KAY Jewelers — Local services in Robinson Township

EDIT- The manager reached out and is working to remedy the situation. Will continue to update but happy with the current resolution!

Caution for custom designs

They are NOT guaranteed to give you what they show you - once it is in, its too late. They won't fix it even though you spent 10k+. I had a 3 ct diamond that I took to Kays at Robinson Mall to use in a custom design. The process was easy BUT the ring I received is not what was discussed nor what was shown on the images and the mold. The band was based off of a band they had in stock. He put the diamond specifications in exactly as they were and said he would be attaching that band to the design so they knew exactly what to mimic. The diamond halo he drew out to exact measurements to show me what it was down to the millimeter. He showed me rings in store with those size diamonds in them also so we had a solid visualization of what we were creating. In the images and the mold cast they sent, all seemed to be well. It looked like it would be exactly as discussed. It wasn't. The round diamonds in the band are much smaller- completely different sizes than the band we chose- and the halo is also smaller. I had even confirmed when looking at the images with them that they would come out the sizes we saw and he assured me that everything he was seeing was correct. I remember him even double checking the measurements they had included in the behind the scenes documentation he has access to throughout the process. Its like they cut costs where we wouldn't be able to tell on images and molds because they knew once customs arrive in store, they're non refundable. The employee even acknowledged looking at images of the design and mold that it WAS different but offered no resolution other than make another custom or trade it in BUT I'd be required to spend double the amount to do so. He said he couldn't tell us why it was different but apologized for it regardless. I don't want anyone else to be stuck spending the amount of time and money with high hopes only to be scammed by a lock tight 'no refund' policy even though you don't get what was promised. It should be illegal, honestly.

Photo attached of the band we based the design on and photo of the band they gave. One is not like the other.

EDIT for reply: I repeatedly said at pick up that it was different and NOT what I was expecting but Shane and two other employees just kept telling me how amazing it was and it was the most beautiful ring they’d ever seen. It didn’t matter how many times I said it was different than expected - they wouldn’t acknowledge it. I left feeling extremely dismissed. I was dealing with grief and had no energy to fight being gaslit. It took a year of healing for me to realize how unfairly I was treated by the store and that they truly should have given me time of day rather than shutting me down with their enthusiasm. I didn’t include this in my original review because I didn’t want to cause issues for the employees involved. My goal was never to cause issues for employees but to protect others from this happening to them with such a large amount of money on the line. Had a resolution been offered when the issue was brought up in store a year ago OR in store last week, the word of caution wouldn’t have...

Today made me and my three year old realize that our skin color can make people treat us differently. It made Prejudice a reality in my world, I born and raised in Pittsburgh and I never been through this.*THIS IS ALL ON CAMERA AND THE FOOTAGE WILL BACK UP MY STATMENT. 6:09 -me and my daughter left the banter kiosk and walked to Kay jeweler’s over the opal selection. My husband has bought me a gold opal bracelet from there for my push present in 2021. I seen a similar one on social media, I had already called this morning inquiring about the bracelet and was told to come in. When we were standing there waiting nobody said anything to us but I didnt think anything of it because both sales reps were helping others. 6:15-me and my daughter start to walk around and look at other products, waiting to to be seen. A white couple walks in and the assistant manager says hello. I think why didn’t she say anything to us so I walk back over to the opal section, that’s directly in front of her. 6:17- another white couple walks in she say hello to them so I say excuse at least three times. Loud enough that the two couples look back at me she says nothing. At 6:20 she tells the first couple how can I help you and set up a repair appointment. As I have not been standing here with a hyper three year old ,she seen and heard us.Rebeca finished her clients, comes over to me and I explained what just happens. She gives me the manger card and explains the sale their going to have this Friday. I call my sister at 6:31 and explain what happened to make sure I wasn’t over reacting. In conclusion, she over looked me for the reason or skin color, the way I was dressed or anything that fits but she Deliberately over looked me and my child and decided to not speak to us but to other . She decided to help other and not us on purpose no...

Kay Jewelers at The Mall at Robinson, Pittsburgh,PA made me bring my crazy out! I’m not gonna bore you with all the details….. Jenna the sales girl was FABULOUS. Truly personable and knows her stuff. She’s a true professional. Shane Cole the general manager handled my crazy nicely and let me rage until my husband ended up dragging me out of the store. The problem began the night before when I went to pick up my earrings and my name wasn’t on the authorized pickup list. The salesperson, an older long gray-haired woman with glasses, I’m told her name is “Brenda”, but I can’t be assured that’s what it is since she never bothered to introduce herself; she was too busy looking down her nose at me over her glasses and puckering her mouth as if she couldn’t be bothered to go in the back and grab my earrings. She, “Brenda”, treated me like I was a common criminal when she realized my name wasn’t on the authorized pickup list. She grabbed the bag with the earrings off the counter and held it against her body; like I was gonna steal my earrings and run out the door. I understand a store policy, (even if I don’t agree with it). Brenda refused to work with me to try and resolve my issue, wouldn’t look at my email, the order number, or look up a purchase from a few days before that my name was ON the authorized list (the matching ring for the earrings I was trying to pickup). Moral of my rant…. If you go into Kay Jewelers at The Mall at Robinson, Pittsburgh, PA and a long gray-haired older sales woman “Brenda” wants to wait on you, DO NOT LET HER! PLEASE, PLEASE wait for another sales person to be available. DO NOT LET THIS WOMAN EARN A COMMISSION ON TREATING YOU LIKE A SUB-HUMAN, THE WAY SHE TREATED ME! ...