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About Brilliant Earth
Brilliant Earth is a San Francisco-based, mostly online fine jewelry retailer. Its mission is to provide high-quality jewelry that is ethically sourced while giving back to the community. Jewelry available includes wedding bands, engagement rings, gemstone rings and other fine jewelry. Jewelry is highly customizable and can be shipped worldwide. All Brilliant Earth jewelry includes a free, lifetime manufacturer's warranty.
Pros & Cons
- Ethically sourced
- Certified diamonds
- Financing available
- Can be pricey
- Limited warranty
- Limited in-store locations
Brilliant Earth is a jewelry company that sells ethically sourced and sustainable fine jewelry. This includes engagement rings, wedding bands, bracelets, gemstones, earrings and necklaces. All jewelry comes with a free, lifetime warranty against manufacturer defects. There is worldwide shipping and a free 30-day return policy.
Brilliant Earth Reviews
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I began engaging Brilliant Earth about substituting a non-diamond sidestone on December 20th. January 5th I was on a call to place the order as they are unable to do customized orders online. The call took 25 minutes where the rep had to re-enter all the information on my order, which was previously communicated via email. This included a previous undisclosed upsell of additional insurance. On January 9th, having not received any written communication I requested the order confirmation, which I received January 11th, 6 days after placing the order. I immediately responded, noting that the diamond on the final order was incorrect. Smaller than desired, but higher quality than needed. The following occurred over the course of the 19 days, 4 phone calls totalling at least 57 minutes and 18 emails.
On Jan 18th, I was emailed, stating they attempted to call me (they did not) and to call back. This call back was to discuss a replacement diamond as the diamond I originally desired was not available. I agreed to the replacement. On January 21st, I was notified that my order was ready for pickup-with a confirmation that matched the original, incorrect diamond. On the 25th, I was emailed again requesting that I call them back due to an issue with my order-the order that was already at the pickup location.
Due to the timeline with my pre-planned proposal, I picked up the ring while under the impression that I would be refunded the amount due ($430) due to the size difference between excessively high quality diamond that BE installed, and the cost of an equivalently sized diamond of the originally desired quality. The refunds were discussed pre-delivery, during a post proposal followup call initiated by BE and an email conversation that BE since stopped responding to. They’ve admitted to me they are understaffed, and it’s clear their front line reps are not empowered to do anything. After my terrible experience, I was able to find information buried in other reviews stating that they actively suppress their reviews by tying refunds to NDAs, resulting in better than realistic impressions. Do your research before buying and don’t trust them to accomplish anything other than a basic catalog order.
I received my ring on January 17. It was beautiful and I was completely in love. However, on January 30, one of the side stones fell out. I didn’t hit my hand or ring or sustain any damage that would have caused a stone to fall out. There is no reason that a well made ring would have its stones fall out so easily, especially within less than 2 weeks. We contacted Brilliant Earth and sent it in for a repair. I received the ring back February 24 and on the 25, the side stone fell out again while I was eating dinner. The prong responsible for holding in the stone was completely straight so it was obvious that no effort was made to repair the ring; they simply popped in a new stone.
An engagement ring is a serious investment and my husband and I were every concerned regarding keeping this ring that obviously wasn’t the quality we were told it was so we asked for a refund. Brilliant Earth denied this refund as we were past the 30 day period, despite the fact that I only had my ring available to me for 16 days. They offered another repair and said that the person doing the repair would call before repairing it to see what could be done, but at that point we had already lost trust in their repair process. Then my husband was offered 50% of the setting which he declined, and was told a higher up would be in contact, which hasn’t happened yet. I’m completely heartbroken and my trust in this company and their jewelry is shattered. I do not recommend this company as it’s clear that their jewelry is not made well and they refuse refunds even when they’ve had your ring in for repairs longer than you’ve been able to wear it.
I have never been so disappointed with a company in my entire life. I highly recommend NOT choosing them for an engagement ring. I have never been so disappointed in quality for something that was supposed to be so significant. DO NOT get an engagement ring from this company!!! Unless you want the diamonds to fall out (NUMEROUS TIMES) & have them do nothing about it!! Their jewelry is not made to last & the lack of care for customers who have invested a huge amount of money into Brilliant Earth, is disappointing. Probably the worst experience with a company in our entire lives. They take zero responsibility for their poor craftsmanship.
Tyra with Brilliant Earth reached out to me and was very helpful. She went above and beyond to help us settle this issue, and we are very satisfied with the result.
Terrible experience. I do not recommend it. I purchased the Luxe Nadia setting with a 1.01-carat lab-created diamond; this was picked up on Jan 6th. The ring remained in the box until 01/06/23, when I proposed; it was then worn for a week before being dropped off for resizing on 01/22/23. On Feb 8, I received an email that my resizing was canceled and another email the same day requesting me to select a time for a phone call with a repair person. I scheduled the phone call for 2/12/23 at 11:30 am EST. I emailed to request further information and received a phone call on 2/9/23 at 7 pm EST. I was informed that the resizing was complete, but they found that the diamond was chipped and it is not repairable. The only option was a replacement diamond purchased out of pocket by me. I declined and am waiting for the ring to be shipped back to the showroom for pickup to assess its damage.
These issues were discussed and resolved with customer relations at Brilliant Earth.
I'm going to start with my first experience to my most recent one, beginning with purchasing the engagement ring from setting up appointments to trying on the rings requested. My wife and I had set up approximately three appointments with the "jeweler," just a qualified salesperson. We would look at rings or find rings online that my wife would like to try on during the following appointment. Each time we arrived for that appointment, they would miss that style ring our diamond size and blame it on shipping. A year later, the engagement ring that was picked is currently bent along the band. Taking the proper steps, I went through the insurance that brilliant earth suggested. Filing a claim, I received confusing and disorganized emails from the insurance company and Brilliant Earth, who needed to be on the same page.
After some bath and forth, I set up an appointment to drop off the ring at Brilants Earth storefront in NYC. Upon arrival, II was met by the front desk agent, who seemed annoyed by my presence. As I explained my current situation, the desk agent huffed, puffed, coughed, and slammed their hand down on the desk in frustration. I need to know how to proceed. After some patients and time with this flustered employee, we were able to figure out what the next steps would be. The desk agent asks me to leave the ring in a tiny bowl on the desk.
In my frustration, I had to ask for confirmation, ensuring I didn't leave a costly ring behind. Again frustrated, the agent proceeded to send me a confirmation email with little to no details. Jumping to today, two weeks later, I sit and wait for Brilant earth or the insurance company to give me some update. Anytime I call, it takes fifteen minutes to get an answer. Honestly, this place is a joke. I recommend you try a business that appreciates its customers. Certainly, ones that pay thousands of dollars for their products.
Tyra, a member from Brilliant Earth’s customer experience team, reached out and was able to quickly address our concerns. I’m happy to have my beautiful ring back.
I lost a stone after 6 months in my platinum setting. Shouldn’t happen. My warranties (both the Brilliant Earth warranty and the lifetime warranty my fiancé purchased for $600) were voided because I got my ring resized at a local, reputable jeweler rather than sending it to BE which would have taken a month plus. Something as simple as resizing a ring should NOT void a warranty. I sent in my ring to them to fix the missing stone, not realizing, and when they told me the warranties were voided, I asked them to promptly send my ring back as is and I would take it to my local jeweler. It has been five business days now and they still have not sent my ring back. They do not stand by their products, and I feel ripped off that the warranty is voided after 6 months of having the ring. Don’t bother with them and purchase from a local jeweler instead. I will not be purchasing our wedding bands here and will make sure my friends don’t go here either.
The absolute angel manager Macee at Brilliant Earth has come through and helped us out. Thank you Brilliant Earth. We look forward to buying our wedding bands from here. :)
This has been an absolutely heartbreaking and devastating experience. Please don't make the same mistake as we did by choosing Brilliant Earth. We picked out a lovely $7,000+ engagement ring, got engaged but wanted to switch it out for something else that caught her eye. We were fully within the return/exchange window. What followed next still has her in tears today and they keep skirting calls to resolve.
We reached out on January 2nd, 2023 to their online chat system to confirm when our return/exchange date is considering they had some extended policies for the Christmas period. We were told we have till Jan 15th to initiate the return. We call to initiate the return on Jan 14 and were told nope, it needed to be back at their warehouse by then! What! That's not what the first agent told us and it's absolutely nowhere on their website under their return policy!
We reach out to the online agents again as we are still in shock who then tell us that they are confused as to why the return can't go through while we're still in the return window!! Tell us they're going to have a manager get this approved ASAP. Tell us to reach back in 48 hours if there is no reply... 48 hours of tears and heartbreak later we reach out to an agent who tells us the request is denied! I once again explain the situation to this agent who then sympathized and understands why we are so confused considering we were WITHIN THE RETURN period. They reassured us to 'stay positive, a manager will reach out to you by a call to resolve this happily for you in the next 24 hours'.
24 hours pass by - an automated email by one of their managers gets sent saying whoops, we didn't get back to you, please click here to schedule a callback... Schedule a callback and nope. No callback. Call the backup number in that email - once again explain the whole situation - and once again told,"Wow this doesn't add up, let's get you a manager." Nothing. No resolution. No honoring of their 'policies' and a complete lack of leadership + responsibility. Absolutely shady behavior and completely heartbreaking. We aren't even asking for a refund. She wants to pick out another ring from brilliant earth! Save yourself the nightmare.
Do NOT purchase from Brilliant Earth. I was proposed to with the Ramona. We wanted to use this for engagement and marriage band. Unfortunately, my husband decided not to be married to me after 2 months as he is struggling with some heavy mental issues. Attempting to sell it to offset my financial burdens as as result of this heartbreaking turn of events, I found out by 3 different jewelry who wasn't even "interested" in purchasing it that the color and clarity were falsified. What was almost 5k I could not even get 100 dollars out of. I will be reporting them to the BBB and all other sites to prevent this to happening to anyone else.
Horrible experience all around. They didn't keep my ring size in a note listed on file which they assured us they would when we looked at rings. So, when my fiancé decided to order, he guessed at the size and of course it was wrong. We were told it can't be sized down to fit my finger and since it had been more than 90 days since the purchase date to the proposal date, they wouldn't resize it or let us swap it out. They gave us 1/4 of the amount we paid for the setting towards a completely new one even though we'd purchased it from them just a few months prior. So, my finance had to shell out an additional $800 for a setting he'd already paid for in full months prior because he ordered the wrong size and they wouldn't do anything about it.
We were promised on the phone with customer service at time of payment we'd receive the ring back with the new setting by December 14th which is also what was advertised on their website. It was dropped off on 12/3 and after they had it they told us we wouldn't get it back until 1/2 even though their website STILL advertises "order now for a Christmas proposal!" Customer service was completely unaccommodating.
Shane co said they could have the stone from the original ring in a new setting and ready for pickup in 4 days (including the weekend) whereas this place is taking over a month? We JUST got engaged and sent the ring back immediately under the impression (bc that's what they told us and what's advertised) that we'd have it back in time for Christmas so we can show family the ring and now we won't have anything until next year.
There are plenty of other places that offer ethically sourced diamonds which I didn't realize before we ordered from brilliant earth. I would HIGHLY suggest going somewhere else. Shane co, Solomon brothers, literally anywhere else. This place is run like a boujee Kay Jewelers. Everything is done offsite. GO SOMEWHERE ELSE!! A family run place, a local place, literally anywhere. Ruined the whole experience for my fiancé and I.
UPDATE: Brilliant Earth called my fiance only after reading my review. They gave us the false excuse that "the reason for the hold up" on the ring was because we hadn't let them know if we wanted to purchase one of their warranties for the ring or not. MIND YOU, my fiancé purchased a "lifetime warranty" from them for an additional $500 when he first purchased the ring.
During every online and phone conversation with customer service complaining about the 'deliver by' date that we've had, nobody once mentioned this or asked us if we wanted the warranty. Plus, we assumed we still had the warranty we had originally purchased a few months prior. But no, in order to have a warranty on this ring, we need to pay ANOTHER $500. Not happening. I refuse to give them another penny. We had planned on purchasing our wedding bands from them as well but certainly not anymore. I wish we would've gone to Shane co that has free lifetime warranties and sizing.
This whole experience has been a nightmare and we made it abundantly clear that we would not consider the issue to be "resolved" until we are given a full refund on everything we have spent at Brilliant Earth. The representative we were corresponding with said that wasn't an option so we asked to speak with her superior. We received a call from another BE rep today and she reiterated that they would not refund our purchase due to “policies.” Her resolution was offering to refund the additional money we’d spent on the second setting ONLY if we removed our reviews and signed paperwork stating we wouldn’t post anymore. That sounds incredibly unethical.
She also acknowledged that the 'deliver by' dates advertised are likely delayed for everyone. So, don't trust the dates listed on their website. Plan way ahead..but then again, if you purchase the ring more than 3 months before you propose and you order the wrong size, they make you buy a whole new ring and 'warranty.' They are real sticklers for dates when it comes to their "policies" but not so much when it comes to the unachievable promises they make to their customers to incentivize purchases under false pretenses. They ruined our experience and it will forever irritate me every time I look at my finger and see that they got ever got a dime out of us.
My fiancé and I went to Brilliant Earth to look at engagement rings in January 2022. We weren’t ready to purchase that day so the woman who we had the appointment assured us she would keep notes on our file as far as the ring size and setting preference we had discussed. Once I was ready to purchase the ring in July, I called Brilliant Earth to get our notes. Not only was there no note regarding her ring size but there was also no note of which setting she had chosen, just three we looked at. Wanting the proposal to be a surprise, I ordered the ring and guessed on the size since there was no note on file like we had been promised. My fiancé was pregnant with our child so I did not propose until November, after the baby was born. As soon as I proposed, we discovered the ring was too large.
My fiancé drove an hour to brilliant earth to take it in to be sized the next day. We were told it could not be sized down to her size and we would have to purchase a new setting. They didn’t have any available appointments to let her look at settings while she was already there so she had to drive back again on 12/3. She ordered the setting and dropped her current ring off. She made it clear to the associate that we needed the ring back before Christmas. When my fiancé dropped the ring off on 12/3, the associate told her that she didn’t need to pay anything upfront and someone from Brilliant Earth would contact us once they decided how much “metal credit” they’d give us for the original setting and at that time we would pay the remainder.
Well, we waited until 12/7 and still hadn’t heard anything so I called to check on the status. They’d already done the evaluation and told us we would be getting $260 credit for the setting we just paid them $1090 for and we needed to pay an additional $786 for the new one that would fit her finger. At that time, their website clearly stated “order today for delivery by December 14th.” I made sure to verify with the woman I paid on the phone that we would receive our ring by December 14th and she assured me that we would. On December 12th, the tracking information for the new ring said it still had not been picked up by the carrier. I called to verify that we would still receive it by December 14th and was told it would actually be January 2nd.
At this time, the Brilliant Earth website was still advertising “order today for a Christmas proposal!” I was told that even though we’d been promised delivery by December 14th, and even though new customers could order a ring and have it by Christmas, we would not get ours until the New Year. If we would’ve been told an accurate date for delivery, we would’ve waited until after Christmas to drop it off. We went to see family out of state this weekend to celebrate our engagement and had no ring to show. This was devastating for my fiancé as this only happens once in a lifetime. Customer service has been extremely unaccommodating. Only AFTER my fiancé left a negative review online did someone reach out to us.
When we got the call, we were given the excuse that the ring wouldn’t be ready in time because we hadn’t let them know if we wanted to purchase another $500 warranty or not. This is simply false. That is not the reason as nobody had ever asked or mentioned that during our several phone calls and chats online with customer service about the delay. We were told that that’s the date production has given and there’s nothing we can do about it. After I told the woman who called that I was not spending another dime with their company, I was asked if I would remove the negative review if I was refunded the $786 I’d spent on the second setting. It is my understanding that proper customer service would require doing everything in your power to resolve the issue and make the customer happy, THEN ask if they felt the issue was resolved and would mind updating their review.
I don’t think future customers would trust this company if they knew they were offering people “resolutions” that were contingent upon review removals. How can they trust existing reviews if they knew the bad ones were being manipulated to be taken down? We are unsatisfied their idea of a “resolution” and believe that other customers should be forewarned before shopping at a company that doesn’t value them or their experience.
We would consider the issue remedied if we were refunded for our total purchase at Brilliant Earth. We mentioned this already and were told that is not going to happen due to “policies” and were asked again if we would “consider the other resolution we discussed” being Brilliant Earth refunds the additional money we had to spend on a new setting in exchange for removing a review and signing papers saying we wouldn’t leave any in the future. If the original sales person had kept proper and thorough notes on our first visit like she assured us she would, the wrong size wouldn’t have been ordered in the first place and we wouldn’t be in this situation.
Tyra from the resolution department called me after I posted this review. She worked hard to ensure delivery by Christmas Day, but ultimately the bad weather prevented a successful end to my story. Tyra is passionate about Brilliant Earth's mission statement, and her belief in the company is quite refreshing and sweet. After one final conversation, I can say that this matter has been completely resolved. I cannot update to a 5 in good conscience, but a 4 out of 5 seems fair to me.
I placed an order December 13th, promised delivery window December 16-21. Ten days later, and the item has still not shipped with absolutely no communication from the company. Customer service is ineffective, purely there to apologize, and nothing else. I saw on the website that on the 21st they were still promising delivery by Christmas Day so I placed another order for the same item. I received an email this morning stating a delay. Well, at least I received correspondence this time! There is no manager available to escalate and I am left without a very meaningful and important gift under my tree. I am deeply disappointed. Please do not order from Brilliant Earth if the item you are ordering has any importance to you at all.
Customer service was able to help me resolve the issue.
This review is based on the entirety of Brilliant Earth as a company. We purchased an engagement ring in August. The ring was the wrong size and the stones were loose. We sent the ring back to fix, which they considered an "exchange" despite the fact that it was their wrongdoing. We received the ring back, in the wrong size again. The ring looked fine so we kept it, 2 days later a side Diamond fell out. We sent the ring back for repair! When we received the ring again, still of course in the wrong size, the stones seemed loose and the prongs did not look secure, I let BE customer support know.
We were assured that the ring passed their "quality inspection" and would not be needing repair again. 1.5 months later, the side Diamond has fallen out once again. I am very familiar with jewelry, and should have known the quality is awful and cannot hold up for simply wearing the ring a few hours a day. Customer support was not helpful. They offered a "metal credit" which would give us a credit based on the metal in the jewelry, which does not make any sense. This company is a scam. Their jewelry is not quality and they do not stand by their work. I will continue escalating this issue until all former and future BE clients are aware of their faulty products and unhelpful customer service.
My fiancé purchased a beautiful ring from Brilliant Earth. However, just 6 weeks after we got engaged, my center stone came loose. I brought it in for a repair and was told I would have the ring repaired and back to me within 2-3 weeks. Brilliant Earth did not reach out to me for 2 weeks and let me know that they hadn’t even started the repair. They said the repair would take another 2-3 weeks, meaning my ring would be gone for a total of 6 weeks. I let the repair person know that I had an event so I would need the ring back within the original timeline that I was told. The repair person had no empathy for my situation and was completely dismissive.
I called multiple times and was finally connected to a manager. The manager only moved up the repair timeline by two days. At this point I am starting to think that they lost or damaged my ring and are trying to buy time to make a replacement. Every person I have interacted with at this company has been so shady. The manager who called me over the weekend promised news by Monday, but I have called and been told that she is off today and that no other manager can talk to me to give me updates. This company has absolutely terrible communication and I have no faith in them that I will get my ring back at all.
I have never written a negative review, I only write positive reviews, and chalk up negative experiences to being one-off. However, engagement ring shopping is such a sensitive matter, that I have to share my AWFUL experience. Unless you have perfectly sized finger and anticipate never having to modify/alter/repair the ring, DO NOT BUY FROM THEM. WORST CUSTOMER SERVICE EXPERIENCE of my life. TLDR; nobody at customer service cares, they say they'll do things, they don't. The company thinks it's normal to have people's rings for 4 weeks for simple fixes. Once they have your ring, you have no way of knowing the status or anything.
I was so excited to purchase from Brilliant Earth because I believe in their mission, but wow are they awful. I'm sure you can find lab-grown/ethically sourced rings elsewhere. My ring is beautiful, but they ruined everything. I scheduled an appointment for 10/20/22 for my ring to be resized, as it was too big on my finger. I went for my appointment and the person tried sizing me standing up at the reception. I had to ask to go in, have a seat, and not rush through the process. She told me they could only resize the ring, not do sizing beads. I explained that because of the different size of my knuckle and my ring, only sizing beads would work because if they made the ring smaller it wouldn't fit. She had to check and finally said that they could possibly do it, but it may be a fee. They have a 60-day free resize for new rings, but for some odd reason, they do not include sizing beads in that even though that is the recommended fix.
The measurement was done by having me wrap a plastic coil on the ring - they could not give me real examples. They only do repairs by shipping it out so she said it would be 2-3 weeks before I had it back (ridiculous, but seemed to be the only option). I never heard anything until 11/1 (12 days later) asking me to schedule a call to discuss the repair (meaning they hadn't even worked on it). The first available call was the next day (11/2). I had the call and they said there would be a fee, but they'd try to help me out by waiving it, but that the ring would be another 2 weeks (meaning 4 weeks total). I asked how that could be and the person said she'd try everything possible to help me out and then said the best she could do was 11/17 (mind you, I dropped it off 10/20), so that was exactly four weeks later. How is that helping me out?
I asked to speak with a manager. Manager said she'd do everything possible to help me out. I begged her to just get the ring back to me sooner. She said she'd call me back. She never did and sent an email hours later saying the best she could do was 11/14. Still 4 weeks from when I dropped it off. I called somebody else and asked them to cancel the repair and send it back to me. This person said canceling the repair and taking it to be fixed elsewhere would cancel out the warranty. I said that's fine because I would never want to use the warranty since it would mean giving up the ring for 4+ weeks. She said they'd throw in a gift for my troubles. I said, "Forget about that, I don't want any gifts, I beg of you to send it overnight and I will pay for the overnight." She said they'd handle the overnight and that I'd hear from a manager in the morning. Of course, the next morning (today - 11/3) rolls around and no one calls.
I call and they say the ring hasn't been shipped, but they'd escalate and make sure it got shipped and someone would call by end of day. No one called. I called back at 4:45pm and it still hadn't shipped, but the person guaranteed it would ship overnight before 8pm and I'd hear from someone. Never heard from anybody. Called back at 7pm and the person said I wasn't going to like what I was going to hear. He said I'd get the ring on 11/9. I said how can that be possible when I said to cancel the repair and everybody before promised overnight shipping. He said he wasn't sure and he'd look into it. Then he came back and said the ring had just gotten picked up, but it wasn't sent overnight. It was sent Fedex two-day with weekday delivery. So here I am waiting for the ring, which was not fixed and after 9 calls with 9 different people at Brilliant Earth. I am drained. If you made it this far, wow.
Please do not purchase an engagement ring online. Go to a local jewelry store. Do not make the mistake I did. I purchased a lab created diamond, with the understanding that it was just as nice as a real diamond. Customer service said "The lab diamonds do have all the same attributes as a natural diamond, just their origin is different." This is completely false!! My relationship ended before I could propose. After a year and a half I finally decided to sell this ring. I knew I would not get what I paid for it but now I have been told by numerous jewelers and pawn stores that this ring is worthless! One jeweler told me I could have gotten a real diamond that was triple the size for less than I paid for this. I paid almost $5000. PLEASE do not waste your money!
We purchased a birthday gift for our daughter with expedited shipping. BE uses FedEx. We never received our earrings. FedEx can’t confirm they ever even actually had it; yet, they tried to say they made three delivery attempts. Lies. I have been home all day, all week. UPS, USPS, Amazon, they all made deliveries just fine. At 0700 package is out for delivery. At 0800 package is back at warehouse. This is Friday, Monday, Tuesday, and Wednesday. Today THE SAME THING is reflected on one screen; but, when I click for detailed it gives a whole new tracking number stating the package is being returned.
Today we’re We have gotten FOUR different shipping stories from this ridiculous excuse of a company. BE won’t refund us and advises to call FedEx. FedEx says out of their hands, call BE. To say I am LIVID would be an understatement. Not one MF can even tell us the name of who attempted the delivery any day. BE refuses to contact the company THEY USE for shipping and from what I’ve read 1/3 of their customers have never received their product and BE’s just like, "oh well." Well ** BE. We have filed a claim with FedEx and our credit card. Now to go file a complaint with the BBB. Blue Nile is where anyone should go if they want reputable jewelry from an online dealer.
I have two pieces of jewelry with missing stones. Already had to fix one before and the other one twice. I was well within the 30 day “return” policy when we finally gave up. Was asked for my husband and I both to sign a nda to get return. Have not been able to wear my rings since our wedding day and now we are out thousands of dollars. We keep trying to share our experience and our reviews keep getting removed. This company is not ethical and they are removing real reviews so they can keep taking from other unsuspecting people. They force their employees to make fake reviews and we have proof of this. We hope more people keep sharing their real experiences so they have to stop what they are doing.
I recently purchased a engagement ring and wedding band from them. The right was 2 weeks late than what was originally stated. Also after less than 1 week of wearing it the ring broke in half. I spent 9k with them. The wedding is in less than 2 weeks and I've been getting the worst customer service ever. I wish I never went with them because they are overpriced and the customer service is terrible. I'm still waiting for them to respond to send a temporary ring and repair my original ring. No ring that expensive should break in 4 days. My wife took care of the ring and only wore it when we went out. I can't believe this passed inspection. Save yourself a headache, shop somewhere else. Order Number: **
My boyfriend and I looked at rings and I accidentally left one of my own rings with them. This ring was a family ring and was very special to me. They told my boyfriend that they had the ring in a bag and I could go pick it up at the store the next week. When I showed up, they told me they have to review the security footage again and they're not currently able to give it to me but to check back in on a later date. My boyfriend and I separately and repeatedly emailed the woman we had worked with and to this day have not had a response (this was months ago now).
I called a couple weeks later and the rep 'opened up a case' for me but refused to let me speak to a manager because 'they only communicate via email.' She assured me that I would receive a call that day or the next day, and no one called me. A couple weeks later I went back to the store and asked to speak to a manager, but was told that the only manager in that day didn't have any context so wasn't willing to speak to me about it, but that I would receive a call from the manager (whose name they gave me) who is handling my case by the end of that day. This was about 2 weeks ago and I have yet to receive a call or an email. Due to this experience, we are not purchasing from Brilliant Earth anymore and we feel disrespected due to the lack of care for their customers.
So very disappointed in our experience with brilliant earth. My boyfriend purchased an earring which was delivered without issue, left on my porch. I purchased the exact same item but needed it by a specific day so pay for expedited shipping. I then received notice that we will need a signature for this one which seems strange since the exact same item didn't need a signature. That's okay - added security. I called to confirm that it was going to be delivered today before noon in which case I would need someone to sign for me. They said that was no issue. The agent helped me change the address to my neighbor next door.
I call again because it has not been delivered. They said it will no longer be arriving today it's arriving tomorrow. I leave the country in the morning. She apologizes and says there's nothing they can do. I called back to see if I could at least pick it up from the FedEx location and was then told it actually hadn't been shipped it all. The third agent I spoke to apologized and said the first agent should have told me that changing the address would change the delivery date. I know big companies like this don't care about poor reviews, but they should at least take the time to train their employees to clearly communicate with customers. We will be returning the other jewelry and I am frustrated that I spent so much time on the phone dealing with this mess.
A representative from this company followed up to try to make this right. While I am still at a loss, I appreciate the effort. Thanks Macee.
I had this ring for 3 years, 2 of which was spent at home during the pandemic. After 3 years, the prongs failed and the center stone was lost. Brilliant Earth would only offer a credit for the price of the material, less than 10% of what we paid. We declined the credit because we would never give more money to this company. Engagement rings should last a lifetime and be designed to be worn every day. This company produces cheaply manufactured jewelry. Do not waste your time here.
Brilliant Earth contacted and offered me a larger credit than what I originally asked for!
(I tried to leave this exact review on Brilliant Earth's website but they don't accept bad reviews, once I updated to a "positive review" I could post my review which I didn't because I'm not going to lie.) We decided to go with brilliant earth because they had good reviews; that was a mistake. I ordered a 2.26-carat diamond oval engagement ring. It wasn't a complex ring. It should have been straightforward to make correctly. Once I opened the package, before I even opened the ring box to view the ring, I could hear a loud rattling. It turns out that the diamond was so loose in the setting it almost fell out. I don't even know how that gets past quality control; it wasn't a little wiggle. It was a massive rattle. After spending close to $9000 on a ring, I was beyond p'ed off. For a company that specializes in selling and making diamond engagement rings, this should have NEVER happened.
I called the company and told them I would like compensation for when I have to take it to a jeweler to get it fixed as the ring was delivered a week before the proposal was planned to happen. Not only was I told that they would reimburse me, but they would also be voiding my warranty if I decided to do so. What a slap in the face. I was then offered to get sent another ring to propose to my fiance with??? Who the hell thinks that's an acceptable resolution to this ridiculous problem? That was downright offensive to me that they would even offer something as ridiculous as that.
We had four other rings that we still needed to buy for the wedding and had planned to buy on brilliant earth, but because of your absolute incompetence and inability to resolve such a ridiculous issue such as this, like simply reimbursing me the $175 I had to pay to get it rush order fixed by my local jeweler you've lost out on a large volume of sales not only from me but everyone else we are telling our story to. We look forward to not doing business with you again after you handled an issue YOUR COMPANY caused so poorly. Enjoy your $175 in savings because you've now lost our business for good.
Looks like I’m going to have to cancel my proposal, because they can’t seem to keep a delivery date. Mind you I’ve been planning this proposal for about 2 months. I’ve booked hotels and restaurants. I’ve got everything planned out and arranged to be perfect. This is the only time I can propose because I’m going to start the fire academy so I want to do this before I go away for 6 months.
I bought an engagement ring from brilliant earth on the 24th of July. It said estimated delivery date was the 9th. I was set to propose on the 13th. So I figured I could deal with that. It’s close, but hey there’s a bit of wiggle room. A couple weeks later I get an email saying that they “need more time”. So the date is pushed to the 11th. I’m beginning to get nervous now but I figure, it’s still a few days out so it’ll be okay.
Next day it’s pushed again, this time without a notification. Now it’s supposed to arrive on the 12th. This is one day before my proposal. I have made over 7 calls to brilliant earth over the course of 3 days. Each person kept reassuring me that yes it will arrive on Friday. I was told that because of their “high quality standards” the ring was not ready to be sent out, but not to worry because they don’t see any reason why the ring wouldn’t be sent out.
So after being reassured that I would get this ring on the day before my trip. What do you think happens? It gets pushed to the 18th of August! The incompetence of this company is insane. No one really knows what’s going on. To get a call back from a manager takes 1-2 days. I wish I would’ve read the reviews from BBB and taken the negative ones seriously. It’s not worth it. There are way too many companies out there, or jewelers that are worthy of your money. I wish this experience on no one.
Please save yourself and family from the heartache and disappointment. Do NOT order any item of significance like an engagement or wedding ring from Brilliant Earth. I lost $2,700 as I was forced to cancel my engagement party. Brilliant Earth did not ship the engagement ring ($7,100) ordered in a timely fashion so I did not get the ring on the scheduled date. In fact, I didn’t receive the item ordered.
I ordered an engagement ring over 30 days in-advanced, Brilliant Earth took my money and assured me that the ring would be delivered in a timely fashion as I was scheduled to leave to Jamaica with my “supposed to be fiancé“ for vacation shortly after. Not only did Brilliant Earth lied, they continue to give me the “run-around” every time I called. The customer service providers would not connect me to a manager so I could discuss further. Consequently, I cancel my order and request a full refund. Again, Do NOT order any item of significance like an engagement or wedding ring from Brilliant Earth.
It was a nightmare experience. Their website is flawed, you can’t rely on the slider that shows size approx to setting size. I received my cushion that disappeared because the diamond was literally set on top of it like a sandwich. It was hideous. I sent back in two days after finally getting ahold of someone that could help me know where to return it. I tried to work with them to fix. They held onto my ring for months… finally I had enough and asked for a return they said nope been too long, even when promising I hadn’t lost my opportunity to return. I was furious.
False marketing…shady business practices, and finally I received all money back through my credit card company. Thank goodness. They try to bribe you to not write bad reviews or do ANYTHING they can to get your reviews online removed, that is why some places only have all good reviews.…more shady practice. They won’t be here for the long term if they keep this up, that’s for sure. BUYER BEWARE!!!
I would prefer to give -0- stars. Buyer beware! Avoid Brilliant Earth at all costs. Customer service is horrible. They do not honor what they say they will do. The product they are selling falls apart and you get the run-around. They should be ashamed they treat people the way they do.
I bought an engagement ring and 3 weeks later the center stone became loose. I had to ship it back to get it repaired. It took 1 week for inspection and 2 weeks to get it back. I bought a diamond with blockchain technology (can be tracked down) to promote sustainable sourcing, however I never received the report. I have contacted the company several times, and after 5 months I still don't have a copy. There were many other things that made my experience very disappointing, shipping problems, low response from customer service, etc. it really makes me question the integrity of the company. They have good advertising, that's for sure.
Spent thousands of dollars on engagement ring and wedding band. We signed a contract agreement for 18 month financing through wells Fargo (with receipts and email confirmations) and on our statements was shown 12 month financing. After speaking with Wells Fargo, they told us Brilliant Earth had to fix it by contacting them and confirming the correct terms. After speaking with brilliant earth for many weeks and being told multiple times that there was nothing they can do besides “send [us] some earrings or something”, we finally spoke to Wells Fargo again and submitted a dispute in which brilliant earth had two months to respond. We never heard from brilliant earth again.
Brilliant earth never once apologized for their mistake or the inconvenience of spending countless hours on the phone with employees who had no idea how to help or who to even talk to in order to find a solution. They did not offer to reach out to Wells Fargo or to find a solution even though they broke a contractual agreement with a client who has not only spent thousands of dollars but referred other clients who have spent just as much. It was really disheartening for a large successful company to make a huge mistake and then not do everything in their power to fix it. Beware to others that if this happened to us it could happen again. Their customer service is atrocious and their business was not equipped to handle a simple mistake in their end.
Terrible customer service. One of the small stones in my ring fell out less than a month after receiving the ring and with normal use. I sent the ring in for repairs April 7. It took over a week to complete the inspection, and then even longer to schedule a telephone call to discuss the inspection. We were told that the repair would not be covered because we had the ring resized by another jeweler. We agreed to pay to have the stone replaced and were told it would take 1-2 weeks for the repairs to be complete. It has now been two weeks since that telephone call, and we are unable to get any updates. My fiancé and I have called customer service three times and each representative assures us that someone from the repairs department will reach out with an estimate on the repair and they never do. I don’t know how to get an answer or speak to someone who knows what is going on.
April 12, 2022 I visited the SF showroom and placed the order at the time of our visit. I received a confirmation email later that day and saw my order was incorrect. (Wrong metal and wrong stone.) I called the next day to correct and was advised there was a glitch in the system and I was supposed to get a confirmation email for the changes. Two days later I called again because I didn’t get a confirmation and was told to wait another 48 hours after they put in another request for changes. The following day I tried to call the showroom and they saw all my notes and assured me my request was in the system. A week later I called again after not getting any confirmations but this time the rep told me that this whole time no one had submitted the changes correctly and there were simply notes in my file. This time they were trying to charge me more money for the correction.
I asked for a manager and contacted my original salesperson and I was told via email that because of the system error they would waive the pricing difference. That confirmation email was correct except they removed the lifetime extended warranty I had purchased. I quickly responded pointing it out and they agreed to put it back on but then I was asked to pay the balance. I had paid for the ring with warranty in full on my appointment day so I should not be paying more. I made more calls and emailed attaching my original confirmation that showed I had paid for the warranty upfront and also forwarded the email from a manager confirming that I would not be charged more for their system error.
After not hearing back, I called once again and I was told that the request to waive the balance was denied! I lost track of how many times I called and emailed to get this straightened out. I sadly had to cancel this order April 20th after losing faith in their word and experiencing terrible service. To my surprise, it has been a week since I canceled the order and I have not received my promised refund. I am now disputing the charge with my card to get my money back. I would never recommend this company to anyone. They are dishonest and do not care about their clients.
Brilliant Earth Company Information
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- Brilliant Earth
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