Shurgard Self Storage - Woolwich レビュー 

Everything good

It was easy and amazing experience

Very secure and easy to access

As soon as you go through the sales procedure and sign up any pretence of customer service finishes.

You often can't get into your own unit because the entry system has failed again and they are waiting for an engineer.

This happened to me twice and I was unable to remove professional equipment and brochures for a trade show on the day and let down a client.

As for security it's a joke with the main gate often left open and random people and vehicles wandering around especially at weekends.

There is an historical problem of mice and rodent infestation.

Once you sign a contract the rent is increased at will with nothing to do with inflation or what you signed up ( I'm not talking about the special first month offers for £1 or whatever )

In Jan this year it went up 14% just like that. In 6 years it's gone from £160 to £320 a month no negotiation just an email saying that's it from next month.

When you come to leave and give the contaractual two weeks notice before leaving they change youre leaving date to 30 days.

The explanation is that the've already produced next months invoice and it can't be amended or rewritten.

" They also stopped doing any refunds in March "

Any complaint is shrugged off and you are told it's not possible to escalate to any manager

Instead you are given a generic " info email which is never replied to.

A complete disregard and contempt of any customer service.

Very good service and well presented.
The customer service was excellent and very respectful .

very relabel and save to use

Convient and the person that served me was helpful, nice and good guy.
Issues - mice…… there are mice everywhere, mice traps, droppings etc. The person ahead of me was complaining and was told it was because people were storing food. That may be so, but it’s the companies job to resolve and solve….. they have not solved the mouse problems.
Insurance - they make you take insurance but there’s is at least 50 % more expensive that shopping around. They wanted to charge me £18 / month for 2k value, I got it elsewhere for £14 / month for 8k value……

Never used storage before but the man at reception was very helpful at the Woolwhich branch.
The only problem i had as i booked online i had a second floor unit ,i didnt realise if you have heavy furniture you must book a ground floor unit as its impossible to put on small trolleys then take up in a lift.The man at reception sorted it for me straight away,hassle free

The site is understaffed and staff are disorganised and not aware of how to deliver customer service. Site is often messy and not maintained well at all. Gate often gets stuck and all staff say it’s nothing they can do. If I didn’t live close by I would never use this site it’s way too expensive for the level of service.

Overall satisfied, great 1st month offer and good customer service and friendly staff but missing a customer toilet accessible after the office hours.

Helpful staff! So easy to self use the storage.

It was a quick and easy checkin process with an extremely helpful staff member

Great staff easy process

Great experience

Helpful reception staff. Easy access with the app and security gates. High quality unit with easy ground floor access.

I was in a real rush and Bret was great, went through the process as quickly as he could so I could make my next appointment. He was also really clear in where my unit was, and it was left open for me so I could easily find it when I returned later that evening to store my things. Excellent service, thank you!

Really helpful this was my first time using storage an they made it easy

After asking the day before (when i brought in my ID) if i could access my new unit at 7.30am on the day my contract started, and correctly setting up the Shurgard access app (correct unit was showing and all my details and unit number etc), I got in the electronic gates with my hired van as a customer was leaving.

But then I tried to open the building doors with my phone app and it didn't work. We had to unload my stuff outside the doors, and my hired van tried to leave, but my phone app also couldn't open the electronic gates. We were stuck.

I uploaded the app again and again and it still didn't work.

I called the emergency number, and was told the duty manager would get back to me (they never did).

The van was stuck inside for 45 mins (I had to pay them more money) until the next customer eventually arrived to open the gates.

I eventually got inside the building when a customer opened the doors but then the app or the code didn't work on the lift and I couldn't get to my 1st floor unit.

Eventually at 9.40am a member of Shurgard staff arrived.

I tried to tell them my problem and that I'd been waiting for 2.10 hours in the cold, but they were immediately grumpy and pissed off: "Can't you wait till 10am when I start work."
I said "no It's an emergency and I've been stuck here for 2.10 hours because the app doesn't work and I just want to get into my unit".
No apology from the member of staff or care to ask about the problem: "I don't start work till 10am can't you wait."
After waiting for so long with no Shurgard system to help me I was quite unhappy and frustrated by now, and your staff member was the only Shurgard representative, and after waiting 2.10 hours I didn't want to waiting another 20 mins on top!
Eventually when he listened that I only wanted him to help me access the lift to get to my unit, he spent 2 mins helping me to use the lift. Again zero apology and just a grumpy pissed off attitude.
I fully understand that the problem wasn't your staff members fault, but it certainly wasn't my fault, and as a representative of your company I do expect them to care about a customers problem.

The following day I tried deleting and installing the app again and returned to Shurgard during office hours. Still the app didn't work and open the gates.
I asked your staff in the office (today a helpful person) and they had to reinstall something with my account on your system so it would work.

So it seems it's quite common that the app doesn't work when newly set up?

I would like to complain about your unreliable app and door system.
I would also like to complain about your non existent system of support out of office hours.
And I would like to complain about your grumpy and unhelpful staff when there's an honest emergency and I hadn't done anything wrong.