Performance Bike Return Policy change
 

Anyone else notice that Performance Bike has modified their return policy? Not that long ago it was a "Lifetime Guarantee" now it's 365 days and much more limiting.

I don't necessarily blame them for making the change.I bet the change was made because of people abusing the policy and money loser.
In my opinion, that was one of their great selling points.I'm not A fan of Performance and did not renew my membership after having it for A year, but I really like Nashbar. Owned by the same company.


Credit to 73Bronco at RBR


Returns - Performance Bike

I only joined because I bought a bike and the points (3x points) made the price ridiculously low ... but their regular prices are too high, so .....

As for the return policy ... if you cannot tell within a year if a thing works right or fits right ... then probably you are a scammer.

Once again losers ruin things for decent people.

Looks like we'll have this discussion all over again. Let me go get the popcorn.

REI used to mean return everything , indefinitely..

Even then, if it takes 364 days, you probably are too, especially when the bike has obviously been ridden hard and put away wet. That said, I've seen two separate people trying to do exactly that. Annoying, cause they generally pick a busy time and eat up the checkout lanes in their attempts, and then sit there and argue when PB points out their return policy requires a "like new" bike for a full refund.

Which, again, was ruined by scammers. Last garage sale I went to, there was a tent model that hadn't been sold for ten years, because the bungee in the poles didn't stretch. Another pair of leather boots must have had 10 years and thousands of miles on them, returned because there was a hole worn (not cut or ripped, worn) in the side :rolleyes:

Good news is I know I should have no problem returning my leaky valve sleeping pad before I leave.

I don't know.

My experience is that REI actively encourage people to return old, worn out items.


-Tim-

Hmm, guess I just don't see why one would do that. I could understand if it is a durable item which broke before its service life was over, but I guess I don't see any benefit in just giving out new boots or tents to people every couple years.

How do they "actively encourage"? Do they call you up, send you email alerts? "Hey, we notice you bought a tent ten years ago. Why not bring it back and get a new one, free?"

Cascades Designs , makers of thermarest will repair their products. you go thru them directly..


:rolleyes:

Having a lifetime satisfaction guarantee in and on itself encourages it.

My experience with REI is that they don't so much as actively encourage returns but rather they just stand behind their guarantees and warranties. That's a big asset in a retailer these days, and I believe that if they keep this willingness to exchange defective products, then people will be more willing to remain customers even if something doesn't work out right.

I have a Big Agnes, and it started leaking the second night I used it. Going back to REI. Still have yet to determine if I will pay extra for a different model, or just find a way to stick a foam roll into my bike box.

Indeed .... but that is not "active."

I mentioned last spring that the weather had warmed to the point where I could not wear the Arc'teryx thermal running shirt I had purchased. "Why don't you return it and get something cooler?" was the response. Nothing was wrong with the garment - it was just too warm to wear it!

There was a customer discussing an ultralight sleeping bag purchase with the manager. He mentioned that it was loosing a little down which is quite normal. The manager encouraged him to return it but the customer didn't feel comfortable doing so after having hiked the whole AT in it. The manager argued.

Etc.


-Tim-

I have very little experience with Performance.

REI is technically a consumer owned non-profit cooperative, and thus one would expect pro-consumer policies.

My guess is that the REI return policy costs them almost NOTHING. The reason is that only a small portion of the items are returned in damaged condition. Maybe 1%? So they still make their sales margin on 99% of their merchandise. Of those 1% returns, most of them are resold at cost, so the company still isn't losing big bucks.

And happy customers make for a good business, and good marketing.

I would only argue, though, that it works because most don't take advantage of it. If every customer started demanding new shoes when theirs wore out, or replaced tents or sleeping bags after normal wear and tear took them out, or just swapped out shirts based on the season, those policies would have to go away in a hurry.

FWIW, I don't truly view REI as a co-op, more a place where I pay $20 for a lifetime of rewards and benefits.

True,

Policies, or perhaps merchandise would change if there was a large number of returns.

The question might be why were the items being returned?

• Customer just getting tired of the item and wanting something new?
• Worn out... soles of shoes?
• Faulty Merchandise? Something like a zipper really should never go bad. If zippers have failed on sleeping bags or backpacks, perhaps they should come back.

I suppose that might bring one back to bicycles.


Most everyone considers tires to be wear items. Put enough miles on them, and they need to be replaced, although a blow-out in the first 100 miles usually isn't a wear issue.

On the other hand, a bike frame should last for a very long time, and probably should be able to withstand even moderate impacts. I would consider many failures like front or rear derailleur hangers breaking and damaging the underlying frame as being a manufacturing and design problem.

See ... now That is "active."

About a year ago I was in a Performance store and was looking at a touring bike for a trip I was considering (I later decided to use my recumbent for the trip). I was bouncing against the idea that, while it was a good choice or touring, it wasn't what I wanted for commuting and local use.

The manager told me that I could buy it, take it on my tour and then come back, clean it up and trade it on a bike for local riding. While it almost sold me, I couldn't help but think that there was a flaw in that business model. It is an example of what happens when corporations incentivise the wrong things.

You do know that REI went to a year return policy, no? About 3-4 years ago.

REI will still take things back in any condition during that year. Performance now requires like new for any returns.

Nah, it is a great business model. Get the product out the door, and when you bring it in in a couple months and deal with someone else doing the return, their response will be "we would never say that, this bike is not in new condition".

I was never a great salesperson (from the company's perspective) when I worked retail, but that kind of crap went on all the time when I worked at Office Max. Quite a few people would sell computer insurance plans by telling the person they could toss the computer down the steps in 1 year and 11 months, and get a brand new one swapped out in store. Blew up in their face, when the insurance claims process changed, and we were then required to tell them they'd be without a computer for a couple weeks while it sent in to be repaired. Got to deal with some amazingly overjoyed customers when that happened.

Getting the product out the door is priority #1 in retail. Do whatever you can to get it out the door, if it comes back you (or more likely, your coworker) can deal with that then.

Yet a certain someone advocates "beating" a bike for a full year and sending it back, with no questions asked, for just a small restocking fee. A bonafide scammer indeed. :-)

Do I "advocate" it or mention that it can be done? Do i suggest doing it? Have I ever done it? Are you trying to pick a fight because you are such a miserable person?

No, No, No, probably.

That is indeed Nashbar's policy. I didn't say one should do it. i said it was (and is) their policy.

You don't like their policy, take it up with them.

Thanks for calling me a scammer, shower-sack. LOL I know we are both just teasing one another.

if you really wanted Honest discussion you might include my post from the start of this thread:

But you didn’t ... because you aren’t.