ComplaintsforGrown Brilliance

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number #***** I emailed the customer service and also call their contact center they stated that although will be ordered canceled and ask us for the reason for cancellation now they are lying to us and refuse the cancel of this order l don't trust this company that's horrible they never shipped item but they refuse the cancel but we will be refuse the delivery due to they are not to trusted company and bad customer service Kind regards ********************

  Business response

  04/16/2024

  On 4/3/2024 the customer purchased a 7/8 ctw Radiant Lab Grown Diamond Five-Stone Anniversary Band 14K White ***** E+, VS1+. Additionally,they would have received a complimentary gift of a 3/4 ctw Round Lab Grown Diamond Solitaire Pendant Sterling Silver, GH, S12+ 3/4 ct. However, on 4/5/2024, the customer contacted us to cancel the order. We promptly responded to the customer's request and asked for the reason behind the cancellation. The customer explained that he had obtained something else for his wife, hence the desire to cancel the order. We then informed the customer about our policy,which states that for made-to-order items, cancellations are only possible within 24 hours from the time of purchase. If you would like to learn more about this policy, please refer to the following link: *********************************************** under the section on shipping & delivery. 
  
  We deeply regret any inconvenience the customer has experienced and any aspect of our service that did not meet their expectations. On 4/12/2024, we made an exception for the customer by canceling their order and promptly issuing a refund to their original payment method, even though this is not our policy. We encourage all customers to reach out to **************************************** for any assistance they may require.

  Customer response

  04/16/2024

   I am rejecting this response because: I requested manager call back then they fail to respond in timely manner which  was important they are unprofessional customer service did not understand or knowledge  product and services  NEVER purchase again
  
  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 2nd, 2023, I placed an order for a specific diamond earring from your company, only to receive a completely different diamond upon delivery. This discrepancy was immediately reported to your customer service team, and after a considerable delay of three weeks and multiple back and forths, a replacement was finally sent. Additionally, it is important to note that the level of customer service provided has been seriously lacking throughout this process.However, the replacement diamond arrived without the promised *************, a crucial aspect of the purchase that significantly impacts its value and authenticity. Disturbingly, it took an additional three weeks of persistent follow-*** from my end to elicit any response regarding the missing *************.To my dismay, upon finally receiving a response, I was informed that your company never possessed the proper GIA ************* for the diamond in question. This revelation is shocking and raises serious concerns about the integrity and transparency of your operations. To exacerbate matters, I have recently been informed that to address the issues with my diamond; I must return the earrings once again and endure yet another three-week waiting period. This further adds to the frustration and inconvenience I have already experienced, and I find it unacceptable that such extended delays are necessary to resolve the problems with my purchase.The prolonged delays, the initial error in sending the incorrect diamond, and the subsequent lack of transparency regarding the missing ************* have resulted in a significant waste of my time and a complete lack of confidence in your company's ability to fulfill basic customer expectations.I insist on immediate action to rectify these issues. Failure to understand the urgency of this matter will compel me to escalate this matter further and explore additional avenues to protect my rights as a consumer.

  Business response

  11/30/2023

  The customer placed an order on October 2, 2023, for a pair of 3ctw earrings 14K White ***** However, upon receiving the item on October 13,2023, the customer informed us that the certificates indicated the earrings were only 2ctw. To rectify this issue, we offered to remake the earrings and upgrade them to platinum at our expense, and provide a $150 refund for the inconvenience caused. On November 14, 2023, the customer received the remade 3ctw earrings, but unfortunately, the certificates were not included. We apologized for this oversight and inconvenience it has caused. As a resolution,we have provided an additional $50 refund and offered to have the earrings sent back to us for validation and certification at no cost to the customer. We assured the customer that we will expedite the certification process for 2-3 days instead of 1-3 weeks. We are currently awaiting confirmation from the customer regarding their decision to send back the earrings for certification or not.
  
  Grown Brilliance acknowledges the unfortunate series of events this customer has experienced with his order. We extend our sincere apologies for any inconvenience caused and have reiterated our regret to the customer on multiple occasions. To rectify the situation, we have issued partial refunds and upgrades at no cost as compensation. We are dedicated to ensuring the swift delivery of GB jewelry to our customers. It's important to note that the customer has received partial refunds and the upgraded earrings from their order. Furthermore, we have relayed valuable feedback to the relevant departments and leadership to improve the quality of our jewelry and services for all Grown Brilliance customers. Our **************** team is in communication with the customer, and we encourage all customers to reach out to **************************************** so we may be of help.

  Customer response

  12/08/2023

   I am rejecting this response because:
  

  Firstly, as per our previous communication (attached), Grown Brilliance initially presented the platinum upgrade NOT as a goodwill gesture due but as an oversight and error on their part (please see attachment) . However, upon further inspection, it is clear that this was not an upgrade but rather a correction of an error, as explicitly mentioned in your email. This has left me feeling misled and disappointed, as the term "upgrade" implies a positive enhancement rather than a rectification of a mistake.

  
  Additionally, Grown Brilliance committed to expediting the certification process within 2-3 days, as opposed to the originally stated 1-3 weeks. Unfortunately, the subsequent email contradicted this commitment by indicating a timeline of 2-3 days followed by an additional week (see second email). I have spoken to multiple representative who state it will take 2-3 weeks and that they are still searching for the certification. This inconsistency in information is concerning and has added to the overall frustration of this entire ordeal.

  
  The order in question was intended as a gift to be given in October. Regrettably, due to a series of delays and errors on GB's part, I received the replacement over a month later. While I did accept a discount in recognition of the delay, the gravest concern arises from the fact that the diamonds were sent without the required certification.
  I was initially informed that the delay was necessary to finalize all the details to meet high standards. However, the delivery of uncertified diamonds contradicts this explanation and raises questions about the quality control and commitment to delivering a fully compliant product. Sending diamonds without proper certification is not only disappointing but also raises legal concerns.

   

  I would like a new pair of 3ctw, platinum diamond earrings with proper certification and then I will return this incorrect pair. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two rings from Grown Brilliance on December 23rd, 2022 and they arrived on January 14th, 2023. One ring was an engagement ring with a matching wedding band. I proposed to my partner on May 29th, 2023. After I proposed the ring was noted to have a defect in it and both rings were too large and needed to be resized to properly fit. I contacted Grown Brilliance to send my rings in under the Lifetime Warranty and ring resize program on June 8th, 2023. I was provided instruction to ship my rings to Grown Brilliance for repair and resize with an estimated repair time of 1-3 weeks. Grown brilliance received my rings on June 13th, 2023. I have followed Grown Brilliance numerous times after the rings had been at the repair facility for over 4 weeks. Grown Brilliance did provide me with a 200 dollar compensation for my trouble but was unable to provide a status on the ring repair. After the 7 week point, on August 2nd, 2023, they finally contacted me to inform me that a new ring was on its way. I received the package on August 3rd, 2023 and it only contained the engagement ring. I immediately noticed that the diamond was smaller in the ring sent. I brought it to a jeweler who examined the ring and confirmed that this was not the diamond I sent in to Grown Brilliance and that it was in fact a smaller one. I also wasn't provided a certificate for the diamond. Almost as if Grown Brilliance was trying to pull a fast one on me and hope I didn't notice. To this day, I still have no idea where my original rings are. I feel that I have been robbed and my poor Fiance has had to deal with not wearing a ring that I proposed to her because of this disaster.

  Business response

  08/15/2023

  Grown Brilliance Response:

  
  The customer purchased an engagement ring and wedding band from Grown Brilliance (GB) in December 2022. In May 2023, he proposed to his fianc. Unfortunately, both rings were too large and the engagement ring had a crack in the band. On June 8th, the customer asked for a resize of the rings and the cracked ring to be repaired. The repair process took longer than our standard. When GB shipped the items back to the customer, the customer received only the engagement ring. Also, the center diamond in the engagement ring was smaller than the one in the original order. GB has been in communication with the customer. The wedding band has been remade and the customer received it on August 10th. We have covered the cost and shipping expenses for the new band. Furthermore, we have already started the creation of a new engagement ring with a center diamond carat weight of ****ct or larger with D color and VVS2 clarity. GB will then ship the new ring, along with the center diamond certificate, to the customer as soon as possible.

  
  GB acknowledges that this customer has encountered a series of unfortunate events during the repair process. We sincerely apologize for the inconvenience caused and have expressed our apologies to the customer multiple times. In an effort to address the situation, we have issued a partial refund to compensate for the inconvenience. Currently, we are actively assisting the customer with each item to ensure a satisfactory resolution. We are committed to expediting the delivery of the correct GB jewelry to our customer as quickly as possible.Additionally, we have provided valuable feedback to the relevant departments and leadership to enhance the quality of our jewelry items and services for all Grown Brilliance customers. Our **************** team is in communication with the customer, and we encourage all customers to reach out to our customer service team so we may be of help.

  
  Thank you,
  Grown Brilliance 

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