Lynelle Morris

a week ago

"I ordered sheets almost three weeks ago and I have not had one update. I am beginning to think this company has become a scam. There is no phone number where you can speak to anyone, only a message telling you to send an email and how they have joined another company. I purchases sheets a couple of years ago, the sheets have pilled a little and lost shape but overall have held up. I am attempting to cancel the order as I do not believe the sheets will arrive in time for Christmas and the customer service is non-existent. I will not use this company again."

Ed Smith

a week ago

"OK listen I’ve already bought several pieces from you. I then bought the rest of the set. I’ve been trying to be patient with your shipping and logistical stuff, but I haven’t really gotten a straight answer on if these products are even in your possession to be shipped out. I’ve got one and a half pending orders with you and the half order says it’s been delivered yesterday As far as the Shop app is concerned, but it’s not here. Being that I don’t have a shipping or tracking information, I have to go to my community amenity center to check for your Packages every day! As of today, I need a shipping number. I need to know what items are in stock and what is not in stock and what is in stock needs to be shipped out immediately. Otherwise, you are incorrectly, advertising arrival dates, especially before Christmas. I’m trying to be nice, but this is the last email that I’m gonna have this tone. Otherwise, I’m gonna file a claim. Which will reflect all of my past purchases and the matching items that have not arrived, As none of it is worth anything to me without the rest of it. And that you’re shipping advertisement claims did not provide my products before Christmas as advertised. Especially with as long ago as I purchased them I’m well aware that you’re telling people you’re moving inventory this than that but somebody’s gotta go put their hands on my stuff today. I need definitive answers today and a tracking number, Proving my shipment. And I don’t care if you have to go pull it yourself by hand today. And I would really appreciate a phone call telling me that this has been taken care of. And when or if the two Matching washcloths to the set of hand towels and bath towel towels that I ordered will be in stock to be ordered? As I still need to order two of those to complete everything. I’ve been checking the website but if they’re not coming into stock, then I’m gonna order a different brand And cancel this order of towels. Trying to be patient, but it’s running thin. I need an answer today 12/16/25 I am 100% sure they will give me a pacifying response to this review just like they have done to all of the others paired with a worthless excuse. The fact of the matter is, if you’re not capable of doing business, you should not be in business. If your warehouse is being moved, you should not continue selling things over extending yourself, upsetting all of your customers. I am extremely disappointed"

Lisa Rinella

2 months ago

"I am really sorry to witness what has happened to this brand. I loved the mission and was a loyal customer over the years. The products were beautiful and interesting and customers were treated warmly and well. Now it's a completely different story. I am assuming it's a result of the company's acquisition because the change has been so dramatic. Not sure why anyone believes operating this way is good business. After now dealing with ineffective and frustrating "customer service" correspondence, as live agents are no longer available, I am just going to shop elsewhere. I feel not only disappointed, but frankly taken advantage of. Transparency and customer retention is clearly not valued at The Citizenry and they no longer stand behind the quality of their products. UPDATE: the vendor response to my review here was disingenuous as they did not respond to my reaching back out."

Kloey Helms

2 months ago

"I ordered the stonewashed linen fitted sheet a year and a half ago and the sheet started pilling a year in and now there are holes forming in the sheet. When I emailed customer service, they said the best they could do was offer 15% off. The product was originally $150 after tax so I do not think the product is worth the cost. Additionally, it seems very difficult to leave a product review on their website so that seems like a red flag."

Emma Shannon

9 months ago

"This is my first ever Google Review. The Citizenry has provided the worst product experience and worst customer service experience I have ever come across. I ordered a set of The Citizenry's Curated Stonewashed Linen Bed Bundle (Order #390837) on 9/2/24 for $517.60. After King-sized sheets were mistakenly shipped to me, the correct sheets arrived on 10/1/24. Everything looked great- the color, the quality were all what I was expecting, and I was excited to get them on my bed. One of the reasons I purchased The Citizenry's linen sheets is because, according to their website, the sheets are machine washable and you can tumble dry them. I read that other brands prefer you wash their linen sheets by hand and hang dry them, which is not something I wanted to do. After the first wash and dry, the lint trap was full to the point of overflowing and the sheets themselves were full of lint balls. When I shook the sheets out they released tons of tiny fibers. After having the freshly washed sheets on my bed for a few days, I noticed lint balls piling up everywhere and a fine white dust coating my nightstand. I washed the sheets again to the same effect. I thought it was weird at the time, but read on The Citizenry's website that some shedding does occur and that it should stop after a few washes. I figured I just needed to wash the sheets more and, honestly, I really liked them! The creamy Ivory and Sand Stripe combo was exactly what I wanted, and I loved the slippery soft feel of the stonewashed linen. I washed the sheets several more times and experienced the same excessive shedding- a full lint trap, lots of fibers coming off the sheets, and lint all over my pajamas, nightstand, and bedroom floor. I was extremely frustrated by the hassle of cleaning up all the lint every day. I emailed Customer Service on 1/6/25, after about two months of use, because I thought there's no way this could be right. I asked if it was possible that I received a defective Stonewashed Linen Bed Bundle. I think I was expecting the brand to be shocked and say, yes- that amount of shedding is not normal at all! Instead, the customer service representative reassured me that linen sheets shed slightly and that shedding usually diminishes over time with regular use and washing. He sent me a replacement fitted sheet. I appreciated the gesture, but didn't see how replacing the single fitted sheet (and not the flat sheet, 4 pillowcases, and duvet cover that were all also shedding) was going to make a big difference. I responded on 1/15/25 and asked if the sheets continue to shed this much after a few more washes, could I return them for a refund? I was told that unfortunately my order fell outside of the Return Policy. On 2/25/25, I sent an email with photographs documenting several weeks of washing and shedding. They are the photos attached to this review. At this point, I had been using the sheets for 4.5 months with no end to the shedding in sight. I asked for a full refund and offered to mail back the sheets. The Citizenry refused because it is outside of their 30-day return policy. I sent a follow up email since this seems like an out-of-the-ordinary issue. The Citizenry once again refused to refund the purchase. I am extremely disappointed in the customer service provided by The Citizenry, and I am shocked that my experience does not qualify for a refund... No one should spend $500 on sheets and deal with constant shedding and lint. Sheets should be easy, not a hassle! The sheets are sitting in a box with the hopes that The Citizenry will still accept the return and issue a refund. I have honestly been so shocked by my experience with this company and their uncompromising return policy. I would never have spent money on their products if I knew, and would not recommend them as a trustworthy brand. I agree with other reviews - it feels like I am being scammed. How could a brand that prides themselves on quality stand behind a product like this?"