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Old 11-08-04, 02:34 PM   #1
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6 days ago Iíve 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 donít even have them in stock+don't know when will. They also donít 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 donít think I will ever order from them again

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Old 11-08-04, 02:38 PM   #2
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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.
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Old 11-08-04, 02:46 PM   #3
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Quote:
Originally Posted by Daily Commute
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 donít 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.
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Old 11-08-04, 02:53 PM   #4
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I recently order XL mens bib shorts and received womens medium tights instead. The people in the warehouse must be on crack.
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Old 11-08-04, 03:01 PM   #5
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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..
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Old 11-08-04, 03:04 PM   #6
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Originally Posted by Relayer
I recently order XL mens bib shorts and received womens medium tights instead. The people in the warehouse must be on crack.
rofl
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Old 11-08-04, 03:12 PM   #7
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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.
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Old 11-08-04, 03:18 PM   #8
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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 30ís or overpay 50 bucks for the same bibs in my local store.

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Old 11-08-04, 03:24 PM   #9
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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.
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Old 11-08-04, 03:31 PM   #10
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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.
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Old 11-08-04, 03:38 PM   #11
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I just received a fax from them, ďDelivery Claim FormĒ I have to sign it and as they told me, they will give a full refund. Iím looking forward to checking my cc balance tomorrowÖ
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Old 11-08-04, 04:45 PM   #12
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I ordered several jerseys, shorts, pedals, and energy bars. They arrived in 3 days and everything was in order.

Adam
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Old 11-08-04, 06:20 PM   #13
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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.
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Old 11-08-04, 07:00 PM   #14
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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.
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Old 11-08-04, 07:03 PM   #15
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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.
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Old 11-08-04, 07:04 PM   #16
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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.
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Old 11-08-04, 07:07 PM   #17
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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.
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Old 11-08-04, 08:34 PM   #18
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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.
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Old 11-08-04, 08:34 PM   #19
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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.
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Old 11-08-04, 08:56 PM   #20
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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.
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Old 11-08-04, 09:28 PM   #21
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Quote:
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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
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Old 11-08-04, 09:33 PM   #22
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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.

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Old 11-08-04, 09:38 PM   #23
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Thanks koffee! I sure hope so.

And to some of you guys over here, Iím sorry you taking it like that. I didnít ask for a confrontation nether was I seeking an argument. I also wasnít 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. Iíve 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 didÖ

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Old 11-09-04, 03:45 AM   #24
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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.
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Old 11-09-04, 04:42 AM   #25
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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)
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