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... Leggi di più
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Scopri cosa dicono le persone
Easy to book the appointment, service to your door. Bike exchanged immediately. I am taking a star of as the staff member who came around did not say a single word to me or my husband and just proc... Leggi di più
L'azienda ha risposto
Bike brilliant biked to Richmond park yesterday London roads are different from Lincoln. So I go back roads if I can. Have been more bike accidents then cars n motorbikes. Cuz cars expected you to go... Leggi di più
L'azienda ha risposto
Such a great business model, good value, more sustainable and always had easy and friendly customer service. Love my bike and have no stress about maintenance or theft. Perfect for getting around Lond... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
Scritti dall'azienda
The modern bike membership | Free repairs - anytime, anywhere | Making cities more liveable
Informazioni di contatto
Regno Unito
- support.uk@swapfiets.com
- swapfiets.co.uk
4,2
Molto buono
426 recensioni
Non risultano inviti alla recensione recenti
Questa azienda non ha mandato inviti ai suoi clienti di recente, quindi le recensioni potrebbero non essere rappresentative
Ha risposto al 75% delle recensioni negative ricevute
Solitamente risponde entro 2 settimane
Come questa azienda usa Trustpilot
Scopri come vengono raccolte, valutate e moderate le loro recensioni e valutazioni.
Such a great business model
Such a great business model, good value, more sustainable and always had easy and friendly customer service. Love my bike and have no stress about maintenance or theft. Perfect for getting around London.
1 luglio 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you so much for this wonderful feedback. We are thrilled to hear that you love your bike and find our service to be a reliable, sustainable, and stress-free way to get around London. Keeping your rides smooth and worry-free is exactly what we aim for.
Best, Team Swapfiets
Quincy was super in helping me out with…
Quincy was super in helping me out with choosing the bike! Even fluent in Dutch! Thanks!!
20 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you for the awesome review. We are so happy to hear that Quincy was able to help you find the perfect bike, and that his Dutch skills made the experience even better. We will be sure to share your kind words with him.
Cheers, Team Swapfiets
Avoid the Stress: Billing Mistakes and Account Confusion
My experience with Swapfiets has been extremely disappointing.
What started as a simple bike subscription turned into months of billing problems, confusion over bike exchanges, and repeated attempts to resolve issues with customer service. After changing bikes through their service, I experienced problems with my account and billing records, including charges that I believe were incorrect and, in some cases, appeared to be duplicated.
The most frustrating part has been the lack of clear information. I have repeatedly asked for details about the bikes associated with my account and for clarification regarding charges, but the responses have often been inconsistent. Despite having made payments and returned bikes through their procedures, I was later contacted regarding alleged outstanding amounts and even faced debt collection action for charges that I dispute.
A company that rents bicycles should have accurate records of which bike is assigned to which customer, including serial numbers and return records. Instead, I have spent a significant amount of time trying to prove that I do not owe money that I believe has already been paid or relates to administrative errors.
I chose Swapfiets because I expected a convenient and reliable service. Unfortunately, the poor account management, billing issues, and stressful customer service experience have left me very dissatisfied. I would advise potential customers to keep detailed records of all payments, bike exchanges, and returns.
I hope Swapfiets improves its billing systems and customer support so that other customers do not have to go through the same experience.
22 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you for sharing your experience. It is very frustrating to hear that you have experienced ongoing issues with your billing, account records, and communication regarding your bike exchanges. This is certainly not the smooth process we want to offer our members.
We take feedback about our administration and support systems seriously, and we will note this internally for improvement. We understand that dealing with debt collection notices can cause a lot of stress, especially when you have been trying to clarify your account details.
Because we need to respect your privacy and look directly into your specific account history, administrative details, and bike assignments, we cannot resolve this on this public platform. We kindly ask you to reach out directly to our customer service team through our official channels. This will allow us to take a closer look at the history of your bike exchanges, payments, and any outstanding claims to help clarify the situation.
Best regards,
Team Swapfiets
very good but time slots or too big
very good but time slots or too big and can i can not submit my self for a 5hr slot
18 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you for your feedback and for letting us know we are doing a very good job. We hear you regarding the time slots; we understand that a 5-hour window can be difficult to plan around, and we appreciate you sharing this insight with us so we can look for ways to improve our service.
Best, Team Swapfiets
Always approachable and friendly staff
Always approachable and friendly staff.
Been with Swapfiets since 2021, appointments are very flexible and easy to book. They can even collect bike anywhere within reasonable time period. For hassle-free city cycling, I can never recommend enough.
19 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you so much for the amazing review and for being a loyal member since 2021! It is fantastic to hear that you find our staff friendly and approachable, and that booking flexible appointments is so easy for you. We are thrilled that our collection service and overall hassle-free experience make cycling in the city so smooth for you. Your recommendation means the world to us.
Best, Team Swapfiets
Beware - not as convenient as you may think and terrible customer service!
Not as convenient as you may think!
Even if you purchase the full insurance package for your bike with Swapfiets, your battery is not insured if you have an e-bike. This means you cannot leave your ebike outside / the insurance becomes useless as they'll charge you 100's of pounds if the battery or the bike with the battery get stolen.
What's even worse than that is their customer service - I subscribed to a bike with full insurance, and about 1 month into my 6 month subscription, my building changed their rules regarding e-bike storage, no longer allowing me to store my bike or charge my battery inside (making the bike useless). This meant I could either pay fines in my building, store my ebike outside and risk it getting stolen (which eventually will happen in London and then I'll have to pay a huge fee to swapfiets given the battery is not insured) or return it to Swapfiets. Swapfiets has shown ZERO flexibility or understanding here, they said I could return the bike right now given I'm not allowed to store it in my house anymore, but keep paying them for the next 5 months (which is pretty ridiculous) - there wasn't even a consideration or trying to find a middle ground, so now I'll return a bike to them which I'll have to pay for the next 5 months - I'd call that a blatant money grab (as they can just re-rent my bike to someone else while I keep paying for it). I was afraid my bike would get stolen when I first signed up, but turns out the one robbing me was Swapfiets.
So in summary, not only is their insurance absolutely useless when you get an e-bike, but their customer service is terrible and has zero understanding for your issues.
I'd very much recommend anyone looking for a bike to just a get a Santander subscription. It's cheaper anyways and their bikes are actually more powerful than the standard Swapfiets e-bike.
One last dig out of frustration: In their ads they claim they'll be a game changer to your routine but the only thing that's changed in my life is that I now have less money every month and no bike.
9 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi Andrew,
Thank you for sharing your feedback with us.
We understand that changing storage rules in your building created a difficult situation for you. However, our loyal subscriptions have a minimum term of 6 months, and the contract remains active for this committed period, even if the bike is returned early.
Regarding our e-bike policy, we advise members to always remove the battery and take it with them when parking, which is why it is not fully covered by theft protection. This design allows you to easily bring the battery inside for safekeeping and charging.
While a replacement fee still applies if a battery is lost or stolen, having full theft coverage significantly reduces the surcharge for both the bike and the battery compared to our standard rates. We will note your experience internally for improvement.
If you have any further questions about your account or invoices, please feel free to reach out to our customer service team directly so we can look into things for you.
Best regards,
Team Swapfiets
Quincy was patient & enthusiastic
Quincy was patient in explaining the types of bikes on offer & benefits of subscription over long term periods. Thanks for letting us trial your traditional Dutch bikes today & we'll be back for a proper rental soon!
8 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you so much for the wonderful feedback! It is fantastic to hear that Quincy took the time to explain our bike options and subscription benefits so clearly. We are thrilled that you enjoyed trialling our traditional Dutch bikes, and we look forward to welcoming you back for your rental soon!
Cheers,
Team Swapfiets
Quincy and all the staff at the…
Quincy and all the staff at the Shoreditch store were amazing! So helpful and really informative - thanks again!
6 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thanks a million for the great review! We are so glad to hear that Quincy and the rest of the team at our Shoreditch store took such good care of you. Providing helpful and informative service is what we aim for, and we will be sure to pass your kind words along to the whole crew.
Cheers,
Team Swapfiets
Quincy was a legend who helped us out…
Quincy was a legend who helped us out so much! Great service we’re excited about Swapfiets. Thank you Quincey!
6 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you for the awesome energy! We love hearing that Quincy provided such legendary service and got you excited about riding with Swapfiets. Your support means the world to us, and we are thrilled to have you on board.
Cheers,
Team Swapfiets
Best service by Mustafa
I went to Shoreditch store and the executive Mustafa is such an angel to me.
No Dutch bike experience for me
But he made sure i know all the details about it.
I went to pick up the cycle with all the confusion in my mind !
He helped me way beyond and also arranged a delivery service for me.
I cannot thank him enough.
Thank you so much!
4 giugno 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you for sharing such a heartwarming experience! We completely understand that trying out a Dutch bike for the first time can bring up a lot of questions, so we are absolutely delighted to hear that Mustafa went above and beyond to guide you through every detail and arrange your delivery. We will make sure he gets the special recognition he deserves for turning your confusion into total confidence. Enjoy your new ride!
Cheers,
Team Swapfiets
They know how to kick a man when he's down
These bikes have an unusual integrated locking mechanism where the key stays in the bike when you are riding it, and must be removed when you leave it. In my absent mindedness I forgot to remove the key, meaning the bike was stolen and I was hit with the punitive £350 bike loss fee. Fair enough perhaps, I was warned about that. But the financial consequences didn't stop there - I was then told that despite not having a bike I still had to honour the one month cancellation period. Customer service were unyielding on this point
29 maggio 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi Matthew,
Thank you for your feedback.
We understand that losing a bike under these circumstances is a frustrating experience. Regarding our key policy, the mechanism requires the key to be removed when parked to ensure the built-in lock is securely engaged and to prevent unauthorized use.
As for our cancellation policy, all of our memberships include a standard one-month notice period. This notice period remains active and applies to the contract even if a bike is lost or stolen during that time.
We appreciate you taking the time to share your experience, and we will note your feedback internally for improvement. If you have any further questions regarding your final invoice, please feel free to reach out to our customer service team directly through our official channels so we can look into things for you.
Best regards,
Team Swapfiets
Virginia was amazing with my deluxe 7…
Virginia was amazing with my deluxe 7 bike!
Solved multiple problems in no time
29 maggio 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you so much for giving a shout-out to Virginia! We are absolutely thrilled to hear that she took such great care of you and got your Deluxe 7 back in perfect shape in no time. We will be sure to pass your kind words along to her. Happy cycling!
Best,
Team Swapfiets
Excellent service
14 maggio 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you for the wonderful feedback! We are thrilled to hear you had an excellent experience with us.
Cheers,
Team Swapfiets
I love Swapfiets
I love Swapfiets, customer since 2021 no hassle stress free!
16 maggio 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you so much for being a loyal Swapfiets member since 2021! We love having you with us and are absolutely delighted that we can keep your riding experience hassle-free and stress-free.
Cheers,
Team Swapfiets
Virgina is the best
This is the second time I have had excellent service from staff member Virginia at the Commercial Street Store in London, who helped get my bike ready. Thank you.
12 maggio 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi there,
Thank you so much for sharing your experience. It is fantastic to hear that you have received excellent service at our Commercial Street store for the second time. We will be sure to pass your kind words along to Virginia, as she will be delighted to know she made such a positive impact on getting your bike ready for the road.
Cheers,
Team Swapfiets
Excellent customer service
The advisor was very helpful, professional and friendly. Very happy with the service i received and my bike!
25 aprile 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi!
Thank you for the wonderful feedback. We are so glad to hear that you are happy with your bike and the service you received. Our team always strives to be helpful, professional, and friendly, and it is great to know we succeeded. Enjoy the ride!
Cheers, Team Swapfiets
Really helpful
Really helpful. Super quick. Friendly. Virginia was great!
15 aprile 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi! We’re so glad we could help you out quickly. We will definitely pass your kind words along to Virginia—she’ll be thrilled to hear them!
Best,
Team Swapfiets
Amazing!!!
Swapfiets is my go to transport around London. I rarely take the tube, I rarely walk, I just cycle everywhere on my Swapfiets! It has truly changed the way I experience London
19 aprile 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi! This is what we love to hear. It’s amazing to know that Swapfiets has transformed your London experience and become your main way to get around the city. Keep on pedaling!
Cheers,
Team Swapfiets
Great service!
15 aprile 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi! Short and sweet—thank you! We're happy you enjoyed the service.
Kind regards,
Team Swapfiets
Bike fix
Easy to book the appointment, service to your door. Bike exchanged immediately.
I am taking a star of as the staff member who came around did not say a single word to me or my husband and just proceeded to do the job. I asked some questions and he said to wait for explanation.. that unfortunately never came. He then asked me for a signature without explaining what it was for.
Quite poor communication skills really
9 aprile 2026
Non scritta su invito
Risposta di Swapfiets UK
Hi Kristýna,
Thank you for taking the time to share your feedback. We are glad to hear that the booking process was easy and that your bike was exchanged so quickly right at your door.
However, we sincerely apologize for the lack of communication during the appointment. While our team always aims to be fast and efficient, ignoring your questions and asking for a signature without explaining what it was for is definitely not the standard of service we strive for. Friendly and clear communication is just as important as getting the job done!
We will definitely take on this feedback to ensure this doesn't happen again. If you still have any unanswered questions about your new bike or the swap, please feel free to reach out to our customer service team, we'd be more than happy to explain everything properly.
We hope the new bike is riding smoothly!
Best regards,
Team Swapfiets
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