The Citizenry Omdömen 187

I placed an order on March 12th and never got an order confirmation or the merchandise, but they managed to charge my card. I've contacted them three times with no response and the phone number on the website directs you to the e-mail, which they don't respond to. Do yourself a favor and don't even think about ordering anything from this place.

I barely want to give this place a star. IN STOCK, READY TO SHIP, is BS. they haven't sent me a thing in a month, no updates, no status. DO NOT BUY FROM THEM.

Be careful ordering! Many items on their site state "in stock and ready to ship". After waiting 15 days after placing my order with no update, I reached out to customer service. They let me know there was a "warehouse discrepancy" and are "unable to confirm when they will be back in stock" yet the items are still listed on the site as available! Something fishy is going on with this company, and they were recently bought by the same company as Interior Define (if you know you know, google it.) Be warned.

So far, I've heard nothing about an order I placed for a $351 pillow. :(
When ordering it, the website said it was in stock would ship in a few days. That was almost 2 weeks ago. I check the website and the status says order confirmed but nothing else. I've received NO communication from them. I've chatted with their robot (worthless), sent and email with no response and called. The call is answered by voicemail saying to email them.

The Citizenry has pretty pictures of things that are pricey and theoretically worth paying the extra money for assuming that the business and its fair trade values are legitimate. However, after months waiting for a rug that was never delivered, I'm convinced the whole website is a scam. I ordered a round jute rug and I paid for it in early September. I was told it would be delivered to my home at the end of November. I emailed customer service in December after I received no update on my order, and I was told the rug would be shipped in the coming days. It wasn't. I continued to email customer service every few weeks, and I kept getting the same, I assume automated, response that the order would be shipped within the next few days. It never was. To make matters worse, I kept getting bombarded with ads online for the rug, which the website falsely claimed was back in stock. It's the end of February and I still don't have the rug, so I finally canceled my order and asked for a full refund, which, to their credit, they issued immediately -- I'm guessing because this is probably a common problem for The Citizenry. (In any case, I ended up immediately ordering a nearly identical rug from Pottery Barn that's a fraction of the price, which will be delivered to my home this week.) I would have been willing to wait for the rug from The Citizenry if I believed I was getting honest responses about the timeline for its delivery, but the company seems like it has set up AI bots to scam consumers, and doesn't have the capacity to fill the numerous online orders it apparently gets. It's too bad too. There were three other, much more expensive items that I was planning on purchasing had I had a better experience, but the company and its vendors lost out on the business and really my heart goes out to the vendors, who really shouldn't be blamed for The Citizenry's shipping and customer service incompetence. If you end up taking the risk and buying something from The Citizenry be warned. You may end up waiting for months, if not years, for that pretty item. It's probably quicker to just go to Mexico or India and buy the item directly from the vendors yourself.

Customer service is awful. Rug was delayed multiple times and I only found out when I contacted them. I finally cancelled the order.

DO NOT PURCHASE from this company. We paid $ for a new VALE chair. Waited months, it finally came. Ws the most uncomfortable chair I ever sat in. We called them immediately. No they don't guarantee their product. The comfort of this chair, was if a piece of a styrofoam and a large rock had a baby. We had to send it over for consignment at a local retailer.

DO NOT ORDER ANYTHING FROM THIS WEBSITE.
I ORDERED TWO RUGS ON DIFFERENT DATES IN FALL, 2024. THE FIRST DELIVERY TOOK MORE THAN TWICE AS LONG AS THE "ESTIMATED DELIVERY." THE SECOND RUG, ORDERED ON OCTOBER 4, 2024, HAS NOT ARRIVED. THE DELIVERY DATE HAS BEEN DELAYED REPEATEDLY, BUT I ONLY FIND OUT ABOUT THAT DELAY WHEN I CONTACT THEM! NOW THEY ARE WRITING TO ME THAT IT WILL BE MID FEBRUARY, WHEN I WILL BE OUT OF TOWN! (AND CURIOUSLY, ON THEIR WEBSITE, FOR THE RUG I ORDERED, IT SAYS MID TO LATE FEBRUARY!
CUSTOMERS HAVE LITTLE RECOURSE TO EFFECT CHANGE!

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?