Performance Bicycle

Wow. What a horrible day.
I bought a bike for my wife’s birthday. Not anything fancy or expensive — my wife just liked the way it looked, and the idea of riding it around the neighborhood made her happy. We’d looked around in local bike shops. The style she liked best wasn’t available in stores so we ordered it online.
It came in, we assembled the bike and there was an issue with the dérailleur. We called Pacific Cycle, who shipped the bike to is and they directed us to contact a local Schwinn dealer, and that they would reimburse us for any labor and provide the parts necessary to remedy the problem.
We searched for Schwinn dealers and called Performance Bicycle. She explained the situation and were instructed over the phone by Corey at Performance Bicycle to bring the bike in — that it may be a small adjustment that could be made on the spot or it might take a couple of days. He also said that they might recommend one of the tune up packages and made a point of telling her that while Schwinn makes cheap bikes like hers, they carry the more expensive ones.
We took the bike in and met Corey who looked over the bike, yanked the handlebars 90 degrees out of alignment along with the body language you’d expect from a young and over confident repair tech who is under experienced in dealing with people and has an axe to grind about buying bikes online. (Neither the handle bars or seat were properly adjusted yet, as I had discovered the problem when I tested the gears and my wife hadn’t been able to ride it yet.)
He said it did need the full tune up. We called Pacific Cycle who were again very helpful and verified that they would pay Performance Bicycle for the full tune up. While my wife was on the phone with Pacific Cycle, Corey looked at me and said, «when she gets off the phone I’ll tell you the bad news.»
When she got off, Corey said, «we can do this type of service, but you’ll have to leave it here, and it will be the middle of November before we can get to it.» (Note at this point, that Cory is who we had spoken to before we brought the bike in, and that didn’t bothered to mention the month and a half wait when he instructed us to bring the bike. Quite to the contrary, he told us it would be a couple hours or possibly a day or two.)
At this point Corey turned from us and began to work on a another bike as he continued, «…you could take it to another store to see if they could do the work sooner… of course Pacific may only be willing to pay if it’s a Schwinn dealer…» I heard little else of what he was saying as I thought, «I wonder what Schwinn would think of your representation of their brand.» Then that thought quickly vanished when I saw my wife, feeling the full brunt of Corey’s focused and ceaseless condescension, take her broken bike to leave the store. She tried to push the bike with handle bars twisted and had to asked Corey if he’d at least straighten the handlebars back to the way the were when we can in.
As we drove away, she pulled out her phone and called Pacific Cycle to find out how to return it. I told her she didn’t need to work out the details to return her own birthday present. She responded, «I know the stress you’ve been under and don’t want you to worry about it. I know it’s not a fancy bike and I’m just a 40 something mom, but I just wanted it to be fun — something I could and could ride around the neighborhood.» I’ll omit the details of what I was thinking as I drove home with my wife in tears and her birthday bike in the back of our car.

Went in yesterday morning after my helmet broke. I was inquiring about the helmet company’s warranty program. The guy at PB replaced it with no questions asked! Love a place that stands behind their products!

Walked in several times, RUDE sales staff was in the middle of helping me and left to never come back, money in hand knew what I wanted and felt like I was a bother.

I came here because RBM wouldnt give me the time of day when my wife & I took our daughter in for a new bike.
Needless to say they were very helpful, let me daughter test drive the bike (which I thought was just SOP for bikes shops), very little pressure to buy the bike and they answered a lot of what they probably thought was dumb questions.
They also offered to adjust the bike as she grew into it and overall seemed to care about our experience and our daughters contemplations surrounding the colors of the bikes.
We walked out w a very nice ($ 300+) Fuji bike which she continues to enjoy to this day.
They will have us as a customer for a long time!
Thanks!

I have been doing business with these guys for a while now. Very helpful knowledgeable staff. The don’t talk down to you like other bike shops I’ve been to the meet you where you are at any skill level! I will be a customer for a long while!

Always a laid back, casual atmosphere. There’s no pressure from the sales staff. They’re very knowledgeable about their product. but they will leave you alone if you just want to browse. the manager Scott runs a great shop

One way to rate a company is by their «service after the sale.» In my case, I didn’t purchase my bike from Performance. Rather, I purchased a second-​hand Mountain Bike (one I’d diligently searched for) on eBay. The seller had listed the bike as «pick-​up only.» Prior to purchase, I contacted the seller and asked if he knew of any good bike shops that might ship the bike. He suggested I contact Performance. I made the call with no expectations. Manager Scott Gates took my call. To my surprise, Scott put my mind at ease as he told me they’d be able to disassemble the bike and ship it to me in Stamford, Connecticut. He was up front with pricing (estimated, very reasonable and the price I paid) and a rough shipping date — and he was most personable. Performance’s communication was great, right down to providing a tracking number and advising the date the bike shipped, (email from Scott). The bike was well packaged and arrived on time. My experience as a «non customer» was stellar, and a measure of what great customer service can and should be. Scott and Performance get an easy 5-​STARS for their magnificent customer service. Joe Mayone

I went to this store because the Plano location takes very good care of me. They are very patient and went ‘out of their way’ to give me a substantial discount one day. To me, that is great customer service and how you get a lifetime customer. However, the Dallas (Midway) location did a great job of treating me in a way that I will never return.
I will not be returning to this location due to the condescending nature of the store manager Scott Gates. I went to check out and he was very nice until I asked if he needed to see my first responder I.D. to honor a fire/​police discount, such as the store in Plano did.
Just to clarify, I am not one to ask for discounts. I just happen to be wearing a fire dept shirt and the Plano store member asked if I worked for that city. I responded, «Yes!» He said, «Oh, well thank you for your service and let me see what I can do to show my appreciation.» He had the manager at the Plano location get me a nice discount!
Back to this «Midway» location. All I asked was,“Do you need to see my Fire dept I.D. And he said,“No we only do discounts for active military.” I said,“Oh, okay. Just asking because they gave me one in Plano. He responded –in an irritated tone-​, «Well, I need to call over there because they are not allowed to do that per company policy. And I am not going to put my job on the line to give a discount I am not supposed to.» So, I just looked down and signed my receipt. And thought to myself, (Wow. So not only did you just insult what I do for a living, but you are going to go out of your way to make sure the other store does not show any appreciation for us first responders. And say it with attitude in your voice?!) I told him, «Well, since you just insulted my career/​embarrassed me, and made feel like putting my life on the line for people is not worth any appreciation, I will just be sure to avoid this location.»
I feel like a nice professional response from Scott should have been, «Oh sir, I am sorry we do not give police/​fire discounts and I apologize if you were led to believe that. My apologies for any confusion that might have caused.» I would have thought nothing of it and happily kept my business there. I am not upset about getting denied a discount, I would actually pay more just to have good customer service and be respected as a human being… But due to his tone and efforts to make sure NO other store shows any appreciation, I feel a little upset and offended.
I am all about supporting the local bike shop, but when you have no respect for me or what I do, then I will take me business elsewhere.
Now, the others in the store were great! Just steer clear of the manager!

Customer service is phenomenal here! The people are friendly and very helpful!!! Dave especially knows a lot about bikes and was willing to help us out with anything!

Went in to get a stages power meter installed before leaving for school (leave tomorrow, got the part in yesterday — knew I was cutting things tight)… BUT I definitely wasn’t expecting them to tell me it would be a 2 MONTH lead time to get my bike back and their completely nonchalance to my situation or when I said I would go to a different bike shop. ⁰⁄₁₀ would recommend.

I definitely prefer these guys to Richardson bike mart, and you can’t get what you need at academy or dicks because the selection and knowledge isn’t there. These guys are knowledgeable but not pushy. Usually good sales too.

(«I could have fixed that for you if you bought it here.») x 3.
Guilt trip galore. They seem to be on a mission to emphasize LBS sales and services.
Brought the girlfriend in to buy her some road cycling gear after finding a nice bike on craigslist. Bought her some clothing, a helmet and some cycling shoes.
While getting fitted for the cycling shoes the store tech kept looking over the bike, pointing out little nuances that he ‘could have fixed if we bought it there’.
Small stuff. Low tire pressure? — «I could have fixed that for you if you bought it here».
Trust me dude. I can pump up a bike tire.
Good selection of stuff. Knowledgeable staff. Needless sales pitches and guilt trips.

Today I had just a few minutes free and ran in the Performance Bicycle store in Dallas near Midway rd and LBJ freeway. Because of a recent hand injury I needed to pick up a pair of ergonomic handlebar grips. I knew exactly what I was looking for but was unfamiliar with the layout of the store and spent quite a while wandering around. No one made any attempt to help me, in fact, I only saw one person working and they were fixing a customer’s bike. Eventually I found the grips I came in for and took them to the register, and waited, and waited. Still no one seemed interested in helping me.
Finally I noticed another man talking with a family who seemed to be searching for a particular bike. The man chatted with them, with his back to me at the counter, then told them he would search his computer for a product they were looking for. I had been there a long time, I couldn’t believe he would just let me stand there with a single purchase and money in my hand. When I asked if I could check out somewhere else in the store he just said I could go up where the bike was being worked on but that guy was busy, too. «We only have two people working here», he said. He couldn’t tell the family «excuse me for just a moment while I ring this customer up, we’re short staffed»?
He basically tells me they (the employees) can’t be bothered with taking money. Outrageous. I walked right out of there and straight down the street to REI, where I knew exactly where the grips were and there were 4 people at the counter ready to ring me up with smiles on their faces. Don’t think I’ll bother with Performance Bikes again…

I was looking for a basket for my new beach cruiser. They didn’t have what I was really looking for but then again no one has had it so nothing personal. They were eager to help out… they greet you and let you know they are there to help. The salesman was also honest that the white basket I was considering looks cheesy compared to the shape of the black basket. They offered to look around and order something for me. It’s a little out of the way but I’d head back when in need for some more parts.

The bf and I just recently got into cycling, and we dropped into Performance to get properly fitted onto our cyclocross bikes. Dave was great, and he only charged us for the time we used (typically 1 hr minimum, but he charged us 30 min). Make sure you wear your gear before heading here for a fitting, because they want to make sure you’re in your typically cycling environment.
Downside is they have less clothing options (fewer sizes than the Plano location), but no big deal. I have never had a complaint coming here.

I’ve been in this location twice and was disappointed both times. Both visits I’ve been greeted pleasantly when I walked in the door and ignored until I’m walking out with them thanking me for visiting. It would be different if the store were busy but it was almost empty both times I visited.
I want to support my LBS but not here anymore. When I can get tire tools, tubes, etc… so much cheaper at a big box retailer I won’t bother these people any more.

Was shopping for a higher quality bike for my daughter for her birthday. Went to several shops and finally drove to this place from far north Dallas after visiting the Plano location. Tony was the best! Made sure we got the best option for my kiddo and added a personal touch to the experience. Some of the best customer service I have ever had. Well worth it. Prices on bikes was excellent.

Approx 14 months ago, I purchased my first road bike from Performance at the Central Expressway store that closed. Received great service at the store and very patient staff and management. Some of the best Customer Service received or so I thought until my visit this past year to the Midway store in Dallas. The bike I initially purchased didn’t work out well for me and this store allowed me to return it after riding it at no additional cost or monies lost and I returned it over a year later! In fact, they credited every item I bought (computer, seat, pedals, etc.) in addition to the bike. Impressive is an understatement.
Albeit was a store credit they gave, I still appreciated the policy, the courtesy and the exemplary service. I never expected this and actually, I went to the store to purchase shoes and jjust happened to mention my displeasure with the bike purchased a year earlier. It was one of the managers who willingly let me know about the policy. I have been a consumer of goods and shopped at many stores in my lifetime and never received this kind of service with a smile, positive demeanor, and sincere efforts from the staff and management, especially when returning an item.
Performance Bicycle is a company of its word and blazes a path for other retailers and competitors to follow…“no questions asked, no hassles, if the customer isn’t satisfied irrespective of the reason, simply return the item.” Wow! To receive sympathetic and courteous staff to handle the return, to aid you professionally with your purchases, to offer unsolicited professional tips and training, to answer all of your questions patiently is worth far more than the dollars spent on the most expensive bikes they sell. Priceless service!
If I were new to purchasing any kind of bicycle, I’d swiftly locate a Performance Bike Store or shop online. The trust, the quality and professional care they give to customers cannot be beat! Thank you Scott, Brian, Chris and all the staff who took the time to wait on me and my bicycle that I purchased at a competitor. I’ll be back soon with brownies! You can bet that if I need another bike in the future, I won’t even think about going elsewhere.
Linda Brown

My wife and I had a good experience. We shopped for a bike for our daughter before Christmas. Sales staff was very helpful. Bought a bike and kept it up there for hide away for almost three weeks for free. Needless to say this allowed for a wonderful surprise on Christmas.
We also had them add accessories to the bike while in hide a way without any problems.
I have been in there a few times and it sometimes they are busy and you have to wait before you can talk to someone if you need assistance.