VERY slow pick up process, staff tried to limit mileage to 100 per day.

The line was long, and I waited half an hour to pick up the car.

Staff were slow and inefficient, even when there were 20 people waiting to rent a car. They threatened to force us to buy their full insurance by saying there would be no assistance otherwise. They charged the card without explaining the amount and were unwilling to explain why they needed to pre-authorize £1250. Their attitude was very unfriendly.

The reserved car model was not available, no solution provided, extremely poor attitude.

Even though I had pre-paid in full online while in China, upon picking up the car at the Sheraton Hotel at Heathrow Airport, I was suddenly asked to pay an additional £1,200 or I would not be allowed to take the car. After lengthy negotiations proved futile and urgently needing the car, I had to reluctantly pay despite knowing it was likely a scam. I had clearly rented an MPV but was given a Mitsubishi SUV instead, which was handed over after a cursory wash resulting in a long wait time. Upon returning the car, despite no accidents or collisions, I was accused of causing scratches and a loose left front wheel cover. Only after arguing did a white woman employee skillfully kick the cover back into place, suggesting everyone at the company knew it wasn't my fault. Nonetheless, I was charged £250 for the scratch! I rented the car for a week in early August and by National Day still hadn't seen the £1,000 refunded to my card even after deducting the £250. Where did the money go? Even if Zuzuche.com didn't take the money directly, you facilitated this transaction. Who's handling this matter? The staff at the airport branch, mainly from the Middle East, were extremely rude. I will never rent from them again and will advise everyone to avoid them. I urge Zuzuche to seriously investigate this issue, or I will document and share this experience with everyone.

Initial car booked was intermediate the earlier car allocated was awfully stinking & was changed next day however was provided a compact car one segment lower than what I had booked