Clutter is more or less equipped to take your stuff away, but good luck getting any of it back again. Trusting Clutter with my possessions was a mistake. With the exception of my very first pick-up (5 boxes, super manageable, two dudes: Phillip and Orel), my entire experience with Clutter has been a nightmare. They are struggling to locate and return my items and I no longer wish to continue utilizing Clutter, but I'm stuck with them because my stuff is practically being held hostage. Half of my furniture came back damaged and the other half has been misplaced in a warehouse. The mover who was supposed to deliver all of my furniture plus a few boxes last week on the 6th asked if Customer Care had contacted me. I said, "No, why?", and he reported that over twenty items were "missing". I was livid, not only for the unanticipated complication but also for the lack of initiative that Clutter took in alerting me of the logistical failure. I'm in the middle of moving right now. Have you ever tried unpacking boxes without all of the corresponding furniture to put your stuff into? It's not going well. I'm having to borrow random things from neighbors because I can't get my stuff back. I have continually attempted to recover everything and end my interactions with Clutter to no avail. I feel trapped. Since then, Customer Care reps have guiltily admitted that part of the problem was that my inventory was split into two different locations even though that's not what I'm paying for. I feel deceived. I'm paying for a storage room of a certain size and evidently, their interpretation of these dimensions extend across multiple rooms. Furthermore, I was supposed to have additional "non-missing" items delivered this morning (the 12th) and instead I received an impersonal text: "The items scheduled unfortunately could not be transferred in time in order to meet your appointment deadline. We are going to need to investigate this issue further..." I've had to take time off from work to accommodate scheduling Clutter appointments, so I'm frustrated by how casually my appointment was canceled due to poor time management and operational coordination on their end. I've scheduled a new appointment for Saturday the 15th and I'm already preparing myself to be shocked and disappointed yet again. If they can't get my stuff back to me by the 28th I will be charged for another month of rent, and the best that the Customer Care rep was able to promise me was that they will pro-rate that month for the days I'm being forced to continue working with them. Not okay. I'll cross that bridge if and when it comes to that. I've lost count of how many times I have been on the phone with Customer Care. This company will clearly take every shortcut possible to keep their expenses low at great risk to your belongings. I want my things back, and I'm simultaneously terrified of the condition in which they will eventually (hopefully?) arrive. If you go with Clutter I recommend taking the following precautionary steps: 1) Have them do all of your packing for you. It's free and they will take much greater responsibility for the damage inevitably done to your boxes/items if they are the ones who did the packing. It's more time consuming, but worth it in the end when things start to go wrong. 2) Speaking of time-consuming: The Customer Care reps seem to be encouraged to underestimate the time it takes to pack and schlep your items away. This creates a lot of problems both for yourself and for anyone else that these movers are scheduled to assist later that day. I'm not a morning person, but the 7 am window increases the likelihood of your appointment not getting canceled at the last minute because it will be the very first appointment of the day. If you have a lot of stuff, demand that Clutter send additional people and/or increase your appointment time frame to longer than two hours. 3) Take the time to inventory all of your items that Clutter is coming to pick up through the online booking system. This helps ensure that the movers will arrive with all of the materials that they need to do their jobs. Don't surprise them, they won't be prepared for it. 4) You need to micromanage the movers and watch them photograph every single item. I let them take away a microwave that I had not originally added to the online pick-up form. I didn't see them barcoding, scanning, or photographing this item into my inventory, it doesn't appear online, and now I'm sure it's gone forever. 5) Pay for the more expensive protection plan. Your items will likely come back damaged and you'll have to file a claim with the under-staffed Claims department. If you have paid for the higher plan they are more likely to reimburse you for the actual value of the item they damaged. On the cheaper plan, they are only obligated to refund you $1 per pound, in which case it's only the item's weight that matters. read more

DAMAGE / LOSS / INVASION OF PRIVACY caused by Clutter. Clutter completely destroyed my furniture while it was moved and stored in their facility and refuse to give me any explanation of what happened. I just want share the excruciatingly painful and highly distressing experience I recently had with Clutter, in order to prevent whoever is considering hiring their services to think twice before doing so. In September 2022, I engaged Clutter's services to handle the packing, moving, and storing of my furniture from my apartment. Although their rates exceeded those of their competitors in the market, I presumed that such premium pricing would ensure a superior experience. I initially selected Clutter to store these items with the belief that they would be safeguarded. Little did I anticipate that they would instead ... obliterate them, subjecting me to the worst experience of my life, an experience that can be described as everyone's worst nightmare. They claim to be "a storage service that takes away the stress and hassle of a traditional self-storage". Well quite the opposite. In retrospect, it would have been safer to leave my belongings on New York's busiest avenue, for 6 months. They would have had a much more decent and respectful treatment. DAMAGE In May 2023, I arrive at the Clutter facility in NJ, as scheduled, to retrieve my belongings for shipping. As I started unpacking the items that were purportedly protected by their allegedly "professionally trained" movers (in September 2022), I discovered that my furniture had been entirely destroyed by Clutter. My beautiful furniture (chairs, tables, shelves, dresser) of high emotional and monetary value, were falling apart one after the other. They were found in a state of irreparably damage, beyond salvage. I was left with no choice but to discard the items in the trash on site due to their rendered unusability and irreparable condition. Judging by their condition, one can only assume that my belongings were ejected from a truck, and run over by a bulldozer. LOSS Furthermore, Clutter bears responsibility for the loss of an item. This item was a compartment drawer organizer and contained various personal and valuable belongings, including jewelry, emotionally significant items, and personal toiletries. I assume it was destroyed, and someone in the Clutter team thoughtlessly discarded all my my personal items in an exposed plastic bin as if nothing happened. What is astounding is that Clutter had knowledge of the damage but chose not to inform me. I take this as a total lack of transparency from the company towards its customers. This is completely unacceptable in any reasonable context. INVASION OF PRIVACY In addition, a mix-up occurred, resulting in another customer's box being included with mine. Mistakenly assuming it belonged to me, we opened the box, inadvertently exposing the private documents of the other customer to all those present at the facility. I regard this shocking invasion of privacy. I am left to wonder if my own confidential documents stored with Clutter have similarly been compromised. To add insult to injury, Clutter has the totally unacceptable audacity to portray me as dishonest by asserting that some items were previously damaged before pick up. It is clear that they are washing their hands of the responsibility. Their teams were completely aware of this accident when it happened, and chose to not inform me about anything. To date, I barely received any form of apology and no adequate justification or explanation has been given to me regarding the circumstances surrounding the damage of my belongings. Clutter has handled this case as if it was an ordinary matter. It is deeply disconcerting. It is pretty clear that they fail to understand the gravity of this situation and have chosen to address it in a disrespectful and unprofessional manner. They made me go through a lengthy process for filing a claim online, as if this situation was normal and refunded me a despicable amount, which is nothing compared to the initial cost of my furniture and refused to reimburse me the for the cost of the storage service. This amount cannot seriously be deemed acceptable considering the extent of the damage incurred. While nothing can fully address the emotional distress caused by this horrible company, I thought it was imperative to show their true colors and how they really treat their customers. read more

Unfortunately I had to change my five star rating to a one star review. Before I start writing the negative sentences with what occurred let me start off by saying initially my experience was great when they did the first pick up. Even though they showed up late with the with the wrong size truck, I didn't make a big deal because mistakes happen. Luckily the track was larger than expected for the first two items and not smaller. They got my address and the two additional things I was storing in my friends garage for pick up confused. I stuck with them because their customer service team is always available and professional. The second pick up at my home went smooth. However, when I requested to have a headboard delivered after I sold it they delivered the wrong item to her. Resulting in another week to fix the mistake. Luckily she was very understanding and didn't make a big deal about it. She still tipped the delivery guys in cash. I also cut them some slack bc they were very understanding when my gate didn't open up on a freezing winter day in January due to the ice freezing the motor. They waived my $100 fee because they were suppose to call me back after I fixed the gate and they never did. I waited until the end of the promised window to give them a call. I stayed with them as customer because I'm all for companies with excellent customer service even if you have to pay a little extra. Now let's cut the fat and get to the meat of my negative experience. They ruined and DAMAGED my items. I still have seven things in storage I want to cancel my account as soon as I get the rest of my things out of there. Today is a Sunday I will call PODS tomorrow to get a quote. In a nutshell they mishandled and damaged one table and a designer marble table top. One left with four legs and came back with two !!!! Please see attached photos. They claim there was pre-existing damage. I explained that one of the legs was a little wobbly when they picked up but still in tact. It's was a beautiful antique table. I think they put the heavy marble or other items on top of my table when they were transporting it. Still scratching my head at how two legs fell off. Now for the Bob Williams marble table top there was a crack near the edge of the round table. I pointed that out as well and specified to handle with care. They also put a fragile sticker on it. To my surprise when they arrived at my home to drop off , I saw on my surveillance camera that one of the movers not two movers for a 200 pound marble top was rolling. Yes I said ROLLING it through my driveway. He didn't even use the dolly. I ran outside and said you can't roll that it has a crack on the edge. Do you see the fragile sticker ? By then it was too late when they unwrapped it , remnants of the marble was in the black blanket resulting in five additional cracks throughout my table. The value for both tables Is around $4,000. They said their insurance only covers a $1,000 max. I was willing to settle for the $1,000 that covers me with the insurance that pay. Instead they only awarded me $335. What an insult after I was willing to work with them . I spoke to their rep Gabriel he probably calls everyone back that's owned money an reads the same scripted I'm sorry I can't help you line. He tried to read some policy to me. I didn't want to to hear it it's pure negligence. I will now be perusing this mater legally and will fight for the full value of the items. I will gather my evidence in addition the the hundreds of complaints on here regarding damaged items that resulted from clutter. It's so unfortunate I really wanted it to work out. I will try to get my remaining things out of there as soon as possible to close my chapter with this company. I hope this review helps future customers with knowing what to expect. As a supply chain professional I think they need to hire a six sigma consultant as soon a possible to downsize an reevaluate risks. I'm sure negative reviews and feedback doesn't help their business. They have potential but need to get it together before they become the uber to Lyft. Someone will step in and fix all their mistakes and take over and become their competior read more

With regret, after having been a Clutter customer for over one year, I'm having to leave this place a one star review and switch storage companies in the near future. I've never been 100% about my service with Clutter but given that it was just storage and it worked for my purposes at the time, I just let it go / didn't think too much about. Clutter's saving grace is its friendly movers and customer service (not everyone but the vast majority). However, this of course is not enough, especially if you're registered in a service which operates based on a plan (and the monthly charges/expenses that accompany it), as opposed to a one-time service. They get a lot of 5 star reviews because their mover's request it, and legitimately so, because, as I said, they are generally pretty friendly, courteous, and efficient, ...and because Clutter actually reviews them to keep tabs on their employees. This is also precisely why I'm writing a more truthful and candid review about this business. I understand that they are a start up but no start up business is ever the responsibility of any customer in any way, shape or form, nor should it ever be. Unfortunately, they don't have their business operations fully in order which has led to a number of problems and a lot of confusion over the past year. This has ranged from delivering items that don't belong to me (yes, from someone else's storage), to delivering items that I did not request or not delivering items that were requested, to not properly calculating storage space and communicating that regularly to the customer, to miscommunication about company and plan policies, and receiving conflicting information about policies and charges from different Clutter staff. Naturally, you can see how this would compound over time to create a frustrating situation. If they were more accountable and responsible with respect to these issues rather than placing their problems and errors on the customer, I might be more forgiving but after my last call with a supervisor (Allen) who essentially admitted to Clutter's lack of due diligence and wouldn't accept responsibility for it (i.e. made me pay for it), that was the final straw for me. Additionally, he made me feel that I -- the customer -- should somehow be sympathetic to and accepting of the fact that Clutter has a faulty receipt system and that the information that I'm presented with and agreement that I'm signing (!) may not be the correct information (??) Wow, that's a first. If that's the case, I wish them luck because that's a business that will certainly need it if they plan to operate with that type of system and mentality. Friendly staff will not save your business from that. For instance, let me give you a specific example, when they do a pick up or return, you have to electronically sign a receipt and mine always indicate that there is a zero labor charge because of my plan, and I am also verbally told this by the mover. Yet I am later billed for labor? Allen even admitted that this is a problem on Clutter's part, yet they still charged me...??? Sorry but your business is NOT my business... nor my problem. And no, sorry, being extra courteous and polite on the phone and fake apologizing several times is also not going to make the problem go away, if nothing in the end is actually done to resolve it. Fortunately, there are many other similar storage companies / options in NYC such as Make Space, RedBin, Urbin Storage, etc. I will be switching to another company late August / early Sept for the reasons above. Good customer service and staff are very important but having clear and well communicated policies, and well informed staff, are equally as important. And for this reason, I cannot continue to give them my business or referrals. read more

do not use clutter. please. literally use any other service except for this one. i'm making a yelp account specifically to discourage people from using clutter. i'm an international college student and had some items in storage over the 3 month summer break. my items were stored in 6 duffel bags, so not much - it only took up around 15% of my 5' x 5' plan. also for some reason they took it to their storage facility that was over an hour away when i live about 20 minutes away from another one of their facilities. then when it was time to get my items out of storage, there were no delivery dates OR pick-up dates until 2 weeks after i needed my items out of storage. they literally hold your items hostage. you can't even go and pick them up from the storage facility on your own terms. the waitlist never clears either so now i'm going to have to buy temporary replacements for some of my items while they keep my duffels hostage. another incredibly stupid and frustrating part about taking your items out of storage is that they don't let you see available dates for either pick-up or delivery at the same time. as in, you have to select the service you want BEFORE you can see the available dates. this led me to be on the waitlist for delivery before deciding to cancel my appointment to see if there were any earlier dates available for pick-up, and then realising that there were no earlier dates meaning i had just given up my position on the waitlist for no reason. asked customer service over phone and chat to see if they could tell me what dates were available for pick-up (since i was on the waitlist for delivery) and they said they couldn't tell. basically, the customer service people can see exactly what the user can see on their own account, essentially making them completely useless. i contacted customer service via their chat function AND via phone, and they were extremely unhelpful and offered no solution or compromise whatsoever. for any other people with international phone numbers (like so many people have, especially international college students like myself), clutter doesn't allow you to attach it to your account so instead i had to ask a friend to be the main point of contact for all of my appointments. i also spoke to customer service about this and again, they did absolutely nothing. this is quite the ramble, but in conclusion, DO NOT USE CLUTTER. i've never seen a storage place that holds your items hostage like they do. and honestly, i have 6 things in storage, so if they wanted to actually help me out by letting me pick up my items they could. clutter says that they value their customers, but clearly they don't. i will not be using this service again and will be actively discouraging people from using it. read more

This review is in accordance with the appointment and pickup process. With that being said, I received a mailer inviting me to get a quote and at first glance Clutter was going to be more expensive than what I was paying for my current storage unit. Cyrus called within a few minutes and was able to match my current rate plus give me 30% off of that rate as an incentive to switch. I decided to go for it. Less than a week later I received a notification from my current storage facility letting my know my rent was going up! Good timing. If I had any doubts before about switching, they were now gone. On the day of the appointment I received a text with a map showing me where the movers were and I was able to track them until they arrived. Both of the guys were friendly and took good care of all of my belongings. It took about an hour for them to completely empty my storage unit and label, pack and secure all of my items neatly into their truck. I was worried about my stuff going to some facility somewhere in New Jersey but to be honest I never visit my storage unit anyway and I only have it until I find a bigger apartment. It's awesome that the pickup is free and included with what your monthly payment is. So far, I'm feeling good about having switched! UPDATE: It's a terrible shame to have to change my rating but they've given me no choice. After scheduling a return of all of my items, I'm moving across the country and needed it all back. The truck arrived at 7am and the guys were nice enough. When they opened the back door of the truck my heart sank. All of my boxes were crushed and dented. It looked as though everything had been thrown off of the roof of a building and into the truck. I have no idea what happened in the several months that Clutter had my stuff. I asked the guy helping unload what to do when I opened these boxes and started to find broken stuff... he said "oh it's easy you just submit a claim and they give you back your money" okay I thought. I'll be optimistic and hope it's mostly okay. One item, a $200 coat rack from Crate and Barrel was completely destroyed. All three of the legs had been ripped off of the screws and the metal prongs for the coats were bent backwards. I didn't know this was even possible. I found a broken champagne flute as well but wasn't as worried about it. I submitted a claim for my $200 coat rack to be replaced and they countered with $20. Yes. $20! I'm beyond disappointed. I had hoped to put some of these items back into storage with clutter when I relocated across the country but I definitely will not be trusting them with anymore of my property especially since they don't seem to take any accountability for completely destroying my property. read more

I am extremely disappointed with both Clutter's moving service and customer service - using Clutter has been a terrible experience. My friend and I scheduled a move for his belongings and Clutter LOST $2500 worth of his DJ equipment and books. Upon searching for these items as a "courtesy," Clutter was unable to find them. Not only did Clutter lose these items, but they failed to properly log/inventory these items in the first place. In the official photo Clutter took of the items, they were inside a box and wrapped in a towel, and thus could not be officially identified. The items were not logged individually, but rather as a "box." Thus, when we submitted a claim requesting reimbursement for these items (referencing the insurance we purchased for this exact situation), Clutter refused to reimburse us a single dollar because there was "no proof" that the items were even moved to begin with, despite the items being present in the photo of the room we submitted prior to the move. Upon disputing our denied claim, Michelangelo, a customer service rep from Clutter's Trust and Safety team, suggested that the items were never moved to begin with, going as far as citing my previous email in which I stated that "the only items not moved by Clutter were clothing inside of a personal suitcase" as evidence for why these items were left behind. Verbatim, Michelangelo said "from your own description, some items were indeed left behind, which is consistent with the Claim finding and further reifies the denial of this claim." I cannot even begin to describe how frustrating this was, as I NEVER said that any items were left behind. Moreover, Clutter was unable to provide the video the movers recorded of our move upon request. Now this is the CRAZY part. A man filming a documentary on waste happened upon the 20 or so books that we lost IN A CLUTTER DUMPSTER (see attached screenshots from these videos). Upon finding my friends notebook, he called the number written inside and told my friend the entire story. He filmed the entire thing, and we have the videos saved. He plans on delivering the books back to us, but the DJ equipment is still nowhere to be found. I do not recommend anyone ever use Clutter. Their moving service itself is severely flawed, their customer service is abhorrent, disrespectful, and impossible to get in contact with, and if something happens to your belongings, it is almost impossible to arrive at a resolution. Please be careful. read more

Here's why I give 5 stars & why I considered giving 4: *receiving my stuff back in 2 weeks and will further elaborate upon completion of my move* My experience started when I called and spoke with Stephanie requesting a quote. I initially was considering hiring a moving company to complete my move from a 32nd floor elevator building in Jersey City to a 6th floor walk up on the UES. I was expecting to have to pay upwards of $1,000 for this to happen. Stephanie quoted me at a mind blowing fraction of that - I thought it was too good to be true. She explained that my movers would come, help me pack, store my things and then return them to my new apartment on the 6th floor when requested. I signed up and referred my mom (who was also completing a move) right then and there. We each got $100 off for the referral. Stephanie then reminded us to price match in our area. I found the same unit with another company in my area for a ridiculously low price; sent the screenshot and the link to Stephanie and she updated my account to reflect the new price. She spent over an hour on the phone with my mom and I answering all of our questions, some of them multiple times. She also was quick, efficient & kind to follow up and confirm things over email when I had further questions or issues. Stephanie was 5 star customer service for sure. Here's why I considered giving 4 stars: It is a LONG story, but it took 3 different days of trying to complete this move before my movers were finally able to get there within the window I had my service elevator reserved for (I got lucky - on the third day, the window after the one I had reserved was open and they arrived within that time and my building let me use it). It was frustrating, tiring and infuriating at times, but when they finally showed up, my movers completed my move (with lots of furniture and packing) in an hour and a half efficiently and successfully. They were great and a huge help, completing every request I had. So far, my assessment is: it has it's flaws, but I really do love Clutter. If you need to work with your building, PLAN AHEAD and understand that it may take more than one try to make the stars align. I'm thanking God that I started this process in the middle of the month and not at the very end of my lease. If you don't need to work with your building, what are you still doing here reading this??? Call Clutter now! read more