Ik was te vroeg voor mijn afspraak, maar ik hoefde helemaal niet te wachten en werd direct geholpen. Het personeel was uiterst vriendelijk en oplossingsgericht. Nadat het probleem was verholpen, hebbe... Se mer
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Er werd van tevoren een duidelijke tijdspanne aangegeven waarin hij langs zou komen. Van te voren netjes een sms’je dat hij er over 10 minuten zou zijn. De fiets was wat beschadigd en had een lekke... Se mer
Wauw wat een zooitje ongeregeld, Duurste E bike gehuurd, en een kapotte oplader meegekregen ( vrijdagmiddag ) en als ik vandaag om 19 u reclameer wordt het volgende geschreven!!!!! Ik mag blij zijn al... Se mer
amazing help from staff, super helpful and accurate on the info flow. thank you!! side not: I was not sure how to book appointment at location instead of store, app was not clear enough. i was luck... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
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.
Kontaktuppgifter
Nederländerna
- support.nl@swapfiets.com
- swapfiets.nl
4,1
Bra
4 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 97 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Service issue
The service wasn't as good as I had expected.... When I came in with a tyre that wouldn't pump, and was a little flat when I rode it. I asked for help, but it was made worse... they gave it back entirely flat and told me they couldn't help me. I had to say no, give me another bike, until they found another bike. But the condition of my new bike isn't good. The pedal is a little bent up, and the hand break moves up and down, the tyre is just as flat as my previous bike. A little too many issues for the fact I pay so much money per month...however, they were very busy and I appreciate that they helped me after I prompted them. I just didn't appreciate that they initially made it worse, and sent me off.
19 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Jensen,
Thank you for sharing your feedback with us. We are sorry to hear about your recent experience at our store and that the swap did not go smoothly.
We understand your frustration regarding the state of your replacement bike, especially given the monthly subscription fee. While we are glad the team was able to assist you when it was busy, this is not the level of service we aim to provide. We will note this feedback internally for improvement so we can work on our service moving forward.
Please reach out to our customer service team or make a new appointment so we can help resolve the issues with your current bike as soon as possible.
Best regards,
Team Swapfiets
I learned about the company through a friend who had also benefited from the company's service
I learned about the company through a friend, and I had a great experience with their organization and operations. I was also very happy with the bike I received. Congratulations and best of luck to the whole team for their work. Thank you.
19 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi katunda,
Thank you so much for sharing your experience! We are thrilled to hear that you love your bike and that you had such a great impression of our company. A big thank you as well to your friend for recommending us!
Best,
Team Swapfiets
Svar från Swapfiets Nederland
Hi Thomas,
Thank you for the review! We are glad we could provide you with good and quick service. Have a wonderful day and happy riding!
Best,
Team Swapfiets
Very kind staffs
16 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Anne,
Thank you for the kind note! Our team always aims to bring good vibes, so we are happy to hear you had a great experience with our staff.
Best,
Team Swapfiets
Goede service en geen verassingen…
Goede service en geen verassingen achteraf.
18 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hoi Frank,
Bedankt voor je mooie review! Fijn om te horen dat je tevreden bent over onze service en dat alles duidelijk voor je was zonder verrassingen achteraf. Veel plezier met je fiets!
Groetjes,
Team Swapfiets
Great experience
Great experience! Great service! My key locker was not working well you juat changed my bike for 2 minutes from my house im very greatfull ! I dont go to work with agency bike im not getting tired because of it thank you!
19 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Tsvetan,
Thank you so much for this wonderful feedback! We are thrilled that we could swap your bike so quickly and help keep your work commute smooth and effortless.
Best,
Team Swapfiets
Svar från Swapfiets Nederland
Hi Lucia,
Thank you for the review! We are super glad to hear that you enjoyed our quick service and found our team nice. Have a great ride!
Best,
Team Swapfiets
The lady who helped me listened to all…
The lady who helped me listened to all my concerns, was very methodical in reviewing them, pinpointed what was wrong wring and immediately took action. It was quick and pleasant and all my concerns and requests were addressed
17 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Ceren,
Thank you for taking the time to share your experience! We are delighted to hear that our team member was able to listen to your concerns, address everything methodically, and get you sorted out right away.
Best,
Team Swapfiets
Really efficient service
Really efficient service - I got a next day appointment and I came in with my bike after it had been hit, I was given a new one immediately. So luckily I wasn’t even a full day without a working bike
14 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi there,
Thank you so much for sharing your story! We are really glad we could get you booked in for a next-day appointment and swap your bike right away so you didn't have to miss out on riding.
Best,
Team Swapfiets
The service is great they help a lot
14 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Wafa,
Thank you so much for the kind words! We are delighted to hear that our team has been so helpful to you. Enjoy the ride!
Cheers,
Team Swapfiets
Not happy with their service at all
Not happy with their service at all. Old bicycles are slow, I would like a new one, but those all comes with no paddle break. The bicycle I got the last time full of scratches. When I pay more than 700 euros per month, I expect better quality.
16 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi there,
Thank you for taking the time to share your feedback with us.
We understand your disappointment regarding the state of the bike you received and the current bike models available. Because our system is based on circular use, our bicycles rotate between members. While we cannot guarantee a brand-new bike, we always strive to ensure every bike is in good working order.
If your current bicycle is not functioning properly, you can easily make an appointment through our app to have it repaired or swapped for a well-working one. We will also note your comments regarding the bike models and overall experience internally so we can keep working on improving our service.
If you have any further questions or need help with your current bike, please feel free to reach out to our customer service directly.
Best regards,
Team Swapfiets
Great quick service
Great quick service, friendly staff and any problems get fixed immediately
14 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Jan,
Thank you for leaving such a great review! We are super happy to hear that our staff took great care of you and got everything sorted right away.
Cheers,
Team Swapfiets
Two weeks with Swapfiets and FOUR…
Two weeks with Swapfiets and FOUR ruined polo shirts later, I am absolutely done with this nonsense.
The bike itself is not broken. The problem is the absurd amount of black grease that was apparently applied to it before it was handed over to me.
And what have I done to get covered in grease? Nothing unusual. I remove the battery. I put the battery back in. I use the chain lock. That is literally it.
Those completely normal actions have already resulted in FOUR polo shirts being stained with black grease that does not come out in the wash.
As if that were not ridiculous enough, my partner simply brushed her white €90 bag against the bike and now that is covered in black grease too.
How is this considered acceptable preparation of a CITY BIKE?
I pay a monthly subscription because I need this bicycle to get to work. I did not subscribe to a service where simply using the product as intended means constantly checking whether I have destroyed another piece of clothing.
Four polo shirts and a €90 bag affected in TWO WEEKS.
I am not even asking Swapfiets to reimburse me for those belongings. I am asking for something considerably more basic: GIVE ME A BIKE I CAN ACTUALLY USE WITHOUT COVERING MYSELF AND EVERYTHING AROUND IT IN BLACK GREASE.
Perhaps it would also be worth making sure that whoever prepares these bikes understands the difference between properly lubricating a bicycle and practically bathing the entire thing in grease.
For a company whose entire business consists of renting bicycles that people use every day, this level of care is embarrassing.
I want an actual solution, not a generic apology copied and pasted underneath this review.
1 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi there,
Thank you for sharing your experience. We understand your frustration regarding the excess grease on your bike and the damage caused to your clothes and bag.
To resolve this right away, please make an appointment through our app to visit one of our stores. Our team can replace the bicycle or clean off the excess grease for you. You can also mention this situation in the notes of your appointment so the store team is aware when you arrive.
We will also note your feedback internally so we can look into our preparation process and continue to improve our service.
If you need any further assistance with your appointment, please reach out to our customer service directly.
Best regards,
Team Swapfiets
Super was er even om mijn band op te…
Super was er even om mijn band op te laten pompen.
Aardige jongens allebei de banden even gedaan!
Rijd weer prima.
14 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hoi Anita,
Wat fijn om to horen! Super dat de jongens je zo snel hebben geholpen met het oppompen van je banden zodat je weer lekker op weg kon. Veel plezier met fietsen!
Groetjes,
Team Swapfiets
Amazing company and very friendly staff.
Amazing company and very friendly staff.
14 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Eslam,
Thank you so much for the wonderful feedback! We are thrilled to hear that you had such a great experience with our team.
Cheers,
Team Swapfiets
The employee swiftly came to the same…
The employee swiftly came to the same conclusion which I had -- that the bike needs to be changed. When an hour later I came back with a problem with the new bike, he quickly fixed it and tested it for me
13 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi Vladimir,
Thank you for sharing your experience! We are glad our colleague was able to assist you quickly, swap out the bike, and make sure the new one was completely road-ready for you.
Cheers,
Team Swapfiets
Everything perfect
7 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi there,
Thank you so much for the 5-star rating! We are thrilled to hear that everything was perfect.
Cheers,
Team Swapfiets
Everything is fine
6 maj 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi there,
Thanks for taking the time to leave a review! We're happy to hear that everything went smoothly for you.
Cheers,
Team Swapfiets
Customer service
I used Swapfiets for around six or seven months, and overall, my experience was good. The bike was functional and everything worked well. I only needed a repair once, for the light, and the process was easy: I made an appointment and they fixed it without any issues.
The only thing I would strongly recommend changing is the cancellation/return policy. I cancelled my bike at the beginning of September, around the 3rd or 4th, and I returned the bike during the same month. However, I still have to pay for the entire month of September, until October, even though I have already returned the bike and will not be using the service anymore.
I understand that there are cancellation rules and notice periods, but I don't think it makes any sense to pay for an entire month for something that I have already returned and will no longer use. This is the only thing I would change about my experience with Swapfiets. I really think there should be some flexibility or an option to adjust this in situations like mine, because from a customer's perspective, it simply doesn't make sense.
Apart from this, I had a good experience with Swapfiets.
12 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Hi there,
Thank you for sharing your experience with us! We are glad to hear that your bike served you well over those months and that your light repair was handled quickly and easily.
We also really appreciate your candid feedback regarding our cancellation and notice period policy. We understand how frustrating it can feel to pay for the remainder of a billing cycle after returning a bike, and we will pass your thoughts along to our team as we continuously look for ways to improve our service and customer experience.
Thank you again for riding with us, and we wish you all the best!
Cheers,
Team Swapfiets
Fietsverhuur! Geen bike as a service!
Bike as a service? Dat zou inhouden dat je altijd een fiets ter beschikking hebt. Het is me nu twee keer overkomen dat ik afspraak voor vervanging maak, thuis blijf en ik 20 (!) minuten na de deadline van de afspraak een bericht krijg dat de afspraak niet doorgaat. De laatste keer stuurde ik 5 minuten na de afspraak een whatsapp met de vraag of ik ze niet gemist had. 'Nee hoor, de swapper is iets later, je afspraak staat er gewoon in.' 15 minuten later: afspraak gecanceld. En daarna geen contact meer via whatsapp. Dan meer bellen. Eerste keer iemand aan de telefoon, die zou gaan bellen met de swapper en 5 minuten later laten horen. Half uur later, zelf maar weer teruggebeld en slap bericht dat ze de swapper niet aan de telefoon kregen. Kortom: Als je niet in de buurt van een winkel bent, niet doen.
Dit is geen bike as a service maar gewoon een fietsverhuur. Pretendeer dan ook niets meer te zijn dan dat.
11 september 2026
Omdöme utan inbjudan
Svar från Swapfiets Nederland
Beste Sjoerd,
Bedankt voor je bericht. Wat vervelend om te horen dat je afspraken voor een vervangende fiets kort van tevoren zijn geannuleerd en dat de communicatie hierover niet goed is verlopen. We begrijpen dat dit erg frustrerend is, zeker wanneer je hiervoor thuis blijft.
Het is uiteraard niet de bedoeling dat de service zo verloopt. We nemen je feedback over het annuleren van de afspraken en de bereikbaarheid via WhatsApp en telefoon intern mee.
Mocht je hier nog vragen over hebben of willen dat we even meekijken met je situatie, neem dan gerust contact op met onze klantenservice. We helpen je graag verder.
Met vriendelijke groet,
Team Swapfiets
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