Annie H.

My fiancé and I were extremely disappointed with Brilliance's customer service. We used an heirloom diamond to create a custom engagement ring and even with very clear directions (written instructions complete with diagrams and drawings of the specific things we wanted changed on their models) it took them 8 rounds to finally get something that looked like the original drawing we gave them. For some reason it was really difficult for them to create our design with their models and was "like nailing jello to a tree" according to one of their associates… If it was only the time that it took (over 4 months from start to finish) that would have been one thing but what was worse was we were consistently lied to about the progress of the ring. After about two months we complained about how long it was taking and they changed our main contact from Delilah who worked from home and could not interpret what we wanted to Jonathon who would give lengthy promises that he would very rarely fulfill and took just as much time to do things or longer. On several occasions Brilliance told us the ring was further along than it was. For example, we would wait a week and then check in about the draft progress then they would tell us we would be getting a new draft the next day and then we would have to follow up 4 days after that and get a response the next day saying that it would get to us tomorrow. It really put a damper on the whole engagement experience. They finally pulled through and got the ring to us at the very last minute before our engagement photo session. It looked good except I think they rushed to throw it together at the last minute and they didn't get the gradient sapphires right. (Not an easy task but after 4 months, come on.) We sent it back for resizing (our error) and they did it for free and it looked good but took a month to complete from when they received it instead of the 7- 15 days they promised. I got it a week after our engagement party and everyone was asking where the ring was and it was so disappointing to work with a company that made such empty claims about their excellent service. During that time they also switched the orders of the sapphires so they were dark to light and left some tool marks around the stones they moved. What made us the most mad about the whole process was that Jonathon told us all he had to do was do quality control on the rings and then they would get to us the next day. And then we found out they hadn't even looked at the ring (even though they told us they started on it earlier that week) and it was going to take another 4-5 days to get to us. Overall, be wary about their custom jewelry. I don't know why they advertise their custom work so heavily but when they get a truly custom design they choked. Also they seem to be very proud of their quality control and how everything must be perfect when it leaves their hands. I found this not to be the case and for several things to be overlooked like it was rushed out at the last minute because it had already taken twice as long as they had promised. On top of that, their customer service was really horrible. I guess you get what you pay for because the price was right but our experience was so bad that it took all of the magic out of designing our engagement ring.

EDIT: We just received a personal email from Jonathan himself asking us to change our post even though he can't argue with it… You have been warned about why the reviews all seem so positive. I wish we had been too! (We read them extensively before deciding it was "safe" to go with an online business that sells diamonds.) Jonathan, since you read these, please offer your customers honest upfront service that is in line with the time frame listed on your website and you won't have any reviews that say otherwise! Also, mentioning you would love to be able to service the rings in the future if we change it is a threat, and not a good one at that. We do not want the headache of working with you again and don't trust your work.

Since this edit, Brilliance has attempted to remove our review from at least one other website. Another reason why there are no negative reviews out there. Use your own judgement of a company that has poor customer service then has the conscious to silence anyone who states the truth about their experience!

EDIT 9/16/14 We have since had two of the sapphires from our ring fall out right before the wedding since they were not set properly. Mind you this is less than a year since we received the ring. I didn't DARE send the ring back to brilliance since I needed it in time for our wedding and I absolutely would never do business with them ever again. I wish we would have paid the extra money to work with someone locally for all of the malaise going through Brilliance has caused us.