Shane Co. — Local services in Cupertino

I got my engagement ring there and I am happy with their diamond and stone rings, BUT their pure metal simple design rings are really disappointing and the service was horrible. My husband just wants a simple platinum ring with fine finish and rounded edges so it’s comfortable to touch and wear, it sounds simple but for them, it’s a huge challenge. 1. The sample ring they let you try on was not made by Shane and it was finished by machine, which means the polish and finish were done by a lot fine and precise way, so when we asked to resize the ring, they did a very poor job, basically showed us a completely different ring for the first time. 2. We had to explain so hard what’s wrong with the ring to a staff and even their manager, the trick they used was firstly tried to convince us that they did it manually and there is no way the ring would like and feel exactly like the machine finished one, then they blamed the material and tried to convince us that you should never expect platinum to be the way you expected. Eventually the manager took our ring and put the sample ring with it, so the jeweler can try again to make them similar. The 2nd time when we picked up the ring, it was a lot better, and we took it home then realized that we need to size down a bit. 3. We brought it back for re-size. This time, the ring was so roughly finished with sharp edge and looked like another completely different ring LOL. We tried to explain to the manager and she basically gave up on us and told us, each time there was a different jeweler worked on the ring, you should NOT expect they did the exact same job. She even stopped the staff who was going to send the ring to the second jeweler who did a much better job to help. In general, Shane Co. doesn’t have quality control of their pure metal rings and trick people by showing them one ring from the producer and selling a different one that made in store with manual finish, which is completely different looking and feeling. Their jewelers are not at the same skill level and the company doesn’t care to hire high quality jewelers. The manager set a terrible example to her staffs that instead of trying to satisfy their customers, they just blame the rest of the world mostly their customers. If you need some diamond rings without any finish pattern requirements, this store is ok, but if you want something simple with specific finish, they will be the last...

It has taken me ~1 year to get up the courage to write this review.

My fiancé and I were newly engaged when we chose to stop in at the Shane Co. in Cupertino. I wanted to look at wedding bands and look our diamond for my setting. The diamond that my fiancé proposed with was temporary stone and a family diamond that we'd wanted placed in a necklace setting for me to wear on my wedding day.

We walked around the store for about 10-15 minutes when still no Shane Co. rep had even acknowledged us. I finally found a young woman/employee who was standing behind one of the jewelry cases on her phone. She had very dark hair and harsh black makeup. I introduced myself and explained that we were looking for a round 2-carat diamond for my current setting. We were looking to try on some wedding bands as well. I also told her that I wanted to move our current stone into a necklace. She looked at us and asked where we got my current setting. My fiancé told her that he'd bought it up in Oregon while visiting his family. He told her that he saw the setting and knew it was for me. She responded: "We do not work with any jewelry from outside Shane Co." Then, she walked away.

We walked out of the store after this... our families and we have been Shane Co. customers for many years. And we know that her response is not a Shane Co. policy. This was also the second Shane Co. in the SF Bay Area where we have had a terrible experience - all in one week.

Point is - We are now engaged and planning our wedding. We found a beautiful round 2-carat diamond at another jeweler that I've been wearing for one year. I love it. We've also bought both of our wedding bands from the same jeweler, and they've already set the family stone in a necklace that I'll be wearing on my wedding day. We made no purchases from Shane Co... and will not be visiting...

We started our engagement ring shopping journey at Shane Co. and were so lucky to work with Alice.

Alice is truly the best! She is so kind, honest, and thoughtful. I was having a hard time finding a center stone shape I liked (nothing felt right on me), but Alice helped me discover the elongated cushion, and I totally fell in love with it! We did look at a few other places and I honestly did not have a better experience than I did with Alice! She was so helpful with advice, answering questions, and really gave no pressure and helped me find what worked right with me, my timing, and budget.

I tried on a bunch of rings that I picked, and didn’t love any of them at first, which was kind of discouraging. She was so patient and supportive in helping me find something I liked and didn't rush me, as I tried on so many rings. Alice kept working with me, pulling more options, and magically helped me find the one! She even transferred pieces I loved and a diamond I'd love for me to try before I asked. She just totally got me; she knows how to look out for people and support them in this journey!

I came in with my mom once and my boyfriend another time, and they both loved her too. She made the whole experience so fun and special, and I genuinely don’t think I would’ve found my ring, or diamond, without her! I am obsessed with it and it's thanks to her I found such a special forever ring that will symbolize such a special thing in my life.

Alice, thank you again! You’re amazing, and I feel so lucky we got to meet you. Would highly recommend anyone go to Shane Co when looking for an engagement ring and working...