Performance Inc

asked to speak with supervisor, no supervisor contacted, then not responded toon 1.16.16 I requested a manager email me. on 1.17.16 I let them know I had not heard from a manager yet. again on 1.20.16 I followed up with them to let them know I had not heard from a manager yet. as of 1.25.16 (9 days later) I still have not heard from a manager.Desired Settlementa manager to email me and help me pleaseBusiness Response Upon review of this customers email thread and his previous Revdex.com complaint #XXXXXXXX. I can see where he had emailed us and we had responded to his emails. One of the associates who was answering his email is a supervisor. However with the receipt information the customer provided us earlier belongs to another customer with a different name and address. We are unable to find the purchase under his name and address that he has provided. We have provide customer with a prepaid shipping label and a blank return form. All he needs to do is fill out the blank form and place it in the package with what he would like and use the prepaid return label we sent him. If we no longer carry the exact item we can provide customer with a Performance gift card. The easiest solution would be for the customer to call us at X -XXX-XXX-XXXX and ask to speak to a supervisor between the hours of 8:30am and 4:00pm. If those times are not compatible for him he can call as late as 9:30pm. Just let us know and I will inform the supervisor on evenings of the situation and solutions we can provide

I purchased a bike online. I was emailed a confirmation. Without my permission the order was cancelled. Money in bank account is pending/unavailableI purchased a bike onlineI was emailed a confirmation with an attached recieptA day later I was emailed a cancelation noticeI was told my order was cancelled due to a pricing error The money in my bank account has become unavailable I did not give the company permission to cancel my order I contacted the company over the phone and they told me there was a pricing error By law I owned the product and did not give them permission to refund me or cancel the orderDesired SettlementI want the bicycle for the price advertised at the time I placed my order. I have a copy of the reciept. Business Response I'm sorry we are unable to honor the incorrect sale price of $159.00 for a $2599.99 bike. Our website does state under the Terms and Condition section "Availability: All products are subject to availability and prior sale. All prices appearing in our catalogs or Web site are subject to change without prior notice. Performance is not responsible for printing errors or other errors appearing in our catalogs or Web site. All orders are subject to acceptance by Performance, Inc." We are sorry for the inconvenience and disappointment this may have caused. We are offering any customers who tried to order the bike an additional 10% off any bike they would like and free 2nd day shipping. The temporary authorization on the order will be dropped off of customer's credit card. We called the bank and they assured us it will be taken off today

I returned defective merchandise to Performance Bike. They issued a refund for the merchandise, but did not credit the shipping expenses.On 12/31/14 I placed order number#[redacted] for a bicycle trainer and riser block. It was shipped promptly, however when I received it the merchandise was defective. I originally contacted customer service on 01/06/15 by email and included pictures of the defective merchandise. After one week time, I customer service failed to respond to my inquiry for repair or replacement.This company does not use an RMA system and had instructions for returns included with the shipment. I shipped the order back to them on 01/14/2015 by [redacted], requesting a refund in the amount of $170.31. This was for the original order total of $143.35 plus return shipping of $28.57. Today, 01/21/15 I received a credit to my bank account of $118.75. This amount totals to the original purchase amount for the merchandise and tax, less the value of initial shipping expenses. Performance Bike's Lifetime Guarantee as stated on my invoice is as follows "We stand behind every product we sell. If an item does not meet your expectations, simply return it. We guarantee your money back for a full year..." Under the shipping notes section 6.d it says, "If we made an error, we will pay for the return shipping (via ground carriers only) and the replacement shipping to you."Because I received defective merchandise, and customer service ignored my first request for assistance, I am requesting a full refund for the initial and return shipping expenses which total an additional refund of $51.56. I already mailed Performance Bike copies of the shipping receipts and a formal letter requesting the refund when I shipped the merchandise back. A customer service representative on the phone claims they already sent a credit of $18.00 for the return shipping which was not reflected on my bank account. The same call taker also claims they did not receive my letter with the shipping receipts in it.Desired SettlementI am requesting a refund for all shipping expenses related to this transaction in the amount of $51.56. I would also like their failure to respond to a customer inquiry in a timely manner reflected on their Revdex.com assessment of their business.Business Response We have refunded everyting plus his return shipping we refunded him a total of $52.87 plus the orginal refund. We had not receive a receipt for the return shipping the return postage on packages only stated $18.00. We are returning customers claim in good faith. Consumer Response The refund was received so we can consider this closed. For the record, I never received the $18 refund for return shipping the company claims to have sent. It is also concerning that they did not refund the original shipping charges with the return in accordance with their own policy concerning defective merchandice. I also never received the refund for the original shipping charges which the agent I spoke with in the phone claims to have applied to my credit card prior to filing this complaint with the Revdex.com. I do not appreciate being ignored and lied when attempting to correct an issue with an order. A phone call or email when my return was received in an effor to correct your mistakes would have been appreciated as well. Instead your company feels ignoring customers and hoping we will forget about it is best for buisiness. I did mail copies of all the receipts as well as a letter detailing the problems with the merchandise and the failure of their customer service department to reply. This letter was addressed to the Customer Service and mailed to the P.O. address in Chapel Hill. I would be more than happy to send a second copy if it were to help improve your customer service for future customers. As for me, I will NEVER order from your website or patronize your brick and mortar stores due to this experience.Final Consumer Response

I ordered a bike from Performance Bike 3 weeks ago and never received it. I placed an order for my daughter - a bike for her birthday on August 9th. I confirmed that the local retail store received the bike on August 13th but they were going to assemble it and have it ready that weekend, and let me know once it was ready for pickup. After not hearing from them I followed up on the 16th (Sunday). At that time they informed me the bike was damaged (why did it take 4 days to figure that out and why didn't someone contact me?). They informed me they would be ordering a new bike the next business day (Monday) to be delivered that week. After not hearing anything again I follow up on August 22nd and spoke to a manager at the local retail store. He informed me that Performance Bike (online/HQ) had an order system issue and the order never got placed until earlier that week so it would arrive the following week (sometime the week of Aug 24th). After hearing from no one a week later, I contacted Performance Bike HQ customer service on August 29th. They informed me that it would be shipping and I would receive it next week. After only offering a $50 discount (ONLY after I got angry and asked what they could do) I decided to cancel my order. By far one of the worst companies I have ever dealt with.Desired SettlementI would like to speak with the COO.Business Response Original order [redacted] was placed 8/9/15 and delivered to our store on 8/13/15. I'm sorry to say it was damaged during shipment. We had attempted to place a replacement order for the bike on 8/16/15, for some reason the order did not download into our system. We placed a second replacement order on 8/25/15 and it is not scheduled for delivery until today 8/31/15. Customer contacted us on 8/29/15 said it was taking too long so we offered a $50 refund for his inconvenience. Customer declined and wanted a full refund. We issued a full refund on 8/29/15 it normally takes 24-72 for the refund to appear on the customer's account. I understand that when it comes to a child's gift the delay seems like a life time and to them it is. I apologized for the inconvenience this has caused the customer and his daughter.

Online and telephone customer service are horrible. I placed an order on a Sunday and received notification on Monday that the item was on back order with an anticipated in stock date of over a month out. I called to check on the item several times during the week. Since it was still on back order at the end of the week, I went to my LBS and got what I needed. I called that same afternoon to cancel the original order. The representative said she cancelled the other. Four hours later, I received an email notification that the item had shipped. I called to inquire and they told me that it had already shipped when I called to cancel the order. I got the run-around from 3 clueless representatives and finally ended up with a supervisor who told me that they will have to wait for UPS to re-route the package back to them before they can refund me. All of their customer service is in West Virginia, which is probably why everything is about half-[redacted] backwards and nobody knows anything.","neg-1

Dear Performance Bike Account Services:I am e-mailing you to get a final resolution to an outstanding purchase dispute which has remained unresolved since July 2012.In July 2012, I purchased a hybrid bike ([redacted]) at the Performance Bike Shop in Mountain View, CA. I also purchased an assortment of bike accessories which were installed by the Bike Service Center.It was my expectation that the purchase of the Bike with service plan would be the start of a long and beneficial cyclist store relationship turned into a nightmare.I found myself repeatedly involved in arguments with sales staff over terms and conditions that drew the attention of other customers. On several occasions, an audience of customers gathered around me and store staff to speculate on the exchange between me and Performance store staff. This was an embarassing and humiilating experience.I was further shocked at how careless certain members of the Bike Service Center performed basic service functions on the bike I had just purchase. I left the store feeling anger and not wanting to return to the Mountain View store ever again.After only two months of road cycling the bike experienced several component failures. The derailing of the bike chain and the popping (braking) of several spokes on the back wheel during a ride. I stored the bike with the accessories (yes - I still have the bike and the accessories) made several calls and complaints to store manager, district manager and ** the financing agency.I can return the items below provided I dont have to travel back to the Mountain View, CA store location.I am requesting the following solution:refund of bike purchase w/service plan $676.04refund of [redacted] locked 49.99refund of bike mirror (broken due to poor installation) 17.99refund of [redacted] computer (not satisficatory) 24.99total refund request $769.01Product_Or_Service: Bike [redacted]Desired SettlementRefundBusiness Response I apologize for Mr.[redacted] frustration with his bike purchase. He indicated in his statement [redacted] was used. I am unable to process returns that have been financed; since the mail order division of Performance does not finance orders. Our retail location in Mountain View California where the original purchase was made would need to handle the return. I have been in contact with the manager and he assures me he will be able to process the return and resolve any outstanding issues. Again I apologize for the inconvenience Mr[redacted] experienced. Please feel free to contact me if additional information is required. Sincerely,[redacted]Performance, Inc.Customer Service SupervisorPhone:[redacted]E-mail: [redacted]

Bicycle pictured not the bicycle that was sold to me. I purchased a Ridley Fenix CR15 Performance Exclusive bike (Since yesterday has now been removed from their site) on 6/9/16. The bike showed up on Tuesday at my local store and was built for me by 6/16/16. Upon receiving it I saw that the bike I was sold was not the item pictured. I ordered an all black and white bike, black seat, black cabling, black handlebars. I received a bike that was black, white, and red, with all white cabling, seat, and bar tape. For someone else I'm sure its perfect, just not what I shelled out $1400 for. So I started a complaint with Performance in NC (Headquarters) they explained that they had mistakenly put the wrong photo up and that the bike I actually wanted was $1950.00. A bait and switch tactic as I see it and was extremely frustrated with. They had stated that they could take 10% off of that bike and make it @ $430 difference (before tax pricing) to get the ACTUAL bike pictured. Mind you, these bikes are absolutely identical on paper, every single component is the same, brakes, derailleurs, seats, posts, wheels, tires, everything.... Just apparently not color. I can not justify spending $430 more for less paint. I have explained this to them, and they agree, however this was the best that they could do. Performance has a points system, that rewards you 10% back towards store credit on every purchase you make, of which I am a member. I have been purchasing a lot of items over the past few months to lessen the price of this bike in which I wanted. I had explained to them that if this situation was not resolved all of the items I had purchased (A little over $2600 total) will also be coming back to their store. This was received with a "We're sorry there is nothing else we can do." I myself have worked and currently do work in the service business for automotive. I myself have discounted things to appease a customer when I know I am in the wrong, I have done it to a point even when I know I am in the right. This whole situation is absurd, and for a company to say "we screwed up, we'll offer you $190 off, you just pay another $430" is atrocious. Both Scott at customer service, and [redacted] (the general manager at my local store) understood my disappointment, however they said that was all they could do.Desired SettlementHonor the sale as it was stated online. For a nationwide chain and online store, every item should be verified before it is sent out. And if its wrong, make it right. Business Response We will call customer today and find a solution that worked for both sides.Consumer Response I received a call from Performance Bicycle corporate yesterday in regards to this issue. They advised that they will honor the price paid for what was advertised. They did want me to rebuy the bike as listed in order to process though, and then have it reimbursed when returned. This would not have been possible, nor did it make much sense. I stated that I just want to go to the store and do an even exchange, have the replacement bike sent to my local store, after they build it we will exchange them as even. They agreed to this, I appreciate the fact that Performance stepped up in this matter, I just wish it could have been done on call number one or two, not having to resort to Revdex.com intervention, which I of course appreciate them as well. In finale, it all was taken care of and I am pleased with the outcome. Final Consumer Response

Shipped to wrong address to to error on their part. Refused to resolve the issue.This is in regards to order #[redacted]. I placed the order the evening of 11/11/2014. I had not order from them in a while so my old address was shown when I started the order. During the process of completing the order I entered my new billing/shipping address. I then placed the order and in my confirmation email it showed my new address. On 11/12/2014 I received a shipping confirmation showing my old address. I immediately called their customer service to try to resolve the issue and was told their wasn't anything they could do about it. I asked for a refund or to be shipped another one today and was denied. The only course of action was to wait for the current order to be returned or to pay for another to be shipped out. Both options were not acceptable.Desired SettlementI would like a replacement sent out and to be compensated for my inconvenience.I received the item today. There are no further issues regarding the delivery of this order.

ignored by businessbought an item, and it started failing under warranty so I contacted the business (on 4.27.15). I made the contact by complete the form on their website. I did not get a response, so I emailed customer service on 5.5.15. I received a response that they were having trouble locating the information I submitted on their website, so I asked they get their it dept involved to help us. I havent received a response since. that was on 5.6.15. on 5.28.15 I contacted my local branch store for help (at the email address they gave me). again, no response. after waiting for their it dept and customer service, I just feel ignored. ive receive no follow up. no eta. nothing. im trying to be patient, but I think the amount of time they are taking is unreasonable.Desired Settlementid like a replacement product cross shipped at no charge to me with a prepaid return label. and of course, ill make a full refundable payment to ensure return of the defective item. I have my purchase receipt and pics I took back last april.Business Response We have received three different sets of emails from the email address provided by the customer. All for different names and addresses none which match the name and address customer has provided in the consumer information. Looks like two of the treads were taken care of completely the third one we were unable to obtain enough information to assist the customer. If he could please provide us with the order number for the item he is referring to we would be happy to see what we can do to resolve his issue. If he no longer has the order number the name and address used in placing the order would be helpful along with the item and what the issue is. Consumer Response I do not see an order number on the receipt. date is 7.17.13 at 2.19p. register 1. cashier XXXXX. trans #XXXXX. store 133. note: email address is shared.Final Business Response I found the transaction the customer is talking about, it was purchased from one of our retail stores not through our contact center, which is why we have no record of the transaction. However the name and information on the transaction is for another customer and does not match the information that the customer has given us. We tried to call the number listed in his contact information and was unable to get through it must also be for a fax. If customer can tell us the name and brand of the item that he is unhappy with and the issue he is having that would be helpful. From his previous emails I'm guessing the SMP saddle cover? Or was it for a saddle and there was an issue with the cover? However we will be emailing customer a return label along with directions for the return. Once we receive the item back we will be able to take care of the exchange for him or gift card etc. If he prefers he can take it back to the retail store for an exchange. Just let us know which store and we can forward what information we have to help assist him.