Complaints

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

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  Brilliance, LLC

  3469 W. Boynton Beach Blvd STE 3 Boynton Beach, FL 33436

• 

  Brilliance, LLC

  1655 West Market Street Suite 350 Akron, OH 44313

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.

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made an order for an engagement ring on 2/14. I paid for expedited service. I have contacted the business at least 7 times in an attempt to get tracking information, as it should have been shipped already. I wholeheartedly believe these people stole my money. I want my order or my money back by the end of the week. If I have to physically go to ******* to **************************, I will.

  Customer Answer

  Date: 04/08/2025

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

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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 09/29/2024 and contacted Brilliance customer service for an update on 10/04 and they did not have any update yet. Or were unable to provide the status. On 10/14, I called again to request a change of address, and customer service assured me they would process the request and send a confirmation email. I never received the email, and when I called back, no one answered. My credit card has been charged, but I still have no information on when my order will be delivered and cannot request to have the address changed.

  Business Response

  Date: 11/12/2024

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

  (ENTERED BY BBB STAFF)
  

  Customer Answer

  Date: 11/25/2024

   
  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,
  
  ******** *****

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a lab created diamond ring from Brilliance. I was told I had 30 days from receipt of the ring to make changes. I was put off for days about when I would receive the ring. Every time I would call to ask when I would receive the ring I would get a message saying the ring was being polished. I finally got the ring on August 9th. You have 30 days to return the ring for your money back or an exchange. I wanted to exchange the ring for a different style. I called, emailed and texted several times Every day and they would not admit they have the ring.it was insured and has tracking so I know they have the ring back since September 9th at 11:19 A.M. now I just want my money back. *******. Every time I spoke to someone I am assured of a phone call by the end of the day and I am still waiting. I don't know what to do.

  Customer Answer

  Date: 09/18/2024

  The complaint has been amicably resolved. Thank You for the Help

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

  Customer Answer

  Date: 09/18/2024

  The complaint has been settled.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 purchased order # ****** on July 06, 2024 and I purchased Order # ****** on 07/16/2024. Their company states 30 day for a full refund. I called on August 5, 2024 and told the customer *** that I wanted a full refund for both orders. I was told that the refund request would be submitted to the return department and I would receive an email with directions on returning the items for a full refund with 24/48 hours. I did not receive this email so I called back on August 8, 2024 and was told same thing again by their customer ***. I did not receive anything in email or receive a call from them. I called on August 13th and 16th and same thing happened with them stating they would call or respond by email. I dd not receive anything. On August 22, 2024, I called and spoke to ceo of company and he stated he work work on this claim and get with me within 24/48 hours. I received nothing (email or call) again. Again on August 27th, same thing with a *** stating she would pass my information onto ********* and I would hear back from him. Today, September 03, 2024 I just called and spoke with *********, who states that he has been sick and will (when he feels better ) contact me. ********* even stated he would take a picture of the toilet if I needed proof he was sick. I have tried for now over a month to get my refund.

  Business Response

  Date: 09/30/2024

  This matter is being addressed and resolved outside of BBB.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22233801
  
  I am rejecting this response because:

  ********

  Hasnt responded to me with a return code for the products he has lied to the credit card company and has not responded to me either 

  
  
  
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/06/2024

  He is continuing to lie and hasnt responded to my return request for the products he has set the standards for his company to not be customer friendly and he has been very rude and not responding 

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My husband purchased my engagement ring (a 4 carat stone for which he paid almost $46,000) from ************************. They offer an upgrade policy promising "full credit of the cost of your original diamond" less a restocking fee if you spend 2x the original diamond price on the upgrade. We decided to pursue an upgrade and were told the restocking fee for my stone would be $21,000. Nowhere in the policy does it suggest the restocking fee is highly variable and could be 1/2 the cost of the diamond (which eviscerates the promise to provide full credit on the original purchase). This well exceeds any market data I've seen on standard restocking fees and ************************ should disclose this.

  Business Response

  Date: 09/30/2024

  This matter has been resolved outside of BBB

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22233492, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Auburn Daily

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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: 3/26/2024 Amount: $4,561.76 What Brilliance promised: This is the return policy that was posted on their web site on the day I placed my order: "30 Day Returns: At Brilliance, we stand behind each of our diamonds, engagement rings, and fine jewelry products with a 30-Day Money-Back Guarantee. If you're not absolutely satisfied with your purchase, simply return it for a full refund or exchange, no questions asked.""Return Process Obtain a Return Code from a Brilliance Representative by calling ************. You will be asked to indicate whether you would like a refund, exchange, resizing, or credit for your returned item."Nature of Dispute: When I finally received my jewelry on April 25th, fully a month after placing my order, I was dissatisfied that the quality of the jewelry had been misrepresented by the images online and I called the company that same day to obtain the Return Code per their return instructions. **** at Brilliance told me that she was unable to issue a return code, but that someone from their **************** would respond to me via email within 24 hours. Two days later I called again and was told that everyone who could issue return codes had left for the day and would not be back until Tuesday April 30th at 10 AM. I called again on 4/30 at 10:30 and spoke with ***** who also was unwilling or unable to issue a return code, but promised to "expedite" my request. Meanwhile the clock is ticking on the return period, because the paperwork that came with the ring has a much more stringent return policy than what was advertised online, listing all kinds of additional reasons why Brilliance might refuse to issue a refund, like "signs of wear" that would be difficult to dispute even if the jewelry had only been tried on briefly upon receipt. You only have 30 days to return from the ship date, not delivery date! I want to return these rings for a refund but they are giving me a runaround and won't give me a return code!!!