Shurgard Self Storage - Camden Avis 

I rented a Shurguard storage unit, on a monthly rolling basis, in March and was served by Ryan, who was efficient. The unit was located in Euston, but I dealt with the Camden branch as it had the closest manned office.

I cleared the unit on 11/05 due to relocation and received a 'Thank you for your custom' email from Shurguard, titled 'Your contract with Shurguard has ended', on the same day.

The automatic billing function through the Shurguard app did not end with this cancellation, so an additional payment was processed the following month. I contacted Shurguard on 23/05 via the website's enquiry form to arrange a refund of the amount and received no response.

I followed up with a further enquiry on 23/06 and spoke to Boris, who repeatedly asked for my notice email, which I explained was not required, as the vendor had cancelled the contract on their end. I provided proof of a WhatsApp chat in which Shurguard contacted me to discuss my rental until. The chat shows that, after asking whether any further invoices needed to be paid, Shurguard failed to answer.

Boris said that WhatsApp 'is not a primary method of communication' despite being contacted by them on the platform first.

My advice is to be sceptical of monthly rolling contracts that the vendor claims are flexible in-store, only to experience money-grabbing tactics after the contract has ended.

Ultimately, Shurguard cancelled my contract and is refusing to refund a payment made for a service I did not receive. The reason: I did not serve notice after they had already cancelled my contract.

Boris was an absolute pleasure in spite of the system shutting down.
Thanks again

Rohan explained everything i needed to know clearly from the Camden branch

Great service from the team- easy to get in and out, and helped me when I locked myself out!

Thank you

I came in branch and received the best help and advice, I could ask for. The gentleman who I believe was named Boris gave exceptional care and attention. Understood what I needed and a unit was purchased.

Thank you Boris for your help and thank you to the courteous man named Alex who held the door open for me.

Daniela from Shurgard Camden is fantastic 10/10! Great customer service and attention to detail!

Boris at Camden Shurgard made the whole process of obtaining a storage unit incredibly easy and most importantly at a great rate - not only shared his mobile number resulting in being able to contact him with ease - much appreciated! Super friendly and helpful and organised a unit close to the entrance . Not given to writing reviews but am v happy to say the whole expereience was v pleasant..
Benjamin

Very efficiently organised and helpful. Storage units are clean and well lit.
The parking is quite tight

Extremely smooth process if done via online & the app. The storage was booked and allocated in less than 1 hour.

Previously I left a reservation request and was called several times which was inconvenient; but when I re-did the process via online booking, it was flawless.

Storage itself is ok.

The “spacious goods lifts” described on the website are misleading. They’re very small making it really difficult to move large items.

In addition to this, I’ve emailed with a proof of my own insurance policy and never had a response.

Aside from the, the app entry system into the facility is useful.

Staff are helpful. I've never used a storage unit before. The staff made the process feel pretty straight forward

Staff at the Camden branch were knowledgeable and very helpful. Everything was simple and clear.

Very helpful member of staff , convenient location . Good value. Met my needs, thank you

Great customer service and easy access to facilities that were clean and spacious .

I had discussions with the staff about using lifts and their location. when we arrived on Saturday the lift they had described to me (on the right as you go in) was out of service, so we had to use waht seemed a smaller lift at the back. When someone from the office arrived i asked if the main lift would be working, and was told that it had been out of order over a week..i pointed out this was not mentioned to me! the consequence was that it took much longer to offload items, and by 10am there were long queues and people getting annoyed and frustrated. it is simply not acceptable to have lifts out of order for so long, and especially not at weekends. But i am afraid it is symptomatic of the level of service and information provided by Shurguard.

This review is for a lady named Michelle at the Camden branch.

Michelle was very kind, helpful,and professional dealing with the issue I had today. Hopefully I will get my refund sooner rather than later.

Thank you Michelle.

Wendy

Thank you Michelle

Shown a room which was acceptable, however on moving in was directed to a totally unacceptable room. Lost half an hour of unloading time whilst we found an acceptable room. This cost me extra.

Easy online booking, and great, and friendly on site staff. Thanks

everyone was v helpful which made my moving in easy and smooth.

I arranged my unit at another branch, which was very smooth and the service was great. My second time visiting my unit both lifts were out of service and the staff did not seem bothered at all. The stairs are generally not accessible and I was told they could not be, despite me needing to return later that day. Again, staff did not seem to care.
I called back later and was luckily told the stairs would be open. A few days later and both lifts are still out of service. I would not recommend using this branch at all.