Sarah O. Jewelry — Attraction in Denver

I want to start off by saying that the actual products received from Sarah O through the experiences I’m about to expand upon have been beautiful and high quality. Over the span of the last year and a half, between my fiance and I, we have purchased three individual rings from Sarah O (specifically, this location - Tennyson). We love the final product but the path to get the final product has been anxiety inducing and stressful from the first ring (engagement ring) on forward. We were hoping it was just a fluke the first time but we have seen a trend over the three purchases that I cannot sit quiet about. This is a long winded post but I think it’s important to share. I’ll try to keep this short and sweet, but I think it’s fair to let other brides know what they’re getting into.

We started in Spring 2022 shopping for my engagement ring. I have been a long time fan of Sarah O’s designs and could not have imagined any other ring but the Monroe to sit on my finger for the rest of my life. We set an appointment, chose the ring, and placed the order. The experience in store was phenomenal, but right after the first purchase, things began to turn. My fiance did split payment - 50% deposit and 50% upon picking up. First payment...no issue, but when he went to pick up the ring, they tried to charge him an additional $1,500. My fiance had to wait for an hour at the store while employees were shuffling about trying to figure out how the payment was skewed. He even had to leave and come back a separate time to finally get a resolution (and finally, pick up the ring, which was later than he was planning).

The second instance was when I personally went to go pick out his wedding band. The store was under reno at the time and was crammed and chaotic and our appointment started about 20 minutes late. We picked out the band, but he wanted to think about it for the night, and the sales rep emailed me later that night with the specs of the rings he liked. I placed the order online that night, and was told 6-8 weeks.

8 weeks go by, haven’t heard anything. I personally reach out to the store and ask the ETA on a monday. The reply was - , “oh it will be here Sunday at the latest, we’ll send you an email then”. Phew. Okay. All is well, right? I get an automated email on that Friday saying - “Your ring will be ready for shipment in 6-8 weeks” (first of all, i’m picking it up at store? Shipment is very misleading). Panic set in. My wedding was in 4 weeks, I was praying it was a joke.. I email them, they say “let me check in on this”. I dont hear back for a day or two, when they finally say “oh nvm all is well, ring is ready for pick up”. All of that stress for nothing.

Alright. Two strikes. One last opportunity to not entirely tank the experience. Well - my fiance placed my order for my wedding band and had them hold onto it until the wedding got closer. He kept in touch with them every 2 weeks to ensure that they still had it (to each, they replied - ‘yep it’s here, we’ll keep it safe!”). So, 5 days before our wedding, my fiance goes to the store to pick it up. They were in the back of the store for what seemed like ages until they came out to say that they couldn’t find the ring. At this point, we are so incredibly over this entire experience. He spoke to who seemed to be a manager (who was phenomenal- we didn't’ catch her name, but blonde hair with glasses). Turns out it was sitting in the safe the entire time.

Again - the rings are absolutely beautiful, great quality and timeless designs, and the employees (between managers and those on the sales floor) have been GREAT, but by god - the communication is horrible. We were so hopeful the following experience would be better than the last and were let down 3 of 3 times. I am heavily disappointed in all of the lapses of communication that caused us hours and days of unnecessary stress and time wasted.

As all brides know - weddings are stressful enough to plan and manage - but throw in issues with rings? The process should be easy, and stress free. We’re already dealing...

Alright so I typically don’t write reviews on Google but this was one of the more shocking interactions I’ve experienced at a retail store. My Fiance and I have heard so many wonderful things about Sara O jewelry in the highlands. We are in our early 30s and many friends who’ve gotten married recommended that we check it out for our wedding bands. We are obviously very excited about the upcoming wedding in October so on a nice Sunday afternoon went to Sara Os. As you walk in it’s a really nice establishment, we took a look around the room, then an employee by the name of ‘Julissa’ shouted a bit abruptly at us to “help” us figure out what to do. My fiance then began to explain how I purchased her an eternity band (we love it, but it’s not super comfortable and doesn’t quite fit well with the solitaire engagement ring I proposed to her with) and essentially we just wanted to browse other options in the store. She immediately said how she couldn’t do any work to the band we already purchased (completely understandable, and that’s not what we were asking her to do) and again, we are there to browse rings and likely purchase one if it was the perfect fit and look.

Julissa was extremely rude the entire experience, she started off by reluctantly showing us the showroom and interjecting the fact that we apparently “interrupted an email she was trying to send”. Already feeling unwelcomed, we tried to nicely describe how the current band didn’t fit well with the engagement ring, asked for her suggestion considering she works at the shop and likely gets a lot of questions like this. She proceeded to show us options that obviously weren’t going to work well and I asked her to see the rings with space for the engagement band’s diamond. My fiance asked her questions about ring styles and she rudely mocked us for not having the proper terminology. It was extremely off putting, and there was another young girl who worked in the store who was in the room watching the entire experience who you could tell was feeling awkward by what was transpiring.

We tried to just be extremely kind and brush it off and when it became too much and my fiance kindly asked “if everything was okay” to Julissa. She responded “you all just came into the store kinda fast paced”…..(still not sure what this means and I consider myself a pretty self aware person… maybe she was put off my our excitement to get married soon?) At that point I calmly responded “I don’t understand what you mean by that but maybe we are just excited to be here wedding band ring shopping for the wedding we have soon..”

Ultimately, we were not feeling good at all about the entire experience and walked out super disappointed.. my fiance proceeded to cry in the car after essentially in shock by how rude Julissa was to us. You can tell the store is super nice, they have some great options, but this may just have been her worst day because I’ve never experienced a more rude and upsetting individual when actively trying to spend thousands of dollars on wedding jewelry. Hopefully she can figure out whatever she is going through .. I would hope the other staff aren’t anything like this women. We are just going to try other stores or maybe come back when we know she won’t be there. Do better, Julissa.

Ps: we asked about custom jewelry and I swear on my mother she was actively trying to deter us from going through the process with them. We are both in sales and her ability to make you not want to ever do business with their company is insane. I have heard nothing but awesome reviews about Sara O so hopefully you all see this and idk.. have a talk with Julissa or something....

I normally would not leave a review like this but I’ve decided I need to after reading other similar reviews about honesty and customer service. My husband and I purchased my wedding band from Sarah O. in 2020. I absolutely love the band. It’s stunning. I get so many compliments because it matches my vintage ring perfectly. My engagement ring was not purchased from Sarah O. I have been coming in regularly every 3-6 months to get my rings cleaned in store. They have always cleaned both rings, no problem.

Fast forward to January 2025, I come in like I always do to get my rings cleaned and am told, “we can only clean rings that were purchased in store.” I was a little taken a back but asked is this a new policy, etc. and then decided to leave. I emailed customer service and was told “this is a service we still offer. We sincerely apologize that you were told otherwise when you visited our showroom, and we can assure you that you will still be able to come in and have both rings cleaned in the future. There may have been some miscommunication among our in-store team, as we do not perform repairs or detailed cleanings on outside jewelry, but we can certainly still clean your rings in-store.” I thought, okay great! I went in that week and got them cleaned no problem. No questions asked.

Fast forward again to April 2025. I go in to get my rings cleaned again, as I always do, and am told “we cannot clean rings if they are not purchased in store.” I showed the email I received from Sarah O. customer service and they said, “sorry this is our policy.” I’m feeling frustrated and embarrassed because I was told otherwise by their team. I questioned the store a little bit because it’s very frustrating to received different communication and expectations from the same store. They cleaned my band for me only and I left feeling frustrated.

I emailed customer service again asking to clarify the policy and THIS is the reason for writing this review is because of the response I received which is an absolute lie on the storefront behalf. “While we do perform cleanings and inspections on outside jewelry, the pieces need to be in near-perfect condition for us to clean them with an ultrasonic. I was able to connect with our Tennyson team regarding your time in the store, and per their assessment, it would not have been safe to put your ring in an ultrasonic.”

These women in the store never once looked at my rings to determine if they were “in near perfect condition” before turning me away. This comment makes me feel like they’re making it seem like my rings were worn, not taken care of, etc. which is absolutely not the case. There was no “assessment” but the team to determine this. My rings were still on my fingers when they said, “we do not clean rings that were not purchased in our store.”

As someone who takes very good care of their pieces, this was a cop out and gaslighting to a customer to say this about their pieces when the real issue is a communication error from the business who makes it seem like it’s the customers fault. I understand businesses can change their policies but be on the same page about it with your team and do not ever make a claim based on a lie. As someone who has recommended Sarah O. as a female owned, Latina owned ring store to countless numbers of my friends who have made purchases in their store, I will not be sadly not be...