My experience buying from Brilliance

[jeaniefish]

Thought I would share my experience with Brilliance. The one positive I can give them is that they are quick to respond to emails. But once you make a purchase, it feels like they want to keep your $$ for as long as possible. I bought a pink lab diamond. That was my first mistake, A nice rosy pink is a unicorn. I should have known better.
My card was charged the moment I purchased the lab diamond, , not when it shipped. Shipping took 6 weeks. The stone was a champagne color with peach tones, not anything like the rosy pink shown in the website image. I called for a return authorization number and was told only ONE person gave those out and he would get back to me asap. I called again 2 days later. That resulted in a message the following day with the authorization number. It took about 2 weeks for the stone to be received back at Brilliance,and then would go to in “ inspector” before the ok was given to the people (or one person ?) who processes refunds. When I called, I was told that it would take between 10-20 work days to process. It has been about 4 weeks since returning the diamond and I still dont have my refund. If I initiate a chargeback thru my cc company, that won’t be a speedy process either. I’m thinking of filing a complaint with the BBB, for what it’s worth. I’m assuming I will get my refund,eventually, but Brilliance.com will not be getting any future business from me. I would think twice if you are looking at their website for anything!

 

[lovedogs]

Thought I would share my experience with Brilliance. The one positive I can give them is that they are quick to respond to emails. But once you make a purchase, it feels like they want to keep your $$ for as long as possible. I bought a pink lab diamond. That was my first mistake, A nice rosy pink is a unicorn. I should have known better.
My card was charged the moment I purchased the lab diamond, , not when it shipped. Shipping took 6 weeks. The stone was a champagne color with peach tones, not anything like the rosy pink shown in the website image. I called for a return authorization number and was told only ONE person gave those out and he would get back to me asap. I called again 2 days later. That resulted in a message the following day with the authorization number. It took about 2 weeks for the stone to be received back at Brilliance,and then would go to in “ inspector” before the ok was given to the people (or one person ?) who processes refunds. When I called, I was told that it would take between 10-20 work days to process. It has been about 4 weeks since returning the diamond and I still dont have my refund. If I initiate a chargeback thru my cc company, that won’t be a speedy process either. I’m thinking of filing a complaint with the BBB, for what it’s worth. I’m assuming I will get my refund,eventually, but Brilliance.com will not be getting any future business from me. I would think twice if you are looking at their website for anything!

I decided not to buy from them because I was told there was a "fee" to return more than 1 item PER YEAR or something insane like that.

 

[DejaWiz]

I decided not to buy from them because I was told there was a "fee" to return more than 1 item PER YEAR or something insane like that.

Similar to Ritani, which limits to two returns per year.

@jeaniefish so sorry to hear that you're dealing with such a headache!
I've been seeing a LOT of Brilliance commercials on YouTube the past few weeks, so I'm sure they're getting slammed for the year end holiday rush and haven't adjusted their staffing to compensate for the increased customer volume, which has left you in a frustrating holding pattern, unfortunately. Hope that they get all of their poo in one bucket so that you can get resolution sooner rather than later.

 

[jeaniefish]

I decided not to buy from them because I was told there was a "fee" to return more than 1 item PER YEAR or something insane like that.

Yep.Ridiculous..especially when their pictures don’t seem to be anywhere close to the actual gem IRL. I don’t think good customer service is a priority with this company.

 

[jeaniefish]

Similar to Ritani, which limits to two returns per year.

@jeaniefish so sorry to hear that you're dealing with such a headache!
I've been seeing a LOT of Brilliance commercials on YouTube the past few weeks, so I'm sure they're getting slammed for the year end holiday rush and haven't adjusted their staffing to compensate for the increased customer volume, which has left you in a frustrating holding pattern, unfortunately. Hope that they get all of their poo in one bucket so that you can get resolution sooner rather than later.

True, except that I placed my original order in early October, before the holiday rush. If you order from them now, good luck getting the item before Valentines Day! If you need to return it, you might get a refund by next Christmas!

 

[jeaniefish]

Also want to add that when I purchased a lab diamond from rockherdiamond.com , the buying experience was just the opposite. It arrived very quickly. Unfortunately, I experienced DSS just a few days after ordering and had to return it. The staff could not have been nicer, the whole return process was quick and easy and my return was processed and credited back to my cc within a week or so, I would not hesitate to order from them again.

 

[Mosocial]

What sites are recommended for making a lab diamond plus setting purchase? I have been looking at loose grown diamonds and brilliance.com and not sure which one to go with. Please help!

 

[jeaniefish]

What sites are recommended for making a lab diamond plus setting purchase? I have been looking at loose grown diamonds and brilliance.com and not sure which one to go with. Please help!

There are threads that can help you , if you spend the time researching in the ManMade Diamonds forum. I havent bought many diamonds online but I would think very ,very carefully before ordering from Brilliance ( did you read my thread? If not, please do!). Many of us buy our diamonds loose and then have trusted jewelers ( again, research in the MMD Forum) make custom settings. Many PSers, including me, use David Klass. He does beautiful work. My Christmas present is being made by his bench right now and I can’t wait to see it! Good luck with your search , and be sure to ask for help from the experts here (not me!) to evaluate the diamond you are considering BEFORE you buy it. There are so many knowledgeable members who give generously of their time and knowledge to help the rest of us.

 

[Mosocial]

There are threads that can help you , if you spend the time researching in the ManMade Diamonds forum. I havent bought many diamonds online but I would think very ,very carefully before ordering from Brilliance ( did you read my thread? If not, please do!). Many of us buy our diamonds loose and then have trusted jewelers ( again, research in the MMD Forum) make custom settings. Many PSers, including me, use David Klass. He does beautiful work. My Christmas present is being made by his bench right now and I can’t wait to see it! Good luck with your search , and be sure to ask for help from the experts here (not me!) to evaluate the diamond you are considering BEFORE you buy it. There are so many knowledgeable members who give generously of their time and knowledge to help the rest of us.

There are threads that can help you , if you spend the time researching in the ManMade Diamonds forum. I havent bought many diamonds online but I would think very ,very carefully before ordering from Brilliance ( did you read my thread? If not, please do!). Many of us buy our diamonds loose and then have trusted jewelers ( again, research in the MMD Forum) make custom settings. Many PSers, including me, use David Klass. He does beautiful work. My Christmas present is being made by his bench right now and I can’t wait to see it! Good luck with your search , and be sure to ask for help from the experts here (not me!) to evaluate the diamond you are considering BEFORE you buy it. There are so many knowledgeable members who give generously of their time and knowledge to help the rest of us.

Thought I would share my experience with Brilliance. The one positive I can give them is that they are quick to respond to emails. But once you make a purchase, it feels like they want to keep your $$ for as long as possible. I bought a pink lab diamond. That was my first mistake, A nice rosy pink is a unicorn. I should have known better.
My card was charged the moment I purchased the lab diamond, , not when it shipped. Shipping took 6 weeks. The stone was a champagne color with peach tones, not anything like the rosy pink shown in the website image. I called for a return authorization number and was told only ONE person gave those out and he would get back to me asap. I called again 2 days later. That resulted in a message the following day with the authorization number. It took about 2 weeks for the stone to be received back at Brilliance,and then would go to in “ inspector” before the ok was given to the people (or one person ?) who processes refunds. When I called, I was told that it would take between 10-20 work days to process. It has been about 4 weeks since returning the diamond and I still dont have my refund. If I initiate a chargeback thru my cc company, that won’t be a speedy process either. I’m thinking of filing a complaint with the BBB, for what it’s worth. I’m assuming I will get my refund,eventually, but Brilliance.com will not be getting any future business from me. I would think twice if you are looking at their website for anything!

Thank you!

 

[oncrutchesrightnow]

I have had good experiences with them but do recommend that you view the diamond videos to get a better sense of color.

 

[jeaniefish]

Update: Brilliance.com is finally processing my refund. They dragged it out to the bitter end. I won’t consider purchasing from them again.The wait for the actual diamond
is several weeks long and the return process is ridiculously slow. When they advertise a diamond as “ in stock” , I think that they mean “ in stock” overseas somewhere!

 

[Ibrakeforpossums]

Update: Brilliance.com is finally processing my refund. They dragged it out to the bitter end. I won’t consider purchasing from them again.The wait for the actual diamond
is several weeks long and the return process is ridiculously slow. When they advertise a diamond as “ in stock” , I think that they mean “ in stock” overseas somewhere!

Absolutely. The diamond took two weeks to get to me on a Tues., by Wed. I was at FedEx returning it (on my nickel). It took them about 4 weeks to credit my Visa card. To be fair, I got a very gracious woman on the phone when I initiated the return. I said, it looked better in the video. She said, "That happens."

 

[jeaniefish]

Oh, yeah I forgot about the $ I paid to ship:my return back to them. The woman I corresponded with was nice to talk with but she didnt make anything happen any faster. Again, really disappointed with the whole process . Also, the online image was so far off from the actual diamond color that it really appeared enhanced and misleading. I will never buy there again. There are just too many other good companies ( Rockherdiamond.com is just one of them) out there to put up with the shenanigans that come with a purchase from Brilliance !