"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 (****@**** 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."

"The website ordering is a nightmare, stay away from their web!

I bought a few things from them back in the 90s, all were good. About 6 months ago I bought a Fuji Mtn from their local store with a great discount to ride with my kids and happy about that too, so I joined their Team membership also.

I decided to fix up my old road bike and have been looking around for a new wheelset. I had my eyes on a set of Mavic, researched for a few weeks then saw them at discount on the PerformanceBike.com on Sunday. Very excited and placed my order, but didn't get any confirmation email and didn't show up in my order history either. But I have the order #, and printed the receipt to my printer at home (luckily). I email them that night but didn't get any response in the next morning. I decided to call their 1-800 in the afternoon. That lady on the phone told me to wait 1 more day because it might take that long to get the web system updated. I waited 1 more day but no show either, I email them again. No reply. Called them in the afternoon, and the customer service said they will do some research and call me back. Waited for another day, no voice mail no call. I called them again, and now the customer service said they need my credit card's 1-800 which said it is their standard procedure. OK, I gave them the 1-800 #. Nothing until Friday morning, this lady Debbie called and left a voice mail telling me that now it is out of stock. ?!? WF? When I placed the order, it wasn't out of stock and their system even split out an order number for me and charged my card.
Called their customer service again and this "Sandy" lady even raised her tone on me telling me that their web site is "Not Live" and there is nothing she can do for me. She kept referring to me that I ordered something that has been discontinued from them which they cannot delivery to me. She said there might be some coming in next Spring but since those will be newer model, and they can't honor the old price. She tried to explain to me that I can't paid a car of a 2010 model, and get a 2011 over the phone for half an hour.

I told her I wasn't trying to get a 2011 model car. I placed an order for a car, cut the check turn around waiting for it to be wash and delivery, went to be restroom got out and they told me the car I ordered is no longer available (if I would be using her "analogy").

I don't even understand what she means by their website is "Not Live". They might just print on the website saying "we will take your money, but we don't guarantee you will get what you want."

This whole ordering from the website experience has been nothing but a big nightmare. Stay away if you could or go Nashbar.com or something.
"

"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. "

"Multiple orders. Always got what I ordered. Always happy with what I ordered. No complaints."

"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."

"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. "

"Performance Bike displays a $10 Off Coupon offer that is a link to Complete Savings. When you click the link Performance gives Complete Savings your credit card information and you have given Complete Savings permission to charge you $12/month for discount coupons. DO NOT buy from Performance Bike or any merchant that links you to Complete Savings."

"local performance bike at laguna hills ..they got a good sales floorman only sucks about them is the mechanic service guys. if you dont buy the bike from them they dont give a shyt about your bike how well they gonna install the parts you bought of from them..they certainly did a job..a crappy one..theyll swapp off the parts from youre bike without youre consent wich is scrap parts and not letting you know that they did untill when u get home and figured out ..hey!!this is not the parts that its in my bike..oh yeah the person that i spoke to name JEFF is an a..hole wichs hangs you up on the phone right away..this would be the last time i would support my local bike shop mechanics..the price they gave you for anything mechanical..installment tune up..is a ripp off wich makes you want to learn on youre own figurin out how to install and tune youre own bike...lesson learn..never go to youre LBS for mechanical problem tune up or install...learn it on youre own..wasted my money on them..only go there if you bought the bike from them..THEYILL TAKE GOOD CARE OF IT..YEAHH RITE!!"

"Decided to buy Crank Bros. Candy C SE clipless pedals for my bike, but wanted them in red -- a color exclusively carried by Performance Bicycle. Had received their mail order catalogs, so I knew they were a legitimate business. Even had a nice online chat with them to make sure that the item included two pedals and cleats as their item listing is unclear about this. I then placed an order and figured I'd also buy a few other things I needed, which totaled over $100, plus shipping that was another $11. Several days later I thought to check on the order, but the URLs they sent me for tracking produced a "not found" result (and still do), so I emailed to find out what was going on. I also noticed the site now had an "everything on sale 10% off" promotion and asked them if they would apply that, since I had to spend time writing to ask them why their order tracking did not work and to figure out if they had really shipped my order or not. They responded (in fairly short order) that the tracking numbers are correct, but the URLs sometimes don't work, and sorry, they couldn't apply any promotions except at the time of the order (and now they have a free shipping promotion). I finally figured out their problem is they provided me with USPS tracking numbers, but the URLs go to FedEx. I eventually received my order and while it wasn't late (and the items were all fine), I didn't appreciate the uncertainty of the process. After reading reviews here, I think Performance Bicycle isn't concerned enough to deal with these issues, so ordering from them is a mixed bag. I don't think I'll be ordering from them again."

"Placed an order for 2009 Louis Garneau Superleggera Time Trial Helmet. The website made no mention that they were out of stock (they do now). I have called 3 times and no one can give me any estimate on an expected delivery date. In today's world of just-in-time manufacturing and delivery that is unbelievable.
Also used a coupon code to get 20% off my order. The email invoice shows a $32 dollar credit but my credit card was charged for $32. Spoke with Emily and Max who both told me a credit would be applied right away and I would see it on my card in a few days. Nothing happened. Had to turn it over to my credit card company to resolve. I have shopped in the store several times, in fact most of my clothing is from them. This was my first order online, my wife has made one order that flew through the system. Probably will never order or buy anything from them again based upon "NON-PERFORMANCE" response to this issue. I will gladly pay the extra 5% to get what I ordered in a reasonable amount of time."

"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've been ordering from Performance for 9 years or so now and I can't recall any problems. They seem to have good pricing and selection. So far I can not comment on customer service because all my orders were straightforward and without incident. At times, especially during the winter sale pricing can be fairly aggressive with good deals to be had.

On my last order I ordered on Saturday, it was shipped on Monday, and I got it on Friday. This was with the basic USPS service. I really wish they would use UPS ground instead of USPS, the tracking is much better and shipping would be slightly faster but you can't have everything."

"I have no idea why people complain about Performance. If you are a member (and you should become if you spend more than $200 a year) they would upgrade the shipment to 2 days delivery for free. Many complain about slow to store FREE shipping. Common! Is it fare to complain about something that you get for free?
Don't be greedy pay for the shipment as you do at any other online store and you get your order much faster.

I personally have already spent a couple of thousands there and so far there was too little that I was unsatisfied with.
The 100 satisfaction guarantee works as advertized: I returned one of the bicycles I bought there simply because it did not fit (I would consider it my fault) without a single dollar of restocking or any other fees.
One thing they can improve is to let the customer change the order after it was placed, currently it is difficult to do even if it was not sent yet. Although you still have the option of returning the item you did not like and ordering the right one this could be done with much less hassle.
Disclaimer: All written above applies only to the Performance online store, not their regular stores. "

"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."

"Decent quality, at rock bottom prices.
Some of the items I ordered were on sale for as low as 70 percent off their regular prices.

It's a great place to buy from if you don't feel like burning money at a bike shop.

I will definitely be buying more from Performance Bike from now on.



Edit:
Ran into one problem today, Saturday 6/16/2007.

On PerformanceBike's home page, there was a large advertisement in the center of the screen, which was promoting their 25th Anniversary sale (running on saturday 6/16 - sunday 6/17), and was advertised as a "Special event for Team Performance members only!".
(Right below that (in red) it stated "Not a Member? Join Today! Certain rules and restrictions apply")

SIDE NOTE: Regarding the "rules and restrictions" area of their website, it did NOT state that memberships would only be processed on weekdays. (which I only found out later, when I called them)

So, thinking that "Not a Member? Join Today!" in their ad meant that I could still take part in their 25th Anniversary sale, if I became a member. So, I placed an online order for a membership.

Well, that didn't seem to help at all, since I found out immediately after placing my order to become a member, that although you get a confirmation e-mail for your order, you DON'T get a team membership number until after an actual human processes your membership. (which I only found out by calling their 800 number and was told by a couple of their operators)

Funny how their website infers that you COULD take part in the sale (by becoming a member), but nowhere on their site does it mention that becoming a member is NOT immediate, but actually delayed until someone gets around to it (which the 1st person that I spoke to claimed it would not happen until monday 6/18 (when the sale would already be over), and the 2nd person (Donna) that I spoke to claimed it would happen saturday morning 6/16, which I have my doubts about, but we will see.)

So, It's obvious that not all of their phone reps, and even the Ads on their website can not be taken 100% seriously.

Due to the misleading info on their website, and getting conflicting answers from their phone reps, I have changed my "Very Satisfied" rating to "Somewhat Satisfied".

Will update this once I find out what's going on with my membership.




Edit:
On sunday 6/17, I called PerformanceBike again, and spoke to "Angela", to find out if my membership would be processed today, or if "Donna" was correct in telling me that it wouldn't.

Then "Angela" tells me to hold on, and she transfers me to their customer service department.

THEIR CUSTOMER SERVICE DEPARTMENT JUST HAS A RECORDING STATING THEY ARE CLOSED ON THE WEEKEND!

Not sure if this "Angela" is just ignorant about her company, or if that was just her way of avoiding being a responsible rep, but you would think if she works for the company, she should have known that their customer service department is closed on the weekend for christs sake!!


In any case, Sunday 6/17 has come and gone.
So the 1st person that I spoke to on Saturday was more likely correct, my membership will not be processed until sometime on monday (or later).

Good going, PerformanceBike!!
Mislead your customers with poorly labeled ads, and then have reps that don't have the power to do squat, to correct those problems to help the customers.

I am a fairly new customer, and have only done 2 transactions with PerformanceBike.
First time went ok, but the second time really showed me that their phone reps left a LOT to be desired.

I wouldn't say that I would refuse to do anymore business with PerformanceBike, but I will definitely PRAY that I never run into a situation again where I need to depend on help from their reps. (especially on the weekend)

Due to the problems I had with the website and a couple of the reps over Saturday and Sunday, my rating for them dropped another notch, to a neutral rating.



Edit:
As of today (Thursday 6/21/2007), PerformanceBikes website was showing that my membership order was STILL showing as "Item not yet Processed".

I called them again, and a order taker transferred me to customer service. Customer service said they don't know why the order didn't get processed. It was just stuck in limbo, and they said they would resubmit the order in their system, and hopefully it would finally get processed.

You would think their system would flag any orders that have been left unprocessed for too long, but maybe that is too much to ask of them?"