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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Reply from Swapfiets Nederland
Hi Jack,
Thank you for the review!
Friendly and quick – that is exactly the combination we aim for. We are glad to hear you enjoyed the service.
Enjoy the ride.
Team Swapfiets
Accidentally lost my keys
Accidentally lost my keys, replacement keys took 4 days to arrive. When they came, they didn't work- couldn't unlock the bike. Contacted the office, and the earliest they could sort out my issue was after another 2 days. Whole week lost!
Further, the replacement ebike is extremely too hard to cycle. Looks the motor does not supply enough power to ease peddling, only attaining a maximumof 19 km/h. I kindly raised this point to the technicians at the shop in Nijmegen. They said the problem is me as I don't have enough energy to ride the bile!
8 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for your feedback.
We are sincerely sorry for the hassle with the keys. Waiting a week to get back on the road, especially when the first replacement keys didn't work, is incredibly frustrating, and we apologise for the delay.
Regarding the e-bike and the experience at the Nijmegen store: hearing that you were told "you don't have enough energy" is absolutely not the level of service or respect we expect from our team. An e-bike should easily assist you past 19 km/h without a struggle.
Since we cannot find the specific details of the bike's condition or conversations had with the store in our system, please reach out to our support team directly so we can assist you in scheduling an appointment to swap this bike for one that functions properly so you can ride comfortably again.
Kind regards,
Team Swapfiets
Perfect service !
22 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Justine,
Thank you! We aim for perfection.
Enjoy the ride.
Team Swapfiets
Bikes are affordable
The bike is really good but automatic monthly is a no for me
25 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Halimah,
Thank you for the 5 stars!
We are happy to hear you enjoy the quality of the bike. Regarding the payment: we use automatic monthly payments to keep the service seamless and ensure you never miss a deadline, but we understand that preferences differ. We appreciate you riding with us regardless!
Enjoy the ride.
Team Swapfiets
The service is great
The service is great, really easy to get your bike checked. The bike they gave me is a little old
20 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Nicole,
Thank you for your feedback!
We are happy to hear that you found the service great and easy to access. Regarding the bike: we believe in circularity, so we refurbish our bikes to give them a second life. However, they should always ride like new! If the age of the bike affects your riding experience or you are unhappy with it, please feel free to stop by, and we will look into swapping it for you.
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets Nederland
Hi Ionuț,
I don't think we could wish for anything more!
What a wonderful review!
I hope we are able to keep transforming your life for many years to come.
Your Swapfiets Team.
Service is very good
Service technician they were punctual, if they plan the route to come within time frame . It is always on time. They are efficient. They are really nice . They call us personally and wait for me to come because my bike stranded at work building and i need time to go down with the lift and past security checks . They still wait and services were done fast with bike replacement on the go .
23 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Dayang,
Thanks for the lovely review and for highlighting our on site service.
In order to offer a fully rounded service we can also come to you and the bike if you are not able to come to the store. This gives peace of mind that you will be helped regardless where you might need it!
Here's to many more years of extraordinary service!
Your Swapfiets Team
Reply from Swapfiets Nederland
Hi Rachel,
Well that just about sums us up! - thank you so much for your kind words.
Short, sweet and to the point.
For those looking for a fast, no fuss, efficient service we always try to get you in and out with the least fuss or inconvenience.
Your Swapfiets Team
I recently had to change my bike
I recently had to change my bike, and I booked an appointment at my address. Not only did I get an appointment only a few days after booking, but the staff was incredibly nice! I got a brand new bike in a few minutes. The service truly is great!
21 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Marie,
Thank you for the enthusiastic review!
We are so glad to hear that the home swap service worked out perfectly for you. Quick, friendly, and a fresh bike—that is exactly how we like it.
Enjoy the ride.
Team Swapfiets
Filthy e-bike on delivery
I received my e-bike, the delivery process itself was great and the team member was very nice. Unfortunately, the bike I received was absolutely filthy. It clearly had not been cleaned even slightly from the previous user. The mud guards were caked in thick dirt, the battery and handlebars still had built up sweat/dirt patches from the previous user. I hand cleaned the bike myself. So, I can't give 4 or 5 stars. The only reason it isn't 1 or 2 stars is because the care team on WhatsApp replied to my complaint within 5 minutes and offered a new bike delivery, which I refused as I had already cleaned the bike and it worked functionally fine.
21 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for sharing your experience.
We are glad to hear that the delivery team was friendly and that our WhatsApp support responded immediately to help you.
However, we are truly sorry that the bike arrived in such a state. That is absolutely not the standard we aim for; a bike should be clean and fresh when it arrives at your doorstep. We completely understand that this was a disappointment and that you couldn't give a higher rating because of it. It shouldn't be your job to clean the bike, so we appreciate the effort you put in.
We will make sure to address this internally to ensure better quality checks in the future.
We hope you can now fully enjoy the ride on your clean bike!
Kind regards,
Team Swapfiets
Great and easy experience picking up my new bike
Staff member was very helpful and set up my with my bike and on my way quickly
15 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Jarod,
Thank you for sharing your experience.
We are happy to hear our colleague got you set up and back on the road in no time. We will make sure to pass on the feedback.
Enjoy the ride.
Team Swapfiets
Very fast service
Very fast service, cheap and functional, heavily recommend!
17 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi there,
Thank you for the review and recommendation!
We are glad to hear you find the service fast and the bike functional.
Enjoy the ride.
Team Swapfiets
Life Saver
I've lost count of how many broken bikes I've had to deal with for the time I live in the netherlands. Broken tire, gear or lost key — they've given me ease on simply replacing my bike / sending by post the key. Which simply cannot be done with your own lock if you run out of replacements.
Everything is seamless and done through the app, and also they have a store/repair nearby which can be a major help for those in a hurry!
21 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Stella,
Thank you for this wonderful review!
We know the struggle of owning a bike in the Netherlands all too well! It is great to hear that our concept gives you that peace of mind. Whether it is a lost key or a flat tire, we are happy to have your back so you can keep moving without the stress.
Enjoy the ride.
Team Swapfiets
Reply from Swapfiets Nederland
Hi Michael,
Thank you for the review!
We are glad to hear that you appreciated the communication and service.
Enjoy the ride.
Team Swapfiets
Super easy and comfortable process! Great staff!
The whole process of getting my bike was very fast and went very smoothly. The lady helped me adjust the saddle to my comfort, and was super kind to explain and answer all my questions throughly!
20 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Sara,
Thank you for the lovely review!
It is great to hear that the pick-up process was fast and smooth. We are happy our colleague took the time to help you with the saddle and answer all your questions. We will make sure to pass on the compliment!
Enjoy the ride.
Team Swapfiets
The employees are super friendly
The employees are super friendly, the bike functions great. Very time-efficient experience as well.
19 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Nika,
Thank you for the positive review.
We know your time is valuable, so we are glad to hear the experience was efficient and the staff friendly.
Enjoy the ride.
Team Swapfiets
I am writing this review after repeated…
I am writing this review after repeated attempts to resolve the same issue through support and in-store visits.
I am using a Swapfiets bike with the professional subscription, which costs €189 per month, specifically because I rely on it for work, not for leisure. Reliability and battery performance are therefore critical for my income.
According to the information published on your website, the bike is advertised with a range of up to 160 km. In real-world conditions, my experience is drastically different. Even under normal usage, a fully charged battery struggles to reach 35 km, which is not even close to half of what is advertised.
This is not an isolated case. Over the past week alone, I had to visit the store three times, each time receiving a replacement battery (or bike) with similar or even worse performance. This clearly shows that the issue is systemic, not a single defective unit.
Anyone from the company could stop any delivery rider using the same bike on the street and ask a simple question:
“How many kilometers can you realistically get from one battery?”
The answer will be very far from what is advertised online.
What makes this even more frustrating is that, despite paying for a premium/professional service:
There is no option for a second battery
No guarantee of receiving a new, unused battery
The only solution offered is repeated short-term replacements, which do not solve the problem and directly affect my ability to work
I am not asking for special treatment. I am asking for a service that matches its own description and pricing. At the moment, the advertised range and the real-world performance are misaligned, and the current support model does not provide a sustainable solution for professional users.
I hope this feedback is taken seriously, because as it stands, the service does not meet the expectations set by its own marketing.
19 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Ivan,
Thank you for your detailed and clear feedback. We fully understand that as a professional user, your bike is super important, and reliability is non-negotiable.
We want to be transparent: the 160 km range mentioned is a maximum based on optimal conditions, this also involves the weather and in which assistance mode the e-Bike is used. We know that the reality of delivery work, with frequent stop-and-go, maximum support, and cargo weight, also impacts this range. However, struggling to reach 35 km is indeed very low and not the standard we aim for, even under heavy use.
It is frustrating that swapping the battery hasn't solved the issue yet. While we currently do not offer a second battery option, we certainly want to make sure you have a battery that performs better than what you are experiencing now. We take your feedback regarding the gap between marketing and professional reality very seriously.
Please contact us directly so we can look for a more durable solution for your specific situation.
Kind regards,
Team Swapfiets
Great service!
I took my bike for a winter service and the technician who helped me was super friendly and attentive. He engaged with my kids and showed them around. When I mentioned that my battery is not working properly anymore he changed it without a fuss. It made me realize again what great company this is who really makes a difference in terms of sustainability; increasing the life span of bicycles and circulairty.
16 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Jeanelize,
Thank you for this heartwarming review!
We are so happy to hear that our technician took good care of both your bike and your kids. It is also wonderful to read that you appreciate our mission regarding sustainability and circularity. We will make sure to pass this lovely feedback on to the team.
Enjoy the ride.
Team Swapfiets
It's a scam
It's a scam. The company claims the bike has a range of 25 km/h, which isn't true. That's called false advertising. The day after renting the bike, I contacted them to return it, and they charged me for a full month for a product that didn't meet expectations. It's a scam.
14 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Julián,
Thank you for your feedback.
We are sorry to hear the bike did not meet your expectations. As discussed in our chat, we immediately offered to swap the bike for a different one to ensure you received the support and speed (25 km/h) you were looking for.
Since you chose to cancel the subscription instead of accepting a replacement, the standard terms and conditions of the contract apply. This means the payment for the first month is still due, even if you decide to return the bike early. This is not a scam, but the cancellation policy agreed to upon sign-up.
Kind regards,
Team Swapfiets
Not anymore what it used to be
De service is minder persoonlijk en minder flexibel dan voorheen. Jammer, want het concept blijft goed.
9 January 2026
Unprompted review
Reply from Swapfiets Nederland
Hi Antonio,
Bedankt voor je eerlijke feedback.
Wat jammer om te horen dat je de service als minder persoonlijk en flexibel ervaart dan voorheen. Dat is natuurlijk niet de richting die we op willen, want juist dat persoonlijke contact vinden we belangrijk. We nemen je opmerking mee om kritisch naar onze service te blijven kijken.
Groet,
Team Swapfiets
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