SIXT Car Hire - London Shepherd's Bush

Reviews

• JH

  Julieta C Hamdan

  2 days ago
  5.0
  Big shout out to the amazing Sen for the best customer service ever. He really saved the day, as my husband was late to pick the car up and he waited half an hour extra for him. We desperately needed the car to get to my son’s graduation and he was so understanding and selflessly did everything to help us. I can’t thank him enough, really such a wonderful human being and so professional. Wish I could give him 10 stars!
• FF

  Federico

  Jul 17, 2026
  1.0
  I rented a car from Sixt under a prepaid plan. Upon arrival to this branch, the staff offered me a "free upgrade" with full insurance and unlimited mileage at no extra cost, since I had rented with them just days before. I signed the new contract and was then asked to provide a card. When I questioned this, since I had already paid in full, I was told it was only a refundable security deposit (the same procedure as my previous rental), to be returned within 48 hours after drop-off. After the drop off, I discovered that Sixt had actually charged me for insurance coverage I never requested and that had been explicitly offered to me as a free upgrade. This was not a deposit — it was an unauthorized charge for a service I did not ask for and was told would be complimentary. This looks like a deliberate sales tactic: staff offer "free" perks to upsell a rental, then process a real charge under the guise of a deposit, likely to boost the salesperson's commissions. Whether or not that was the intent, the result is the same: a completely dishonest and unfair practice toward customers who trust what they're told at the counter. I now will dispute this charge with my bank and would strongly advise anyone to avoid renting from this location and to check their card statement afterward. Pick Up was on July 6, 2026 at 16:50. I do not recall the name of the staff at that time.
• CG

  Con Giannas

  Jul 16, 2026
  1.0
  I hired a car from Sixt in Shepherd’s Bush, London, and drove to Stow-on-the-Wold in the Cotswolds. About 30 minutes before we were due to check in to our accommodation, I got a flat tyre. I opened the boot, removed all our suitcases, and was shocked to discover that there was no spare tyre or tyre repair kit. Sixt had removed both from the vehicle. What should have been a simple 10-minute delay turned into a five-hour ordeal. I tried calling the customer helpline, but we were in an area with almost no mobile reception. Thankfully, a passing cyclist kindly let me use his phone. Even then, I spent around 10 minutes being transferred between different departments before finally reaching someone who could assist. Meanwhile, my daughter became increasingly distressed and was in tears after waiting for more than two hours. Despite repeated calls, Sixt still hadn’t arranged for anyone to come and deal with the flat tyre. We were left stranded on the roadside for five hours because Sixt has a policy of removing spare tyres and tyre repair kits from its vehicles. I still have no idea why this policy exists, but it completely disrupted the start of our holiday and caused unnecessary stress and frustration. What made the experience even worse was Sixt’s customer service afterwards. I lodged a formal complaint and was promised that someone would investigate the incident and get back to me. No one ever did. When I returned to Australia, I followed up again. The representative admitted they couldn’t explain why the vehicle had no spare tyre or repair kit because they simply didn’t know. Instead of providing answers or taking responsibility, I was offered a credit note towards a future rental. After the way my family and I were treated, I have no intention of renting from Sixt again, so the credit is worthless to me. This experience ruined the first day of our holiday. The combination of an incomprehensible policy, poor roadside assistance, and unacceptable customer service means I will never use Sixt again and cannot recommend them to anyone.
• ME

  Mish Ellesee

  Jul 4, 2026
  1.0
  Absolute worst experience I've had with a car rental company!!! I will say I used a booking agency which was half my problem - but the rest is on them for the worst customer service. First, the man who served me (Ammar), said they didn't have the car I had booked - a VW Tiguan - but they could give me a Mini Cooper. But being an auto it would cost more. An extra £480. He couldn't discount it, and said something about the way it was booked so he would put the charge through as the extra insurance. I feel like this is their scammy way of making extra money when you use a booking site and not book direct. So we had a MUCH smaller car for double cost. Then, I specifically asked about tolls and the congestion charge. He assured me tolls are covered with the hire but said I'd have to pay the congestion charge. At no point did he specify that it didn't include the M6 toll, nor that you have to pay the congestion charge on the day, yourself. I thought they would do it. Given we picked the car up in the city, so had no choice but to go through the city to return it, I thought it was all just sorted out by them. As a foreigner you would think good customer service would include them explaining all this. Coming from a place that doesn't charge tolls or congestion charges, we had no idea. It also took us a while when we got into the car to work out how to turn it on. Because apparently the good customer service of taking you to the car, going over the car together and explaiming all the nuances is not a thing anymore. This would have also been the time when you look at the mileage on the car. So, I was under the impression I had unlimited mileage. So when we returned it and they said it was over the mileage we were shocked. Again, you would think upon picking it up initially they would go over the conditions, and show you the mileage on the car before you take off. I didn't even know where you can see the mileage because it wasn't displayed on the screen. So this hire ended up costing £480 extra for a different car, £13 M6 Toll, £380 for extra mileage and then £90 fine + £40 admin fee - all because of poor customer service. A number of those extra charges could have been avoided if they had explained things to us better. So nearly $2000 extra once we convert it which could have been avoided. So be warned and ask ALL the questions. I mean, I thought I had, but then what I was told, and what the reality of it was, was a little different. And as per their own recommendation - book direct. Do not use a booking company. They don't make money from the booking company, so the only way they can is to do all these extra charges. Forewarned is forearmed - so please learn from my mistakes. I hope this helps someone. And in reply to your reply Sixt - I have tried emailing. Your customer service there is just as crap as it is in person.
• SM

  Sarah Martin

  Jun 28, 2026
  1.0
  I’ve been a Sixt monthly subscription customer for some time and have spent close to $10,000 with the company, so this experience was incredibly disappointing. My subscription was set to renew while I was out of the country. Although I received the renewal notification, I wasn’t aware that I would need to attend a branch in person to complete the process. As I was overseas, that simply wasn’t possible. No, such email was sent to me until the team started being aggressive to me. A client already 6 months in. Before that I had received clean automated emails and everything was handled. When I returned to this branch, I expected the subscription to be reinstated. Instead, the experience was frustrating from start to finish. The team appeared disorganized, had no clear record of my previous account or communications, and offered no practical solution. Rather than helping a long-standing customer, they simply told me my subscription had ended and refused to reinstate it, leaving me without a vehicle 3 hours from my work location. What disappointed me most wasn’t the policy itself—it was the lack of customer service, flexibility and ownership. For a premium subscription service, I expected the team to communicate clearly, understand their own subscription process and make a genuine effort to help a loyal customer. They were disorganized there was no unilateral communication between teams or their online support group. On top of that, the assistant Amar told me to sit down so he could serve other clients because I was going to take longer - basically putting me out of the queue making me wait an hour and leaving me with no clear resolution. He was so rude. I hope Sixt reviews how it supports its subscription members, because this experience fell far below the standard you’d expect.

Frequently Asked Questions About SIXT Car Hire - London Shepherd's Bush