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Performance Customer Service

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Old 07-24-09, 01:50 PM
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TheBikeRollsOn 
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Performance Customer Service

In early May I ordered a few things from Performance Bike; a set of tires and tubes, a forte stem, and a forte threadless stem adapter. So far these are the problems I've had so far; the forte stem was on backorder, I asked when it would be ready and was told late June, so I was like well I'll just order one in a slightly bigger size, and I asked them to cancel my first order (this was like 2 days after I was told it would be late June). So I ordered the stem in another size and in the comments sections asked to cancel the previous order. The next day I got a shipping confirmation for 2 stems and had been charged for both of them. They hadn't cancelled the order and had shipped both. So I sent the unwanted stem back and it took over 2 weeks to get my money back for it. Then once I had my parts I was excited and started to change stems only to find they sent me the wrong size stem adapter, so I shipped it back, and had to pay for shipping myself. It arrived on June 13th and I heard nothing from them for nearly a month so I emailed them and they told me they would process it and ship it back to me, 2 weeks later I e-mailed them again and they told me the same thing. A few days later I got a shipping confirmation and a few days later it arrived in the mail. So it arrived in the mail around July 20th. So finally, after nearly 3 months I can change my stems and put on my new road drops... until I started to change them and find that they sent me the wrong size again. At this point I don't even know what I should do. I have typed up a letter of dissapproval that I will be mailing them (not emailing) and I think I'll send to stem back ask for my money back and to be reimbursed for shipping and then just order the stem adapter from somewhere else.

Has anyone else that has ordered from Performance Bike had these issues? Any advice on what I should do? It's been 3 months and I still haven't been able to actually complete my conversion to how I want it.

Sorry for the rant I'm just bummed about this and not really sure of what to do.
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Old 07-24-09, 02:00 PM
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PedallingATX
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It happens, man. Even good shops can have bad customer service sometimes (not saying performance is a good shop, though...) You should definitely expect to get your money back for all of this and to be reimbursed for shipping. I would be surprised if they didn't meet those requests. Order from another shop next time. I have had good experiences w/ Jenson, AEBike, and Nashbar.

The Performance store in Austin is great. I am good friends w/ a mechanic who works there and get all my work done for free. Since they aren't an LBS, they are less likely to up-charge everything.
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Old 07-24-09, 02:11 PM
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I feel sketchy ordering from Nashbar after all of the identitly theft stuff. But I suppose you're right, it happens, it just sucks it had to happen to me.
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Old 07-24-09, 02:14 PM
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i didn't know nashbar had identity theft cases? link?
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Old 07-24-09, 02:19 PM
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Sucks about the troubles you're having, though I have to say you were kinda asking for it by trying to "cancel" a previous order in the comments section of a new order. That's something that needs to be done over the phone, or at the LEAST by email.

I would never expect the people on the other end to pay attention to what you write in the comments section.

Originally Posted by PedallingATX View Post
i didn't know nashbar had identity theft cases? link?
Har har.
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Old 07-24-09, 02:31 PM
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Originally Posted by dsh View Post
Sucks about the troubles you're having, though I have to say you were kinda asking for it by trying to "cancel" a previous order in the comments section of a new order. That's something that needs to be done over the phone, or at the LEAST by email.

I would never expect the people on the other end to pay attention to what you write in the comments section.


Har har.
I had an ongoing email conversation in which I asked them to cancel the order, and just to be safe I added it in the comment section.

and if you really didn't know about nashbar here is a link, you could probably find more just with google or searching bikeforums though

http://austinontwowheels.org/2009/07...raud-possible/
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Old 07-24-09, 02:48 PM
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I order from Universal Cycles for most of my large orders. You'll talk to Mike or Schmitty and if you shoot the ****, they'll usually give you some sort of shipping discount if you ask nicely. Ben's cycle is also pretty good. I've also used speedgoat, bike bling, and as of today, outside outfitters for a Nitto NJS Pearl 90mm (25.4) for $68.

Most will price match, but universal cycles typically has the best inventory. Jenson is good, I've only ordered from Nashbar once and it was fine.
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Old 07-24-09, 03:04 PM
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Originally Posted by PedallingATX View Post
i didn't know nashbar had identity theft cases? link?
its been bad for long time.
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