Clutter Moving & Storage

If I could do zero stars I would. Do NOT use this moving company. I placed my belongings into storage in July and then requested a small portion of my belongings approximately two months later. When the delivery people arrived, I noticed something was wrong immediately. I used a clear tape to pack my boxes, photos attached to show. When some of the boxes arrived looking like they have been altered and using a brown colored tape, I had a feeling something was wrong. Out of roughly 10 boxes, 2 had been torn opened and re-taped. The thing is, the way they tore the boxes was very unusual and deliberate. Of course there are some expensive items missing and of course Clutter tells me to go ahead and file a claim. The claims process while simple left a lot to be desired. There's not enough space to write down exactly all the details you need nor is there a way to explain if there were issues to point out - LIKE THE BOX BEING RE-TAPED USING A DIFFERENT COLOR TAPE. To me, a reasonable person would look at the photos I provided, heard my detailed account, and that should be pretty open and shut. Instead, somebody by the name of KENDALL from their Trust and Safety thought he had found the criminal mastermind, which would be me. His only concerns were - "How do I know for certain those items were inside the boxes?" followed with - "Why did it take you X amount of days to file a claim?" Not once did he shed a fraction of care or concern, at one point cutting me off telling me - "I have to let you go now. Take care." The other part that blows my mind is, at one point Kendall started to insinuate that it was odd that a videogame console and some expensive sneakers were missing. WHAT DID YOU THINK PEOPLE WOULD STEAL, KENDALL? My used socks? It was the most ridiculous experience dealing with Kendall, to the point I asked for somebody else. Enter Grace, who I genuinely cannot think of one negative thing to say about. It's not her fault, she got thrust into this third hand basically. There are some other details anybody who is currently using Clutter needs to know. The facilities are NOT climate controlled. How do I know? I had a pair of brand new white canvas Nikes. They have started to turn yellow / orange around the metal lace holes. The canvas itself is now different shades of white, more so an eggshell leaning towards jaundice. I have items that did not arrive that I requested and there's been no mention of that except - "it's in your storage unit." How? It never appeared when I requested it and the ONLY comment made is - "we found it in your storage." Found it how? Was it on the truck and they forgot? Or did somebody not even load it? Or did you find one of the other four identical items and assume it's the missing one? So to recap, the initial pickup was pleasant. The actual movers have been wonderful to deal with. It's the rest of Clutter that is absolutely not worth your time, effort or money. There has been blatant theft and they just claim they're doing an "internal investigation" and then "Clutter finds no wrong doing conducted by it's employees." So who the h*** did that in the photos?? Did I somehow manage to drive to the facilities, tear my own boxes, steal my items, then request for the boxes to then file a claim? Make it make sense. Cannot stress enough, READ THE OTHER REVIEWS. Everyones saying something along the same vein, bottom line, dishonest, deceptive company and your items are NOT safe in their possession.

I wouldn’t trust Clutter with my personal belongings again. They packed items carelessly, sometimes tossing a single piece of bubble wrap into a box with unprotected high-value objects. They broke items that are irreplaceable, then denied legitimate damage claims, and even went so far as to steal a number of items from my home. Also, if you are not watching their every move, they will put small sized items in a large box and close it up half empty, in order to maximize the amount of space it occupies and then charge you more for storage. My experience is that this is a dishonest, poorly run company. I strongly encourage people to look elsewhere for storage.

DO NOT USE THIS COMPANY they caused $1,099.58 of damage while moving my stuff out of my apartment. They beat up walls and even ripped a piece of wood off of the screen which required the whole door to be replaced. Clutter denied any responsibility despite photo evidence and signed documentation from my myself and my landlord. I ended up being out of pocket all the money which my landlord withdrew from my security deposit to pay for repairs. I was really disappointed in how Clutter handled the issue and seemed to have a strategy of delay then deny and dragged out the customer inquiry for months. 

This is THE WORST company *DO NOT USE!!!* unless you want your stuff ruined, lost, and unless you want to be charged hidden fees left and right!!!! I'm not the type of person to write Yelp reviews but if I can save you from using them, it's worth it. Clutter has completely ruined my most expensive items (you can see in the photos- my pottery barn media table is wrecked, my CB2 coffee table is destroyed, my Restoration Hardware bedframe wasn't packed properly so now there's dark spots and dirt all over it, the list goes on.) They are horrible... On top of that, they came to put all of my things into storage and the Clutter movers told me that they didn't have any tools with them because their powertools had been stollen so we needed to wait for another Clutter team to meet them so that they could get the tools they needed- I was then charged for TWO extra hours. Not only that, but I was ASSURED that I was in a 5x10 and before my Clutter team left they said everything still fits- and then I got a notification and the billing statement that they upcharged me for a 10x10. On top of all of this they changed my appointment time multiple times and weren't accommodating at all and instead, tried to charge me an additional $100 fee. After I took my stuff out of storage with them, they never delivered my art piece so that's completely lost. Honestly just the worst experience that is now going to cost me time and money to fix. I wish someone had told me not to work with them and I work in social media and I have already told influencers that I work with NOT to work with them and already convinced my friend to cancel her upcoming appointment with them so hopefully this persuades you to do the same.

I would never do busines with Clutter again. They make misleading claims, and do not honor their promises. First off, their posted sizes do not list the 4' height of your storage, which is not comparable to the 8' + heights of normal storage units. I was a customer from 2020-2023 and when I signed up I was promised a free final delivery. I was not given a total estimate before my final delivery, and was then auto charged for the appointment. When I filed a claim, the "trust" representative refused to honor the free final delivery promotion saying "Clutter's Terms of Service clearly outlines that no promotion or rate is guaranteed indefinitely." This is not listed anywhere on the website FAQ and I am still wading through the terms of service for this citation. Meanwhile free final delivery is still being offered as a current promotion on the website. Additionaly the representative acknowledges that I had even confirmed with a previous "Trust & Safetly" representative in 2022 that the promotion would be honored (when my monthly rate was being increased by 20%,) otherwise I would have closed my account at that time. Apparently promises made by "Trust & Safety" representatives can't be trusted because that did not alter the decision at all. Despite appealing, the only offer they were willing to make was a 50% credit, which feels like a further trick to get people to accept their borderline fradulent business practices. Luckily the actual movers were great, quick and efficient, and I had only boxes left, so the total was $251 + $78/1 hr.

I've noticed that a lot of these positive reviews have been written by new customers who have only dealt with the first part of their move, i.e. putting their things into storage. But the real problem with Clutter is what happens once they ALREADY have your things/money... 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... and I wish I could tell them in person where they can stick that credit.

I signed up for a storage moving service unit via Clutter.com. This is the initial offer page:[*** Link removed ***] 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: [*** Link removed ***] 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!

Clutter's website is incredibly deceptive. They don't say that their storage size is only 4 feet tall, half the industry average of 8 feet. So the storage is actually half what they're saying, or twice as expensive! Then once they had my storage, they refused to let me pick it up without signing a contract that said they could do whatever they wanted with it. Really terrible experience.

AVOID AT ALL COSTS – The only thing more stressful than dealing with Cancer treatment this year, was dealing with Clutter. They are a demolition company, not 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. 7. THEY WILL CHARGE YOU FOR THEIR MISTAKES: When they did return my things to my movers I went online and noticed that there was one item missing – my marble table. After several phone calls and several online chats with them I finally got them to schedule a second delivery of the table that was their error in not including. That delivery was cancelled the day before with no explanation. It took me another week to re-schedule another delivery which was for a week later. When the clutter movers finally got to my movers to deliver the item, I get a call from the Clutter movers saying that my movers refuse to accept it because the table has been broken in half so they will not accept an item that is destroyed. Not only did clutter try and charge me for the delivery of the item that was their fault in not delivering in the first place, but then they return the item to their warehouse to ‘store’ it, attempt to charge me for another month’s of storage for the broken item and keep harassing me on when they can deliver the item to me. I told them over the phone and on email several times they can trash the item as it is now garbage (a $6,500 table at that). My favorite part was in several of the emails from them they kept telling me they would deliver the item to me at no extra charge, as if they were doing me a favor. 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, Clutter is literally, THE WORST.

I would have never done business with this company due to there poor ratings online. I had storage with a company called CallBox Seattle. Then Clutter bought them. I wasn't informed. When I start getting billed at a higher rate from Clutter, I found out this had happened. Time passes, and I start making plans to get my items moved to LA. First, they say my items are not longer in a storage unit, so I cannot visit as they are in a warehouse somewhere. I never agreed to this, and it is horrible because I have some large items I would liquidate on craigslist that I don't want to pay moving costs on. Well, now I am forced to all or nothing. I make plans to show up to the warehouse with a Uhaul. Then when I check back to confirm, they tell me I can no longer visit the warehouse, only "professional moving companies" can do this. Shocking. So I start working with a moving company, and check back to confirm the warehouse address. Now clutter says "we no longer allow warehouse pickups, we must find another location to deliver your items". Now this is extremely suspicious, why would they go to the cost and effort to load 10x15" worth of items, about 2 tons, into a truck, just to unload it again? Allowing movers to show up at their location would save them money? Causes suspicion that they have lost or destroyed my items and are just stringing me along. So I offered to have my mover meet them at a nearby Walmart parking lot, and they counter by offering to meet at a park. My mover says that no mover will do this, so why would they pick such a location. Now, they have just gone radio silent to the email thread we had established. And they never answer the phone. After all the barriers that they have thrown up, and the amount of nightmare reviews I now read, I am doubting that they even have my items or intend to return them at all. If you hate nightmares, avoid this company. Or any company that even looks like them since they have bought up Callbox, Makespace, and perhaps others I am unaware of. It is really sad because the convenience of having an integrated mover & storage facility is a great idea. But no matter how great your idea is, you have to have some honor and treat customers well.

READ THIS and write me to SUE THOSE SCAMMERS!! I hired a lawyer specialized in consumer protection and I am looking for customers in the same kind of situation (lost or stolen items) to join a group complaint. I had the most horrible experience with Clutter/Makespace, they lost my most precious items, 15 years of my work and they are offering me 50$ in compensation And wouldn’t even explain how they can possibly loose the items if they are an enclosed storage facility. They have a nonsense contract that allows them to steal peoples belongings and not be liable for anything, and they force customers to accept these terms and conditions in order to even access their items via the app. This is illegal. This huge scam that is destroying people’s life must stop. If you are in a similar situation please contact to me on the following email adress : [email protected]

They did a wonderful job!

They did a wonderful job!

ABSOLUTELY DO NOT USE THIS COMPANY. Clutter sold me in 2.5 years ago with their shiny new startup offers - price matching, free pickup, free delivery and Amazon gift cards. Turns out, Clutter isn't too different than Uber in terms of price gouging, declining customer service (still haven't gotten a proper and satisfactory reply), murky Terms + Conditions which give them ability to raise prices whenever they want without limits and unethical (and unregulated) corporate behavior. After selling me in on free final delivery (which is also what my initial agreement, as well as the Clutter portal indicates), they are now holding my storage hostage and requiring nearly $500 + labor to retrieve my items. An increase of 68,596% (totalling near $800). Total bait and trap tactics that's more out of the playbook of Uber charging surge prices during natural disasters. Despite being a company that was founded resulting from the challenge of storage companies consistently raising rates, they've raised my storage prices 3x in 2.5 years. What was once brilliant customer service and would respond immediately has now seriously downgraded in quality to outsourcing to the Philippines, not returning emails or calls in timely manner citing "high ticket volume". And this is before I've even gotten any of my items back, which crossing fingers, because recent reviews (and friends reports) are full of reports of lost, damaged or moldy items. The Clutter CEO talks about "radical transparency", "company culture" and "customer service" which seems to be lip service, as that does not extend to consumer protection any more. Perhaps it once did, but between mergers and everything else, NO MORE. Do yourself a favor. Stick to Public Storage. Clutter might seem easier and more tech-enabled convenient, but these startups behave with zero ethics, consumer protections or advocacy and have no proven track record of quality over time. These startups aren't profitable and beholden to the investment bankers and venture capitalists to get their money back. And YOU will definitely pay for it down the line.

Great service. They were very careful with the furniture. They were efficient and effective.

It was very good. They were quick.

It was awesome! The guys came in, quickly wrapped my office furniture, loaded it in the truck got to storage unit, and quickly unloaded it. We also stayed in the time frame! Like clockwork! Will send pictures to the email.

Excellent! The team took all the stress out of moving and made it seamless! Worth every penny and will definitely hire them for my next move.

Amazing and Super efficient