Robbins Brothers Fine Jewelers — Local services in Torrance

Robbins Brothers successfully lost our business.

We made our second visit to the Torrance location on 11/29. Our first visit had been wonderful. The representative we worked with was patient, low-pressure, and knowledgeable, and the selection was huge. We found a few rings we liked and he created a profile for us saving what we had picked out.

After that first visit, we visited other jewelers, but the selection was not as vast, and we didn't find anything we really loved... until I fell in love with a specific ring at Tiffany's. We believed we could find something similar with a more reasonable price tag at Robbins Brothers, so when we walked in we were hoping to update our profile with a new selection, and my partner would go in alone to make the final purchase. The sale was theirs to lose.

When asked what size diamond we were looking for, I said at least 2 carats. When asked about a budget, we told them we didn't have one. The saleswoman proceeded to try to talk me into a smaller diamond, as they are cheaper. I'm not sure if she did not believe that we could afford what I was asking for, but it was very off-putting. She brought a 1.6, 1.75 and 2 carat diamond for us to take a look at, and pushed hard for me to get the 1.75 instead of 2. Why?

She then went into a canned spiel about how their diamonds are better than online diamond retailers, and went as far as to google some online retailers with us in the room. At no point did we indicate that we intended to purchase a diamond elsewhere, and the defensiveness of the explanation set off red flags for us.

Then she created a new profile for us rather than finding our existing profile. I do not know if this has any commission implications, but it felt a little shady. The system was also customer-facing but referred to us as "leads" and "opportunities" and while I fully understand the nature of this relationship, I found it tacky to have that kind of language visible to the customer.

Next came the high-pressure sales tactics. We were being pushed to make a purchase that day, when we made it clear from the start that we simply wanted to get everything picked out, and my partner would be in in the near future to make the actual purchase. She repeatedly brought up financing though we told her that we do not need financing, and that we could absolutely make a purchase today, but that is not what we want to do. She left the room and sent in someone else who asked me to leave while she spoke with my partner. She reiterated to him that their diamonds were top quality and again pressured him to make a purchase that day. At this point we were both just ready to leave.

Needless to say, we have now made a...

I visited the location in Torrance on Hawthorne Blvd. multiple times on my travels to the area for other reasons. I had been a customer of the Woodland Hills branch since 1998, an awesome location.

The Torrance store is very unpredictable in terms of customer service. I have every piece of paper given, diamond warranties, peace of mind, and every receipt going back 20+ years. I sat with Elizabeth in November with 4 pieces of 10 with me on hand for over an hour going over paperwork. 1 being my 3+ carat wedding set, I wanted resized. She was kind and willing to help. When I returned in January as per our conversation as I traveled a 2000-mile round trip, I made arrangements ahead of time with her specifically to resize my ring. When I showed back up, she was rude, talked down to me and could not find my peace of mind policy for 1 part of the ring, which allowed for free sizing of the ring, the reason for my return. She handed me the ring sizes suggested 7.5. I told her we discussed 7.25, and she said, "Well, that's up to you." I wanted her input, not the attitude. After telling me in November not to worry she wrote up all the inventory numbers, and there would be no problems upon my return. She stated, "it was obvious I had spent a lot of money with the company." All three aspects of the wedding set, the diamond changes, and peace of mind policy on each piece were confirmed. Not upon my return, it was like starting all over but with someone who didn't want to give me the time of day. I was not a "money" customer, and I was irritated by the complete waste of my time from the November encounter. I even spent time looking at making changes to the set. Which is where I met my second rude associate. Instead of sticking to what I had already mapped out with Elizabeth in November, the associate I was handed off to wanted to reinvent the wheel, spending more money on gold and labor.

Frustrating. I have stuck with Robbins Brothers because I trust them with my jewelry. This location I believe is more about the dollar bills and less about creating lasting...

I am updating my review because the sales representative called me personally and apologized. The person was not having a great day. Not many people apologize for their wrong doings and I truly appreciate the persons extra mile. I have erased the persons name out of courtesy. I will still be keeping the original story up but changing my stars.

I’ve been a customer for 7 years and they have lost me as a customer!! I’m literally in the parking lot waiting for my items. I’m too upset to leave until I get my items back. It’s Father’s Day and the rep is terrible at customer service talked down to me. Telling me that my peace of mind was entered incorrectly and will fix it this time. I’m appalled at the customer service how is it my problem that their associates entered my information wrong ?! I paid for everything. person was annoyed I didn’t have my pamphlet I called in advanced to make that was ok, person said it was ok they can look me up. Now the person told me if they are any diamonds missing from my wife’s ring that I will have to pay out of pocket because I waited too long to come down for a cleaning. It was covid for an entire year ++ then person said they were open. Sorry person I have a newborn I wasn’t going to risk going to stores when I have a young baby at home it wasn’t essential to come get a cleaning. Then person said I could have mailed it. Mailed expensive diamonds in the mail?!?! Have they lost their mind?! While I remember when I was going to the store everyone was so friendly and even a lady came by that hasn’t been at the store for 10 years and they accommodated her and didn’t give her any problems no restrictions. I can’t believe this person. needs to be replaced. Or re-trained because of I will this person l no longer be shopping here. I will also be telling my friends and family to avoid this company..and I will also be reposting this review to any outlet that lets me post this. People need to know how horrible customer service is treating their customers after such an awful...