Clutter

On top of all of this the compensation they give for broken items is the worst I've ever seen. Their "Basic" plan only covers $1 per lb of item so for a $1300 bed frame I was only offered $130. This is a massive farce and this company should not be in business. Do not use their service. Just go get a storage locker somewhere or try to use a friend's house.

They seemed to have found the missing team members, and began moving our things outside.... some into the truck, some in the alley where they parked the truck. then, THEY LEFT. They didn't tell us, they didn't give us a heads, they left our belongings in our common hallways in front of neighbors doors, outside in the alley, and left! We, like hundreds of others, are of course suing them. I guess knowing they won't be in business in a year (investors backing out, losing money fast under poor management) makes me feel a little better... but avoid at all costs. Good idea that cant be executed.

I have had my stuff in long term storage for almost 3 years and haven’t touched it once or used any of your other services, and now you are going to lose a low service customer who you would have continued to profit off of for another 5-10 or more years as I am living in South America with my wife and daughter. Clutter/MakeSpace has gone downhill, extremely disappointed. 3 Years ago this company was innovating in the moving space, amazing customer support team with a customer first mentality, and now they have turned into the typical greedy corporate American company that lies to and cheats/nickel and dimes their customers. Whatever they promise you up front, trust me, it's too good to be true.

When they were going to deliver my belongings they advised they lost one of my boxes. I filed a claim for the lost box. When everything arrived, many cardboard boxes containing precious vinyl and computer equipment were so bumped up and broken, it revealed how awful they treat your stuff. I'm still assessing how many items are damaged. Worst of all, they want to compensate me with only $50 for my lost box, When it's worth well over $500 plus there's a bunch of personal work that I was storing in my hard drives and Dat tapes they lost. If you are thinking of using them to store your stuff.. Be careful with them, they treat your items horribly, and you are out of luck if they lose your stuff and you don't buy their extra insurance.

First of all, they demanded $800+ dollars to return the merchandise to us and also said they couldn't do it in a timely fashion, which would result in additional storage fees to us. We were able to negotiate a reasonable return time and fee for return of the items, but for both my husband and myself, as well as my daughter, there were items lost as well as several major items broken.

Today we received a text message stating that they found a few of the items and were returning them to us. When they delivered the items, I discussed our situation with the delivery people and they were very apologetic. We were never compensated for any of the missing and broken items, even though we put in a claim for them. From what I understand, that is par for the course for other customers also and the amount of lost and broken merchandise is phenomenal.

From what I can glean from reviews I've seen online, the company has a great team of service people who can pick up the items and deliver them back to the consumer and they get a 5 star rating, but once the merchandise gets to the warehouse, it's anything goes and the rating once returned goes down to 1 or none. Our delivery people stated that the company is undergoing an overhaul and the new management is trying to rectify the problems of the past. I do hope this is true. The employees that interact with the public seem to take care of the property of their customers, but they have no control over the employees who actually store the items. The management of the company has to dive deep to resolve the issues that occur once it gets to their facility or this company won't be in business for the long term.

My items were delivered but I didn't receive an update on the shoe rack. I was, however, charged the monthly storage fee and had emailed customer service in regards to that and the $30 credit. I received no responses but noticed that after about a week, the charge was reversed. However, I still haven't heard back on the $30 credit and my shoe rack. I wouldn't recommend Clutter to anyone given the poor customer service and communication.

I cannot afford a $70 a month increase so I am having all my things delivered to me (two plastic bins, a small ceramic radiator, and a small window A/C). Because I am having all four things delivered I am being charged an additional $159 to close my account! I have never heard of such a thing! Makespace had a 3 month minimum when I signed up and if a customer canceled before those three months were up the customer was charged a fee but never a fee to just not store stuff anymore. I do not understand why I am paying $159 to no longer store stuff. There is no additional labor for having four items delivered and keeping an account open versus having four items delivered and closing the account. That is just a money grab. I don't mind the increase in delivery fees because the cost of labor and gas has gone up. But I also had to pay $25 to pick a date? I used to be able to just pick a date and a time window with no extra fee.

Now if you don't want to pick a date a customer just has to be available for 3 days? It would have just been cheaper to buy a new A/C at this point. I am so disappointed in these changes. Clutter and Makespace merged because Clutter wanted to get into the NYC market but they clearly do not understand the NYC customer and what type of storage service we are looking for. As a User Experience Researcher, I'm miffed! Anyway, spending at least $300 to get my A/C, crappy heater, and spring/summer clothing back I guess... It is a shame that clutter does not have the same values as Makespace.

The team is so disorganized that they didn’t properly communicate with their own warehouse even though they confirmed several times with me and in turn myself with my moving company. Because they could not retrieve my items I had to pay the movers for the time, push back my whole move and Clutter’s team assured me that because it was their fault I would get the cost covered for the movers time. Well, after going through the claims process that was not the case. I would highly recommend looking into other services or storing yourself. Not worth the stress, disorganization and money.

On top of that the company has a lot of restrictions in regards to the items you can storage so I had to do 3 different moves apart from MakeSpace (now called Clutter). On top of that after the move was complete I was charged apart from the storage $300, for over $800 for the moving, considering I had to two other movings to store the items they do not allow. And I always paid regular movers for $400 for the exact same moving, which ended up being extremely expensive and I feel I was mislead during the entire moving experience, so I do not recommend the company.

Full story: I initially hired Clutter in May 2021 to pack & store the contents of my apartment (white glove service). This service includes all packing materials, along with several movers to pack the items by hand. I made the reservation weeks in advance to secure the earliest morning slot, which was critical to accommodate the move-out procedure in my building. The day of the move, the movers arrived more than 7 hours late. They had no boxes or moving supplies with them, the crew was short by one person, and they had no room on their truck for our belongings.

They had no idea what to do when they showed up at the apartment. After I spent hours trying to get ahold of a human being in customer service (it's almost impossible to get someone from Clutter on the phone), Clutter informed me that they would not be able to accommodate our move at all that day. Our reservation was for 7 AM that morning--by the time I finally spoke to someone, it was after 5 PM. Our building management office was closed & we were put in a precarious position of having our movers show up the following day without an elevator reservation.

While they did give us a nominal refund for the inconvenience (a few hundred dollars' off our monthly storage fee), we could never have imagined the havoc they would continue to wreak... We scheduled a delivery of all of our items/boxes in February 2022. We had to arrange for movers to pick-up our goods at the Clutter warehouses in New Jersey and move them to Austin, TX. Clutter does not offer long-haul moving, nor do they allow you to retrieve your boxes at their warehouse sites without an insured mover. Therefore, the only way to receive your items outside of their delivery radius is to hire a third-party mover.

When our movers arrived in TX I began unpacking and immediately realized Clutter's "packing professionals" had placed fragile items--including fine china, glass stemware, silver--at the bottom of large wardrobe boxes, with essentially no protective wrapping. They then packed heavy pots and pans and ceramic dishes ON TOP of these fragile items. Naturally, several items were destroyed. I immediately called Clutter customer service when I saw the first of the damage and explained how poorly the items had been packed--emphasizing that the damage had nothing to do with how the movers handled the boxes, and everything to do with how the boxes were packed.

The customer service representative told me to unpack everything as quickly as possible to limit further damage, and to carefully photograph/document the damage so that I could file claims on the Clutter site for reimbursement. I proceeded to unpack, and was in awe of how carelessly the Clutter team had packed many items. In addition to the kitchen items, $2000 dollar lamps were placed in a box with no wrapping and, unsurprisingly, the electrical components were broken off of the base of the lamps.

"In order to be eligible for reimbursement under (ii) or (iii), you must timely notify Clutter of any applicable damage while Clutter personnel remain present during or after the performance of services. Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third party's negligence or willful act contributed to the claimed damage."

I immediately disputed, explaining to customer service representatives that the damage was entirely due to how the boxes were packed. There was no way for my movers to know about the damage when they picked-up the boxes, because the boxes were sealed. Hence, there was no way to inform Clutter of the damage with a Clutter representative present--making the policy predatory in nature. Customer service representatives acknowledged these facts yet have repeatedly refused to reimburse me for the items. Moving is stressful enough -- avoid Clutter at all costs!

Next, the advertised 9 dollars to retrieve your item any time, is not really 9 dollars. I had to pay 84 dollars to get one small item back - my stuff was basically held hostage by clutter. When I was ready to get my stuff back, I tried making an appointment but guess what... clutter offers one appointment a day and all of the slots were taken for month in advance. Meaning I could not get my things for another month due to what I am assuming is a labor shortage and lack of availability and had to stay in an Airbnb for the time being to have a bed to sleep on. Airbnb (2,500USD) + another month of clutter (273 USD) is not something I budgeted for.

On the storage drop off day, it took two full grown man 2 hours (so 4 labor hours) to offload the 80 items out of their track. 2 hours to carry things 15 yards from the street to inside of the house. The cherry on top was getting charged 25USD in "preferred scheduling" - which is a charge you pay when you select a specific date for getting your stuff delivered instead of opting out for a multi day delivery window. Do yourself a favor and go the old fashioned route - hire movers and get a regular storage unit to which you can actually go to if needed. NEVER AGAIN CLUTTER. NEVER AGAIN.

Now let's talk about the damage that was done!!! They scratched and scoffed up the walls and then they offer me $100 for 4 walls! The claim that I had originally put in was $325.00, which they approved and then took back! Where does this happen at? The damage done to my personal property was worse. Once they "viewed" my photos, they dumbed it down to minor damages. My headboard, foot board, 2 dressers, a brand new samsung soundbar.

Now get this- of course it's in the fine print- but if you don't buy an expensive upgrade protection plan- they only pay you $1 per pound you can imagine what they are proposing for my claim. Then once they got tired (which I am not sure how they were tired after taking almost 1- and 1/2-hour lunch break) oh it was getting close to quitting time- they did not set other bed up, did not put my already labeled boxes in the correct rooms, and it took me over 30 minutes to find my tv in the garage! Once they "finished" I saw the post documents and was floored!

The cost was $2043.00 for a 3-bedroom apartment to a house and get this- one bedroom they didn't even touch! I was quoted at max $1700 and even that was a lot. I refused to sign until the bill was explained. With that being said, they literally suspended my account for my storage items. Even while "suspended" they still managed to charge me for Feb rent. I wanted my storage delivered on my move date the 29th of Jan. I am disgusted by Tiffany- customer svc rep who told me to wait and pay once bill had been clarified. Michelangelo for making promises and not keeping them. Just this whole incompetent company and its staff. This company is HORRIBLE. Please choose another moving company because while you think you are getting a deal- you are not! They charged me $462 to go 0.3 miles between point A and point B! And their reasoning- in the state of California we can charge double hourly rate for driving.

To our surprise, we realized that our tenants had requested several additional items be placed into storage with the onsite movers and this was done without any coordination or confirmation from my wife or I (the account owners). This explained (at first) the additional items that warranted the larger storage unit. We simply passed the additional charge to our tenants and thought that was settled.

Fast forward 6 months and it turns out one of the items placed in storage (without our permission) was a $3000 sleeper sofa. (side-note: My tenants are young couple that is paying $4500/month for a fully furnished home and has never been late with a payment in 2 years. Translation - they don't need to steal a used sofa.) A sofa that Clutter is now claiming to have no record of. Note that this is despite the manifest referencing 4 undescribed items totaling 214 cubic ft! Thus since THEY can't find it, they are now refusing to respect the claim.

Denied the lost item claim even while unable to explain the 4 undescribed items in the signed manifest.

Watch Clutter like a hawk. Validate every picked-up item after it has been picked up or dropped off, take your own pictures of the items being picked up. Capture the names of your movers. Take a photo of the truck after all the items are placed in it (apparently, they use this as some sort of evidence that the items can't POSSIBLY be stolen since they don't appear in the picture that the movers took in-between location stops).

NOTE - I must say the call-center rep I worked with was understanding but seemed surprised I suggested my sofa was stolen (as if that is some wildly unreasonable assertion).

The movers were very careless with my things. They also showed up to both my move out and move into a new building without masks, though Clutter will text you to wear yours. They sent two moving trucks for the first part of my move, instead of one. One of the movers got into a fight with my super as my super asked him to park off the curb and not block the entrance to my building. Bed frame, art, pottery and a mirror were all damaged. I could go on. It was not a good experience working with Clutter at all.

I moved far outside their coverage area but fully expected to access some of my things when I drove back up. Long story short, there is no convenient way to access my items. They do not allow their customers anywhere near their warehouse (sketchy!). Their policy makes absolutely no sense since they will allow movers of my choosing to pick them up at the warehouse. They also provide an option to have something shipped to a location but there’s a catch… there is a cost (per item!) and if they’re shipping outside their service area, they’ll use FedEx, which is cost prohibitive for anything heavy or oversized (like a wardrobe box).

They never disclosed how difficult it would be to access my stuff, nor did they mention there would be such a high cost to retrieve them. It’s like they’re double dipping since they already get you for a monthly fee. It’s not hyperbole to say what they’re doing is extortion; they not only charge you a monthly fee to hold your stuff, but they will hold it hostage unless you pay them exorbitant fees to get your stuff back. Stay away from this company. It’s not worth the hassle and expense. Use a good moving company and a real storage facility that has customer friendly policies (ie, freely access your things at no additional cost).

The more frustrating point is that they broke the legs off my couch while moving out and could not replace them when moving back in. The movers told me the legs were useless and to file a claim. The claims department claimed that the legs could be re-attached even though their own people disagreed and could not re-attach. Now I have a useless couch and have to go spend more than the move-out, move-in and 2 months of storage combined just to get a couch that I can sit on. Completely frustrating experience. Do not recommend.

All of my family photos, documents, sentimental items gone. These items had value to me. All of my living relatives are no longer alive. I am beyond distraught. I had been a customer since 2018 and they did nothing to try to help me. Aug/Sept. they chose to do nothing. I was someone who wanted to pay. Other major companies work with their customers especially during Covid. But, not this company.