Shane Co. — Local services in Walnut Creek

It has taken me ~1 year to get up the courage to write this review.

About a year ago, my (now) fiancé and I stopped into Shane Co. Walnut Creek to try on a few engagement rings. We'd been together for 7 years at this time and were excited to start the process of our engagement. We were simply just looking around and getting a sense of what we wanted when we were connected with Evan. This was our first time looking.

We were connected with Evan who gave us both an uncomfortable vibe from the start. He was very condescending as he asked us if we knew about the "Five C's" of a diamond. He then gave us a lesson... Again, this was our first stop on our engagement journey and we just wanting to explore together.

We ended up finding a ring that I really liked and then, Evan started asking us questions about our relationship - how long we'd been together, where we met and why had it taken my partner so long to propose. After a few minutes of badgering, Evan asked my partner to follow him to a back room of the store - where Evan asked him for hard details about his proposal plans - while I was left to stand alone in the store waiting for the two of them to return. Please note - my partner expressed to me later that day (when we'd left the store) how uncomfortable and pressured he felt in that private moment with Evan.

But it got worse ... when Evan realized that he wouldn't be making a sale that day and/or didn't have a concrete date from my partner about when he'd make the sale, Evan looked at the both of us and asked: "What's taking so long? You've been together for 7 years. What else is there to wait for?" To which I responded, "We are just looking today and waiting." Evan then says: "What is there to wait for?" I said "I want a celebration." Evan responds "There's a Safeway right across the street! I'll go buy a bottle of champagne and the two of you can go home with this ring right now."

It was horrible. That was our first experience engagement ring shopping. Incredibly inappropriate and so uncomfortable.

When I yet again told Evan "Not today" - he mentioned that he could set my partner up with an online account so that when he/we are ready, he have quick access to all the information about the ring and diamond I'd liked. In the meantime, Evan walked away and starting helping another customer ... we ended up having to find another customer service rep in the store to help us complete my partner's online account with all of the ring information.

Point is - We are now engaged. My fiancé proposed on the beach at sunset in Hawaii. It was perfect. And my fiancé did not purchase my engagement ring...

Overall, an uncomfortable and stressful experience at this location. The Cupertino Shane Co. location did not make me feel this way. Be ready if you shop here that you will need to channel your best entitled/demanding customer spirit if you want a high level of service!

-- Went in on a Sunday at 4PM (1 hour before closing). Told the front desk that me and my partner were there for a resizing job. While waiting for someone to help us, we decided to browse wedding bands. A sales person decided that she would take it upon herself to help us while also supporting another customer, so she ended up hopping back and forth between groups.

Said sales person clearly was either overworked or so focused on making a sale that she forgot that we were there for the resizing. She took our ring to the ultrasound cleaner in the backroom, and came back to us without it. Went back after 5 minutes of me wondering where it was and said "I forgot I left it there". Tried to sell us on the amazing layaway options for the bands she was showing us, and talked big game about the lifetime service of Shane Co...except that we were already there for exactly those services. She was ready to let us leave (she basically said "Bye, thanks for coming in!") once we explained that we weren't ready to buy the bands before I asked bluntly "so can we get the work order in for the resizing?" and she hastily grabbed the necessary forms and entered the work order. When I asked for a estimate for how long it would take she joked "about ten weeks!". After realizing I was looking for a serious answer, she said "about 3 days". Maybe I wasn't in the mood for jokes but I didn't feel it was appropriate to joke about people's intimate possessions in that way.

When picking up the resized ring, we noticed several spots on the white gold from whatever process they used during the reforging. Told the lady at the desk and she agreed that the spots should have been buffed out. My partner and I waited less than 5 minutes for the jeweler to polish the metal for us and the ring did finally look great. Could they not have taken the time to do this basic quality check before we picked up the ring?

Admittedly they did have it ready in the time they quoted, but I had to call the front desk to ask if the job was completed because the online job status did not update to "Ready for Pickup". The sizing was also done correctly, but I would have expected them to have taken the effort to ensure the ring was looking fresh and new after coming out...

I loved this place until my most recent visit where my ring was worked on in the shop. My husband purchased my wedding set here and I purchased his wedding band here. I got my set soldered together about 5 years ago and it looked great. Most recently we go another band to go with the set. I left my original wedding set to get polished cleaned, and the new band soldered with it. When I picked it up the first time I noticed when I got home that the new ring was soldered a lot lower and it was actually affecting the fit of the ring. I brought it back the next day and the man working in the sales room took a look and brought it in the back and agreed it should be moved up. I left the set with him that day, and came back the next day to pick it up. (I live in Stockton and was making the 1 hour 20 minute drive with two kids under 5 every time). When I picked up my set the next day I was mortified, and so sad. The bottom of the rings were now even , but the shape had totally changed. It looked like my bands had been melted and were squished together. The woman working customer service told me “over time rings change shape with wear and tear” and also “it would never be perfect”. This alarmed me because I found myself telling her how my rings look prior, and she honestly looked at me like it was her word against mine. I look at my rings everyday, I know the condition in which I dropped them off…. Plus I’ve only had it for 6 years, the wear and tear she is referring to I know takes years and years! She then told me they could “rebuild the bottom of my rings”. Rebuild?! My original set is 6 years old, and the new band is identical to my original wedding band! The way it fits is still not right, it looks weird because the width of the bands is dramatically smaller on the bottom, and I am honestly still in shock at that last experience. I get these things may never be perfect, but now to make it the way it was prior to this experience I need to have them rebuild it?! I’ve lost all confidence is leaving my ring there again. I am so upset a brand new band has been altered so dramatically and my original set now looks ruined. Pictures don’t do...