Kelly's Storage Reviews 301

Kelly's were very helpful and flexible as we progressed through the process of our move. They provided good quality packing boxes and materials, and on the day of the move were quickly able to get more to us as we realised that we didn't have sufficient. Ian in particular was excellent on the day; he and the team worked very hard to ensure that our move went as smoothly as possible. Very much appreciated!

We paid nearly £8,000 for a four-bedroom move with Kelly’s Storage, expecting premium, professional service. Instead, we were met with the worst customer service imaginable, broken promises and subcontracting without clear disclosure.

Key Failings:
- Kelly’s subcontracted the move to Ashley’s of Sussex, but didn’t tell us about this company until the first day. We expected Kelly’s staff and were blindsided.
- Sales Director, Chris Bazen, was defensive, inconsistent and never actually fully investigated missing or damaged items. He first claimed (in writing) that a missing Cartier clock had been packed, then contradicted himself, without taking any meaningful action. He also kept telling us that we should not be suggesting that there was a possibility the clock had been taken/stolen as this would simply not be the case.
- They agreed specific packing methods for fragile items, including antique artwork, Wedgwood china, custom-made cushions, lamps and these promises were completely ignored. Plates stacked together, artwork unwrapped and fragile items clumped with no care. The result: multiple items damaged, including a crystal bowl, picture frames, a Sonos speaker, a cracked bed footboard, and a 30+ year-old Japanese maple tree that was literally snapped in half.

Pricing & Ethics:
- Kelly's claimed “short-notice” pricing justified higher costs, yet none of this reached the movers doing the work.
- The owners never reached out to apologise or show any concern. Demonstrating that they really did not care.

Insurance Issues:
- Kelly’s sold an “enhanced move protection” policy handled by Removal Claims Service (FCA-regulated). Initially, they tried to reject our claim for the missing Cartier clock under an irrelevant “watches excluded” clause, despite it being a clock. After escalation, we received a partial payout of £750 which was nowhere near the true value of the clock.

Conclusion:
This was not just a poorly executed move; it was a complete betrayal of trust and professionalism. Kelly’s Storage prioritises money over service, breaks commitments and offers no accountability. Avoid at all costs.

Outstanding service from start to finish - recently moved my son out of his flat in London back down to Guildford - Barry and Ben were punctual, polite and friendly - nothing was too much trouble and there was no time pressure - we're actually leaving everything in storage whilst my son finds another flat so will be using again :)

Our neighborhood WhatsApp group suggested Kelly's to us.I reached out to inquire about storing our belongings during our home renovation and arranging for their pickup.Right from the initial call, all my worries about the procedure were eased, leading me to book their services immediately.Last week, Mark and Ian arrived to collect our items and were exceptionally meticulous, optimizing the container space so well that I managed to include a few more things.Every staff member I've interacted with has been extremely accommodating and efficient. I highly recommend their services.

From the initial reservation to the final pickup, everything was exceptional. Phil, Graham, and George provided outstanding service every step of the way. Their friendliness and professionalism shone through, and they went the extra mile by supplying extra packing boxes when I realized I needed more. The day went smoothly, alleviating the usual moving day stress. They even handled the last few boxes themselves. Fingers crossed for the same amazing team when it’s time to bring everything back, though Phil will be off in Malaga. Huge thanks to Kelly Storage. Hopefully, they discovered the wing mirror glass on their return journey.

Kelly's has been brilliant, the entire team has been great and so accommodating. We have used them for storage during a house move and i would highly recommend! Kieran was particularly professional, helpful and friendly!

Luke Partick and Jesse were great. Punctual, friendly, efficient - would 100 percent recommend

Leighton, Luke and Chris were fantastic moving us into our 2nd floor apartment and even with tricky parking they were great. We were all moved in with in an hour and a bit. They were all very respectful and professional and I couldn’t recommend them enough.

First class service from Kelly's yet again - 3rd time we have used them - friendly helpful team when organising the quote etc and brilliant service on the day - great communication and really efficient service from Luke and Leighton

Leighton and Barry were very helpful today,
They came and loaded everything for me
Excellent service
Will use again

Had a great experience with Kelly‘s from start to finish! Both Chris and Barry were extremely helpful and took good care of my belongings. Super efficient to have the container brought straight to my door. Highly recommend!

Barry, jesse, patrickand Chris very helpful and fruendly guys and efficient

Barry and Leighton were amazing moving my stuff into storage, couldn't have been more helpful. Professional and kind. 5/5

Four very, very hardworking guys completed a difficult pack and move over the course of three days.

Super helpful, remarkably efficient.

Worth every penny.

Leighton , a member of staff at Kellys Storage was extremely helpful with our visit and we actually managed to learn a lot more with the visit than we had actually gone in for. I would like to say a big thank you to Leighton.

Great guy great coffee, he deserves a pay rise Leighton is the man!

Kelly's were so efficient in unloading our belongings from storage back into our home after our renovation. Such a friendly and polite team!
There were a couple of issues with a couple of our items of furniture, but Joley was so efficient and prompt in sorting this out for us so effectively and quickly.
Highly recommend Kelly's Storage!

Barry was brilliant. Sorted everything, let me choose times that worked for me, and kept me in the loop the whole way! Top service, lovely bloke.

As a company we have used kellys for storage solutions of years. This year we had to have an office move. From contact with Emily and Kieran they made it so easy to deal with. They arranged containers to arrive at the office on the day they also confirmed pricing etc and advised what we needed to store everything. Nick, Jeffrey and Jack turned up and just were amazing guys they offered their help support and advise and stored everything safely. Great company, friendly people. Great Job thank you look forward to our move into the new office :-)

Really helpful staff who couldn't have done more to help me from Ollie in the office accommodating us over ever moving completion dates at short notice to Phil, Ollie and George who did the physical move. We were moving my sister, recovering from an illness into a retirement flat. They were patient, kind and very understanding of the situation plus having to deal with 3 sisters who all had a view on where to put things! They laughed along with us, offering good suggestions and made the whole day as 'enjoyable' as any move can be. Rare these days to find a company that seems to have created a cohesive team spirit amongst their employees. We've used Chappells in the past and now owned by Kelly's we were not disappointed and from our experience would happily recommend them.