Swapfiets UK Reviews 

Excellent bike repair service! The repair was done to a very high standard by Virginia, and my bike is working perfectly again. The place was lively and full of customers, which shows how trusted and popular it is. The staff were friendly, professional, and the service was fast, efficient, and truly outstanding. Overall, an excellent experience—I highly recommend this shop to anyone looking for amazing bike service!

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!

Quincy was a legend who helped us out so much! Great service we’re excited about Swapfiets. Thank you Quincey!

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!

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

Virginia was amazing with my deluxe 7 bike!
Solved multiple problems in no time

I love Swapfiets, customer since 2021 no hassle stress free!

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.

The advisor was very helpful, professional and friendly. Very happy with the service i received and my bike!

Really helpful. Super quick. Friendly. Virginia was great!