Performance Woes

[CorsairMac]

I just wanted to let ya'll know that I've been having some major problems with Performance in the past week. I would love to know if anyone else has recently or ever or ........and did you get it resolved?

Brief Version:
I placed 2 orders last Mon to be shipped FedexOvernight that were never shipped. On Thurs when I called to check Performance had no record I had ever placed an order even tho I had email confirmations. So I placed the order again over the phone, FedExOvernight and got a 3rd confirmation number. On Fri morning I called Just to make sure my order was shipped and again there was no record of my order. When I asked to speak with a manager I was told they were all busy on the phone. So I sent an email detailing my woes and made sure I included all 3 confirmation numbers and my full name. I got an email response from Performance asking me for the order numbers and my full name so they could research my complaint! When I emailed back telling them that information was in the body of the original email attached I got a response from them providing me with links to their order status section.

I have since ordered the items I needed from TE - THANKS TE!!!! who not only bent over backwards to help me but answered the phone 1/2 hour before they were "officially" open. Then proceeded to include a 2nd order I placed about 2 hrs later with my first so I wouldn't have to pay any additional shipping and to make sure both orders went out together. Although I love the Performance Century shorts, I'm thinking I'd rather pay more and get better service than pay less and get - well this is a family board so you can fill in the blank! I don't have any problems with people making mistakes - it happens.....I do however have a problem with poor customer service, so I won't be using PerformancBike again.

[Trekhawk]

I just wanted to let ya'll know that I've been having some major problems with Performance in the past week. I would love to know if anyone else has recently or ever or ........and did you get it resolved?
Brief Version:
I placed 2 orders last Mon to be shipped FedexOvernight that were never shipped. On Thurs when I called to check Performance had no record I had ever placed an order even tho I had email confirmations. So I placed the order again over the phone, FedExOvernight and got a 3rd confirmation number. On Fri morning I called Just to make sure my order was shipped and again there was no record of my order. When I asked to speak with a manager I was told they were all busy on the phone. So I sent an email detailing my woes and made sure I included all 3 confirmation numbers and my full name. I got an email response from Performance asking me for the order numbers and my full name so they could research my complaint! When I emailed back telling them that information was in the body of the original email attached I got a response from them providing me with links to their order status section.
I have since ordered the items I needed from TE - THANKS TE!!!! who not only bent over backwards to help me but answered the phone 1/2 hour before they were "officially" open. Then proceeded to include a 2nd order I placed about 2 hrs later with my first so I wouldn't have to pay any additional shipping and to make sure both orders went out together. Although I love the Performance Century shorts, I'm thinking I'd rather pay more and get better service than pay less and get - well this is a family board so you can fill in the blank! I don't have any problems with people making mistakes - it happens.....I do however have a problem with poor customer service, so I won't be using PerformancBike again.

Hey Corsair - I have never used performance but I do think you have done the right thing. If people just put up with bad customer service nothing will change. Perhaps they will notice customers not returning and will think about looking at what could be the cause. I have had experience of this with other companies and I figure hey plenty other places to spend my money. I have ordered heaps of my gear thru TE and will continue to do so as the customer service before and after purchase is excellent and shipping is fast.

[tatormc]

That is really strange as hubby and I order from Performance all the time and have no problems. Unfortunately in a customer service environment there are always going to be people who are not good at their jobs and will not help you. I think in this case I would continue to escalate to management as they need to be aware of the situation.

[massbikebabe]

Cos...

I have never had problems with Performance, and I refused to join the "extra savings club." I have always found the orders I placed to be there
within a day or two. I was much happier before they closed their store here in Massachusetts. Speaking of Massachusetts, I am freezing and I expect we will be having a good ole fashion snowball fight soon

karen

[Dianyla]

Is it possible that the email response you got back asking for the order numbers was automatically generated? If not, that was quite rude and inept on the customer service person's part.

[CorsairMac]

Is it possible that the email response you got back asking for the order numbers was automatically generated? If not, that was quite rude and inept on the customer service person's part.

no - or if it was it had a persons name attached to it. I have since received a 3rd response from them telling me they can find no record of my order (well duh! isn't that what I'm complaining about?) and have turned the matter over to their websupport department and that they have had no problems with other customer orders! (lol..gee thanks) I did write back and tell them one of those orders was placed over the phone - would their websupport be able to research what happened with that one too?

Tator: I've ordered from them before in the past and have never had problems - until now.

I was just shocked that any company could lose 3 orders in 4 days, but a company as big as Performance? and then to respond to the first complaint by telling me the managers were busy on the phone, and the second written complaint by asking for info that was already included in the letter? followed by another response from yet another person providing me with order status links? I guess my expectation for either a resolution or some form of pacification was a little higher than theirs. I'm not even angry - just very disappointed - and sorry for both them and me coz we both lose out.

[Surlygirl]

Cos...

I Speaking of Massachusetts, I am freezing and I expect we will be having a good ole fashion snowball fight soon

karen

Shhhhhhh Karen, don't say that four letter word please, it just gets CorsairMac all excited. I am NOT ready for snowballs yet! How are you by the way?

[gilly]

I don't believe there can be any excuse for such poor customer service. Voting with your feet was the way to go.
Don't forget to carefully check your credit card statement to make sure they haven't processed the order in that dept. !

[kmoty]

From Maryland...my husband has bought from Performance online with no touble so far in about a year, but we were in the local store a couple of weeks ago, and staff (very young) seemed to know little and care less. I'm happier with TE (*xcellent* service) and others, like my LBS, who seem interested in keeping their customers. A couple of dollars seems a small price to reward good service and reduce my agida (I know I'm privileged to be able to say that).

I have a friend who says "50% of people can't do their jobs. Of the remaining 50%, 25% won't." Pretty much my experience, which makes me try all the harder. Sigh. Reward those who can and will.

K