed this and confirmed that a full refund has since been processed. We know that doesn’t undo the inconvenience, but we’re sorry this happened and appreciate you bringing it to our attention.

The Citizenry からの回答

2026年8月14日

Hi Kristi,

Thank you for bringing this to our attention. We sincerely apologize for the lack of clear communication around your order and for the frustration this experience has caused.

We’re also sorry that getting assistance has felt difficult. Our Customer Experience team should be providing clear next steps, and we understand why repeated follow-ups without a meaningful update would feel upsetting.

That said, our team would really like the chance to make things right, and we've sent you a request for additional information so we can locate your account. Once we have that, please be on the lookout for a follow-up from our Customer Experience team.

We know this doesn't undo the frustration you've already experienced, but we hope to have the chance to turn things around and restore your confidence in us. We truly appreciate your patience.

The Citizenry からの回答

2026年8月13日

Hi Anastasia,

Thank you for sharing this! We’re so happy to hear Viet and our SoHo Trade team have made such a great impression.

Going above and beyond is exactly the kind of experience we hope to provide, and we’ll be sure to share your kind words with the team!

The Citizenry からの回答

2026年8月12日

Hi Amber,

Thank you for taking the time to share your experience. We’re sorry to hear that your sheets didn't ship within the expected window and that you were left without clear updates along the way.

When an order is delayed, the follow-up should be proactive, and we understand why an apology without a clear resolution still feels frustrating.

That said, our Customer Experience team has confirmed that they've reached out to our fulfillment team to confirm the cancellation of your order. They’ll follow up as soon as they receive confirmation that the cancellation has been completed, along with the refund details.

If there's anything else we can do to support you, we hope you won't hesitate to follow up with our team at assistant@the-citizenry.com. We're always happy to help.

The Citizenry からの回答

2026年8月7日

Hi Ritin,

Thank you for taking the time to share your experience. We're sorry this order took so long without the clear resolution you should have received much sooner.

A full refund has been processed, though we know that doesn't make up for how things went, and we're sorry it fell short in the ways it did.

If you'd like to share any additional concerns about your experience, please reach out to us directly at assistant@the-citizenry.com to talk further. We'd welcome the opportunity to do so.

The Citizenry からの回答

2026年8月5日

Hi Sara,

Thank you for bringing this to our attention. We're sorry for how your order was handled, and acknowledge that this falls well short of the standard we hold ourselves to. An item should never display as available if it can't be fulfilled, and a cancellation should never require a bank dispute to resolve.

We regret that this was your experience with us, and if you ever want to share more about your experience, we'd welcome the chance to hear it. Feel free to reach out directly to assistant@the-citizenry.com. We’re always looking for ways to improve, and feedback like this helps guide that work.

The Citizenry からの回答

2026年8月4日

Hi Rebecca,

Thank you for reaching out, and we're sorry for the frustration this has caused. Ordering the same quilt three times over two years and running into the same issue each time is genuinely disappointing, and not the experience we want you to have with us.

That said, we'd like to look into what's happening with the stock and communication on this specific item, because a pattern like this points to something we need to correct on our end. Please reach out to us at assistant@the-citizenry.com with your order details, and we'll look further into the availability of the quilt and any options that may be available for your order.

The Citizenry からの回答

2026年7月13日

Hi Rachelle,

Thank you for sharing this. We’re really sorry your sheet set never arrived and that your follow-ups went unanswered for so long.

A missing item should not take multiple emails to resolve, and we understand why you felt you had no choice but to dispute the charge after several weeks without an update. We’re also sorry that the packaging and lack of order documentation added to the frustration.

That said, we’d still like the chance to look into what happened and make sure this is fully resolved. We’ve escalated your request, and a member of our customer experience team will be reaching out shortly to assist further and provide clarity on next steps. We appreciate you bringing this to our attention and giving us the chance to follow up properly.

The Citizenry からの回答

2026年7月10日

Hi Catherine,

Thank you for the kind review! We’re so glad the return and exchange process felt easy, and that our team was able to help quickly along the way. We really appreciate you sharing your experience!

The Citizenry からの回答

2026年7月9日

Hi Mary,

We’re so glad to hear that your order arrived faster than expected and was exactly as described.

We also love knowing that the shipping updates were helpful along the way, especially with customs.

Thanks for sharing your experience!