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Old 08-20-03, 04:37 PM   #1
Twitchology
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Screwed by Performance...

I ordered a pair of Candy SLs and a Jersey from Performance last Saturday, with overnight shipping so that they would arrive on Tuesday simultaneously with my shoes from Pricepoint. Tuesday came and went, no pedals. I've been busy at work during Performance's loser east-coast-only hours, and didn't get a chance to call them until just now (to find that they are indeed closed).

So, I forked out $19.00 extra for shipping, my pedals are two days late, and I have had to cancel two rides because of it. What should I demand from Performance? I'd like my shipping charges refunded, of course, but I'd like some compensation beyond that. If they toss me a %20 off coupon, I'm going to laugh.
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Old 08-20-03, 04:46 PM   #2
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So have you called Performance to find out what happened? there could be numerous reasons why its late the shipping company could of dropped the ball, or they are out of the pedals and have back ordered them. Find out what happened then you can decide. If it is shipping or an error on their part have them pay for shipping and maybe a 20% off coupon. If it has been back ordered your out of luck. I have had a couple of problems from Performance but have always had the problem taken care of or explained to me. I know there is a three hour difference but you can still get a hold of them during the day.
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Old 08-20-03, 04:51 PM   #3
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did you order online? I worked for a mail order company and i know how hard it is to get everything out the day it was ordered. So i can see 1 day "late" where the shiped it the following day. I would call and speak with a manager and see what you can get from them, most companies will give some compensation
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Old 08-20-03, 04:58 PM   #4
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NDA is guaranteed to arrive the day after it was shipped, I learned from experience that bike nashbar and performance bike do not have a policy to ship items the same day they were ordered. Most mail order companies have a cut off time for same day shipping... performance is not one of them.
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Old 08-20-03, 06:28 PM   #5
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That is true- I would do the overnight shipping and then I'd get confirmation 2 days later that the package was just shipped! After that, I just do like 2 day shipping, since I figure it'll end up taking about the same amount of time.

Call and complain anyway.... maybe that 20% off can be applied towards a 40% off, and suddenly, that coupon is no laughing matter....

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Old 08-20-03, 09:26 PM   #6
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I will say this for performance, they will try to make it right if it was their mistake. Talk to a Customer Service Manager and see if he/she can't help you. I bet they give you a credit for your shipping. In the economic environment we are experience, these companies are really going out of their way to accomodate customers. I have done a fair amount of biz with them; they have made a fair amount of mistakes, but they always make them right for me.
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Old 08-21-03, 12:13 PM   #7
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Well, I just got off the phone with them. Even though I had received order confirmation and everything, it never got processed on their end. The customer service associate offered to replace the order for me and cover the difference in shipping between standard and Overnight, which I would've been fine with, but then she wouldn't take the coupon code that their Customer Service itself had e-mailed me. I asked if I could forward it to her for proof of its existence, and she said no, so I asked to talk to her supervisor, and she put me on hold, came back and told me he was busy. I asked again if I could forward it, she said I could fax it, but I don't have a fax machine. So I got her supervisors name and am forwarding the coupon code and a copy of my order confirmation to him...I just sent it out now, and I hope he makes it right. I hate being that jerk on the phone.
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Old 08-21-03, 12:32 PM   #8
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I have nothing but bad luck with Performance and Nashbar .... their service sucks and it seems that more people are having this type of experience with them then used to. I don't mind paying a ltitle more to know that I am getting good/reliable service and therefore refuse to use Performance or Nashbar for anything.
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Old 08-21-03, 01:23 PM   #9
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I orderd something from performance (heart rate monitor), actually the only thing i'd ever ordered. A few days later they called to make sure I got it and was happy with it. I thought it was a nice touch. They're definately trying
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Old 08-21-03, 02:48 PM   #10
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I ordered 2x from performance and they screwed up my order both times.

The first time, I ordered some parts and a wheelset. When everything arrived, I was excited to finally be able to ride my bike. Except they only shipped one wheel. Bummer. I called and they shipped the second wheel.

The second time, it took them forever to ship the parts I ordered. On top of that, when they finally did ship, they shipped USPS ground, which is SLOW. Why couldn't they spend an extra 50 cents and ship it priority? When I called to check up on the order, they stated that they had not even shipped it yet when in fact they had (I received it later that day). C'mon, they didn't even know that they shipped it? On top of that, one department was blaming the other department. Note to performance: People don't care about how you do business and all the drama that goes on behind the scenes. It doesn't change the fact that it took me over 2 weeks to get my parts. To add to it, they sent me the wrong front derailleur. I was so fed up, I didn't even bother with returning the derailleur. I just kept it and put my old derailleur on.
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Old 08-21-03, 03:49 PM   #11
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Well, finally got it sorted out. They're giving me overnight but charging me the ground rate, and honoring my 20% off coupon. I wish I had gotten more in compensation for the inconvenience, but right now I just want my flippin pedals.

Penalty Performance Bicycle, 5 yards.
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Old 08-21-03, 05:12 PM   #12
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Does Performance or Nashbar monitor these forums?

I know that some time back there was someone from Bicycling Magazine who monitored Usenet and perhaps Bikeforums - I am not sure about that - and, anyway, I have seen a difference in Bicycling articels. A number of longer and more in-depth articles, and some pointed at different populations - such as touring, seniors, etc. I think they have improved.

If not, perhaps we need to email entire threads like this (there have been a couple recently) to their president??
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Old 08-21-03, 06:15 PM   #13
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I'll guarantee you one thing- after reading about this problem, I'm going to triple check that my orders go out on the day I call it in. I will be sure to call them every hour until I am sure they shipped it.

Then again, I may just heed the warning and not order the stuff I really want and/or the expensive stuff from Performance until I am sure they can control their problem and get the order out on the day I make my order.

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Old 08-21-03, 08:35 PM   #14
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I have never had any trouble with Performance except in Jersey sizes You have to be-careful there are differences in American Sizing and European, but I digress. From what I have come to under stand that if they get an order by 1:00pm EDT that they usually get it shipped out. Our company is the same way we try and get anything ordered before 3pm PDT out, but then again sh*t happens. If they have a busy day, the item is back ordered, or whomever is picking the order has their head up their..well you know or it is just to darn busy to get it out the door. All the carriers have cut off times so you can only pack stuff for so long. By the sounds of your dealing with CS you got a bad operator most of them I have dealt with have been very helpful. But then again they have been going through some corporate changes and now their phone center is handling almost twice the volume the question here is did they staff up to handle it and are you dealing with a bunch of new people, or they didn't staff up and your dealing with a bunch of overloaded cranky reps. I guess I better keep an eye on them when ordering.
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Old 08-21-03, 08:45 PM   #15
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i have emailed them links to these forums and to to specific threads about their companies, they probably just dont care. I have had really good and really bad experinces with both. My last order from nashbar, they forgot to put one of my needle shimano lubes in with the 2nd day shipment, so they shipped it overnight so it would arrive att he same time, i placed the order online sunday and recieved it wednesday, they even emailed me tracking info.
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Old 08-21-03, 08:48 PM   #16
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Yes, I find that Nashbar has excellent shipping and feedback from the time they ship. I like getting the notification that it's been mailed and the tracking number so I can track.
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Old 08-22-03, 12:17 PM   #17
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As the saying goes, one dissatisfied customer will tell 11 other people, one satisfied customer will tell only one other.

I've ordered almost exclusively from Performace for almost three years (I've had limited experience with Nashbar and Colorado Cyclist). I had one problem where they shipped to my old address right after I had moved. My order had the correct address, but their computers didn't update. They went out of their way to make it right.

Other than that I have had no problems. Like others, I find that overnight might actually mean overnight +1, depending on what time of day I place my order.

In general, I've been very satisfied. Of course, I'm arelatively easy consumer to please...I try to put everything in perspective. If no one's going to die as a result of an error, and if the company does what it can to remedy the situation, I generally don't get upset--life's too short.
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