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Old 05-13-05, 02:25 PM   #1
G-Unit
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What is up with Performancebike.com??

I placed an order for pedals on their website this past Tuesday. I got the email confirmation # after that but...

... it's Friday now and they still have not processed my order.

I checked my order# on their website and it says there's no information for that order, and my credit card has not been charged... I haven't had a chance to call and speak to them though... but what kind of business practice is it to let orders sit around for days (or who knows how long)??


Anyone else ever have this happen to them with Performance Bike?
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Old 05-13-05, 02:43 PM   #2
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Quote:
Originally Posted by G-Unit
I placed an order for pedals on their website this past Tuesday. I got the email confirmation # after that but...

... it's Friday now and they still have not processed my order.

I checked my order# on their website and it says there's no information for that order, and my credit card has not been charged... I haven't had a chance to call and speak to them though... but what kind of business practice is it to let orders sit around for days (or who knows how long)??


Anyone else ever have this happen to them with Performance Bike?
Awhile back I ordered some stuff from Perf online and opted for the 2nd day air shipping. As with you, a week went by and no order, no word, nothing. I sent an e-mail and after 2 more days they said I needed to phone them. Turned out my credit card co. stabbed me in the back even though they had $1000+ overpayment in my account. Performance didn't have the time to tell me. Last thing I ever ordered from Perf. Oh yea, at the same time I placed an order with Nashbar. Same deal, same outcome. I don't order from them anymore either. I'm sure they're both heartbroken.
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Old 05-13-05, 02:53 PM   #3
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So I called up Performance Bike and they said the pedal I ordered was discontinued and my order was never placed... They didn't Bother sending me a simple email to say "Sorry it's out of stock/discontinued/whatever"

And I asked the operator if I can get an email confirmation that my order has been cancelled and she says "Sorry I'm unable to do that, our system doesn't allow that"...

I was like "OK, whatever".

Just made sure my CC will not be charged... still, what freaking kind of company can't send an email confirmation that your order was cancelled? Amazon.com does that automatically.


I'm just going to stick to the LBS I guess... so many of them to choose from in NYC anyway!

I have always wanted to check out Conrad's Bike Shop... I guess I'll to tomorrow.

Won't order anything from Performance Bike from now on.
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Old 05-13-05, 03:03 PM   #4
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Well I place an order Wednesday for some jerseys and I got them all today. I've never had a problem with Performance. Or Nashbar for that matter. Got nothing but good things to say about them.
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Old 05-13-05, 03:15 PM   #5
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Well I place an order Wednesday for some jerseys and I got them all today. I've never had a problem with Performance. Or Nashbar for that matter. Got nothing but good things to say about them.

They must not like Yankees
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Old 05-13-05, 03:16 PM   #6
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Quote:
Originally Posted by G-Unit
So I called up Performance Bike and they said the pedal I ordered was discontinued and my order was never placed... They didn't Bother sending me a simple email to say "Sorry it's out of stock/discontinued/whatever"

And I asked the operator if I can get an email confirmation that my order has been cancelled and she says "Sorry I'm unable to do that, our system doesn't allow that"...

I was like "OK, whatever".

Just made sure my CC will not be charged... still, what freaking kind of company can't send an email confirmation that your order was cancelled? Amazon.com does that automatically.


I'm just going to stick to the LBS I guess... so many of them to choose from in NYC anyway!

I have always wanted to check out Conrad's Bike Shop... I guess I'll to tomorrow.

Won't order anything from Performance Bike from now on.
Don't necessarily give up on on-line. Pricepoint and Jenson I can recommend.
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Old 05-13-05, 03:21 PM   #7
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I had a similar experience with Performance. I returned a Spinervals DVD to them in exchange for a different title. Waited and waited for the new one to come, but it never did. I finally called, and, yep, the title I wanted was out of stock so they just credited the original credit card. No e-mail. No letter. No phone call saying, "sorry, this is sold out, would you like something else?"

Prior to that, I had had pretty good experience with Performance, so I'd defend them when others bad-mouthed them. Oops.

Can you believe people pay extra money to be "Performance Team Members"? Talk about masochistic.
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Old 05-13-05, 03:36 PM   #8
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As to LBS's, the ones near me are honest, but they make mistakes, too. They often take a few days or a week to place an order with their supplier. They also don't always call immediately when it comes in.

One time, it took them days to place the order, when I got it a couple weeks later, it was the wrong size (their mistake), so they placed the order again. A week or so later I called to check on it, and they said, "don't call us we'll call you." A few weeks later, I called again. They said it had come in, but they put it on the floor and sold it. A week or two later, I finally got my part.

(I may be off a little on the dates because it's been some time since they did it.)

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Old 05-13-05, 08:09 PM   #9
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Have never had a problem with on online bike store, but have only used them maybe half a dozen times, total for Nashbar, Performance and Supergo combined. Prefer to go to a brick and mortar LBS where I can touch what I am buying. No question then about availabilty, color, size, etc. Browse globally, buy locally when you can.
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Old 05-13-05, 08:13 PM   #10
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Quote:
Originally Posted by G-Unit
I placed an order for pedals on their website this past Tuesday. I got the email confirmation # after that but...

... it's Friday now and they still have not processed my order.

I checked my order# on their website and it says there's no information for that order, and my credit card has not been charged... I haven't had a chance to call and speak to them though... but what kind of business practice is it to let orders sit around for days (or who knows how long)??


Anyone else ever have this happen to them with Performance Bike?
Hm...I just placed an order online for two jerseys the day before yesterday. I called to find out the order status yesterday, and the gentleman told me it would ship tomorrow (today) and would arrive in seven to ten days. My wife just called me and told me there was a package from performance at the house with two jerseys. Probably the only time something arrived TOO early!
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Old 05-13-05, 09:04 PM   #11
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G- you cannot get a break, can you? First the runaround @ a LBS, now online! You should stop riding bikes and curl up on the couch.

Then only you have to worry about the pizza delivery guy screwing up.
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Old 05-13-05, 10:33 PM   #12
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"They must not like Yankees"

Naw, they just don't like disco.
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Old 05-14-05, 12:11 AM   #13
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you get what you pay for

i went to REI to look for bearings for my crankbros eggbeaters: 10 min wait, got referred to 2 different employees, answer: no we don't carry them, but you can buy a new set (priced 20% more than other places)

next i went to a supergo store, the guy at the counter goes into a 3 minute spiel about how there are so many pedals and companies and bearings out there, it just doesn't make sense for them to carry bearings, and why don't i just buy a new set of candys from them (which i already have)

then i went to a performance store, the mechanic right away gave me directions to a lbs 4 miles away where i finally bought the bearings for $15

on line, i had no problem with either performance or supergo other than getting my stuff 2-3 days late

side note rant: i love my crankbros elegant design, but what sort of company knows that their bearings fail (they actually include instructions on bearings replacement with their new pedals), but they don't do anything about redesign or including replacement bearings or using better bearings/seals. after all, the bearings aren't cheap at 20% of the price of a new set of pedals. crappy thinking, i say.
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Old 05-16-05, 08:09 PM   #14
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I bought 2 bikes from Performance and was a loyal customer until I bought a set of tires that where defective. They looked like they had 5000 miles on them with little sand granuals stuck into the rubber on the tire because the rubber was so soft. They looked like I rode the 2 weeks with them over glass and razor blades. When I took them in to show them I was told there was nothing wrong with them and was a real Ahole to me when I ask how do you explain the condition of the tires? I E-mailed the company and told them of it. No reply but thats the last of my business. BEWARE they must not give a **** less what the customer thinks.
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Old 05-16-05, 10:34 PM   #15
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About 3 weeks ago I ordered something from Performance and my order sat around for a couple of days before it was finally shipped out. 2 day shipping turned into 5 day shipping. Normally I wouldn't care, but I was moving out of my dorm and if the stupid package didn't come soon I probably would never have gotten it. I'm still not sure what happened with that. It was a pretty big order with a lot of random stuff, but everything was supposedly in stock.

Oh yeah....they say if you order by 4:00 they'll ship it out the same day, but that's a lie. It seems like no matter what time I order they always ship it out the next day.

I hate to bash Performance, though. I've ordered a lot of stuff from them and I've hardly ever had any problems. On top of that, their prices are tough to beat when coupons are out.
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Old 05-16-05, 10:58 PM   #16
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Quote:
Originally Posted by BostonFixed
G- you cannot get a break, can you? First the runaround @ a LBS, now online! You should stop riding bikes and curl up on the couch.

Then only you have to worry about the pizza delivery guy screwing up.

I just expect good customer service. We live in the 21st Century, not the 1800s relying on the Pony Express.

If placing an online order for something and not hearing a thing from the place you ordered from for 4 days is OK with you then you must be a real schlub... and I mean that in a nice way... (people must cut in front of you in lines a lot).

They didn't notify me that my order wasn't processed until I called them 4 days after ordering from them.
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Old 05-17-05, 03:33 AM   #17
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Typica performance bike. Gotta take the good(well maybe avaerage) with the bad. But they can be very frustrating to deal with.
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Old 05-18-05, 07:51 AM   #18
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I am not sure I would order from Performance again. I just recently bought some parts from them that all turned out to be backordered. Of course their website did not specify that nor did I receive an e-mail telling me the parts were backordered. The real kicker is that when they finally shipped everything, they shipped it parcel post even though I paid extra for Fedex two day air.
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Old 05-19-05, 08:10 AM   #19
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Quote:
Originally Posted by Kabloink
I am not sure I would order from Performance again. I just recently bought some parts from them that all turned out to be backordered. Of course their website did not specify that nor did I receive an e-mail telling me the parts were backordered. The real kicker is that when they finally shipped everything, they shipped it parcel post even though I paid extra for Fedex two day air.
Then ask for a refund of the entire shipping costs--they'll probably give it to you. But they'll probably try to get you to accept a credit, first.

Be careful about criticizing merchants for mistakes until you've given them the chance to make it right.
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Old 05-19-05, 09:02 AM   #20
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I probably would not criticize them if they would have responded to the issue in the correct and timely manner. Instead e-mails to their customer support went unanswered and calling helped little despite what the order summary said was the shipping method chosen and the amount they charged my credit card.

The odd thing is that I never had a problem with Nashbar, which is owned by the same company.

Quote:
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Then ask for a refund of the entire shipping costs--they'll probably give it to you. But they'll probably try to get you to accept a credit, first.

Be careful about criticizing merchants for mistakes until you've given them the chance to make it right.
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Old 05-19-05, 09:57 AM   #21
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I've bought a few things on-line through Performance. I've never had a problem with my orders, but I have found that Performance is much slower to ship than other on-line shops. The fastest shipping has always been Excel Sports.
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Old 05-19-05, 02:49 PM   #22
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Quote:
Originally Posted by Kabloink
I probably would not criticize them if they would have responded to the issue in the correct and timely manner. Instead e-mails to their customer support went unanswered and calling helped little despite what the order summary said was the shipping method chosen and the amount they charged my credit card.

The odd thing is that I never had a problem with Nashbar, which is owned by the same company.
Then why not call your credit card company and ask them to refund the difference in shipping costs (after giving Performance's 1-800 number one more try)?
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Old 05-24-05, 12:45 PM   #23
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I've used Performance for years and was a big fan. This year, they've been HORRIBLE. I'm still trying to get things right. I think they finally got too big. Problems include:

-Online says in stock, place an order the person taking the order says in stock, but the item isn't in stock. When backorders ship, they go ground (even for Performance team).

-The online order status system takes up to 5 days to update

-Customer service doesn't work weekends

-They've recommended and shipped the wrong size item, when I return it, I don't think they automatically refund shipping unless you press the issue

-The order tracking system isn't real time

-I was sent an order, one of the items I ordered, only the box came, the item was missing

I'm really unhappy with them, but I hope they can get all their problems sorted out.
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Old 05-24-05, 01:27 PM   #24
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I've never had any trouble with Performance, but two weeks ago I made the mistake of going to the LBS, a beacon in the area for cyclists, for new brake pads. I took the old one in to show them. I told them it was for a Shimano 600 brake set. They sold me some no name brand for $32. When I took them home they did not fit. They were too long and hit the seat stays and front forks. Went back and they told me they would order the right ones. After going back 4 times they told me just to put a couple of washers on the brakeset to make the new pads fit. At this point I just chalked it up to a learning experience. On the way out they yelled over to the cashier to charge me 50 cents for each washer. I checked later on Performance and real Shimano brake pads were $20 for 4.
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Old 05-24-05, 03:19 PM   #25
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Quote:
Originally Posted by G-Unit
I checked my order# on their website and it says there's no information for that order, and my credit card has not been charged...
Anyone else ever have this happen to them with Performance Bike?
I've only used Performance twice. The actual orders arrived at my home before any status for the order showed up on the web site. I like that!
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