Based on my experience, initial quality from the factory is ok, but final dealer prep is severely lacking at the Raleigh store. It’s as if there is no basic checklist execution prior to customer delivery.
Took my bike in for a tune up because it hasn’t been ridden for several years and suffered a rough relocation. I was so impressed that their technician didn’t charge me because he found the bike to be in perfect order. Another place may have charged me!! Plus, this place has beginner group rides with no-drop!!! I learned that NC requires tail lights, so I purchased one from them and got a headlight too, and they installed it for free. I’ll keep coming back!
I’m not a big fan of frivolous law suits but if my injuries had been anything more than a sprained wrist with cuts and bruises to my left side, I would have sued Performance Bike and Fuji. It is one thing for a local store of a national franchise to lack good customer service but it’s another thing for a store to endanger their customers due to poor management and incompetent employees.
2 weeks later I went into the Raleigh store to check out the Fuji Absolute line and no one was available to help me understand the differences between the Absolute models and the Performance exclusive 2.0. I went home and called the Chapel Hill store and a very knowledge person explained in detail the differences between the models. Since it was on sale, I ordered the 2.0 with a 17 inch frame since I have always used a 54 cm frames and had it shipped to the Raleigh store. No one offered to fit me to the bike or double check my measurements.
In June, friends of ours purchased 2 Fuji Traverse bikes from the Raleigh store and invited us over to see them. The first thing I noticed was that both the men’s and women’s bikes were both 18” frames. My friend is 6’4” and is wife is 5’5”. Both seats were set very low and after a test ride by me, both front and rear derailleurs were not adjusted properly making most of the gears useless, and the front brake on the men’s bike was not making full contact with the rim. I helped them get the bikes setup as best as possible given the frame size mismatch and adjusted the derailleurs, brakes and filled the tires to the proper inflation level.
I bought my son's bike there and often go for other accessories and have been happy with the customer service and products. I like their loyalty program. Much better than most stores since you get to use points earned in the very next visit.
This is the third Performance Bicycle store I've visited in NC. I absolutely love the staff at my local store in Greensboro, but Javan at this Raleigh store is a joy to interact with. He helped fit me to my bike and gave me more confidence in the bike that I purchased from my local store. He is very knowledgeable about bikes and super friendly. He'll definitely be my go to guy for future purchases and any questions that come up as I become a more experienced rider.
Had a great experience with Mike at the repair shop. Thought I needed a full service, but Mike took care of a minor issue in 2 minutes. I am definitely bringing my bike for servicing in the future and referring friends and family. The way Mike makes a customer feel, shows he really cares about the client. A true asset to this store.
The manager at the Raleigh store seems to be a nice person, but in my opinion is overwhelmed, incompetent and cannot be trusted to hire and manage qualified people. I have been to this store 5-6 times in the last few months and have yet to see anyone over 20 years old. They need some experienced adults at this store.
If you have decided that you must have a Fuji bike, go to the Chapel Hill store. Otherwise check out your local Trek store. They are much more professional and have very competitive offerings.
A few weeks later I purchased an 18 inch Traverse 1.5 disc for my wife since it was on sale with double points back. We went in the next Sunday to pick it up. I took the bike outside to give it a test ride, mounted the bike, took one pedal stroke and went done hard on my left side. Once I collected myself and checked out the injuries, it was apparent that the handle bar stem bolt had not been tightened. I could hold the handlebar and spin the front wheel 360 degrees. Needless to say I went back into the store very upset, actually blew a gasket. Everyone was apologizing and said how sorry they were. They took the bike back into the shop and I saw a teenage girl trying to fix it. I demanded my money back on the Traverse went home got the Absolute and demanded my money back on it as well.
I sent this review directly to Performance and got a lame response from a guy named Brady. They don't care....STAY AWAY FROM PERFORMANCE!
Picked it up 3-4 days later and took it for a quick test ride. When I got the bike home I gave it a detailed inspection. Tire pressure was 40 lbs front and rear for tires that are spec’d at 80-100 lbs. Rear derailleurs were indexed correctly and functional but front derailleurs rubbed on the large and small chain rings making half of the gears useless. The small tag showing the required 3/8 inch spacing between the derailleur and the large chain ring was still there indicating that this adjustment was not checked. None of it a big deal but it made me wonder if anyone had checked this bike out when it was received from the factory and did anyone fit and check out the 18 Traverse inch bikes that my 6’4” friend and his 5’5” wife purchased.
Performance Bicycle is a US Bicycle Store based in Raleigh, North Carolina. Performance Bicycle is located at 6325 Falls of Neuse Rd, Raleigh, NC 27615, USA.
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