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

  5601 Foster Ave Brooklyn, NY 11234-1027

  
• 

  Clutter

  19801 85th S Kent, WA 98031

• 

  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

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:09/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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'm an 83 year old ******* veteran living on Social Security. I want my belongings transferred from Clutter ********* to Extra Space Storage ****************************************************************************************** on Tuesday, 2 September 2025.I have been waiting on Chat for over three hours to get a three hour window for delivery. I have been in line for hours with no response or update. I feel that they will disconnect without giving me a three hour window for delivery.Telling me that the delivery may show up between 7am and 3pm tomorrow is unacceptable. I have no car. The ****************** doesn't open until 10:30am. Am I supposed to wait outside without seating or shelter for eight hours?Clutter is acting cruelly and irresponsibly. I want resolution. I've pad them what they want and owe them nothing. This seems like an excuse to double dip on delivery.

  Business Response

  Date: 09/12/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  The customer was previously with MakeSpace before transitioning to Clutter in August 2022. On September 2, 2025, we successfully completed the return of all items in storage.

  As part of our standard scheduling protocol, we initially provide a broad arrival window of 7:00 AM to 3:00 PM for all appointments. This window is then narrowed to a three-hour timeframe 24-48hrs prior to the scheduled appointment. For this particular appointment, the customer was scheduled for a full-item return on September 2, and we communicated a condensed arrival window of 7:00 AM to 10:00 AM via text message.

  Our team arrived within the designated timeframe, and the return was completed as scheduled. We remain available for any further questions or clarification the customer may need, and are happy to assist.

  Customer Answer

  Date: 09/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/27/2025

  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.

  My name is ***** and I'm a student at *** here in **. Over the summer, my roommate and I entrusted Clutter Storage to stow our things and EFFICIENTLY return all of our belongings back to us at the start of the school year. We are both out-of-state students with no family in, or anywhere near **. We had an appointment on campus move-in day where all 22 of our items were scheduled to be delivered, however JUST the morning before, Clutter contacted us saying only 6 were to be delivered. This is completely unacceptable seeing as how we scheduled the delivery appointment more than TWO WEEKS ago. When the delivery driver got to our dorm, he said that our order was the second one of the DAY where he had to deliver an incomplete order due to the warehouse workers' incompetence and unorganized behaviors. I have called Clutter and spoken to employees to try and get help/any sort of information over twenty times, my own mother calling five, and my roommate calling six. None of them have helped, or even possessed the willingness to help. Since we do not currently have any of our belongings, this means NO bedding, NONE of our clothes, electronics, decorations, furniture, and then more sentimental belongings, such as pictures of our family and friends that we can not ever get back if we do not get our things back. My roommate and I have involved the police and filed a report, and currently have an officer investigating our case against Clutter. We will also be contacting a lawyer if serious progress is not made in the next couple days. We demand our belongings! Please call/email me back.

  Business Response

  Date: 09/04/2025

  To help us locate your account and address your concerns, please provide the email address associated with your Clutter account. You can send it to us via direct message on this platform or by replying to our customer support team's last communication with you.

• Initial Complaint

  Date:08/25/2025

  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.

  ************************** is a scam. We were wary of their high-pressure sales person's pushy tone, but never believed that person would flat out lie. Here is a summary of **************************'s onboarding process: (a) Salesman promises Customer can "lock-in" a flat fee which will not increase. (b) Customer can take advantage of unlimited pickups and deliveries. However, shortly after going through the trouble of transferring out of our current storage facility and signing up, the rates have increased at least 6 times in two years and, worse, the "unlimited" pickup and deliveries now involves exorbitant fees. Worst, is that ************************** is now holding our possessions hostage.

  Business Response

  Date: 09/04/2025

  To help us locate your account and address your concerns, please provide the email address associated with your Clutter account. You can send it to us via direct message on this platform or by replying to our customer support team's last communication with you.

• Initial Complaint

  Date:08/21/2025

  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 Representative,I am filing this complaint against Clutter, Inc., a moving and storage company, regarding severe mishandling of my belongings during a recent ********** items were picked up by Clutter on July 7, 2025 and delivered on August 1, 2025. Upon delivery, I discovered that numerous items were damaged and several were missing entirely. I have attached a detailed list of the damaged and lost items, along with photographs, receipts, and communication logs.Between August 1 and August 11, 2025, I made multiple attempts to resolve this issue directly with Clutter through phone calls and online chats. However, the company has refused to provide full compensation that reflects the actual value of my losses.I have attached a pdf detailing the the itemized damages. I have already shared images and videos of the lost and damaged items to clutter.I am claiming a total amount of $5649.00 for all lost and damaged items We have offered to help clutter find our missing thing, if they could allow us in the warehouse and tell us where the items are located. However, we have been told that it is not possible. The fundamental problem with the lost items is that the multi-part items are tagged only in one part. So, their system claims that it has been returned. But all parts of the item havent been returned, rendering the item useless.I believe Clutter has failed to meet its obligations under industry standards and applicable consumer protection laws. I am seeking BBBs assistance in mediating a resolution and ensuring that Clutter provides full reimbursement for the damages and losses incurred.Thank you for your attention to this matter. I look forward to your prompt assistance.Sincerely,*********** ***************

  Business Response

  Date: 08/22/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  The customers first pickup appointment with ********************** took place on July 7, and their items remained in storage until August 1, when the final return was completed.

  Following this, the customer contacted our Customer Experience team and received clear guidance on how to initiate a claim. A formal claim was subsequently opened for the reported damaged and missing items, and our team conducted a thorough review of the matter.

  After careful evaluation, compensation for the affected items was approved under the terms of the customers protection plan. The customer may accept this resolution directly through their account portal.

  We understand the customers frustration and appreciate their patience throughout the process. We trust that the resolution provided reflects a fair outcome based on the coverage and information reviewed.

• Initial Complaint

  Date:08/18/2025

  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.

  If I could give zero stars, I would. Clutter has been absolutely atrocious in how they handled my move. They cancelled my appointment the day before it was scheduled, then had the audacity to suggest I should pay a cancellation fee for their mistake. When I called within an hour of receiving the cancellation email, I was told the appointment was gone and there was nothing they could doeven though they were performing a delivery at the exact same address for my roommate that same day. The lack of effort to problem-solve was shocking.This is not just a matter of inconvenience, its a total breakdown of customer service. I scheduled my return well in advance, and yet Ive now been told Ill have to wait another month before they can even consider bringing back my belongings. That means Clutter has left me without access to my own things, with no accountability, no alternatives, and no attempt to make the situation right.What makes this even more frustrating is that I had initially recommended Clutter to friends, thinking Id found a great, efficient service. Instead, Ive been left embarrassed for ever having spoken positively about them. Their operations are unreliable, their customer service is dismissive, and their so-called solutions are essentially just: wait, deal with it, and pay us ********* short: zero effort to fix their own operational failure, zero accountability for the chaos caused, and zero respect for the customer. I cannot stress this enoughif you value your time, money, and peace of mind, avoid Clutter. Theyve left me with an incredibly poor taste in my mouth, and I would never recommend them to anyone.

  Business Response

  Date: 08/22/2025

  The customer completed their pickup onboarding with Clutter on May 25, 2025, and currently has a scheduled delivery of all items set for September 16, 2025.

  Originally, the customer had a delivery appointment scheduled for August 17, 2025. However, on August 10, a required pre-authorization check was attempted and failed due to insufficient funds. The customer was promptly notified and informed that we would attempt the authorization again on August 16 in an effort to preserve the appointment.

  Unfortunately, the second attempt on August 16 was also unsuccessful. In accordance with our payment and scheduling policies, we were unable to proceed with the appointment, and it was cancelled. The customer was informed of this cancellation via SMS on the same day.

  Importantly, no cancellation fee was applied in this case.

  The customer subsequently filed a claim regarding the issue, and a full explanation was provided. As of now, the customer has a confirmed delivery appointment scheduled for September 16, 2025.

  We remain available to clarify any outstanding questions and are committed to ensuring a smooth delivery experience.

• Initial Complaint

  Date:08/18/2025

  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.

  They have taken 300 dollars from me and I never even used their service. They showed up to my storage unit . I got an automated message that they were arriving in 30 minutes the day of my Move . They gave me an 8 hour window that day . The *** called me and said he was there I said I'll be there in 10 minutes . The *** said he can't wait even tho they allowed 5 hours for my move . I said I'm literally 10 minutes away . He said he would call me back and as soon as he hung up I got charged 300. That's a lot of money and I'm so upset and don't want other people to get taken advantage of

  Business Response

  Date: 08/22/2025

  The customer originally scheduled an appointment for August 15, 2025. On August 14, the customer rescheduled the appointment for August 16. In accordance with Clutters Terms of Service, appointments rescheduled within 48 hours of the original appointment date are subject to a $100 rescheduling fee.

  Clutter takes every precaution to ensure transparency around this policy. It is clearly communicated during phone calls, through the online booking process, in appointment confirmation emails and text messages, and is publicly available on our website: ****************************************************************************************.

  On August 16, our team arrived at the scheduled location, fully prepared to complete the service. At that time, the customer elected to cancel and reschedule again. As this was a same-day cancellation, a $200 fee was applied, consistent with our policy. Same-day cancellations incur operational costs, including reserved truck space and labor allocation, which cannot be reallocated on short notice.

  Its important to note that the $100 rescheduling fee was charged on August 14, and the $200 same-day cancellation fee was charged separately on August 16. These charges were not applied simultaneously.

  We understand the customers frustration and have reviewed the concern thoroughly. A claim was submitted regarding these fees, and full compensation was offered. The customer may accept this compensation directly through their account portal.

  We remain committed to fairness and transparency, and we appreciate the opportunity to clarify our policies.

• Initial Complaint

  Date:08/18/2025

  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.

  Clutter picked up all items from a dorm room at ******************* on May 11 2025, kept them in paid storage from May 11 -August 16, and we scheduled a delivery of all items on August 16 2025 between 7-10am to an apartment in ************* . On August 16, our appointment was cancelled by Clutter, and rescheduled for the following day, August 17 between 7-10am (see email about street closure). On August 17, our appointment was again cancelled by Clutter (see email). When we call customer service to attempt to reschedule, we are being told something different by each ****** we speak to. First, nobody is able to help us with a reschedule, as nobody knows where our items are or when a reschedule is possible. When asked what caused the second cancellation, we are being told 1) there was a delay at the warehouse (email), that "there was no contact name or phone number" (which is untrue) and that "there was a parking issue" (untrue for Sunday August 17th). When we ask where all our items are, so we can possibly pick them up today in ********** (one hour away), nobody seems to know. We are being told by one ****** 1) our items are still on a truck, and by a second ****** 2) our items are at the warehouse. Our items are being held by Clutter even though we are repeatedly asking for them to be delivered. Two delivery appointments were cancelled by Clutter. Nobody is attempt to resolve this.

  Business Response

  Date: 08/22/2025

  The customers pickup was successfully completed on May 11, 2025, and the return of all stored items was finalized on August 19, 2025.

  We understand that the cancellation of scheduled appointments may have caused inconvenience. However, Clutter reserves the right to modify service appointments when necessary, as outlined in our Terms of Service, which state:

  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason. ************************************************

  In this particular case, the first appointment was canceled due to a street closure that prevented our team from accessing the customers location. The appointment scheduled for August 17 could not be completed due to an unexpected delay at our warehouse. While we recognize that these changes were disruptive, we want to emphasize that the customers items were ultimately returned in full on August 19, 2025.

  Following the service delays, the customer submitted a claim, and compensation was offered accordingly. This offer remains available and can be accepted through the customers account portal.

  We remain committed to resolving any outstanding concerns and welcome the opportunity to address any further questions the customer may have.

• Initial Complaint

  Date:08/13/2025

  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.

  On 8/3/25 I went online to establish service with Clutter to take my belongings and store them until I move in approximately 2 weeks. I was quoted to have 2 pickup dates 8/12/25 and 8/13/2025. On 8/12/25, one of the guys told me my second pickup date was Thursday I said no its tomorrow and showed him my email. He advised me to call. I did. I explained to several people via phone calls and chats that I have to vacate the premises due to court order and that it was unprofessional of them to cancel last minute like that without a phone call to me (they emailed and Im packing). I then sent a message asking to have my $914 bill credited in the amount of $500. They denied that request. They wont allow me to pay in 3 payments. They over drafted my bank taking $375 on 8/12/25. I wasnt aware my payments would be set on autopay upon booking services. I still dont have a second pickup date for the remainder of my belongings and theyre threatening to auction my belongings they picked up yesterday

  Business Response

  Date: 08/22/2025

  The customers initial pickup onboarding with ********************** was completed on August 12, 2025, followed by a second pickup on August 18, 2025.

  We acknowledge the inconvenience caused by the cancellation of a scheduled appointment. However, as outlined in our Terms of Service, Clutter reserves the right to modify service appointments when necessary:

  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason. ************************************************

  While we understand this may not have aligned with the customers preferred timeline, all items were successfully picked up and are currently in Clutters possession. The customer also submitted a claim regarding the appointment issue, and a response was provided at that time.

  Regarding payment structure, Clutter does not offer installment or divided payment options. Upon contracting our services, the customer agreed to our established payment terms:

  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. ************************************************

  Lastly, we want to clarify that the customers items were never at risk of auction. Clutter follows a detailed and regulated process before any such action is considered, and in this case, the customer's belongings remain securely stored.
  We remain available to discuss and clarify any outstanding concerns.

• Initial Complaint

  Date:08/13/2025

  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.

  Clutter has my boxes. They claim to have shipped them but ***** has no record of them. The tracking numbers provided show clearly that my boxes were never ever picked up. I have contacted them numerous times. They continue to state that my boxes were shipped - yet provide zero evidence. They have even sent me emails stating the boxes were never sent and returned to the warehouse. See here for evidence:Hello *********,This is ******* with Clutter.Thank you again for your time on chat today. I want to recap where things currently stand and let you know Ill be corresponding with you through this email moving ********** discussed, both of your ***** shipments (#********** and #**********) currently show a Label Created status, which means they havent been picked up or scanned by ***** yet. Ive confirmed that the packages were returned to our ***** warehouse, and Im actively working with our Operations team to understand why this happened and ensure theyre re-shipped promptly.I know how important this delivery is, and Im committed to keeping you informed every step of the way. Ill follow up shortly with a clear update on the next steps and expected delivery timeline.Please feel free to reply here if you have any additional questions or concernsIve got you covered.Warmly,******* Customer Experience Specialist Customer Experience Team Hours Mon - Fri 5 AM - 5 PM PT Sat-Sun 5 AM - 4 PM PT Have you seen our I need help button? Within your online Clutter Account Portal, the I need help button (****************************************************************************) connects you directly with our Customer Experience Team. For the quickest response, select the Live Chat option! We hope to chat with you soon!

  Business Response

  Date: 08/22/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  
  The customer completed their onboarding appointment with Clutter on March 13, 2024. A subsequent return was requested on August 4, 2024, and the items were shipped via FedEx.

  
  While we understand the customer may have preferred delivery on a specific date, Clutters standard shipping process allows ********************************************************************************* this case, the shipment was processed and handed off to ***** on August 6, in accordance with our stated timeline.

  
  Once a shipment is transferred to ****** delivery timing is determined by their transit schedules and is no longer within Clutters control. According to tracking records, the boxes were successfully delivered to the customer on August 12. ********************** does not retain possession of these items once they are shipped.

  
  This information was communicated to the customer, who confirmed receipt of the delivery. We remain available to address any further questions or concerns they may have.

• Initial Complaint

  Date:08/12/2025

  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 moved my things into storage in ********** and told the movers I was moving out of state - they confirmed I could make an appointment once Ive moved.When I was making an appt to move to MA they said they do not service MA and they said I wasn't allowed to pick up at the Clutter warehouse with a 3rd party ******** stuff is still in storage.I WISH I NEVER USED CLUTTER- THEY'VE BEEN EXTREMELY UNHELPFUL.

  Business Response

  Date: 08/22/2025

  The customers onboarding with ********************** took place on April 21, 2025. At that time, their items were successfully picked up and placed into storage. A return appointment has been scheduled for August 26, 2025, during which all stored items will be delivered.

  
  We understand the customer was unable to have their items delivered directly to the location they had originally intended. However, Clutters service areas and delivery policies are clearly communicated throughout the onboarding and scheduling process. Our warehouse pickup appointments are exclusively available in our primary markets, and deliveries are limited to addresses within our active service zones.

  
  To help accommodate the customers needs, we offered to deliver their items to the location of their third-party movers, which was within our service area. This would allow the customer to coordinate final transportation to their preferred destination. A formal claim was submitted regarding this matter, and our team provided a detailed explanation of the applicable policies and available solutions.

  
  We remain committed to ensuring a smooth delivery on August *********************************************************** concerns the customer may have.