FAR NORTH TROPHY CACHE INC

I dropped the cups off with them in mid December and was told that the cost would depend on how long it took the machine to make the engraving and that they wouldn't know until they ran a test (one that didn't require actual engraving). The owner (Jim) struggled to work with the program on his computer and showed significant trouble locating the emails or files associated with them. Eventually he found the first draft of the image I had sent them in July. We both recognized that it was not the current image we were working with and I told him to recheck his email files for the correct image. At that time I resent the image just in case he was unable to locate it. Jim told me he would load the template, run the test, contact me with a proof, and give me a price for the engraving. After patiently waiting almost a week I contacted the company again to inquire about the status of the project. That was when I received a brief email that stated the cups were done and that I was expected to have picked them up by Friday. I was not upset that shop would then be closed over Christmas and any cups intended as gifts were not going to be available. I responded by acknowledging that I hadn't heard from them and assumed that they were likely busy over the holiday season. When I went to pick them up a few days later I discovered that two of the cups were engraved poorly and some key details weren't visible. The design engraved on the cups were the wrong logo and I explained to him that the logo engraved was actually a different company and thus the reason that the logo had changed (it now included Alaska in the company name). His employee was there (possibly the only competent person working for him) and he helped Jim with the program. I left more cups with them and offered to pay for the cups that were engraved (he still had yet to tell me that the cost had been increased to $5/cup instead of the $3.50 I had been quoted). Jim told me that they reworked the design to bring out more detail after seeing that the first cup didn't come out properly. When I noticed that it was two cups that weren't engraved properly I took a picture of the cups and sent it to him asking if the cost of the engraving would reflect the wrong image being engraved or the two that weren't engraved properly. Jim sent me an email IN ALL CAPITAL LETTERS ASKING IF I WANTED TO TO MAKE ANY MORE CHANGES. I wasn't sure if he was trying to yell at me as I hadn't made any changes, I responded from the two emails showing the design I had sent them when I dropped off the cups so he could see that he did in fact have the correct files (they clearly show the date sent and the fact that he replied to me from those exact same emails). Instead of acknowledging his mistake and trying to correct the situation he decided that he would no longer do any of the work for me and that I would have to come get my cups from him. As a small business owner I am always supportive and courteous to other local businesses. Jim was rude in his interactions both in person and online and his business practice is very poor. I reached out and offered a heartfelt apology to our misunderstanding and offered to pay for the work that he had done but he refused to accept payment. I am beyond disappointed because I had intended on continuing business into the future. I sincerely hope that he starts operating in a more professional manner as it seems that he was discriminating against me or my business.

WOW. Can't say I've had much worse service in Fairbanks! Originally chose this company because I prefer to support local business. Went to them 7 WEEKS before I needed project back. Promised it would easily be done by my deadline. To condense what's been a very frustrating experience; they lost my emails, had a "be right back" sign on door twice when I stopped in to inquire-during business hours, didn't hold up to promises to call me back w/in certain amount of time, made promise after promise that my project would be finished in time, and then on day I was told it would be ready for pick up (the day before due date) it wasn't. Had to cancel project since I wouldn't have it when I needed it, so never saw quality of work. Extremely disappointed in this business and will not, nor recommend anyone else, here to be treated the same. I'm not one of those serial complainers who can never be pleased:). I make sure to post more about the positive service I have with businesses in town, than the negative. On the upside, one worker there was trying his best to help with the bind he sensed I was in with someone else not upholding their promises. Unfortunately his hands were tied in the situation. I feel others need to know of my experience here so they can have an informed decision when choosing where to do business. Unfortunate I had this type of encounter. Hope this can help someone else, and the owner, to make many improvements so local businesses can thrive in this town!