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
Company replied
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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
Company replied
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
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Great service with some room to improve
I used the service for one year. What I liked is the idea of a subscription model, that they delivered the bike to my home/workplace and when there were issues resolved them swiftly.
What could be improved is:
- have more bike options/sizes (e.g. the L bike should be a bit bigger)
- inconsistencies in bike quality. They operate as a circular economy model but I have noticed significant differences between bikes (from flawless new bike to worn out with a lot of scratches).
- customer service is a bit inconsistent in response time but overall are reasonable to deal with and understand nuanced situation
2 January 2024
Unprompted review
Reply from Swapfiets UK
Hi Thomas,
Thanks so much for sharing your experience with us.
Indeed, our bikes live multiple lives and we work hard to ensure they are in the best possible condition.
We are sorry to hear you had some issues with your bike which is of course not what we are trying to achieve!
We are glad to hear a suitable solution was offered when contacting our customer service, and we are sorry it took longer than expected, for a faster reply we are also available by phone call on +44 20 38 08 00 05.
Your feedback motivates us to keep raising the bar and sets the standard for excellence in everything we do, so thank you again for taking the time to leave a review and for being with us for over a year! 💙
Best,
Luis🚲
2 Years of Swapping - Delightful experience always
I've been a Swapper for 2 years now and it never fails to surprise me how Swapfiets staff always go above and beyond. This time, when I went for a routine check, I was serviced by Andy in the London Store, who replaced my bike in a matter of minutes and also gave me and my partner some Swapfiets goodies. Thanks Andy!
2 December 2023
Unprompted review
Reply from Swapfiets UK
Hi Moosa, thank you so much for your feedback!
How nice to hear you have been on this journey with us for the past two years and appreciate Andy's and team endless effort!
When in need, you know where to find us!💙🚲
Very fast and friendly service
23 November 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your review, Rupert!
See you on the road💙🚲
Insurance hidden charge
When I came to get the bike they told me I also had to pay theft insurance. My previous rental from Swapfiets included this. It pushed the cost to near £90 a month. That's too much. Lime bikes are cheaper and I don't have to insure it. Swapfiets should just include this.
20 November 2023
Unprompted review
Reply from Swapfiets UK
Hi Jo,
We are sorry to hear you feel we have hidden charges.
We are very transparent in communicating any extra costs that might be charged.
All possible extra costs can be found on our website and in the terms and conditions: https://swapfiets.co.uk/en-GB/terms and https://help.swapfiets.com/theft-coverage
Nevertheless, we thank you for trying our service and we hope you can find a suitable solution for you💙
Best,
Luis🚲
Everything was dealt with nice and…
Everything was dealt with nice and quickly. The staff member who helped me was very helpful. I was early to my appointment but still was not waiting around.
4 November 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your review, Kamal.
We hope that you're enjoying your Swapfiets bike!
See you on the road💙🚲
Great service
Quite a long wait but it's understandable as each enquiry may take longer than others. The engineers were great and friendly so was happy in the end.
3 November 2023
Unprompted review
Reply from Swapfiets UK
Hi Jordan,
Our apologies for the waiting time!
We're glad to see you happy with our service, despite the inconvenience! 💙💙🚲
Excellent Service
1 November 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your review, Usama.
We hope that you're enjoying your Swapfiets bike!
See you on the road💙🚲
Painful customer service
The bikes are great but the customer service is really painful. The app crashes constantly, making it impossible to book an appointment. When contacting customer service directly they have a bit of an attitude and aren't very accommodating.
Their appointment times are really not suitable for working professionals, as a result I often have to wait 2-3 weeks for a suitable appointment and have to adjust my work schedule around it. The customer service team also have limited sympathy or understanding with this.
23 October 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your review and sorry to hear you've had a negative experience while trying to book an appointment.
I will pass your feedback about the app to the IT team.
We always try to provide service within 48h and to meet customers requests upon their availabilities.
Unfortunately, in some cases it is just not possible and it can take a bit longer.
We apologies for the inconvience caused.
Best,
Luis🚲
Very nice experience
21 October 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your feedback! 💙
Best customer service ever!
Best customer service in the whole of London. Amazing!
10 October 2023
Unprompted review
Reply from Swapfiets UK
Thank you Arnaldo! 🤩🤩 I'm very happy to hear this!
We really appreciate you spending time to leave a review! 💙💙🚲
Really helpful and efficient service.
27 September 2023
Unprompted review
Reply from Swapfiets UK
Thank you! 🤩 I'm very happy to hear this!
We really appreciate you spending the time to leave a review! 💙💙🚲
The staff is very friendly and provides…
The staff is very friendly and provides the support efficiently. I am satisfied with the service up to now. I am very happy with the new bike as the size fits me more than ever, and so might lighter than the previous one. I hope they have the centre in a couple of more areas in London. (maybe one in Soho or west end)
21 September 2023
Unprompted review
Reply from Swapfiets UK
Hi Nayano,
Thank you so much for your feedback!🤩
We're super happy to hear this! 💙
Very helpful and fast service
8 September 2023
Unprompted review
Reply from Swapfiets UK
Thanks for the review! Please let us know if you need anything in the future. Enjoy the bike 🚲💙
Great fast services
30 August 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your review! We hope that you're enjoying your Swapfiets bike - see you on the road💙🚲
Great experience!
22 August 2023
Unprompted review
Reply from Swapfiets UK
Thank you! 🤩 I'm very happy to hear this!
We really appreciate you spending time to leave a review! 💙💙🚲
Best service and very friendly
27 July 2023
Unprompted review
Reply from Swapfiets UK
Thank you so much for your kind review, Adarsh!
Enjoy the bike 💙🤩🚲
Amazing experience - they helped with everything
I recently rented an ebike at Swapfiets London and I cannot say anything else but how nice the whole experience was. I had quite some contact beforehand due to some physical injuries that I have and they greatly helped me out with everything. Also in the store itself everything went super smooth. We were helped immediately and again, due to my injuries, it took quite some time for me to find the right adjustment of the bike, but they gladly helped me time and time again to readjust it. The bike itself rides amazing, it goes so smoothly and really was a lifesafer for me since I cannot ride a normal bike at this moment. Thank you so much Swapfiets team for all of your help!
9 June 2023
Unprompted review
Reply from Swapfiets UK
Hi Marloes, thank you so much for your feedback!🤩
We are happy that hear that you found a suitable option with us and that the team was there to offer assistance and made it possible for you to cycle again, despite your injuries!💙
Best,
Team Swapfiets 🚲
Great Service
I couldn't be more grateful for Swapfiets and their excellent service! I am renting an electric bike to help me get around in late pregnancy. Whenever there's been an issue the team have always been efficient, proactive and helpful.
29 June 2023
Unprompted review
Reply from Swapfiets UK
Thank you for your feedback, we're super happy to hear this! 💙
Shady cancellation practices- avoid!
I gave written notice by email of my intention to cancel one month in advance, and returned my bike within this period. Despite this, they have charged me for a further month (because I didn’t email them my date of birth?). They have just sent my debt to a collection agency. The outstanding amount is less than £3. Avoid at all costs.
3 April 2023
Unprompted review
Reply from Swapfiets UK
Hi Aisling,
Sorry to hear your request of cancelling could not be completed correctly!
When a subscription is terminated by e-mail or via phone call/whatsapp, we require a customer’s date of birth for verification to access in personal data.
We do our best to avoid including the debt collection agency by sending our members five email reminders in case of a missed payment. Only if the payment has not been done after five weeks, the invoice will be forwarded to the debt collection agency.
If you have any more questions about this, please send us an email support.uk@swapfiets.com
Best,
Team Swapfiets🚲
Great experience at the store in…
Great experience at the store in Spitalfields! Got my Power 1 e-bike today and looking forward to my new commute.
18 May 2023
Unprompted review
Reply from Swapfiets UK
Thank you so much for your kind review! Enjoy the bike 💙🤩🚲
Kind regards,
Nora from Swapfiets
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