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
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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.See more
