Performance Bike sends wrong size bike to two customers ...

[elk]

hope it turns out well. that frustration is awful.


the more i think about it the more i think: local, local, local....

[Aggie_Ama]

We have had nothing but headaches with the one they built here. First we were pretty excited to have one but then we figured out the people they hired were incompetent with absolutely no value on customer service. I worked my way through college in retail and I expect to be treated well, nothing over the top but you better treat me like I matter not a nuisance for existing.

We had a horrible experience with the service department (didn't bother to call when they bike needed extensive repairs above what we brought it for even though it said to call before additional repairs then couldn't understand why we didn't want to pay for them), customer service (box of pedals on had one pedal, I had to drive 20 miles back to fix it no apology for the hassle), customer service (light broke due to poor quality, they didn't want to exchange it since I didn't have my receipt but was a team member and they could look up the receipt plus it was their house brand) and too boot they are absolutely pushy but have never want to help with a simple thing.

I prefer my LBS where the people are very knowledgeable, very helpful and the service department rocks. Plus the owner is in the store many days.

[Jaclyn]

We are trying to speak to a manager at Performance today. The Ritchey bike is not carried at our local bike shops, plus we wanted to build it up ourselves (versus a shop doing it for us). And, to be fair, Performance was offering the bike at a very good price.

I'm most upset because the bike had already been returned once by a previous customer as the wrong size. We did not notice it when we opened the box, but when we found it was the wrong size two weeks later and looked thru the packing materials we found the previous owner's invoice (another problem in terms of identity theft etc) and his reason for return: wrong size bike. Performance didn't correct that problem by noting that it was a 50cm and not a 58cm. Instead they sent it out incorrectly to a second customer (us).

I'm particularly unhappy that we may not be able to get the bike at all now. I bought a number of custom spacers, headset caps (a cool "Cyclocross Do It In The Dirt engraved orange one), handlebar tape to match the rust orange and grey color scheme. Even a wool jersey for cross season. Now it looks like we may be forced to get an entirely different bike (not a Ritchey at all). So I anyone needs some beautiful rust-orange bling for their bike I may have some to give you ...

[tulip]

Even if your local bike shop doesn't carry the bike you want, many will special order. Certainly LBS will order frames only, although that will be special order. If they can't or won't, you can call around to other independent bike shops and order from them. The difference is in the small, customer-oriented shop vs. the big corporation that doesn't know or care who you are.

Now that the season is underway and there's no usable bike, I wonder how much of a good deal it was?

I hope you get it worked out with them soon.