Clutter Reviews

First, their communication is abysmal. I had to chase them down multiple times to confirm basic logistics. On the day of the move, the team arrived late and completely unprepared. They didn’t bring the proper packing materials, they moved at a snail’s pace, and treated my belongings like they were hauling garbage. Several items were damaged or lost entirely, including furniture that now has visible scratches and dents — and zero accountability from their side.

What’s worse, the pricing is deliberately deceptive. They quote you a reasonable rate, then nickel-and-dime you with hidden fees, extended time charges, and nonsense service add-ons. By the end, I was charged nearly double the estimate. Their “storage” option is equally sketchy. It’s impossible to access your own items without jumping through hoops, and when I finally had my things returned, boxes were crushed and poorly re-packed. It felt like my belongings had been tossed around a warehouse with zero care. I rarely write reviews this harsh, but Clutter is hands-down the worst moving experience I’ve ever had. Do yourself a favor — hire literally anyone else.

I hired Clutter again before leaving the country for a sabbatical. They showed up with only two movers for a large move, took long breaks, and couldn't complete the job. Despite offering to pay extra to hire or overtime more help, I was told that wasn't allowed and I'd need to reschedule--an impossible option, as I was flying out and giving up my apartment the next day.

I ended up spending $1,000 out of pocket to move everything to a storage unit the very next day (finished 3 hours before my flight) so Clutter could pick it up from there, which they had agreed to. I left detailed instructions, made myself reachable internationally (phone, text, email, whatsapp, facetime, even my second phone), and got confirmation that I didn't need to be onsite. No one contacted me the day of pickup, yet I was charged a $200 cancellation fee. When I called to dispute it, they claimed they tried to reach me (they didn't) and refused to refund anything.

The second attempt wasn't better. I appointed a family member as the point of contact and again confirmed that no one needed to be onsite. On the day of pickup, Clutter claimed they didn't have the gate code, lock combo, or unit number--we provided this over the phone. They were successfully and had even already opened the unit but then suddenly changed course and demanded someone be there physically or else they would cancel and I would be charged $200 again. I spoke to customer service while this was occurring and they said my two other separate colleagues were wrong, we need someone there now.

My family member had to rush over and ended up helping move the items himself because the movers were essentially doing nothing. After weeks of stress, disorganization, poor communication, and unhelpful customer service (outsourced and seemingly disconnected), my belongings were finally stored. But the emotional toll, wasted time, and hidden costs were staggering.

Original Review: May 16, 2025

I had an extremely disappointing experience with Clutter. Their communication is absolutely terrible, and it cost me 200 dollars for a service I never received. I scheduled an appointment and was told I would receive a call to confirm details and walk me through the process. That call never happened. I waited, followed up, and even sent an email in advance to cancel because things weren’t clear. Despite all that, I was charged a 200 dollars same-day cancellation fee.

They never sent the usual tracking link on the morning of the move, and when I asked for help, all I got were repeated canned responses. No one ever acknowledged that I was left waiting without basic information that any customer should receive. When I explained that I was new to the country, a student, and already dealing with a lot, they showed zero flexibility or empathy.

What kind of company ignores clear communication and then penalizes the customer for it? This was not just unprofessional – it felt predatory. I trusted them based on their website and good reviews, but I regret it deeply. If you're thinking of using Clutter, be warned: they fail to communicate, don’t take responsibility, and will still charge you full penalties. Avoid this service unless you're ready to pay for their mistakes. Date of experience: April 30, 2025.

Getting closer to moving day, I was called to follow up that everything was going as planned, and I asked to confirm about permitting for parking the truck, there, the customer service person told me, only a couple days out, that I was responsible for the permitting. This was after the salesman had explicitly told me that I wasn’t, that they’d take care of it. Of course I freaked out, pulling a permit for parking takes weeks, and it’s costly. I was a couple of days away from taking my two toddlers, my disabled husband and whatever we could cram into our suitcases out of town for an unknown time. I had spent weeks packing and carefully planning for this move. Thank God, we managed to reserve spots with our cars in front of our home, which in Koreatown, Los Angeles, is truly a miracle, and just hope for the best that we wouldn’t be asked to move the truck.

On moving day, the movers showed up on time, and everything seemed to be going well. But when two hours (which was the estimate the salesman had made for loading the truck based on our inventory) had come and gone, and there was barely a dent in our items, I began to panic. That panicking was not unfounded.

Eight hours later, including my loading alongside them, and leaving behind hundreds of dollars worth of items they insisted wouldn’t fit on the truck, they drove off. I was so crushed, the whole thing was going to cost us thousands of dollars more than estimated, I had to leave behind so many things that our family uses, and made our home comfortable. They also scanned items into their system that never even made it onto their truck, I was assured incorrectly as I’d find out, that they had removed them from their system. I had no choice but to go along with them on the whole thing, we were leaving the next morning for my husband’s surgery.

During moving day, I called the super helpful salesman Steve, to ask for his help with the debacle underway. Suddenly, he couldn’t be bothered to help me, he gaslit me about the promises made on our sales call, and passed me off to a claims representative in another country. This was really my first experience with such a terrible bait and switch. And it couldn’t have come at a more difficult time for me.

I filed a couple of “claims” with the completely unhelpful and infuriating customer service team. I was denied any compensation, or even acknowledgment that their company had some serious communication issues. I was left with no recourse but to continue to keep our items in their storage, at a rate that was over double what was initially quoted, because we were traveling across the country and abroad over the course of the year for my husband’s multiple surgeries and recoveries I had to just go along with it. I had no way to prove that they were being dishonest.

The end of February we decided to put down roots again, and needed to retrieve our items from storage. So I arranged an appointment according to Clutter’s process to have our items delivered to a friend’s home so we could sort through an load our own moving truck. This would allow us the flexibility to leave anything that was damaged, give Clutter back their packing blankets, and find help to load our Florida bound truck. We had been told when the truck left our home last June that our items “barely fit” and we were concerned about that repeating itself on our trip back to Florida.

My husband rented a truck identical in size to the Clutter truck, as that was the largest truck I could drive not having a CDL. My father and I drove from Florida, on schedule to meet Clutter’s team at our friend’s home in Los Angeles. Only a day out from our destination, in a snowstorm in the mountains of Northern Arizona, I received a casual text message from Clutter that they had some operational issues, and had rescheduled our delivery to 3/19 rather than 3/16 as promised. I was totally freaked out! That was three days added to our trip, three days additional rental fees for the truck, three days additional hotel fees, three more days away from my children, and three days more for my husband who is still experiencing medical issues to be alone with the children.

I called Clutter right away and insisted that they couldn’t change things. We were already on the way. The solution arrived at was that my father and I would go directly to the warehouse and load our truck there. I insisted that I refused to pay the warehouse pick up fee, as this wasn’t our choice, it was their error or problem. I also told them, that due to the fact that Clutter only gives you 2 hours at the warehouse to load, I wouldn’t be taking the blankets off. I wouldn’t have time. I’m a smaller woman, and my father is 66 years old. There was no way we’d have time to load this truck in less than 2 hours (so we thought) that took two strong, young moving men 8 hours.

We arrived at the warehouse 3/16, a bit early and began our assessment of the situation. The truck we had brought was in fact, identical in size to the original Clutter moving truck, we parked them side by side. My father and I went in and were chatting with the warehouse workers. They said, “Oh, you’ll have more than enough room for all of your things! No problem!” I was of course shocked, based on our experience last June. Sure enough, in one and a half hours, my father and I had the truck loaded. One and a half hours.

A tiny fraction of the time the professional movers took to load it. And, we had at least 7’ of space remaining in the back of the truck that was supposedly too small to load our belongings to begin with. Again, my father and I are not professional movers, and we smoked the time and ability of the two paid movers. When I chatted with the warehouse team about my experience, they were stunned to hear it, even apologetic.

After all of this, I didn’t even sign the documents that would have me agree to the warehouse pick up charge or any of it, Clutter still charged us $683 for the warehouse pick up fee, $100 in materials fees, and $400 for a full month of storage. That’s on top of the ludicrously false charges that we were using the storage at a rate of $400 a month, and the 8 hours of labor charged for the loading of the truck, and the hundreds of dollars of items we left behind that would have fit if competent and motivated employees had been assigned to our move.

I filed claims with Clutter disputing their charges, and never got to speak with anyone who had any authority, or even anyone located in the US. I’m was surprised, when we initially signed up, they had wonderful online reviews, a glowing BBB rating, and I felt as though they’d deliver what they’d promised. Less than a year later, they’ve lost their BBB certification, they’ve turned comments and messages off their social media, and their reviews are putrid. The claims were all laughable if they were even resolved with restitution. This company is a total scam. I will be completing a complaint with the Consumer Protection Agency both at the state level, and national level. If this is how they decide to conduct their business, with obfuscation, bait and switch, and total lack of transparency and honesty, there’s no way they should be allowed to continue operations.

I never once spoke with anyone who had any sort of authority, who was present in the location of their business operations in Los Angeles. Their customer service people, while nice, are a charade designed to frustrate their customers into giving up any claims to the services they were promised and paid for. I got the feeling that it was a war of attrition, make it impossible for an unsatisfied customer to actually speak with someone who can help them, delay, deny, delay, deny, until said customer gives up or forgets that they were just scammed. Crazy, and shameful from the start to the finish.

When I did manage to contact a person in NY, he thought I was a new customer and quoted me 35% percent lower cost than I have been paying for years!! They use the 'bait and switch' to lure new customers in, saying there is no charge to get your stuff back. That is a lie. I originally signed up with the excellent Make Space then these opportunists took it over and immediately took advantage. Covid, deaths in the family and other thing prevented me from getting my things back sooner. Also not being about to get a clear or consistent answer by any one. This is a company that should be investigated, Their customers mean NOTHING to them. Where so they get their money? What 'storage' clients are a priority to them. My advice Run from this company.

I have 2 people there, at the warehouse in Victorville, CA, supervising because of the initial problems in a). Thank god I did so & didn't just sent another moving company. When you remove stuff from storage, you pre-designate the items. About 15 items were brought down that were supposed to stay in storage. They also brought down someone else's art in a crate (must have been valuable to crate it) which wasn't mine. So I stopped them loading it on to the truck. Just nuts. I just don't understand why they can't get their act together on the warehouse operations side. You need to watch them like a hawk... which you shouldn't need to do with a moving company.