I've used this company before and what really stood out was the customer service. I was pleased to find the same team working behind the scenes this time around again, and they also remembered me whic... See more
Company replied
Location
Switch locationBromley Road, SE6 2NZ London, England, GB
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Jerome, the consultant who showed me around and helped me open my account, was extremely professional. He was friendly, knowledgeable, and incredibly helpful throughout the entire process.
Company replied
Anton and Jerome at Catford Branch are brilliant, they made things easy and simple. Felt really supported and welcomed. Such a great team there. Highly recommend 👍🏽
Company replied
I have a very good experience, friendly staff and amazing services, easy to carry my stuff to the storage area, very good revenue, safe control and fabulous offer for two months. I am very happy, I d... See more
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Company details
Written by the company
Access Self Storage is one of the UK's largest and fastest growing self storage and office space rental companies. With over 20 years of experience in the self-storage industry, we have 59 Access Self Storage stores nationwide, all in easy to reach locations. Whether you're moving to a new home, storing stock, running an ecommerce business, decluttering your home or moving out of student accommodation and need a reputable, secure and affordable storage provider, our friendly, local store teams will find you the right storage for your needs.
Contact info
Bromley Road, SE6 2NZ, London, England, United Kingdom
4.1
Great
32 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 87% of negative reviews
Typically replies within 1 week
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Very Disappointing Encounter With Front Of House
I recently had a disappointing experience with Access Self Storage Catford. Initially, everything proceeded smoothly until my planned move-out date on January 24, 2025. On January 6, 2025, I called to inquire about the move-out process and informed them of my intention to vacate on the 24th, aiming to avoid additional charges. The representative (Lamara) assured me that a note was added to the system regarding my notice & move out date.
Upon arriving on the 24th, I was informed that a 7-day notice via email was required, despite my prior phone notice. Consequently, they considered my notice period to start from the 24th, resulting in an unexpected charge of £73.55. The manager (Jerome) offered to accommodate by applying a daily rate up to January 25th, acknowledging I have already given. notice earlier. However, when I returned on January 29th to collect my remaining items, this arrangement was not honored. My access was restricted, and I was compelled to pay for storage until January 31st, incurring an additional week’s charge from the 24th. I have since called several times to make a complaint & to get my refund but Jerome keeps promising me a call back from a higher ranking manager that I am yet to receive.
This experience was frustrating, especially given the prior assurance and my efforts to comply with their procedures. I hope Access Self Storage Catford reviews their communication and notice policies to prevent similar issues for future customers, The staff could also benefit from vital customer service training.
January 24, 2025
Unprompted review
Reply from Access Self Storage - Catford
Thank you for your feedback. We’re truly sorry for any frustration you experienced during your move-out, and we appreciate the opportunity to clarify what happened.
Our team acknowledged your intention to vacate and recorded it in our system. At the time, they also advised that written notice was required, as per our policy, to formally process your move-out. Unfortunately, we did not receive this written confirmation in advance, which meant that your notice period was applied from the 24th, making the first seven days non-refundable. We completely understand how this may have caused frustration and sincerely regret any miscommunication along the way.
That said, our team went above and beyond to assist by making exceptions to our standard procedures. Normally, customers are required to pay for the full calendar month upfront and then receive a refund for any unused days. However, to accommodate your situation, we allowed you to pay only up until your move-out date, eliminating the need to wait for a refund or pay more than necessary in advance. Additionally, although your account remained open for seven days beyond your move-out date, we did not apply a late fee—despite this being standard policy.
We recognize that this experience was not as smooth as it should have been, and we truly appreciate your feedback. We will be reviewing our processes to improve communication and ensure clarity for all customers moving forward. If there’s anything else we can do to assist, please don’t hesitate to reach out.
Very unhelpful and disrespectful staff
Very unhelpful and disrespectful staff. They are so insensitive and treat their customers in such a horrible manner. They don’t care and sell your items without a formal explanation/ letter to your address. So rude and unprofessional.
April 22, 2024
Unprompted review
Reply from Access Self Storage - Catford
Hi Jay,
We’re sorry to hear about your experience and take feedback like this seriously. Providing respectful and clear communication is important to us, and we regret if this was not reflected in your recent experience. Thank you for bringing this to our attention.
DO NOT GO THERE...WORST STAFF AND THEY…
DO NOT GO THERE...WORST STAFF AND THEY ARE NOT HELPFUL .YOU CAN NOT GET HOLD OF MANAGEMENT ..BEEN TREATED LIKE YOU ARE NOTHING WHEN THEY OWE ME AND DO NOT WANT TO REFUND ME ...THEY ARE THIEVES..IT HAS BEEN OVER A MONTH ...
September 29, 2023
Unprompted review
Reply from Access Self Storage - Catford
Dear Nono, Thank you for your review. We take pride in delivering the best possible service to each of our customers and we are sorry if we have fallen short on this occasion. Your comments will be reviewed and we hope to have the opportunity to show you what we can do in the future. Customer Service Team
I have a very good experience
I have a very good experience, friendly staff and amazing services, easy to carry my stuff to the storage area, very good revenue, safe control and fabulous offer for two months. I am very happy, I do it again and again when I need.
September 10, 2023
Reply from Access Self Storage - Catford
Hi Guilhermino, thank you for taking the time to write your review. We pride ourselves on delivering exceptional service and your feedback is appreciated. Should you need storage again in the future please get in touch. Customer Service Team
Access Storage Catford
Access Storage Catford, A1 customer service, really polite and helpful staff, good rates would highly recommend
March 25, 2023
Unprompted review
Reply from Access Self Storage - Catford
Hi John, thank you for your feedback, we are delighted that you have had such a positive experience with Access Self Storage and will pass on your comments to the team.
Reply from Access Self Storage - Catford
Dear Miss Adjoua, thank you for your review. All feedback helps us continue to deliver the service our customers expect. Should you need storage again in the future please get in touch. Customer Service Team
Shocking people dare not even refer to…
Shocking people dare not even refer to them as a company. Shocking experience throughout. Chasing after a refund don't reply to emails and calls & then block calls. AVOID THEM AT ALL COSTS!!!!.
March 16, 2023
Unprompted review
Reply from Access Self Storage - Catford
Dear Tony, we appreciate the feedback on your experience with Access Self Storage and we apologise if we have not met expectations on this occasion. If you have any further concerns regarding your refund please email customerservices@accessstorage.com and our dedicated service team will assist you further.
Very bad customer service
Very bad customer service. Most of the agents are dismissive and unwilling to help in any way. They misled me to pay a full month in advance on a unit, with the promise of a refund if I moved out early. I moved out of the unit one week earlier and never received any refund whatsoever. Stay away from those mugs.
March 15, 2023
Reply from Access Self Storage - Catford
Dear Walacy, thank you for taking the time to write your review. We pride ourselves on delivering exceptional service we apologise that we have not exceeded your expectations on this occasion. Your comments have been discussed with the store team and we hope to have the opportunity to assist you in the future. Customer Service Team
We’ve rented storage in catford for…
We’ve rented storage in catford for over 2 years. My rent was due January 4th so I was told but I paid 24th December which I queried second week of January. So I presumed I paid in advance. Middle of January I get a letter saying they have sent my dept of two weeks late to the dept collections and have bumped on a fee of £120 for a so called dept that is not even a month old. This is day light robbery when people are struggling and you want to add extra cost to improve your profit. Who does that after two weeks. A bunch of rogue traders with absolutely rude and useless managers that don’t seem to understand basic reasons why I’ve queried the money they want to charge. Time to take my business elsewhere
February 1, 2023
Unprompted review
Reply from Access Self Storage - Catford
Dear Ms V, we appreciate the feedback on your experience with Access Self Storage and we apologise if we have not met expectations on this occasion. If you have any further concerns regarding your this, please email customerservices@accessstorage.com and our dedicated service team will assist you further.
Service received
Excellent, excellent service received
On ny last. As a matter of fact
Excellent service always.
November 1, 2022
Unprompted review
Reply from Access Self Storage - Catford
Hi Rose, thank you for your positive review. We are delighted that we have met your expectations, should you need storage again in the future please get in touch. Customer Service Team
Reply from Access Self Storage - Catford
Thank you for your positive review. We are delighted that we have had a positive experience with Access Self Storage, should you need storage again in the future please get in touch. Customer Service Team
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