Complaints

This profile includes complaints for Clutter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  
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  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used Clutter on 5/14/2025 to move my belongings into storage and initially requested sofa disposal based on a $50 quote listed on their website. However, upon receiving the documents, I was quoted $286 insteada significant and misleading price change. I then declined the disposal, kept the sofa, and were advised by the movers not to sign the paperwork until Clutter removed the item from the disposal inventory. Despite this, Clutter later refused to remove the sofa from your inventory and insisted it be added to storageeven though they never took possession of itapparently so they could charge you more for upgraded storage. I sent them photographic evidence that they did not have the item in their possession. They attempted to get me to dispose of the sofa using their services, which...why? **************** has repeatedly refused to resolve the issue in a timely fashion, citing vague policy reasons.

  Business Response

  Date: 05/28/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  On May 14, 2025, Clutter serviced the initial pickup of the customers items, and the same day a disposal appointment was scheduled. 
  The lack of authorization for the disposal order canceled this disposal, which means that the item came back to be part of the inventory. However, the customer mentioned that a sofa that wasnt picked up was added to the inventory as well. But there isnt any sofa within the customers inventory.
  
  Regarding the disposal charges breakdown, there is a $50 flat fee, which means from that point, your item would be billed for a Size-Based Fee of $3.50. Disposal fees are communicated upon booking the order via the online account portal. 
  What the customer saw as an estimation was not referring to the disposal appointment, rather it referred to the cost of the Onboarding and the cost of the storage plan; however, those were estimated charges that wouldnt necessarily meet the amount charged once the actual service took place.
  Upon reviewing our records, we have found that the customer has not filed a formal claim through our resolution process.
  

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 14th, 2025 I had an appointment to get my stuff picked up and stored but they cancelled my reservation the day of and charged me $200. I filed 3 claims which they responded to one stating they had called my number and I did not answer but I had never recieved a call and explained this to the company. I called the company telling them I want to disbut my charge becasue they got my number wrong and called the wrong number. The lady over the phone said she would email me how to go forward with my claim to get my money back but never sent the email over and I also asked to see if the truck could come back being that I was still withing my 10:30-1:30 time frame and it was only 12, she advised me she would call me back but never did so and it is now 2: 10. So unreliable and will never be using this company again I am still trying to talk to someone so I can get a refund. I also emailed them 1 hour prior to make sure they are still coming because I was supposed to recieve a tracking information so I am allowed to see where the truck is. the email I attatched and it states they are on lunch break and will me notifying me when they arrive. This never happened.

  Business Response

  Date: 05/22/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.

  
  Regarding a service appointment scheduled for May 14, 2025. We understand the customer's concern regarding the cancellation fee assessed.

  
  The scheduled onboarding appointment for May 14, 2025, was unfortunately canceled on the same day. Our records indicate that our moving team attempted to contact the customer upon arrival at the designated location but were unable to reach them.

  
  Our company policy, which is readily available and communicated to customers, outlines the fees associated with cancellations or reschedules made within 48 hours of the scheduled appointment. Specifically, same-day cancellations, such as the one in this instance, incur a fee of 50% of the total appointment cost or $200, whichever is greater. This fee is implemented to compensate our moving team for their time and travel expenses.

  
  We have carefully reviewed the customer's claim. To ensure customer satisfaction and as a service courtesy, we have fully refunded the $200 cancellation fee.

  
  We value our customers and strive to provide transparent and fair service. We believe the refund of the cancellation fee resolves the customer's concern. We remain available to address any further questions or concerns the customer may have.
  

  
  

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 2nd 2025 I was charged $729.08 in overage labor fees. I hired Clutter for packing and storage, and the experience was a disaster. Their packers clearly lacked basic training. They dumped my belongings into boxes with no protection including glassware, electronics, and fragile items. Many boxes were overfilled and crushed. No items were wrapped, boxed furniture was unprotected, and nothing was labeled or photographed, despite that being a core feature Clutter advertises.Because of their disorganization and inexperience, they took five hours longer than estimated time I was charged for but that extra time was spent doing damage, not careful packing. I was physically unable to intervene due to disability (I live with long COVID and have ADA-covered energy limitations and cognitive dysfunction). I relied on Clutters promises that boxes would be labeled and photo-catalogued so I could request essentials later but none of that happened.I have now been waiting 11+ days for any kind of resolution and keep getting well get back to you soon emails with no action. I cannot access my basic belongings in their storage because all the boxes are unlabeled (and they are threatening to charge me even more to go through each individual box to find out what is there) This has caused both financial harm and direct physical health consequences. One also can't help but think they do this deliberately in order to charge people more. I literally watched on guy take 25 mins to put an airfryer into its original box!!! I am requesting a full refund for the packing labor, acknowledgment of the failure to deliver the service promised, and compensation for damages.

  Business Response

  Date: 05/22/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.

  
  Following a thorough review of the customer's experience, including their onboarding appointment on May 2, 2025, and subsequent claim submitted on May 5, 2025, we have determined that the claim was appropriately denied. The supporting evidence provided with the claim, specifically the photographs, depicted the items as well-organized and the boxes in undamaged condition. This did not align with the reported dissatisfaction expressed in the claim.

  
  We also acknowledge the customer's return on May 20, 2025. We would like to reiterate that for any claims of damaged items, it is essential to submit a formal item claim accompanied by photographic evidence of the damage. This documentation is crucial for a proper assessment of the situation and determination of any applicable compensation, per our established procedures.

  
  We are committed to resolving this matter fairly and efficiently. Should the customer wish to pursue a claim for damaged items from the May 20, 2025, return, we are readily available to provide guidance on the item claim submission process. Please do not hesitate to contact us for assistance.

  
  We appreciate the customer's understanding and cooperation in this matter.
  

  
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 
  

  I am rejecting this response because I have attached the photos of the boxes in question. Do these look like well packed boxes by professional movers to you? Or do they look like someone just dumped the contents of a drawer into a box with no careful wrapping or protection of the items therein?

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The disputed chargesincluding the thousands of dollars charged to my credit card and the approximately $3,000 purportedly outstandingare the direct result of misrepresentations made by Clutters agents on May 21, 2023, as well as the companys subsequent failure to resolve the issue despite repeated notifications and outreach on my part.On May 21, 2023, Clutter movers came to retrieve my belongings and measured each item before loading. I had reserved a 5x10 storage space, and the movers confirmed at the time that my belongings fit within that size. We even discarded some items to ensure the fit. I relied on their confirmation, which Clutter has never disputed. Yet after taking possession of my itemswhen I no longer had accessClutter suddenly claimed that they required a 10x10 space and began charging me for a 10x10 space without my consent. Clutter has already charged my credit card for thousands of dollars in unauthorized storage fees and exorbitant late penaltiesnone of which were agreed to, supported by a valid contract or otherwise lawful.Importantly, I never signed any written agreement authorizing these charges, providing for Clutters unilateral changes to the storage dimensions represented by its agents or permitting the company to auction or dispose of my items. As such, Clutter has no legal basis for its actions.Over the past year, I have contacted Clutter dozens of times and submitted multiple claims through your internal resolution process. I also sought intervention from the Better Business Bureau, which proposed a simple resolution: that Clutter remove an item from storage to ensure (even under Clutters highly discretionary measurements) that the remaining items fit the 5x10 space. I followed up repeatedly to implement this adjustmentClutter never responded, and no accommodation was made. (Notably, the Bureau seems to have revoked the companys accreditation.)

  Business Response

  Date: 05/13/2025

  
  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  Clutter serviced the initial pickup of the customers items on May 21, 2023. ********************** wrapped, packed, and stored in approximately 212 cubic feet (CuFt). The customers account was placed accordingly in a 10x10 storage plan as the number of items exceeded the initial estimated 5x10 storage plan. 
  
  On May 21, 2023, Clutter sent a text message during the appointment informing that the storage will be upgraded to a 10x10 storage plan as items exceeded the capacity of a 5x10 storage plan. Clutter communicated the new monthly storage rate of $275, informing the customer of the updated pricing. 
  
  On May 22, 2023, Clutter communicated via email that the customer may book a return appointment to downsize their account to a 5x10. The customer proceeded to file an issue claim on May 21, 2023, which was reviewed by our Trust and ****************** To assist with downsizing your account, ********************** offered $95 to cover a partial disposal of your items at your choosing, to reduce the CuFT stored in the account.
  
  No disposal appointment was booked by the customer, and claim ******** was closed without pay as it was not accepted within 30 days of approval. 
  
  Late fees are a valid charge if the monthly payment is passed due. The account will be charged late fees for invoices that are 7 days past due. Once the account is delinquent for 45+ days, a $50 fee is charged. Please see our Terms of Service below. 
  
  Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account. 
  
  *****************************************************;
  Currently, Clutter is in communication with the customer to provide a discounted offer to return all items to the customer. As of May 13, 2025, the customer has not replied to our good-faith offer. Clutter will continue to monitor and work with the customer as needed. 
  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23288979
  
  I am rejecting this response because:

  In response to the texts message I received on the day of the move, I removed items to ENSURE that my items fit within the 5x10 space I reserved. Clutter's movers THEN measured and confirmed that they fit before taking custody.

  As I explain in my letter, I reached out SEVERAL TIMES to remove an item once I received BBB's resolution proposal. I received no response from Clutter.

  Clutter is simply wrong on the facts and has no defense.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/22/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.

  
  Our records indicate that the customer initially reserved a *************************** unit. However, upon the onboarding pickup on May 21, 2023, the volume of stored items exceeded the 200 cubic foot capacity of the 5x10 unit. To ensure proper storage and prevent potential damage to belongings, the unit was upgraded to a 10x10. This adjustment was based on the actual measured volume of ****** cubic feet, ensuring adequate space for all items.

  
  To maintain transparency, we previously provided the customer with access to their account portal where all agreements, charges, and related information are readily available. We also offered a one-time courtesy credit of $95 towards the first month's rent difference resulting from the upgrade. Furthermore, we explored options with the customer to potentially reduce ********************** costs, including the disposal or removal of items.

  
  As per the clutter terms of service:
  
  You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred. You will pay any applicable taxes, if any, relating to any such purchases, transactions, or other monetary transaction interactions. In the event of insufficient funds or declined payments, we will make repeated attempts to charge the Payment Method. At our discretion, we may charge the Payment Method with a reasonable hold amount or non-refundable deposit in advance of any appointments booked through your Clutter Account. Any amounts not paid within five (5) days when due may be subject to late fees.

  
  *****************************************************;

  
  Regarding the claim received on May 5, 2025, which included time-sensitive legal documentation, our team conducted a thorough review. 

  
  In an effort to reach a mutually agreeable resolution, our ********************** has authorized a pay-to-vacate offer of $1,150 to settle the outstanding balance.

  
  We understand that changes in storage plans and associated costs can be concerning. We are committed to transparent pricing and fair resolutions.
  

  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23288979
  
  I am rejecting this response because Clutter is ignoring the relevant facts and law. They have obtained a windfall by defrauding me and taking money from my credit card without my authorization. 

  Please have a BBB representative call me to discuss next steps. Thank you.
  
  Sincerely,
  
  **** ****** - ************

   

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March I scheduled moving and storage services to empty an apartment for a renovation in a DC condo. I specifically told the sales person that the loading dock was small and required a 20 foot or less truck and if one would not be available I needed two weeks to secure street parking from the city. The move was scheduled Tuesday April 22. Drivers arrived with a 27 foot truck that could not enter the alley. Drivers were told by dispatch to just "double park". Illegal to block an entire street. I got on the phone with their manager Belissa who promised verbally and later in writing a small "C" truck on Thursday and promised an extra mover to expedite the move which already was delaying the contractors scheduled to arrive that day. On Wednesday, I get communication from ***** saying that a small truck would not be available for two weeks. I told her I did not have 2 weeks, the already delayed contractors were arriving the next day. I wrote it was unacceptable since the specific size truck was discussed when scheduling the original appointment. I hired other movers and rented my own storage at great expense for the move to happen 4/25. Then they charged me a $100 cancellation fee!! They were the ones unable to deliver the service within 48 hours. I should not be charged. I've repeatedly called and texted to dispute the charge for a service they could not provide when scheduled but have been unsuccessful. Note: most phone calls are directed to a call center in ***** with inaudible/unintelligible customer service **** who say they will escalate but who knows. I believe Clutter is a scam operation which promises services it cannot deliver with a bait and switch sales pitch. I advise others not to engage with this company. It cost me over a thousand dollars additional to manage this emergency move and storage myself. Beware if it sounds too good to be true it is. (I have maintained copies of all communications if necessary to support this claim.)

  Business Response

  Date: 05/07/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.

  The company acknowledges the concerns regarding the cancellation fee dispute. The customer in question had scheduled appointments for April 23 and April 24, 2025, which were subsequently canceled.

  ************* policy dictates that cancellations or rescheduling requests made within 48 hours of the scheduled appointment are subject to a $100 fee. Furthermore, same-day cancellations incur a charge of 50% of the total appointment cost, or $200, whichever is greater.

  The customer initially disputed the $100 cancellation fee. Following a review of the circumstances, the company approved the request and waived the fee as a gesture of goodwill. However, the customer also initiated a dispute with their bank concerning the same charge. Due to this external dispute, the cancellation fee was re-billed, as it represented a valid charge according to the company's policy at the time of the cancellation.

  
  The company confirms that the disputed charge was refunded to the customer on May 6.
  

  
  

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started storing with MakeSpace in December 2019. My Aunt was planning on renting her apartment and moving to *******, and I was looking for a place to store her items until she returned. I stored at least 87 items, roughly 70 of them being medium and large ******** Feburary 2022, MakeSpace was sold to Clutter. My monthly bill increased without notice. I noticed that alot of my items got new images in the dashboard -- they look as if they were tossed around and were damaged by water.I had my final delivery in December 2023. At the time of delivery, there were immediate issues -- a mattress, a box spring, and a larger TV box were missing. I was told at that time Clutter could not find my items because "they were being stored in different places". They ultimately only found the mattress and when delivered, the mattress was in awful condition. The mattress bag was ripped in various places and mattress was exposed and dirty. I had to throw it away. Over time I would realize that many items and boxes were missing.Last week (14 months after my final delivery) Clutter notified me that a box of mine had been found. A box containing my aunts glass table panels was delivered, the largest glass panel was smashed. They also charged me $9 for "gas" after promising a free delivery. I ended up filling a claim for lost items and damages. They told me I could not claim damages for any items because "I packed my boxes" -- despite clear water damage on pictures they took during the merger. I was only offered $421 for over 15 missing boxes and bins, filled with clothes, shoes, handbags, coats, and family heirlooms. I got no reimbursment for the 48 monthly payments of $400 I made for items that were not stored as *********** not store your items with Clutter. They are wreckless with your items and take no accountablity when they lost or damage them -- which they will inevitably do.

  Business Response

  Date: 05/07/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  

  Clutter has completed a thorough review of the customer's claims, including a detailed evaluation of the circumstances surrounding their return and subsequent filings. The final return of stored items was executed on December 9, 2023. Following this, the customer submitted two claims for lost items on April 17, 2025, and a separate claim for damaged items on April 22, 2025.

  
  Our investigation into these claims yielded the following results:

  
  Lost Item Claim 1: This claim was approved, and the customer received compensation for $421.
  Lost Item Claim 2: This claim was denied after we confirmed that the item in question had been successfully returned to the customer.
  Damaged Item Claim: This claim was subject to careful evaluation in accordance with our established policies. As the items in question were packed by the owner, the claim falls under the purview of our Limited Security Warranty. This warranty explicitly states:

  "Under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed, and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage."

  
  ***************************************************************************;

  
  Due to the items being packed by the customer, we were unable to independently verify their condition at the time of packing. Clutter adheres to specific packing standards designed to mitigate the risk of damage during storage and transit. However, we cannot guarantee adherence to these standards when items are packed externally.

  
  These policies and our comprehensive terms and conditions are in place to ensure transparency, consistency, and equitable handling of all customer claims. A detailed explanation of the above findings and relevant policy information was provided to the customer.
  

  
  

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i AM 85 EARS OLD. HIRED CLUTTER TO PACK AND STORE ITEMS FORM APT. 915 AS WAS LEAVING COUNTRY. IN AUGUST 31, 1014. WITHOUT ADVANCE NOTICE EFT OVER 4999 WORTH O VITMAINS COSMETICS AND CLEANING ITEMS AND TOOS WHICH i LOST. WERE TO DELIVER MY ITEMS UPON MY RETURN ON oCTOBER 1, 2024M TO MY NEW APARTMENT, FAUKED TI HEKO RUGGT AWAY-- SAID ITEMS WUOD BE PACKED ACCORDING TO ROOM GATHERED FROM,INSTEAD WERE IN NUMBERED BOXES AND I COULD NOT TELL WHAT THEY CONTAINEKEPT BEING RERERED TO THEIR WEBSITE AND PCITURE WERE OF TIMY ITEMS COULD HARDLY SEETHE THEY REFUSED TO GIVE ME STORAGE PLACE SO THAT I COULD SEE AND SELECT ITEMS TO BE DELIVERED. INSTEAD DELIVERED WRONG ITEMS AND CHARGED ME 200 FOR EACH DELIVERY-- I WAS NOT ADVISED OF SUCH CHARGES,, ALL THEIR EMPLOYEES CARED ABOUT WAS TO GET A GOOD REVIEW WITHOUT GIVING ANY HELP. FINALLY I SAID SELL MY GOOD AND PAY FOR ONE STORAGE MONTH-- AS I WAS PAYING THEM STORAGE-- AND PAID THEM A TOTAL OF ABOUT ****************** AND COUD PAY NO MORE AND SAID SELL MY THINGS TAKE ONE ORE MONT OF RENT AND REFUND THE REST, THEY REFUSED TO REFUND-- SO IN EFFECT STOLE ABOUT ****** DOLLARS OF MY BELONGINGS-- 500 BOOKS EXPENSIVE ONES, COSMTIC GADGES OF THOUSANDS OF DOLLARS, ALL MY KITECHN UTENTSIS AND GADGETS, CLEANING EQUIPENT AND COTHING AND OFFICE ITES LAPTOPS, PTINETER SHREDDER AND ALL MY KITCHE UTENSLS AND PAPAERS AND STATIONARY AND ORE POSSIBLY EVEN SOME JEWELRY. THEY HAVE REFUSED TO SETTLE DESPITE MANY ATTEPTS IT WAS THE MOST HORRIBLE EXPERIENCE I HAVE EVER HAD OF DISREGADING THE CUSTOMER[S WISHES OUT OF 67 BOXES THEY ONLY RETURN ABOUT 14--- THIS HAS TO BE COMPENSATED . THANK YOU FOR YOUR HELP.

  Business Response

  Date: 05/03/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  On October 8, 2024, multiple claims for lost items were filed on the customer's account. Each claim was thoroughly reviewed and processed, and the respective outcomes can be accessed via the customer's account portal.

  For items that were not deemed lost and remain in storage, an appointment can be scheduled to facilitate their return. Additionally, to assist in identifying stored items, we conducted a free reshoot of item pictures on October 3, 2024, allowing for better visibility into boxes that previously lacked interior images.

  We can confirm that no items were sold or disposed of under this account. Every item that was not yet delivered remains safely in storage and is available for return as requested.

  We appreciate the customer's patience and are committed to assisting in resolving any outstanding concerns. Should any further clarification be needed, we remain available to provide support.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed in February 2025, that I can change my billing date. I was told that I would need to pay the current charges, which I did in order to modify the due date. It was not changed for March of 2025 nor April of **********, I was told that it is an extra fee to change my billing date, which was never told to me.

  Business Response

  Date: 04/22/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  Following pickup appointments on April 13th and 14th the customer filed a claim on April 15th with ********************** to raise concerns for how his items were photographed by Clutter movers. Clutter movers photograph items they pack and move into storage to create a virtual inventory that customers can manage and view through their online account portal.
  

  The customer reached out to us in February 2025 regarding a request to change their billing date. After reviewing the case, we would like to clarify that there is no extra fee associated with changing the billing date. The amount the customer needed to pay at the time corresponded to their monthly rate based on the size of the plan they have with us, as is standard for all of our customers.

  Upon receiving the payment for the current charges, we successfully updated the billing date from the 16th of each month to the 1st of the month, as requested. This change was implemented as per the customer's preference and at no additional cost.
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23208654
  
  I am rejecting this response because:
  "Following pickup appointments on April 13th and 14th the customer filed a claim on April 15th with ********************** to raise concerns for how his items were photographed by Clutter movers. Clutter movers photograph items they pack and move into storage to create a virtual inventory that customers can manage and view through their online account portal.
  
  The customer reached out to us in February 2025 regarding a request to change their billing date. After reviewing the case, we would like to clarify that there is no extra fee associated with changing the billing date. The amount the customer needed to pay at the time corresponded to their monthly rate based on the size of the plan they have with us, as is standard for all of our customers.
  Upon receiving the payment for the current charges, we successfully updated the billing date from the 16th of each month to the 1st of the month, as requested. This change was implemented as per the customer's preference and at no additional cost."

  I believe the business is combining customers information because I have never, via chat nor phone, complained about photos of my belongings. I am not a male either. I only requested a change in due date without a charge. 

  If the company were to review the chat sessions and phone calls, they would know why I filed a complaint in the first place. I am requesting a return in late fees for April 2025 that I paid on April 1st, 2025, since the change in due date was not modified until recently. 

  Sincerely,
  
  Tartaneisura ******

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,Im filing a complaint against Clutter Moving & Storage for misleading advertising, miscommunication, and ongoing ********* February, I chose Clutter based on their advertised ability to pick up, store, and ship items. As an active-duty military member relocating, this seemed like an easy solution. However, after my suitcase and two military bags were picked up, I was told they dont shipcontrary to their advertising. After days of confusion, I learned they could ship.I placed an order on March 18 to close my account and ship my items via ****** I was told delivery would be the next day, despite choosing four-day ground shipping. I arranged to be home, but no driver came or calledrightfully so, as I hadnt even received a tracking ********* is now March 21, and I still dont have my belongings. Meanwhile, Clutter continues charging me for storage. Ive spent $300 and have dealt with false information, fees, and unnecessary stress.I need my items to do my job. I request immediate shipment with tracking or a full refund for charges due to their delays.

  Business Response

  Date: 03/30/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.

  On March 25, 2025, the customer opened a claim regarding missing items. Upon investigation, it was determined that ***** has possession of the items. According to the tracking information provided by *****, the items are expected to arrive on April 1, 2025. The customer may contact ***** directly for further tracking updates. The customer's claim regarding the items being lost has been denied, as information indicates they are currently en route.
  Regarding any billing discrepancies, in accordance with Clutter's processes, the customer must first file a claim with us to address those issues.

  Clutter has provided the necessary information to the customer related to his concerns. 

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stored items with this company and they did not upload the pictures that were promised from the storage facility, and they obviously lost items that I watched them move into a truck to go to storage. They are refusing to show me pictures of my items and are trying to charge me for sending photos. They are refusing to pay me for lost items and will not cooperate in their agreement for how to properly store my items. I am disputing the amount my couch cost, given that they are refusing to provide photos of the couch.

  Business Response

  Date: 03/30/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  On July 13, 2024, the customer reported damage to a couch via Item Claim. Following an investigation, Clutter was determined to be liable. Under the customer's protection plan of $1/LB, an offer of $200 was made, based on the item's weight of 200 lbs. Customer accepted this payment.

  On March 16, 2025, the customer initiated communication regarding concerns about the condition of their stored items. Clutter informed the customer that they could view their items in the inventory through their account portal.
  The customer reported an inability to view photos in their account portal. A review of our system indicated that everything was functioning correctly. Clutter-packed items are photographed up to standards, and we communicated that we can offer a reshoot service for a fee. Clutter does not open customer-packed items without custom confirmation. If the customer would like to move forward with the reshoot, they can reach out to us, and we will proceed with the reshoot request. As per Clutter's policies, reshoots have an associated fee, which was communicated to the customer.

  Per **********************'s Terms of Service, visible at ***************************************************************

  By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services, at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account.

  ********************** has provided the necessary compensation to the customer related to her concerns.
  

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23081201
  
  I am rejecting this response because: Clutter never uploaded the correct photos of the couch - there were six pillows that went with it and they are refusing to provide proof that they have the couch and all 6 pillows. They charged me $45, even though they made the mistake originally of not providing proof of all items in the warehouse. They should not be charging me for their mistake. They are refusing to refund me the $45 and won't take proper photos proving that they have all items. Additionally, the pictures they did send show that the couch is damaged. I've asked numerous times for them to provide this information and prove that the couch has not been further damaged from the original damage they made. This is a $2000+ couch and they are being extremely negligent.

  Their customer service is utterly unhelpful and whatever they are telling you is absolutely incorrect and a lie. I'm paying them to store my products properly, and it appears they either lost some of them or are just being lazy and refusing to take the proper photos. If they are unable to do so I will file a suit for them to reimburse me for the entire cost of the couch. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/10/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  On July 13, 2024, the customer reported damage to a couch via Item Claim. Following an investigation, Clutter was determined to be liable. Under the customer's protection plan of $1/LB, an offer of $200 was made, based on the item's weight of 200 lbs. Customer accepted this payment.

  
  On March 16, 2025, the customer initiated communication regarding concerns about the condition of their stored items. Clutter informed the customer that they could view their items in the inventory through their account portal.

  The customer reported an inability to view photos in their account portal. A review of our system indicated that everything was functioning correctly. Clutter-packed items are photographed up to standards, and we communicated that we can offer a reshoot service for a fee. Clutter does not open customer-packed items without custom confirmation. If the customer would like to move forward with the reshoot, they can reach out to us, and we will proceed with the reshoot request.

  
  As per Clutter's policies, reshoots have an associated fee, which was communicated to the customer.

  
  Per **********************'s Terms of Service, visible at ***************************************************************
  By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account.

  
  Clutter has provided the necessary compensation to the customer related to her concerns.