Grown Brilliance - Dallas - Stonebriar — Local services in Frisco

Our entire experience here was extremely confusing but the end result is this: there is no way I am leaving any sort of expensive jewelry in the hands of this location.

I made an appointment for a ring re-sizing a couple of weeks ago after I bought an engagement ring from GB online with lifetime protection and everything on it. We got to the store at our designated time and were told by the employees on the floor that they were unable to get in touch their manager to start the process of resizing. Weird, but okay not their fault, so we walked around the mall for a while. When we got back after about an hour, we were greeted by the manager and one of the employees tried to start the process. I say tried because he A) couldn't figure out how to log on to the computer; B) proceeded to have trouble logging into their system then; C) couldn't find my order despite me giving him the number, my name, email, etc. He repeatedly asked me if I was sure I ordered the ring from grown brilliance until I showed him the email receipt. I guess that convinced him but there was another part of the process where they had to send me an email confirmation where I authorized them to carry out the resizing. No email was coming through and they had no idea how to handle that so we were just standing around the store while he tried to get help. We ended up just leaving after being left there for around 15 minutes at the end.

I guess the full process, based on what I was told, involves sending the ring to a facility in New Jersey to be resized before it's sent back to this location. I'm sure the confirmation email has to do with me approving this shipping process and getting in the loop with package tracking etc but like I said, I have no confidence that this would have been handled correctly. There was more than just a possibility that it would be lost in transit and there wouldn't be a record of it even leaving this facility. I'm hoping other retail locations are better, because this one...

Shoutout to Timmy Nguyen being one of the best customer reps I've ever dealt with!

I have been in contact with Timmy regarding an engagement ring purchase and a wedding band purchase for both myself and my S/O for the last couple months, and let me tell you when I say his exceptional care for customer service has definitely left an impression on me and has been a significant reason why I and my S/O are so glad we went with Clean Origin.

Since starting my journey to find an engagement ring, I have shopped around to traditional jewelers before, and I always have found the industry very shady where jewelers were also trying tricks to hoodwink me into buying their rings over competitors, but when I stepped inside the Clean Origin store in Dallas, Timmy immediately took care of me with care and respect and answered all my questions with dignity and professionalism. It was so refreshing talking to someone who wasn't trying to force me to buy a ring on the spot.

Since I live out of state, I have mostly been talking to Timmy regarding my purchase via email and phone call and he has gone above and beyond many times over when it came to getting my purchase exactly right ( my wedding band was custom made and I wasn't a fan of the first iteration so he made sure the jeweler customized it perfectly to my liking). He has been very attentive to my requests and informed me of the status every step of the way, all the way till he made sure it arrived safely in my hands. His exceptional service will definitely be a big part into why we will recommend Clean Origin to others (along with of course how amazing the rings came out!)

It has truly been a pleasure having worked with Timmy that I just had to give him a great shout out for all...

Purchased 2 rings from the Grown Brilliance store in the Frisco Texas mall, an engagement ring and a wedding band.

1st problem : We're told at time of purchase we qualified for a free diamond bracelet promotion due to amount spent. Went to pick up rings - no bracelet. Sales associate said she didn't remember that. Spoke to the manager, she'll look into it and call back. Manager didn't call back, and would not return calls despite leaving multiple messages for her.

2nd problem : Same day, my wife decided to upgrade to a more expensive wedding band, so we did not pick up the original one. They said they would refund the original wedding band price in 2-3 working days. Also, due to new amount spent, we should qualify for diamond earing promotion. 24 days later, still no refund despite multiple phone calls to customer service. Ended up having to dispute the charge with our credit card company. Never did get the free promotional bracelet or earings... Rings we purchased are very nice, and my wife really likes them, so we decided to keep them despite everything.

Here's the takeaway on Grown Brilliance:

Company has extremely poor customer service after the sale, and does not follow thru with promises they make. Lots of other companies out there, I would recommend to take your business to...