4.6
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
We were looking for somewhere to keep things safe while we had some renovation work done on our house. Nikki was really helpful in showing us around, talking through the various sizes of units and pricing. They're always polite and friendly, access is good, and it's clean and well lit.
The units are bright, well ventilated from above, and clean as well as being inside, so no risk of damp, cold, or Little Visitors. The building feels secure, and app access is being introduced soon which will lock it down further. One star taken off for a couple of minor things - they used to open the big bay doors which makes unloading a van a lot easier but don't now, and don't appear to be planning to upgrade them to app access unlike some other stores. The people door is wide enough to take the trolleys, but has no way of holding it open, even for saying a few seconds to let you unlock it, pull the door open, and grab your trolley and start going through. You have to hold the door open the whole time yourself, whilst steering a trolley, so an opener or slow closer option would be appreciated.
Staff are good, and if you watch out and wait for the offers you can get a good deal. I've had a unit for a while and we just moved my friend into one this week and Nikki was a great help!
Great beautiful expirience. People are kind, nice and clear in explanations, ready to answer on all questions.
Very good entrance system, simple and straightforward. Wonderful expirience for great prices.
Highly recommended !
Really great facility. We were given really thorough guidance on how to use the storage locker, the security arrangements etc. Staff in the office were very friendly and helpful. Great value for money.
Written by the company
Written by the company
Breedveld 29, 1702, Dilbeek, Belgium
4.6
21K reviews
Replied to 37% of negative reviews
Typically replies within 1 week
Excellent facilities staff very nice
Date of experience: 15 March 2025
The units are bright, well ventilated from above, and clean as well as being inside, so no risk of damp, cold, or Little Visitors. The building feels secure, and app access is being introduced soon which will lock it down further. One star taken off for a couple of minor things - they used to open the big bay doors which makes unloading a van a lot easier but don't now, and don't appear to be planning to upgrade them to app access unlike some other stores. The people door is wide enough to take the trolleys, but has no way of holding it open, even for saying a few seconds to let you unlock it, pull the door open, and grab your trolley and start going through. You have to hold the door open the whole time yourself, whilst steering a trolley, so an opener or slow closer option would be appreciated.
Staff are good, and if you watch out and wait for the offers you can get a good deal. I've had a unit for a while and we just moved my friend into one this week and Nikki was a great help!
Date of experience: 15 March 2025
We were looking for somewhere to keep things safe while we had some renovation work done on our house. Nikki was really helpful in showing us around, talking through the various sizes of units and pricing. They're always polite and friendly, access is good, and it's clean and well lit.
Date of experience: 05 March 2025
Very helpful staff, everything went smoothly and very quickly - no problems 5*****
Date of experience: 16 March 2025
I have been misled multiple times since the beginning. They advertised that I could use my own padlock, but when I arrived, the only option was to buy a lock from them. Their website clearly states otherwise, which feels like a scam.
The facility is completely unsafe—the gate is broken, and the main front door is always kept open for "convenience," meaning anyone can walk in and out without a code. The storage unit doors are flimsy, and security is practically non-existent.
The lift didn’t work properly, and I got stuck twice due to a door malfunction. At one point, the PIN access system also failed, making it even more unreliable.
The worst part was their aggressive and unprofessional customer service. When I politely tried to express my experience, they shouted at me over the phone instead of addressing my concerns.
To make matters worse, they misled me about the move-out policy. I was told I only needed to give 2 weeks' notice, but when I did, they issued an invoice on the same day and forced me to pay for an extra month—meaning I ended up paying for 45 days I didn’t even use.
⚠️ BE AWARE! Don’t trust the auto-generated 5* reviews—see for yourself before signing up. I would never recommend this place to anyone.
Date of experience: 08 January 2025
Date of experience: 15 March 2025
We got best possible service from Wiktoria. Can strongly recommend using shurgard.
Date of experience: 15 March 2025
So far we had a great experience.
The only downside is that our unit has 2 doors and we can only use one. It would be much easier to access our belongs if the other door was accessible.
Date of experience: 04 March 2025
Avoid Shurgard at All Costs – Disgusting Conditions & Terrible Customer Service
If I could give zero stars, I would. My storage unit at Shurgard was infested with mouse feces and urine. They ignored my complaint for weeks in order to avoid processing my insurance claim. They haven’t apologised once and they don’t care about taking responsibility for the damage. They told us an investigation would be run but every time we ask they avoid addressing it or giving us the results.
I trusted Shurgard to keep my belongings safe for years, but instead, I found my items contaminated and damaged. I had to dispose of everything because of the hazard it represented. Their customer service is a joke—slow, dismissive, and completely unprofessional.
If you care about your belongings, stay far away from this company. They clearly don’t maintain their facilities properly, and their customer support is nonexistent. A complete waste of money and an incredibly frustrating experience.
As my partner said, don’t even bother replying to this review to try and save face. Behind closed doors, you couldn’t care less about your customers or the services you provide.
Date of experience: 02 November 2024
It hurts not to be able to give them 0 stars. I rented a unit from them for years. They have a horrible problem with pests which caused all the contents of my unit to end up covered in mice urine and feces, despite never having stored any food or perishable goods in it. I had to empty it completely, get a rid of absolutely everything (exposing myself to a very serious health hazard in the process), end my contract and file an insurance claim. I was covered for £2000 (paying for insurance is mandatory), they didn’t even bother to run an investigation and they want to give me only £200. DON’T WASTE YOUR TIME OR MONEY. Also, their customer service is so appalling I had to put a formal complaint. NEGLIGENT, DISGRACEFUL AND DISGUSTING. On top of everything, they’re unapologetic about the whole thing. They don’t care about their customers whatsoever, not even if you’re a loyal one. The biggest lack of standards, competence and professionalism I have ever experienced. (And you better not reply to my review to try and save face online).
Date of experience: 02 November 2024
Professional, helpful and nice staff. Helped me solve my needs quickly while answering all my questions. I am very happy with the results.
Date of experience: 14 March 2025
Excellent company staff friendly and helpful thank you for a wonderful experience
Date of experience: 14 March 2025
Great beautiful expirience. People are kind, nice and clear in explanations, ready to answer on all questions.
Very good entrance system, simple and straightforward. Wonderful expirience for great prices.
Highly recommended !
Date of experience: 14 March 2025
Easy to process. Clear. Acceptable value for money
Date of experience: 08 March 2025
Helpful staff to greet & explain how everything worked
Good amount of trollies available
Date of experience: 11 March 2025
Very friendly staff and very knowledgeable too
Date of experience: 10 March 2025
Friendly and helpful lady on reception
Date of experience: 13 March 2025
Complete disaster. Don't give you proper instructions, couldn't access my unit. Left the country and tried to cancel, nobody could help me. Emailed them to tell them, leaving the key behind, no contact at all.
Now suddenly I've got a debt collector chasing me. Well, good luck with that considering I no longer live in the UK and will not likely never return.
Date of experience: 04 September 2024
Reply from Shurgard Self Storage
Hello, thank you for taking the time to give us your feedback. In order to help us improve our services in the future, please send your customer ID and phone number to info@shurgard.co.uk so we can get in touch and help you.
Really friendly helpful staff tells you everything you need to know about the storage units definitely recommend
Date of experience: 13 March 2025
Wendy from Shurgard Portsmouth helped me out. She was awesome and amazing customer care.
Date of experience: 13 March 2025
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.
