Shane Co. — Local services in Phoenix

I am very disappointed in this company and to be honest it has taken away from our excitement. When I found my dream ring I was ecstatic and I’ve heard good things about Shane co, so I was happy I found it on their website. From the start I have gotten conflicting information. I was originally told I could turn in my current ring for money off the original price of the new setting and it wouldn’t cost anything to have the stone placed in a Shane co setting… I was never asked if my ring originally came from Shane co or sent information on company policy. I even let them know I’ve never been to Shane Co before. When I reached out a couple months before my last payment, like I was told the sales rep then told me that it would cost about $350 to have my stone placed and they wouldn’t offer any money off for the original band because it didn’t come from Shane co. While that was disappointing I understood… I then ask if I want to change my prong color to yellow gold would it cost extra, and was told no. Then I get to store and was told it would cost an extra $150 because they need to change the head to fit my stone, since it didn’t come from Shane co. At this point I’m annoyed but willing to let it go because I was still so excited for my new ring. I signed up for the text message updates, and was told it would take a week for my ring to be ready… fast forward my fiancé picks up my ring and notices the prongs are still white gold and it’s the original head it came with. When confronted about it the rep tells him that yellow gold is out of stock. The questions that come to my mind is why wasn’t I notified… common decency would be to call and see if I am okay with it being out of stock or wouldn’t mind waiting for it be in stock. They told him it would be two weeks before being back in stock and he could take the ring home until then. My fiancé leaves the store and about 15 minutes later they call and let him know they actually do have it stock. So he turns around. He expresses his frustration and ask if there is anything the manager could do for us for all this trouble, like cover the $150 for the head change that didn’t happen in the first place. The rep tells him, “we’ll we are already putting it ahead of production to have it ready tomorrow, I’m not sure there is much more we could do for you other than that”…. Mind you this was their mistake, a mistake that could have been avoided if someone called… and they think putting it ahead is doing us a favor. It’s not. Normally I wouldn’t even write a review but the customer service was terrible. No one even apologized for their part in this. We now had to drive about hour both ways a twice. Gas isn’t cheap. The drive isn’t convenient and this could have been avoided. if I would have know what I know now I would have never given shane co my business… but I wanted a trusted company. So far what I am getting is not that. Two stars cause I do...

I had a pretty offputting experience trying to buy an engagement ring for my now-wife at Shane Company. I've shopped at jewelry stores dozens of times for watches and gifts but never an engagement ring before. I had 6 small diamonds I brought with me, from her grandmother, that I wanted to incorporate into the ring. The gentleman I worked with helped me find a primary stone, but said it would be too difficult to incorporate the 6 stones I brought with me. This was a major bummer. Since I did find a center stone I liked, I put down half of the cost to hold it, with the understanding that I would still be looking for a way to get my other stones incorporated, and the gentleman said I could come to get my deposit back at any time. A couple days afterwards I found out that I actually did have a friend of a friend in the diamond business!! Not only did they make a custom ring by adapting a style I found to fit my stones, the center stone was better in quality shape and size, all for around the same cost of the ring Shane co was offering me. Needless to say, I went to get my money back from Shane co. After informing the front counter of my intentions, they told me I had to wait for the same salesman I spoke with before. I thought it was strange because the salesman told me he was non-commissioned. Why would they need me to speak with a non commission sales person to get a refund on a down payment? he was busy with somebody else and they said to please wait for him. 20 minutes later I come back to the counter I said I really need to go please give me my money back and they said that we can't give you your money back you you have to wait for that salesman he'll be with you as soon as he can. Another 20 minutes passes. No assistance. Finally after 50 minutes the salesman comes over to me and I told him that I found somebody to make the ring that I wanted and I actually was getting a bigger center stone. He lashed out at me saying that it wasnt possible and the person selling me the ring was a liar. Completely unprofessional, unreasonable, unpleasant experience. I will never step foot in this place again. They have misleading sales practices and the marketing about having a friend in the diamond business is garbage. With friends like this you don't need enemies. Attached is the ring I ended up receiving:) Go to Ganem Jewlers. Ask for Nora. Don't...

I'm very disappointed in Shane Co. I got engaged and bought my wedding band here. My girlfriend broke off the engagement and left me heartbroken and with two rings. Obviously, I would never re-use these rings in the future. This wedding band went from their store to my safe and never saw the light of day until I went to return it. It was still new and never put on her finger besides in the store originally. They refused to refund the ring due to their 60 day return policy. I had first called and spoke with a girl on the phone and explained my situation and she was very pleasant and told me to still bring it back and they would take care of me. I drove to the store (an hour of my time going there and back) only to have the salesman take the ring to the back as I waited for awhile contemplating how sad my situation was and remembering the last time I was here I was on cloud nine. The salesman returned and told me he was unable to return the perfectly new ring. This was just another kick in the gut. I can tell you that I bought the engagement ring from Costco and it was worn and they took it back with sympathy and apologized for what I must be going through. I had actually brought the ring I bought from Costco to match it up with the wedding band and I asked Shane Co if they could offer me a similar engagement ring for the same price. The couldn't compete with the quality for the price that I received at Costco. Learn a valuable lesson from me and though I would have never expected to have had to return an engagement ring I know where I will return in the future when I'm lucky enough to find the truly right girl.

Update: I was contacted by Julie from Shane Co and they did make things right. I applaud their commitment to customer satisfaction. If it was right from the beginning I'd be giving them 5 stars. None the...