Swapfiets UK Recensioni 

They promised me they will replace my bike and they keep on pushing me off with different excuses. they told me they will definitely give me an appointment to replace but as of now i am still with my broken bike for over 2 month.

Small problem with bike immediately resolved - excellent in every way

super quick service. the bike is great. thank you Mustafa

Staff knew what they were doing, fixed my bell and chains as well even though I just went in to get my tires pumped. Ended up with a very quick but thorough check up, which I appreciated

Been using Swapfiets for a few months and was initially impressed with the bike and service. However if your bike has an issue and is unfit to ride and you can't wheel it in to a store due to distance, they expect you to wait without a bike ( in my case 5-6 days despite being in the covered service area)

If the Bike was stolen they offer insurance and seem to fully understand how inconvenient it is to be without a bike and offer a replacement bike.

If the bike can't be used however due to being unsafe to ride , there is no replacement bike which leaves me having to wait 5-6 days for a call out repair , repair the bike myself or hire a pay as you go bike for the next 5/6 days at my own expense despite paying Swapfiets a monthly subscription fee with free repairs.

I would like to see an insurance offered that if your bike encounters a fault that makes it unsafe to proceed further, you should be able to lock up the bike safely, remove the battery and report the bike damage and location and just go to the shop and pick up a replacement until the other bike is fixed rather then having to either wheel the bike home or try and wheel it to a Swapfiets store

Had a severe fall from the bike and had to be taken to the hospital because of the braking system on these bikes. They didn't accommodate any requests nor showed any flexibility.

Chris was very helpful answering all the questions I made to him. So far I've been liking my bike...

Patricia, the person who helped me, was very kind and helpful.
She explained everything very clearly and ensured I had a very good experience.

Great service from Patricia today. I had a geared bike that needed swapping and she was super helpful and professional. Spoke about the height of the saddle and what would work best for certain heights of people.

Thanks

I couldn’t recommend more. I tell literally everyone about it fantastic idea and the customer service is amazing Quincy helped me out and made eveything as smooth as possible. 10/10

Excellent service as always! In and out in 10 min!!

amazing service good experience

I wanted to end my subscription at the same time the tire was flat. When you have a flat tire with Swapfiets, they come to the house and take the bike, leaving you with a replacement. As they were coming to my house anyway, I asked why they then can't just take it and the end the subscription. Luc, the customer service rep, seemed annoyed by this. I said fine, pick up bike. He then went on to use incredibly condescending language and told me this "isn't going to work" and wished me a good day, essentially shutting the conversation. I've had a subscription with this company for over two years which is over £500. It seems customer service is not something they are particularly fussed about.

Regarding the bikes, they are incredibly heavy. The only plus is, they are delivered to you in such a beat up state, you feel safe leaving them. Scratched, dints, torn lock coverings and rust are all standard for Swapfiets.

When you go to end the subscription, be warned you will be met with rude, condescending customer service. I asked for the complaints email but I fear it is the same guy, Luc, who mans this also.

Avoid.

I subscribed to Swapfiets because it is marketed as a hassle-free service ,after being more than 2 years customer, we reach rock bottom.. One of their main promises is that if they can't repair your bike within 10 minutes, they'll replace it with a working one. Unfortunately, my experience has been the complete opposite.

I was a loyal customer and visited the Swapfiets store regularlysometimes more than five times in a single month. Despite the amount of time I spent dealing with recurring issues, I never felt that my concerns were taken seriously or that the level of support reflected the service Swapfiets promises to its subscribers.

After my previous bike was stolen, I was charged around €720 as a theft surcharge. Although I accepted this and continued with the service, I expected the replacement bike and customer support to reflect the premium subscription I was paying for.The replacement bike has now developed another fault, and I was told the earliest available service appointment is 10 days away. Instead of providing a replacement bike or arranging prompt assistance, I was simply told to transport the bike myself by car. This completely defeats the purpose of paying for a subscription that advertises convenience and fast support.

This is the first time in my life that I have had to struggle with customer service like this. Living and working in London, I know how disruptive it is to lose your main means of transport, yet I felt that nobody understood or cared about the impact this had. At times, I genuinely questioned whether the customer service team appreciated the realities of living in London and relying on a bike every day.

The worst part of the experience was dealing with Luc, whose attitude and handling of my case only made an already frustrating situation even worse. Instead of feeling supported, I was left feeling dismissed.Paying for a service while being left without a usable bike for 10 days is unacceptable. The inconvenience, combined with the lack of flexibility and poor customer service, falls far short of the expectations created by Swapfiets' own advertising. & offering me a £10 compensation is quite funny , based on my subscription that I'll pay £25 for the unused days of bike & another £50-60 using the transportation until someone will come & fix it.

Overall, this has been the worst customer service experience I have ever had. I don't usually leave negative reviews, but I believe potential customers should know that the level of service I received was nowhere near the "hassle-free" experience that was promised. I hope Swapfiets reviews its customer service, honours the standards it advertises, and starts treating loyal customers with the level of care they deserve

Amazing service. Really happy

Popped into Swapfiets to get my bike serviced and was helped by the lovely Virginia at the Shoreditch branch.

Excellent service, efficient and friendly.

Swapfiets continues to be an excellent provider!

It is the second time that I get a bike that is supposed to be as good as new with major flws. The first time the breaks were not working, this time it's the lock. It means for me that I have to bring the bike back to the garage which takes a lot of time

Update 1/8 the next bike is not working well either. After only one week there are issues with this bike again. It is especially annoying as I told the customer service in store, to please be mindful this time, the ensured me repeatedly that this time the bike is well maintained, however it is not. It would mean that I have to take out three hours of my day to go to the garage again. This is a breach of contract. What kind of compensation can I expect?

Mustafa fixed the bike issue quickly and professionally

When you sign up, Swapfiets makes everything easy and convenient — they deliver the bike to your door quickly.

However, the experience is completely different when you try to cancel.
The app clearly shows that you must return the bike using their available timeslots. These slots were only available several weeks before my official contract end date (10 July 2026). There is no option or mention in the app that you can simply hand the bike in at any time until the end of the contract.

When I returned the bike at the earliest available slot, customer service later claimed (in a rather rude and condescending tone) that I could have handed it in “anytime”. This directly contradicts what the app actually shows during the cancellation process.

Even more frustrating: they insist the contract is still running until the official end date and that I must pay the full remaining balance. However, when I pointed out that the service should therefore still be provided, they refused to bring the bike back. So I’m apparently paying for a service I cannot use, while they refuse to reinstate it.

The customer service (especially from representatives like Oli and Ellie) felt dismissive, defensive, and unhelpful, with threats of debt collection if I cancelled the direct debit. Not the “worry-free” experience they advertise.

If you value flexibility and fair terms when cancelling, look elsewhere. The subscription works great until you actually want to stop