Brilliant Earth Reviews

Currently it is 06/26/24 with no ring, they shipped it out 06/22/24 then it got returned to them in their base in NJ, due to invalid zip code but my partner called them on 06/16/22 to fix the zip code issue, which they assured him it would've been fine, and the ring would arrive on time before we leave for our trip which now it hasn't has screwed everything up.

I called the customer support multiple times, which ultimately got me nowhere. The customer support said they cannot do anything, and there is no management that is able to take my calls, to try and expedite the shipment before we leave, which was yesterday that I called so if they shipped it out yesterday it would've arrived on time but it didn't. They offered for me to go to a showroom in Palo Alto, CA to have a "replacement" ring which why would I do that since it's not my ring? Doesn't feel right to do that, it's just weird. He sent 8 thousand on a ring for them to not even handle the situation properly, immediately caused buyers remorse. If this is how their handling the situation with the ring not arriving on time after numerous times where they said it would. I CANNOT imagine what it would've been like if something happened to my ring, like a major stone falling out etc.

DO NOT buy from this company, I dodged a bullet. We canceled our order today, after we canceled the custom ring order they finally emailed us an hour later trying to have us keep the order. Please do your future wife a favor, and avoid this company they'll only give you a headache and they do not value you as a customer, or the money you spent, or the precious lifetime moment it was supposed to be.

The diamond setting is tilted. One prong has been etched too deep and is compromised. The pavè diamonds are still loose. The welding was poorly done and is bubbled. When explaining all of this to Brilliant Earth, they just treated us as if they were just trying to make another sale. They wanted to charge us thousands of dollars for a full re-build of a ring that was improperly built the first time. The only person that showed us any empathy was the girl in the showroom at the San Francisco location, who was extremely kind and wanted to help, but unfortunately could not due to the poor structure of the company from the top down. The diamond itself is great, but do not let them build your ring. Their customs team does not know how to properly build a ring, and their customer service team, will not be willing to help if you do decide to have your ring built by them

The next day I received a bill for half of the value of the new setting, which, BTW, was roughly $2K less than the original setting. So, this company has no hesitation to take more money from me but refused to credit me for the difference. My fiancee & I were not happy - the company not once addressed the sentimental value lost here. After even more hours on the phone the company offered to repair the ring a 3rd time, but we don't trust their workmanship! They even bribed me to sign an NDA if we accepted the new terms for a new setting!

This company is the worst! Never have I heard diamonds falling out of a ring like this & never was a met with such greed - take my $14K & ask for even more when the ring falls apart. DO NOT buy from this company. There are other reviews on this site that are 5 stars; however, those original reviews were 1 stars - those victims agreed to the NDAs & changed their ratings afterward, as part of the NDA. GO ELSEWHERE! Do not trust this company with what should be one the most precious & memorable moments in your life...

May 12th this year - 2024. We are at a wedding, after getting my ring back 6 months ago, it started going back to its scary condition. The Diamond is loose, I am EXTREMELY WORRIED in wearing it but I would like to be able to wear my ring!!! The ring that we paid for! My husband and I are dancing at the wedding and after the dance, I proceed to the bar to get a drink and looked at my hand. OMG!!! I WAS HORRIFIED AND ALMOST NAUSEOUS when I saw that the DIAMOND IS NO LONGER IN THE RING! IT FELL OFF!!!! OMG. I thought I will pass out. I told my friend and we are both panicking. I went back to the dance floor and almost told the guests and the DJ to stop everything so I can find the Diamond!!! Thankfully, it was found on the floor. I was lucky. I was crying, mortified and ANGRY. The whole time I was thinking, what if It fell somewhere and way earlier - how will I be able to find it???

I just returned the ring yesterday THE THIRD TIME but I will seek legal action. The stress and fear that it causes not just to me but to other people who gave their trust to them needs to STOP! I just read another review from Trust Pilot that this poor lady lost her 20k Diamond and it was never found. I know how she felt at that time of discovery that your precious ring that you are proudly wearing is GONE! Sad, aggravating and very very disappointing. Nothing was done by Brilliant Earth. HORRIBLE AND RECKLESS!

At such a large cost, they should have a better warranty for THEIR FAULTY WORKMANSHIP! And now I won't even wear my band or obviously my ring without the diamond. I'm literally depressed about it, and I asked them 'could they please buy them back', and they don't even want to work with me, they said I could purchase another diamond to replace. ARE YOU JOKING! Honestly, if I lost my ring...ok. I'd be upset. But this scenario is: THEY DO POOR WORK. THEIR PRONG LET MY DIAMOND GO. THEY SHOULD HAVE SOME WARRANTY FOR THEIR SETTINGS AND THEIR PRONGS in less than 6 months!!

UPDATE: I left my honest experience review on Yelp, The Knot, Wedding Wire and their own website (because I didn't leave an initial review of my ring when I received so I took this opportunity to express my heartbreak and terrible experience) and surprise! Someone of a higher position called me wanting to discuss my situation. She sounded sincere, I thought, wow, maybe, there is a happy ending. She asked me to send in the ring for evaluation, that she will try to be an advocate for me. As soon as FedEx scanned my package she emailed me with a generic link to their policy stating there is no coverage. WHY DID SHE GET MY HOPES UP, WASTE MORE OF MY TIME AND NOW THEY HAVE MY BAND! Honestly, now I'm wondering if I'll receive it back.

Original Review: May 14, 2024

They have lost a ring set I paid thousands for. Their shipping cannot find it. Fedex cannot find it. And just now they told me "there is nothing they can do." They have chaotic, horrible service. No one ever knows what anyone else is doing. This is the second time they have lost an order. The other one took 2 months to find. If I wasn't forced to take the ring to them for resizing I never, ever would have returned. Do NOT SHOP HERE, unless you like misery.

Within weeks of getting my ring back another marquee fell out. They denied poor craftsmanship, saying I must be too hard on my rings. I am an infant nanny! My job is to be gentle! I recently lost the center stone. I give up. And all this on top of the laughable clarity of the center stone from the beginning. You could make glass sparkle better. My husband is devastated.

Upon arrival on the in person visit they then told us the diamond is not there. They said they could ship the diamond to the Charlotte location and confirmed the Salma setting would be there. The diamond took another week to confirm the diamond was there in Charlotte and the only apppintment they could accommodate us was for Easter Sunday. We split time due to work between Alabama and NC and both locations are not close to our homes. The Charlotte location is 3.5 hours away from where we live and we only had a small window to see it while we were together, so we had to concede to an Easter Sunday roadtrip to see the diamond and setting after it was their issue on not ensuring both were available for the original appointment. We had to call to confirm with other customer representatives to confirm the diamond and the setting would be there in person, which they did.

Please note it took both our effort to call separately to actually speak to someone who could confirm this for us, there was no one from Brilliant Earth following up with us and the virtual POC who stated they would assist us throughout the experience never responded to our emails and completely disappeared. They just called us today 3/30/24 which is less than 24 hours from our appointment time to tell us the diamond will be here but the setting will not. We have tried to get this issue escalated but the customer service number goes to an outsourced operator who cannot connect you with anyone to address the issue. They also stated once there is a request to speak with a supervisor they have 24 hours to return your call.

We have requested a supervisor 2 different tries earlier this week and no one returned our call until today to tell us the setting will not be there. Due to more research it seems that Brilliant Earth has repeat issues similar to this and the customer service for this company is nonexistent. They treat your business as if it is a small purchase and once they have your deposit, they are impossible to get support or follow up. Do not go through our headache, read more reviews, there are so many better options with wonderful reviews who take you and your business seriously for such a large and important purchase.

After receiving the ring for inspections they will tell you that the issue is it's out of round and that it is not a manufacturing defect. No worries though after you spent your hard earned money on a poorly designed ring, brilliant earth will ask you to pay more to get it fixed or have you take a 50% financial dive on a metal credit. After several weeks and escalating to higher ups I was able to get them to repair it again at no charge. We have a local Jeweler that will be redesigning the ring so that it can actually be worn. It's shameful that this company will not stand behind their quality or craftsmanship. We both left reviews with Brilliant Earth, but they were never posted. Do your future wife a huge favor, buy her ring locally from a reputable local jeweler.

Original Review: Feb. 23, 2024

In short: BE sells rings that lose stones with 6 months of wear, conducts repairs that fail after 5 months, and will only cover half the cost of replacing their faulty ring with a less-expensive metal band. Long version: My wife and I bought the same wedding rings for each other (Winding Willow). Each ring has 4 tiny diamonds in it. BOTH rings lost a stone about 6 months after our wedding. We sent the rings in for evaluation and repair. We asked that they inspect the prongs on the rings to make sure the other diamonds wouldn't fall out, and were told that everything looked secure.

Five months after receiving the repaired rings, TWO more stones have fallen out of my wedding band. So a problem that I specifically asked them to inspect for happened twice, BEFORE Brilliant Earth recommends re-inspection of the stone settings (they recommend inspection every 6-12 months). At this point, I have every reason to believe my ring will need to be repaired every six months for the rest of my life. Rather than doing this twice a year forever, I want to replace the diamond ring with a plain metal band that's less than half the cost of the original, specifically so that I don't have to worry about stones falling out.

Customer service says they can give me a metal credit towards another ring--great. HOWEVER, the metal credit is 50% of the *less expensive* of the two rings involved in the switch. So if I replaced my wedding band with one that was the same price, the metal credit would be worth $600. Because I want a simpler band, the metal credit is $285. Half the value for the same exact metal.

I completely understand that policy if I was switching up the design on a perfectly good ring. However, the policy makes absolutely no sense when replacing a faulty ring with a cheaper one, chosen specifically because it cannot have the same problems. I genuinely feel like BE is taking advantage of me. A wedding ring is supposed to be worn every single day for a lifetime, not fall apart every 6 months. I'm not even asking for a refund or an equivalent exchange/store credit, just want a ring that won't break again (and again and again). We've had additional problems with our engagement rings and the repair process, but I was willing to shrug those off. This is just egregious--and it's how they'll treat you, too.

Brilliant repaired the ring and, after only one month after receiving it back, diamonds began to fall out again. We sent it back for another repair, as 5 more had fallen off. The company repaired the ring again and, yet again, one diamond fell out within 2 weeks of receiving it back the 2nd time. This is clearly a manufacture's defect, as well as a design flaw - this simply shouldn't happen. Brilliant Earth refuses to acknowledge that it's a manufacture's defect and we are not about to get it repaired a 3rd time, so the company offered an exchange.

We visited the showroom in Boston and I chose another setting I liked, but the value of the setting is significantly less than the Secret Garden setting, so my fiancé requested a refund for the difference, to which Brilliant Earth claims "we cannot do that". This company made a terrible product and does not stand by their work. They even tried to charge me for the new setting. It's a shame that companies are able to get away with things like this. A refund for difference between the settings is a reasonable request, but Brilliant Earth disagrees. There's also the sentimental value that the company couldn't care less about that's not being addressed. I would highly recommend that those looking for a ring look elsewhere, and, considering our experience with their customer service, avoid this company at all costs - stick to the reputable jewelers such as Kay, Jared's, Descenza, etc.

Original Review: Feb. 15, 2024

After realizing the ring I purchased wasn't a match for my fiancée, she talked to a Brilliant Earth consultant and I exchanged it for her. Nowhere in the process was she or I informed that an exchange cannot be returned. We are very dismayed with BR after what had been a good experience with the engagement ring. Lesson learned, and I hope someone here can learn from my costly mistake. I am especially disappointed in their customer resolutions rep, Sara **, who intentionally strung us along about reaching a resolution in this case.

Being as this was time sensitive gift for Valentine's, I did not accept this solution, and after trying a second card with the same result, they offered no alternative payment solutions, and even tried to rush me into ending the chat. Quite frankly, they did not give a damn about retaining my business, and left me feeling pretty aggravated considering all the pieces I had bought from them in the past. Even bought my wedding rings there. I'm just thankful I learned this way, unlike the many others here who seem to have worse experiences. Thanks for nothing Brilliant Earth

Brilliant Earth has had my ring more than I’ve ever even worn it. At first I thought it was from me wearing it to bed as they told me that could happen. So I stopped and still after wearing it for a couple weeks a random diamond would fall out. The last issue I hadn’t even worn my ring in a year because I was pregnant. I went to put it on for a Christmas party and I got home that night and a diamond fell out. I tried to contact brilliant earth to tell them I think it’s an issue with the ring itself (it’s a small thin band) but now they just ignore. I posted a negative review about the ring on their site and it never went through. They show only 16 reviews at 5 stars…

During their inspection, 4 of the 8 side stones were loose. Fast forward getting it back, less than a month later, my side stones are already extremely loose to the point I cannot wear my ring. I tried to get it tightened at their store in Dallas, but they told me I had to send my ring in for any maintenance under their warranty. 4 weeks for a 10 minute process at a jewelers. And if I went to a local shop to get it tightened, my warranty was VOID.

Imagine having to send your ring in after a month of wearing it each time after spending so much on it. I told them forget about it and I wanted nothing more to do with this ring to which they responded it was out of the return window. My husband got so fed up we purchased a new setting from a reputable seller. $2k down the drain as I know have a shell of a setting in a box, collecting dust. Their jewelry is costume quality at best. 4 jewelers couldn't even confirm my side diamonds were diamond. Only under a special machine was a gemologist able to tell.

I've seen so many more stories of women who have gone through the same experience as I have and something needs to be done about BE. They're a predatory company who does not care about their customers. Fine jewelry should be made to last for generations - not months. I have told many to avoid BE and will continue to do so.

Original Review: Jan. 16, 2024

If you are purchasing anything from Brilliant Earth, be aware of your consumer protection laws and be sure to inspect/test the items as soon as you receive it. I purchased a $3,000 sapphire diamond ring as a pregnancy gift to myself in October 2023... and the centerpiece stone literally fell out within the first hour of wearing it to a wedding dinner. After reporting the manufacturing defect and submitting the ring for an inspection, I had a call with the customer service rep who confirmed that the team found no damage or tampering to the ring, and she agreed it should not have fallen apart upon the first wear. She agreed to fix the manufacturing defect and provide a repaired replacement ring at no cost, and said she would follow up regarding next steps.

This was three months ago -- and still no resolution, only fights over the bill. Brilliant Earth is now backtracking on its promise to replace/repair the ring, and it is actually trying to charge me an additional $1,500 for me to receive the repaired ring back to its original condition. No apologies, no accountability whatsoever. I am honestly really floored by the unprofessional and dishonest way they have handled this defect.

Take note: There are consumer protection laws in place to protect consumers from fraudulent business practices and defective products like this. The law automatically provides an implied warranty of all consumer goods -- i.e., a promise that an item will work properly as advertised and be of expected grade and quality, as long as it is used for the purpose it was sold. Wearing a brand-new $3,000 ring to a wedding and expecting the ring to stay put through the event is, indeed, a reasonable/valid expectation consumers can have when purchasing jewelry -- particularly new jewelry that cost thousands of dollars. Brilliant Earth sells defective products for thousands of dollars -- and then tries to make you pay more to fix their manufacturing mistakes.

There are PLENTY of competitors who sell jewelry that actually lasts. I have literally never had jewelry that fell out on the very first wear (not even cheap costume jewelry, which tells you something about the quality of Brilliant Earth's products). Do not make the mistake I did and spend thousands of dollars, only to have that money go down the drain within the first hour (and then have months of customer service reps evade responsibility for fixing the issue). They do not run an honest business here. Please be aware and spend your money elsewhere.

Original Review: Jan. 13, 2024

When the time came to consider engagement ring shopping, we started by searching “top jewelers near me”. Brilliant Earth was listed at the top of Google. Looking back now, it was paid marketing. For years one would see top jewelers such as Tiffany & Co., Shane Co., and Jared in commercials on TV, but you never see any for Brilliant Earth and there’s likely a reason for it. The brands you see on TV are reputable, but the more you look into Brilliant Earth the more you will learn how disreputable Brilliant Earth is. Don’t believe me? Go to BBB.org and search “Brilliant Earth, LLC”. You will find 275 complaints. Go read the google reviews for each Brilliant Earth ShowRoom. Read this article: ** (shortened to make it easier to search). Read them, please, before you consider spending your hard earned money at this establishment. Brilliant Earth is a scam and complete tergiversation, and this is where the betrayal begins.

My boyfriend and I booked an appointment for a consultation on 10/30/2023. We looked at wedding bands and discussed with an associate different types of stones that I may be interested in. I decided that I loved the Oval and Radiant cuts so we booked another appointment to begin looking at different carats of each cut to decide which one I like more. The next appointment was booked for 11/6/2023. When we arrived, to our disappointment, there were only different carats of the Oval and not the Radiant, even though we discussed bringing in both cuts for our next appointment. Our associate, face fully flushed, said that the Radiant cut was never mentioned to her and that we would have to book yet another appointment to see radiant cut diamonds. No sincerity was given when I mentioned that I asked to see both cuts. This is where my frustration began.

We then came back to the showroom on 11/10/23 to make the ring purchase. The original associate that we had worked with was unavailable to assist with the purchase, so another associate was assigned to assist. We completed the process with the purchase of $10,000 for an engagement ring with a wedding band and we were told we would be receiving an email when the ring had shipped.

Weeks went by and we never received an email. We were told that it would be delivered by 11/24/2023, so when we got back from Thanksgiving we called Brilliant Earth to follow up on our order. I called on 11/27/2023 and was told that our ring had been delivered. Confused as to why we never received any information regarding the order, we headed to Brilliant Earth to pick it up. When we picked up the ring we were informed of their return policy which was that “if for any reason you are not happy with your purchase you are eligible to return the item within 30 days for an exchange or refund”.

When I finally tried on the ring it was smaller than I had anticipated. I had questioned if the wrong size was sent, as I have read online that Brilliant Earth has shipped customers the wrong size in the past. So I called Brilliant Earth to confirm the ring was still eligible to exchange and the associate told me yes, and to my surprise, they have an extended holiday return policy so it was eligible for a return till 01/15/2024. I went to the Brilliant Earth showroom on 12/14/2023 to exchange our engagement ring and wedding band. After everything was finalized I was told that I would receive an email when the ring had shipped and that it may take a few weeks for the ring to arrive. On 12/20/2023 we received an email saying that the ring had been delayed and that a tracking number would be emailed to us once the order had shipped. After that email we never received another, nor a tracking number.

Shortly after the ring exchange my boyfriend had to undergo an unforeseen surgery that left us with an immense hospital bill. We soon decided we needed to return the ring to cover the surgery costs. The day we called Brilliant Earth to cancel our order we were told that the ring had been delivered, but we had never received any information prior regarding the shipment or delivery. I told the representative that I would like to cancel the order due to the financial burden we now face and that is when we were told that we are ineligible for a return due to exchanging the ring. My heart broke.

During the exchange process I was NEVER told by the associate that the exchange would be the final sale, and had we known that HUGE piece of information, we would have decided on a different route. I was speechless. This is not a $500 purchase, this is a $10,000 purchase. One would think that as an associate it would be your job to let your customer know that once you exchange an item (that is worth thousands of dollars) it is no longer eligible for a return. But no, that’s where they get you. That's where the tergiversation lies.

As I explained our unforeseen circumstance to the representative on the phone, and pleaded to see if there is any way they can make an exception, I was told “within our return policy online it states what the exceptions for returns are and that an exchanged item is ineligible for a return”. I explained that we never ordered anything online. Every step of this process was completed in person. How were we to know of this policy? We only knew what we were told.

I am extremely disappointed and heartbroken over our whole experience with this company. We feel betrayed and do not feel like our “customer satisfaction” was “guaranteed”. We would like for Brilliant Earth to accept our return as they were dishonest with us throughout this whole process. This is not how a customer should feel after making a purchase on an item that is supposed to be the beginning of a beautiful journey between two people. We were never made aware of this policy and we feel as though Brilliant Earth should make an exception for us due to their lack of communication and failure to inform us of their STRICT company policies.

Original Review: Dec. 24, 2023

My ring is just two years old and is broken and has a missing stone. I take good care of my jewelry, I don’t do anything rough or unusual while wearing it. In fact, I only wear it part of the week, I’m a nurse and don’t want my ring to get gross at work so I have a silicone ring to wear to work. While vacuuming last month I looked down and saw half of my ring in the floor. My ring broke in half in the exact same spot on both sides, so I now have a top half with the stones in it and a bottom half that is just plain band. It snapped just below a thin decorative part of the ring on both sides. Seeing that, it seemed very apparent that it was a design flaw in the ring, so we returned it, thinking that it would be warrantied out, but somehow, shockingly, Brilliant Earth, came to the conclusion that it just broke for no reason, and was missing one of the very little stones. They called to let me know that the ring can’t be repaired, again shocking.

Their solution is they can just return the broken ring, or I can have 1/2 off a new setting that’s the same (why would I want the same setting if there’s a very obvious design flaw in it?), or a new setting with half the price that I paid for the original setting in credit towards that. At this point, I don’t have a lot of options. If the ring can’t be repaired, I can have a broken ring back that I can never wear again, or I can have another ring from brilliant earth that I will get to spend more money on, and have absolutely zero confidence in due to the company's customer service. I would absolutely never recommend anybody buy jewelry at this company, and I’m on a mission to let everybody know about this customer service. I have never had jewelry, especially jewelry this expensive, fall apart. Especially in the time span of two years.

Original Review: Dec. 17, 2023

My fiancé proposed to me in November with a ring from Brilliant Earth and it has been nothing but a disaster. I went to a showroom to get sized and have the ring resized because it was too big. It took around 3 weeks and when I received the ring in the mail it was THE EXACT SAME SIZE. And worst of all a diamond was either damaged or replaced on my band. The diamond was discolored, almost black. The main diamond was off centered and the prongs were crooked. Immediately called customer service and explained all of these issues. Was told to mail it back with the shipping label and they would inspect the ring. So another 3 weeks with without my ring.

Finally got the ring back. Still doesn’t fit, the center diamond is still crooked they didn’t even address that issue. They did fix the diamond on the band that they ruined in the first placed. Had my ring for 3 days, a diamond fell out of my halo! I had my ring back for less than a week and I am so upset. I don’t wear my ring in the shower, sleeping, at work. There is no other explanation than a poor quality ring. This is supposed to be a happy time in my life and this whole process is disappointing, especially after my fiancé spent over 10,000 on this ring. Don’t buy from Brilliant Earth!!!

Original Review: Dec. 9, 2023

Brilliant Earth, in the words of its co-founder and CEO Beth Gerstein, considers itself “the jeweler of the next generation consumer" and seeks to be “a key destination for highly-curated and exclusive jewelry in a joyful omni-channel shopping environment.” I’m sad to say that my experience with BE has been less than joyful. In 2019, my husband purchased a wedding band that has proven to be inferior not once, not twice— but three times. Each time a diamond comes loose, BE charges more money for repairs —without a long-term fix. Other jewelers will not even work on the setting, because, the fittings are “too small and worn.” Diamonds should not fall out of wedding bands, nor should it be necessary for prongs to be re-tipped at the consumers’ expense less than two years out.

My husband was drawn to Brilliant Earth’s pledge to do business in accordance with the highest standards, which doesn’t seem compatible with complaints on the Better Business Bureau’s website, yelp.com and a two-star online rating with Consumer Affairs. These bad reviews seem to be inconsistent with BE’s claim about ethically sourcing its diamonds. After numerous attempts, BE won’t take responsibility for selling me a defective product nor reimburse me for $400 dollars spent on repairs.

Wedding rings are a symbol of commitment, especially when young couples invest their hard-earned dollars in a future together. It’s a particularly cruel betrayal of trust when I can’t wear the one piece of jewelry that means the most to me. If BE truly believes its own marketing claims, then it would stand behind its product and make it right.

November 1st, I noticed a bunch of loose diamonds again on both bands! Spoke with Darline ** and she told me to send rings back, and she will make sure that a senior repairer will look at it and they will be back to me with some options what to do next, so finally I will be able to enjoy my $20,000.00 ring! Instead of the that I had a general email: "Please give a call to our customer care line at 1-800-691-0952 to approve the complimentary remake of your ring. If you'd prefer to speak to a repair specialist, please use this link to select the time that works best for us to contact you via phone."

The next available appointment to speak with someone is November 17Th!!! Call the number and asked them to connect me with someone who can explain the process and guarantee that after this repair my ring is not going to be back to the repair in a month. They were not able to connect me, just try to expedite the time when the repair specialist is back to me. November 20th received two redone bands and the next morning I noticed a missing diamond!!! Call the customer service and they told me that I need to send it back for evaluation!!! I told them that you had those rings one day ago what hold you from doing evaluation before you send it back to me?! I wrote the complaint to a Better Business Bureau, but to have my bands in the repair for over 40 day is too much.

Original Review: Oct. 26, 2023

Do not buy. Do not even think about it. Save yourself. Just go with another company. I've been waiting forever for my fiancé ring to be returning from being sized and they keep lying about the expected return date. It has been delayed 6 times now and I don't know when I will ever get it.

Original Review: Oct. 18, 2023

Updated on 10/24/2023: I recently made a review about my horrible ongoing experience with this company & they still don't care to fix things. I still never received my ring after them delaying it 8 times now.... This is disgusting, I even had to pay $500 to cancel my engagement shoot. I was supposed to receive this ring back on September 18th, it's now October 24th. They ruined the engagement phase for me, please do your research before purchasing from this company they are a scam. I don't even want the ring back anymore, they had the ring longer than I ever did.

Original review: I sent back my ring to be resized in the first week of September. It's now OCTOBER 18th, I haven't gotten my ring back. I've reached out to this company over 12 times on the status of the ring, I keep getting lied to and given empty promises. they ruined my engagement, this was supposed to be a happy time in my life but instead, im bashing the company and getting legal advice. It's to the point where I DO NOT WANT THIS RING. It's so difficult to get a refund, but why is it fair to pay for a ring I've never received? The customer service lacks any empathy or knowledge on any of the orders. It's as there programmed to lie and keep saying it's coming in the next week.

They're willing to ruin one of the most special things in someone's life for the bottom line of their mistake. She says they are willing to offer $150 which is laughable considering that's about 1.25% of the cost of the ring. The refund will take 5-7 business days. Run as fast as you can from this company. My trip is ruined and I have to wait over a week to get my money back on top of spending hours dealing with their terrible customer service.

Now, I ordered her wedding band online. I was pleasantly surprised that the style and design of her band was actually available to purchase with the sapphires in the band already. Simple… I thought! Ordered the ring, I took off from work today to be home for the shipment. Opened up the box, wrong ring, NO sapphires. I Double checked myself to make sure I didn’t screw up when I placed the order. Nope, they literally sent the wrong item. How does this even happen?! This isn’t a small purchase retail shop, this is supposed to be a reputable brand.. that we spend thousands of dollars with. Why do we keep having these issues with this company? Now I have to go through the process of returning this ring and hope that I can get THE RIGHT ITEM back in time.

I will say, really take into consideration this review when you go to place your order with Brilliant Earth. This is supposed to be a period of my life I remember for a long time from now, unfortunately, I have to remember all the issues I’ve had thus far just to prepare for this very important time in my life. Unacceptable, do better!

Brilliant earth and myself were able to come to a satisfactory resolution to turn my experience into a positive one

FedEx said that they had to ship it back to the shipper. I called BE and was told that it would be overnighted to be as soon as it was received. I waited a few days (holiday weekend) and had made a call back on that next Wednesday because I had still not heard anything. I was told that they are still waiting to receive the package. I called again on that Friday (the 8th) for an update with the same answer. I decided to call FedEx today (the 12th) and was told the package was received AND SIGNED FOR on the 7th. FedEx provided the date, location, and name of who signed for the package. I then called BE and they said that they had just received the package yesterday (the 11th). Fishy.

So then I am told that the ring is still being inspected, but then told that the inspection process doesn’t take long (so why is it taking more than a day to finish being inspected if I can be finished in less than 20 minutes?) and it would be overnighted to me tonight or tomorrow, but there was no guarantee (even though on the 1st it was guaranteed). They kept asking when I need it by and I told them I needed it almost 2 weeks ago. After some talking, my fiancé and I decided to just cancel the order and go somewhere else.

In all, the order was placed August 21st. Payment came out immediately (of course). Original delivery date was the 1st. Delivery address was changed and inputted incorrectly (after it was read back to me correct and correct in the follow up email) so it was sent back to shipper. New address was incorrect still after speaking with 5 different people. The date that the package was signed for back at the shipping company and the date I was told it was received are 4 days apart. It is now the 12th and still no ring. Order canceled. Money will not be refunded for a week AFTER cancellation is confirmed (even though I spoke on the phone with a representative to cancel the order it could still take 24-48 hours???). Absolutely never again.

My wife can tell you more horror stories about the horrible experience she had while ordering my rings. That was another nightmare in itself. My advice to to RUN the other way and stay clear of this company that clearly doesn’t care about its customers and it’s obvious that I’m not the first to have this issue with them. So basically I now don’t have a wedding or an engagement ring anymore.

Brilliant Earth has offered to fix it (and what choice do I really have), but they want my now fiancé to go without a ring on her finger for a month while they fix their own mistake. This will no doubt raise eyebrows, if not questions, and be embarrassing for her. Smaller issue: I was promised a free pair of diamond stud earrings with the ring; they did not come. I called about this and they sent them out after-the-fact. The studs are laughable - they are much smaller than the ones in the promotional photo and are not much of a gift at all. I have chosen to toss these rather than give them to someone (who would just about have to use a magnifying glass to tell that there was even a diamond on them).

I have shared all of this with Brilliant Earth multiple times. Each time they are sympathetic and admit to dropping the ball, they say they will escalate the complaint, and I never hear from them again. I feel embarrassed myself and that I let my fiancé down by trusting Brilliant Earth. I write this review with the hopes of saving some from my experience - go anywhere else!

Original Review: Sept. 3, 2023

If I could give negative 10 stars I would - read on if you’re considering purchasing a ring from them. We booked an initial appointment on 4/23/23 and purchased a ring that day. An hour later we received a call that our diamond was taken by another customer and had to choose another. Then the ring came weeks later and it was the completely wrong setting - they gave us the waverly when what we ordered was the vintage waverly. The ring went back with the promise it would come back perfect. Weeks later it was returned to us and rather than put the diamond into the correct setting, Brilliant Earth sloppily added only partial milgrain detail around the edges - it was uneven and asymmetric. I noticed it immediately after he proposed - terribly disappointing because I knew I had to return the ring just as I was excited to share our news.

The ring went back yet again and I was told it would be 100% redone and returned to me in perfect condition before my cousin’s wedding (we gave them 4 weeks). It came back to me a week early and looked fine. I’ve only been wearing it a week and today (my cousin’s wedding) - the entire top of the ring broke off as I was packing. It looks like they attached it with superglue and it didn’t even last a week let alone a lifetime. My fiancé spent well over 10k for this ring and needless to say we are absolutely furious. I am doubting if this diamond and this yellow gold ring are even real. Brilliant Earth is running a total scam - they cannot be trusted. Not only did this entire experience delay the initial proposal but it completely marred our engagement experience which should have only been joyous. We want a refund ASAP.

I've called their customer service numerous times only to recieve the runaround on the status of my order. Ultimately I've had to dispute the charges through my bank as they refused to issue my refund, till this date. It's unfortunate to say but this has been a horrible experience when you take into account they not only have my diamonds but also my money. I will not be purchasing from Brilliant Earth again and I advise others to be cautious.

When a supervisor got involved, she told me the ring was expedited now and I could get it the following Monday and she would keep me updated if anything changed. I went Monday to be told it wasn’t there with no follow up from the supervisor. Thanks Jillian. I asked for her superior and was told that the higher ups are not “customer facing” and I’m basically stuck with delaying with them and their incompetence. I tried and tried to get answers. I got the run around. They offered no discount because of the major inconvenience they caused.

I was sent two gold bracelets with a cost on a receipt at $80 each which I’m sure they didn’t intend for me to see. They put stress on my relationship because every time I went for the ring, it wasn’t there. Then I’m answering questions that I have no answers for from my fiancé for over a month. The whole situation was embarrassing. When you’re spending this much money, you should be treated with respect. Never again.

Original Review: July 5, 2023

DO NOT BUY FROM BE! Bought my wedding band from Brilliant Earth and not even 2 months later the ring FELL APART. I sent it back and they originally stated they would cover a full remake. After backing out of that, they offered to cover a repair. Once again they backed out of the repair saying the damage was too great and I would have to pay half of the value of the ring for a remake. The ring FELL apart while still on my honeymoon 3 weeks after we got married and not even 2 months after we bought the ring. I haven’t done any sort of strenuous work with the ring on to cause such damage. As a commercial company I would expect them to stand by their product and at the very least offer a refund, not blame their customers for their bad workmanship and expect them to pay more money. Unreal.

Original Review: June 24, 2023

I have had my existing engagement ring and wedding band from non-Brilliant Earth jewelers for nearly two decades. Two years ago, my husband and I decided to get a new band for our anniversary, and selected Brilliant Earth because of its commitment to ethically-sourced diamonds. I was very happy with the band, and about a year later we purchased another for another milestone. Then, this past spring a stone fell out of one band. Surprising, but BE handled the repair at no cost. Fast forward, and since March, as of this morning I have lost 3 stones from my 2 BE bands.

Each time the ring has to be sent in for inspection, and a call has to be scheduled to discuss repairs and for BE to decide if they will cover it. Each time, they seem to imply that the damage/issue is likely at least partly my fault. Again, I've had my other two rings from other jewelers for *nearly 20 years* and they have *never* needed a single repair. Nothing. Now, in a little over three months, I have needed three BE repairs. But the issue is the wearer?

These bands that were meant to be special momentos now feel like sources of frustration and disappointment. When I got my first band I sang the praises of Brilliant Earth. Now I will feel the need to warn others away. If either band had been my engagement ring or wedding band, I would have been devastated. I love the concept of this company. I hope that they figure out whatever issues they have in the production of their rings so they can stop having to devote so much of their resources to managing sluggish repairs for unhappy customers.