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Business Profile

Jewelry Stores

Brilliance, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Brilliance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Brilliance, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      They sent me my stuff after I contacted you guys. Case completed and closed 

    • Initial Complaint

      Date:02/13/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction was 1/6/2025. Purchase price was $1527.92.I ordered a 1/2 ct heart diamond solitaire engagement ring, with engraving.Shipping was expected within ***** business days.I contacted the company via email (twice) with no responses.I contacted the company via phone call (multiple times) & was told it would be shipped out the end of or following week. I paid for express shipping (next day) via *****. I have yet to receive the item or any further contact in regards to the shipment or any issues/delays with it.

    • Initial Complaint

      Date:01/18/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a Diamand ring on 12/7/2024; Brilliance order process stated a delivery; 15 -25 business days. This would have been 1/14/2025! Contacted their customer service on 1/8/25 inquiring about order status. Told would be shipped no later than 1/13/25. Contacted customer service on 1/17/25 person could not give a status other than it was in the production shop (same as 1/8). Asked if there was someone higher up I could speak with, was told there was no contact available. It is clear customer service is a bullpen call center contracted by Brilliance. Money has changed hands and Brilliance has breached the sales contract they stated during the order process. Would like the ring I purchased, however, is this a scam or is Brilliance just a lousy merchant?

    • Initial Complaint

      Date:01/10/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed on Nov 28, 2024. Called to check order status multiple times, told it would be shipped and delivered by Jan 5. Continuously checking status online and it has been polishing for several weeks. Called again asking to change for a bigger diamond, was told at this stage the order cant be changed or canceled. Ok fine. Waited 2 weeks, today is 6 weeks since order and their website states the orders will be completed in 3-6 weeks. Today they said it would be ready next week and be delivered on Jan 22, 2025. I asked to talk to the manager, but they say they cant transfer only that they have to call us. I asked for an email confirmation of the date they gave me for delivery. She said she cant do that because it will mess up the order if her manager decides to do something g different. She kept telling me rest assured well, my husband was already told rest assured it will be delivered by Jan 5 so you can understand my frustration. At this I asked to cancel my order I would like to shop somewhere else. They state that is not their policy, it cant be canceled we can only return it once its received. I am awaiting a call from the manager but I am not very hopeful it will happen. I feel like my money is being held hostage and they are unwilling to make a change that would cost even more on my part but also unwilling to do anything that assures me that my order is actually going to ship soon. I am beyond furious at this point

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for an engagement ring on December 2, 2024 because I was guaranteed Christmas delivery. I was told verbally over the phone during multiple calls to check status and was told in writing via the companies online chat portal. I have screen shots of them confirming Christmas Delivery. I called the week prior to Christmas to confirm and messaged on chat to confirm. I was told both occasions , yes. On December 23, 2024 when I still had not received tracking info I placed multiple calls to **************************. I was unable to get a straight answer from the orders team. I emailed the owner of the company, ******** with no response. I finally got someone named ***** who is the manager to call me back at 2:18 pm. ***** told me she would call within the hour with an answer. When I didnt hear anything I called Megans direct line at 3:28 pm, 4:31, and 6:02 pm. I left voicemails all three times. I also called the orders team and requested a call back from her to which they told me she would call at some point. I never heard anything back from my emails or my calls. Im not sure if this company is a scam or legitimate at this point.

    • Initial Complaint

      Date:10/18/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** *****

      Business Response

      Date: 11/12/2024

      ***** is sending the details of this complaint to their escalation team.

      (ENTERED BY BBB STAFF)

    Brilliance, LLC is NOT a BBB Accredited Business.

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