Alex R.

I'm usually not one to pen negative reviews, but my recent experience with briliance.com compels me to share a cautionary account that others might find instructive.

As a seasoned patron of briliance.com since 2021, my journey with them had been marked by the acquisition of nine distinct diamonds. My latest endeavor involved two separate purchases: a 1.7 ct diamond and a 1.5 ct diamond, each unique in its characteristics. However, an unexpected turn occurred when Ariel McMullen from briliance.com informed me that both my orders were being treated as final sales under a policy against 'comparison purchasing'. This policy was misapplied in my case, as my intention was to purchase two distinct items, not to compare them.

Adding to my dismay was Ariel's approach. Without seeking to understand my intentions or clarify my needs, I was unceremoniously told that my second order was canceled and was prompted to return the first diamond, bearing the return shipping costs. This was all conveyed in a message ending with a smiley face, an element I found both inappropriate and somewhat mocking.

This situation isn't about the financial burden of return shipping, but about the principle and apparent lack of customer insight. Consequently, I decided to return the item I initially intended to keep and to seek my future diamond purchases elsewhere, even at a higher cost.

After packaging and sending back the diamond, I reached out to COO Jonathon Ohayon, hoping to highlight what might not be an isolated issue. The lack of response was disheartening. It seems that the loss of one customer might be insignificant to them, but I believe they should consider the broader implications of such service experiences. To those considering a purchase from briliance.com: buyer beware.