Customer Service After The Fact (or An Update to My Experience At Performance Bike)

I had previously written how poorly my friend and I were treated at Performance Bike. I was so shocked by the behavior of that employee, and I was not afraid to share it.

After writing that post, I tweeted at Performance Bike again. They asked me to email them explaining what happened, and I just sent them the link to that blog post.

Well, they clearly weren’t happy that I put that out there. The next morning, I had an email from the retail marketing coordinator asking if someone could call me to talk to me about what happened. I was fine with that so I emailed back my phone number.

Within about an hour, the district manager called me. His name is Chris, and he was extremely nice and wanted to hear the entire story of what happened. So I spared no details.

Chris explained to me that he has worked for Performance Bike for years and was shocked to hear what happened to me and my friend. He asked for a description of the employee helping us and the date and time we were there.

And finally, he offered me a gift card that would pretty much cover the cost of cycling shoes for me! I was super grateful, but I wanted to make sure my friend could get shoes too. So he split the gift card (and added a little extra) so we would each have over half of the cost of our shoes covered by the gift card!

As soon as I got off the phone with Chris, I called my friend and made sure she didn’t get her shoes already. She was so surprised that Performance Bike was doing something so nice for us!

And last week, I got 2 of these in the mail.

Just as I was about to buy my shoes online (and have them shipped to the store for free), my dad emailed me. He got an email from Performance Bike with a promo code for $20 off of $100. So between the promo code and my gift card, I paid about 1/3 of what I was expecting to pay for both my shoes and cleats!

Unfortunately, the shoes are backordered for about a month, so I’ll have to continue to rent shoes at SoulCycle for a while. But I’m super excited to have my own cycling shoes very soon!

Thank you again to Performance Bike and Chris for going above and beyond to make sure that they didn’t lose me, my friend, or my dad as customers. It was not expected at all, but much appreciated!

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