General Cycling Discussion - What’s up with PERFORMANCE?

6 days ago I’ve ordered a pair of Pearl Izumi Therma Fleece bibs form performancebike.com. Today comes the package and get this, the box is empty! No bibs, but a whole lot of advertisements and a Performance catalog. I called them up and got the answer that they don’t even have them in stock+don't know when will. They also don’t understand how that could happen. I asked for a full refund and now waiting for their letter that I have to sign in order to get my refund. Anyone had this happen to them? I know many of you order from performance. This was my first order from them, and I don’t think I will ever order from them again

Give them a chance to make it right before you rant. (I've made the mistake of ranting first.) It sounds like Performance made a mistake, but they are treating you fairly. Instead of asking for a refund, why not ask for the order to be express mailed to you at no charge? You'll get what you want at the price you agreed to pay.

And when Performance finally does make it right (which they will), do the right thing: Edit your post to tell us that they fixed the problem.

Give them a chance to make it right before you rant. (I've made the mistake of ranting first.) It sounds like Performance made a mistake, but they are treating you fairly. Instead of asking for a refund, why not ask for the order to be express mailed to you at no charge? You'll get what you want at the price you agreed to pay.

And when Performance finally does make it right (which they will), do the right thing: Edit your post to tell us that they fixed the problem.

If you read my thread again, I stated that they do not have it in stock and don’t know when will. So I can not ask them to send it to me express mail or any other way. You say mistake, yeah, a mistake is sending a wrong product, not sending anything at all. What were they thinking when taping an empty box and shipping it, you tell me if there is any sense to that.

I recently order XL mens bib shorts and received womens medium tights instead. The people in the warehouse must be on crack.

The sad part is they still have them available in stock on line and in their catalog they send me in an empty box. I wonder how many more people will receive empty boxes or some other unwanted product.... So if you was about to order the same pair of bibs, and stumbled on this thread, treat it as a warning not a rant, I might just saved you some money and time.. :)

I recently order XL mens bib shorts and received womens medium tights instead. The people in the warehouse must be on crack.

rofl

For what it's worth, I just got done checking my email because i placed an order before Halloween. I still haven't gotten it. It looks like it is supposed to be in my area in a few days however. The last order from Performance was also pretty slow although everything was ok.

I have a compulsive habit of buying stuff (too much) on ebay and many, many, online retailers. Performance is one of the slower companies i deal with. (perhaps the slowest) I have much better luck buying stuff on ebay, sometimes receiving items in as little as 2 days.

Whereas Performance made an error and is "making it right" you have a right to make your opinion known on your shopping experience. It is very important that online "etailers" are frequently reviewed by consumers.

In the case of Performance, my review is that they are pretty competitive on price and have a good selection. They are a bit slow on shipping. Nashbar, although apparently owned by Performance, seems quicker. Others will post different results but it in no way is wrong to communicate your experience. It makes the retailers improve customer service.

Lastly, if you paid with a credit card i would call the cc company as well to see what they have to say. It sort of sucks that you have to fill out paper work to fix their problem. You are just a guy trying to spend your hard earned money with them.

You are right. I rather wait for a longer period of time for delivery and get what i wanted then not get anything at all. Plus I could have ordered from a different site, paid a bigger pries, but at least I would have something to ride in. They simply wasted my time, and now I can either order again from a different store and wait until temps drop in to 30’s or overpay 50 bucks for the same bibs in my local store.

Performance will take care of it- they always do. It doesn't change that you didn't and will not get your shorts. I try not to use them for the same reason.

I guess I make mistakes, too. Sorry. But trlpmp is right, Performance is a little quirky, but they are honest. They will take care of you in the end. I have had a couple ordering snafus with them, but their prices have let me buy stuff I wouldn't have otherwise been able to afford.

To put things in perspective, I have also had ordering snafus with two local bike shops. One forgot about my order for a week. The other took weeks to get the item in, then put it on the floor and sold it. I had to wait another week or so to get it. It took about six weeks in all.

I just received a fax from them, “Delivery Claim Form” I have to sign it and as they told me, they will give a full refund. I’m looking forward to checking my cc balance tomorrow…

I ordered several jerseys, shorts, pedals, and energy bars. They arrived in 3 days and everything was in order.

Adam

I think it helps to be a Team Performance member. My first order when I wasn't a member took about 10 business days to show up. Now that I'm a member, it's two days. I've only had one issue with them where they charged me more for an item than it was listed at. They corrected it over the phone and I had my refund that day. I've ordered almost $1400 worth of stuff this past summer so I feel somewhat qualified to comment.

This rant represents one case. Therefore it is nearly worthless in constructing a general picture on how good a company is on it's etailing. You need many many many many many many many data points.

You're mad because they screwed up, understandable. However, trying to convince everyone reading your post never to order anything from performance based on your one experience is idiotic. I'd like to see you run a business which made zero mistakes.

I'm sure there are lots of people on this forum who have ordered off their site and had no problems.

Net order-Two days for tubes and other little stuff. They did not include parts that were backordered and I did order the parts three days after the backorder arrival date given on the site. Just not important enough to ***** about stuff like this.

I have always had very good service from Performance. But, they messed up on my last two orders. One order did not arrive for two weeks. I phoned them. They said, "Oh, we never shipped your order because we needed to confirm your credit card number". The same credit card number they had used many times. And, they never contacted me to confirm the number.

My most recent order, I paid for two day delivery via the Post Office to my Post Office Box. The order did not arrive. The tracking number showed that they had shipped via Fed Ex instead of the Post Office. My stuff sat on a Fed Ex truck while every day the driver came by to let the people at the Post Office refuse delivery. The Post Office has never accepted a delivery from Fed Ex.

When I phoned them, they said "Really...the Post Office does not accept packages from Fed Ex?"...this is basic shipping rule 101.

I'm getting the impression that something has gone very wrong in their shipping department in the last few months. Hopefully, enough customers will complain and Performance will get back to its former high standards for customer service.

In the meantime, I am no longer ordering via the internet. If I need something from Performance, I will order it over the phone, and walk their staff person through the steps necessary to insure that the item will be shipped on time to the correct address.

I've ordered from performance like 6 times in the past 2 months. Every package arrived 2nd day air upgraded on time no problems.

At least you're not as bad as Merton, he just ripped Cateye a new one on the commuting forum cause they gave him "two thick rubber shims instead of one thick rubber shim and one thin rubber shim" for his blinker.

I have placed quite a few orders with Performance in the last year. Yes they are prone to errors. Sometimes it's an error on their website (sizing), sometimes it's in the shipping department.
Everytime they solved the problem. I would rate Performance as a premium company in regards to honesty.

In the future go to your local Performance Shop and have them order your purchase for you. It will arrive at the shop in about 2 days and they'll call you when it arrives.
I did this with a nitehawk light and sure enough it was the wrong one. They got on the horn and the correct one was deliverd the next day. I think the problem is the lack of english speaking employees at the warehouses.

In the future go to your local Performance Shop and have them order your purchase for you. It will arrive at the shop in about 2 days and they'll call you when it arrives.
I did this with a nitehawk light and sure enough it was the wrong one. They got on the horn and the correct one was deliverd the next day. I think the problem is the lack of english speaking employees at the warehouses.

Heh you think they have a problem, the plant manager at the place where I work doesn't speak english and engineering ends up doing all the work for manufacturing and production sometimes.

You're mad because they screwed up, understandable. However, trying to convince everyone reading your post never to order anything from performance based on your one experience is idiotic. I'd like to see you run a business which made zero mistakes.

I'm sure there are lots of people on this forum who have ordered off their site and had no problems.

Where in any of my posts do i try to convince anyone to stop using performance? I said I would not use it again, that's all. Talking about being idiotic :rolleyes:

People make mistakes. Big companies make mistakes too, and this sounds like one of their mistakes. I wouldn't cut them out. I'm sure there are other companies out there that would simply say they know they sent it, and blow you off completely. It sounds like they're making amends, so there shouldn't be a problem.

It is ridiculous that the products remain on their website for others to order if they don't have the products. I would definitely follow through with that.

Still, I would expect Performance to ask for some type of written explanation from you stating the products never arrived, or something for you to sign to say you never received the shipments. If they don't, for the amount of mistakes they do make on this part every year, it could mess up your stock and inventory if you can't account for every piece of equipment and every product you stock. Having that letter would seem common sense so they can account for why they received nothing back from a delivery, yet refunded you the money. It's good business sense. I wouldn't rip them for that.

FWIW, the Lance Armstrong Foundation messed up an order of mine, and I didn't receive something I ordered. They took a few days to get back in touch with me, but they did apologize eventually, and about a week after that, I got my corrected order. I guess I could have been upset, since I really did need the stuff for something I was doing, but I'm sure with all the orders they do, sometimes things just go wrong. Just be patient when the bad stuff happens, because it's not a big deal unless they do NOTHING. Then I'd be upset.

Sounds like you got everything resolved. Congrats.

Koffee

Thanks koffee! I sure hope so.

And to some of you guys over here, I’m sorry you taking it like that. I didn’t ask for a confrontation nether was I seeking an argument. I also wasn’t trying to stop anyone from ordering from Performance again. I guess I should take a psychology class so in the future I could construct such elaborate statements that would not hurt your feelings, ego or make you defensive for some reason. I’ve been on this board for some time and generally people here are good and supportive. However there are a few that post just for an argument or to prove you wrong, however when something similar happens to them, none the less they turn to the same board and rant like I did…

Chuvak, it was nothing personal. I started a similar thread Performance-messed-up-my-order thread some time ago. And I wasn't the first. They all have the same five themes:

1. Performance messes up an order;
2. Cyclist complains on the internet (while, at the same time, Performance is doing its best to fix the problem);
3. Other people write in that Performance has messed up their order;
4. Yet others write in to say that Performance generally works well, but sometimes makes mistakes.
5. Performance makes matters right for the cyclist who complained.

They BETTER have packed mine right - I am SO looking forward to my new toys, and they don't have anymore of them if it's screwed up. Ominously the tracking number they gave me is invalid. :/ (Wouldn't be surprised if that's USPS's fault, though)

I think it helps to be a Team Performance member. My first order when I wasn't a member took about 10 business days to show up. Now that I'm a member, it's two days. I've only had one issue with them where they charged me more for an item than it was listed at. They corrected it over the phone and I had my refund that day. I've ordered almost $1400 worth of stuff this past summer so I feel somewhat qualified to comment.

Agree. I think it's $20-$25 a year to join Team Performance, but if you buy a reasonable amount of stuff, I find it very worth it. Not only do you get sales that no one else gets, but every purchase gives you 10% back in "team points" (dollars) you can use for future purchases. I just bought $125 worth of lights for $60 after using my team points, and sale prices. Plus, everything is shipped 2-day, for the regular ground price. I've definitely made my $25 team fee back several times over. And then there are the 20% off coupons, but that's a whole 'nother story...

Not neccesarily singing Performance's praises, and I have had 1-2 delivery snafus with them, but I've also saved quite a bit of money with them.

tell US here....

http://www.resellerratings.com/seller2456.html

but tell them there too...

I actually made my first order from performance about 3 weeks ago. A pair of Poly Tights and a Jacket, ordered it next day, got it next day and it was exactly right.

I know a bad experience isn't meant to be taken as all experiences are bad; but I figured I'd chime in with a "good" performance story.

They BETTER have packed mine right - I am SO looking forward to my new toys, and they don't have anymore of them if it's screwed up. Ominously the tracking number they gave me is invalid. :/ (Wouldn't be surprised if that's USPS's fault, though)

I'm not picking on you but this is a common error consumers make in this era of package tracking. It's not that it's an invalid tracking number, it's that it hasn't been scanned into the system yet. In the case of UPS, you can print off a tracking number but until that package is picked up by the UPS guy, it won't show up in the tracking system. With USPS, most of their "tracking" numbers are really delivery confirmation numbers. These are more a CYA (cover your a$$) for the seller so that the buyer can't say the package never arrived. I use them for this exact reason. These numbers will show up as invalid in the USPS system until the package is actually delivered. So I guess if you are at work and waiting for something to show up, you can check and find out if it's at your house. But that's it.

Again, not a rant but I ship a lot myself and get tired of complaints about how I sent someone a bad tracking number.

tell US here....

http://www.resellerratings.com/seller2456.html

but tell them there too...

Interesting site and I gave what I feel is a glowing review. Man Performance has gotten slagged on there. I have placed like 12 orders with them since mid Sept and have had 2 billing issues. Both of these issues were quickly cleared up with a phone call. All items have arrived on time and in good condition and every order I have saved 20% off of their already good preices and gotten 10% back in TP points. I don't see what more I could ask of a company. :)

In the case of Performance, my review is that they are pretty competitive on price and have a good selection. They are a bit slow on shipping. Nashbar, although apparently owned by Performance, seems quicker. Others will post different results but it in no way is wrong to communicate your experience. It makes the retailers improve customer service.

Nashbar is OWNED by Performance?? Really??!! I thought they were competitors... They don't have the same house brands, and Performance seems to have a wider range of house brand products, everything from brakes, cassettes, tires, to packs, pumps.

Interesting site and I gave what I feel is a glowing review. Man Performance has gotten slagged on there. I have placed like 12 orders with them since mid Sept and have had 2 billing issues. Both of these issues were quickly cleared up with a phone call. All items have arrived on time and in good condition and every order I have saved 20% off of their already good preices and gotten 10% back in TP points. I don't see what more I could ask of a company. :)

I just dealt with another billing issue with Performance. After looking @ my cc bill, they charged me over $100 more for a light I bought. I called them today, and faxed them what I printed from their site. They are supposed to credit my card within two days. Time will tell!

The moral of the story is to ALWAYS check your cc for bad billing. I don't know if this was a legitimate mistake, or not. However, you obviously need to keep an eye on your purchases, as this is not the first time this has happened.

I really am surprised at all the problems had by Performance customers...

How are some of the others? Supergo, Price Point, etc...

They BETTER have packed mine right - I am SO looking forward to my new toys, and they don't have anymore of them if it's screwed up. Ominously the tracking number they gave me is invalid. :/ (Wouldn't be surprised if that's USPS's fault, though)

Very true. I've checked my order status via usps site everyday untill it was delivered, not once was any information available.

I really am surprised at all the problems had by Performance customers...

How are some of the others? Supergo, Price Point, etc...

My experience with Price Point was very good, both service and delivery wise. I have ordered from them numerous times. It's a shame they have very small variety of products compared to other sites. I never used Supergo though...

have used both supergo and price point, and had good experiences (or rather, the absence of bad experiences)

FWIW, Danscomp.com is also a solid performer in my experience...

Yeah, they got some nice choice. Nothing for roadies though...

Where in any of my posts do i try to convince anyone to stop using performance? I said I would not use it again, that's all. Talking about being idiotic :rolleyes:


Here's a direct quote for your pleasure. Talking about idiotic.


So if you was about to order the same pair of bibs, and stumbled on this thread, treat it as a warning not a rant, I might just saved you some money and time..

I'm in no need of pleasure from a snob like you. If you have trouble understanding or interpreting English language you should consult with a teacher or a tutor. My statement clearly states that in case someone wanted to order same product I did, they should be cautious about doing so, because although site states that product is in stock it really is not. Once again NOWHERE had I stated or implied for people to stop using Performance.com.

I'm in no need of pleasure from a snob like you. If you have trouble understanding or interpreting English language you should consult with a teacher or a tutor. My statement clearly states that in case someone wanted to order same product I did, they should be cautious about doing so, because although site states that product is in stock it really is not. Once again NOWHERE had I stated or implied for people to stop using Performance.com.

I am with you about Performance "they suck" I will only use them if I need something local and no others have the part. They have screwed me many times at the local store in Perry Hall. I don't use the online ordering as they charge tax in Maryland.

Their pricing is totally screwed up as they will match prices from their online stores but you must provide a screen print-out; then they get an nasty attitude when asked to match the price.

They are much more trouble than it's worth to deal with them.

Especially the Tall White Manager with Black Bozo Hair.

Verry true. I've checked my order status via usps site everyday untill it was delivered, not once was any information available.

Like this.


Package Activity Date/Time
ESTIMATED TIME OF ARRIVAL TO HUB - BMC KANSAS CITY-USPS 11/8/2004 7:00 PM
ESTIMATED TIME OF ARRIVAL TO HUB - APX KANSAS CITY DEST 11/6/2004 6:00 AM
PREPARED FOR POSTAL ENTRY - APX NORTH EAST 11/3/2004 3:18 PM
SCANNED AND ENROUTE - APX NORTH EAST 11/2/2004 5:06 PM
LOAD RECEIVED - APX NORTH EAST 11/2/2004 1:58 AM

USPS tracking is a HUGE joke. Why even bother. Mine has said this since Monday and still no package. UPS is a much better shipper when it comes to the ability to track.

This rant represents one case. Therefore it is nearly worthless in constructing a general picture on how good a company is on it's etailing. You need many many many many many many many data points.

You're mad because they screwed up, understandable. However, trying to convince everyone reading your post never to order anything from performance based on your one experience is idiotic. I'd like to see you run a business which made zero mistakes.

I'm sure there are lots of people on this forum who have ordered off their site and had no problems.


Perhaps so, but I've had a bad experience with them also. My wife and I ordered gel shorts to use on the local Century ride. Nobody in town had her size in stock, and I figured I may as well get a pair since the shipping to Hawaii is sort of steep already. Mine came in OK, but wife received reflective tights instead of shorts. It took nearly a month to get it all straightened out.

I ordered Nashbar shorts when they had the 2-for-1 sale about a week after we sent the stuff to Performance for exchange. The Nashbar package arrived within the week, and arrived before the Performance replacement order did. We also had a similar problem with some stuff we ordered from REI as well.

On the plus side, I was really happy with the shorts themselves, but the delivery problems left much to be desired. My wife ended up using a pair of my old shorts to ride in, and she was not a happy camper.

USPS tracking is a HUGE joke. .
Big time! I even e-mailed Performance, asking if package could be shipped via UPS. The reply came within 2 days, which didn't answer my question at all. Too bad I've ordered by then. But you are right, UPS has a much more sophisticated and reliable system. They even put down estimated time of delivery.

Tell you what, some weird stuff is happening with performance. Once I thought that I was through with the whole story, and thought I had my money refunded, today I get a Missed Delivery Notice in the mail. Called Performance up and was told that they had shipped a pair of bibs that I’ve ordered. OK said I, to the receptionist, but I was told 2 days ago that there aren’t any in stock, nor will be in near future. As you might have guessed it by now, she didn’t have a clue why it was the way it is. So here I’m waiting until Friday to go and pick it up my parcel. Why do I have a funny feeling that there will be either a women’s pair of shorts or some socks in it?

Probably my tube, patch kit and mirror. I got somebody else's tights. (See the 20% coupon thread) Too bad that guy didn't order a tool set like I needed. :D It's like those mystery gifts we used to give each other in elementary school - you never know what you'll get until you open the box. :D

What tights did you get may I ask? :D

Pearl Izumi thermafleece flash - can't believe how fast a few people PM'd to ask for 'em.

Nashbar is OWNED by Performance?? Really??!! I thought they were competitors... They don't have the same house brands, and Performance seems to have a wider range of house brand products, everything from brakes, cassettes, tires, to packs, pumps.

Yeah, really. I was doing a return to both Performance and to Nashbar recently, and then in addition had to do a rush order with Nashbar. In talking with the Nashbar sales person, she had to transfer me to tech support; the guy in tech support thought I'd come from Performance rather than Nashbar and started helping me from that catalog. Once I said I couldn't find the item he was talking about, he asked which website I was looking at, and told me they were both the same.

Bottom line: The prices at Performance are cheap. They have to cut corners to make it work on those margins. If you absolutely need something tomorrow, pay full price and buy it from an LBS where it is in stock. Performance will get you what you ordered or they will refund your money, even if a snafu sometimes delays the process.

whoa, bold... no, i mean literally....