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Old 07-09-09, 11:03 AM   #1
PlaidPlesiosaur
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Wonderful experience with Performance Bike

I apologize in advance for the rant, but I recently ordered a bike from Performance which they claimed to have available. My order didn't go through for FIVE days, and when I say go through, I mean even getting a confirmation email that I placed the order at all, which was claimed to be instant. When I finally did get the confirmation, it said that the bike itself had been backordered, but the membership card I ordered would be getting the 2day Fedex treatment I paid for, not the bike. The bike itself is being backordered even though they still have 5+ in stock (I called in and asked and they said something along the lines of "Hmm...seems like we have a bunch in stock but they still backordered yours anyway, don't worry though it will come in by the 29th of July"). Yes, they used the slowest shipping method possible in addition to backordering a bike that was currently in good stock. Not only did they do that, but when I asked if it was possible for them to fix it, they claimed that they couldn't fix it until the backordered bike came in and told me it was my fault. Why it was my fault, was a question they had no answer to, but don't worry Performance customer service, I'll take your word. So now I'm in a position where I cannot cancel my order because "The invoice has already gone through" and they can't even "upgrade" the shipping on the bike to the shipping I paid for. All in all, if you need a bike within a months time, I wouldn't buy from Performance, and if it wasn't for the fact that they were the only place that I could find to finance a nice bike for a cheap price and those comfy Elite bibs they sell, I would never buy from them again. Oh well. Maybe my experience can save someone the worry. Sorry if this is in the wrong forum, seemed the most appropriate but feel free to move it.
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Old 07-09-09, 11:36 AM   #2
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In using the word "wonderful" do you mean that it makes you full of wonder why someone would patronize this business?
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Old 07-09-09, 11:39 AM   #3
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Yeah pretty much. Oh well, I guess we all make mistakes.
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Old 07-09-09, 12:06 PM   #4
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I don't buy new bikes generally, so I use these companies just for parts and accessories. Years ago, I found Performance to be overpriced. I haven't given them my business in a long time. Why should a mail order place, which has lower overhead than a local shop, have high prices?!

Used bikes can be an excellent value. You have to spend more time shopping, though.
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Old 07-09-09, 01:38 PM   #5
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Yeah for future purchases I would definitely limit my purchases through Performance to accessories. Used is definitely the way to go, but I always buy the first major purchase in a new hobby new just so I know what to base the quality of future purchases upon. I kind of wish I had skipped that method and just bought a used ebay bike this time around but hey the past is the past and sometime this month I'll end up with a decent bike haha. I agree too, they should have the lowest prices possible since they do have little overhead. Nashbar is much cheaper but I don't trust my debit card with their servers after the research I've done on their identity theft issues. I just need to get a prepaid card.
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Old 07-09-09, 01:54 PM   #6
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Did you pay by credit card? If so, let them jangle performance's chains. Might get better results.
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Old 07-09-09, 01:56 PM   #7
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Plenty of folks here have had nothing but A+ experiences with Performance. I have found their prices (especially their sales) to be unbeatable. And never a problem.

They have stores everywhere, you should have let them handle the ordering for you instead of trying to order online. And who orders bikes online sight-unseen, anyway? That's just asking for trouble.
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Old 07-09-09, 04:58 PM   #8
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I guess I asked for the trouble because the bike was 1500 in store and 1000 online and they wouldn't match it at the Performance store. Figured it would be the same as the bike I tried instore.
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Old 07-09-09, 05:43 PM   #9
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The store will always match the online price. I have done this many times.
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Old 07-09-09, 06:12 PM   #10
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I'd call my card-issuing bank and institute a charge-back on them. Just explain the situation to the bank-person, and it would be done.
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Old 07-10-09, 01:29 PM   #11
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The store will always match the online price. I have done this many times.
The store within ridable distance from me (Fountain Valley) had the worst customer service I've ever had in any store I've ever shopped at. They told me they wouldn't match the online price, that it would take two weeks for them to set up the bike after it arrived, and the manager even went up to my girlfriend as we were shopping, with her looking at the bike computers, and talked to her in a childs voice and said "Those are pretty aren't they? I like this one the best because it has a lot of buttons and they are fun to play with, here press this button, cool isn't it?"

Needless to say we got the **** out of there fast, but I definitely wasn't going to get the price matched unfortunately. I have to say, with all of the trouble people are having getting jobs, it's amazing to see the kind of ******bags they had employed there.
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Old 07-10-09, 06:37 PM   #12
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Plenty of folks here have had nothing but A+ experiences with Performance. I have found their prices (especially their sales) to be unbeatable. And never a problem.

They have stores everywhere, you should have let them handle the ordering for you instead of trying to order online. And who orders bikes online sight-unseen, anyway? That's just asking for trouble.
And plenty have had bad experiences ever since they became too big for their own good.

By the way, I have had very good success buying bikes online sight-unseen. You simply have to know your own measurements and how different geometries of bikes effect their ride and your style of riding.

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The store will always match the online price. I have done this many times.
How do you know this. Have you visited the same store PlaidPlesiosaur had to deal with? Sounds like you are just throwing BS out.
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Old 07-10-09, 09:45 PM   #13
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How do you know this. Have you visited the same store PlaidPlesiosaur had to deal with? Sounds like you are just throwing BS out.
Performance is a large chain. I can pretty much guarantee that all their stores have the same policies, and the store managers and employees get identical training.

As for who's throwing BS, I have pretty much decided that the OP is trolling and this whole thread is BS.
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Old 07-11-09, 12:18 AM   #14
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Performance is a large chain. I can pretty much guarantee that all their stores have the same policies, and the store managers and employees get identical training.
I agree, I'm sure they do, but it is human nature to try to get the customer to pay more for something even if you know they could get a lower price. I guess since I'm 19 they figured I had never had a job before and I'd never been in their position so they could get away with it. I would say I don't blame Performance, but...I'm sure this store has gotten complaints before for the same reasons I had so I kind of have to.

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As for who's throwing BS, I have pretty much decided that the OP is trolling and this whole thread is BS.
I understand that it sounds ridiculous, because it is, and if it was someone else posting this I would probably think the same thing, but I sure you that this is no BS. If anything, I'm holding back quite a bit in how bad the service I have received has been. I mean seriously, the manager insulted my girlfriend right in front of me...I was so close to punching the guy square in the face that I could almost taste the prison food that would have been in my future.

So after getting everything sorted out along with them calling me 4 times while I was at work over the past few days it seems they fixed their mistakes and everything is arriving on the 15th so I'll stop complaining, but let this be a warning to anyone who decides to make a major purchase from Performance. To clear up the argument that they have too much business to deal with, in my freetime I play guitar and though I previously thought that dealing with Guitar Center was bad, I now know that it could be much worse and that they actually handle their transactions very well for a company that big. They are much bigger than Performance) and if they are that much bigger making less per item profit as they sell gear for pretty much the cheapest prices around, Performance should surely be able to afford the same servers, quality of customer service, etc. and keep up in performance with other major mail order companies. Just my two cents. I agree they have gotten too big for their own good, though they should have also grown their workforce and not just their business. I understand that massive cuts are going around and desperate measures are being taken, but major sacrifices that end up hurting customers aren't acceptable in a large company.
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Old 07-11-09, 12:47 PM   #15
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Sooo, what bike did you order and are waiting on?:
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Old 07-11-09, 01:20 PM   #16
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You can keep making claims about Performance, but I'm going to keep saying that you're (at best) uninformed. Nobody cares about your age, employment status, hobbies, or what anyone may or may not have said to your girlfriend and what you thought about it.

The facts are clear. Performance ALWAYS gives the lowest price available. If the in-store price is higher than the online price, the store will give you the online price. (Sometimes you have to show them the online price, which seems unnecessary but that has worked for me.) If you buy something and they have an online or in-store sale later, they ALWAYS refund the difference if you ask for it.

If a mistake was made, it appears that they have corrected it. That has always been my experience.
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Old 07-12-09, 11:16 AM   #17
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Sooo, what bike did you order and are waiting on?:
The Scattante R-660, I know, I know, it has Scat in the name...but it also has a nice warranty in the event that anything happens to the frame, by which time I'll probably have the cash to upgrade to a nicer full US carbon frame. It was this bike or a CAAD9 but thought I would try this one out first since it has a few nicer components and came in around 500 dollars cheaper than the CAAD9 at the LBS. With that difference...I could pretty much buy a used CAAD9 frame/fork anyways haha.

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You can keep making claims about Performance, but I'm going to keep saying that you're (at best) uninformed. Nobody cares about your age, employment status, hobbies, or what anyone may or may not have said to your girlfriend and what you thought about it.

The facts are clear. Performance ALWAYS gives the lowest price available. If the in-store price is higher than the online price, the store will give you the online price. (Sometimes you have to show them the online price, which seems unnecessary but that has worked for me.) If you buy something and they have an online or in-store sale later, they ALWAYS refund the difference if you ask for it.

If a mistake was made, it appears that they have corrected it. That has always been my experience.
Not really sure how I'm supposed to reply to this or why you posted it. The only reason I even posted any of that information was to give an example of the kind of condescending attitude they had towards me which honestly was pretty offensive. I understand that your store will match the online price, and to be honest I'm jealous because that would have saved me so much time, but the store in my area (although they probably have the same policy) seem to be pretty strict to their own idea that they won't do that. I wouldn't doubt that my store is the only one doing this either because it seems like a simple case of the employees trying to take the policies into their own hands and make some extra commission money at the cost of the customer. My point was that as much as I'd like to pin this as an isolated incident in my store, I can't. The people on the phone had such varying "company policies" that they couldn't get a single thing straight from person to person on what they were and were not allowed to do to fix the order, which kind of just blatantly says "we are untrained, incompetent, or just lazy," which sucks because they do have good prices and I would love to order most of my gear from them if they would handle it a little better.

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Old 07-12-09, 11:39 AM   #18
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You can keep making claims about Performance, but I'm going to keep saying that you're (at best) uninformed. Nobody cares about your age, employment status, hobbies, or what anyone may or may not have said to your girlfriend and what you thought about it.

The facts are clear. Performance ALWAYS gives the lowest price available. If the in-store price is higher than the online price, the store will give you the online price. (Sometimes you have to show them the online price, which seems unnecessary but that has worked for me.) If you buy something and they have an online or in-store sale later, they ALWAYS refund the difference if you ask for it.

If a mistake was made, it appears that they have corrected it. That has always been my experience.
PlaidPlesiosaur- Ordering online, etc. sucks @ times. PB website has gone through some considerable changes in the last 1- 2 months. The ordering process I see is a little fowled up at this point in time. You should have received a confirmation...that's weird. With regards to getting the lower price in the store LarryMelman is right. I once witnessed a manager instructing this crew "you always give the lower price even if it's from our website." I don't think this policy has changed since I'm still getting discounts.

PB motto is "100% satisfaction" If you're not happy with this scenario then I'd go to the store and complain or call PB and ask for a manager, customer supervisor, etc. versus talking with the order takers. I'd be pissed. Tell'em you'll take your biz else where, return the bike, etc. If there's another PB in your area they will gladly take your business. These multi-store city PB compete against one another at least with regards to sales $$ income.

Good luck
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Old 07-12-09, 12:06 PM   #19
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Thanks 125psi, I won't file a complaint this time just to give them the benefit of the doubt but if it happens again I surely will and I'll just make the commute to another store. Thanks for the luck as well
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Old 07-12-09, 10:28 PM   #20
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[QUOTE=Plaid Plesiosaur;9264349]The Scattante R-660, I know, I know, it has Scat in the name...but it also has a nice warranty in the event that anything happens to the frame, by which time I'll probably have the cash to upgrade to a nicer full US carbon frame. It was this bike or a CAAD9 but thought I would try this one out first since it has a few nicer components and came in around 500 dollars cheaper than the CAAD9 at the LBS. With that difference...I could pretty much buy a used CAAD9 frame/fork anyways haha.


Keep us posted on how you like it and overall impressions. I picked up a GT GTR series 1 towards the end of last season and absolutely love it. Looking at the specs on PB the two bikes are very very similar. I'm sure you will be very happy with it.
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