Shane Co. — Local services in Lynnwood

I went into Shane Co. to ask questions about customizing a ring; I left humiliated and disheartened after 5 minutes.

To give some context, I am not super happy with the wedding ring I purchased several years ago through another retailer. The mistakes in choosing the ring were my own. I am reluctant, however, to simply buy a new ring, as this was the ring my husband used to say his vows. Despite my disappointment in the ring, I am still emotionally attached to it. My husband was the one to suggest we try to use the diamonds from the original ring and add in other diamonds to make a new ring! I saw that Shane Co does some custom designs, and was curious as to whether or not this was something that could be done.

We went to the Lynwood Shane Co, hopeful but somewhat ignorant. I wish I had never set foot in the building. The store was admittedly busy, with lots of people shopping on a Sunday afternoon. We were approached by a somewhat harried looking woman who asked us if we had been assisted. I began to explain to her what I wanted, when she cut me off, assuming what I was asking for. I corrected her and tried again to explain exactly what I was hoping to do. She interjected again, asking me questions that while tangentially related, lead me away from what I was trying to do. At this point I was becoming flustered, and the sales-woman was becoming more flippant and terse. It was if as soon as she realized I was not there to buy a brand new piece I was suddenly not worth her time.

I finally managed to get out my full request; using the existing diamonds from my original ring and adding in new diamonds to make an eternity band. She immediately dismissed me. She began to lecture me on why they wouldn’t do diamonds all the way around and the various reasons with resizing. I was already aware of the risks and complications of eternity bands. Her dismissive lecture was unneeded and unwelcomed. She then asked to see my ring, which I did so without thinking. She then proceeded to assess my ring with near disdain. Her first remark was that the diamonds were quite small. (Really? I had no idea. Thanks ever so much for pointing that out!) She then stated that the diamonds were not fully cut, only faceted on the top (This was good to know, as I genuinely had no idea, but she said it the way someone would comment on finding a large worm under a rock.)

She eventually ended her inspection by letting me know that recycling diamonds was harder than most people assumed, her tone implying that I was wasting my time and hers. If my request was something they were not equipped to handle, then why did she feel the need to critique my ring? She finished by stating I was better going to a custom jewelers. I wasn't sure exactly what she meant by that, (as wasn’t I at a company that claimed to do custom jewelry?) and asked if she knew of any in the area. She grimaced and said she couldn’t as they would be liable if something happened to my original ring. That was one of the weakest cop-outs I have ever had the displeasure of hearing a company use.

After thanking her for her time, we left and sat in the car. It was then that my frustration and disappointment washed over me. I sat in the car crying while my husband attempted to console me. What had started as a bright afternoon shopping and researching with my husband had ended in tears. Disheartened, we ended our afternoon out early and went home.

I understand that I arrived at a busy time. I understand that my request was not usual. I understand that I was not articulating what I was after clearly.

I don’t understand why I was treated like an ignorant fool who didn’t belong. I don’t understand why I was treated like I was asking for something unreasonable. I don’t understand why I was made to feel inferior about my (self-admittingly disappointing) wedding ring.

I know this is not the typical interaction that most customers have at Shane Co, but I felt it necessary to share my...

We are referred to Shane Co with our close family and friends because the warranty and the quality is the best. Me and my husband are newlyweds. We recently got married and purchased our wedding bands to ShaneCo. We ordered a different wedding band for me because i liked the one that sparkles but I was told it will take 6-8 weeks to be made. Its not a customized ring, the ring just need to be bigger because of my fluffy fingers. So I purchased my husband's ring and a temporary ring for me to use for our wedding. We ordered the other wedding band and assisted by Pam and was happy about her service that day. During our 1st visit, (Dec 27 ) we were told that we will pay for the other wedding band that needs to be resized when its completed which will be ordered that day and tentative delivery date will be feb 7th. So, I only payed for my temporary wedding ring and my husband's. In their records, it stated that Pam called my husband;s phone twice to confirm the order. We didn't receive any calls. We got married Jan 5th Saturday. Sunday, January 6th, we came back to Shane to get a different size ring for my husband because its too big for him. We asked if my other wedding band is confirmed to arrived on Feb 7th. We were told that it is still the tentative date. So I am still excited for it, even though I hate waiting but being married, i tried to be patient. From Jan 6th to Feb 7, no calls or follow up. Feb 7th I called, its during our massive snow weather, so I assumed it will be delayed so I am not hoping much. When i called around 230-3 pm, I was told about what I expected to be told, also, she said they have some deliveries early this morning and NOBODY opened any of those deliveries yet so they're unsure if my ring arrived or not. First of all, its 230-3 pm in the afternoon, the delivery was that morning. SO NOBODY opened any of it? Seriously? I was upset but still gave them a benefit of a doubt, they might be short staffed. (blah blah blah). Frustrated, i hung up the phone. I have my own shortcomings too, but they called my husband instead and left a message saying the ring hasn't arrived yet and they were not able to contact me because "they forgot to get my phone no". (Well, i also have an account at Shane, remember? i purchased our wedding rings?) so you should have my phone number. The voicemail, said they will call us if the ring arrived. 2 more weeks passes by, Feb 22 (fri). I made my husband call shane again to check and he was told that HE NEEDS TO PAY UPFRONT IN ORDER THE RING TO BE MADE. So, NOTHING HAPPENED from Dec 27 - Feb 22. We went to Shane Co Saturday Feb 23 to see perhaps they can compromise with us. We talked to Jonathan first and explained what happened, all he can say is Sorry. Then a manager asked us again what happened and she apologized again. We get it, you guys are SORRY, so I asked what they can do for us to move forward. Manager said, we need to see what kind of ring we ordered, and oh by the way. Last december the ring only cost 1200 ish, now its 1350 ish and we have to pay the increased price. I asked if I have to wait 6-8 weeks again and she said YES. SO i said Fck it. Then she said "I guess we can EXPEDITE it". I hate the word "I guess". SO much for customer service SHANE CO.

In the end, we walked out of Shane Co and went to JARED instead. At the parking lot, I CRIED. I was so frustrated with them because they didn't even try at ALL. I was patiently waiting for 1200 wedding band. Its not even 5000 customized engagement ring, SO why that long, BUT WHATEVER SHANE Co.

But, with that bad experience. We went to Jared and my husband bought me a $6000 ring instead, he paid the extra 280 warranty but Its way better customer service and more sparkly. Same day, we picked up my ring at JARED. I don't have to wait 6-8 weeks. Just 6 hours. So thank you Shane for screwing up. I GOT A BETTER RING from JARED.

GO TO JARED instead and see Gary Lee (Jewelry specialist)....

Today at Shane Co. I experienced one of the most degrading, humiliating, traumatizing experiences I have every received from a jewelry retailer. I have been a long-time customer of Shane Co. since 2000. We purchased a $5,000 platinum 3 diamond ring and returned in 2005 to upgrade my ring and purchased a $9,460.00 platinum diamond ring. In 2011, my husband and I divorced and in 2017 he passed away.

In 2018, my mother and I returned to Shane Co. to inquire about the value of my ring to consider selling it back to Shane Co. I was given an offer of almost $4,000. During that time, I told the jeweler who by the way was very pleasant and helpful at that time that I was not ready to rid my ring, very emotional time being that I was married for over 20 year, the father of my four children who passed triadically in a car accident. During that visit, the jeweler informs me that the value of diamond goes up and down, therefore, could not promise me the same offer if I returned, in which was understandable.

After going through much healing and now ready to move on….

On today, December 13, 2020 my mother and I went into Shane Co. to inquire about the value of my ring and consider selling it back to Shane CO. While I knew that given the strain our economy has taken due to COVID19 that the value of the ring may have gone down, and I was okay with that...

However, I was not prepared to hear what the jeweler who was assisting us today was about to say. She was a young lady who had a condescending smirk on her face the entire time I was talking to her about my ring, she took my ring into a room, came back and said that she could offer me $100 for my ring. YES, SHE SAID $100 (one hundred dollars). I asked, did I hear you right, she said YES. She went on to say that they weighed my ring and could only give me the value of the weight, I asked if they had considered the value of the diamond and she said ‘no’. Is this how Shane Co. treats their long-time customers? I felt like I was in the back alley of a Pawnshop with a stolen ring.

I then told her that I was offered almost $4,000 dollars when I came in 2018, she then said let me see what we can do, she went back into that same room, came out and told me they were going to try another method to see what they could offer me for my $9,460.00 ring I purchased from them…..I was so humiliated and offended, whatever price she brought me was going to be a insult and a lie, how could I trust anything they had to say at this point….

This time, the manager came out and apologized and said they considered the diamond this time and offered me $2,700. I was not interested in anything they had to say at this point, all I wanted to do is to get out of that store to stop the traumatizing experience I was receiving from the Shane Co. team. I walked out in tears. I could not help but to wonder if they were treating me this way because I was a black woman. Would they have offered a white woman one hundred dollars for a $9,460.00 platinum diamond ring that she purchased from them?

I will be reaching out to the owners of Shane Co. a four-generation family owned business to inform them of the humiliating, traumatizing, degrading customer service experience I received on today from the Shane Co. team. This is not over.

If you purchase anything from Shane Co., please know that its’ not worth anything (to SHANE CO. employees- in the back room, the jeweler who assisted us, nor the store manager) once you walk out that door or unless you bring what you have already purchased and ready to spend 100% upgrade purchase of what you have already spent...