Performance Woes

**CorsairMac** · 10-17-2005, 07:53 AM

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** · 10-17-2005, 08:00 AM

Originally Posted by 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.

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** · 10-17-2005, 10:04 AM

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** · 10-17-2005, 10:46 AM

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** · 10-17-2005, 11:11 AM

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.

**Surlygirl** · 10-17-2005, 12:19 PM

Originally Posted by massbikebabe

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?

**CorsairMac** · 10-17-2005, 12:56 PM

Originally Posted by 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.

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.

**gilly** · 10-17-2005, 01:02 PM

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. !

**WarriorPrncs** · 10-17-2005, 02:48 PM

I'm hoping that isn't an indication of things to come. Hubby and I went to Supergo in Laguna Hills yesterday and everyone who works there was upset since Performance is taking over. They thought they would get to keep the name Supergo but it was decided to change everything to Performance.

One of the managers said a lot of their distributors are cancelling their contracts since they don't want to deal with Performance. He said they have a bad reputation and have burned a lot of people.

**emily_in_nc** · 10-17-2005, 04:15 PM

We live 15 miles from a Performance retail store so do shop there fairly often (we can ride there, after all), and I am a Team Performance member, which is a good deal since you get back 10% on all purchase in coupons, so it does pay for itself if you spend more than $200/year (since the membership costs $20).

Anywho, we were in there Saturday and had about a $78 purchase. First, the clerk said that my Team Performance membership had expired (it hadn't), and second, he asked me for a photo ID with my Visa - even though I had my Team Performance card and was in full cycling gear; how likely was I to be a credit card thief? I have been shopping there for YEARS and have never once been asked for a photo ID, and didn't have one on me since we'd ridden there. I pleaded my case, and the other clerk laughed and said "She'd hardly be trying to get Team Performance bucks for someone else if she'd stolen their credit card!", so the guy did let me make my purchase, but I was a bit steamed about both things.

I later emailed customer service, they confirmed that my membership is good through 3/1/06, so now I have to fax my receipt to them to get credited for Saturday's purchase - they have no way (or claim not to) to look it up in their computer database, which doesn't seem logical to me, since I had my transaction ID and everything from the receipt.....but anyway. I won't stop shopping there b/c the prices are good and it's so close to home (no shipping charges), but they really aren't the best with customer service, that's for sure. And not to have information in the computer that I'd renewed my Team Performance membership makes no sense, since customer service was easily able to check to see that I had, and I was able to check the same online.

They definitely could make improvements!

Emily

**DeniseGoldberg** · 10-17-2005, 04:19 PM

Actually, I'm with CorsairMac on this one. There is no way I would give any (more) business to a company that treated me like that. And Emily's story really just adds to the impression that they are not a customer-friendly place.

**nuthatch** · 10-17-2005, 05:30 PM

Something is seriously wrong when a website loses three orders over multiple days. I mean wrong with security. Corsair, you need to contact your credit card company immediately to make sure you haven't been compromised (or charged by Performance). It's possible they had a real website problem they aren't owning up to. Keep in mind that the stores and the website are two separate corporations.

**caligurl** · 10-18-2005, 07:45 AM

i have a love/hate relationship with performance... i was familiar with them even before i took up riding.. cuz hubby has been riding for years.. so i've been shopping there for him for a looong time...

their customer service has gone downhill the past couple of years.. and it seems to be getting worse.. the bigger they get.. the worse their service gets.. i can't remember the last time i had a successful order.. meaning that i got everything.. on time... without having to make one or several phone calls!

at least they always offer to upgrade to overnight when they mess up an order that doesn't go out on time for me to get 2nd day (i'm also a team performance member... just recently redeemed 35700 point... so that shows how much i spend there) you can't beat their prices when you factor in sales or price matching... 20% coupons.. and team performance points! but i do get sooooooooooo frustrated with their customer service! UGH!

**DeniseGoldberg** · 10-18-2005, 08:20 AM

Originally Posted by caligurl

their customer service has gone downhill the past couple of years.. and it seems to be getting worse.. the bigger they get.. the worse their service gets.. i can't remember the last time i had a successful order.. meaning that i got everything.. on time... without having to make one or several phone calls!

Wow - I can't believe that you continue to do business with them. I can understand an error once in a while, but my patience disappears after one order with an error. You may be getting your items at a good price, but when you factor in the time and annoyance - well it wouldn't be worth it for me.

And I suspect that as long as people continue to buy from them, they have no incentive to fix their problems!

**caligurl** · 10-18-2005, 08:25 AM

they really are THAT much cheaper....

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