General Cycling Discussion - What is wrong with Performance..

Have been a long time Performance customer, I put an order in on 8/17/04 for a bunch of tubes and stuff, today which is now 8/24, one full week later, it hasn't even been shipped yet. I have never seen any company, bike or otherwise, have so much difficulty putting crap in a box and shipping it out. I bet my visa has been charged already...(I should go check that) but this is ridiculous. Since when did Performance become so crappy. I have emailed customer service and they have sent me 2 emails, saying that it is NORMAL for 7-15 business days to ship. Since when? I used to get them shipped the next day, are they hurting so bad financially that they're laying off pickers? Did their purchase of Nashbar and Supergo and whoever else screw up their workforce?

Anybody else notice this? Then the person offered me two day service for $3 more. Yeah right, I'm going to pay more money for service I should have gotten in the first place... What good is 2 day service if it takes like 15 days to ship...Great, I'll get it in 17 days rather than 18...

jay

My last two Performance orders made on the web were completly lost, even after they sent an order confirmation. Customer service said they had no record of the orders and I could order again if I wanted. They are completely screwed up!

I called Performance earlier this month when I had a similar problem with my order. I ordered in stock items and it took 10 days to pick from the shelves. The good news is that they sent an e-mail saying it would take 7-10 days for delivery (I ordered a bike stand among other things) and it only took two days.

Well, to your issue, the customer service rep told me that Performance seriously underestimated demand for their products this summer and have been understaffed. I didn't push the customer service rep about how difficult it would be to hire a bunch of temp/summer/college students to work in the warehouse because she doesn't make decisions. It's not her fault my order took forever to get picked and she probably gets yelled at by enough people already.

Give 'em a call and send a e-mail. Maybe you'll get your order moved to the front of the line. I'm speculating here, but my guess is that they're giving priority to overnight mail orders.

Well, in a way, that is good to hear. The CS rep didn't bother to at least explain that to me, she just said that it is normal! I think Performance needs to train these CS reps more and tell us that these delays are NOT normal. If she bothered to explain that perhaps they underestimated the summer's orders, as mentioned by prabbit, then I might be more understanding, but to simply tell me that it is normal for orders to sit for 7-15 business days (that could be 3 weeks!!!) is insane.


Waiting for my LED blinky...

Jay

I've only had one problem with Performance- I ordered some sunglasses and it took almost 7 weeks for them to arrive. Turns out the sunglasses weren't in stock. I wasn't even notified- I recieved my shipment for the order I placed, and after a day or two, I did a quick check, I saw the sunglasses weren't there. When I called, they said the sunglasses were not in stock. I was like "why didn't you tell me the sunglasses wouldn't ship and why were they on sale when they were out of stock to begin with?". They had no answer. I did eventually get the sunglasses, but after using them for a few weeks, I now realize it is a piece of crap, which is why they were probably on sale in the first place! :eek:

Still, for all the money I've put into buying stuff from Performance, my hassles have been few and far between. Overall, I get my shipments at a decent time, I have a ton of Performance coupons, and I've barely had problems with them. I go to the store too, and they are pretty good to me at the store.

Koffee

I was just about to chime in on this with my experience on my last order but I just checked out the Performance website and it shows the order I placed on the 17th shipped on the 20th!

I placed two large orders via the web site with performance recently after I saw they were offering 20% discount coupons. Overall they didn't get it perfect but they made it right, and I am satisfied.

1st order - they overcharged on shipping. Placing the order via their web site showed a shipping surcharge for the bike stand and a total shipping cost of $20.50. Well they actually charged $30.50. I think their web site displays an incorrect shipping total when a surcharged item is included, because in their internal system it showed the shipping cost as $30.50. In any case, two phone calls resulted in a credit which posted to my credit card two days later.

2nd order - they forgot 4 items (just omitted to process & ship them), and of the items they did process, they short shipped 1, for a total of 5 missing items. The first rep I spoke to said I'd have to fill out a claim form for the missing items. I had no problem doing that for the short shipped item, but told them it was unacceptable for the other 4, which still showed as unshipped on their order status web page. Was told a manager would get back to me, but that didn't happen. The 2nd rep I spoke to (his name was Jodi) was spectular. I initially wanted to speak with a manager but he said let me try to help, sometimes I can work miracles. I said ok let's give it a shot. Anyways, he arranged to ship all 5 of the missing items to me via Fedex overnight at no additional cost. When I complimented him on his excellent service Jodi very handsomely said, thanks, but the credit belongs to the entire team here, I'm just the guy on the phone. What a wonderful CSR.

EDIT:
They took 2 days to process & ship my 2nd order. Don't remember about the 1st exactly, roughly the same. I used the bike club 2 day air upgrade shipping.

I did my first Performance order 2 1/2 weeks ago. It took a week for them to get the stuff in boxes in the mail, and another week for the box to reach me. It did annoy me that Performance charged my credit card immediately. Their stuff is often cheap, but you pay a price in lack of service. I wouldn't buy anything from Performance that I needed immediately. But if I'm just stocking up, I'd look at them.

Me too. I ordered from Performance on Tuesday (8/24) and when I checked the online order it said no order could be found. I called on thursday and they said it was shipping out that day but to allow 7-10 days shipping. I paid for FEDEX or US Mail figuring they would be faster but I guess they can only be as fast as Performance.

I ordered from performance 8-16 they charged the credit card that day, finally shipped stuff 8-24, I phoned and *****ed so many times that they refunded me the cost of shipping.

Are you sure they actually charged your card instead of putting a "hold" on the funds?

I just got my order today from them, after it didn't show up for a full 7 days. I called 2 days ago, because I had looked up the "shipping info" on their website. It said "no shipping info available", so I called. They told me that orders ship in 7-15 business days. But lo and behold, 2 days after i called, it showed up.

I am now very happy, cause I got the Fun Box from the FedEx guy!

I think they just take their time unless you pay for FedEx 2nd day up front.

I ordered a pair of the Grateful Dead socks on 4/15/04. The socks never came, but I received a check today as a refund of $9.99. They did not refund my $4.75 shipping charge so I called and made them aware of this fact. I was told they would send me a check for that amount (probably in four more months).

Are you sure they actually charged your card instead of putting a "hold" on the funds?


Card was charged that day, complete transaction I checked with Citibank.

Update they finally arrived yesterday. I put them on the bike today and cycle round the block but cannot go for any distance due to the hurricane about to hit us.

How do you like them?

Update they finally arrived yesterday. I put them on the bike today and cycle round the block but cannot go for any distance due to the hurricane about to hit us.

Stay safe and good luck to all of you in Florida.

I had a similar problem with them taking forever to put stuff in boxes in mid-august. BUT, i just ordered an giro atmos (and some other stuff) on monday night and got it yesterday. To top it off, I got the team performance discount when i ordered the atmos (an extra 30 bucks off, on top of the 20% coupon) just by dropping them an e-mail (i joined team perf. at the same time i ordered the helmet). All told, this week i got an atmos for myself and a pneumo for my sister all for what it would have cost me to buy them at the LBS including shipping. Their deals are just too good, its worth the occasional hassle.

How do you like them?

The slicks on the MTB are wonderful vast improvement. Well worth the money. I only paid $16 for both tires 26x1.5. Took me 45mins to fit them on the bike.

do a search... i think performance is considered consistently slower than the other major online retailers

i myself am not satisfied with their rate of process/ship

I've had mixed results with Performance. I just had a bad experience, though. I ordered a part that was in stock. I specified overnight delivery as I needed it ASAP. I put the order in on Tuesday afternoon. The bottom line is that I didn't receive the item until late Friday afternoon - @ least 1 day late. This is after calling them on Wednesday morning after not receiving a confirmation e-mail. The lady @ the other end of the line said, "Our shipping department is very backed-up, so your order may not be shipped on time." Well, that would have been good information to have BEFORE I ordered an item I needed on-time! She could give me no information on my order- just a general thought on how slow they were shipping orders in general. WTF?

Anywho, the REAL KICKER is that I looked @ the invoice, and Performance DOWNGRADED the shipping to 2-day! I checked my print-out from the web, and I did, indeed choose overnight delivery. Performance has good pricing, but if you need an item delivered on-time, you should probably look elsewhere.

I may very well be done with Performance after this latest episode.

I eventually got the order on Friday, Aug 27th. Just a FYI.

They did somehow send me 14 26"x1.5-20." presta MTB tubes instead of the 10 pack so I guess I got 14 MTB tubes for $16 (20% coupon) so that's not bad. However, I'll think twice the next time I see those Performance coupons...

Jay

I've had mixed results with Performance. I just had a bad experience, though. I ordered a part that was in stock. I specified overnight delivery as I needed it ASAP. I put the order in on Tuesday afternoon. The bottom line is that I didn't receive the item until late Friday afternoon - @ least 1 day late. This is after calling them on Wednesday morning after not receiving a confirmation e-mail. The lady @ the other end of the line said, "Our shipping department is very backed-up, so your order may not be shipped on time." Well, that would have been good information to have BEFORE I ordered an item I needed on-time! She could give me no information on my order- just a general thought on how slow they were shipping orders in general. WTF?

Anywho, the REAL KICKER is that I looked @ the invoice, and Performance DOWNGRADED the shipping to 2-day! I checked my print-out from the web, and I did, indeed choose overnight delivery. Performance has good pricing, but if you need an item delivered on-time, you should probably look elsewhere.

I may very well be done with Performance after this latest episode.

rats. I jut ordered the giro pnemo, becuase my other helmet has a big crack in it after my crash. i wore it today to ride, because i figured that no helmet is worse then a busted one. i dont know how much longer I should ride with this helmet though. shoot.

Why not join the Team Performance for $20/year? You get points towards future purchases and ALL of your orders are upgraded to second day shipping.

Whether we like it, Performance has some of the best prices out there, so most of us will continue to shop with them. I figure, for $20/year, to never have shipping issues with them, it's worth every cent!!

i am a performance member

I used to be one but then before I also never had a problem with shipping times either. The 2nd day upgrade never really affected me that much, I'd almost always get stuff the 2nd day or the 3rd anyway after it shipped. My problem with Performance is not the shipping times, it's the time to ship. It took a full calander week for it to ship from Performance's door which is way too long for any retailer in my opinion. I order from too many different shops to make it worthwhile for me to become a Performance member. But my sister bought me one a few years ago and a friend of mine is, except he was on vacation when I ordered it so we couldn't use his.

Jay

I ordered form them and chose 2nd day delivery, but they couldn't figure out how to ship to an address that was different from where the credit card statement goes. I called them 3 times before they got it right, and the 2nd day delivery ended up taking about 9 days.

I'm lucky enough to have a Performance shop 30Mi away I guess. I got road shoes for 75% off($10 out the door) and a new helmet for $10 less then the online price...and sooo much stuff was on the 30%-75% discount rack I was dying deciding on what to buy. Compared to the LBS, AND online, the local Performance shop was fatcat in savings I got essentially $160 worth of gear for $65.
I'd suggest that if there is a Performance local shop near-by any of you, it's worth the trip, and ESPECIALLY if you dig into the clearance area. + no friggin' shiping or online order BS.

I placed an online order with them Tuesday night. On Wednesday, they still couldn't confirm that I had ordered from them. I had received the order confirmation email, but they couldn't produce online order status. On Thursday, I checked again, and it said that the order was "In Process" except for the parts washer, which is now on backorder.

As I was getting ready to call them and be sure they hadn't lost my order, my friend in receiving calls me to let me know that I had a package down there. Performance is having some problems this summer. I hope they fix it. I'm disappointed that the backordered item will not be in stock for about a month, and they will ship it through their glacially fast USMail expediter so I will likely not receive it until 2005.