Post # 1
*This is my first post on Wedding Bee 🙂
I have read so many great reviews on these boards about Shane Co. When FI and I looked at rings together (before we he proposed) we went to Shane Co and had a great experience, but, I have to tell you, I just had a very frustrating experience.
The ring FI ended up getting me is part of a set with one matching band. He wanted to get me two bands so he special ordered the second band, based on the advice of his sales rep. She picked out the matching band and ordered it for him. He ordered the rings three months before picking them up. When he finally picked them up in the store he noticed that the ‘matching bands’ were different – one had a curve to it while the other one did not. When you put them together with my ring you can tell – one hugs the e-ring while the other one sits away from it slightly.
FI took all three rings home that day because we were flying out to Hawaii the next day and he was proposing on the trip. The sales rep assured him that he could come in after the trip and exchange the ring so they would match. I went in today – after another phone call assuring him that the exchange could be made – only to have them tell me that since he ordered the rings in September that we couldn’t exchange the ring for a matching one, even though he didn’t see the ring until December. The sales rep told me that I had two options:
- The jewelers could straighten the curved ring. Then I would have two straight wedding bands, but the diamonds would not match up. You would still be able to see a difference.
- Pay out of pocket for ANOTHER ring
I didn’t make a decision and brought home both rings as I didn’t feel that either option was a great option. I’m very frustrated. He bought the extra ring because they said it would match, when it didn’t they told him we could bring it back, and now they’re saying we can’t. Has anyone else had issues with Shane Co.?
FI and I are going to go back together to see one more time if there is anything that they can do. I will keep you posted…
Post # 3
Thanks for letting us know about your experience. This doesn’t sound like our typical response in this scenario, so I’d love to do some more digging to see what happened and do everything that I can to help fix the problem for you. Would you be able to send me a bit more detail on what happened? You can reach me via email at [email protected].
Thanks and I’m sorry for the inital problems!
Post # 4
That’s crappy! Hopefully they will help you resolve it since it sounds like they are in the wrong.
Post # 5
@zackmarriesamber: Wow, impressive that Shane Co found you! Honestly I’ve had an amazing experience with them, and with their reputation I’m sure that they will fix the issue for you. It was probably a clerical error followed by someone who was more strict on rules than customer service, so I hope that things get fixed for you! 🙂
Post # 6
@aranel1002: Yep! That’s the kind of merchant response I like to see. Not at all defensive or blaming the customer, just “let’s fix this”.
OP, I hope your problems find a resolve!
Post # 7
Hi all – I wanted to give an update!
I returned to Shane Co and was able to speak with the original sales person that FI worked with. She was very nice, as was the other person assisting me that day, and they were able to come up with a solution for me. The set that I have comes with the curved band, and the are no longer making that set with the curved band – they are making with a straight band, which is probably why I ended up with a straight band when they ordered the matching band. They offered to get me the ‘new’ style so I would have two matching straight bands. They had to swap out e-rings to keep serial numbers together – hey, whatever you have to do. I’m just happy that I have my matching set!
I have to say that I’m happy that we went with Shane Co. I was frustrated at first, but since that day the customer service has been great.
Post # 8
@Shane Co.: Wow, I’m impressed that you found this post and followed up! Thank you! I’m very happy now, and love my Shane Co. ring 🙂
Post # 9
@zackmarriesamber: We’re just happy that you’re happy. That is truly what matters to us. Congratulations!