Performance Bicycle

On May 24, I received a email from a «district manager» requesting my contact information to contact me about my experience I provided the requested information, as of today June 3 I have heard nothing from the «district mgr».
Seeing as I could not get my bike serviced anywhere, I donated it to charity. Maybe some kid can get some use from it.
It appears that not only does Performance not want to work on a «WalMart» bike they don’t want to follow up with unsatisfied owners of those bikes.
I will not do business with Performance bikes, EVER.

First, I have to say I’ve been purchasing bikes, parts and gear from Performance Bike online and the Chapel Hill store for years without problems. However, the Cary store is closest to our house. A few months after purchasing my son a road bike from the Chapel Hill store, my wife was looking to purchase a new road racing bike. We decided to give the Cary store a try. They were busy and we had to wait 30 minutes to speak to a sales associate. This wasn’t a problem cause we knew it would take some time. The bike my wife wanted was not in stock and the warehouse was sold out of that size. She was somewhat interested in another bike, but that had to be sent from the warehouse as her size was not in stock. The salesman kept insisting the bike wouldn’t work for her and consistently tried to get us to purchase a leftover model from the previous year (that was in stock). Besides the fit, my wife hated the look of the bike. When my wife stated she thought she might get the other bike she wanted, the salesman advised again it was not a good decision. So, we said we would think about it. We left and drove to the Chapel Hill store. There, without telling the manager what happened in Cary, my wife asked if the bike she wanted would be good for her type of riding. They advised it would be perfect, did a fitting off of a similar model and ordered hers from the warehouse. She is 100% satisfied with her purchase and NEVER GOING BACK TO THE CARY, NC STORE! We now drive the extra distance to Chapel Hill for all our purchases.

Keith’s customer service skills are TOP NOTCH! This man truly deserves a raise, and quite honestly should be running his own business. What a gentleman! I explained the issues with my bike and he told me exactly how it would be fixed and we filled out a form and I was on my way.
I forgot to bring my chain, so I went back a few hours later and there was a different person there who I found to be a little rude. All I needed to do was drop off my chain and make sure it got put with my bike. I gave him my ticket (showing which bike was mine) and he was very rude saying he had no idea where the paperwork was and honestly didn’t really even have an attitude like he cared. I knocked one star off for him. He told me that I was supposed to know when my bike would be fixed and that they were 3 weeks out etc etc.
The next day, Keith called me back and told me that my bike was all set. He fixed the chain and performed their free lifetime adjustments, along with what he termed «trimming out» the front derailer so that it would be properly adjusted. I am fully happy with how he treated me and helped me and hope that next time I go back, he there.
Thank you, Keith, so very much! You made my day a whole lot less stressful.

Awesome customer service. Got us in, out and explained everything super easy!
Membership to their club is a no brainier as its 10% in store credit back to you for everything you purchase… including your first purchase which for us was a bike.
Thanks guys.

There are a lot of reviews that seem rate this shop poorly, I am not sure why though. I walked in, was greeted promptly, and helped with some questions I had regarding my bike.

I was in the Cary Store on Sat afternoon and I had a great experience! I personally do not know much about bikes but a few weekends ago My Brother In Law and I competed in an indoor triathalon and we got bite by the tri bug! We came into the store to check out some bikes and maybe learn something about the different types. I can’t rememeber the name of the person who helped us but he was great! He explained the differences between a Tri Bike & Road bike which was a huge help. Also being a larger male (350 lbs) I told him I had concerns about being able to even ride a road bike safely and he suggested I check out the Cyclocross types of bikes which made me feel a lot better!
I have lost 125 lbs in the last 2 years and hope to purchase a bike soon so I can train for a Sprint Tri. Thank you so much for the great service! I learned a lot in the few minutes that I talked with your employee, you could just tell he was passionate about the subject.

I bought two bicycles from Performance in Cary last year. When it took 15 minutes to get the attention of a sales person so I could make my purchase, I should have known the store had problems and just left. Unfortunately, I didn’t. I bought the bikes and some accessories.
Once at the counter, I was given the pitch about purchasing the service plan and joining (for an additional cost) the membership rewards program. Since the bikes were new and I knew they would need service after break-​in, I purchased the service plan. Since the bikes were expensive and the membership would allow immediate discounts and rewards that exceeded the cost of the membership, I bought that too. What a complete waste of money.
I took one of the bikes in for service recently and was told by the not-​so-​friendly service person that there would be a 2 WEEK WAIT for the service. 2 WEEKS!!! To clean the drive train and make some minor adjustments? And this is for reward members who have a service plan. If you have to wait that long for service, something is wrong. He couldn’t care less.
Also, I discovered that the membership program has an annual fee that automatically renews and is charged to your credit card. Never at the time of sale was this mentioned, and if it had been, there is no way I would have purchased it.
Needless to say, I cancelled the membership plan.
Overall, just a very frustrating and disappointing experience. I decided to cut my losses with Performance Bicycle and will not be dealing with them again. If you are looking for a friendly neighborhood bike shop, this is not the place. They are all about the first sale and the upsell, not good customer service.

Update: the manager called me after reading this review. He sincerely apologized for my experience and corrected the situation. I’m still not thrilled that it happened, but I definitely am satisfied with the outcome.
Also, if you have problems at this store, I recommend that you speak to Rob. He really does seem to care about addressing problems and making sure that the customers are happy.

Hubby and I wandered in one day to price a couple of hybrid bikes. We were still shopping and not intending to buy. Next thing I know we are leaving with a bike and have another being delivered to the store for pickup. It was late in the day, they actually were closing so I have to say I was pleased with the service attention given some of the other reviews I’ve seen. They did a good job of calling around and finding the bike I wanted, which was a small frame. They had it ready for pickup the next day, as promised. They gave us a discount on some of the new gear we wanted with the bikes. Their prices were very competitive and much better than REI for better equipped bikes. We ended up wandering back in several times to get gear and each time got all the help we wanted plus friendly service and advice.
I went back in a month later to get the bike adjusted. The service technician actually met me at the door… opened it for me and took the bike from me immediately to start working on. No appointment, no wait. It was back in my truck in 30 minutes, gratis.

My boyfriend and I walked into the store around 5 pm on a weekday. We were interested in talking to someone about mountain bikes, and if we found the right ones in our price range, we were prepared to purchase two that day. The store was fairly busy, and all the employees were busy helping other customers. We looked on our own for a few minutes, but we weren’t even acknowledged by the staff.
Finally we got the attention of one salesperson who gave us his full attention – until another customer came into the store. If you plan on taking the bike around the store for a spin, just be prepared to be back in the queue for assistance. When we finally got his attention again, he let me test some bikes outside, which was helpful in determining which one I wanted.
I couldn’t get over how lackadaisical this guy was. He let me take a helmet out of the box and test ride a bike that the store had already sold to another customer. He didn’t even ask me to fill out a form, so if I’d wanted to, I could’ve easily ridden away with a $ 400 bike and a $ 80 helmet. Dumb. So, don’t buy a helmet there – someone else’s head sweat is probably in it.
They didn’t have the right size bike for my boyfriend at the store, so the sales guy said he would go do some «research» to see if he could find it elsewhere. After half an hour, he still didn’t have an answer. Eventually he found another model he liked better – but they would have to order that one and it would take a week. They had the same bike in last year’s model, so he tried it out and like it fine. But, the guy quoted the same price on the 2010 model as the 2011. In no way did this make sense.
The guy said he didn’t have the authority to sell the bike at less than the ticket price – nor would he pick up the phone to call a manager. He said he’d talk to him the following day. My boyfriend has since called three times and still has no answer. I’m hopeful that at the end of this, we’ll have bikes. We cost compared on our phones, and the prices just couldn’t be beat. Has it been worth the hassle? The jury is still out on that one.

Stopped in on way to Raliegh from Raeford NC. Will not go back to this store. Left feeling that staff cared more for sale than customer satisfaction.