Sierra West Custom Jewelers — Attraction in Orem

"Sierra West: A great place to be wrongly accused of theft!" This place started off so well but quickly turned pshycotic. As quickly as I can state, I bought a ring there and paid half of my payment at the first setting and then they said I would be charged when I picked it up. When I picked it up they gave me the ring and sent me on my way. It wasn’t until later I realized they didn’t ask for my card so I just assumed that they must have had my card info from my first purchase. A few days later I get a voicemail from Jordan who helped us saying that they forgot to charge me for the ring when I left so I need to come in to do that. I was at work so I wasn’t able to call at that moment. I got home and no more than only five hours after I got my voicemail I get a text message from Tim, the dreadful owner who doesn’t know how to spell, and he says that if he doesn’t hear back before closing which was only two hours later they would contact the police! Let me emphasize very clearly that all this happened BECAUSE OF SIERRA WESTS FAILURE TO MEET THEIR RESPONSIBILITY TO CHARGE ME CORRECTLY. THAT IS NOT MY JOB. Of course I responded quickly but was mortified to learn that he had also texted my fiancé at that same moment about the issue with the price of the ring included which I was trying to keep secret from her. Inexplicable. We then shared heated text messages back and forth with each other for the next few hours and he took zero accountability, never acknowledging that it is not MY responsibility to see that they are following procedure in the billing process. It was such a bitter end for something that was supposed to be a wonderful moment. P.S. Before the official Sierra West account considers responding to this message all defensively, keep in mind I have the text messages on my...

I don’t typically leave negative reviews, but my experience with Sierra West was extremely frustrating and impacted a significant part of the engagement process. I understand mistakes happen, and the main reason for my dissatisfaction was the near zero effort from the company to make things right or offer some sort of apology.

I was given a hard deadline for the completion of my engagement ring, which they assured me they would meet before my flight for an out-of-state proposal trip. Despite confirming with them the week of the trip, the ring was not ready by the promised date. I was offered a temporary ring, which didn’t compare to the one I ordered nor did it end up fitting her at all, and this diminished the special moment, as my fiancée couldn’t show off her ring while we were on the trip.

To make matters worse, once the real ring was finally ready, it was the wrong size—half a size too big. This resulted in additional delays while it was resized, meaning my fiancée couldn’t wear or show the ring to anyone during that time either.

What surprised me most was the lack of accountability from the company. All I got was a casual apology and, “We aren’t sure whose fault this is,” with no attempt to offer compensation or make up for the disappointment. I would have been fine with the situation had they taken responsibility for their mistakes and offered something in return, as I had originally planned on purchasing both our wedding bands from them.

While mistakes happen, the way they were handled left me incredibly...

Edit to add: I am so in love with the second hand ring we found at Sierra-West, our process with staff was so fun and memorable! However with the craftsmanship of the jewelry we needed changed I was less than impressed. For my ring we replaced the center stone and the prongs were not evenly placed around the diamond. Leaving me wonder if my center stone was going to fall out, I ended up taking it somewhere else to get reset. I also had a previous ring I wanted turned into a pendant for a necklace. Sierra-West simply cut off the band leaving the raw edges, and suggested I thread a chain through the bottom part of the ring. And it wasn’t sanded down or even evenly cut! I also ended up taking it to another jeweler to have it properly done. So grateful for the staff and finding my vintage ring through them, however craftsmanship of the actual jewelers was less than ideal.

First photo is Sierra-West work, second picture is finished product from another local jeweler.

Experience at Sierra-West Orem exceeded expectations! Ian helped us moving forward in the most beautiful vintage ring, we had a lot of sentimental parts moving around our vision for the ring and Ian has taken such care to make sure everything is communicated clearly and done as we wished. He stayed after close with us to make sure we knew all our options when making decisions. It was truly such a fun experience! Ian made us laugh, was so genuine and took the...