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
I had a really lovely experience discovering what Swapfiets is all about with Chris in your shop in Shoreditch. I appreciated his patience, knowledge and honesty, as I had many questions and curio... See more
Company replied
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... See more
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 77% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Mustafa has been an amazing help at…
Mustafa has been an amazing help at Swapfiets. I love Swapfiets, I use it in every city I go to, bikes and service are just amazing!
9 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Nathalie,
Thank you for the amazing feedback!
We are thrilled to hear that Mustafa was such a great help to you. It is wonderful to know that you rely on Swapfiets in every city you visit. We will make sure Mustafa hears your kind words!
Enjoy the ride.
Team Swapfiets
Great customer service
Great customer service, went over and above to help. Have been with swapfiets since 2022 and it's worth every penny. Went in for a flat tire yesterday, left my headphones and the team texted me to ask if they were mine and kept them safe. Nothing is too much of an ask and they are just all round great people. This is for the Spitalfields branch
6 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Maxted,
Thank you for the wonderful review and for being with us since 2022!
We are so happy to hear that the team at our Spitalfields branch went above and beyond to keep your headphones safe and return them to you. That is the kind of service we love to provide.
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets UK
Hi Wissam,
Thank you for the compliment!
We are happy to hear you enjoyed the friendly service and appreciate the company.
Enjoy the ride.
Team Swapfiets
Shout out to to MustaphaPH & Virginia…
Shout out to to MustaphaPH & Virginia for their impeccable service ++
2 February 2026
Unprompted review
Reply from Swapfiets UK
Hi Sina,
Thanks for the shout-out!
We will make sure they receive your compliments. They will be thrilled to hear that you found their service impeccable.
Enjoy the ride.
Team Swapfiets
Happy with the bike and service
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 of mind with insurance.
Finally if something goes wrong you can book a technician to your home or office to fix the bike or just get a new one.
28 January 2026
Unprompted review
Reply from Swapfiets UK
Hi Mat,
Thank you for your detailed review!
We are happy to hear you are pleased with the service and the peace of mind our concept provides.
The coaster brake indeed takes a little getting used to, and our bikes are built to be robust, which can make them feel a bit heavy at first. It is great to know that you value the flexibility of the lock and the convenience of our onsite repair service.
Enjoy the ride.
Team Swapfiets
Be very careful in London
Be very careful in London - my bike was locked up unattended for a few hours and they picked it up and are now trying to charge me for it being lost.
Do not trust.
15 January 2026
Unprompted review
Reply from Swapfiets UK
Hi James,
Thank you for your feedback. We understand that receiving a surcharge in this situation is frustrating.
To clarify the policy: under our terms and conditions, if a bike is lost or missing and is subsequently recovered by the Swapfiets team (rather than being found and returned by the member), the missing surcharge still applies. This fee covers the operational costs of the recovery and the period the bike was unaccounted for.
Since our team was the one to locate and retrieve the bike, the surcharge remains valid. We aim to be transparent about these conditions in our contract and on our website.
Kind regards,
Team Swapfiets
I was stood up by Swapfiets
i booked an appointment at the waterloo location to pick up my bike. when i got there, i found it closed. I called support, they said: "yup, it's supposed to be open, but other people have also called us to report that it is not"
i eventually went to the shoreditch location to get my bike. as i noticed later, the handlebar is wobbly. i will have to go in to have it fixed again. it would have been nice if a new bike didn't have issues like that.
I don't understand how Swapfiets can be so much more expensive here in the UK than it is in Austria and yet the quality be so much worse
3 January 2026
Unprompted review
Reply from Swapfiets UK
Hi Korbinian,
Thanks for your feedback.
We are sorry this inconvenience happened regarding the closed store and the wobbly handlebar. It is unfortunate that the start wasn't smoother.
Please contact us directly so we can fix that handlebar for you quickly.
Cheers,
Team Swapfiets
Always good service with happy faces…
Always good service with happy faces and kindness!
22 December 2025
Unprompted review
Reply from Swapfiets UK
Hi Taiana,
I love that you noticed that!
Our swappers really are a happy bunch of people, who really love their job. I'm so glad it shows. They are always in a good mood and eager to help get everything done in a quick, efficient and happy way.
All the best,
Your Swapfiets Team.
top service quick and helpful extremely…
top service quick and helpful extremely happy and very good prices
7 December 2025
Unprompted review
Reply from Swapfiets UK
Hi there,
Thank you so much for the fantastic review!
We are thrilled to hear you had such a positive experience! Top service, speed, and helpfulness are exactly what we strive for. It’s great to know you also feel we offer very good value for the price!
Enjoy the ride!
Team Swapfiets
Very friendly and professional service…
Very friendly and professional service from Johann and Mousafa
27 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Franziska,
Thank you so much for the fantastic review!
We are delighted to hear you had such a great experience with Johann and Mousafa. Their professionalism and friendly approach are exactly what we aim for.
We will ensure your kind words are passed on to them both!
Enjoy the ride!
Team Swapfiets
Mustafa was INCREDIBLE
Mustafa was INCREDIBLE, as well and Jose and Johan! I didn’t realise how badly my bike needed a service until they sorted me out. Thank you!
25 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Maeve!
Thank you so much for this fantastic review!
We are absolutely thrilled to hear about the incredible service you received from Mustafa, Jose, and Johan. It's wonderful that they took care of your maintenance needs so thoroughly.
We will make sure your high praise is passed on to them!
Enjoy the ride!
Team Swapfiets
Great customer service
Great customer service! Was looking forward to get my Swapfiets bike on the day but couldn’t find my confirmation email. Johan from the commercial road shop in London helped me from A to Z to make sure I could leave with my bike. Looking forward to try it!
24 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Paul!
Thanks for the great review! We are delighted to hear that Johan at our London shop was able to help you out from start to finish despite the missing email.
Turning a stressful moment into a successful pickup is what great service is all about! We'll be sure to pass on your compliments to him. Welcome aboard, and enjoy your first rides!
Cheers,
Team Swapfiets
Great service at home
While I wish wait times for at home repairs was shorter, the dude that came by was really nice and communicative. Replaced my vandalized bike in no time
21 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Noam,
Thank you for your review. We are sorry to hear you had a frustrating wait for your at-home service, but we are thrilled that our team member could help you out so quickly once he arrived.
It's great to know that he was nice and communicative during the quick swap. We wish you happy, worry-free cycling ahead!
Enjoy the ride!
Team Swapfiets
Great bikes, great people, great service
Great service all together!
The bikes are exactly what I needed, it takes a bit to get used to the reverse pedal break, but aside from that the bike is sturdy and in the 5 months I had it I never even needed to inflate the tires!
I loved the flexibility of it, using it only in summer, I can have it for those months and then give it back.
Customer service was very responsive on their WhatsApp business account and the technicians who delivered and collected the bike were very nice and professional!
100% recommend
18 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Marco,
Thanks for the review!
We are delighted to hear that you had such a great overall experience. It is fantastic that the bike was exactly what you needed and that the tyres held up so well for your entire summer of riding.
We know the back-pedal brake can take a little getting used to, so well done on mastering it! We are also thrilled that you found our team to be responsive and professional.
Thanks for the recommendation!
Cheers,
Team Swapfiets
Friendly welcoming staff got me signed…
Friendly welcoming staff got me signed up with a bike super fast :D
17 November 2025
Unprompted review
Reply from Swapfiets UK
Hi Alice!
Thanks for the review! We are so happy to hear our friendly team got you signed up and ready to go so quickly.
A fast and warm welcome is exactly what we aim for.
Enjoy the ride!
Team Swapfiets
Great help
Great help, the bikes are very nice and kind people in the shop
14 November 2025
Unprompted review
Reply from Swapfiets UK
Hi there!
Thanks for the review. We are thrilled to hear you like our bikes and found our team in the shop to be kind and helpful.
Great bikes and great people – that is exactly what we strive for.
Cheers,
Team Swapfiets
Nice bikes
Nice bikes, always functioning, and free repairs, IMO it comes really handy when you get the electric bikes cause who knows when the technology is gonna fail so...
25 November 2024
Unprompted review
Reply from Swapfiets UK
Hi Johan!
Thank you so much for this fantastic review. You've perfectly described our worry-free promise!
We're so glad you're enjoying the peace of mind that comes with the service. Knowing that we've got your back if any of that tech fails is exactly what it's all about.
Happy cycling!
Team Swapfiets
It is a very helpful and friendly…
It is a very helpful and friendly service.
27 October 2025
Unprompted review
Reply from Swapfiets UK
Hi Moishe,
Thank you so much for the lovely review!
We're so happy to hear that you found our service to be both helpful and friendly. That's exactly the experience we always aim to provide.
Enjoy the ride!
Team Swapfiets
Overall so happy
I’ve been using swapfiets around a year now . Very happy with them . They response quickly and repairing also quick and efficient. Thank you guys -Love You 😍
24 October 2025
Unprompted review
Reply from Swapfiets UK
Hi Anil,
Thank you so much for this amazing review! We're so happy to hear you've had such a great experience over the past year.
It's fantastic to know that you find our service quick and efficient – that's exactly what we aim for!
We're thrilled you're so happy, and we love having you as a member!
Enjoy the ride!
Team Swapfiets
Reply from Swapfiets UK
Hi Joseph,
Thanks for your positive review.
A worry-free service without fuss is exactly what we aim for! We're very happy that you received the service you deserve.
Enjoy your ride,
Team Swapfiets
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