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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The delivery and installation went well. I ordered to rent the bike on 4 Sep and the earliest delivery schedule is 13 Sep which is for me, it is too long. They didn’t actually offer us additional s... See more
Company replied
It was an easy and quick experience getting my bike swapped over for another one (at home) after getting a puncture. I would have given 5 stars if the wait hadn't been 4 days for someone to come to m... See more
Company replied
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 o... 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
4.3
Excellent
409 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 88% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great service!
April 15, 2026
Unprompted review
Reply from Swapfiets UK
Hi! Short and sweet—thank you! We're happy you enjoyed the service.
Kind regards,
Team Swapfiets
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Bike fix
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 proceeded to do the job. I asked some questions and he said to wait for explanation.. that unfortunately never came. He then asked me for a signature without explaining what it was for.
Quite poor communication skills really
April 9, 2026
Unprompted review
Reply from Swapfiets UK
Hi Kristýna,
Thank you for taking the time to share your feedback. We are glad to hear that the booking process was easy and that your bike was exchanged so quickly right at your door.
However, we sincerely apologize for the lack of communication during the appointment. While our team always aims to be fast and efficient, ignoring your questions and asking for a signature without explaining what it was for is definitely not the standard of service we strive for. Friendly and clear communication is just as important as getting the job done!
We will definitely take on this feedback to ensure this doesn't happen again. If you still have any unanswered questions about your new bike or the swap, please feel free to reach out to our customer service team, we'd be more than happy to explain everything properly.
We hope the new bike is riding smoothly!
Best regards,
Team Swapfiets
Helpful and Kind
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 scheduled my appointment, it went all pretty smooth Virginia was so helpful and kind. Amazing service and great quality bikes
April 8, 2026
Unprompted review
Reply from Swapfiets UK
Hi,
Thank you so much for the fantastic review! We love hearing that your experience with us was smooth and welcoming from your very first visit to the final pick-up. We're so glad the team could help you find the perfect fit before you ordered.
We will definitely pass your special shout-out along to Virginia, she will be absolutely thrilled to hear your kind words! Enjoy your new bike and all the rides to come.
Best regards,
Team Swapfiets
I rent a bike from Swapfiets and I’ve…
I rent a bike from Swapfiets and I’ve had a really good experience so far. The service has been reliable, and the bike itself has been excellent, comfortable, well-maintained, and perfect for getting around.
I also want to give a special mention to Virginia, who was absolutely amazing. She was friendly, helpful, and made the whole process smooth and stress-free. Great customer service like that really makes a difference.
Overall, I’m very happy with Swapfiets and would definitely recommend it.
March 31, 2026
Unprompted review
Reply from Swapfiets UK
Hi Taifur,
Thank you so much for the glowing review! We are thrilled to hear that you’re having such a great experience and that your bike has been the perfect companion for getting around.
We especially appreciate the shout-out to Virginia! It’s wonderful to know she made the process so smooth and worry-free for you. We’ll be sure to pass your kind words along to her.
Thanks for the recommendation, and enjoy many more comfortable miles on your Swapfiets!
Cheers,
Team Swapfiets
Really great value
Really great value, good quality bikes, and helpful staff!
March 30, 2026
Unprompted review
Reply from Swapfiets UK
Hi Rose,
Thank you so much! We’re thrilled that you’re enjoying the quality of our bikes and finding great value in the subscription. Our team loves being helpful.
Enjoy the ride!
Team Swapfiets
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So far si good
March 27, 2026
Unprompted review
Reply from Swapfiets UK
Hi Eduardo,
We love to hear that! We’ll work hard to make sure it stays that way. If you ever need anything, you can always let us know!
Happy cycling!
Team Swapfiets
Reply from Swapfiets UK
Hi Becca,
Thank you for the kind words! We’re thrilled to hear that you enjoyed our friendly and fast service. We always aim to get you back on the road as quickly as possible!
Enjoy the ride.
Team Swapfiets
Really friendly service
Really friendly service. Today I had my free Spring service at Commercial St. I can’t remember their names sadly but the two who were working today really provided an excellent level of customer interaction. Free coffee is also a great idea whilst you wait!
March 7, 2026
Unprompted review
Reply from Swapfiets UK
Hi Ed,
Thank you for your fantastic review!
We are thrilled to hear you had such a great experience getting your free Spring service at our Commercial St. location. Even without knowing their names, we will make sure to pass your wonderful compliments on to the team working today, they will be delighted to know their friendly service made such a positive impact. And we completely agree, a free coffee definitely makes the wait a little sweeter!
Enjoy the ride.
Team Swapfiets
Mustafa and Algy
Met Mustafa and Algy today in the Commercial Street location. Couldn’t be happier with the service I received. So efficient, attentive and personal.
March 5, 2026
Unprompted review
Reply from Swapfiets UK
Hi there Shane,
Thank you for your wonderful review!
We are thrilled to hear that Mustafa and Algy provided such efficient, attentive, and personal service during your visit to our Commercial Street location. We will make sure to pass your kind words directly on to both of them, they will be so happy to hear it!
Enjoy the ride.
Team Swapfiets
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Mustafa sorted me out 👌🏼
Mustafa was really helpful at sorting out my situation! I left the shop with a running bike and feeling grateful to Swapfiets.
March 5, 2026
Unprompted review
Reply from Swapfiets UK
Hi Edward,
Thank you for your fantastic review!
We are so glad to hear that Mustafa was able to help sort out your situation so quickly and get you back on the road with a running bike. We will definitely make sure to share your gratitude with him!
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets UK
Hi there,
Thank you for your review!
We are happy to hear that you experienced great service with us.
Enjoy the ride.
Team Swapfiets
Great products and customer service
Very happy with both the bikes I used as well as the customer service in store.
I went during working hours so the shop wasn't busy and I got staff attention very promptly.
I was especially pleased with how knowledgeable, friendly and cheerful Virginia was on both of my visits so far.
February 25, 2026
Unprompted review
Reply from Swapfiets UK
Hi there,
Thank you for your wonderful review!
We are very happy to hear that you are pleased with both our bikes and the service in-store. Visiting during working hours is indeed a great tip for quick service! We will make sure to pass your lovely compliments to Virginia, she will be thrilled to hear that her cheerful and knowledgeable help made such a positive impression on you.
Enjoy the ride.
Team Swapfiets
It was an easy and quick experience…
It was an easy and quick experience getting my bike swapped over for another one (at home) after getting a puncture.
I would have given 5 stars if the wait hadn't been 4 days for someone to come to mine to swap over the bikes. Not sure how you can get a massive bike with a puncture to Shoreditch if you need your repair/replacement quicker, but the process on the day was very smooth and easy.
February 25, 2026
Unprompted review
Reply from Swapfiets UK
Hi there,
Thank you for your review!
We are glad to hear that the actual swap process was easy and quick once you were at the store. However, you make a very valid point: pushing a heavy bike with a flat tire all the way to Shoreditch is a workout nobody wants, especially when you have to wait a few days for a slot!
We are constantly working to improve our appointment availability to minimise that downtime and hassle in the future.
Enjoy the ride.
Team Swapfiets
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Smooth and simple process
Smooth and simple process. Affordable for those on low income.
February 24, 2026
Unprompted review
Reply from Swapfiets UK
Hi Chaela,
Thank you for your wonderful review!
We are thrilled to hear that you found our process smooth and simple. Making our bikes accessible and affordable for everyone is a big part of what we aim for, so we are very happy to know our service is a great fit for you.
Enjoy the ride.
Team Swapfiets
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.
February 23, 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
February 22, 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.
February 18, 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
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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.
February 18, 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.
February 11, 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
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