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

  5601 Foster Ave Brooklyn, NY 11234-1027

  

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

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,Im filing a complaint against Clutter Moving & Storage for misleading advertising, miscommunication, and ongoing ********* February, I chose Clutter based on their advertised ability to pick up, store, and ship items. As an active-duty military member relocating, this seemed like an easy solution. However, after my suitcase and two military bags were picked up, I was told they dont shipcontrary to their advertising. After days of confusion, I learned they could ship.I placed an order on March 18 to close my account and ship my items via ****** I was told delivery would be the next day, despite choosing four-day ground shipping. I arranged to be home, but no driver came or calledrightfully so, as I hadnt even received a tracking ********* is now March 21, and I still dont have my belongings. Meanwhile, Clutter continues charging me for storage. Ive spent $300 and have dealt with false information, fees, and unnecessary stress.I need my items to do my job. I request immediate shipment with tracking or a full refund for charges due to their delays.

  Business Response

  Date: 03/30/2025

  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.

  On March 25, 2025, the customer opened a claim regarding missing items. Upon investigation, it was determined that ***** has possession of the items. According to the tracking information provided by *****, the items are expected to arrive on April 1, 2025. The customer may contact ***** directly for further tracking updates. The customer's claim regarding the items being lost has been denied, as information indicates they are currently en route.
  Regarding any billing discrepancies, in accordance with Clutter's processes, the customer must first file a claim with us to address those issues.

  Clutter has provided the necessary information to the customer related to his concerns. 

  
  

• Initial Complaint

  Date:03/19/2025

  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 stored items with this company and they did not upload the pictures that were promised from the storage facility, and they obviously lost items that I watched them move into a truck to go to storage. They are refusing to show me pictures of my items and are trying to charge me for sending photos. They are refusing to pay me for lost items and will not cooperate in their agreement for how to properly store my items. I am disputing the amount my couch cost, given that they are refusing to provide photos of the couch.

  Business Response

  Date: 03/30/2025

  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.
  
  On July 13, 2024, the customer reported damage to a couch via Item Claim. Following an investigation, Clutter was determined to be liable. Under the customer's protection plan of $1/LB, an offer of $200 was made, based on the item's weight of 200 lbs. Customer accepted this payment.

  On March 16, 2025, the customer initiated communication regarding concerns about the condition of their stored items. Clutter informed the customer that they could view their items in the inventory through their account portal.
  The customer reported an inability to view photos in their account portal. A review of our system indicated that everything was functioning correctly. Clutter-packed items are photographed up to standards, and we communicated that we can offer a reshoot service for a fee. Clutter does not open customer-packed items without custom confirmation. If the customer would like to move forward with the reshoot, they can reach out to us, and we will proceed with the reshoot request. As per Clutter's policies, reshoots have an associated fee, which was communicated to the customer.

  Per **********************'s Terms of Service, visible at ***************************************************************

  By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services, at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account.

  ********************** has provided the necessary compensation to the customer related to her concerns.
  

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23081201
  
  I am rejecting this response because: Clutter never uploaded the correct photos of the couch - there were six pillows that went with it and they are refusing to provide proof that they have the couch and all 6 pillows. They charged me $45, even though they made the mistake originally of not providing proof of all items in the warehouse. They should not be charging me for their mistake. They are refusing to refund me the $45 and won't take proper photos proving that they have all items. Additionally, the pictures they did send show that the couch is damaged. I've asked numerous times for them to provide this information and prove that the couch has not been further damaged from the original damage they made. This is a $2000+ couch and they are being extremely negligent.

  Their customer service is utterly unhelpful and whatever they are telling you is absolutely incorrect and a lie. I'm paying them to store my products properly, and it appears they either lost some of them or are just being lazy and refusing to take the proper photos. If they are unable to do so I will file a suit for them to reimburse me for the entire cost of the couch. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/10/2025

  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.
  
  On July 13, 2024, the customer reported damage to a couch via Item Claim. Following an investigation, Clutter was determined to be liable. Under the customer's protection plan of $1/LB, an offer of $200 was made, based on the item's weight of 200 lbs. Customer accepted this payment.

  
  On March 16, 2025, the customer initiated communication regarding concerns about the condition of their stored items. Clutter informed the customer that they could view their items in the inventory through their account portal.

  The customer reported an inability to view photos in their account portal. A review of our system indicated that everything was functioning correctly. Clutter-packed items are photographed up to standards, and we communicated that we can offer a reshoot service for a fee. Clutter does not open customer-packed items without custom confirmation. If the customer would like to move forward with the reshoot, they can reach out to us, and we will proceed with the reshoot request.

  
  As per Clutter's policies, reshoots have an associated fee, which was communicated to the customer.

  
  Per **********************'s Terms of Service, visible at ***************************************************************
  By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account.

  
  Clutter has provided the necessary compensation to the customer related to her concerns.
  

• Initial Complaint

  Date:03/19/2025

  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.

  Last month I was informed that I could change my due date. The representative was nice to inform me that since I paid my bill on the first I could change it to this date. So a couple of days ago, I sent a text message to this company because I did not have access to the internet stating that I wanted my due date changed. Today, I received a message stating that my bill is due. This morning, via chat, I informed the representative that I already sent a text message regarding my new due date. The representative told me that my payment was due today and nothing could be done about it.I have been very ill for about a month. I thought I was doing the right thing by sending a text about my wishes as I have done before. I do have proof of everything that I stated in this complaint.

  Business Response

  Date: 03/30/2025

  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 customer has been with ********************** since 2019 and currently has a delinquent balance of $265.35. The customer is willing to pay their balance on the 1st day of each month moving forward. A one-time late fee waiver was previously offered on November 23, 2024.

   We understand the situation and empathize with the customer's recent challenges. We previously offered a one-time late fee waiver on November 23, 2024, and we are committed to assisting the customer in resolving this issue. We would like to clarify that we can help the customer adjust their due date to the 1st of the month, as requested, but this can only be done once the outstanding balance of $265.35 is paid. Once the delinquent amount is settled, we encourage the customer to contact us to arrange a new billing date.
  We have communicated this information to the customer via our issue claim determinations, and we want to reiterate that once the outstanding balance of $265.35 is cleared, the customer is welcome to reach out to us to request the change in their billing date. As per our policy, we can accommodate the request for a new billing date after the balance is settled.
  
  Per Clutter's Terms of Service, visible at ***************************************************************

  "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. You will pay any applicable taxes, if any, relating to any such purchases, transactions, or other monetary transaction interactions. In the event of insufficient funds or declined payments, we will make repeated attempts to charge the Payment Method. At our discretion, we may charge the Payment Method with a reasonable hold amount or non-refundable deposit in advance of any appointments booked through your Clutter Account. Any amounts not paid within five (5) days when due may be subject to late fees..

  Clutter has provided the necessary information to the customer related to his concerns. 
  

  
  

• Initial Complaint

  Date:03/14/2025

  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.

  Their website continues to show me that the price will be $386.99 and they keep billing me at $644.98.

  Business Response

  Date: 03/20/2025

  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.
  
  
  In response to the customer's concern, the company acknowledges a monthly rate of $644.98 for the customer's **************************** unit, equating to ******** cubic feet.

  
  Clutter confirms that a 40% retention discount of -$257.99 was applied to the customer's account from September 7, 2024, to December 7, 2024, effectively lowering the monthly payment to $386.99 during that period.
  The customer contacted the company via chat on February 14, 2025, at 11:49 AM, regarding a discrepancy in the payment amount displayed on the customer portal. While the portal indicated a payment of $386.99, the amount reverted to the regular rate of $644.98 during the payment process. The customer service team informed the customer that the 40% discount was a temporary promotion, valid only from September to December 2024, and the regular monthly rate of $644.98 subsequently applied.

  
  Following a thorough internal review, we identified a system anomaly that, unfortunately, caused an incorrect promotional discount to remain visible on the customer portal beyond its intended period. We sincerely apologize for any confusion or inconvenience this may have caused. We've taken the time to explain the situation to the customer in detail, clarifying the reason for the discrepancy in the displayed rate.

  
  Furthermore, we want to ensure clarity regarding the customer's account balance. Currently, there is an outstanding balance of $644.98, which accurately reflects the cost of storing the customer's items. This amount is due for the storage services provided.
  

  
  

• Initial Complaint

  Date:03/12/2025

  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 used Clutter to store my personal belongings and furniture. Upon delivery of my stuff, out of storage, and into my new home, it become painfully obvious that many of the items had not been wrapped and stored safely. In fact, their delivery team was explicitly and verbally dismayed at the obvious negligence. Since then, I've filed a ~$12k claim, given the retail value of all of the broken pieces of furniture (photo proof included), and was later met with a ~$500 settlement offer.

  Business Response

  Date: 03/20/2025

  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 customer filed a claim on March 8, 2025, concerning damages to several of their items. Clutter has thoroughly reviewed the claim, including the damages, and conducted a detailed evaluation. The customer received their final return on March 8, 2025.

  
  Per our Limited Security Warranty Policy, Clutter does not cover pack-by-owner items or items with pre-existing damage. 

  
  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."

  
  "The Limited Security Warranty does not apply to, and Clutter shall not, in any event, be liable for, any loss or damage that falls into the following categories:.. (vi) loss or damage to items that were previously damaged or repaired..." As a result, we are not able to compensate for this damage.

  
  We explained to the customer that the $2,500 protection plan covers all items collectively, not individually, as specified in the terms of the plan. This was made clear to the customer during our communication.
  ********************** has offered a fair-value repair cost for the damaged items. The amount offered is to fully cover the estimated cost of repairing the items. While we cannot suggest a specific company to use, this offer is based on the average prices in the customers local area for repair. Should this cost the customer more upon repair, they are free to submit additional documentation (receipt or repair estimate) through their account portal and our team can re-assess their claim. We believe the evaluations and outcomes were fair and consistent with our policies.

  
  "Upon receiving notice of lost or damaged Stored Items, Clutter will investigate the cause of loss or damage. If Clutter determines, in its sole discretion, that the loss or damage was due to unauthorized tampering with or access to the Stored Items contained within your Storage Box, Clutter will pay to you either (i) the cost of repair of the damaged Stored Items (up to the aggregate per-user limit expressly set forth herein and selected by you), or (ii) the current replacement fair market value of the lost or damaged Stored Items (up to the aggregate per-user limit expressly set forth herein and selected by you), whichever is less. Clutter shall be entitled to require proof of the initial purchase price, repair cost, and/or replacement value, and/or fair market value of any damaged or stolen Stored Items." 

  
  ***************************************************************************;

  
  Clutter has requested supporting documentation to assist in their review. We are actively collaborating with the customer to gather the necessary information and explore potential resolutions. 
  

  
  

• Initial Complaint

  Date:02/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had my items stored with ********* in ****** , **. Clutter acquired ********* during the pandemic. During that time, they moved my storage belongings from the warehouse in ****** to a warehouse in ********, **. I was unaware of this storage move, and was not given any documentation asking for my permission. During this storage move, two of my collectible furniture items valued at over $3,050 dollars, were damaged by their team. The chair will need an entire piece replaced, and is no longer functional. The coffee table legs are now damaged, and there is a huge gash into the wood on the corner. Both pieces are design collectibles and go up in value/price. Both pieces are new, and were in pristine condition when I initially stored the items.I've signed a contract with them , stating " The coverage for your items is $1/lb per your current policys Protection Plan. Normally, the payout would be based on the weight of each item. " However, I had no intention of moving the items, and was not aware they would be moving. The company did not contact me to let me know when the damage occurred, and so when I finally removed all items from storage for an upcoming move, the damage was uncovered. I've filed a claim with them, and they are offering me $540, which does not cover the amount to repurchase the items. I've stored my items with Makespace/Clutter for 5 years, and have paid over $9,000 in storage fees for their premium services and space. I expected that they would offer full compensation, since there was clearly wrong on their part. I've reached out to speak with a manager, and they have said there is nothing further they can help me with and will not fully compensate me. They have not offered an apology. When I've asked for documentation regarding the move during the acquisition, they said they do not have any documentation to provide. I never gave them permission to move my storage items, which has now resulted in damaged items of value.

  Business Response

  Date: 02/10/2025

  Clutter is a moving and storage company that provides long-term warehouse storage services for its clients household items. Clutter is a subscription-based model that provides concierge pickup and delivery services to its clients. All costs of service are communicated during booking through the clients storage dashboard, the Account Portal, at **********************************.

  In 2021, Clutter acquired a similar company, *********, and formally transitioned all MakeSpace clients to Clutter stewardship in February 2022. In July and August 2021, prior to the acquisition, ********* sent mass emails to all ********* customers informing them of the impending acquisition. This email encouraged clients to remove all items from storage in a Final Return appointment, to be completed prior to the transfer, if clients did not wish to be subject to Clutters terms, pricing, and service area limitations. ******* past the acquisition subjects clients to Clutters Terms of Service and Limited Security Warranty Policy, visible at ****************************************************************;********** business closure also meant a consolidation of clients stored items into Clutter storage warehouses, conducted in the first half of 2022.

  When clients first signed up with ********** services, clients were given the option of selecting a supplemental damage liability coverage plan (Basic, Silver, and Gold), which billed at a monthly additional rate. In order to book the first pickup appointment, clients were required to select from one of these three plans.

  ***** ****** first became a MakeSpace customer on 30 November 2019, and was transitioned to Clutter stewardship on 22 February 2022. When signing up for ********** services, ****** selected the Basic supplemental damage liability coverage plan, which covers $0.60/lb/eligible item, regardless of the eligible items utility, scope of damages, or fair market value. When ******* account came under ********************** stewardship, ****** was automatically provided the nearest comparable coverage plan, at $1/lb/eligible item, regardless of the eligible items utility, scope of damages, or fair market value. To be eligible for coverage, an item must meet criteria outlined in the Limited Security Warranty Policy and Terms of Service.

  Clutter delivers to ******, **, as is outlined in our Delivery Zones found here: **********************************************************************************************. Rather than opting for a concierge delivery to an address in ******, **, ****** instead chose to schedule a Facility Pickup appointment at our ********, **, location, which was completed on 3 February 2025.

  Item damages or losses are never an expectation when using Clutters services, but unfortunately, during the servicing of the 3 February 2025 appointment, it was discovered that one of ******* chairs was damaged, and one of ******* tables was scratched. Clutter offers a claims process to address missing or damaged items. All claims are assessed in alignment with the Limited Security Warranty Policy and Terms of Service, as well as the Protection Plan coverage level outlined above.
  The aggregate weight of the two items claimed was determined to be 40 lbs, receiving $40 per Clutter policy, or $24 per MakeSpace policy, under ******* chosen damage liability coverage plan. 

  As a one-time courtesy and after discussing this matter at length with the Trust and Safety team, a member of the Trust and Safety team offered an increase of $500 above policy, for a $540 sum offer for the two items declared, or $270 apiece.

  Per the Limited Security Warranty, visible at *****************************************************************,

  "You acknowledge and agree that the Limited Security Warranty set forth herein shall be your sole and exclusive remedy and Clutters total liability to you in connection with any lost, stolen, or damaged Stored Items."

  While we understand that ****** is seeking additional compensation beyond the $500 extension above policy that Clutter has offered, the $540 aggregate for both items declared represents the sole and final offer Clutter will be providing.

  If ****** has any remaining questions, ****** is welcome to contact the Trust and Safety team through ******* standing lines of communication with the Trust and Safety team.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22922786
  
  I am rejecting this response because:

  I have no documentation from Clutter or Makespace requesting my permission to have my items moved into a new storage facility. There is no PDF or document record from either company, which has been confirmed by Clutter staff. 

  Life Storage, whom has purchased Clutter in 2023, now owns this business. They have a market value of ***** billion dollars. So in essence, this company has the funds to pay for the damages to my items but is ethically unsound and is flat out refusing. This is a matter of ethics and integrity. 

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

  Customer Answer

  Date: 02/12/2025

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

  I've decided to accept the offer from Clutter. I've had a change of mind, and will accept their offer. 

  I would like the customer to confirm that they will refund the amount. 

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

• Initial Complaint

  Date:02/07/2025

  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.

  While Clutter was storing several pieces of solid wood furniture that I owned at their ************************************* facility--beginning in March 2019 and concluding in December of 2024 at approximately $90 a month--they damaged and disposed of it. The explanation for the damage was "bedbugs." Consequently, I believe this damage and disposal was a result of their gross negligence and willful misconduct. Under their Limited Security Warranty their responsibility for such loss is "a total maximum of US $1000.00 in aggregate per User." ********************** offered to settle the claim for $120.00. The nature of this dispute is if "bedbugs" can damage solid wood furniture to the extent that it needs to be disposed of, Clutter's offer is $880.00 short of their documented warranty. While that amount does not come close to what would be needed to replace the items I have informed them that it would be acceptable.

  Business Response

  Date: 02/09/2025

  The complainant is misreading the Limited Security Warranty Policy. The Limited Security Warranty Policy states:

   

  "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 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."

   

  **********************************************************************
  
  

  The complainant is mistaking "damage to your household," meaning property damage such as scratched floors or punctured drywall, is protected up to $1000. The relevant section is "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 complainant did not purchase additional protection and agreed to $1/lb coverage, meaning the coverage is based on the claimed item's weight and not the value. This is standard in the household goods carrier industry. More can be learned about how a goods carrier covers item damage from this FMSCA article:

   

  *******************************************************************************************************************

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22914234
  
  I am rejecting this response because: Clutter has now documented what they consider to be their only liability for the damage done to, and the disposal of, my propertya total maximum of US $1.00 per pound in aggregate per User. However it is doubtful ********************** actually weighed the items before they disposed of them and offered to settle my claim for $120.00. For example, their claim offer indicates that all items damaged and disposed of each weighed exactly the same. This is impossible. Each item was radically different in size and weight though all the items were solid wood. Their offer cant be considered legitimate.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/12/2025

  While Clutter stands by its initial assessment, we are amenable to updating the $1/lb/item initial assessment if ******* provides manufacturer specs for these items demonstrating that these items did not weigh 40 lbs. If the manufacturer's specs show these items weighed more than 40 lbs, we will amend to that weight value. ******* may furnish this documentation through **************** standing lines of communication with the Trust and Safety team. Absent this documentation, or, if this documentation shows the 3 eligible items weighed less than 40 lbs apiece, ********* $120 claim offer will stand as initially assessed.

  Business Response

  Date: 02/12/2025

  While Clutter stands by its initial assessment, we are amenable to updating the $1/lb/item initial assessment if ******* provides manufacturer specs for these items demonstrating that these items did not weigh 40 lbs. If the manufacturer's specs show these items weighed more than 40 lbs, we will amend to that weight value. ******* may furnish this documentation through **************** standing lines of communication with the Trust and Safety team. Absent this documentation, or, if this documentation shows the 3 eligible items weighed less than 40 lbs apiece, ********* $120 claim offer will stand as initially assessed.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22914234
  
  I am rejecting this response because: Clutters response begs the question: How exactly did Clutter come up with its initial assessment? Absent an answer, Clutter nevertheless expects me to do something much more scientific and difficult (e.g. locate manufacturers specs) to determine the weight of my property. I think the companys response confirms my suspicion that Clutter did not weigh my property before disposing of it as seems to be required by its Limited Security Warranty. I think Clutter needs to do a lot more to document exactly how it came up with an offer of $120.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/06/2025

  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.

  Complaint Against Clutter Overcharging, Poor Service, and Property Damage I am filing this complaint due to Clutters unauthorized charges, failure to deliver promised services, property damage, and poor customer support.1. Overcharging & Unfair Fees My move was on February 4, 2025, and I was charged $1,024.Clutter billed me at a higher month-to-month rate while also charging an early termination feewhich is contradictory.Customer service wasted 8-10 hours of my time, acknowledged the issue, but refused to adjust the charge due to a tech issue on their end.2. Property *************************** Claims Clutter broke my study desk, bedside table, and TV.The TV box arrived broken open with metal stands inside and no longer works.Despite paying for insurance, Clutter denied all claims, even though their team caused the damage.3. Failure to ********************* I paid extra for full-service delivery and assembly ($460 + $155/hr), but the team refused to assemble anything.They claimed Clutter did not provide tools and were instructed not to assemble furniture.I had to hire a separate handyman, adding to my costs.4. Poor ************************Charging My Card *********************** customer service is unresponsive and makes customers wait on calls with no resolution.Despite these issues, they auto-charged my card for the full $1,024.Requested Resolution I request that Clutter:1.Issue a partial refund for incomplete service.2.Process my insurance claims for the damaged items.3.Remove the unjustified early termination fee.Clutters handling of my move was unacceptable. I expect BBB intervention to resolve this.

  Business Response

  Date: 02/14/2025

  Clutter is a full-service moving and storage company. For a fee, Clutter packs, stores, and digitally inventories customer items in one of our warehouses. Customers can manage their inventory online and schedule appointments as needed to remove or add items into storage.  Customers may file an item claim for damaged or lost items and an issue claim for billing concerns.  The customer joined ********************** on **/9/2024  and closed their account on 2/4/2025. The customer stored on a month-to-month basis without any commitment. 
  
  On 1/23/2025 the customer reached out to our chat support about the early termination fee that was on their account. Our support team did not resolve the issue at this time but confirmed the customer should not have any fee due to the lack of commitment. The customer reached out to our chat support again on 1/29 where we confirmed this was a bug and we opened an internal tech ticket to remove the fee from their account. 
  
  On the day of their 2/4 final return, the customer filed an item claim for a damaged desk, nightstand, and TV. Initially, their entire claim was denied due to their furniture containing MDF and no damage was seen on their TV. We did not have any internal report confirming our team dropped the TV or that it was damaged while in storage. The customer disputed this outcome and emailed our Trust & Safety team on the same day. After responding to the customer and clarifying our policies, the customer continued to dispute and we decided to make an exception to our MDF policy exclusion. Our updated offers cover the fair value to fully replace their furniture. We maintained our denial of their TV and asked for evidence of physical damage. The customer has yet to respond to our email on 2/4. 
  
  The customer did not contact us to dispute their billing charge nor did they file an issue claim to request compensation. Our Trust & Safety team reached out via phone and email on 2/11 to gather feedback from the customer in hopes of resolving their concerns but have not heard back from them. They are free to file an issue claim for their billing concerns and provide proof of damages to their TV for further claim review. The customer was never charged the $150 account closure fee as this was a leftover amount from when they stored with us in the past. According to our records, we did not notice any error with their final return fee but again are happy to review any issue claim the customer may submit. 
  
  The Limited Security Warranty does not apply to, and 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); (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture [...]
  
  Per Clutters Limited Security Policy Warranty, loss or damage to the internal workings of electronic items are not covered. If this is taken to be repaired and there is any evidence of physical damage that is exposed, please feel free to submit documentation to the Clutter Trust & Safety Team for reanalysis.
  
  You can review the Limited Security Warranty Policy here: ***************************************************************************;

• Initial Complaint

  Date:01/29/2025

  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.

  Clutter Moving and Storage This is the first time I have ever filed a complaint against a company. But I am so frustrated and alone that I am stepping up. As a new business, Clutter was once a solid and ethical organization. It started as a good for you, good for us arrangement. But they changed everything by hoodwinking their clients. They had one contract and then suddenly without notice imposed a different and extremely costly new fee structure on their long term customers. A ****** search will share volumes... They also have an offshore group now managing billing. They are very aggressive and unscrupolous in their practices and policies. I have repeatedly tried to communicate with them without success. Can you PLEASE assist in getting this company to behave ethically and legally. At this point I am angry and hopeful for a class action lawsuit I can participate in. I have until now always avoided such efforts not believing in taking advantage of others including businesses. But this company has so disappointed and caused me to choose otherwise. Please please help! Thank you- *** @ ************ phone

  Business Response

  Date: 01/30/2025

  Clutter updated our Terms of Service in 2022. Clutter notified all customers with 30 days notice of the changes and encouraged customers that did not like the changes to the business to schedule a final return and to cancel service. Clutter's Terms of Service states:

  "By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services, at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account."

  ************************************************

  Clutter's support team is easily accessible through customer member portals. ********************** additionally has a call center that maintains operations and services customers seven days a week. **********************'s Senior Customer support team makes regular calls to the complainant's primary number ************ to assist with resolving the delinquent balance on the customer's account but have been unable to reach her. The customer is welcome to contact ********************** via her account portal to establish contact via email. Customers can file claims internally with ********************** via their account portals. The complainant is welcome to submit a written claim via her account portal to contest any charges or raise any other issues and Clutter will work to resolve issues with her directly through our documented claims process.

• Initial Complaint

  Date:01/21/2025

  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 utilized this service as storage for home items before (Nov-Dec 2024) I moved from ** to ******** on Dec 1. A week prior to my moving I asked to remove all of my stuff from storage. They confirmed with me that Id be able to take all my things. On the day of my move, just two hours before Im supposed to go to ***, I received a vague email that I couldn't get half my items all of which included my bedframe, my TV and upwards of maybe $5k. At the storage facility, an employee told me that it in instances like these since it wasnt my fault that my things could be driven to a New York warehouse when ready. Clutter offered no follow-up that I didn't have to force them to give me. They have been uncommunicative and unhelpful and whats worse is that someone via email ***** of ************** Team told me that the warehouse holders lied and I cant get my stuff Sent to ********. Ive asked them to call me multiple times and they havent done so and they wait till the end of the day to email me and it takes virtually weeks to have a single conversation. They bury themselves in email conversation and no one has made any effort to call me. All of these things were purchased by my late mother and I really want my things back and delivered to *** or a Clutter facility as NONE of this is my fault. I should not have to pay them more money for issues they've created. Im infuriated by this company. I am presently sleeping on the floor in my home because of their negligence. I have told them time and time again I do not have the capacity to return to ** to get my things and they have constantly provided insufficient communications. In addition to this they tried to charge me for the month that my things were held against my will, and I only got a resolution from this financial strain by contacting my bank and alerting them to the fraudulent charge.

  Business Response

  Date: 01/27/2025

  Clutter is a moving and storage company that provides appointment-based pickups and returns for its clients furniture and other home goods. Clients items are palletized and placed in warehouse storage facilities on warehouse shelving. Clutter offers these storage services on an automated and recurring monthly subscription basis, billed every month beginning on the day of the initial storage pickup. Clutter also offers supplemental Protection Plan coverage, billed separately but on the same automated cycle.

  ****** ****** first contracted Clutters services on 21 October 2024 for an appointment serviced on 31 October 2024. Felders items were picked up in the ** area, and stored in our nearest warehouse in ********, **. As ****** received an Onboarding appointment on the 31st, Felders monthly billing cycle is on the final day of each month (28th, 29th, 30th, or 31st, depending on the month and year).

  On 25 November 2024, ****** scheduled a Warehouse Pickup appointment for 1 December 2024. A warehouse pickup appointment is an appointment type in which a client, or a clients chosen third-party moving company, brings a truck to Clutters warehouse staging area. Clutter pulls the clients items from warehouse shelving, depalletizes the items, unwraps the items, and stages the items at a staging area for pickup. Staging occurs at any point between the night prior to the appointment to the time of the appointment. These types of appointments are billed on the basis of $0.75/cubic feet (cuft) of items serviced.

  Because Felders items remained in storage on the date of Felders billing cycle, on 30 November 2024, ****** was automatically billed the full monthly storage charge of $338/month, plus the $25 Protection Plan coverage. Per our Terms of Use, visible at ***************************************************************

  "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. [...] You hereby authorize Clutter to bill the subscription fee to your Payment Method, along with any applicable taxes or additional fees due during the billing period. You must cancel the ********************** prior to the end of the then-current subscription period in order to avoid billing of the next subscription periods subscription fees to your Payment Method. Any change to our ********************* pricing or payment terms shall become effective in the billing cycle following notice of such change to you as provided in these Terms. [...] You may cancel your ********************* at any time once the minimum storage term you committed to has been met; however, you will not receive a refund for the then-current subscription period. [...] When you cancel the *********************, you cancel only future charges associated with your Clutter Account. You may notify us of your intent to cancel the ********************* by booking a final return of the Customer Items, but the cancellation will only become effective at the end of the subscription period in which we perform your final return. You will continue to have the same access and benefits of the Services for the remainder of the current subscription period.

  On 1 December 2024, while our warehouse team was preparing Felders order, the machine our warehouse uses to pull furniture off warehouse shelving unfortunately broke down, preventing Clutter from completing the 1 December 2024 order until the machine was fully repaired. Clutter immediately notified ****** prior to the appointment, and encouraged ****** to reschedule for the remainder of the furniture that could not be placed in the staging area. ****** elected to pick up the items that were able to be staged for pickup, and transported these items to ********, **, leaving all remaining items in the ********, MD, warehouse.

  Clutter has a claims process for quality-of-service and billing-related issues. Claims for these issues are called Issue Claims. On 3 December 2024, ****** filed an Issue Claim regarding this experience. Clutter provided a $105 billing correction to Felders original $363 appointment bill, which accounted for the $0.75/cuft for the items that could not be serviced.

  ****** reached out to the Trust and Safety team, which holds sole purview over claims, on 3 December 2024 after receiving the claim ruling. ****** was offered the additional courtesy waiver of the November - December billing cycle, and was provided instructions on how to claim the $326.73 prorated amount. However, as ****** had already disputed the charge with ************* those funds were frozen on Clutters end, preventing Clutter from providing that refund until the bank dispute is dropped and the funds are re-released to Clutter. Once the dispute is dropped, the prorated refund offer of $326.73 will again be accessible in Felders Account Portal at **********************************.

  ****** now lives outside the DC Warehouses Delivery Zone. As Clutter is not (nor ever has been) a long-distance moving company, Clutter can only deliver items to a location within the warehouses service area. The list of locations Clutter can deliver Felders items can be found here: **********************************************************************************************************.

  Per Clutters Terms of Use, visible at ***************************************************************

  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 ************************** 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 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, including, without limitation: [...] Department of Transportation or state tariff regulations; labor shortage; unexpected logistical challenges; prior or current unpaid account balances or incomplete documentation; or any other reason.

  While we acknowledge this created an unfortunate circumstance, Clutter was within its rights to cancel the appointment due to unavoidable operational issues, and is neither able nor liable to deliver Felders items to NY from DC.

  The broken machine was finally fixed on 7 January 2025, at which time ****** was instructed to book a second Warehouse Pickup, or a delivery within the DC Warehouses Delivery Zone. Upon hearing this news, ****** stated the ************'s employees informed ****** that Clutter offers delivery services from ** to **. To reiterate, Clutter is not, nor ever has been, a long-distance moving company, and a DC to NY delivery is far outside the scope of Clutters services. When repeatedly asked, ****** would not provide any evidence that any member of Clutter promised ****** this service. The Trust and Safety team conducted an internal investigation of this claim, and was ultimately unable to find any evidence that corroborates Felders statement.

  The Trust and Safety team presented ****** with the delivery options available within Clutters scope of services: a warehouse pickup, or a delivery within the Delivery Zone. Clutter is waiving the Clutter-side costs of these appointments, but will not cover any third-party costs, such as hiring a long-distance mover. Per the Limited Security Warranty, visible at *****************************************************************,

  "The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: [...] (vii) loss of business, sales, revenue, profits or anticipated savings."

  ****** is currently coordinating with the Trust and Safety team the return of Felders remaining items in storage, and ****** is concurrently working with a third party to receive Felders remaining items within Clutters Delivery Zone. Should ****** have any questions, we encourage ****** to utilize established communication channels with the Trust and Safety team.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: ********
  
  I am rejecting this response because: this is in regard to the same company. I have already filed with BBB. My complaint was #********. It was a lackluster resolution but my partner was going to retrieve my items this weekend in **. Everything was confirmed and scheduled. However, yet again I received an email that my things could not be picked up and my appointment was cancelled. I am extremely angry and at this point I am requesting that my things be delivered to my home in ************* as I originally asked. i moved out of ** in December and have still not received MY possessions. This company and its **************** have been unhelpful and unprofessional and I am preparing to take legal action.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/25/2025

  Clutter is a moving and storage company that provides appointment-based pickups and returns for its clients furniture and other home goods. Clients items are palletized and placed in warehouse storage facilities on warehouse shelving. Clutter offers these storage services on an automated and recurring monthly subscription basis, billed every month beginning on the day of the initial storage pickup. Clutter also offers supplemental Protection Plan coverage, billed separately but on the same automated cycle.
  
  The customer contracted with ********************** on October 21, 2024, for storage services, with a pickup from the *************** area scheduled for October 31, 2024. The customer hired ********************** for ********************** services on October 21, 2024.  The monthly subscription plan is billed according to the subscription plan the customer has agreed to upon the booking of their initial appointment. Storage plan sizes are subject to change depending on the number of items picked up initially during the onboarding appointment. 

  
  On November 25, 2024, the customer scheduled a warehouse pick-up for December 1, 2024. Clutter provides options for customers to book a Facility return to pick up items directly at our warehouse. On December 1, 2024, due to an unexpected delay, prevented the completion of the customer's return appointment. The customer was informed beforehand and opted to pick up the items that had been staged, leaving the remainder in storage. On 12/1/24, a total of 22 items were returned to the customer. The remaining 15 items were returned on Feburary 22, 2025, free of charge.
  
  
  The customer filed an issue claim on December 3, 2024, regarding the delay in the return of their items. In response, a billing correction was applied, and a credit of $105 was issued for the incorrect labor charge, reducing the initial bill of $363. The credit was processed on December 12, 2024.
  
  Clutter has provided the necessary compensation to the customer related to her concerns. ********************** considers this matter closed as the customer accepted the filed issue claim approved amount. The customer is free to file additional issue claims and Clutter will review accordingly.