Shurgard Self Storage - Hedge End Reviews 29

Rented a unit in hedge end lady on reception was very helpful unit access is very easy and accessible

Easy to use. Clean and safe

Efficient friendly and helpful service, building and storage units very clean and tidy. Plenty of trolleys for moving items to the storage unit. Access good and well located.

Jeff was really helpful and friendly!

Excellent service, quick efficient and very helpful.

Easy to use, would recommend

I would wish to point out that I had no problem with the staff on site at Hedge End who I found courteous and helpful. My low rating is against Shurgard the company.

Last December I rented a 200 sq ft unit at just over £300 per month which was inclusive of insurance. Within a matter of months this had mysteriously risen to £338 per month without explanation, which was my first concern with this company.

Back in October I was persuaded by my son to investigate moving to a smaller unit to reduce my costs. On the 6th October I obtained a quote from Shurgard to transfer to a 100 sq unit at £244 per month inclusive of insurance which was worth the effort

You are not permitted to make a transfer during a weekend so the earliest my helpers were available on a weekday was the 19th November. So on the 17th November I checked to ensure there were still 100 sq ft units available and what the price was now. I was shocked to learn that the price including insurance had risen to £328 per month meaning I would save just £10 a month for all of the effort of transferring my storage.

I therefore decided to vote with my feet, hired a van, cleared out my unit and moved to a smaller unit with a competitor for just £150 per month including insurance for 3 months rising to £240 per month. You can do the maths on the savings I will make once the van rental has been paid!

To add insult to injury even though I paid my last £338 monthly fee to Shurgard in advance back on the 6th November and had freed up the unit 16 days in advance, there was no rebate forthcoming, which was implied by their stating you can cancel at short notice and was probably hidden in the small print.

To be fair to Shurgard the quote I received on the 6th October did come with a warning that prices might rise but by nearly a £90 per month in just a few weeks?

If you are reading this and are interested in hiring some storage then please be aware of how this company treated this customer.

You asked for my customer number it was
Customer number: 9009988
Mr Geoff Aston
I would rather not publish my phone number but now you have my customer number that should be available along with my email address.

Everything went smoothly. The first unit alloted was not good as it had an I beam in it. They mooved my booking to another unit which was the correct size.

I had excellent and friendly service from Jeff on my visit. I had mislaid my keys and he cut off the padlock and provided a new one. He gave immediate service on production of my ID, and I was able to access my locker within about 5 minutes of my arrival. The staff are always friendly here, and keen to help.

I needed a unit to store personal items long term at a reasonable cost. It was a quick and straight forward sign up process. All prices are visible on their website and what you see is what you pay. Account and access to unit can be managed via app. Friendly staff are on hand during office hours for any help or queries if needed. Access hours are generous and is available all week. Recommended for any storage needs.

Getting to the venue of the storage was easy, packing the items to the storage room was so easy for me. I was glad .

Fortunately I only used them for 6 months. The only decent customer service I ever received was when I opened the account. Every other encounter had been rude and brash! And talking to me like an idiot!.
Owing to being severely unwell and hospitalised - I didn't even think about the rental - should have set up automated payments - wasn't told about it to be fair - when I did realise I borrowed a family visitors phone and logged into my email to let them know I may be a few days late paying and explained why.
They were disgisting! Threatening me with later payment fee etc. my visitor had to go to my house and get my phone, bring it back to me in hospital so I could pay it. There was no empathy - no customer service - not even reminding me gently of the terms and conditions. Brash, rude and disgusting,
As soon as I paid it - I gave notice and told them why - "for your greed, lack of customer care, lack of professionalism, lack of understanding - I hand my notice in. "
Vacate date was 4th Sept 25. I went as soon as I was well enough on 27th August and emptied it - firstly my app wouldn't work to unlock the door. It was 4.00 so went to the office for help. Lights out. Nobody in there. I phoned and the woman was disgisting! Rude and demanding. Shouting at me to use the app! I told her I was using it and it won't work. She wouldn't listen just kept talking and shouting over me. I went to the door again while she was on the phone and miraculously it worked!!! So I said to her - oh hey it's worked this time I am in. She literally TUTTED and ended the call! No niceties no pleasantness nothing.

First time I've been in there since joining there and my friend was meeting me there to help me owing to poor health and disabilities. I opened the door from inside and let her in. Within mins a cross stern woman marched in demanding me "did YOU open this door" I went to speak and she repeated herself. I said. Yes I had just to let my friend in. She shouted at me like I was a child - or an idiot - you let her in THAT door not this door! You have set the alarms off! I then realised she was the woman on the phone to me! So me setting the alarm off - by accident - and only internal alarm - it meant she had to UNLOCK the door and act like she was working again - made her get up and come out to turn alarm off. I was close to tears as I hadn't done anything intentional and was just confused at the doors!! No obvious signs on them or anything!

She stormed off without another word just staring at as she was leaving.

I felt uncomfortable and humiliated. Here were others in the locker area or storage area - and I felt like a child! I emptied my storage and left!

I would never use them again! This was the hedge end branch!
They have professionalism - they're incompetent, no customer skills, no customer service skills. They lack in training AND keeping their clients. Obviously I will be going. With one of their competitors - and I feel comfortable to do that. 100%. To treat someone with health issues and disabilities in such an appalling manner was disgusting! I may not be able to do the things I once could, or think on the same way I once did but I can feel and I can get upset at someone hostile behaviour. It's intimidating and humiliating, Another thing I can do is write reviews!!! GOOD ones mainly! But this deserved less than one star and others deserve to be aware before they decide on shurgards as their choice for storage.
I also am courteous- and did tell Shurgard that would be leaving a negative, truthful, and brutally honest review of my experience with them! And I'll happily screenshot this and send it to them to be sure they see it.
PLEASE SHOP AROUND FOR STORAGE! Check all the negative reviews on different storage providers - as these are important exoeriences. PLEASE AVOID SHURGARDS. They are a greedy selfish company that do not seem to invest in their employees training - and that is poor! A fair paid, motivated employee will keep a company's clients - a disgruntled employee will not give a damn about the business or the customer. Thank you for reading.

Edit - just been checking others reviews and shurgards response to them. They are all standard replies - exact same wording -'pre-arranged prototype to respond to our complaints. They are not even professional enough to take complaints seriously.
Disgisting company. Absolutely disgusting.

Further edit - exactly as predictive - standard reply from shurgards. Didn't expect anything less or anything more - but want to ensure others note this before booking with them. There is no customer service at all.

Helpful friendly staff - easy access - good choice of units and reasonable price

Easy booking and system with an app to access the storage (no keys to collect or lose). Clean/secure. Use of trolleys. Used to store whole house contents.

Great storage with amazing support from reception (Carren) and great prices! I totally recommend!

Made a tentative enquiry about a more suitable size and Jeff couldn't have been more helpful. He quickly established the most cost effective size and way forward and we have set the wheels in motion. All the staff are very helpful and always have a smile. Love the new security and accessibility, very clean and reassuringly secure space

Great place, quick simple and can be done at the weekend, first unit was too small but Debbie in the office sorted that out for me instantly no Hassle, Thank you ☺️

Excellent and polite service

Staff are very friendly and helpful. Locker is immaculately clean.