Shane Co. — Local services in Greenwood Village

Brittany

I was there to pick up an order yesterday afternoon. I placed it under my partners account and paid with my card. The email receipt referred to me as my name and said to bring in a photo ID. I went in to show the email, card and ID in hand. Brittany looked up the account under my partners phone number. Rather than cross checking if she had the right order number pulled up, she had a whole different order pulled up and asked me the card number i used. Obviously it wasnt matching, so she bombarded me with a series of questions under the presumption i was fraudulently attempting to retrieve the order. she spoke to my partner on the phone and asked literally every question there was to ask in the book, down to the exact numerical value of the purchase. I can’t even describe how belittled that made me feel. Super unnecessary, and rather than apologizing once she realized it was due to a mistake on her end with the wrong order pulled up, the only response she gave me was “we're good” fake smile. And even tried to blame it on my partners “multiple accounts”. How about take accountability for the fact you had the wrong order pulled up and didn’t cross match the numbers, even after I asked twice if it matched. Like are you assuming we’ve only ever made one purchase here? … Afterwards, she didn't even give me a receipt or put the product in a bag, i had to awkwardly request it. Her bow was super loose and sloppy as well. Did she treat me this way on purpose?

Please train Brittany to treat paying customers better, to take accountability, and definitely how to accurately look up orders. The process in which she verified the card number, means she is only verifying the user account and not the credit card account. If the email refers to the card users name, why is she verifying based on only the account user? Seems to me someone can use a stolen credit card in that situation and not get caught for it… doesn’t make any sense.

I’m not sure if it was the clothes I was wearing, but the treatment I received was simply unacceptable. It shouldn’t take 40+ minutes to pick up an order I already paid for and I shouldn’t get interrogated from a mistake on Brittany’s end. Also, is it standard procedure for her to put the earrings with her bare fingers in the box in front of me? Seemed weird and unsanitary. I would assume it was ready to go since I received an email stating so. After this visit, it made me seriously consider never returning again, even though I wear multiple pieces everyday from Shane Co. I think I’ll stick with the Westminster location from now on. It felt very racist and...

It took me a while to decide if I would write this review, but ultimately I decided I probably should. I have loved Shane Co for years. I buy all of my jewelry from here because it’s quality and everyone has always made my experience so amazing, except this last time. We’re not often out toward Denver, and after spending a day at the aquarium with my family we were heading home and stuck in traffic. The kids fell asleep so I figured perfect time to stop in and get my wedding rings cleaned and use the restroom since it’s a bit of a drive home. I had to go pretty bad by the time we got there so I found someone who would “help” me, handed them my rings and ran to the restroom quickly so I could get back to them and actually give them my info. I figure this process would only take about 20 minutes and I’d be able to get back to my family waiting in the car before the kids woke up. I come back, the guy who helped me seemingly ignored me to ask other people if he could help them. I figure maybe he got the process started so I’ll just wait until the cleaning is done so I can give the info. He asks multiple other people if he can assist them, while I’m still thinking my ring is cleaning. 20 minutes goes by. Many other people there asked if I needed help which is genuinely why I love Shane Co, but I thought this guy who took my rings was helping me. My husband starts getting impatient because the kids are waking up and getting fussy (1 and 2 yo). Now this guy is nowhere to be found. I keep waiting. Time gets closer to an hour or more at this point so I finally ask someone how long it typically takes to clean rings, because I had been there a while. My kids were screaming in the car. My husband frustrated because he’s usually in and out of there so fast. I GREATLY appreciate the man who ended up helping me. He finished the cleaning of my rings quickly, got my info, and gave me the usual fantastic customer service experience I typically get and expect from Shane Co. I wish I got his name but by that point I was exhausted from the aquarium, had kids screaming in the car and was waiting so long I genuinely just wanted to cry. I thought this would be a quick trip and it turned into someone taking my rings then completely disappearing on me. Thank you to the man who helped me and recommended that Thai food place in my area. He is the reason this review...

This post is quite real and a testament to the leadership of Shane Co. I was called 4 weeks ago by Shane regarding a diamond I purchased for an engagement ring for my fiance 4 years ago. She picked out the engagement ring and wedding band and I later picked out the diamond. It was a .9 carot diamond with minor imperfections, yet very very expensive. I had the money and wanted to do something special for her as we are in our 60's. My 2nd marriage and her first. My fiance loved the diamond that was selected and all was good for 4 years, till I got a call. They said that the diamond I paid for was not the diamond we had. Man oh man was I really upset that this occurred. On the phone I was demanding a full refund and was thinking the worst thoughts. Needless to say I needed to get off the phone before I said something stupid and essentially let my wife decide. She came home later that day and. wanted to meet with them which we did and worked with Kate, a manager they're. The options provided were 1.) Full refund 2.) difference in what we paid vs what we had. 3.) Let them make it better. My wife chose #3. They literally overnighted 2 diamonds. The 2 choices were a 1 carat larger diamond or a .9 carat diamond that was flawless. I'm thinking she should go for the 1 carat and my wife went with the flawless .9 carat diamond. Both were of higher value then what I originally paid for. I know as i saw the valuation on the envelopes they came in. The new diamond looks great on her ring. But what actually floored us was the honesty, and integrity of Shane Co. They could have said nothing and pocketed the thousands extra I paid for a lesser quality diamond and we would have never known. In the world we live in today screwing the other guy seems standard, just so you get ahead. For all of you reading this, if your in the market for fine jewelry you got to go to Shane. Trust them to get you what you want. I myself will buy all future fine jewelry they're as they are honest and have incredible integrity and you will receive what you paid...