THE OUT Reviews 

Fantastic drop off and pick up service with excellent communication and use of technology

I’ve been a long-time customer of THE OUT and until now have only left positive reviews, one of which has had substantial visibility. I don’t write negative reviews lightly. Unfortunately, my most recent rental was handled so poorly that it warrants public correction.

The issue is not fines. It is the systemic lack of judgment and customer consideration in how penalties are processed.

During this rental:
• A speeding notice was automatically attributed to me despite two fully authorised drivers being listed on the agreement, with no verification and no consultation.
• An admin fee was charged for this incorrect attribution and only refunded after formal escalation.
• A separate stopping infringement on Edgware Road (4 January) was passed through at full penalty plus a large admin fee, despite the road being closed and actively managed by police due to a serious violent incident, leaving no practical alternative.

In every case, THE OUT defaulted to rigid internal process over facts. Context was ignored. Judgment was absent. The burden to fix errors was placed entirely on the customer even when those errors originated with THE OUT.

What is most disappointing is the reliance on “policy” as a substitute for fair handling. Premium services are defined not by perfect scenarios, but by how they deal with edge cases. Here, the approach was box-ticking, defensive, and indifferent.

Loyalty, history, and reasonableness counted for nothing. Customers should be aware that once something goes wrong, THE OUT’s process appears designed to protect itself first and leave the customer to unwind the consequences.

I hope this prompts internal reflection. As it stands, this experience does not align with the brand positioning or price point.

I would normally have done a car rental company, but when I found The Out not only did it give me great car options (like a new Range Rover sport), but they come to you for pickup and dropoff. With a 5 month old this made it beyond convenient to be met at T5 heathrow curbside and then have them pickup a week later at inner city London hotel without having to go back to the airport.
Price wasnt cheap persay but it was very fair and well worth it! Near near Range Rover sport. Communication is so so so easy ,Especially seeing where the driver is.

Would recommend over standing in line at a terrible rental car desk, not knowing what car you will get and having to return to an awkward location.

Vehicle was exactly what we requested as we are looking to buy a Range Rover Sport Autobiography, So the weekend rental worked perfectly for us to test it out. The delivery driver came early and spent at least 20 mins with us going through all the features. Overall the experience the smooth from start to finish and both me and my wife will definitely use THE OUT again!

Just amazing! The cars are always top spec and the staff delivering the cars are polite and friendly. I wish the Out was other countries too.

Amazing communication.

Even over the xmas period there was always someone on the end of an e-mail within 10 minutes. Drop off and pick up friendly and punctual. Brand new vehicle.

Brilliant service. Dropped the car too the door of the house and picked up. Incredibly efficient!

It was SO SO EASY and car was amazing.

Totally Terrific Experience. 10/10
Will be using this service again for sure!

The booking, delivery and drop off were effortless. The car was new and in immaculate condition. The bottled water in the car for us just emphasized the customer service. We're never going back to tradition rental companies. The Out is awesome!

I would definitely recommend this company. Car was delivered on time, car was beautiful and in great quality. Great drive. 5 stars

very simple and easy to book, super convenient as the car was brought to my home. Would definitely use again.

Great service. Good communication throughout. Happy quality of the car. Great experience overall and will use them again.

Great efficient service and the key for us is the home delivery and collection service.

Terrible customer service. Two hired cars, two flat tires, one dead battery. No spare tires. And the tire service does not carry the correct tire!? Save yourself $$$$ and stress, avoid The Out. Lost two days of travel and occurred extra expenses to get back to London. We had to leave the car as we could not drive it. Their response was to waive the fuel refill!!!!! We couldn’t drive the car to refill it!
You were contacted through the proper channels. As your roadside team came to our car, and was unable to fix the tire. How can you say we did not contact you properly!?! When we spoke to the associate about the breakdown they were happy to take our information and send the repair van. The associate never let us know we needed to place a separate call. How is that on us?
We are very reasonable, but you continue to nickle a dime us after we lost two days of planned activities and incurred costs to get to our flight on time. One day of rental and a half tank of gas hardly makes up for the lost time, hotel expenses and alternative transportation.

Everything was great from car delivery and condition to everything

Rented for week during Christmas time

Great service, will definitely use again when I return to the UK for trips

Perfect delivery and collection as always and the car was perfect also - The OUT has never failed to deliver perfection for me!

Great experience renting with them. Excellent drop off and collection service by Alessandro. Customer service team was also very helpful.