Oh Sara's Gift Cache, you sure do know how to SUCK big-time. There's nothing more frustrating about a business that comes so close to getting everything right, but what they do get wrong is SO wrong that it overrides the postives.
I'll start with the positives so I can get warmed up for my tirade. They buy, sell and promote predominately Alaskan made products. This is great for our local economy and gives the tourists who shop 4th Avenue exactly what they're hoping for- a taste of Alaska. Some of their more high end crafts ($100-300 range) are super-cool. They have some handmade halibut and salmon mosaics made in Homer, AK that are FABULOUS (seriously, I gotta find these someplace else because they are so cool!!! http://cdn1.bigcommerce.com/server3600/c4463/products/668/images/1147/store_photos_007__35780.1339428911.1280.1280.JPG) . On the low end of the scale they have a very novel, very fun product- dehydrated snow. It's a real hoot!
So what do they do wrong? They have some pricey items in the store and everything is too crowded. This is Alaska where people wear fluffy parkas. Customers should be afraid to walk the aisles for fear of having a display come crashing down on them. Second, parking downtown is a nightmare. Not their fault, but it sucks none the less. Also, they don't have enough middle price range gift items. Especially those made in Alaska. And foremost, THIER CUSTOMER SERVICE IS A FLIPPING DISASTER.
From the second you walk in the store you feel as though the vultures are about to pick the flesh from your bones. Leave me the hell alone! I will ask for help if I want it. A courteous welcoming smile is enough. I don't want to feel your breath on my neck while I'm shopping. All I can figure is they have a problem with shop lifters or something because the 3 people who work the store (where 1 or 2 would be enough) are totally obtrusive and obnoxious. Then they make this big deal about wanting to be "helpful" but then when it's time to exercise REAL customer service, they fall completely flat.
Here's a recap of how my experience played out:
I visited Sara's one afternoon and was greated by the vultures at the register with gusto. After repeatedly declining their offers for help, I let them know I was window shopping and would return in a day or two to make my purchases. When I left the store empty-handed, their non-verbal communication made me feel very uncomfortable like I had done something wrong. Regardless, I returned the next day to make my purchases. Their joy was palpable; they remembered me. I let them know I made a special trip and had even paid for parking just to visit their store. When I went to pay for my items with my local debit card, I was told I had not spent the TWENTY FIVE DOLLAR minimum. Who the HELL has a $25 minimum?!? They asked for cash. My response was "are you nuts? This is downtown Anchorage, I don't carry cash. I don't wanna get mugged! I don't EVER carry cash downtown." I reminded them I had made a special trip just to come to their store and they were unapologetic. Well Sara's Gift Cache, you can kiss my non-cash-carrying ass! Seriously you're gonna quibble over a couple bucks?!? Very bad customer service. Everything about they way the staff conducted themselves was just icky. If it had been a 16-year old kid at the counter, I probably could have forgiven them, but these were business women who should have known better.
I hope this place gets their act together or fails miserably. read more