Brilliant Earth

I designed, cast & sold custom jewelry, especially bridal, so I know a thing or two. My fiancé picked out a diamond wedding band, & matching earrings, in 18kt yellow gold. The pair were affordable, considering the price of 18kt yellow with lab grown diamonds. I have no prejudice against lab grown diamond because they are true diamonds and graded as such. The level of customer service I received is five stars, mostly for the thoughtful additions to my order that were not on the menu.

Two years ago I purchased my mom a pair of diamond earrings for Christmas and they came with a nice pair of complimentary diamond studs. The earrings were beautiful, comfortable, and had a good backing for safety. We have had no issues with the earrings and I accidentally lost one of the complimentary studs completely of my own fault. I contacted Brilliant Earth to secure a replacement and they were prompt to pick up the phone, they were kind, and very capable. I received an email resolving my question just a couple days later. They have since promptly cleared up other questions I've had with kind communication. They don't joke around about the lifetime warranty! They've secured lifelong customers from me and my family.

I bought an engagement ring 2-3 years ago. It looks great! About a month ago we discovered that one of the side little diamond stones is missing. We sent it back as instructed. On the first follow-up call, the repair cost was $200-300. On the follow-up call, our objection was accepted, and a month later, we received the ring back, shiny and fixed. It was a satisfying experience. Thank you, Brilliant Earth.

My boyfriend and I visited the NYC showroom to get an idea of which Engagement ring styles we liked best. We had visited a few other brands/stores but I was so impressed by not only the extensive selection of diamonds and settings Brilliant Earth provided but also the customer service we received. Kylie asked thorough questions about what we were each looking for and put many options in front of us, she even went as far as letting me try on her own engagement ring (which was my dream ring)! We left feeling so positive that we have found a ring that we both loved!

I had the most positive experience when I visited the New York showroom with my best friend to try on rings. Shefrin was both professional and supportive and made me feel comfortable throughout the entire experience. He provided important insight from a professional standpoint while also dedicating himself to understanding my preferences. He did not make me feel guilty or rushed when I kept asking to try on more rings, and furthermore the survey you fill out before hand (which he did take the time to carefully review) guides the experience and makes conversations about budget a non-issue. Shefrin respected those boundaries and got me in a ring I love. Furthermore, by only allowing two people in the showroom at a time and having separate displays for each person, it truly makes the experience about you. Shefrin was authentically personable and I am super excited to have him on my team through this exciting stage of life.

I picked up an engagement ring in January and the center stone fell out in March. It was repaired at no cost, but then fell out again in May. This was not a cheap ring and also in platinum. I am awaiting a resolution at this time, but I regret going with this company. I don't feel like the salesperson was knowledgeable as she said my stone would not fit in a bezel setting and after the second repair I looked into switching the setting. Now someone else says that was never correct and it would fit. I hope to be able to get a policy exception and get a new setting, but I am still not hopeful it will be quality.

If you can, take your business elsewhere. Brilliant Earth rings are poor quality and their customer service is terrible. I will never give them any more business and can not endorse any of their products. Here is the story: My fiancé bought a ring at Brilliant Earth 1 year ago for our engagement. In March, I noticed one of the stones in the band fell out and the center setting was so loose you could spin the stone around. I created a insurance claim through Extend, their insurance provider. Brilliant Earth took 8 days to follow up with the claim. They stated that once my ring was received, a service representative would call to discuss any needed repairs. No one ever contacted us in any way about the repairs to my ring. I reached out to Brilliant Earth on several occasions to figure out what was going on with my ring and no one could tell me. 3 weeks later, my ring was returned with an entirely new setting.

Do not buy from Brilliant Earth. They cannot be trusted...I ordered a necklace on April 21 for a May 3rd delivery...after the order was placed they changed the delivery date to May 5th... Now on May 5th they changed the delivery date to May 9th...This was for a birthday gift with plenty of time...Now it will not be on time...Don't buy from Brilliant Earth. They cannot be trusted.

I recently had an extremely disappointing and frustrating experience with Brilliant Earth when purchasing a lab diamond engagement ring. I want to share my experience with others to help them avoid the same pitfalls I encountered. In summary, I encountered misleading marketing, rude customer service, and a lack of timely resolution.

Product broke in same spot multiple times in less than 3 mo/ after initial purchase. Return process is extremely cumbersome and issue is still not resolved. Multiple escalation calls to management have lead to return calls from members of non-management to re-schedule my call with management—-which has still not happened. Trip to retail store during advertised hours 90 min from how —to find it wasn’t open despite being advertised as such online. Awful experience…Worst jewelry buying experience ever and one of worst of any purchasing experience overall.