Shane Co. — Attraction in Roseville

First, I will say my family has been a long time customer at Shane Co. Our families first purchase was in 1990. We love love LOVE Shane Co and have spent collectively over hundreds of thousands of dollars here(happily). We love the quality, warranty, trade-in, and we recommend this store to everyone who needs to buy jewelry.

This was my first time purchasing at the Shane Co in Roseville and I was absolutely disappointed to say the very least... But let me tell you why, Austin I hope you see this and learn from your carelessness.

I called prior to going into the store to place a necklace on hold. Hector I believe was the customer service representative that answered the phone and was there upon my purchase. I went into purchase the Sunday before Halloween. Hector if you are reading this...You are phenomenal. Your etiquette, care, attention to detail, and professionalism is EXACTLY what we rave about to our friends and family. Unfortunately, the sales rep Austin killed our entire experience.

As I said we have been shopping there for many many years. I called and informed Hector I wanted a necklace but I would like to upgrade the chain prior to purchase and alter it. He understood and remembered 4 days after our conversation when we came into the store. Amazing.

He placed us with Austin who turned our 15 minute shopping experience into a little over an hour. First I asked to see a singapore chain which is my favorite Shane Co chain but I would like to see one other and then have it altered to have a jump hoop for the necklace. Austin was BEYOND checked out. He kept talking down to my like I was stupid and kept pushing adjustable chains for me to buy and no matter how many times I told him NO. It's a preference of mine...

15 minutes later he appears to present me 2 ADJUSTABLE CHAINS... I told him I do not want an adjustable chain. I wanted to do a trade in on the chain on the necklace for a singapore chain, but I wanted to compare another and then alter it.

This "EXPERIENCED" sales rep...Rolled his eyes at me then, informed me 1.They do not do pre-purchase trade-ins 2. They do not add jump-hoops to chains, especially singapore chains because of the twist. As calmly as I could I asked, please bring me the two chains and speak to whomever about your trade in policy and then with the shop. It was pointless to defend myself that I WEARING a necklace with the same things I was asking, from Shane Co. I did not even care to argue with him about TIRT's or their shop capabilities.

After a 30 minute wait later he appeared with the chains I asked for. I took all of 2 minutes to pick the chain I wanted.Then I asked him about the trade-in and shop update. HE SAID "I DON'T KNOW I HAVE TO ASK STILL". We were so busy running errands all morning and this was the last thing on our list before lunch. Andrew took his sweet sweet time to write up the trade in and then told me how he was able to make this grand "exception" this ONE time for me and honor the trade in and the shop fabrication along with the rush that I asked for... All this run around, unnecessary wait time, unprofessionalism, lack of knowledge all for a 300$ necklace to give as a gift to a friend.... WOW

Shane Co is always busy because well it's a great damn store with great products, 100%. But I was a lay down customer, knew exactly what I wanted and didn't want to waste their time but Austin had another agenda for my time and apparently my patience.

The necklace was a hit of course but such a sour taste that sales rep left in my mouth. I have to buy some small Christmas presents again for the holiday and I am not looking forward to working with this gentleman ever again. Buyer beware...

Hector, thank you again for all your hard work! My husband enjoyed his pick-up experience with you as well. You are phenomenal and I hope your career prospers to all...

My boyfriend and I went engagement ring shopping here and had a pretty negative experience. We were surprised because both of our families have been buying from Shane Co. for years and have never had an issue. My boyfriend has even bought me a diamond necklace for Christmas from this location before and had a good experience. Due to this, I decided initially I wouldn’t leave a review, but now that it has been a couple weeks I have to say that it has left a lasting effect on our journey to finding my engagement ring and kind of took the magic out of it, made my partner and I feel bad about ourselves… for context we have no idea what we are doing, neither of us have ever been ring shopping like this so we did not know what to expect. We walked in on a week day where it was not super busy. The first lady that came to help us was nice but didn’t really understand what I was looking for so she got a gentleman to come and take over for us. I then told him that I was interested in 2 specific cuts, one of them being an elongated cushion cut. Both he and the lady seemed pretty confused by that request like they did not understand what I meant, even though there are elongated cushions available on their website. He then asked us what other jewelers we have visited, and we made the mistake of telling him the only other jeweler we had gone to so far, also located in Roseville. (Mind you this was also the very first one we visited to look at rings). He then spent like 15 minutes talking badly about the other jeweler saying we would be making a mistake purchasing with them, which i thought was odd but I do understand they are in the business of sales so I thought it was my mistake for naming the jeweler. He then tried to show us the differences between their warranty and Shane co’s warranty but the websites were not pulling up so he couldn’t really prove what he was stating. We let him know we are looking at a lab grown diamonds but also wanted to ask him his opinion on what the pros and cons are of lab vs natural. He got weirdly defensive at the questions my boyfriend was asking regarding pricing differences and I had to tell him that we don’t know what we are really doing so just asking for his expertise not trying to step on anyone’s toes. He would make multiple condescending remarks, one of which he told my boyfriend that I really need to figure out what I want before coming back, because I was interested in looking at 2 different cuts of diamond. I laughed it off but felt just disrespected the entire experience, isn’t the point of ring shopping to help narrow down what I am looking for? It’s not like I was asking to see 5 different cuts if diamond, just two.. we ended the session there and left with no helpful information and just feeling really bad and frustrated. I know that some people can have bad days and that’s what we chalked it up to, but I have to say it had a pretty negative impact on what usually is a happy time, and has made us weary going to other jewelry...

I recently dropped off my husbands wedding band to be engraved. When picking up the ring, they polished all the color off and acted like they were giving us the same Damascus steel ring back. Once I showed pictures of the original ring, I was given the run around about them soaking the ring in a solution but after weeks they were still unable to get the color back. When arriving at the store, I asked if it was possible to use the money that I originally paid for the ring towards another as each ring is advertised as “one of kind” and I didn’t want to replace a ring that is not replaceable. When talking with one of the employees, I asked if I was able to have the damaged ring back for keepsake as it was the ring we were married with and all of our first memories were made with it. I was then accused of “asking for a free ring on top of keeping the old one”. After trying to explain how sentimental the ring was and being accused of trying to “take money from the store”, I was passed to the manager who told me that if I wanted a new ring, I wouldn’t be able to have the old ring due to “inventory”. I told her I would rather keep the ring that the store permanently damaged than get a new ring because of how much it means. Again, the store never really took any responsibility for damaging the ring. They continued to phrase things as “we weren’t happy with how the ring looked”. I was then told I could keep the old ring but would have to pay 50% of the new ring. I thought it was completely unfair to have to pay anything, I trusted this company and have with most of my jewelry only to show up and have something we loved and cherished forever ruined and then having to spend MORE money to right the wrongs of the store/company. I don’t believe I should have to pay anything and thought it was important to let others know how I was treated and how I am weary to do business again with this company. I have been a loyal costumer and am usually always satisfied but this time I am simply disappointed. The icing on the cake was once we were leaving we were handed a business card and asked to write a...