Brian Gavin Diamonds: most-reported complaints
Automated analysis of 250 public Trustpilot reviews published 2014-10-19 to 2026-08-22. TrustScore 4.8 from 1,894 total reviews — see the Trustpilot page. Quick answer: is Brian Gavin Diamonds legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Brian Gavin Diamonds provides unhelpful support, accounting for 31% of the 45 identified complaints. Issues with faulty products and late delivery each represent 20% of the complaints, while 13% of reviewers state the items were not as described. The reports regarding unhelpful support and faulty products are trending upward, whereas complaints about late delivery are trending downward.
How to reach Brian Gavin Diamonds
These are the contact details Brian Gavin Diamonds publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 866.611.4465, email [email protected], address 7322 Southwest Freeway #1810, Houston, 77074, US.
The company claimed its Trustpilot profile on 2014-07-30, uses Trustpilot’s paid features, and last replied to a negative review on 2025-12-24 — more than six months ago. Trustpilot ranks it 19 of 155 in Jewelry Store. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.8★ on Google (30 reviews)
TrustScore over time
4.8 → 4.8 across 5 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-24 (25%, 0.0d) · 2026-09-18 (33%, 0.0d) · 2026-09-21 (33%, 0.0d) · 2026-09-24 (33%, 0.0d).
Severity: 13% of this company’s 45 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Measured reply time: across 43 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of under a day.
Reply quality: of 43 company replies to negative reviews analysed, 44% engaged with the specific problem and 16% were generic templates.
Review provenance: 153 company-invited reviews in the recent window average 4.93★, while 54 organic (uninvited) reviews average 4.61★.
52% of its 196 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 31% of this company’s complaints vs a 18% median across 164 ranked companies in its sector.
Review velocity: 80 of this company’s 1,894 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about Brian Gavin Diamonds?
Support unhelpful
14 reports · 31% of complaintsrising since 2019-05“I waited 6 weeks and they made them wrong.”
The company replied on 2020-11-10: “Shelley, we are sorry that you did not have a good experience with this purchase. We were unaware that you were not happy with your diamond earrings as you have had them several weeks already and we…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I was misled (told items were in stock when they were not; told fees would not apply when they did), and transferred from one person to another.”
The company replied on 2019-01-07: “John, we are sorry that your experience was not how you envisioned it would be. The events that transpired were not related to the amount of money you were spending in any way at all. You called in…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Salesperson helped to transact but with a comment that she doesn’t understand why I was having problem”
The company replied on 2021-10-12: “A.R. We are sorry to read that your experience fell short of your expectations. We reviewed your order history and see that we issued the invoice manually as there was some difficulty with you…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Faulty product
9 reports · 20% of complaintsrising since 2019-05“I waited 6 weeks and they made them wrong.”
The company replied on 2020-11-10: “Shelley, we are sorry that you did not have a good experience with this purchase. We were unaware that you were not happy with your diamond earrings as you have had them several weeks already and we…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“The first ring arrived with a band that was thinner than advertised, so it had to be remade.”
The company replied on 2026-05-07: “Thank you for your feedback, Tiffany. We appreciate you giving us the opportunity to make things right and are glad you are happy with the final ring. While the process was not as seamless as…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“Two of the stones fell out over the weekend.”
The company replied on 2017-10-10: “Angel, The product you purchased is noted on the website as "Each band is made to order and is a FINAL SALE." We apologize that this item is not eligible for exchange. We are pleased that you think…”
Our classifier read this reply as a deflection.
Delivery late
9 reports · 20% of complaintsfalling“they provide no easy way (I could find) to contact them”
4 readers marked this review helpful on Trustpilot.
“After three weeks of no contact, I again reached out to them”
The company replied on 2015-11-13: “Hi Andrew, we acknowledge that we could have kept you updated more often and apologize for this. The diamonds you ordered were preorder stones from the factory and when they did not turn out as…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“significant delays in creating product though initially rushing customer to buy”
The company replied on 2018-05-29: “Siyang, the diamond that you purchased was from our Advanced Selection which meant that we needed to have payment in full before the diamond could be completed at the factory and submitted to the AGS…”
Our classifier read this reply as a deflection.
Not as described
6 reports · 13% of complaintsrising since 2019-05“The first ring arrived with a band that was thinner than advertised, so it had to be remade.”
The company replied on 2026-05-07: “Thank you for your feedback, Tiffany. We appreciate you giving us the opportunity to make things right and are glad you are happy with the final ring. While the process was not as seamless as…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“Two of the stones fell out over the weekend.”
The company replied on 2017-10-10: “Angel, The product you purchased is noted on the website as "Each band is made to order and is a FINAL SALE." We apologize that this item is not eligible for exchange. We are pleased that you think…”
Our classifier read this reply as a deflection.
“I never approved anything, I was never asked “is this what you want?””
The company replied on 2018-04-18: “Wyatt, We worked hard to earn your business and we are sorry that you had a less than stellar experience during the design process of your engagement ring. We understand that you were expecting a…”
Our classifier read this reply as a substantive response.
Delivery failed
4 reports · 9% of complaintsrising since 2019-05“my card was charge but the order never went through”
The company replied on 2017-11-08: “Phillip, thank you for taking the time to share this honest feedback. Our customers' online experience is very important to us, so we truly take your feedback to heart. We're always seeking ways to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“2 of my product arrived in Ohio and 1 in West Virginia.”
The company replied on 2016-12-15: “Shannon, thank you for sharing your feedback and concerns with us. Our shipping policies are clearly stated in our FAQ section http://www.briangavindiamonds.com/home/need-help-faq/ specifically "All…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“my diamond was no where to be found.”
The company replied on 2019-01-29: “Shawn, we are pleased that you are happy with your diamond and with the Brian Gavin part of the purchase. We have been shipping with FedEx since day one and have not experienced this before. All our…”
Our classifier read this reply as a deflection.
Other
3 reports · 7% of complaintssteady“Her answer without consulting with management was no”
The company replied on 2019-02-08: “Tanya, we are sorry that you felt rushed and annoyed today. We reviewed the details of your call and see that you were frustrated that our current coupon offer was not working for the diamonds you…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I was told that the setting could not be returned. This needs to be more clearly defined in the buying process”
The company replied on 2017-12-05: “Joel, per our return policy, the setting you purchased is a Sholdt setting which is from the outside designer ring collection and is a final sale. We are sorry that it did not work for you and will…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“it took approximately 2 weeks and my wife wasn't too happy with that”
The company replied on 2018-03-02: “Gonzalo, we have checked your record regarding the timeline. We received your wife's ring on 2/12, the invoice for return shipping was issued on 2/14 and payment was received from you on 2/20. We…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Compare Brian Gavin Diamonds with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.