Shurgard Self Storage - Croydon Fiveways Avis 41

Spoke to Okallya to arrange quotes and reservations. He explained options really clearly and answered all my questions. Really friendly!

Avoid this place Completely unprofessional and extremely stressful experience.

I rented a unit at Shurgard, completed the online verification, and moved some of my belongings in without any problem. A few days later, I suddenly found myself blocked from accessing my own unit with no warning at all.

When I called, I was told clearly that I could regain access by bringing my driving licence and my boarding pass, since I am flying the next day. They said this would be enough.

When I went to the office, the story changed completely. They refused access and demanded a hard copy bank statement, even though this was never mentioned on the phone. The most shocking part:
they told me I would not be allowed access even if I cancelled the contract.

So I’m paying for a unit I can’t use, half my belongings are locked inside, and I’m flying tomorrow. The contradictory information, lack of clarity, and refusal to let me retrieve my own property has caused me a huge amount of unnecessary stress and wasted time.

If you need reliability, honest communication, or basic access to the items you are paying to store, go somewhere else.

Darren was on hand at the South Croydon office for Passport id verification.. account activation and how to access/use the site phone calls answered. In short..LIFESAVER!! I got my stuff moved in successfully!
Thank you!!

I specifically told the agents that I needed the storage for 3 weeks. When I called after 3 weeks they told me I should have given notice before the invoice came out which technically meant I should give notice just as I signing the contract. I had to pay for an extra month for a space I am not going to use.

No reception to help or guide you.
Purchased 80sqft unit which was like a rabbit hutch… apparently 80sq ft comes in different sizes! Very misleading!
Customer service team was unsympathetic and unhelpful. Don’t really care!

Very professional and caring staff. A pleasure to deal with.

Very helpful and made my expressly to navigate

Thats great

It could be much better!
Had issues trying to complete the process of registration as the shurgard App kept failing when it tried several times to carry out the identity check. It eventually did.
However, the Customer Advisor that handled my registration over the phone was quite pleasant and very helpful in trying to secure me a good deal.

fantastic service qwick and easy to set up on line
App is so so simple and easy
Amazing service would 100% recommend

Very efficient

Company is over all OK but just ok. Storages are spacious and access is easy if you're young as everything now is digitalised. Quite expensive in my opinion. Also very often there is only one lift working. Good news is that there is toilet on site so if you're using it on daily basis is not that bad.

Avoid Shurgard at All Costs – Disgusting Conditions & Terrible Customer Service

If I could give zero stars, I would. My storage unit at Shurgard was infested with mouse feces and urine. They ignored my complaint for weeks in order to avoid processing my insurance claim. They haven’t apologised once and they don’t care about taking responsibility for the damage. They told us an investigation would be run but every time we ask they avoid addressing it or giving us the results.

I trusted Shurgard to keep my belongings safe for years, but instead, I found my items contaminated and damaged. I had to dispose of everything because of the hazard it represented. Their customer service is a joke—slow, dismissive, and completely unprofessional.

If you care about your belongings, stay far away from this company. They clearly don’t maintain their facilities properly, and their customer support is nonexistent. A complete waste of money and an incredibly frustrating experience.

As my partner said, don’t even bother replying to this review to try and save face. Behind closed doors, you couldn’t care less about your customers or the services you provide.

It hurts not to be able to give them 0 stars. I rented a unit from them for years. They have a horrible problem with pests which caused all the contents of my unit to end up covered in mice urine and feces, despite never having stored any food or perishable goods in it. I had to empty it completely, get a rid of absolutely everything (exposing myself to a very serious health hazard in the process), end my contract and file an insurance claim. I was covered for £2000 (paying for insurance is mandatory), they didn’t even bother to run an investigation and they want to give me only £200. DON’T WASTE YOUR TIME OR MONEY. Also, their customer service is so appalling I had to put a formal complaint. NEGLIGENT, DISGRACEFUL AND DISGUSTING. On top of everything, they’re unapologetic about the whole thing. They don’t care about their customers whatsoever, not even if you’re a loyal one. The biggest lack of standards, competence and professionalism I have ever experienced. (And you better not reply to my review to try and save face online).

Everything is controlled through an app without having any dependency during moving items into the storage. Its really value for money experience.

Online identification didn’t work. Poor communication throughout the process

The website is good and easy to use. The staff at Shurgard were helpful and were on hand to answer queries (via telephone). The only negative and maybe that was my fault for not understanding is that if you reserve a unit, they can cancel it without warning. Was informed that you are reserving the price not the unit should you go ahead. Anyway all good. Only a week in so fingers crossed all goes well at end of contract.

Has been a great experience. All is explained well, in detail and clearly. All my emails were answered within minutes and friendly. I was a bit nervous going to the storage facility without anyone being there, however all was easy and went well. Thanks a million for the wonderful service.

Easy process and when I ran into glitch uploading if staff very helpful and friendly helping me to navigate and solve issue.Great experience this far.Thank you.

easy to book online, however the lack of on site staff make's it very difficult for a first time user to gain access, please explain you have to download the app to be able to get in !