Business ProfileforClutter

I wish there was an option to give 0 stars. Their website makes moving look easy and takes some of the stress away, so I was drawn to it! I moved out of a 2300sqft apartment into a home at 7 months pregnant. Both me and my husband have had two back surgeries so we opted for the full white glove service where they pack, transport, and unpack for you. I called two times in the weeks leading up to my move to extra confirm the move would be able to be completed in one day. My apartment building has a 9-6pm rule for move-ins/outs. I was told multiple times by someone CLEARLY reading off of a script in another country "not to worry ma'am, this move will absolutely be able to be done in one day and you will not have to pack at all". I called again and since our white glove service included packing materials, asked if it would be possible to have some dropped off so I could pack some of our valuables ourselves to with the person at the call center said "not to worry, you won't need to pack before and I'm sorry that's not possible". The 6 movers then show up, take one look at the apartment despite me sending MANY pictures and doing a walkthrough and immediately go "oh there's not way this is happening in a day".... mind you, there are two beds, one living room, and just some barstools for our kitchen. It's NOT a lot. Anyway, said that's okay, we realize we're paying by the hour we just want to get it done in a day and THEN they said oh well there's a policy we have to leave point A (the apartment) by 12pm, but we can stay at the house as long as need be. And I was like wait, so you think you're going to pack and move in 2.5 hours (they arrived at 9:30)? I got it extended to 3pm after begging but customer service refused to explain the policy in place that made this leaving by a certain time from point A A a hardfast tule. We left with 1/2 moved and had to hire another moving company to do the rest. Clutter apologized and offered a second date the following week... wtf?

We apologize for the level of service that you have received while storing with us. We take pride in carefully storing our customers' items, and any experience that does not demonstrate such care is below the standards we have set as a company. Our Trust & Safety Team is currently working with you to investigate further and work towards a resolution. We hope to fully solve this issue in a ************** manner. Thank You, The Clutter Team