The Citizenry — Local services in Denver

This is my first ever Google Review. The Citizenry has provided the worst product experience and worst customer service 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 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...

EDIT (1/28/25): A huge thank you to the Denver store manager and everyone behind the scenes who helped resolve this issue. My order is finally delivering today! I also deeply appreciate the thoughtful gesture of the gift card and look forward to visiting the Denver location soon.

To clarify, the issues I experienced were entirely with an online order and online customer service—not with the Denver store employees, who stepped in to address and resolve my order issue within just a few hours.

I’m so impressed with the outstanding customer service provided by this store. Combined with the excellent quality of products this store offers, I’m updating my rating to reflect the positive experience I’ve had with The Citizenry’s Denver location.

Original Post (1/27/25): At this point, I feel like I have no other options but to leave a review because I feel like I’m being scammed by a company I’ve been endorsing to everybody for years…

I placed an order (#376455) on 7/7/24 for the Artha Accent Rug 2x3 in Olive and was told it would ship in late July. On 8/8, I reached out to customer service and was told the rug would now ship at the end of August. On 9/9 and 9/17, I reached out and was told the rug would now ship by mid-Nov. On 11/7, I was told it would now ship by early or mid Dec. On 12/20, I reached out again and was told it would be in stock the following week—finally a light at the end of the tunnel. On 1/3/2025, I followed up and was told they would check the status of the rug. Received no update, so I reached out again on 1/20 and then I was told the rug would ship by early Feb.

At this point, I decided to go on the website to check it myself and it showed that the Artha Accent Rug 2x3 in Olive was currently IN STOCK with several units left. On 1/23, I sent customer service a screenshot of the rug showing as currently in stock on the website, and they said that they reached out to their fulfillment team to double check the status of my order. Still haven’t heard back.

I’m not sure what’s going on here, but it honestly feels like I’m being scammed. Maybe because I got the rug on sale, they no longer want to sell it to me at that price and they’re hoping I forget about the order? I’ve been a loyal Citizenry customer for years and I cannot believe I’m have so many issues with this order. As it stands right now, I definitely would not recommend ordering their...

We had a terrible experience with The Citizenry and would strongly discourage others from buying from them, especially if you’re expecting even basic customer service.

We purchased two Naveta velvet pillows in-store. They didn’t have them in stock but assured us they would ship within a few days. At checkout, we were also promised a discount—but the store associate failed to apply it. We had to follow up ourselves via phone and email just to receive what we were originally offered. The discount was eventually issued as a partial refund, but only after unnecessary effort on our part.

Only one pillow shipped. The second never arrived. Even worse, The Citizenry made zero effort to communicate the delay. No emails, no updates, nothing. We had to proactively reach out just to find out what was going on.

They eventually responded saying the second pillow would ship by mid-to-late June. When we still hadn’t received anything by then, we followed up again—because once again, they did not contact us. Only at that point did they inform us that there was an “inventory discrepancy” and that the second pillow was no longer available. They processed a refund, but didn’t offer any solution or accountability for the situation.

This left us with a single expensive pillow that we never would have bought on its own. The entire point was to have a matching set, and that’s what we committed to in-store. Their failure to deliver on that—and the total lack of follow-up or care—makes it feel like customer satisfaction is the last thing on their minds.

This was not a small order. For a brand that presents itself as premium, their operations and communication are shockingly poor. We will not be purchasing from them again, and I would strongly recommend others take their...