Shane Co. — Local services in Duluth

I've shopped Shane Company exclusively for my entire jewelry buying career. Saved for an engagement ring late 90s and came back for the 20year anniversary ring. Bought her wedding band and many other pieces, diamond earrings, tahitian pearl necklace etc at Shane Company. Always added every piece to my homeowner's insurance and taken them in for regular cleanings and repair. We used to have to show the receipt for any repairs or cleanings which is fine. Now my wife takes her 11k ring to the store to have it repaired (one huge stone was falling out) and cleaned. All they did was clean it, did NOT repair it. When she picked it up she was getting the runaround about it because her name is not on the account. She never had an account but her contact info was on my account(now nearly 25years old) and she never had a problem dropping off or picking up. Now all the sudden it's a problem. I get that things change but why not make it where you need ID to drop off or atleast inform your customer of a change in policy. In the end my wife would have to walk through the rain three times today to get her ring repaired. They only cleaned it and gave her the runaround when picking up but failed to mention that they didn't perform the work that is was brought in for. She had to turn the car around, go back to the store, walk through the rain again, get the runaround again and wait for the ring to be fixed on the spot. My son and I bought his girlfriend a ruby pendant on white gold a couple years ago. He took the receipt and the necklace in for repair since the clasp was falling off. They made a child make an account to drop it off since I had paid for it but failed to tell him he would need an ID to pickup the necklace. Again I understand policy but this is a child we're trying to teach how to follow directions to keep our warranty valid. It's a lot of unnecessary jumping through hoops. The same place that we spent 25 years just giving them the phone number of the account associated with our purchases, now acts like we're trying to make a withdrawal from Fort Knox. Luckily my child has an official, valid ID but if it were three months earlier he'd be getting the runaraound worse than today because his ID was just issued for the first time. I could get around the whole ID thing if you could disclose it upfront. Now I'm not going to tell a lie and say my wife understands everything that everybody says the way they mean it or that she could convey to anyone the same and I can certainly understand changes for the better in regards to security on your end. In this case though we know that Shane Company has meticulous records of all our purchases. Close up pictures of inclusions on diamonds and they used to draw it up and have me initial the drawing to agree that diamond was the one you're guaranteeing. Those are like fingerprints and can't be faked. New purchases don't go through this, atleast not my online purchase three years ago. Still i can get around all that but I know you have the records to prove these are the diamonds I bought from YOU! You have those records, my account phone number information and an $11,000 ring I bought from you AND you need to see ID after not repairing the ring that you guaranteed for a lifetime? You can't really make it make sense to me. I've been faithful to the brand and I'll be back for warranty work obviously but my shopping days are over unfortunately. My own anniversary gift was next, ~$8k Cuban link chain. I'm sure your competitors will love the story, too. Looking back I've averaged about $1k a year over 25years. I'm sure that's nothing to them but for little old me it's everything. I'd literally have more fun lighting that money on fire at this point than spend one more dollar at Shane Company. Sidenote, any replies from the company will be interpreted as lame excuses. You gave my wife and child the runaround and failed to fix a huge flaw after saying the work was completed. I don't want your coupons or managers email and I'm not contacting you to discuss this. Simply:...

Have been a long-time customer of this store--bought our wedding-bands, anniversary ring, and a number of other items there. Will NOT BE BUYING FROM THEM AGAIN.

Today I went in to get a SIMPLE repair done. A Peridot birthstone ring I purchased years ago for my mother (but only worn less than a dozen times by her or me after her death) had gotten out-of-round and I simply wanted them to put it "on the rod" (a straightening tool for correcting out-of-round rings--they simply slide the ring down on the rod) to fix it. The very nice lady took it to the "technician" in the back. Not expecting a problem, I happily browsed the display cases while waiting--even saw a couple of lovely ruby pieces that I thought I might like to buy.

This was not a terribly expensive ring--I probably only paid a couple of hundred dollars for it when I bought it for my mother in the late 1970's--but it had MUCH SENTIMENTAL VALUE. My mother was raised poor--and never had any real gems except the tiny diamond in her "illusion-setting" wedding ring, which was the most my hard-working Daddy could afford. So after Daddy's death, when I had a job, I decided to get my mother some "nice" jewelry--and this birthstone / diamond ring was one of the pieces I bought her. I still remember her emotional response when I gave it to her, and now that mother is gone as well, looking at that lovely, sparkling ring gave me such happy memories of my mom's happiness.

Lady came back after about 10 minutes, and was consulting with a gentleman (manager) in store to look up prices on my ring. Turns out they REFUSE TO DO ONE REPAIR UNLESS "ALL" THE "OTHER" THINGS THEY HAVE "FOUND WRONG WITH" the ring are ALSO repaired at the same time. Said it was a "liability" issue--that I might accuse THEM of having caused the problems unless they REQUIRE me to have ALL the "problems" fixed. They said it was "scratched" and the stone was "loose." Since I hardly ever wear it (had worn it the previous day for the first time in years) I asked couldn't I sign a statement saying I only wanted the ring returned to round and were not holding them responsible for any other thing. Nope--can't do that.

So I asked for my ring back (lady had been holding it in her hand all this time). She handed it to me and I IMMEDIATELY saw that now it WAS IN FACT damaged---the lovely bright green stone now had an ugly brown spot in the middle of it that had NOT been there before, either when I wore it the entire previous day nor when I brought it in to Shane. I do not know WHAT their technician did to it to cause that but I KNOW it wasn't there before, as the lovely sparkling green stone was one of the main things I loved about this ring--and I wore it just yesterday for St. Patrick's Day so I looked at it REPEATEDLY that day and KNOW it didn't have this ugly brown spot in the middle of it!

I asked, "What have you done? What has happened to my ring?" and both the lady and the manager started telling me it was "already that way" and the manager even pulled out his jewelers loupe and said rather arrogantly, "I assure you it was already like that, ma'am. Do you want to look at it?" I said I KNOW it had not been like that prior to my bringing it in, but was getting no where, so before I broke down in tears I left.

After I got back to work, I looked at it more closely. They've done SOMETHING to the main stone--it now feels rough on top and actually looks like a piece has been broken off. Of course, not suspecting there would be any problem, I had not TAKEN A PICTURE of the ring PRIOR to their taking it in back--I SO WISH I HAD NOW and RECOMMEND ANYONE TAKING JEWELRY TO THIS SHANE LOCATION TAKE SEVERAL CLOSE-UP PICTURES OF THEIR JEWELRY FIRST! It also looks like part of the band--which before was only out-of-round--now has a CRACK in the band---which (again) they DIDN'T BOTHER TO FIX and which was the ONLY REASON I brought the ring in in the first place.

TAKE PICS BEFORE you give them your jewelry!!! I'm going to TARA tomorrow & hope they can fix...

My first experience was great. My husband and I bought our wedding rings at this location as well as other pieces of jewelry. After the wedding ring purchase whenever we visited to shop, we always notice men dressed is suites watching us but we ignored it because we figured it was because we were in a major jewelry store. On May 30th 2020 I stopped into the Duluth location to have our wedding rings cleaned and to maybe make a purchase. When I walked in the front door I noticed the separated entrance, 1 side to enter & 1 side to exit. As I walked into the entrance I was greeted by 2 people then another man immediately came over to me asking what he can he help me with. The 1st thing I said to him was I am a customer and I am here to get my rings cleaned. He then started to lead me to exit explaining and handing me postcard (the card explains their new curbside service)that I would need to get back into my car to be serviced from my car. As we are conversing a man dressed in a suite walks by us and stands outside the entry way/exit by a smoking station and looks in on the salesman and myself as we talk. Then I noticed the suited man looking at us, I asked, is that security? The salesman replied quickly he is not. He is a manager coming out to get some air. At this time I started to feel uncomfortable. Then I started to wonder if this store really has a problem with profiling. There is more to this story but I want to make it short. I did get into my car and parked in the designated area for service. I noticed 2 cars parked there and no one was sitting in them. Then someone pulled in and was serviced right away. Then I noticed people walking through the Shane co parking lot. I was wondering how is this a safe process for customers. I had to text Shane Co what service I needed(what if I did not know how to text)The salesman who spoke to me came out to help me. He brings out a tray for me to layout my jewelry on, so he can take it back in the store. I was uneasy because of the people that walk through the parking lot. I was getting upset and the salesman did not make things any better. I found him to be argumentative and unpleasant as I explained how I was feeling about this experience. I am an African American women who is hard working and I like nice things. I will not shop anywhere that does not make me feel like my business is wanted or appreciated. I am not sure what was going on in that store that day but the feeling was not good. I don’t believe I will shop there again. I tried contacting their corporate office using the number on the BBB website but they are not taking calls there was a message. I hope this will help any or all customers who have...