Clutter Moving & Storage - Seattle

Once again, I had a great appointment with Clutter! Super friendly team, efficient &helpful.

Please look at other storage companies. Do not make the same mistake we did. We actually signed up with a company that was acquired by Clutter. The original company did not charge for belongings to be returned. Clutter did not honor that. Had our belongings delivered... many items were broken. Clutter misplaced one of our bags so we had to schedule another delivery. On the first delivery, 10 Dec 23, the back of the truck was opened and REEKED of marijuana. Following that delivery, we were charged our monthly fee again even though our items were delivered and service was canceled prior to the next billing cycle. We were assured that we would not be charged for the second delivery. They didn't charge us for the delivery itself, but they did charge us for gas. I had to connect with them again to reverse yet another charge. I did connect with two outstanding customer service reps... Anushri and Radeem. Both very helpful in reversing charges and providing me direct access to register a complaint. My recommendation to the company is to check the trucks coming in to see if they smell like marijuana. Not only did it take time for the marijuana odor to "leave" our belongings, but your company should be concerned about liability. Nothing like driving high on company time with company property!

Note to Chris, the manager... please do not start your response to me with... "We apologize for the negative experiences you have faced with our company, as this is not indicative of our standards." Based on all of the negative reviews, this is clearly indicative of your standards. Step up your game or you will lose your business!

Dear Chris -- What a "canned" response (see below). I hope that others read these reviews to understand how poorly your company operates. Pot smoking drivers should not be on the road. We have gone through our belongings, and we are missing at least two bags... aside from the many items broken. Greater Seattle... if you are looking for storage - please do not use this company. They do not deserve your business or hard-earned money. Love how Chris added positive reviews to separate all of the negative reviews. Just pull up "Ann J" from Mercer Island's profile and you will see that the only review "she" has given in four years is for Clutter. FAKE!

Update: Same excuses. Friends don't let friends use this service.

Prior: If Clutter loses your stuff, and you complain, they'll refuse to reimburse you without you signing away your freedom of speech. The BBB does nothing as long as they reply. You'll get nothing bc they coerce you into signing something before complaining. We did all this before complaining.

If I could give them zero I would. They lost a part of a brand new sectional from Room and Board and lost a latex double bed and also rolled our king inner spring mattress in a ball and soiled with dirt the other double latex mattress that wasn't lost. Replacement value in excess of $12,000 dollars and they are offering less than $2000 . Do not use.

In the beginning this was a good service. The movers themselves who took my things to storage were great.

Unfortunately, now it is time to get my things out of storage, and here the problems start. First of all, there is a hidden pickup fee. If I want to get an appointment to pick my things up from Clutter's location, it costs $600. Yes, you read that right, $600 to pick my own things up.

Second, there is no way to speak with a person at the Seattle location. It is not possible. Every customer service chat or call option connects you with a service center in India, and they are unable to transfer calls to America. Now I have no problem with foreign call centers -- that part is fine -- but near as I can tell, the Seattle location actually does not actually have a phone number.

I have scheduled a delivery, and it requires some slightly complex instructions. I cannot attend because I live out of country, so I am having a third party receive my stuff. This involves third-party communication and arrival timing that really requires a voice conversation, but there is no way to speak with a human being.

DO NOT USE THIS COMPANY. I know their offering is compelling, but they will hold your things hostage behind massive undisclosed fees and will actively prevent you from speaking with the people responsible for delivery.

My dad needed moving and storage help with a big trip planned for overseas back in 2019. I'm back here after reviewing old emails and found he wanted to make sure we left a great review. The cost for the services offered by Clutter was reasonable and he was appreciative of how everything turned out!

Everyone I spoke to and worked with at Clutter Moving & Storage was kind, polite, and professional.
They made a traumatic time in my life much easier to get through. Their people are absolutely wonderful and incredibly efficient. For I give the company five stars though their movers on both sides each deserve TEN STARS.
This company however seriously needs to improve its website. It is not at all easy to understand and navigate for a first timer even on familiar with online business. Where as their people were great communicators, their website does not have anywhere near the same functionality.
I hope I won't be moving again anytime soon but if I do, Clutter's PEOPLE have won my heart and business. I hope the company puts in the effort to improve the clarity and efficiency of their web design.

Day 2: Again, DO NOT USE THIS COMPANY. After not showing up for my scheduled appointment yesterday they rescheduled me for today between 12-3pm. At 1:30 I get an alert that they are in route. About 15 minutes later I get a text that the movers need to take a mandated lunch break before arriving. They finally arrive at 3pm and tell me that they only have until 4:45 because their truck is full of someone else's belongings and Clutter added my trip to their route last minute. GOD HELP ME. Whatever you do, steer clear of this scam of a business.

TLDR: They charged me to come get my own stuff, weren't there when I arrived at my scheduled pick up time, and then charged me even more for a missed appointment... but that's just the beginning.

I previously signed up with a company called Dropbox storage, and I was very happy with their service for a couple of years. The service would pick up, store, and return my boxes for one monthly flat fee. It was fantastic.

Unfortunately, they apparently sold to Clutter in Sep 2023. I received no notification of the change until I went to log on to my account and was routed to Clutter's website where I had to create a new log-in. (how is that legal?)

Once I got logged in I discovered that Clutter would not deliver my things to me (apparently I'm out of there service area?) And they would charge me $50 to come get my own stuff from their warehouse. Annoying, but what choice did I have?

So, I booked a time to go get my things. The hours they were available were limited and inconvenient, and I ended up having to take the morning off work to drive an hour each way to get to their warehouse. When I arrived there was no one there. There was a handwritten sign taped to an emergency exit that said "For pickups call this number" Which I did, and received a robotic outgoing message "please leave a message for (phone number) after the beep". I left a voicemail and then proceeded to wait 20 minutes hoping someone would call or show up. In the meantime, I called Clutter's main phone line hoping to get customer support and waited on hold.

After 20 minutes, I had to leave, since I still had to drive an hour back to work. I continued waiting on hold for the customer support. When they finally answered I explained the situation, (I was at the warehouse, no one was there, no one answered my calls, I left after 20 minutes) they told me that I was suppose to follow the email instructions supposedly sent that morning (the only thing I had received was their liability waiver). At that point I was still driving my phone dropped the call. There was no attempt by Clutter to recontact me...

Until the next day they were kind enough to call me and tell me that I had missed my appointment, and that they had automatically charged my credit card $100 for a missed appointment. When I AGAIN explained the situation, the representative looked back at the notes and told me "My associate documented that you were given instructions at the warehouse but you decided to leave instead."

She would offer no further help, other than to state "you can file a claim if you have a complaint."

I also attempted to get support through their help chat. I went back and forth with them for about an hour, with them repeatedly stating that the issue was my fault.

It went something like this:
Me: I came for my appointment but no one was there.
Them: Our records show that you didn't come
Me: I was there. I called the number on the door. The number was...
Them: Can you confirm that you were there?
Me: I can show you screenshot of my location and call log
Them (direct quote): "If you had just informed us via call, chat, or email that you were standing outside the warehouse then we would have directly asked the warehouse people to meet you outside."
Me: So can you refund me for the missed appointment since I was there?
Them: Our records show that you were no there. You can file a claim if you disagree.

I did file a claim and was refunded my $100, with a note that stated "We apologize for the cancellation of your recent warehouse pickup but all of our records indicate you never showed up. With that said, we are happy to refund the $100 cancellation fee as a one time waiver."

However, my stuff is still there. It's still a minimum of $50 and a 2 hour round trip drive to get my stuff back, and I have zero confidence that they will be there next time I drive all the way down there.

Unbelievable. The craziest thing to me is that they have continually "documented" completely untrue statements in their call center notes, and then use them to dismiss and blame me for the whole debacle.

I will definitely be filing a complaint with the BBB

I am an international college student. I have used this service for 3 years while attending college, and I USED to love this service, but I am beyond disappointed, hurt, and betrayed by Clutter's treatment of their customers. I had been told by the apartment I was about to move into that my move-in had been delayed by six days. I called Clutter on Friday (my storage delivery appointment was scheduled for the following Monday) to explain the situation and request that the movers come past 12 p.m. as I do not receive the keys until 12 p.m. The service provider I was on the phone with said they could note this and inform the operations team the day of. Today is Monday. First of all, I had put my phone number down for this specific delivery, but they somehow called my mother and woke her up at midnight because she lives in Singapore. I got a call from my mother saying the team was here at 8 a.m. Mind you, I am not currently at this new place as I don't even have the keys. I immediately called support and was on the phone for an hour. The service provider just continued to say that they did not ever guarantee this and that I would still have to face the cancellation fee and wait 14 hours to reschedule a delivery, which also isn't available for another TWO WEEKS.

I AM A COLLEGE STUDENT. I AM STARTING MY SENIOR YEAR, AND NOW I DON'T EVEN HAVE A BED TO SLEEP ON OR PANS TO COOK WITH. How is there such a lack of sympathy for your customers? I kept pleading and explaining, but she continued, "I am sorry, there is nothing we can do. You can reschedule.". You are making a college student spend over $200 in cancellation fees and over $100 in rescheduling a delivery. How is this fair? When I had communicated every detail of why I could not take this delivery before noon. Even after crying on the phone and pleading, nothing was done to help. No waiver of the cancellation fee, no option to reschedule for an earlier time, nothing. I am floored at the lack of sympathy and customer service Clutter has. Even after I asked for the cancellation fee to be waived, I was told that that would not be possible and that I would have to file a claim just to get my money back. ONLY MONEY, not even rescheduling the appointment. There is clearly no compensation, sympathy, or second thought that Clutter gives to their customers.

Another detail I would like to add, I have recommended Clutter to several of my friends. My new roommate also uses Clutter. She also called Clutter to explain the situation THE DAY BEFORE HER APPOINTMENT, and they still understood and noted that her stuff was still being delivered on time. How come there is so much disconnect within the team?

There are serious issues within Clutter itself, which they need to figure out and not put the blame on their customers. If you do not allow something because it is apparently "not done in the protocol," then how come other customers can request specific details but not others? Figure out your issues internally first.

Now I am sitting here, and I have to face hundreds of dollars in bills which are not even due to my error, and I have to sleep in my home without a mattress, clothes, pots, pans, or plates, all due to Clutter's inability to communicate effectively with one another and their customers. To be brought to TEARS on a phone call and crying and pleading to get the fair service I PAID FOR is unacceptable, and that is an understatement. I am baffled, furious, and incredibly disappointed with Clutter, as clearly, their service has tanked over the last few years. I will NEVER use this service again.