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-   -   Hosed By Performance (https://www.bikeforums.net/road-cycling/258969-hosed-performance.html)

JayC 01-07-07 08:08 PM

Hosed By Performance
 
This just hasnt been my weekend. First, I notice that the clearcoat is coming off my Pedal Force Fusion frame and if that wasn't bad enough, today I'm looking at my debit card transactions and see a $20.00 charge for Performance Bike. I haven't bought anything from Performance in a while so I was like WTF??!!

So I get to thinking about it and I'm pretty sure I know what the charge is. Remember the "Spend $50.00, get $20.00 off" coupon they had a while back? Well, I bought several cases of Clif bars and needed like $1.50 to get myself over the $50.00 limit so I tossed in a pump mount because it was the cheapest thing I could find on the site.

Well, when my order showed up, a box of Clif bars was missing. It was the seasonal bars and they were noted as "backordered" on the invoice. Near as I can figure, they canceled the bars because they were seasonal and weren't going to get any more and billed me the $20.00 for the coupon because it fell back under $50.00.

Since I havent bought anything from them in a while, I can't come up with any other reason for a $20.00 charge. I'm not sure if it's even worth calling and compaining about it.. I havent had much luck with Performance's customer service.

gobes 01-07-07 08:12 PM

They may have automatically renewed your team performance membership (if you had one). Though I thought they raised the price to $25 this year???

JayC 01-07-07 08:14 PM

My Team Performance isnt due for several more months.

VanceMac 01-07-07 08:22 PM


Originally Posted by JayC
I'm not sure if it's even worth calling and compaining about it.. I havent had much luck with Performance's customer service.

I can't sympathize if you didn't even bother to investigate. It took you longer to write that than it would have to call them.

JayC 01-07-07 08:24 PM

It's Sunday.. they arent open. Duh.

blandin 01-07-07 08:26 PM

Given what's been happening, I'd keep an eye open for black cats and leaning ladders. Hope things turn around for you

Coyote2 01-07-07 08:26 PM

I know this seems unsympathetic (and it is), but their action seems pretty reasonable, to me. You didn't end up buying $50 worth of stuff, so why do they owe you the $20 discount? After all, if (after deducting the value of the out-of-stock item) your actual total came to $15, would you expect them to credit you $5 on the the transaction?

JayC 01-07-07 08:28 PM

It wasnt my fault the Clif bars were out of stock. Its not like I TRIED to order $50.00 worth of out of stock stuff. I would have gladly switched to a box of bars that were in stock had they at least attempted to contact me about it.

DXchulo 01-07-07 08:31 PM

They really need to do a better job of keeping track of what they have in stock and what they don't. It's a pain in the ass to order something and then later find out it's out of stock, but that sort of thing happens all the time with them.

DXchulo 01-07-07 08:34 PM


Originally Posted by JayC
It wasnt my fault the Clif bars were out of stock. Its not like I TRIED to order $50.00 worth of out of stock stuff. I would have gladly switched to a box of bars that were in stock had they at least attempted to contact me about it.

:lol: Oh yeah, and I forgot about that part. Last time I ordered something that was out of stock (but wasn't listed as such on the website) they didn't tell me, either.

JayC 01-07-07 08:34 PM

I don't really fault them for the $20.00 chargeback, I mean, I can sort of understand it but I do fault them for A) not showing the stuff was out of stock to begin with and B) not contacting me to make some kind of substitution in the order.

Strong Bad 01-07-07 08:38 PM

I've had my share of problems with Performance over the years.
Now, I only order from them as a last resort.

zonatandem 01-07-07 08:40 PM

Mailorder?
Lesson learned: support your local bike shop!

JayC 01-07-07 08:48 PM

Even with 3 cases of Clif bars plus the $20.00 hit, I saved money over buying it from the LBS.

Rest assured, the LBS gets plenty of my money.

StanSeven 01-08-07 08:21 AM

I've noticed that Performance graduallu increased this "list" prices higher than anyone else, inclding LBSs. While thier sale prices are usually good, the regular prices at both the stores and mail order are often very high compared to their competitors. It's not the same comapny as it used to be.

Strong Bad 01-08-07 08:25 AM


Originally Posted by zonatandem
Mailorder?
Lesson learned: support your local bike shop!

Don't even get me started about the local bike shops!
I'll do it myself, thanks. Oh, yea, and I'll get the correct stuff, and it will be done right.
The minor fly in the ointment that occasionally occurs from on-line shopping is 100x worth it.

teterider 01-08-07 09:00 AM


Originally Posted by StanSeven
It's not the same comapny as it used to be.


No its not. I don't know if Gary Snook either is no longer in control, could care less about his company anymore, or has has just become a jerk. I hope the reason is things have turned sour to his dismay and he's working to fix them.

1) Stupidly bad standard shipping. There is no reason for this at all.
2) Issue with keeping items in stock and long backorder waits.
3) Reports of unqualified people helping customers in retail stores.
4) Closure of all US manufacturing; moved to Costa Rica.
5) Lack/Loss of selection.

What remains good is the 100% satisfaction policy. They still have good clothing at good prices and the Elite and Ultra shorts remain a great choice.

I've been ordering from Performance since 1987 so I have good knowledge of how they've changed.

e78990 01-08-07 11:08 AM

That just sounds like a lot of trouble for just Cliff bars.

baxtefer 01-08-07 11:30 AM

you should definetly give them a call. my only experience with performance customer service was positive (and it was about the same $20 deal)
I forgot to apply the $20 coupon to my second of 3 orders in a day. Called them the next day - even though the order had already shipped (arrived in 2 days) they credited the $20 back to my card right away.

JayC 01-08-07 11:44 AM

Im going to ring them up when I get back from the gym. Im not expecting much so maybe Ill be surprised.

jamiewilson3 01-08-07 11:51 AM

I actually ended up returning some of my $20 off $50 items to a retail store when I was in Atlanta that I ordered online. They were all from different orders. They didnt bother to remove my $20 off rebates. With free shipping as well, I ended up getting a Performance Pump for $5 and a free PI head cover. I felt bad about it, and I told the clerk about it, but he said dont worry about it. Win some, lose some, I guess.

JayC 01-08-07 12:01 PM

Went ahead and called them anyway. They have no record of this transaction.. doesnt show up in their computers under my credit card number or on my account. Now I gotta fax them a copy of the debit card statement so they can figure out why they charged me $20.00 and have no record of it :(

Vinokurtov 01-08-07 12:01 PM

Where are you losing the clear coat on the Fusion?

I've put around 650 miles on mine so far and love it...

JayC 01-08-07 12:20 PM

On the non drive side chain stay. The clear turned a funny light green color and kind of crumbled up. Looks like dried up sports drink, which is what I thought it was. When I rubbed my finger across it to remove it, the clear came off.

msheron 01-08-07 01:15 PM


Originally Posted by JayC
Went ahead and called them anyway. They have no record of this transaction.. doesnt show up in their computers under my credit card number or on my account. Now I gotta fax them a copy of the debit card statement so they can figure out why they charged me $20.00 and have no record of it :(

Now they know and will correct it most probably. As far as the clear coat coming off.......they were good to me on a warranty issue with my QS2. They should stand behind it.


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