I rarely leave negative reviews, but my experience with the Twickenham branch was so distressing that I feel other customers should be aware.
I originally booked my move through the Twickenham branch and dealt with the office manager, [Name removed by Sirelo].
On the morning of my move, I telephoned to discuss the booking while I was driving. The call quality was poor, and I genuinely struggled to hear him. At some point, the call disconnected. I did not intentionally end the call, nor would I have had any reason to do so. It was moving day, the very day I needed the service. Nothing would have possessed me to jeopardise my own move by abruptly ending the conversation.
Instead of attempting to call me back or simply asking what had happened, [Name removed by Sirelo] immediately became extremely abrasive and confrontational. Rather than resolving what was clearly a simple communication issue, he chose to escalate the situation and cancelled my booking on the day of my move. Bei
ng left without movers at the last minute on one of the most stressful days imaginable was completely unnecessary and incredibly distressing.
To make matters worse, I later discovered that [Name removed by Sirelo]’s justification for cancelling my booking was his belief that I had provided the wrong address for my Big Yellow Storage unit. This was simply not true. It became apparent that the issue arose from a Google Maps location error, not because I had given incorrect information. At no stage did I intentionally provide an incorrect address, and had he approached the situation professionally instead of making assumptions, this could have been clarified in a matter of minutes. Cancelling a customer’s booking over what ultimately appears to have been a mapping issue, without first attempting to investigate or resolve it, is wholly unacceptable.
With my move now in jeopardy, I had no choice but to contact another branch for help. Thankfully, the Uxbridge branch stepped in and rescued the situation. The irony is that the movers who attended were the very same team who had originally been allocated to my booking from the Twickenham branch. Had [Name removed by Sirelo] not cancelled my booking, they would have attended exactly as planned. Instead, because of his actions, I incurred an additional £50 charge, which I fully intend to pursue.
Despite everything that happened, I cannot speak highly enough of[Names removed by Sirelo]. From the moment they arrived, they were professional, courteous, calm and incredibly hardworking. To make matters even more difficult, I had injured my foot that day and was unable to assist with the move as much as I had expected. [Names removed by Sirelo] took this in their stride without complaint, went above and beyond to help, and made what had started as an incredibly upsetting day far more manageable. Their professionalism and kindness stood in complete contrast to the experience I had earlier that morning with the Twickenham office Manager, [Name removed by Sirelo].
My complaint is not with the movers, it is entirely with the conduct of [Name removed by Sirelo] at the Twickenham branch. His behaviour caused unnecessary stress, disruption and additional expense on what should have been an exciting day. As the first point of contact for customers, professionalism, patience and basic courtesy are essential. Sadly, none of those qualities were demonstrated on this occasion.
[Names removed by Sirelo] are a genuine credit to the company, and I am extremely grateful for everything they did to rescue my move despite the circumstances created by their colleague, [Name removed by Sirelo].
Unfortunately, based on my experience with the Twickenham branch and the conduct of [Name removed by Sirelo], I cannot recommend booking through that office. I sincerely hope the company investigates this matter, because no customer should be treated this way.Read more
Back
