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Anybody getting horrible service from Performance...(13 posts)

Anybody getting horrible service from Performance...cory
Aug 16, 2001 7:17 AM
...or is it just me? I ordered some shoes in mid-May, and I've called the customer service people about every two weeks since early June. They swear they'll be on the way "next week." Then in two weeks I call again, and they say, "next week." We're past three months now, and they're still back-ordered, now due "in early September." Plus the shoes are $40 cheaper on sale from Nashbar now...
YES!!!!!!!!!!steeveo
Aug 16, 2001 7:24 AM
I've complained about it bitterly here. After years of good service, some really rotten experiences lately. Arrrgh.
Just received an orderMel Erickson
Aug 16, 2001 7:52 AM
I just bought two jerseys, two pair of gloves and two 24 packs of GU. Ordered on a Sunday and got the order nine days later. Not fantastically quick service but on the low end of acceptable and the price was very good. I've been ordering from them for years and have had reasonably good service. Bought a helmet from them 2 months ago which was back ordered. They let me know promptly it was not in stock and it was delivered three weeks after my order. That's reasonable service, too.
re: Anybody getting horrible service from Performance...customer
Aug 16, 2001 7:58 AM
Just cancel the order from Performance and buy them from Nashbar. Both are owned my Performance now anyway. If they say why do you want to cancel the order, tell because the season is over and you don't need the shoes anymore.
re: Anybody getting horrible service from Performance...VictorChan
Aug 16, 2001 8:04 AM
Not bad. I need them to replace a 105 front derralleiur to the one with a bigger clamp size. Haven't gotten my replacement yet. They should have received it on Monday though. I never use UPS ground since I am in NY. At least 7 days delivery time. Always use Express or 2nd Day.
re: Anybody getting horrible service from Performance...Chas
Aug 16, 2001 8:22 AM
No trouble at all.
I ordered a box of GU, shorts, jersey, skinsuit and two road rash kits on Friday, on-line and the order arrived Monday. Everything as I ordered.
Wish I would have ordered the 30 dollar Brooks B-17.
re: Anybody getting horrible service from Performance...DINOSAUR
Aug 16, 2001 8:37 AM
I've ranted before about Performance but I've had good dealings with them over the past year or so. Murphy's law dictates that if you are in dire need of an item, drive to your LBS and pay for it over the counter. If you go the mail order route, you are bound to have problems. I only purchase stuff on line that is on sale, because if it isn't you don't save that much money in the long run. I kinda like supporting my LBS, it can pay off someday when the owner cuts you a big deal on a bike because you are an old customer. The biggest deals I find online are on tires, you can buy three at a time, save money and stock up. I've also found if I have about three tires in stock I seem to never slash tires, but if I'm down to what I have on my bike, guess what?
Not to badchris zeller
Aug 16, 2001 9:51 AM
Actually, I like shoppong at Performance. We have a store in Boulder and I go there quite often. I was having problems with their MTB tubes always failing at the stem and they gave me a refund as a credit. I thought tha was pretty great service.

I've only used their mail order once. I bought some slick tires for my wife's MTB and the only 2 they had in stock didn't match, one black one tan. Their catalog said tan only so I bought the tan one and ordered one tan from mail order. I even specified tan in the order notes. Mistake. They delivered me a black one. It took abut 7 days, UPS ground was most of that. A trip back to the store and fortunately, they still had the black one. They exchanged it no problem. OK, I wanted black anyway.

Generally good service, but better management of their product descriptions would be nice.
Not too badchris zeller
Aug 16, 2001 9:52 AM
oops typo in header.
re: Anybody getting horrible service from Performance...LLSmith
Aug 16, 2001 4:30 PM
I have had great service from Performance on orders and returns. I dont think I have waited over three days for any order. I was short three items a couple weeks ago. After I advised them the new order was here in two days.I dont think I would order any products on-line if they showed as out of stock. Now that I have said all this good stuff about Performance, my next order will probably be lost.
No, just the opposite, had a good experience today...Pogliaghi
Aug 16, 2001 4:51 PM
Tuesday, I ordered a Marzocchi Z2 Atom 80 suspension fork for $249 (lowest price I can find anywhere.) Noon-ish today, I called Performance Customer Service. They very quickly provided a tracking number even when I could not provide an order number for reference. They looked it up by my last name. I tracked the number immediately and found it had already been delivered.

I've gotten some real good deals from Performance both online and at the San Rafael store. While their store clerks aren't always the most knowledgable, the ones I've encountered have always been helpful and courteous. I've never had to be on hold with their online customer service and questions about stock and pricing were always answered quickly. Given my experience, I signed up for the Team Performance membership last Winter and get their rebate coupons which gets me more bang for buck.

With Performance, it's best to order products only when in stock, and when visiting the store make sure you know what you need or want.
ABYSMALSkip
Aug 16, 2001 5:59 PM
Terrible service from (lackof)Performance. I placed an order on 7-11-01, still not here, AND, they say they shipped it on 7-23-01 with their extra special "Free, 2nd business day" Team Performance shipping upgrade. Amusing.

I placed an order with CC, for the same things 2 days ago, and they showed up today - to Hawaii. Now that's service.
Not me ...bianchi boy
Aug 16, 2001 7:20 PM
I've always had very good service from Performance. Their prices are generally very competitive and they'll match lower prices offered elsewhere. I have found that when their items are back-ordered, it can take a while to restock. If you need the item quickly and it's back-ordered, just cancel the order and buy it elsewhere.

One thing I will say about Performance is that they have a very generous return policy, and it keeps me shopping there. They have never given me any trouble about returning or exchanging items, even after they've been used a few times. Of course, I have a nearby store I can go to. It would be a hassle if I had to mail all the returns.