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... See more
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Review summary
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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... See more
Company replied
I passed by twice, once without an appointment and I just wanted to see if the bike is too high for my height and they were very kind to let me sit on one. I then ordered my bike online and got sched... See more
Company replied
My bike unfortunately got stolen and Andy (at Hercules Road Branch) and his manager was so super helpful in helping me file a police report and getting a replacement! They were attentive, funny, kind... See more
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Company details
Written by the company
The modern bike membership | Free repairs - anytime, anywhere | Making cities more liveable
Contact info
United Kingdom
- support.uk@swapfiets.com
- swapfiets.co.uk
4.4
Excellent
398 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I was charged an extra £5 after my…
I was charged an extra £5 after my automatic payment failed unexpectedly. The earlier email didn’t clearly state any repayment timeframe, yet I was still hit with an added fee. I was also told my account could be referred to debt collection with a £40 surcharge; wildly disproportionate for a single missed payment after 5+ years as a loyal customer. The charges aren’t clearly visible on the website either.
But the worst part: I called (Dutch and UK) support in both cases the representative was not willing to even care at all. For the Netherlands, she refused to give me their name, told me everyone “sits in the same room” and that nobody would make an effort to help anyway, then hung up on me. Completely unacceptable and shocking conduct for a Dutch company’s NL/UK support team.
If a more senior customer support representative from Swapfiets decides to check the Dutch review, it was conducted on the 23rd of February 2026, approximately 10:35-40AM, speaking to an english-speaking woman.
Edit: I was e-mail back with a quotation from their general terms & conditions, that DOES NOT specify the amounts that will be added. Creating arbitrary fees not specified in the contract is illegal, and this is a shake-down. Unacceptable for a Dutch company.
23 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Sven,
Thank you for your feedback.
We have previously explained the situation regarding the late payment process and the applicable fees in our email correspondence. We refer to our General Terms & Conditions for the details regarding our payment procedures.
Regarding your contact with our support team, we value respectful communication at all times. As we have already provided all necessary information directly, we consider this matter closed.
Best regards.
Team Swapfiets
the best couldnt be better
22 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Yermi,
Thank you for your amazing review!
We are absolutely thrilled to hear that you think our service is the best and that your experience couldn't be better.
Enjoy the ride.
Team Swapfiets
Vivian was a delight to talk with and…
Vivian was a delight to talk with and offered me an upgrade I wasn’t aware of to try an electric bike for a month, which I may do.
18 February 2026
Unprompted review
Reply from Swapfiets UK
Hi there,
Thank you for the wonderful review!
We are thrilled to hear that Vivian was a delight to talk with and that she introduced you to our e-bike upgrade trial. We will make sure to pass your kind words along to her! If you decide to go for the e-Bike for a month, we are sure you will love the extra boost.
Enjoy the ride.
Team Swapfiets
Some adjustment
Nipped into the shop for a quick adjustment to my Power 7 after 3+ months of solid winter use - great, friendly and efficient service.
18 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Tom,
Thank you for your review!
It is great to hear your Power 7 is holding up so well after months of solid winter use, it really is built to handle these harsher winter conditions and keep you on the road for a long time!
We are also happy to hear our team could help you with a quick adjustment in a friendly and efficient way.
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets UK
Hi Giovanni,
Thank you for the amazing review!
We are thrilled to hear you think we are brilliant.
Enjoy the ride.
Team Swapfiets
Absolutely great
Absolutely great! Thanks Mustafa. Gave me a fresh bike in no time.
11 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Sam,
Thank you for the great review!
We are happy to hear that Mustafa got you sorted with a fresh bike so quickly. We will make sure to pass on your thanks to him!
Enjoy the ride.
Team Swapfiets
Mustafa has been an amazing help at…
Mustafa has been an amazing help at Swapfiets. I love Swapfiets, I use it in every city I go to, bikes and service are just amazing!
9 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Nathalie,
Thank you for the amazing feedback!
We are thrilled to hear that Mustafa was such a great help to you. It is wonderful to know that you rely on Swapfiets in every city you visit. We will make sure Mustafa hears your kind words!
Enjoy the ride.
Team Swapfiets
Great customer service
Great customer service, went over and above to help. Have been with swapfiets since 2022 and it's worth every penny. Went in for a flat tire yesterday, left my headphones and the team texted me to ask if they were mine and kept them safe. Nothing is too much of an ask and they are just all round great people. This is for the Spitalfields branch
6 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Maxted,
Thank you for the wonderful review and for being with us since 2022!
We are so happy to hear that the team at our Spitalfields branch went above and beyond to keep your headphones safe and return them to you. That is the kind of service we love to provide.
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets UK
Hi Wissam,
Thank you for the compliment!
We are happy to hear you enjoyed the friendly service and appreciate the company.
Enjoy the ride.
Team Swapfiets
Shout out to to MustaphaPH & Virginia…
Shout out to to MustaphaPH & Virginia for their impeccable service ++
2 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Sina,
Thanks for the shout-out!
We will make sure they receive your compliments. They will be thrilled to hear that you found their service impeccable.
Enjoy the ride.
Team Swapfiets
Happy with the bike and service
Happy with the bike and service. Back breaks take a bit if getting used to, and the bike is heavy to ride around all day. But the ability to lock it pretty much anywhere is good, and have the peace of mind with insurance.
Finally if something goes wrong you can book a technician to your home or office to fix the bike or just get a new one.
28 January 2026
Unprompted review
Reply from Swapfiets UK
Hi Mat,
Thank you for your detailed review!
We are happy to hear you are pleased with the service and the peace of mind our concept provides.
The coaster brake indeed takes a little getting used to, and our bikes are built to be robust, which can make them feel a bit heavy at first. It is great to know that you value the flexibility of the lock and the convenience of our onsite repair service.
Enjoy the ride.
Team Swapfiets
Be very careful in London
Be very careful in London - my bike was locked up unattended for a few hours and they picked it up and are now trying to charge me for it being lost.
Do not trust.
15 January 2026
Unprompted review
Reply from Swapfiets UK
Hi James,
Thank you for your feedback. We understand that receiving a surcharge in this situation is frustrating.
To clarify the policy: under our terms and conditions, if a bike is lost or missing and is subsequently recovered by the Swapfiets team (rather than being found and returned by the member), the missing surcharge still applies. This fee covers the operational costs of the recovery and the period the bike was unaccounted for.
Since our team was the one to locate and retrieve the bike, the surcharge remains valid. We aim to be transparent about these conditions in our contract and on our website.
Kind regards,
Team Swapfiets
I was stood up by Swapfiets
i booked an appointment at the waterloo location to pick up my bike. when i got there, i found it closed. I called support, they said: "yup, it's supposed to be open, but other people have also called us to report that it is not"
i eventually went to the shoreditch location to get my bike. as i noticed later, the handlebar is wobbly. i will have to go in to have it fixed again. it would have been nice if a new bike didn't have issues like that.
I don't understand how Swapfiets can be so much more expensive here in the UK than it is in Austria and yet the quality be so much worse
3 January 2026
Unprompted review
Reply from Swapfiets UK
Hi Korbinian,
Thanks for your feedback.
We are sorry this inconvenience happened regarding the closed store and the wobbly handlebar. It is unfortunate that the start wasn't smoother.
Please contact us directly so we can fix that handlebar for you quickly.
Cheers,
Team Swapfiets
Always good service with happy faces…
Always good service with happy faces and kindness!
22 December 2025
Unprompted review
Reply from Swapfiets UK
Hi Taiana,
I love that you noticed that!
Our swappers really are a happy bunch of people, who really love their job. I'm so glad it shows. They are always in a good mood and eager to help get everything done in a quick, efficient and happy way.
All the best,
Your Swapfiets Team.
top service quick and helpful extremely…
top service quick and helpful extremely happy and very good prices
7 December 2025
Unprompted review
Reply from Swapfiets UK
Hi there,
Thank you so much for the fantastic review!
We are thrilled to hear you had such a positive experience! Top service, speed, and helpfulness are exactly what we strive for. It’s great to know you also feel we offer very good value for the price!
Enjoy the ride!
Team Swapfiets
Very friendly and professional service…
Very friendly and professional service from Johann and Mousafa
27 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Franziska,
Thank you so much for the fantastic review!
We are delighted to hear you had such a great experience with Johann and Mousafa. Their professionalism and friendly approach are exactly what we aim for.
We will ensure your kind words are passed on to them both!
Enjoy the ride!
Team Swapfiets
Mustafa was INCREDIBLE
Mustafa was INCREDIBLE, as well and Jose and Johan! I didn’t realise how badly my bike needed a service until they sorted me out. Thank you!
25 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Maeve!
Thank you so much for this fantastic review!
We are absolutely thrilled to hear about the incredible service you received from Mustafa, Jose, and Johan. It's wonderful that they took care of your maintenance needs so thoroughly.
We will make sure your high praise is passed on to them!
Enjoy the ride!
Team Swapfiets
Great customer service
Great customer service! Was looking forward to get my Swapfiets bike on the day but couldn’t find my confirmation email. Johan from the commercial road shop in London helped me from A to Z to make sure I could leave with my bike. Looking forward to try it!
24 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Paul!
Thanks for the great review! We are delighted to hear that Johan at our London shop was able to help you out from start to finish despite the missing email.
Turning a stressful moment into a successful pickup is what great service is all about! We'll be sure to pass on your compliments to him. Welcome aboard, and enjoy your first rides!
Cheers,
Team Swapfiets
Great service at home
While I wish wait times for at home repairs was shorter, the dude that came by was really nice and communicative. Replaced my vandalized bike in no time
21 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Noam,
Thank you for your review. We are sorry to hear you had a frustrating wait for your at-home service, but we are thrilled that our team member could help you out so quickly once he arrived.
It's great to know that he was nice and communicative during the quick swap. We wish you happy, worry-free cycling ahead!
Enjoy the ride!
Team Swapfiets
Great bikes, great people, great service
Great service all together!
The bikes are exactly what I needed, it takes a bit to get used to the reverse pedal break, but aside from that the bike is sturdy and in the 5 months I had it I never even needed to inflate the tires!
I loved the flexibility of it, using it only in summer, I can have it for those months and then give it back.
Customer service was very responsive on their WhatsApp business account and the technicians who delivered and collected the bike were very nice and professional!
100% recommend
18 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Marco,
Thanks for the review!
We are delighted to hear that you had such a great overall experience. It is fantastic that the bike was exactly what you needed and that the tyres held up so well for your entire summer of riding.
We know the back-pedal brake can take a little getting used to, so well done on mastering it! We are also thrilled that you found our team to be responsive and professional.
Thanks for the recommendation!
Cheers,
Team Swapfiets
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