"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 !"

"I have been a long time customer of PBike. I found them on fatwallet and was very impressed with their service.

For about three years I had not trouble with performance bike, aside from not getting Fatcash, which was a bit of a problem with price matches. Anyway, I moved within my city last August. Ordering my PowerBars in October, I forgot to change the address and they were delivered to my old apartment. Not a problem, it was my fault.

After this incident, I made sure that all my addresses on Pbike were updated to my new address: my buyer's club, billing and shipping addresses all were from my new apartment. I even received Pbike coupons there. I was rather surprised when my January order, where I had double checked the shipping address, once again arrived at my old apartment.

Since my girlfriend was getting upset with what she deemed to be my fault, I e-mailed the customer service department, asking them to manually update my address to the new location.
In March, my GF and I went to place the order together. Both her and I would place a large sum of money on the fact that the address in the ``ship to'' box stated my new address. The order confirmation e-mail also reflects our new home address.

I received a message from PBike shortly thereafter telling me that my order was on hold, since I tried to combine both a 10% off coupon and a pricematch (Note: www.muscleshoppe.com is quite a bit cheaper on Powerbars, if you are looking). I was somewhat stunned that the order method that I had been using for the past three-and-a-half years suddenly was not supposed to work anymore.

So I checked their site and surely enough their policy on price matching had not changed a bit. It stated pretty clearly that ``If there is a nationally advertised price that is currently available on the same item you want from our catalog, this becomes your new Performance price.'' (http://www.performancebike.com/help/pricepolicies.cfm)

I referenced this information and e-mailed the customer service department back, asking them to handle this issue to my satisfaction. I received a reply (well, if you can call a single line e-mail a reply) that told me that ``it is our policy to only honor one discount. Please advise.''

Long story short, I sucked it up and went to the price match. I received my shipping notification about a day later, which explained to me that my order was shipped to my old address.

I called up the customer service rep and asked her to change the ship to address. She asked me if I could not go and pick up my parcel from the other address. It was in the same city, after all. I explained my situation to her and she offered me an excellent deal:
she will ask FedEx to send back the shipment and after it arrives, they will send out a new one to me, using the same 2nd day FedEx as before.

WOW! I could not be any happier. This was definitely solved to my satisfaction..."

"Takes way too long to verify credit card address.
Order cancelled by Performance 11 days later.
Communications are poor.
Queried international shipping costs 13th January.
Received reply 16th January. Placed order same day. Received notification 18th January that CC address cant be verified. Provided full bank contact details same day.
E-mailed 23rd and 25th January for an update.
Received e-mail 27th January stating CC address cant be verified and order cancelled, given an option of sending in an International Money order instead. No thanks, looks like I dodged a bullet on this one, going by some of the horror stories given on this site. How can they claim to be No. #1 with such terrible customer service ?

"

"I use Performance Bike as the default option for most of my mountain & road biking needs. They have never given me problems returning items and everything ships very promptly. I'm also a "Team Performance" member so I get free shipping upgrades & 10% off (via reward point system). My only complaint with Performance is that their inventory is a little bit smaller & tends to favor their brands (e.g. Forte) -- but their brands to tend to be very inexpensive, so this isn't really a complaint."

"I had a series of transactions with this company. None have been trouble-free. Among the issues:

Orders "lost" (but frequent buyer points deducted) without any promise of delivering the item.

Item ordered with "next day shipping" was sent via standard US mail.

A "View order progress" screen that does NOT work.

Nonintuitive use of frequent-buyer points.

Subscription to "frequent buyer" service takes several days to process (usually until after a coupon code expires.)

Frequent phone calls necessary to determine that a credit card has been having "difficulty", although all I had to do to resolve that difficulty was to verify that I GAVE them correct information.

I've still got frequent buyer points... I'll pick up the last of my free stuff at a brick and mortar store."

"Performance can be hit or miss. Their "Team Performance" deals can be great, with 10% back on all purchases, but it costs $20/yr to join. I've earned back a lot more than the $20 I paid with only a few orders. Sometimes e-mails from them are slow. Orders sometimes don't show up on their web site "order status" for a few days. If I'm worried I usually call and talk to someone. Their phone customer service is great. Shipping can be slow also. The 2 day upgrade is worth the extra bucks. Can take 10 days otherwise. Prices are usually around full retail, so I only buy sale items and always compare with other on-line vendors before I buy. The quality of the Performance brand clothing can compete with the best manufacturers out there minus the high cost. The web site includes good reviews from real customers. Very helpful with bike gear. I've had a few items backordered. I hate this. So I just type in "cancel order if any items are backordered and notify me by e-mail" in the ordering instructions and they will. Don't rely on initiating communication with e-mail. Grab your phone and call the 800 number on the catalog cover.

Overall, with 2 day shipping and the great promotions, this is a very good vendor for specific items. They have good _phone_ customer service, quality items and a few quirks which can easily be avoided with some forethought."

"Terrible!

They list everything as in stock, even thought many items aren't. I've ordered 2 items of which one was backordered for another month.
They didn't inform about it at all. I had to call them and specifically ask about it.
I could not cancel an small $5 item that I ordered by mistake.
I got a tracking number for a wheel that I need, but it is just an electronic info notification w/out any package progress. That means that they haven't shipped at all.

Terrible, terrible merchant and experience.
Avoid.
"

"Ordered 3 items, all listed as being available. Paid for 2 day shipping to get them in time for a ride. Got shipping confirmation that said one item (tires) was back ordered. Called and asked and was told that 'available 6/15' (the day I placed the order) really meant 'when we think they will be here'. I asked when they would ship. no idea. How would they ship? USPS regular mail. When I asked if it could be upgraded I was told it can't be changed. I asked if there was anything they could do to try and fix the mistake. She told me she doesn't see how it was their mistake. I explained how the website had false information, she again said those are estimated dates. Well why not say estimated? In any case it does not say estimated so it was a mistake on Performance's part. All I got was, "sorry, we won't do anything. Would you like to cancel the backorder?" I asked to speak to a supervisor, waiting for a call back."

"At times are memory fails us, years ago I ordered an item from Performace and promised myself that I would never do it again. And once again I find myself entangled in an online purchasing nightmare. I ordered a suspension, they sent me the wrong one. Now they tell me that they 'apologize for the inconvenience' but this item 'is no longer available' yet three weeks later it remains on their website. In this same order I order a headset. They charged my credit card for this item, but never sent it. Their customer service has been awful, slow and simply not satisfying. Once again I am convinced that they are the worst and most expensive online bike store."

"Have placed a few orders through Performance. Their prices are great, however, the service less so. They often wait a week before shipping an order placed using least-cost shipping. Also, their website is not updated with stock information frequently, I have ordered several items in the past only to be told a few days later that said item was out of stock, and was discontinued by manufacturer. The prices are good, but expect to wait a while for your stuff."

"Stay away from this place they are terrible. They have this Biker Bill of Rights at Performance, what a joke they don't live up to a single statment on it. I ordered a tool kit from them and it was listed as in stock, a few days later they send a shipping conformation for part of my order and say the tools are back oredered. I go back three weeks later and the tools are listed as in stock on the web site, I call and ask if they had shipped mine, "No, there still out of stock.", well your web site says that they are in stock. The don't honor their price match garantee either."

"Unbelievably horrible performance from performance bike. It is impossible to order a nutrition subscription from this company. And just when you think they got it right, they charge you their standard inflated prices, take weeks to ship, don't add points to your account, and never ship your follow on monthly orders. I've made four attempts to order a nutrition subscription over the past few months and this latest order was the last straw. I will never shop here again."

"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 was sent a confirmation that my Christmas gifts were sent 2 day express (I ordered 2 day express) on December 20 and they never showed up. After having to go back to the site 3 different days to track my items, it said, they may arrive here by December 31. When I called the company to ask why they sent me a confirmation that my gifts would be here by Christmas when they wouldn't be, they told me that everything is done by the computer and it is not there policy to inform their customers about their purchases. The girl on the phone actually said, "We have too many customers to bother with each individual one."
I told the customer service agent that according to the tracking site, my gifts were sent out on Dec. 23 and were not going to arrive until Dec 31. She said that they forgot to send it 2 day express and that was too bad for me. I then asked to speak to a supervisor, but the woman on the phone told me that she wouldn't transfer me.
One can get much better service at Wal Mart.
"

"The retail stores are friendly, and the online store is great too, ships very fast!"