The person was very professional and respectful. They solved my issue very quickly. I did not give 5 because i had to wait for an extra hour which was not convenient but it was very good otherwise
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m totally satisfied with my subscription, but i had some minor issues yesterday. I had booked the cheapest bike for the city but when i went to pick it up i realised it was too tall for me even thou... See more
Company replied
I found everything with swapfiets. I took power 1,beautiful color of the bicycle, have what you need, fast ,stable and reliable. Good price also. Yoi can have subscription or without. Customer ser... See more
Company replied
The bikes are working good and of good quality for a moderate price. When the bike gets broken or stolen it's easy to get replacement withing a few days right at my doorstep. The personnel is usually... See more
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Company details
Written by the company
Swapfiets is 's werelds eerste ‘bicycle as a service’ bedrijf. Opgericht in 2014 in Nederland, groeide de scale-up snel uit tot een van de meest toonaangevende leveranciers van micromobiliteit in Europa met sinds september 2020 meer dan 220.000 leden in Nederland, Duitsland, België, Denemarken, Frankrijk en Italië. Het concept van Swapfiets is vrij eenvoudig: voor een maandelijks vast bedrag hebben Swapfiets-leden altijd een werkende fiets. En zijn er onverhoopt problemen, dan wordt de tweewieler binnen 48 uur gerepareerd of direct vervangen zonder extra kosten. Swapfiets is in Nederland beschikbaar in meer dan 25 steden.
Contact info
Netherlands
- support.nl@swapfiets.com
- swapfiets.nl
4.1
Great
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
The staff are super helpful and quick…
The staff are super helpful and quick to turn around the customers. Always have the best staff.
May 16, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for taking the time to share this. We are very proud of our team, so hearing that you always find our staff super helpful and quick is the best compliment we could get. We will definitely keep up the good work.
Best,
Team Swapfiets
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Reply from Swapfiets Nederland
Hi there!
Thank you for your review. We really appreciate your kind words about our staff and are glad to hear that you always appreciate the service.
Best,
Team Swapfiets
Positivity
Really efficient and helpful, very kind and polite. Very pleasant experience with the service. Smile and good mood is also important.
May 12, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you so much for your kind words. We completely agree that a smile and a good mood make all the difference, so we are delighted to hear that you had such a pleasant, efficient, and polite experience with our service.
Best,
Team Swapfiets
Great service but dirty looking bike
The staff was very available when I went to pick up the bike.
I'm just not very satisfied with the bike as it looks very used and I still see dirt on it. Not a good first impression.
The bike lock also looks worn out
May 12, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thanks for sharing your feedback. We are sorry to hear that your bike did not meet your expectations regarding cleanliness and that the lock looks worn out. This is not the first impression we want to make. We will note this internally for improvement. If you continue to experience issues with the bike or the lock, please reach out to our customer service so we can see how we can help.
Best regards,
Team Swapfiets
Check-up with great service
I had a spring check-up done. The approach was pleasant with fast service, clear explanations and a description of the issues. Afterwards, swap for another bike — excellently tuned, with new and fully functioning components.
May 11, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for sharing your experience with your spring check-up. We are glad to hear you received fast service and clear explanations. It is great to know that your swapped bike is excellently tuned and performing well with its new components.
Happy cycling!
Best,
Team Swapfiets
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The bike is very good once you're…
The bike is very good once you're driving it. The battery is a bit heavy then to carry it though
May 11, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for your review. We are glad to hear that you are enjoying the ride on your bike. We completely understand that the battery can feel a bit heavy to carry around, but we hope the powerful support it gives you during your rides makes up for it.
Best,
Team Swapfiets
I would recommend it short term only
I would recommend it short term only. Bikes are not good quality and they break easily, and scheduling a repair always takes time, so it isnt handy. What is positive - they dont get stollen.
May 14, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for your review. We are sorry to hear that you have experienced issues with the quality of our bikes and the scheduling times for repairs. We always aim to provide a smooth experience, and we will look into things to see how we can improve our service and repair availability.
Best regards,
Team Swapfiets
Bikes ok service bad
We booked a bike in September with the basket and there was no basket.
The first payment was by card. We have no idea what happened but the payment didn't go through and nobody told us and we were charged the double for that. 100% of interest (?). I tried recently to contact you by WhatsApp as i did in the past and now there is wheelie who asks for the last card numbers just to connect one with a human. In fact I never get to speak with a human. Honestly what is this trend of making a customer service less and less approachable? So in few words: bikes ok service not that good.
May 4, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for bringing this to our attention. We are sorry to hear about the missing basket, the issue with your payment, and your experience with our customer service. This is certainly not the standard we aim for. Regarding the automated assistant, it is designed to gather details safely to route you correctly, but we understand your frustration if it felt unapproachable. Because we need to look into your specific account details and the billing issue, please reach out to us directly through our official customer service channels so we can take a closer look and help resolve this for you.
Best regards,
Team Swapfiets
This was the worst customer service I…
This was the worst customer service I have ever experienced. They were completely disrespectful and rude. Furthermore, all fees are hidden when renting a bike.
May 12, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
It is very disappointing to hear that you had a negative experience with our customer service and that you felt treated disrespectfully. This is certainly not the standard we aim for.
Regarding the fees, we try to be as clear as possible about our pricing structure and any additional costs that may apply depending on the situation. We will note your feedback regarding the visibility of these costs internally for improvement.
We would like to look into this further for you. Please reach out to us directly through our official customer service channels so we can investigate what happened and assist you further.
Best regards, Team Swapfiets
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The customer care was friendly and…
The customer care was friendly and speedy. As a new customer, they helped me through the process very patiently. Once I arrived at the store, the whole process was smooth and hurdle free. The personnel at the store were also very patient and friendly with me as I had some issues with my sim verification. Lastly, the bike is in beautiful shape. It's made my travel around the town very comfortable and and looking at the way it's maintained, I'm sure the service would be great as well.
May 6, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Welcome to Swapfiets, and thank you for such a detailed and wonderful review. We are so glad to hear that our team was able to help you patiently through the registration process and the SIM verification at the store. It is fantastic to know that everything went smoothly and that you are now enjoying a comfortable ride on a beautifully maintained bike.
Enjoy your travels around town!
Best,
Team Swapfiets
Quick & clear service
Quick service. I got the bike quickly and when I wanted to make a change it was accommodated.
May 11, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for your feedback. We are glad to hear that you received quick service and that we could accommodate your request when you wanted to make a change.
Best,
Team Swapfiets
The waiting time for repairing is too…
The waiting time for repairing is too long.
On 30.04 the closest appointment was available on 12.05, which I booked. But they've cancelled it the day before.
They used to be better with that. DO NOT RENT FROM THEM.
Upd: I've read other reviews. I would like to add that I don't just hate your service, but also all those 'polite replies' here.
May 12, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Andrey,
Thank you for sharing your feedback with us.
It's a shame to hear that your appointment was cancelled shortly before it was supposed to happen, especially after waiting since the end of April. We completely understand that this causes significant inconvenience when you want your bike to function properly.
We have noted your comments regarding the waiting times and the cancellation. While we aim to help everyone as quickly as possible, we're sorry that we could not meet your expectations on this occasion.
If your bike still requires service, please reach out to us directly so we can look into the current possibilities for you.
Kind regards,
Team Swapfiets
It’s was great
May 8, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you so much for the positive review. We are happy to hear that everything was great.
Best,
Team Swapfiets
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Reply from Swapfiets Nederland
Hi there!
Thank you for sharing your experience. We are glad to hear you enjoyed our fast service and friendly staff.
Best,
Team Swapfiets
Honestly this is the best choice…
Honestly this is the best choice possibile if you want to rent a bike.
Even if you have a small problem they adjust it in one second or they even give you a new bike. Amazing!
May 1, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you so much for the high praise. We are thrilled to hear that you consider us the best choice for renting a bike and that you enjoy our quick service and swaps. That is exactly what worry-free biking is all about.
Best,
Team Swapfiets
Excellent service both at the point and…
Excellent service both at the point and online assistance.
May 8, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for your feedback. We are delighted to hear that you experienced excellent service both from our online assistance team and in person at our location.
Best,
Team Swapfiets
Great Service
Everyone is always super helpful, super nice and polite, and very fast at fixing every problem I have! More than worth having my own bike. And you get to support student jobs too!
May 7, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you so much for this amazing review. We are thrilled to hear that our team is always super helpful, nice, and fast at resolving any issues for you. It is also wonderful that you value the support we provide for student jobs. We love keeping you riding worry-free!
Best,
Team Swapfiets
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Purchasing a subscription is easy and…
Purchasing a subscription is easy and quick, picking up the bike was also quick, the service was nice.
May 2, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for sharing your experience. We are glad to hear that creating your subscription was quick and easy, and that you enjoyed our fast pickup and friendly service.
Best,
Team Swapfiets
Happy with Swapfiets staff
Staff is really helpful, I hope they get paid fairly
May 6, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there!
Thank you for your review. We are very happy to hear that you found our staff really helpful, and we truly appreciate your kind thoughts regarding our team.
Best,
Team Swapfiets
I’m extremely disappointed with the…
I’m extremely disappointed with the service.
After losing my key, I waited a full week for a replacement—only to receive a key that didn’t work. I then had to walk all the way back to where the bike was parked to test it, carrying groceries and being pregnant, only to find out it still didn’t work because of their mistake. I ended up having to carry everything back home.
I asked for a reasonable solution: deliver a working bike to my home and I would return the incorrect key there. This was refused. Instead, I was asked to go back again and return the key myself. I agreed, even though it shouldn’t have been necessary.
Then things got worse. They told me they couldn’t arrange an appointment because the bike was “too close” to a shop (around 300 meters), and due to permit issues, they expected me—while pregnant—to drag the bike myself. This is completely unreasonable.
They said they understood my situation and would follow up with a solution, but never called back. I’ve spent a long time waiting on the phone and trying to reach them via WhatsApp, where they claim to be available, but there’s no response.
This is not a minor inconvenience—this is my main mode of transport, and I pay a reasonable monthly fee for this service specifically to avoid problems like this. The lack of accountability, poor communication, and complete disregard for the customer’s situation is unacceptable.
I expected much better.
May 4, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
It is disappointing to hear that the process regarding your key and the communication surrounding it has been so difficult. We understand that this has caused a very frustrating situation, especially considering your personal circumstances and the fact that you rely on your bike for your daily transport.
It is unfortunate that the solutions offered did not meet your expectations and that the promised follow-up did not take place. We will note this internally for improvement regarding our service and communication. Regarding the rules for appointments and permits, these are in place to make our operations possible, but we understand that in your case, this caused significant inconvenience.
If the situation has not been fully resolved yet, we would like to ask you to reach out to our customer service again through the official channels so we can take a closer look at the current status of your account and the bike.
Best regards, Team Swapfiets
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