BrillianceReviews 420

I initially gave these guys a 1 star review because of a bad first experience (see below), BUT I am changing my review to 4.5 stars. (Just can't give them a full 5 because of the problems up front). When the owner, Jonathon Ohayon, became aware of my dissatisfaction, he personally called me and worked with me every step of the way to make things right. He impressed me with his concern for his customers and his desire to make sure that his company really delivered. I would definitely recommend Brilliance to friends and family, and I am considering using Brilliance again for our wedding rings…

[OLD REVIEW BELOW]
Very nice and promised all sorts of things up front, but once they received my money the customer service just stopped! I called to check on the status of the ring on a Thursday and Anthony Cappola promised to call me back with info. No response by friday evening. I called and spoke with another woman asking for an update on the ststus of the ring on friday. She did not know but promised to call me within 30minutes. Nope! Not so much! I received NO response whatsoever thru Monday evening. So I called back and after another hour, finally got a call from Anthony. Only problem is that i was told some story about the diamond not even being delivered to them. The ring was suppose to be in my hands by Wednesday! Proposal plans COMPLETELY shot. (we discussed all this upfront before I sent money - and Anthony personally said he could make this happen).

Honestly, if they had just let me know what was going on, or just shot me a short email saying "sorry, we are working on it", I would have probably been okay with all this. I'm not unreasonable and things can happen. I just was disappointed with the utter lack of customer service and complete disregard/disrespect for my concerns.

Don't normally complain because I know that there are lots to deal with when running a business however I would never recommend these guy to anyone! I cancelled an order and it took a month and 9 days to receive a refund. The amount being significant is besides the point... also I understand there can be a delay when they are having to deal with third parties but this was an absurd amount of time to wait for a refund when they state that refunds will be made in 5-15 business days from time of cancelation. We exceeded that and it started to feel like I was in the middle of some sort of scam. Sorry guys but you did this one to yourselves.

While out ring shopping with my girlfriend, she saw a ring she liked, but I knew I could improve upon the design. I looked at various custom jewelers, but Brilliance seemed to have the biggest selection and most transparent design process. I was slightly skeptical since they were strictly an online business, so I called them up and was put in touch with Jonathon Ohayon. He blew me away with his depth of knowledge, experience, and honesty. I immediately felt comfortable enough to lay down the $200 deposit to get the design process started.

The way it works is that once you put down the deposit, you begin working with their designers to come up with the exact design that you want. You can send in drawings, images, or written descriptions and they send you back computerized renderings for you to provide feedback. This continues back and forth for as long as you want, until you are completely satisfied with the design, and then it goes into production which takes about a week. They will even send you the diamond ahead of time for inspection before they mount it in the setting, although I didn't take advantage of this option. Finally, when the ring is ready, it's shipped to you overnight with a beautiful black box, the certification, and a professional appraisal.

I was extremely impressed with every aspect of the process, including the introductory call, the iterative design process, the customer education, the diamond selection, and the final delivery. I was very demanding, but the team that worked with me was always patient and enthusiastic. When it came time to choose the diamond, Jonathon gave very candid feedback on what he thought would look nice and what he thought wouldn't work. And once you're close to your final decision, he goes out of the way to confirm that the stone looks great in person.

The whole process took a little over a month, but mostly because I was so specific with what I wanted. The end product was amazing and turned out even better than I had envisioned from the renderings. I gave it to my girlfriend this past weekend and she thought it was absolutely perfect! If anybody needs a custom engagement ring made, I have to recommend Brilliance for their amazing level of professionalism and quality.