Safestore - London Paddington - Marble Arch Reviews 

Great experience overall—friendly, helpful, and really easy to deal with. Big thanks to Kevin for all the help, you’re a legend!

Second to none customer service. The team helped find the most cost effective storage unit for my needs. Very trustworthy company

Avoid at all costs!!! I had 4 units there for a long time as I needed this exact location. But! The managment is awful. They could suddenly rise the price 30% for some units, then again 30%. Also they cheat with the bills and forced me to pay more. What they do after they rised the price or issued additional bill they simply lock all my units and I could never discuss it. They simply always saying we are right and you are wrong. So just pay us otherwise your belongings would be locked then sold. It is an awful place. Carl the manager is the worst. But all of them are the same. Also there are a lot of mice. I found around 10 dead mice during a year. And some of my clothes were damaged badly. Also. One of my units had a leak and a printer, a huge tv and some other stuff were filled with water and completely damaged. Never use this storage!!!! There are a lot of different storages in the area. Avoid this one!!!! They over charge you, treat you like nothing and your belongings could be easily damaged by mice and leaks!!!

P.S. The reply they made to this feedback is just a standard lie.

Horrible staff , Carl the manager doesn’t care , they are always playing games on their phones , they have tripled my prices all of sudden and couldn’t renew my contract and said we have to get new customers in and basically kick you out or pay the horrible price they just invented , so if you are looking for a storage stay away from them , in couple years I don’t think they will survive with loosing customers, I don’t recommend them to any one , and i have found the same storage locally with less than half the price they offered me , they deserve big fat Zero feedback

I took my belongings home and found dead mouse in one of my boxes, where I was saving luxury baby clothing. Baby outfits are damaged by mouse teeth, urine and feces… the dead mouse itself in a box .. Paddington SafeStore workers refuse to give me any support saying - I found the mouse being outside SafeStore, how could I know I am bringing home my boxes with dead mouse … disgusting

A shout out to Terry at Paddington Safestore who saw I was struggling trying to move around 20 boxes of hardback books into my unit and very kindly helped. Very much appreciated. A very kind man.

The Paddington Safestore is a disaster - water is leaking from the ceiling in multiple places. There was a bucket in one corridor for one leak but nothing is being done about the leaks in the storage units themselves. An antique wooden desk I had put into storage two months ago is now ruined - it's a family heirloom that's irreplaceable. The staff were unsurprised that a leak had destroyed it and just advised me to fill in an insurance claim.

This is in relation to Safestore Paddington as that is who our experience is with. Please let this be a warning of the underground location and careless staff at this storage facility.

We received a call about a leaking unit near ours due to roadworks above the unit but were advised that our unit was okay. When we rushed to check if our unit was okay, we noticed a leak, dripping from the top right hand side of the ceiling into our unit. We did everything we could to cover the unit from above and isolate the leak and made it clear to employee, Amin that this is not a long term solution and our personal belongings are at risk of being ruined. We needed to find a solution such as calling an emergency plumber to fix the leak or moving our belongings to another unit. He repeatedly told us that there is nothing he can do and neither of those solutions are possible. He confirmed that there was no spare units available and told us how lucky we were that it isn’t our unit two doors down that is knee deep in flooding.

We went away and consulted a plumber friend who strongly advised that an active leak needs to be urgently looked at to avoid unrepairable damage and a loss of valuables. Having fed this back to Amin he told us that there was no way he could get an emergency plumber out but he assured us that he would get someone out first thing the next day. We pleaded with him whether there was anything we could do to move our belongings to a different unit but he told us that there was nothing free.

We waited all day Monday 25th July 2022 for a phone call to update us on the status of the plumber that was booked but heard nothing. So in the afternoon we decided to call the branch instead and finally managed to get through to Darren the manager. He told us that Amin hadn’t relayed any of the information about the leak onto him and that no plumber had been booked. He also told us that there was no point of booking a plumber as the problem was unfixable. He said he will find us a spare unit so not sure why Amin was unable to offer us these free units the previous evening.

We rented a car as fast as we could, cancelled our working days and rushed down to the storage unit within 45 minutes of this call. I cannot describe the scenes inside our unit and just thinking about it breaks my heart. The smell was overwhelming of mould and damp. The walls had begun to start growing mould. Where the leak was, a pool of water was weighing down the protection we make-shifted the day before and our personal items and memories from all over the world were ruined. It was a vast contrast to the previous day at which point none of our stored items were even wet.

To think this could have been avoided if Amin had offered us one of the available spare units the day before is saddening and disappointing but most of all negligent. It shows how little such an employee cares about keeping anyone’s belongings safely stored at Safestore. If Amin would have offered or bothered to find us a spare unit the day before, our belongings and memories could have been saved. Also lying about getting a plumber in to fix the problem first thing only to get rid of us at the time and clock off work shows lack of regard and negligence towards the service which we pay for.

We binned about 80% of our belongings which we have kept safe, collected and saved over the last 10-20 years. Discovering each memory that was ruined was heartbreaking and overall this entire experience was emotionally draining and mentally damaging. We had to seek medical treatment for the stress caused by these events. Not to mention the negligence for our safety inside the unit where the pool of water that had collected overnight above the unit and had fallen over my partner’s head.

I emailed my complaint to Safestore along with medical letters for the trauma caused by the experience but their response was merely to decline all responsibility and wish me luck. So the only thing I can do is to warn others of this particular Safestore location so that you can avoid going through such a horrific experience and treatment.

I spoke with Jemaine initially who was so helpful and carefully explained everything to me. I proceeded to book a storage space at Notting Hill and then spoke with Ryan who kindly helped me transfer the space over to Paddington as it was going to be more convenient for me. Beyond helpful and kind. Both so lovely to deal with and had a really great experience. The storage spaces were clean and accessible. Overall so happy. 5 stars would definitely use them again and thank you to Ryan and Jemaine !!

Excellent organization and customer service. I would definitely recommend.