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My letter to Performance -- inappropriate???(14 posts)

My letter to Performance -- inappropriate???filly
Apr 2, 2003 5:40 PM
Just a note on your recent flyer--I believe it is titled "Stock Up, Gear Up" or something to that effect (the sale dates are from 2 - 27 April). You (Performance) advertised a few items as both "50% off" and "Buy 1, Get 1 Free!". In particular, I was interested in the Michelin Hi-Lite Prestige tires and some tubes. On the front cover of the pamphlet, the tires, regularly $39.99, are advertised as $19.97, with the "50% off" sign to the left of the picture and the "Buy 1, Get 1 Free!" label above the picture. Additionally, the cover advertises "All Performance Tubes--Buy 1, Get 1 Free!". Of course, there are plenty of other deals and sales, but these were the two that really caught my attention. Not one to pass up a deal, I eagerly went to one of your stores in San Diego after work today. I brought 4 tires and 6 tubes (+ some other items) up to the counter for checkout. When I was told that my total was a few cents over $198, I brought the flyer to the attention of the cashier. I was expecting to pay for 2 tires ($19.97 each) and 3 tubes ($2.79 each) and receive the other 2 tires and 3 tubes for free. Why would I think this? Because that's what your flyer says!

The cashier said that I was mistaken, and that because the tires and tubes were 50% off, I was buying one and getting one free. What? Yeah, if I paid the regular price of $39.99, that would equal 2 tires at a 50% discount, but that's not how the tires are priced during this sale period. The tires are $19.97. If I bought one today, I would only leave the store with one, not two. So, in fact, the "Buy 1, Get 1 Free" offer is bogus. This is the same story for the tubes, and the same advertising method is also used for the Hutchinson tires on the back cover of the pamphlet.

Bottom line, I did not buy $198 worth of tires, tubes, and other items today. I took everything off the counter and put the gear back on the shelves. The cashiers and I joked about the whole thing since it's not their fault. They were confused by the ad and actually had to make a call outside the store to figure out what the deal was.

So, it's just the principle of the situation that I'm questioning. If this ad was published without its true understanding being realized, then that's pardonable. From now on, just use the "50% off" bit--that tells the whole story right there. No further slogans, please. On the other hand, if it was published to intentionally draw customers in and not deliver, then that is unethical behavior on your part.

What is perplexing is that there are plenty of items listed in the flyer that are 50% off, but that's as far as the ad goes. It does not continue on with "Buy 1, Get 1 Free!". So, why for some, and not for others?

I have been a long-time patron of Performance, and I'm sure I will continue to be so as well, but what gives?

Regards,

Felipe
re: My letter to Performance -- inappropriate???Carbon fiber fanatik
Apr 2, 2003 5:56 PM
No.. not inappropriate at all..! In fact, that was mild as compared to several phone conversations I've had with them. In my "opinion", performance has the worst customer service I have ever seen. The final straw for me ended up with a $20 gift certificate.. I told them to forget about it, that after all the hassle they put me though, dealing with them again was the last thing I wanted. Then I had a change of heart and said, " yeah, send it if you want.. I'll just pass it off to someone I don't like so much"
re: My letter to Performance -- inappropriate???yellowspox
Apr 3, 2003 12:45 PM
I know exactly what you mean. I was given two $20 certificates for Christmas that I wanted for on-line ordering. I applied them both to my next order. They took one and not the other and told me they quit taking gift certificates on-line. When I complained, I was given the option to mail it in for a credit. By the time you add inflated S&H plus state tax(because they have a store in Illinois), you might as well support your local bike shop. At least they welcome your business and work with you.
re: My letter to Performance -- inappropriate???Iamhoosier
Apr 2, 2003 6:07 PM
Without seeing the ad myself, you do seem to have a point. You also seem to be taking it relatively maturely. OTOH "if a deal seems to good to be true, it probably isn't"
I'm glad someone posted this.....DINOSAUR
Apr 2, 2003 8:44 PM
I went through the same thing. I received the flyer through the mail last week. On the front cover of the pamphlet there is a photo of a Michelin Hi Lite Prestige tire, price $19.97 and "buy one get one free". This sounded like the deal of the century. I read the ad cover to cover and nowhere did it indicate if this sale applied to their walk in stores only or if the same price applied over the internet. I waited until this morning expecting an ad to pop up on Performance's website or via email, one didn't. I called a local store (24 miles away) and the clerk that answered the phone explained that the deal was good for stores only and for 2 tires at $39.99 (50% off) and that is what they meant by "buy-one-get-one-free". I was planning on purchasing 3 of the tires and getting three for free, which would have provided me with enough tires to put me into next year, which for an old guy living on a retirement check is like looking at gold. I've been purchasing stuff from Performance for about 3 years and have been satisfied with their prices and customer service. I'll probably continue to buy some stuff from them, but I'll start looking around elsewhere and comparing prices. It's not a good way to do business. The ad is very misleading. I guess the lesson learned is to ask before you buy....
re: My letter to Performance -- inappropriate???rfrancisco
Apr 2, 2003 9:58 PM
Today I just purchase 2 of the Michelin Hi-lite Prestige road tires, and got the other 2 for 1 cent each. So I paid $40.02 for 4 tires, not bad. I've been shopping at Performace for over 10 years, and they always been willing to work with the customer. I told the manager that the customer is always right, even when you know they are wrong.I also told the manager the ad was miss leading. So that's when he gave me the the other 2 tires for 2 cents. It never hurts to barter.

May the wind be at you back
Rick
save $5 when you buy two....Bruno S
Apr 2, 2003 10:39 PM
Grocery stores do this all the time. They advertise the savings when you buy more than one item. In fact you don't have to buy more than one item to get the savings. Its misleading since some people may buy more than one item because of this.
I had the same problem, it's called bait and switch. I walkedPaul
Apr 3, 2003 4:04 AM
out after complaining. Can't believe performance doesn't have anyone to read/approve these ads before the flyer goes out.
I HATE PERFORMANCETSuprano
Apr 3, 2003 5:38 AM
Hardly anyone that workds there knows any thing about bikes. They hire a bunch of dumb kids half the time.
thanks for the tiptarwheel
Apr 3, 2003 5:51 AM
I think you were right to complain, and I am surprised that Performance didn't give you the extra tires as the ad implied. I was all set to drive 30 miles to the nearest Performance store to stock up on Hi-Lite tires, but I won't bother now. They actually are pretty good tires for the regular sale price ($20), but I don't really need the tires right now and I'm getting kind of tired of colored tires. If someone would put some good-old, basic black tires on sale, I would buy up a bunch in a second. The trouble with colored tires is it looks goofy to mix them with other colors, so you're stuck buying them. If you just use black tires, you can mix them all you want.
I've just about quit w/Performance after 20-plus yearsSilverback
Apr 3, 2003 8:38 AM
I've been a Performance customer since at least the early '80s, and ordered a ton of stuff over the years. In the last year or two they've screwed up so many orders (lost, ship the wrong stuff, backordered for months) and been so slow to correct them that I've pretty much bailed. Nashbar (which Perf recently bought) used to be better, but there are disturbing signs there, too.
The weak response I got back...filly
Apr 3, 2003 12:39 PM
Dear Mr.. De Vega,

I apologize for the confusion, however, it has been brought to our attention that the sale prices in our flyer has been misunderstood. The ad, is as you have stated, is 50% off, and in no way are we trying to be unethical in our sales promotions. Once again I apologize for your inconvenience.

Regards
Misty
Performance Customer Service

Apparently, a display of proper grammar is not a prerequisite for working in customer service...
Apparently, a display of proper grammarTrekFurthur
Apr 3, 2003 12:53 PM
is not a prerequisite for much of anything. Trust me; I've just resigned an position teaching English. However, if they can't get the ad stated correctly, either grammatically or mathematically, what makes you think ole' Misty there's gonna write to you in a professional manner. Heck, she was at least courteous.

Sorry, rant over. We take you back to our regularly scheduled programming
Performance Bike has gone downhill !Giant Joe
Apr 4, 2003 12:53 AM
I use to buy most of my bike stuff at performance,but It's not worth the headache.I usally just buy when they have sale now.If It was only A few things I could understand,BUT it's alot of things.
1-Shipping wrong parts.
2-waiting for A bike part to find out two week latter that It's on back order,(I had to call to find this out),Oh I finaly did receive A post card (this item is on back order)about 3 weeks after I cancel the order.
3-different prices instore,catalog(I'm tried of keep track to see If I got the right price)
4-EmployeesI'm sure I can think of more In short they SUCK!
Excel,Blowout bike and A.E. bike(were I buy mostly now)never had any problems with orders.
Performance got to big for customer service.
Also I was in Performance tonight buy A few sale items(which they had everything in stock I wanted,I was in Shock)
And someone came up to the check-out counter with A basket full of Michelin hi-lite tires saying these are on sale for $19.97 and It's buy one get one free right.Clerk told him It was A printing error and no can do.They should
At least offer something for their mistake.And then maybe the want lose as many customers
Joe