Clutter Reviews 6.356

I rarely write reviews but this time the public deserves to know what kind of unqualified and deplorable company Clutter is.
I moved from one house to another with a month of hotels in between so I entrusted Clutter with ALL my belongings including some valuables such jewelry and art pieces. I did not purchase insurance as I only needed storage for a month and I had carefully packed all items myself - nothing could be damaged and be taken unless someone purposely went through my boxes. And they did. On the day of final redelivery, an entire box was missing, a solid wood dresser majorly damaged and half of my jewelry gone (all yellow gold and diamonds). You can imagine my emotional state. Please be aware that the actual Clutter mover on the day of re-delivery told me that Clutter loses boxes all the time. I have contacted customer service who looked for my box for a minute, and went ahead and provided a $40 resolution for an entire missing box (with family photos that are 30 years old and much more) and $50 for the damaged dresser. Nothing for the missing yellow gold and diamonds. Customer service provided some pre framed stupid sentences without real support. I will go ahead and file a small claim court. This is so far the worst experience of my life.
If after my experience you still wish to use Clutter, you must purchase insurance (so it's not an affordable solution anymore) since they will surely lose/steal or misplace your items.

Working with Clutter has been, without question, the single worst customer experience of my life. They canceled my move fifteen minutes before it was supposed to start and casually suggested I wait several more days.

That was beyond impossible. I had already ended my lease, had to vacate immediately, and was moving to a different state the next morning. Clutter left me stranded in an impossible situation without the slightest regard for the consequences.

If negative CSAT scores existed, Clutter would deserve the lowest possible rating. This is an incompetent, unreliable company that fails at the most basic promise of showing up.

My experience with Clutter has been nothing short of disastrous, and I cannot recommend this company to anyone. The customer service is abysmal, and there are numerous hidden fees that seem designed to exploit customers. I wish I could give it "zero" star.

This saga started on July 25th and just ended today, September 13th. My items were transferred from Clutter to another storage unit. Clutter had charged me for a 10x40 unit at an outrageous $700, but when I moved my belongings this morning, I discovered that all 187 pieces fit comfortably into a 10x25 unit with room to spare. This feels like a blatant rip-off.

To make matters worse, they damaged my chair during the move, and I will be filing a claim for that. Over the course of just under 2 months, I spent more than $3,000 with Clutter, which is unacceptable.

I am eager to put this nightmare behind me and will be reporting my experience to the Better Business Bureau. I also plan to share my story on Google Reviews, Yelp, and other platforms to warn others against using Clutter. Save yourself the trouble and look elsewhere for storage solutions.

The digital experience is wonderful. It is a modern convenience. My team was Anthony and Christian. They were both amazing, careful and positive. They were on time and extremely useful and efficient.

WARNING! DO NOT USE CLUTTER. Worst handling of a storage I have ever experienced. Background: My daughter attends college in Boston, about 4 hrs from NYC. We stored her items with Clutter at the beginning of the summer while she did a study abroad. Clutter happily collected my monthly fee to store her items. The end of the summer came, and we wanted to pick up the items. That's when the problems began. You can either pay $300 (minimum) to get your items delivered OR pay $50 to pick them up yourself. The hitch? They only allow pickup on certain days of the week and only during certain hours. You have to make an appt to pick up your items, and they put you on a waitlist. Colleges expect you to be present for the first day of classes, but NOT clutter! I rented a van to drop my daughter at college and pick up her items along the way. I was told that if I went to the warehouse to ask for the belongings, it would be considered 'harassment' of the warehouse staff. I didn't mind to pay and have the items delivered, but delivery dates offered were an entire MONTH later. Clutter repeatedly cancelled the scheduled pickup appt. I called the company every day for a week, trying to speak to a manager. Apparently, they use a call center in India, so due to time zone differences, there was never a manager during regular US hours. Every single time I was told that a manager was not on duty, but would call me back within 24 hrs. I never got a call back. Mind you, they still charged me for another month of rent, even though they would not allow me to come and get her belongings. Her items were held hostage for a week!. She had to sleep on the couch in her dorm with no sheets, just a towel, because everything else was packed up. After a week, we were given an appt to come pick up her belongings. So I get her moved in and figured I would complain to get reimbursement for some of the fees. They had the nerve to say that the fine print on the contract says it is storage that is handled first-come, first-served, and would not provide me with any type of compensation. They basically said it was my fault I decided to go with them, and next time I needed to make a reservation with them earlier, AS IF I WOULD EVER USE THEM AGAIN. I had to waste extra money on a higher-priced weekend van rental, request addl days off from work, and deal with crappy customer service. Keep your money, run far away from Clutter.

Very pissed off the services from clutter and not a good company
I would give zero star

The movers that showed up were great! The problem I had with Clutter is they use “offshore” customer service with thick accents and they are very difficult to understand. The clutter website was not working properly when trying to close out my account. I have been speaking with offshore agents for two days and no one has transferred me to a manager or explained why the system is not sending me my final documents. And in the meanwhile, clutter charged my card 3 times for a the service when I have not even been able to agree on my billing.

Clutter advertises that “your first pickup to move items into storage and final delivery to move items out of storage is included for free with every storage plan.” I relied on that when I signed up. My final return took ~10 minutes, yet I was charged a mandatory $177 “service fee” —despite the “free” promise.

They hide behind their fine print terms of service, but their website and marketing all advertise FREE with no qualifiers. It's only when you ask for the return that they charge you and say "oh no, only labor is FREE".

This reads like a classic junk fee. California’s consumer laws are meant to stop exactly this kind of pricing. Shut them down.

They were very professional and handled all my items with care. They also worked as quickly as possible so I didn’t have to pay more than necessary for labor.

The ease of scheduling, having movers to help, storage is measured and flexible to add

Good communication, prompt and efficient service.

I was promised that the delivery would be covered by the $234 that I had already paid. I couldn't get a three hour delivery window until the last minute. 7am to 3pm was the window. I tried Chat on Monday, a holiday, waited for hours in line and was then cut off.
The next morning, I got up early and was ready to show up at the new storage unit when a customer service rep called, wanted to put me on hold, wanted to call back. All of which made me late for the 7am delivery. By the time I got to the storage area, Clutter had left. I called back to try to resolve the issue and get the delivery time. I was given a new delivery time. The driver was great, Ross. The problem is that now Clutter is breaking their word and trying to charge me for the delivery. This delivery was due to the customer service rep holding me up, making me late for the first appointment. In addition, one of my boxes (of valuable clothing) is missing.

The WORST SERVICE I have ever experienced. I have never written a review in my life, but this absolutely justified it. Last year, they smashed my TV while it was in storage and gave me essentially nothing to compensate. However, as a USC alum, I decided to support and use the service again. This time, they held my items while I moved into a new home.

The date for Clutter to return my items to my new, empty home was made weeks in advance - September 3rd. The delivery window was then confirmed late the night before - 7am-10am. After taking work off and planning essentially my entire week around this major event, I received a text message at 7:11am - DURING THE WINDOW they were supposed to be delivering my goods - CANCELING my appointment with no explanation.

I immediately called the customer service team, and ended up on the worst phone call of my life for over ONE HOUR. A call center answered the phone and spoke to me - never once offering any resolution. After 30 minutes on the phone, expressing that I am in an empty home, in need of my things today as planned, the lady told me that all she could do was reschedule my appointment for September 12th - 9 DAYS LATER (in an empty home). I then asked to speak to a manager. She put me on hold for 15 minutes, and came back to tell me that there are no managers available for the next 24-72 HOURS. I told her that I need my items today, not a call back in 3 days!

I was ASTONISHED by how TERRIBLE the phone call went, so I asked if it was recorded - she told me yes, so I asked if I could gain access to the recording. To this, she told me no. I was surprised and annoyed that they were recording me, but were unable to distribute my own voice recording back to me. I wanted to make sure that every manager and executive at the company listens to that phone call and my problems, and understands how BROKEN and TERRIBLE their customer service is at the company.

Cannot believe I went through this entire experience with ZERO resolutions or compromises even suggested. UNACCEPTABLE.

Very easy to book, efficient and decent pricing.

The movers were great! There was a few scratches and the staircase got a little damaged but that’s something clutter could fix, give all of your guys the over the shoulder carrying blankets for the washer and dryer.
The process overall wasn’t too bad and I’m hoping the process to get our stuff back when we need it isn’t like the reviews are saying

I am putting one start because there's no option for 0. Clutter has denied me access to my own items - even on my own account (of me going and picking them up) for 30+ days due to "availability". Customer service has decided not to answer my calls, close the phone on my face and put me for long delays for 45min of waiting just to close the line after.

The items I have stored with them are necessities (including bedsheets, kitchenware, etc.) and they have caused not only an incredible cost on me to schedule third party movers to come, but also my need to re-buy all those things as they wont be available to me for many days/weeks.

This is possibly the worst customer experience I have ever had. I never ask for unreasonable requests and also proposed to pay extra fees to get access to my things but nothing worked. It is truly depressing.

Anthony and Emmanuel were very efficient even though they were dealing with tech issues and an injury.

Furious with the clutter company. Movers are amazing. But the customer service is awful and I’m extremely upset. I filed a claim.

We will not be paying for any after hours. The company purposely causes delays and makes mistakes so you end up paying for more time that they needed. I will make sure of that everything that happened and any delay that happened was because of Clutter and how unorganized they are. This is all of Clutter’s fault and it was not the Movers’s fault. It was the organization and the supervisor and whoever managed the team. I will also make point that your customer service is horrible. I could not understand half the people I spoke to. It sounded like they were in a different country and I couldn’t even understand them.

We had multiple delays because they showed up with not enough boxes and moving supplies. They knew how many rooms and how big the house was and they expected only two movers to move everything. This happened both days. We paid for two days and clutter tried to tell the movers to cut short and leave without packing half the items. Beds, tables etc. they told the movers to just leave.

The movers felt horrible and would not leave us because we had to move that day.

It was so poorly organized and the customer service was horrible. Extremely rude.

do not use clutter. please. literally use any other service except for this one. i'm making an account here specifically to discourage people from using clutter.

i'm an international college student and had some items in storage over the 3 month summer break. my items were stored in 6 duffel bags, so not much - it only took up around 15% of my 5' x 5' plan. also for some reason they took it to their storage facility that was over an hour away when i live about 20 minutes away from another one of their facilities.

then when it was time to get my items out of storage, there were no delivery dates OR pick-up dates until 2 weeks after i needed my items out of storage. they literally hold your items hostage. you can't even go and pick them up from the storage facility on your own terms. the waitlist never clears either so now i'm going to have to buy temporary replacements for some of my items while they keep my duffels hostage.

another incredibly stupid and frustrating part about taking your items out of storage is that they don't let you see available dates for either pick-up or delivery at the same time. as in, you have to select the service you want BEFORE you can see the available dates. this led me to be on the waitlist for delivery before deciding to cancel my appointment to see if there were any earlier dates available for pick-up, and then realising that there were no earlier dates meaning i had just given up my position on the waitlist for no reason. asked customer service over phone and chat to see if they could tell me what dates were available for pick-up (since i was on the waitlist for delivery) and they said they couldn't tell. basically, the customer service people can see exactly what the user can see on their own account, essentially making them completely useless.

i contacted customer service via their chat function AND via phone, and they were extremely unhelpful and offered no solution or compromise whatsoever.

for any other people with international phone numbers (like so many people have, especially international college students like myself), clutter doesn't allow you to attach it to your account so instead i had to ask a friend to be the main point of contact for all of my appointments. i also spoke to customer service about this and again, they did absolutely nothing.

this is quite the ramble, but in conclusion, DO NOT USE CLUTTER. i've never seen a storage place that holds your items hostage like they do. and honestly, i have 6 things in storage, so if they wanted to actually help me out by letting me pick up my items they could. clutter says that they value their customers, but clearly they don't. i will not be using this service again and will be actively discouraging people from using it.

Great experience with very clear pricing, terms and an excellent team that handled the packaging and pickup.