Swapfiets UK Reviews 398

Andy at the Brick Lane store completely made my day. After the bookings team messed up my pickup, he stepped up to the task and got me on a Bike outside of his working hours and the operating hours even!
Hope they appreciate what a great asset Andy is to their team!

Excellent service and competitive price.
Jose helped me setting up the bike and explaining how everything works. The bikes are great and very well equipped with lights, pannier and lock.
100% worth it!

The rear mud guard came off during the first 15 minute cycle ride. I have had to wait a week to get this fixed, therefore I am currently in receipt of a bicycle I cannot use. Waste of money so far!

I had an amazing experience picking up my bike with Jose! Very polite, friendly and helpful!

Very disappointed with the last service, i had to replace the battery, it started to drain more than usual. At my first appointment, I've met Jose and he couldn't give me a new battery, strange to be honest every time i used to get my battery replaced. I've booked another appointment, this time Jose was in the shop again but i was late 30min and he refused to help me telling me to book another appointment because i was late. Frustration started to build up, i've complained to the company, i received the message that my contract would end at the end of the month because "my behavior was not aligned with their culture". This is an odd situation, they canceled my contract because I wasn't happy with their service. I've been with them for more than one year, and customer service quality is decreasing from my experience. Avoid them!

Chris was amazingly helpful - great experience

Good bikes and UK based team, terrible online customer service.

It's one of those situations when you write an email in plain English and receive a response that make absolutely no sense, as if they were replying to someone else. If you send the same email a few times you might get lucky and get a response to what you actually wrote. And then sometimes they are just rude.

I wanted to return my bike via pick-up and it took 25 emails back and forth. First it was that I emailed too early and they couldn't book it, then we agreed I'd email on a certain date and then it was too late. Sort out your booking system, don't make your customers do your work for you. They also made me pay for two more days because of this too, ridiculous.

P.S. Thanks Swapfiets, your reply is not helpful at all.

Swapfiets has great bikes and it's very strong, I don't have ever problems with the bike,
I have my Swapfiets bike for a year already.
By now it was a bit broken, and I called into the office, they told me the next appointment is only in 2 weeks time, I didn't know what to do..I couldn't wait..
Few days later I found the Swapfiets van on the road doing his round ,I asked him if he can fix my bike instead of waiting till the appointment, he told me no problem, I will do it, He fixed the problem in seconds,
His name is ANDY, I never saw such a good service from a company, he was very helpful and he did a quick service.
Thanks again for your service.

I've been with Swapfiets for nearly 2 years now, although I have my reservations when it comes to shouting out their telephone customer service, their swappers are simply AMAZING! I requested a an appointment to exchange my bike, but the only appointment was 2 weeks later (I was given a £10 credit for the wait), this morning I met Andy, a Swapfiets Swapper, on the road doing his rounds, I stopped him and asked if he would be able to pump my tires even if I did not have an appointment, and he immediately agreed! Thank you Andy!

Terrible customer service out of the Netherlands.

I waited two weeks for a bike change over. When bike arrived the key was broken in the lock so I couldn’t take delivery. Swapfiets response was “book another slot” which was in 2 weeks and “by the way we can only give you an all day window at this point.” Not great since I spent the whole day waiting in for the defective bike delivery. Very poor client experience.

The service at the shop was really good and they talked through the policies in a lot of detail. It took a while to get used to the bike as you have to back pedal to slow down and stop peddling to change gears. My issue is after one week of use, the tire went flat, tried to inflate it and got nothing. Given the distance of where I live, I cannot take the bike in myself with the flat tire as it will damage the bike. I am having to wait a full two weeks to get it repaired at my home which is half the month lost without being able to use it and a waste of money paid for it. At least provide what is needed in an event of a flat so I can repair it myself. Not impressed and I am barely a month in the first month of a 12 month contract. One a change of events, I was asked to call the office and rhe repair has been booked for the end of the week which I am happy about. Thanks Team.

Awful customer service. Paid for a subscription, booked a delivery slot for 10 days time (the earliest available), waited all day only for the slot to expire. Had to phone them after I received an email after the delivery slot expired that said they'd cancelled my delivery slot (and the app said my subscription too). I explained the situation and they said they had no idea what had happened and that I'd have to wait 2 weeks for a new delivery slot and there was no one I could speak to to expedite a delivery as I had already waited once and now they wanted put me at the back of their queue (two weeks) because of their own mistake. The customer service person gave me a "I just work here, I'm sorry the system is rubbish and I can't fix this' response. Worst of all I had to contact them about this.

Edit: 3.1.24 - following this they scheduled a new delivery without first asking when is a convenient slot. They have now delivered a bike which seems to work well. The mechanic delivering the bike was very kind, slightly redeeming my 1/5 star experience.

Hey, Rory was the staff member that helped last week. Very fast service and everything explained very well. Thanks guys.

Service was good. Cycle both reliable and not. It was reliable so that it worked for my month, but the gear change was a bother since I couldn't push hard without the pedal and gear giving in.

I came in for a repair and swapped out my bike, just as advertised.

Great bikes and so good not having the responsibility of ownership

Namir was the guy who guide me very well.Every single details.thank you so much guys.

Swapfiet Lied and My Horrible Bullying Experience with Them
At first, they are nice, and kind with the collecting bike and swaps. Also, you are told u can switch or cancel anytime. Then time to switch from a heavy user because I no longer do delivery, I wanna switch to basic, fifty something quid subscription, it is now trouble, good vs evil, hell, unresolved issues.
Customer care was adamant that the odometer read I was still delivering and a still a heavy user. I am like "are you riding the bike with me," your odometer is nonsense and wrong. Not even customer care manager was even reasonable enough to understand that I am paying for services I am not enjoying, "I felt bullied, emotionally drained, mentally depressed felt like hurting myself with this unfair situation".
Finally, we were unable to resolve this and Swapfiet intentionally allowed my bill to accumulate more interest. Until I returned the bike in May, I would still have been paying heavy sub of £109 which doesn't make sense and it is UNFAIR and not RIGHT. I feel and know in my heart, I have been fairly untreated by this company. I would take up the case with citizens advice and ombudsman because the odometer at Swapfiet has been rigged and tampered with thereby exploiting hardworking customers of their money.

P.S. PLEASE START TALKING ABOUT UR BAD OR EVIL EXPERIENCE AGAINST SWAPFIET BECAUSE I KNOW THERE ARE MANY CUSTOMERS WHO HAVE THIS ISSUE OR WORSE.

I have subscribed nearly a year. The bike was stolen. I lost my job and I was behind 2 payments when this happened. I have talked to them they said not a problem, you will only pay £250 not £1,5000. I was like ok that’s brilliant. However because payments were late it was passed to collection agency. 2 months later, they denied and said insurance was no longer valid. I will tell you what, I am moving out of the country anyways, Good luck with the payment. I was ready to pay £250z

Bikes are solid and people friendly. But they are a pain to get fixed with one location in one of the busiest parts of London. Ever since I got mine gears havent worked properly. I finally got around to getting it fixed which was smooth and quick (received a replacement bike). But now another part is broken. So rather ironically this "always working bike" has never been working 100%. Still a good deal if you cant be bothered to buy a bike.