Complaints

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

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• 

  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  
• 

  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

• 

  Clutter

  19801 85th S Kent, WA 98031

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

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

• Initial Complaint

  Date:08/03/2023

  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 authorized Clutter to pick up the belongings from my *********** apartment for their service. I was told I wouldnt owe anything and was charged over ****** about ****** to be exact (i think) but my credit card naively didnt block the transaction and this was taken but not posted to my account so its a hold but it was money I use towards bills. I was not given much update in terms of why they seemed to take so long. I didnt have a lot so the fact it took them 2 hours is ridiculous. They needed to have someone pack up the stuff first because the bed would take no time at all to be unassembled. So Im disputing that. Not to mention they apparently cant take stuff I said in my chat that I had (cake mixes seasonings and cleaning products) its one thing to not take seasonings and boxed foods, however they couldnt take stuff like ************* and things like that? What the???

  Business Response

  Date: 08/11/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. The customer was onboarded with ********************** on 8/2/2023 with a 4-month commitment which provides a discount on their monthly storage rate and 1 hour of free labor for their onboarding and final return. Customers are also encouraged to complete a virtual walkthrough of their items so our team can provide an accurate quote and time estimate for their appointment. By booking and completing their first appointment, all customers agree to Clutters terms. This appointment was free up to 1 hour and had a $59 pickup & packing fee + $122/hour labor rate thereafter.

   

  ************************************************
  
  On Aug 2, the customer filed an issue claim to dispute the charges from her onboarding. 
  
  On Aug 3, 2023, the customer reached out to our support line to express her billing frustrations and spoke to a member of our Trust & Safety team. The customer had concerns with our preauthorization holds and mentioned how she did not approve $500 in charges that were billed after her first appointment. She also explained she had a referral code.
  
  We explained that the preauthorization hold is a standard procedure where our system places a brief hold on a customer's credit card to ensure there are enough funds to pay for their move. This amount was already refunded by our system. We also clarified the $500 in charges they saw. This was her $159/mo storage rate, $15 protection plan, $59 packing supply charge, and a $292.80 labor charge. Unfortunately, we cannot redeem referrals after an appointment has been completed.  The customer disputed this and we informed her the issue claim is still under review.
  
  On Aug 4, we reviewed the claim and offered $140.43 to lower the labor bill to match our initial labor quote of $152.40 after determining that the order took slightly longer than expected despite the customers virtual walkthrough being an underquote. We expected to store only a mattress, bed frame, bicycle, and an extra 25 cuft of items totaling 86 cuft. We actually picked up ****** cuft and noted there was quite a bit of miscellaneous items to pack. When we arrived, the customer was not on site and our team had to wait for the leasing office to grant ****** to their unit. Our team was onsite for 3 hours and 24 minutes. 
  
  After this, the customer disputed further and explained that someone from Clutter promised no payments for 4 months and that they had a Groupon for $350 off. After a thorough review of calls, chats, and emails, we determined that no one promised 4 months free and that no Groupon promotion was ever purchased as the customer never provided proof of purchase. 
  
  The customer filed another issue claim on Aug 10 to request $525.80. The claim was partially approved with an offer of  $59.57 which brings our total offer to $200. This lowers their final labor charge to $92.80. 
  
  With all of our offers and the free hour of labor, the customer is only paying for 45 minutes of labor. Despite the customers objections, Clutter does not believe the appointment could have been completed in 1 hour. We attempted to resolve this by providing a steep discount to their labor charge but the customer has continued to threaten lawsuits. Clutter has offered the maximum compensation available for their claims as we verified that no one promised 4 free months of storage. We do not store foodstuff as it is on our list of prohibited items: ********************************************************************************************************************************

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20415334
  
  I am rejecting this response because: The facts stated in this email are somewhat accurate but not completely. I was told there was nothing upfront. I wouldnt have authorized that and they werent clear from the start. 
  
  

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

  Business Response

  Date: 08/19/2023

  We confirmed via chat and call logs that no Clutter employee promised free storage. The customer asked our sales rep a hypothetical question on how much they'd owe if they had a Groupon $350 promotion. We told the customer that they probably wouldn't pay anything for a few months since if they had the Groupon and if their onboarding takes less than an hour. No Groupon was purchased and the onboarding took over an hour. Their storage 4-month commitment comes with 1 free hour of labor for their onboarding and final return. They are billed an hourly rate after the first hour is up. After the free hour of labor and our courtesy refunds, the customer is only paying for 45 minutes of labor.

  
  The pickup was an underquote with various items that needed packing left out of their virtual walkthrough. The customer was not onsite for the appointment and our team had to wait on building management to be let in.We do not believe this appointment would've ever been less than 1 hour. 

  
  Clutter is dedicated to resolving this issue but we have provided our maximum compensation for this matter.

   

  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20415334
  
  I am rejecting this response because:
  

  First of all thats false. I was told inaccurate information and that wouldnt be my issue. Adding it up there was around 300 ish or 200 ish left. 

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

• Initial Complaint

  Date:08/03/2023

  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.

  Over two+ years, I paid ~$6000 to Clutter to A. ***************** B. Store my items C. Return my items When I received my items, my chairs, rug, and mattress were molded due to improper packaging -packing was done by Clutter. My dresser legs were torn off, tables were scratched, the sofa was damaged due to improper packaging - packing was done by Clutter.When the movers came, they told me they would take and share pictures, they recommended me to return the dresser, rug, chairs to the storage unit, and that customer service would call me shortly to refund my storage costs, moving fee, and the items they damaged. When they left, I called customer service within the hour because I had not heard from the manager. After asking multiple times, Clutter refused to share the pictures it took (which are on record) and did not permit me to drive to the warehouse to take pictures that same day. The mover also requested to use my bathroom, and once he left, I noticed that he missed the toilet and left a puddle of urine on the floor. Please note that he walked all over the house with urine on his shoes.Then a few days later I was told that the refund was up to a dollar a pound, totaling a refund of $300. My items were worth $3000. When I requested my items back, Clutter told me that I refused the items and they were permanently lost; I never signed any paperwork nor was explained that i would never see my things again. Clutter offered $200 extra for inconvenience and $100 for the puddle of urine on the floor. Total offered refund value is $600. I paid Clutter ~$6000 to move and store my items safely; my items were worth $3000 - a total of $9000. I am asking for a refund as Clutter did not deliver on its promises to keep my items safe and had negligent movers that told blatantly false information that led to my items being both damaged and effectively stolen (taken secretly and misleadingly).

  Business Response

  Date: 08/12/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. The customer was onboarded with MakeSpace on 10/9/2020 which Clutter acquired in 2/2022. By continuing to store with Clutter after the transition, all customers agree to Clutters terms and were properly notified prior to the transition. Customers are also given the opportunity to purchase a protection plan for their items but the customer never did so they were enrolled into Clutters minimum protection of $1/lb per stored item. The customer closed their account and returned their inventory on 7/3/2023. 
  
  Immediately after their final return an item claim was filed for damages to 5 items and an issue claim was filed for an issue with her return. 
  
  On 7/4, another item claim was filed for damages and a final item claim was filed on 7/7. 
  
  Each item claim was approved with offers in line with their $1/lb protection plan. Their issue claim was also approved.
  
  Throughout this time, Clutter: Trust & Safety leadership has been in contact with the customer to resolve their concerns as the customer is disputing the claim offers. The dispute is ongoing and we encourage the customer to check their active correspondence for updates over the coming days. 
  
  Clutter acknowledges the situation has not yet been resolved within the time constraints of this complaint but is actively working on it.

• Initial Complaint

  Date:08/02/2023

  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.

  My issue with Clutter is its claims process. This means if they damage any of your belongings while storing or moving them, you file a claim for reimbursement. I have the basic plan which only entitles me to $1 per pound of items damaged. Well when they moved my items on July 20 2023 they damaged $1300 worth of belongings, shockingly this included things made out of durable materials such as steel and bamboo. I filed my claim on July 22 2023 understanding I would not get $1300 back, I would get the $1 per pound. But, I was shocked to see in my return inaccurate weights being listed. For example, they broke a mirror that weighed 57lbs, but they claimed it was 34lbs thus offering $34. They gave me an inaccurate payout despite the fact that I had provided a link to the item online which clearly listed the weight in the description. This shocked me enough that I went through the list of damaged items to find many of the weights inaccurate, which I communicated to their customer service. I was in contact specifically with a Clutter employee named ******. I showed her the link to the mirror. She responded with, The weights are determined by locating the same or a similar item online that discloses the weight. We use the exact match whenever possible or an average weight when necessary. She fixed my payout on the mirror. I was still not satisfied and voiced disagreement on the policy, how can you offer $1 per pound if you are estimating weights? This is falsifying information and shows that they never weighed the items being stored in the first place. Since they do not know the weights of items, they cannot uphold their contractual obligation of $1 per lb. I wrote many emails back and forth with their customer service. The last thing I was told by Clutter is that I should be grateful to get $1 per pound because their competitors only offer $0.60 per lb. All in all the customer service is trained to give copy-paste responses and no actual help.

  Business Response

  Date: 08/08/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. ********************** acquired MakeSpace in 2022 and integrated all of its customers into Clutter. Along with stored items, account details such as protection plans were also transferred over to Clutter. The customer did not purchase a protection plan with MakeSpace so they had MakeSpaces basic protection plan of $0.60/lb. Clutter increased that minimum to $1/lb. Since the customer did not close her account after the transition grace ******* she automatically agreed to Clutter Terms.  
  
  After her final return on July 20th, 2023, the customer filed an item claim on July 23rd to report damages in the amount of $1,383.96. The claim was reviewed according to the customers protection plan of $1/lb per stored item. This means any offer for damage or loss is based on the weight of an item and not actual value. In claims, customers are able to attach a link in their claim to the items purchase site. A standard part of our review process is to locate similar items to base the weight off of as sometimes customer-provided URLs do not contain weight information or they may not be an exact match. 
  
  In this instance, the customers provided URL was a match but was not referenced in the review. We located a similar mirror online weighing 39 lbs. We do not weigh items ourselves.
  
  After disputing the initial offer, the reviewing specialist revised the offer to match their provided URLs mirror weight. 
  
  The customer then took to various social media platforms to express her dissatisfaction with the claim process in general. A final reach-out was made with a revised offer of $600 and was accepted by the customer on August 3rd. 
  
  Since the customer accepted their claim, ********************** considers this case resolved.

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had the absolute worst experience with Clutter. First, my pickup appointment 6 weeks ago was split into two. I had to move out, and had to pay **************** to move the remainder of my belongings into Public Storage. Worse, Clutter still charged for the second trip even though there was NOTHING to move! I got text alerts when the crew took their required break and everything, despite calling multiple times to inform **************** that no one was there and that I declined to schedule the second appointment, AND cancelled it when I was alerted of it 24 hours in advance. This week, I had a delivery appointment. I went to reschedule it for another time slot, and it cancelled the delivery. I called **************** within one minute to un-cancel it, and they refused to reinstate it. They told me to log back in later that day to book again. The option to book delivery has been grayed out for over 48 hours now, yet warehouse appointments are available. When I try to book a warehouse appointment this week for more than 1 item (we need everything, but at minimum my 4 year old's bed AND his mattress), there's nothing available. We are overcoming being housing insecure (aka homeless) and to have paid this company so much money for this much hassle is absolutely insane.

  Business Response

  Date: 07/31/2023

  Little's items have been returned and removed from storage. The quickest way to resolve this is to file your claim via your account portal.  As soon as you do so, the Clutter Trust & Safety Team will work quickly towards resolving your claim.

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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.

  Date of Service 7/12/23 Order # ************** Pickup address: *******************************************************. My mailing address: ****************************************************************** I contracted with Clutter, Inc. to pickup and store some of the items from my Mother's house in *******. They have changed the amount of the contents/inventory in their favor, charging me for a space that I did not request. I have been on the phone 7 times trying to resolve this issue... Hours spent explaning and decyphering and on Hold. This company is not reputable in my opinion and their customer service is not.. customer service- even the Supervisor had to pass me off to the "Trust and Safety Team" who will call me back in ***** hours. We'll see-

  Business Response

  Date: 07/26/2023

  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 does not accept in-person returns at our warehouse facility locations as a matter of on-site safety for customers and employees. On July 12th, 2023 the customer onboarded for our Smart ******************** service.
  Prior to the appointment the customer had spoken to a ********************** sales representative and received a quote from the representative for a 10x10 space. Sales representatives can provide general estimates based on the inventory that customers describe over the phone, these estimates are on the condition that the information provided is accurate.
  When the customer booked the appointment with ********************** she listed 39 CuFt as the total labor for the job. When Clutter movers arrived to service the job the movers reported that the labor had been underquoted. 
  Upon servicing the appointment Clutter actually picked up ****** CuFt of household goods. Because we had picked up more than we expected, Clutter upgraded the customers storage space to a 10x20 space, which is the appropriate plan size for the customers stored inventory. Clutter notifies customers in real time of plan size usage and storage upgrades via an automated system. The automated system only knows to communicate the next highest plan size from the plan size originally subscribed. On July 19th the customer filed a claim to dispute the upgrade. The claim was approved in full for $84 equivalent to one months difference between the upgraded plan sizes rate and the next smallest plan sizes rate.
  Clutters Terms of Service includes this clause in regards to upgrading Smart Storage plan sizes:
  For Smart Storage Services, day one of your billing cycle is the date you begin storing Customer Items with us. You acknowledge that the amount billed *** vary due to promotional offers, changes in your ************ Services plan, and/or changes in applicable taxes, and you authorize us to charge your payment method for the corresponding amounts. You further acknowledge that the amount of the recurring charge *** change if the applicable tax rates change or if you are notified that there will be an increase in the applicable subscription fees.
  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20345755
  
  I am rejecting this response because: it is not complete. I am also working with the Trust and Safety Team to resolve the inaccuracies on my Inventory. 

  I was originally given the Final Non-Negotiable Warehouse and Inventory Receipt that states that I have ****** Cubic Feet. The response stated that I had 39 Cubic Feet. Their computer system and each of the 7 people that I have spoken with, "in and out of *****************," have stated that I have ****** Cubic Feet. I need to find out where the difference of the **** cubic feet comes from as well as fixing the Inventory List to reflect the appropriate items in my Inventory.

  I am supposed to hear from the Trust and Safety Team by tomorrow, July 27th. I am hoping there will be a resolve to my questions, although I am not very secure in this due to the fact that I have had to speak to so many people and I was never called back at the time(s) that I had specified by a Supervisor.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2023

  The Trust and Safety team has been communicating with ***** regarding this issue since they filed a claim with us. We have communicated that our movers measure items on site. The warehouse reviewed their inventory as we requested them to, and they confirmed the total cubic feet to be stored as 632. We have advised ***** that in order to downsize, they need to store 600 or less cubic feet. ***************** schedule a return at any time in order to downsize. 

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution for this part of my complaint is being completed.

  I will accept the $84.00 refund as I downsize the cubic footage by removing 6 items to be donated or disposed of and 1 item that will be picked up by a relative.

  The issue of this resolve taking 3 weeks to complete and my having to speak with 12 people and then finding out that I needed to file a claim to get any action taken

  is ludicrous. I am not satisfied with their method of doing business and was not informed from the beginning that they were a nationwide company. I would not recommend

  working with this company due to their lack of compassion, their outsourcing customer service to ***** and their lack of understanding and bait and switch tactics.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2023

  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 paid for moving and packing services through Clutter. Clutter sent movers who were high on marijuana and did not complete the job. I had half of my items left at my residence unpacked and unmoved. I was forced to make last minute arrangements to try to retrieve my items after paying Clutter $2800.

  Business Response

  Date: 07/27/2023

  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 does not accept in-person returns at our warehouse facility locations as a matter of on-site safety for customers and employees.

  The customer completed a ********************** appointment with us on May 26, 2023. Following an internal assessment of the claimant's issue, Clutter was able to reimburse them $125 for the instance of their move being partially incomplete as the claimant filed a claim requesting compensation. Some of this was caused by the effort to store prohibited items with Clutter. The claimant expressed that some of their items had to be moved independently causing emotional and financial strain, as a result. Our onsite movers completed the move that entailed wrapping, safely packing, and transporting items up to industry standards. 

  Per Clutters Limited Security Warranty Policy and Terms of Service:
  Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: (ii) loss of or damage to any Prohibited Stored Items (as defined in the Agreement); (vii) loss of business, sales, revenue, profits or anticipated savings; (ix) loss or damage due to emotional distress; or (x) consequential damages of any character;

  Clutter has opened an internal investigation for the substance use accusations made by the claimant of our onsite movers. Clutter takes these matters as a high priority. Clutter does not disclose the results of internal investigations it can confirm that the statements have been received.  

  As Clutter serviced the move for the claimant, the labor charges are valid. As a gesture of our customer appreciation, courtesy compensation has been offered.

• Initial Complaint

  Date:06/26/2023

  Type:Order 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.

  There are multiple complaints I have here. 1) Clutter has been charging me $162 per month for storage services. When I went to request a final pickup, it automatically offered me a rate of $97 for four months if I didn't. I find it disingenuous that they would withhold this information when they clearly offer this rate ($97) as is on their website for the same size. I am seeking a refund of the difference for the past four months.2) Clutter purchased Makespace whom I stored my belongings with. At some point when items were in Clutter or Makespace custody, there were rips to the protection of the mattress as well as damage to bedstands, where they will not close properly. There were also improperly packed maps, where makespace had folded rolled up large posters in a way that damaged them permanently. However, after repeated back and forth with Trust and ****************** even though I've provided photos of the rips of protection and the subsequent damage done to mattress afterward, they claim that because the damage photos were taken out of the warehouse it won't count. This is disingenuous because Clutter makes it extremely difficult to access to warehouse, saying you can't go and see your items unless you book a pickup which costs $. The address and contact info of the warehouse is also not transparent. I was only able to walk in because the guys there were nice. They did not operate in good faith and want to take the responsibility of damage done by Makespace, whom they have purchased. Also, when speaking with customer service before filing the claim, they gave me canned answers and were obviously based abroad with no real knowledge of what was going on the ground. The entire process was stressful.3) I was charged a $266 final pickup fee. Under makespace, there was no such charge to this effect and to this amount. I am requesting a waiving of this as a courtesy for all the trouble I had to go to access my items and get current information.

  Business Response

  Date: 07/05/2023

  Retention discounts may be offered to customers looking to close their account. These retention offers are not internal information, and differ between customers based on factors such as storage price and length of the account. Additionally, storage discounts are not applied forever, they are applied for a finite amount of time. We do not retroactively apply retention discounts, as they are only offered to customers looking to cancel service. 

  Thorough review of **** claims confirmed our decision is accurate. Please review our terms of service, "In order to be eligible for reimbursement under (ii) or (iii), you must timely notify Clutter of any applicable damage while Clutter personnel remain present during or after the performance of services. Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third party's negligence or willful act contributed to the claimed damage"

  As ** picked these items up at our warehouse, photos showing damages must be taken at the return location. ** moved the items then took photos, Clutter has denied liability as we could not find evidence this damage occurred while in our possession.

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed several item in storage in February 2021. One of them being a complete king size bed with a 4 drawer pedestal and mattress. First they lost my mattress and then miraculously found it. Now I am missing all of the hardware to this bed. No brackets and no screws. They are very uncooperative on the phone. **************** is zero. I want ALL the items I put in storage as my bed is useless without the hardware.

  Business Response

  Date: 07/03/2023

  If Judge is missing items form their return, the next steps are for them to open a claim via the Clutter Account portal.
  
  To get started, click this link: account.clutter.com/claims
  
  Once logged in, click the orange File a Claim button. From there, select "Yes, something was damaged or lost." and proceed as prompted.

  Once they've submitted the claim it will be reviewed by a Trust & Safety Specialist, typically a claim determination is made in 5-7 business days.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20232050
  
  I am rejecting this response because:

   

  I filed a claim already. They said the parts were in a box and they were not. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/07/2023

  At this time we have completed an investigation for these items and we have not been able to locate them, nor find any evidence of any items not being returned from your account. For this reason, in line with the information that we have, we will not be able to move forward with compensation at this time.

• Initial Complaint

  Date:06/26/2023

  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.

  Business transactions must be conducted based on mutual consent, not only because it is common sense, but also because it is a legal requirement. If a business cannot accommodate the request from a customer, they should either reject the order or receive the customer's consent. Unfortunately, ********************** did not uphold this principle, resulting in a frustrating and damaging experience that negatively affected my finances and mental health.I used **********************s storage service for my furniture and household items starting in later May of this year. When I made my return delivery appointment on **********************s website on June 10th, it asked for my information such as housing hours and door codes, etc. Additionally, I was given the specific option to leave a note. Therefore, on the appointment application form, I inputted that my housing hours start at 2 pm PST and left a note to request a delivery after 2 pm PST. My delivery appointment request was confirmed on May 28th via email, and nobody from ********************** contacted me with any issues. However, the actual delivery was made in the early morning on June 10th, which failed for obvious reasons. Consequently, all of my belongings were sent back to storage, and I was fined $200 due to the failed delivery. Then I had to rebook another delivery and the earliest available delivery date was June 19th. The extra 9 days brought my time at ********************** over a month, resulting in a charge of an additional $127 storage fee. I was left in an empty apartment with nothing since all of my belongings were in **********************'s storage. I contacted numerous ********************** staff to resolve the issue, but they only repeated their policies without explaining how they could violate my request without obtaining my consent. They argued that I already consented to their 7 AM - 3 PM delivery windows when submitting the order but refused to answer why they would ignore my 2 PM request, except one of the representatives I spoke to on the phone admitted to not reading my note. Moreover, I did not see anything on their website that prohibited customers from making delivery time requests. ********************** asked for the building hours before the order could be submitted and left a box obviously for customer requests. If I had agreed to their 7 AM - 3 PM delivery on June 10th, I would not have been making claims and exchanging emails with them right from the beginning! Those communications demonstrated the company's negligence and unfair practice to use excuses and unreasonable responses to violate customers rights.According to the policy which was shown to me, I understand that ********************** has the right to reject, cancel, postpone, or reschedule customers orders for reasons or even for no reason when ********************** decides NOT to make delivery. However, this very policy does not grant ********************** any right to deliver a service that is clearly against customers requests without their consent.********************** offered me a measly $40 for the $200 fine and all the things I had to buy to compensate for not having my household items with me. They then offered me $50 as compensation for completely breaking my desk when I finally got my items returned to me on June 19th. Furthermore, my most valuable items (2 custom skateboards, a vintage cowboy hat, custom bat wings for a costume, and an art canvas stand) were missing among the things delivered to me, with ********************** informing me that it could take 5-7 business days for them to be returned to me, but I remain doubtful given **********************s track record thus far and the monetary value of those items out of all of my other belongings.Im just a college student and having to go through all of this has given me so much stress and mental suffering as well as monetary damage of having to pay the $200 fine, the $127 for the extra month, and the necessities I had to purchase in order to live without my belongings with me for 9 days.I am asking for your help and support with the following request to **********************:1.return to me the $200 fine they charged me for a delivery at a time that I specifically requested to avoid.2.return to me the additional storage fee of $127 occurred due to the companys mishandling of the first delivery 3.compensation me a total expense of $200 for the necessities I bought for me to live while all my items were locked in storage.

  Business Response

  Date: 07/01/2023

  Clutter is a full-service self-storage company. For a monthly fee, Clutter will pick up customer items and store them in our local warehouse. The customer was onboarded with ********************** on May 16 2023 and scheduled a final return for June 10, 2023. The customer was given an arrival window of ***** for their return. We allow customers to notate any building restrictions in a specific field with the earliest and latest start time. Clutter tries to accommodate all customers restrictions but customers agree to be available at any time within the arrival window. The customer did list a start time of 2 pm but did not enter this into the specific field, they added this in the optional notes of their order. Our team never confirmed the building restriction and as such, arrived at 9 am on June 10. The customer was unavailable at this time and so the appointment was canceled after no response and charged a same-day cancellation fee of $200. The customer attempted to rebook the return but our only availability was on June 19th.
  
  
  The customer then filed several issue claims to dispute the fee and request compensation as they said they needed to purchase household necessities that were to be returned on June 10. After their return was completed on the 19th, they filed an item claim to request compensation for damage to their desk.
  
  
  We approved their initial issue claim for cancellation fee reimbursement with an offer of $45. This was a courtesy, Clutter does not take fault for the matter and will not waive the entire charge. Clutter is also not responsible for 3rd party fees unrelated to our services. Subsequent issue claims requesting further reimbursement were denied. 
  
  
  Clutter offered $50 for their desk damage as the customer chose our basic protection plan of $1 per pound for each stored item. 
  
  
  Clutter understands the customer does not accept our resolutions and several Trust & Safety specialists have attempted to resolve this matter. We sincerely apologize for the negative experience but our claim offers are final.

• Initial Complaint

  Date:06/21/2023

  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.

  On ***** May 2023, I items packed and placed into storage. I now want my items out of storage. I was informed that delivery was not an option because the area I would like my items delivered to is out of Clutter service areas. I then went to look into picking up my property from the storage facility. However, I was not able to select that option either. I have called twice (20 Jun 23 and 21 Jun 23) with zero resolution. I am being told that my only option is to have Clutter deliver my items to a location in ******* (where I no longer live) or to a third party for moving. Clutter is essentially holding my property hostage informing me that the only way for me to retrieve my property is to pay Clutter MORE MONEY? Clutter has no right to deny me access to my property. I understand that Clutter does not want to negotiate a delivery option to my new residence however to not allow me or a third party I hire to retrieve my property from the storage facility is illegal. While I understand that Clutter uses subcontractors for a variety of different services what was not made clear is that Clutter's use of subcontractors would affect the services Clutter claims to provide. Specifically in this case warehouse pickup. All I want is to be able to retrieve my property from the storage facility, AS IS MY RIGHT, and have it delivered to my new home. Under what legal authority does Clutter have to deny me the ability to retrieve my property from the storage facility? If this was going to be an issue Clutter should have made this clear when I scheduled my storage pick up. I should not now be forced to pay Clutter additional money to have my property delivered to the third party I chose to use to deliver my property to its actually end location. To date I have not been informed of where my items actually are nor the reason for why warehouse pick-up is not an option. This issue needs to be remedied immediately.

  Business Response

  Date: 07/06/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. We offer an online inventory of customer items and handle the stressful parts of commercial storage. Our warehouses are not accessible to customers but we allow restricted access in certain markets for warehouse returns. We mention the warehouse restriction on our website: 
  *******************************************************************************************************
  
  The customer was onboarded with ********************** on May 17 2023 in the *******, ** area and reached out to us about her closing her account on June 20th.  The customer was having issues with scheduling a final return due to her chosen address.  She attempted to enter an *******, ** address for delivery. After getting in contact with our CX team, she was informed that a long-distance return was not possible from our ******* warehouse to *******. The customer disputed this by filing an issue claim on June 22 and the matter was escalated to Clutters Trust & Safety team. 
  
  The Clutter: Trust & Safety team informed the customer of service limitations and denied her claim but our explanations were not accepted by the customer. We explained that ********************** only operates in specific service areas as mentioned in our Terms that the customer agreed to and that ********************** never promised or advertised long-distance returns and warehouse returns from our ******* locations.
  
  Clutter attempted to resolve the matter but we made no error and thus the claim was denied. We reviewed her claim again on June 30 with an offer of $95 as a resolution to her concerns after the customer booked a final return within the local service area where her items were stored. 
  
  Clutter does offer extended service area returns but only in our primary markets. ******* is not part of our primary market and we do not have a timeline on when this service will become available. The ******* warehouse is run by our storage partner Iron Mountain and is not a Clutter warehouse. Similarly, we offer warehouse returns in our primary markets but unfortunately, this is not yet offered in our ******* region. 
  
  Clutter hoped to resolve this matter but ultimately we cannot provide a service we do not offer. Her only options are to schedule a final return to any address within the local service area where she, a trusted associate, or 3rd party moving team can collect her items.
  
  Per our Terms: ************************************************
  
  "Clutter will not pick up, deliver, or return Customer Items at or to an address that is outside our then-current delivery zone (a Delivery Zone), unless we otherwise agree to do so in writing. To determine whether a zip code is within a Delivery Zone, you may input a zip code into clutter.com and review the results. Times given for pickup, delivery, collection, packing, and returns are only estimates and Clutter shall not be liable for any delays.
  
  Clutter shall provide certain Services, which you may select and schedule on clutter.com, by phone, via customer support, and/or in your ********************** Account, as applicable and available.
  
  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason..."