ComplaintsforShane Co.

• 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,
  
  ***********************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning of January I went to ShaneCo to purchase a new wedding band to match the one I already had. I asked them If they had the exact one and they said YES. I paid 735$ and a few days later went to pick it up. I noticed that the bands weren’t matching, so they told me that the band I had has been updated, so although the one I bought last was similar, it wasn’t exactly the same. I got frustrated because that wasn’t what I was told, and they said they could send my original band to their manufacturer, so they could cast a new one just like the one I already had. They told me it would take 4 TO 8 WEEKS, and that the DUE DATE would be MARCH 13 (I even have a paper they sent me that says that - see picture below). As the deadline is approaching, I called them to see if everything was ok, but they told me that the ring would actually be ready on APRIL. I was chocked because nobody informed that, and if I hadn’t called, I would get there on the 13th and have a huge surprise. I talk to a few employees who told me they would try to get the ring to me earlier than April, but so far I just have promises. I also saw reviews of people who had similar situations and shared on Shane Co facebook page (see pictures), which makes me worried. Please help me get my rings back and safe. They keep telling me that I will be happier with the results if I wait, but I’m not happy at all right now and I’m really afraid they will ruin it! I am also graduating soon, and really want to have my rings in my graduation pictures.

  Business response

  03/14/2022

  Our Store management team reached out to Ms. ******* on 3.8.22 in regards to her special ordered ring. Originally the ring did have an eta of 3.13.22 however the over seas vendor had extended the due date until mid-April. Come to find out, the vendor was able to complete the order more along the original timeline and the ring has been completed in time to meet a deadline of 3.18.22. The ring will be received in the store this week, and Ms. ******* will be called as soon as the ring arrives in store so we can set up a same day shop job to get it soldered to her existing ring. Upon hearing this information, Ms. ******* was very grateful for the phone call and will continue to shop with Shane Co.  She was mostly frustrated with being told time frames and not having them held up. This complaint is resolved.

  Customer response

  03/17/2022

  
  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. They have also completed the job by March 18, and I am satisfied with the results.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ring from the Shane Company with a Visa gift card as surprise anniversary gift. My wife didn't like the quality of the stone, so I contacted Shane co to exchange it. The rep that was supposed to be helping me never emailed me back. So I put it in for a refund so we wouldn't be stuck with a ring she didn't like. I called Shane Co and told them it was purchased on a gift card that I no longer have and that I would need them to issue my refund to a check. The rep said they would call me when they receive the ring to refund my money. No one ever called me, so I reached out to Shane co via email and the guy told me they refunded it to the gift card and they couldn't refund it any other way. I called visa and they can't do anything to help me. The rep says after 30 days if the money is rejected they will issue me a check, but this is not how that works and this tells me they could have issued me a check in the first place. Now I have No money and No ring. I want my money back!

  Business response

  09/24/2021

  At Shane Co. we accept VISA as a form of payment. We follow all best practices per VISA guidelines and regulations and do refund per these regulations. As part of the VISA regulations they require that we do refund back to the original card used in order to properly credit the card in which the purchase was made. In this, when a customer uses a VISA gift card, our system recognizes the card as it would any other VISA credit card therefore the credit does go back onto the original card used in the purchase. In the case of Mr. *******’s purchase, we gave him the ARN (tracking number) for the return funds that were going to go back onto the original card as well as the VISA support number to access the location of the funds. After he spoke with VISA, Mr. ******* stated he was unable to receive back the funds originally used from the VISA gift card and he no longer had the card that he used for the purchase. We (Shane Co) also tried to reach out to VISA and try to assist in the refund of the funds. This was to no avail. Given the outcome from the communication that was had all around, we decided to go ahead and refund the monies to Mr. ******* via refund check which was sent out to him via ***** on 9.22.21. Thank you.

  Customer response

  09/24/2021

  
  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,
  
  ***** *******

*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. ↩