Clutter Moving and Storage

Clutter uses bait & switch prices to lure in new customers, while trapping existing customers with ever increasing monthly rates. I have been a customer since 12/29/20 and in the 2.5 years that I've had my items stored with Clutter my bill has gone from $189/month to $302/month. I was told in writing at the time that these increases were due to cost increases in fuel, raw materials, and labor wages and that "Clutter has increased fair wages and benefits for both hourly and salaried team members because we believe it's the right thing to do". 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 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

Move size: 1 Bedroom Home Service cost: $7500

I had a Dinning set delivered on Oct. 1st 2021.7 of my chairs that were delivered 6 chairs were badly damaged, legs and arms of my chairs were broken. This is French Provincial Furniture and very expensive. This is the second time that this has happened. I had a coffee table that was delivered and it was totally destroyed. These items are stored at Clutter Inc. Facilities. They do not compensate the customer's for the true value of damaged or lost merchandise. Very horrible experience I have had dealing with this company. You are at there mercy because they have your precious valuables at their Facilities.

Move size: Partial Move Service cost: $120

I am absolutely beyond impressed by my experience with Clutter. I had a last minute move that I needed to make (a local move), and was able to schedule in someone to move me within the week. Jergen (I hope I am spelling his name correctly) and Justin arrived exactly on time to move me. They were extremely kind and professional. I knew the moment they arrived I was going to be in good hands. Every move before this one, I have always come out with chipped furniture, missing pieces, and scratched items. This was not the case for my move with Clutter. Jergen and Justin took care to wrap every last item perfectly, making sure to pad the legs of all my tables, and treated everything with extreme thought and care. All of my furniture got here in one piece with no damage! They cleaned up after themselves, helped me set everything up, and generally went above and beyond to make sure this got done quickly and efficiently. I will 100% recommend Clutter to anyone of my family or friends who has a move to make, and will use Clutter again myself the next time I need to move!

Move size: 1 Bedroom Home Service cost: $550

Do not store your items with Clutter.

After storing my items for 8 months, and having them delivered back, Clutter lost my KING mattress and they stated that they are "sorry for the inconvenience and apologized for the frustration", but the fact of the matter is, they lost an esencial item and I don't have a place to sleep tonight. Furthermore they asked me to patiently wait for a follow up in 1-3 business days. What I'm I supposed to do in the meantime? They kept telling me all these scripted answers with the calmest and/or sweetest voice but they are not taking immediate responsibility for the huge inconvenience and I'm on my own to figure out what to do, regarding sleeping arrangements in a new town.

Completely unacceptable, beds should be reimbursed right away, they are essential. You can live without a couch or a table but not your bed. How do you loose a huge King mattress is beyond me. Customer service is terrible, and won't resolve anything.

To add insult to injury, many of my items were filthy, sticky, stained and dusty in spite of being wrapped. I pointed out this to the movers and they said "it's from the blankets" so I guess they have never been washed, because how can an item accumulate that much dust in 8 months. I also had an new chair with a damage, like it was dragged on one corner UGH.

Do not hire them for storage, you'll be better storing the items yourself in a way they will not be dirty, damaged or lost.

Move size: 2 Bedroom Home Service cost: $200

Professionals HAHA what a total joke! Clutter was one of the absolute WORST experiences we have ever had. They spent HOURS boxing things unnecessarily to then barely wrap the TVs which they broke and would not take responsibility for. Additionally they rubies out dining table and again zero responsibility. Customer service.. even worse! Stay away from this company at all costs. Their "photos" for storage are worthless as is everything they do. I regret ever coming across this sham of a company.

Move size: 1 Bedroom Home Service cost: $2500

DO NOT USE CLUTTER! TERRIBLE SERVICE; REFUSED TO REFUND US FOR ITEMS THEY DAMAGED; AWFUL CUSTOMER SERVICE REPRESENTATIVES. DO NOT TRUST THIS COMPANY.

Summary:

Clutter was terrible to work with, from beginning to end. I paid for their white-glove packing service, they were 24 hours late for my scheduled move, and when my items were returned to me from storage, I came to find that they had packed my fine china, glassware, and silver at the bottom of large wardrobe boxes--with no wrapping-- & heaped heavy ceramic dishes and stainless steel pots and pans on top of them. Several of my items were destroyed. In spite of filing claims through their site and reaching-out to customer service repeatedly, they have refused to reimburse me on the basis of a predatory company policy (detailed below).

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 7AM that morning--by the time I finally spoke to someone, it was after 5PM. 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.

I carefully documented the damage, uploaded each individual claim, & provided links to where the items are available for purchase online to establish a fair market value for reimbursement.

After filing my claims, I received an automatic response from Clutter informing me that my claims were denied, on the following basis:

"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!

Move size: 1 Bedroom Home Service cost: $1000

Do not use Clutter for moving or storage.

I hired Makespace (now Clutter) to move and store some of my belongings for 10 months.

When my items were returned, I discovered that my desk had been broken in half. Of course, they didn't notify me about this damage until my items were returned from storage (which is convenient for them because this desk took up approximately 15% of the 199 cubic ft. of storage they charged me for each month).

Clutter also lost some of my belongings which I'm not sure I'll ever see again. The items they did return came back covered in dust, dirt, and debris. Honestly, it looks like my stuff was sitting outside for an extended period of time.

On top of this, Clutter increased their pricing mid-contract which I never agreed to. Finally, when you do want to get your items delivered they will make you pay a $189 service charge, a $25 preferred scheduling charge to be able to choose the day you want your items delivered, and a labor rate of $78 per hour per mover on the day of delivery (and of course they will send multiple slow movers so they can charge you as much as possible).

Like I said, do not use Clutter for moving and storage unless you want a huge headache and a bunch of ruined stuff.

Move size: 1 Bedroom Home Service cost: $400

I have no words to describe how horrible my experience with Clutter has been. Starting with the deceit and hidden fees all the way to destroying half of my belongings and furniture, including my TV, my ceramic tables, vases. Almost every item they moved and packed at least had a scratch, and the majority of my high value items were completely destroyed. I signed up with this service thinking I would pay x amount (like they advertise when you sign up), but the day of the move, the fee increased by $500 without an explanation. They claimed that was what was shown the entire time? Lies. Refused to fully reimburse all my damaged belongings, and oh doesn't matter if they destroy your entire household items and everything you ever owned, per their policy, they will never refund more than $2500. 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.

Move size: 1 Bedroom Home Service cost: $4000

AVOID AT ALL COSTS – More like a demolition company rather than a storage company, here is a breakdown of my experience and the reasons why you should NEVER, EVER, EVER, EVER use them:

1. THEY WILL BREAK ALL YOUR STUFF: Once I finally was able to get my things returned, my moving company called me as soon as they received 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 was ok as I packed it, 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 1b for reimbursement. As I was in California and could not travel to see delivery due to 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 delivery of my items (I had to pay $1000 for them to return 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 all in for the reimbursement for damages to all my things was a whopping sum of $349.

3. IF YOU WANT ANY MONEY BACK, YOU HAVE 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 reviews - which is 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 EVER: 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. They do not treat you like you are a human being and it is clear they are told not to admit any guilt or fault.

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.

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 ship 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.

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 that, Clutter then increased my monthly storage fee by $70).

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. And would have certainly saved me a lot of headache and distress, all while I was undergoing cancer treatment. Clutter is literally, THE WORST.

Move size: 1 Bedroom Home Service cost: $7000