MakeSpace

I recently hired MakeSpace to move my furniture but was absolutely disappointed in the service I was provided. They destroyed several items of mine worth thousands and for that matter didn’t wrap the items properly , hence the reason for the damage. I called customer service and they were of no help. The only assistance they offered was to pay 60c (60 cents per pound) for any item that was destroyed. This company is extremely unprofessional and I would not recommend using them for any moving services! Do your research before hiring a company like this. I’ve used other moving companies and never had such issues.

If I could rate this company/customer service operation with negative stars I would and 1 star is far to generous based on my experience but I want consumers to be aware just how terrible Make Space is! In theory it's a fantastic concept but in reality their ability to execute a logistics operation is laughable, easily the worst customer experience I've ever had! And the worst part is my move/storage job should have been super simple, here is a list of the 6 items I needed picked up, stored for 1 month and delivered to a new address:
1) King size mattress
2) 1 of 2 box springs
3) 2 of 2 box springs
4) standard metal bed frame - which was lost and not delivered on the first scheduled delivery
5) one wardrobe box
6) one 24x24x24 inch box
That was it! Should have been simple and easy but it was not. In fact it was super frustrating in every way. Here is my experience:
a) They were 4+ hours late to pick up my 6 items on Saturday June 30th, 2018. They were supposed to pick up the 6 items between 10am-noon but showed up at 4:30pm!
b) They are supposed to catalogue your items via photograph and load them on your personalized website so you can see the items they are storing for you. It took 3 weeks for 5 of the 6 items to show up as pictures on my personalized Make Space app page! 3 weeks for a photograph to appear on a Web app. Is this really a technological logistical customer service company? Seriously, 3 weeks!
c) They were over 1 hour later than the 2 hour window they provided for the delivery time!
d) Of the 6 items they were suppose to deliver 1 item was not delivered with the other 5! A basic metal bed frame went missing. They didn't even have a clear picture of the item and it took 3 additional days for Make Space to locate the missing bed frame.
e) When I called customer service to report the missing bed frame I got a recorded message at 1:15pm EST on Tuesday July 24, 2018 telling me to call back during normal business hours! The driver and delivery guys won't call anyone for you and will tell you to call a Make Space customer service representative. The recorded message states their customer service working hours are 9am-7pm EST Monday to Friday and to call back during working hours!!! Can't make it up! 1:15pm on a Tuesday falls into that 9am-7pm Monday to Friday doesnt it? I had to call over 10 times to finally be able to just leave a message for them to call me back.
f) When they finally located the missing bed frame (took 3 days) and tried to deliver it to me it was sent to the wrong address!!! So I had to wait another hour for the driver to get to the correct address. My address did not change, they just once again messed up and entered an incorrect address.
As I mentioned to begin with the concept of Make Space is brilliant however in reality it is a very poorly run operation and extremely frustrating to deal with. Time is money and that makes this joke of an operation far to expensive to use. Do yourself a favor and choose a more reputable moving/storage company.
Sincerely

I am paying $100/month to store 10 bins. I was told bins would be sealed and labeled. I just looked to get 2 bins delivered and found bins had been opened, photographed - and then left unlabeled. I have to figure out which 2 I want. The option I was given was to have all 10 delivered to my studio apt(!!) and I could go through them at that time and choose the ones I wanted. Totally different from what I (and several friends) had been told.

In June I stored furniture and some personal items with them, with the understanding that they would deliver in the Chicago suburbs if need. In October, I tried to get my stuff delivered to my current address and was told they wouldn't deliver to the address and find an address in the city. I told them that I couldn't find anyplace in the city and that I wanted my things delivered like I was promised when I signed the contact, which has nothing in about the delivery service area. Their only resolution was to pay and use the dock and get the items myself, which defeats the purpose of even having them stored. I tried several times to talk to a manager and never got through to the manager to get this resolved.

I wanted to reach out in hopes to resolve an issue I'm having with your service. I am appealing to you as nothing else I have been able to do seems to have helped resolve my issue, even after multiple phone calls. I do want to apologize for having lost my temper on the last phone call, it wasn't very professional of me regardless of the level of frustration I am feeling so for that I'm sorry.

I initially spent over $450 for makespace to pickup my furniture and things in early october and was paying around 180 a month to have my things stored. I moved back to NYC and had these things delivered. When they were, it became very apparent that every piece of furniture I had stored with Makespace has been broken/damaged.

My bed frame is cracked and the screws were torn out, my desk has the fastening brackets ripped out of the wood and the wood is splintering, and the dresser has been both cracked and the foot on the bottom is broken. These are every piece of furniture (minus my chair) that I own and I am currently suck in a situation where I am sleeping on the floor of my apartment while the claims are being processed.

I believe that due to the extent of the damage, that I should be entitled to a full refund of the service provided. If I had known that this level of damage was possible with the stored items, I would have never used Makespace as a service. I wish to have this pickup service fee refunded as well as any payments made. I feel there is a reasonable expectation for you to take care of my things when being stored and this has been completely neglected.

MakeSpace Customer: *** (***; )

A federal case will be opened Friday (11/*) morning--if this is not rectified by close of business on Thursday (11/*)--with the FTC’s Bureau of Consumer Protection.

While I will go into greater detail below, the primary issue is: these items were previously stored in a *** storage unit that is 5'x10'x9'. I am told it could be a few inches larger on each measurement; nevertheless, totaling well under 550 cubic feet.

Additionally, that sub-550 cubic foot unit housed four extra clothing boxes and a small bookcase that are not being stored with MakeSpace.

Somehow, MakeSpace is claiming they require 1,200 cubic feet to store fewer items than what was previously held in half that space.

Now for the details, including MakeSpace's fabricated, and increasingly absurd, excuses.

1) Morgan (MakeSpace, 10/):
"your quote was for 38 items and we have received and processed 113 items"

*HARRY: I provided a detailed inventory to Matthew (MakeSpace, 10/). After listing the large items (furniture & sizable boxes), I began listing smaller items such as bedroom-sized waste baskets. Matthew stopped me and said listing the small items is unnecessary.

2a) Morgan (MakeSpace, 10/): "I understand that you were storing in a smaller space, using less cubic footage at your previous storage facility however, our 3rd measurement is 4 ft. as our pallets are furniture pallets which is not comparable to a standard size room"

*HARRY: This was Morgan's excuse for MakeSpace billing me for double the cubic feet compared to *** Storage.

2b) Santiago (MakeSpace, 10/): "To clarify Morgan's previous statement about our third measurement being 4 feet, MakeSpace does not use oddly shaped units that would cause a customer being placed in a larger storage plan. Unlike a self-storage facility, where items are stored together in the same room, at MakeSpace your items are grouped together on pallets and stored in our warehouse and individually measured. What Morgan was referring to is that third measurement we use to determine the maximum total cubic footage allowed in each is 4 feet (e.g. your plan 10x30x4 stores up to a maximum of 1,200 cubic feet)"

*HARRY: This lengthy roundabout response from Santiago in no way addresses why MakeSpace is billing me for double the cubic feet compared to *** Storage.

3) Santiago (MakeSpace, 10/): "not accounted for in our quote are: ...1 3-seater couch, 1 single-seat couch"

*HARRY: Santiago falsified the existence of an additional 3-seater couch. Matthew & I recorded two sofas + 1 loveseat (as seen in the inventory). Santiago also invented the term "single-seat couch."

4) Santiago is claiming a small 1 bedroom apartment, with 614 square feet of living space, produced 59 boxes. There were less than 1/3 that when the MakeSpace movers arrived. I have no idea if they made 40 empty/partially empty boxes, but I think that's very unlikely.

MakeSpace broke several large items, one of which was a solid wood dresser that had been through several moves without any damage at all. They then claimed the dresser was made of particleboard, and so the fact that they broke it was my bad luck and they would provide no compensation. After having to be extremely stern and insisting that it was not particleboard, they invoked a hidden policy that they would never compensate anyone for anything above $250 no matter the reason for the item’s damage.
The coverage provides for belongings is so limited as to be meaningless. Further, the company initially responds that all items that are damaged are fragile, and not covered at all. There is no indication as to how this determination is made, and they continue to make false statements about it.
An ordinary consumer would have no idea that their belongings will not be treated with respect and that the company provides almost no compensation in the event that their treatment of belongings causes damage.

Basically, my experience with Makespace was horrible, from beginning to end and I have already attempted to reach out to a representative about the problems. When I had my first consultation with MakeSpace I was told a different story and different prices that actually occurred. When I called someone about this matter, they assured me that they had recorded our conversation and reviewed it and it was the same price; so I let it go just accepting that I must have been mistaken, even though I wrote it down (I thought she said $50, but it was really $60 or $65 or something) - I have never seen or been given the confirmation of this phone call, only their word against mine. So when the movers showed up to get my stuff, I didn’t know they would send 3 people that I had to pay for, and that I didn’t have a choice. And again, wouldn't be that big of a deal, except I still had to do a lot of the moving work because they were inefficient. One guy in particular was doing most of the work and working very hard, but the other two pretty much did nothing the majority of the time, and instead I had to do a lot of the work with the guy - so why am I paying two other guys for ME to do the work? So I actually left, and walked out and made them finish it.

Then two other things happen. They charged me an extra 20 minutes, saying that I signed their little electronic thing at this time... no... my guess is that was when they SUBMITTED IT, but it was not when they left. Then, I find out the room size I was thinking I was getting was apparently too small, and I got bumped up to the bigger room size, almost $100 more. I found this odd because my belongings were being stored in a 10x10 room, yet somehow makespace couldn’t manage it? So they increased the size of the room, thus increasing the size of my payment. And a side-note on this - when I mentioned this problem to the rep at MakeSpace, he said that I was originally estimated to only have 45 items to store, but actually had 103, which is what caused the increase. Um ok - well thats becasue I request LARGE storing boxes from MakeSpace, and they instead brought me several tiny ones, but again, somehow that's still my fault. Fast forward to a couple weeks later: I had my bed and a few boxes and items delivered, and even though it said on my confirmation email that MakeSpace adjusts the space and price if your storage needs when they become bigger or smaller, no such adjustment was made for me. Yes, even when I had ALL OF MY BELONGINGS delivered back to me, I was still, for whatever reason, charged for that larger room. Again, when I brought this issue to the rep, he said that with my 3 month minimum you have to stay at the price you agreed on. Well two things here: 1. No where can I find that little addendum. It clearly says " Our team is busy calculating your current space plan. Whether you need more or less space, know we’ll always give you the best plan and rate for the stuff you store." it does not say, that I can anywhere, that it needs to stay the same price. 2. Was not the price I agreed to.

Now, fast forward another 2 weeks. I have all of my items delivered, and now I see that almost every single piece of furniture or larger item I got back was damaged in some way, either by nicks in the furniture or by the fact that MakeSpace uses these digital sticker things to log each item, and the way the workers use package tape on my items all but ruined most of them. I still am having to scrub residue off of these items, some of them being lost causes because they are electronic items which I can’t really get wet in order to clean them properly. Some are furniture items that ive attempted to clean these off of have had paint or tarnish removed while removing the tape and stickers. Again, when I brought this up to the rep he said he was sorry that this happened, but since I have a balance I can't get a money for the damaged items. But here's the thing - I withhold my last payment before I talked over these issues for these very reasons. And I don't trust anything they say, since they've purposely made things vague and confusing, or gone back and forth or false advertising. Whose to say that if I do pay that final balance, and then start my claim that they'll even do anything - because it sounds like they're just going to say " no that didn't happen" just like everything else.

I love MakeSpace! It is so convenient and easy to use. A few months ago I needed storage, but it is a pain to find the right location and get a lock etc. Heard about MakeSpace, it was perfect - they came to pick up my stuff. They were on time, friendly and fast! So much easier than me dropping it off. Then I needed my Jeep doors back on the car, and I went online and picked which things I needed returned, picked a convenient day and bingo bango - they dropped the doors off and even put them on my car for me! Super nice people! Great service! Thank you!

Great business model! We’re very happy with it and thinking of getting a larger space!

So far my experience is positive. They were and are very helpful. Still using their services.

I used Makespace to take some of my furniture and other things and put them into mini storage, two months later, I ask for hte items to be delivered. They arrive in a truck with some of my things, the company breaks a corner on my dinner table rendering it useless, and loses a chair, I'm still looking though things to see if there are other things missing, and I'm relatively certain that there's another box which is also missing with certain mementos.

In any case, I contact the company stating that they broke my table and lost my dining room chair, 1 of 6, rendering the entire set now useless as they no longer make the chairs, and the table cannot be fixed. The company tells me that they will not cover the table as it's "fragile" and they decidee to reimburse $12 for the chair, me stating that contractually they don't need to compensate me.

I look through all interactions with Makespace, from the moment I created an account with them, to the last email, and not once did I accept any terms and conditions, they link to "Rules", and not once to their Terms of Service, not even when signing up to their service.

Since, I never agreed to their TOS, I would like a full refund, including damages of $1000 for a new dining room table set.

Love the service, huge timesaver!

I am currently in the process of severing my agreement with this company. This has been the absolute WORST experience I have had with any company I have ever dealt with, including banking institutions, which are notorious for their shady dealings. This company WILL NOT do as it says. What seems to be a great marketing policy are sheer lies. This company boasts how it will pick up your items and return them to you as needed. My items were picked up in Queens and taken to a facility that they would not give me the address for as a paying customer and they would not deliver my items to me in Queens when I asked for them to be. They say that it is outside of their service area. The drop off point may be a mile south of where the items were picked up. I had to pick up my items myself which meant I had to rent a truck and go to their facility in New Jersey. This is essentially a breach of contract because the delivery is a service you pay for. PLEASE DO NOT USE THIS SERVICE!!!!! especially if you move outside of five boroughs. They will not deliver your items and you will end up having to pick them up yourself, pay them an additional large some of money to deliver your things or pay mover to do what the company claims is its policy.
I moved my items in stages because it was an entire 3 bedroom apartment. Once all items were in their warehouse, they were unable to furnish me with the new price until my card was charged. I called multiple times to be prepared for what the new amount would be and could never get a specific quote, only estimates which were off by several hundred dollars. I don't want anyone else to experience what I'm going through. PLEASE, PLEASE, PLEASE USE ANY OTHER COMPANY SAVE THIS HORRIBLE INSTITUTION!!!

They overcharged me. Did not work very hard. Said they were going to have 3 men and stay only 2 hours max. They quoted me $100 for the first pick up and then free for the 2nd. pickup. They stayed 4 hours and only brought down half of the items I mentioned. When they would go outside they would not return for 30 minutes. They refused to take my desk or fridge. They then charged me 100 dollars the 2nd time saying that I was a no show and then emailed me saying they called at 11:36 am to say they had to leave which is a i.ie because I was there at 11:21 am. At 7:30 am and twice at 8 am I texted them to call me if they had any issues getting in. As soon as I heard there was an issue I was there within 7 minutes. They didn't even wait more than 10 minutes after I told them I will be right there. They lied to me in an email going against evidence that I had provided in my complaint . I am also a disabled individual who has been under extreme stress and hardship. I just wanted an honest and reliable company to assist in may move. I am so nervous because they only took items that were the most valuable and that I could have moved myself. Leaving all the heavy items that I wanted help with for me to carry by myself.

This company was beyond negligent with my belongings. I received a brand new $6k couch as a wedding gift and I stored it while doing renovations to our apartment. The couch came back with a giant water stain on it. The claims department asked if I would consider trying to have the couch cleaned instead of having to pay the $6k, and trying to be reasonable, I obliged. $200 later and the cleaners could not get the stain out of the couch. Then they told me they won't refund me for my couch (there's a $250 limit per item) OR the fee I paid to have it cleaned EVEN THOUGH THEY ASKED ME TO HAVE IT CLEANED. Additionally, I don't understand how you could brake my lamp so badly. It looks like it was thrown down a flight of stairs. I want a full refund back for the time I stored my belongings, refund for your hidden "delivery fees" and a refund for my couch that's RUINED. What a sad excuse for a company.

Really disappointing and misleading service - be warned, you are putting your belongings at risk if you store them with MakeSpace. You will not know where their warehouses are, will have no idea if they are being shuffled around or relocated during your storage period, and will have damages far beyond what they hold themselves liable for - a paltry $250 per item. Consider that when storing your home furnishings and personal belongings.
We had over $13,000 of damaged, destroyed, or LOST (yes, items as large as a king sized mattress somehow get lost from a storage unit) and wasted weeks of our time and hours on the phone. It is a scam. Read the *** reviews. Look at others pictures. They are being heavily funded based on a great idea with sleek marketing and techy appeal, but the actual execution is atrocious and the customer is NOT first.

Hired this company to move and store contents of my apt. Ask for it to be re - delivered and upon delivery many of my items are broken on missing. My entire bedroom set was destroyed - pieces were missing as well as the screws. The mattress - a Tempur Pedic - the original 2 covers were removed and they repacked it. Specific instructions were given on how to stored the mattress. Upon delivery, the mattress was delivered with urine and water stains as well as dirt. The mattress can't be spot clean because of the amount of dirt.
The company opened my boxes without my permission. I was assured that my stuff will not be open unless they get my permission.
Lots of kitchen items were stolen ... the manuals were left without the product.

Make space has destroyed all of my belongings that were in storage. I paid them their fees on time for 11 months and when my property was returned 90% of it was totally ruined. Boxes were crushed, coaches cut open, and electronics destroyed. I own a Roland x8 which is a completely 1/4 inch thick metal piano. That was completely crushed as if it was dropped from a high place.