I placed an order October 5th – after three e-mails and three phone calls to their customer service – I just got my package today November 11th – I paid for 2-day air shipping.
The order was worth $500 – $250 of it in bike shoes - they are saying the bike shoes are discontinued.
They have been evasive in getting my stuff to me. When I finially got them to resend the items I ordered - they never mentioned the shoes had been discontinued.
They have not offered any compensation. There is nothing in the box that indicates they are going to refund my money or refund the money i paid for 2-day shipping.
I am so mad! I needed that stuff to train for ironman Western australia – I need the bike shoes for Ironman WA.
What can I do to get my money back??
What recourse do I have ?? I want to sue them or something for pain and suffering. at least report them to the BBB.
Wow. That’s unfortunate. Speaking from personal experience (25+ transactions), I’ve had nothing but top-notch service from them. Best of luck in getting things straightened out.
Sorry that you had to go through that frustrating experience, but doesn’t 2-day air shipping mean that it will arrive within 2 days of shipment as opposed to 2 days of placing the order?
I recently had the exact opposite experience. Placed an order for a pair of shoes (Shimano TR-01’s) at 4:00am on November 4th, got the package at 2:00pm November 5th.
I’ve had nothing but perfect/speedy service from Performance. I usually call them to get my FedEx tracking numbers, and their customer service reps have done a wonderful job.
I feel your pain, and I am going to offer some advice that has helped me in situations like this. At this point, you feel powerless and screwed over, but tearing into someone won’t get you the satisfaction you need. Supergo and Performance have both goofed up clothing orders for me, so I don’t use them anymore. However, take the advice of another poster and contact your credit card company…that will help you regain the power. Next, when you contact Performance, be nice, but document everything that is said and who said it. Eventually, you should get to someone that can make it happen, but it might take some phone calls. Be patient, but be persistent. Finally, if you need the shoes now, go to your LBS, and see if they can get close to the price you were getting through Performance. Even if its a bit more, it will be worth it. Good Luck
Sorry to hear it. Performance/Supergo complaints are many and varied. They did the same thing to me, discontinued part of my order withouth telling me. The MTBR boards are full of these stories.
Think it comes with the territory of online shopping. For what it’s worth, here are a couple of online retailers with better track records:
PricePoint = don’t often hear complaints and their prices are usually cheaper than Performance
Speedgoat = A small shop that does a fair bit of online business. Free shipping and they will price match .
Nashbar = Also owned by the Performance juggernaut, but have never given me problems.
-Jenson = Also price match. Very reasonable shipping.
Sorry that you had to go through that frustrating experience, but doesn’t 2-day air shipping mean that it will arrive within 2 days of shipment as opposed to 2 days of placing the order?
October 5th - order placed – NOVEMBER 11th order arrives – I think they missed by A lot.
I called them October 26th – three weeks after the order was placed and still not recieved. The person said “Have to wait three weeks from when the order was shipped - October 8th” – Fine - I wait some more. Call them again – they say i have to fill out a form (why didn’t they tell me that before) - they will mail the form – so i wait some more – they never mail the form – so i call again – they finally fax me the form – I fax it back – they NEVER mention the shoes are no longer available. Shimano TR01 – same thing an earlier post said he ordered with no problems (HE PLACED HIS ORDER A MONTH AFTER ME)
Why did they not communicate with me??? Tell me that my order is lost - tell me the procedure for replacement – tell me stuff is no longer available. Communicate with me!!!
I am done with performance.
By the way – I shopped for shoes at my local bike shop – I wanted triathlon specific one strap shoes – None were available on the island of Oahu accept Carnacs for $280.00 – Bright aweful yellow – No Thanks.
Performance: I bought a new trainer from Performance this year. used it for a few weeks, then the “gets harder all by itself” crap started happening.
So, I got a RTM from them, they sent me a thing for free postage, and I sent it back. Great, right?
WRONG. It got to them in 3 days. But then, it took like a month for them to even be able to tell me what happened with the replacement (it “looks like it was shipped 3 weeks ago” - oh yeah, by what? carrier pigeon?), and eventually only after numerous calls on my part could they figure out what happened (it never did ship after all - ya think?), and finally get me the replacement over 6 weeks later.
By which time it was nice out and I didn’t need the f’n trainer anymore.
PS - the new one is even WORSE. GRRRR. I’m sending it back for a refund, using the $ to buy a Kurt Kinetic.
PPS - I do hafta say, all the other transactions I’ve done w/ Performance have been good to very good.
Supergo: I ordered a bunch of stuff from Supergo on a Monday, the week before my big 24 hr adventure race. Paid extra for 2 day shipping.
Wed at 4:45, I call them, WTF happened to my order? I give them my order #.
There is no such order # on the computer. WHAT??? It appears the lovely lady who took my order (and gave me the now-worthless “confirmation #”) then deleted the entire thing after I hung up.
Nice. I guess that was God’s way of not letting me blow over $300 at Supergo.
I bet if you talk to them they will do something to try to make it right. Whether that effort will be better than nothing is another question. I had a similar experience. They had a crankset on their website that it turned out they were out of. They accepted my order and then waited a week to tell me they didn’t have it. When I raised hell about it, they overnighted me a different crankset at their expense. They sent it to the wrong address and when it finally got to me, I had already bought another set. I wrote “refused” on the box, had Fedex take it back and Performance (after I raised some more hell) refunded all my money (even the original US Mail shipping). Certainly not a positive buying experience for me but not even close to the worst either.
My impression is that they are stupid and/or lazy but that when you raise hell, they will (in their stupid, incompetent way) try to make it right. I won’t buy from them again but the fact that they try puts them ahead of half the retaillers (online and brick and mortar) in the bike business.
Incidentally, I’m amazed that Supergo has stayed Supergo (not just in name but in corporate culture) for so long and Performance has stayed Performance for so long after Performance bought Supergo out. I buy 90% of my gear from Supergo (both online and from their shops) and they have always met and in many cases exceeded my expectations. If they say they’ve got it, they do. If they say it’ll fit, it will and their regular prices beat everyone, even places where I get discounts.
“By the way – I shopped for shoes at my local bike shop – I wanted triathlon specific one strap shoes – None were available on the island of Oahu accept Carnacs for $280.00 – Bright aweful yellow – No Thanks.”
You should ask Tom Demerly about tri shoes. I’m sure he’ll sell you a pair for decent price & ship them out same-day (I’m not speaking for him by any means, but he certainly seems to take care of slowtwitchers pretty well.)
A few years ago, I ordered some pedals from Performance. They arrive not only broken, but with a slip indicating they were to be returned to the factory. I made arrangements to return them. I received another package. It contained the cleats and a can of hair spray (yes, hair spray and it was empty!). I called and expressed complete shock. They apologized and didn’t even ask for it to be returned explaining they’ve had some trouble with the hired help in the warehouse. Eventually I got the pedals. Whole ordeal was probably a little over a month. I won’t be shopping there any time soon.