Clutter
reviews and complaints

I signed up for a storage moving service unit via Clutter.com. This is the initial offer page:https://www.clutter.com/locations/california/san-diego/storage

This is what I read that satisfied what I needed from the service:

"Now with Clutter, you can ACCESS San Diego storage units across the city, including popular neighborhoods like, Bankers Hill, Camp Pendleton, Del Mar, Escondido, La Mesa, Morena, Old Town, Pacific Beach, Sorrento Valley, Tierrasanta, and more."

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: https://www.ftc.gov/news-events/news/press-releases/2021/10/ftc-ramp-enforcement-against-illegal-dark-patterns-trick-or-trap-consumers-subscriptions

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!

This is by far the worst experience i've ever had with a moving company. I make an appointment from a 9am - 12pm. I get a text at 6:50 informing me that my movers will arrive at 7:20. At 7:30 the tracking on their app stops working and I have no indicator of when the movers will arrive. They show up 8:30.

I am told I have to upgrade my plan to include a $45/hr moving rate as they were expecting a curbside pickup. This was not evident to me from their website but I have no choice to comply, not knowing that it would take them 7 hours to move my studio apartment.

They first tell me that the legs need to be taken off everything. This is not indicated anywhere on the Clutter website. They do not have a tool kit so they go and wait in the truck until one arrives. They then take the legs off everything including my tiny piano bench and nightstand. It has been over an hour and nothing has been moved. They spend the bulk of the time wrapping things and taking photos. They wrap everything in plastic from my trashcan to a medicine ball.

One mover then breaks a giant plate of glass in my lobby and spends the most of the remainder of the move hiding in the truck. He does not help as I spend two hours cleaning up glass and warning people to be careful. Clutter does not fully compensate me for the price of the glass costing $350. I am now basically paying $45/hr for one mover. Clutter support sends they will send a cleaner but never do.

Once I take my things out of storage they send the same mover that broke the glass and cost me $350 to add insult to injury. The movers also break my record player stand and computer monitor. They offer me $25 for my $400 monitor. They are not able to get my couch up the stairs so I have to hire another moving company day-of to do it ($300).

Not including unexpected hourly moving fees, Clutter cost me an additional $1000 in damages and did not take any accountability for their actions. Disgraceful business practices.

Clutter is not dedicated to resolving customer concerns or providing the baseline service which they offer. After shipping items to Clutters warehouse I expected to have them stored for a few months before opening a storage unit near my home. In this time period clutter destroyed or lost nearly everything of value I entrusted the company with. Altogether the damages amounted to more than $25,000. Note that Clutter was previously MakeSpace, another company with the same issues. From my experience MakeSpace had better customer service, but hardly. Multiple large metal items were returned completely smashed and bent, implying that they were dropped from some height. A huge wooden crate was lost altogether. Other items were also lost. Furniture was destroyed. Not one return delivery was ever carried out correctly. The items that were intended to be spread out over two return deliveries but it took several more. They attempted to return the destroyed large metal items even after refunding me and promising to dispose of them. In general, they may try to return items that are notably damaged at first sight, which may waste a lot of your time. The employees who conduct pick-ups/deliveries are generally very nice, friendly and honest people. I was told by two employees that damaged and lost items are a common occurrence. The customer service department is not helpful. I believe the majority of their responses are automated, either than or they barely skim emails before writing back. Calling Clutter has only resulted in me being promised numerous call-backs, not one of which have I ever received. You absolutely can not expect to speak directly with anyone in a managerial position, but will be told only they can help you. Their refund value is about $1 per pound, meaning that a $13,000 dollar piece of furniture may be lost or broken and $50 compensation is all you can expect. Clutter did not offer me refunds and discounts when it seemed obvious, such as on del

My wife and I used Clutter to store a few things for a property that we rent out. We scheduled a pickup for 2 items to be picked up and placed into storage with the instructions around coordinating the move with our current tenants. 4 months later we realized that our bill had almost doubled as we had been automatically moved to a larger unit to accommodate the newly added items.

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 *** 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 totalling 214 cubic ft! Thus since THEY can't find it, they are now refusing to respect the claim.

Summary:
Allowed additional items to be stored without expressed consent or validation.
Automatically up-charged us based on the newly received items that where (again) un-authorized!
Incorrectly recorded the items moved in the manifest.
Denied the lost item claim even while unable to explain the 4 un-described items in the signed manifest.

Lesson:
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 t

If I could give negative stars to this business, I would. I Did post on Yelp 7/31 - I signed up with Clutter 2019 for the value. Everything was free, from pick up items to returning items from storage (just paid monthly storage fee). I was so *** and excited with my choice after some research. After a few months, Clutter got money hungry and greedy. They started charging me for everything. I was already paying the #1. monthly storage fee, then Clutter started charging #2. $45 a truck to bring me the items, also started charging me #3. $9.00 per item requested to be delivered! Remember this was ALL free when I signed up! Apparently they up their rates whenever they want and you can't do anything about it. And they mistreat your items and ruin everything in storage, Oh and I had so many missing items and half of the stuff was broken or damaged. Then the movers damaged items upon return - their insurance is a JOKE! In the beginning the movers were Great. On this last move they did NOT FOLLOW CLEAR instructions spoken directly to them. MOVE FURNITURE INSIDE, LEAVE BOXES OUTSIDE, I get home and the boxes are inside and the furniture is outside!
They are all talk and can't believe Complaintsboard.com gives them an A+, they don't deserve to be around. The most ridiculous, lying, falsely advertised, poorly managed, unreliable storage company.
I now have closed my account and received my items 07 and canceled Clutter, would not recommend to ANYONE. Price gouging money hungry.
If your with clutter do your research and go to a better more financially friendly storage company, before they start creating more charges and fees! They are a scam! My bad I didn't check reviews before booking them. The worst part is they try to sound so nice on the phone and so supportive in the e-mail only to screw you in the end. You got 48 hours to reschedule or you will be charged another $100. Clutter scheduled so I did not have the option to cancel in 48 hours, well I could have, if I paid the $100 fee - really!

I really wanted to like clutter. My initial experience was good (move in). I renovated my basement a needed to move some items into long term storage (only enough to fit in 5x5 space). I initially chose Clutter because they promised me a $100 Amazon gift card after my move in. Behold - after move in, they denied me the gift card because they claim that I rescheduled my initial move in (I did only because my contractor was running behind). That should be stated clearly - IF YOU RESCHEDULE FOR ANY REASON ANY INCENTIVE THEY PROMISE YOU WILL BE REVOKED. No matter their reason. On to the next issue. I had a few more items to move into my space, so I made an appointment. When the movers came, they pulled in around the corner from my house, in a spot that I could not see them. I received the text message (which I think is a way they scam people out of money - why don't they actually call you). I waited, because I thought they were just running behind. After about 15 mins, I called customer service to inquire about where they were located. THEY LEFT AND WERE ON THEIR WAY TO A NEW JOB. The dispatcher sent them back my way, but guess what - they charged $100 to my credit card for a 'cancellation fee' because the crew left. When I inquired about the charge the rep told me SHE SAW THE NOTES THAT CLEARLY STATED THAT THE DRIVERS PARKED IN A LOCATION THAT WAS NOT VISIBLE AND ALSO THERE WAS A RECORD THAT I CALLED. She then stated the $100 would be refunded. The next day, I got an email from a supervisor informing me that although I was promised a refund, Clutter would not stand behind it because it was valid. I then received a second email stating that my request for a refund was denied. All in all, this company is not trust worthy and since they now have all of my items in storage (which I have paid for to pick up twice) I don't want to have to PAY AGAIN to get everything back and into another facility. So I have to eat these issues I have...but I send a warning to all potential new customers: BE READY TO NOT GET WHAT YOU ARE PROMISED FROM CLUTTER. And when I move and get my items back, I will never use this service again.

This company will damage your belongings and return It with no shame. I'm a new mom and decided to give my home a facelift. I stored designer furniture with clutter to prevent dust and other things from ruining my items. My furniture has been stored with them for close to eight months now. Month by month depending on the progress of my home I gradually take things back. So far I received more than half of my items that's been stored totally 15 items. Months ago their mover damaged my $2500 Bob Williams marble round table. He was rolling it up the driveway versus putting it on a dolly. When we unwrapped it remnants from the marble were in the blanket. The company evaluated a $300 reimbursement when I had a $1k coverage. They claimed that it was already cracked. There was one crack they returned it with five more. I emphasized that they have to handle it with care and clearly they didn't. The same day my four legged table was returned with only two legs. They didn't give me anything for that. The console was also ruined. The lady that I sold it to said that the tape that they used stripped the wood. I didn't even bother reaching out to them bc I was inundated with my newborn. Months later I requested for my brand new pillow top Avocado mattress to be returned valued at $2600 with delivery and set up. They used a clear mattress bag to store it. The bag was so tattered a ripped on all corners. It was too heavy for the movers they selected. It was being dragged up my driveway. They movers said they believe the damage happened at their warehouse. Not to finger point but it was in deplorable condition ripped corners and black dirt patches and a smashed bug was in the middle of the mattress the the mover hurried a remove it. I cried because I knew I would have to waste time fighting them. They only offered $600 which is a huge insult. They claim because I have only a $1,000 coverage and $300 was already paid out form my marble table. When I first signed up they never offered of mentioned their $2,500 coverage and said upgrades aren't allowed. How would we know it's there, if it was never offered. With all the yelp and Complaintsboard.com complaints it sounds like we can conduct a class action lawsuit against this reckless company. Someone had to stand up for what's right. I'm so sad.

This is by far the worst company I've ever done business with. I used them a couple years ago and virtually had no problems with them. I paid a great rate for moving and putting my stuff in storage

I again hired them to move and store my stuff for 10 days in between moving apartments and was told my monthly storage fee would be included with the move.

This time it was the exact opposite. I'm not sure if they are struggling because of COVID and have to resort to doing shady business practices and take advantage of their customers to get by or what.

To make a long story short a bunch of things were left out in my quote and I was surprised with all these hidden fees when the movers showed up. $709 dollars for a service charge? How ridiculous considering I'm not even moving any furniture into my new apartment and it's a short distance move. I'm going to wind up paying more to these idiots then my actual first month of rent in downtown San Diego mind you which isn't cheap to live. On top of that the movers didn't finish packing and moving my stuff in the timeframe they said it would be done. One of the movers was slow and mentioned that he was hungover from the night before. I was trying to help them load all my belongings in their truck towards the end and they told me that they had to take off to the next job. I had to basically move all my stuff that didn't make it onto the truck back into my apartment and the cleaners I hired to clean the apartment couldn't even fully clean the apartment. I had to cancel and move around work that I had the following day so that they could come and move the rest of my stuff out and lost wages from work I wasn't able to do.

When they came back the next day they rushed everything out and I again got charged again for the items they missed. On top of that there were things they forgot to pack that I had to pack in my car that they left behind. If I didn't have an extra day to move out I would have been completely screwed.

Moving is already stressful enough but Clutter made it an extremely awful and horrific experience.

I didnt hear back from them until 2 weeks later and Michelangelo the guy who helped me was nothing but a rude and condescending *** and basically gaslighted me and made me feel like the whole situation was all my fault. They only agreed to refund me a measly $200 dollars for a broken and overpriced service. I am in the process of disputing the charges with my bank and hiring a legal team to help with my situation since they refuse to cooperate and offer me a fair resolution

Wow, Clutter must be removing bad reviews on Trustpilot somehow because a year ago, they had one star now they're at a whopping four stars... unbelievable! Clutter is a startup that's trying to shake up the traditional storage industry. They are a horrible, unreliable, and unprofessional garbage of a "company" and they should not be in operation.

I was looking around for storage units in NYC to store some furniture from an apartment for a few months while it got renovated. Because of the low price and cute website, I decided to go with Clutter. Little did I know, they do not store your items into your own storage unit. Your belongings are wrapped up in saran wrap, bar coded, then placed into a huge warehouse along with hundreds or thousands of other customers' belongings!

The geniuses who helped packed my belongings at the apartment didn't bar code some items. When I flew from LA to NY to make the apartment habitable again after the renovation was completed, I only had one full day to do it. The night I landed in NY, I received a voicemail from Clutter saying they can't make the delivery of my items tomorrow and have to reschedule. I tried calling them and couldn't reach anyone until the next morning. They weren't able to find all of my items, that's why they wanted to reschedule. I literally flew to NY with just one day to do this then had my flight the day after, rescheduling wasn't an option. Luckily, Clutter "found" all my items and was able to deliver it. However, they were missing about half of my items like a bed frame, Apple TV, dining table, chairs, lamps, rugs, and a whole bunch of other furnishings! I ended spending A LOT time and money buying everything back for the apartment. On top of that, I was back in LA so I kept having to pester the apartment superintendent to help me with deliveries. The worst was with a bed frame because the boxes were huge. He was so kind to help me bring them up the apartment and let a handyman from Task Rabbit assemble it. I also kept pestering guests at the apartment to help with deliveries and setting things up.

I ended up filing a claim with Clutter to get compensation for losing all my belongings. THAT WAS ANOTHER HEADACHE.

Sometime after that whole fiasco in NY, Clutter reached out to tell me they found some of my items. I confirmed they were all mine but had no use for most of them since I had already replaced everything. There were a few items I wanted but they wanted to charge me for the delivery after they lost it in the first place. I just can't believe their audacity. I had to go back and forth over email and countless phone calls with regular customer services reps and managers to finally to get them to deliver it to the apartment for no charge. Why in the *** would I pay for delivery when they lost to begin with? They had their chance to deliver it the first time.

They also blocked me on social media because I would caution people against using their service. I hope my voice gets heard and will help save one least person from this incompetent company.

Short version: RUN AWAY FROM CLUTTER AND STORE YOUR ITEMS IN A TRADITIONAL STORAGE UNIT BECAUSE CLUTTER WILL LOOSE ALL YOUR BELONGINGS AND PROVIDE TERRIBLE CUSTOMER SERVICE. YOU WILL WASTE A LOT OF TIME AND ENERGY DEALING WITH THEM. RUN!

It has been 13 days since my move and clutter has still not resolved and issue. I have been consistently begging for communication and have received none. See below.

Please see below an outline of my issues and experiences with clutter. See attached Freight Bill with outlined times. Also please see my request below.

1. Overcharged on Sunday the 1st of August
- Movers were 48 minutes late causing a lot scheduling issues
- Movers left my house at 10:54AM after starting at 8:48AM
- Movers arrived at my next house 12:31PM and finished at 208pm
- Total Move time on Bill 3:43 mintues total at 159 dollars and hour
- Total Drive time 13 minutes (x2 price wise to 27 minutes)
- Total move time 4 Hours @159 Dollars Per hour = 636
- Total coupons - 50 dollar referral, 45 dollars down payment - 95 approx
- total charge per data - 541 dolalrs
- total actual charge was for 5 hours and 20 minutes for a total of 847 dollars - an over charge of 200 dollars

2. Damaged Items Claim
- My dining table was scratched heavily - pictures attached in claim
- My floors were scratched heavily - pictures attached in claim
- only 70 dollars given for table
- 300 for floors
- I still have not been paid for this over paypal
- Customer X team indicated that the Trust and Safety team had not even issued payment yet
- Claim was approved don 8.4 - still not paid as of 8.9

3. Customer Service experience
- Megan, Jamie, and Elisia (alyssia?) have all been wonderful and very kind. Some of the most level headed people i have worked with on CX
- However, the way clutter is set up does a disservice to such a great CX team, as they do not have the ability to escalate or give any real resolution to customers.
- 1st Call - Sunday August 1st - I was assured I would not be billed until the T&S team determined how much I should pay
- I got an email claiming that the movers only took 30 min for lunch - in fact it was an hour and 30 minutes point to point including 13 minutes of drive time
- 2nd call - Monday August 2nd - I called to clear up the email about 30 minute lunch. Still no progress had been made - I was assured that I would be getting an email or phone call.
Wednesday August 4th - I was charged 778 dollars approx even tho i was told i would not be charged before a review of my case
- 3rd Call - Wednesday August 4th - I still had not heard from Trust and Safety at all. I called and was assured they were informed and I would be hearing. I called about being charged - was informed that i was misinformed about payment not being taken before review. Was assured I would be called
4th Call - Friday August 6th - I still had not heard anything from any team at clutter so i followed up - was told i could not talk to anyone, but to expect an email soon. I informed CX i would be opening up a case with my AMEX card team to block the payment i thought i had overpaid - 160 dollars approx though after further review I believe it is much more than that closer to 210 dollars
AMEX case - Opened on Friday
5th Call - Monday August 9th - I still had not heard anything so i followed up with Alyssia - she tried her best. I asked if I could loop in my lawyer and was told not to. I asked about reaching out to clutter via social media was asked to wait for an email to take further action. Also, expressed extreme displeasure with the fact that clutter has no escalation via phone and no one i could talk to about my issue with them.
6, 7 8th Call - Aug 9 - Aug 13 - Continued no response.

If I could give negative stars to this business, I would. After 18 moves, this was my ABSOLUTE WORST experience by a long stretch. After my initial booking, I needed to ask some questions and make changes to my account, but couldn't get in contact with anyone for 72 hours. Moving is already stressful... let's start by saying that I was confused and locked into a plan I didn't want, all because the Clutter team was unavailable. On the day of my move, the team arrived 2 hours after my 3 hour appointment window had already ended, and then they did not finish the job. With the 5 hours I had to wait, I got nearly all of the items packed myself for a "full-service" move, and then an entire team couldn't get the rest finished?! I should have been done and on my way, but I had to return back to my old apartment (90 minutes away from where I was staying since my furniture had already been taken) TWO DAYS LATER so another team could come and finish a job that should have been completed in one day. The Clutter team even tried to charge me for this second day of moving, and I had to jump through hoops to get a credit applied to my account. The teams were the slowest I've ever worked with (one guy took over 30 minutes to pack a single floor rug!), inefficient, and did several unprofessional things (including walking on a white rug with shoes on before packing it, packing items that should have been together such as a lamp and bulb, or a computer and cord, separately from one another, they threw my dress shoes/high heels in two large boxes without wrapping them or protecting them in any way, and after all was said and done, they even left a few items in the middle of the floor of the basically empty apartment.) Once they left, I was so upset that I tried to ignore the fact that I'd need to be dealing with them again in a few short weeks to retrieve my things. When I went to remove my items from storage, I noticed they had over 90 items in inventory, and when I took a closer look, I saw that my bed was listed as 6 individual pieces (which is hilarious because it was delivered to me in one skinny Amazon box that I single handedly carried into the apartment), my couch was listed as 5 individual pieces, and it just gets worse from there. I'm locked into a 4 month plan because I couldn't make any changes after my first conversation... BECAUSE I COULDN'T GET AHOLD OF ANYONE WHEN I NEEDED TO MAKE THE CHANGES. I was dealing with customer service throughout my pickup, but was more focused on why a 1-day move was taking 2 days, than correcting the problems I had tried to reach the team about the previous 72 hours. They don't allow anyone onsite at their facility so if you need your things out of storage, you're not allowed to get it out yourself - you have to wait for them and their team to deliver it, and they charge for the retrieval of items! The whole thing is so shady. They charge by the day/hour and then they take FOREVER... I am just praying that I can get my things away from them without incident. I'm booking a third party service to finish my move, and can only hope the transition doesn't do any harm to my relationship with the new company. STAY AWAY FROM THIS COMPANY! I implore you. Use literally anyone else... call you grandma, your neighbor, the guy asking for change down the street... just do not give this company your time, energy or money. They truly take advantage of the consumer; they provide an incredibly stressful experience and charge you a premium for it. Just read the other reviews.

ZERO STARS if I could choose. The week of my appointment, I called every day to iron out the details because my plane wasn't going to arrive in time for the appointment date that I chose, so I had to hire an assistant to be on site for the day. The day before my appointment (which was set for Sunday, 11/28 AT 9:30AM), I called to confirm the appointment time because it kept changing on the portal, and I received a confirmation email for a different timeframe than I had chose weeks prior. The appointment time I initially chose was for 7AM-10AM; it then was moved to 9:30AM1:30PM, so I had to reschedule the assistant (who I was paying by the hour). I called and spoke with an agent named Daniel, who assured me that my actual appointment time Sunday was the 9:30AM time frame, and that the movers were on track to arrive around 10:13AM, so I again rescheduled the assistant I hired for 10AM Sunday. The day of my appointment (Sunday) my assistant calls me around 10:30AM to tell me that there's no sign of Clutter and that the tracking links were't showing an ETA. I took a look for myself and that was right: the tracking link Clutter sent showed no ETA and the appointment timeframe had yet AGAIN changed to a very wide and ridiculous range of 7AM3PM. It's then when I called Clutter and spoke with an agent named Faith who was unable to provide any help, let alone an answer as to why the appointment time kept changing. It was only then that I was told that there were two appointments ahead of mine and that the movers would be an hour late, placing their arrival around 2:30PM. How could that be when 1) I chose a 7AM10AM appointment, which I understood to be the first available time for any Clutter appointment, 2) why wasn't that communicated to me as the customer, when I did my due diligence and called Clutter multiple times to confirm the actual appointment time? I want to stress that I told every agent I spoke with how stressful and worrying this experience would be since I wouldn't be onsite myself to take care of everything. Clutter reps KNEW that I had to arrange (i.e. pay) someone else to be onsite for the move. They either overbooked, or decided to bump my appointment several times for another customer.

After waiting around for Clutter for HOURS, my assistant had to take a lunch break. I called Clutter support again and spoke with an agent named Cole who sincerely apologized and said he'd try to figure it out. Finally, around 1:15PM my assistant gets notified that the movers are on their way. They show up right at 1:30 or 1:31PM, which is seriously ridiculous. I ended up paying the assistant (whose rate was $20/hr and who I'd only planned to have onsite for a three hour time frame) $159.83. He was at the destination nearly all day long, which isn't fair to him nor would it have been fair to anyone (say, a friend doing me a favor). Because I planned and organized everything around the information given to me by Clutter via speaking with agents AND the portal.

What's even worse and to further offense, when I finally arrived at my new place, all of the boxes were haphazardly strewn about the bedroom and living room, damaging my items and keepsakes. Furthermore, my furniture was FILTHY, dusty, and sticky from the gross blankets Clutter wrapped it in and left behind. Not sure why you all thought I wanted to keep the disgusting blankets you wrapped everything in (and then just left thrown about wherever your movers saw fit, instead of using some common sense).

I've used Clutter many times before and each service has been worse than the last; but this time they cost me an exorbitant amount of money for crappy, subpar service. This will be my last time using Clutter ever, I will never recommend this company to anyone, and I now understand why their online reviews are less than stellar.

They would have gotten a 0 star if I could put that. I started with Clutter a few years back when I was moving from a two bedroom to a 1 bedroom. At the time clutter was very convenient. It was a great deal. I believe I was paying $80 or $90 a month, I get a free delivery once a month. It was great. Then the price went up about $20 or so then they went from the free one delivery a month to charging per item. Then the price went up again to the point of paying $165 a month no free delivery and I can't get my stuff myself. There is a storage place right next to my house and all I have to do is pay $109 a month. I can go get my things any time I want. When I decided to cut ties with clutter they offered to reduce my monthly rate to about $105. It was too late at this point, even with that if I wanted my stuff or something out of my storage I would have to pay each time. I refused and decided to part ways. That's when it got worse. I tried to schedule a delivery of my things but only a window from 7am to 10am was available. The morning of the delivery, I missed the call I was still in bed at 8am when they called, they claimed they waited 20 minutes before they left. it's my fault I did not hear the phone but in the past when I order a delivery, before I decided to part ways from them, I have missed a call for much longer and they left but brought my stuff back after their other deliveries. But now that I am parting ways, when I called a little after 9am they said there was nothing they could do, the 7 to 10 window is for them not me. the drivers took my things back to the storage, they said they did all they could do. Not only did they charge me a $100 cancellation fee, they also charged me an additional $165 for the rest of the month although I rescheduled for the 5th of November. 5 days, they charged me $165 for the 5 days I had to reschedule for. These are hard times on everyone so you can imagine how furious I was. When they charged me the cancellation fee, I called to speak to a supervisor the person on the phone did not want to give me a supervisor, they told me the supervisor is going to tell you the same thing, but I insisted, mind you at this time I had no idea they charged me for an additional month, just the cancellation fee. The lady on the phone finally told me a supervisor would call me in 24 hrs. Fast forward the supervisor said nothing to help not even offer to reduce the fee, they behave like a money greedy company. I was very upset. When I came home later that's when my wife told me they charged me for the month also. I called again the following day. I asked the person on the phone immediately for a supervisor. She asked what it was about. I explained that I was already upset about the $100 cancellation fee, but Clutter had the audacity to charge me for the month when I already rescheduled and my appointment is the 5th. She said that's their policy and just like a land lord would charge you we do the same thing. Furious I explain to her that landlords don't charge you when when you are not living in their apartment. I asked for a supervisor multiple times she responded by telling me I called yesterday for the same issue. I was getting more and more upset. She continued to explain and explain I kept telling her I did not want to talk to her I wanted a supervisor, I reminded her that I called about a different issue yesterday not the same issue, she apologized and said she was mistaken. Again I asked for a supervisor she refused, she said I can not give you a supervisor for something I can handle. I ended the call with a FU and hung up. I have no idea what they are going to do with my things. I read other reviews and it's all the same thing this company is horrible, it started off well but it must be the pandemic because they are a trash company, the costumer service is trash

My initial dealings with Clutter were very positive. I was in need of immediate service, another company we contracted did not come through 3 days before we closed on our house! Clutter came to the rescue and I couldn't have been more grateful. The loaders and the customer service associates I dealt with were wonderful. They still are but its the policies, the slipshod inventory management and the trust and security team that has turned my experience into a nightmare. My move was complicated, overwhelming in fact, made more so by policies that didn't allow me access to my things or even the warehouse address. Clutter doesn't do more than local moves and we were moving to Vancouver from California. I had contracted with another company to pick up my things and move them but Clutter wouldn't allow me any access to their loading dock, under any circumstances. So, long story short and after much back and forth it was decided that Clutter would drop my stuff off at the other moving company, which they did. They scanned everything, (apparently) but provided me with no tag numbers on their hand written sheets in which I could verify I was receiving all my items and only my items. They made no notations on the condition of what they were returning to me. I took pictures of several boxes that were crushed, most the boxes that said fragile, oddly enough. This is important because when i received my things there were many damaged pieces. They took the legs off my sectional but never returned them to me, they threw all kinds of stuff over it and as a result it was damaged, the leg on my mini bar was broke, (they did reimburse me for that), my nightstand is scratched and marked up, my breakfast table is split at the base and there were quite a few items that were in the crushed boxes that were damaged, beyond repair. The pictures they took of my things illustrate the condition they were in when Clutter picked them up, the pictures when I received them illustrate how badly they were handled after they left my house. I have a 3000.00 mattress that is split on the side which I made a claim on, that was denied. Most of my claims were denied with the determination: not clutters fault. I was told that they have photos and videos that prove my things were appropriately logged and handled correctly because their movers were professionals. Yet, I received items that were not mine and the tag on one of my boxes was shared with someone else's box, they showed me the picture and said is this yours, we opened up my box and it was obviously not the same contents. They tried to give me someone else's mini fridge and mattress. These incidences belie their claims that videos and photos are evidence of their accurate handling of the inventories they receive. I'm not disputing the charges, which were high but all things considered were certainly supported by the market. I paid an additional fee for insurance which I naively thought would cover any losses. It didn't. In fairness, they did approve some claims and I thank them for that. They didn't not however approve all claims, claims to which I have documented evidence. I was told if I can supply additional evidence they might reconsider, but I'm not sure what additional evidence, more than what Ive already supplied, would be. I paid for a service, i paid extra for insurance, I trusted that care would be shown to my things and that if inevitable damage occurred I would be compensated. Instead they didn't treat my things with care and they haven't compensated me for the damage they caused (they did accept claims for some of my things). The claim process is long and doesn't not allow any specific notation to be made for each specific item, which is weird frankly that they would not allow for comments. I guess in theory the processes they follow are streamlined for convenience, the photos they take and their inventory methods display they are accurate and open, they are not. Seriously, I wanted to tell everyone I know that Clutter rocks and I did initially, sadly, I no longer do. Clutters business model and vision statement show great promise, Clutter fails to reach those heights. Do better Clutter.

MY CAT WAS PACKED AND SHIPPED BY CLUTTER! My cat, a registered support animal, spent the day in the back of a Clutter moving truck wrapped in a cabinet.

But first, let me give you all a little back story.

A week before my move I called Clutter to ask for the largest possible truck. They told me to exaggerate the amount of stuff I had so that dispatch would send a large truck. So I doubled the size of my boxes on my request form. While I lived in a one bed/one bath apartment, I was afraid a medium or small truck would cause the movers to take a long time to pack because they'd have to play tetris with my stuff. I was right.

The movers showed up late and were surprised at the nature of the move. They said, "oh, we thought you were moving to a storage unit." Not that it should change moving practices, but is an example of how disorganized Clutter is. They don't set up their movers to succeed.

During the move my cat had wandered into a cabinet that was ready for the movers to take to the truck. Now, I'm someone who's also worked as a mover. Anything that has doors or drawers you check inside to make sure there are no loose or fragile items. I'm not saying that they stuffed my cat in the cabinet, but they obviously didn't check inside to ensure it was ready to move. So it got wrapped and packed into the truck. Later when we found him in the cabinet, one of the movers said "Oh, I felt something flopping around in there earlier." AND THEY DIDN'T CHECK TO SEE WHAT WAS FLOPPING!

Back to the issue of the small truck. They left behind all my plants, electronics, a book shelf, and a dining table. They simply didn't have the room for it. So the next day I had to rent my own truck and hire a friend to help fill a FULL moving truck's worth of stuff while missing work to do it.

The day of the move they told me they couldn't figure out how to get my couch into my new apartment. So they left it in the lobby of the building! I had to pay for last minute movers from Task Rabbit to come two days after the initial move to get my couch up (which had been moved out to the curb by building management). They were able to do it without much trouble. But I still had to take another day off work to make this happen (two days of missed, unpaid work as a substitute teacher).

Because the move was taking so long the day of, I had Clutter send two additional movers to assist with unloading of the truck. After one hour, one of the employees was "let go" in front of me due his being lazy. The second employee worked hard, but left after a couple hours because fo a previous engagement. So, we were quickly down to two employees again.

Finally, they had had enough for the day and were ready to go home. I don't blame them. It was nearly nine. They presented me with my bill: $2,100! I had signed up for two movers at $129 per hour. Instead I was charged for all four movers for nearly 11 hours!

Now we get to the actual customer service portion of my experience, which, believe it or not, is an even worse experience. To date I've had six calls with Clutter totaling more than three hours of time. Two of which I recorded (highly recommend). I only ever received a follow up call today, May 8th. My move was April 14th!

I had filed an expense report. I spent $898 out of pocket to finish the job (hiring three movers, missed work, moving truck), which they reimbursed today. But they are still trying to tell me that they are going to keep a thousand dollars of my money earned as a *** substitute teacher.
When I told the employee from their "Trust and Safety" department that it was ridiculous to charge me any amount for this experience, she said, "well, you did receive a moving service." Yeah, a really bad, broken service! I tried to make an analogy for her, not sure it was a good one, but it was what I thought of in the moment.

I said, if you bought a TV and brought it home and it only partially worked, would you want a full refund for it, or would you be happy with the store giving you part of your money back and you have to deal with a partially working TV?

She said, "I'm not sure I fully understand your analogy. A move is not a singular item. There are lots of moving parts to a move." A moving company sells one product. That product is a fully successful move. Anything short of that is essentially a defective item. I followed up with them via email after the call and said, "Imagine paying a thousand dollars for a plane ticket from LA to Paris and they drop you off in Pittsburgh. That's what you are doing here."

I spelled out my courses of action to them: Step one, lots of negative reviews (starting with this one). If I still don't have my money I move on to step two, a complain with the Complaintsboard.com. And three, a claim with LA Small Claims court. I have been told that simply reimbursing me for my out-of-pocket-espenses is "above and beyond." This should be the bare minimum. Based on the experience with my cat alone I should get a full refund.

Do yourself a favor and hire ANY other company. Or better yet, take a few days off work and do it yourself.

I began storing with MakeSpace in Feb 2020. Clutter bought MakeSpace, & soon after hiked the monthly rental up by over $20/mo. They automatically upgraded my storage space, when I had so little that I could have been downgraded to a smaller space to keep the same or less monthly rate. It should be of note - this is not a self-storage unit - everything is kept in big warehouses so I'm not even sure how they come up with the unit space and cubed footage. This was only the beginning. After a 1 1/2 yrs of storing with MakeSpace/Clutter, I set up a cross-country move of my stored belongings from Seattle to DC. I hired a 3rd party mover & reserved a 300 cubed ft space on the truck to fit what Clutter told me was my 277 cubed ft. Clutter requires to set an appt for final move-out. The moving truck waited 4 days past departure date, with others' belongings involved, to accommodate Clutter's appt availability. When my mover arrived at the space he told me - not Clutter, but the 3rd party - that there were items from my inventory list. He sent me photos of what was missing - again, Clutter sent me nothing regarding missing items. Those items: all of the largest, most valuable items in storage that were the reason I chose storage to begin with: sectional couch, mattress, bed frame, bar stools, guitar. Clutter representatives at the storage told me over my mover's speaker phone that the only thing I could do was file a claim. So the truck is now driving across the country with a mostly empty space that I paid a *** of money for filled with inconsequential items like boxes of hangers & clothes that I never would have paid to store or ship across the country. A week + & I have yet to be offered resolutions. Claims Team has no direct line as they are bombarded w similar claims. You can see from reviews that they never claim accountability or offer fair compensation. They are failing at doing their sole purpose: store people's stuff safely & get it back to them when they need it

I originally contracted with MakeSpace Storage on May 24 for a *** storage unit at *** per month. At the time, there was no charge for pickup of items and a minimal charge (approximately *** for drop off of items. When MakeSpace movers arrived to my apartment in Chicago in June , I watched as they packed items such as my television and as they wrapped heavy furniture, such as a *** and *** in furniture *** My mattress was securely stored in a plastic mattress bag. In approximately March 2022, I noticed an increased charge of *** billed by *** I did not know who Clutter was, nor why the charges increased. I conducted my own investigation and determined *** bought out *** I have reviewed my inbox thoroughly. At no point did I receive any sort of introductory email from *** delineating the updated terms of service, including the increased monthly charges nor the increased charges for return of goods. In August 2022, I went on Clutter Inc.'s website to start the process of requesting the return of my items. At this time I found out that Clutter had more than *** the price of returns. In total for the price of my return and labor, I paid *** As they had all of my furniture in storage, I had no choice but to pay the increased charges. Clutter lost and *** beyond repair several goods. My *** despite being properly stored in a box, was smashed. My desk and *** are *** My *** is covered in grime and dirt. My dresser is scoured with deep gouges from being stored upside down with no protection. The movers told me they believed this damage occurred when *** moved my goods to a new storage facility (they did not inform me of the move). They have offered a paltry *** for *** worth of *** They claim this is the maximum they can offer because I did not purchase protection plans. Yet they *** my *** beyond repair when they were presumably

We've been storing items with this facility for a year now. We were told we needed to give 24/48 hours notice in order for our items to be delivered within two business days. We're going on the third week and this entire time been asking to retrieve our items with no luck. I've called several times and every time they say there's nothing that can be done all I can do is *** claims for any and all issues. They forced me to schedule two delivery dates then *** one without *** me when asked why, they said it was me who had done so. I requested my items to be delivered before end of month so I *** have to pay for December but they didn't do so instead had the two *** and then when asked to accommodate me to remove these charges because it was their fault not mine the would only take away an hour labor. Which *** anything *** I'm paying now $*** for the month of *** and two *** The items I did receive were *** and broken but I was told in return there was nothing they could do as they didn't pack these items I did. I was told the day of pick up that the company *** and *** items but when I asked them if I needed to re open the stuff I had sealed so they could do it they said no. I'm cornered and continue to ask for my items as I feel they're now being held *** I stated I had items worth a lot and really valuable not only sentimentally but irreplaceable they could care less and stated all their *** items are valuable. I'm afraid that the *** of my items may be *** as well and they won't hold *** I don't even know if now they'll *** break or lose my *** We've paid insurance but in reality it's not going towards anything since you're not covered at all. They compensated me $765 although I sent a clear *** list of what my items were worth and the fact that I had them in my possession for a short period of time had just bought them and they were not in any way

I contracted with *** 7/2 with a 3-month minimum in *** to pick up and store a small studio's worth of items. The pickup cost at the time was $60 and storing of my items went off fine and I was assigned a 5 x 10 storage space and photographs were provided of my items and my monthly fee was $135. - In the intervening time, I spoke to *** on their customer support team who gave me his direct contact. He confirmed that picking up from their South *** location was free and gave me the address of where my items were being stored (***) - In preparing to fly to *** to retrieve my items, I opened the *** app and was asked to accept the Clutter TOS to access my account. I did not accept. When I called Clutter to confirm a pickup I was informed that they would not be honoring the *** and I would not be permitted to come to the storage facility and retrieve my items myself and my only option is to pay for a full delivery of my items to a public park (as I no longer live in the area) to then have them offload my items in to my moving truck. This will be a $*** charge + $79/hour per mover (they require 2) so I will have to pay over $*** - I informed the rep that I have no desire to have my items put in a truck and moved twice. I was told this is a 'hard line' and she would not forward me to a supervisor. She also claimed I would not be able to come to the facility for a pickup because the bays are "taller" than most rentals trucks - When pressed, the rep finally admitted that my items are in the same place. Obviously the docking bays at that location haven't changed just because this company changed hands. - I never setup a Clutter account and never accepted their TOS and now I'm told the only way to schedule the gathering of my items is to accept and therefore agree to the 2-step retrieval. This is them holding my items HOSTAGE and it is unacceptable. I want to pick up my items

I was moving out of the country for 8 months and needed a service to pick up/store the contents of my apartment until I got back. I originally made an appointment with *** on *** 7 for a pickup on March *** the morning of my flight. I was quoted *** for a *** room with a 3 month commitment . On *** I received an email that MakeSpace merged with *** I called on *** and was reassured that my contract with MakeSpace would not change. On March 1, 5 days before an international move, and too late to book another full-service storage company, I was told that my *** contract was cancelled and to book with *** By phone, I was informed that a *** unit would cost *** with an 8 month commitment; I asked whether I could cancel early, and was told yes - it was NEVER mentioned that I would have to pay the amount in FULL to cancel. I contacted other companies who were now booked for that weekend, so I felt I had no choice in accepting this worse offer. I did not receive a copy of my contract to review at that time. I received the contract on March 6 by the movers. I felt pressured to sign the contract as written without being given time to read the details or consider my options, as the movers would not begin working until the contract was signed, there was an hourly rate for the move, and I was on a tight time constraint due to my flight. My situation changed (as I had expected it might, hence the original 3 month contract), and my partner secured an apartment in the United States for June 1st, so I had to terminate early. I had already accepted paying an extra *** on storage *** but the terms of the contract commitment and the way it was presented to me feels extremely exploitative. Clutter waited until I had no other options (they could have told me on *** and did not give me adequate time to make an informed choice. I would like the remainder of the contract waived so I can remove my items from their warehouse.

Wed 30th of September my friend ask me to assist her cleaning out storage unit *** Due to prior problems that occurred during covid pandemic. I stated to her "this company seems vindictive with her and personal." I told her to contact your agency because of theft and violations of contract I witnessed that on above date.I arrived between 1:45pm or a little after to assist her transferring items to new location. When I finally seen inside her locker it was full of dead mice urine an feces. They have traps in every corner and I have a unit *** that I transferred some of her items in my unit which is not infested at all. I could almost guest the units next to hers aren't suffering. I hope they don't retaliate against me. My eyes, nose an throat ingested the odors and fumes we both are not feeling well today. I tried drinking lots of water, calling doctor today to find out what could happen too you inhaling Vermon toxins. I have pictures and we were at this location until 9pm-9:30pm. Management changed date of 24hr access that my friend pays for over a year the unit changed access of 24 hour srv. as of 10/01. They tried to deny her the access, the manager lied to her stating she no longer has access to unit she asked us can she have a picure of us this is around 7pm to give to her bosses. We agreed to picture. Then she stated "now I am calling the police because you are trespassing. We are older ladies an we begged her for time she never used her access of 24 hours and that agency could not afford us a hour or two more. I told her to take pictures of the infestation that manager totally ignored. There were other problems due to my friend complaining. Her items are high end labels through auctions or contracts I don't think she would put mice into her items she thought everything was safe until we reached the bottom of her unit. I have headache an nauseous.The police listened to us and never came back we begged them for time my friend pays for 24 hour accessThank

They trashed my belongings and refused an appropriate and agreeable claim. Clutter is absolutely 100% the worst storage service I've ever used in my life. I used Clutter for two years paying $75+ a month the entire time only to get my stuff back and discover that all of my framed art was broken. All of my mirrors were broken. When I say all, I mean ALL. Boxes were opened and scattered through. A large limited edition Dooney & Bourne clear vinyl luggage bag with a tweed Chanel jacket inside was stolen. Then when you go to file a claim, they have you fill out a spreadsheet itemizing everything that is broken, where you bought it or how you got it, with the price amount but they respond back saying they found a similar item for much much less, etc. They lowball you to the point where filing the claim and going back forth with them and all the different people they have emailing you is not even being worth your time. They bank on you getting fatigued and giving in. They expect you to prove something was stolen so you can claim it. Items of sentimental value like the wood cross that matches the one my father was buried with was broken. But a plastic one can be found on a Catholic Church site for $4.99 so $4.99 it is. Every single email I got from them had a different name attached to it so I never knew who I was talking to or if they were serious about helping me deal with the disaster of having of so many things I loved be trashed. I was passed around and around and around on a revolving door of phantom assistance and it was nauseating. I never got my claim handled. All of my broken things went into a dumpster outside the storage unit and I drove off so gutted in disbelief. Even their own delivery guy said, "Wow, they did you dirty, I only have been working here a month but I ain't seen nothing like that." Do not use Clutter. They are a despicable organization and I would never recommend them to anyone anywhere. The pics attached are the only ones I could find at the moment but I will be adding more soon. There are so many more.

On 04/23 Clutter delivered my Samsung Fridge,molds inside no handles screws and the engine doesnt work i filed a claims until now no actions 04/23 the clutter guys transfer my fridge, mattress and other furniture and appliances. I noticed right there that my almost brand new fridge doesnt have a cover and no handle i opened it and saw the inside full of molds i took pictures and thier delivery guys also took pictures and told me to file a claim. I wasnt able to open it very long because i dont want to get sick. I alredy submitted my claims until now they are playing games and really stressing me out, I paid to clean the molds hoping I can sell it but when I plug it the engines doesnt work . I report everything to clutter Clutter claims, and *** they ask me for pictures, and file a claim on thier website which i did already twice . the crews are missing for th ahndles and I also scam with my friend to find it just fo me to not deal witht hem anymore because Im sick I cant walk I paid for movers, truck , driver and now that I cant even sell it I dont know what to do anymore. I did call clutter so many times crying and upset but still they ask me do file it on line I did, sent them picture with a date etc, I told them that I will file a complaints with Complaintsboard.com still they didnt do anything. I live now in The San Francisco area this Fridge is big it occupy space in my storage tha cost me 160 usd a month , i tried to throw it away but I dont ahe anymore money to pay for truck . movers, and just to throw it away I here I jave to pay *** . I live in a very epensive area. Becuase of the corona virus I wasnt able to go back to work. I want them to pay for my damages because when they picked up my fridge it works perfect its only a year and a half old. I paid *** for it. I need them to pay me back for my damages. I paid my dues every month when my fridge is in their storage. infact I have two one in San Francisco and one in Orange County its close now. I can only afford to rent a room here its expensive here . please help.

In or around the month of November I was seeking another storage unit to place my property from where it originally was placed for a better rate and decided to Google for any other storage placthat sounded better and more reasonable website and just so happen Clutter's site came up as I was reading and observing the elements and the cost and how things were handled I decided to contact them base on their rates and how they would handle my property security, so I called and spoke to a team member about making the change from the area on which my property was stored and to move it to their location and it sounded like something that I would be able to save money from so at that point I went ahead and made the arrangements for them to pick up my property and make the necessary changes. So on the day of the appointment I met with them so that Clutter could retrieve my property from the area it was and to move it to their location to where it was going so with my property being moved their had to be three different moving dates in order for them to get all my property stored in Clutter's location and I was to be there each time my property was moved and for which I was there watching them while they took time and moved my property piece by piece while they were taking pictures of my items and tagging each item w/ numerical label until all was completely done so a few months had gone pass and I went on Clutter's website and requested a few of my items be returned and a date was set for the delivery for them to bring to my home and as the boxes were being carried into my house I counted to make sure it was the same count as I requested to be returned so upon opening the boxes I noticed that they had been tampered with by the tape that they had originally place on it tape was pulled off and had been sticking together on top of each other and half way sticking and I immediately contacted them to say that items were missing and that the boxes had been tampered with and they stated to me it would cked Product_Or_Service: TOTAL BLUETOOTH PA Order_Number: N/A Account_Number: N/A

1. Huge discrepancy on billing. I was quoted and booked for $38/hour and was charged $129 per hour. Broke 3 priceless items and won't resolve. 1. Huge discrepancy on billing. I was quoted and booked for $38/hour and was charged $129 per hour. I called twice and both CS reps indicated that this was the case. I was informed that someone would call me in regards to this and thus far, I've received no correspondence or have been contacted in regards to this matter and obviously has not been resolved since my move on 12/18. 2. Broken Items: mover took pictures and said that he would follow up with management and someone would call me to file the claim for me. However, they broke 3 items which I need to replace, but one item is not replaceable. They are as follows: A) Office Desk B) Coffee Table C) Vase Base - it's a Chinese Antique given to me by my parents who are both deceased and 1 of sentimental value and a family legacy. This particular item is/was PRICELESS! Storage: I also booked a storage room with you all and I still have NOT received a link of pictures or items stored, so I don't even know if anything is missing. I am extremely unhappy and dissatisfied. I will NEVER recommend Clutter, nor use their services ever again. Not only has been any communication from you all, but when I called earlier your CSR hung up on me! Also, the disrepency is not my fault and they are now putting me into collections and requesting I pay the $650 cost. I am unemployed and due to their lack of transparency in quoting, I can not afford this and would have used a different and cheaper option for moving company. They refuse to give me a credit, a discount, and saying they can't assist me without filing a complaint, even though one of their employees broke all 3 items and took pictures, who then assured their corporate office would handle and take care of me. Thus far, they've done nothing to action this matter and instead, blaming me that it's my mistake and I need to pay otherwise there is interest and absolutely NO PAYMENT PLAN, regardless if I'm unemployed. I am filing a complaint as I don't know what to do at the moment or forward this matter, as Clutter is not taking responsibility on this. This is unfortunate. I even filed a complaint to them and I've recieved NOTHING! Please help/assist me on this so that I can further action or possible pursue legal action. Thank you

Clutter is currently running a promotion for a *** gift card for new customers. They refuse to honor the promotion after I opened a new account. The week of August 2 I opened a new storage unit with the local Clutter facility in Long Island City, NY. That week, Clutter HQ was offering a promotion for a *** Amazon gift card for new customers. I was shopping for different storage options and settled on Clutter because of the Amazon gift card promotion. I moved in to my storage unit on August 8, and that day the local staff of the facility told me I would receive my gift card from corporate. I waited the week of August 9, and did not hear from anyone. I called the local facility and they told me I should have already received it, and recommended I email corporate. I sent an email through Clutter's customer service portal, and received the first response on August 15 (attached email #1). ***, the customer service rep, told me she would look into it, but did not mention any potential misunderstanding from the start. On August 20, I received a follow up from *** (attached email #2) who informed me that the promotion ended in July, and since I opened my account in August I was no longer eligible. I checked the website again, and noticed that the promotion was still listed on the main Clutter site. I responded to the email that same day with a screenshot of the website informing *** the promotion was still active and that this was the reason I chose Clutter for my storage needs. On August 23 I received a follow-up from another customer service rep (attached email #3), *** informing me that actually the promotion for self-storage customers ended in July and that the current promotion is for full-service customers. I responded that same day explaining that no where on the website is this mentioned, and there isn't even an option to click on the promotion headline to read specific details. In addition, I was informed twice by the local storage facility that I would receive the gift card. My complaint with Clutter is that their promotion and advertisement listed on the website is deceiving, and based on the back and forth with their customer service reps, it seems like they have several excuses to not honor the promotion. If in fact the August promotion is for a specific type of customer, this should be specified on the website. It should not list a generic promotion to lure customers in only to deny the gift card once an account has been opened. Their advertisement is misleading and this should be considered a deceptive marketing tactic.

Unprofessional moving and storage. Did not pack or handle items in professional manner. Damaged and loss item/s. When Clutter arrived at my house on 5/16, they came with lots of packaging materials and tape. Our items were stored for 9 months in their warehouse. We ended moving 45 minutes outside of their service area (this was not our intent when we hired them). When it came time to have our items delivered (2/6), Clutter will only drive outside their service area at their discretion. They would not drive the extra distance outside their service area for us (even if I paid them to). So, I hired another moving company to meet Clutter and complete a transfer of our items. Due to a truck-to-truck transfer I asked customer service about keeping track of the inventory; Our "second" moving company wanted to know if Clutter will have a written and itemized inventory that will need checked off?" Clutter Customer Service response, "While we will not have an inventory checklist in this way, your digital inventory is available for reference with each item by picture and barcode. As each item is scanned for return, it will be marked as returned in your digital inventory and so you will be able to track what has been returned as the Team proceeds throughout your service." Nothing was said that I needed to identify any damaged items at this time. When Clutter arrived to do the transfer, boxes and furniture were stacked haphazard. Four pieces of furniture were identified as damaged at the time of transfer. Time did not allow for us to unpack boxes or inspect all the furniture before it was transferred to the other Moving Company's truck. Since the truck-to-truck transfer alone took 3 hours, it should not be expected of a customer to unpack/unwrap and inspect each box or piece of furniture before it was transferred to the other Moving Company's trucks. It would have been impossible and unrealistic to expect such a thing in a parking lot with both moving companies present. When the other professional moving company delivered our items/furniture, they pointed out damage to furniture as they unwrapped the items while still on their trucks. Clutter damaged lots of other furniture: an antique dresser mirror, outdoor furniture, mirrors, a Coffee table, a queen headboard, CAL King bed, etc. Clutter broke and never did locate a piece of the leg of my hand-carved dining room table that has been in our family for generations. Many items in the boxes were broken: plates, wine decanter, glasses, glass dishes, tea cups, marble rolling pin, lamp shades and on and on. All due to unbelievable carelessness they exercised. While unpacking boxes, it was a shock to find china wrapped only in paper in groups without any bubble wrap and many glass items packed without any bubble wrap. Cast Iron Pans were packed on top of breakable glass/crystal. The glass and crystal were wrapped in paper but didn't have any bubble wrap to cushion them. The fragile boxes were over-sized and heavy (42 -77 lbs). These examples of poorly packed boxes were consistent throughout how fragile items were packed. So many items were not packaged professionally. It seems reasonable that when I hired a professional moving and storage company that I should expect professional quality and care in packaging and handling of my possessions. It is understandable that accidents will occur and items will be broken, however the number of damaged items is unacceptable. . Their insurance is a joke and the coverage is woefully inadequate. However, it would have been fine if my items were handled and packed professionally as expected. Their claims department puts a lot of pressure to file a claim immediately. It is very difficult to open and inspect over 400 boxes/pieces of furniture within one week. However, they were adamant on closing the claim. Their offer was to give us *** total, for what we calculated was over *** in damage. When we tried to escalate the claim, as we were unhappy with the settlement offer, their comment was our claim was the final.

4/14 Box missing from delivery #XXXXXXXXXX Clutter not taking losing this box seriously and bad customer service The goods inside are irreplaceable 4/12 Arranged for 9 items to be delivered to my house around 10:30 am. These items were and still are photographed in my clutter account and those were the items I was expecting. Movers arrived to drop off items & pickup items stored in shed outside. After they delivered the return from storage they packed up the goods I was sending back.They photographed what they picked up. They quickly unloaded and loaded everything, it was very fast and very chaotic. ***THEY DID NOT label the the 10 boxes they picked up with the numbers that show assigned to them on their "STORAGE" section of their website. I was not able to go through all 9 of my boxes while they were there. An hour later I realized that the box #XXXXXXXXXX that was filled with apparel was missing. It was NOT at my house. I immediately called Clutter and they refused to call the driver to check in with the drivers to see if they had the box, or to look for it, or to make sure if they did have it they didn't drop it off by accident at another persons house that afternoon before they returned to Clutter main building. The Clutter customer service person wouldn't connect me with a manager, they said there was nothing they could do unless I filed a claim. I wasn't trying to file a claim for financial reasons. I NEED THAT BOX, it's irreplaceable items that are samples that I need for my business. So I filed the claim that says it entails them re-inventorying my things at their storage facility and that they would get back to me within 1-3 days. Obviously TIME is of the essence as my box could have gone to someone else's home during that day and those people should have been contacted. I called back a few times that day and they wouldn't give me an update, they said it was probably in one of the boxes at the Clutter facility. To re-look at my photos in my account that show there. Many of the boxes show one main photo and then when you click on the photo there is another box with another code on it on the 2nd photo which makes no sense. The boxes they dropped off at my house were not individually scanned. The boxes they picked up from my house were not individually scanned. So I call back again the next day and have emailed again. There is ZERO urgency on their end. Finally I get this back from them on the 16th; *** Hi ***, This is *** with Clutter's Customer Care. To follow up on your report of a missing box, our Claims team audited your inventory and suggested that you double-check your online inventory, as it is possible that we may have the item you're looking for. If you need any further assistance that was not addressed in this email, feel free to contact our team at (XXX) XXX-XXXX or simply reply to this email. Best, *** Customer Care Specialist I responded numerous questions; Also are these boxes scanned when they are taken off the van? And dropped off at my house? It doesn't look like it as the boxes all say 9am. Please confirm whether or not boxes are confirmed as coming off the van as they are delivered. Please confirm you have checked the other peoples storage that came back to your facility that day to see if they were mistakenly put into their storage. This email also suggests that the audit done isn't trustworthy and for me to double check your photos, no update on inventory of what you guys have now that inventory has been done. _______ 2nd email 4/17 from *** Hi ***, Thanks so much for your patience as we investigated your claim. As of right now, we haven't found any discrepancies with the scan history for the item you are claiming as missing- which leads us to believe that there may have been a mixup with the barcodes given how adamant you are that you have not received this box. The most likely situation could be that the barcode for your box of summer clothes may have been on another one of your items, which would have led to another item being delivered in its place.

Clutter movers took over *** to pack items, left without notice and left some of our items on the street. No one has returned our calls. My partner and I had a curbside pickup appointment with Clutter on *** (invoice # XXXXXXX). I had confirmed via an email exchange with Clutter representatives (*** & ***) a week prior to our appointment that the movers could help bring down a few larger items from the upstairs unit for no additional charge. Our monthly price was to be *** for a *** unit for eight months, included item pickup. The movers arrived around *** on the *** We let them know about the few items upstairs, of which they said we would have to upgrade to the full service option. We had to call Clutter to discuss that we had already asked about this and after *** it was agreed the movers would help bring down one couch, and two rugs. They did move the couch downstairs, during which they scuffed and damaged the wood doorway of my apartment unit. It was agreed that they would come up for the rugs later in the process after all other items were loaded onto the truck. At just after *** they informed us our items would exceed the *** space. We tried to ask questions regarding the different unit sizes and prices, and were told they didn't have the information, only "dispatch" did and they closed at *** We ended up agreeing to continue without any pricing information and returned to the our empty apartment waiting for them to remove the rugs. At around *** over 11 *** after they started, I received an email from Clutter asking to complete account activation and provide a survey on the move. We looked out the window to see that the Clutter truck was gone, without any word from the movers. Upon going downstairs to inspect, we found some of our belongings left behind. An office chair, an insert to a dining table (the table was taken), and a desk were all left outside in front of my building, completely unprotected and could easily have been stolen. Inside the hallway to my apartment storage unit was a surf board left in plain sight, and inside the storage unit was a broken & open box containing a speaker on it's side, as if it was just thrown in. We have photo & video documentation of everything mentioned here. My partner and I had a hotel room booked for that evening *** which was to be our halfway point to *** It was a non-refundable booking and we were unable to use it because we could no longer leave due to the items left behind. We also had an Airbnb booked for the week *** and now couldn't leave until the next weekend due to work. We are submitting claims for each of those accommodations. We stayed with a friend that evening and called Clutter the next morning to get the situation handled. We spoke with *** who sent another team to retrieve our items, took notes of everything and sent us claim forms. We were told a manager would call us back within *** After they retrieved the items left behind (appointment #XX-XXXX-XXXXXX) they attempted a charge of *** We assume this is for the 2nd pick up but we should not be responsible for a pickup that happened strictly because of the complete unprofessionalism of their crew the day prior. Our storage unit sizing increased to *** and we were charged *** however one item (a table insert) was documented twice (as seen in our photo library). We called again on *** and *** only to be told they cannot transfer us to a manager but we would receive a call-back. It has been over a week and no one has called us. The credit card on file has been put on a freeze so Clutter cannot continue to attempt erroneous charges, however we are aware this puts us in delinquency. We were hoping to have resolved the matter with someone so we could pay what is rightfully due, and for nothing extra, however it seems impossible to speak to anyone who can help us. This is by far the worst experience we've ever had. We have zero trust in this company and they have possession of everything we own.

This is an issue of willful misconduct, and breach of contract by Clutter. Movers abandoned the job, and Clutter falsely claimed the job was complete. I hired Clutter to move the entire contents of my apartment to their storage facility on June 18. I stressed that time was of the essence and that the move needed to be completed that date, because my lease expired that date and I was leaving NYC that same day. I provided detailed instructions of the items to be moved (including photos of all my belongings, which Clutter had from moving and storing my belongings from you prior residence). Clutter is seeking to charge me despite egregiously failing to complete the move, and refuses to compensate for losses they have caused me to incur. On the afternoon of June 18, Clutter sent me an invoice stating that my move on June 18 had been completed. Instead, I learned from my apartment building manager on the afternoon of June 19, that my apartment remained "fully furnished." And that apartment full of valuables had been left unlocked and unsecured by the movers. We only learned of this 24 hours after Clutter falsely communicated to me that the move was complete. The movers had abandoned the job without completion without notification, and Clutter had falsely claimed in writing to me that the move was complete. Clutter only admitted the move was not complete when I sent Clutter a video showing nearly all the furniture and possessions remained in the apartment. I incurred several damages. As a result of Clutter's failure to complete the move I hired Clutter to complete on June 18, I was charged by my apartment building *** of rent *** per day) for failure to vacate my apartment on the date of my lease expiration, with a "skip" for leaving my property behind, threatened with legal action, a *** fine, and the loss of my *** security deposit. Many of my valuables were left in the unlocked apartment for over 24 hours. Clutter has not yet returned the possessions they did take, so I am unable to determine what valuables were taken. Details are below. The manager of my apartment building stated that he told me he saw the movers sitting in my apartment, listening to music without doing work. The movers told him they would be back the next day (Friday, June 19) to complete the job. Clutter never communicated to me the job was was not complete, nor did they appear on June 19 to complete the job. I was present for the first hour of the move to give specific instructions for the work to be done. My partner was there as a witness. However, the work was not completed. My apartment manager send me video (attached) showing that none of the furniture, and most of the belongings remained unpacked when the movers left. Nevertheless, I received an invoice for nearly 6 hours of work by 2 movers. My building indicated that the movers were not doing the work they were hired to complete. Clutter and the movers refused to communicate with me that day. The movers repeatedly asked if all the furniture should be moved. I repeated that I stated all the contents of the apartment should be moved when I hired Clutter. I repeated this in three follow-up phone calls with Clutter (which they have records of, since they have stated phone calls are recorded). Clutter refused to resolve the situation. The first customer service agent I spoke with stated in writing that the follow-up move to complete the project would be free of charge. My subsequent point of contact spoke extensively that he apologized for and empathized with my situation. He stated that Clutter's behavior was unprofessional and unacceptable. Despite fully accepting responsibility, Clutter insisted that I be charged the full amount for the move, pay additional fees for the movers to complete the job, and refused to explain why the movers did not complete the job without notifying me. Clutter has refused to return my belongings without payment for the incomplete move (for which they have provided no accounting of time), and has refused to offer any compensation for the additional fees and damages I have incurred.