Category: | Bicycle Store |
Address: | 1314 Wilshire Blvd, Santa Monica, CA 90403, USA |
Phone: | +1 310-451-9977 |
Site: | performancebike.com |
Rating: | 3.8 |
Working: | 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–6PM |
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Jan Ignacio
Update: Just received a call from one of their employees, Justin - he was following up on my issue that I called about last week. He listened to my complaint, and was able to pull up the receipt of my purchase from where he was at. Once I explained my unwillingness to spend an hour and half on the road to claim my pedals, and after I told him I had ended up buying pedals elsewhere, he then offered to refund the money back to my credit card! Color me pleasantly surprised - not a lot of businesses would be willing to go that extra mile to follow up on a customer complaint. Upgrading my rating to 4 stars; Ill save the 5 star for the next time I visit there when Im in the area. ------------------------------------------------------------------------- Only writing a review because Im still steamed from my one and only experience visiting there today. Purchased a set of bike pedals from there, along with a few things - only to discover that the salesperson there had not placed it in my bag when I left. Receipt in hand, I called their store to confirm that it was there, and it was; problem was, they wanted me to come back in person with the receipt to verify I owned it. Problem: I lived an hour and a half away from this location (was only passing by because of business in Santa Monica). I proposed that I email or fax them a copy of my receipt; person on the line asked his manager, who said no, there was no way. I couldnt believe it - the item was $40, and I expressly told them there was no way I would drive an hour and half to fix a mistake that one of their employees made. They still wouldnt budge from their offer - so I gave up, told them Id sink the $40, gave them the name of their salesperson that made the mistake, and expressed my extreme displeasure. Probably the worst case of customer service Ive ever had in my life. Im definitely never coming back here again.
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A Private User
By far the worse bike shop in LA. I had the rear wheel stolen from my Schwinn Madison. Haven bought the bike from Performance I went back to get a replacement. Kevin(parts guy) told me he would give me a call in two days to give me a price on the rim four days passed and I never received a call. I stopped in after work, asked about the rim and he nonchalantly says "oh yeah I have to call Schwinn back, Ill call you in a couple days". Three more days pass by and still no call from performance, so I stop in on a Saturday and talk to another guy he tells me nobody has ordered the rim and pulls out a catalog and suggest that I buy a new set of rims. I tell him I would prefer to keep my original ALEXRIM he tells me hell give me a call on Monday. Monday passes, still no call so once again I go into the shop on a Thursday by now its been 2 WEEKS and no one has ordered my rim. I go back into the store ask to speak to a Manager they tell one is not on duty at this time but points me to a big guy at the front desk and suggest I speak to him. He tells hes sorry about the confusion and that I have two options he orders the rim from Alexrims and it takes another week and a half or buy a set of rims similar to the one stolen he has in the back. Frustrated and just wanting to get my bike out of the HELL HOLE I bought the set. It took 2 weeks and $160 to get my bike fixed.
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A Private User
Its funny reading these reviews and seeing people having the exact same experience with PB: cheap prices, terrible customer service. Ive walked into this place 3-4 times ready to make a purchase each of those times, and only made a purchase once. The trick is to hunt someone down and ask them again and again each time they idly walk by you not doing anything. The staff seems to be allergic to your money, because they try hard not to make a sale. And I do mean try, because youd have to be trying this hard to be this bad at customer service. Its as simple as making eye contact with a customer and saying "hi, how can I help you?" I actually helped more customers while I was there than their entire staff combined. People were so neglected, that random customers asked me for advice on what to buy. I told them the same thing Im telling you: great prices at PB if you can stomach the terrible customer service. Doesnt the manager read these? Also, keep in mind that while some places have higher prices, like Helens a few blocks down the street, they do also offer free tune-ups for a year, a $50 value each time. So factor that into the cost of your PB bike and see if its worth it to you... that is, if youre even able to hand them your cash.
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Juan Carlos Hernandez
(I wish I could post without a single star) Terrible, worst customer service Ive ever received from a bike shop. About a month ago I took in two bikes for their trade in program( to purchase a commuter bike from them) both bikes were appraised and I ended up only wanting to trade one in. They then took pictures of the bike and told me they had to send it off to see if they value was right since the wheels were different from the manufacturer, I said ok and that they would contact me within 48 hours. After 3 days I called, spoke to the manager (the assistant manager was supposed to call me back) and he told me that he himself didnt even know how the trade in program worked and would find out and call me back. Needless to say, I never received a phone call and decided to forget about it and take my business elsewhere. I sold the bike privately and took my business to Helens Cycles in Santa Monica and purchased my new commuter bike where I was helped within minutes of entering the shop. Performance Bicycle may have a lot of items to chose from but their employees are inexperienced in the business.
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James Carmichael
Wanted to post since it seems like people have a range of experiences here. Been suffering from chain suck on my mtb. Called Performance and got some helpful tips and an invitation to come in whenever from Nick. Made it in, and Jorge took a look at my bike and filed down some rough metal nubs and wear on the inner part of my granny ring; he said this was what was catching and causing the suck. Gave me an ingenious way to check on a flat riding surface if chain suck was still happening (hold brakes, struggle to move forward pushing hard). Also pointed out what Id have to buy if the suck stuck around, but without any upsell or pressure at all - actually in the context of educating me a little about my bikes gear equipment because I thought Id need something different.. The whole thing took less than 30 minutes, and everyone was extremely helpful and friendly. I cant be certain yet whether its resolved the issue - chain suck is complicated, and Im trying it out on some real uphills today - but it was absolutely a positive experience and Ill be back.
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Derek Santa Monica
This place is OK, but just OK. They have a fair selection of bikes and the staff are generally pleasant and knowledgeable. Prices are fair. Their line of Performance-branded products is all cheap stuff from China. Gets the job done, but is certainly nothing to laud about. I got some leg warmers with zippers that are difficult and fell apart in a matter of months anyway. Jacket had a fastex buckle improperly attached. I went back and checked the others to possibly exchange, but they were all like that. Salesman explained that sometimes they get a whole run of products like that. Service shop is reasonably quick, if lacking attention to detail. Got a bike back that ran worse after adjustments (chain continues to fall off after gear changes). One time I got a "complete tune-up" only to have to use the bikes air pump to fill my own tires. I go back because theyre better than Bike Attack on Main and are closer than Helens, but if you want a higher quality shop, go to Helens.