Brilliant Earth Reviews

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.