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Réponse de BikeFair

13 juin 2025

Hello Franky,

First of all, we're sorry the first ride did not go as you expected.

As we also discussed on the phone soon after (and then several times in the next days as we organised), based on the photos of the damage we received, BikeFair and two other independent experts (bike shop owners) confirmed that the damage on the bike - a bent derailleur with its part even completely broken off - was caused by uncareful handling and excessive force during shifting, rather than a defect of the bike itself.

The seller, a new partner on our marketplace, has nevertheless eventually agreed to compensate half of the repair cost, and once we told them about your review & detailed situation, even agreed to cover the full cost of repair as they wished to start their presence on our platform on a positive note. Even though it is not our usual practice, this is what we agreed on together.

And that's also what happened: we organised the repair with another partner shop nearby you and the seller eventually fully paid for the repair, even though it was not their obligation.

While this remnant of the past of a review remains here, we hope that at least you are now happy with your bike and it will do you a great service in the years to come!

Wish you a great day,

Jan
& the BikeFair team <3

Réponse de BikeFair

17 févr. 2025

Thank you so much, Laura! I hope your day will be as awesome as you made ours with your review! 😊💚

Jan
& your BikeFair team <3

Réponse de BikeFair

11 févr. 2025

Hello Britt,

Following our phone conversation yesterday, I would also like to bid our apologies here.

While we have no idea how the bugs could have gotten into the box (the seller has sold & shipped many bikes even just this year via BikeFair, and we never heard of a similar issue), it is naturally possible that they got in on his end or during transport, and we'll do our best to identify the source.

Naturally, the offer of complimentary deep cleaning (standard value €89 + shipping) as communicated by my colleague stands.

Should there be anything else we could do for you, we are at your disposal as also communicated directly.

Wishing you a wonderful day,

Jan
& your BikeFair team

Réponse de BikeFair

31 déc. 2024

Hello
Thank you for taking the time to provide a review of your experience of BikeFair. We are always pleased to receive feedback as it's the way we learn and improve as an organisation.

It's great to read your positive feedback on the service you received from BikeFair and that you are a supporter of our mission.

We're sorry to hear that your bikes' required maintenance is costing you more than you expected. The wear and tear on a bike's components through general use over a year, particularly a used bike, does mean that components will always need to be maintained and sometimes replaced.

We genuinely do want to support our customers on every step of their bike journey, please provide us with your order number and we are happy to help provide information on BikeFair approved bike repair stores in your area and advice on how to maintain your bike to reduce the likelihood of expensive repairs in the future.

Wishing you a wonderful new year
Craig
& your BikeFair team

Réponse de BikeFair

Actualisé le 25 oct. 2024

Hello Jesse,

First of all, we're sorry about your negative experience. We do our utmost best to simplify the bike purchase and ownership as much as possible but, as a marketplace dealing with many people and vendors, not always are we able to pre-emptively clear every single bump on the road that occurs. In case any issue comes up, though, we always do all we can to help afterwards.

Now to be fair what you wrote is, as we see it, a rather incomplete story. While we indeed occasionally provide help to some vendors with photographing, the final content of the listing is always the seller's responsibility as they are the ones storing, servicing, and ultimately selling the bike. The listings HAVE TO correspond with reality - else we hold the seller liable for misleading ads. This is clearly communicated to all our partners, stands in our guidelines and Terms.

In your case, this did not entirely happen: the seller indeed advertised that the bike was supposed to have new brake cables and dynamo while this wasn't true, and their reaction to you pointing this out was also far from optimal at first.

We unfortunately only found out about the discrepancy after all was done through your email, which is a pity, as we weren't able to intervene earlier as we would like. We immediately contacted the seller nonetheless to request an explanation and solution.

As far as we heard from the seller, at the physical hand-over, they first pointed fingers to everywhere but themselves (they did the same with us, actually), but eventually apologized and exchanged the brake cables on the spot. They were not able to install the dynamo, though, and offered to cancel the sale anyway if you wish. You decided to accept the bike and conclude the sale nonetheless.

Based on our follow-up prompt they apologized again, admitted that the mistake was theirs and despite already having a closed agreement, they provided an additional €15 discount (from already a significantly discounted bike) as a compensation, which was refunded to your account.

Well aware the whole transaction didn't go as it was supposed to, so we also tried to contact you several times via email and phone to get detailed information and draw further consequences if necessary, unfortunately all our attempts went without answer.

In case you ever find the time, we'd appreciate if you contact us on team@bikefair.nl or +31850027787 to provide further detail about your experience, so that we can better avoid similar things from happening to anyone else.

Wish you a wonderful day and many happy kilometers on your bike,

Jan
& your BikeFair team