Swapfiets UK Reviews 

Good bikes and UK based team, terrible online customer service.

It's one of those situations when you write an email in plain English and receive a response that make absolutely no sense, as if they were replying to someone else. If you send the same email a few times you might get lucky and get a response to what you actually wrote. And then sometimes they are just rude.

I wanted to return my bike via pick-up and it took 25 emails back and forth. First it was that I emailed too early and they couldn't book it, then we agreed I'd email on a certain date and then it was too late. Sort out your booking system, don't make your customers do your work for you. They also made me pay for two more days because of this too, ridiculous.

P.S. Thanks Swapfiets, your reply is not helpful at all.

Swapfiets has great bikes and it's very strong, I don't have ever problems with the bike,
I have my Swapfiets bike for a year already.
By now it was a bit broken, and I called into the office, they told me the next appointment is only in 2 weeks time, I didn't know what to do..I couldn't wait..
Few days later I found the Swapfiets van on the road doing his round ,I asked him if he can fix my bike instead of waiting till the appointment, he told me no problem, I will do it, He fixed the problem in seconds,
His name is ANDY, I never saw such a good service from a company, he was very helpful and he did a quick service.
Thanks again for your service.

I've been with Swapfiets for nearly 2 years now, although I have my reservations when it comes to shouting out their telephone customer service, their swappers are simply AMAZING! I requested a an appointment to exchange my bike, but the only appointment was 2 weeks later (I was given a £10 credit for the wait), this morning I met Andy, a Swapfiets Swapper, on the road doing his rounds, I stopped him and asked if he would be able to pump my tires even if I did not have an appointment, and he immediately agreed! Thank you Andy!

Terrible customer service out of the Netherlands.

I waited two weeks for a bike change over. When bike arrived the key was broken in the lock so I couldn’t take delivery. Swapfiets response was “book another slot” which was in 2 weeks and “by the way we can only give you an all day window at this point.” Not great since I spent the whole day waiting in for the defective bike delivery. Very poor client experience.

The service at the shop was really good and they talked through the policies in a lot of detail. It took a while to get used to the bike as you have to back pedal to slow down and stop peddling to change gears. My issue is after one week of use, the tire went flat, tried to inflate it and got nothing. Given the distance of where I live, I cannot take the bike in myself with the flat tire as it will damage the bike. I am having to wait a full two weeks to get it repaired at my home which is half the month lost without being able to use it and a waste of money paid for it. At least provide what is needed in an event of a flat so I can repair it myself. Not impressed and I am barely a month in the first month of a 12 month contract. One a change of events, I was asked to call the office and rhe repair has been booked for the end of the week which I am happy about. Thanks Team.

Awful customer service. Paid for a subscription, booked a delivery slot for 10 days time (the earliest available), waited all day only for the slot to expire. Had to phone them after I received an email after the delivery slot expired that said they'd cancelled my delivery slot (and the app said my subscription too). I explained the situation and they said they had no idea what had happened and that I'd have to wait 2 weeks for a new delivery slot and there was no one I could speak to to expedite a delivery as I had already waited once and now they wanted put me at the back of their queue (two weeks) because of their own mistake. The customer service person gave me a "I just work here, I'm sorry the system is rubbish and I can't fix this' response. Worst of all I had to contact them about this.

Edit: 3.1.24 - following this they scheduled a new delivery without first asking when is a convenient slot. They have now delivered a bike which seems to work well. The mechanic delivering the bike was very kind, slightly redeeming my 1/5 star experience.

Hey, Rory was the staff member that helped last week. Very fast service and everything explained very well. Thanks guys.

Service was good. Cycle both reliable and not. It was reliable so that it worked for my month, but the gear change was a bother since I couldn't push hard without the pedal and gear giving in.

I came in for a repair and swapped out my bike, just as advertised.

Great bikes and so good not having the responsibility of ownership

Namir was the guy who guide me very well.Every single details.thank you so much guys.

Swapfiet Lied and My Horrible Bullying Experience with Them
At first, they are nice, and kind with the collecting bike and swaps. Also, you are told u can switch or cancel anytime. Then time to switch from a heavy user because I no longer do delivery, I wanna switch to basic, fifty something quid subscription, it is now trouble, good vs evil, hell, unresolved issues.
Customer care was adamant that the odometer read I was still delivering and a still a heavy user. I am like "are you riding the bike with me," your odometer is nonsense and wrong. Not even customer care manager was even reasonable enough to understand that I am paying for services I am not enjoying, "I felt bullied, emotionally drained, mentally depressed felt like hurting myself with this unfair situation".
Finally, we were unable to resolve this and Swapfiet intentionally allowed my bill to accumulate more interest. Until I returned the bike in May, I would still have been paying heavy sub of £109 which doesn't make sense and it is UNFAIR and not RIGHT. I feel and know in my heart, I have been fairly untreated by this company. I would take up the case with citizens advice and ombudsman because the odometer at Swapfiet has been rigged and tampered with thereby exploiting hardworking customers of their money.

P.S. PLEASE START TALKING ABOUT UR BAD OR EVIL EXPERIENCE AGAINST SWAPFIET BECAUSE I KNOW THERE ARE MANY CUSTOMERS WHO HAVE THIS ISSUE OR WORSE.

I have subscribed nearly a year. The bike was stolen. I lost my job and I was behind 2 payments when this happened. I have talked to them they said not a problem, you will only pay £250 not £1,5000. I was like ok that’s brilliant. However because payments were late it was passed to collection agency. 2 months later, they denied and said insurance was no longer valid. I will tell you what, I am moving out of the country anyways, Good luck with the payment. I was ready to pay £250z

Bikes are solid and people friendly. But they are a pain to get fixed with one location in one of the busiest parts of London. Ever since I got mine gears havent worked properly. I finally got around to getting it fixed which was smooth and quick (received a replacement bike). But now another part is broken. So rather ironically this "always working bike" has never been working 100%. Still a good deal if you cant be bothered to buy a bike.

Absolutely disgusting experience. I was excited to enrol in the bike rental with Swapfiets via Cycle to Work scheme. When I finally received my voucher and got to request my subscription, the summary page informed me there is NO upfront cost and it’s £59.90 per month (which should be fully covered by my voucher for 6 months). I applied my voucher successfully and received a confirmation notification saying: “you'll get your first month free and save the remaining £329.50 next month.”. Unfortunately, this was not the case. Swapfiets decided to charge me additional £59.90 upfront ON MY CREDIT CARD without ever disclosing what the charge is. It’s not mentioned on my Cycle to Work certificate, it wasn’t mention on Swapfiets summary page when subscribing, it’s not mentioned in ToS. And it actually goes against Department for Transport who clearly states that the entire value must be included in my certificate and adding funds is not possible. I decided I should call Swapfiets and rectify it. My first attempt was on Friday at 5.30PM. I was greeted with an automatic message saying: “we are currently closed. Please call us during our opening hours Monday to Friday 8AM till 6.30PM and Saturdays [don’t remember the time]”. This was already weird since it was meant to be still open, I thought I misheard something so I checked the support website, which states the opening hours are Mon-Fri 8AM to 9PM- again very different times. I was already worried at this point. The next day comes, I tried calling again, only to be left on hold for 15mins TWICE with call automatically hanging up with no response. Finally on the third attempt and one hour later I managed to get in touch with a representative. When I asked why was this charged on my credit card and not the voucher and what am I actually being charged for, the response I received was just beyond rude. I was told: “This is how it is” and that I was charged for the month of May (bear in mind it’s already 18th May and I didn’t even get the bicycle yet). I tried rectifying it, but the representative was absolutely not interested in helping me, therefore, I asked for my subscription to be cancelled, within one second I was informed my subscription is cancelled and my account is deleted with the rude tone of voice. I am now left with unusable Cycle to Work voucher, no bicycle, I did not receive any confirmation email if I will receive the refund of my £59.90. Overall, I am happy that my experience with Swapfiets was so short, and cannot wait to move forward to and hire a bike from another company. I can’t believe this is how you treat your new customer and try to scam people. I can’t even imagine how bad it must be if you are already locked in the contract. I’m genuinely glad and relieved that this company showed it’s true value at the very beginning when I still had a chance to escape it. And just a couple of words that Swapfiets should get familiar with: TRANSPARENCY and KINDNESS

Saddened to leave such a bad review for what I believe to be a great transport innovation for cities.

The chain lock of my securely locked (with both locks) Power 1 bike was cut through with bolt cutters and both bike and battery were stolen from my property.

They have a separate theft insurance on top of an already expensive subscription fee which they failed to disclose at the time of enrolment. Without this cover the cost to replace bike and battery is £500+, despite it being Swapfiet's locking system that failed. They reject any liability for this.

I enrolled onto what I believed to be a fair and genuinely genius subscription service that offered everything I needed without an upfront cost of a new bike – I am now left with a £500+ bill and nothing to show for it. The average cost of a basic new electric bike is £500.

The Power bikes have GPS tracking on them but sadly stopped working the instant the bike was stolen...

Their terms and conditions are misleading and unfairly penalise its users through disproportionate fees. I am now out of pocket and they did not even replace the bike for the remainder of my subscription.

Customer service is responsive and informative.

Until they re-evaluate their insurance policy or enforce compulsory disclosing of theft insurance for staff at the time of enrolment, my advice would be to avoid for now and just buy a basic E-bike with proper locks.

You have to pay the costs for a stolen bike, it's not reasonable. I had the bike for 1 day, I fastened it properly with 2 locks, it was stolen from me from work, I immediately reported the keys and gave them back, I have to pay over PLN 500 for the bike and batteries, is this normal? The company should be insured!

Very good service

Great swap service - thanks Slava 👍