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
Great service and availability The staff is well trained, cordial and fast to solve problems. The overall business model is very efficient, with fair prices and well implemented. Will not need to thi... See more
incredible services within Swapfiets ... Staff always super friendly and appointments for service are available in next few days! I am using the electric bike and its really great! Thank you team Swap... 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
Company replied
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
4.2
Great
4K reviews
Replied to 99% of negative reviews
Typically replies within 1 week
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The bicycle was delivered very dirty
The bicycle was delivered very dirty, missing the basket as I have opted.
9 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi David,
Thank you for your honest feedback.
We are truly sorry to hear that your bike was delivered dirty and without the basket you requested. This is certainly not the fresh start we want for our riders, as we always aim to deliver our bikes clean, fully checked, and equipped with all your chosen accessories so you can hit the road right away.
Please reach out to our support team directly via phone or email. They will be more than happy to arrange for a basket to be fitted to your bike as quickly as possible and help get this sorted out for you.
Best regards.
Team Swapfiets
The prices are a bit too expensive to…
The prices are a bit too expensive to be honest. The all risk insurance could be worked on as well. Also the cancellation and subscription policy could be both more clear and flexible.
10 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Newton,
Thank you for your honest feedback.
We appreciate you sharing your thoughts on our pricing and insurance options. While our monthly fee is designed to cover the bike, ongoing maintenance, and repairs to offer a worry-free experience, we appreciate your perspective that the costs and the structure of the theft coverage could be improved.
We also hear your concerns regarding the clarity and flexibility of our cancellation and subscription policies. We always aim to be as transparent as possible about our terms, but your feedback is a great reminder that we can always communicate these more clearly and look for ways to make them more adaptable for our riders. We will certainly pass your insights along to our team as we continually work to improve our service and offer the best value possible.
Best regards.
Team Swapfiets
Great experience with Swapfiets again!
Great experience with Swapfiets again! Everything was great as always. The staff were professional, friendly, and very straightforward. They helped me quickly and made the whole process smooth and easy. Really appreciate the excellent service—highly recommend!
8 March 2025
Unprompted review
Reply from Swapfiets Nederland
Hi Bart,
Thank you for your fantastic review!
We are thrilled to hear that you had another great experience with us. It is wonderful to know that our team provided you with professional, friendly, and straightforward service to get you back on your way quickly. We really appreciate your continued support and your high recommendation!
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets Nederland
Hi Ida,
Thanks for your review!
We are so happy to hear that you are pleased with our great service and quick responses. Getting you the help you need efficiently is always our goal.
Enjoy the ride.
Team Swapfiets
incredible services within Swapfiets…
incredible services within Swapfiets ... Staff always super friendly and appointments for service are available in next few days! I am using the electric bike and its really great! Thank you team Swap Fiets !
2 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Yvonne,
Thank you for your fantastic review!
We are absolutely thrilled to hear that you are enjoying our incredible service and your electric bike. It is wonderful to know that our team's friendliness and the quick availability of service appointments have made such a positive impact on your experience. Providing a fast, friendly, and worry-free ride is exactly what we aim for.
Enjoy the ride.
Team Swapfiets
Friendly Staff, but Disappointing Bike Maintenance
The treat (person to person) is always very kind, quick and on time. But I think you can improve the quality of the service. My bike has old stickers marks, some peeled off areas and I got it quite dirty. At least for the first time you could hose the bikes you give anew..?
Then my (hand) break is not fully adjusted (too hard, you have to squeeze it all the way and when you get there almost does not break) and does not matter how many times I go, they repeat it is the best they can do, that now it breaks more or less... I really think it can be much better. We pay 25 euro/month, just to go once every couple of them to do small checkups and I expect a way better condition of my bike for this.
4 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Maria,
Thank you for your honest feedback.
We are truly sorry for the inconvenience you have experienced. While it is wonderful to hear that our team has always been kind and quick to help, we completely understand your disappointment regarding the initial condition of your bike. We always aim to hand over our bikes clean and ready to ride, and we will certainly take your feedback about the sticker marks and dirt to heart.
We also hear your frustration regarding the handbrake. You should always feel safe and confident that your brakes are working effectively, and it is definitely not ideal to have to squeeze the brake that hard. Unfortunately, if the bike is still not functioning properly, the best thing to do is to schedule a new appointment via the app so our mechanics can take another look at it or explore other options for you.
Best regards.
Team Swapfiets
Special shoutout to the staff at the…
Special shoutout to the staff at the Olympic Stadium shop — you are truly outstanding! Efficient, friendly, and always helpful. It makes such a difference!
Thank you for the consistently great service 🚲👏
3 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Leda,
Thank you so much for your wonderful review!
We are absolutely thrilled to hear your special shoutout for our team at the Olympic Stadium shop. They work hard to provide efficient, friendly, and consistently great service, and knowing that their efforts make such a big difference to your experience means the world to us. We will definitely pass your kind words on to them—it will absolutely make their day!
Enjoy the ride.
Team Swapfiets
The problem was solved quickly!
27 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Raniero,
Thank you for your review!
We are happy to hear that your problem was solved quickly. That is exactly the service we aim for!
Enjoy the ride.
Team Swapfiets
They scam through their subscription system
I was there only for a month and rented my bike for 3 weeks. The name of the package was ''cancel anytime'' and nobody told me I should inform my cancelation before 1 month. I thought ''I will use it only 3 weeks and I won't spend more than one month so I can cancel anytime''. But they asked me to pay the another month even though they got the bike back. I told them that they can rent the same bike to another person which is not ethical but they force me to pay another month. Their customer service is not definately friendly they just ask you to pay the money. They are technically scammers.
11 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Merve,
Thank you for your feedback.
We are sorry to hear about the confusion regarding the cancellation policy. While our flexible membership allows you to cancel monthly, there is indeed a standard one-month notice period. This means the contract legally continues for one month after you give notice, even if you choose to return the bike earlier than that date.
We understand this is frustrating if you only needed the bike for three weeks, but we try to be transparent about these terms upon sign-up. We certainly do not intend to come across as unfair, but we do have to stick to the agreement to keep our service running for everyone.
We're sorry for the inconvenience this may have caused.
Best regards.
Team Swapfiets
The service at Swapfiets is always…
The service at Swapfiets is always great. Super nice and helpful people, thank you!
1 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Jen,
Thank you for your lovely review!
We are thrilled to hear that you find our service great and our team super nice and helpful. We will be sure to pass your thanks on to them!
Enjoy the ride.
Team Swapfiets
super efficient
28 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Novianti,
Thank you for the review!
We love to hear that you found our service super efficient.
Enjoy the ride.
Team Swapfiets
Very good service for a fair rate
I’ve been using swapfiets already for 6 years! And I’m very happy. Good bikes, I feel more safe regarding my bike being stolen and it’s súper easy to fix and swap my bike. Good Job!
1 March 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Irene,
Thank you for your incredible loyalty!
Wow, 6 years – that is amazing! We are so happy to hear that you feel safe and supported by our service. Here is to many more years of happy riding!
Enjoy the ride.
Team Swapfiets
Dear Swapfiets team,
Dear Swapfiets team,
I would like to share some feedback regarding my recent experience in one of your stores.
I have been a customer for two years, renting bikes with Swapfiets, and I have always had a good experience until yesterday. I went to change my regular bike for an electric one, expecting it to be a positive and smooth experience.
Unfortunately, I felt uncomfortable with the way I was treated by the staff member who assisted me. Because I do not speak Dutch, I felt judged and treated differently, as if I had done something wrong. The attitude felt cold and dismissive, which made the situation very unpleasant.
I also did not understand why so much personal information was requested, when my identity could easily be verified through my ID and my account history, showing that I have been a loyal customer for two years without any issues.
This should have been a positive experience, but instead I left feeling disappointed and unwelcome, as if coming to the store had been a mistake.
I am sharing this not to create conflict, but because I believe in good customer service and respectful treatment for all customers, regardless of language.
Thank you for taking the time to read my feedback.
Kind regards,
Lujan Geis
28 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Lujan,
Thank you for your detailed feedback and for being a loyal customer for the past two years.
We are sincerely sorry to hear that your experience upgrading to an e-bike left you feeling unwelcome and judged. We want everyone to feel at home at Swapfiets, regardless of the language they speak, and a cold or dismissive attitude is certainly not the standard we aim for.
Regarding the personal information: upgrading to an e-bike often involves a new contract or additional checks due to the higher value of the bike, even for existing members. However, this process should always be explained clearly and respectfully, and never in a way that makes you feel suspected or uncomfortable.
We take your comments about the staff's attitude very seriously. Could you please contact us directly via email with details about your visit? We would like to address this to ensure our service remains inclusive and friendly for everyone.
Best regards and our apologies for this experience,
Team Swapfiets
I got a new bike because the lock on my…
I got a new bike because the lock on my previous bike was broken, the employee didn’t even ask me if the height of the saddle was okay and the handle was extremely low compared to the saddle, so i had to come back. On top of that the front wheel was making sound so i went back for the new bike. When i got the new bike, they said our technician will be done in 5minutes. While i was biking in rain, my handle suddenly twisted to the left and felt the break was loose. I immediately went back and the employee said the handle was super loose and this is very dangerous and they should’ve checked it before they gave it to me, and same goes for the break. I was happy with swapfiets for the past 6 months but now im just disappointed
26 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for your honest review.
We are sincerely sorry to hear about this series of unfortunate events. While having to return for saddle adjustments or noise is annoying, sending you out with a loose handlebar and brake is absolutely unacceptable. You are completely right: this is dangerous, especially in the rain, and it falls far below the safety standards we promise.
We are relieved that nothing bad happened, but we fully understand why your confidence in us has been shaken after six good months. We will address this to ensure strict safety checks are performed before our bikes leaves the store.
We hope you will give us the chance to regain your trust.
Best regards.
Team Swapfiets
Rude and shady staff
Not the first time I noticed a HUGE difference in treatment between nationals and expats/immigrants in the stores. Please train your employees on not to show off their racism.
27 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Fernando,
Thank you for your feedback.
We are very sorry to hear that you feel you were treated differently. We want to be an inclusive company where everyone feels welcome and receives the same high level of service, regardless of their background. Discrimination has no place at Swapfiets.
We take this feedback very seriously. Could you please contact us via email with details about when and where this happened? We would like to investigate this matter.
Best regards.
Team Swapfiets
Fast and friendly service
25 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Imke,
Thank you for your review!
We are happy to hear that you experienced fast and friendly service.
Enjoy the ride.
Team Swapfiets
They was so kind and so fast
They was so kind and so fast. I got another bicycle so they solved my problem by a minute. I m so grateful
27 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Mariann,
Thank you for your heartwarming review.
We are so glad we could get you a fresh bicycle within a minute and get you back on your way!
Enjoy the ride.
Team Swapfiets
I'm so happy with my new bike!
The ordering process is so easy and convenient, especially for students.
I liked the options that are already on the bike, like the lights and the double chain lock.
100% recommended!
27 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Delara,
Thank you for your detailed review and the 100% recommendation!
We are glad to hear that the ordering process was easy for you and that you appreciate the safety features like the double lock and lights.
Enjoy the ride.
Team Swapfiets
Convenient
Flexibility, worry-free and good bikes. Have nothing to complain about my time with Swapfiets. It is very convenient!
28 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Rodrigo,
Thank you for your great review!
We are very happy to hear that your time with us has been worry-free and convenient. That is exactly what we aim for!
Enjoy the ride.
Team Swapfiets
Amazing
Amazing - always kind and fast service at the Stadionweg location :)
26 February 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Nenad,
Thank you for your amazing review!
We will definitely pass your compliments on to our team at the Stadionweg location – they will be thrilled to hear they are providing such kind and fast service.
Enjoy the ride.
Team Swapfiets
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