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 u... See more
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Review summary
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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. Eve... See more
Company replied
The king linen bedding sheet set ordered had a small hole in the top sheet that wasn’t noticed until after the first cold water gentle cycle washing. Not happy. There was also much cotton left i... See more
Company replied
I have owned two sets of linen sheets over time. The first I splurged on from Restoration Hardware and loved them so much, that when they became threadbare I still kept them and tear them into rags t... See more
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Company details
- #87 of 90 best companies in Home Goods Store
- #20 of 20 best companies in Bedding Store
Written by the company
Artisanal home decor with a soul and story, all Fair Trade guaranteed.
Contact info
Insurance Lane 4619, 75205, Dallas, United States
- the-citizenry.com
2.4
Poor
208 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Taking consumers money when item is out of stock
Unfortunately this was a terrible experience. I ordered a rug several weeks ago which was due to be delivered within 6-9 days and when it hadn’t been delivered a reached out. After several email exchanges with an AI assistant, they confirmed it wasn’t in fact in stock and there had been an error and that it wasn’t due to be restocked at this time. I asked for a refund (this was several days ago) and have not received it and their online shop still shows the same item available to purchase so they are continuing to mislead consumers and take people’s money when they have full knowledge the item is not in stock. Avoid this company.
December 15, 2025
Unprompted review
Reply from The Citizenry
Hi Cath,
Thanks for taking the time to share this feedback. We understand how upsetting and frustrating the delays and lack of inventory must have been, and we’re really sorry this happened.
We can confirm that a full refund has been issued for your order and should be reflected within 5–6 business days, depending on your bank. As for the item still appearing available online, we hear your concern. Our product listings reflect our broader catalog and don’t always update in real time with inventory changes, which can lead to confusion. We’re actively working on improving this process so customers have clearer, more accurate information when shopping.
Again, we appreciate you calling this out. Feedback like this helps us address the gaps and improve the customer experience moving forward.
Stonewashed linen doesn’t last long
I ordered the stonewashed fitted sheet twice now. After 11 months the sheet always begins to have rips and holes. We follow the manufacturers washing instructions, we always use cold water and low heat. After the first one began to rip, I emailed customer service and it was replaced. After 11 months again, the same problem occurred. I can’t believe the terrible quality for the price. I wrote to customer service to see if I could try a different product since the stonewashed linen was so faulty and they said there was nothing they could do for me. Too bad. Stay away from the linen sheets!
November 1, 2025
Unprompted review
Reply from The Citizenry
Hi Alex,
Thanks for taking the time to share this. We can understand how disappointing and frustrating it is to experience the same issue twice, especially when you’ve carefully followed the care instructions and invested in a premium product. After nearly a year of use, it’s reasonable to expect your sheets to hold up better than what you’ve described.
Additionally, we're sorry to hear that your most recent outreach left you feeling unsupported. We'd love to learn more, and have sent you a request for additional information so we can locate your order. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our Customer Experience team!
Your feedback has been shared with our product and customer experience teams so they can take a closer look at durability concerns with the stonewashed linen, as well as how we support customers when problems occur. We truly appreciate you speaking up and letting us know where your experience fell short!
Avoid at all costs
We ordered a bed from The Citizenry that was listed as "In stock" with a delivery date of 2 weeks. That date came and went with no communication. When we followed up with them, we were told that it would be shipping in the next couple of days. When that didn't happen either, we followed up to determine what caused the additional delay - this time "they" said that they couldn't contact the manufacturer of the product and didn't know when the bed would be made. This is for a product that was listed as "In stock". We are now 90+ days after the purchase with only conflicting information about when the bed will ship. This was purchased to furnish a new home, so now we will have guests sleeping on a mattress on the floor for the holidays. I am fairly sure that the only entity in customer service is a chat bot. It is impossible to speak to a person or to get a straight answer. Unless you don't care when or if your product will ever arrive, I would find another furniture retailer.
October 31, 2025
Unprompted review
Reply from The Citizenry
Hi Zack,
Thanks for taking the time to share this. We understand how frustrating this has been, especially given the circumstances surrounding the bed being listed as 'in stock.' Conflicting updates and delays in communication only add to that disappointment, and we're truly sorry to have dropped the ball here.
We've 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. Your feedback has also been shared internally, as it highlights the importance of accurate inventory visibility and clearer communication when timelines change. We look forward to making things right!
Sold me items they didn’t have and NEVER contacted me
I ordered a rug and pad @$2500 on October 9, the pad arrived in a few days, when the rug hadn’t arrived by December 9th(2 months later) I contacted them and I was informed the could not fulfill my order and refunded the cost of the rug. No one from the Citizenry ever reached out to me in the two months I waited, when they knew they didn’t have my rug. They sold me something they didn’t have and never let me know and said sorry you are disappointed.
December 9, 2025
Unprompted review
Reply from The Citizenry
Hi George,
We’re so sorry for the frustration you’ve experienced with your order. Waiting months for your order only for it to be canceled is incredibly disappointing, and we can definitely understand why you’d feel misled and upset.
This is not the level of transparency or reliability we aim to provide our customers, and we’ve shared your comments internally so we can take a closer look at how inventory issues are communicated going forward. Your feedback highlights where we can improve, and we appreciate you bringing it to our attention.
Used to e a great company with…
Used to be a great company with excellent customer service and products. I would recommend against buying since the Havenly acquisition. Their customer service is awful and they do not stand behind their products. I had a rug for less than 6 months that unraveled and they refused to do anything about any products for 30 days after delivery. For the price, I would expect much better quality. This was also after it took forever to ship despite saying it was in stock, which appears to be really common on the site.
December 8, 2025
Unprompted review
Reply from The Citizenry
Hi Jen,
Thanks for sharing this. We understand why you’d feel let down after the experience you had with your rug, especially after your past positive experiences with our brand.
We’ve shared your feedback with our team so we can take a closer look at how we handle early quality issues, clarify expectations around in-stock items, and better support customers when something goes wrong.
Experiences like yours help us understand where we need to do better, and we really appreciate you calling this out. We look forward to having the opportunity to rebuild your trust in our brand!
Excellent product and service!
November 30, 2025
Reply from The Citizenry
We love hearing this, Tracie! We appreciate you taking the time to share your experience, and thank you for choosing The Citizenry.
The sheets are so comfortable
The sheets are so comfortable, I cant wait for the duvet cover and my new Fluffy insert.
November 30, 2025
Reply from The Citizenry
This is wonderful to hear, Pamela! We love that you’re enjoying the sheets, and it sounds like your setup is about to get even cozier. Can’t wait for you to experience the full ensemble!
Excellent products.
Excellent products. Easy ordering and shipping. I am a little disappointed that our blu slate pillow cases to match our queen set are waitlisted.
November 29, 2025
Reply from The Citizenry
Hi Michael,
We’re glad to hear that you’re enjoying the products and that ordering and delivery went smoothly. That said, we understand it’s disappointing to have the Blue Slate pillowcases waitlisted when you were hoping to complete the set, and we’ve passed your feedback along to our team so we can improve inventory visibility and avoid situations like this in the future. Thanks for choosing The Citizenry!
This store is criminal
This store is criminal. I bought a pillow from them and they never sent it. They never responded to numerous attempts to rectify the situation. They have never responded to any of my queries. I've since found out that others feel the same way. Do not buy from them!
December 1, 2025
Unprompted review
Reply from The Citizenry
Thanks for sharing this, Gene. We understand how upsetting it is to place an order and not feel supported when something goes wrong, and that isn't the kind of experience we want anyone to have.
We’ve sent you a request for more information so we can look into your order and get this escalated to the right team. Once we have those details, we’ll be able to review what happened and work toward a resolution.
We're looking forward to getting this resolved for you!
Oh Canada
Oh Canada! Avoid 100% .... No returns for any reason accepted from the great white north.
Linen sheets bought in August not shipped till Nov.
Multiple.calls then emails with non human bot to cancel much delayed order pointless.
Tried to return order when received (because had done the sensible thing and when seemed like order would never come went elsewhere.
Refused to take a return for anything purchased in Canada....but they were more than happy to take my money from here....endless loop of call, redirect to website/email...Felt like I bought from Temu not these >$400 linen sheets
November 28, 2025
Unprompted review
Reply from The Citizenry
Hi there,
Thanks for taking the time to share your feedback with us. We can definitely understand how frustrating your experience has been, especially given the long delays and the added confusion around return eligibility in Canada.
This isn't how we want anyone to feel after placing an order with us, and we’ve shared this feedback internally so we can take a closer look at our policies and communication for our Canadian customers.
Experiences like yours help us understand where we need to do better, and we really appreciate you calling this out. We look forward to having the opportunity to rebuild your trust in our brand!
Do not shop at The Citizenry
Do not shop at The Citizenry! I ordered a bed, paid in full, and patiently waited 2.5 months. I needed to coordinate a mattress delivery so I emailed the company to get an update. I was told the bed was in transit so I had the mattress scheduled for delivery. When I realized the bed was in a warehouse near my home I called the delivery company to find out when I can expect the delivery. They told me that The Citizenry CANCELLED MY ORDER with no explanation! I asked if the bed was damaged and was told that it had been inspected and is in perfect condition but cannot be delivered because the order is canceled. I’m beyond frustrated and will not order from them again. At this point, I feel like they’ve stolen over $3,000 from me!
November 25, 2025
Unprompted review
Reply from The Citizenry
Hi Carol,
Thank you for sharing your experience. A canceled order without clear communication is not the level of transparency we aim to provide, and we appreciate you sharing these details so we can address them with our team.
We've also sent you a request for additional information so we can reach out and assist with your order directly. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our team! We appreciate your patience and understanding while we work to get this resolved for you.
I'm a repeat customer
I'm a repeat customer. I love the way the products are curated. Though I keep buying, I think even one lovely item, like the Hinoki mirror, can make a big difference in how you feel about your space. I also find the staff at the Crosby Street store so helpful, kind and knowledgeable.
October 27, 2025
Reply from The Citizenry
We’re so grateful to have you as a repeat customer, and it’s wonderful to hear how much you’ve enjoyed the pieces you’ve brought into your home! The NYC Citizenry team will be so glad to know their care and knowledge made a difference, and we appreciate you for taking the time to share your experience.
Used to love this company "with a…
Used to love this company "with a soul," but they seemed to have sold it with the acquisition by Heavenly. No longer customer friendly or trustworthy. Can't reach their customer service people for resolution of problems (which there are numerous now -- fulfillment, product reliability, communication etc.) and worse yet, they respond to bad reviews with disingenuous statements claiming they understand how frustrating it is to deal with all that. Trust me, they don't. Steer clear. Note: After the company’s written response here on Trustpilot, there was never any attempt to contact me with a resolution nor any response from leadership.
November 8, 2025
Unprompted review
Reply from The Citizenry
Hi LR,
Thanks for sharing this perspective. We understand how discouraging it feels when a company you once trusted doesn’t seem to live up to that same standard, and we know that we have work to do to rebuild that trust.
That said, we've sent you a request for additional information so we can assist further. Once we hear back from you, please be on the lookout for additional email follow-up from a member of our team!
Your feedback is also being shared directly with our leadership team as we continue working to improve communication, product reliability, and support responsiveness moving forward, and we sincerely appreciate the feedback.
Wrapped in plastic, wrong orientation
When buying organic/fair trade, there is an expectation of sustainability for the entire experience. Unfortunately, this came wrapped in a plastic bag. If you have a king sized bed, the lines have to run up/down, not across the bed, like in the image. Otherwise, it us a lovely, warm quilt, true to color.
October 31, 2025
Reply from The Citizenry
Hi Kristen,
Thank you for sharing this thoughtful feedback. We completely understand your concern about the packaging, and we’ve shared your comments with our fulfillment team to hopefully consider more eco-friendly options in the future. That said, we’re glad to hear you’re enjoying the quilt itself and appreciate you taking the time to share your thoughts!
No updates on shipment/no sign of delivery
No updates on shipment. I have tried to track it but it seems to be just sitting
October 29, 2025
Reply from The Citizenry
Thanks for sharing this. We’re truly sorry for the delay and the lack of updates on your order, and we're committed to making things right. We can confirm that we've received your support request, and a member of our customer experience team will be reaching out shortly with an update on your order’s status. We appreciate your patience while we work to get this resolved for you!
Super impressed with the level of…
Super impressed with the level of support and just general helpfulness of the customer support team
October 28, 2025
Reply from The Citizenry
Thank you so much for taking the time to share this feedback, JB! We are thrilled that you had a wonderful experience, and we appreciate you choosing to shop with us.
I really wanted to like this but I…
I really wanted to like this but I washed it only once on cold gentle cycle and already it has nicks that are tiny holes , it seems its not the best quality and for the amount of money it costs its a real pity to see holes after not even a weeks use.
October 26, 2025
Reply from The Citizenry
Hi Marta,
We’re sorry to hear that your item didn’t hold up the way it should have, especially after such careful care. That’s not the quality we aim for, and we’re sharing your feedback with our product team to review the material’s durability and make sure it meets expectations for long-term use.
If you haven’t already, please feel free to reach out to us at assistant@the-citizenry.com. We’d be happy to revisit your order with our Customer Experience team and see if there’s anything more we can do to make this right. Your feedback helps us continue to improve how we serve our customers, so we’re looking forward to hearing back from you!
Our linen set arrived on time
Our linen set arrived on time, just as promised. The company contacted us early, kept us updated on the shipping timeline - and our package showed up perfectly. Very pleased.
October 25, 2025
Reply from The Citizenry
Hi Ed,
We’re thrilled that everything arrived right on schedule and that the updates along the way were helpful. We appreciate you taking the time to share your experience!
I contacted the company on the first…
I contacted the company on the first day of my order to change the delivery address. They never acknowledged my request and proceeded to ship the item to the wrong address. When I contacted customer service about their error, they refused to correct the situation or offer any solution. This demonstrates a complete failure in customer service and a disregard for basic accountability. I strongly advise against doing business with this company.
September 16, 2025
Unprompted review
Reply from The Citizenry
Hi Karen,
Thanks for sharing this feedback. We definitely understand how frustrating your experience must have been, especially after reaching out so quickly to correct the address on your order. We want to make this right and make sure you’re supported properly. If you’re open to it, please reach out to us at assistant@the-citizenry.com with your order details so we can take another look and help get this resolved!
My experience has been terrible
My experience has been terrible. The product shipped almost a month after ordering, even though the shipping I paid for said it would arrive in 6-9 business days. It still has not arrived. Customer service was not helpful at all.
October 31, 2025
Reply from The Citizenry
Hi Ella,
Thanks for sharing this feedback. We definitely understand how frustrating it is to be left waiting for items past the estimated delivery date, especially without helpful updates along the way. We’re truly sorry for the delays and the lack of clarity you experienced, and our team is actively reviewing your feedback to help prevent situations like this going forward. We truly appreciate your patience as we work to make things right!
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