Staghead Designs — Local services in Ogden

Tl;dr -- terrible customer service & communication, extremely delayed services, shipped our first $1,500+ order to the WRONG ADDRESS, second $3k ring later delivered faulty, and we were gaslit when we complained. Genuinely confused how they have so many high reviews. Long version -- I found Staghead on Instagram about a year ago, and fell in love with their designs & unique vibes. I quickly decided their "Demeter" ring design was going to be my future engagement ring. Last summer, I ordered rings for my now fiancé -- both an engagement band and a wedding band. The initial process for that was fine and wonderful, no issues. Through email Staghead helped me order the rings with the necessary adjustments, and all was well. Then, in August, I got the email notification they had shipped!! I was so excited. The morning they were set to arrive I went to check the tracking one last time, and I noticed something I hadn't before: the rings were shipping to the wrong address. I went back and checked my original order confirmation email, and confirmed that I had input the address correctly -- they apparently changed it at some point when shipping. (Note: the street address was correct, but the apartment number had been changed). I reached out to Staghead immediately, and they did not even apologize, said it was out of their hands, and told me to contact my apartment complex for help. Cue a very stressful, crazy day of running around trying to find a fix myself. Thankfully I was able to get in contact with the residents of the apartment number on the package, and they worked with me to give me the box when it finally arrived. The rings were beautiful, I thought all would be well. Then, that fall, my fiancé ordered my engagement ring & wedding band. His primary complaint in the early stages was how slow they were at responding to his emails, so it took him awhile to finally get the customized order placed. He also made a point of asking them to make sure they mailed the rings to the correct address this time. Next issue: they took 5 weeks longer than the listed time (technically "10+ weeks," they took 15 weeks). And, all the while continued to be limited in communication. My fiancé had to email asking for updates when they still failed to share any, and then wait almost a week for them to respond. Okay, so the ring finally arrived (to the correct address this time thankfully!). He pulled it out of the box, and it was the wrong colors. He chose purple sapphires as the accent stones (and purple stones were pictured in the CAD file he received!), and the ones on my ring are clearly royal blue, not even slightly purple. But he was so desperate to propose at this point that he decided the ring is still beautiful, so be it. He proposed, it was joyous and magical, etc, etc. Two months later, my center stone becomes loose. I am BAFFLED. I take incredible care of my ring (I even have one of those Pixie Wing Ring Keeper necklaces & keep it in a box at other times), so how is the stone spontaneously loose a month later? My fiancé emails Staghead, they respond back and actually fully gaslight him saying that it is normal for some people that their stones become loose even after just two months, and if we mail the ring back they'll tighten the prongs for free this time, but in the future they'll charge us. I say no way, at this point I've seen too many red flags. And, sure enough, when we take my ring into a reputable local jeweler, they confirm that the center stone is loose because it is improperly set. They reset the stone for us (for a very affordable rate!) & I could instantly tell the difference, visually, even as someone who knows nothing about jewelry work. So, the story ends here. We are done doing business with Staghead, obviously. Again, I am honestly baffled at how highly reviewed they are, I guess when they make such beautiful designs in an otherwise largely traditional market, people...

Where to start with my review of my ring and my experience with Staghead?

The experience of purchasing a custom ring was thoroughly confusing. I wanted to purchase a domed black zirconium ring with a wooden sleeve and a sandblasted finush. On their website, there was options of this ring, but not with the specific wood I wanted, and the finish. I reached out to customer service (which they send an automatic email that you need to respond to in order to actually get a response from someone) and they provided me instructions.

After getting the instructions on how to do this (which by the way, the communication I recieved was unclear, i.e. there is no list of woods available for the interior sleeve, which all other companies I enquired with had), and selecting what I wanted, I added everything to the cart and paid for my order.

I reached out about the specific orientation of the wood, as the walnut wood I selected looked very different in every photo and it was communicated to me that the orientation and the look of the wood would be taken into account.

After all this, I was eagerly awaiting my ring.

Issues with shipping arose, which is not their fault. According to the USPS website, my ring has been stuck in the same location since May 29th. When I had enquired on June 10th about my ring, because according to the USPS website, this package would be considered lost, I recieved a response that they would look into it.

Coincidentally, my package was attempted to be delivered that day while I was away. I was able to pick it up a few days later once I returned home (I had to pay duties and customs on, which was not my experience from another jeweler from the USA for my partner's ring, which was also more expensive). Nobody ever responded to my email, so it feels like I must have been forgotten about.

Getting my ring, I was extremely excited to see what I would be wearing. Cue the continuation of my disappointment with Staghead.

The unboxing experience was a lot, almost overdone. Not a bad thing because this is something folks are excited about, but box upon box with advertisements and their logo plastered on everything.

The ring itself, flop. The weight of a ring (a 6mm 11.25 band, so not a tiny ring) is very light, so light that you question the material and would say this is akin to a ring you could order online from a Chinese dropshipper and pay 1/1000th of the price. Next up was the wooden sleeve, which was in the opposite orientation that I wanted (i.e. stripped wood, which is not my vibe). The sleeve is also not be entire inside of the ring, there is silver metal that wraps around, so only 80% of it is actual wood. These metal bands you can see through the outside of the ring because of how thin it is. The sandblast finish does not look like any of the photos on the website. Additionally, it has several imperfections. Now I understand the snadbalst finish isn't perfect, but there are several stains on the ring, essentially if you touched the ring with wet or oily hands, but it never goes away. There a several splotches on the ring like this, including one that is 2x2mm (pictured).

Overall, I wish I had never placed an order with Staghead, and will not be using my ring. Refunds are not possible since this is a custom ring. A waste of time,...

Originally, three years ago, I purchased an engagement ring for my now wife, and at that time I would have given a 5 star review. The stone quality was incredible, the setting was flawless, and the communication was excellent. Now I’ll give three stars because the communication is still good and my issues were all fixed in a timely manner.

My wife asked to resize the ring so we got the sizing kit and off it went to get resized. Ring was received, resized, and shipped back within two weeks but it took over six weeks to get back to me because SD couldn’t be bothered to ship it any other way than the slowest, cheapest option.the ring was then delivered to the wrong address, OOPS! After we went and got it from the address it was sent to my wife noticed one of the diamonds was now dark in color, probably due to some sort of polishing compound trapped under the stone. No problem just send it back! And off it goes again.

SD received the ring and I soon get an email it is finished and being sent back, this time being sent priority instead of ground. We get the ring back (at the correct address) and my wife takes one look and realizes this is the completely wrong moss agate and it’s not even close. If you want to know what hers looked like it’s the rose gold Roslyn setting with moss agate. She is rightfully upset and I reach out to SD to get it fixed.

SD got back to us to tell us the jeweler broke the stone and replaced it on their own without following the procedure set in place for that incident. We go through their catalog of stones to find a replacement that she likes and we send the ring back to be fixed again. SD sends me a video of them unboxing a men’s ring after they received my ring. Turns out they sent my return label to another customer who shipped their ring back at the same time. My wife’s ring is now completely lost in the USPS system. Fortunately this was the last thing that went wrong (probably the last thing that could go wrong).

SD was very responsive through this entire ordeal, they fixed every issue that arose, and they did give us a nice discount on another ring to compliment my wife’s. In the end it is resolved and fixed but SD needs to do something about their QC. I don’t know if I would recommend them to anyone else but I also don’t know if I wouldn’t either. Their pieces are amazing and they are great to work with when designing a new ring, but the...