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

  19801 85th S Kent, WA 98031

• 

  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  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:06/16/2025

  Type:Service or Repair 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 rented storage space from Clutter in May of 2024. I measured the size of my items and made sure they fit into the space I selected. On my move in day (after providing them with a list of all my items), Clutter showed with with a truck and ONE mover. The mover had to transport a sofa, a queen sized mattress and several heavy items. The company offers 2 hours of free packing but because the mover was working alone he needed more time. I was charged for this extra time. I filed a claim and I was refunded 25 dollars way less than what they charged me. Upon removing my furniture, clutter changed the size of my unit to a larger one. They assign arbitrary numbers to object sizes but many of these were simply inflated. Since I had to travel the next day abroad, I was forced to pay the extra money. Then, a year later (June of 2025), I scheduled a drop off of all my items. It took 2 weeks to get my items back. I received many damaged items. Items were the packing material completely came off. Other items/boxes had liquid damage that was clearly not from the box. Many of these images they took of the boxes and objects did not have any damage. But they claimed that since I packed the materials, they are not responsible for any damage. If I had known that, I wouldnt have paid for their useless insurance. My losses are in excess of 1000 dollars

  Business Response

  Date: 06/24/2025

  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 customer’s belongings from one residence to another within one of our operative service areas.
  We would like to clarify that during the customer's Onboarding appointment on June 16, 2024, Clutter assigned one mover and provided materials in accordance with the pickup estimate of 400 cubic feet. The services were completed within a reasonable timeframe, and the customer acknowledged and accepted the offer of two complimentary hours of labor, which were fully honored.
  Additionally, on June 18, 2024, the customer submitted a claim regarding labor charges. Clutter reviewed the matter, offered compensation, and that resolution was accepted by the customer.
  Regarding the customer’s concerns about the protection plan not applying to their damaged items, Clutter would like to reiterate its policy that items packed by the customer are not covered under the protection plan. This information is made available at the time of purchase and throughout the service experience.
  An excerpt from Clutter’s policy 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.”
  https://www.clutter.com/legal/limited_security_warranty 
  In light of this, we must respectfully deny the current claim, as the items fall outside the scope of our coverage.
  
  

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23471770
  
  
  
  I am rejecting this response. Just look at the images taken by Clutter and the damage that occurred to those boxes and furniture after I received them. It’s not like the box was not damaged and i am claiming the inside was damaged. Something leaked on my boxes, damaging things inside. The pickup pictures were taken by your crew. 

  I explicitly indicated my furniture pieces required multiple movers on my move day and the one mover that did show up told me that he was supposed to have someone with him and that person called out. Before you schedule your pickup, you must indicate and take pictures of your furniture. I am not sure how clutter expected one mover to move a couch and a queen sized bed and a large TV. 
  

  Overall, a disappointing service and a more disappointing response. I regret entrusting Clutter with my belongings. 
  
  
  
  Sincerely,
  
  
  
  Faisal Alshafei

• Initial Complaint

  Date:06/09/2025

  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 June 9, 2025, I had a move scheduled with Clutter. Prior to the appointment, I informed the customer support team that my building strictly allows move-ins only between 10AM1PM. This restriction was acknowledged and confirmed multiple times by Clutter representatives via both live chat and email, including written confirmation from a team lead.Despite these confirmations, I received a text on the morning of the move indicating that the movers would arrive at 12PM3PM, which violated the reserved elevator window. I attempted to escalate this urgently via email and chat, but I was met with conflicting responses and no accountability. Some agents confirmed the 10AM arrival, while others insisted no changes could be made despite the previous confirmations.Additionally, I had pre-requested and approved a fee for furniture reassembly (specifically, a bed). I was later told, without notice, that reassembly would not be accommodated due to scheduling, even though the request was placed days in advance and approved on record.I expressed urgency and asked to speak directly with a manager or operations team. Instead, I was given general contact numbers and told repeatedly that nothing more could be done even as I risked losing my only available building access slot and my belongings remained undelivered.

  Business Response

  Date: 06/18/2025

  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 customer’s belongings from one residence to another within one of our operative service areas.

  
  We appreciate the opportunity to address the concerns raised and provide a transparent account of the services rendered, corrective actions taken, and our proposed strategy for achieving a mutually agreeable resolution.
  Service Timeline Summary:

  
  Initial Pickup Appointment: May 2, 2025
  Final Return Appointment: June 9, 2025

  
  We acknowledge the adjustment to the arrival window on June 9, 2025. It is important to note that upon notification of this adjustment, the customer was explicitly offered the option to cancel the service without incurring any charges. The customer elected to proceed with the service at that time.
  
  The company acknowledges the inconvenience caused by the adjusted arrival time. To address this, a $40 credit was offered and accepted by the customer. Furthermore, the item claim, covered under their protection plan, has been approved. This approval ensures compensation for reasonable repair or replacement costs. With both issues successfully resolved.

  
  To ensure a comprehensive and expeditious resolution for the arrival time issue, we respectfully request that the customer formally submit their issue claim through our account portal. This standardized process will facilitate the efficient collation of essential details and supporting documentation, enabling our Trust & Safety team to conduct a thorough and impartial investigation. Upon submission, our team will diligently review the claim to determine eligibility for any further compensation in accordance with our established policies and procedures.

  
  We consider this matter resolved as all filed claims have been accepted and offered compensation. Our department will work with the customer directly if she chooses to file additional claims. 
  

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair 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.

  We paid Clutter about $122 every month to store our items and after 8 months, as per our contract, they agreed to move our items to our new location. However, they lost half of our $5,000 couch, a TV stand and broke my grandmother's table. We spoke to customer service every day; they said they were looking for it, they said they had found it, they said they know it is in the warehouse. But they somehow lost half of a couch. After the long claims process, they offered to give us $148 to compensate us for it. This is unacceptable and predatory.

  Business Response

  Date: 06/10/2025

  We first serviced the initial pickup appointment on August 7th 2024.  On June 1st 2025 the customer filed an item claim that was review under Clutters terms of service and the protection plan chosen by the customer prior to the first pickup service, a dollar per pound. 

  The customer filed an item claim on On June ******** in the amount of $4759. The protection plan on the account covers up to $1/lb for stored items thus Clutter approved a per policy offer. 

  Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Clutters insurance policy, Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty")
  **********************************************************************

  A re-review was completed and an above policy offer has been approved and the customer can view the new determination via their online account portal. This is a means to resolve thus we are in communications with the customer. Contruactlly Cluttter owes per $1/lb as no additional coverage was purchased. 
  

  
  

  Customer Answer

  Date: 06/20/2025

   
  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:05/30/2025

  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 09/2020 we contracted with ********* to pick up and store our furniture, I was in contact with agent name **** who setup and manage the schedule to pick. Per copy of the email confirmation received and attached as "confirmation with agent" document, email stated the pick up was free and any future appointments for furniture pick up or delivery would be *****. But in 04/2025 we contact and arrange the furniture to be delivered, they charged me ******, which I mention to agent. The problem is Makespace was taken over by Clutter, I do not know if was merge or purchase, but I never was informed that the pricing or other information we received from MakeSpace will not be honored and worst of all is all the items which I paid average of ****** a month for past 4.5 years, around $16,740.00 was just to store a lot of damage and broken furniture which I never can use. The customer service keep pointing customers to interact with application to report issue but the app does not work, on many occasions I called and request to speak with manager of claims; Finally after 4 weeks of follow up and excuses given, he called me and we spoke. He promise to look into this and after two weeks responded with same old stuff that they are willing to pay $1 per lbs for items. I do have the log conversation text with original agent who I even ask during phone calls that I want insurance, now the copy who does not have any documents or information from original contract is asking me to proof to them that insurance was purchased. For past 55 months that company has store our furniture even at the time of pick, I was never provided a contract, only the confirmation email which I attached. I don't feel I am responsible to pay the organization $16,000 plus ****** for them to deliver Furnitures which are broken. I would greatly appreciate your assistance and hopefully come to terms on receiving compensation for mishandling of my Furnitures.

  Business Response

  Date: 06/08/2025

  The customer previously was a Makespace customer. On Februrary of 2022, ********************** notified all MakeSpace customers in regards to the ********************** acquisition. Clutter Terms and Service apply as MakeSpace is no longer a company. 
  Customers were notified of a 30 day notice in which Clutter rates will be in effect from the day of their account acquisition. As the customer continued to ********************** with ********************** until April 2025, Clutter rates apply. 

  The Protection plan coverage on the account covers up to $1/lb for stored items. As the customer did not purchase a protection plan before MakeSpace, their account was transitioned under the $1/lb minimal coverage plan. MakeSpace covered up to $0.60/lb for stored items. Clutter covers up to $1/lb. Contractually, Clutter owes $1/lb for claims filed. 

  Clutter offered an above policy for all item claims filed above the $1/lb protection plan on the account. 

  Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Clutters insurance policy, Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty")
  **********************************************************************

  The customer can accept the approved claim via their online account portal and reach out to Clutter for any other future concerns.
  

  
  

  Business Response

  Date: 06/08/2025

  The customer previously was a Makespace customer. On Februrary of 2022, ********************** notified all MakeSpace customers in regards to the ********************** acquisition. Clutter Terms and Service apply as MakeSpace is no longer a company. 
  Customers were notified of a 30 day notice in which Clutter rates will be in effect from the day of their account acquisition. As the customer continued to ********************** with ********************** until April 2025, Clutter rates apply. 

  The Protection plan coverage on the account covers up to $1/lb for stored items. As the customer did not purchase a protection plan before MakeSpace, their account was transitioned under the $1/lb minimal coverage plan. MakeSpace covered up to $0.60/lb for stored items. Clutter covers up to $1/lb. Contractually, Clutter owes $1/lb for claims filed. 

  Clutter offered an above policy for all item claims filed above the $1/lb protection plan on the account. 

  Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Clutters insurance policy, Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty")
  **********************************************************************

  The customer can accept the approved claim via their online account portal and reach out to Clutter for any other future concerns.
  

  
  

  Business Response

  Date: 06/08/2025

  The customer previously was a Makespace customer. On Februrary of 2022, ********************** notified all MakeSpace customers in regards to the ********************** acquisition. Clutter Terms and Service apply as MakeSpace is no longer a company. 
  Customers were notified of a 30 day notice in which Clutter rates will be in effect from the day of their account acquisition. As the customer continued to ********************** with ********************** until April 2025, Clutter rates apply. 

  The Protection plan coverage on the account covers up to $1/lb for stored items. As the customer did not purchase a protection plan before MakeSpace, their account was transitioned under the $1/lb minimal coverage plan. MakeSpace covered up to $0.60/lb for stored items. Clutter covers up to $1/lb. Contractually, Clutter owes $1/lb for claims filed. 

  Clutter offered an above policy for all item claims filed above the $1/lb protection plan on the account. 

  Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Clutters insurance policy, Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty")
  **********************************************************************

  The customer can accept the approved claim via their online account portal and reach out to Clutter for any other future concerns.
  

  
  

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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.

  They were in the process of trying to make a payment arrangement with me and sold my items after the original auction date had past, without giving me any notice as to when they were selling my items. We were in negotiations and making the payment arrangement, they never got back to me and sold my items,while I waited for the arrangement to be made, they are telling me I should have paid 50% of the debt to stop the auction which would be 5k. But never provided me with a new auction date to allow me to counter the auction. Clutter does a lot of sneaky business they will tell the customer one thing and execute another plan without customer knowledge. My items were sold without notification while in the middle of negotiations for a payment arrangement and now they are telling me theres nothing they can do about it.

  Business Response

  Date: 06/07/2025

  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.
  ******* completed an initial pickup appointment with Clutter on December 28, 2023, in which she agreed to the Terms of Service. Please see the following information below. 

  
  Further, you acknowledge and agree that the Smart Storage Services or other paid services or products provided by Clutter may be made available on a recurring subscription basis ************************ If you enroll in any ********************** you agree to a recurring payment program, which will continue for the agreed-upon subscription period or minimum storage term, if applicable, and automatically renew for additional subsequent periods unless and until you cancel the ********************* or Clutter suspends, discontinues, or terminates them". ************************************************.

  
  ******* agreed to the monthly storage subscription plan in which Clutter stored her items in a 10x40 plan according to the corresponding cubic feet of items stored. For the services provided on 12/28/2023, ******* failed to pay the associated labor charges, including the valid monthly storage charges. Thus, the account was valid late fees according to our Terms of Service. Please see the following below. 

  
  Payment, ********************** and Cancellation
  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 made multiple attempts to reach out to the account holder on April 5, 2025, informing her that her items will be subject to the lien of sale if her balance due is not remedied by the deadline communicated. As the account holder did not respond or pay the balance due, the auction of her items is deemed valid. 
  

  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23393659
  
  I am rejecting this response because: I had a phone call with the company on the 9th of April which was after the auction date where we were in the process of making a payment agreement and was working on the terms, they informed me that my things were not auctioned and would work with me. Later when I called to inquire about the payment arrangements they could not locate my things and I was told my stuff had been auctioned. There was no communication after April 9th from the companies end on when my things were being auctioned, the communication was not sent no email or calls made to me to inform me that my things were put back on the auction block, they sold my things and told me they did not need to communicate with me again that they were going to auction on a new date.
  
  Sincerely,
  
  ******* ******

• 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.