Brilliant Earth

Never EVER buy from this business. I got my dream engagement ring here. It was beautiful, but too big. We sent it in for free resizing and they resized it to the wrong size. Then, they refused to resize it for free due to “using our free resizing.” Since the size was close to the size needed, I kept the incorrectly sized ring. We sent my engagement ring in for rhodium plating and it arrived back damaged, with much of the detail on the ring polished off. Brilliant Earth refused to take responsibility for the damage on the ring. We had also bought a wedding band here as well, that was MADE to fit exactly with my engagement ring and found that though we matched it to the wedding band, the rings were different sizes and didn’t match up. Fed up, I sent my rings in for an appraisal to be resized and repaired with explicit instructions not to begin work without contacting us for approval. After weeks of phone calls with no answer, I finally got through over phone and they told me repairs to the rings would cost $1000 after melting down my ring for “metal credit” (the ring itself only cost $1100, so metal credit was completely a scam) and ring insurance would not cover it. They also told me there was only one ring listed in the order when we sent in two. At this point I asked them to send the rings back to the store unfixed so that I can pick them up. They were unable to provide a confirmation that the rings will be returned or a tracking number. I’m completely horrified and disgusted by the lack of clarity and by how clear it is that this company is completely disreputable and dishonest. After dealing with this experience for over a year and a half of going back and forth with Brilliant Earth, we gave up and went to a local jeweler, which we should have done in the first place. They quoted us $150 for all work that needed done and did so with much better quality than Brilliant Earth. At this point I am saddened to say that the stress and frustration of this experience has completely overshadowed my love of my ring. Completely horrified. This experience has made it clear that Brilliant Earth will do everything they can to steal your money, and they are only worth your attention when it comes time to pursue legal action.

I have never been more disappointed in a company. You spend thousands of dollars on ring and have to pay more to have it resized within 30 days of getting it. The company doesn’t resize it properly and expects you to pay more for a second resize. They can’t guarantee it will be back in time for your wedding at the end of December but won’t get you a refund for the first resize until you send it off to have a product specialist look at it but again can’t guarantee it will be back in time. If you call customer service, who is not in the US and doesn’t speak English, they tell you that they are so backed up with “escalation events” they someone will call you back in 24 hours. Ridiculous. So disappointed in the company and customer care.

I went to go get my diamond swapped in my engagement ring (cushion cut diamond was in there but I wanted a more rounded cushion cut, so I had them put the old cushion cut into a pendant). I was told that my old setting could probably hold the new diamond since the measurements were so similar. Then today I get a bill for $832 because they decided to swap my setting for the exact same setting and credit me 50% for my old one. I would have never agreed to this since I could have just bought a new ring to begin with if I wanted 100% new materials. Customer service was useless and just told me that the showroom people were wrong and that they can't use old settings for "upgrades". This setting change was never ordered by me or communicated with me and they refuse to do anything about it.

If you’re considering a ring from Brilliant Earth, I strongly advise against it. While the initial selection and purchasing process is pleasant, their repair service is deeply flawed, marked by delays, poor communication, and what feels like unethical behavior. On July 27, 2024, a small diamond fell out of my wedding band during a trip. I took my rings to the Brilliant Earth showroom in Atlanta on July 29 for repairs. Since my rings were soldered together, I went without them for over a month. I ultimately decided to have the solder undone, which was a good choice. My rings were returned to the showroom on August 23, but I had already flown out of the country that morning, a fact I communicated to the repair rep. Unfortunately, no effort was made to expedite their return. When my husband picked me up from the airport on August 27, I was thrilled to finally have my rings back, only for the center stone of my engagement ring to fall out on August 31. I promptly emailed my repair rep with a picture, but received no response by September 3. I called the showroom, and they escalated my case to Caroline Pepple, the Customer Experience Assistant Manager, who had previously assisted us. I had high hopes, but was consistently let down. On September 8, Caroline informed me my engagement ring would be delivered on September 13. When I heard nothing that day, I emailed her. After following up again, I learned it was held for additional quality control and would now arrive on September 17. On September 15, I finally received a response from Caroline, who noted she was out of the office on Fridays and Saturdays. While I value work-life balance, I expected better communication from someone in her role. Especially given all of the issues I had been experiencing up to this point. The least she could’ve done was connect me with another team member who would’ve been working those days to ensure I was still receiving proper service and care. On September 17, I followed up again about the delivery. Caroline reported a FedEx delay, promising to keep me updated. She later informed me that my ring would arrive on September 18 but could not provide a tracking number. It eventually did arrive, but I was concerned about the lack of information throughout. On September 22, I noticed that the mark of purity was missing from my ring. Alarmed, I took it to a local jeweler, who tested it and confirmed that my engagement band is now 18k gold, even though I ordered it in 14k. I returned to the Atlanta showroom, but they only offered to send it off for further inspection, but how am I to continue to trust their process of repairs given all of the above? 1. Why is my ring now 18k instead of 14k? It raises concerns about Brilliant Earth’s repair practices. 2. Why am I having to initiate all follow-ups? 3. Why are we paying so much for such poor service? I cannot recommend Brilliant Earth based on my experience.

My ring is an 18K white gold Adrian setting with a 1.5 carat lab diamond. I am extremely disappointed with my ring, customer service at Brilliant Earth, and the whole experience overall. I have only had the ring 1.5 years and had to have it re plated 2 times and sending it again for a 3rd service. I don't even wear it daily! Thankful for the protection plan we paid over $700 for. I would never buy anything from this place again. If a - star rating was an option, that's what they would get from me.

This business will lie and ghost you. 1. promised discount to returning customer was not granted 2. We waited 1 month for showroom appointment in New York City. They still didn’t have any of the rings we picked on a website for this appointment. 3. The sizes they offer on website are not accurate. We picked 4.25 in showroom, the website has only 4.5. 4. We were promised our rings before the wedding. Over a month past they still didn’t send a tracking number. 5. We were offered to loan the rings from their showroom. Upon arrival we waited extra hour, staff member didn’t seem to know the reason of my visit. After all they had no rings that would look even close to what we picked. They had only 1 size of each ring: for her it was twice bigger, for him it was small. We had to decline the offer because they didn’t look like wedding bands at all (more like rings to determine the finger size) and mainly because they didn’t fit us. When I sent them an email they ignored me. I sent them another email AND THEY OFFERED US TO COME TO THE SHOWROOM AGAIN AT DAY OF OUR WEDDING. I still can’t understand why the rings weren’t ready for scheduled loan-appointment. Wedding day is stressful enough to try our chances with Brilliant Earth 6. Their custom relations manager Sara promised the rings to be delivered sep.19. No tracking info was provided. A MONTH PAST AFTER OUR ORDER IT WASNT EVEN SHIPPED. No tracking info, their reps on a phone are always lying and completely ghosting you by email Save yourself time, shop somewhere else

I am incredibly disappointed with the quality of the engagement ring my husband purchased from Brilliant Earth. About seven months after we got engaged, the band developed a strange purple tinge. When we reached out to customer service, they initially blamed me, claiming I must have damaged the ring while blow-drying my hair—a ridiculous assertion as I take it off when doing just about anything. I've worn gold jewelry my entire life without any issues, including a ring I’ve had since I was five years old that now fits my pinky. Eventually, they agreed to fix the band, but now, not long after getting it back, the band has *snapped in half* at the back. I am meticulous with my jewelry—I don’t wear my rings when showering, washing my hands, doing my hair and makeup, working out, cleaning, at the beach, in the pool, washing my face, and even going to sleep. Yet this ring, which holds such sentimental value, has been nothing but a disappointment. For a company that claims to offer high-quality, ethical jewelry, the quality has been severely lacking. I would not recommend brilliant earth, and I will never be purchasing from them again.

My experience with Brooke Calderwood of Brilliant Earth was absolutely exceptional. From start to finish, Brooke was patient, helpful, extremely accommodating in answering my questions and offered advice and reassurance during the entire ring ordering process. My fiancé and I couldn't be happier with how the engagement ring turned out. Thank you, Brooke, for an amazingly simple and stressless experience, you’re a credit to the company.

I can't say enough great things about Brilliant Earth! My fiancée and I ordered my custom wedding ring a bit later than we should have, and we were worried it wouldn’t arrive in time. Enter Lauren, our amazing sales associate. She went above and beyond, keeping us informed every step of the way and doing everything she could to expedite the process. Thanks to her efforts, I received the ring earlier than expected, just in time for our wedding. Brilliant Earth was incredibly communicative and truly came through for us on our special day. And the ring itself is beautiful. Highly recommend!

I bought a white gold engagement ring from brilliant earth and despite my wife taking it off to clean, cook, shower, etc it turned completely gold within about 6 months of wearing it. Asked brilliant earth if they would fix it and they wanted almost $200 to replate a brand new ring. Since we wanted it looking nice for the wedding, I sent it in and paid the money, only to have them call me once they got it and tell me they would need more money. I argued and luckily won the argument and the lady on the other end said they would get it fixed. Only to have another customer service rep call me before I even ended this call to tell me to send more money. Would not reccomend. Poor quality. Scammy company

I used Brilliant Earth for both my engagement and wedding bands. I love the website and how easy it was to create my engagement ring. For my wedding bands I did a custom set and they were very communicative and it was pretty easy. I love all of the options they have for gemstone rings - a lot of jewelers don’t have that.

Avoid this company. I convinced myself that despite poor reviews BE could be a good place to get an engagement ring. I cannot believe how horrible their people are - in their store and their customer service. The store staff are incredibly ignorant of their own company's processes and utterly unhelpful. My fiancee left a resizing appointment in tears because of the horrible experience. She now doubts my judgment because of my choice of BE. I could not have made a worse choice for so important a purchase. Save your relationship - DO NOT WORK WITH BRILLIANT EARTH.

We used Brilliant Earth for my husband's wedding band, and we had a very positive experience both online and in-person. The turn-around time for shopping online was perfect, and when we needed the ring resized a half size smaller, the employees at the Seattle U-District were very kind and helpful. Would recommend for men's ring bands and for the wonderful customer service.

Their jewelry design and quality is absolutely horrendous, and their customer service is despicable. You will have jewelry that falls apart in a matter of weeks and be unable to get your money back. DO NOT BUY FROM BRILLIANT EARTH!

Disappointing Experience As an avid supporter of unique, ethically sourced jewelry, I was initially drawn to Brilliant Earth Jewelry. The concept of being able to design a personalized ring with my fiancé was incredibly appealing, and our experience in crafting the ring was nothing short of delightful. The collaborative process allowed us to create a piece that truly captured our love and commitment, and for that, I am immensely grateful. However, my enthusiasm for Brilliant Earth quickly waned when it came to the actual quality and durability of the ring. Within a remarkably short span of time – barely six months since its purchase in December – the ring required not one, but two repairs. This alone raised significant concerns about the craftsmanship and materials used. The first repair was prompted by an unexpected bend in the center stone, despite my utmost care in handling the ring. After sending it in for repairs, I endured a frustrating wait of five weeks before receiving it back, only to discover that shortly thereafter, a side stone became noticeably loose. This, understandably, left me utterly devastated. Brilliant Earth's promise of expedited service to rectify their oversight offered a glimmer of hope. However, this hope quickly diminished as their communication and execution fell short of expectations. Despite assurances that the ring would be ready for my engagement party on June 1st, the lack of updates and clarity led to mounting frustration. Repeated attempts to obtain information yielded vague responses, leaving me scrambling to adjust my plans as the promised delivery date continued to shift. Ultimately, the ring did not arrive until June 3rd, causing undue stress and disappointment during what should have been a joyous occasion. Had I been kept informed and managed with honesty and transparency, I could have made alternative arrangements. Unfortunately, Brilliant Earth's failure to deliver on their promises only served to exacerbate an already disheartening experience. Regrettably, despite my initial optimism, I cannot in good conscience recommend Brilliant Earth Jewelry to others. The combination of subpar customer service and questionable ring quality has left me with little confidence in their ability to deliver a satisfactory product. While it pains me to say it, my fiancé and I will likely be seeking our wedding bands elsewhere. In conclusion, while Brilliant Earth may excel in concept, their execution falls woefully short. For those seeking a seamless and reliable experience, I would advise looking elsewhere for their jewelry needs.

Be smarter than I was. Do NOT purchase such an important item from this sham of a company. Nothing but problems and secrecy. I got my ring in 2022. Fast forward to 2023, my diamond started to wiggle in the setting. Mind you, I work from home in an office capacity. I scheduled a repair appointment, which ended up riddled with issues. They don't seem to comprehend that once the purchaser gives the ring to their significant other that the purchaser probably won't be the person they'll be communicating with anymore. They don't have jewelers on site (HUGE RED FLAG) and ship your item to New Jersey for repair. Mine was sent, and when I confirmed it was back at the Cherry Creek location, I went to pick it up. Shockingly, it wasn't there. Upon speaking with the manager when I got there, I was informed that my ring came back to them in worse condition than when it was dropped off, so they sent it back to NJ without telling me. It was then "repaired" again, and sent back to me. During this time, I requested proof of repairs, which they refuse to provide to me. I also asked for proof that my ring was even shipped out, which they also refuse to provide to me. I received my "repaired" ring back in early Dec 2023. It is now March 2024. The attached picture is my ring today. I have emailed them repeatedly requesting reimbursement of my band since I now must have it re-set as I cannot trust the integrity of my ring and do not plan to lose my diamond because of horrible craftsmanship. Nothing but heartache from Brilliant Earth and certainly not worth the amount we paid. The "customer service" along the way from a woman named Elisa has been the worst I've ever experienced. I hope this company realizes the emotional impact they make on their customers.

No end of issues. One of the most important purchases you'll make in your life and they could care less. Ring has lost 11 accent diamonds over the years and customer service is terrible. Have sent it back for repairs twice specifically telling them that the prongs need to be fortified and after both repairs we lost diamonds again after just a few weeks. My wife is very careful with it and almost never wears it now because of all the issues. Customer service is manipulative and tries to strong arm you into cancelling your reviews on the promise of helping but then don't follow through.

We purchased the ring April 2022. I have returned the ring twice since then! The diamond ring is 3.16 carat and very expensive. The prong is too pointy that it keeps getting stuck in clothing causing the prong to lift and make the center diamond loose and unsecured. It causes more stress. fear and hassle more than anything else. The process takes time and is more the repair shop more than my finger! I have CLEARLY stated that The PRONG IS A MAJOR PROBLEM! Yet after sending it twice its still the same crappy work! 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!

DO NOT PURCHASE FROM BRILLIANT EARTH. FAULTY WORK!! MY DIAMOND IS LOST :( if I could give negative stars, I would. it was my 20-year wedding anniversary. we could have gone anywhere for my upgrade.. but stupidly, we chose brilliant earth. I chose a beautiful, near flawless, 2ct diamond. Diamond alone was 20k. and not even 6months MY DIAMOND FELL OUT!!!I i have no idea when or where..omg. I retracted my footsteps all day... gutted is how I feel. I am literally depressed! I had my older diamond ring for over 20 years and no issues, and not even 6 months of wearing my ring from brilliant earth-- I lost my diamond!! like wtf!! I called the company and they can not do anything for me. I suggested having them look at THEIR prong workmanship, and they said it's out of their warranty period and could not do anything for me. ARE YOU FREAKING KIDDING!!! I'm literally sick to my stomach!! 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!!! IT'S NOT EVEN BEEN A YEAR, LET ALONE 6 MONTHS!!!!! gutted. pissed. angry. heartbroken. and so disappointed!! there are so many jewelers, STAY AWAY FROM THIS CRAP SHOW OF A JEWELER!!

I would give 0 stars if I could. Very low-quality products. I've had $10 costume jewelry last longer than Brilliant Earth's junk. The coating on my husband's white gold wedding band started scratching off after 4 days and showing the yellow underneath. They refused to refund me because it was more than 30 days since the purchase. My wedding was postponed because my mother had a stroke and in the ICU the week we were supposed to get married. The ring was stored in the box. I explained this to them, and they were not compassionate or understanding at all. My husband and I went to the flatiron location in NYC. I asked if we could exchange the ring for platinum instead because we don't want to deal with the coating issues on the white gold. This seems to be a common issue with BE rings based on other people's complaints. We picked out a platinum ring that was $200 less, and they refused to refund or store credit me the difference. They said the only other option was to return the ring and they will give me a 50% refund. Like they wanted to keep $1150 of my money, and leave us with no ring. I've never heard of anything so absurd in my life. A few days later, we returned the defective ring to the flatiron NYC location. I called my credit card company to initiate a chargeback for being sold a defective product. I had to threaten to go to the BBB, the Attorney General's office, and my lawyer for them to finally give me a full refund. Then they wanted me to sign an NDA that I wouldn't post about their terrible quality jewelry and disgusting attempt to take my money. They didn't allow me to have my attorney review the NDA before signing. That seemed very odd. They backed down on having me sign it and issued my refund. This was a whole headache and a lot of stress for no reason. You should have just had some humanity and common sense, gladly done the exchange, refunded me the $200 and had a nice day. Instead, they made everything so stressful and humiliating. This company does not live up to their own values of having ethics, integrity, selling quality luxury products or valuing its customers. It's also funny how on Brilliant Earth's SEC 10-K filing, their summary risk factors report says: "If we fail to cost-effectively turn existing customers into repeat customers... our business, financial condition and results of operations will be harmed." Well, they're going to have a really hard time getting repeat business when they sell jewelry that doesn't even last 4 days, then treat customers like dirt and try to rip them off for $1150. It's not surprising that 2 Ivy League grads with ZERO experience running a business, manufacturing fine jewelry or luxury retailing are at the helm of this company. I think one is an electrical engineer and the other was some investment banker in Israel. Totally incompetent management, and completely out of touch with industry norms. Shocking that they've been in business for almost two decades and they still haven't figured out their quality assurance problems, and that good customer service costs less than bad customer service.

I love my ring but I have lost a total of 7 accent stones already! Brilliant Earth management was great for taking responsibility and they are now remaking my ring claiming this shouldn't happen. They have been understanding and care about making my experience better.

do NOT buy a ring here. if you love your ring and don't expect any problems then sure pay the overpriced fee. my ring came poorly made, they said they would fix it. they sent it back to me still misshapen and 2 weeks LATER than when they were supposed to. i didn't trust them after that and wanted a refund to buy a ring somewhere else and they told me it was past 30 days from my original purchase date so they couldn't. even tho i only took that long bc 1. to get it fixed 2. waited an extra two weeks for the repair which they apologized for and sent a free gift. the call rep submitted a case with a manager to allow a refund and they rejected it. i ask to talk with the manager personally and they then said they would refund it 7 days after they receive the ring. it has been almost a month since they receive the ring and i have received no refund. Jillian Jera who was the manager has stopped emailing me and returning my calls. Every time i call a rep they tell me they are expediting my refund and here i am still out 1.5k with no ring (husbands wedding band)

I would give the company ZERO stars if possible, I don’t have any problems with the employees. Me and my finance made an appointment with brilliant earth and saw the rings we liked at the show room, as wedding gift my mom decided to purchase the ring for me she applied for the BE Wells Fargo card and got approved, we ordered the ring and it was confirmed, next day they sent us an email with a link and asked us to upload a photo of ID or passport which we did and they sent us an email saying they received it. 2 days after that we got an email saying they need a school or work email for more verification, my mom is a retired nurse so she's not in school nor working. We called BE and spoke to a representative and explained the situation he said that's not a problem and most likely they won't require anything else since they received a picture of her ID back and front, we offered to upload a photo of her passport or any other proof of verification they need, he said it's not necessary and we should receive an email within 24 hours to let us know the next steps. We got an email the next day saying " that we were unable to accept your form of payment and they would need the payment either through PayPal or to wire them the money" noted that my mom was already approved for the BE credit card and can only be used to purchase from them other than that there was no point in applying for that card. We called back customer service to ask them like what's going on and the representative was like oh I don't know any additional information and we asked if there was someone who we could speak to about this and he was like you can just send an email. So after waisting our time going to the show room and they even charge extra for engraving all other places are free!, and a week of emails back and forth, and getting a credit card that we can't even use except for BE they just waisted our time and gave us a run around about payment methods all for nothing. I have never heard of a company asking someone to pay by bank wire tbh. Went to another jewelry store saw the exact ring I like at the show room and was even better quality and it took 10 minutes to place my order and purchase it. I'm sure people had good experience, and I'm not saying anything bad about the employers the person who helped us in the show room was nice and really helpful, but as a company they are ridiculous.

AVOID. Fiancé and I chose a 1.2c diamond with a platinum setting, thinking we were getting a quality diamond at a good price. Turns out, the quality is questionable based on a local jeweler's assessment, even though GIA confirmed its rating. We had it sent back to BE to confirm the validity of the stone because the inscription was missing, but it turns out it was behind a prong. We had it reset in a different setting, and the ring came back with one of the six prongs completely bowed out. Google Delilah Twist. What you see is not what you'll get - the setting is squished a little flat and not as upright as in the images. So, I'll be taking the ring to my local jeweler with an excellent reputation and spending the money to fix BE's shoddy craftsmanship. Oh, I should mention their customer service is horrible - just call the number and wait for an answer. You'll see. Brilliant Earth is no Tiffany's or Harry Winston, but they sure try to act like it. Their customer service is awful.

I was wrong to trust this 20-year-old company with $11,000 for a lifetime engagement ring and wedding band. Out of the box, the prongs slightly snagged and I assured myself the company would stand by its customers and quality. However, barely a year after receiving this gorgeous engagement ring, an accent diamond FELL OUT! Now what am I supposed to do since Brilliant Earth says that's not grounds for warranty?

This company is not what it once was. I sent my ring in for a simple repair it is a custom ring and they ruined it. It was just supposed to get a prong fixed and cleaning. They added metal dipped it and ruined the etching and the design. Then when we complained they did it 3 more times. Still it isn’t the same I have done nothing but cry and it has been months. Then when my husband asked what we do if all I do is cry when I get my ring back because of what they have done and how they have changed it. We asked that if they can not fix it they use the same materials for a simpler redesign and we were told all we would get is a metal credit. This after they ruined my custom ring. I am so upset and feel violated by what has happened. then they had the nerve to tell me they took great care of my ring. Even after admitting in writing they damaged it. Never even offered the money back they charged for the repair. I am beyond devastated. I am not wealthy and my husband put so much effort into my ring and it meant so much to me. To have it damaged and changed I fear when I get it back because I have seen photos and it still looks wrong all it does is remind me of this experience and I can’t even get any assurances that they will make it right. Just horrible.

I’ve never had a worse experience with a significant purchase in my life. The entire process has been frustrating and disappointing. To summarize, I picked out an engagement ring for my girlfriend on the first week of October, after meeting in person at the Denver retail location with a representative. We had a trip to Asia planned where we would leave on November 25th. I was assured that I was giving much more than enough time to make sure I’d have the ring for the trip. The order was put in on the 6th, and I received the ring on the 17th, but B.E. got the order wrong. I took it back to the Denver store in person the next day, and the associate at the front desk was very apologetic, acknowledged that B.E. made a mistake with the order, and took the ring. She assured me that this would be fixed and I’d have the ring fixed or replaced and sent to me very quickly, likely within the next week. After about a week of not hearing anything, I began calling customer service to try and get a status update. I was given no information except that I would need to schedule a call with the “repair department” before anything was done. I asked to speak to that department, but the soonest they could schedule me to speak with them was November 10th, over 3 weeks after taking the mistaken ring into the retail location and being told this would be handled quickly. I kept calling customer service to get this appointment sooner, seeing as how this wasn’t even a repair. It was just B.E. needing to execute the original order correctly. I was stonewalled by customer service reps again and again and simply had to wait. The call with the “repair department” went about as I expected. They acknowledged that the original order was not executed properly, and that they would send the correct ring out. Again, how this took about a month to confirm is beyond me. I asked them to assure me that the ring would be delivered before my trip on November 25th, and I was told this would be no problem. Guess what, the ring didn’t ship in time. It arrived on December 1st, while we were in Asia. Two days before my trip, I was told I could pick up a “loaner ring” from the Denver store to use for the proposal instead. With no other option, I reluctantly accepted the loaner. I can’t describe how frustrating this whole process was. This added untold amounts of stress and anxiety leading up to our trip and the proposal. Never knowing who at Brilliant Earth I could believe, and if the ring would arrive on time. Again, I’ve never had this awful of an experience purchasing something, let alone a major life purchase such as this. To add insult to injury, I had to add an asterisk to the end of my proposal, embarrassingly telling my fiancee that the ring on her finger was not in fact her actual ring, and then explaining the whole ordeal. This also had to be explained to friends and family when relaying the happy news to everyone. It’s embarrassing, frustrating, and disappointing beyond words. Upon return from our trip, we were finally able to pick up the actual ring. I was never and still have not been offered any kind of refund or recompense for this experience, which is yet another point of frustration. I will let everyone that I know just how awful of an experience this has been, and to take their business elsewhere if they’re jewelry shopping. Please do better.

Both my wedding and engagement rings came from Brilliant Earth. We got the most stunning rose gold rings from here. Great customer service and quality. You can pick out the exact diamond you want.

Worst customer service experience, made me remove my bad google review before sending my engagement ring back to me

I got married at the end of may and wore it until halfway through august. My ring has lost at least ten stones. I take it off when showering and doing any strenuous activity. That’s TWO and a HALF months of wear. Brilliant Earth is garbage and their customer service is even worse. They blamed ME for the stones coming out. So basically they take zero responsibility for the quality of this ring. In fact the woman we spoke to let us know that I shouldn’t even be wearing it while I shop for groceries. Her words, I kid you not. If I wanted a ring I could only wear on special occasions, it wouldn’t be my WEDDING ring. 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.

Terrible craftsmanship. Plus a lack of communication between the showroom staff and the actual manufacturing team. Long delays and several repairs needed for my ring due to defects and errors during resizing, taking nearly 4 months. Do not buy from Brilliant Earth.

Brilliant Earth has made our engagement ring purchase living hell! After months of designing a custom ring, traveling to two different stores, multiple Zoom calls and many rendering revisions, we entrusted in Brilliant Earth to build a quality ring. The process took months and lacked basic communication since every time you call you get a different customer service representative who can’t tell you anything new about the status of the ring. After being lied to about the status and delivery date multiple times, we received the ring, only to realize that a diamond was crooked! After calling and being told “it’s probably just an optical illusion,” we sent the ring back and they agreed it was not set correctly and that it would have to be completely remade. After waiting a few more MONTHS with back and forth phone calls and emails and being told more excuses, we were told that the second ring failed quality inspection and would have to be remade another time. At this point, we asked if it was the design and if we should redesign it and they said there wasn’t an issue with the design. Now, the delivery date has changed three times and every time it is scheduled to ship, we call and they say it’s still being worked on. At this point it has been 8 months since the initial order and payment and 4 months since we sent back the first ring. It is beyond comical at this point and has ruined what should be a fun experience. We can’t even finalize wedding details because who knows when this ring is going to show up after paying over 5k for it. Save yourself and go to a local jeweler!

Buyer Beware - these people made our lives hell 3 weeks before our wedding and made my fiancé cry from the stress. My fiancé went to their showroom in Georgetown and picked out a wedding band which closely matched her engagement ring in height, edge design, and material. She was very excited to have found a product she liked after much searching. What we received did not match what was on the showroom floor, a fact which was obvious to the naked eye and admitted by the staff there. The ring we received did not have a domed edges but rounded ones, and therefore did not match her engagement ring. Brilliant Earth's in-store team reordered the ring believing it to be a mix-up in shipping, but the second ring still did not match the floor model. Their regional customer service team was unable or unwilling to find the actual item as presented. I can only guess that they changed manufacturers for that ring model or changed their inventory without updating the showroom samples. They offered a discount on a future purchase to mollify our complaints, which I declined. Their showroom folks are professional, but whoever is running things above them is hard to reach and doesn't seem to care. I got a full refund promptly, that's about the only good thing I can say about my experience. As a result we were forced to scramble to find another wedding ring at the last minute. Luckily we were successful and found one she loved just as much from IceCarats.

Absolutely do NOT buy from Brilliant Earth. I got engaged 6 months ago and the past 2 months have been a nightmare. When my fiancé originally received the ring in the mail, it just didn’t look the way it did online. The band was much too thin for a 2 carat diamond. Since it was within 30 days of purchasing (LUCKILY he proposed only a few days after receiving the ring in the mail) they did replace the setting for me without any hassle or question. Before choosing a new setting we consulted with what brilliant earth considers a “jewelry specialist” and she helped me pick a setting that would fit my needs. I requested something sturdy and simple. When it came in the mail, I realized this specific ring is designed to have little divots, or scallops, in the side for decoration and I was not aware of that. It looked flimsy but i was happy to have my new ring so I wore it. 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, 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.

Awesome experience. Great selection. Helpful staff. It's great to feel great about something we'll wear every day, including knowing how it's sourced and crafted in a conflict-free way.

If there was a ZERO in this rating, Brilliant Earth would be the top contender for this rating. *****BUYER BEWARE***** DO NOT PURCHASE ANYTHING from Brilliant Earth. My husband purchased a 10 year anniversary ring and within a year of having the ring, the center stone became so loose that I almost lost the stone. I called customer service to be informed that I must pay $150 to "repair" the ring as it must be MY fault for continuous wear. Now one year later....2 years after having the ring, I notice a small chip in the ring and again send it in and a month later receive a phone call that my ring is actually BROKEN so severely that it cannot be repaired. Brilliant Earth agreed that this is HIGHLY UNUSUAL, however they cannot repair, replace ect and that I am out of luck in regards to my ring that we spent THOUSANDS of $$$$ on. This is just unimaginable and unacceptable in every way to be left with NOTHING and for Brilliant Earth to wipe their hands clean NOT STAND BEHIND THEIR PRODUCTS. SPEND YOUR MONEY ELSEWHERE!!!!!!!!

Stay far away from this place. At this point I’ve had my engagement ring for a little over a year and it broke. Luckily I saw it break so I was able to find the diamond. I called and they said it wasn't covered by warranty since it isn't a manufacturer defect, it is due to it being worn everyday. The wedding band was platinum and it breaks due to everyday use after 1 year? That's ridiculous. They told me they would need to submit a case and send me a label to ship it to their inspection team so they can assess and give me the estimate on how much it would cost to fix. The whole process would take 4-6 weeks and I don't have that time since my wedding is in a couple weeks. I really regret getting my ring here and would advise everyone to do your research before making this kind of investment.

My husband and I purchased our engagement ring and wedding bands from Brilliant Earth. We've had excellent customer services experiences with them.

My fiancé purchased a ring from Brilliant Earth, and the center stone became loose due to a bent prong after less than 2 days of wearing it. I had done nothing aggressive with my hands and the setting seemed very cheap and flimsy. They initially promised that the return window didn’t apply because there was something wrong with the ring, but right after that window expired they said I was past the window and could no longer return the ring or change the setting. After this, I was guaranteed that filing for an extension would be successful - it wasn’t. This happened twice. I ultimately decided to pay for resetting the ring. Throughout this process, I had multiple calls with customer service where they failed to call back or promised they were starting a process that hadn’t been started. They need to be called for every single step of the way because they would do nothing otherwise. At one point my fiance called to find out they were “waiting on the payment” before moving forward. Nobody had informed him of this. He paid and then when he called a few days later to follow up was told they were still “waiting on payment” despite them already having been paid. They are disorganized and unhelpful. I wish I had looked at the negative reviews before deciding on Brilliant Earth because hundreds of people have the same issues with them. This whole process has been disappointing and frustrating. I’m still waiting on the ring and an update in the process 1 month later.

My fiance and I visited the DC showroom in August 2021 to shop for my engagement ring. We picked out the band style and were shown a few different examples of diamonds for the ring. I've had my ring for almost 18 months and I've had zero issues with it. I wear it every day (except to shower and bed) and the stones have remained firmly in place. We are planning to buy both our wedding bands from here as well.

If I could leave 0 stars I would. After my fiancé proposed we made an appointment to get it resized. When we got it back I had told him it didn't look like the ring he originally proposed with. He contacted customer service a few times and they got back to him saying we needed to return the ring because they took inventory & we did in fact have the incorrect ring. Mind you, I had the incorrect ring for 6 months!!!! I was bummed because we took engagement pictures with the wrong ring & you could definitely tell the difference between the right & the wrong ring.

If I could give zero stars I would. The customer service is terrible if you order is not received or if you need to make a return. It could take upwards of a year to get any contact from someone. When they say 24-48 hours they mean they will never call you back.

If you’re looking at the Brilliant Earth website, just stop right now and find yourself another jeweler. I was willing to tell myself “no, maybe these poor reviews I’ve seen online are folks who really did break their ring or didn’t fess up to giving the wrong size”. But it’s not. The bad reviews are true (and it would seem based on extensive internet searches that several bad ones are suppressed with threats of not fixing a ring that has broken unless a bad review is removed). I ordered my ring right before Thanksgiving, on 11/23. And since then, it’s gone down hill. They charged me $50 extra for a size 9.75. Then told me 5 days later I had to pay another $50 to get that size. Only to have the ring that arrived on 12/9 NOT be a 9.75 (it was a full size smaller) which was confirmed by the Chicago BE store when I returned it two days later. I was still willing to try to make it work, allowing them to fix the mistake with a resize while also asking to upgrade the center stone. Yes, that is right—I was still willing to give them MORE money. I’ve been on the phone 5 times since 12/11. They said they would help me find a new gemstone. No one called after 5 days, so I found one myself on the website and called them. They offered to put it on hold (even taking the stock number from the website and I watched as it was immediately changed to “out of stock” on the website) but after two promises of someone calling me back soon over 6 days, I called a third time and was told the upgrade was never processed and they sold my gemstone to someone else. They no longer have anything else I want so I’ve asked for a full refund. The same story others report is true—you’ll be told someone will call back in 24-48 hours and it never happens. So now I’ve had to move to dispute the charges with my credit card and the BBB, since I never even received the ring I paid for and my requests for a full refund have been ignored (today they hung up on me after waiting with a rep for 25 minutes to speak to a manager). A time that should have been joyous has been ruined by a company that clearly seems to be struggling behind the scenes and is severely lacking customer service relative to the price point of the product they are selling. Save yourself the headache and shop elsewhere online or in person. My fiancé and I decided to get married and then get our rings, but I would have been horrified if I had been buying a ring for someone as a surprise proposal and had to deal with this level of problems.

BUYERS BEWARE - Bad Quality, Worse Customer Service My fiancé proposed to me with the most beautiful engagement ring from BE, but after having the ring less than one month I had to send it back because one of the accent stones fell out. It took BE almost a full month to get the ring fixed and returned. This was really frustrating considering I was newly engaged and wanting to show my ring off, and was unfortunately just unable to do so. I have been super careful with my ring, yet despite taking it off every time I shower, workout, cook, etc., less than 5 months later I am in the same situation because a SECOND ACCENT STONE FELL OUT. I sent my ring back to BE to be fixed last week, and despite numerous calls and promises, have not heard back from anyone with an update on the status of my ring, nor any information on when I can expect to get it back. The customer service is unacceptable, and after reading reviews from other, BE clearly has an issue with the quality of their rings. Considering you're only engaged for one period of time in your life, don't waste it having to deal with these guys. Go somewhere local instead, and DO NOT BUY FROM BRILLIANT EARTH

Both my engagement ring and wedding band are from Brilliant Earth and I was very happy with their customer service from beginning to end! I know reviews are mixed, but I went to multiple appointments at the Boston showroom and was met with nothing but enthusiasm each time. Each sales associate I met was extremely helpful and patient and took their time to explain pros and cons of certain bands. They also follow up with an e-mail detailing the style of ring you were interested in as well as sizes. My rings were manufactured and delivered promptly. I would absolutely recommend Brilliant Earth, but would certainly recommend visiting a showroom if you are able, as I feel like that’s what made my experience so positive.

Absolutely disappointed by this company. Have sent my engagement Ring in 2 times now to have it resized and prongs straightened. First time nothing was done. 2nd time it was resized however the prongs are still crooked. 6 weeks without my ring and it hasn’t been fixed. Unacceptable

I would strongly hesitate to purchase rings from this vendor. My fiance and I recently got engaged and I purchased the ring through them online. The ring in question cost nearly 10k, was absolutely beautiful, arrived quickly when ordering and for the first two-ish months was no problem. Come today, we've discovered the stone is loose. Likely a bent prong (which how the hell does platinum bend?). The center stone is so loose it can literally rotate in the mount enough you can see it with your naked eye. Contacted support for the warranty. 6-8 weeks to fix. Mind you they delivered it after purchasing in less than 3. Goes to show they're happy to quickly service you when they're taking your money but absolutely do not care once you're a customer and need resolution. So here we stand, 6-8 weeks waiting for a ring to be fixed. Our first Christmas engaged without a ring for any holiday photos or to show family. Spend your money elsewhere. These people aren't worth your time.

My fiancé purchased a beautiful ring from Brilliant Earth. However, just 6 weeks after we got engaged, my center stone came loose. I brought it in for a repair and was told I would have the right repaired and back to me within 2-3 weeks. Brilliant Earth did not reach out to me for 2 weeks and let me know that they hadn’t even started the repair. They said the repair would take another 2-3 weeks, meaning my ring would be gone for a total of 6 weeks. I let the repair person know that I had an event so I would need the ring back within the original timeline that I was told. The repair person had no empathy for my situation and was completely dismissive. I called multiple times and was finally connected to a manager. The manager only moved up the repair timeline by two days. At this point I am starting to think that they lost or damaged my ring and are trying to buy time to make a replacement. Every person I have interacted with at this company has been so shady. The manager who called me over the weekend promised news by Monday, but I have called and been told that she is off today and that no other manager can talk to me to give me updates. This company has absolutely terrible communication and I have no faith in them that I will get my ring back at all.

Buyer beware. I wish I could leave 0 stars. I have been dealing with a nightmare consumer experience since the second week of March of 2022. My ring broke 4x in 8 months and had it repaired 3x. Oh the 4th time I begged for a refund and multiple managers in the Scottsdale showroom helped escalate my case for me to get it refunded. I have received my center stone, but still haven’t received my refund check after a month. Every time I talk to someone at customer service, they give me a different reason why it hasn’t been refunded yet. First excuse was that “I didn’t confirm my shipping address for the check”, but the showroom employee was able to see I responded same day to the email to confirm. I was told it takes 2 weeks to receive a check, although the confirmation e-mail we received multiple times said 4-7 business days. I have been told 3x since last Friday, November 4th 2022 that I would receive a FedEx tracking number to overnight the refund, and nothing. Every time I call customer service they tell me they are doing the best they can. This shouldn’t be that difficult to cut a refund check on a shoddy piece of jewelry. I can’t believe I’m getting married in a couple of months and still don’t have an engagement ring thanks to them. It’s supposed to be such a joyous time, except this company has added a whole new level of stress to a wedding planning process. Buyer beware.

Absolutely dishonest and deceptive, HORRIBLE customer service. You have to use their service for inspection and any service to your rings or it voids the warranty, but they then refuse to return your jewelry. They lie and will promise to ship jewelry back but then don't. I've had to call every day and follow up and they still keep refusing to send my rings back. I waited over 90 minutes for a "Senior Team Member" to get answers on where my rings are and why they won't send them back and they blatantly refused to speak to me. It's been awful. DO NOT BUY YOUR RINGS FROM THEM!

Please don’t buy your rings here!!!! I got my wedding band and engagement ring here. Within a year of having my engagement ring the diamond became loose in the setting and jiggled around. When I reached out to customer service they told me it was my fault and I shouldn’t be wearing it as much (I take it off every time I shower, work out or do dishes) and that yearly maintenance is standard (meaning each year you would have to ship in your ring for 2+ months for “standard maintenance”). Fast forward a year later, I purchase my wedding band from them too and within 4 months of wearing it it has already lost a diamond!! Such poor poor quality. Please don’t order your rings here and get the terrible quality on these extremely expensive rings. Go anywhere else!!

My husband had purchased my engagement ring from Brilliant Earth last year and we had had a great experience when going to get it resized and cleaned, so when it came time to pick out our wedding bands back in January, we knew Brilliant Earth in Denver was the place to go! Anali assisted us during our appointment and, not only helped me find the perfect wedding band to go with my engagement ring, but helped my husband find a wedding band that was comfortable and fit his style. She was friendly, professional, and we knocked our appointment out relatively quickly (which was nice since we had spent our first half of the day shopping for wedding outfits and were already pretty tired)! Our wedding bands were shipped to us a couple weeks later and, when I noticed that the free necklace included with our order was missing, Anali quickly had a replacement shipped to us at no extra cost. I'm so thankful to have found a jeweler who is trustworthy and takes such good care of us! Thank you for everything!

1 is as low as this goes and I HATE to do this because maybe it was a fluke.... but my boyfriend and I visited the showroom near us on 5/28/22 and that was an amazing experience. We were looking at engagement rings. We found one we loved and purchased that day. We went back on 6/20/22 to pick up the ring. Stunning. Exactly what I wanted. He proposed on 7/16/22. on the morning of 8/7/22, I was doing laundry and the basket that holds my stone completely popped off of my band where it was soldered together. I was so upset. I called the company immediately and was asked "When do I wear the jewelry" I was a little shocked at that because it is my engagement ring and I always wear it... I was made to feel like it was my fault that after less than a month of wear I did something to cause this. I informed the person that I only take it off to shower and if we are at a water park or kayaking. Needless to say, we purchased a ring for quite a bit of money and I am forced to wear a silicone ring I got myself on amazon. It makes me feel sick and I now feel like I will constantly worry if I have the whole ring or if it is going to break again. It is sad that this happened because I love everything Brilliant Earth says they stand for.

This was a great place to order my engagement ring and wedding band. It was super easy and convenient. I love that I was able to feel confident about the sourcing of the diamonds. Could not recommend more!

I received the Versailles engagement ring in December of 2020 and was in LOVE. Our wedding was April 10, 2021 and a week before my wedding, one of the diamonds near the main stone fell out and lost some how. Upset, I contacted Brilliant Earth, but they said they could not fix it in enough time since they are in CA and I was in TX and shipping alone would take forever. They suggested that I send the ring in AFTER my wedding… but as all weddings go, the ring is looked at by all the guests and featured in many photos, so the missing diamond would be very obvious and embarrassing. No help was given on Brilliant Earth’s end. I had to use a local jeweler, pay for a new diamond and rushed labor, all while being told my warranty would be voided if I went this route. But since I didn’t have any other option that would get my ring fixed on time, I opted to void the warranty since I figured this was a one time fluke and I had a wedding to worry about and a move overseas. Fast forward to today, not even TWO YEARS since I first got the ring, and TWO MORE DIAMONDS have fallen out. Now I rarely wear this ring because I am not a jewelry person and I am forgetful, so it isn’t like this ring has been a victim of wear and tear. I’ve maybe worn it a total of three months MAX and ensured I never washed dishes with it, accidentally kept in on in the shower, or anything. I occasionally wear it to work (in an office) and that’s about it. I wore it yesterday to work, no problem. I wore it today, took my dogs outside (they don’t use leashes so that’s not to blame either) and when I get to work…BAM two stones missing. That makes THREE SEPARATE DIAMONDS that have fallen off of this band in less than TWO YEARS. It’s sad because I love the look of the ring, but now I’m stuck with having to continuously repair it (which means I have to find a place in Japan who can do the work). Just not worth it in the long run and the customer service is no help either.