Performance Bicycle

terrible,i make an order on last 05/23/07,and they dont respond any email,i send 10 emails without any response,i pay for fedex 2 day,and still not receive the jacket,and not receive any explanation about what is happening,this store is a fraud,the most bad store on the internet !,keep away of that !

Be warned, if you pick the default shipping you're going to wait close to 3 weeks to get anything. I placed an order on the 13th, and got notification of shipment on the 16th. Not bad so far right? Well it turns out they may have printed the shipping label and packaged the merchandise, but USPS didn't even recieve the shipping info into their system until the 24th, more than a week after they claimed it had shipped.

I wish I would have checked this site before ordering. I've always received the performance bike catalog and thought they were a decent company, so I didn't bother checking up on them.

First, let me preface by saying that I've purchased from Performance in the past (several years ago) and don't remember having any issues whatsoever. However, I picked up a bike they had on closeout and paid for 2 day shipping. The bike shipped the same day the order was processed (with no notice my order was ever received...just got the shipping notice which was a bit unsettling). The bike arrived on a Wednesday with both wheels damaged. The rear hub actually had two spokes pull out of the flange so the wheel was completely trashed.

I called on Thursday and was told that there was no advance replacement available and that I'd have to return the wheels first before replacements would be sent. This means finding boxes large enough to package up both wheels and then creating the shipment, paying for it out of my own pocket (supposedly my shipping costs would be refunded after the fact). Furthermore, my two day shipping would not be refunded, even though the bike was and is a very expensive paperweight - I wasted my money, in effect. I followed up with a few more calls Friday to try and work something out (have a different brand of wheels sent, pay for a new set to be sent with a return label, etc), but basically was met with zero concern for the situation. Of the three reps I spoke with, all of them sounded like they just woke up and that they'd rather be chewing on a razor blade than talking to me. Finally, on Friday morning, I asked to speak to a supervisor, and after holding for 5 minutes was told I would get a callback.

I finally got tired of waiting for said callback and sent a lengthy email Monday, and I cc'd the company president, Gary Snook ([email protected] according to google) and other than the standard "I've forwarded this to a supervisor" I have yet to hear back. All I want is for someone at Performance to take the initiative in helping me get my bike road-worthy without delay and without me having to invest a ton of additional time and money, which I most likely will never be able to recoup.

At this point I cannot in good faith recommend Performance, based solely on customer service. If they come through in the end and resolve my issue to my satisfaction, I will update this post. However, I'm not holding my breath. Buyer beware - support shops like REI and your LBS instead.

I purchased a Dahon Boardwalk online from Performance Bicycle, and at the same time purchased a "team membership" which is supposed to apply 10% of each purchase to future purchases. Each time I have tried to redeem points something was screwed up with my account - this last time, I no longer existed (apparently another account expired, and they issued me the same account number - then expired my account). I think the team membership is only a scam.

I ordered a bike tool on Thanksgiving but mistakenly asked for the "ship to store" option. I emailed Performance Bike's "customer servive" the same day and asked to have the order sent to my home instead. They responded the next day that the order was already prrocessed and could not be changed. The expected arrival time is in three weeks, but the ship to address can't be changed? This is terrible "customer service!"

I've been shopping online with them for almost 20 years...first from Michigan since there were no good stores near me and then I stopped when I moved to San Francisco since the city is crawling with bike shops. I've now moved to Tracy where there are no bike shops so I have to use them online once again. Wow is their shipping SLOW!!! It's ridiculous how long it took for my stuff to arrive with their ground shipping. I only had $127 worth of purchases so I didn't qualify for free ground shipping...I paid $15 for taking 11 days to arrive...and it's still not here yet. I'm shopping elsewhere from now on.

Performance Bike's Web site seems simple to navigate at first glance ... however, EVERY time one views a list of merchandise items, it is sorted from highest to lowest price, and I have found no way to change that. I ordered my merchandise on a Saturday, specifying two-day shipping. The Web site stated that one item was out of stock but would be shipped the following Thursday, and that all other items were in stock. I received an acknowledgement on Monday, and a partial order on Wednesday. However, the packing slip said that TWO of the items were on backorder, not one. I heard no further from the company, so today (Tuesday 6/21 for those of you keeping score) I sent an e-mail to the customer service link. Kim wrote back letting me know that the backordered items had indeed shipped ... via SNAIL MAIL! I have written back asking why, if I specified and paid for 2-day FedEx shipping, were the back-ordered items sent via parcel post. I am awaiting their reply. (Doesn't make sense that the items one waited for would then be sent by the slowest method, especially when one doesn't have control over which items the vendor has in stock.)

I've have been shopping with Performance for about 20 years. Some handlebar tape, a water bottle and a helmet cover. Remember those? The lycra and they had colors on the side and a white band down the middle..

Anyway, I have always been very pleased with Performance. Their products and service. They have been great while shopping on a budget. However, I'm concerned that with their increased success and growth over the last decade they have become one of those companies that are too big to care much about their customers.

I'm a Performance Team Points member, and have been for the last three years (because they automatically charge/renew my annual membership). So my points have added up. also received a gift card a couple of years ago that I just never used. So with points and gift card at the ready I was going to purchase some items. A couple of tubes, some rim tape, some shorts and a jersey. Because of my points and card it was going to be free. 2 day shipping (because of the team membership). A week passes and not only do I not have my stuff, but I have heard nothing from Performance. I check my account, everything is in stock and the order was processed. I call customer service. They're waiting for "the points to be released". What ever that means. A couple more days go by. Nothing. Customer service "waiting for the points to be released". Rinse and repeat a few more times.

I have now gone to supervisor, remaining calm and polite the whole time. I told the customer service lady that I wasn't mad at her and realized it wasn't her fault but that I was ready to start making a big deal out of this. I wasn't so much mad that I am having to wait. I'm upset that Performance is not notifying me of anything and nobody can tell me anything other than "we're waiting for the points to be released". That means nothing to me. That is an internal accounting issue. It has NOTHING to do with me.

TL;DR - Ordered some stuff with Team Points and a gift card. They didn't ship it because of some internal issue with their points system. So I wait while they fix their screw up.

Moneys tight trying to save a few $$$ because they had a $20 back for purchase over $99 father's day gift, I thought I would take advantage of it. I was ordering the identical part from another seller but with the discount I'd save $5. When the purchase went thru I notice I didn't get the discount. So I immediately sent an email to let them know. I get an email back a few days later stating there were all these exclusions which were not listed along side of the discount. I get the item a day after the other order from across the globe, and getting ready to send back the item and read the satisfaction guarantee exclusions and was taken back. Their guarantees are basically a bate and switch. I had been an on and off customer of theirs since the 70's, no more. I have sent many, many people to their local store and only line, no more. I called to speak to a customer service representative and he was no help a matter of fact he told me not to use the enclosed return address label and wanted to give me another one. I asked if this address isn't correct why would they included in the box? His answer, "I don't know!". I bet the address he was giving me is bogus...

So early last week I ordered a Team Performance Membership to get two day shipping and the set of chain rings I needed shipped sooner rather than later. Looked on line the next day and items still not shipped and order "processing" I called, doesn't know when but triple points coming Friday so recommended cancelling chain ring and reordering on Friday which I did. Go to order Friday, website wants to charge for second day shipping even though included. A call which I shouldn't have to make fixes that. Praxis Chainrings finally ordered. Box arrives Tuesday (yesterday) . Huge box for little flat box. Open box, look at chain ring box and it's empty! No chain rings! Someone ripped them out and sent me an empty box! Another call to Performance and they apologize and said will send right out. End of day today check status, shipped ground even though I am Performance Member and entitled to 2nd Day! Another call nothing they can do, no idea if even shipping today. This was their fault, they should at least shipped 2nd day if not overnight. They don't care. Other on-line bike retailers I user would have overnighted it no questions asked. Other stuff I ordered this week before non using 2nd day not shipping same day. So it might be two day once it ships, but what's the point? Lesson learned. As other reviewers have said better to go other retailers and pay more for better customer service and hassle free shopping.

Recently tried to take advantage of Performance Bicycles 90 day price match policy when I found a $90 difference between the in-store price and the online price. The store manager informed me that he would not match the online price because I had taken advantage of a 15% discount on accessories. My point is the 15% percent discount would have also applied with the lower bike price. He told me to "hold on to my recept". When I called their customer service line they told me they weren't allowed to give me a phone number for a district manager. This was my last trip to performance bike.

I have had at least 2 tire orders screwed up by performance where they have sent a mismatched set of tires. It took several weeks to get the tires and then they delivered the wrong thing. Customer service is horrible!

This is a review for the Performance Bicycle retail outlet in Springfield, Va. The employee listed on the receipt is Richard Dorko employee ID 45384Last Thursday, my daughter and I spent almost 2 hours at this store speaking first with an employee and then with a manager when the employee had to leave. We looked at many bikes and related accessories, ended up buying a $450 Fuji Traverse 1.6 women's bike with several accessories bringing our bill to just over $750. When my daughter got back to college, she went for a training ride with friends and her gears were shifting on their own and not easily adjustable up or down. I asked her to take it to a bicycle shop near her school and they told her that the bike had NEVER been properly set up when it was assembled. I spent $20 to have the front and back gears tuned in addition to having all of the other adjustments checked, adjusted and tightened. I expected that a bike shop would deliver a properly tuned new bike especially when they hard sell a two year maintenance card offering free tune-ups over the 24 month period in addition to discounts on other parts that the bike may need. The Association # is 045384 and the store number is 00045 - We are NOT HAPPY

I have bought from Performace for a number of years. Unfortunately, due to terrible experience with my last 3 purchases I will not buy from them ever again.

The problems started with a couple of purchases I made in May from their Internet site. Even though I have received an instant confirmation of the order, the shippment has not arrived for a quite a number of day. When I finally called to find out the reason for the delay, they could not find these orders in their computer system at all (even though when I would input the order numbers on their Internet page it would show me the orders as "not processed yet"). Of course, I cancelled the orders.

Very recently, I ordered from the Internet site again. After 9 days of waiting, I checked the Internet page to find out my orders "not processed yet". When I called the 800 number, they did not know what has happened with the order again.

That's it for me. There are other better vendors out there.

I have been a customer of Performance since the SuperGo days. Recently, I had an issue with a mongoose bike I purchased from them. When mongoose refused to warranty it, Performance took it upon themselves to make good of it, I received a brand new bike. I highly recommend this vendor. Most of the reviews here seem to be lopsided with the rest of the views on the internet, I.E. Yelp.

I have been a customer of Performance for many years, but certainly no longer. The shop on Sawmill in Columbus, OH has the WORST people working there. I had taken my bike in for repairs, which took much longer than they quoted me. When I finally went in to pick it up, I had the misfortune of dealing with JD. He had misplaced my paperwork AND bike, and it took over half an hour for them to find it in their little back room! Not only did this mechanic seem unbothered by his total lack of customer service, he repeatedly used language unfit for my young children that were standing by my side to hear. I finally had enough and asked him to refrain from speaking like that in front of my kids. His reply? "That's your issue." I have never been treated so poorly as a customer! They used to have great, helpful, professional mechanics but they've all left. Looks like my business will follow.

My bike brake broke, & Jospeh & Steve we’re able to fix my bike in just under 10 min. I recommend anyone to go there if they have any issues .

I ordered a Fuji Roubaix 2.0 that was on sale with an attractive price. A few days later with no update on my order I decide to call customer service. Female rep was rude to not let me finish what I was trying to say with her constant "I don't have any shipping information". A week later I call up Performance Bicycle of Ontario (#132) where I chose to have my bike shipped to and to my surprise they have not received will call ticket for my order. So they call up customer service and tell me that they have "just shipped" my bike and should arrive at their store 4 days later.

Come 4 days later I again call up the store: "We don't have your order on our system, I called customer service and they said that bike your ordered is no longer in their system. They will email me about whether that bike is back ordered or no longer for sale." As my frustration grew I again call up "customer service": "Your bike has shipped, but we don't have any tracking"

Second week in with no bike in hand, I email customer service and their response: "Please allow 3-5 days for your bike to arrive at the store." Anger replaced frustration after the Ontario store tells me that they still don't have any will call information about my order. Rep lady over the phone again tells me that the bike was "shipped, please allow a few more days."

THIRD week in will still no bike, with an implied angry email to "customer service" a rep named Kim apologized for "any inconvenience" and states that my bike was finally shipped on August 5th. She even gave me a tracking number for UPS. Relieved but still angry.

I was in the area so I decided to drop by Ontario store #132 and again to my surprise the bike was just sitting their, unopened and ready to be sold on the store floor BECAUSE THEY COULDN'T FIND MY NAME ON THE BOX. This was after one of the associates tells me that the bike was still "in transit". Another associate came to his rescue from my wrath and explains to me that it was Fuji's fault and other nonsense jargon. I told him that 3 weeks for a Fuji was ridiculous. After his apology he sets my bike beside their mechanic so it was ready to be built for Saturday morning. Come Saturday morning I finally get their "Order is ready to be picked up" email.

Almost a month of waiting, calling, waiting, and more calling I get my bike. I ordered many things online and NEVER have I experienced such incompetence, lying, and lack of customer service. I know for a fact that if I didn't push them, my bike would not have been shipped 1.5 weeks after the original date and wouldn't be built or worse sold on the floor. The lack of communication between online service and retail is unacceptable. The effort to make sure the customer meets their needs and expectation is close to nothing. Performance bicycle isn't a LBS, it's a retail store that only cares for the sale. I am surprised that they are still in business. The only good thing to come out of this was that I got my bike at a good price. But like all good things: there is always a catch.

I ordered the Travel Trac rollers as they were reviewed well and were not much over $100. After using them all winter I would like to mention that they can be loud depending on the tires used but they are a solid piece of equipment that will give me years of training. The buying experience was good and if patient a person can get a decent deal here as they are always moving from promotion to promotion.

Last Monday I took a mtn bike that I had purchased at this Dayton store in to buy a replacement derailleur hanger. They said finding them was problematic. I asked that they call me either way, and upon clarifying my number they assured me they would. I didn't hear from them all week and upon going to the store found no hanger. They said someone(?) "tried" to call, which is clearly false. I use ATT and it shows no record of a call, and certainly no message from them. I got no apology, only a pathetic argument that someone attempted to call, probably once. This is terrible service and as a top rider, coach and promoter I recommend nobody do business with the store as long as Kevin ? is manager.