Sierra West Custom Jewelers — Local services in Sandy

Sierra West created both mine and my fiancé’s engagement rings, and they were wonderful to work with through that process. That is what the two stars are for. Unfortunately, our experience trying to purchase our wedding bands was extremely disappointing.

We are not from Salt Lake and had one weekend in town for wedding planning. We scheduled an appointment with Cindy, made it clear this was our only available day, and she assured us she would be there to help. Less than 24 hours before our appointment, I reached out to confirm, and only then did she inform me she had a meeting she “forgot about” and would not be there. This left us scrambling with no flexibility, as we had other appointments already scheduled that day. What frustrates me most, is that if I had not reached out, we would have shown up at the store to find it closed.

While mistakes happen and I understanding overbooking or forgetting a meeting, what frustrated me most was the lack of professionalism in handling the situation. The apologies felt insincere and dismissive. Rather than acknowledging the impact of her oversight or making a genuine effort to make things right, I was met with a response of “I am sorry you feel that way”, after expressing my frustration. This left us feeling dismissed rather than valued as customers.

If there had been a sincere effort to correct the mistake, this could have been a very different experience. Unfortunately, it was handled poorly from start to finish. Because of this, I will not be returning to this store and caution future customers...

I am used to working with Susan and Kathy- both of which are very nice and made me feel at ease. This last time when I came in I was helped by a " gentleman " who neither made me feel welcome or at ease. All I wanted was my ring serviced. He seemed unable to locate it on the computer when it had been purchased. Despite Kathy's efforts to assure him the ring was indeed sold to me by Susan he continued to question and search. I've been coming there for several years , and because of me my two daughters also purchased wedding sets there. I understand the line of Mark Silverstone is longer sold there , but it doesn't mean my daughter and I didn't buy a wedding set there when it was available. I feel he could have taken the ring on Kathy's word and researched it later. As it was , I stood there being made to feel very uncomfortable and as if I were just trying to "pull something". He was more interested in locating the sale. ( which, by the way it's not my fault each thing I've done is under a separate thing - or my husband was put in as Bob instead of Robert). Not in helping me feel less than fraud. On the possibility of having him help me again , I doubt I will return to have further rings made, adjusted in the future as I have done in the past. I've also warned...

My fiance and I looked at 3 other places for a wedding ring before we went to Sierra West. The moment we walked in we felt comfortable. We had the pleasure of working with Kendra. She was so great! She was very informative, knowledgeable and patient.

However, the only reason I didn't give them a 5 rating was because it took 6 weeks for them to get our ring back when we were told it would take 3 weeks. I was told there was a couple reasons it took so long. One was that the ring-maker was on vacation (for 2 weeks...). The other reason was that they said the original cast didn't work so they had to ro-do it. Which is fine. Better to have it be perfect than subpar in my mind.

Anyhow, thank goodness we weren't in any rush because the ring took forever! Kendra did say that if we need a loaner ring they would provide us with an exact replica of our ring. Thankfully we didn't need it.

Overall, great experience, would go there again and recommend to anyone. Just remember...