Poor and misleading service
Getting the bike was tedious with Swapfiets at first claiming I was outside their service area. Then when I wanted to return the bike it turns out I need to bring it to them and make an appointment for that weeks in advance, whole continuing to pay. For a service whose main advantage is convenience that’s just poor.
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Worst experience
Worst experience ever. This app will charge you for miscellaneous payments. Don’t install it
Repairs are a lie. Scam.
They claim to always have an appointment to fix your bike, but have been booked for the past month with no openings. Now I have a worthless subscription to a bike with a flat tire and no way to fix without walking it across the entire city. Avoid.
Horrible company
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.
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Poor customer service- no home sevice and pickup
Hi,
I am very disappointed with the service from the Swapfiets team. I would never suggest this app to anyone. I wasted my money on poor customer service and an app full of bugs. Because of these bugs, I wasn’t informed that I had to pay a fee in March, and now I am being told to pay with extra charges in May. When I expressed my concerns to the customer service team, it was also frustrating due to poor communication.
In March, I booked a cancellation for my subscription and made an appointment. On your help page and in the contract, it is mentioned that you can collect the bike from home at the time of cancellation and service. I received service for the bike at my house, so I assumed you would come and pick it up when I canceled. However, no one showed up. Then, the next month, I started receiving emails stating that I have to pay extra charges. I paid everything, but you need to understand that customers choose your service because they can’t afford to buy a new bike.
What you have done is exploit poor customers and argue with them over issues caused by your app bugs. If any payment needs to be made, it should be shown in the app. You need to improve your app for a better user experience. Additionally, your store is too far from my house, and I can't afford the transportation cost to drop off the bike there. Please arrange for a pickup from my location.
Thanks for all the difficulties you have caused in my life after renting this bike.
I am very disappointed with the service from the Swapfiets team. I would never suggest this app to anyone. I wasted my money on poor customer service and an app full of bugs. Because of these bugs, I wasn’t informed that I had to pay a fee in March, and now I am being told to pay with extra charges in May. When I expressed my concerns to the customer service team, it was also frustrating due to poor communication.
In March, I booked a cancellation for my subscription and made an appointment. On your help page and in the contract, it is mentioned that you can collect the bike from home at the time of cancellation and service. I received service for the bike at my house, so I assumed you would come and pick it up when I canceled. However, no one showed up. Then, the next month, I started receiving emails stating that I have to pay extra charges. I paid everything, but you need to understand that customers choose your service because they can’t afford to buy a new bike.
What you have done is exploit poor customers and argue with them over issues caused by your app bugs. If any payment needs to be made, it should be shown in the app. You need to improve your app for a better user experience. Additionally, your store is too far from my house, and I can't afford the transportation cost to drop off the bike there. Please arrange for a pickup from my location.
Thanks for all the difficulties you have caused in my life after renting this bike.
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Crappy bikes
For 79 gbp a month you get an used electric bike of the lowest quality I have seen. You have to break by pedalling back, which barely works. Especially if the pedals happen to be in a horizontal position, thus providing no leverage.
‘something went wrong’
I’ve tried to book an appointment at my location a number of times and keep getting a ‘something went wrong’ response. However when I click to bring it I store the app seems to work perfectly well…
Lethal bike
This is the second time, each time with a different bike, that I’ve cycled down a busy street when the saddle came off the bike. The bolt which holds the saddle to the post snaps. This is obviously a serious design fault
The first time I was badly injured and almost killed, the second time, yesterday, the exactly the same happened. The bolt snapped again and I came off my bike hurting my hand and damaging my phone.
I have been trying to claim for compensation due to loss of work for the first accident for almost 6 months and am still waiting!
This is serious. Think twice before renting
The first time I was badly injured and almost killed, the second time, yesterday, the exactly the same happened. The bolt snapped again and I came off my bike hurting my hand and damaging my phone.
I have been trying to claim for compensation due to loss of work for the first accident for almost 6 months and am still waiting!
This is serious. Think twice before renting
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Great company
And it’s now possible to use normal credit cards, not just one linked to the country that you’re trying to rent the bicycle in. This means it’s now possible, though slightly more expensive, to hire a bicycle for a lesser period, such as two months even if you don’t have a residency permit.
Not cool
It’s really not cool that I have to wait a week to get my bike fixed …..
Response from developer
Hi there, I'm sorry that it took longer than usual to get an appointment. We strive to help our members within 48 hours, but in some exceptional cases it can take a bit longer. I hope the issue has been resolved in the meantime. If not, please reach out via info@swapfiets.com. Our team is ready to help. Kind regards, Lotte
