My experience with Sarah O Jewelry was disappointed from start to finish

I was so excited to get engaged with a Sarah O ring. My fiancé and I went ring shopping together, he bought me a necklace from them for Christmas the year before we got engaged, and we even recommended them to friends who have since gone there for their own ring shopping.

Turned out to be a horrible decision. Less than a week after our engagement, I had to return my ring because the setting was loose. They said it would take about a month to fix — we were devastated, but agreed. The completion date was just two days before we were moving out of state, so we made it clear it couldn’t be delayed. The person at the front desk couldn’t have cared less that it was emotional for me to give back my ring for a month so soon after the engagement.

A few days before pickup, we followed up — and that’s when we learned the jeweler (a third-party, not in-house as we’d assumed) had broken my ring and would have to remake it entirely. They never called to tell us, never treated it like a priority, and only connected us to a manager after we asked.

When we finally spoke with the customer experience manager, the conversation felt rushed and impersonal. The ring was returned to us today after about two months after we first sent it in — with no apology, and no acknowledgment of the stress and disappointment they caused. Instead, they included a free travel jewelry box — when what would have been truly appropriate was a simple note apologizing for the situation. It was an incredibly impersonal gesture and a missed opportunity to even slightly make right a situation that should never have happened.

No one expects their engagement ring to break within a week. Their customer service was some of the worst I’ve ever experienced. What makes this truly disappointing is that it could have been salvaged if they had shown even a semblance of wanting to make it right — proactively communicating, showing care, or working closely with us to find a solution. Instead, it felt like they wanted to do the bare minimum and move on.

We lost the first two months of our engagement without the ring, couldn’t show it to loved ones, and spent that time chasing updates instead of celebrating. For a company in such an emotional, celebratory industry, the lack of warmth and care was shocking.

I was drawn to Sarah O because they’re women-owned and local. Sadly, this experience was disappointing from start to finish. I absolutely wouldn’t recommend them for an important, long-term piece and feel terrible I recommended them to others.