The CitizenryReviews of the-citizenry.com

Home Goods Stores
Insurance Lane 4619, Dallas, Texas

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2.3

Poor

256 reviews

The Citizenry2.3Poor

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About The Citizenry

Artisanal home decor with a soul and story, all Fair Trade guaranteed.

The Citizenry (the-citizenry.com) has 256 customer reviews on Rated Honest, with an average rating of 2.3 out of 5.

Also known as: the-citizenry.com
Website: the-citizenry.com
Category: Home Goods Stores
Location: Dallas, Texas
Listed on Rated Honest: 2026

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Andres A.

Posted Jun 27, 2025

Disorganized, Poor Communication, and No Accountability. Avoid The Citizenry

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 business elsewhere.

Response from The Citizenry· Jun 30, 2025

Hi Andres, Thank you for taking the time to share this experience. We sincerely apologize for the disappointment and frustration it caused. This falls well below the level of service we strive to deliver. From the initial in-store miscommunication to the lack of timely updates around your order, we understand how disheartening it is to follow up multiple times on something that should have been seamless — especially when your intention was to bring home a matching pillow set. We also recognize how discouraging it is to have received only part of your order, with no proactive communication on the delay or inventory issue. That lack of clarity and follow-through is certainly not up to par with the experience we want to deliver from order to delivery, and we're so sorry. Our team is actively working to strengthen both our in-store and online customer service processes — including better internal coordination and more consistent follow-up — so experiences like this don’t happen in the future. We deeply value every client who chooses to bring our pieces into their home, and it’s clear we missed the mark here. While we understand your hesitation to shop with us again, we would be grateful for the opportunity to make things right, should you be open to it. While we understand they are actively communicating with you regarding your return, please don't hesitate to reach out further to our Client Experience team at [email protected] — we’re here and listening. Warmly, The Citizenry Team

About The Citizenry

Artisanal home decor with a soul and story, all Fair Trade guaranteed.

The Citizenry (the-citizenry.com) has 256 customer reviews on Rated Honest, with an average rating of 2.3 out of 5.

Also known as: the-citizenry.com
Website: the-citizenry.com
Category: Home Goods Stores
Location: Dallas, Texas
Listed on Rated Honest: 2026