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Erin B.

Contributor Level

Total Points
80

1 Review by Erin

  • Brilliance

3/25/17

We initially began our search for diamonds online because we had no knowledge or background of what to look for, what to pay, what the 4 Cs even meant, and styles. After researching, we saw that if we were to purchase online, we seemed to have more options. Brilliance not only could design something custom for us, but they could put a few different ideas into one, and price match or offer better! After much anxiety about the idea of paying thousands of dollars on something we've never seen, we were reassured by their return policy and made the leap - we decided to buy a loose diamond and have it sent to us. They overnighted it to us free of charge, and it was PERFECT. Our representative, Anthony, was incredibly helpful in helping us make a diamond selection. He was forthcoming and honest about different diamonds. He answered all of my emails promptly; sometimes even with a check-in phone call, and would ask for the countless number of pictures and videos we requested. He gave his honest feedback about the inclusions in the diamonds, and at no point did I feel like he was just saying whatever he needed to try to sell us something. Our entire time working with him was a positive experience - we felt confident that even if we didn't find something right away; we eventually would with Anthony and Brilliance. Once we had picked a diamond, I picked inspiration photos and sent them to Anthony. We had CAD renderings sent to us of a "mashup" custom design, and we were SO excited! We were even able to upgrade to platinum. (Insert phase in which I was not allowed to know anything about the diamond to the time of the proposal). After the proposal, I couldn't help but notice that the diamond was stunning, and the overall ring beautiful; however, it was not what we imagined. It had a sleeker/more modern look to it than the more vintage, delicate look I had been day-dreaming about for weeks. After some feelings of guilt for feeling this way and putting the people who worked so hard on it through having to redo it, we decided to send it back. We were as descriptive as we could be about the little details (and I mean little details) that stood out to us as not being quite right/quite us. I immediately received an email and a phone call from the Chief Operating Officer, Jonathon. He assured me that everything would be taken care of, and pointed me in the right direction to the team I'd be working with for the redo. He called me at 9pm, which I loved because I too am the type of person that doesn't like to go to bed worrying that something is not resolved. From the very start, Brilliance reassured us. Soon after, within a day or so, I was connected with Simon, a lead designer. Throughout the redo, Simon worked very closely with me; asking lots of questions, coming up with design suggestions, answering lots of my questions, and informing us with very useful information about the materials and processes along the way. He chose a new designer for the prototype for the custom design, and we LOVED IT! He handpicked the designer based on the feel and look we were going for, and when we received it- it was perfect! It took some time, but we received thorough updates through every step of the process. I felt very involved and my opinion valued. When we received the ring- it was 100% worth the wait, it was better than we could have imagined! The fine, intricate details were clear and absolutely beautiful. I showed a coworker the before and after and she said she thought I was being a little crazy at first - but when she saw it a second time she admitted I wasn't crazy and that it was even better than before! It truly is a one-of-a-kind piece, and being so involved in the process makes it that much more special for me. I have to say, buying online does not have to be impersonal - I felt like I really shared this experience with the team of people who helped us along the way. I came to trust them, and truly appreciate the work they did in not only making this piece perfect for us (even through putting up with my request for a redo), but in getting to really know our wants and needs. The redo was done at no additional cost to us because they were able to make all the changes within our original quote. This showed quality customer care in my opinion. I felt terrible inconveniencing, but the ring is now something I feel so proud of, and believe Brilliance should be proud of as well! We have already made the decision to have a matching band made by Brilliance, and we also used them for our Men's band. I would highly recommend Brilliance (and I may be biased- but Anthony and Simon in particular!) for any of you who are on the fence about purchasing online.

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