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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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.
Bike brilliant biked to Richmond park…
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 50 miles n hour whilest looking down side roads. N traffic lights are quick here aswell. But other than that no issues with the bike
9 June 2025
Unprompted review
Reply from Swapfiets UK
Hi Thomas,
Thanks for your review.
Sounds like quite the ride! Glad to hear the bike’s holding up well even with the fast-paced London traffic. Stay safe out there, and we’re happy you’re navigating it all like a pro.
Cheers,
Team Swapfiets
Try to be HELPFUL
Honestly, the customer service was just bad. Not sure if it’s a training issue or if the person was just that unhelpful. I’d already looked through the website and called to get some clarity but she had zero intention of actually helping. She kept telling me to go check the website instead of just explaining things properly. What’s the point of calling if I’m gonna be sent in circles?
3 June 2025
Unprompted review
Reply from Swapfiets UK
Hello gIvora,
We're sorry to hear about your experience.
This is not the level of service we aim to provide, and we'd like to look into what happened.
Please contact us at support.uk@swapfiets.com so we can find a solution for you💙
Marcello was very accommodating and…
Marcello was very accommodating and great to deal with, friendly, professional service.
23 May 2025
Unprompted review
Reply from Swapfiets UK
Hi Dimitri,
Thanks so much for your kind words!
Marcello will be happy to hear you had a great experience. We’re here whenever you need us!
Cheers,
Team Swapfiets
MMh the bike could use a service
MMh the bike could use a service. no baskets. need tocome back in when Im up near centre. Also, my code didn't work and the bellend didn't do retrospectively.
14 May 2025
Unprompted review
Reply from Swapfiets UK
Hi James,
thank you for your feedback!
We are very sorry to hear that we didn't have baskets available and that we couldn't apply the discount code retrospectively :(
There is a high demand for new bikes and baskets right now, but the good news is that they are back in stock! 🧺💪🏼We are happy to assist you with getting a basket as soon as possible 🩵
All the best,
Team Swapfiets
Reply from Swapfiets UK
Hi Saim,
Thanks so much for your kind words! We're thrilled to hear Andy provided great service. We'll be sure to pass along your feedback to him! 🚲💙
Reply from Swapfiets UK
Hi Leonie,
Thank you for your wonderful feedback! We're so happy to hear that Chris was able to provide you with kind and efficient service. We’ll make sure to share this with him! 🚲💙"
Cheers,
Team Swapfiets
Chris was an amazing and immediate help…
Chris was an amazing and immediate help and Jose is the best anyways. Always friendly, helpful and just so nice!
7 May 2025
Unprompted review
Reply from Swapfiets UK
Hi Max,
We truly appreciate your kind words! It’s amazing to hear that Chris was able to assist you promptly and that Jose has always been so helpful and friendly. Thanks for recognizing their efforts! 💙
Cheers,
Team Swapfiets
Very kind
Very kind , supportive, and guided me in a very cooperative way thanks johan chris
1 May 2025
Unprompted review
Reply from Swapfiets UK
Hi there,
Thank you for your kind words! We’re so happy to hear that Johan and Chris were able to support and guide you in such a helpful way. We truly appreciate your feedback! 💙🚲
Enjoy your ride!
It's the second time i am renting a…
It's the second time i am renting a bike with you guys. Best price, great quality and good value. The guys at the store are very polite and well educated. José did a very good job explain everything.
28 April 2025
Unprompted review
Reply from Swapfiets UK
Hi Gustavo,
Thank you for your wonderful feedback!
We're thrilled to hear that you had another great experience with us. We're glad José could provide you with all the information you needed. We appreciate your support and look forward to seeing you again! 💙🚲
Cheers,
Team Swapfiets
Special shout out to Namir who was a…
Special shout out to Namir who was a real pleasure to deal with, he explained everything perfectly, was very helpful and patient seeing as I ordered the wrong bike and he waited for me to sort it out :-/
The shop has a nice atmosphere too
Highly recommended if you need some wheels!
19 April 2025
Unprompted review
Reply from Swapfiets UK
Hi Laura,
Thank you so much for your fantastic feedback! We’re thrilled to hear that Namir was able to help you out and make the process easier. We're also happy you enjoyed the atmosphere at the shop! We truly appreciate your recommendation and would be delighted to assist you again! 💙🚲
Cheers,
Team Swapfiets
Reply from Swapfiets UK
Hi Jacob,
Thanks for your great feedback!
We're glad to hear that our service has been easy to use for you. If there’s anything we can do to make your experience even better, don’t hesitate to let us know! 💙🚲
All the best,
Team Swapfiets
Great service & bike
José was very helpful and kind. I felt really well taken care of and he took time to answer my questions and adjust the bike to my needs. I love the bike as well! It’s easy to ride, also in high gears.
8 April 2025
Unprompted review
Reply from Swapfiets UK
Hi Anneke,
Thanks for sharing your experience! We're so glad to hear José was helpful and that you’re enjoying your new bike. We always strive to provide great service, and it’s great to know we met your expectations.
Ride safely and let us know if you need anything else!
great service
great service, nice bikes, José explained everything, suggested the best option in my case
11 April 2025
Unprompted review
Reply from Swapfiets UK
Thanks for the awesome feedback, Olga.
I am glad José could help you find the perfect bike.
Enjoy the ride!💙🚲
Excellent service, José was wonderful.
I came in to test ride a bike, had to make an appointment for the next day to officially pick it up as all the slots were taken. José however helped me get the bike set up on the spot as I was already there, he was wonderfully friendly, helpful, and efficient. He answered all my questions, overall delivered an amazing service and made my experience very pleasant. The place has a very welcoming atmosphere, free coffee etc.
9 April 2025
Unprompted review
Reply from Swapfiets UK
Hi Emma,
Thank you for sharing your experience! We're thrilled to hear José made your visit enjoyable and that you felt well taken care of. We’re proud of our team and the atmosphere we create, and it’s great to know it made a positive impression.
Enjoy your new bike, and we hope to see you again soon!
He is a good man ever i have met and looks very professional
Lost bike service was good from Andy
4 April 2025
Unprompted review
Reply from Swapfiets UK
Thank you so much for your kind words, Nipon!
We're thrilled to hear that you had a positive experience with Andy's assistance.
We'll be sure to pass along your compliments to him💙
Andy helped me a lot in that process 5…
Andy helped me a lot in that process 5 star
3 April 2025
Unprompted review
Reply from Swapfiets UK
Thank you so much for your 5-star review!
I'm glad that Andy could help you.
If you need anything else, feel free to reach out anytime! 💙
Really smooth and quick appointment at…
Really smooth and quick appointment at the Swapfiets store, with the especially helpful José who was lovely and helped me adjust everything I needed with lots of kindness!
31 March 2025
Unprompted review
Reply from Swapfiets UK
Hi Tara, thank you for your kind review!
We're so glad that José could help you with everything you needed.
Enjoy the bike💙🚲
Awesome service
Swapfiets has done the most amazing job in delivering my bike. Its the first time I'm taking a bike from them, and was anticipating its arrival. It arrived as I was at work and I kindly asked the delivery guy to come back later, and he did!! That is what I call awesome service!
Needless to say, the bike is excellent with many features and safety precautions. Thank you!!
A very grateful customer
11 March 2025
Unprompted review
Reply from Swapfiets UK
Thank you so much for your kind words! We're thrilled to hear that your experience with Swapfiets has been so positive. It's great to know that our delivery service and bike features have met your expectations. We're always here to make sure you have a smooth and enjoyable ride. Enjoy your new bike, and feel free to reach out anytime if you need anything else. Thanks again for being such a wonderful customer! 🚲😊
Great bikes and even better service :)
Fantastic bikes and great service. Love my Swapfiets, and I feel safe riding it and leaving locked up all over London. I had a small gear issue after a few months of riding, and Marcello came to me and exchanged it for a new bike. Saves me so much time and hassle over having my own bike.
17 March 2025
Unprompted review
Reply from Swapfiets UK
Thank you so much for the amazing feedback! We're so happy to hear that you're enjoying your Swapfiets and feeling safe while riding around London. It's also great to know that Marcello was able to help you quickly and make sure you’re back on the road with no hassle. We’re all about making your ride as smooth as possible! Thanks for choosing us, and we’re always here if you need anything. Happy riding! 🚴♂️🌟
I am very happy with the attention Jose…
I am very happy with the attention Jose and Sandy, great service!!
3 March 2025
Unprompted review
Reply from Swapfiets UK
Thanks for the great feedback, Reny! We are so glad Jose and Sandy provided great service.
Enjoy the bike!💙🚲
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.