Hidden fee nightmare
We chose Clutter to pack, move, and store our belongings. Unfortunately, the entire experience has been extremely frustrating and has caused our family significant hardship. When Clutter arrived to pack our belongings, they brought the wrong size truck and did not have enough workers. The packing process took approximately 7–8 hours. During that time, the workers were moving very slowly, spending time joking around and not working efficiently. Additional workers were eventually brought in, but the process still continued at an unreasonable pace. Afterward, when we contacted Clutter to schedule delivery of our belongings to our new location, we were told that we would have to pay an additional $900 fee. We believe this charge is unfair because the delays and problems were caused by Clutter's own mistakes, including sending the wrong-size truck and not having enough workers. We asked that the account be credited because of these issues, but our request was refused. We also experienced extremely poor customer service. While we were at Walmart trying to resolve the issue, I was arguing with customer service and was not allowed to speak with a manager. We were also informed about additional fees that we were not clearly made aware of before using the service. Clutter originally told us they could deliver our belongings to our new location, but we were later told that the address was outside their service area—even though the new location is only about 10 minutes away. As a result, we have now been waiting approximately two weeks to receive our furniture and belongings. This situation has become much more serious because Clutter has our food and essential medical supplies in storage. We have a child with a medical condition who needs access to those supplies. Having these necessary items inaccessible for this long has created significant stress and hardship for our family.