Shurgard Self Storage - Woolwich Reviews 136

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.

Signing up and moving in was very smooth. Staff very helpful when needed

The passport scanning page on their website was blank so I couldn't scan my passport online before attending. This further meant that my Uber couldn't enter the gate as I hadn't been given a code for the gate, so my stuff had to be left outside where it could have been stolen by an enterprising thief. When I arrived 5 minutes late for my appointment, no-one was there and no-one answered the phone number posted on the door. Then I had to wait for someone else even though I supposedly had an appointment, and even though their system was capable of multitasking but the guy was acting like that wasn't possible. Then the guy at the office somehow got locked out of his own office. The app didn't work at first. The guy gave me the wrong directions and didn't check that I understood how to use the lift, so I got stuck in the lift. I got an email telling me I hadn't provided my passport when I had and I didn't get an email telling me my code for the app.

Very easy to access and very friendly staff

Easy use nice workers

Easy to hire, easy to use.

Gave me a lock without telling me the price and then add it on my bill the next day weird

My Ligne Roset Sofa bed was destroyed by mice and my Ligne Roset Calin chair was destroyed by a leaking freezer which hadn’t been defrosted in an adjoining lock up. Found a dead mouse in my lock up. Have been met with threatening behaviour by the management and I feel that they are not at all interested in their clients. Juliet at least showed some sympathy but that is all. I wish I didn’t have to use them

Julietwas amazing to took time to go through all the j to and show me round to the area I had rented. She made it all so easy.
She made the whole experience an excellent one
And my storage area is perfect

First time using a storage unit. All my needs were met and the staff at Woolwich were super nice.

The lady that attended to me was very courteous and helpful.
Also setting up the rental was easy and straight forward.
Thanks
Femi

Really helpful staff and everything is very convenient.

The gentleman who assisted me book storage at Shurgard Woolwich/Plumstead (I think his name is Brett); he was great. Provided clear information and explained all processes well and made the process easy. He had great customer service and was happy to assist. I would recommend Shurgard solely based on the customer service I received today.

Great service, always innovating, great deals too.

It was awful, there were rat droppings all over my things. Would never use them again.