Review Time
I ordered a tapestry piece on December 8 & it said it would ship early January. It’s now February 2! I emailed them on January 5 to get an update on my order. Surprisingly they responded on January 8 saying:
“Thanks so much for your note, and we're truly sorry for the delay. We see that the Amala Jute Wall Hanging was originally scheduled to ship in early January, but due to a delay in our restock, we were not able to fulfill them right away.
The restock is still in transit and is expected to arrive at our warehouse next week, provided there are no additional delays due to the recent holiday, with orders shipping in late January to early February.”
I then asked them once they received the item if they can expedite the order since it was originally supposed to ship out early January and they said they can’t since they work with a third-party that ships automatically from them.
I then decided to email them on January 16 just to see if they had a better ETA & then got this response two days later:
“Thank you for your note! I checked the latest update from our team, and the restock is still in inland transit to our warehouse. It is currently expected to arrive within the week of the 25th, assuming there are no delays with transport. Once checked in, we anticipate shipping within 1–2 weeks, so delivery may be around early to mid-February.
We apologize for the inconsistent timing and want to assure you that we’re working to ship your order as quickly as possible. You’ll receive a separate notification once your package is on its way.”
I then told them how unfortunate the situation is because the date continues to change and be pushed out further.
Then on January 23 I took a screenshot where it said that the specific item would ship in 6-9 days. They also told me in a previous email that their ETA is accurate. If it was then 1. I would have already gotten my piece and 2. If I would have ordered the same exact piece on January 23 I supposedly would have received it by now. We went back a few more times but at this point I have emailed them another three times and I still have not heard back from them. I told them that now I am questioning that they are a legit business.
The company had no problem processing my payment (my credit statement shows a charge of $225.14 on 11/30/2025), but I received no communication regarding any delays in delivery. I reached out because I saw the same items on the platform listed as “Ships in 1 week,” despite having ordered well before that and receiving nothing as promised. I sent two emails—on 12/23 and 12/27—but got no reply. I had to resort to the AI chat on 12/30 just to get a response. The offer of a $20 credit felt like an insult to a customer. I canceled the order and asked for a refund. Other businesses will gladly earn my trust instead. I've heard good things about the products, but now I'll never find out, and I won't be ordering from the company again. One thing I do know is that their customer service is VERY poor.
I placed an order for a rug and pad totaling $2500 on October 9. While the pad arrived within a few days, the rug was still missing by December 9, two months later. When I reached out, I was told they couldn't fulfill my order and issued a refund for the rug. Throughout the two-month wait, no one from the company contacted me, despite being aware that they couldn't provide the rug. They sold me an item they didn't have and simply apologized for my disappointment.
Purchased a quilt, online it says it’s 100% organic cotton. Upon receiving the quilt it is 100% cotton with 100% polyester fill. This is deceitful marketing and I’m super unhappy considering how much it cost. Conveniently there aren’t any reviews for that item and the website won’t allow me to write a review. Feels so scammy.
Pitiful. Waiting 3 months on a rug that was listed on the website as "In Stock" and is still listed as "in stock". I really don't know if its a scam, lies or incompetence. Over the course of three months i was told different things.B E W A R E !!!I orderd rugs from Birch Lane and received the rugs in 3-4 days.
The Citizenry is on a sharp decline. They cannot fulfill orders in a timely manner, if at all. When I inquire with associates about the shipping date of my items it’s always the same, “it’ll ship this week!” And then when it doesn’t, it’s “it’ll ship soon!”… etc etc and this goes on for a month + until we eventually have to cancel the order due to the product(s) not being available. Citizenry used to be one of our favorites but we’re leaving it behind.
I really wanted to like this but I washed it only once on cold gentle cycle and already it has nicks that are tiny holes , it seems its not the best quality and for the amount of money it costs its a real pity to see holes after not even a weeks use.
Customer service is abysmal. Chat function does not use agents, and phone number goes to message directing callers to use email. No one responds to email regularly, and there are conflicting answers. Most of my order went unfulfilled but I had to figure it out myself. Will never order again.
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