Shane Co. — Local services in Olivette

My recent purchase of an engagement ring was extremely painful. There were a lot of factors that went into this being one of the worst purchasing experiences of my life: some of these were my responsibility, some were on the Shane Co floor/sales staff, and some of them were on Shane Co’s IT/website/online processes. The original review I tried to post exceeded the character limit of Google reviews so here was my experience with less context.

• I placed an order for an engagement ring on 10/24. This purchase required a special order. The sales associate said it would take a max of 8 weeks for the order to arrive but that she’d never actually seen a special order take that long. The special order took longer than 8 weeks. • When I placed the order, two separate invoices were generated. Shane Co’s website never showed these purchases together. • When I placed my order, the entire thing was setup as Lay Away and on a payment plan. I voiced some confusion on how this worked and mentioned I would rather just pay for everything upfront. I was told this is how the orders had to be placed. • Shane Co’s website had no order tracking and no estimated date of delivery. All I ever could see was “Order Submitted”. Consequently, I could only get the status of my order by contacting a sales associate. • In the beginning of November, after receiving some automatically generated receipt for the Lay Away / Payment Plan, I went ahead and made unscheduled payments to pay for my order in full. However, this was for only 1 of the 2 invoices (the invoice for the engagement ring itself). I did not realize at the time that there was still the second invoice for the special order itself. • When I messaged a Sales Associate at the end of November asking when my order was expected to arrive, I was told December 30th. • When my order became available on December 21st, I was notified of this via two methods. The first way, was someone calling me (I had never been contacted by Shane Co via that phone number so it was unrecognized and I let it go to voicemail). The voicemail was not detailed and mistranscribed by Apple, so I deleted the voicemail thinking it was spam. • The second form of communication I got from Shane Co was an email. No where on this email did it say my order was ready. All I was sent was the equivalent of a receipt that looked identical to the automatically generated Lay Away / Payment Plan receipts. This email said my amount due was $0. I was NEVER sent any email from Shane Co specifically saying things like “Your order is ready.” This email also reinforced my belief that I had fully paid for my order. • Despite having previously communicated with Sales Associates via text and email, I was never contacted by anyone via these methods (the email I did get was autogenerated by Shane Co and not from a specific Sales Associate). • I sent text messages to the Shane Co number twice (on 12/28 and 01/02), asking about the status of my order. Neither of my messages were responded to. • On 01/04, I sent an email to a sales associate, inquiring about the status of my order. The sales associate informed me that my order was here. I interpreted here as ready to be picked up as the sales associate did not provide any other instructions or context. • On 01/08, I went to go pick up my order only to be told it was not ready and would be available on 01/13 at the soonest. The reason it was not ready was because of the remaining balance on the special order invoice which I was not aware was unpaid. I paid for the remaining balance immediately. Again, I received no communication from Shane Co specifically saying my order had arrived much less that I was the cause for the delay in the order being ready. • I picked up my order on 01/13.

It very well may be that my experience was a confluence of bad events, but I can only review the experience that I had. And the summary of that experience is that it was an awful and I would never recommend Shane...

When I was a child growing up in STL country side, I always heard the commercials on the radio, and my sister and I always talked about how when we meet the one we want to marry, we will tell them to go to Shane Co. The memories alone of driving to Grandma and Grandpas home, holidays, and family get togethers and hearing the man on the radio was enough of a reason to go there. When we became older, we kept that promise to each other realizing that we had a lifetime friend in the diamond business. Ironically realizing the memories, ginger, and deal all made sense. As time went on, life happened, and I realized I was a diamond girl at all. I was a single mother of a beautiful girl I named Pearl, after my grandmother, and I met a man I knew was the love of my life almost immediately. Ironically, again, my sister was the one that pushed me to give him my phone number, told him where to go, but it was his idea to pick a pearl engagement out of your selection of engagement rings. When he asked me to marry him, he said “ I’ll be marry not only you, but also your Pearl” This meant the world to me. It was so special, so thought out. I never would have thought about it any other way. Not only that, but he went TO SHANE CO!!! I could cry just because of that! Roughly, 3-6 months into our marriage I lost my Pearl in the middle of a hay field. We were watching a firework show for a special event in our small town. I froze in place. I looked up at my husband. He knew exactly what happened. He turned his flashlight on, we looked down and found it right under our eyes, in between our feet. THANK THE GOOD LORD. We took it to Shane Co and you fixed it, attached it to the band with a stronger agent. Assured us both it should not happen again, but if it did, it would be taken care of. I was told to take it off when I washed my hands, used any hand sanitizers, lotions, etc. which is something I was very careful of. Unfortunately, I lost my stone the Sunday before my 5 year anniversary. My husband took it to your location again. This time, we were unable to find the stone. So we were very upset, but thankful again that we went to Shane Co, because they even advertise the fact they insured they’re stones. Even lost ones. My Pearl isn’t a 2 carat diamond, they won’t have any problems replacing my simple pearl, or at least that’s what my husband told me. Then told me he would take care of it. He then took it in, the lady told him they don’t cover the lost Pearls and that I shouldn’t be wearing it more that once or twice a year anyway. If I want to purchase another Pearl for roughly 275 dollars, I could do that, but again I should only wear it once or twice a year. She also suggested I upgrade my ring to something different. That’s unfortunate to hear, the same week of your 5 year anniversary. My heart was shattered. I didn’t want to upgrade to a different ring. I loved MY RING. I received so many compliments on my unique wedding ring, my unique style, my unique story. I didn’t WANT something else. Not only that I didn’t want to spend almost 300 dollars on something I may loose again. Or something I may not be able to wear but once or twice a year. I don’t want to remember that moment only a few times, I want to look down every day and remember I am blessed. Blessed with a man who is that thoughtful. Now I will not have that. Because I will never have my pear fixed by Shane Co, and I will not come back knowing you won’t keep your word. Or that you will try to up sell me into something I truly do not want or like. It’s so...

I went in to Shane Company on Olive Blvd in June of 2016 to get my wedding band and engagement ring resized. The service was professional but somewhat slow. However, I think the lady that assisted us was somewhat new so I gave her the benefit of the doubt. They took my rings and resized them with no issue and within the timeframe they had promised for the price they quoted. They polished my rings and cleaned them beautifully for no additional cost. I have white gold rings that had to be resized two sizes and I was charged $100.00 for this. I have no complaints regarding the resizing.

I went back into Shane Company on 10/3/16 to have my wedding band and engagement ring soldered as my wedding is next Friday. I went in around 6:30pm and was assisted by Matthew (I could be wrong, but I am almost positive his name was Matthew). Matthew was very courteous and professional and instantly took my rings to have them reviewed by the jeweler. Matthew returned several minutes later to ask how old my rings are. I replied that I wasn't sure and questioned him on why he was asking me this when all I wanted was to get them soldered together. He said they always review jewelry before performing any type of work/service and the jeweler stated that the 8 prongs that were holding the diamonds in needed to be replaced. He went on to say that it is $20 per prong and quoted me a price of $200.00. I asked him what is the worst case scenario, that my diamond(s) fall out? He said yes. I replied that the rings were insured and that I was not interested in having any other type of work performed on my rings at this time. He quickly took the rings back to the jeweler and came back a few moments later to state that they would not perform the soldering of the two rings unless I paid to have the prongs replaced. I took my rings and thanked him for his time.

My fiancé and I left and went to Distinctive Diamonds a few miles away to see if they had an issue with my rings. The gentleman that helped us was very helpful and insisted that the job would be no problem. Distinctive Diamonds charged $5.00 more in price to have them soldered but it was very much worth it (Not to mention as soon as we walked in the door we were greeted with free snacks and drinks - wine, beer, water, keurig coffee, etc.,) and the level of service was excellent, not just from the gentlemen that helped us but all of the employees we spoke with. I would highly recommend Distinctive Diamonds over Shane Company because I feel that Shane Company had no right to refuse my business. I feel that Shane Company was trying to pressure my fiancé and I to pay money for something that we did not want to and that they should have handled the situation differently by mentioning that I may want to start thinking about having the prongs replaced (I don't even know that they really even need to be replaced, but that is beside the point.) instead of refusing my business because I won't pay them to replaced/repair them. In all honesty, why is it their concern if my diamonds fall out or not? I have no intentions to return to...