Swapfiets UK Reviews 

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

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.

Quincy was super in helping me out with choosing the bike! Even fluent in Dutch! Thanks!!

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.

very good but time slots or too big and can i can not submit my self for a 5hr slot

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.

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.

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!

Quincy and all the staff at the Shoreditch store were amazing! So helpful and really informative - thanks again!