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Grace Self Storage

Grace Self Storage

4.4 from 90 reviews

Terrible, unprofessional, disorganised.

First, the wrong box was delivered to us, from their cheaper sister company. Big holes in it and black mould. They also were adamant that they would call me before leaving the box but despite me leaving verbal, written and a map description of where to leave it they dropped it on the wrong street. It took them a whole day to come and move it to my house. Then another two days to replace it with the better box that I was paying for. The box is a meter off the ground so very hard to load. Then they took three days to collect it despite them saying they’d get it the next day. When just closing my account, James told me that by closing early I wouldn’t have to pay for the next month but I was charged anyway and even though he said he would refund me I haven’t been. I spoke with a woman on the phone who told me I could have the box redelivered to my home any day so I organised with a removalist to come on a Saturday to unpack it and load it in his truck before calling Grace SS who told me they can’t deliver it back on Fridays, Saturdays or Sundays. It was very complicated rescheduling everything. I left specific instructions for the guy dropping it back to call my dad as I don’t live in Sydney anymore and even rang and checked the day before and the woman told me the driver would definitely call my dad not me. Luckily I left my phone on that night as the driver called me at 5:30am to say he was outside. I asked him to call my Dad and he said he would. After ten minutes I called my Dad but the guy had not called him and never did. We had other issues with them whenever I called, with them not knowing who I was referring to, what I was talking about, telling me conflicting information etc. I have never dealt with a more disorganised company and I’m glad to have my stuff back and out of their establishment. I haven’t unpacked it yet but hope it’s okay.

1 comment
Dear Grace, We’re sorry to hear about your recent experience with Grace. Thank you for getting in touch with us so we can look into this issue. We’ve passed on your details to a Grace representative who will be in touch with you shortly to resolve the matter. Kind regards, Grace Customer Service

Unable to deliver my furniture

THIS IS THE WORST COMPANY I HAD TO DEAL WITH. I havent got any thing in my house i am 68 and my husband is 74 and they told me to get my own drivers and removalists

2 comments
Since i wrote this review the problem was rectified and i am getting my furniture delivered on Monday.Dear Betty, Thank you for providing your feedback. We are sorry to hear about your experience but glad to see we were able to rectify the issue. We wish you all the best. Kind regards, Grace Customer Service.

Excellent Customer Service

We could not be more pleased with the excellent service given by John Hernandez, he was very courteous, helpful and extremely efficient.
I would definately recommend Smartbox in the future.
Sharon Cornwall

1 comment
Dear Sharon, We’re glad you enjoyed your experience with Grace. Thank you for your positive feedback, we’ll send this on to John. Kind regards, Grace Customer Service

Exceptional service, great prices, fantastic customer service.

Very happy, everyone I dealt with were polite, helpful, great customer service. James was outstanding trying to help our move go as smoothly as possible. John, the driver was terrific (as was Devin) giving us the time to make sure the set up of the pod was as good as possible to meet our needs. To sum up, exceptional service and communication, very helpful and polite staff. All this and very reasonable price making moving as ease as. Would definitely recommend them and use again.

1 comment
Dear Denise, Thank you for choosing Grace. We’re so happy to hear you had a great experience with us and look forward to helping you move again in the future. Kind regards, Grace Customer Service

Great communication and personable staff

We have a storage pod with Grace and each time I have had to contact their office, all staff have been extremely helpful and accommodating. They have helped us beyond my expectations and it is reassuring to be able to deal with real people who listen and are happy to help.

1 comment
Dear Caz, Thank you for choosing Grace. We’re so happy to hear you had a great experience with us and look forward to helping you again in the future. Kind regards, Grace Customer Service

EXCELLENT SERVICE FROM JAMES

I had the most excellent service from a gentleman from James - he went above and beyond for me - no issue was too hard and he was very pleasant to deal with - because of him i will use this storage service the next time i need a storage box.
thank you James
Yasmin

2 comments
Dear Yasmin, We’re glad you enjoyed your experience with Grace. Thank you for your positive feedback, we’ll send this on to James. Kind regards, Grace Customer ServiceThank you !!!!

A great service for people on the mive

The service that was provided from the first call to the next day when I had difficulty filling the form and to the terrific team that stored my furniture thank you. Will recommend your company.

1 comment
Dear janieg, We’re pleased to hear of your positive experience with Grace. Thank you for sharing your feedback. We look forward to working with you again in the future. Kind regards, Grace Customer Service

Very professional and friendly service

I was very happy with the service. John was very competent and professional. I was very impressed by him and his two fellow workers.
I will definitely recommend Grace.

1 comment
Dear Poppy, Thank you for sharing your feedback with us. We’re so glad you enjoyed your experience and we look forward to helping you again in the future. Kind regards, Grace Customer Service

Fabulous!!

This is our first time moving and we can't thank everyone at Grace enough for their fabulous service.. From our first call to the actual move was flawless. A special mention must be made about Andre our driver who was amazing. This man was worth two men and there is no way we would have coped without his knowledge. Thank you Andre very much!!!

1 comment
Dear Karen, We’re glad you enjoyed your experience with Grace. Thank you for your positive feedback, we’ll send this on to Andre and our moving team. Kind regards, Grace Customer Service

Great Service

Very accommodating for booking and was able to keep container a day longer which was a massive help. Great customer service.

1 comment
Dear ACG, Thank you for choosing Grace. We’re so happy to hear you had a great experience with us and look forward to helping you again in the future. Kind regards, Grace Customer Service

Great service

Everyone I dealt with was really friendly and helpful and they managed to get everything organised at the last minute. Very reasonably priced too for the quality of service.

1 comment
Dear Rose, We’re glad you enjoyed your experience with Grace. Thank you for your positive feedback, we’ll send this on to our team. Kind regards, Grace Customer Service

Great customer service.

Had a lot of help for a last minute move. With great customer service I was able to organise a removalist a day later. Thanks for the help guys.

1 comment
Dear Matthew, Thank you for using Grace. We’re glad you enjoyed your experience and wish you all the best in your new home. Kind regards, Grace Customer Service

Great Experience!

From day one we asked for a quote to the last day we have our stuff removed, the team of Grace Storage has been awesome! Very easy to deal with, very efficient and always full of energy. Strongly recommend them to anyone!

1 comment
Dear Joyce, We’re glad you enjoyed your experience with Grace. Thank you for your positive feedback, we’ll send this on to our team. Kind regards, Grace Customer Service

These guys are crooks!

I've never bothered to write a review of a business but I've had it with these guys. I used them to move out of my apartment and store items for a year. First, they sent a studio box for my 1 bedroom apartment. Of course my things didn't fit so then they had to call for another box. The movers were unprofessional and didn't wrap any of my furniture and sat and did nothing while they were waiting for the second box to come. They could have finished moving things down the elevator. Then they tried to charge me for the time we had to wait for the other storage box to come. It doesn't end there. Now, I have to pay almost double for storage for a year because of their mistake. I'm ready to move now and they quoted me 3K to move my things to Melbourne! I called A2Z Moving and they are doing it for $1,300. More than that, I'm just trying to confirm that I can schedule my move and some guy [name removed] is supposed to call me back but guess, what he never does and the guy I just spoke to hung on me. These guys are a nightmare. Stay away.

1 comment
Dear Maya, Thank you for getting in touch with us. We’re sorry to hear that your recent experience with Grace was below expectation. We’ve been able to locate your details in our system and a Grace representative will be in touch with you shortly to follow up. Kind regards, Grace Customer Service

NEVER using again! THE WORST CUSTOMER SERVICE

I am absolutely disgraced with your service. The supposed “manager” James who called me today was appalling. The tone in his voice was one who should not be representing your company. The fact that he was calling me a liar for his mistake was unimaginable! Not once or EVER did he tell me the storage unit had to be picked up the next day by 12pm.

Never ever have I had a problem with your company before. Every time previously everyone has been so helpful and understanding in providing quality customer care.

You can probably see from my customer file that I have had the storage unit for a number of days before it was collected in the past. The fact that this policy has changed and is a now blanket ‘NO’ should be communicated with your customers, prior to be being abused on the phone. Especially in the circumstance where your customer has negotiated a delivery date as the first one was not suitable and WORKED WITH YOU. For a WHOLE week we went without furniture. You should also state in your terms and conditions to give 2 weeks notice for re-delivery! As in the past I have called and its been delivered 3 days later! Not 2 weeks.

Also not to mention the fact that the storage units are now delivered on a trailer with a height of 1 meter from the ground! This is UNSAFE for your customers. Originally you had a service where this was delivered using a fork lift and placed on the ground. Allowing people to walk straight into the container to load/unload there items.

I am so very embarrassed that I have given praise to your company to friends and family.

Let me remind you…

How does this service work?
"we can leave it there so that you can load your belongings in your own time"

1 comment
Dear JAM, Thank you for getting in touch with us. We’re sorry to hear that your recent experience with Grace was below expectation. we’d like to investigate this issue further. We would greatly appreciate it if you could send your name and preferred contact details to customerservice@grace.com.au Kind regards, Grace Customer Service

fantastic service

We used Grace storage to book a 20cbm Cage back in 2016. The price was very competitive, however, what led us to book was the overall service offered by James. He was helpful and also flexible to our needs. The storage container was delivered on time and really was a saving grace (pun intended) whilst we were selling our house. It was secure and dry and stored most of our 3bd house furnishings.

Thanks guys

1 comment
Dear Ewan, Great pun! We’re glad you enjoyed your experience with Grace. Thank you for your positive feedback, we’ll send this on to our storage team. Kind regards, Grace Customer Service

Near perfect for a painless moving house.

Fast on dealing,easy booking, reasonable price. Many different sizes to choose. I would prefer to have more things inside box to stablelize from movings.

1 comment
Thank you for the positive feedback Bao, we are continually wanting to better our customer's overall experience and value your insights. If you need any further assistance please email us directly at customerservice@grace.com.au. Kind regards, Grace Customer Service

Great service before and after...

I used Grace storage and Grace removals for storing my stuff with them for 6 months and then to move from Syd to Melb. They were just amazing in both services. Being a toddler's mom I had lot of stress on how things will go with such a move but they were so efficient in loading/unloading it was just worth it. Also they were so supportive when they did small damage in my new apartment, they sent handyman (free) to repair it which is such an amazing customer service. They were prompt and helpful. I would definitely use them again and recommend them if you want a peaceful move.

1 comment
Dear NZ, Thank you for your kind words. We are proud of our team and their dedication to help our customers, and really appreciate your positive feedback. Hope we can continue to assist you in the future as required. Kind regards, Grace Customer Service

Worse experience ever

From day of pick up was worse experience I've had didn't happen was a day late cost me another day of rent and my partner and myself both self employed a days work.
Then I was told if you didn't use a full month you were refunded so only using 2 weeks into my 2nd month still paid a full month storage and insurance, so 2 weeks insurance and there not insuring your belongings.
Then came time to move you was informed easter sat was opened so organised my move then told no sorry wrong information.
Then they take your return of container fee a week prior to you even receiving it!

1 comment
Dear Maxi, We take our customer experience very seriously and are sorry to hear of your experience. We would of course like to investigate further could you please forward your storage number and best contact details to customerservice@grace.com.au and we will have a representative follow up shortly. Kind regards, Grace Self Storage

Charles & co: 5 star review for all involved!

Sincerest thanks & storage loads of gratitude to all the crew at Grace Bros. particularly Charles & our man on ground Andrew. Could not have done it without you. You came to our rescue in a time of great need & for this we are eternally grateful. Best & nicest in the biz!

1 comment
Thank you for your kind words Clea. We are proud of our team and their dedication to help our customers. Kind regards, Grace Customer Service

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Questions & Answers

What size are storage?
2 answers
Dear Beverley, We have 5m3, 10m3 and 20m3 storage modules. If you're unsure about what size storage module you require, please use our free self storage space calculator: https://www.grace.com.au/self-storage-quote/ Kind regards, Grace Customer ServiceI think it looks about the size of a small caravan or even a little bigger. We used two and got most of a 5 bedroom etc in the two. Very good organisation.

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