Reviews

This profile includes reviews 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

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  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

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  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

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  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

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  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  

Review Details

• Review fromTiffany C

  Date: 05/04/2024

  Clutter no-call no-showed a disposal appointment after I waited 5 1/2 hours for their team. Any update I received was provided when I contacted customer service directly. Their team felt no responsibility to update me after missing their appointment window multiple times.Unprofessional, unsatisfactory, and compleetely unacceptable. Do not waste your time or money with this "service".

• Review fromCory S

  Date: 05/01/2024

  Clutter has been a nightmare from start to finish. Issues with outsourced customer service, lack of communication, too much reliance on automation, mis-cataloged items, and no genuine interest in doing what's right. I continue to hit road block after road block with nobody on the Clutter side realizing the string of issues together needs to be resolved differently. The amount of times I was quotes policies and procedures that go against common sense is baffling.

  Clutter

  Date: 05/02/2024

  Hi ****,

  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 will be reaching out to you to investigate further and work towards a resolution. We hope to fully solve this issue in a quick and fair manner.

  Thank You,

  The Clutter Team

• Review fromMad H

  Date: 04/03/2024

  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?

  Clutter

  Date: 04/06/2024

  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

• Review fromCamille J

  Date: 03/29/2024

  Used Clutter to store two of my vending machines. Recently had them delivered to my self storage unit. First, my machines were being transported on their sides. It is commonly known to avoid turning any refrigeration on it's back or side. The movers recommended I wait two days before powering the machines on to ensure all the gases have gone back down after being turned. Secondly, in turning the machine upright we hear broken glass sliding down. The movers say they'll take it back. After talking to their internal team while continuing to move the other one, the mover tells me someone else is going to pick the damage one up later that day. Notes that if I don't hear back soon, give the customer service a call. Called the customer service who instructed I file a claim and told me no pick up will be done today but one can be arranged in two days. Since the storage unit understandably would not allow the machine to stay out of the unit itself, I had to hire two guys to help me move it into my unit. I had proceeded to schedule to pick up for disposal with Clutter but after further thought realized they probably wouldn't pay me out for the value of the whole machine especially if it still worked so I should plan to keep and restore the glass that I'll be reimbursed for. The claim came back and I was correct, I was given $500 for the glass repair. I was told supplement files can be submitted in the notice of the $500 and when I asked the online ********** was fine because I wouldn't know the machine worked until I waited the two days to plug in once gases had gone down. After waiting the two days to plugin and assess it works, I discovered that the machines do turn on but the damaged machine's tray is bent and the back of the machine is dented in as well. I submit the additional supplemental photos to be denied due to the original claim of $500 being approved. I will not use Clutter again and certainly wouldn't recommend them.

• Review fromDaniel U

  Date: 03/19/2024

  I was told that the Clutter team would be a three person team at my apartment with tools and special packing materials that I paid extra for. I was to get mattress bags, custom TV boxes to protect them, and the team of three was to disassemble my bedroom suite since I am still working through an injury and can't do it myself. When the team got to my place there were only two of them, and they were missing a ton of materials. It started with them not having any tools to work on my bed with, so I had to run to find neighbors that were still home that would let me borrow tools. That set me back about 30 minutes, during which, the team at site didn't pack any additional boxes or move toward the resolution of that site visit. They also didn't have any of the mattress bags, nor the custom TV boxes. In the end, it took longer to complete and on top of that I was charged for the extra time that the team was on site. I am also extremely dissatisfied with the Trust and Safety Team not removing that charge despite it only going past the first free hour because their team showed up without tools to do the work that they were there to do! Horrible and unprofessional company.

  Clutter

  Date: 03/21/2024

  Hello ***, our Trust & Safety Team will be reaching out to you to investigate further and work towards a resolution. We hope to fully solve this issue in a ************** manner. Thank You, The Clutter Team

• Review fromJay F.

  Date: 03/16/2024

  I'm leaving this review because a friend recently had the exact same awful experience with this company so I want to make sure to share this information as widely as possible. Stay away, FAR FAR Away! I used Clutter to move out of my 3bdrm 2bth house and paid over $4000. This was by far the worst and most expensive moving experience I've ever had. It took the Clutter team two full days to move my stuff and I promise I'm not a packrat. Again, have never experienced anything remotely like this in my life and I've moved plenty of times. Being an obviously single woman who clearly is not broke, the movers just seemed to run the clock out. They were nice enough but very slow, spent too much time focusing on small, time consuming details. I was initially using them to pack my things as well but after the first day went so poorly paid my cleaning lady extra to pack up everything in my house. When they came on the 2nd day, every single thing was packed and it should've taken half the amount of time that it did. Somehow it still took the team of four 8 hours to move everything. Again, it was an awful, very overpriced experience. Moving is already a very stressful, time consuming experience, being taken advantage of in this way made it an absolute nightmare of an experience. Make a better choice and look elsewhere.

  Clutter

  Date: 03/18/2024

  Hi ******, 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. As a result, our Trust & Safety Team will be reaching out to you to investigate further and work towards a resolution. We hope to fully solve this issue in a ************** manner. Thank you, The Clutter Team

• Review fromPENNY B

  Date: 02/26/2024

  When I first acquired my account the customer service was very good. I've had my things there for five years and signed my contract there was a 10 day grace ****** if your payment was late. Now it's 5 days and a ***** late fee. I've asked for my payment date to be changed they have refused so that they can continue to get extra money from which seems to be illegal to me. I will be moving my things from there as soon as possible. After they outsourced their business they became a totally different company they are *************** now and they don't care about their customers. I would NEVER recommend them to anyone not even my worst enemy. The only option I have left is contacting an attorney and I really hope my things have not been damaged.

  Clutter

  Date: 02/27/2024

  Hi *****, 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 will be reaching out to you to investigate further and work towards a resolution. We hope to fully solve this issue in a ************** manner. Thank You, The Clutter Team

• Review fromCourtney L

  Date: 02/18/2024

  I had no problem with the movers, they worked well and efficient. When they realized how bad the communication from head office was to us, the movers went above and beyond. Plus they did a very good job packing. My issue is with sales, customer service and the white glove service. Overall selling of services and goods that in reality were not the product that was provided or offered. I called Clutter customer service everyday for 2 weeks leading up my appointment. I was told I would have 5 people, and 1 truck. This did not happen. I was told I would not have to pack anything, this is not true, instead there is a time limit that no one talked about of 6 hours! The movers expectation was I already had my 1 BR apartment packed.I was told the white glove service and concierge, would be available during my move day, they were unreachable and never returned my calls, not once. Plus - I could never be transferred to their department. I did not get a proper virtual walkthrough, no one called me, I kept trying call to them to confirm my walk through to get a proper estimate. We did not have them dismantle our TV because we found out thats a different hourly TV. I have to now file a claim because I was charged the incorrect hourly rate according to the movers. I have so many issues with how Clutter handles communication at the customer service level, I will never recommend this vendor. It cost me a blind $2200 to move 5 minutes away, 6 hours of packing and drop off to complete, and no additional location. And you must file a claim for billing issues as you get auto charged. No customer service rep on the phone is allowed to discuss or ************* a claim. Plus side note- they tied to charge me for half of service 2 weeks before my service date $750. This was also was not communicated, only the $80 deposit was discussed as the pre-charge 48 hours before your move date. This company needs to be strongly investigated. Anyone suing them, I would like to join your lawsuit.

  Clutter

  Date: 02/23/2024

  We apologize for the negative experiences you have faced with our company, as this is not indicative of our standards. That said, Clutter is dedicated to resolving any customer issues, and we would like to connect with you to  see how we can resolve this in a ************** way. Our Trust and Safety team will be reaching out to you to discuss.

• Review fromRob M

  Date: 02/13/2024

  Clutter stored my furniture for years as a different company but then I tried to get it back...Day of delivery: Clutter's delivery team never rang the doorbell, and while driving away, hit me with a $200 fee, overdrawing my bank account.Overdrawing my account? My fault.Not ringing my doorbell? Critical failure.They sent me an agreement to "refund" me $100 "As a one-time courtesy..." in order to cover their operational shortcomings, but this isn't an acceptable operational practice. They are blocking me from setting another appointment, most of which I want to do so that I can stop doing business with them.

  Clutter

  Date: 02/14/2024

  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.
  Mandanas scheduled a return for Feb 7, ****. When reserving an appointment customers must acknowledge that there is a $200 fee for rescheduling or canceling an appointment within 48 hours. Within 48 hours Clutter has dispatched manpower and staged the customers items for return; as such, cancellation or rescheduling within this timeframe incurs operational costs on Clutter as customer items must be restocked.
  Customers agree to electronic communication per Clutters Terms of Service as Clutters primary way of notifying customers that movers are on the way and have arrived is via SMS. On Feb 4th Clutter texted ******** a reminder of the appointment on the 7th. On Feb 7th Clutter texted Mandanas three notifications to inform him that the movers were on the way, a link to track the movers progress, and a notification that the movers arrived. 
  When on site the movers called twice, left a voicemail, and waited 25 minutes on site. Because the movers could not make contact with ********, the appointment was canceled. ******** filed a claim to dispute the cancellation fee on Feb 7, ****. Mandanas was offered a partial waiver of the cancellation fee on the same day within 3 hours of filing the claim. ******** disputed this result and on Feb 13, **** ******** was offered a full waiver of the cancellation fee. ******** accepted Clutters offer and has a final return scheduled for Feb 25, ****. Because ******** has accepted the resolution agreement, Clutter considers this issue resolved. Mandanas is welcome to reach out to Clutter directly for any additional concerns or issues.
  
  

• Review fromConnie D

  Date: 02/09/2024

  I stored some of my furniture with Clutter for years. I requested some of the items to be returned. Upon return, some of the furniture had been badly damaged and unusable, including a bed frame from West Elm. I filed a claim and they would only partial reimburse me for the damaged item saying it was minor damaged and the found a cheaper replacement from ************ website. The bed frame was completely warped and can't be put back together from the damaged. It didn't matter that part of their requires $25/month insurance fee. Beware of this company and stay from them if at all possible. Now I have to pay someone else to haul away the damaged furniture.

  Clutter

  Date: 02/10/2024

  Hi ******, 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. As a result, our Trust & Safety Team will be reaching out to you to investigate further and work towards a resolution. We hope to fully solve this issue in a ************** manner. Thank you, The Clutter Team