Clutter Reviews

The first day was the beginning of the nightmare. The San Diego Crew shows up late with only 1 truck, 3 guys and 1 trainee. I inquired about the second truck and was told the driver was sick and the truck was having mechanical issues. I was never informed of this. Not to mention the lead was awful and extremely unhelpful. He sweet talked me way too much when I was showing concern about his lack of readiness or willingness to start the job. He spent majority of the time on his phone supposedly getting more support. He advised me to call Clutter to yell/cuss them out to get my way. He acted surprised when I informed him I didn’t have a way to call Clutter and that I kept getting sent to a call center. Which side note with the “white glove service” you’re supposed to have constant help which wasn’t the case.

The whole first day the San Diego team was essentially useless. They nit picked what they wanted to load up, sat around on their phones and took a lot of breaks. More than half way through their shift another truck shows up with two guys. One guy leaves about an hour in leaving only 4 professional movers for about another hour. Essentially that day we only had 3 movers and 1 trainee who pretty much slacked off the entire day and wasted the whole shift. I basically had to beg Clutter for help as Clutter is telling me that they won’t finish in the day and they won’t be able to show up the next day. I had to be out in 3 days. I had an OC and LA crew show up to get the rest. I was also disclosed through this whole process by the crew that cross country moves are brand new to Clutter and how disorganized Clutter actually is which was really concerning for me.

Fast forward to the delivery in Tennessee. 4 guys show up in two Penske trucks and only one guy I recognize. The other two were flown out from Seattle and the other from LA. Come to find out they didn’t move my stuff out, nor did Clutter move my stuff out. I get told from the crew that a third party was hired to move my stuff. They met the third party and loaded up my belongings onto Penske trucks they just rented. Clutter has denied any of this, but upon my persistence someone is “looking into it”. Throughout this whole process I was never sent an updated estimate, never emailed anything. I was surprised charged $25,092.36. Yes you read that correctly. I was never given anything in advance. This was a surprise.

I know I’m being charged for the crews flights, hotels, Penske trucks and the third party they involved. I have filed a dispute with my card. Not to mention that majority of my stuff is broken, damaged and missing. I reported this huge marble slab missing. I’m told that the crew informed the claim person that they never moved it, they are also denying moving my elliptical and bicycle. I was flabbergasted that not only could they say this, but that it’s to be believed by the Clutter associate. The pure stupidity is dumbfounding. I informed the Clutter associate I had 3 different crews do this move so he should loop back around also mind you I was predominately by myself during this move as my husband had to work and I had my 5 month old strapped to my chest. How would I move these said items by myself or better yet drive them across country? How would they magically end up in the Penske trucks if they hadn’t moved them….

I watched the lead on the 3rd day of packing dismantle the elliptical and move it into the truck. I watched the guys grab my marble slab, put a photo box around it and write in red marker. It was packed next to stuff that was being disposed of. So I can only assume they disposed of my marble slab and now denying any of it happened. On top of that I’m informed by the crew that their boss didn’t have anything set up for them to remove the boxes they were unpacking. Now I have boxes piled in my driveway and I’m told ‘Oh well’. I had to hire Junk King to remove the items with a discount because they felt bad but the total cost came to $400. I tell the Clutter associate I need to be reimbursed for this and I’m told “they don’t cover third party costs”. Which again is dumbfounding as they hired a third party to move my stuff out here. Not only are they up charging me $25,092,36 for a $11,000 move but they won’t repay the $400 for the boxes they are supposed to remove.

Clutter is out here scamming people, taking your money and refusing to cover your claims. They will not pay what is owed for all the damages/broken items and missing items. I have so much that broke that I didn’t even make claims for, because I’m not trying to literally argue with someone over $5, because that is all they will give you for your belongings. Trying to get any sort of help, any sort of retribution feels like an episode of the twilight zone. How many times I have to repeat myself is ridiculous. No one has actually helped settle these claims appropriately and it’s been over a month. Read the reviews on BBB website as well. Clutter is in the business of being shady and scammy. Make sure you send in your complaints to the Bureau of Household Goods (916)999-2041 and if they did a cross country move with you file a complaint with the Department of Transportation; Federal Motor Carrier Safety Administration.

The team lead, Robert, spent so much time on the phone calling the office to ask questions. The other 2 team members reported he was very anxious, and from my observation, not a trained or informed Team Lead. I have never been charged this much for a move and I have moved 7 times. The quote was for $2173. This move was billed at over $5000. If they needed that much time to pack, why did so many items arrive broken and scratched. Robert put my bed together on 7/2 and it fell apart on 7/3. Thank God the LA team was there to put it back together.

I have filed a dispute with Wells Fargo along with the evidence of broken, damaged items, lot items (very large computer monitor, expensive piece of framed photography and an $800 designer dress) among many smaller items. All of my other expensive clothing was balled up and thrown in a box and I will have to incur the expense of pressing. SD team lead, Robert, was anxiety ridden, unprofessional and spent excessive amount of time on the phone while I was there. The packing was poor overall. The team from LA that came on 7/3 to bring in all of my items, except the bed, were great and they told me the SD office sucks and does a bad job. The SD team also told me, "Lots of people are not happy with the move and complain."

Their words exactly were, "The SD team sucks." They were there to witness all the broken items, and said overall this was a sloppy job and in no world should it have taken 10 hours. I am so disappointed by the pure lack of ethics and professionalism displayed by Steven and Tyler, who kept adding movers and increasing my cost. Why in the world would it take 5 men to move a 1 bedroom apartment. I have moved 7 times for my career, in the last 10 years and the most I ever had to pay was $3,000 and that was when I had 2 bedrooms sets and living room furniture. Even the SD team said this was an ill managed move and they, "...had never seen this before...it's so bad." Validation from the LA crew on 7/3 that this move WAS NOT a ten hour job requiring 5 men, and that SD Clutter demonstrates a negative experience for the client, "over and over again."

Even the movers from SD, said, "Many people complain about their moves and are not happy with their move and the management team." Much of my stuff is still in boxes, so I paid for unpacking and putting away, as offered by Steven, and did not receive what I paid for. Instead, I was overcharged for an incomplete job. Now let's mention the many items that were left behind, including trash, by the SD team. I found this experience to be extraordinarily stressful and upsetting. The LA team said they were also going to report the poor job to their management.

So I have about 6 witnesses that will document and report how messy and unprofessional this move was for me. The only good part of the move was provided by the LA team on 7/3, because they did what they could with this mess. Oh and they brought things here that I labeled stays and left things I labeled move. I could go on and on for hours as to the nature of this terrible experience. I have also filed a dispute of the charge with Wells Fargo and all the evidence they asked for to research my claim.

So I make a payment and you people take that opportunity to push through both payments? If I could afford both payments I would've scheduled both payments. So now when I thought I had my Financials figured out these guys are pushing payments through like the friggin mob! My plan was to make one payment per payday until I was caught up. I guess that wasn't good enough. Do not rent here. I've loved my service but I'm grandfathered in. The policy changes they are making are atrocious and their billing is very forceful. Save yourself the headache. Don't rent here.

They charge $210/hour to deliver your items and even if the job takes 10 minutes you are charged for an hour and additional fees will be added. I booked a pickup appointment and it was cancelled last minute. When trying to rebook I was told there was no availability for a week and I had to change travel plans and adjust when I was moving out of my space due to their lack of flexibility or willingness to let me get my items out of storage before the date I needed it by (which was why I booked the appointment far in advance in the first place).

I was initially convinced this was a great company with impeccable customer service, recommending it to friends and telling them to use them, I was way off. Worst customer service and experience for a storage company. The low rates for the units are not worth it - pay the extra monthly cost with another company, at least you will be able to get your items when you need to.

They also told me that my items took up 829 cubic feet and they charge 75 cents per cubic foot. I looked back over my emails from MakeSpace and found an email stating that they measured my items and they took up 605 cubic feet. I spoke to a Clutter manager (who is in India - that is where all customer services calls are directed to) and I was told that I could email their claims department and they would look into it and get back to me. They emailed me back to say that "after some careful consideration, our team has arrived at a resolution. We have calculated 610 cuft. and they used manufacturing measurements and accounted for wrapping of two items." They are such scammers!! So on top of paying 2 months rent and 1 month security deposit, I now have no choice but to pay the "ransom fee" of $739 to get my belongings!!!! This is so frustrating and upsetting. I will definitely be looking into a lawsuit against Clutter.

I even watched as they deliberately packed it up and loaded it onto the truck. Fast-forward a few months and...well, the thing is totally busted. I filled out a claim and since the instrument is worth over $2000 I was shocked to find Clutter is offering to reimburse me $94. that's right... They broke my piano and are offering me $94 to make it right.

On top of this, I have called repeatedly to demand fair reimbursement and have been given the run-around - assured someone will call me back, but I've still heard from no one. Not to mention, they charged me $75 each to reassemble my bed and a table that they INSISTED on disassembling upon picking up. I am furious with this company and urge anyone looking for a storage facility to PASS ON CLUTTER. What is the point in storing your items with a place that not only will break them, but then won't offer you fair value for what they broke...$94? Give me a break.

If I had known that was the cost up front I would have went to pick up my things on my own. False pricing for sure! I then had a horrible experience with Clutter to remove my things from storage. I reached out to multiple representatives to confirm when my move was scheduled for. They confirmed it was going to have my things delivered on May 29th and I flew 3000 miles overnight from New Jersey to California to make sure that I would be there to meet my things. While at the airport I didn't see an email for a time so I called Clutter and they let me know that no appointment was actually scheduled and I wouldn't be getting my things for two days!!!! I called them asking for reimbursement for the delayed trip and they took no accountability for the extra expenses like the agent said they would if I submitted a claim.

Additionally due to the negligence of their staff they broke my $800 mirror (which they didn't even let me know in advance, I only found out because when the move was done I asked them where it was and she had to call the station to find out - my personal opinion is that it was stolen) and my TV then only offered to reimburse me $64!!! For someone who has been a paying customer for 3 full years this treatment is careless and disgusting. I would not recommend this company to anyone. From start to finish I've had only ONE agent actually try to help and assist in fixing the damage that was done. STAY AS FAR AWAY AS YOU CAN! 0 STARS IF I COULD DO THAT!

Currently working on getting a lawyer in regards to their practices.. But for now I am just going to share this experience on every platform I can. Hidden fees. Yeah. Lots of those, with that absolutely NO customer service. They’ll make you wait on hold until you give up. And even if you wait for them to finally get back to you, they’ll just forward you to the next person who will do the same thing. Then even when you have HARD evidence they told you that you WILL NOT be charged extra. They’ll go ahead and take that back quick to steal your money. Not only do they want you to waste your money on them, they want to waste your time too. Don’t let their advertisements trick you into thinking they’re worth it. Because they’re not.

Well fine... I absolutely get that prices can go up and I completely support fair wages. Only here's the problem... current Clutter prices as advertised on their website are LOWER THAN EVER. Currently $186/month for my exact unit. So can someone please explain to me how my storage unit that is literally just sitting in the warehouse untouched for 30 months is generating so many cost increases for the company... meanwhile a new customer who actually needs a truck filled with fuel to come pick up their things, plenty of materials to wrap and pack those items, and the labor required to drive the trucks and load and unload everything into the storage unit is currently able to do ALL THAT for $186/month for the same 10x10 unit that is now costing me $302?

In addition, despite a contract that says the final delivery of all my items will be free plus $38/ hour for labor, I have now been informed that it will cost $291.48 + $78/hour for labor to close my account and have my items returned to me due to "unprecedented increases in supply chain costs". Only there AREN'T "unprecedented increases in supply chain costs" because they are currently advertising FREE pickup and delivery to new members in my exact same zip code.

Clutter claims it can't possibly honor the rates of my contract because costs have risen so much over the last few years.... only Clutter prices for new customers have never been lower -basically subsidized by rate increases on existing customers... a very shameful way to run a business. If Clutter can offer free final delivery to everyone signing up by the end of May, it can afford to honor my original contract rate of $38/hour... which is all I want. Unfortunately, the best offer I have gotten after hours of phone calls and formal complaints is a measly $50 credit... Run from this company before they have the opportunity to hold all your things hostage!

Two years later, I’ve moved into a new permanent home in Massachusetts. I had to spend $1500 out of pocket to have these items moved to Massachusetts from New Jersey. My movers called me to inform me that two items were not included in what they were being given though they were on a detailed list I had provided them with of the items they requested from clutter. These items were not only 2 of only 10 non-crated items they stored, but also the two most expensive items I had in storage.

Clutter also damaged several other items, refusing to pay for replacements, and only paying me my phone requested him out for an antique bureau that can’t be repaired anyway. On my last items, my final and best offer from them is less than half replacement value for both items, even though these items aren’t damaged, they are completely gone. Do not move or store your items with clutter, they are only out for your monthly fee and do not care about the items you’re storing.

During my move with Clutter, they lost almost $900 worth of items, including my blender, pots, pans, and other miscellaneous kitchen items. They also broke my ottoman, which they admitted fault to, but only offered me a measly $38 in compensation (mind you it’s going to cost me $200 to repair). Such insult and it shows just how little they care about their customers.

Their “Limited Security Warranty Policy” is a joke, offering a maximum of only $1.00 per pound in aggregate per person. This policy hardly covers the full extent of the damage that I have suffered. Oh and how much was the move? $2,800! I strongly advise against using Clutter for any moving needs. They are unprofessional, unreliable, and downright dishonest. Save yourself the headache and look elsewhere for a provider that values their customers and their belongings.

In reality - and hidden behind a hyperlink buried in a FAQ - I have no access to my property without paying the remaining contract of $500 USD. And my "local pickup" to retrieve my property is 2 hours (with good traffic in Fontana) when it clearly states I'd have access to a storage unit in San Diego. Upon filing a claim, they say if I had clicked away from the page and look at the buried FAQ, I would see what I was signing up for. Obviously, this is not how it works in 2023, and I would have used a different service if I knew this was the actual service provided!

I'm furious they are holding my property for ransom and then using what the FTC calls "unscrupulous tactics" to try to send the burden back to me, when I read the offer page and signed up accordingly. Obviously in FTC requirement point #2, not having access to my property and having a pickup location 2 hours away was not listed on the signup page as well. Otherwise I never would have done it.

Their Google ad ALSO claims: "Free Storage Pickups - Clutter Moving And Storage." "For $0, we'll pick up, pack, and transport your items into storage." And I was CHARGED for this. FTC requirements for selling products/services: **. If you value your property STAY AWAY from this company. So far reported to FTC, DCA & CA State AG. My bank has confirmed that if I pay their ransom for my property, they will dispute the transaction and refund me based on the documents I have provided. Clutter still won't budge, "Trust & Safety" rep was an absolute jerk. Absolutely awful experience!

Oh, and the best part is after I filled out my claim, they offered me $82 compensation. I want this awful company to kick rocks so they can’t do this to others. Worst. Company. Ever. I know many people with the same experience as me. Do yourself a favor and use any other company; I can’t imagine there being a worse company to work with. Basically paid over $400 a month for a door to door garbage truck is how I feel about this company. And any good review you see is 100% fake and comes from people that work at this trash company!

There is a disclaimer about how customer should not believe anything they read about the company's services on their website. What in the world! I also read experiences from people who paid an extra coverage policy yet were never compensated for their lost or damaged items. Is this company a complete scam? Possibly. Do not use them!

At the *very* end of moving day, after it was already way late, the movers told me they couldn't figure out how to get my couch out of the house. When the couch was moved in, it took the non-Clutter movers who did it 15 minutes. The Clutter movers couldn't even get the couch out of the room doorway. So they told me someone at Clutter would call me and send "more experienced" movers to get this taken care of, which was especially urgent since I was physically leaving and traveling far away. Clutter not only never did this - completely ** me over - they also told many lies. They made virtually every subsequent interaction hell.

Since nobody called me, I was forced to call them, and they were extremely difficult to get ahold of. When they finally responded...they told me they refused to come and get the couch. The "more experienced movers" apparently never existed. They acted like moving this couch, which had been so easy for the competent movers I'd worked with before, was an impossibility, and they told me to hire someone else?!?

So I then had to figure out how to get the couch out of the house and into a separate storage unit (**) ASAP while physically 3000 miles away. After a ton of trouble managing this, it ended up costing me an additional $1600 or so, *plus* $114 a month for the other storage unit which only houses the couch, and I'm going to have to separately move the couch into my new home as well. It was a total nightmare.

Their customer service people blew me off. When I made a claim to cover the exorbitant unexpected costs I was forced to pay due to their negligence, which will be thousands after the couch is moved....they offered me a little over $200. Run for the hills, friends. They are one of the most evil companies out there today...which is saying a lot.

I was willing to spend more to get white glove treatment. I contacted the customer service number in tears looking to speak with a human being, as the damage the caused cannot be solved with a claim and was told over and over again to file a claim without any resolution or escalation to a manager. Clutter ruined my priceless belongings with family history attached and they couldn't even contact me when requested. In full transparency, my claims are still being processed but will be exploring filing a lawsuit if they are not satisfactory with the worth of the belongings damaged. Clutter will turn your pristine belongings into exactly what they claim... Clutter. This company is shameful. RUN.

The new policy requires that you use Clutter services to move all of your items to a location of your choosing because they do not allow 3rd party movers to pick up items at their warehouses. This results in significant service fees for the time they need to pack their Clutter truck, unload, and assist in reload to a new 3rd party truck. Third issue revolved around their lack of accountability for the role they played in housing and caring for my items during a cross country move. I had nearly $3000 dollars worth of damage submitted across a handful of items ranging from kitchen tables to framed photos. They took no responsibility as I could not prove the items were damaged while in their possession.

Clutter performed all the wrapping and helped load the items into a transit trailer for the move yet they could not take accountability for any part of the claim. I ALSO paid insurance which was $20-$25 per month which I thought would cover things like this, but did not. I leave this experience feeling dismissed, disrespected, and under valued despite spending $1000s of dollars with Clutter. Avoid. I recommend using local movers and your own storage facility that you can go in and out of. The time, added expense, and damage costs I experienced were in the multiple $1000s.

I'm now heading into the weekend with no furniture so am required to rent some in the meantime whilst this issue is resolved. I'll be sure to add this expense as part of our ongoing dispute. What's worse is that their team said that movers were INTENTIONALLY damaging items when they heard that MakeSpace was being acquired by Clutter. Please feel free to reach out to me for any specifics. If the matter isn't resolved in the next few days I'll be filing a class action lawsuit.

If you have belongings with Clutter - especially if you were with MakeSpace previously, I would encourage you to ask to see your belongings. Unfortunately there is a very good chance that things are lost or damaged. They are still searching for the top of our dining table which they currently cannot locate. And they delivered a desk top that did not belong to us. We are just starting the claim process with them now. I do not expect that it will go very well. But let's see.

I tried to fight it and they didn't help at all. Then I wanted to remove some of my items from storage and I get a notification saying my TV will be delayed. So I have to file a claim to get someone to communicate with me about what is happening and when I finally did get a response, they said the TV has been damaged and they can only offer me $1/lb which came us to $39. I had a 75 inch Samsung Smart TV that I paid $1300, I can't believe how negligent and inconsiderate Clutter and their representatives have been. This has been the worse experience ever and I would never do business with clutter again and will be telling EVERYONE about their horrible service.

Second, they lost two of my boxes (with all of my bedding and pillows), and completely shattered my TV screen. I called them multiple times and emailed with Kendall on their Trust & Safety team. They would not hear my requests and denied my claims multiple times. They will not even hear my side, nor review my case. Instead, they just deny my claims, even though I purchased $1,000 worth of moving insurance from them before our move. TLDR: DO NOT USE CLUTTER! Save your money, your time, and your sanity and use another moving company.

So no one knows anything but the system. They keep asking me if I have any questions or concerns. But when I do no one can answer them. Cause it's the system. Meaning They let computers run the company & it's always right & the hell w/ the customer. They don't know anything & blame everything on the system. What kind of company lets this crap happen? They simply are idiots working there & let the system make all the decisions of whatever it wants to do. Still will never do business w/ this company again. CAN'T WAIT TO BE DONE W/ THEM.

Original Review: When I first came across Clutter I thought oh what a great idea. Then they moved me onto a bigger space w out asking. You have no say over anything. Then you still have to pay. Then they make you choose how long you're gonna need storage for. You have to keep it in there or they will still charge you to pay up or you don't get anything of yours. It's cheaper to get everything out of storage than a few things. The wanted to charge me $379.ish for 9 items. For everything they want $291. + $78 service charge. Then they try to take it out 2 days prior to services rendered. If they can't they will cancel your appointment & charge you $100. They say you sign a thing saying you agree. But I have never signed anything saying such.

You have to pay before allowed to schedule another appointment. Then all of a sudden my rent is due on the 3rd. It's always been the 6th. So of course I have to pay that too in order to schedule another appointment. So now I have another appointment for the 11th of Dec. I've had to pay $292. Then 2 days prior to my services rendered I'm gonna have to pay $291. +$78.. Total of $661. I'm sorry but whatever happened to the customer is right & working w the consumer to make you want to use them? They treat you like a criminal. Oh & forget filing a claim 'cause they view it & deny you. They are always right & you the customer are always wrong. They don't care if you're a single parent or a senior citizen. Don't trust this company unless to want to be raped of your $ 'cause that's all they are after.

Also every 3/4 months the cost went up about $45, so what started as a $50 unit ended up $190. For a storage unit they refuse to stop charging me for and close. Maybe you have $200 a month to blow on storage. I don't and the fact that they felt bold enough to tell me that they would not stop charging me showed me how rotten of a business they are. Trash, straight-up garbage. I know the pick up your stuff sounds good, but the business is a scam. A horrible scam.

Also, many people complain that when Clutter returns their property items are damaged, lost, stolen and missing. Where you spend your money is up to you, I encourage you to be wise, let some stuff go and find other means OR pay for the service with a prepaid debit card you can easily stop. I regret giving them my debit card and having to close a bank account I have had for 25 years because they let me know they would keep charging me. What business do you say, I want this to end and they say, "No, this will never be over until we're satisfied". Go elsewhere, please don't use Clutter storage. No one was even there when I went.

1. They Will Break All Your Stuff: Once I finally was able to get my things returned (more on that), my moving company called me as soon as they received my items to alert me that it appeared that at least half of my things were damaged. (My mover said that in 24 years of being a mover, he has never seen anything as bad as the condition they returned my things in). In total they completely destroyed 3 upholstered chairs (legs broken off all 3), 1 hamper, 1 marble table (split in half), 1 side table, 1 civil war trunk, 1 large framed piece of art. Separately they damaged 1 sofa, 1 side table, 2 chest of drawers, 1 bar cart, 4 dining chairs, 1 bed frame. All of the china and dishware were ok as I packed them, but everything that they packed was either destroyed or damaged. Estimated total replacement cost is $32k.

2. Reimbursement is a Joke: It is on you to report any damaged items and you have to provide photographic proof taken the day they were delivered – and they will still fight you on it being their fault and only pay $1 per lb for reimbursement. As I was in California and could not travel to see delivery of my items as I was undergoing cancer treatment, I used the images that my movers took as well as the waybill they provided to show proof of damage. After many many emails and attempts at contacting them and submitting claims, they reimbursed me for half the cost of the delivery of my items (I had to pay $970 for their movers to deliver my things, so they reimbursed $540 from that), they paid me $175 for the claim I submitted for how emotionally distressing the whole experience was, and then the grand total reimbursement for damages to all my things was a whopping sum of $349.

3. If You Want Any Reimbursement, They Require You to Sign an NDA: As I said the total they were willing to reimburse me for the damage and destruction of 18 of my items was $349, however in order for me to receive the money I had to sign an NDA (non-disclosure agreement) saying I would never publicly say anything bad about them – this includes public reviews - which I find totally unethical from a company that services the public (and not even sure if that is legal). As I refused to sign the documents, they said I could not receive the reimbursement. I would rather be able to share this review than be silenced for a few hundred dollars.

4. Worst Customer Service: You will never get the same person on the phone (if you are lucky enough to even get a call back), in order to be in touch you have to send them an email, request that they call you (which they generally don’t unless you harass on all ends) or through their online chat. Anyone you connect with will only reiterate the rules to you and you will not speak to anyone of any authority, nor will they ever admit to any accountability for the damage they have caused or the distress. I felt completely helpless and completely unimportant, as if I was just shouting into a void and in return would get a robot responding with their guidelines.

5. You Have to Pay To Get Your Things Back: You cannot go to their warehouse or send movers to their warehouse, you have to pay their Movers (at $78 an hour per mover) to return your things to you – I was charged $971 just for them to return my (very broken and damaged) items to my own movers. (Of which they did reimburse me $540.)

6. Scheduling a Return is A Nightmare: I could not schedule a regular return on their online system because I was in California undergoing cancer treatment and needed things delivered to my movers so they could then drive across country to me. After three weeks, two call requests, three chat requests for a call and DM’ing their social media account, I finally got someone to return my request for a call to figure out a location for delivery of my items as my moving company was ‘out of their delivery range’ (by about 1 mile) and since they do not allow anyone to go pick up directly from the warehouse. They finally made an exception for me and called me back, agreeing to deliver to my mover’s warehouse.

7. They Will Charge You For Their Mistakes: When they did return my things to my movers I went online and saw there was one item missing from the return – my marble table. After several phone calls and several online chats with them I finally got them to schedule a second delivery of the table that was their error in not including. Then that delivery was cancelled the day before with no explanation. (Note the table had now missed my moving truck leaving from NY to California for all my things so I would have to pay my movers an additional fee to move the table.) It then took me another week to re-schedule another delivery which was for a week later.

When the Clutter movers finally got to my movers to deliver the table, I get a call from the Clutter movers saying that my movers refuse to accept it because the table has been - wait for it - broken in half - so they will not accept an item that is destroyed. Not only did Clutter try and charge me for the delivery of the item that was their fault in not delivering in the first place, but then they return the item to their warehouse to ‘store’ it, wrap it up in a blanket, take a pic of it and add it as an additional new item they are storing for me, and attempt to charge me for another month’s of storage for the broken item while begin harassing me on when they can deliver the item to me.

I told them over the phone and on email several times they can trash the item as it is now garbage (a $6,500 table at that). My favorite part was in several of the emails from them they kept telling me they would deliver the item to me at no extra charge, as if they were doing me a favor for not charging me to deliver an item they failed to deliver in the first delivery and that they also completely destroyed.

I do want to note that I actually never engaged Clutter directly, I arranged storage with the company MakeSpace which was purchased by Clutter (directly following the purchase, Clutter then increased my monthly storage fee by $70 - I wasn't in the position to end the contract at that point as I had just had undergone a serious surgery and was about to begin chemotherapy).

Given the amount of money I spent on storage for two years, the cost of the return of my items and the cost to replace or repair what they damaged or destroyed, it would have actually been more cost effective for me to just destroy my things on my own and bought new things when I wanted to. It also would have certainly saved me a lot of headache and distress, particularly while I was undergoing cancer treatment. I'm not looking for anyone's sympathy here, I just hope that by writing this review other people can avoid the same awful experience that I had and hopefully the company can be held to some accountability on how they treat their customers and the service they provide. Clutter is literally, the worst.

Once my things did finally arrive, they were an hour and half late outside of the already large 3 hour window. My coffee table was completely broken in 2 pieces, for which I received a meager $40 dollars for. They stained my brand new carpet with what appeared to be oil. They also damaged my dining room chairs but don't worry they paid me $9 for that. They also brought numerous items in the storage bin that WERE probably wrapped in a layer of bubble wrap and protective foam. Everything, and I mean everything was covered in dust. So much for a ventilated climate controlled storage unit. Never use this company.

Again I have been a perfect customer paying my rent but if I ever want to see my stuff again I will have to pay four times my rent. I was told to place a claim but so far no answer! I suggest all clients of previous companies bought by Clutter call lawyers. It’s clear there’s enough of us for a class action lawsuit. These guys can’t keep doing this.

I used them more recently (07/2022) because I temporarily needed a place for my items while I traveled. The price to put my stuff (of only a small bedroom) was twice as much. There's an initial cost when getting your items which is whatever. However, to get your items back costs an arm and a leg. An obscene amount on top of the already steep price of storing your stuff just to get them back. And they try to pre-charge your card before the appointment happens. So I set up an appointment and my appointment window was wide and they canceled my appointment on me without even coming to the door. So, they will also look for any reason to cancel just so they can charge you an extra $200.

I also got an email from Clutter saying these two items were delayed. When I went to use their incredibly useless chat the agent informed me the items were not delayed but they were MISSING and I needed to file a claim that would be reviewed in 5-7 business days. Clutter also damaged an item that was brand new so I submitted a claim for that as well. No one know what is going on and everyone is extremely clueless. DO NOT USE CLUTTER EVER. Update: It's been over two weeks from filing the claims and I have still heard NOTHING from Clutter. This is business is a scam and will lose and break your things and do nothing about it.

Shortly thereafter I called customer service only to be told that they would not honor it because the rep did not enter the code when he signed us up. I am left with the distinct feeling that I was scammed - falling for some sort of 'Bait-and Switch' con. In addition, I have to wonder if Clutters' representatives are incentivized not to rent the rooms at an offered discount, even when the customer directly asks for it. At a minimum, Clutter should do a better job of training their front end staff so as to not have them obfuscate the correct procedure to qualify for a promotional discounts that Clutter "offers". After years of renting a storage unit at this location, we will both be taking our business elsewhere at the end of this month. I expected better from Clutter.

Delivering: When I had them deliver my things to my new place, the team showed up without my mattress. [Interjection I will make here- the delivery team was also very professional and efficient, and I have no complaints about them whatsoever]. I had to file a claim, wait days for them to respond, and then days more before they managed to deliver it (this was after I had some strong words with a support person, who subsequently magically found me an earlier delivery date so I didn't have to sleep on my couch another week).

More missing items: After fully unpacking I realized more items were missing: My vacuum and broom. These are not easy to lose! I know for a fact that they were taken in the initial move (there are photographs of them in the inventory but they weren't actually included in the inventory). Off I went to file another claim. I waited almost two weeks before I had to have more strong words with the support team about the lack of response. Finally I got a call that they had no record of the items and there was nothing they could do but throw their hands up. Moving is a huge headache no matter how you shake it. Rather than alleviating that headache, Clutter was a big part of the problem. I would not recommend them to anyone I like. I don't even know if I'd recommend them to someone I don't like. I have may more choice words about this company but I'm afraid I need to go buy a new vacuum.

So I start working with a moving company, and check back to confirm the warehouse address. Now clutter says "we no longer allow warehouse pickups, we must find another location to deliver your items". Now this is extremely suspicious, why would they go to the cost and effort to load 10x15" worth of items, about 2 tons, into a truck, just to unload it again? Allowing movers to show up at their location would save them money? Causes suspicion that they have lost or destroyed my items and are just stringing me along. So I offered to have my mover meet them at a nearby Walmart parking lot, and they counter by offering to meet at a park. My mover says that no mover will do this, so why would they pick such a location. Now, they have just gone radio silent to the email thread we had established. And they never answer the phone.

After all the barriers that they have thrown up, and the amount of nightmare reviews I now read, I am doubting that they even have my items or intend to return them at all. If you hate nightmares, avoid this company. Or any company that even looks like them since they have bought up Callbox, Makespace, and perhaps others I am unaware of. It is really sad because the convenience of having an integrated mover & storage facility is a great idea. But no matter how great your idea is, you have to have some honor and treat customers well.

Putting aside the new $15 per item charge ($20 if you want the items brought inside), Clutter is refusing to abide by this policy, telling me that my "first pickup" was the day Clutter bought MakeSpace, not the day I rented the storage unit. When I tried to respond to emails from customer service that say "feel free to respond to this email with questions," I get a message saying that that email address "is not being monitored." When I spoke to a customer service rep, she told me to pay the bill and file a claim. I asked for a supervisor and was told that was not possible -- that I'd have to send another message through the website. In other words, a big run-around. I would advise consumers to avoid Clutter, as their rates have skyrocketed, they behave unethically, and it is not possible to speak with anyone with the authority to address issues in a professional manner.

Although this was annoying, storing my items has not been nearly as bad as retrieving them. Clutter offers no appointments in the Boston area for a full month, even though they advertise that you can "[h]ave your items delivered to your home at your convenience." When you try to call they just refer you to the website and you sometimes have to wait two days for them to call you back. If you miss the call, you have to start over because the number they give you just goes to voice mail or tells you to use the website. My wife and I found ourselves essentially homeless, having to either get a hotel or stay with friends while we waited for Clutter to return our property. Understand that Clutter does not allow you to collect your items with your own delivery team or by yourself.

Only after I raised a formal complaint with Clutter's Trust & Safety team did I get a substantive response. It took them nearly two weeks to respond and when they did they offered to reduce the delivery charge by a little less than half (they waived the appointment charge but not the labor charge). While I appreciated the gesture, it was too little too late. Thanks to Clutter's appalling service I spent a week barely sleeping on an air mattress and nearly got divorced. Do yourself a favor and avoid Clutter at all costs.

Now they are charging you for final delivery. And if you are outside of their delivery area, you have to pay a third party vendor to pick up your things and deliver them to you but also you have to pay clutter if they have to deliver to that vendor. Let's not even get into how many up-charges to remove your items, the space use calculations and their lack of flexibility. On top of that if you have them ship you items, expect things to be damaged/missing. Accountability, oh there will be none. They can do this all as stated in their contract.

Some of the highlights:

- I needed to schedule an appointment over a month in advance to get my items out, plus they were going to charge for that month (nowhere in emails/FAQs do they discuss the extra wait considerations).

- The storage facilities themselves are pretty bad, mattresses are not covered/kept upright and bending (photo below).

Horrible experience, damaged my old apartment during the move-out and my new apartment during the move-in with scratched on the floor, walls and debris everywhere. I wish I read a review like this before spending almost $4000 in moving, packing, and storage fees (FOR ONLY ONE MONTH). This ridiculous amount doesn't even cover all the money I lost from them destroying half of my furniture. Please avoid them like the plague - if you think you're saving money, you will absolutely end up paying at least double the amount in "hidden fees". I have moved a dozen of times before, and even from coast to coast, and have never had a horrible experience like this one. If you care about your money, your belongings, your sanity and mental health do not use this horrible company.

Here is where Clutter falls short. While the kitchen was packed beautifully and took a rather long amount of time - the rest of the packing items seemed to have missed the mark. We had several painting and canvas items bent, small plastic drawers broken, and even a monitor (that they packed) completely smashed and no longer working. When submitting a claim - we learned that even though that they packed the item, it was not covered. In no time during the packing was this made known that the packing plan was NOT covered. So, for example, if they packed your $5,000 TV and broke it - tough luck! Not a good look Clutter.

All in all - it took 9 or so hours for the move (this included an hour of travel) where they did not unpack anything (this was not included) but did put together any furniture they disassembled. I tipped the team well and they went off. It wasn't until the day after unpacking the many boxes and bubble wrap that we found the damage to our items. Let me be clear that the team worked incredibly hard to move us. They, all in all, did fantastic, they just were not as careful as they should be. The problem here lies with the communication and customer service. Their basic plan covers "$1 per pound" which is apparently $18 for a $500 monitor that I now have to replace. I recommend getting the insurance policy even if they do everything for you because somehow, they don't cover their own work.

I reached out before my bill was due and received to response from the chat agent after asking if we were still connected. Due to her not responding I was forced to pay for September storage in its ENTIRETY even though my items will not be in their facilities the full month. Despite this being the fault of the agent, the price to pay was quite literally COMPLETELY on me. Also, the appointment date I originally NEEDED is no longer available! I have to wait 7 days later! On top of that proration isn't guaranteed. If you want to save yourself the headache, please go with another storage company. I am absolutely DISGUSTED with their level of customer service.

Fast forward- our stuff is somewhere in the world at a Clutter storage facility. I finally got an address of the facility, and the Google search says it is an Amazon warehouse. The address is: 800 Arlington Blvd, Ste B Swedesboro NJ 08085. Why would Clutter be storing our belongings in an Amazon facility, or are your belongings ever there? I want visual proof, not the online portal where I can see the photos of the items, that they are in a safe Clutter owned facility. We're out of the service area. Service area? I am sure this was in the fine print, but NEVER was this explained to us when deciding on Clutter. Now, we have to have Clutter move our stuff to another mover, pay hourly fees, and then have that mover move our stuff to us ($6,000+). To make matters worse, reputable movers want an inventory list and to SPEAK with someone at Clutter to coordinate. Good luck! Not happening.

I have three unanswered voicemails. One call from them, where an inventory list and follow up email was promised (never happened). Clutter will say that they gave us some money off on the 2nd appointment in April. True. But the second appointment should have been fully compensated (it was no fault of my own that they couldn't move in one day and sent too few people and have a terrible system of packing). I continue to dispute, that they should have fully compensated the 2nd appointment. How Clutter has a BBB rating of A+ baffles me. One moving company I contacted to be the ones Clutter delivers to said, "We will never work with them, they are a scam."

1. (NOT-SO-)SMART STORAGE. If, like me, you have used Manhattan Mini Storage before where you must rent a physical storage locker with fixed dimensions, there is an allure to this optimized warehouse storage system. That way you can pay for exactly the space you use, right? No. They arbitrarily set “storage sizes” rather than allowing you to pay for what you need. Using their online storage estimators I was declared eligible for a basic plan. About 2/3 of the way through packing up my belongings, the movers told I was being added to a more expensive monthly plan for double the space.

Here’s the kicker: when I was suggested the smaller plan online, I had actually OVERestimated the number of boxes I would be bringing, which leads me to think their software estimations are deliberately deceptive. As a further note, the movers worked very slowly; you are paying by the hour for them to take photographs of all your items and upload their dimensions into an online inventory system.

2. ACCESS/DELIVERY. Clutter insists you hire them to move your belongings in and out of their warehouse. They do not tell you where this warehouse is. This means you are entirely beholden to their limited calendar of available delivery times. You cannot access your own possessions when you want to. And they deliver to a limited range of zip codes that is only visible online as a long paragraph of digits —not a helpful map. Trying to schedule my delivery, I found out my new apartment, which is easily accessible on the MTA Metro-North, was not “in their service range.” I had to pay for them to deliver to a third-party moving company, who I then had to pay for a full regular move. This was another massive unplanned expense on top of the additional storage fees from their first quote to me. I should also note they missed their 3-hour delivery window, which was first thing in the morning so I had planned my whole day prior around it.

3. CUSTOMER SERVICE. As you can imagine, I was in a terrible bind trying to figure out how logistically manage this move without spending a fortune. They do not have anyone you can call. Their only phone number leads to a voicemail box. They prefer you ask questions through a text chat on their site where you receive generic form replies punctuated by the occasional “yes,” “no,” or “let me see”. Never before have I seen a company try so hard to avoid speaking with its customers, which felt unbelievably disrespectful given the position their misleading information had put me in.

I am giving them two stars rather than one because, despite the tremendous expense and inconvenience, they did manage to keep my belongings in good condition, and I don’t want to sound unfair or prejudicial in my assessment of this service. Still, I would strongly encourage anyone to use other services, especially if there is any possibility you will need a delivery out of the city. I have had much better experiences with Dorm2Dorm as a student and then Manhattan Mini Storage.

Customer Service - firstly, to speak to someone at Clutter via phone, you have to wait 4 business days. Yes, 4 business days! Even if you have a time sensitive issue, doesn’t matter! And sometimes even after 4 days, they simply won’t call you. Clutter insists that you can speak to a representative via their “chat” feature online. But it is a glorified chat bot. No actual help. I don’t know how they can treat customers this way.

Getting Items into Storage - They use a special “technology” to estimate how much space you need, but it is really a money grab. For example, they calculated the size of my couch and insisted that the size of the couch cushions (which ordinarily lay inside the couch) would need to be calculated separately. Meaning, according to Clutter, my 72 inch couch miraculously requires a 144 inches to be stored. This is just an example. Clutter used this method with every item I put in storage. So, regardless of how much stuff you have, Clutter will do anything to “upgrade you” to a larger storage room. Which is an astronomical cost. Additionally, the movers are paid by the hour and took nearly 5 hours to move a studio apartment. Several times, I found the movers watching TikTok on their phones, instead of moving my furniture.

Getting items out of storage - I arranged a 3rd party moving company to get my items out of storage. I was moving across the country. I set up an appointment with Clutter weeks in advance. The night before my appointment, Clutter informs me that they lost several items and that my movers could only pick up some of my storage. The lost items should be “picked up at another time.” No additional information on this. Can’t reach anyone at Clutter to ask how I can retrieve my belongings. Can’t ask who is paying for the second moving van since I’m moving across the country. Oh and this doesn’t mention how Clutter broke my belongings in storage. Truly, they are a nightmare. Avoid at all costs.

Original Review: Aug. 23, 2022

We used Clutter to store my son's dorm essentials over the summer. He accidently slept through his alarm and missed the delivery truck. He had just traveled on the red eye from the west coast to the east coast so it was a understandable accident. Clutter has a fee for the missed appointment which we are happy to pay. The problem is now they will not let us pick up his items. He has to wait 3 weeks for the next available online appointment. I have had to purchase all new bedding and essentials as he cannot wait for 3 weeks. I understand if they cannot deliver it, but I do not understand why he cannot go pick it up. It is only a few bins of items. It would be very simple for them to leave it in an office, away from their general warehouse. Do NOT use this service for items you need access to.

BEWARE, they have the right to change any promotion they are giving you during sign-up!!!!!! I am now stuck with them because I am in a different state and cannot move my stuff before they change their policy, because they only gave 1 month notice. I have to pay at least $600 to move my stuff out. This is not fair way to do business, I really wish I just rented a regular storage back then. Stay away!

1. First of all I had a hard time finding my account and items as they didn't provide an easy way to make this process from Make Space to Clutter. 2. Then I receive a change of policy on their charges which increase my monthly to 280ish. 3. I called in May to try to retrieve my items and SURPRISE! I am not able to do so myself nor they allow to get a UHAUL or so close to their site - they ask for a "meeting point" to deliver my things that way they can charge you at least $79 for truck service and between $20-25 per item delivered. 4. Finally after circling around a way for them to try to charge me their delivering fees, they mentioned I could hire a professional moving company to retrieve the items from their warehouse.

All above was back in May 2022, finally TODAY I was finally able to get to the point of hiring a moving company to pick up my things - I try contacting them to schedule the appointment (which also their phone is no longer working so only fast communication is by chat, email or phone which can take up to 48 hrs to get a call from them - I used Chat) and this is what happens: 1. According to Lizzel, since July 28th 2022 they changed their policy and now they do not allow professional movers to enter their warehouse and my only option is to get my stuff again delivered to some middle point and get charged around $1k for that.

After reading all reviews now I am even doubting they have my stuff in warehouse so I ask for visual proof and the customer service lady tells me "You have an access to your online portal Cristina" to which I replied that those pictures were from 2020 and I needed current photos of my things in their warehouse and they can only confirm verbally. At this point I am considering just letting my things go but I am worried as I have personal paperwork and information that might get into the wrong hands. All of this CLUTTER does not care!!!

This is a fraudulent company, which uses your personal belongings to gut out of you anything they can. DO NOT TRUST, they will change their policy as they seem convenient. Has anyone considered filing a lawsuit? It seems they are just taking advantage of working professionals that needed temporary storage and definitely took advantage of Covid situation. I am so frustrated now for their lack of tact and just destroyed to think I will loose my memories from my 7 years living in New York.

The cost to replace the antique mirror (one of a kind), fix the legs snapped legs on a wood credenza (they don't even have the broken legs so I can attempt to have them fixed), fix the bent leg and shelf on a stainless steel credenza, and all the legs on a teak side table is about $9000. I filled out all the claims on these items only to have a nice customer service rep tell me the MAXIMUM COVERAGE IS $2500. Then they rejected the biggest repair because they felt the item as already damaged even though the before pictures show it standing in the original condition. Full transparency someone put contact cement on one of the legs when it was at my ex's place, not sure why.

Then along comes Grace, the supervisor but only after I called and texted the company's CEO. Grace explained that it's not their policy to compensate for any damage to items they deem to have existing damage. She offered me an additional $1100 dollars (a total of $2500) to remedy all the damage. Grace won't have a real conversation with you, she is trained to recite the company's policies regardless of what is in front of her eyes. Nice one Grace.

Imagine you take your car to the carwash, they do a circle check, note a scratch on the bumper and wash the car. Then the guy bringing it around loses control and smashes into a wall. He props himself up then says, "Sorry but we can't pay for the damage because there was a scratch on your bumper before." The insurance coverage seems reasonable enough when you get it for an additional $25 per month - What reputable company would break or lose more than that? We've all put things in storage before, when was the last time you had this much damage to anything?

On the day of the return two young guys showed up, they were lost, THEY COULD BARELY LIFT MY COUCH, which arrived with a broken leg (and not included above because I had my handy man fix it. Their demeanor was "oh yeah, this is really poorly packed no wonder it was broken, we'd get fired for packing like this. Oh sorry yeah that was broken, not sure what happened." (Clutter does all the packing for those of you that don't know). For a nice cherry on top, my WOOD FLOORS WERE NOTICEABLY SCRATCHED in 3 different places. And the Claims department has rejected 2 of 3 claims, citing that it should all be covered by the first approved claim ($100). The whole service is picking up your stuff, storing your stuff and returning your stuff the same why they got it. It's not difficult, but apparently it is. THEY HAD NO IDEA WHERE ANY OF THE HARDWARE was for any of the items that they took apart.

At the same time Clutter showed up, I had another moving company deliver some other items from my previous home. They were pro, they had tools, and didn't leave a single scratch on anything. They were so pro. STAY AWAY FROM CLUTTER, the THE ONLY THING THIS DISRUPTOR IS DISRUPTING IS YOUR PROPERTY AND YOUR WALLET - there isn't a single pro in this business, it's nearly impossible to get anyone from Claims on the phone. (You have to call Ari the CEO) I have numerous emails about the same thing only to get a boiler plate emails telling me there are no guarantees that anything will be made right. There are three important lessons learned from this experience, one - do your homework, read the reviews. Two - read the fine print on the contract there's always fine print. And three PICK ANY COMPANY BUT THIS ONE for moving and storage.

Instead of $375 original quote, the company charged my credit card $712 for additional hours. My son called and emailed over and over again and finally the company agreed to refund $80 which I have not even seen! This company misrepresents the charges to get the customer and then cheats them. I will not only dispute the charges with my credit card company but I am thinking of suing them and get punitive damages for fraud.

Fast forward to 2 months later and I want some things out and to put different stuff in since I’m locked into a 8 month commitment. They tell me it’s a charge per item to return back to me and charge per item to put into storage. LOL. What a joke. So I empty my storage to get everything returned back and I schedule an appointment for Saturday. Mind you this costs upwards of $300 JUST TO GET MY STUFF OUT OF STORAGE. So I suddenly need to change the appointment from Saturday to Friday, and the reschedule button won’t let me complete the change. So I try to chat with customer service, I end up getting kicked out of the chat over and over.

I email them and get an email back saying I need to log in to my account and reschedule the appointment that way. When I sent screenshots of the reschedule button not working. Hello? Are you dumb?? I literally just said and screenshot and emailed about that being EXACTLY MY PROBLEM. So now I’m stuck with this Saturday appointment because the Friday one is no longer available and IF I were to cancel it today, I’ll get charged another $100 for canceling. Terrible business. Don’t use them, they’ll scam you out of more and more money just because they can. It’s like they hold your stuff hostage unless you pay whatever fees they make up to “keep up with the changing market” such a terrible business. Especially since people like me who obviously don’t have space and need storage are most likely not in the best financial position. I have two kids and take care of them alone and I’ve paid over $700 in the last two months for a stupid storage. Smh.

Here is my advice: Clutter is essentially in the real estate business; think of them as slumlords, the worst of the worst. They will hold your possessions ransom while they pile on charges and weasel every penny they can, referring to cryptic policies and basic shenanigans. In addition, a weaselly company like that you should assume has no regard for your possessions. If you end up getting your stuff back damaged or infested with black mold, etc., they will find a way to charge you extra.

When the Clutter team arrived (the guys were really great) and got about halfway through the move I received a text saying I was already at 90% capacity and needed to pay an additional $600 for the team to continue. They literally asked me if I wanted the movers to stop in the middle of my move to avoid the additional charges. THEN I was also informed that I had to pay $49/hr for LABOR - not just PACKING. I WOULD HAVE TO PAY AN ADDITIONAL $49/HR FOR EVERY MINUTE THE MOVERS WERE AT MY HOUSE - it took them 6 hours, UNBELIEVABLE! Once the move was complete my affordable $1,000 quote ended up costing me over $1,600!!!

This was NOT in my budget to pay over $1,600. If I had received a real estimate I would NOT have booked with Clutter. Further, when I called customer service the representative I spoke with was condescending, asking me if, "I wanted free storage or something"? I don't want anything free, I just want to pay what I was quoted or at least close to it. This is a 40% increase and unacceptable. Further, I noticed in the pictures that my items are not in a storage unit. They are in an open warehouse, marked off by tape. This is why the storage adds up fast, they cannot store upward, like packing boxes on top of each other because there are no walls. STAY AWAY! GO WITH A TRADITIONAL MOVING AND STORAGE, at least the pricing will be upfront.

Marble top dining room table left my previous home covered in cardboard and protective wrapping (see picture) to ensure protection, they were also wrapped in personal moving blankets in addition, only to be returned with cardboard/protective covering removed, clutter had one of their moving blankets covering the underside wooden part of table, but the marble top of table was completely exposed with deep gouges and large chips on top and all around edges. In addition, my mattress has not been returned and I'm waiting to find out if it’s been found in the warehouse, or lost for good. Only good part is the actual delivery guys were careful with moving items in/out of home to prevent damage to furniture or house, as well as sympathetic & helpful. Apparently Clutter doesn't supervise the items once it gets to their warehouse to prevent damage unloading/reloading trucks and moving with facility.

I’m extremely frustrated and unhappy with the damage and cannot use the dining room table, which will need to be replaced as damage is significant and cannot be repaired. Bedroom furniture also in disrepair and cannot get replacement parts. They will only reimburse $1:00 per pound of furniture, which won’t replace the broken pieces. I will never use, or recommend this company going forward! If you choose to use them, purchase the expensive extra insurance on your items, as the likelihood of damage is a guarantee!

The next day, after the rest of my items arrived and with no further information from the moving staff or the corporate staff on my mattress, I continued calling, emailing, and trying the online form until I finally found out that my mattress and topper had been mysteriously lost at an unknown time. I was told that I should hold my shipment as they were locating the items, and I could submit a claim for compensation if they were not found. I was also assured that the claims department would get in contact with me within 3-5 business days.

It has now been well over a week since I submitted my claim, and I have yet to receive any communication from the claims department. I have called to follow up several times, all to no avail. Most recently, I was told by the general call center that the claims department was "offering" $107 for my $2500 mattress and topper (despite the fact that I provided links to the items and their cost, which I was told would result in per-value compensation) and that they were no longer trying to find my lost belongings. I have been holding the rest of my shipment up for over 2 weeks, and have only just found out they were not actually trying to locate the mattress after all. All of this is costing time, money and of course unnecessary stress.

The claims department has yet to communicate with me directly via phone or email at all. I have not been officially "offered" anything; moreover, $107 does nothing to help me replace a $2500 mattress/topper combination that was specifically for back pain, neither does $107 correspond to the weight of the lost items (which is related to the insurance policy the company provides). Additionally, the company is not able to verify when my mattress and topper were lost, so I don't know that they ever even made it to the warehouse in the first place; meanwhile I've been paying to "store" those items for nine months and haven't been offered any compensation for that either.

I wish I didn't have to be writing this review. I wish I didn't have to be dealing with this problem, especially amidst the baseline stress that comes with moving. But the reason for doing this isn't because there was a problem with the storage provided by MakeSpace/Clutter; it's because of the complete lack of service and the inability of anyone so far to take responsibility for the problem. I hope someone will see this and I can finally get the full compensation I deserve and need to afford a new suitable mattress.

Original Review: We have been storing hundreds of dollars worth of household furniture and effects with Makespace for years. Since the Clutter acquisition, we have not been able to reach Makespace by email or phone. Emails are not answered. Calls go immediately to hold and we have waited up to 30 minutes with no luck. Have our items been stolen? Sold? Lost? We have no idea, and Makespace won't talk to us. If this sounds like the customer experience you're looking for, by all means use Makespace or Clutter. Otherwise, run do not walk away.

Original Review: June 7, 2022

Arrived before appointment time. Took 7 hours to move my studio apartment. Broke my computer monitor, my record player stand, and a giant sheet of glass in the lobby. Refused to compensate me for it in total costing me hundreds of dollars. Were not able to get my couch up the stairs even though another moving company was able to. Sent the same mover that broke the sheet of glass when taking things out of storage to add insult to injury.

They rather screw every customer over, to never ever come back to them, and lose them...and their friends and their friends, than admit and correct their wrong doing. If you ask who you talking too, they will tell you wrong names. We talked to 5 people, because they keep throwing us out of the line, and we were told 3 names of people we spoke to did not exist. Be prepared to be hours on the phone. They also charge you a surprise, outrageous service fee of almost $800. The people who came by to pack, were slow, forgot to take photos and charged for the time they made mistakes too. Then you also have to pay a other ransom fee, to get your stuff back out, in the end of the scammed in 8 month contract, again a $ 500 fee. They call it also service fee, makes no sense at all, since they have no service, just screw poor families and student over. They of course want all money at once.

We do not have that, or we would not have tried to use their storage. We could pack all in a car and drive home for 3 month. So be prepared for a first payment of way over $1000 for the smallest amount of stuff to store. Oh but there is even more fees and more fees. If you want your items, wrongful holded by them now 8 month, earlier as the 8 month back, more fees and you have to pay the 8 month storage and the almost $ 500 fee. It is a scam. They know student only have a few items to store over the summer, because campus housing closes. The guy named Oliver, who told us he help us, even admitted to us, that they know students only need storage for 2 or 3 month. But did he help or correct the contract. NO he did not.

So now they trick you and change your plan to 8 month, to suck the living life out of poor honest good people or they keep your stuff. Every normal company would help their customers to make it right, but this is not a good company. They do not care a bit about their customers. All they ever say or write are lies, no help from them at all. Just money greedy bad company, who I can see to be soon out of business for screwing over all their long year and new customers. Please do not book them and warn everyone. Spread around at all colleges, YELP, over all social media pages. Google what other people write about them. It is a nightmare we are still in, we did not book an 8 month plan, nor do we have that kind of money. We cried and had/have breakdowns, all because this company littley "rapes" you over. I honestly do not know how they sleep at night. It is awful when someone is out to hurt your child.

Since they do not want to help us, or make their fault right, I will even see now, if the news maybe can report about what happened to us, so maybe then they will fix it and, also so that other people do not get into the sleepless nightmares, we are going right now through. It used to be a nice company, but now they are scammers. Read the reviews about them. So sad, we just wanted them to fix it, we do not have almost $ 2000 scam money, for a contract we did not book, do not need and for sure can not pay. All we wanted is our yearly contract, to pay monthly to store some items.

Six weeks before we needed our stuff back, I went to make an appointment — the only day they had available for full service delivery was two days after our move (again, six weeks out). They didn’t have pick up available at all for the month. So, I chose the closest date available (consequently, 6 days after my monthly billing cycle) assuming they would pro-rate the month. What I didn’t know is MakeSpace/Clutter will only pro-rate if you were within 5 days. They don’t care that more than a month out they themselves couldn’t provide the service so you could get it within that window.

They also changed their pricing for Full Service Delivery and it’s a scam. They email you with new “Clutter” pricing saying 1) your overall storage cost will go up because of our merge (it did), and 2) that there is new pricing for delivery making it cheaper, only to tell me that that pricing isn’t available in my market. Then, when I booked my delivery, I was told one price and upon delivery charged $200 more. I’ve spent hours on the phone with customer service and it’s horrific. It will take you a week of daily calls and e-mails just to reach a supervisor who puts you on hold for 45 minutes and ultimately won’t do anything. He just reads a script saying “absolutely (name)”, promises to get back to you and you never hear from him again.

So, I paid $487 for storage in June despite only using it for 6 days (really 5 days plus the 8 hours until my 8am delivery) and overpaid by $200 for my delivery, and they won’t remove the charge. All to say… do not use this company. It’s not worth it. All the marketing and branding in the world won’t make this a good experience. Hire a few guys and go to your local storage facility, you’ll thank yourself a year later.

On February 18th Makespace announced they were purchased by Clutter, and on February 25th Clutter sent a cryptic email stating that "some rates would be lower some would be higher", with no further details directly in the email about the specific rate change I would receive. In March I received an emailed invoice from Clutter for $19.60. Great, my rate had decreased! In April I received no emailed invoice from Clutter. Then in May I received an emailed invoice for $107.79. That's right, a 540% increase in price. It turned out I had been charged $107.79 in April too, but they had failed to email me an invoice.

I emailed Clutter who told me to file a claim. The claims team responded by saying "Per our records, you received an email regarding this adjustment in late February titled: 'MakeSpace is changing your pricing.' This email also detailed how the smallest plan size would now be the 5x5, as opposed to your previous plan. As such, we cannot offer a refund for the two months of storage with Clutter." There was zero humanity in the process. No consideration given for my 7 years of history with Makespace. Or for the fact that the 540% price increase might have come as a shock. Instead just the cold, hard logic that an obscure notification email was enough to make it my responsibility to pay their inflated prices.

To add to the insult I was then charged $170 to have my 3 plastic boxes returned to me. So all in all, I am almost $400 out of pocket to have 3 small plastic bins stored and returned for 2 months with Clutter. If this is how they treat loyal customers from their acquisitions, then I dread to think what they would do if I were to store valuable possessions with them.

I was specifically willing to spend more when I signed up because I expected additional care when moving and storing my belongings. The only things that weren't damaged had been packed by myself. Why did I bother storing my stuff 18 months, only to have to toss much of it out and start fresh? I paid for a service that was supposed to save me money, and it ended up costing me thousands and thousands in unnecessary storage and moving fees for items that got thrown out and replaced.

Original Review: May 23, 2022

They started off amazing and then turned into a nightmare. I would recommend giving your money to a company that operates more honorably towards its customers. According to my original contract, the price for the final returns of my items was 0.00. A no charge final returns of my items. This is one of the main reasons I went with Clutter - one of the best perks. But now, they are charging about $250 for the return, plus 78/hour per/mover for the move (there will be at least two movers). So at minimum, I will have to pay $562 dollars to receive my items back.

I have no other option other than to lose my items in storage... So I'm actively FORCED into paying this in order to get my items back. I am shocked by how much they changed their prices and agreement. They lost my trust completely, not to mention they have put me in a very upsetting financial situation. This wasn't a slight change, this was an ASTRONOMICAL change. Clutter has put me in a corner, pinned me against the wall, so-to-speak, and now I have no way out other than to lose all my items or to comply to their exploitation. Please for the sake of ethics and morality, use a different storage company.

They will bring everything back DAMAGED!!! Every single piece of furniture was damaged!!! I think they put everything together in one big room with other people's stuff and keep moving/tossing your stuff around as they bring new items to the storage. Otherwise how would you explain that all my furniture, TV, art pieces came back damaged or completely broken??!!. They will charge your credit card more than you agreed on for moving back your stuff!!!

I don't really give bad reviews to anyone and I always gratefully pay for a good service, but this company I have to warn you about!!! You will end up paying for the stuff you will trash afterwards because everything will come back damaged!!! THEY HAVE ONE JOB TO DO - move and store your stuff safely - and we pay for that, but THEY DON'T DO THEIR JOB!!! So it was a waste of money for storage for all those months (12 months) I paid, damaged furniture, now I have to pay others to trash the damaged furniture they brought back and have to buy new everything. I feel really angry and I hope this dishonest business will close soon! And I know it will if they don't start making it right for their customers! You can fool once, but in a long run you will always lose.

Original Review: My sister passed away, while still in mourning I had to quickly empty out her apartment. I’m paying $367 a month, next thing I know $450. To retrieve items will be almost $300 and $78 per mover per hour.

To make matters worse, Clutter messaged me at 8 pm in the evening prior to the scheduled second delivery to cancel (this was less than 24 hours notice) and offered no further explanation. Given that I had a potential buyer lined up for the furniture to be included within that delivery, this ended up causing a significant financial loss. Instead of making things right, Clutter then charged me a monthly fee of $547.64 for storage for the following month - a fee that was significantly higher than my standard monthly fee after they had already delivered half the stuff and the additional month was as a result of their fault not mine! This firm uses predatory pricing, and deceptive techniques as part of their business practices which is a clear violation of consumer rights and I intend to take legal action. I HIGHLY recommend you steer as far away from this company as you can.

1. I still think it as not fair though legally company could do this. I think a good approach is to fix return conditions at the beginning and to not change them for existing customers who already stores the items. Or at least to not change them too much (as free and $700). But company offered some compensation and it's good that they care at least.

2. This was fully fixed after claiming broken furniture. I got all necessary compensation. $10 for a broken children table was returned even without photo (I gave it away already). It's a good point.

3. Actually I don't care about assembling. Anyway $160/hour is too much for it as I said. Not a big deal for me.

Original Review: May 11, 2022

I have a few complaints about this company:

3. Movers didn't assemble furniture, although they did it when packing our stuff. But it may be even good point with their high price ($160 per hour + $300 base payment, and usual movers' price is about $120 and less).

So, keep in mind that conditions may be very good at the beginning, but change to very pricy at the end.

After selling me in on free final delivery (which is also what my initial agreement, as well as the Clutter portal indicates), they are now holding my storage hostage and requiring nearly $500 + labor to retrieve my items. An increase of 68,596% (totalling near $800). Total bait and trap tactics that's more out of the playbook of Uber charging surge prices during natural disasters.

Despite being a company that was founded resulting from the challenge of storage companies consistently raising rates, they've raised my storage prices 3x in 2.5 years. What was once brilliant customer service and would respond immediately has now seriously downgraded in quality to outsourcing to the Philippines, not returning emails or calls in timely manner citing "high ticket volume". And this is before I've even gotten any of my items back, which crossing fingers, because recent reviews (and friends' reports) are full of reports of lost, damaged or moldy items.

The Clutter CEO talks about "radical transparency", "company culture" and "customer service" which seems to be lip service, as that does not extend to consumer protection any more. Perhaps it once did, but between mergers and everything else, NO MORE. Do yourself a favor. Stick to Public Storage. Clutter might seem easier and more tech-enabled convenient, but these startups behave with zero ethics, consumer protections or advocacy and have no proven track record of quality over time. These startups aren't profitable and beholden to the investment bankers and venture capitalists to get their money back. And YOU will definitely pay for it down the line.

Original Review: May 5, 2022

I had left Seattle for another state in early 2020 and stored my entire apartment with a company called MakeSpace. Pickup of my stuff was simple and everything went smoothly. Costs per month were low until 2022 when Clutter merged with MakeSpace. First the cost of storage increased nearly 60% on the same amount of space. Then when I decided I was paying too much and had my items delivered the real problems began. My solid wood bedframe leg was broken in half upon receipt of my items. My mattress looked like it had been sitting in a machine shop. One mattress cover was torn and they added a second cover, but dirt and grime already covered the mattress. There was black soot on almost all of my items and every large item had significant scuffs and scratches. They forgot a single item in the delivery and only notified me the day of delivery at which point I had to make a second appointment and pay even more money to get my last item back.

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.

Original Review: April 28, 2022

Beware: Clutter has really been a nightmare to work within many aspects. They mistreat your stuff, they might lose your items, and payment for lost or damaged items is a bad joke! I closed my account and they wanted to hit me with upwards of $400 to deliver my belongings and close out my account. After Complaining They settled for their old policies which reduced the price.

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!

Original Review: March 12, 2022

We were promised 10x10 storage and the mover measured our items and told us it will fit in 10x10. We had to take out some of items and get a second storage. Then we noticed they charged us for 10x15. They said it didn't fit in 10x10 so they upgrade it to 10x15 and charged us more. There is no way you can see the storage place. They don't let you go there. We ended up paying for 2 places one is half empty. It is very hard to contact the manager and customer service asks us to write a claim and the reply is the same. Not happy at all with their service.

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).

Original Review: Nov. 16, 2021

They lost several thousands of dollars worth of items, and when I attempted to file a claim, they didn't give me fair value for the items. Instead, they said that I'd get "$1/lb" which is just absolutely absurd, and infuriating. Over the two years that I had things stored with them, they lost a total of 10+ items, which is just absolutely unacceptable. When I was trying to close my account and I asked them to donate the items that I no longer wanted, they make you arrange the details, rather than simply doing it on your behalf. Clearly, their legal team have taken over the company, at the expense of customer service. Don't store anything with this company if you care about ever getting it back.

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.

We did a video walk-through with the Clutter team a few days before the move to show them the furniture and items that needed to be packed. They quoted us 4 hours of work with 2 movers for our 1-bedroom and 1-office apartment. It ended up taking over 8 hours with 4 movers. Like with many other reviewers, the original estimate was way off.

BROKEN ITEMS

Towards the end of the move, we could hear our items being dropped and smashed in the stairwell as they made their way up the flight of stairs to our new apartment. I watched them pull the truck forward on the street while items like a tall glass mirror were still leaning against the back. These crashed to the street. The movers didn’t inform us of any of this. I witnessed it from my window and found broken pieces of my things in the apartment hallway after they left.

We asked the movers specifically to be extra careful with our 65” TV and it was poorly wrapped and handled. One bottom corner of the screen was completely bent and cracked beyond repair. The TV no longer turns on. Many ceramic and glass pieces were placed loose into boxes, with little to no protection. We asked them to wrap vanity drawers in blankets and move them as-is. Instead, they emptied the drawers into trash bags. Precious items such as earrings, bracelets, and ceramic jewelry boxes were breaking through the plastic bags.

UNSATISFACTORY RESOLUTION

After the long day of moving they didn’t even finish the job! We had to go back to our old apartment late at night to continue packing forgotten cupboards and things that were inexplicably left behind like alarm clocks, lamps, etc. and pay for our own transport to the new place. In addition to all that, we tipped all our movers in cash because we learned that Clutter takes a cut of the tips given through their site.

The movers didn’t label ANY boxes. We were stuck in our first night in our new home with zero idea what was anywhere. Weeks later, hardware for re-assembling some of our furniture pieces and the cords and cables for important tech are still missing. And to top it all off, our super at the old apartment texted us to let us know that the movers broke the glass front door of the building clean off the hinges. When we asked them about it they said they knew nothing about this. Like others, we filed claims for what we could and were offered their base insurance of $1/pound. $75 for a broken 75-pound, $2500 TV. Please for the love of God do not move with Clutter. I will tell anyone who will listen to AVOID at all costs.

Horrible company, my balance should have been adjusted to reflect given that I've paid over $150 in late fees plus 3 lien fees. A $1 promo was never applied to my account as the promo that I was offered when I signed up. DO NOT use this storage. I've used Public Storage and they never gave me any trouble, even when my CC didn't go thru.

For anyone who's thinking about using Clutter for moving and/or storage, their prices are lower than professional moving services because they don't use professionals. Unless you're moving/storing strictly paper towels, I recommend getting rid of everything you own and starting fresh rather than going through the hassle I've been through. Or - and better - find a decent moving/storage company.

1/ Clutter’s warehouse policy of only providing a one-day window between certain hours has made it impossible to book a shipper from the Bay Area to New England. I had booked a mover, and the warehouse canceled them. Twice.

2/ Due to COVID deaths in my family I am NOT ABLE to come to California to pick up my things.

3/ I ACCEPTED their previous offer of 675- and was attempting to arrange to: a.pay a disposal fee for the furniture. And b. Deliver the boxes to Postal Annex near Tracey, Ca for shipping.

4/ I called the day of expiration to pay and the Clutter representative said I had 24 hours to arrange this—and then the agreement voided at midnight.

I would NEVER do business with this company if you do not live within their area. They make it impossible to get your things back and DO NOT tell you on the website. They are liars, crooks, and con-artists.

The most glaring example of this is the way the team packed my 55" TV. While they took extreme care in wrapping my skateboards in a packing blanket, my TV (a traditionally more fragile item) was wrapped in a couple of layers of bubble wrap and cramped inside of a box with my computer monitor and all of their accompanying accessories. Unsurprisingly, this put a lot of pressure on the screen of the TV, and when it was returned to me the screen had been shattered with large dents and cracks in multiple places.

And don't expect to be reimbursed fairly for their failings if you don't shell out for their monthly insurance package. They only offer $1 per pound of the item(s) that were destroyed due to their negligence. So, with that in mind and acknowledging their negligence, I was offered a pittance of $30 for Clutter's incompetence in relation to the $500-$600 TV that is now a giant eyesore. If you don't care about your things, Clutter is the moving company for you. **You can find pictures of the carnage here: **

2. Hire a moving company (they don't let you pick up from them directly at all.

Pick-ups are only M-F 8-5 pm and if you hire a moving company the window is even less Monday to Thursday. It's not very customer-friendly to pickup, and it's an incredibly stressful experience. I explained to them that I moved outside the service area and live about an hour away from where they deliver and asked them to shorten the window at least so I am not waiting like from 8am-4pm in a parking lot. They told me that is the only option or I need to hire a 3rd party moving company. So most moving companies will not take such a small job as this for a 4x4 unit, and will probably be greater than the cost of the items to hire a mover.

I am still awaiting a resultion to this problem, but its been about 3 emails back and forth and they won't escalate the matter to another person on the team to see if they can resolve a different way. It's incredibly frustrating, and after recommending them, now I am actually here doing the opposite and warning people that if you move outside their service area this what they propose, and honestly I wish I had never used them in the first place as this was never communicated on the webpage - it says they will work with you, but this is a terrible solution. If you are going to move outside the service area, I would not recommend using Clutter. I honestly dislike companies that don't make exceptions to policies when the results of them have really unreasonable demands on customers. I still don't have my items scheduled for return at this time. This policy:

2. makes it impossible to deal with getting your items.

You can coordinate better windows if you organize the times, and not make unreasonable demands on customers. I'm very disappointed after having recommended them prior and would not recommend them again.

With the new building manager being frustrated with me we were allowed to move through another door. Slowly the items started making it to our unit. As they were unwrapped, our glass nightstand was shattered. Only thing that was said was “we are really sorry and please make a claim”. Then our dresser was broken. So now 2500$ in the hole already. Then we found hardware in the nursery, but all the furniture looked assembled. Turns out they assembled everything without using all the necessary parts. I can’t use the baby’s crib anymore because they literally didn’t replace 4 bolts. I have to take it apart and figure out where they came from. On top of that the crib was scratched, paint chipped, wall scrapped, blinds broken.

Now we are 4 hours past the time and they are taking the most time I’ve seen anyone reassemble the bed in the master. 10 hours later they leave. The bed is the same thing as the crib, extra hardware found underneath the bed, they hid. The headboard loose. So after all that money I paid for a “professional company” I sat there took apart the bed by myself and reassembled it. The baby crib is useless and our baby has to sleep in our bed for the time being. So I would say, thank you Clutter for making sure every time I hear this name I will cringe.

Original Review: June 11, 2021

Being a web-based company, the level of customer service provided on the telephone is nice. However, there is no resolution for their higher escalated issues. Now I need a certain window to collect my things before I relocate to another place. That is not an option, neither has Clutter offered any resolution outside of their 3 options and if one of the options is not available, you are just plain out of luck, and clutter won't help. I feel like I am paying all this money every month to a company that has confiscated my things, will not return them to me unless it's under clutter rules and schedule. I have no resolution and no one to resolve my issue. I'm told it's not their problem. My things are being kidnapped and I still have to pay this company every month if I want to ever have a chance of seeing my items again.

After Pickup: Several items went missing. The online photo catalogue is neat, but when you can't see items you know were there it is a problem. Plus the crew left behind several items they forgot to pack so had to come back. They spent weeks trying to find 4 missing items and found 2 of them had been packed in their own boxes without pictures. 2 weeks later they could still not find the other two items. I will have to wait to unpack everything to determine if things are missing. Not a good feeling. Particularly when one of the items the mover specifically asked if I wanted those as he was in the market for the exact same thing and couldn't find them elsewhere. Delivery: Wanted to schedule one box to be returned. They advertise "as low as $9". When I went through the motions to order the return, the price came up as $84/hour with a 1 hour minimum! Buyer beware