Brilliant Earth Reviews

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.

Fast forward to 3 1/2 months later, a prong was loose (no big deal) and my ring was completely mushroomed, flat around my finger. It looked horrible. I cried because I felt so bad to show my fiancé that something so expensive looked so bad after only having it back for 3 1/2 months. I am not one who does heavy lifting and I take off my ring while sleeping, in the shower, doing outside activities etc.

I called brilliant earth very upset because I expected better quality. I told them I did not want this same band back as I think it is crazy that they even sold settings with notches in the band, which obviously compromised the sturdiness. I didn’t want to keep sending my ring in and not having it for a MONTH at a time every time it bent. I went back and forth with them for a month, many times never getting called or emailed back.

They simply do not care about your wants or needs. They refused to admit to me that they made a mistake, saying they fixed the ring and will be sending it back (with the notches still in the side). Well I just checked the website and they don’t even SELL that setting anymore. The updated version of the setting with the same name “heritage” has the notches but is filled in with extra gold and two tiny diamonds. They would not alter my ring at all, but they took the design off their website? I can’t get a refund, either. At this point I will be taking further action above them. In the meantime I am completely dropping ties with them and going to a local jeweler to take my diamond out and re-set it. My fiancé will pay for a new setting out of pocket and our own insurance because we would rather take the loss than ever have to deal with brilliant earth again.

Please, if you want a quality ring and don’t want to start off your engagement with a wonky, piece of crap ring, go somewhere else. Anywhere else. Pay the extra money, do whatever you have to do to avoid dealing with this scam of a company. Honestly go to your local grocery store and put a quarter in the gumball machine for a ring before you buy from here. It’ll be just about the same quality.

Original Review: June 14, 2023

I contacted Brilliant Earth to have a wedding set made in spring of 2022. The first set I received included an engagement ring that clearly had not passed quality control inspections, which they graciously acknowledged and resolved. The new set was beautiful and upon resizing, fit perfectly and matched in quality. After less than one year of wearing, and taking good care of the piece the center stone of my engagement ring became loose. I sent it in for repair and they did so at no cost to us which is great.

After having to back for just one week it loosened again. We tried to get this addressed by seeing if we could get a full refund or complete redesign and we were offered only 50% of the original cost to be applied toward a new piece by a manager. To me, this seems like a workmanship problem but they tried to get us to admit we’ve not been taking care of it. We are not happy with this and hope others will consider carefully before working with them. Nothing beats having a personal relationship with your jeweler and I wished I had listened to that advice at the outset.

At the end of this process, there was a comprehensive breakdown of everything we've built and put together even a generated image of what it would look like with all of my selections. Since this was over $10k purchase and this was the first store I had been to, I asked for some time to look it over at home. She said, "absolutely of course, let me get your info." After took down all of my info she then said, "I can't send it right now. I'll send it a little bit later today." Which I thought was a little weird at the time, because it doesn't take that much time to just click send then email it.

It's a month later and I still haven't received it. I've called into the store number at least five or six times since then but the calls transfer to a call center. The call center rep says they will contact the store and ask them to reach out to me. They even say that they will text the rep in store to expedite the process. She would say that the rep is with a customer and will for sure call me when she is done. I asked for a timeline. She said maybe 30 minutes but she will for sure call by the end of day. However, I still haven't received a phone call nor the comprehensive breakdown. I remember when I was in store rep told me it would take 2 weeks to make the ring after I chose to proceed and pay, but now I have wasted a month waiting on this company to do something as simple as sending some info. I asked the customer service rep to send it, but they said only the rep I spoke with has access to the file.

I told the customer service rep, this is very unprofessional and I will take my business elsewhere if I don't hear back last weekend. She finally said she has a basic idea of what I selected and will email it over in a link. When I opened it, it was just info on the band style I selected. It was missing everything on the gem size, type, cut, quality, band setting, etc.

Worst of all... I'm just frustrated because this has messed up my timeline for proposal and has ruined what should be a happy and exciting process and turned it into a very stressful and unpleasant experience. I hope that my experience will sway others to take caution with this company. From what I've just read from others, it looks like I'm not the only one who has experienced this. I wish I read these before I went down there. Happy Engagements you all. Cons: Terrible customer service, unable to contact the store directly - have to call a middle man (call center) who promises to have the store call you, much more expensive from other stores, nobody called me back (still after a month). Pros: Nice store, staff were nice, ring styles and diamonds.

Original Review: May 10, 2023

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

Darline from the Customer service department emailed several times stating she wanted to discuss my experience but never actually called or followed up with me about the whole process. I had even scheduled a call with her but never got a response. Everything could have been forgiven or forgotten, but 4 days after I got my ring back, stones in the band have fallen out again! I have only worn my ring while sleeping and around the house since getting it back. Their rings are obviously terrible quality, their customer service never follows through with what they say they will do. Save yourself the heartache and just purchase a ring anywhere other than here!!!!

Misleading marketing: Brilliant Earth claims to sell lab-grown diamonds with the same properties as natural diamonds. However, when my fiancee and I tested the diamond through three separate, reputable national jewelry organizations, we found that the stone was actually moissanite. The GIA certificate provided by Brilliant Earth was insufficient to prove the authenticity of the diamond, considering the stone's lack of thermal and electrical conductivity. This raises serious questions about the authenticity of their products and their marketing claims.

Rude customer service: When we contacted Brilliant Earth to address our concerns, we were met with dismissive and unprofessional behavior. The manager, Tawnie **, even went as far as referring to standard diamond testing methods as "illegitimate" and refused to consider replacing the stone. To make matters worse, she erroneously claimed that our return window had expired, even though the ring was in our possession for a mere 12 days before being returned for inspection.

Lack of timely resolution: Brilliant Earth had the ring in their possession for 23 days before they finally responded to our request for a full refund. They made no attempt to offer a satisfactory resolution, such as replacing the stone or providing a reasonable explanation for the discrepancy. We had to threaten legal action before they agreed to provide a refund.

In conclusion, I strongly urge potential customers to think twice before purchasing from Brilliant Earth. Their misleading marketing, poor customer service, and lack of timely resolution left us feeling frustrated and deceived. Our experience with Brilliant Earth has been nothing short of a nightmare, and we hope that by sharing our story, we can help others avoid a similar ordeal.

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.

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.

Original Review: Feb. 10, 2023

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.

Original Review: Feb. 8, 2023

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.

Original Review: Jan. 31, 2023

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.

Original Review: Jan. 20, 2023

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.

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 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.

Original Review: Dec. 23, 2022

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.

Original Review: Dec. 5, 2022

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.

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 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.

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 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.

Original Review: Sept. 14, 2022

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.

Original Review: Sept. 13, 2022

(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.

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.

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.

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!!!

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.

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.

They promise someone will call you back and then no one ever does. They have stuffed up every step of the way - initially making in white gold instead of platinum, then invoicing us the wrong amount, the list goes on. It has been a very stressful and traumatic experience dealing with Brilliant Earth. We feel we have been constantly lied to. An extremely incompetent, unethical company that clearly has no idea about customer service and we would recommend everyone to stay far far away from this company.

Given the location's hours, I need to schedule time off from work to make it to the shop, because I don't live or work in DC. This is only worth noting, because when I showed up for my rescheduled appointment, I was informed that the Marina ring had not been ordered, because "someone" forgot to order it. Because I indicated that I was hesitant to make another appointment and take more time off from work, I was assured by our new associate, Izzy, that she would "more than make it up" to us, by adding a second "free" gift to our order when we came in. My fiancé knew how much I liked the Marina ring, so he convinced me to give them another shot, so we scheduled a third appointment for early December. (Original appointment 11/5, then 11/18, and then 12/3.)

When we came for our next appointment, the Marina was available. I got my finger sized, and my fiancé did as well because he found a ring that he liked. I identified another band that I wanted to purchase, yet when we sat down Izzy had only added the two rings to the order, and promised that she would send me the details on the 3rd ring separately. Why not just make the sale when she could? I couldn't tell you, but she didn't. She did, however, promise to send me the details on the ring, so I could order it myself.

As we finalized the order, the topic of "free gift", which incidentally is standard on any order above $1000, came up. Izzy showed me that she added a pair of diamond stud earrings to the order. At that time, I pointed out that I do not have pierced ears. At that Izzy stated she would change the earrings to an aquamarine pendant to match my ring. When I asked about the promised "second gift" she again promised that it would be added to the order when she corrected it the next day.

When we did finally receive the order confirmation in our email, four days later, it still showed the earrings, and nothing further. My fiancé followed up, immediately, but never received a response. I sent an e-mail independently asking for information about the third ring, and also got no response. After 2 weeks, I followed up again, and mentioned my fiancé's email which also hadn't been answered. At that time, I was informed by Kyle that Izzy would get back to me soon. Another three days went by, and Izzy finally responded to me to let me know she'd been busy, and hadn't had time to correct the order. She promised to send 2 "additional" free gifts ASAP and advised me to give the diamond studs as a gift. I asked her again about the third ring that I was looking at, and she informed me that she could order that for me if I wanted to come in, but did not give the details. I have not followed-up to order.

The rings arrived last week, along with the useless earrings. My fiancé's does not fit. He has reached out again for assistance, and has gotten no response. I have reached out again for assistance, and I've gotten no response. The trouble is, that with his ring, in particular, it cannot be resized, and any changes must be made within the first few days of receiving it. Of course, I suppose if they never respond to us, we're just stuck with the ring.

I realize it's the holidays, but I am so incredibly disappointed. It seems that Brilliant Earth has decided we're not worth the time to do anything other than take our money, and now that they have it, are doing nothing to provide any of the support or promises that were made. I've not yet taken my concerns to social media, because I've worked in customer service myself, and I understand that especially during the holidays it is hard, but I'm getting married in 3 weeks, and I would like for my husband to be able to wear his ring, and I suspect he would too. Hopefully this review will reach them, since I seem to have no other way to reach them except to call the DC location, which is the problem.

I placed my order for an engagement ring (diamond and setting selected) and wired my payment on the same day. Bank wire went through and they sent me confirmation that they received my payment the next day. 4 days later I receive an email at the end of the day ~4 PM PST stating "just tried giving you a call but wanted to follow up with an email. We need to discuss details of your order with you." I did not receive any phone call. I called as soon as the email came through and was told by customer service that the specialist handling my order was not available and that they would give me a call the next day. This call never came either, so I call customer service again and find out that the diamond I ordered is not available. I am being notified of this 5 days after I placed and fully paid for my order. I was not satisfied with the "similar" diamonds the order specialist presented and I requested a refunded.

I received an email confirmation of the order cancelation without any information regarding the refund. I call customer service again a day later and am told that they will be mailing a check and a refund confirmation will be sent out soon. Day 7 still haven't received anything regarding my refund and repeat the process of contacting customer who then proceed to tell me that the refund should be sent soon. I do this for the next 3 days and it's day 10 now and I still haven't received any confirmation about my refund. Where is my money! All this time I am also requesting that my bank wire transfer fee be reimbursed. Day 11 I am contacted by a "senior" member of the team who told me that they should have an update for me within 24 hours and that they will call me and send an email with details. Day 12, no call. No email. I emailed and called this "senior" staff and they have not responded. It is Friday and I assume this "senior" individual will not be available until Monday.

Update.. Check with refund arrived. Had no idea that it was left at my door. I am still trying to have my bank wire fee reimbursed. This is a theft of my time and it's ridiculous they expect me to cover the cost of this bank wire in this situation. Brilliant Earth should be confirming inventory before sending wire instructions and requesting a payment. I've been told by multiple people in this company to contact my bank. This is not the responsibility of my bank. There are many complaints about this company and I wish I would have heeded their warning. It would've saved me time, money, and stress.

We were forced with a choice and we chose to go with a worse diamond that looked similar. We stressed and called back to emphasize that this ring needed to arrive before a certain date for our engagement photos. The rep on the phone promised it was not a problem. Fast forward now, the worse replacement ring did not arrive on time. We are faced with not even having a worse engagement ring for our engagement photos. Lots of emotions were stirred up and I would never, ever recommend this company to anyone. The lack of basic professionalism for their profession (keeping track of diamonds) and lack of reliability (not meeting promised delivery times for time sensitive items) makes them a terrible choice for anyone.

I had so many issues at the time of purchase with them not having my original diamond available and then delays in production, etc., if I had more time for the planned proposal I would have canceled it and gone elsewhere. In hindsight I wish I had lost the money on my proposal instead because this ring costs THOUSANDS and within 2 years it’s broken. My wife is a nurse and hardly ever wears the ring…. cannot believe we are dealing with this type of service and product quality from a company that claims to have such high standards and quality. Please don’t make the same mistake I made and do not purchase a ring from them!!!

They did not explain this warranty very well when buying the ring. I'm not exactly sure what their warranty covers, I understand a lifetime warranty cannot cover diamonds falling out for its entirety but with the ring being less than a year old, I expected a little more than having to pay out of pocket. My advice would be to make sure they review their lifetime warranty with you in depth before purchasing any jewelry. I am not happy with their service on this and know after doing some research to take it elsewhere to be fixed.

Original Review: May 6, 2021

First of all, let me start by saying we have purchased our engagement rings from Brilliant Earth and we do love the rings and experience working with the sales agent in Philly was good.. BUT...Their refer-a-friend system is completely non-existing! We referred a friend to buy from them. But a week later, we still haven't received our $100 credit as BE promises. We reached out first and then our friend called them FOUR times, and each time their customer-service agents assured that this should be resolved within 24 hours. It was never resolved and even worse, my friend never got any updates from them. The last time my friend called, the agent told him that this time they would be really serious about it and followed up in 24 hours. Obviously no one followed up…

Feeling very bad about making our friend calling over and over again, we called them again demanding an explanation and speaking with their manager. Spent 50 minutes with the customer service, and all we got was “the manager is not available and will call you back”; “we are working on this and will call you back in 24 hours”. Of course no response at all! Our problem may not be comparable to others' negative experience with BE, since it’s just $100 anyway. But our experience again showed that the company does not really care about the customers after they got your money, consistent with other’s reviews! Their sales team might be okay but their customer service team is just really good at and comfortable with LYING in your face! Please think twice before you purchase from them.

After not receiving the product I canceled the order to start over. Giving Brilliant Earth the benefit of the doubt I chose to order another ring of greater value. I paid to have it overnighted with FedEx. Again, I called to confirm shipment. Again, was assured it was at FedEx and will be arriving the next day. Again, no product. What is even worse is both times not one person contacted me from Brilliant Earth to tell me it had not shipped. I waited and finally contacted them. Of course, nobody had any answers! Nobody knew why it had not shipped. Nobody took accountability for not contacting me. No emails. No phone calls. Just Ghosted.

Original Review: Nov. 5, 2020

We ordered my husband's band online using the ring size. The ring delivered was the wrong size (not what we ordered), however since it was so close to our ceremony, we used the ring for the ceremony and then took it in to the BE showroom to get it sized by BE. When we received the ring after the resizing at BE it was still wrong, so we sent it in to be resized it again (2nd time). The ring that was sent back to us was NOT THE SAME RING. The ring we ordered was the 18K White Gold 6mm Mojave Wedding. The ring we have now in our posession is the 18K White Gold 6mm Matte Mojave Wedding, which is not what we ordered or what my husband wants (the finish gets scratched easily)... also upset that the ring we have is not the same ring we used in our ceremony for symbolic reasons.

On top of that, he's only worn the ring for 1 month and the ring BROKE!! Literally just snapped randomly. He's a student so he studies all day, takes it off for showers, there is no way this is from normal wear and tear after 1 month. I've discussed this with BE customer service but they refuse to believe that it's possible they sent the wrong ring back to us, even though I've sent photos to prove what ring we had at our ceremony vs. the ring we have now. All we want is our original ring back, or at least a replacement to get what we ordered.

Original Review: Sept. 16, 2020

I cannot express my disappointment enough. I am actually very sad to have to write this review, as I believe my overall ring is beautiful, and BE has a great inventory. However, their customer service and policies are awful. My fiance received my ring on August 19th, so our 30 day returns would end on September 16th. This was confirmed to us by the customer service agent we spoke to several times. With that being said, there is some windowing issues with my stone, which is why we wanted to return in the first place. At this time, we were very pleased with Brilliant Earth, so we simply wanted to exchange the diamond for a new one. We emailed customer service, and were emailed back by one of their jewelry consultants. This is when the experience starts trending down.

First of all, she told us that the dead spot I was seeing was due to inclusions, even though my ring is VS1 and I can very clearly see that the issue is with the cut. Second, I asked for pictures of other diamonds, and the consultant told us this would take a few days, but she would be happy to request them. Great. This would have been fine, however, after waiting 3 days, I was sent a screenshot straight from their website. Why did it take 3 days to send a picture I already had access to? Not to mention, this was 3 days that were wasted in our "30" day countdown. I say "30" in quotations, because you simply do not have 30 days at all.

As stated earlier, I was told the last day to return my ring was the 16th, and have proof via email. I called yesterday, the 15th, to start the return process, as we had NO luck being helped to find a diamond to exchange, and we were absolutely blindsided. Their customer service told us that we actually only had until the 9th to START the return process, because they need the ring in their possession by the 16th, so there was actually nothing we can do.

This especially makes me angry because we were in contact with our consultant on the 9th and NOTHING was mentioned about that being our last day to return, and at this time, she was still emailing us about diamonds in their inventory and waiting for photos we requested to be sent. Why would you still be helping us find a diamond to exchange if it was too late at this point? Why not give us a heads up that the pictures she requests will not be sent in time for us to exchange, so maybe we should just return?

Back to the phone call, I was told that the "possession" rule was explicitly stated in their policy, but it simply is not, and I do not appreciate being made to feel stupid. "If for any reason you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund." At any other company, returning within 30 days means you can start the return process on the 30th day. Furthermore, if it was stated ANYWHERE that the ring had to be in their possession by the 16th, we would have returned it weeks ago, but me and my fiance are both in college. I am in pharmacy school, so I trusted that I would not have to take time out of my busy week to return the ring, and could do so when it was convenient to me. Sadly, this was not the case, and now I am stuck with a ring that I am not 100% pleased with from a company I will never trust again.

Here's where it gets very interesting. It was a Monday -- my 30-day return window expires the following Sunday. The customer support individual says they can get me a return label processed but it may take up to 24-48 hours for me to get the return label. Then, as soon as I get the label, I can ship the ring back to them. If it arrives after Sunday (despite being shipped with their label back to them within my 30 day return window), they cannot guarantee to process the return. They did say they would have to get manager approval to approve the return if that is the case, but are you really serious??

First of all, if it takes you 24-48 hours to get me a return label, that is not my problem and should not eat away and penalize me in terms of my return window. Secondly, if I mail it and the postal service takes longer to deliver it and it isn't there on Sunday due to no fault of my own, that's apparently MY fault and will potentially cost me the return?

Why can't they just guarantee the return window if I mail it off within my 30 day window back to them? Why is that so hard? Either way, this rubbed us the complete wrong way so instead of trying to do an exchange, we just told them to process a full refund. I got my money back after about 3 weeks, thank God. I would stay away from them. Buy from a mom and pop store instead, it isn't worth the headache.

It was there an hour ago. We contacted Brilliant Earth regarding the prong issue... again, and missing stone now and we were told too bad, it's our problem and we had to pay full price for a new stone. BUT not only that, we have to PAY $50 per prong to have them repaired. WHAT?! Your craftsmanship is the worst I have ever seen in jewelry and you want to charge the customer to repair your defective product? Unreal! I sit at a desk on a computer 10+ hours a day. I do not build houses, I do not repair vehicles or work with my hands or use abrasive materials in any way. I literally type.. all day.

My husband feels terrible that he purchased my ring here. We have had so many problems with quality and customer service rudeness and he feels like it's his fault for picking this jeweler. I told him I will cherish this ring forever because he picked it out, regardless of the terrible company that created it. So we have decided to take my ring to a more reputable local jeweler that backs their craftsmanship and treats customers with respect. This will void the "warranty" but what warranty? Their warranty is garbage and covers NOTHING. They sell low quality jewelry at an inflated price and give you the middle finger when you have problems with it.

This other jeweler will replace the stone, have the prongs either reinforced or a whole new basket installed that's of good quality. 2 major strikes against Brilliant Earth with us in 2 years. We are done. Brilliant Earth will never receive another dime from us, not even to repair their defective jewelry that I will spend the rest of my life wearing.

I was told that I could upgrade to a lab diamond as long as it was 50% more than the original natural diamond. Fantastic. Well now they're rescinding that and saying they can't do that EVEN THOUGH I HAVE THE EMAIL FROM THEM STATING THAT I CAN . I'm completely blown away they won't honor what they themselves said they could do and that I have in writing. I'm being told that now I have to pay a several hundred dollar restocking fee if I want to upgrade. Like other reviewers have said, once you purchase the ring and they have the control, they do not care about their customers at all.

They ended up refusing to repair my ring because they felt "attacked" by my HONEST reviews. They consistently wanted us to sign an NDA and when we refused and told them to repair with our insurance, they refused to repair our ring... The only way they would repair our ring was if we took down all of our reviews and signed the NDA... So basically, they make cheap rings, have the worst customer service, and refuse services for people who post honest reviews about their experience towards multiple platforms.

They have so many people that are unhappy that they have to hire an escalation manager to try to "solve" the problems. He doesn't solve anything... He just apologizes and does not relay to the repair or marketing team that the customer is rightfully distressed and unhappy with this entire process...and when the customer finally backs down and says "fine use our insurance and fix the ring, we will continue to leave our reviews".... They decide that the best option is to REFUSE SERVICES TO FIX THE RING....unless we sign an NDA.... What they don't realize is when you've put someone through distress for 3 months and then ultimately tell the customer that they're refusing services because they felt "attacked" when REALLY it seems that ultimately they just want us to sign the NDA...that's sketchy.

I wish I could share the commission with her, but when I was in store, I still wasn’t ready to make the purchase. After some more local browsing and pondering I ended up finalizing my purchase on their website. My delivery came quicker than expected and I’m very happy with the overall experience and selection offered by their location. You have gained a lifetime customer!

I finally decided to do some research alone to try and find a reputable jeweler to entrust with such an important piece. Also, I should mention the stone was a specific shape and texture. The help I received at Brilliant was above and beyond anything I could imagine. The staff were attentive and patient in helping me select the proper replacement piece and also in assuring me that my necklace was in the proper hands and would be handled with the utmost care. I received it back within their advised delays and the work they did was nothing short of amazing. I’m thrilled with the work and service they provided. They exceeded my expectations and I would highly recommend them.

Finally get tracking for my Saturday delivery, of course they sent it to my office when I explicitly gave them my home address for the shipment. I guess me and my fiancé will spend our Saturday driving 22 miles from our house to pick it up at a Fedex hub. I finally have my ring (even though it’s a little too big now, a true 8)! Whatever I don’t care, I LOVE it. 6 days later I am doing laundry and hit it, stone becomes totally loose. I’m devastated. I take it into my local jeweler, and they say, "We’re not surprised, these prongs are so thin they look like this ring is 10-15 years old." This setting was not built to last or house that diamond. BE refuses any refund (only asking for the $690 for the setting) until they get the whole ring back. Given the length of the previous process and lack of workmanship we will not be sending anything back and we will be moving forward empty handed (pun intended). God I hope this diamond is at least real.

HE SAID IT IS NOT FOR EVERYDAY USE OR EVER!! And, I followed all of the rules... I did not wear it in the shower/doing dishes/at the gym/sleeping and I can’t even wear it work since I provide patient care!! The design is FLAWED and it would cost us another $2500 CAD to fix it. I was absolutely devastated so I called Brilliant Earth for a full refund but they won’t do anything since it is outside the 30 day warrantee from the time of purchase so I am SOL...

Similarly, my fiancé also had trouble with Brilliant Earth from the beginning since the RING CAME LATE (delaying his proposal to me) and the appraisal/diamond certificate did not come until 2 months later after he called Brilliant Earth SIX TIMES to get it! This caused a delay in getting insurance... Furthermore, the free diamond earrings came with ONE MISSING DIAMOND because quality is the CLEARLY the LAST priority of Brilliant Earth!

Lastly, I went to post a review on Brilliant’s Earth website and YOU CAN’T! Thus, they obviously only post positive reviews on their website AND PAY for the positive reviews so it’s BIASED! Do not make the same mistake we did by buying any jewelry from Brilliant Earth or you will be sorry! DISSATISFACTION IS THEIR ONLY GUARANTEE.

Original Review: Feb. 8, 2020

This has been the most stressful and upsetting purchase we have ever made... and it was for my engagement ring! I’ve actually put off writing this review for months in the hope that this could be resolved quietly, without any negative public reviews. But people deserve to know what they are getting. I’d dreamt of a Brilliant Earth ring for months, and had to talk my now fiancé into it, as he wasn’t sure on the whole online-purchase thing. God, I should have listened to him.

After THREE WEEKS of use, the center stone on my Primrose Ring FELL OUT of its setting. This was returned, eventually inspected, deemed faulty and replaced. Once I finally had my (new) ring back, it lasted a whole three months before the center stone became loose in the new setting. Thank goodness we noticed before this one fell out!!

We returned the ring AGAIN, and Brilliant Earth have deemed it MY fault that their settings don’t last more than three months! I have another diamond ring by another jeweller which I have worn daily for five years without issue, and every other woman I know wears their engagement ring daily without problems. According to a Brilliant Earth representative who was ‘helping’ us with our issue, their rings ‘aren’t meant to be worn out and about’...well, where on earth are you meant to wear them then???

Brilliant Earth are now in possession of the ring, refusing to refund us, refusing to replace with a sturdier design, and will only replace it at a cost of three thousand dollars TO US!!! I was sucked in by Brilliant Earth’s marketing about ‘ethics’... well, they couldn’t care less about treating their customers ethically, let me tell you! I’m in tears writing this because what was meant to be one of the happiest purchases of our life has turned into an utter nightmare. We are now stranded... since August I’ve spent more time withOUT my ring than with it. I can’t possibly trust a new ring from them even if they did replace it, and without a refund for their extremely faulty product. I’m without an engagement ring and we are at a loss of thousands of dollars! Avoid at all costs!!

Original Review: Feb. 3, 2020

The Rhodium plating on our white-gold engagement ring wore off in 6 weeks, and it's yellow gold now. The ring was worn carefully, never exposed to abrasion or solvents, and taken off for things like washing dishes. Despite being told by Brilliant Earth that the plating would lasts YEARS, they say the plating failing in 6 weeks is not covered by warranty. The worst part is it took 3 weeks from the time we put the ring in the mail to the time Brilliant Earth contacted us with an answer/offer. They did offer a one-time free replating of the ring, but what is the point if it just wears off in 6 weeks again? The ring would spend more time in the mail than on my fiance's hand.

We asked to have the diamond reset into a Platinum band and we offered to pay the difference in price between the band we have and the new platinum band. Brilliant Earth refused, they said we cannot return the band and we'd have to buy the new platinum band out-right for $2,000. In summary: I'm feeling misled, cheated even, by how long the white gold band lasts and Brilliant Earth's 'solution' is for me to pay them another $2,000.

They told me that they were going to remove that second charge since I indeed did what they wanted. My question is, can't they verify security by matching the address of the card used with the owner's address? I mean, why would a thief request a shipment to the true owner's house? I just don't like them messing with my accounts. Also, my wife's earrings were late bc their 1st initial email went to my spam box.

I never saw my ring again after I dropped it off to be resized and I never received a refund from Brilliant Earth since I refused to sign the NDA. I highly recommend you save yourself the heartache, frustration, time and money, and take your business to a local jeweler who takes pride in their product and genuinely cares about ensuring a positive customer experience.

Ordered an engagement ring via their site a month before I was set to propose. No problem, their estimates said about two weeks for the ring to be completed and sent to me, plenty of time. The day before my ring was set to arrive, their customer service gives me a phone call at 7:30PM to tell me the diamond was delayed and it would take a couple of extra days. Slightly annoyed, but still no problem as we were two weeks out at this point. They swear to me that I would have my ring in hand within a week.

Come to a week later, once again THE DAY BEFORE THE RING IS TO ARRIVE, they call me at 7:45PM to tell me they were sorry, but it is still delayed. They call me at 7:45PM, AT NIGHT! So that way at this point I have no recourse but to try and work with them since I was set to propose in a week. Beyond infuriated at this point, they tell me 100% THEY WOULD GUARANTEE I would receive the ring in a week, the next Friday. I had plans to propose on Saturday, so nervously I accepted their offer. I must have asked 10 separate times on the call, "100% I will receive the ring by this Friday correct?" And they swore UP AND DOWN yes I would receive the ring on time.

Thursday rolls around and I'm given a tracking number that shows overnight delivery. Let out a sigh, finally this nightmare will be over. Little did I know how much of a ** this company truly was. I am not joking. 7:50pm Thursday night, the day before I'm set to receive the ring, set to propose that Saturday, they give me a call...."Um...I'm sorry to inform you sir, but your ring is still not ready." No I thought, no it can't be, they provided me a tracking number! I check the tracking number, and no movement on the package besides the label being created. Apparently they created a bunk tracking number so I wouldn't freak out.

Well you can imagine the expletives that I unloaded on the CS agent. Escalated to a supervisor, supervisor was rude and unwilling to rectify the situation. They offered me a ring they had on hand that was a solid 500 dollars WORSE than the diamond I had ordered and they were acting like they were doing me a favor. At this point I'm screwed, I was leaving for a cruise Saturday morning where I was going to propose so I couldn't cancel the order and buy local. They strung me along just long enough that I had no choice and couldn't cancel the order.

Long story short, they overnighted me a "placeholder" ring that was not a real diamond, that I used to propose. It was honestly a joke that I had to tell my fiance hey will you marry me, show her the ring then ask her to take it off because it wasn't real. Worst part, they wouldn't send me the real ring until I sent back their bogus placeholder ring. So when we got back from the cruise I sent back the placeholder and finally received the real ring TWO WEEKS LATER.

I tell everyone I meet not to use Brilliant Earth. Planning the engagement is stressful enough, then having to deal with lying and incompetence almost put me over the edge. Three times they blatantly lied to me, to retain my business telling me I would have the ring within a couple days. If they were just honest with me from the start I would've had plenty of time to cancel my order and buy something local.

If anyone thinks I'm lying or exaggerating I have all of the email correspondence to corroborate my story and timeline. And the WORST part about all of this? The only thing they were willing to do, to try and make up for their colossus ** was to send me a pair of their "diamond earrings". I'm not exaggerating, the diamonds were the size of a speck of sand. My fiance literally could not even wear them because they were so small they slipped out of her piercing holes. We brought them to a jeweler since we had no use for them, and the jeweler said he wouldn't sell those for more than 50 bucks.

So thank you Brilliant Earth, I spend 6k on an engagement ring and you send me 50 dollar earrings as compensation for your massive screw up. I give brilliant earth a mega F - and will never deal with this terrible company again. If they made ANY effort to try and make the situation better I wouldn't be so scorned. But I tell everyone I know not to deal with this terrible company, there are much better and cheaper options out there!!