The Citizenry — Local services in New York

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...

I barely write negative reviews but I felt I must do so because something’s not right with this company anymore.

I ordered a rug from The Citizenry on April 19, 2025, drawn in by the advertised 6–9 day delivery window. The rug cost around $1,100, and I paid an additional $110 for shipping. After six weeks, I still hadn’t received the rug—not even a shipping confirmation.

Worse, I never received proactive communication. I had to visit the NYC store just to get help. A staff member kindly put me in touch with someone named Haryl, who initially seemed helpful. But each time I checked in, his response was a variation of the same line: “The rug will ship later this week or early next week.” Week after week, nothing changed.

I eventually realized I might be communicating with an AI agent, not a real person. It felt like I was being strung along with templated responses and no real accountability. After reading similar reviews, I suspect something is seriously wrong with the company now. It feels like they are holding onto customers’ money without delivering products or offering transparency.

I finally canceled my order, and the response I got? “I’m happy to let you know we successfully canceled your order.” “Successfully”? That felt tone-deaf after six weeks of inconvenience and silence.

I’ve been a loyal customer of The Citizenry for over 7–8 years. I used to love their products and appreciated their customer service. But this experience has made me lose trust. It’s clear the ethics and reliability of the company have deteriorated—and that’s...

I ordered a lumbar pillow when it was 'currently out of stock' but would re-stock early January', assuming when it was back in stock they would send it to me. Nope. Their non existent customer service finally got back to me via email (because no phone line!!!!) to tell me they don't know when it will ship (this happened over a 10 day period of back and forth emails spaced days apart) and I could see online that it was about to be out of stock again. Beyond frustrated, I told them to cancel my order and refund me, and then I called the Crosby street store where I could talk to a real person (shout out to Maggie!!) who secured one for me and is sending it from the store to arrive quickly at my home. The saddest part about this is that I've been a huge supporter of The Citizenry since it was a tiny company. I have sooo many of their items dating back a decade. I used to go into the WV popup and hang with the sales people and we would laugh about everything i owned. What a shame to see how much this company has gone down hill since Havenly bought them. I'm more sad than mad. Citizenry, please don't respond by talking about your small suppliers. This is 100% an operations issue and not anything else. You now care more about profit than people, and in so doing have cut your customer service way back, causing your stores to be inundated with calls so we can speak to a person and fix what your sloppy operations cannot handle. This is a real shame coming from a brand that used to send me hand written notes from the owners thanking me for...