Shane Co. — Local services in Woodbury

Google won't let me follow up with a review that Shane co had responded to from the Minnetonka location. This is a 2 part review so you can see both experiences.

1st part : Here is one of a couple of bad experiences at shane co. After spending a boat load on an engagement ring, we went back to purchase the matching wedding band and a wedding band for me. Went to the bank to up our daily spending limited but the bank failed to do that and it was now closed. The lady at the checkout counter said she used to work at a bank and to try a smaller amount several times. After trying $2000 and it going through, she said we should stop trying or we could get locked out of our account. She said the same for a refund. She also said she couldn't hold the rings if we got refunded and waited to talk to the bank the next day since we already had them held after they were shipped in. After agreeing to just pay the $2000, I tried to take my wedding band ($1290+tax) but she said it wasn't paid for yet! What?? Also, when I asked to get my new ring cleaned (no diamonds just white gold)and the lady checking us out pulled out a disinfectant wipe and wiped it down and she said that's how we do it. This was in Minnetonka MN for reference. If I could start over, I would spend my money where there is better customer service when you are spending 10s of thousands of dollars.

2nd part...Shane Co reached out to me and put me in contact with Blake from Minnetonka. Here is my experience with them trying to make things right : (copied from messenger) Thank you! Here is a follow up. We had Blake from Minnetonka help us. He was super nice and said he would talk to the lady who helped us but unfortunately, he had us checkout with the same lady that we originally checked us out. It was super awkward. Then, they couldn't find my ring so we had to wait by that that same lady while Blake searched everywhere (back rooms, a pile of boxes behind the counter, and in the diamond workshop) before finding it about 15 minutes later. He did give us $100 to use at the store but that was not at all worth it after spending so much with you guys and having some of the worst sales experience of our lives. I'm afraid we will have to continue to deal with the same level of service as we have to visit Shane Co every 6 months to keep our warranties.

I originally gave them 3 stars only because the jewelry is really nice but feel like they missed the mark again so I dropped...

This is the first review I've ever written about a place of business, but Shane Co in Woodbury, MN so thoroughly impressed my girlfriend and me that I decided to leave an endorsement. We visited several establishments over the course of our search for an engagement ring, but it felt like going through the motions after interacting with the knowledgeable, professional, and kind staff at Shane Co. One of the things we appreciated most about the company is its lack of commission based sales personnel. At no point did we feel pressured, but rather we felt prioritized as honored guests. My girlfriend and I initially went together and worked with Margie, who is an absolute gem, as we looked at settings/bands and eventually diamonds to complete the setting. She spent about 2 hours with us, and never pressured us once to make a purchase and simply helped us find what we were looking for. I ended up returning alone to Shane Co. at a later date because I knew this is where I would buy the ring. No other place gave me a feeling of confidence and excitement about purchasing ring like Shane Co did. Margie was incredibly helpful and reasonable during our discussion about pricing options. Once I decided on the setting/band, she worked with me to find a diamond that was both beautiful and within my financial capabilities. Though the engagement ring at initial pricing was slightly higher than the competition, I know that Shane Co's unparalleled warranty will end up making this purchase comparatively inexpensive over the life of the engagement ring. I had to check several times with Margie and online to confirm the warranty, as I did not believe it initially. They will service the ring absolutely FREE... forever. Even if the center diamond falls out and is lost, they will replace it free of charge if we bring in the setting/band. The only things they do not cover are loss/theft of the entire ring. My now FIANCÉE and I are comprehensively satisfied having done business with Margie and Shane Co, and we look forward to working with them in the future.

P.S. I was so impressed with the establishment overall that I connected Margie/Shane Co with a good friend who ended up purchasing an engagement ring from...

Part of me really wants to continue going with Shane Co but our experience of getting a custom setting for a diamond I already purchased has been pretty lousy.

My girlfriend and I had made two trips there I believe in the fall of last year. We had discussed some things with a few of the employees. We ended up buying a diamond online but wanted to have a custom setting/ring done with Shane Co and was told to bring the diamond/specs so they could check if they would be willing to work with it.

I brought it in around Christmas, and was told "Now is not a good time. We're super busy." Look I get it, I wasn't going to buy something that day, but I'm still a customer looking to have something made which I WILL pay for when it's ready. Eventually, they took the specs of the diamond and what we wanted the ring to look like so we could get a quote. 3 weeks later, I was e-mailed asking to come in for some clarity. I went in to clear any questions up. Another 3 weeks later, I wonder what's happening, and I reach out, and am told the vendor is closed for the month of January. That would've been nice to know. So here I am, almost two months later, and finally I get the e-mail that the mock-up is ready for viewing. Except the photo cannot be viewed in the e-mail. And the employee is now gone for 4 days. I called in and spoke to someone who literally had no idea what I was talking about. They said my account hasn't been updated with notes in 5 months. I asked if they could reach out to another employee that was CC'd on the e-mail who I've worked with and again was told, "we're super busy, I don't know if we can get to it."

Lack of communication, delays, and being treated as though I am not worth their time is how I have felt during this process. I really don't want to be writing this review, but I felt the need to share as it's really a shame that I have seen other customers receive what appears to be white glove service, only for me to be treated how...