Complaint Review: Brilliance.com

Website Returns Policy Prominently states:

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.

Therefore, one can rest easy that if there is an issue you will have 30 days from getting the ring to return it right?  If only it were so. If you continue to scroll to the bottom of the page, you will notice this text:

Returned products must arrive at our office within 30 days from the time an order is placed online or over the phone. . . .

Custom items such as custom rings, custom jewelry or any other special order cannot be returned or canceled.

As a result, the amount of time they take to make the ring and ship it to you eats into your 30-day guarantee.  When I ordered a ring over the phone I was told it took 10 days to ship the order.  Six days later when I checked the status I was told it was going to be 15 days.  After some communications with the Chief Operating Officer, and reading some bad reviews, I canceled the order that same day (i.e., 6 days into the process). He then informed me they were still going to charge me for the ring and ship it to me as it was a custom order.

That is when I read all the way to the bottom of my supposedly iron-clad guarantee to learn that ordering one of their princess cut diamonds with a stock # 12273 ring was a custom order.  In fact, the COO educated me by pointing out that with the sole exception of a round diamond, every other diamond is a custom order. Who knew that princess cut diamonds ordered with a stock ring made this a custom order?  I certainly didn't and it wasn't disclosed over the phone at the time I ordered the ring.

While I can't speak to the quality of the products they offer because I never got the ring (dispute registered with VISA, complaints to BBB, and FTC), be aware that should you have any issues, the company may have so limited your ability to get your money back that the guarantee will be worthless to you.  I foolishly went with this company after reading glowing reviews on TrustPilot.com about them.  Google www.theguardian.com/money/2013/jan/26/fake-reviews-plague-consumer-websites if you want to see how well to trust Trustpilot.com.