ComplaintsforShane Co.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/17/24 I ordered bold daily hoops , prior to ordering I called on 3 diff occasions to confirm weight of earrings which was supposed to be 4.5grams as well as width since that was not posted in description. Each time I was assured they weighed 4.5 grams and were 2.4mm wide , I received earrings and one had smaller opening and only weighed 3.3 grams as a pair , I talked to customer service and was sent a return label and was assured theyd make sure replacements were perfect and correct weight . They stopped responding , then a manager contacted me to explain there was a mistake and the earrings only weigh 3.3 grams but hed seen what the weight was supposed to be himself . I did eventually get a refund however was told theyd do what they could to make this right - so ****** is mamager I was speaking to name - tells me he can get me the correct weight - if I pay 1020. Plus tax , the original amount I paid was 563. Which included tax , I do not consider giving me double the price to get the weight I was assured I was getting the 3 times I called as well as the description online states - thats not making a single thing right .

  Business response

  07/10/2024

  We have been in contact with **************** and are currently working with her to special order a pair of hoops to match the incorrect weight stated on the website. We are working with the earring vendor to ensure that everything is perfect for **************** as far as the style and weight is concerned. The new pair of hoops earrings will be priced in accordance to the first pair of earrings she purchased; no more out of pocket cost will be required. We are committed to making this right for **************** as we value her as our customer now and into the future.

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although the process is supposed to take approx a few weeks , Shane co  has taken all the actions requested (special ordered earrings the weight I initially expected and matched same price as original price paid)   Im happy as well as appreciative theyre doing everything in their power to make this right. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 2023 I went in to have my ring checked and cleaned,during the process I was told that my diamond was cracked and needed to be replaced. This seemed to be going well, they had a limited number of comperable rings and I felt high pressured to choose one. My set had a wrap that was not purchased at Shane,it was not damaged. Well they replaced the ring and from the day I got it back I was not happy with this new diamond. I took it back as during the process of remounting the ring they left it almost impossible to clean.As theyconvinced me to get 6 prongs to cover the imperfections that my prior ring did not have, I asked to go back to the 4 prongs because it looked filthy and 4prongs make it easier to clean.I picked up the ring and the shank feels like it is made of paper it is so thin, I am afraid to wear it. In the meantime they tell me this ring did not have a **** it did, they took it from me when they replaced the new diamond.They make me feel they are doing me a favor.They are giving me a ring worth the same amount of money I paid for it 17 years ago, which with appreciation makes no sense to me at all. I am very unhappy that when I go in I have to go over all this again. I asked for a explanation of all of this due to the fact that the ring is insured and I am considering making a claim.They hand wote a statement on my receipt.They can't find my *** that I gave them and are claiming it wasn't certified.The original ring i purchased was, and they convinced me to upgrade the stone a few months after purchase in 2007 gave me new *** and took *** when they upgraded my stone this time,they have not even a drawing of my old stone. I am getting a lesser ring no matter how they try to tell the story.I want my ring in the same condition that I purchased it.I am tired of dealing with them, every time I get my ring back it is in worse condition. This has been a nightmare,I hate to deal with them at this point,I want my ring fixed.They have no pic of my broken stone.

  Business response

  06/14/2024

  Since filing this complaint we have reached out and met with *********************** in regards to the quality of the warranty replacement and current condition of her rings. *********************** met with our Operations Manager at the store and viewed a number of other diamond options as possible replacements for the center stone she was unhappy with. After meeting with the manager and having a lengthy discussion regarding the quality of her current diamond, *********************** decided that the diamond replacement was a fair replacement and would keep the current diamond. The store did exchange out the ring portion of her solitaire ring due to the thinness of the ring and we are adding gold to the wedding band that was not purchased from us originally. *********************** was happy with the solution provided and will be picking up her completed ring next week.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took our ring in thats supposed to have lifetime warranty on it. ***** the person that helped out because the ring had an issue within the last month (reason we brought it in) wanted to charge even though it was supposed to be covered!! If it had no issue Im sure it would have been fine, but because the main stoke was loose there was a charge. We hadnt had the ring in for a bit because they told us last time we were in that the warranty would still be honored even if we didnt bring it in, they never should have told us that if they are going to change their mind when its convenient for them. The prongs were exactly how they were when we got the ring except loose, ***** made up things saying they were warn down, Im curious why I got a ring with warn down prongs to begin with or is that just part of their money extraction with the fake warranty? Like I said when we were bringing the ring in every 6 months, they said thats not necessary There wasnt a problem with the ring until now, it got snagged on something and loosened we bring it in and their story changes. Not happy!

  Customer response

  02/29/2024

  Our complaint has been resolved with a pending refund of the charges that were in error from Shane Co. 
  

  thank you for your help in getting to the correct understanding contact in the company. We feel this is a fair outcome and are happy its been resolved. 
  

  ****

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have taken this ring in about 15 times since date of purchase and have been experiencing nothing but problems from the very start. The staff always ensured us that the ring was going to be fixed properly and it never was. They replaced the entire ring before and still had nothing but issue with that one. Now they want to replace the entire ring again and we are exhausted of dealing with this ring now. The current ring i have they bent the halo on trying to replace one of the side diamonds and they also saudered off the prong that hold the center stone so that it would be alligned properly like how the old set was. They replaced the prong because everytime they would try to set the diamond in the original it would not allign properly and snagged on everything and looked very dull. Overall this current ring is demolished from the jewlers repair work and is not fixable at this point. They offered to replace the entire ring bands again, however we are requesting a full refund so that we can take our business elsewhere and not have to deal with countless warranty issues.

  Business response

  09/05/2023

  After researching the history that **************** has had with his purchase, we decided to honor ******************** request for a refund. This was completed on Thursday, August 31st. Thank you. 

   

  Customer response

  09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is about their one-sided policy that favors Shaneco and not the consumer towards a person who is gifted a Shaneco product with a defect seeking a simple exchange. I am the recipient of a pair of black ***** earrings that does not match being that one ***** is teal green and the other ***** is charcoal. I was told that without the buyers information, they cant be exchanged even though this product is uniquely designed by them and brand new, never taken out of the box. I believe that I shouldnt have to give the purchasers information especially a person I am no longer associated with. I was told by their website team that they would have to assume that this is a third party transaction without purchaser information. This violates my privacy. Their reasons also change depending on who you talk to. One person said they simply dont take back *****s. I was asking for an exchange so I could wear them. This is simply not right! I originally sent an email to *** Shane on their website only to be redirected to their customer service web team! Unbelievable!

  Business response

  06/30/2023

  As was stated to her when she was in the store, we would be more than happy to take care of ******************************** request of an exchange, however, we cannot do so without knowing the purchase history of the earrings. **************************** did not have any paperwork with proof of purchase with her, nor would she give us the information we need to be able to verify the proper information in order to go down the path of exchanging the item for her. Given she is not the original purchaser, we would not be able to refund the purchase, just exchange. This is not in an attempt to contact the original purchaser, just for us to verify it in our computer system. If **************************** can provide the original purchase information for us to verify we would be more than happy to get her taken care of.

  Customer response

  07/01/2023

   
  Complaint: 20176858
  
  I am rejecting this response because:
  The proof of the item is the item itself. I was told that Shane ** would have to o make an adjustment on the buyers ac**unt which is not okay with me. I simply asked Shaneco to offer me an even exchange since the set of earrings are not matched because of the **lor differences in the pearls. One is char**al gray and the others is dark teal green! Would you wear mismatched earrings? I have been given the run around including being told to go to one of their stores only to be told upon arrival that they dont take back pearls! This companys policy is geared to only protect themselves! I wouldnt buy a gift for someone from Shaneco because of this!
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had to have this ring stone set 4 times and it needs to go in for the 5th time now because the head of this ring is not set straight once again. I am unable to wear my engagement ring everyday day. The sapphire in the ring is of poor quality and it doesnt ever shine. They are so rude when Ive had to take it in and have it reset. They act like Im hard on the ring however I never wear it unless I go out. So there have been 0 times that my mom or grandmother have had to have the stone set in their engagement rings. Im so sad that I waited 48 years before marrying and I cant even wear my ring everyday and when I do it constantly dull. Im so disappointed in my whole experience and the customer service is beyond poor. I will never buy anything from here again.

  Business response

  04/13/2023

  Since receiving this complaint, we have called and left multiple voicemails as well as sent ********************** an email asking to speak with her and work out a resolution. She has not responded to any of our communication attempts to allow us the opportunity to do so. We will continue to reach out as we do want to do what we can to restore her faith in our company. Thank you.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was in the store on 3/13:SHANE CO. *********** ********************************************************************* ************** Trans #: ********** Associate: Royalle *********** Service was great, the problem is when attempting to pay, I was asked what form of payment I would use. I was told that for a digital payment (Apple Pay), I had to present the physical card. I told the cashier I did not think that was correct, but they insisted that was store policy. I had the present my physical card along with my Apple Pay.I was not provided with an itemized view of the charges until after the payment was accepted and the final receipt was provided.Also, I was not offered the option to pay a deposit, or half now and payment on delivery. I paid the total amounts ($6000+), for the final product to be available next week.I did return the next day and talked with a manager. They were not aware of needing a physical card and would follow up with the manager of the cashiers.I would like my payment refunded until the product is provided.

  Business response

  03/28/2023

  We are very happy to hear that the selection process for **************** purchase went very well and he had a wonderful experience with his sales representative. Unfortunately, we want to apologize for the experience he received when attempting to close out his purchase. When interacting with the customer service associate, she was unaware of the process as it relates to taking Apple Pay as a tender given she was relatively new to position. This was a training opportunity and subsequently management did cover this  with her so she is aware going forward on the store policy as it relates to accepting this method of payment. When making his purchase, ************ should have been provided with the total amount to be tendered along with the payment options associated with the purchase. That is standard procedure and we apologize if that was not the case. The item was going to the shop to be worked on by the jewelers with less than a week turn around time to complete the work. When ************ came back in the store the day after his purchase and spoke to one of our Sales Managers he did not request any type of refund at that time. After seeing the BBB complaint, we did attempt to reach out to ************ to discuss the matter at hand. He then responded that he was out of town and would be in the beginning of the next week to pick up the ring. ************ came in yesterday 3.27.23 to pick up his purchase and left without speaking to a manager. He has stated that he will reach out and speak to our Operations Manager later this week regarding the situation. We look forward to speaking with ************ about his experience and restoring his faith in our Company.

  Customer response

  03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I went to the Shane company store in ************, ** on November 12, 2022. We were looking at anniversary rings. We were helped by **** and decided on a ring. We purchased the ring and it needed to be sized. **** promised us it would be completed by November 16, 2022 at 3 pm. We were given the receipt and left the store. I called the store on November 16th at 2:15 pm inquiring if the ring would be finished as promised. The agent assured me it would be finished as it was already in "quality control". I let her know my husband was driving there and would arrive at 3:30. My husband arrived at 3:50 and the ring couldn't be found. They finally found it at 4:00 and told my husband if he could wait longer until they finished. As we were promised the ring by a certain ************* and were assured it was already in "quality control" at 2:45 , my husband decided to get a refund on the complete purchase. The agent took his card and gave him a receipt showing a refund. On the way home, he received a call from the manager, ********, apologizing and asking him to come back and get the ring. The next day **** called asking too "make this right". My husband called back on Friday (November 18) and talked to the manager, ********, asking where the refund was. She stated it could be there by November 30th. There's no way it takes 14 days to refund a credit card so I called my bank and they stated no refund has been issued. I believe my money is being kept for bonus reasons while $6000 is taking up a balance inn my card that can cause interest. I want my money back ASAP as I never took possession of the ring

  Business response

  11/30/2022

  On 11.16.22 when **************** came to the store to pick up his ring, the ring was still in the shop as it did not pass quality inspection after the jewelers sized the ring. There were a few loose side stones that needed tightening which is normal after a ring is worked on. When the ring was not immediately available, **************** became irate with the staff and demanded a refund on the ring which the customer service associate did quickly for him. His credit card was credited immediately as can be seen on the attached receipt provided by the customer containing the authorization code printed on the tender line. On 11.18.22, **************** phoned the store stating he had not seen the credit to his account yet. We informed him that it can take the bank 7 to 10 business days to reflect the credit on their side of things. Then again on 11.22.22 *********************** phoned stating she still did not show the credit to their account. Once again we stated that it can take their bank 7 to 10 business days to process the credit however we would be happy to reach out to our ********************* to find out any information regarding the credit on our side of things. Upon speaking to our ********************* they verified the credit had been processed on 11.16.22 on our end and provided the *** (tracking #) and the approval number (which was printed on the original receipt) for the transaction. We then called back **************** and provided her with that information so she could reach out to her bank to find out what the hold up was on their end. We have not heard back from the customer since that call.

  Customer response

  11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find some of what was said to be the facts.  Although *************** did not become irate but rather frustrated with the fact the ring was not complete when I had already called to verify it was done.  On 11/18/22 when *************** called in regards to the refund, ******** stated it would credit our credit card by 11/30/2022, not **** days. When I contacted ******** on 11/21/2022, I was told **** business days.  The day after I contacted ******** (11/22/2022), the refund showed up on my credit card. Sounds fishy to me but I'm glad I'm done with this company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The guy advertising this business on spotify sounds like a f*****

  Business response

  09/26/2022

  Thank you ****************** for your feedback regarding our advertising. We will share your thoughts with our ******************** and make any needed adjustments to our messaging. 

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my wedding band and engagement ring to Shane ** on June 7. I paid them $75 each to be rhodium plated and $20 each to re-round the rings, as they had recently become deformed along the side/bottom of the ring. It was $190 plus tax. A week later I went and picked up my rings. I went straight to my husband's office to show him my shiny rings and he asked to look at them. He noticed that the crown was pushed to the side. I took my glasses off and inspected my rings closely and noticed that in addition to the crown being pushed to the side, it was cracked at the base of the crown and there were 3 grooves beside the channel on the top of my engagement ring. I went straight back to Shane **, where I was told they didn't do the damage, but they would fix it. They took my engagement ring back for 2 more days. We went back to pick up my ring (2 hours after the promised delivery time) and were told it wasn't ready yet because they found a crimp in the bottom of the band and they were fixing it. They replaced the crown. It's not centered in the opening. My diamond is set very low in the crown and not straight. The prongs stick up dangerously high. The rings no longer look like a matched set because of all the changes they made. The ring looks narrower because they rounded the edges. The diamonds in the channel look smaller because they closed in the channel. The channel is messed ** in several other ways. The side of the ring is wavy, so my rings no longer rest next to each other like they're supposed to. They offered to add more gold to the sides of the ring to fix it. I've gone to 6 different jewelers to ask about it and they agree that the ring needs to be remade. Shane ** said they'd remake both rings, but they have to be shipped to *** and it will take **** weeks. They will have to use new gold and they plan to replace all 19 of my channel set diamonds. How did a $20 repair turn into structural damage and destroying my ring? Original pics of rings included below.

  Business response

  07/18/2022

  We originally gave the customer two options to resolve their complaint and presented both to the customer. The first was solution was to have our jeweler work on their ring. When the customer was in the store, our jeweler came out to the sales floor to talk to the customer. He told them he could fix the ring in approximately 3 hours. The other option was to place a special order and remake their ring for them at no cost. The customer decided to go home and talk about it and they would let us know. 
  When we hadn't heard back from the customer we called them on July 8th to follow up and see if they decided what they would like to do. They told us they were still talking about it and they would let us know. We still have not heard back from the customer on what they decide.

  Customer response

  07/26/2022

   
  **mplaint: 17485662
  
  I am rejecting this response because:
  When I spoke with six different jewelers about the situation, they all agreed that Shane **'s jeweler's suggestion of adding more metal to the sides of the ring would not restore the ring to the original state. One went so far as to call that a "rookie" solution. They all said that the ring would need to be completely remade to restore it to what it was when Shane **'s jewelers started touching my ring. Shane Co. has offered to do that. However, my rings will have to be sent to Colorado for **** weeks and the only part of my rings that will be returned to me would be the center stone. Every other part of my entire set (even the wedding band) will be completely replaced, gold and diamonds. When I gave my rings to Shane ** in the first place it was for a very simple repair. Their jewelers BROKE my ring in the first place. Then when I gave my engagement ring back to them to repair what they broke, they DESTROYED my ring to the point that I had multiple jewelers saying it wasn't the same ring as there picture I showed them! Shane **'s jewelers had two different chances to work on my ring, and they've destroyed that trust. Twice. I don't trust them for a third time!!! In fact, I'm left feeling very leery of letting ANY jeweler touch my rings. Which is why I made the heartbreaking decision that I just want to get the replacement value and to purchase something different that I KNOW will be perfect. If Shane Co. gets their wish to remake my rings in Colorado, that will tie any necessary warranty work back to Shane Co. We'll have a business relationship forever! I want NOTHING to do with Shane Co., and I don't understand why they can't understand that concept! Let me move on with my life and never have to think about the crappy thing they did ever again!
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩