Custom Ring Designers — Local services in Provo

Don't waste your time!

My fiancé and I went into Custom Ring Design in hope of creating a wedding band out of his mother's first ring. I though that perhaps since we already had a ring, but we wanted to make some changes to it, that Custom Ring Design would be the best place to go. Boy I was wrong. The first time that we went in, we spoke to Rene. We wanted to know if they could use our old ring and give us a quote. We were told that they could take our yellow gold ring and melt it down to make a custom band that would fit my ring and they would add diamonds to it so that it would match the style of my engagement band.

We returned two days later with the old ring and were told that if I left my engagement band with them that they could make a wax mold to show us exactly what the shape of the wedding band would be and they could give us a more accurate quote then- Rene said at first that it would be $200-$350 but promised a more accurate quote. I reluctantly handed over my engagement ring and was promised that I could get it back the next day. The store closes at 6 PM and Rene promised that he would stay open for us because I had class until 6:15. Good so far.

When we showed up at 6:20 the next day, Rene had no idea who we were. We had to remind him of what he said the previous day, and when he finally remembered, he told us, "You should have called me, I already put your ring in the safe and I can't open it until the morning." I was shocked. Why would you tell someone whose business that you are trying to earn that they should have called to make sure that you were doing your job properly? He promised that he would give me my ring back the next morning. The next day, Rene called my fiancé and said that he couldn't be at the store that morning and offered to drive to meet my fiancé and hand my ring over then. Rene gave my ring back but not the old wedding ring as he wanted to talk to us about the price. Okay, understood.

A few days later, my fiancé and I went in for the last time to discuss price and pick up the ring. Even though Rene promised that he would have a quote ready for us when we got there, he didn't. We sat there while he counted how many diamonds he would need for my band. (16 or 17. I have no idea why he didn't even know the exact number of diamonds that he would need.) He weighed the wax mold and the old ring again and then told us that the price would be about $250 to $300. At this point, my fiancé and I did not really want to hand over a family heirloom to someone who would continue to be so irresponsible as to not even give us an accurate quote, so we declined and asked for the ring back. My fiancé asked if we could take the wax mold too, but Rene said that it would be a $60 cost. Never mind then. We asked for the ring back again and then Rene clarified, it would be $60 cost anyways because he made us a mold and he assumed that we would be doing business with him. Excuse me? We never agreed to anything. We didn't sign a thing, we didn't give the impression that we were 100% set on doing business with him. All we wanted was a quote. One that we assumed would be free because he didn't say otherwise. Also, he never gave us an accurate quote in the first place! He tried to press us for the money but we argued against it and his shady business dealings. Since there were other customers in the store, he didn't put up much of a fight after a couple of protests- probably in hopes of keeping their business. I hope they run. I hope everyone runs. Hidden fees, shady dealings, broken promises, and telling us that we should have made sure that he does his job properly? ...

If I could give them a negative star, I would. They were unresponsive. We took a ring in to be repaired, and get a new stone 2 weeks before Christmas. We called several times, and were never given a straight answer. They thought it might be in California, but weren't sure. Never called us back, we called them every time. Literally for 4 week I thought they had lost my wedding ring.

We finally got the okay, they had it and it was done when we called last week. No one called us to indicate it was done, even though they were 4 weeks past the promised delivery date, and when I went in to pick it up, the owner essentially called me a liar, told me I didn't have to leave it if I was unhappy with the delivery being late (not sure how I had a choice since when we called we were told they didn't know for sure where it was), and first said he had 15 people out due to covid, and if I couldn't understand the longer time, then that was my fault. Firstly, I would have totally understood if that had ever been communicated to us, or if anyone had ever even tried to communicate with us outside of us calling every week and a half or so. Secondly, he then changed his tune when I indicated that no one had ever given us a straight answer or indicated what was goin on, and I had been concerned that they had lost my ring. I realize it wasn't as valuable maybe as some of the rings they normally do, but to me it was my first wedding ring, that I was having reset with my first child's birthstone after 10 years and multiple IVF attempts to get pregnant, so it is of great value to me. He then told me that there are only ever 2 of them there, and no one would have ever told me that they were unsure of where my ring was. Yet they did multiple times. And how can he have 15 out for covid at different times, and yet have only 2 always? Two conflicting statements.

He yelled at me, and essentially tried to make me feel stupid and insignificant for several minutes. I actually stopped responding halfway through because it did no good, he just kept telling me that I couldn't possibly have been right or had any of that experience, and gave me back my ring, I paid for it and left. He didn't give it to me in a bag, or anything (we took it in in a bag), just wrapped in a small corner of a paper towel. He was rude, completely unprofessional, and his customer service was horrible. I have done customer service many times, and if I treated people that way, I wouldn't have any customers. It was a horrible experience, and I would never return, and will tell everyone who asks never to go there. Never once did he apologize for it being longer, or even speaking to me like that, and I certainly don't expect to ever get one, either. Don't even...

Let me start by saying that the guys at Custom Ring Design do great work, especially custom, but their business needs a little work. My husband bought my ring from this shop a little over a year ago and the process, ring, and price were all great. However, I wish I knew it would be a pain in the neck to maintain the warranty. I only live about 45 minutes away from Provo, but they're not open outside of normal business hours (which makes it harder when you're no longer a student) and on Saturdays, they're only open for a short amount of time. I showed up today to get a stone replaced, but they apparently had changed their hours (which are still not updated online). While coming in every 6 months is annoying, I was willing to do it to make sure my ring was looking good and that the warranty was in tact. I've never had any problems with stones coming out until the last time I went in for my 6 month check up, then a stone fell out a week later. Not sure if they checked the prongs or not, as I'm pretty good about taking off my ring during anything that could damage it. Additionally, it makes me really nervous to take my ring in to be cleaned or for the 6 month check up because each time I go in, there's no log of the rings they have. Having worked at a jewelry store myself, I would think that they would have something that logs the rings that come in or out, but nope. Literally someone could walk in and say they dropped off a ring and they'd give one to you. Not to mention, when the ring is done being cleaned, it sits in a pile of rings near the front door. Not very well organized, I've been worried mine would be misplaced. It makes me nervous when I drop it off because I have no proof of the drop off or the ring condition, should something happen to it. The guys seem really trustworthy, but it always makes me nervous. Another thing to think about is that if you leave Provo, you'll have to mail them your ring, which I've never felt very good about, especially with the lack of record of the rings they're cleaning. Last thing I'll say is that the "warranty" is also just a business card they have you bring in. No record of you, your rings, the stones that were in your ring, or if you've brought your ring in recently. Like I said, love the work they do, but it may be better to upkeep elsewhere. These are just some things I would've liked to know prior to purchase, so you at least know what you're getting into.

I also will add that my husband put in the order in time for the proposal, but they made it in yellow instead of white gold, and did not have the diamond in in time. I think it was an honest mistake, but clearly something needs to be done about...