Member since November 2017
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I contacted Brilliance about a custom ring. Jennifer was very responsive and informative and was able to quote a price that was cheaper than I could find anywhere else. I sent in the design I wanted and they rushed the whole process to produce the ring. I paid extra for overnight shipping as I was working to propose in a short time frame, but unfortunately, there was an issue with Fedex and the ring did not arrive in time. They claimed they made an attempt to deliver and left a note on my front door, but I had multiple people waiting eagerly to receive and sign for the ring. I got an email immediately after the driver said he/she made an attempt and left a note, and this was impossible as I was right there waiting. I have a long and narrow driveway. Nobody came up, nobody left a note. This is the fault of Fedex, and in particular, the driver that lied for who knows what reason.
Why I feel Brilliance ties into this is because Brilliance paid Fedex for the overnight fee, not me. I paid Brilliance. Fedex said they could do nothing for me. I contacted Brilliance to see if I could be refunded the overnight fee, and was met with a rude call by a customer service representative by the name of John. He made it incredibly difficult to even explain my situation as he was constantly interrupting me, and he made it a point to emphasize every time I was wrong, based on the reports he had. Such as when I said the ring was not delivered he cut me off and said loudly he could see on the report from Fedex they made an attempt and delivered the next day. Obviously that is what's on paper. And they did not deliver. I had to go and pick the ring up myself the next day, even though it was already too late. John also barked at me when I said Jennifer quoted me a different time frame had I not paid the overnight fee, saying "WRONG wrong you are 100% incorrect. We would never send you an order that quickly if it was under $2000."
Anyway, to me the most important thing is that I got the ring in the end and I am happy with the actual ring. However, because what I thought would be a simple inquiry about a shipping fee turned into a nasty phone call with someone who I believe should not be in the customer-service industry, I, unfortunately, do not see myself working with Brilliance in the future.
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