Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rug which was delivered by mandatory white shoe delivery on 6/9/25. On 6/10/25 i notified the citizenry through ********************************************************************** that I was unhappy with the quality of the rug and wanted to return it. I received an acknowledgment e-mail indicating that a response would be provided in 1-2 business days. I have heard nothing further despite repeated follow up e-mails. The Citizenry website indicates that returns are accepted within 30 days only. I want to return this item as soon as possible and obtain a refund.

  Business Response

  Date: 06/17/2025

  We are so sorry about both the quality of your item and the delay in response from our Client Experience team. Our team has since been in touch and are here and ready to continue to help coordinate your return. We sincerely appreciate your patience! 

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 14th, I purchased three items from The Citizenry. The total price was $919.57. $325 of the purchase was paid for with 2 gift cards. $594.57 was paid for with my credit card. I received 2 items, and the next day returned 1 of the 2 items totaling $350.75. I received confirmation they received the return on April 24 and was told I was refunded $350.75. However, my credit card was only refunded $25.75. It seems they refunded the gift cards I no longer have. I did not receive a new gift card, nor do I want a new gift card. I spent well over the gift card amount and want the money refunded to my credit card. I have contacted them over 5 times between email, phone calls, and Instagram message, and no one is responding to me. By failing to return all money to my credit card, they are effectively forcing me to spend my money at a company I do not want to spend my money at given their poor customer service. That is not allowed, nor does their return policy state that is how they execute returns.Further, I have never received the third item I ordered (2 pillows) and have received no communication on the status of that order. It was supposed to ship in mid-April (as noted in my order confirmation email), but it says it has not shipped still. I have received no communication or response to my inquiries on this matter either.I would like the additional $325 refunded to my credit card immediately. I would like a status update on my pillows, and if they are not to be delivered in the next 2 weeks, I want that order canceled and a refund.The pillows cost $321.30 before tax, so I will accept as much returned to my credit card to the total $594.57 spent, then I will accept the balance on a new gift card they should provide to me. Ideally all would be returned to my credit card given the poor customer service of this company.I also want to be contacted by the company to ensure they adhere to the terms of my request.

  Business Response

  Date: 05/06/2025

  Please see attached order form - the customer's two pillows are en route, scheduled for delivery 5/7 via *** (1ZJ72R090320472527). They returned a bed blanket requesting a refund to original payment method - the system defaulted to refunding it back to their gift card. When the cx reached out, we offered to deactivate the gift cards and issue it back to the credit card instead, but this process will be delayed as the customer has issued a chargeback on their order, which freezes all funds until the bank resolves it. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23277883
  
  I am rejecting this response because they were supposed to refund in full my credit card. They refunded a gift card that I no longer have. I finally heard back from someone in customer service and once the chargeback from my bank is processed, they claim they will refund my account. I do not want this closed until all funds are in my bank account.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a rug from The Citizenry on 1/11/2025. The item was supposed to ship in "mid-January." ** is now the end of April, 3.5 months later, and it still has not shipped. The company has ignored close to ten emails asking for an update. They have taken my money and not provided an item, refused to cancel/refund the order (as requested via email), and refused to provide any form of update or communication.The phone number posted on their website is fake and just goes to a recording telling customers to email instead, but they do not respond to emails. The "chat with an agent" feature on their website is also fake, as it never connects to an agent.Have also had a defective product (sheets) that tore after minimal use and the company has also completely ignored all emails regarding them.

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/1/24 I ordered 2 rugs from this store via their website. Both items were listed as "in stock, ready to ship" which was a factor in my choosing to order. I paid for white glove delivery on one of the rugs due to it's size. The rug without white glove said it would deliver in 7-10 biz days.12/13/24 After not hearing anything, I sent an email to customer service.This set off the next 4 1/2 months of me emailing customer service and calling both the ****** and ** stores to try to get my rugs shipped. I was first told they would ship Jan, then late Jan, then late Feb, then on 3/7/25 I was told they needed to cancel one of my rugs but the other would ship in 2-3 days. Then after multiple emailing attempts by me to have someone from **************** call me to discuss options, I got yet another email today saying my second rug order would need to be canceled. And that they were so sorry and offered a $200 gift card. No explanation of what happened.The rug that they are canceling is currently on their website in the size I had ordered and it says, "in stock, ready to ship"

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through The Citizenry on 1/19/25, and paid the full amount, $541.33, at that time. I received most of my order on 1/29, except for the "***** mohair throw" ($223.20). My order page has said "preparing for shipping" for this item since the rest of the items arrived, with no change in status over the last 1.5 months. I have contacted the company four times to request an update, beginning on 2/19, and have never received any response aside from an automatic bounce back saying they would respond within 48 hours. (There is no way to make any human contact other than emailing this one email address, **********************************************************************; calling the number in the contact information on their website ***************) only directs you back to the email address.) I'd have loved to just receive the missing product--or even an update on its status!--but at this point, I am just seeking a refund. I've been a longtime customer who has made multiple purchases with the Citizenry; I'm so disappointed with this experience and will not be buying from them again.

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a table from them on 1/2/25 and they immediately charged my credit card - but never sent me a confirmation email or tracking. It was supposed to ship within 1-2 weeks. On 1/22/25 they sent an email saying it was delayed - and I could now expect it late January. I never heard from them again.on 2/15/25 I requested an update and was told I should receive tracking details "this week or next week." Again, never heard from them again. I tried to call and their 800 number is a sham - it answers to them but there is no one to talk to, nor a voicemail, and it disconnects you.I sent another email and on 2/26/25 received an email from them stating the item was out of stock and they have no estimate on when it will be available.They should not charge a credit card immediately if they don't even know if they have the item. Not sending any tracking information or order confirmation made it harder for me to track them down. They had almost $850 of mine for 56 days and I got nothing - and likely would have received no notification if I had no followed up with them multiple times.

  Business Response

  Date: 03/12/2025

  The customer's order was delayed, but cancelled and refunded upon their request (please see attached). Thanks! 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22995188
  
  I am rejecting this response because:

  Telling me they have no idea when the item will ever be in stock when the original ship date was 2 weeks is not "delayed." I cancelled with them once they already had my money for 6 weeks with no ship date - and they NEVER contacted me or even sent me an order confirmation. I had to follow up with them repeatedly to have any update about my supposed order - which was really just a way to get my money without ever giving me anything.

  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $305.75 at the Citizenry during their Black Friday sale on December 3, 2024. They said it was delivered on December 14, 2024 (while I was out of town), but my neighbor picked up all my packages while I was away and confirmed this was never delivered. It was apparently delivered by ***** with proof of delivery, which was a blurry photo showing a handful of packages; not clear that my specific package had been delivered successfully. I filed a complaint with ***** and emailed the Citizenry on December 21 with a copy of the complaint number. They responded on the 23rd with screenshots of the ***** tracking information, which I already had. I responded same day saying the package was never delivered despite the tracking claiming otherwise, and they said there was nothing they could do. They offered me a discount code, which in no way makes me whole for the $305.75 that I spent on a product that I never received.

  Business Response

  Date: 02/25/2025

  The customer reached out to us stating they were out of town when their order was delivered, and that they didn't receive it. We contacted ***** who denied a claim because they had proof of delivery and could timestamp / GPS the delivery. We let the customer know that the claim with ***** was denied, but we would be happy to offer a replacement at a discount. Then they opened a chargeback with their bank. Upon submitting evidence of the chargeback, the bank sided with us. 
  We simply cannot replace every package that someone claims they did not receive, especially when they're out of town and cannot verify delivery in a timely manner. We recommend the use of ***** vacation hold or pick up locations for future deliveries when the customer may not be available to receive them. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22979753
  
  I am rejecting this response because:

  - The business incorrectly claimed no one was home to pick up the package when in fact my neighbor picked up my packages while I was out of town, including the evening it was claimed to have been delivered. She successfully picked up other packages, but not the ***** package, as it was no where to be found. 
  - I contacted ***** directly who said no claim was made by the business, so this is a lie. They also stated that their proof of delivery was the photo in the tracking information (not GPS or any other evidence), but that they too could not confirm based on the blurry photo if my package was indeed delivered. There was a package in the photo delivered outside of a building, which would not be considered a successful delivery. Deliveries must be delivered inside the gate. The photo also did not include a building or unit number, making the proof of delivery not valid. They recommended the merchant file a claim. Again, this is because they confirmed the merchant never filed a claim. 
  - After contacting the business to no avail, I did indeed contact my credit card. While initially denied because they didnt investigate into the proof of delivery, I spoke to a supervisor yesterday who agreed the evidence was insufficient and she submitted my case for internal bank review due to poor investigation. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction was posted 11/15/24. It was a bed frame. On 11/28 I asked for a cancellation due to the prolonged waiting time and unclear shipping date. I wanted a bed frame by the holidays. I was told that a cancellation and refund would be possible and that the liaison was reaching out to the fulfillment team. 12/14 I was told that a cancellation was *not* possible because the bed was already made and fulfillment could not be stopped. 12/17 I was told that a return of the bed was possible even though I still have not received the bed frame and had asked for a cancellation. It feels like no one can tell me where this bed frame is, why it is taking so long to ship in the first place, and why I am unable to cancel this order. This is a very expensive order and no one is giving me straight answers. Im working with my bank to dispute the transaction but this is incredible frustrating and I have been out almost 2500 dollars for well over one month with no bed frame to show for it.

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel compelled to write a very negative review for this company, given my negative customer service experiences. I waited almost 2 months for an order (that I paid for in full on my credit card at the time of purchase) to arrive, despite the fact that on their website, the items status were: item in stock and ready to ship.Further, it has been extremely difficult for me to return items eligible under their return policy. For example, they shipped the items from my order in multiple boxes, so when I initiated a return, I needed multiple shipping labels. The customer service representative on the chat told me she would email to me the extra labels, however, that never happened. This company makes it extremely difficult to return eligible items and receive a prompt ********** of the reviewers on the Trustpilot site (****************************************************************) categorized this company as running a Ponzi scheme. I wholeheartedly agree with this reviewers assessment.Given the unethical business practices by The Citizenry, I wish to submit this formal complaint to the Better Business Bureau.

• Initial Complaint

  Date:10/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rug from this online business. They were supposed to deliver it on Friday 10/18 via ****** I was home all day, and no one came to deliver. However, on the ***** records, they say that they attempted to deliver but couldn't. Same thing happened on Saturday. And now on Monday 10/21, the same thing. I received an email message from ***** that it will be delivered between a certain time (Friday, Saturday, and now Monday), and I've been home during each of those times waiting. But no delivery each day. Today I called ***** directly and the recording states that the sender has stopped delivery. I tried emailing and calling The Citizenry with this information, but they've provided no responses. I just need a full refund, as I don't trust this business as they seem like a complete fraudulent online scam.

  Business Response

  Date: 11/06/2024

  Sounds like a challenging delivery - and these things sometimes occur with ***** and other delivery services. However, customer's rug was successfully delivered (*****************************************************************************************). They reached out to return this product, which was Final Sale, and we sent them a return label nevertheless. To date, the return label has not been scanned, and the customer has not sent back the rug. 

  Customer Answer

  Date: 11/08/2024

  Thank you so much for taking up this complaint and interacting with the business, The Citizenry. All efforts on your end are so much appreciated.

  In terms of their response, I have attached photo documents attesting to having sent back the rug/merchandise. The pictures include the shopping receipt from the drop-off center, the label as it was on the box, the label as it was as a pdf document, and the screenshot of the pick up by ***** as provided by the drop off location.

  I spent a good part of yesterday, and some part of day before yesterday in contact with ***** and with the drop off location, The Shipping Center. 

  Looks like the label was either false to begin with or deactivated soon after. The tracking number does not pull up in the system at all. Looks like The Citizenry have provided us with a label that is non-functional. This action, to say the least, is the continuation of their 'in-bad-faith' practices. 

  Customer Answer

  Date: 11/08/2024

  I am rejecting this response because:   

  Thank you so much for taking up this complaint and interacting with the business, The Citizenry. All efforts on your end are so much appreciated.
  In terms of their response, I have attached photo documents attesting to having sent back the rug/merchandise. The pictures include the shopping receipt from the drop-off center, the label as it was on the box, the label as it was as a pdf document, and the screenshot of the pick up by ***** as provided by the drop off location.
  I spent a good part of yesterday, and some part of day before yesterday in contact with ***** and with the drop off location, The Shipping Center. 
  Looks like the label was either false to begin with or deactivated soon after. The tracking number does not pull up in the system at all. Looks like The Citizenry have provided us with a label that is non-functional. This action, to say the least, is the continuation of their 'in-bad-faith' practices. 

   

  Business Response

  Date: 11/14/2024

  The rug was delivered, although delayed through ****** which occurs with their delivery service from time to time. Customer is being absoloutely ridiculous to open a BBB complaint because of a delayed delivery. 

  Business Response

  Date: 11/20/2024

  The rug was delivered, although delayed through ****** which occurs with their delivery service from time to time. Customer is being absoloutely ridiculous to open a BBB complaint because of a delayed delivery.