Category: | Bicycle Store |
Address: | 11634 Plaza America Dr, Reston, VA 20190, USA |
Phone: | +1 703-464-5917 |
Site: | performancebike.com |
Rating: | 3.2 |
Working: | 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–6PM |
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Simon Storm
I visited Performance Bicycle a little over a week ago to get a tune up and safety check on two bikes that I bought on Craigslist. I still cannot get over what a horrible customer experience I had. I called ahead and asked if I could bring in the bikes and drop them off. I was told to come on over. When I arrived there were about five customers and three employees. I stood and waited for 20 minutes while the store cleared out and at no point did any of the three employees even acknowledge my presence in the store. I am guessing it was because I had an older bike and not one of these $1000+ performance bikes that everyone else had. There was an older gentleman working on one of the bikes the entire time I was there while a second employee in the repair shop occasionally helped a person in the line. However, when it was my turn the employee started putting tools away and then leisurely leaned on the counter and chatted with the customer that already had the other person helping them. I was absolutely blown away that no one in the store even considered asking if I needed help. I simply wanted to know the price of a tune-up and then drop my bike off with them, so I could have been in and out. I will never know as after standing there for half an hour and still not even getting a "we will be with your in a few minutes", I walked out. I ended up watching YouTube videos on how to do the work myself and bought the necessary cleaners and lubricants on Amazon. I highly recommend that if you need work done on your bike you go somewhere else or just do it yourself.
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A Private User
Dont know about all the negative reports for the Reston Performance. Ive been shopping there for the past couple of years, plus bought my road bike there in 2000. Customer service has been excellent. I walk in front door and always am greeted. If Im milling around the store a staffer always comes up and asks me if I need help. Good advice received on bike technical stuff or product feedback. Returns are easy, you can return everything. Exchanges no problem. Took bike class there in February, John the Lead Mechanic was great, best cycling mini-course Ive taken (it was free too). John is always very helpful, if I even walk by the service area John always asks if I need any help with anything. Bobby, Doug and other staffers are always friendly. And no problems price matching. Like I said, dont know about peoples negative experiences here....maybe Performance suffers from the "Walmart syndrome" because they are not an independent local bike shop (LBS). People may want to hate them for this reason. As someone whose lived in Reston for 30 years, my fellow residents are also guilty of a sense of entitlement because "they live in Reston"...expecting a service level beyond exceptional! If you want attitudes and poor customer service, go to the LBS located at Reston Town Center! Went in there to ask service department about my carbon fork, guy looked up and said, "did you want something"? Nope, I thought I would just come in and hang out at your desk! Wasnt greeted by anyone, poor experience. Ill stick to and be loyal to Performance! Nice guys there!!!
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Jeff Wiese
Have purchased 3 bikes there over the years - all consumer grade. Their staff seem not to realize the basic principles of customer-focused service. Sales staff are almost always spotty (a few were good), and sometimes snooty. The service folks - especially the older guy - are downright rude. Maybe this is different if they think you are looking at competition bikes ($$$). The bikes are sold with "lifetime" tune ups. When I took one of the bikes back the rude one said the "tune-up" would cost several hundred; bike wasnt worth it. When I said I wasnt looking for repairs, but just whatever he could do under the tune-up he said that "lifetime" means "what the bike needs" and mine was over. They have some good products there, and are convenient, but Ill be taking my business elsewhere.
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DeeJay Walker
If I could give this place a Zero star rating, I absolutely would. I was there recently and had one of the worst customer experiences ever. I have decided to take this is up with PB corporate in Chapel Hill, NC. The Manager JONATHAN BRANDENBURG (Skinny white guy with a beard) was a peice of sh#* and was extremely rude to me with other customers watching his appalling behaviour. Not sure why they hire and promote individuals as Managers that are not cut out for retail. Go to the Green Lizard in Herndon instead if youre looking for people that are warm & professional. People make all the difference...If youre just looking for a good deal though, PB does offer some great specials both in store and online. But again, several other stores offer the same!
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Greg Marut
Extremely happy with the quality of customer service at this location. I recently bought my first cyclocross and the employees were honest and helpful. When I pointed out that the tires on the bike were not exactly what I was expecting, the manager immediately offered to replace both tires in the form of store credit. Also returned the next day to buy some accessories for the bike. Instead of just trying to make a quick sale, one of the sales reps gave me an honest explanation on why I might want to reconsider buying one specific item -- without the pressure of an up-sale. This quality of service and honest employees is hard to find. Due to my exceptional recent experiences, I will definitely be a repeat customer of this store.
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Kirrill Manicka
Customer service is absolutely wonderful! When we came in to replace our flat tire tube, the mechanic was busy with another customer and said we would probably have to wait until a few days or weeks later to get it fixed. We were very disappointed and prepared to go home. All of a sudden, and employee pops up and asks what the problem was. We told him our story, and he was able to help immediately. He showed us how to replace a a tire tube. We saved about $40 because instead of having to pay for the mechanic, he showed us how to do it ourselves and sold us the tube for $10! Excellent customer service, everyone is always happy to help. Loved the service, and I will continue to shop there for Bike Related goods until I move.
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Kevin Witt
This Performance Bike location is one of the Best in the large chain in the DC area. Not only is the staff friendly and helpful but they go out of their way to assist with anything you could need. They add a very friendly and personal touch that makes you feel like you are walking into a local neighborhood bike shop. I have purchased at least 7 bikes from this location and have recommended it to several friends. The selection of bikes is excellent and the staff is great at getting you on the right bike at a great price. You can even get higher end bikes via the Red Phone and Its a great place to stop in just prior to race day for nutritionals or when in need of a new bike or some quick mechanical work.
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A Private User
I went to buy training wheels June 27/2010 Sunday late afternoon. No sales person in the shop seem to care at all. I waited 10 minutes if a sales person can help me regarding training wheels questions, but, instead helping me out the sales person try to avoid me and ignored me. After waiting 15 minutes or so finally i had to bother a sales person and asked if he can at least let me know where do they have the training wheels in the store? The employee pointed to the location. Very rude staff. Very Unfriendly Staff and Service. I wasted my 15 to 20 minutes valuable time there. I am 100% sure i aint going back to Whiele Ave. store anymore. (: