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Recent reviews

Michael DeSantis

Michael DeSantis

Rated 1 out of 5 stars

In short, my experience with Clutter was disastrous from nearly every angle involving the return of my belongings and the subsequent claims process. The only aspects that appeared competent were the initial packing, digitized inventory system, and initiating claims. Everything afterward was marked by negligence, poor communication, and an astonishing lack of accountability. The problems began immediately with delivery scheduling, as the earliest available date was nearly a month out. The delivery itself was handled by two supposed “professionals,” though one was clearly inexperienced and injured himself on the job, while the other spent much of the time on his phone resulting in a move that took nearly twice as long as it should have. Worse, the movers caused over $1,000 in damage to our walls and floors, some of which they attempted to conceal under carpeting, despite repeated requests that they use moving blankets. Any reputable company would have a dedicated move coordinator available, particularly when damages and logistical failures arise; reaching a live representative at Clutter was effectively impossible throughout the process. Once we unpacked, the situation deteriorated further. Multiple boxes arrived damaged, one box was entirely missing, and a set of dumbbells worth $500 had disappeared. Clutter’s reimbursement policy is absurd on its face: compensation for missing boxes is capped at $1/lb, regardless of contents, and total liability is capped at $2,500 even if all belongings go missing, without any refund for the storage fees themselves which I had paid over two years. In other words, customers assume virtually all risk while Clutter assumes almost none. It was painstakingly task to demonstrate how these items were missing or damaged while the missing dumbbells was even more troubling. Clutter initially refused compensation because their staff had failed to properly inventory the item during pickup. Despite providing receipts and timestamped photographs proving ownership and timeline, the claim was denied until I happened to locate a photograph taken on pickup day showing the item in Clutter’s possession. Had I not coincidentally documented their mistake myself, I would have received nothing. That is not a claims process; it is a liability avoidance strategy masquerading as one. To make matters worse, resolving the claim took over five months because representatives responded typically once per week. The pace felt less like incompetence than deliberate attrition designed to exhaust customers into giving up. Overall, this was an exhausting and deeply unprofessional experience. My belongings were mishandled, items went missing, property was damaged, and Clutter repeatedly failed to take responsibility unless confronted with overwhelming evidence. I would strongly caution anyone considering entrusting them with valuable possessions.