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Review Policy
At Swapfiets, we believe in honest and transparent reviews. On this page, we explain how we collect, verify, and display customer reviews.
All reviews shown on our website are based on real customer experiences. We collect feedback through independent platforms such as Google (store reviews) and Trustpilot.
Reviews on these platforms are managed independently. They use automated and manual moderation to detect and remove fake or inappropriate content.
Customers can leave a review on their own initiative, or may be invited after a real interaction, such as starting a subscription or visiting a store for a service appointment. Customers are not selectively invited based on their experience.
We also collect feedback through our own customer surveys. These insights are used internally to improve our service and are not published as public reviews. We aim to provide a fair and transparent overview of customer experiences.
The Google rating shown on our website is based on Google reviews from our local Swapfiets stores.
The score is calculated as a weighted average across these stores. The number of reviews and the average rating are periodically updated and may not reflect real-time data.
Reviews on Google are managed independently by Google. Customers can leave feedback on their own initiative or after being invited following a service interaction.
4.2
based on 751 reviews
App ratings are based on reviews in the Apple App Store and Google Play Store. We display a combined weighted average across both platforms.
Questions about reviews at Swapfiets
Who can write a review?
Anyone with a genuine experience with our service can leave a review. This includes customers with an active subscription, as well as people who interacted with our stores or customer service.
Do you invite customers to leave reviews?
Yes. Customers may receive an invitation to leave a review after certain moments, such as:
After starting a subscription
After a service appointment at a store
For example, customers may be invited to leave a Google review for the specific store they visited.
It is also always possible to leave a review on platforms like Google or Trustpilot without receiving an invitation.
Customers are not selectively invited based on their experience.
Are all customers invited to the same platform?
No. Different groups of customers may be invited to different platforms.
For example:
Store visitors may be invited to leave a Google review
Other customers may receive an email invitation to review their experience on another platform
This approach helps collect feedback across different touchpoints.
Can negative reviews be posted?
Yes. Both positive and negative experiences can be shared in the external platforms.
Honest feedback helps improve the service and supports other customers in making informed decisions.
Which testimonials are displayed?
A selection of positive Google reviews (4 and 5-star) from our stores is displayed on this website.
These testimonials are based on real, publicly available Google reviews
The selection is based on rating, relevance, and how well the review reflects the customer experience
The selection may differ by country and language
The overall ratings include all reviews.
Are reviews moderated or removed?
Reviews on external platforms such as Google and Trustpilot are not controlled or edited by us.
On our own website, we do not change the content of reviews.
Reviews are shown as originally written.
Removal of reviews is handled by the platform if they violate their guidelines (for example in cases of spam or offensive language).
Do you offer a fee or reward for posting reviews?
No. Reviews are not published on the website if the customer has been paid or rewarded for writing them.
For example, reviews are not accepted if a cashback, discount, or free product is offered in exchange for a review.
