They promised me they will replace my bike and they keep on pushing me off with different excuses. they told me they will definitely give me an appointment to replace but as of now i am still with my... Se mer
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
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... Se mer
Företaget har svarat
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... Se mer
Företaget har svarat
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 Lond... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
The modern bike membership | Free repairs - anytime, anywhere | Making cities more liveable
Kontaktuppgifter
Storbritannien
- support.uk@swapfiets.com
- swapfiets.co.uk
4,2
Bra
426 omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 75 % av sina negativa omdömen
Svarar vanligtvis inom 2 veckor
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
I would strongly advise avoiding…
I would strongly advise avoiding Swapfiets. The bike I was supplied was unsafe and almost caused an accident. I had to change bikes three times in a single day, wasting hours of my time, and the problems were never properly addressed.
Instead of investigating their own road-unworthy bikes, the company focused on chasing me for an unlawful £60 charge and even went as far as threatening me with a debt collector. Their priorities are clearly profit over customer safety.
The bikes themselves are poorly designed, particularly the dangerous back-pedal braking system, which makes them unsafe in real road conditions. Overall, this is an unscrupulous company with terrible customer service and little regard for rider safety.
Save yourself the stress – look elsewhere. There are far better, safer, and more reliable companies out there.
Thanks for your reply today 27 August 2025, you have totally blanked me up until now but because i have written something in the public you now want me to reach out to you! its far to late, you have no interest in your custormers and are just profit led! you had many chances to do the right thing and address my safety corners however you choose not to.
18 augusti 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Jonathan, thank you for sharing your feedback.
We are very sorry to hear about your frustrating and concerning experience. Your safety is our highest priority, and it is not acceptable for a bike to feel unsafe. We sincerely apologise for the issues you faced and the clear inconvenience of having to swap bikes multiple times.
We'd like to understand what went wrong here. Could you please contact us at info@swapfiets.com with the relevant details? We like to help you find a fitting solution for your experience.
Kindest regards,
Team Swapfiets
Easy to hire but frustrating to ride
Easy to hire but frustrating to ride. I opted for a standard non-electric bike and found it to be sluggish to pedal and difficult to use the brakes effectively due to there only being one lever for the front brake with rear brakes operated by backpedaling. This system is unhelpful if you need to make an emergency stop.
It would be great if standard single speed bikes were available to hire too.
14 augusti 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Chris, thanks for taking the time to share this detailed feedback with us.
We're glad to hear you found the hiring process easy, but we're sorry that the ride itself was frustrating. We understand that the back-pedal brake, which is common on Dutch-style bikes, can take some getting used to, and we appreciate your point on emergency braking.
We really value your suggestion for a different style of bike. Feedback like this is super valuable as we continue to improve our service and our product, and we'll definitely take your thoughts into account. Thanks again for the input!
Cheers,
Team Swapfiets
Great company and great bikes
Great company and great bikes! Great service too, Andy at the London Waterloo store was super helpful and explained everything so clearly and with a smile, making the whole experience of getting a new bike very pleasant :)
5 augusti 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Cecilia,
Thanks for your positive review.
We're really happy to hear you are happy about our bikes and service. Great that Andy was able to help you out so well, we'll make sure to pass on the praise!
Cheers,
Team Swapfiets
Smaller cyclists beware!
I think this company can be helpful to people who are on the fence about cycling in London. By renting a bike, you can experience cycling in London without the commitment of buying your own bike. Staff were friendly and helpful.
However, I have to warn cyclists that are on the smaller side (about 160cm). The bikes are HEFTY and tall. I'm about 158cm, and the smallest bike with the seat all the way down is barely okay for me. I find this kind of weird - I am definitely on the shorter side, but I'm not unusually short compared to all UK women. Getting the bike up the stairs to my flat is also a huge issue for me. If you're a shorter woman, it may be best to just buy your own bike.
28 juli 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Madeline, thanks for sharing your experience and feedback.
We’re really glad to hear our team could help you get started with cycling in London, that’s exactly what we aim for!
We’re sorry to hear the bike size didn’t quite work out for you. While we do offer different frame sizes, we understand they may not be ideal for every rider, especially when storage or stairs are involved. We're always working on making our service more accessible, so your feedback helps a lot.
If you ever have questions about sizing or options in the future, feel free to reach out!
Best wishes,
Team Swapfiets
i used to recommend swapfiets…
i used to recommend swapfiets religiously having used them for years in Berlin. I’ve recently moved to london and the quality is significantly lower. the bike i received is scratched up and the handlebars were leaving black marks on my hands and now one of the handlebar covers is falling off. Also think it’s the only company that puts up the price after you complete a 12 month fixed term. I understand it’s in the small print but will never get why customer loyalty is not rewarded. Although staff are always very kind and helpful both in store and on the phone.
9 juli 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Janae,
Thanks for sharing your honest feedback, and first of all, we really appreciate your loyalty and the time you've been with us, both in Berlin and now in London.
We're sorry to hear that your recent experience hasn't matched your expectations. Our bikes follow a circular model, which means they may show some signs of use, but they should always be fully functional and properly checked before delivery. I want to assure you that there aren't any differences in quality control between Berlin and London.
Regarding the price adjustment after a fixed 12-month term: we understand how this can be frustrating. Our pricing is communicated upfront and included in the terms, but we take your feedback seriously and are always working on ways to better reward our long-term members.
We’re glad to hear our staff have left a positive impression, that’s something we always strive for. If there's anything else we can help with, please don’t hesitate to get in touch.
All the best,
Team Swapfiets
Lots of additional costs
Lots of additional costs. Politics completely against customer. Stay away
7 juli 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Dominic,
Thanks for your feedback.
Sorry to hear you’ve had a negative experience. Since your review doesn’t go into much detail, we’d love to help clarify anything that may be unclear. If you’re still running into issues or have questions about costs or policies, feel free to reach out to us directly so we can take a closer look and support you further.
All the best,
Team Swapfiets
I was facing trouble with my bike on…
I was facing trouble with my bike on 3rd when I tried to rode it on 4th and 5th. When I request to repair it, I got the appointment on a same day. When I went there they just switched the bike with a new and prefect one but I prefered the same bike so I just ask them if they can repair the same bike for me. And luckily the guy understood my comfort with the current bike and he repaired it in a few minutes which for more amazing. So I would say the staff is top notch for providing service and understanding customers needs.
1 juli 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Rohan,
Thanks for your positive review!
We’re really glad to hear our team was able to help out so quickly, and that they took the time to listen and get your original bike fixed up just how you liked it. That’s exactly the kind of service we aim for 💙 Enjoy the ride, and let us know if there’s ever anything else we can do!
Best,
Team Swapfiets
Really bad customer experience
Really bad customer experience. Wouldn’t accept referral code after signing up online, they were unapologetic when running late on the appointment time. Lots of additional costs. Unfortunately just had a really bad experience with one of the ladies there - hopefully other attendants are more helpful.
2 juli 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Emma,
We're really sorry to hear your first experience didn’t live up to expectations. That’s definitely not the level of service we aim to offer, and we understand how frustrating that must’ve been.
If you’re still having trouble using your referral code, please don’t hesitate to reach out to us directly, we’d be happy to take a closer look and help you out from here.
Thanks for your feedback, we’ll make sure to share it with the team to continue improving.
Best regards,
Team Swapfiets
Poor quality e-bike and poor customer service
I rented the Power 7 e-bike on Saturday 28 June 3:30pm on a subscription basis as I needed an e-bike for commuting. I was told that I had a 14 day cooling off period. I road it home from central London, taking me an hour. The bike is extremely heavy. Much heavier than a Lime or Forest bike and the electric power was woefully inadeqaute. I realised that this was not a suitable commuter bike, but could not get back to the store on the same day. They are closed Sunday, so I took time off work to return the bike first thing Monday morning when they open at 10:30am. The bike was so heavy and slow I took it on the train to return it.
Staff were utterly indifferent to my unhappy experience and then informed me that I will get a mere £20.55 refund of £54.90 I paid for the month rental. The cancellation is a wopping £34.35. Customer services were not interested at all when I explained that this steep cancellation was not explained to me. They referred me to having ticked the "terms and conditions" box. I received no contract documents and there was no verbal explanations of the key terms at point of collection. You have to pay via the app and that is woefully inadeqaute in explaining the terms.
Poor product, aggressive and indifferent staff. Good luck if you want to be a customer.
Response to below reply:
I returned the bike as soon as possible. I did not “cancel after a certain number of days in use” as you indicate. I returned it on the next available business day. I rented on Saturday mid afternoon and returned on the Monday first thing (you are closed on Sundays. I got no viable use out of my rental and your company had no regard for that.
30 juni 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi there,
Thanks for taking the time to share your experience, we’re sorry to hear that the Power 7 didn’t meet your expectations and that the return process was disappointing.
Our customer service team has been in touch with you to explain the breakdown of the cancellation costs. When a subscription is cancelled after a certain number of days in use, a partial refund is issued in line with our policy, something that’s outlined in our terms and conditions, which were agreed upon at sign-up.
That said, we understand that it’s frustrating when key terms aren’t as clear as they should be, especially during your store visit. We sincerely apologise if the cancellation policy or bike specifications weren’t communicated clearly enough at the time. Your feedback is extremely valuable to us, and we’ll definitely take it on board as we continue working to improve both our product experience and customer communication.
Best regards,
Team Swapfiets
Very friendly staff super easy sign up…
Very friendly staff super easy sign up process
13 juni 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Hi Samuel,
Thanks for your review.
Amazing to hear you've had such a great experience and smooth sign up!
Enjoy your ride!
Team Swapfiets
Parabéns pelo atendimento do…
Parabéns pelo atendimento do colaborador José! Muito atencioso, prestativo.
12 juni 2025
Omdöme utan inbjudan
Svar från Swapfiets UK
Olá, Luiz! Muito obrigado pela sua gentileza!
Ficamos muito felizes que você tenha gostado do serviço do José.
Ele ficará muito feliz em ouvir o seu elogio 💙🚲
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 juni 2025
Omdöme utan inbjudan
Svar från 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 juni 2025
Omdöme utan inbjudan
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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
Svar från 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! 🚲💙
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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
Omdöme utan inbjudan
Svar från 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
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