Complaints

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

close

Find a Location

Clutter has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter

  19801 85th S Kent, WA 98031

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  

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

• Initial Complaint

  Date:10/03/2025

  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.

  I am filing a complaint against Clutter Storage for deceptive practices, negligence, and holding my personal belongings hostage.1.Misrepresentation of Payment Policies:Clutter falsely claimed that their updated policy does not allow check payments and only accepts debit/credit cards.Their publicly posted Terms of Service (last updated 2023) do not mention refusing checks, and no email notification of any policy change was sent to customers.This misrepresentation has prevented me from using the ****************************** **************** program to pay my storage fees.2.Improper Invoices:Clutter claims invoices are downloadable, but the function does not work.Emailing the invoice provides only a receipt, not a formal invoice accepted by HRA.3.Failure to Accommodate HRA Payments:HRA requires a proper invoice with a fixed amount.Despite explaining this multiple times, Clutter refused to accommodate, insisting on card payments only and claiming they cannot alter their system.4.Repeated ******************* to Escalate:I requested a higher-level supervisor with authority to handle my case multiple times.Customer service repeatedly cycled my case among representatives without escalation.Over a month has passed since Clutter claimed management would intervene, yet no contact was made.5.Mishandling of Pay-to-Vacate Arrangement:A Pay-to-Vacate plan was verbally agreed to over the phone, but Clutter never processed the paperwork or followed up, resulting in additional fees.6.Misleading ********************** was called on a day I specified I was unavailable.Promises of follow-up calls were not ************ policies were misrepresented repeatedly.I have email proof documenting all communications, including requests for supervisor involvement.7.Ongoing Harm:My items remain inaccessible.Storage and late fees continue to accrue, causing financial hardship.

  Business Response

  Date: 10/09/2025

  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 had an initial appointment on May 30th 2021. Clutter still stores the customers items.  The customer was initially a Makespace customer whose account was transitioned to Clutter Feburary of 2022. 
  Clutter offered the customer *************************************************** continue with the service under Clutters term of service. 
  
  The customer continued with the service accepting Clutters terms of service. 
  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. We may, from time to time and in our sole discretion, offer certain discounts, promotional offers, or referral codes (Promotions)in connection with our Services. You agree that Promotions are offered subject to our right to manage, regulate, control, modify, revoke, and/or eliminate the Promotions as Clutter sees fit, in its sole discretion, for any reason or no reason, in any general or specific case, and that Clutter will have no liability to you based on its exercise of such right
  ************************************************
  The customer at the moment has not filed any claim and owns a total amount of $9.734.
  We remain committed to transparent communication and are happy to address any further questions or concerns the customer may have.
  
  

  Customer Answer

  Date: 10/09/2025

   
  Complaint: 23966922
  
  I am rejecting this response because:

   

  This is a clearly another avoidance game theyre playing. I am aware of my debt and have been trying to settle this issue for almost a year now. I have made countless interactions to speak a higher management who can handle my case multiple times. Half that time Ive been ignored or denied sent to a regular customer representative with no authority to help with my issue. As Ive stated plenty of times with Clutter and with the BBB while filing this complaint, the problem is Clutter is neglecting and refusing to help me move forward in settling my debt. I continued with clutter after they merged with makespace. I had no issue with continuing my service, problem is Clutter makes you jump through hoops for a service and piles up fees when asking for help. I specifically asked for a legitimate invoice so I can file with ***. Instead they claim you can download these files. This is false. On their site the only option is to review a receipt form or have it emailed to you. When you email the request it appears as a receipt not a formal professional Invoice. The invoice they claim you can download does not even work. In order to file a claim with *** I need a proper invoice which I have voice through call and many emails. I receive the same reply which is you can go to the billing on your account. Again that is not a invoice that is shown, just a receipt. ********* before becoming Clutter gave you a proper invoice, Clutter does not. Next issue is the fees. Yes my debt is up to ***** now trying to get this issue resolved, why? Because they claim their system cant be frozen while you wait for *** decision. When I first handed in my paperwork for assistance with *** they refused to stop adding fees or pausing my account until a decision. This created another issue. How can *** make a decision or help with the payment if theres no set payment and the amount keeps changing every other week with fees. The only option given to help was to use a pay to vacate option. This option can reduce your amount, give you atleast 2 weeks to pay, and pause your account. I tried to avoid this option because *** needs more than 2 weeks to make a decision.
  

  However, the fees were piling up so badly I finally called and after an hour or back and forth with a headache where the representative kept first trying to tell me theres no option to help till them finally admitting I can do pay to vacate and then him telling me I cant extend the wait time more than a week. We came to a conclusion finally he told me he would follow up within 3 days after his team makes a decision. Week later i received nothing. No follow up no return call nothing. Turns out he never put in the request, when I followed up through email they never received my request to pay to vacate. This left me in the position where I first started, no where with this company! When I sent out another email in response I specifically asked for a higher management because I am dealing with needing an invoice, I need extra time since Im dealing with ***, and I need a higher management who can make special case decisions or modifications to my case since I am dealing with a government assistance and I require adjustment. They once again ignored and neglected my request. Instead for a week I went back and forth with a regular customer service representative who first ask my availability for a call. I gave him every day I was available and time. I also told him one and only day I wouldnt be available. This representative called me on the one day I was not available and sent a careless follow up email with lies stating sorry I couldnt reach you I will call tomorrow to try again. I followed up and mentioned that was the one day I asked for you not to call but still being calm in this whole mess thats been going on for over a year I stated you can call tomorrow I will wait. Next day came no call, instead I received another bogus email stating they tried to reach me multiple times. Not once did I get a call or voicemail. I even checked with my phone carrier. They just lied again. I responded and told them I will only be communicating through email now to create a paper trail because this company has not only been neglectful but now too dishonest. 
  

  I once again asked for a higher management, sadly again I was ignored. I became more aggressive because fees were just accumulating every month now and I was getting no where. Now frustrated I asked again for a proper invoice to again start with *** because I cant move forward without a set amount they can decide to help me with. I also asked to do the pay to vacate again but by doing so I need more than 2 weeks for my account to be paused so I will not have more fees added. The next issue that came was the payment. Clutter refuses checks, but *** only sends out checks. I checked their policy and it does not state anywhere they refuse checks specifically especially if government assistance is involved. The other lie was the representative telling me their policy has changed and they no longer accepts checks(see attachment) I tripled check and clutter policy has not changed since 2023. Also it is part of clutters policy for if their policies are updated they need to inform their customers beforehand(They did not- No emails sent-I checked) They lied about this policy change to further prevent me for moving forward with *** to help pay what I owe. The representative also claimed they only accept payments through the phone now due to policy change (another lie) 

   

  So to be clear Clutter has not only been neglectful and dishonest with their service, but have been using this back and forth method to keep me from paying this amount. They refuse to acknowledge my issue, my requests, and keep adding fees. 
  

  More than a month ago the representative **** who lied about the company policies stated he would give me higher management finally. A week later he claimed theyre busier than usual but give them time to reach out. It has been over a month and no follow up and no one has reached out. How convenient that Clutter doesnt respond to that with my complaint but instead states my debt that only keeps growing because of them and does not mention they havent even followed up like theyre suppose to. Ive put up with a lot with this company and this disgusting response was the last straw. Ive been calm, patient, and understanding and this issue has not moved an inch. Im still stuck in stage one of trying to get someone from Clutter with authority to reach out or help me. Im getting no where. It seems at this point with them lying and being nonchalant to the BBB I have to move my case legally. 
  

   

  I have plenty more documents and pictures as proof of everything I have said here. I could not attach them all. Even so the last time I talked to anyone in clutter about my issue was 8/19/25 where I was promised a follow up for higher up. It is not October. No follow up or response from anyone. This is the important issue to show how horrible and negligent Clutter is. They do not take concerns or claims seriously and just add fees. They made my account add up ***** most of being fees because they claim they can not pause my account and refuse to fulfill my pay to vacate. Im unable to get a legitimate real invoice (not a receipt) to even file with the *** successfully. Im unable to be put in the process of pay to vacate for a longer time frame to wait for *** decision once filed. Im unable to have my account paused or have a higher supervisor to speak with about my gray area case that can authorize. They refuse to have any management speak to their customers as you can clearly see Ive been dealing with this back and forth for a year!

   

  If this continues this route I have no choice but to take this to court. This has become a crime. Clutter is continuing to charge late/storage fees while withholding a set payment plan and required documentation. Clutter has failed to provide a proper invoice upon repeated request, in violation of standard consumer billing rights. Clutter is engaging in unfair and deceptive business practices by preventing resolution while financially benefiting from continued delay. 
  

  This company is now known for ripping off their customers ! Check all their feedback online, people all over are going through nonsense trying to get out their contracts. This place is not a reputable company as it once was and if theyre not racking up fees theyre holding your items hostage. Ive had enough of their deception. Ive been trying to get out of their company for so long but they refuse to cooperate and ignore just my simple requests to speak to someone with higher authority. 
  

  Ive already filed multiple complaints along with BBB to see if I could get some resolution. Seeing how they respond the same way with lies and ignoring the important factors, I truly see this can only be handled in court. 

  Again I have photos and documents proving everything Ive said, however your site will not accept anything I try to upload. If you have another way for me to send to prove this I am happy to do so. If not, I understand and if it can not be settled here  I will take the next step.
  

  Sincerely,
  
  Ja Te

  Business Response

  Date: 10/19/2025

  Clutter, Inc. provides moving and storage services for household goods, including secure warehouse storage and local point-to-point relocations. Our team also offers packing, wrapping, and transportation services within our active service areas.
  The customer initially had an appointment on May 30, 2021, and Clutter currently stores their items. Originally a ********* customer, their account was transitioned to Clutter in February 2022. At that time, Clutter offered the customer ****************************************************** continue storage services under Clutters Terms of Service.
  The customer chose to continue with the service and accepted Clutters Terms of Service, which clearly state:
  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. We may, from time to time and in our sole discretion, offer certain discounts, promotional offers, or referral codes (Promotions) in connection with our Services. You agree that Promotions are offered subject to our right to manage, regulate, control, modify, revoke, and/or eliminate the Promotions as Clutter sees fit, in its sole discretion, for any reason or no reason, in any general or specific case, and that Clutter will have no liability to you based on its exercise of such right.
  ************************************************
  Currently, the customer has not submitted a formal claim and owes a total outstanding balance of $9,784.93
  Clutter remains committed to transparent communication and encourages the customer to contact our Customer Support team by phone to initiate the formal claims process. We are ready to provide guidance on next steps and look forward to resolving any concerns fairly and transparently once a claim is properly submitted.

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 23966922
  
  I am rejecting this response because:

   

  Clutter has just copy and paste their answer and changed my debt total. Seeing they have no care to work towards a solution or properly reach out again I will have to take the next legal step
  
  Sincerely,
  
  Ja Te

• Initial Complaint

  Date:10/02/2025

  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.

  I made an appointment with Clutter to pickup my things and put them in storage for less than a month before I moved into a new place. When making the appointment I was misinformed on the prices this costs. After arranging the amount appointment on the phone and called multiple times to make sure the only price I ahd to pay was $190 for moving and storage. I made the pickup appointment in July and was charged on August 15th, the date of the pickup. On the day of my appointment August 15th I got charged other fees such as the full service charge of $81.33 and the appointment charge of $149. When trying to pick up my items I was told I needed to also pay a pickup fee so I also paid a warehouse service charge of $254. I picked up the items on September 4th 2025 after they were supposed to deliver it with my items. The overall costs are $674.33 which is over three times the original price I was told I had to pay. The manager of the location in ********, ************* told me he would contact someone from the company to ask for help because the chat agents who have not been helpful. I am a college student who works 3 jobs to pay for tuition and rent that is why I chose to use Clutter from the start. It seemed like an affordable, reliable service to help me during the moving process. This misinformation of pricing has been extremely upsetting and I am hoping for a refund of $484.33 which is the difference in price of $190 what I was told would be the only price I'd pay. After filing two separate claims through the Clutter website, I have not heard back in over a month even though it says they'll get back to me within five days. The entirety of this experience has been a very difficult situation and I'm hoping that we can come to a resolution.

  Business Response

  Date: 10/09/2025

  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 had an initial appointment on Aug 15, 2025 and picked up all the items in the warehouse on september 4th 2025. 
  The customer filed a claim on August *********, ********************** denied the claim because the different charges were valid. 
  The customer initially disputed the charges associated with the appointment on August 15, 2025. Clutter honored a five-hour complimentary service and applied a charge of only $81, which covered a $9 fuel fee and 0.47 hours of labor. The total duration of the appointment was 5 hours and 28 minutes.
  Subsequently, the customer raised concerns regarding the packing and materials service. Clutter charged $149 for this service, as it was not originally included in the customer's booking. At the time of the appointment, the customer had not packed and did not have the necessary materials, prompting Clutter to offer the packing service to ensure the appointment could proceed.
  Lastly, the customer disputed the charges for the warehouse pickup appointment. These charges were clearly displayed in the account portal at the time of booking, and the customer was informed of the associated costs in advance. The portal provides full transparency regarding pricing for all scheduled appointments.
  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. We may, from time to time and in our sole discretion, offer certain discounts, promotional offers, or referral codes (Promotions)in connection with our Services. You agree that Promotions are offered subject to our right to manage, regulate, control, modify, revoke, and/or eliminate the Promotions as Clutter sees fit, in its sole discretion, for any reason or no reason, in any general or specific case, and that Clutter will have no liability to you based on its exercise of such right.
  
  

• Initial Complaint

  Date:10/02/2025

  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.

  Summary: Clutter Moving damaged multiple items during my move and then offered just $20 to settle my claim.What happened: On 9/4/2025, Clutter handled my move from their storage to my home in *********. After delivery, I discovered significant damage to:Sleepnumber Mattress (queen): $1,000+ replacement value Dyson Fan: ~$200 Vinyl record player/turntable: ~$200 Additional items with scuffs/dents I filed a claim with Clutter on [9/19/2025] (Claim #9ae81a28). Despite photographic evidence and receipts, Clutter offered $20 as full settlement. This is not a good-faith resolution and doesnt reflect the actual loss.What I want:Reimbursement for repair or replacement at fair market value for all damaged items (currently at least $1,400+), or per written contract valuationwhichever is higher.Refund of any relevant fees for damaged handling, and a written ************** of their claims process to ensure fair treatment.

  Business Response

  Date: 10/08/2025

  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 had the initial appointment on June 9th 2024 and requested Clutter to return all the items on september 4th 2025.
  The customer filed a claim on september *********, the customer requested compensation for three damaged items, Clutter offered compensation for two of the items under the protection plan the customer initially selected before the first appointment dollar per pound. Clutter denied the compensation for one of the items due to the fact that the customer did not provide any visual evidence of the damaged item. 
  Clutter tried to contact the customer on october 7th via phone call and via email but the customer did not respond, the purpose of the call was to listen the customer an see the possibility to get to an agreement that may change the customers experience. 
   We have evaluated your claim based on the protection plan on your account. Please see our Limited Security Warranty Policy below.
  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")
  **********************************************************************
  We remain committed to transparent communication and are happy to address any further questions or concerns the customer may have.
  
  

  Customer Answer

  Date: 10/12/2025

   
  Complaint: 23961653
  
  I am rejecting this response because: Here is my response to the business:

  Thank you for reaching out and for acknowledging the issues with my move. I appreciate the improved offer and the intent to make things right.
  That said, $520 still does not come close to covering the documented loss from this job. As I shared in my claim, the damages include:
  Mattress replacement value $1,000+
  Fan  ~$200
  Vinyl record player/turntable  ~$200
  Additional items with scuffs/dents 
  Thats $1,400+ in direct loss before tax, disposal, and time costs. Realistically, replacing these items with like-kind and quality puts me at ~$1,650 all-in (item values + sales tax + mattress disposal). Beyond that, given that most of the high-value items were damaged, I dont believe I should be paying the service fees for this move.
  To resolve this promptly and fairly, Im requesting:
  Payment of $1,650 to cover replacement/repair, tax, and disposal; and
  Full refund of service fees for this move 
  Ive been a loyal customer and have referred multiple friends to Clutter, which is why this experience has been so disappointing. Id like to close my BBB complaint and continue recommending Clutterbut I need a resolution that reflects the actual loss and the service issues on this job.  
  
  
  Thank you again for your attentionIm hopeful we can settle this quickly and move forward.  
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 10/23/2025

  The customer was provided the default $1/lb Limited Security Warranty, which applies when no additional protection plan coverage is purchased. This coverage is based on the documented weight of the affected items. As outlined in our 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'); and/or damage to your personal effects caused by Clutters gross negligence or willful misconduct, up to a total maximum of US $1.00 per pound in aggregate per User.

  In the spirit of customer care and appreciation, ********************** extended an offer beyond the coverage provided under the default protection plan. We have also proactively reached out to the customer requesting documentation to support Clutters liability for certain claimed items. Once we receive the requested documentation, Clutter will review the claim accordingly.

  We remain committed to resolving this matter and welcome the opportunity to continue working with the customer toward a fair and satisfactory outcome.
  

  
  

• Initial Complaint

  Date:09/24/2025

  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.

  Transaction Details:Clutter picked up my belongings on May 13, 2025, and returned them on August 22, 2025. I paid $755 for pickup, storage, and delivery. Clutter promised to safeguard my property and return it in the same condition.Nature of the Dispute:When my items were returned, multiple heavy-duty storage bags with clothing and leather goods valued at $5,425.24 were soaked, covered in mildew, and permanently damaged by mold. This is documented with photographs and confirmation from dry cleaners that the damage is irreversible.Clutter also failed to return a dresser, barstool, part of a bed frame, and a box of glassware worth $507.30. These items are shown in Clutters own inventory photos, proving they were in storage and in Clutters custody.Failure to Compensate and Breach of Duty:As instructed, I filed claims for all missing and damaged items through Clutters portal after being assured by a representative that I would be reimbursed. Despite this, the assigned claims representative, ***** ********, denied every claim, stating there was no evidence of missing items and that Clutter was not responsible for the damage. This is indefensible. Clutters inventory proves the missing property was in their care, and my documentation confirms the destroyed condition of the returned ******** refusing to acknowledge evidence or take responsibility, Clutter breached its basic duty of care as a storage provider. They failed to protect and return my belongings and dismissed valid claims despite clear proof.Damages Suffered:Destroyed clothing and leather goods: $5,425.24 Missing items: $507.30 Service fee: $755.00 Total damages: $6,687.54 Desired Resolution:I request full reimbursement of $6,687.54 for destroyed items, missing property, and the storage fee I paid for services not performed as promised. I have clear evidenceincluding Clutters own inventory photosproving responsibility for these losses, and I expect immediate compensation.

  Business Response

  Date: 10/08/2025

  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 initial pickup with ********************** took place on May 13, 2025, and the return of all stored items was completed on August 22, 2025.
  We understand the customers frustration regarding the items they believe were damaged. However, the items in question were not packed by Clutter personnel, and as outlined in our Terms of Service, Clutter cannot assume liability or offer reimbursement for items we did not personally inspect, pack, seal, and photograph prior to storage. Specifically, our 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. ************************************************
  Regarding the items that were eligible for coverage, the customer submitted claims which were reviewed and compensated in accordance with their $1/lb protection plan. This compensation was accepted by the customer on August 30, 2025.
  We remain committed to resolving any outstanding concerns and are available to provide further clarification if needed.
  

• Initial Complaint

  Date:09/18/2025

  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.

  ************************** were hired to move my house contents into storage, they were unable to provide me a delivery of my furniture and personal items despite trying to schedule with them for over 2 weeks.

  Business Response

  Date: 09/26/2025

  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.
  
  Thank you for the opportunity to respond to the customers concerns regarding the delivery of stored household items.
  The customer engaged ********************** for full-service storage, including pickup, storage, and return delivery of household contents. While the customer initially experienced difficulty securing a delivery appointment, a formal issue claim was submitted and reviewed by our Trust & Safety team.
  Following a thorough evaluation, Clutter approved the claim and coordinated a successful resolution. The customers items have since been delivered, and the matter was closed with confirmation of a satisfactory outcome.
  We appreciate the customers patience throughout the process and remain committed to providing reliable service and responsive support. 
  
  

• Initial Complaint

  Date:09/12/2025

  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.

  I entrusted Clutter with storing my custom Restoration Hardware bed valued at over $7,000. The bed was stored in March 2023. When my belongings were delivered back on September 2, 2025, the bed was missing. Despite multiple follow-ups, Clutter has not located it. Instead, they offered me only $1,000, making it impossible to replace the bed.Clutters website and marketing imagery create the impression that belongings are stored in secure, individual units. In reality, items are placed in large-shared warehouses with no customer access, limited transparency, and minimal accountability. This system allows high-value property to be misplaced, mishandled, or diverted without proof of chain-of-custody. The fact that many other customers report similar issues raises serious concerns about whether losses are due to gross negligence or something worse. I have filed a police report to document the missing property and have contacted the Attorney General regarding their pattern of behavior and marketing materials.Clutter may attempt to cite its $1 per pound liability cap as justification for offering $1,000. However, this limitation is misleading and unreasonable in this case. At the time of contracting, Clutters advertising and sales materials emphasized safety and sophisticated tracking, not extreme liability limits. No reasonable consumer would understand this to mean that a $7,000 bed could be reduced to a payout of $1,000 or less regardless of negligence or loss. By accepting custody of this specific item, Clutter assumed a duty of care beyond a nominal weight-based formula. Given the bed's size, I was charged storage fees for three years at a higher rate. To lose the item after collecting years of fees for it only compounds the harm.Desired Resolution:Full reimbursement of the beds fair market value ($7,000+).Either Clutter resolves this matter in full or I will pursue legal action.

  Business Response

  Date: 09/22/2025

  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.

  
  We appreciate the opportunity to address the customer's concerns regarding her Protection Plan and recent claims. We understand that navigating the claims process can sometimes be complex, and we have carefully reviewed this situation.

  
  Our records indicate that the customers Protection Plan has a coverage limit of $2,500, which has been applied to all claims submitted.

  
  Regarding the missing bed, our team conducted a comprehensive investigation. Initially, we offered $1,020.00, reflecting our assessment of the items fair market value. When the customer provided documentation valuing the bed at $910.00, our initial offer was still in excess of this stated value to ensure a fair resolution.

  
  Upon further review and to ensure a satisfactory outcome, we have increased our compensation offer for the bed to $1,546.00. This revised offer is intended to cover the full replacement cost of the item. We sincerely hope this adjustment will bring this matter to a positive resolution for the customer.

  
  We value the customers business and are committed to providing consistent and transparent service. We appreciate her patience as we worked through the details of her claims.
  

  
  

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23876905
  
  I am rejecting this response because:
  

  Your response demonstrates a fundamental failure to properly assess fair market value and to accurately interpret the documentation I provided. The figure of $910.50 you continue to reference was not the value of the bed. That amount represented the deposit required by Restoration Hardware to commence the custom build process, not the total purchase price.

  Restoration Hardware is a luxury furniture retailer, and the ************** I purchased remains available at a substantially higher full retail replacement price. Anchoring your valuation to a deposit figure is both misleading and inconsistent with established principles of fair market replacement value.
  As the bailee in exclusive custody of my property, your obligation is clear: to return the item or compensate me for its true current retail value. Instead, you have attempted to minimize liability by mischaracterizing a deposit as the full value of the bed.

  
  As confirmed by both the Restoration Hardware website and their customer service representative, the current retail value of the ***** Bed is $11,016.60 USD. This figure is far in excess of your offer and directly undermines your claim of having provided a fair market replacement.

  
  Furthermore, in your submission to the Better Business Bureau, you selectively cited the deposit figure from the email I provided while omitting the explicit documentation I submitted that confirmed the actual retail value. This selective presentation of facts further illustrates a pattern of misrepresentation and an ongoing failure to meet your legal obligations.
  
  Sincerely,
  
  ***** *****

• 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:09/02/2025

  Type:Sales and Advertising 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 had a pick-up on 7/18 in *************. Clutter quoted me for 1-1.5 hours of service ($5-600). The pick-up instead took 5 hours and cost over $2,000. While I understand quotes may vary from actual time spent (especially because i had ~7 more items picked up than originally noted), the team was inefficient and moved much more slowly than any Clutter team I have worked with in the past. I believe this was what drove the higher costs. I have already opened a case directly with Clutter, which was closed in under 24 hours with no resolution or root cause analysis provided. I am now escalating via Better Business Bureau, requesting either a partial billing adjustment or credit provided to my account.

  Business Response

  Date: 09/11/2025

  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 scheduled their initial pickup with Clutter on February 16, 2025, during which all selected items were collected. A second pickup was completed on July 18, 2025, and Clutter is currently storing the customers items.

  Prior to any scheduled appointment, we ask customers to submit a virtual walkthrough via their online account portal. This allows us to accurately allocate truck space, staffing, materials, and time based on the estimated volume of items.

  For the July 18 appointment, the customer indicated an estimated volume of ****** cubic feet to be picked up by Clutter. However, our team ultimately picked up ****** cubic feetan increase of ****** cubic feet and 10 additional items beyond the original estimate. This significant increase impacted the duration and logistics of the appointment.

  The customer subsequently filed a claim, and we provided a detailed explanation of the associated charges. We remain committed to transparency and are happy to clarify any remaining questions or concerns the customer may have.

• 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.