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 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Swapfiets brought my bike to my…
Swapfiets brought my bike to my apartment within the given time period. It was such a smooth and easy process
April 10, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi! We’re glad the delivery was punctual and easy. Welcome to the family and enjoy the ride!
Best,
Team Swapfiets
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the bikes are very bad quality
the bikes are very bad quality. they break often (like every few months) and it takes time to receive another one.
they're difficult to handle, and the handle height can't be properly adjusted. If you want an omafiets they don't have that.
I would not recommend for everyday use in the rush hours in Amsterdam. The effort needed to pedal them is higher than any other bikes I used. If you want to get from point A to point B fast it will not be fun, it will difficult and a workout, even when changing the speed. If you use it as transportation, then I would not recommend it.
I really gave it a try over the course of 1. 5+ years with multiple bikes from them. I also gave myself time to get used to it. For every single use, the bike just made the entire process a chore and it was very disheartening when the bike just broke in the middle of the road (broken wheel, off-center handle etc.) A few times I was in danger of accident.
TLDR: the bikes are low quality; not suitable for day to day transportation
April 16, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for sharing your detailed feedback. We are sincerely sorry to hear that your experience over the last year and a half has been so disheartening and that you felt unsafe; your safety is our top priority.
While our bikes are "pre-loved" and may show some wear, they should always be fully functional and safe for Amsterdam traffic. We’d like to clarify a few points that might help: we actually do offer an "Original" model which is the classic omafiets style, and our mechanics can always adjust the handlebar height to make your ride more comfortable, you can simply book an appointment for this.
We understand that the pedaling effort felt higher than expected, and we appreciate you giving our bikes a try for so long. We have taken note of your comments regarding the durability and handling of our bikes as we continue to improve our fleet.
If you are still a member and would like us to take a final look at your current bike or discuss the original pedal bike model, please reach out to our support team.
Best regards,
Team Swapfiets
A easier communication and fast…
A easier communication and fast organised support as a client
April 15, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Marcos,
Thank you for the feedback! We are glad to hear that you found our communication easy and our support well-organized. Keeping things simple and fast for our members is exactly what we aim for.
Happy cycling!
Best regards,
Team Swapfiets
Reply from Swapfiets Nederland
Hi Matty,
Thanks for the review! We’re happy to hear you had a pleasant experience with our team and that we could get you back on the road quickly. See you next time!
Best regards,
Team Swapfiets
Delayed the delivery of my bike 3 …
Delayed the delivery of my bike 3 times over several days
April 9, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for your feedback, and please accept our apologies for the repeated delays. Having your delivery rescheduled three times is incredibly frustrating, and we completely understand why this is an inconvenience for you.
While cancellations can unfortunately happen for various reasons, such as logistical shifts or unexpected staff shortages, we realize that three times in a row is far from the reliable service we aim to provide. We have taken note of your experience to help us improve our delivery scheduling and communication.
If your bike has not been delivered yet, please contact our support team directly so we can look into your situation and prioritize getting you on the road.
Best regards,
Team Swapfiets
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Good Deal But Too bureaucratic and last minute add-on charges.
A bit bureaucratic and unexpected last minute add-on charges.
Some appointments are offered on the website but not available when attempting to book. The promoted charge is around 25 euros per month but the first bill ended up at about 55 euros. I prefer all these details disclosed up front.
Obviously Swapfiets is a good deal, but I prefer the extra charges for the basket and insurance included upfront.
Maybe give a free Swapfiets bungee cord with the basket. Probably would cost 50 cents and creates a lot of good will.
The bike is useful and gets me around.
April 9, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Mark,
Thank you for your honest feedback. We are glad to hear the bike is proving useful for you, but we understand how a higher-than-expected first bill can be a surprise.
To clarify, the first invoice often includes both the remaining days of your starting month plus the full following month, which is why the total can appear higher than the monthly rate. Additionally, features like the basket and insurance are optional add-ons. While these are listed separately during the sign-up process, we appreciate your feedback that you'd prefer them to be even more prominent upfront.
If you would like a detailed breakdown of your specific charges to ensure everything is correct, please feel free to contact our customer service team. They would be happy to walk you through the invoice!
We also love the creative idea about the bungee cord! We've taken note of that suggestion, as we're always looking for small ways to improve the experience for our members.
Happy cycling!
Best regards,
Team Swapfiets
Quick, friendly, funny
April 13, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi! Thanks for the great review! Quick, friendly, and even a little bit funny—that's exactly the kind of experience we love to provide. Enjoy the ride!
Best,
Team Swapfiets
Reliable bikes, but failed field service and one-sided accountability
A disappointing experience with Swapfiets’ service reliability and dispute resolution. My bike was unusable for 12 days due to a flat tire. Despite being a 'mobility' service, two repair appointments were cancelled by Swapfiets at the last minute without any proactive communication.
The company's response to this failure has been unsatisfactory. While they charge customers €20 for missing an appointment, they refuse to apply a reciprocal standard when they miss their own appointments. Their support team has issued a 'final decision' refusing to provide fair compensation for the repeated scheduling failures or the additional transportation costs I incurred. This one-sided approach to their terms and conditions makes the service difficult to recommend for those who require a dependable daily commute.
April 12, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for your detailed feedback. We sincerely apologize for the frustration caused by your recent experience with our field service. We completely understand that relying on your bike for daily travel makes a 12-day outage and repeated appointment cancellations especially difficult.
We appreciate the point you’ve raised regarding reciprocal accountability. While we do not currently have a policy that mirrors the "no-show" fee for our service appointments, we do aim to take responsibility when our service falls short. In your case, we have applied a credit to your account to cover the entire period the bike was unusable, ensuring you did not pay for the service during that time.
Regarding the lack of notifications for the cancellations, we hear you loud and clear. It is not our standard to have appointments disappear without direct communication. We have noted this internally to address how our system alerts members when scheduling conflicts arise.
We value your feedback as it helps us identify exactly where our worry-free promise needs more work. We hope to provide you with a much more reliable experience moving forward.
Best regards,
Team Swapfiets
great company
April 7, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Bora!
Thank you so much for the compliment. Wishing you many happy rides.
Cheers,
Team Swapfiets
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waste of time
On Friday at 6 AM I registered, paid, and made an appointment to pick up the bicycle on Saturday at 1:30 PM at the store. On Saturday around 12 PM I received an email saying it was canceled, I don't know why, it was canceled. I contacted them via WhatsApp. The response I received was that there were bicycles available, I just had to make a new appointment. That was the last thing they told me. I waited about 45 minutes without a response. I called them and now there were no more bikes available, only on Monday around 9 or 10 AM. I have to be at work at 6 AM, which is 14 km from my house. What am I trying to say? Why do I have to pay in advance and make an appointment for a service that may or may not be available...?
April 11, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for sharing your experience, and please accept our sincerest apologies. We completely understand your frustration, especially when you are relying on a bike to get to work.
Appointments can unfortunately be canceled for various reasons, including unexpected staff illness, which can sometimes happen at the last minute and is difficult to communicate earlier. However, we realize this left you in a very difficult position regarding your commute.
We clearly missed the mark on ensuring the bike was ready for your specific time slot. If you haven't been able to secure a new appointment that fits your work schedule yet, please reach out to our support team directly. We want to do our best to find a solution that gets you on the road as soon as possible.
Best regards,
Team Swapfiets
OLD bike - not worth the money
It was not clear from reservation process that the bike is not new (I could have checked better of course); but not only it's OLD, it also came dirty, nobody even bothered to clean it after the previous owner. Gears work but not smooth. - Not worth the money.
I signed contract with cancellation after 6 months and do not have full theft protection. Considering the above, I could just buy simple NEW bike for the same accumulative price in Decathlon.
March 22, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Daria,
Thank you for taking the time to share your feedback. We are truly sorry to hear that your bike arrived dirty. That is not our standard, and we sincerely apologize that it wasn't properly cleaned before being handed over to you.
To explain a bit more about how our service works: our bikes are indeed "pre-loved." We operate on a circular, sustainable model, which means we continually refurbish and reuse our fleet. Because of this, our bikes often have some cosmetic signs of previous use.
However, while a bike may not look brand new, it should absolutely always be mechanically perfect. If your gears are not shifting smoothly, that is a technical issue we want to resolve right away. Please book a repair or swap appointment through our app so our mechanics can either fix the gears or provide you with a bike that rides smoothly!
Best regards,
Team Swapfiets
Easy to use service
Easy to use service. They provide a great bike and you don’t have to worry about repairs and maintenance.
April 10, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Márton!
Thank you for sharing your experience. You hit the nail on the head: having a reliable bike without the stress of maintenance or unexpected repair costs is exactly what Swapfiets is all about! We're so glad our service is making your life a bit easier. Happy cycling!
Best regards,
Team Swapfiets
Thanks for having amazing service!!
The guy who took care of me was brilliant, friendly and very helpful, Thanks!!
April 9, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Pedro!
Thank you for the wonderful review. We are so happy to hear that our colleague provided you with such brilliant and friendly service.
Enjoy your rides.
Best regards,
Team Swapfiets
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the representative was very cordial and…
the representative was very cordial and efficient at his job also very polite
April 4, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Petros!
Thanks for the great feedback. We're thrilled that our representative was so polite, cordial, and efficient in getting you sorted out. Happy cycling!
Best,
Team Swapfiets
Even my visit was extremely close to…
Even my visit was extremely close to closing time I still received the same quality service as usual.
April 4, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi!
Thank you for the wonderful review. We are so glad to hear that our team provided you with the same high-quality service, even right before closing time. We always want to make sure you're well taken care of, no matter the hour! Happy cycling!
Best regards,
Team Swapfiets
Friendly
Friendly, efficient and frictionless
The technician who arrived to help with my bike not being registered to my account properly was very friendly and resolved my issue within 10 minutes.
April 7, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Daniel!
Thank you for the great feedback! We love the sound of "friendly, efficient, and frictionless." It's fantastic to hear that our technician was able to sort out the registration issue so quickly and get you back on track in just 10 minutes. Enjoy the ride!
Cheers,
Team Swapfiets
Reply from Swapfiets Nederland
Hi Amaan!
Thanks for the review. We're glad we could get your bike fixed up quickly and easily so you could get right back on the road. Safe travels!
Best,
Team Swapfiets
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The amazing staff at Ceinterurbaan 11
The staff at Ceinterurbaan 11 are phenomenal. I arrived in a mess and they solved my problems and had me out in 5 minutes. Unreal customer service
April 7, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Mark!
Wow, thank you for this amazing compliment! We're thrilled that the team at Ceintuurbaan could turn a stressful situation around and get you sorted out in just 5 minutes. We'll be sure to pass this fantastic feedback to the team there, they will be absolutely delighted! Happy cycling!
Best regards,
Team Swapfiets
Scammed me!
April 7, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for leaving a review, though we are very sorry to read that you feel this way!
Since we don't have any details about what happened or your account information here, we would really like to investigate this for you. Please reach out to our customer service team directly so we can look into your situation and help resolve any issues or misunderstandings.
We hope to hear from you soon so we can sort this out!
Best regards,
Team Swapfiets
Excellent service
Great staff , assisted in All requests and while explaining what I should take care of my bike
April 3, 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Antonios!
Thank you for the wonderful review. We're so glad our team could assist you with everything you needed and give you some helpful tips on how to best take care of your bike. Have a great time on the road!
Best regards,
Team Swapfiets
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