Performance Bicycle

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Shop your local Mountain View, CA Performance Bike store for a wide selection of bikes, helmets, clothing, nutrition and more. Checkout our free in-store clinics and full service bike repair shop.

Address: 2124 W El Camino Real, Mountain View, CA 94040, USA

Phone: (650) 964-1796

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State: CA

Zip Code: 94040

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Reviews

One of the mechanics is quite nice and has done good work for me, but the rest of the place hasn't impressed me. Whenever I drop by looking for parts or service, I have real trouble catching the attention of the staff. They seem much more focused on selling bikes (and servicing bike they've sold) than helping a walk-in buy small parts or get a wheel trued. But they're the closest bike shop to me, so it's usually the first place I hit when I'm looking for small parts.

But the last time I was there was the last straw. I was looking for a very common 

 7 years ago (21-08-2017)

I will have to say this Performance Bicycle Mountain View location has great customer service. I ordered a SE Lager City Bike from their website and had it delivered to this location. (One of the reason why I shipped it to the store and not home is because not only do they assemble bike professionally, they can also make sure the bike is in pristine condition before releasing it, and as you will see later this paid off immensely!) After two weeks, the order status on the website still hasn't changed and the bike still hasn't been delivered.

So I called the store, and a lady named Cathy at the store picked up the phone. She was very friendly and looked into the situation. Turns out the MFG printed the shipping label but hadn't actually deliver the bike. Cathy called the headquarters customer service and had them call the MFG to find out what happened. It was another week before the MFG released the bike and Cathy kept me up to date throughout it all. She even called her higher up to make sure this was handled while she went on vacation for a couple days.

Finally the bike arrived at the location! And was waiting to be built. The built took a couple of days, after which they told me they found there were some serious scratches on the frame and wheel, probably from shipping. So they voluntarily decided to call the headquarters and had them overnight another one. This time the bike arrived quickly, and the store had it built soon after.

I picked up the bike yesterday and I'm very happy with the whole experience. Even though the bike was delayed, I don't blame the store at all, in fact the did an incredible job providing top class customer service even in the face of a bad situation, I really respect them. Especially Cathy who helped me out throughout everything, though I didn't even meet her fact to face.

The only downside I would urge the company to think about is the fact that my bike was "in transit" for two weeks and none of their systems picked it up. A two week non-delivered order should have rung a bell somewhere in their system or noticed by their employees. But I'm not going to fault this on the store themselves.

Finally, thank you Performance Bicycle! I will definitely come here next time I'm in need of a bike related purchase.

 8 years ago (24-07-2017)

Great shop and very nice customer service. Took in my vintage road bike and they were able to fix up my bottom bracket while I waited.

 7 years ago (22-10-2017)

Michael is a rockstar! Great customer service.

 7 years ago (25-08-2017)

Very  bad service. I bought a bike on Monday, and it broke on Saturday. They told me I got a 90 days warranty, yet they charged me for the gears.

One of the staff is really rude.

 7 years ago (12-08-2017)

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