Clutter Moving & Storage - Seattle

My clutter associate Jessica was amazing, she was flexible and prompt and extremely helpful. Made my day so much easier!

I am very disappointed with my recent experience with Clutter. I had an a move scheduled for 7am-11am. At 7am I received a phone call from them saying that they needed to cancel due to 'logistics'. The only alternatives offered were later next week which did not work for me since I need to be moved out sooner than that. Now I need to find a different moving service last minute in a holiday weekend, which is going to cost me hundreds of dollars more than what I was expecting to pay. Stay away.

While the Clutter service is pricy, the interaction with Clutter staff online, at the warehouse, and during pickup was excellent. A particular shout to Jessica Cardenas for her huge help at my pickup appointment!

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...

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 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

Thank you Marcus! And thank you Donovan! Quick and easy pick up and delivery. ?