WOW, I really thought that this only happened to me...Shane Co's "Lifetime Warranty" is a BIG LIE to get you to buy from them. It's sad because they're suppose to be "OUR FRIENDS IN THE DIAMOND BUSINESS" according to their commercial.
About a year and half ago the diamond on my ring chipped so we brought it back to Shane to get it replaced because according to the warranty and the website info, Shane Co should replace the diamond. We were told that they will not replace it bec it did not fit the warranty and was told that we can upgrade to a bigger diamond or another diamond just as long as we paid a dollar more. So my husband decided to get me a bigger diamond, which was the biggest mistake ever! Since this was a bigger diamond, Shane Co should have cast me a new ring and would have had to change the prongs to accomodate the bigger diamond.
About 4 weeks ago on a Saturday morning, I went to put on my ring and found that the diamond and the prongs are missing. The prongs were still attached to the diamond since the whole thing broke off. We drove 45 miles to the only store they have where I lived that saturday morning. I had all my documents from the purchased and I always took my ring to get it inspected as they suggested. The last time I took it to get inspected I was also told the same thing, that I did not have to bring my paperwork. When we arrived the store manager was not there so we spoke to an office manager who told us that they have never seen a situation like mine where the prongs and the diamond broke off. She also said that the assistant manager said the same thing. At that time she offered us a replacement and they would go half way. I did not take that offer because this was not any of my fault, it was poor workmanship on Shane Co's part. So she told me that she will have the manager look at the ring on Monday morning and will give us a call ASAP. On monday afternoon we had to follow up bec we did not get a call, again we were told that they would call us back which they did but this time according to the Store Manager they will not replace the diamond because it was not a "Manufacturer's Defect." At this point I was very upset and disappointed that they could say that.
On Tuesday we went to the store to talk to the Store Manager but it didn't do us any good because she was very firm in saying that it was not a manufacturer's defect. She said the cause of this was due to a "force, " I asked her to examine my fingers and hands because if it was a force I should have felt it and they could see that my hand was fine, no scratches, bruises, etc...She then go on to tell me that it doesn't have to be a strong force, it could be a "tap" that I wouldn't have felt. That was the lamest excuse ever! So we asked her about the "lifetime warranty" she pretty much said that they don't cover "loss diamond." She also had said to us that they consider everyday wear and tear "abuse, " who in their right mind would say that everyday wear and tear is abuse! She then told me that she would like to take care of me bec they value me as a customer so they will sell me a replacement diamond at their cost! She gave me the amount of "their cost." She must think people are dumb because there's no way that, that was "their cost." I was very firm to also say that they need to replace it because it was a defect that cause this, it was definitely poor workmanship which by the way they also supposedly guarantee. I wanted detailed answer so we started asking her for details, she must have gotten overwhelmed by our questions because she could not answer us. So all of a sudden she stood up and said "obviously this conversation is getting intense, " then walked away!!! I was stunned, the whole thing happened so fast that I did not have time to react! She should be fired for treating people that way and she definitely should not be a manager if she can't handle it.
As soon as I left the store I went to get 2nd and 3rd opinion from other well known jeweler. Without telling them what had happened, one of them told me that the first mistake was the way they set the diamond and that there was not enought material to hold it together. The 3rd jeweler told me that there were bubbles and holes in the area were it connected which indicate that it was definitely a defect and poor workmanship.
I encourage you to go through your Attorney General, BBB and depending on the amount I was told that you could go to Small Claims Court. In addition to the Attorney General, I have seeked legal advice and will if I have to seek the help of our local media. I was told that if there were more than 10 people who were not granted the "Lifetime Warranty" that it may warrant a Class Action Law Suit. A lot of people don't pursue it because it does cause a lot of money to go after a big company. Even if we don't get my diamond replace, I will make sure that I write and tell everyone that I can reach out to about how Shane Co treats their customers and their bogus claim of Lifetime Warranty!