Shurgard Self Storage - Edgware Bewertungen 122

You advertise closing time of 8 p.m. but, when my delivery van arrived at the site at 6.45 p.m. on Saturday, the facility was closed and in darkness and he was told to come back the following day!
Difficult to be helpful as requested when booked and paid for pick up and delivery on a certain day and was nearly a disaster.

Will I was so happy with Shurgard service they helping too much the customer and I am happy with the service

Very easy to get in and you can get there any time
Thank you 👍

I initially found the pricing and system quite confusing. However, I visited Shurgard Edgware and met Zahran. He was wonderful, very helpful and kind. He showed me the unit, explained the system and helped me download the app. I couldn't have managed without him. Thank you Zahran.

24 HOUR ACCESS AND DIGITAL ENTRY SYSTEM IS SPOT ON.

So far great experience, the signup was nice and straight forward.

The sign up process was easy to complete. However, it took 4 days to get access to my locker after the start date of my contract. I had to contact Shurgard multiple times as I never received the welcome email. I was then given an access code that did not work and had to contact Shurgard again to receive a new code to access the premises.
When I went to the premises the second time, the gate was not working on Saturday, 11 January 2025 and Sunday, 12 January 2025. I had rented a van to take items to the premises. I contacted Shurgard and they were unable to help over the weekend as there are no staff at the Edgware premises on weekends. I have contacted Shurgard for support and have not received any reply.
Other than that, the storage is clean and well organised.

Where do I begin? 5 Stars to Yusef from the Edgware and Harrow Branch (London). Edgware is a Storage unit with no permanent staff (this causes huge problems for customers). Today (Sunday) there was no access to the Edgware site as the electronic entry system had been vandalised. I needed access, as I needed urgent tools for work on Monday (travelling to Birmingham on Monday). Yusuf agreed to travel from the Harrow branch to the Edgware branch and enabled me to access my unit by walking through (no vehicular access). I was lucky thanks to Yusuf's professionalism, understanding and kindness. Many other Edgware customers were not able to access their units today (may take most of tomorrow to repair the damage). Shurgard have made a false economy by removing staff from the Edgware branch, please reconsider reinstating them and implement a system whereby customers can walk on and off the site, not everyone needs vehicular access. You also need a faster repair system as the entry gate was broken all of Sunday and you were made aware of this early in the Morning and still not fixed by 3pm, Unlikely to be repaired until at least Monday, with customers having no access. Thank You Yousef. Mike. S.

On 3rd January, I rented a small storage unit online from Shurgard to store a large cabinet and some non-critical business documents. Upon reviewing the invoice and downloading their app, I discovered that the required App Authentication code was missing. I contacted customer service, which involved being transferred between several representatives. The final person assured me this was a normal occurrence and promised the code would be provided by 4th January.

By 7th January, I had still not received the code. Eventually, a staff member informed me via telephone that I could use the customer service number to access the facility—information that should have been provided from the outset. This lack of knowledge was the first indication of insufficient training among Shurgard staff.

Upon inspecting the unit and taking measurements, I discovered it was 12 feet short of the contracted space, constituting a breach of our agreement. When I rang to complain, I was told I had rented a 'non-standard' unit, hence the smaller size. I clarified that 'non-standard' pertains to shape, not size, and insisted they honour the originally agreed space. I requested a cancellation of the contract and was promised an immediate callback to discuss further.

Given my previous encounters with the company's persistent inadequacies and repeated failure to honour their commitments, including their neglect in returning the promised call, I resolved to visit the Harrow Branch in person, which oversees the unmanned Edgware storage facility.

At the branch, I encountered two staff members. One, a young man of Asian appearance, was polite and endeavoured to assist. The other was unprofessionally consuming pistachio nuts, shovelling them into his mouth and amassing a pile of empty shells on the counter.

Whilst eating, he claimed they hadn't returned my calls due to being understaffed and overworked. He then employed childish in-house jargon, suggesting the issue was my fault for renting a non-standard unit. As I attempted to explain the distinction between unit shape and space, noting the website's lack of information regarding reduced space, he remained obstinate.

I asked him to cease speaking, finding his behaviour, including eating with his mouth full, both insulting and disrespectful—to no avail. It was then I suggested his pistachio consumption might be impeding his ability to work, he became offended and aggressive. He claimed it was his lunch hour, apparently unaware that 17:00 is not typically considered lunchtime, and that eating in front of customers in such a manner is unprofessional regardless of the hour.

He then stood up aggressively, adopting a threatening posture, and demanded I leave, threatening to cancel the contract. I emphasised that he was not empowered to implement the contract cancellation threat and requested he maintain composure, permitting his colleague to resolve the matter appropriately. Also I disregarded his threats and pointed out that staff like him epitomise Shurgard's fundamental problems. In my own company, such individuals would face immediate dismissal.

Ultimately, the other staff member resolved the issue by finding a replacement unit. I thanked him for his assistance and professionalism before departing.

I had intended to transfer several storage units from Yellow Storage to Shurgard. However, despite Shurgard's lower prices, this experience has convinced me to continue with Yellow Storage, which consistently provides excellent customer service, rather than endure Shurgard's unprofessional and immature conduct.

In conclusion, it is evident that Shurgard's staff require comprehensive training in customer service and professional conduct. The deficiencies observed in their interactions with customers highlight an urgent need for a structured training programme that addresses both the technical skills necessary for effective service delivery and the soft skills essential for maintaining a professional demeanour.

I decided to go the on line route, which was very easy to Navigate and book, all in all a good experience.

Team at the Edgware Branch was amazing! They were helpful and so patient with me. I had a few code error issues which they resolved so quickly for me .

Storage itself was clean and easy to navigate.

Thank you:)

The overall experience is great. The facility is marvellous. I took one star off because the operator on the phone was really rude when I was asking him about any offer they could make for long-term storage.

Good experience with no problems.

However, there are two lifts and only one works. It would be good if the other one also works, especially for days when it gets busy.

Excellent service

This is my second time to renting, the staff are helpful and effective in following up on my questions.

Thank you all.

The only storage company that isn't willing to exploit your vulnerable inorder to make profit 🙏🏿🤲

The online process was easy to apply.
The Unit was cleaned and ready on the choosing day.

rental was very straight forward, no hassle a very smooth transaction

Iman was informative friendly and thorough in dealing with my enquiry. The service was quick and she gave very useful advice regarding my booking. Thank you!

If I could put 0 stars then I would. have been trying to resolve my complaint with Shurgard for almost 2 months, with no constructive outcome. Therefore, I am now sharing this matter to you all in the hope of finding a resolution and to inform the public not to make the same mistake I did.

To provide some context on the issue, on approximately May 20th, I discovered rodent droppings in my storage unit and on my belongings. This was a distressing experience for me as I have never even been that close to anything rodent-related and found it quite disgusting. When I contacted the customer service team, they assured me that they would take care of the situation.

Afterwards, I received an email asking me to return a call and choose a date and time to move my belongings to a new unit. However, when I complied, I was offered a unit on the same floor I was already on, and was told that I had to move my items myself. I was surprised and upset by this, as I had expected the company to handle the situation and provide the correct assistance.

When I inquired about who would be present during the move and requested my complaint reference number, I was told that no one would be on-site to assist me and that there was no complaint reference. This was incredibly disappointing, and it seemed as though my concerns were not being taken seriously.

To make matters worse, I was offered a larger unit at a time when I needed to discard items whilst having to deal with giggly, unprofessional staff. I requested for the matter to be escalated to management and expressed my intention to provide feedback to the CEO in hopes of a more attentive resolution process.
After not hearing back, I followed up with a phone call, during which I was assured that I would receive a callback as she could see the ongoing matter on my account, but that did not happen.

When I called again, I was placed on hold for over 2 hours (as shown in the below thread), after which the call was disconnected. I purposely waited on the line in hopes they would change their mind and start trying to solve the issue, but I was wrong. All of the factors counting towards the unprofessional treatment I have received prompted me to cancel my direct debit.

Subsequently, the matter was referred to a senior manager, who offered me a measly 2-month account credit to address the pest issue. I was taken aback by this, especially after the company had initially expected me to handle the situation on my own. They also claimed that they would address the staff misconduct internally, but I am sure they will not be doing this, which is why I am now escalating the issue to you.

Since then, I have been trying to arrange a time to resolve the matter, yet I have not received the email communication that I require.

This entire experience has been incredibly distressing, especially considering that I work seven days a week and struggle with anxiety and depression, I really do not have the time or energy to keep this fiasco going.

I am dismayed by the lack of proper customer service and duty of care displayed by Shurgard.

I have a document with the entire thread and call logs that I wanted to attach for your viewing but cannot due to rules on trust pilot.
I will be adding it to Google if you wish to see and going to the press.

Do not store your things with these cowboys , you will regret it. Also they are NOT REGULATED…which is crazy.