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Shurgard's customer reviews

Customer reviews

Date
Rating
Feedback
Anonymous
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Faultless

The whole process for this from start to end was made painless by the excellent service. Everything was explained thoroughly, everything looked modern , facilities are good and the whole experience was painless. This is the sort of service that you would expect. Cannot fault anything.
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VERY QUICK AND EFFICIENT
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Scam

Poor service , over charged didn’t receive my refund.
Sophie K
Hello, thank you for taking the time to give us your feedback. We have passed your concerns on to the Store Manager, who will be looking into this and contact you shortly. 9/16/2019 8:26:39 AM
Anonymous
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Excellent services

Excellent service
Anonymous
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Professional

And prompt service.
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Up to now the service provided is of high standard.

The employees helped in order to get the best solution for my items. The storage place looks secure with cameras around.
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Very Friendly Staff

Excellent Services
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Great service, good prices, good spacious lifts and trolleys to fit everything easily as one transports the boxes to the storage unit. Lovely staff.
Anonymous
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Staff was very helpful and professional as expected
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Easy Peezy

I Have stored in the past with shurgard harrow and as usual its all very easy and relaxed, this is down to the girls and guys behind the desk who are always extremely helpful. PLEASE SORT THE SHUTTER OUT!!
Anonymous
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No comment

None polite staff, no smiling and nothing what so ever. Won't come back. Prefered it when ABC
Sophie K
Hello, we are sorry to hear you didn't have a positive experience at Shurgard as many customers find our staff to be helpful and professional. We will make sure to pass your feedback on to the team. We would like to look into this in more detail for you. Please send your customer ID and phone number to info@shurgard.co.uk so we can get in touch. Thank you for taking the time to evaluate us 9/13/2019 8:17:50 AM
Anonymous
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Excellent service
Anonymous
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i made a reservation online, i got a missed call from the store and called the store back phone was picked up by a member of staff as soon as i let my name know they dropped the call. i checked my signal on phone which was good. i called again and picked up by somone else (not sure same store) called Lesley (could not capture the full name (that was male voice) i asked could to tell me the deal i will get and and please send me quote on my email address gentleman asked me what quote do u mean coat or jacket we wear. at this point i asked him you are dealing at shurgard and dont know the meaning of quote. he started laughing i feel very bad i asked him you dont know how to speak to customer. he laughed again and dropped the call. i think was a delibarate reduness. as i am currently working at marks and spencer as assistant manager we cant tolerate this kind of behaviour. i give up at this stage and avoid calling again. a lady called me again next day i have gone through the whole process and got the unit at Woolich store. she was very nice. she explain everything of contract. i think shurgard should take action against the person involved. thanks
Sophie K
Hello, we are sorry to hear you didn't have a positive experience at Shurgard as many customers find our staff to be helpful and professional. We will make sure to pass your feedback on to the team. We hope you're having a positive storage experience at Shurgard. We remain at your disposal. 9/13/2019 8:16:08 AM
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Cheap to store, very convenient and reliable.

Straightforward service, really convenient and I think the best prices amongst all the other storage companies. Also friendly and good customer service. Thanks.
Anonymous
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Shurgard gives me so much assurance and peace of mind. They’re the best!

Definitely I will recommend Shurgard to friends and family. Shurgard it is any anytime, anyday
Anonymous
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Great customer service and clean!

The Store Manager Christopher was very professional, helpful, polite and gave me all the important information that I should know. Also guided me through patiently as moving is a stressful thing. The facilities and units were clean and there is a flexibility with different sizes. Will definitely recommend this store.
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The facility is very clean,the attendants very informative and courteous and the location is easy to find and feels secure.
Anonymous
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Very helpful and friendly staff. Super storage units.
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All the staff there are extremely helpful and pleasant. The young man who took my details and opened my account made it all very clear and easy to rent the unit. The building is always clean and the unit is very secure.
Anonymous
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Great service!

The gentleman that helped me open a account with Shugard was amazing! He was so polite, and informative and made me feel that I was in safe hands.
Anonymous
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Excellent customer service

Friendly service. All questions answered fully and put at ease. Confident in the service provided.
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All is good except there is no washroom available.
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I was hoping to get 24 hour access but unfortunately limited from 6am till 11pm.
However the gentleman who was dealing with me was very helpful. I have no complaints about his service. It would be good if you extended the access hours.
Anonymous
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Unable to reach 1st floor unit as lifts not working

Lifts not working 2nd time now
Sophie K
Hello, we're sorry to read you've had difficulties with the lift and apologize for any inconvenience this may have caused. We take pride in looking after our facilities to make your move stress-free. We will share your feedback with our store & facility management team so this can be fixed. Thank you for sharing your comments. 9/11/2019 7:37:33 AM
Anonymous
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Elton and the City Airport team provided great customer service.

Elton provided fantastic knowledge, advice and service in a friendly and professional manner.

He and his colleague are a credit to Shureguard and great for the brand image.

I will recommend Shureguard as a result of the City Airport team’s high level of service.
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Great Team at Woolwich

Very friendly team at Woolwich Shurgard was attended by Chad who was very professional and showed me how to use the system and unit well. The team are very bubbly and welcoming.
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They where very helpful,
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On the day I was moving out of my property I arrived at shurguard only to find we several people trying to enter the premises but could not enter because the gates would not open. Very disappointed and now the gate is completely off and I hope my things are safe.
Sophie K
Hello, thank you for taking the time to give us your feedback. Our staff members take pride in looking after their facilities, maintaining them to high standards. We have passed your concerns on to the Store Manager who will be looking into this in more detail. We hope you're having a positive storage experience and thank you again for sharing your valuable feedback. 8/30/2019 12:17:50 PM
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Professional and easy service

Very quick and professional service from Wezley at the South Croydon/ Purley branch. Thank you
Anonymous
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Friendly efficient service. Simple to arrange and excellent value for money.
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Lifts not working!!

With only one lift out of three working and that one not always working properly, it's slowing down the process of storing or unpacking my items.
Sophie K
Hello, we're sorry to read you've had difficulties with the lift and apologise for any inconvenience this may have caused. We have shared your feedback with our store & facility management team so this can be fixed. We thank you for your feedback 8/27/2019 8:02:37 AM
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Quite impressive 1st ever experience.

It’s the 1st time ever I used any of such service but it’s been a fantastic experience.
The staff has been extra helpful, supportive and friendly to show and choose the right size of your requirement.
Also they are quite flexible for any future need to alter the current space you having.
The brand new block with all the new storage spaces is brilliant.
I wish the access would be 24hrs but still it’s not too bad till 11pm.
Highly recommended for domestic and commercial usage.
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Great customer service

Kamal helped us choose the right space by taking the time to show us a number of available units. He explained the contract rules, pricing and storage opening times in great detail, was friendly and knowledgeable. Overall, very good customer service and facility.
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Simple and easy from start to finish.
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Fa

Fantastic customer service. Storage facility was very satisfying.
Anonymous
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A very positive experience, I rented a couple of units inbetween moving house. Your employee Jack at Hanworth was extra helpful and friendly and made the whole experience very pleasant! Thank you.
Anonymous
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Easy and practical

Easy to use and opening hours are very practical to pick up and drop off things.
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Does what it says on the tin, great helpful staff
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The set up process was managed by Lee ( I think ) he was well organized and clearly explained the process and how the charges worked , it made the whole thing easy to set up and all my questions were answered. Good job
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Good company

They were informative and efficient. We got everything into the chosen storage space.
Anonymous
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Excellent

Yes. Highly recommended.
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Helpful, easy, quick!

Very helpful, everything explained and a quick and easy process.
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Evicted before even moved in!!

Retrain your managers on how to keep a happy clean site also to be understanding of the customer.. the keypad's covered in filth screws nails around Carpark floor , do appreciate the free use of trolleys but once again the trolleys had a lot better days!!!!!
Sophie K
Hello Lara, thank you for taking the time to give us your feedback. Our staff members take pride in looking after their facilities, maintaining them to high standards. We have passed your concerns on to the Store Manager who will be looking into this in more detail. We hope you're having a positive storage experience and thank you again for sharing your valuable feedback. 8/8/2019 8:16:59 AM
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I find the storage more secure & reliable
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Very helpful
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very happy so far process easy ,shame about the forest of paper there is to sign!
Anonymous
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Experience was great but prices too expensive! Locks cost £15 and it’s difficult to find an alternative
Sophie K
Hello, thank you for taking the time to share your comments. We only want the best when it comes to storage and customer service. That's why we offer our customers a wide variety of unit sizes and types, so you only pay for the space you need. And when it comes to the locks. AtShurgard we take protection seriously. That's why all storage units require a unique cylinder lock which can be purchased in the store. You are the only person with access to your storage unit. It is a one-off cost, so returning customers can simply re-use their lock. Thank you for your understanding.We are confident that the overall cost of your storage unit offers good value in the market and thank you for choosing Shurgard. 8/2/2019 11:53:20 AM
Anonymous
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Excellent service
Anonymous
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Bad! and as you know the GDPR is an important matter which Shurgard clearly don't take seriously. I asked never be contacted by any means except if the place is on fire! ie/ real emergency.. but you have the eye to email and call and disturb me.
Sophie K
Hello. We know that using storage often comes at times of change in peoples lives. Our staff are sensitive to this and try to give each customer a positive storage experience. We are sorry to read you did not feel appreciated as a customer and you might have felt disturbed byus contactingyouand will share your feedback with our store team and we will look into this to understand why we attempted to contact you. We hope you're having a positive storage experience at Shurgard and thank you for sharing your comments. 8/2/2019 5:48:13 AM
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Nice service
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Great Value for money

Signed up to Shurgard Deptford because of the very good promotional offer. Received excellent customer service from Boris who was very patient as I tried to decide on the unit I wanted. So far my experience has been really good storage is easy to access out of hours and very secure.
Anonymous
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Helpful staff and clean units
Anonymous
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Security of site is poor, broken entrance / exit door. Also broken gates.

Ensure site is fully secure and repairs carried out immediately. All charges to be made clear at off set. Clarity terms and conditions around special promotions during follow up calls, not when customer comes in to sign paperwork.
Sophie K
Hello, thank you for taking the time to review your storage experience at Shurgard. We are sorry to hear that there has been a misunderstanding about the terms and condition around special promotions during your follow up call and apologise for the inconvenience that was caused. Unlike many other storage providers, all available units and prices are shown online, including our special offers. The only extra costs new customers need to pay are a one-off administration fee and a unique sealed lock to your storage unit to guarantee no one else can access your belongings. Although all our stores are fully insured, you still need to get an insurance to cover your stored items. Our rental prices cant include this because the cost depends on the value of your goods. You can find all the information on pricing on https://www.shurgard.co.uk/self-storage/why-shurgard/self-storage-prices. We are confident that the overall cost of your storage at Shurgard offers great value in the market and thank you for storing with us.Concerning the broken exit door and gates, we have passed your concerns on to the Store Manager who will be looking into this in more detail. Our staff members take pride in looking after their facilities, maintaining them to high standards. We hope you're having a positive storage experience and thank you again for sharing your valuable feedback. 7/31/2019 7:22:07 AM
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Friendly and helpful staff
Anonymous
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Friendly and timely service
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All good.

Excellent and helpful staff. Good spaces available at competitive prices. All has worked very smoothly.

Maybe the lock catches on the doors could be stronger?
Anonymous
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First class service, very helpful staff ( the young lady who helped me)
Anonymous
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お勧めします。

受付の対応がわかりやすくて感じが良かった。
メールでの質問に対して素早い返答があって助かった。1ヶ月1ポンドのサービスで、結構大きめの倉庫を借りれたのでラッキーだった。
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Great customer service from Mickael, very helpful
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Friendly, polite and helpful staff
Anonymous
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This is perfect
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Efficient and courteous

Efficient and professional, courteous service.
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Excellent ease of use

Excellent customer service fully supported by experienced and helpful staff (Anne) great security clean and easy to use access
Anonymous
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Would recommend to a friend

Phoning up and getting price quotes was so helpful. When I got there the gentleman at reception was really welcoming and sorted everything efficiently. It made a new experience comfortable.
Anonymous
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FantasticService

My assistant was extremely helpful, polite and was able to find me exactly what I needed.
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excellent service
nice people at the reception
Anonymous
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Very helpful chap at Camberley branch checked me in.
Anonymous
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I would definitely recommend Shurgard and use them again myself.
Anonymous
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The member of staff on reception, the Portuguese gentleman was very on the ball when signing me up. He knows his job and was very polite, he was obviously a very intelligent man. My last experience was dreadful in comparasent. This time all went well, no **** ups, he made the difference.
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My recent experience at Hanworth Shurgard store was phenominal. Special mention to Shan who was extremely welcoming and helpful.
Anonymous
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helpfol sevice

Mandy was very helpful. She showed us around and answered all my questions
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Nice staff and easy procedure on the day to get set up. Reason not giving 5 star was the structure of the building and the difficulty of getting the larger stuff in!
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Very helpful and informative staff.
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Excelent staff, couldn't ask for better.

The staff are top notch, they don't treat you like you're on a pedestal but like they're one of us. Down to earth, reasonable people, lovely banter, easy to get on with.
Anonymous
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Excellent service

The service was excellent. Every process was explained in detail which made the entire process very easy. The environment is very clean and welcoming.
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Very good service
Anonymous
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Great service
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Very good service well mannered staff good prices easy access to units good parking no fuss attitude
Anonymous
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The staff was very helpful
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The staff are polite and helpful answering any questions. The storage facilities are clean.
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Disappointing but will return

I always use shurgard as they have the best facilities for my purpose, However on this occasion my for some reason upon my arrival my reservation was cancelled, luckily enough they had another unit big enough and to top it all the shutters they have at the rear of the building were not working, apparently this has been an on going problem for a few months, this is probably the biggest reason for using this branch, staff are always helpful, so this is a head office problem not the staff of the branch.
Sophie K
Thank you Markfor taking the time to review your storage experience at Shurgard. We are sorry to hear that there has been problem with the reservation of the unit and apologise for the inconvenience that was caused. We are happy thatour staff was there to help youto find a new solution. For theissue with the shutters, we definitely want to look into this in more detail so we will pass on the information and we might contact you for further information. 7/10/2019 7:48:06 AM
Sophie K
Thank you Mark, for taking the time to review your storage experience at Shurgard. We are sorry to hear that there has been problem with the reservation of the unit and apologise for the inconvenience that was caused. We are happy thatour staff was there to help youto find a new solution. For theissue with the shutters, we definitely want to look into this in more detail so we will pass on the information and we might contact you for further information. 7/10/2019 7:48:23 AM
Anonymous
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Excellent service, very helpful.
Anonymous
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Good customer service

The lady at reception was very helpful
Anonymous
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Fab assistance from the gent behind the counter.
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Siham, the lady who led me around was excellent. Very patient and kind, explaining everything into fine detail.
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Excellent service by Tim

Excellent service, thorough explanation and good overall assistance provided by Tim.
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Super helpful and friendly staff, easy access onsite

Staff was friendly and very helpful, explained clearly how it works and showed us a variety of storage units to pick and choose from before we committed. Access is simple and premises are clean and well maintained. So far, so good.
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Straight forward and enjoyable experience.

Tim was wonderful at explaining everything. Efficient and professional.
Anonymous
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Staff at the site were great. Internet payment gateway was terrible

The staff at the site were great. Very helpful. The whole process was made very easy. The only comment I have is that their online payment gateway is terrible. The gateway didn’t connect properly (laggy or looked like the connection was aborted). This meant that my first payment attempt looked like it didn’t go through. Unfortunately it did. There was no email to acknowledge payment or anything to suggest that payment was made. I made a second payment 30 mins later and the gateway allowed that payment to be made despite the initial payment attempt being successful.
Anonymous
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Shutgard storage unit in Ruislip is perfectly clean, always enough parking, easy access, trolleys in working order, the most important access 6am - 11pm Mon - Sun
Anonymous
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GREAT EXPERIENCE

Easy to use. Professional customer service. Very clean storage unit! Would definitely recommend and use for myself again.
Anonymous
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Professional help, quick, understandable instructions
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Lack of transparency

I haven’t received and copy from the contract to explain what does each amount represent, and when I have asked I was told that I will get a copy via email which didn’t happened since over 3 weeks, and I’m checking my email daily.
Sophie K
Hello Mihail, thank you for taking the time to give us your feedback. We are sorry to read you did not receive the necessary information about the contract andthecharges.We have passed your concerns on to the Store Manager, who will be looking into this and contact you shortly. 7/8/2019 7:23:23 AM
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Outstanding Service

Jordan at Kensington was outstanding! Helped me enormously and at short notice
Anonymous
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Clean and easy to access facilities with helpful staff.
Anonymous
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New unit seems ok.

However, I am disappointed that, although I have a concessionary half price unit , I am unable to take this discount with me when changing units,

I had previously understood that, whether I moved to a larger or smaller unit, I could still keep the discount as long I stayed a Shurgard customer.

Extremely disappointed.
Ann D.
Dear customer, sorry to read there was some confusion in regards to your monthly rent. Our promotions and offers apply to the monthly rent of a storage unit and are available to new customers only (not on transfers). You can find our promotion conditions online and during office hours,our on-site managers are available to answer any questions on pricing you may have. 6/25/2019 12:03:21 PM
Anonymous
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Toilet please.

We need a toilet in the premises.
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excellent service and clean surroundings

Very pleasant to talk to and excellent service
Anonymous
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Romford Branch: Good customer service, Good reception staff that are always on hand to hand to help. Really good branch
Anonymous
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The person helping me was very friendly and helpful
* Promotion conditions.
Actual unit sizes may vary from approximate size estimate. Please inspect any unit before renting.
Feefo Gold Trusted Merchant  Member of SSAUK