Complaints

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

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• 

  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  Clutter

  19801 85th S Kent, WA 98031

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  

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:08/06/2025

  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.

  We hired Clutter to move our household items on July 7 2025 and keep in storage until August 1 and then move it to our new home on August 1.When they delivered the stuff many things were missing and many were ********* replace much of the missing things like our antique rattan chair, some German hand made spice racks, my daughters bed frame and mattress, a hand-woven **** chair, my sons Alesis drum rack, my full bed frame, one leg of our dining table and one of our dining chairs along with the broken things like our dining table base, a full length mirror, my office table and several other items it would cost at least $6000 to replace if not more. We told the delivery men when we saw things missing and they told us to call customer service and weve called, chatted online and they have promised a call back and nothing has happened. We are now five days without these things. This business needs to be held responsible and has to compensate for our missing items as well as for our wasted time.

  Business Response

  Date: 08/12/2025

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

  
  Following this, the customer reached out to our Customer Experience team and was provided with clear guidance on how to initiate a claim. A formal claim is now open for the reported damaged and missing items, and our team is actively reviewing the matter and conducting a thorough investigation. There has been consistent communication throughout the process, including a completed phone call during which the customer was updated on the current status of their case.

  
  We fully understand the customers frustration and want to assure them that we are doing everything possible to resolve the claim promptly and fairly. We kindly ask for their continued patience while the review is finalized, at which point a resolution will be provided

• Initial Complaint

  Date:07/25/2025

  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.

  My brother died in the home he was renting. I was named as his emergency contact in the lease. Clutter moved the contents per our appt but they overcharged me and I have yet to be able resolve it. I cant reach anybody in the **. Huge language barrier. Everybody I reach is foreign and I can hardly understand them. They either have an IT glitch or they have no resolution. I filed a claim within their online portal and they denied it and now closed out the claim but then I replied again today and got somebody in ***** who cant see why it was denied. Meanwhile Im grieving the loss of my brother and have very important things to do in that regard. They charged 1.83 hours at $155 an hour saying that we went over our five hours by 1.83 hours; however, our plan included six hours per ******* in sales who placed our order. unit.

  Business Response

  Date: 08/04/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  The customers agreement with ********************** was honored in full. According to our service terms, the initial pickup includes up to five hours of labor at no cost. Any time beyond five hours is billed at our standard hourly rate.
  For this appointment, the customer was charged as follows:
  Premium Service Fee: $237.00
  Time Slot Selection Fee: $29.00
  Gas Fee: $9.00
  Labor Charges: $283.16 (based on 1.83 hours billed beyond the initial 5-hour allowance at $155.00/hr)
  These amounts total $509.16 for the appointment.
  In addition, the customer was billed $177.00 for the monthly storage plan for her 10x20 unit, covering the period from July 19 to August 19. This brings the overall billing total to $686.16.
  The labor was billed correctly based on time recorded beyond the 5-hour complimentary window. Only 1.83 hours were charged, not six, and all other line items align with our published rate structure.
  We regret that the customer feels dissatisfied, but we stand by the accuracy of the charges.
  
  

• Initial Complaint

  Date:07/24/2025

  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.

  I have been trying to resolve an unauthorized cancellation charge of $100 to my account due to *************************** negligence and failure to provide service. I contacted them May 23rd and May 30th over email to request a refund of the disputed charge. The last correspondence from them May 31st indicated willingness to refund the unauthorized cancelation fee of $100 but no refuind has been processed. Clutter rescheduled my appointment to pick up and store boxes of belongings for the summer from **************** from 5/21 to 5/25 via text message on 5/19 without my consent. I sent a message on 5/19 through the portal that I could not do 5/25 due to graduation and street closures. I called twice on 5/20 to follow up to request a new appointment. I informed Clutter that 5/25 was not possible because of street closures due to graduation. The associate with whom I spoke on Tuesday afternoon, 5/20, said she would notate that 5/25 would not work due to street closures and move-out requirements of my dorm and would email me that day after looking into possible dates for rescheduling. I asked to confirm with a supervisor but my request was denied. After not receiving an email, I contacted Clutter via the chat feature the next morning (5/21) to follow up on my request for a new date. I was told that the appointment had been canceled and there were no new appointments I could schedule until June. The online clutter portal did not show any appointment for me. After the appointment was confirmed as canceled by the chat associate, Clutter sent me a text 5/23 alerting me to an appointment on 5/25 when said appointment had already been confirmed as canceled and I had communicated with them on multiple occasions I could not move out on that date due to street closures. I called them again on 5/23 to confirm the cancellation and they offered no new date in May I could use. Because the vendor has been unresponsive and engaged in fraudulent business practices, I request your assistance.

  Business Response

  Date: 08/01/2025

  Clutter has completed a detailed review of the customers account history, inventory records, and claims correspondence. Below is a summary of the relevant facts about a $100 cancellation fee:
   
  The customer originally scheduled a pickup appointment for May 21st, which was later rescheduled to May 25th via text message on May 19th due to operational constraints. While the customer was notified of the change, they promptly responded through our portal to indicate that May 25th would not be feasible due to graduation-related street closures and dorm move-out restrictions.
  
  The customer made multiple attempts to reschedule the appointment, including outreach via portal message, phone calls, and chat support. On May 21st, Clutter confirmed that no new appointments were available in May and that the existing appointment had been canceled. Despite this, an automated text reminder was sent on May 23rd referencing the previously canceled appointment, which understandably caused confusion.
  
  Per Clutters standard policy, appointments canceled within 48 hours are subject to a cancellation fee. This policy is communicated during booking, in confirmation emails, via text messages, and on our website: ****************************************************************************************. The policy exists to account for operational costs associated with reserving truck space and mover availability.
  
  Following the cancellation, the customer submitted a formal issue claim through our Trust & Safety team regarding the $100 fee. After a thorough review of the circumstances and acknowledging the unique challenges presented, Clutter approved a full waiver of the cancellation fee as a one-time courtesy. The refund was processed accordingly, and the claim has been fully resolved. No further cancellation fees will be waived under this account ********************** forward.
  
  Clutter remains committed to providing transparent, fair, and responsive service. We appreciate the opportunity to clarify our actions in this matter.
  
  
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  From July 17, 2022 to July 17, 2025 Clutter has been overcharging or attempting to overcharge me for storage.Clutter acquired MakeSpace, which operated on a model where the customer only pays for the amount of space required to store their items. Clutter changed the model to a fixed size model and informed me that they would choose an appropriate size and I did not have to do anything. When the card they were auto-billing could no longer be billed, I reviewed my account and noticed they were charging me for a 10x10 space for which, according to their own data on my user dashboard within their site, my stored items are only using 56% of the space. This means that for 3 years they have been auto-billing me for almost 2x the amount of space I needed. I've spoken to Clutter representatives several times about this and they have told me there is nothing they can do to rectify the situation. I refused to update my billing information and they refused to release my items that I overpaid to store for 2 years. They are now auctioning off my items.

  Business Response

  Date: 07/28/2025

  While still a MakeSpace customer, the customer received an email titled MakeSpace is changing your pricing. This communication was sent shortly after the February 18, 2022 email titled MakeSpace is a Clutter company. All ********* customers received this second email over a seven-day period, which confirmed when and by how much their pricing would change. Importantly, customers monthly ********************** rates did not change for at least 30 days following the notification.

  As outlined in the MakeSpace is changing your pricing email, continued use of our services constituted acceptance of Clutters Terms of Service, which state:

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

  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.

  In order to receive Services, you must provide Clutter with a current, valid, accepted method of payment (as updated from time to time, Payment Method). All information that you provide in connection with a purchase or transaction or other monetary transaction interaction with the Site, your Clutter Account, or the Services must be accurate, complete, and current. You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred.

  Upon reviewing the customers account, we found no claims submitted regarding the pricing change or storage plan assignment. The customer currently has an inventory totaling ****** cubic feet, which falls within the 10x10 storage plan range (covering 200 to 400 cubic feet). The customer has not made any attempt to reduce their inventory to qualify for a smaller plan and avoid additional charges.

  As of this response, the customers account reflects a delinquent amount of $3,015.24. Due to the prolonged non-payment and lack of resolution, the account has been escalated to be auctioned in accordance with our policies.
  

  
  

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding extensive property damage and negligence by Clutter, a storage and moving company. After entrusting Clutter with multiple high-value personal and professional items, my belongings were returned in severely damaged condition, including snapped furniture, broken electronics, and missing or mishandled goods. Despite paying for Clutters enhanced protection plan, their internal claims process capped reimbursement at an unreasonably low figure, far below the actual value of damages incurred.Clutter has offered a final payout of only $2,030, while the total estimated damages including destroyed items, loss of use, time lost addressing the situation, and legal consultation exceed $25,000. I have spent dozens of hours attempting to resolve this, and the experience has significantly impacted both my personal life and professional work.We have already begun engaging legal counsel and filing reports with relevant authorities. I am seeking a $25,000 resolution to cover the full scope of damages and time lost. I hope the BBB can assist in holding Clutter accountable and facilitating a fair and timely resolution.

  Business Response

  Date: 07/29/2025

  Summary: The customer stored items with ********************** beginning in July 2024 and did not purchase any additional protection, so their account was covered by Clutters Limited Security Warranty, which is included at no cost and provides reimbursement up to $1.00 per pound for eligible loss or damage. After their final return in July 2025, the customer submitted a claim for 26 items valued at $18,777. Clutter reviewed the claim and extended three offers: $780 based on policy limits, $1,280 after offering replacement or repair value to select items, and a final goodwill offer of $2,030, all exceeding the coverage provided under the free warranty. The customer rejected these offers and requested a minimum settlement of $10,000, stating intent to pursue legal action. Clutter maintains that its final offer was fair, made in good faith.

  Clutter has completed a detailed review of the customers account history, inventory records, and claims correspondence. Below is a summary of the relevant facts:

  - The customers onboarding appointment occurred on July 23, 2024, during which 53 items totaling ****** cubic feet were added to inventory.
  - At the time of onboarding, no additional protection plan was purchased. The account was therefore covered under Clutters Limited Security Warranty, which states:

  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.

  - The customers final return took place on July 8, 2025, after which the account was canceled.
  - On July 9, the customer submitted a claim for 26 items, declaring a total estimated value of $18,777.
  - Based on the weight of the claimed items and the coverage level in place, the initial settlement offer was $780, consistent with the terms of the Limited Security Warranty.
  - On July 12, the customer disputed the offer. A second review was conducted, and Clutter extended a revised offer of $1,280, going beyond the policy terms by offering repair or replacement price to select high-priority items.
  - On July 17, the customer rejected this offer and requested a minimum settlement of $10,000.
  - A third evaluation was completed, and Clutter extended a final offer of $2,030, again exceeding the contractual coverage limits.
  - After multiple outreach attempts and a full investigation of all correspondence and item records, the customer advised that they would pursue legal action to seek compensation exceeding $10,000.

  Clutter maintains that the offer of $2,030 reflects a good-faith effort to resolve the matter beyond the coverage provided under the Limited Security Warranty. After following all internal protocols, this is our final offer.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: *****************************************************************************************************************************************************
  

  We reject Clutters response and find their characterization of the situation both incomplete and misleading. While they repeatedly cite the limitations of their $1 per pound warranty, they omit several critical facts:
  
  Severe, Widespread Damage: More than half of our belongings were returned visibly crushed, dented, or shattered; including irreplaceable furniture, artwork, kitchenware, and electronics. Their own internal team admitted during delivery that the items were flagged as damaged in storage before ever reaching our home.

  Missing & Sensitive Personal Property: One entire bin never arrived. It contained a MacBook Pro, PlayStation 5, and most concerning private legal and medical documents, including a birth certificate and Social Security card. Clutter marked these items as not inventoried without offering any explanation of where they went or why they werent returned. No apology or accountability has been offered for this loss.

  
  Inconsistent and Opaque Process: Clutters claims process lacked transparency. Despite our repeated attempts to seek answers, their responses were generic and non-committal. At no point did they explain how these damages occurred, what investigations were done, or why items were marked as not inventoried.
  Good Faith *************** Clutters so-called goodwill offer was neither generous nor acceptable it was a lowball amount untethered from the value of what was lost or destroyed. Their reliance on technical fine print does not absolve them of negligence, poor handling, or inadequate communication.
  
  To be clear:
  We are not simply asking for a larger payout, we are seeking accountability for the gross mishandling of our property and the loss of highly sensitive personal materials.
  
  We reject this resolution and will be pursuing appropriate next steps to recover the full value of our losses.
  
  

  Sincerely,
  *** *****

  Business Response

  Date: 08/06/2025

   

  On July 23, 2024, the customer had their initial onboarding appointment. This was followed by two return appointments: a partial return on October 30, 2024, and a final return on July 8, 2025.

  
  The customer filed a claim for damaged and lost items on July 9, 2025. This claim was evaluated according to Clutters terms of service and the customers account protection plan, which is based on a $1/lb Protection Plan coverage, as no additional coverage was purchased before their initial pickup appointment. 

  
  Clutter in good faith has offered more than twice the contractually owed amount for the customer to accept, which has been approved. Contractually, Clutter owes up to the $1/lb minimal coverage for stored items. 

  
  The customer can accept this offer via their ********************** online account. 
  

  
  

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23631636
  
  While Clutter states they are only liable for $1/lb under their Limited Security Warranty, this position ignores the gross negligence involved in this matter. The extent of the damage and the complete disappearance of certain high-value items, including a laptop, gaming console, and personal identification documents, goes far beyond the scope of minor incidental damage contemplated under their policy.
  

  We have filed a police report regarding the missing items and have initiated the formal process of a lawsuit. Our counsel has already sent an initial demand letter to Clutters legal team.
  We maintain that the settlement offers provided are inadequate, do not address the full scope of the losses, and fail to account for the gross negligence and mishandling of our property.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 08/12/2025

  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 customers first appointment with ********************** took place on July 23, 2024. He subsequently requested two returns: one to a facility on October 30, 2024, and one delivery on June 20, 2025. His return of all items was completed on July 8, 2025.

  
  Following the completion of his final return, the customer submitted a damage claim for certain items. Although he did not purchase a protection plan, Clutter extended a goodwill offer that exceeded the limitations outlined in our basic coverage. As stated in our Limited Security Warranty:

  
  Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutters possession, up to a total maximum of US $1.00 per pound in aggregate per User (the 'Limited Security Warranty'); damage to your household caused by Clutters gross negligence or willful misconduct, up to a total maximum of US $1000 in aggregate per User; 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 (together with (i) and (ii), also part of the Limited Security Warranty). 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 partys negligence or willful act contributed to the claimed damage.

  
  Any damages, whether resulting from negligence or gross negligence, are reviewed under this policy. There is no additional coverage for items believed to have been handled with gross negligence.

  
  At this time, Clutters Trust & Safety team is actively reviewing the customers demand letter and will follow up accordingly.

  Customer Answer

  Date: 08/14/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  

  Clutters response to my BBB complaint does not address the actual issue. Instead, it merely restates their Limited Security Warranty, which I have already reviewed in detail. That warranty does not shield Clutter from liability when items are lost or damaged due to negligence or gross negligence.
  
  
  My claim concerns the loss of high-value items including a MacBook, PlayStation 5, and irreplaceable personal documents. These losses are well-documented and occurred while in Clutters possession. Clutters reliance on the $1/lb limitation is both unreasonable and inapplicable in this case, as it does not excuse mishandling or negligence.
  
  
  I have already provided sufficient evidence of these damages. Clutter has not offered any meaningful resolution, despite having had ample time to do so.
  
  
  At this point, I am preparing to pursue legal action and will be submitting this matter to the appropriate consumer protection agencies. While I would still prefer to resolve this dispute fairly, Clutters continued refusal to engage in good faith leaves me no alternative.
  
  

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/16/2025

  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.

  My storage space was emptied and all my items delivered to me on May 8th 2025. All payments were made and completed on the same date. According to Clutter my account should have been closed at the completion of all the above. About a month later my account was stl open and my credit card information still on my account. I emailed ********************** customer service and the replied that my account would be closed prmptly. That did not happen. I sent another email about 2 weeks ago. Despite that my account still remains open and Clutter still has not removed my credit card info. I would loke my account closed and my credit card information deleted at once. Thank you

  Business Response

  Date: 07/18/2025

  The customers final delivery took place on May 8th, 2025. On that same date, their account was officially closed in our system. This was communicated to them during each interaction in which they inquired about the status of their account.

  Regarding the credit card information, it has since been removed from their account as requested. As of now, Clutter does not retain any credit card data associated with this customer.

  Although the customer reports continued concerns about the account remaining open and their card still being stored, we have confirmed that both issues have already been resolved. The account is no longer active, and there is no billing information on file.

  The customer can verify this directly by logging into their account portal.
  

  
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/24/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customer’s belongings from one residence to another within one of our operative service areas.
  We would like to clarify that during the customer's Onboarding appointment on June 16, 2024, Clutter assigned one mover and provided materials in accordance with the pickup estimate of 400 cubic feet. The services were completed within a reasonable timeframe, and the customer acknowledged and accepted the offer of two complimentary hours of labor, which were fully honored.
  Additionally, on June 18, 2024, the customer submitted a claim regarding labor charges. Clutter reviewed the matter, offered compensation, and that resolution was accepted by the customer.
  Regarding the customer’s concerns about the protection plan not applying to their damaged items, Clutter would like to reiterate its policy that items packed by the customer are not covered under the protection plan. This information is made available at the time of purchase and throughout the service experience.
  An excerpt from Clutter’s policy states:
  “Under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage.”
  https://www.clutter.com/legal/limited_security_warranty 
  In light of this, we must respectfully deny the current claim, as the items fall outside the scope of our coverage.
  
  

  Customer Answer

  Date: 06/25/2025

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

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

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

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/18/2025

  Clutter, Inc. is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customer’s belongings from one residence to another within one of our operative service areas.

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

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

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

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

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

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/10/2025

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

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

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

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

  
  

  Customer Answer

  Date: 06/20/2025

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

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/08/2025

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

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

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

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

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

  
  

  Business Response

  Date: 06/08/2025

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

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

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

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

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

  
  

  Business Response

  Date: 06/08/2025

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

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

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

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

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