Has anyone bought from Brilliance.com?

[jeaniefish]

Hi ,
I’ve been through the list ( several times) of recommended venders for lab diamonds. I can’t find Brilliance.com . Does anyone have experience with them that is good or bad? I don’t think that they are brand new ,so am wondering why this company hasn’t received any praise ,or criticism either, from other PS members. I‘m consider a purchase there, so any info, would be appreciated. Thanks in advance!

 

[natasha-cupcake]

This is an old post of mine regarding brilliance.com from 2018. I don't know if they've changed their policy since then but I personally, would NEVER buy from them again, as they burnt me once before.

Be careful with this company. Brilliance.com has a 30 day return policy, but the clock starts ticking the day you ORDERED the ring, not the day you received it. Read the first sentence in the "Returns Process" section from their website, on the screenshot below. I ordered a band from them and they took three and a half weeks to make it and send it to me. I received it on Christmas Eve and was unable to return it in time for a refund just a few days after Christmas when I decided I didn't love it. I assumed "30 day return" meant 30 days from receipt, as is the practice of most decent jewelry merchants. Now, I ALWAYS read the fine print.

I still have the ring from them and I'm highly suspicious that it was not actually 14k gold but only gold plated. I've hardly worn the ring, since I don't like it and yet, the edges have turned a brass-y color. It was supposed to be solid 14k white gold. I know this picture is fuzzy, but it shows the brass-y color I should not be seeing in a 14k white gold ring.

 

[jeaniefish]

Thank you sooo much for taking the time to LMK about your experience. I had a rather pricey lab pink diamond in my order cart but will now be going back there to delete it. This company claims to be a family owned , 35 y.o. Business. Every review on Trust Pilot was glowing. I was ready to buy but thought Id check with other PSers first…always a good idea!
The sales team member “Chase” assured me that the diamond was in stock but side stepped my question as to whether it was actually in their inventory or somewhere else. Also, he kind of pressured me into buying it right now before it got away. 2 red flags right there! Your response seals it for me. I will just go back and drool over the video( probably altered to look like the Graff Pink) and keep looking. Thanks again Natasha-Cupcake.

 

[DejaWiz]

This is an old post of mine regarding brilliance.com from 2018. I don't know if they've changed their policy since then but I personally, would NEVER buy from them again, as they burnt me once before.

I still have the ring from them and I'm highly suspicious that it was not actually 14k gold but only gold plated. I've hardly worn the ring, since I don't like it and yet, the edges have turned a brass-y color. It was supposed to be solid 14k white gold. I know this picture is fuzzy, but it shows the brass-y color I should not be seeing in a 14k white gold ring.

Looks like they have updated their policy: 30 days from the time it ships from their facility:

30 Day Return Policy | Brilliance.com

We offer a 30 day return policy to ensure you are completely satisfied with your order at Brilliance.

www.brilliance.com

 

[Irochka000]

Yes! Ordered lab diamond ring and earrings from Brilliance earlier this year. Absolutely loved working with them. Last week placed an order for a pendant. I highly recommend them.

 

[jeaniefish]

Thanks Dejawiz and Irochaka000. I would feel more comfortable with a return that is 30 days from customer receiving the pkg. instead of 30 days from shipping date, since things can be held up in transit for any number of reasons. But it’s nice to hear from someone who was happy with the buying experience and the actual items. Perhaps I’ll go back and look at Brilliance again.

 

[DejaWiz]

Thanks Dejawiz and Irochaka000. I would feel more comfortable with a return that is 30 days from customer receiving the pkg. instead of 30 days from shipping date, since things can be held up in transit for any number of reasons. But it’s nice to hear from someone who was happy with the buying experience and the actual items. Perhaps I’ll go back and look at Brilliance again.

You're welcome and good hunting!

 

[oncrutchesrightnow]

Yep, ordered from them twice, everything went as advertised.

 

[jeaniefish]

Yep, ordered from them twice, everything went as advertised.

Thanks for LMK. I’m going back to look at a couple of Brilliance stones and really appreciate all the input from other PSers.

 

[SandraLynn]

@jeaniefish totally unrelated to the post but I love your profile pic. Here are a couple pieces of art I’ve had since I was a kid. There were bought from Ethan Allen.

 

[jeaniefish]

@jeaniefish totally unrelated to the post but I love your profile pic. Here are a couple pieces of art I’ve had since I was a kid. There were bought from Ethan Allen.

Hi SandraLynn,
Thanks. Your pictures are very cute. They look like fish from the same “ school” as my mine!

 

[Toby267]

I know this is an old thread, but wanted to share my experience with brilliance.com. Back in Dec, 23, I ordered a 3 carat diamond in one of their plain solitiare settings. I was advised of a $100 non refundable upcharge to add a larger basket for the larger stone, which I agreed to. I returned the ring, and then was told via voice mail that the $510 cost of the solitaire setting was non refundable. I disputed this with Visa; my position is that ordering a stock setting is not "custom". As part of their response to my dispute, Brilliance.com told Visa that I failed to return the ring and claimed I was attempting to commit fraud! I provided my UPS shipping documentation, and printed out the order history from Brilliance.com showing that the ring had been returned and accepted , and also showing the partial refund (minus the $510 setting charge). After providing this documentation to Visa, they ruled in my favor. Check out Brilliance.com's rating on Better Business Bureau before doing business with them.

 

[Jax172]

I know this is an old thread, but wanted to share my experience with brilliance.com. Back in Dec, 23, I ordered a 3 carat diamond in one of their plain solitiare settings. I was advised of a $100 non refundable upcharge to add a larger basket for the larger stone, which I agreed to. I returned the ring, and then was told via voice mail that the $510 cost of the solitaire setting was non refundable. I disputed this with Visa; my position is that ordering a stock setting is not "custom". As part of their response to my dispute, Brilliance.com told Visa that I failed to return the ring and claimed I was attempting to commit fraud! I provided my UPS shipping documentation, and printed out the order history from Brilliance.com showing that the ring had been returned and accepted , and also showing the partial refund (minus the $510 setting charge). After providing this documentation to Visa, they ruled in my favor. Check out Brilliance.com's rating on Better Business Bureau before doing business with them.

WOW the audacity. Glad you were able to get your money back.

 

[Mjay]

I know this is an old thread, but wanted to share my experience with brilliance.com. Back in Dec, 23, I ordered a 3 carat diamond in one of their plain solitiare settings. I was advised of a $100 non refundable upcharge to add a larger basket for the larger stone, which I agreed to. I returned the ring, and then was told via voice mail that the $510 cost of the solitaire setting was non refundable. I disputed this with Visa; my position is that ordering a stock setting is not "custom". As part of their response to my dispute, Brilliance.com told Visa that I failed to return the ring and claimed I was attempting to commit fraud! I provided my UPS shipping documentation, and printed out the order history from Brilliance.com showing that the ring had been returned and accepted , and also showing the partial refund (minus the $510 setting charge). After providing this documentation to Visa, they ruled in my favor. Check out Brilliance.com's rating on Better Business Bureau before doing business with them.

Thank you so much for posting this. That is absolutely ridiculous. The dishonesty is disgusting. I have been toiling with the idea of purchasing a lab diamond from brilliance and almost pulled the trigger today. The setting would have had a $100 custom fee. I definitely will not be purchasing the setting from them now and will most likely look elsewhere for the diamond.

 

[fawndeer621]

My experience has been negative from the start. The option for more pictures and videos upon request was ignored. Chase reached out as a representative and he also never provided anything that I asked for despite contacting me repeatedly...
I ended up making a purchase, but after a few days I decided that I should have spent my money elsewhere because every other company I looked at was helpful and my experience with Brilliance was not good.
When I got the text that the order was shipping (from out of the country so no, the item was not in stock in the states), I canceled the order. It was promptly canceled. I waited weeks for the refund and finally reached out. I was told it would be coming. I waited another few weeks. I reached out again. Faith told me that she would get back to me. 5 days later, I replied asking for an update. Now it was with John and I'd have to contact him. If I hadn't asked, no one would have told me to contact someone else. So I email John. A week later, no response and I emailed Faith and John. John was out for a week. I wait another week, no response from anyone. I reach out again for follow-up and no response from Faith or John and over 2 months no refund.
Biggest issue for me is that my account history isn't showing the purchase. It's been removed not even showing canceled.
Don't do business with this company. NO ONE runs a business like this.

 

[lovedogs]

My experience has been negative from the start. The option for more pictures and videos upon request was ignored. Chase reached out as a representative and he also never provided anything that I asked for despite contacting me repeatedly...
I ended up making a purchase, but after a few days I decided that I should have spent my money elsewhere because every other company I looked at was helpful and my experience with Brilliance was not good.
When I got the text that the order was shipping (from out of the country so no, the item was not in stock in the states), I canceled the order. It was promptly canceled. I waited weeks for the refund and finally reached out. I was told it would be coming. I waited another few weeks. I reached out again. Faith told me that she would get back to me. 5 days later, I replied asking for an update. Now it was with John and I'd have to contact him. If I hadn't asked, no one would have told me to contact someone else. So I email John. A week later, no response and I emailed Faith and John. John was out for a week. I wait another week, no response from anyone. I reach out again for follow-up and no response from Faith or John and over 2 months no refund.
Biggest issue for me is that my account history isn't showing the purchase. It's been removed not even showing canceled.
Don't do business with this company. NO ONE runs a business like this.

Wtf!?!?!? Csn you file a charge back w your credit card company?

 

[mrs-b]

I've bought 3 diamonds from them - all as advertised and arrived in expected time frame. I did ask a question about one of their rings and they promised to email me the answer to my question - never heard back from them.

I have a pretty fair grip on who they are - go in with your eyes open and be very careful to order what you want, so you can avoid returns etc and all the associated shenanigans.

I like 'em. They're cheap and their inventory is good. But for anyhting outside the lines of completely straight forward, I'd probably go elsewhere.

 

[facebookin]

I just placed an order at brilliance.com for a loose diamond and googled "brilliance.com reviews" and now reading these reviews in horror. Now I regret to have chosen bank transfer as payment method just for the 2% extra discount - Probably not worth it at all! I called them to change the payment method but they say I'll have to wait until their "Finance department" call me to give me bank transfer instructions, which still hasn't happened. I live in Europe so that means I'd stay up all night to wait for their working hours in East coast US. Now I'm even considering cancelling this order but cannot reach them anywhere... Their chat disabled, and three emails without reply. Panic and huge buyer's remorse!

 

[Mjay]

I guess I’ll share my experience to even though I didn’t actually receive my stone. I placed an order for a natural diamond (payed with credit card). My order was confirmed by email and I also received an email and text from Ariel thanking me for my order and asking if I had any questions. The next day she called me and let me know that the diamond was unavailable and offered to find an alternative. She was very apologetic. I’m assuming most of their inventory is drop ship so I was not surprised. I asked for a refund and then I called her and chatted about what I was looking for. She was super nice and I can tell she enjoys her job and loves to help customers search for the perfect stone. She attempted to find an alternative stone but what Im after is pretty unique so we weren’t able to. She told me she would keep an eye out and processed my refund right away.

 

[fawndeer621]

Wtf!?!?!? Csn you file a charge back w your credit card company?

Someone saw my review or decided to answer the email Isent comparingtheir customerserviceto gettingthe run around... John reached out by email and then by phone. The refund has been put on the refund list and he apologized for the experience. The refund should be a few days. I'll update when I get it.