Brilliant Earth Reviews

Purchased the Versailles bridal set, and while it's a BEAUTIFUL set, I've had MANY diamonds fall out of the bands. If you live a regular life and use your hands to do ANYTHING on a daily basis, do NOT purchase this set. We luckily purchased the warranty for the wedding band and have had to send the band in 4-5 times to get diamonds replaced. I now have a diamond missing from the engagement ring. Customer service has been less than helpful and I wish I would have seen these reviews before purchasing. I am SO disappointed.

We’ve been loyal customers of Brilliant Earth, but after this experience, we won’t be back. We sent in three rings for repair due to discoloration—two after only two years and one after five. For jewelry at this price point, the quality is disappointing. All three needed over $700 in repairs. The service was equally frustrating. I was told to ship all three rings together, then later told they should have been sent separately. We asked about upgrading a diamond and were assured there’d be no cost to adjust the setting—only to later be told it would cost over $600 for a new setting. At one point, we were even told the engagement ring’s location was “unknown.” It then sat for over two weeks before anyone started repairs. This level of quality and service is unacceptable. We’ll be taking our business elsewhere.

Ordered birthday diamond studs for my partner. Shipping and packaging was Good. The free earrings were also fine, they're nice but not the point. The issue is the main thing I paid a lot of money for - Came out of the box and the backs exploded all over the celebrant. It was an embarrassment. I went down to their store, the employee was nice but the process was all red tape. I spoke with a customer service rep on the phone who followed up and said they needed to send the earrings back - TO REPLACE THE BACKS - instead of just sending replacements. I didn't get any email or text or anything along the way. Just buy your goods elsewhere.

I placed an order for an engagement ring with Brilliant Earth which they did ship on time. When it came to the delivery, the driver forged my signature and I never received that package. I immediately contacted Brilliant Earth about the mishap and they proceeded to do bare minimum to resolve the issue even after being told that my signature for delivery was forged. They now say they cannot offer any help. They got their money and threw the customer to the side. The greediest corporation I have ever had to deal with and I would advise anyone thinking about doing business with them to think twice. Any way they can get money they will.

Don’t Buy from Brilliant Earth Jewelry! Poor Customer Service. Do not stand behind their product. Takes advantage you young enthusiastic, excited young people in love. My son purchased an engagement ring for his fiancé in June 2024.: The ring is a 2.75 Carat, Radiant, Ideal Cut, G color, VS1Clarity. 9.16 X 6.76 X4.75mm. Conflict Free Lab Grown Diamond. Platinum Halo Lab Diamond. Ring with side stones (1/3 ct.tw). Extended Protection Plan for Halo Diamond Ring with Side Stones-Lifetime. Total Cost: 9,104.34. After a beautiful ceremony in Aruba, my son and his fiancé got engaged in September. Somehow in November his fiancé backed out of the engagement and no longer wanted to get married. As one could imagine this was devastating to him and his family.

Completed a purchase for an engagement ring using a credit card via Apple Pay on their mobile website. 24 hours later, I received an email from Brilliant Earth Order Protection stating. "We regret to inform you that we were unable to process your payment using the credit card provided due to security purposes. A refund for your initial payment will be processed promptly. To continue with your order, we are happy to offer alternative payment methods. We can accept payment via PayPal or Bank Wire.

I’m not sure how many more ways I can reach out in an effort to get an update on my order. Despite multiple attempts via phone calls, chats, and emails, I have yet to receive any response from your company. I’ve spoken with customer service representatives, a supervisor, and was told a manager would contact me — yet over 48 hours have passed with no follow-up whatsoever. This complete lack of communication is unacceptable. As a result, I have filed a formal complaint with the Better Business Bureau. I am beyond frustrated with the disregard your company has shown, and I’m relieved I chose not to purchase my wedding rings from you. You have lost me as a customer, and I will not hesitate to share my negative experience with others. At this point, I am seriously considering seeking legal advice.

I had an incredibly disappointing experience with Brilliant Earth, both in terms of product quality and customer service. The white gold alloy they use is clearly low quality—the rhodium plating on my band wore off completely in less than six months, leaving it with a yellow, cheap-looking appearance. When my fiancé and I purchased the ring, we were never informed that the white gold would fade so quickly, essentially requiring frequent and costly maintenance.

DO NOT BUY FROM HERE!! Unless you want to spend money on a fake worthless stone. Spent $2,000 dollars, things didn’t work out with relationship. Family jeweler said the stone is not worth anything, pawnshop offered $100. Go somewhere else.

Product quality and quality control is terrible. customer service likely worse. I received my product today. It was the product I ordered but the engraving was done terrible. I called customer service and she told me it was exactly as I ordered. I requested to speak with a supervisor because I was told I had to send it back to be repaired. You cannot repair the engraving. It has to be removed and redone. Waiting for this will go past my deadline. Engraving was not done straight nor in-fact had the spaces I had requested in my order. Horrible customer service and bad quality control.

This company is beyond shady and will lie and take your money WITHOUT providing a product! Purchasing an engagement ring is a huge deal and these people are not the ones you should entrust your special moment with! They have horrific customer service and do not care about the customer at all. Please save yourself time, money and extreme frustration and purchase from anyone else! They deserve zero stars!

Poor customer service. 2 out of 3 items were not shipped with original shipment and missed Christmas time. After multiple correspondence, the second item came 3 weeks later. Still waiting on the third item after more emails. They also refused to price match the $3200 diamond earrings after the item was discounted ~12% a week after it was received. Very disappointing experience. I will not be a repeat customer and will not recommend others to use their services.

RJ was patient, knowledgeable and extremely helpful to me. I had lots of questions and he addressed all my concerns. Ask for RJ and he will take care of you like you are family. I am one happy man because I’m going to blow my wife’s mind when she sees her platinum upgrade after 34 years of marriage.

The customer service is awful. They tell you one thing and then the next day it is different. I never received a physical copy of a dossier. The customer service admits they messed up and didn’t send me a physical copy. However they are unable to make things right by sending me one when I did not receive all the contents of my purchase. Such a simple fix because now I cannot sell my engagement ring. Because most places want a physical copy of a dossier which I did not receive from them.

Sadly, I can’t wear my 18k white gold earrings from Brilliant Earth because they give me a reaction. I guess they use nickel, which is really surprising for expensive earrings. I’ve never had an issue with other jewelry wearing 14k or even 10k white gold before, I wear it daily. We tried to see if they would take them back and switch for the posts for yellow gold and they would not.

Scammers. Sent engagement ring to completely wrong address and city, twice, and then lied and stated that the ring was at a FedEx facility when it was not. Don’t trust with your money or if you have a planned proposal. So disappointed.

If I could give 0 stars I would. I have lost 2 diamonds in 2 years and Brilliant Earth refused to cover either of them. I just spoke with a manager and she showed no remorse. She did not even care about my frustrations with my VERY expensive ring. Jillian ** you should be fired, you are the least empathetic customer service representative I have ever spoken with. I have spoken with local jewelers in the state I live in and all are astounded with the ring quality, but Brilliant Earth doesn't seem like they do any wrong, it's ridiculous. Meanwhile I have now been without my rings for 2 weeks and I cant even get them on the phone to speak with me. I really would never trust them with any sort of Jewelry ever again and I truly hope they are shut down. Brilliant Earth, DO BETTER.

Macee reached out to me to resolve this issue. She was very helpful and turned this into a positive experience. I am looking forward to having my rings fixed and to wear them again!

I purchased my engagement ring from Brilliant Earth without issues, so I decided to buy my wedding ring from them as well. Unfortunately, this has turned into a nightmare. The first ring shipment through FedEx was either misplaced or stolen—no clear explanation from Brilliant Earth or FedEx on what happened. When I asked Brilliant Earth to use a different shipping provider for the replacement, they refused and sent another package via FedEx. I took time off work to be home for the delivery, only for FedEx to change the expected delivery time from early morning to “before 8 pm.” So now, I’m stuck at home all day waiting.

I wanted to leave another review because I still have not moved on from my experience with Brilliant Earth and I strongly believe people should avoid this company. We went to the Newbury Street, Boston location to try on rings and while there I took off a ring I already had on because I wanted to see only the engagement ring. The ring I had got lost in the shuffle of all the other bands, and I accidentally left it there. I realized instantly and called BE explaining what happened, and they said they had it, they put it in a little bag, and they would put it in a safe until I could come get it. This ring was a family ring and all of my sisters have a similar one- I have worn it my whole life, and I explained this to BE. I then went to BE to retrieve my ring, and the person at the front desk said she doesn't know where the ring was and the manager was busy so she couldn't come out and talk to me.

Company was able to assist us.

Company resolved issues.

DO NOT BUY FROM BRILLIANT EARTH!! Within only a few months I had a stone fall out of my engagement ring. Brilliant Earth recommended remaking the entire ring as opposed to repairing it, because they took too much metal off the prongs during the polishing process. They remade the ring for free, however the only original part of the ring they reused was the center stone. Two weeks after receiving this remade ring another stone fell out. Again, they recommend remaking the entire ring for the same issue with the prongs.

We couldn't wait for the Miami store to open. It is we went in and had a great experience. My fiance picked the ring and made the purchase. I received my ring on Mother's day and in less than a month I noticed the stone was a bit foggy we took it back and they cleaned it and try to charge us to do so. Keep in mind they tell you you have 30 days to return or exchange if you are not pleased. After calling and fussing I finally received my ring back looking the same way I sent it out and then calling to tell me all I should do and don't do in the ring.

Updated on 07/10/2024: Sent my ring in for repair for probably the 4th time, after a total rebuild for continuous issues with my stones falling out. Was told “we will gladly repair the missing accent stone for free but that is hard to make happen with a bad review” basically telling me, remove my review, and they’ll fix my ring… again. Pathetic. Please do not waste your time and money with this company. It’s total disappointment time and time again. I will be taking my ring and having a local jeweler pull the diamonds and who knows, maybe some day they can be put to use in a better way for my kids.

Let's start off saying that I do not recommend this company, and that you should definitely go elsewhere with your hard earned money. This company will prey on you, I've read multiple horror stories of people purchasing their rings where the ring ends up snapping in half, diamonds are falling out with extreme minimal wear on the ring and if you write a bad review they might even force you to sign a NDA for them to fix your ring. Let's start off saying with my personal experience with Brilliant Earth, my partner ordered the ring a month ago, we had a international flight to go to Japan 06/27/24 which they promised they would deliver the ring before the international travel.

I was expecting good quality for the price but the diamond earrings that I bought fell out in just a month. Pandora's cubic zirconia jewelry are even better than these. Complete waste of money. Don't buy from here.

Had a previous ring for over ten years from Zales and never had any issues. Had one from here for two years and it breaks off where it was soldered together. This is obviously a manufacturing issue and yet they’re claiming it’s not under their lifetime warranty and were responsible for paying for half of a new setting. My setting has been discontinued probably for this reason. This is absolutely ridiculous that I have to pay for a manufacturing issue when they state there is a lifetime warranty.

After 2 months of wear, my fiancee's engagement ring bent into an oval as she was carrying an Amazon package that weighed less than one pound. We then took the ring to Brilliant Earth in Palo Alto, and their representative laughed in her face, explaining that the ring was poorly made. This was a custom order, and apparently the custom team designed a ring to hold a diamond under 2 karats, and her diamond is over 2 karats. Brilliant Earth would have known this, since we purchased the diamond from them, and it was in their possession when they were building the custom mold. We sent it in to Brilliant Earth to repair, and when they sent it back to us, they stated that the ring was still in such poor condition that it should only be worn for very special ocassions, and should be kept in the box for the majority of the time. Just imagine telling that to a newly engaged girl. Post "repair", there were still glaring issues with the ring.