Wheely Reviews 60

Worse ever company for both chauffeur and passengers. Never recommend.

Hi there, I am a regular passenger on Wheely First Class and would like to give a review. So far, I have had 2 W222 S classes (S350d and S560e) and 1 W223 (S580e) since starting my first journey with Wheely on September 6th. It has been a fantastic experience, like 100 better than Uber and Bolt Luxury. I can't comment on companies like Blacklane or OUNO, but I will compare with Bolt and Uber Luxury. First of all, Wheely Chauffeurs go through a 3-day chauffeur training at their headquarters in Syon Park, Brentford, West London, and all their vehicles must be no older than three years old and go through a vehicle inspection, so your W222 S-Class will be no older than 2020. Your W223 S-Class will be no older than 2021. You get cars that are black, grey, or silver on the exterior and black, beige, or brown on the interior. They offer only Mercedes-Benz vehicles for Business Class (E-Class) and EQS for First Class (S-Class). For XL Class, you get V-Class or EQV, and you get amenities in every car, such as phone chargers for both Android and iPhone, refreshing towels, sanitizing wipes, and tissues, all in Wheely-branded packaging. Also in the new W223 S-Classes you have wireless charging in the armrest at the rear all vehicles come with the AMG Line Executive Premium Plus Trim Level meaning you will get a Long-Wheel Base which is in the Executive Line Trim with Reclining & Heated/Cooled Rear Seats, A Panoramic Sunroof, Passenger Headrest Pillows and Rear A/C Controls on the Centre Console which is impressive that is also the same for Uber & Bolt Luxury when you are Passenger in a Mercedes-Benz S-Class either W222 or W223 so far my experience has excellent all the chauffeurs have provided a 10/10 service and very professional from being dressed in black suits to opening the door and closing the doors for me to helping me put my stuff into the boot and making sure the temprature was ok in the car and asking if I wanted to connect to bluetooth or if I wanted to listen to Radio which majority of the Bolt & Uber Luxury drivers don't do infact they do the bare minimum what is required and that's not ok as someone who has been chauffeured around in many S-Classes & 7-Seriesies my entire life I can safely say Wheely is already miles ahead I have been hearing alot of negative things about this company but so far I have had no issues just that I wished they wouldn't take a Pre-Authorization Fee but other than that I have nothing really else to say I have only used their First Class Category and have yet to use their Business Class & XL Class Categories would highly recommend Wheely to anyone who is looking for an Affordable way to travel in luxury & style to their chosen destination.

I can't fault Wheely. I'm sorry to hear of the unfortunate experiences on the reviews but I personally have found the service excellent. I use regularly for trips to Heathrow & Gatwick. I also use wheely for trips home after nights out in London as I find the prices comparable with black cabs. Also you are guaranteed they will show up unlike UBER who loves to cancel trips all the time these days.
Can't fault them and prices are more competitive than Blacklane.

Ordered a car and spoke to the driver. So rude and ignorant. Cancelled straight away as there would be no way I’d get into a car with a driver like that

Child seat was not to regulation and driver did not know how to fit it; driver took strange route not driven by satnav that took far longer; overcharged us by £105 and had terrible customer service. Never use Wheely.

Absolutely shocking treatment of my wife at Heathrow this morning. After a long flight wheels driver says 3 cases 2 large 1 small won't fit in car.... and tells her it is illegal for him to carry a case on the seat. App advertises car size fits 3 cases. Driver rude and uncooperative she is now stranded. Nice work wheely

I booked Wheely to provide cars to transport my wedding party to my wedding ceremony. I was hesitant to book for such a special day at first, but after many conversations with the team at Wheely (specifically Max, Vladimir and Helga), they ‘guaranteed’ (in their words) a chauffeur will arrive in time. Not only did the chauffeur not arrive on time, they didn’t arrive at all. I received a call 5 minutes before the planned pick up time from and advisor confirmed who explained no cars were available, with the tone that they simply could not care less. I was left with the stress of organising emergency transport.

I made the booking over 3 months in advance, and had numerous conversations with various team members who all guaranteed the cars will be available.

Wheely’s customer service cannot be trusted and the chauffeurs cannot be relied upon. I’m not sure how this company are still in business.

Fantastic service, I use them regularly for trips in and around central London and also a couple of airport runs.

I can’t fault them five-star service every time.

Had a driver go in wrong direction on m25 as easily done. All service and drivers are pleasant and have used for business and pleasure.

They go that extra mile.

We were hesitant about booking Wheely for the first time for an airport and had a back up plan in case they didn't show up !
The service was faultless and exactly as described.
We will definitely be using them again.

Wheely claim they pre-authorise cards by taking £100 per trip, but that the £100 does not leave the customer's account rather it is a pending payment. In my case that is not true at all as my bank account shows they debited my account with £100 with no authority as I cancelled the journey minutes from making a bpoking. I have had an inordinate amount of time wasted going around in circles with their incompetent staff who just harp on about process and completely miss the point they have taken money without authority and after repeated requests and promises by them, the £100 has still not been credited back. Utterly incompetence at every front - I highly recommend avoiding them at all costs. For a company targetting the higher end luxury car chauffeur service they are appallingly inept and have cost me a lot of time and effort reiterating the issue and still no progress. Completely unfit for purpose.

Very happy with the service provided, customer service was surprisingly good.Highly recommended! will keep using Wheely from now on.

I booked a car for LHR drop off in December 2021 which was a complete breeze at cost of £45. I had more recently booked another car from LHR to same address as above, for £85. The increase in cost was not an issue, but the booking experience was dreadful by comparison.

I made one booking but the date was wrong so cancelled immediately. This was "refunded" some 7 days later! I then made the correct booking, £85 was "pre-authorised" at time of booking on 5 August. Another £85 was pre-authorised on day of booking just 3-days later, which they said was security against any change to booking. On the day, they deducted another £8.50. I complained there were too many "pre-authorisations" which effectively reduces bank balance. They said that charges have been reversed but my bank may take longer to show - I used the same account to book Uber and have been refunded immediately!

Wheely had admitted that they had changed their security policy relatively recently which I was not informed. Deducting £263.50 for an £85 booking and waiting over 1 week for £178.50 to be reversed is not acceptable.

If they continue this double pre-authorisation, I will not be booking with them again.

Joined Wheely many years ago when none of their current staff was working in it and my experience has been very distressing with this company. Do not be fooled by their expensive advertisement and big signboards, it is full of Uber drivers labelled as Chauffeurs and fact that not even a single chauffeur in this company is from main-stream chauffeuring industry in London. Fact that worries me is that now they have to TEACH their drivers over a period of TWO full days from 9-5 on how to TALK to a customer, and person who provide this training has no experience in travel and hospitality industry, now you can imagine what you would get as a client when you press “Request a Chauffeur” button on Wheely app. Trust me you will not get a chauffeur but a robot who turn up with 3 pre-installed classic questions ;) reminds me of late 90s when ASL was a popular slang on yahoo chat rooms. :)) people who use Wheely must know what am I referring to.

Following a strict communist culture and business approach within the organisation they literally want to have total control over their sub-contractors(drivers) and their business assets(vehicles) to such a level I have never seen before in my 10 years experience. I learnt my lesson during strange times of covid-19 when everyone was struggling with their finances and whole nation was in lockdown they were aggressively busy deactivating drivers accounts for silly reasons. One of them was car not being washed when Covid-19 was spreading like a wildfire and car washes were closed nationwide. I have seen my colleagues invested a lot of money on brand new vehicles relying on Wheely only to be deactivated within few weeks. I remember I had to driver 15 miles to my nearest imo machine car wash and 15 miles back but out of desperation I have had to do it as like many others I had a young family to feed and there was not enough work in the market. I have had my inspection done and never failed it but I found it quite offensive and aggressive at the same time when Wheely inspector kept rubbing fingers on my cars paintwork, sat inside my car and sniffed it’s interior literally like a dog only to find an excuse to deactivate?
Seriously? He couldn’t find any by the way. Must be his unlucky day but that’s not the point.
There’s a rating system in place apparently to monitor service quality but they don’t trust their own rating system. They would not leave you alone and concentrate on work but always behind your back just to make you feel their presence by threatening emails and messages. More penalties and no rewards.
When you speak to them and try to reason with them is like talking to a brick wall.

These are the reasons any decent, professional chauffeur with a little bit of self-respect cannot sustain in this organisation. I have spoken to many many drivers who have zero loyalty with Wheely because of how they get treated. As a result we have seen recently that Wheely was on its knees to cover their work during busy summer period as market was fully saturated and Wheely drivers were getting plenty of decent work from London’s local platforms. Funny that there was no quality check and deactivation spree during that period ;)

Thankfully there’s no shortage of work in London city all you need to have is right contacts if you are a truly professional chauffeur and take pride in your service. Reason for review is to make people aware of what Wheely actually is.

I can’t speak for others on here, but in my experience Wheely consistently offers an experience far superior to that of Uber Executive. I tend to book business class, unless first is the only available option. Sometimes, a business trip will be upgraded to first class free of charge.

Yes, the fare is a little higher than incumbents, but the service you receive is a professional chauffeur who is always polite, well presented and attentive.

Traffic permitting, they greet and send you off from the door of the vehicle, and they will make sure you’re comfortable with the temperature and music during your trip.

Contrast this with Uber executive, where (despite having the option to select some of these preferences beforehand), it is not uncommon for the driver to show up playing music of their choice, to have disregarded your temperature preference and even occasionally to make and take calls during your journey. Granted, they do ask if it’s okay, but it’s awkward interaction if you then need to say no.

My only feedback to Wheely would be that the £100 pre-auth that happens when I book my trips tends to stick around for days at a time before being reverted - and when I book multiple trips in short succession, I can be slumped with £300-500 of “held” payments. I understand wanting to hold some money in reserve in case of a failed payment, or if someone soils the vehicle to the point it requires cleaning - but it would be a better experience if these transactions reversed sooner, or if there was only ever one deposit in pre-authorisation with Wheely at any given time. It can take up to 5 working days for a pre-auth transaction to reverse on its own, but only if the vendor takes no action. If wheely were to manually (or automatically) reverses a pre-auth following each trip, it can be refunded / released straight away and often credited back to the payment account immediately.

The Wheels have come flying off wheely.

I use Wheely sometimes up to 5 times a week and have done for coming up to a year. Gradually the service has become so bad its often less stress, more pleasant and cheaper to take a bus.

The customer service team are always very pleasant, but why should I pay over the odds to complain for the lack of service I should be getting as a customer from drivers.

Use another service, full stop.

Don’t trust this company! I used Wheely in the past and everything was perfectly fine. I don’t know what happened to it, but they turned into very shady business. They quote you one price at the time of booking and charge you twice. The ride I had was late in the evening with no delays and no traffic, yet they charged me twice (two separate transactions in quick succession). When I complained, they told me that was the amount considering traffic! I will take my complain to NTA.

If you have a flight at 9am and need to be there on time, do you trust Wheely ?
You shouldn’t!
Better use Uber or any other big company.
The service they provide is very bad now

We spent thousands and thousands on Wheely over the last 5 years.
Now the service is just crap worth 0 !
Avoid and prefer Uber Lux you’ll get a way better service ! Trust me !

Prices keep increasing, service quality keeps decreasing. I used Wheely very frequently in the past but not any more. I am now using Mini Cab for London. Half the price and more reliable. I just deleted the Wheely app on my phone.