the-citizenry.com Tracking Order Status

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.

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.

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

Linen sheets are always a challenge. What you're paying for is the idea that you're doing the planet a world of good and your bedroom will appear as soft and inviting as that in a French villa (my description, not theirs). They do give a cozy feel and are soft, which is why I give 3 stars. The entire reality is that the sheets aren't worth the price. I had to go online to view a video on how to get the wrinkles out of the end that folds over the quilt at the top of the bed. You have to do it with water. It works, but don't kid yourself. You have to saturate the entire width of the section to smooth out the wrinkles. And you would have to repeat this process EVERY DAY, which I do not. I wish I read reviews before purchasing. After maybe four months I'm in the market for better sheets.

2 stars because so far I like the linen bed sheets and duvet but the price of these plus almost $300 in duty fees to get them to Canada?! Ridiculous. Do not shop here if you’re Canadian. I don’t understand how every other vendor on the internet can include duties in the shipping process and the odd company like this couldn’t care less about their Canadian customer base. Add this to the “never ordering from here again” list.