Brilliant Earth Reviews

We eventually got the ring back correctly made, but not before I reached out directly to the almost the entire leadership team and was completely ghosted by all of them. Their customer service solution was a discount on a future purchase and a statement that there was no one else I could be escalated to. There will be no future purchase. If you want a memorable engagement ring experience and don't mind if that memory is a bad one, Brilliant Earth is your store. If you'd prefer a good one, shop somewhere else.

They told me it would be $180 to replace my missing stone and fix the damaged prongs. Then they told me it would be an additional $125 to clean and refurbish my engagement ring. I didn't tell them anything was wrong with my engagement ring, I had them note in my claim, even before I sent it, that the only reason my engagement ring was there was because my rings are soldered. I ask the rep handling my claim if the refurbishing and cleaning was under my lifetime warranty and she said she didn't even know it had a warranty. They are literal scammers.

ON TOP of all of this, they wanted me to sign a liability waiver stating that if my rings were lost or damaged under their care, THEY ARE NOT RESPONSIBLE AT ALL. Meaning the $10K that my husband spent would be down the drain and we would be responsible. I am beyond disappointed and disgusted with this company. They will woo you in their stores with the elegance and experience, but don't let them fool you. In the liability form they don't even have the right ring size written down for my engagement ring, that speaks volumes about their attention to detail. AVOID BRILLIANT EARTH AT ALL COSTS.

However, when I checked Brilliant Earth’s website the next day, the exact stone — same item number, same listing — was still being advertised as “only one available.” This was after I had already been told it was unavailable and after they had asked me to complete payment for the remaining balance of a stone they claimed was “sold.”

Consumers should be aware that Brilliant Earth’s online inventory may not accurately reflect real time availability. Even after being told a stone was “no longer available,” the exact diamond continued to be advertised as “only one available,” creating confusion and undermining trust. Brilliant Earth requires deposits before confirming vendor availability, which exposes customers to unnecessary financial and logistical risk. In my case, a deposit was taken for a stone that was later claimed to be unavailable. The lack of internal coordination between sales, customer service, and inventory systems resulted in contradictory information and unnecessary stress during what should have been a straightforward process.

Another major issue: Brilliant Earth refused to bring in a comparable stone without requiring an additional deposit — despite having no similar stones available in the showroom. This practice pressures customers to either commit to the first stone shown or pay additional deposits just to view comparable options — an unreasonable approach that exposes consumers to unnecessary financial risk. For a company that markets itself as transparent and customer centric, this practice is unreasonable and creates a high pressure sales environment.

Instead of taking time to understand my diamond goals, I felt pushed toward the first stone I viewed, making the experience feel transactional rather than relational. Purchasing a diamond is a meaningful and often emotional process. The misrepresentation and inconsistent communication I experienced made it impossible to feel confident moving forward.

Ultimately, Brilliant Earth’s business model and customer service practices — including misrepresentation of inventory, lack of transparency, and pressure based deposit requirements — led me to rescind and cancel all orders. When purchasing something as significant as a diamond, trust is essential, and unfortunately, this experience made it clear that I could not move forward with them. I strongly encourage anyone shopping for a diamond — especially a specialty or high value stone — to proceed with caution, verify inventory independently, and be mindful of deposit requirements.

February 19th I met with the “repair expert” who assured me the ring should not look like that and that it could absolutely be fixed. She also told me like 6 other things they found wrong with my original ring including a crooked center stone (not sure how it passed original QA inspection…). Even said they had to start completely over due to all the defects.

March 17th I received the ring back and it looks identical to the one I received before. Now I am told I am past the 30 day return window. I've never even worn the ring (not yet engaged). It has been in Brilliant Earth’s possession being “repaired” for months. I would have returned if I wasn’t told by a repair “expert” that it could be fixed. So now I am months into this process. The solution proposed? To send it in for repair. I just want the money back to go elsewhere since I have lost all faith in the quality of this company.

The ring did come in on 11/26/25 and the quality was not what we thought it would be. We had specified that we wanted a royal blue sapphire and not a dark sapphire and the salesperson had assured us they would be what we wanted. He showed us sapphires in the case in the store and said all of their sapphires were royal blue and that is what they are known for. The sapphires in my ring were almost black and had no dimension at all. In general, the ring felt lighter and not as substantial as the picture depicts. However, the center diamond was gorgeous. We did not take the ring and decided to send it back to have the sapphires replaced. It was late afternoon the day before Thanksgiving, and they said they would send us an email with this info...Saying they had the ring and were sending it back, etc. We never received the email.

On the Friday after Thanksgiving, we called Customer Service and they had no record of this. In short, you cannot speak directly to the store. Customer Service is completely different from the store and if we wanted to speak to them, we had to go to the store. We asked to speak to the store and they refused. They also refused to let us speak to their manager. They were incredibly rude, which is crazy considering how much we were spending. We drove to the store and decided to cancel our order at this point. The customer service was the worst, and we didn't feel comfortable moving forward with such a big purchase with them. The salesperson apologized for our ordeal. It still took 3 weeks to deal with customer service to try and get our money back, even though they had the ring the entire time. We could only speak with customer service, who had no contact with the store and who couldn't care less.

We finally called our credit card company who was able to expedite the process with them and credit our account. The diamond was beautiful, but they are overpriced. We went to a local jeweler who has been in business 70+ years and they have the equivalent diamond for $2,000 less and could get the sapphire color we were looking for. I would recommend avoiding Brilliant Earth...Terrible customer service, overpriced, etc. when this process should be an exciting time in your life. Go local!

After a period of enjoying my engagement for the past 1.5 years, during my wedding band search, I didn't realize that because of BE's specific dimensions of my e-ring band, no other jewelry retailers had the same or even similar, so I felt forced to get a BE wedding band in order for it to sit flush against my e-ring. If I had known that the dimensions were very BE specific, I would have changed the dimensions during the custom process.

After having decided on one of their specific wedding bands, I asked customer service if they could reinstate the wedding ring credit. I asked first in July this year, and the rep said that they could probably reinstate it when I was ready to purchase. Several follow-ups later, I spoke to several representatives who gave quite a bit of false hope that the code could be reinstated: “they’ve done this before”, “it’s easy for them to do” or “it looks like they’ll reactivate the code and we’re just waiting on confirmation on that”. Lo and behold, their backend team finally got back to me and they flat-out said they could not reinstate the code. I felt like they 1000% set me up for a bunch of disappointment.

I then asked to escalate this, and their general CS team responded that they would have someone from "management" speak to me within 24 hrs. Unfortunately, I was beginning some overseas travels at the time with intermittent phone service when the person they assigned (customer resolutions rep named Jay T) called me, left a voicemail, and it was a nightmare just trying to get back in touch with him with the 7+ hr time difference.

The most frustrating thing is that you have to use a stupid Google Forms to "set up" a meeting with him, and even when I sent over my preferred time, he didn't even call me at that specific time and it was hours later. Having not been able to get in touch, he then sent a very dismissive email saying "we haven't been able to connect directly over the last few days" (it was only 36 hours), and to instead reach back out to the general customer service if I still need assistance. Are you serious? Just running around in circles. Follow up phone calls (it goes to his voicemail) and emails trying to reach him were left on deaf ears -- he pretty much ignored me.

After returning from my trip, I called several more times and sent more emails to CS. They said via email that their management would get back to me, and I waited again. FOR DAYS. I sat by the phone waiting with crippling frustration and anxiety. What an absolute waste of time and energy. No one ever got back to me and I think they straight up just lied/said that to get me off their backs. And they're right, I did give up because I had enough.

It's crazy that after spending almost $10k on my custom e-ring from them, I had to go through this horrific ordeal of a process over something so simple. They have no idea what customer loyalty looks like -- I'm literally wanting to throw more money at them for a wedding band only to be treated as less than. RIDICULOUS.

Here is a timeline of what we have been through: -5/28 we dropped my ring off because the morganite stone fell out and needed to be re set. -7/3 we were told my ring was missing stones on the band and they needed to be replaced. (Which is we knew was not true and we fought this.) - 7/8 we were told the above was incorrect and they were only loose stones and they were requesting we approve for a ring refurbish. - 7/8 we approve the refurbish. - 7/9 we are asked for approval again so we email back with approval. - 7/22 we receive a call from the repair team asking for approval to start on the ring repair… 2 weeks later after already approved.

- 7/24 we are told the delivery date is 7/30. - 7/30 we are told jewelers need more time on piece and new delivery date is 8/1. - 8/1 we heard nothing from the company so we send an update request. - 8/2 we are told the company needs to now source the morganite stone so the new delivery date is 8/5. - 8/5 no update from the company so we send an email asking for one. -8/7 we are put in touch with the customer resolutions rep who tells us the company cracked my center stone and is now having to re make the ring completely. Therefore no longer being able to give me the ring my husband and I married in back to me. TERRIBLE customer service.

-8/21 no update from the company so we send an email asking for one. —8/21 we are told the delivery date is now 8/25. 8/22 we are now told the delivery date is 8/29. -8/28 we are told the ring is shipping to showroom today. -8/30 we drive all the way to Showroom on our day off to pick up the ring that was NOT my ring and incorrect. Therefore the ring is now sent back to the repair team. -8/31 we are now working with you a customer resolutions manager. -9/8 we send a follow up email since it has been a week since my ring was sent back. -9/9 the delivery date is now 9/17. -9/17 we are told the delivery date is now 9/19. -9/18 we are told the delivery date is now 9/23. -9/23 we are told the delivery date is now 9/30. -9/28 we are told the delivery date is now 10/3. -10/3 we are told the ring did not pass their “quality assurance check” and our new estimated delivery date is 10/14.

We are now asking for a full refund because we never want to talk or deal with this company again but we are told that we are past the 30 day return policy. Every time we ask for an explanation of what is going on they give us the same BS story about how they hand craft all their rings to quality and ours is taking extra time.

Frustrated, we went back to the Dallas store, where the manager still couldn’t help us. Eventually, we spoke to a “customer dissatisfaction supervisor,” who spent 40 minutes on the phone making it sound like something would be done. He promised an investigation and options for a return or exchange. A week later, I followed up—only to be told he thought we already had the ring. After more back-and-forth, he finally said the ring had no manufacturing defects and offered only a polish/repair. After a month and a half without the ring, we finally got it back, shiny again. But within two days of my husband wearing it, new scratches appeared. This is supposed to be an 18K gold wedding ring, yet it scratches worse than any jewelry I’ve ever purchased elsewhere.

The problem isn’t just the quality—it’s the company’s refusal to stand behind their products. They misled us multiple times, wasted hours of our time, and left us with no real resolution. If you are considering purchasing jewelry here, especially something as meaningful as a wedding ring, think twice. Don’t be fooled by the 4.5+ star corporate reviews. In reality, this company does not take care of its customers.

Finally, my fiance called them, and the customer service rep informed us that they had damaged the diamond during the repair, but had found us a replacement and needed his approval to move forward. We approved this, but this was several months after the initial repair was sent in, and again there was no proactive communication from the company about the delays, or the damage done on their behalf. Now, the repair with the new diamond continues to be delayed! At this point, my wedding is around the corner and I don't even know if my ring will be back in time. We will not be ordering our wedding bands through Brilliant Earth, and I would not recommend the company to anyone I know.

Trying to do the right thing, I contacted Brilliant Earth about the situation to see if there was something we could work out to somehow offset this purchase. The representative said they do not take back their jewelry back after checking with a manager. We were not looking for a full refund or even close. Maybe some cash for the ring and store credit for down the road. Finally, after saying no to all my possibilities she gave me 3 places to call that would buy the ring back and all 3 said no they don’t take lab grown stones. My final attempt was to send the ring out to a wholesaler. They offered me a total of $185 for the ring. Clearly this Brilliant Earth Company is using inferior materials if they are charging $9,104 dollars for $185 in materials.

We sincerely apologize for any inconvenience this may cause and are here to assist you with any questions you may have. "

I found this highly irregular. After contacting them, I received a PayPal invoice. Before I went to pay it, I checked my CC statement, and the charge had gone from "pending" to "processed." This conflicts with my personal and professional (fintech) experience with refunds that occur by a merchant within 24 hours of a purchase made on a weekend. This made me nervous. They wanted me to pay an invoice for the order amount via PayPal before I even got the refund AND the transaction confirmed as processed: very odd and suspicious. I found the whole process unusual and it triggered that part of my brain that is always looking out for scams.

I was told by the first chat support rep that this situation happens when users pay via Apple Pay because BE has no way to do additional verification on the card numbers due to Apple being in the middle obfuscating the transaction. This checks out from my perspective and experience using Apple Pay in the fintech industry. However, in that case, I find it irresponsible for BE to offer this payment method knowing it will result in this alt process.

All of that being said, this was just my experience, and I understand and respect that the likelihood of this being an actual scam is quite low. More likely, Brilliant Earth is protecting their business from fraud, which I respect; however, the experience of them prioritizing this protection over my user experience was sub-optimal. I ended up canceling my order, and I'm awaiting a full refund. I will update this review if anything additionally poor happens.

When I visited the Brilliant Earth store in La Jolla to address the issue, the staff was rude, dismissive, and completely unwilling to help. Instead of offering a reasonable solution, they tried to charge me twice the price that reputable jewelers charge for rhodium re-plating. For a company that markets itself as “high quality and customer-focused”, this was beyond disappointing. If you’re looking for a well-made ring from a jeweler that stands behind their products and treats customers with respect, I strongly recommend going elsewhere. Don’t waste thousands of dollars on a company that doesn’t care about the longevity of their jewelry or the satisfaction of their customers.

Original Review: Oct. 7, 2024

The worst experience ever! I lost 2 diamonds on my engagement ring and wedding band. We sent them off to be repaired and to ensure all the diamonds were seated properly (and paid over $500 CAD). Within WEEKS of receiving the rings, I lost another diamond. I sent both rings off again for repair. I spoke with 2 different managers, 1 of which closed the case without responding to me. Their answers were scripted with zero remorse. They will not cover the cost but agreed that this should not have happened. My rings are now being sent back without repairs. I will NEVER deal with them again!

5. We were offered to loan the rings from their showroom. Upon arrival we waited extra hour, staff member didn’t seem to know the reason of my visit. After all they had no rings that would look even close to what we picked. They had only 1 size of each ring: for her it was twice bigger, for him it was small. We had to decline the offer because they didn’t look like wedding bands at all (more like rings to determine the finger size) and mainly because they didn’t fit us. When I sent them an email they ignored me. I sent them another email AND THEY OFFERED US TO COME TO THE SHOWROOM AGAIN AT DAY OF OUR WEDDING. I still can’t understand why the rings weren’t ready for scheduled loan-appointment. Wedding day is stressful enough to try our chances with Brilliant Earth.

6. Their customer relations manager Sara promised the rings to be delivered Sept.19. No tracking info was provided. A MONTH PASSED AFTER OUR ORDER IT WASN'T EVEN SHIPPED. No tracking info, their reps on a phone are always lying and completely ghosting you by email. Save yourself time, shop somewhere else.

When I called Brilliant Earth’s customer service for help, they were completely unhelpful and basically told me to deal with it. Their solution? “Hopefully, it will get there today, and worst case, you’ll have to drive to a FedEx center to pick it up.” Somehow, I’m the one paying the price for their failure to ensure proper delivery. I’m extremely disappointed in the lack of accountability and customer care. Avoid Brilliant Earth if you expect reliable service and support.

Throughout the next month, I emailed BE several times with no responses from them, and I also called several times. In some of the phone calls I was again told that there was no manager to speak to me, and in other phone calls I was told I would receive a call back in the next few days and I never did. I went to the store an additional time and was again told that the manager wasn't able to talk to me. A few weeks later, I went back to the store again and FINALLY, someone with some information told me that they don't have my ring, they had misplaced it despite how I was told that it was put in a safe.

My ring was irreplaceable and they allowed it to be misplaced- I honestly think one of the employees stole it. A couple months later I left my first review and I heard from someone at BE, who apologized to me and offered to either give me a store credit or send a gift, if I would add a comment to my review that someone from BE reached out to try to remedy the situation. I told them I obviously didn't want a store credit, so they sent me a necklace. The necklace had a minuscule diamond on it and on their website it was $80- I would expect more than this after they lost or allowed my family ring to be stolen. I would be very careful with this company if you're considering using them.

Original Review: Aug. 29, 2024

DO NOT BUY FROM HERE. We have had multiple people ask us our opinion on Brilliant Earth and we always tell them the same thing. Get your ring somewhere else. What makes this worse is that this was my DREAM ring. My husband SAVED for this ring. 10 thousand dollars later and I would rather he bought me a ring from Walmart than here. I have had this ring for maybe around 14 months. In that time, it has now needed repairs twice. Diamonds fall out, the prongs get broken and you will get blamed for wear and tear.

The first time my diamond fell out the manager said it is because I probably wore the ring too hard. They made me send in all three rings to make sure this wouldn’t happen again. They wanted to check all the rings and assure me they wouldn’t fall out as well. Lo and behold two months after I get my ring back another diamond falls out. Are they seriously telling me that in two months I wore my rings so hard that a diamond fell out? Absolutely not, try crappy craftsmanship. I can no longer wear my ring anywhere for fear that something will fall out of the setting.

And then there’s the rust that it leaves on my finger. They keep telling me it’s allergic reaction to the rose gold on my skin. I call bull, I’ve never had a reaction on my ring. If the quality is as good as they preach, I would not have a rust stain on my finger. The first time we called - the manager was nice enough to cover the rings. We ended up getting insurance on the remaining two rings we hadn’t covered previously. The second time, the manager offered to exchange our ring for another ring of the same price or less. Not quite sure the point of that since the ring would still be the same crappy quality. Overall just a very very sad customer. This should qualify as a scam.

Original Review: Aug. 27, 2024

DO NOT ORDER FROM HERE. Have had my engagement ring for less than 8 months and it has had multiple issues of diamonds falling out of the hidden halo. Keep having to send it out for repair and am continually without my ring while it gets repaired. Customer service has done nothing but have me continue to send it back for repair. I requested a return, and they will not let me. Also they promised my fiancé delivery by Christmas and they were unable to deliver in time. We had to drive hours to the nearest showroom to pick it up once it was ready, they would not ship it to us.

The quality of this company’s products are incredibly poor, confirmed by a local reputable jeweler who examined the ring. At this point all we want is to return this ring (minus the center stone) along with the 2 unworn wedding bands we purchased from them (we’re not even married yet). Customer service has been a nightmare, it’s impossible to get in touch with anyone, and when you do they just keep repeating their policies rather than try to come to a resolution. This is a warning to anyone considering purchasing from Brilliant Earth, DO NOT DO IT, you will be wasting your time and money.

Needless to say, I was looking at the ring a few weeks ago only to see that one of the small stones on the side fell out. It's not even 6 months since I've had the ring yet. I am so disappointed and felt like I should have done more research on the company and not just the ring designs. They have lovely settings but the customer service is horrible.

Original Review: If I could leave no stars I would! My husband purchase my wedding set from Brilliant Earth. While we were on our honeymoon in Mexico I noticed a couple diamonds fell out of both the wedding band and engagement ring. We contacted Brilliant Earth and we sent it in for its first evaluation and repair, to which they fixed it for free. That was great. However, over the course of the next year and a half we have sent the ring in a total of 4x or more and Brilliant Earth had to even rebuild the entire ring because the diamonds keep falling out. I got my ring back the last time in November last year, it took me until March of this year to wear it again.

Lo and behold, last night another diamond fell out. Mind you, I don’t shower with it on, cook, clean, I don’t wear it to work, I don’t sleep with it on, do the dishes etc… basically I never wear it. I spent countless hours expecting my ring when I did wear it out of fear of the diamonds falling out again. Brilliant Earth told me they will not buy the ring back from me. Our experience with their quality has been a complete nightmare and for the price my husband paid, we should have had a ring that could withstand life with us for a lifetime without the fear I’ve endured over the last year and a half. Once they fix my ring again… which they’ll have it for about a month if not more to do so, I refuse to wear it. Talk about a waste of money, time and energy to just continually be disappointed over and over again. Please do yourself a favor and do not purchase anything from Brilliant Earth.