the-citizenry.com – Cashback, Rebates & Rewards

Here is the response that I received after being ghosted for several weeks (for an order that was to ship in 6-9 days). Time to rethink the communication strategy (lie about delivery date, stick head in sand, hope the storm blows over). Hi, Thanks for reaching out! We're happy to provide an update on your order. Our team is currently transitioning to a new warehouse, which has led to extended shipping timelines. We’re working hard to get everything up and running as quickly as possible and will send you tracking details as soon as your order ships. We anticipate shipping your Organic Stonewashed Percale Sheet Set within the next 2 weeks. Please accept our sincerest apologies for any inconvenience this may cause, as we know you're eager to receive your order. The recent warehouse move has impacted our timelines, but we believe things will go smoothly once we fully integrate this change. We truly appreciate your patience. However, if you wish to cancel your order, please let me know.

I placed an order on March 12th and never got an order confirmation or the merchandise, but they managed to charge my card. I've contacted them three times with no response and the phone number on the website directs you to the e-mail, which they don't respond to. Do yourself a favor and don't even think about ordering anything from this place.

I think the quality and aesthetics of the products are great. And so is the customer service. Viet and Maggie are amazing. Knowledgeable, responsive, and incredibly helpful. A fantastic store with fantastic products and service!

I had bought a very expensive hand made wall hanging and kept it boxed for a few months while we redid our room. When we took it out of the box one the slipped off a hanging rod and were absolutely unable to fix it, the material was shredding. We tried everything. I wrote the citizenry with photos of the problem and a complete explanation. First they gave me some advice on how to fix it and when that didn’t work, they probably gave me a shipping label to ship the item back and shipped me a new one. Considering this is a handmade item. I really appreciated the customer service.

07/16/2020 Update on the below review - I received a follow-up email from The Citizenry Customer Experience Manager, Leslie, who addressed my questions and clarified that product reviews are processed in batches, which is why my review hasn't appeared yet. Leslie also issued a gift voucher for the sheets and apologized for my experience. This was a satisfactory resolution and has renewed my trust in the company. Original review: I purchased the graphite stripe stonewashed linen sheet set from The Citizenry on November 26th 2018 (order #45452) and began using the sheets when I returned home to Canada at the beginning of 2020 after having spent a year working abroad. A few weeks ago I started to notice large amounts of pilling on the sheets and shortly afterwards I woke up to find a 10" tear in the middle of the fitted sheet. Upon further inspection I could see that a large area, around 30" in diameter, had worn down to near threads which had caused the linen to tear. I was disappointed to say the least as the sheets had cost me over $300 CAD and a 13 hr drive to the US border to pick them up. I contacted The Citizenry by email and asked if they could recommend a way to repair the sheets and whether they've had any other customers experience the same issue. Candice replied only to notify me that the sheets are outside of their return window and neglected to answer any of my questions. I replied back to clarify that I was not looking for a refund but for guidance on how to repair the sheets so I could use them for longer than 5 months. When I didn't receive a reply from Candice, I decided to review the sheets on The Citizenry website. When submitting my review I received an automatic response informing me that the company would review my submission. A week passed and my review had not been posted to their website, which prompted me to look at other reviews of their products. At that point, I wasn't surprised to see that reviews lower than 4-stars were not published. Now knowing that The Citizenry is hiding honest customer reviews of the products they sell has caused them to lose all credibility in my mind. I would not have spent my money or time on sheets if I hadn't been led to believe they were of high-quality and would last longer than a few months. I ended up buying some linen material and sewing a large patch onto the sheet to try extend its life, but I still feel duped by this company. Given that I know now they're hiding reviews on their website and they're not registered with the BBB, sharing my experience on Trustpilot seemed to be the only option to inform others and hopefully help them avoid a similar situation.