Shurgard Self Storage - Greenwich Reviews 

My❌ Appalling Experience at Greenwich (Horn Lane): Broken Facilities & Zero Accountability
I am absolutely appalled and disgusted by my recent visit to the Shurgard Self Storage facility in Greenwich (Horn Lane). When I originally took out my storage unit, amenities like parking, a secure exit gate, working toilets, and available trolleys were all promised as part of the package I pay for. Today, the reality is a completely dysfunctional and unfit-for-purpose facility.
The operational failures at this branch are staggering:
• Broken Exit Gate (Out of Action Over 3 Months): The main exit gate has been broken for over a quarter of a year, severely compromising site logistics and security.
• Indefinitely Closed Toilets: There is a permanent sign claiming the toilets are "being updated." They have been unavailable for ages.
• Dangerous Parking Setup: The car park is a chaotic bottleneck. I suggested to staff that the end spaces should be designated for large vans and overflow car spaces to prevent vans from turning up and completely blocking/jamming the entire lot. My advice was completely ignored.
• Zero Trolleys: Despite being a multi-story storage facility, moving items is nearly impossible due to the unavailability of trolleys.
To make matters worse, the local manager was completely unapologetic, unsympathetic, and refused to offer any solutions. When asked what a paying customer is supposed to do without a restroom, his genuine suggestion was that I could "walk to McDonald's and ask to use their facilities."
When I asked to escalate these complaints to a higher management point of contact, I was told there isn't one. The manager claimed that all complaints are simply redirected straight back to him, meaning the branch is entirely self-policing—and clearly, self-policing does not work here.
Shurgard is happily taking full payment every month while delivering a severely degraded, broken service. If you expect basic customer service, functional security gates, or accessible facilities for the money you pay, look elsewhere. Avoid this branch at all costs.

I've found the staff at Shurgard Horn Lane incredibly helpful and efficient. I had quite a complicated hitch with my app which wouldn't connect to open the gates and, despite it being a problem Shannon hadn't encountered before, she sorted it for me. It was something I couldn't have done unprompted.
Right from when I started to use storage there, Shannon and colleagues have smoothed the way.

Amazing experience, even after opening the storage in 7 years things were spic and span. Not an ounce of dust or smell.
Fred was very helpful in guiding us to open the storage as we came after long time. Thank you.

Shannon was super welcoming and friendly! Very knowledgeable and great repressive for Shurgard! Highly recommend storing just for her service.

Clean, well organised and very near our home so convenient location for us.

Taj was very polite, respectful and understanding of my situation at short notice, he was able to inform me of size variations and price comparisons which really helped. My deal was excellent for 100sq ft considering another company quoted £15 less for a 35sq ft so I feel it's very valuable and service is 10 out of 10.

I cancelled my unit and got caught by the notice terms: the "15 days" isn't 15 days from when you give notice, it's tied to your monthly billing date. I gave notice about a week before mine and was charged a full extra month, a trap buried in Article 3.1 and not made clear at sign-up.
It got worse from there. They'd already issued the invoice and told me a credit note couldn't be raised, so I paid. Then they confirmed the unit I'd paid for isn't even available, and that I'd need to sign a new contract to store anything. So I've paid for a month of storage they can't provide, and been asked to pay again for a replacement. You can't charge someone through to the end of a term, remove the unit, and treat the replacement as a fresh bill.
The terms may be watertight on paper, but this is a poor way to treat a departing customer. Check your billing date carefully before giving notice, and don't assume "15 days" means what you'd think.

⭐⭐⭐⭐⭐

I had an outstanding experience with Shannon at Shurgard Greenwich. Even after I had already given notice to move out, Shannon went above and beyond to help me. She was an excellent problem solver, always calm, professional, and welcoming, with a genuine smile and a fantastic attitude throughout.

She took the time to listen to my concerns, found the best solution for my situation, and never made me feel rushed or pressured. Thanks to her exceptional customer service and positive approach, she completely changed my mind and convinced me to stay with Shurgard.

Shannon is a real asset to Shurgard. Outstanding customer service like hers is hard to find, and she truly deserves recognition. Thank you, Shannon, for making such a positive difference.

Greenwich Staff of Shurgard are very nice and helpful for any queries issued

Got helped by Shannon, was a pleasant experience. Answered all questions and was very professional and patient.

Shanon was professional and friendly on the phone. She was able to answer any questions I had. She also provided options to me and explained deadlines and the process of ceasing my storage. She provided me with a very positive experience putting my mind at rest. A great staff member.

Went into Greenwich store and spoke with Shannon who was friendly and really helpful with any questions I had about the storage and really informative. Helped me set everything up efficiently

Good service and staff always polite and attentive to any issues would highly recommend.

Clean, easy to access and well priced.

Caroline and Joe were super helpful and clear, showing me the unit and running me through everything. It made a real difference. Thank you.

Clear communication. Easy sign up and access to the storage through the app.

Safe, secure and clean storage units. In a good location and rates are very competitive. Friendly and helpful staff in the front office.

Shan & Caroline are very helpful! Highly recommend storing here

Great pricing and app is very easy to use.

A business that relies on customers’ underestimations of how long they need to store things for. They offer the most expensive units for £1 (actually £20 after mandatory insurance that you can’t opt out of) for the first month knowing full well that over 70% of users will run over and have to pay in full for month 2. They USED to only charge you for the extra days you run over, but now charge you the entire month even if you go over one day.

Then there’s the lock scam. You need to buy their own unique overpriced lock that can be drilled in five seconds.

On top of all that their units are just very expensive. One that you could barely get four people stood up in is £100