Shane Co. — Local services in Westminster

First and foremost, my fiancé loves her ring so that’s what’s most important. However, actually getting it to her proved to be more complicated than we anticipated.

We had an appointment on a Saturday and were expecting about an hour-long engagement ring consult. The store was busy, and you could tell our consultant was moving back and forth between different customers, which often resulted in waiting around for 5-10 minutes until he could come back to us. He explained the process well – we narrowed down the type of band she wanted and then got to looking at center stones. We tried a few different bands and stones and decided to size up a bit on the center diamond. Once we determined the band we wanted, we were handed off to another consultant to finalize the center stone choice. That consultant went in depth on the 4 C’s – color, cut, clarity, carats – which I get they must do, but felt a little long winded and tedious. Toward the end of the 4 C’s presentation, we found the winning combination of band and stone. We let the consultant know and she seemed a little surprised that we were deciding that quickly the day of. She began to gather up things and preparing to process the order when my fiancé started to feel a little a little lightheaded. I asked if she wanted to sit down, and the consultant was like “oh would you like to sit?” After standing around for 90 minutes, we definitely did. It was a little surprising that she hadn’t asked if we’d like to take a seat earlier. Not really a big deal.

So, we get all the paperwork done and she sends us to the customer service counter for final details. The woman behind the counter was very nice and let us know about the warranty, insurance information, etc. She said the ring was guaranteed to be ready by Wednesday after 4 p.m. This was great – we didn’t think it would be so quickly. We got a call on Wednesday saying the jeweler accidentally damaged the band when adhering the stone. They were to get a new band and guaranteed us the ring would be ready for pick up by Friday after 4 p.m. No biggie. We then got a call on Friday indicating the jeweler who accidentally damaged the first ring was now taking a few days off and the ring was guaranteed to be ready by Sunday after 4 p.m. I asked what the guarantee meant. The woman on the phone was clearly flustered but indicated that it meant we were assured the ring would be ready unless something happened. I’m sorry, but that’s not how guarantees work. I was able to speak to a manager who’d heard my situation and she then said they were going to have a different jeweler work on the ring, and it would now be ready for pick up Saturday after 4 p.m. I went to get it at 4 p.m. Saturday and it was not yet complete. I waited around for a half hour or so while it was being finished up and a line was forming behind me at the customer service desk.

Again, we are both very happy with the ring itself; however, Shane Co. please stop using the word “guarantee” if you’re not actually guaranteeing anything. And perhaps consider making weekend consultations by appointment only – the staff was clearly overwhelmed at the number of shoppers during our appointment, which made the process seem longer and...

Sad to say that I have been disappointed by Shane Company today. I ordered a ring to be made by 4 PM pick up today. Not only did I never receive notification, nor was the work order updated as complete through their website, which I was checking frequently today. Arrived at the scheduled pick-up time to find my ring was built wrong! My diamond was to be in a kite position, and it was not. They quality checked it before they gave it to me, and I instantly noted the problem. Now, there had been 2 people who missed it. It was clear on the paperwork. Having already been on a time crunch due to a long drive ahead of me, I now get to (thankfully), wait as it is redone right as I type this. This is, in my eyes, unacceptable. I have had nothing but the best service here over the years. Had they given notice sooner that it was complete, I could have caught the problem sooner.

Update Dec 21, 2022. Changing from 2 stars to 1. Came back in for another purchase and was not attended to like in the past. The person helping us was bouncing between 4 other customers. 2 hours until we were able to complete our purchase. Apparently, this is common in how they attend to customers now, and they are recommending to call or text ahead of time to schedule a 1 hour block. If this is how things are going to be, it should be told to customers. Hopefully, my reviews will aid someone in their decision to purchase or pass on Shane Company.

Update Jan 25, 2025. I decided against my better judgment to attempt and make another purchase. Once again, the communication and follow-up were nonexistent. Even under explicit instruction to not mess this up, they once again failed. No notification was given. I messaged them only to find out that the shop had completed the work 2 days prior but forgot to mark it complete. I spoke with the store manager and explained my concerns. She was very polite and attentive and understood my complaint. I decided not to accept the purchase and had her credit my account, which she did right away. That was the last straw, and I will no longer be using Shane Company other than to clean, inspect, and repair any...

Short version- Amazing customer service from Judson and Kelly came through for a 1 day turnaround on resizing two rings! Love Shane Co.

We bought a custom engagement ring from a Shane Co in Arizona. We moved to Texas not long after which unfortunately does not have any locations. We were coming to CO for a wedding and were planning on coming in for the included inspection and cleaning. The day before we left, my fiance wanted to know if they could resize it. I called and was told they are currently a week out on their shop jobs but we could ask what was possible when we came in.

When we got in, Judson started helping us within minutes (no appointment, but it was also 10:30 on a Thursday). We explained what we were looking for (we brought in 2 rings she wanted to resize) and he went and checked with the shop. They thought it might be possible but we needed to know the size change. Judson brought out the sizers and she was back and forth between two sizes. Judson left, came back and had a sizer that measured in quarters (I didn't know quarter sizes existed.) we found the right size and he went back to check. Kelly said it was possible to get it done in time for the wedding we were going to the next day. We took care of that and then Judson showed us some rings for myself added some items to our list and assisted my fiance with a gift for me since it was my birthday that day. In the end we also asked for lunch recommendations as we had come right from the airport to the store, we followed Judson's recommendation and were not disappointed.

The next day I planned to pick up the rings at 4pm as the wedding was at 5. I never got a confirmation email that the job was ready for pickup but even if not, I'd still need to pick them up as we were leaving the next morning. I showed up and Juliette helped me out, both were done and beautiful. I showed up at the wedding (my fiance was a grooms woman and spent the day with the wedding party getting ready) gave her back her ring and she was happy. Great...