Shane Co. — Attraction in Overland Park

Shane Co is the only jewelry store we will go to! We purchased our wedding rings 10 years ago from Shane Co in Colorado, after an exhaustive search in many stores and chains for what we knew in our hearts would be our forever rings. They had the most unique and beautiful wedding set (engagement ring and matching wedding band). We talked at the time about getting a second band, so there was one on each side of the engagement ring), but decided that would be a great for our 10 year anniversary. Every time walked in a Shane Co store, when we were looking for our rings and in the 10+ years since to have them checked and cleaned, regardless of where we were—we have been to multiple stores in various states because we travel a lot—we have not had anything but friendly, welcoming, and excellent customer service. The location closest to us when we are home is in Overland Park, Kansas (Kansas City area). When we went to see about getting a second band a few months ago the employee helping us did everything possible to meet our request. There was not another wedding set like mine available in any Shane Co store, nor any other jewelry chain they had access to, in the entire US. We knew we had not ever seen the set except where we purchased in Colorado so we were not surprised. Yet, we also knew that if anyone could figure something out it was going to be Shane Co. The customer service person brought out every anniversary band they had in the store to see if something would work, but the ring is so unique nothing matched. They promised to continue researching and get their general manager involved to help (it was a Sunday so they were not in the store at the time). They said they would call us in a few days. We made the 3 hour drive back home, discussed all options we had—let the dream go to have the additional band, trying to find something on our own, having Shane Co or some other company/jeweler make a custom band hoping it would match, etc—and decided to give it a week to hear back from Shane Co and then decide. The very next day I got a call from the Overland Park Shane Co. They had already completed research to verify that the vendor of my wedding set did not have another ring, did not have the mold to make another band, and would not make a mold to create one. My heart sank, and then the customer service person said they did have a company they worked with that could make the mold and band, if I was willing to let Shane Co send it to them. Knowing how unique the wedding set was and there was not another one anywhere made me pretty nervous about sending it off, wondering if it truly would look like the original, the diamonds would be the same quality…I was hesitant to say the least. After a few prayers, we made the drive back to Overland Park and handed my sentimentally-everything-to-me ring over to Shane Co to make our dreams come true. We knew it would be a long process and amount of time to get the ring back. During the entire time Shane Co kept me informed. I could go online and see the status, call the store for specific details, received calls to confirm the specialty company would make the band and provided the estimated cost, which was lower than our budget, let me know the ring was back at the home Shane Co office being inspected, and then the call I had been waiting on that the ring was at the Overland Park store ready for me!! We scheduled a time for our trip and Shane Co scheduled “shop time” so that I could see the new wedding band, and the now 3-piece set before it was saudered together as one piece. I couldn’t have been more happy to see that it was everything we had dreamed of as it was a perfect match and the pieces fit together as if it was all made at the same time!! Many employees at Shane Co were involved in our dream and everyone of them deserve a hug, high-five, and praise from us!! THANK YOU Shane Co!! You have a customer for life and we will tell everyone that YOU are the ONLY jeweler to go to no matter what you are looking for or what your...

I’ve been debating about this review for some time, but ultimately decided I want to share my lackluster experience, and disappointing engagement ring process.

My fiancé decided to come here b/c he’s heard such great things from his friends and family regarding their experience.From what he’s told me, his experience was great. Unfortunately, that would not be the case moving forward.

After getting engaged in early May, my fiancé & I have been back into the store three times.

Our initial visit together (two days after getting engaged) was to ask questions regarding customizations and getting resized. Due to prior investigation, I knew my fiancé had purchased my ring a couple months earlier & we were just barely within his 60 - day warranty. Our rep explained that the customizations I wanted were not possible, but if we wanted we could look at new settings. She said she knew we were close to our warranty date but since we just got engaged, there would be some leeway and time for us to look online and make that decision. Although not happy with the overall experience of our rep we did exactly as suggested.

And a few days later, we did return and decided to move forward with a new setting.

Three main issues occurred at this point, and we were told answers would need to be found out and would be communicated by Tuesday of the following week.

1. my ring was already going to be considered a custom due to size, so my fiancé asked about getting blue sapphires placed in the the new setting.
2. I was interested in a gold decorative crowns - I was told they were only available in white gold regardless of the metal type of the setting. (Later, I’d find gold decorative crown options online. )
3. The new setting was less in price than my current ring, and both my fiancé and I wanted to know how the difference in cost would be addressed.

On Tuesday, May 18, my fiancé received a phone call from the rep who helped us confirming that she spoke to a manager and that he would receive the difference in cost back upon pick up of the new ring when it was ready. But she did not have any answers regarding the blue sapphires, and could not help us with the decorative crown questions but we should ask when someone calls back to confirm the order. Which we should receive within a week.

By Friday, May 28, we had not heard back from anyone confirming the order of my new ring, the blue sapphires or the decorative crown. I decided to call into the store and find out status. At this time, I was told our rep was no longer at the company and none of the questions we had could be found in notes and it was recommended we come in to get everything corrected / squared away. As you can imagine at this point, I’m extremely frustrated.

My fiancé and I returned again on Saturday May 29, and worked with Jess (who I do believe was the best part of this entire experience due to her professionalism and knowledge, so many kudos to her). Due to our experience up to this point, I reiterated my fiancé’s call with our previous Rep about cost difference where I was told (again) that notes were not on record regarding the call, so they would not be able to confirm that he’d receive the difference back.

We were told we’d have to find a use for the difference by the time we’d come in to exchange my current setting for the new one (that was now finally ordered correctly - again, thank you Jess). I asked if we could apply the difference to a stone but was told they could not since we were now out of the warranty but we could look at another setting (which... no thank you as it already took me three weeks to get the setting I wanted ordered) or look at “metal for metal” options.

So, this very long review ends with a disappointed and stressed customer whose overall experience was not great. I was really looking forward to a great experience with my engagement ring, and instead of looking forward to my ring, am stressed out about finding a use for the cost difference before my fiancé just loses out...

UPDATE: So after I posted this review I got an email to contact Shane Co so they could attempt to correct the situation. Well I contacted them several times and I never received a call or email back. I believe the reply they sent was just a virtue signal so other people reading the bad reviews would believe they were fixing the situation. To me this made me dislike them even more. DONT SHOP AT SHANE CO they only want your money and could care less about customer service! I’ve been a faithful customer of Shane since 2007. I have recommended tons of friends and family here because their customer service was unlike any other store I’ve been in. All was great until 2020 when I took my ring in to get cleaned, re-dipped. And checked. While doing so they found a stone loose so they stated they would fix that. I instructed them NOT to polish the inside band of the ring and to leave it as two rings soldered together. Most like to cut the band so it’s only one rind wide underneath. Long story short they polished the inside of my ring which whipped off the designer mark and they cut the shank to make it one ring wide. When they did this they used 14kt gold and NOT 18kt gold which is what my ring is. I was extremely upset but I was respectful knowing accidents happen. The sweet girl I spoke to apologized and asked if I wanted the designer mark placed back into the ring which I replied yes. Little did I know they could not do that. Needless to say I got the ring back and someone from Shane’s co attempted to freehand engrave “NELSON CALLA” inside my ring. I was flabbergasted at what they did to my beautiful ring. The inside of my ring was completely ruined. I was so upset I spoke to the manager. In almost 15 years I never had a problem and now I was scared to leave my ring again. The manager who was very understanding promised it would not happen again and they would fix the ring. Unfortunately the designer mark inside the ring was gone for good but I could deal with that. The manager made me feel like Shane co genuinely cared about me and my ring. The manager also offered me their employee discount on my never jewelry purchase as a token of apology. Of course I agreed that was fate for my troubles but I told them I was not ready to buy something so expensive. The manager assured me that the discount was there whenever I could purchase the jewelry. Fat forward past Covid to mid 2023. After financially recovering after Covid I went into Shane co to purchase a ring I was saving for only to be told that the manager that promised me that was no longer working there. I showed the employee the emails I received from the manager of Shane co stating I was being given the employee discount when I was ready to use it. The employee stated that was over two years ago so they would not honor it. I told the employee I was told I could use it when I was ready and I wasn’t given a time limit. The employee asked me to send her all our emails which I did. Only to be told sorry but Shane Co does not do that and I would not get employee pricing. To me this was NOT good customer service. This seriously disappointed me and I won’t ever buy another item from...