Complaints

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:08/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Clutter has taken my items to storage and in booking this service told me I would be able to get my items back within 48 hours of item collection. They do not let you book a return appointment until they already have their items and when I went to book the return of my items they don’t have any available return times prior to what would be a second month of storage costs so I am effectively going to be forced into a second month of storage costs and without my items for over a month when I just needed temporary storage to facilitate a move. They have all of my personal belongings and will not disclose where the storage facility is that they are being held at. They said if I want to pick the items up myself that I need to cancel my current appointment and that only one appointment per day is available for customers to self remove items from storage and they can not tell me the earliest appointment without me canceling my current appointment. Their customer service is completely unable to assist with managing appointments at all and while I have signed up to be on a waitlist for earlier delivery they can tell me nothing about how many people are on the waitlist or what to expect. I just want my belongings back and it feels like a scam to force people into additional storage time. When I look at their availability for moving services they have availability we’ll in advance of what I am being told is available for moving of my items.

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A final delivery date of 08/12/2025 was agreed upon to complete the moving services Clutter was hired for. I was charged $389.00 plus $25.00 dollars for the pick up and delivery of my items. On the date of pick up, they were late, disorganized and were careless with my items while getting them loaded into the van. I am unable to confirm if their actions caused any harm because my items ate yet to be delivered.
  
  On the agreed final delivery date of 08/12/2025, the original appointment was scheduled for 7:30 AM - 10:30 AM. Clutter failed to show up and instead at 1:27 PM i received a text message that my appointment would not be fulfilled and my new appointment date is now 08/22/2025. This will now be 22 days after the originally expected date and Clutter wants to charge for an additional month ($414.00) of "storage". It wasn't until I mentioned to them that I was not going to be paying for their mistake they offered to make a "good will gesture" and not bill me for them having to hold on to my items longer than agreed upon.
  
  Customer service is absolutely terrible and they have no escalation path. I requested an urgent call back and have not yet received any follow up. This entire service has been terrible from start to finish and adding on additional charges to employees is terrible practice when the error must be caught by the customer to ensure they do not over bill.

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  June-8 2025 we booked the move out and pick up for my daughters items. Clutter arrived however, when they started packing up the truck, they informed my daughter that she was the second pick up of the day and they wouldnt have room for all of her stuff because the first pick up of the day had too much stuff. This was 2 days before her apartment lease was up. The movers told my daughter she had to choose at least 6 items to not send in the truck because they didnt have room (we FaceTimed with her and there was plenty of room left in the truck). The movers shoved things in and broke an item. They came to pick up the items in the afternoon. They told us it was impossible to get another truck that day but if we waited and called clutter that they might be able to get another truck sometime in the next 2 weeks or so but they couldnt guarantee it. We tried to call everyone including managers, customer service etc and spent HOURS on the phone trying to deal with it. All the customer service representatives were in ***** and couldnt get in touch with anyone but told us a manager would call us back in 48 hours (they never did call). My husband ended up driving down to her apartment to pick up the remaining 10 items they couldnt fit in the truck and we stored them at August 7, 2025 Clutter LOST 6 items (because apparently they dont store each persons stuff in their own storage unit but in a bulk warehouse ). I called customer service who told me that her items were put lost, but were misplaced somewhere in their warehouse and they might be found at some point. This is when we found out that Clutter doesnt store items in your own personal storage unit like we were told and paid for. Clutter LOST my daughters 85 inch 6 drawer HUGE dresser. They LOST the glass shelves for her 72 inch entertainment center. They LOST 5 large boxes including all of her decor items, her kitchen items, her large indoor kitchen grill, her panini maker, and her bathroom items.

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Clutter Moving & Storage was scheduled to come to my apartment on June 29th to move all of my belongings into storage. Upon arrival, they told me they could not move my air conditioner, even though I called customer service twice specifically asking about the *** The movers said, ***************** has no idea what's going on," and "the ** would've had to be drained 24 hours in advance." I said that's frustrating considering I did my due diligence and no one thought to tell me this, but fine. They said they were headed downstairs to grab the packing materials and would be back up shortly. 40 minutes later, they were still nowhere to be found. I went downstairs to make sure everything was okay. They were hanging out on the sidewalk in front of my building. I asked what was going on, and they said the elevator was small, and they didn't feel safe moving everything in my apartment. I asked them what exactly made them feel unsafe my apartment is tiny, I don't even have a sofa. The only heavy items are the bed (which can be broken apart) and the dresser. I told them if they're worried about the dresser, then let's leave it in my apartment. That's when one of the movers said, "Honestly, I didn't get any sleep last night and am running on E." I said, "What if I got the super to help you?" He basically shrugged, at which point I started crying. I said, "Let's at least start moving the clothing. I have to be out of here by tonight." Then he said, "I technically don't have to do anything if I feel unsafe," this was said as a threat. I called customer service, who did not listen to the facts or anything I had to say. After 1.5 hours of sitting on my sidewalk, Clutter drove off and charged me a $200 cancellation fee. Clutter said they could not refund me this cancellation fee due to the nature of the interaction with our team. The two movers from Zero Max Moving who ultimately moved my items into storage did a seamless job and used the elevator.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Being a victim of domestic violence and as advised by the District Attorney of ** to relocate quickly, it’s a shame that Clutter does not support providing services to help families of domestic violence in desperate need of relocation.
  
  Discriminating against victims of domestic violence by refusing to provide this service it’s illegal and to do so 48 hours before a scheduled move is unacceptable.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Clutter provides moving and storage services. I paid for a full service move, in which Clutter packed all of my property. Clutter failed to inventory a box full of $1800+ of kitchen goods, and as a result lost this box. When flagged for their attention they have failed to provide any resolution. Their records show they have returned my property, which is due to their failure to properly record my property and is not at all true.
  
  Clutter customer service also misrepresented the package I purchased and resulted in several small ancillary fees being required for me to receive the service represented as having been all included.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After using Clutter in 2017 with success, I chose to use Clutter for a move from Philadelphia to storage in May 2024 again with an unknown move date and location. I was told by Clutter that they shipped and moved nationwide upon signing up for their service, despite the fact that their storage fees were elevated to factor in the eventual move. In June my items were moved to storage and damaged in the process, in addition to only one of the two movers participating in the moving process due to illness, making the move longer than estimated. I filed a claim to get reimbursed for property damage and a break on the moving cost due to one of the movers not participating ad prolonging the process by hours. Clutter denied my claim for property damage (around $200 dollars) and credited me $75 for the mover, much less than my out of pocket expense. In January 2025, I found a new home to move my items and was told by Clutter that my new address (a suburb of DC) was outside their coverage area and I would need to hire a third party mover. They at no point provided a map or indication of their coverage area since I began business in May 2024. I wasn't expecting this expense and was forced to hire a third-party mover for $2400 (this move is pending) and started the pickup process of my items with Clutter. During the process, Clutter proceeded to charge me hidden fees - a "staging fee" of $359, a full months rent of another $328 (I was told this wouldnt be prorated until escalation) and a time limit of 1 hr to pick up my items. After speaking with my thirdparty moving company about the ordeal, I decided to file a claim against Clutter for bad business practices and customer exploitation. The lack of a defined coverage area, elevated storage costs, and hidden fees were not disclosed to me upon signing a contract in May, and had I known this information, I would not have used their business. I believe this is predatory behavior by yet another corporation.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 storage company lost 2 of my chairs, they stated they were delayed. Since December 4, 2024 they have been giving me the runaround. I filed a claim they denied. I never received the delayed items nor was I compensated.

• Initial Complaint

  Date:10/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 charged a 100 dollar cancellation fee for not cancelling within 24 hours. The company went out of its way to charge me. I was not registered and had to register completely in order to cancel. As per the picture the order is still sitting in the cart. Which is what was seen the entire time I tried to contact them. I signed no contract and they never even told me where the items would be held

• Initial Complaint

  Date:08/28/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 had a contract for Clutter move me from my old house to my new house on 8/18/23. The contract stated 4 movers and 2 trucks at a rate of $300 per hour. The movers showed up with one truck only, I was assured this would be sufficient. 6.5 hours later I was told a few items werent able to fit on the truck. This included my Sectional couch, a smaller sofa, dining room table, and a 65 and 75 tvs, and a large dresser. I was informed by the movers that they might be able to get a crew and a truck out to finish the job within a week. By the time they arrived at my new house, it had been 7 hours. I told them to just put everything in the garage, because no way was I paying for another 3-4 hours to watch their incompetence. I was billed just under $2200 for 7.5 hours. I was moving from an **** sq. foot townhouse, I didnt have that much stuff. We had everything labeled move or dont move. They bubble wrapped things from the dont move section(ie a broken wicker basket) but put no protection on a glass cabinet, which ended up with all the glass broken. I ended up having to rent another truck, hire kids from my business, and have another whole day of moving. The Clutter movers lost hardware to a desk, and other pieces as well.