Brian Gavin Diamonds Complaints

Hello Danny, I am considering working with Brian Gavin Diamonds for the creation of a custom engagement ring, which is very similar in design to the Brian Gavin Round Square Halo setting, but with a split shank design that is similar to the Split Halo setting from Brian Gavin. Since the amount of money that I’m going to be spending is substantial to me, I’m conducting my due diligence and have been reading the Brian Gavin Reviews found online, the majority of which are quite impressive. However I tend to measure a company not only by its successes, but by how it addresses its failures as well, can you tell me how you handle customer complaints and service issues at Brian Gavin? I don’t intend on having a problem, but want to know what to expect in the event that something goes wrong. Thank you for your time. Alex B.

Brian Gavin Diamonds Complaints Department:

As you’ve indicated Alex, the measure of a company is often based upon how it manages to resolve customer service issues which arise as part of the normal process of doing business. The reality is that it is practically impossible to ensure that 100% of the people are going to be satisfied 100% of the time with everything that we do, and sometimes this is because of an oversight on our part, while other times it is simply a reflection of their personal circumstances… this is a simple fact of life.

One of the advantages to being one of the pioneers of the online diamond industry, as we tend to think of it, is that we’ve had the time to create and fine tune our customer service policies in response to the challenges which have been presented.

I’m reasonably certain that you’ve already reviewed our inspection and return policy, but if not, this is a great time to familiarize yourself with this document which addresses the most common customer service questions that we receive at Brian Gavin Diamonds. Of course if there is anything not covered that you would like to know, just ask…

Brian Gavin Diamonds is a Family Run Business:

One of the biggest challenges that we seem to face at Brian Gavin Diamonds is that we are a small, family run business, with a large online presence. The prominent position which Brian Gavin Diamonds enjoys in the online diamond community is a bit of a double edged sword, in that it provides us with a steady flow of clients who tend to be extremely satisfied and loyal, but also creates the expectation that we should be available to serve the needs of our clients 24/7 and 365 days a year.

And I suppose that we could create the illusion of being available to our clients throughout every moment of every day, by sub-contracting out a portion of our customer service activities to a phone bank which is located overseas, but we prefer to maintain personal contact with our clients…

And this means that we might not be available to respond to your correspondence or concerns as quickly at times as you might prefer… some of the most memorable customer service complaints that I’ve encountered while working at Brian Gavin Diamonds have been due to a client submitting a question or concern via email late on a Friday afternoon, and then working themselves up into a frenzy over the weekend because they did not receive a response in what they deemed to be a timely manner.

When in reality, our family business was closed in observance of the Sabbath, or some other religious holiday, which is part of our faith. In these circumstances, we might return to work on Monday morning, to find our inbox flooded with inquiries made both by the client, and by other loyal clients and trade members who want to be sure that we are aware of the issue, which has often been made public on a diamond forum, or some other form of social media, such as Facebook or Twitter.

At the end of the day, I find that the majority of customer service issues and complaints about Brian Gavin Diamonds, can be resolved by trying to maintain the balance between providing for the needs of our clients, by way of treating them as if we would want to be treated if we were in the same situation, while at the same time trying to ensure that we aren’t taken advantage of by customers who don’t have a clear idea of what they want, and/or aren’t willing to pay a reasonable amount for the development of something like a custom ring which can be quite costly in terms of design and production time.