11 July 2002

Performance Inc.
P.O. Box 2741
Chapel Hill, NC 27514


To whom it may concern,

I am writing to express my displeasure in the quality of service from your
company.  On 1 Jun 2002, I faxed in an order for a pair of Rudy Project
Kerosene sunglasses with the prescription inserts and Rx lenses.

I followed up this order with a phone call on the next business day to
confirm the order was received.  I was told that it normally takes 2 weeks
to fill the prescription.  I expected that since I am a Team Performance
member that after the prescription was filled, the order would be shipped
out to me via 2-day upgraded delivery.  I thus should have received my order
by mid-June.
 
After a period of two weeks, I called back to check on my order and was told
that the frames were backordered.  Why wasn't I told this the first time I
called?  I was also told that as a result of the back-order, my sunglasses
would be shipped via USPS ground.

After another week and still having not received my order, I called again
and was told the shipment was shipped out on 21 Jun 2002.  I waited until 1
Jul 2002 and called back again to check on my order.  This time I was told
that it could take up to 10 days for delivery.

I asked to have my address read back to me.  The address was incorrect.  As
a matter of fact, I knew the original address was incorrect and I had
corrected it on the fax order form when I originally sent in the order but
apparently no one bothered to correct it when they entered in the order
information.  With any luck, the postal carrier who also delivered me the
catalogue despite the incorrect address will also deliver the order.  I
corrected the address with customer service and was told they would have
someone check into this and call me back.  I did not receive a callback.

The next day, I called back and was told to wait until next Monday (8 Jul). 
The sunglasses arrived by FedEx on Monday (which leads me to believe the
original order was lost in the mail) but when I opened the box, I discovered
that although the Rx insert was in the shipment, the prescription had not
been filled.  After calling customer service, I was told that the order was
never shipped to the lab to have the lens cut.  I was told I could send the
inserts to the lab myself.  I declined and was told I would have the $50
labour fee refunded.  This in itself is surprising since I placed the order
with the extra $40 high-index lens option which should have brought the
prescription lenses to $90.  It seems the order was entered in wrong in the
first place.  These sunglasses are currently useless to me.  I will have to
take the insert to a local optical lab and have the prescription filled.

It has been over a month and a week since I first placed my order!  With
prescription and everything, this is a $250 pair of sunglasses!  I am going
on an important ride next weekend and was counting on having these
sunglasses.  Because the turnaround time for a local shop is the same as the
lab Performance uses, I won't be able to get the sunglasses in time for the
ride no matter what I do.  Additionally, my Team Performance membership has
bought me nothing since my order was not upgraded during shipping.

On 9 Jul 2002, someone named Crystal called me and left a message to call
her back concerning my order.  I called back on the 11th. but she was
unavailable.  I talked to someone else and was told that my prescription
lenses were ready and I could have the inserts sent back to Performance to
have the lenses installed.  This confused me since the person I had talked
to on the 8th. told me the order was never sent to the lab.  I was also told
that they were not the high-index lenses I originally ordered but the
standard ones.  On top of that, I was told I would be recharged the $50 that
I was refunded earlier.  Considering the amount of hassle involved with the
turnaround and the fact that the order was screwed up, I refused the offer. 
Had I been offered the lenses without being recharged (since they were cut
anyways), maybe I would have reconsidered my opinion of Performance but as
it is I do not wish to pay for something I did not order.

I could have originally given my business to a local optical retailer and
had my sunglasses weeks ago but I bought into your sales pitch of making it
easy to order prescription cycling sunglasses through you (a campaign your
customer support and order people seem to know little about).  I was
obviously mistaken.  As it is, I've been riding without any sunglasses and
it is already too late to order a new pair from someplace else.  I feel that
I gave your company ample time to get my order filled and delivered properly
yet your company has failed.  I am reluctant to ever order or purchase
anything from Performance again and will encourage my friends to never shop
from Performance.


Disappointedly,



Jake Khuon