Swapfiets is world’s first bicycle subscription. For a fixed monthly fee you get a Swapfiets bike and we make sure it always works! If something is wrong with your bike, plan your appointment with our app. You can visit our store or we will come to you within 24 hours, wherever you are in the city. We will fix or swap your bike for a working one.
Our app is always ready to help you!
- Not a Swapfiets user yet? Sign up in the app!
- Flat tire or broken lights? With our app you can book a service in one of our stores or at a location of your choice. All in 20 seconds
- Looking for our store? The app will show you the closest Swapfiets store and the opening hours.
Travelers - go anywhere else save this awful company. There are so many bicycle option for rental out there and this company have horrible customer service. The day of my return they closed their store without warning. No sign, no note, no Dropbox for keys. And then try to slap on extra fees for their own employee ineptitude. And repeatedly gaslight me and tell me it’s all my fault. When their own store randomly closed. Awful. Go with Lime or many other great options in Hannover. Totally awful behaviour.
Not cool
It’s really not cool that I have to wait a week to get my bike fixed …..
Redirects to website for most things
Not sure why they even bother to have an app. Everything I do just redirects me to the website. Customer service relies on emails mostly. Their WhatsApp chat option is just an automatic message saying to email them. Definitely schedule an appointment at a store as there’s little clarity on when a bike delivery will be made.
You can not cancel with the app
Canceling your Swapfiets subscription is not possible using the app.
Can’t login
I had this issue on Android before now it seems it happens with iOS as well. I can log into the website but just not the app. Say something went wrong. Very helpful.
Very hard to reach customer service
Not answering to phone, email, WhatsApp. Finally got connected to chat, but they denied to help because they can only help Dutch :(
Reduced service, trying to get help is also a joke
There were a few unpleasant surprises while signing up for swap. I mostly let them slide, but now they are no longer servicing where I live, meaning I have to transport a non working bicycle several kilometers. Disgusting. The selling points of swap which were convenience and support, which are quickly disappearing.
Criminal
These guys are a bunch of criminals at this point. I’ve written and called them 15 times via WhatsApp, email, their support line, and they will not cancel my account. They refuse to cancel my account, and keep sending me bills. If I don’t pay, they send to collections. You guys are a bad recurring nightmare all for a crappy bike whose tire popped within a week.
Stay away!!!
The bike is great, but once something goes wrong, forget it. customer service is a disaster.
I lost my key, a very small and simple matter to fix - give me a new key. Instead, they gave me incorrect information, told me they had sent me the key (they hadn’t) and finally, after almost a month of ignoring me, they told me to come pick up a new key at the store. However, by that time, the bike was stolen. I reported it and asked what to do, and again, they ignored me, and are still ignoring me. I talked to a representative, he told me they didn’t receive me email, and that they would get back to me by week’s end. That was 3 weeks ago. If this was my own bike, I had simply had a spare key, and all this pain would have been avoided. They are still charging me money for 2 months for a bike I don’t have. I’ve never experienced anything like this. All I wanted was a care-free bike, and now I’m in the middle of a Kafkaesque nightmare. Please, anyone reading it - stay away from SwapFiets.
