Second Closet

I started using Bolt / Second Closet 7 months ago and requested my items for return a month ago. The day before the return I received an email that "they have misplaced" my one-of-a-kind, vintage dining room table. Weeks later and they have yet to provide any communication on what to expect next.

They have demonstrated no urgency in trying to locate my item with no explanation of what comes next if they fail to locate it and they have consistently failed to follow up as promised.

Worse, they will NOT start a claims process until 1 month after losing your item and they are completely opaque about the process. How can a business operate like this?

If you are a residential or enterprise customer considering Bolt to manage key aspects of your business–*I would strongly urge you to look elsewhere*. Their poor customer service and lack of organisation in their warehouse is likely the tip of the iceberg, it sounds like they have been focused on raising money from venture capitalists instead of working on their business and delivering value to paying customers.

My bookcase was delivered to me at the end of March 2021. The first attempt at delivering was not successful, though I am partly to blame for it, not having heard my cellphone. However, I did provide other means to reach me, which were not attempted by the driver. This was disappointing. The second attempt went much better.

I am giving Second Closet Movers a 5 star rating because of the gentlemen who delivered the product to me the second time around. They were really gentle and kind hearted men. I wish I remembered their names.

I am astonished how they have so many positive reviews... then again reviews are not all for moving. The one star is for the people who moved stuff into my new home....to begin the pricing per hour is unfair... you have to pay for one person to label each and every item in your home and that takes about three hours, so basically you are paying three hours to take photos and label. If you are lucky you will get the other movers who are efficient, in my case both were trying to box one dresser for two hours. In the end they just loaded the items mentioning that they will go to the warehouse wrap and label them. I was very worried at that time and called second closet to voice my concerns as the inventory was incomplete. They kept saying we will initiate “an audit” and trace the remaining. On moving back day I missed the items - 4K projector screens, sealy posturopedic mattress, a dining table glass and a couple of other smaller items. Bills were asked and were produced for each item. The value they lost was $4000. Can you imagine what they came back with - the usual terms and conditions and that they pay by weight!!! As if they were paying for scrap or garbage! And they offered a compensation of 1/6 th the $$ amount. Where would the stuff go from their “secure warehouse” ... do they put it on a lost and found and sell them second hand? Do other people receive it instead? Do they break damage it and claim
Innocence....

DO NOT GO BY THE REVIEWS WHERE THEY ARE DELIVERING FROM STORE!!!! They will lose your stuff and pay you by the pound!! Then charge per hour for a person to label stuff..... VERY SURPRISED THERE IS NO ACTION YET AGAINST THIS COMPANY!

Literally the worst moving company I think exists. They returned my items DAMAGED. And then paid less than half of what they were worth. I also had MISSING items. They rescheduled me three times because their movers were late and I didn’t have my elevator booking for any longer than what I booked it for (which mind you, was a THREE hour time period), these items literally took 30 minutes to move. These people are awful. Save yourself money and time and go with ANYONE else!

I moved from my house to a condo and wanted to store a few items that are of importance and sentimental value to me - a dinning room set and a desk - both of solid wood and the chairs were upholstered in off white. We paid $ 127 monthly for 12 months plus the moving and transpotation cost. Last week I called for my work desk as I am working from home and have a lot of pain due to the lack of ergonomics -my office desk and chair would solve this issue. Well to my surprise they brought my dinning room table instead of my desk. they cannot find it - really? My chairs are dirty and the upholstery is brown from off white - are they renting our stuff or using it? I am so upset. My husband filed a claim but for god's sake I stored it for 1 year only to have it lost?? what did I pay for then for a whole 12 months? this is ridiculous and they should be put out of business. I'm waiting for this stupid claim to go through.

This has been such a horrible experience that I was not prepared for. If I could give zero stars I would. I moved out of a condo and needed to put most of my things in storage with Second Closet. They picked up my stuff which cost around $1,200.00 and stored it for several months at $250 a month. I bought a town house and needed everything returned a day after I closed on the property so I booked it 3 weeks in advance. I got a call from Second closet the day before and they told me that they misplaced a few items. Well, it was not just a few items, it was 10. A dresser, a night stand, 3 dining room chairs, the back of my sofa and so on .Second closet had lost half of my stuff. What they did bring me was 1 broken chair, 1 bathroom cabinet with missing pieces and a damaged entertainment stand. It then took over a month to get the rest of my things returned. After many many calls and no one calling me back to let me know what was happening. Now I have to replace an $800.00 entertainment stand and they offered me $300.00 to replace it. From start to finish this has been the worst possible experience. Stay away from them they do not care about you or your things.

Second Closet picked up our stuff to be stored, gave us an itemized list of what they took, and then lost half of it. Gone. In the midst of a move, we almost missed it, but after a few days we realized important possessions missing, reviewer what they took and what they brought back, and realized all of the missing items. Called them and they acted like it was no big issue. Barely any initial response from management and now they have gone silent. Unbelievable. Do not trust Second Closet with your stuff.

We used Second Closet for the first time to move our home furnishings into a pod that was sitting in our driveway, while our home was being renovated.

The move itself was OK. The men showed up at the agreed upon time, were friendly and worked effectively together.

Unfortunately, when the day came to open our pod to bring everything back into our home, we noticed that two items had been damaged due to the way they had been packaged and stored by Second Closet.

A marble coffee table was wrapped as one unit, despite the movers knowing that the marble top was to be wrapped and stored separately and our daughter's dresser had also been damaged as they placed the dresser on it's side and then packed heavy items on top of it, resulting in a broken leg.

****When I contacted Second Closet to address the issue they denied having anything to do with it, despite the fact that no one else had touched the items and the pod had stayed in the same spot the entire time. The essence of their reply was, not our fault, oh well.******

When I asked to escalate the issue, they stopped replying to my emails. When I asked an associate company to contact them on our behalf, as they had done business with them in the past, they didn't reply to them either.

My experience with Second Closet has been that they do not accept responsibility for their work and when things go wrong, they simply forget and avoid you all together.

*****I will not use Second Closet again. I was left with over $1000 in damage, a company that will not reply to my emails and has no concern for the damage they caused.*****