BikeFair Avis 

Réponse de BikeFair

20 févr. 2026

Dear Pim,

Firstly, we’re sorry to hear that you remain dissatisfied, especially after we carefully reviewed your complaint together and you confirmed that the initial concerns had been resolved.

We do our best to ensure that sellers present their second-hand bikes transparently and with realistic expectations for buyers, and we believe that is what happened here. As also explained in response to your withdrawal letter:
1) The bike you purchased is a 35+ year-old basic road bike offered for €109 in the second-hand category. The listing clearly displayed the age-related wear in the photos and was correctly categorized as a used bike, noting that as such it may include visible dents and worn components. The seller also offered you the opportunity to inspect the bike prior to purchase, so you could personally assess its condition, which you chose not to do.
2) After delivery, you contacted us regarding worn front and rear sprockets. We reviewed the case thoroughly and confirmed that the condition of these parts was visible in the listing photos and had no impact on the functionality of the bike. You later informed us that you had checked the chain with a wear gauge, which confirmed it was within tolerance, and you apologized for the initial misjudgment.

3) Mere two days later, you raised a complaint about worn tires, together with additional cosmetic imperfections. We therefore carefully reviewed the listing again, maintaining regular communication (as did the seller), and found it consistent with both the advertisement and with what can reasonably be expected from a bicycle of this age and price range. Nevertheless, we offered you the option to use your right of withdrawal and return the bike, which you declined.

Once again, we are genuinely sorry that your experience was negative despite our best efforts to help you. At the same time, we remain committed to fair and transparent mediation and to ensuring that both buyers and sellers are treated respectfully and in line with the agreements made.

We sincerely wish you many safe and enjoyable rides ahead.

Kind regards,

Magdalena
& your BikeFair team

Réponse de BikeFair

7 janv. 2026

Dear George,

First of all, we're sorry again for the suboptimal experience you had. There are a few things that are fair to be said along with your side of the story, though.

You have indeed ordered a bike which was sold just a short while prior to your order - an inconvenience that we try very hard to avoid but, despite our best efforts, unfortunately may happen: our marketplace operates with thousands of sellers at any given time, and most of their products are second-hand and thus only available in one piece.

Immediately upon finding out, we have proactively contacted you with an apology and an offer of alternative options, or an immediate refund. You refused all constructive discussion with multiple people, only responding with threats of various kinds.

Following the last phone call from one of our senior team members - and no constructive response from your side -, we have cancelled your order and issued an immediate refund in order for you to have your money back as quickly as possible.

Once again, we are sorry for any inconvenience and wish you a better day ahead,

Jan
& the BikeFair team

Réponse de BikeFair

11 août 2025

Hallo Erika,

Bedankt voor je review en voor het delen van je ervaring. Goed om te horen dat je uiteindelijk met twee geschikte fietsen de deur uit bent gegaan!

Het automatisch omruilen via de app is inderdaad nog geen ingebouwde functie – we werken eraan om dit binnenkort mogelijk te maken. Nu doen we dat nog handmatig.

Dat onze reactie wat langer duurde dan gewenst, is volledig onze fout. We kregen wat tegenstrijdige info van de winkel en van jouzelf die we moesten checken, en het was bovendien een erg drukke periode voor ons kleine team. We hebben de situatie binnen een paar uur opgelost, maar dat is niet de standaard waar we naartoe werken.

We hopen dat de fietsen je uitstekend van dienst zullen zijn – en hopelijk sneller rijden dan wij hebben gereageerd!

Veel fijne kilometers gewenst,

Jan
& je BikeFair-team <3

Réponse de BikeFair

14 juil. 2025

Hi Patric,

Thank you for your review and for your patience throughout the process.

First of all, we’re incredibly sorry about your experience. Our mission at BikeFair is to make buying a second-hand bike as smooth and trustworthy as possible, and in your case, we clearly fell short. That’s something we are sorry about and take seriously.

To offer some context: your order was placed for international delivery, which is a service we still offer on a limited, learning-by-doing basis. We’ve included disclaimers throughout the ordering process, although in your case, the delays went admittedly well beyond what’s reasonable.

From the moment your order came in, we also worked actively to meet your specific requests - even modifying the bike & entire order to better match your preferences (right rims design or ordering and packing an additional chainguard).

When shipping issues arose, we escalated repeatedly with the seller and DHL, reorganised pickups multiple times, and when the courier continued to fail their commitments, we arranged a fallback plan with the seller to deliver the bike to a sorting center directly. All of this was transparently communicated.

Once even the fallback plan appeared to have failed, we cancelled the order and immediately issued the refund, dissolving all incurred shipping costs. Because the payments were already in a PayPal dispute, the refund process was somewhat slower as well, as we had to work around the dispute process to push things through.

We’re relieved the refund has now been completed, but it certainly took longer than it should have. We’re taking this experience seriously and using it to improve, from how we handle international logistics, to seller accountability, to how we communicate when things go off track.

None of this excuses the delay, but we want you to know that this isn’t the norm, and that we care deeply when things go wrong.

Wishing you many smooth rides ahead,

Jan
& your BikeFair team

Réponse de BikeFair

1 juil. 2025

Hi Erik,

We're sincerely sorry that the sales didn't work as you hoped this time.

Indeed, reposting to Marktplaats is currently disabled because they have increased the advertising fees by ca 2000% month to month, which is not sustainable anymore on our scale, partly also because the real impact of the reposting was very limited anyway - for instance our paid Google and social media ads (which we also automatically run for all bikes, although we do not really communicate this), bring much more attention & sales.

You are completely right in that we need to fix the communication of this, though, which we haven't managed to do yet due to significantly limited capacity (we are still a very small team of enthusiasts, above everything else).

I've added it to our list, thank you for your kind feedback, and congrats on your sale - no matter where you made it, we're pumped to hear that your bike will continue riding for years to come 💚🚲

Wish you a wonderful day,

Jan
& your BikeFair team <3