I have done a lot of business with the Shane Co off Arapahoe Rd in Greenwood Village CO. I have spent over $10K at that store alone.in addition to fashion jewelry, I have purchase a 1ct diamond setting. Later I traded up that diamond to a 1.87ct diamond. A few months ago my diamond fell out while playing with my kids (the 1.87). I took my (empty) setting to my regular sales guy and he was working with me on getting a new diamond in from online (at no cost to me). Then all of the problems started. I came back a week later to check the status of my NO COST REPLACEMENT / WARRANTIED diamond. Well, it turns out that my regular sales person no longer works at that store. I then showed my EMPTY mounting to a different sales lady in the hopes she would help. She stated that the diamond most likely fell out because it was not set properly ie. The head/prongs could not hold it. However, she did not loop the setting etc. Next she proceeds to tell me that she will NOT replace my approx. $7k diamond as it does not fall under the warranty. HUH? I thought they (the Shane CO) had a lifetime warranty. I felt upset and humiliated as if she just did not care. Next, I faced major health problems. Thus I have not been able to deal with this (ring) situation for the last few months. Also, In the process of health ups and downs I lost my mounting too. I totally take the blame for the missing mounting, and I will assume financial responsibility for a new one. NOTE: I did NOT loose the entire ring at once. AND remember, 2 sales people examined my EMPTY mounting prior to me loosing the mounting. To date I have been speaking with Mike the manager. At first he stated that he would give me a "discount." Huh? I WANT my diamond back (isn't it under a warranty?). Soon I felt like a discount was my only hope. I threw up my hands and finally came in to the store to explore this "discount." I feel so beaten down by this entire event. THEN today, the plot thickens: Now that I am finally well enough to complete a new transaction, (discount) and have a ring again -Mike has decided that I can come in and PAY OUT OF POCKET (FULL PRICE) for a NEW ring in total! What??!! It was also explained to me that Mike feels as though they (the store) already replaced my 1ct stone once (that was the one I TRADED UP WITH). NOTE: I never LOST a diamond before the 1.87ct fell out. The 1ct WAS EXCHANGED (with in 2 days of owning it) because a chip was found in it. I even have a receipt saying ECHANGE NOT REPLACEMENT. NOW I feel like they think I am some sort of magical diamond crook or something. I am highly INSULTED and just as DEVESTATED. I have looked for the terms and conditions of the Shane Co "Lifetime Warranty, " but I can not find any in writing. So I guess they fulfill the warranty for some and not for others - With no rhyme or reason? Truly, I have done NOTHING wrong (contrary to the way that the staff is making me feel). Secondly, I have spent sooo much money there (at Shane CO). I would think that at least I would deserve some non stressful customer service and RESPECT. Since I have hit this LARGE road block (The one where they will basically not work with me at all - Unless I PAY OUT OF POCKET) with the store I am loosing hope that I will ever have a wedding ring again. I am simply disappointed and sick to my stomach. If someone from the Shane CO reads this PLEASE HELP! I will also file a report with BBB. I am sickened by these empty promises from the company, and more.
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