Sold an item that wasn’t available to ship and I had to track down that information myself. If something isn’t available in the window it shows on your website, you should inform the customer before t... もっと見る
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Ordered in June, still haven't received it. Contacted support a number of times and got only generic canned emails, no tracking, no real answers, no refund. Three months of waiting and zero accountabi... もっと見る
企業が回答しました
Customer service is so professional! I was very disappointed I yes I couldn’t get my pillow but situation was handled properly and I will be back shopping with you all soon
I never received half of my order and gave up on trying. There are comparable retailers, in quality and price, that have proven more organized and reliable.
2.4
期待以下
253件のレビュー
顧客にレビューを依頼しています
この企業は、ポジティブかネガティブかを問わず、顧客にレビューを依頼しています。
ネガティブなレビューの 94％に回答しています
通常1週間以内に回答
この企業のTrustpilot 利用方法
レビューや評価の取得方法、スコアリング、モデレーションのプロセスについて確認する。
Order placed in December
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
2026年3月31日
The Citizenry からの回答
Hi Emily,
Thank you for sharing your experience. We’re very sorry to hear about the delay and the lack of communication early on, especially with the item being listed as in stock.
We understand how frustrating it is to wait that long without proactive updates, and your feedback has been shared with our team as we continue working to improve both order visibility and communication throughout the process. We hope that you'll give us another chance to earn your business again in the future!
My order didn’t ship for several weeks…
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.
2026年3月31日
The Citizenry からの回答
Hi Erin,
Thank you for sharing your experience. We’re very sorry to hear about the delay and the lack of clear updates, and we definitely understand your frustration, especially after waiting several weeks.
We also hear your concerns around communication and order visibility, and that feedback has been shared with our team as we continue working to improve as a company.
That said, we’d love the opportunity to look into this further if you still haven’t received your order. If you haven’t already, please feel free to reach out to us again at assistant@the-citizenry.com so that our Customer Experience team can review your order and provide more clarity on the timeline and next steps. We truly appreciate your patience and hope to make this right!
Nice quality
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!.
2026年3月30日
The Citizenry からの回答
Hi there,
Thank you for sharing this! We’re so glad to hear you’re enjoying how soft the linen bedding feels.
We also really appreciate you calling out the sizing and drape. It’s helpful to hear how it works in real life (especially with different mattress setups), and we’ll be sure to share this with our team as we continue to improve!
The Citizenry からの回答
Thanks for sharing, Martha! We’re so glad to hear everything was handled quickly and smoothly, and we appreciate you taking the time to leave a review.
Only lasted 15-16 months before holes appeared!
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.
2026年3月16日
自発的なレビュー
The Citizenry からの回答
Thank you for taking the time to share your experience. We’re sorry to hear about the issues you encountered with your sheets, especially given your expectations around durability at this price point.
We understand how disappointing it must be to see wear like this after limited seasonal use, and we also regret that you didn’t receive the clarity you were looking for when reaching out to our team. Your feedback has been shared internally, as it’s important for us to better understand product performance over time and how we can improve both quality and communication.
If you’re open to connecting further, we’d welcome the opportunity to learn more! Please don’t hesitate to email us directly at assistant@the-citizenry.com.
I placed an order on 2/17
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
2026年3月11日
自発的なレビュー
The Citizenry からの回答
Hi Melony,
Thank you for taking the time to share your experience. We definitely understand how frustrating it can be not to have proactive shipping updates, and we’re sorry for any inconvenience caused. This isn't the level of service we strive for, and we'd love the opportunity 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!
The Citizenry からの回答
Thank you for sharing! We love hearing how much you like the vases and that you found them to be a great value. We appreciate you taking the time to leave a review!
Outstanding, interesting products
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.
2026年3月1日
The Citizenry からの回答
Thank you for the kind words! We’re so glad that the communication and product details helped you feel confident in your purchase. We also love hearing that the piece is just what you were looking for, and that you appreciate the uniqueness of our collection. We look forward to having you shop with us again!
I cancelled the order after 5 months…
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.
2026年3月2日
The Citizenry からの回答
Hi Yadira,
We appreciate the honest feedback. Waiting that long for an order that never shipped would be incredibly frustrating, especially after seeing the item continue to be advertised for sale. Though it's disappointing that you ultimately chose to cancel your order, experiences like this highlight how important it is that inventory visibility and fulfillment timelines stay aligned, and your feedback helps bring attention to where expectations and delivery follow-through need to be stronger on our end. We hope that you're ultimately able to find something that you love!
Online store is a hard pass
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.
2026年2月2日
自発的なレビュー
The Citizenry からの回答
Thank you for sharing this, Lisa. We’re sorry to hear the experience hasn’t matched your expectations, especially when it comes to delivery timing, order accuracy, and communication. Those elements are just as important as the product itself, and we appreciate you taking the time to provide this feedback. It will be shared internally as we continue working to improve fulfillment and overall service going forward.
I made in order in December and it…
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".
2025年12月31日
自発的なレビュー
The Citizenry からの回答
Hi Matt,
We appreciate you taking the time to share your experience, and we’re sorry to hear you’ve been left without a clear resolution. Receiving an incomplete order and not being able to get through to support is understandably frustrating, and we apologize that prior outreach did not result in follow-up as expected.
That said, 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!
Extremely unreliable and haven’t received my item!
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.
2026年1月5日
自発的なレビュー
The Citizenry からの回答
Hi Hephziba,
Thank you for taking the time to share your experience. We completely understand how frustrating it is to face repeated delays and a lack of proactive communication. Waiting this long after paying in full is understandably upsetting, and we recognize how discouraging it must feel to see the tapestry still listed online while your order remains unfulfilled.
That said, we want to make sure you get the most accurate, up-to-date information about your order's status, and 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!
Stay Away
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.
2026年1月31日
The Citizenry からの回答
Thanks for the honest feedback, Colin. We’re sorry to hear that this has been your experience. Delays, product concerns, and a lack of proactive updates are understandably frustrating, and that’s not the level of service we aim to provide. We’ve asked our Customer Experience team to follow up with an update on the comforter from your order, and someone will be reaching out to assist further. We're thankful for the opportunity to make things right.
I still don’t have my item.
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!
2026年1月31日
The Citizenry からの回答
Hi Sean,
We’re so sorry to hear about your frustrating experience, especially after ordering in-store and having to reorder again. That’s not the level of follow-through we want for our customers, and we'd love the opportunity to make things right. We’ve escalated your support request internally, and a member of our Customer Experience team will be reaching out shortly to help get this resolved.
I highly recommend avoiding this…
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.
2026年1月30日
自発的なレビュー
The Citizenry からの回答
Hi Susan,
We appreciate you taking the time to share your experience, and are truly sorry to hear how frustrating it has been. We understand how concerning it feels when expectations around shipping aren’t met, and that’s not the level of service we strive for.
We’ve escalated your support request internally, and a member of our Customer Experience team will be reaching out shortly to assist further and review next steps with you. We appreciate you taking the time to share your experience, and we're thankful for the opportunity to make things right.
Don't expect to get your order timely
Ordered a mirror from them in mid November with their website stating that it was in stock and would be delivered before Christmas. Fast forward to January 20th and nothing. I contacted customer support via email and the first time they said it would ship mid December, then late December. They do not send updates, the only way to talk to someone is through their customer support email and the information they've given me has not been accurate. I was then told on January 11th and they said the mirror is in their warehouse, but no shipping date or any information on the item. Still nothing about the delivery date or anything. This wouldn't be a problem if they were upfront about timelines and proactive about delays but giving zero information until you email customer support and then giving fake timelines makes things different. If you're thinking about ordering from them do so months before you actually want to use the item.
2025年11月16日
自発的なレビュー
The Citizenry からの回答
Hi Brooks,
Thank you for sharing this experience. We understand how frustrating it is to order something with clear expectations around timing, only to be met with delays and little proactive communication.
We agree that having to repeatedly reach out for updates makes for a poor experience, and we've shared your feedback internally, to highlight the need for more transparency and more consistent, proactive communication around delays and fulfillment timelines.
We've also sent you a request for additional information so we can look into this further. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team!
The Citizenry からの回答
Thank you so much for taking the time to share this feedback. We're so glad to hear that you're enjoying the blanket, Kate!
Very misleading delivery time. Still haven’t received!
I ordered this rug in November and it said it would ship within 9 days. I’m currently 2 months later in mid January and the rug still hasn’t shipped. It feels very misleading that the rug wasn’t even in the country when I ordered it and I have been told that we are waiting on the shipment. There was no communication about the delay. I have had to email customer service periodically to get information… but, I’m always just told that we are waiting. Very disappointing.
2026年1月2日
The Citizenry からの回答
Hi Ryan,
Thanks for sharing this! We’re truly sorry for how disappointing and frustrating your experience has been. You’re absolutely right to expect clearer updates without having to repeatedly check in, and we regret that we missed the mark here.
That said, we've confirmed that your rug has shipped, and our Customer Experience Team followed up via email on 01/01 with tracking details. Please don't hesitate to reach out directly if we can assist further with this order.
We truly appreciate you flagging this and are taking feedback like yours seriously as we work to improve transparency around shipping timelines. Thank you for your patience and understanding!
Do Not Shop Here
I ordered a coffee table on October 26 and was quoted a delivery date of late Nov-early Dec. They use a separate company for delivery called Metropolitan Delivery. Delivery company scheduled the delivery date for Dec 16. The table should have a top, 4 legs, and hardware. On the first delivery attempt, when the delivery men opened the boxes, one had been mislabeled by Citizenry as the top when in fact it contained legs. I had to schedule a second delivery attempt. This time, they only brought the top and half of the legs. They explained that Citizenry never sent them hardware. I was never able to get Citizenry on the phone, they only have email. Eventually, Citiznery admits they don't even have the hardware which is why they stopped selling the table (even though they obviously sold it to me.) I was able to get a refund but will not get the time back that I wasted on this process. There was horrible communication between Citizenry and the delivery company and I, as the consumer, often had to serve as the liaison passing information between the two. I discourage anyone from purchasing from this site.
2026年1月3日
自発的なレビュー
The Citizenry からの回答
Hi Cat,
Thank you for taking the time to share this. We’re sorry for how frustrating and drawn-out this experience was, from the mislabeled boxes and incomplete deliveries to the lack of clear coordination between our teams and the delivery partner. You should never have been put in the position of coordinating the logistics, and we understand how much time and energy this cost you.
While we’re glad a full refund was ultimately issued, we know that doesn’t make up for the inconvenience or the breakdowns along the way. Your feedback about communication and inventory alignment is important and has been shared internally as we continue working to prevent situations like this in the future.
If there’s anything further you’d like to discuss or if you need additional assistance, please feel free to reach out to us directly. We appreciate you being candid about what went wrong here, and we’re genuinely sorry about your experience.
Scratchy Sheets
I purchased the Stonewashed Linen Sheets. This are the least comfortable sheets I’ve ever used and I’m accustomed to linen sheets. I washed them 5 times now hoping they’ll soften, but they are unusable. Way too expensive to feel like sandpaper.
2026年1月6日
自発的なレビュー
The Citizenry からの回答
Hi JG,
Thank you for sharing this. We’re truly sorry to hear the sheets haven’t softened the way you expected, especially given your experience with linen and the investment you made. That’s understandably frustrating.
If you’d like to talk through this or explore possible next steps, we’re here to help. Please feel free to reach out to us directly at assistant@the-citizenry.com, and our team will be happy to assist!
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