Brilliant Earth
Reviews and Complaints

As someone deeply passionate about fine jewelry, I recently embarked on a journey to find the perfect engagement ring. After exploring various options online, I stumbled upon Brilliant Earth. The experience was nothing short of enchanting. The detailed photos and videos provided a glimpse into the exquisite craftsmanship that awaited. What truly set Brilliant Earth apart was the exceptional customer service that accompanied my purchase. From the moment I placed my order, I felt reassured and supported throughout the process. The ring I received was not just a piece of jewelry; it was a symbol of love and commitment that exceeded all expectations. Every glance at the ring on my partner's finger fills me with joy, knowing that it was crafted with care and dedication. Brilliant Earth has truly captured my heart with their stunning designs and unwavering dedication to customer satisfaction. If you're seeking a jewelry experience that transcends the ordinary, look no further than Brilliant Earth.

This website was so nice to use. It was pretty to look at aesthetically, and the pieces are so well photographed that its almost impossible not to fall in love with a piece of jewellery. I found this website through google after browsing other competitors. I ended up spending the most time on this website because of how easy it was to use and all their beautiful elegant pieces. When I was finally ready to make a purchase, I read some reviews and articles about the good work Brilliant Earth does which sealed the deal for me. My delivery arrived on time and was packaged beautifully. From the moment I found them on Google to the moment the delivery man rang my doorbell, I loved my experience.

My husband and I bought our wedding bands from Brilliant Earth and brought them back to be cleaned and have mine repaired before Covid. I forgot to write this review earlier, however I wanted to thank Brilliant Earth for the exceptional products and service. The repair was completely my fault, and they were so nice and welcoming when I returned to have them repair it for me. We took advantage of the fact that we were having it repaired to have both of our rings also cleaned nicely and we couldn't be happier with the outcome. The service we received when we initially bought them and when we returned to have mine fixed was amazing. Since some jewellery purchases are quite expensive, you want to be sure you can trust the company you're choosing to go with, and you can definitely do that with Brilliant Earth! Thanks guys!

I had an amazing experience getting my engagement ring from Brilliant Earth. I was involved in the purchase process, but the ultimate decision was still a surprise. I had two appointments with my SO and our jewelry specialist, Kate. We spent a lot of time trying on different settings and she was extremely patient and also helpful in pointing out small differences between the settings and areas that had helped past couples narrow it down. I loved the classic setting we chose and then we had another appointment to view diamonds. Kate did a great job bringing in diamonds in the right range that we had indicated interest in, and even brought in some outside suggestions she thought we would like - which we ended up choosing! My SO took it from there and I'm so thrilled with the final product - it's a beautiful design and I love knowing that I can feel good about where the diamond comes from

My fiancee and I went to Brilliant Earth's San Francisco showroom to look at engagement rings and it was a wonderful experience. We met with Becca, who showed us a variety of unique ring designs and diamonds while educating us about the characteristics of diamonds and different ring designs. I went into the appointment thinking we would choose a round diamond, but Becca showed us an asscher cut diamond that we loved and we chose that, set in a really unique setting (the Jolie ring). Becca was very friendly and helped us find the ring that was just right for us without pressuring us to purchase. It was important to me that the ring was ethically sourced, so it was great to know that Brilliant Earth only uses ethically sourced diamonds and recycled metals in their jewelry. I was amazed at how beautiful the ring was when it arrived! Highly recommend and we will be returning shortly to get our wedding bands!

Attempted to upgrade ring. Picked out new diamond. They said please sent your original one back. I sent it back. Then I was informed that the diamond I picked was now out of stock. Now I have not ring and they have not sent me appropriate replacement options. I can never talk to a diamond specialist. I went into the store to look at wedding ring options. The associate said she would email me the ones I liked. Neve heard back from that associate and was never sent the rings I liked. The associate said my file was labeled as "DNA".

I still do not have any engagement ring. This is a very sad situation.

6 days. That is how long I had my engagement ring. 6 days that I was able to wear it. 6 days that I was on quarantine in my home. There was no wear and tear. There was no damage done to the ring. At the end of the 6th day, a manufacturer's defect caused a prong holding the main stone to break and the main stone to fall out. We tore our home apart and cannot find the stone. The ring then had to be shipped back to Brilliant Earth-only for them to take over a week to look at it and then advise that they'd fix the ring but we'd have to purchase another diamond from them at full cost! They acknowledged that it wasn't damage to the ring, but an issue with the setting. But it is our fault for not purchasing insurance on it. We were told to explore our homeowners policy for coverage. When we do decide to purchase another diamond, it will be another 3 weeks or so for them to finish the repair and then another week for shipping. They advised they will forward this complaint to a supervisor, but unfortunately it's their policy to not telex the main stone under any circumstance. Did I mention, the only way to get in touch with anyone from their claims department is to schedule a phone call at least a day in advance? If you call their customer service, they do not return your call. This company is terrible and I certainly would not recommend them to anyone. This was supposed to be a joyous occasion and instead it had been frustrating and heartbreaking.

My husband purchased my engagement ring from Brilliant Earth in June. He proposed in August with the BE ring. In less than a year, I started to notice the white gold fading. I called Brilliant Earth to explain this situation, and they told me this is happening because I wear it too much. How am I supposed to wear this ring for the rest of my life if I can't wear it? Not to mention, I take the ring off when I shower, sleep, clean or do anything that could potentially harm it. BE charged me $241.03 to repair a ring that has lasted less than 2 years. I sent in the ring on January 3 and now almost a month later, I have had to write to their social media team, call customer service 5 times and email the team over 4 times to get status updates. I was told I would receive tracking information by January 27th or 28th "if things stay on track." I'm not sure in what world it ever makes sense for ME to have to call in to check if things are "on track." I have emailed multiple times this week to get status updates as I have not been proactively communicated with. It's incredibly frustrating to deal with a company that doesn't communicate, especially when it is a $6,000 purchase that we are working with. I will be finding a new company to get a new band through so I don't have to deal with their incompetent and frustrating customer service team (or lack thereof). I would highly recommend staying far away from this company if you want to purchase from somewhere that values their customers' purchases and time.

If I could give this place zero stars, I would. My boyfriend ordered me an engagement ring and two wedding bands on August 1 with the anticipated arrival date of August 19. Mind, you, he spent close to $16k. The plan was us to leave for a beach vacation/babymoon on August 28 and for him to propose to me on the 29th - my birthday. He made this very clear to them. A few days after he ordered, he got a random call from someone at Brilliant Earth asking why he ordered a "loose diamond" and two bands. He immediately clarified and said he ordered a setting with a diamond and two bands. How did they screw that up? Fast forward - August 17, he gets a notice saying that the shipment will now arrive on August 24. Ok, fine, it's still enough time before we were planning on leaving for our trip on the 28th. On August 23, he gets another email saying it'll now arrive on August 27. On August 26, he gets ANOTHER email saying it'll now arrive on September 1 - past the 29th of his proposal date and past the 28th of when we were set to leave. So he cancelled the order since they haven't even started working on it! I cannot say enough to deter you from Brilliant Earth. They have zero regard for 1) The amount anyone pays for these pieces 2) The timeline (which was ordered in AMPLE time). Plus, their customer service is atrocious. Just awful. They assured him a refund today, but let's see if it even happens, because now the expected due date is September 2, OVER a month after he ordered. Local jewelers could have a ring done in 2 weeks, TOPS. Just don't use this company. Just shady.

WARNING: Just wanted to give a fair warning to anyone looking to make purchases online based on my experience. I purchased a pair of diamond earrings and one week later i got an email about an update to my order and i needed to call their service line. I gave them a call and was told that one of my diamonds from the earring pair was now out of stock so wanted me to choose a replacement. I was not given any other option but had to choose a replacement and as everyone knows when we spend thousands of dollars on items you work hard to find the pair you like. I understood that something may be out of stock, but i did not think it was handled professionally so i decided to just cancel my order since there is no point if the company doesn't care, the diamond i wanted is out of stock, and no diamonds are similar to what i paid for. After i asked to cancel my order, I was told that "if i ever purchase from the company again, it would be final sale." It's funny how they advertise free 30 day returns but i am being told final sale if i try to purchase again on a mistake from their own company for an item being out of stock that i ordered. Just FYI for anything with the same problem in the future in case this is in fine print different from what they advertise! Also make sure to always check all emails from them very thoroughly, i was given different cost summaries for my order and when asked on the phone about it they tell me its not charged yet but have no intention of telling me the cost change of difference. Anyone that needs proof of anything stated above, please feel free to ask!

Do not buy your jewelry, at least diamonds, from this company. Long story short, i received 5 moissanite stones in the ring instead of diamonds the first time around. Sent back the ring to get it inspected and they insisted that the jeweler i went to to get it tested wasnt using the right testers. Mind you, i ended up taking the ring to 5 different jewelers who all told me the same thing. Brilliant Earth insisted they were in fact diamonds and that the insurance appraisal was proof, but when asked for a certificate of authenticity from the actual lab, they refused to provide one. So i gave them the benefit of doubt and waited for them to send it back. The moment i received it, i took it to get tested, and this time, only 2 of the stones were coming up as actual diamonds. The rest were still moissanite. So i called my credit card company and disputed the charge and simply requested a return because of the extreme dissatisfaction with the entire customer service. Then *** calls me to tell me that pretty much every jeweler i went to wasnt worth their name and that they were clueless (yeah right) and that they wouldnt accept a return (that i even offered to pay shipping costs). So now i will simply have to take the loss and PAY more MONEY to get ACTUAL diamonds put into the ring that I PAID TO HAVE DIAMONDS TO BEGIN WITH. so SAVE YOUR MONEY AND SHOP IN PERSON at a reputable dealer. My only mistake was not checking this site before buying. Im telling everyone i know and their mothers to not give this company their business. Every interaction i had with someone from Brilliant Earth screamed SHADY. DONT DO IT. I would give 0 star review if i could

First, the diamond I purchased was lost. I paid an incredible amount of money for something that THEY LOST. After picking a new one, this delayed my delivery by almost two weeks. The new diamond was more expensive but due to them losing the one I DID buy they were going to give me 200 off the new diamond. Someone told me it would only be an additional 600. After butting heads with the service rep, there mysteriously was an additional 200 in taxes added to the diamond price. So somehow they managed to charge me full price after they lost my original diamond. Their customer service is a joke. Free item? Thats a lie. I had to call a month after picking up my order to check on the status of my free pendant as it was supposed to be shipped directly to my house because they were out of stock. It had yet to ship. Then I got my tracking notice. After tracking it for a week, it never shipped. Called *** and they confirmed it had never been sent to them. Called BEs customer service and they asked for the tracking number and someone there said they could see it was in transit. They told me to just wait a few more days. When I asked for the estimated delivery date since she could see it as in transit, she said, It just says pending. Another lie. As I said, called *** directly and they confirmed it had never been sent to them. Then they figured out it was because it was shipped to their store and not my house. Well, after confirming my address for the third time, they then said I had to pay 125 in taxes for shipping since the delivery location had changed Not for the item nor the shipping, but taxes. I asked to speak to a manager and its going on three days and no call back. This company is a joke and incredibly shady. I will tell any and all to stay far away from this shady company.

I have had multiple issues with this company. First I ordered my engagement ring and the woman on the phone put the order in and didnt mention the lifetime warranty. When I asked her about it I was told they would have to wait ***hrs to restart the order to be able to add it on. I was told I would be called back the next day @ 5pm for the issue to be fixed. Next day no call. When Called back I was then told the cancelling department went home for the day and would have to wait another day. Finally I was then able to order my ring with my diamond. Made payments over the coarse of 3-4 days to then be told the diamond I paid for was sold to someone else. I would have to pick another. I found a new diamond and paid the difference. Was told for my trouble they would rush my order to me because of my proposal date and also for their mistakes. Waited two weeks for my order to open it just to realize they sent me the wrong engagement band. They sent my diamond with the base model band not the deluxe band I had paid for. *** cant get a hold of a manager. Every time I call I end up on hold. Pushed on to the next person. No answers to my questions. Told that they are emailing the issues to the higher *** instead of calling. They have taken my money easily but cant provide me with solutions. Every time you call you have to reexplain the Issue at hand. Poor communication. At one point I was told to only pick diamonds with a code ending with a B because the other diamonds they dont have access to and come from other companies and could delay my order. I am beyond livid and have had enough. My proposal is in a few weeks and do not have an answer on when I can send them back their ring so I can receive my correct order. Again was told your shipping label will take *** hrs to generate.

My fianc and I are located about half an hour away from Brilliant Earth in Georgetown. My ring was approximately $5,000. A few months after wearing my ring I noticed a small diamond on the halo was missing so we took it in, paid $150 for the repair, and received it back about a month later. On April 1st of this year I noticed another diamond was loose but hadn't fallen out yet so we took it in for the second time for repairs and again paid $150. Today is 4/29, about a month since dropping it off for the second repair, to pick up the ring. I put the ring on in the car and noticed the SAME stone was still loose! I don't understand how we paid $300 now in repairs and waited months for this to continue happening! I went back in with my fianc and asked the receptionist if we could please speak with the manager. I was told the manager was not in but that she was the next highest ranking associate we could speak with. I told him how unacceptable and upset we were to have this now happen a THIRD TIME. She told us we can apply the $150 from the second repair to now the third. This is completely unacceptable. I requested that the $150 be refunded and that this third repair be of no charge. She told me she couldn't do that but would ask her manager if a refund could be given and to have the ring expedited this time. I asked how this could have happened again and she said that the repair team probably only checked a couple of the diamonds and not all of them and plus, things get knocked around during the shipping process. I was shocked. How are we paying over $5000 for this kind of service, how is the team only checking a few of the diamonds and not all. I asked again "so you are telling me your team doesn't look at all the diamonds?", and she quickly corrected herself to say that they probably do check them all. I will never recommend Brilliant Earth to anyone and I don't expect to ever do business with them again. Not the quality this company advertises themselves to be.

April 12, 2022 I visited the *** showroom and placed the order at the time of our visit . I received a confirmation email later that day and saw my order was incorrect. (Wrong metal and wrong stone) I called the next day to correct and was advised there was a glitch in the system and I was supposed to get a confirmation email for the changes. Two days later I called again because I didnt get a confirmation and was told to wait another 48 hours after they put in another request for changes. The following day I tried to call the showroom and they saw all my notes and assured me my request was in the system. A week later I called again after not getting any confirmations but this time the rep told me that this whole time no one had submitted the changes correctly and there were simply notes in my file. This time they were trying to charge me more money for the correction. I asked for a manager and contacted my original salesperson and I was told via email that because of the system error they would waive the pricing difference. That confirmation email was correct except they removed the lifetime extended warranty I had purchased. I quickly responded pointing it out and they agreed to put it back on but then I was asked to pay the balance. I had paid for the ring with warranty in full on my appointment day so I should not be paying more. I made more calls and emailed attaching my original confirmation that showed I had paid for the warranty upfront and also forwarded the email from a manager confirming that I would not be charged more for their system error. After not hearing back, I called once again and I was told that the request to waive the balance was denied! I lost track of how many times I called and emailed to get this straightened out. I sadly had to cancel this order April 20th after losing faith in their word and experiencing terrible service It has been a week since I canceled & have not received my refund. I am now disputing with my credit card. Stay away

Critical: Professionalism, Responsiveness Absolute nightmare from start to finish. Went to Brilliant Earth to pick out an engagement ring for my Fianc, I made it very clear to the sales rep that I would not buy a ring unless it could arrive before our trip (where I would propose), was assured by the sales person that it would be available for pickup in their showroom in time (which was supposed to be on a Tuesday). Heres the kicker though, the showroom isnt even open on Tuesdays! The sales woman flat out lied to me in order to make a sale.Long story short, I couldnt pick up the ring before we left for our trip and support was massively unhelpful. Ended up having to get the ring overnighted to where we were staying (at quite a great cost which I paid). The manager of the Portland showroom assured me the card I used to purchase the ring would be credited to cover the cost of shipping I paid out of my pocketand guess what? He completely lied too. Apparently brilliant earth does not credit cards with 3rd party shipping.They will lie to you repeatedly and are next to impossible to get a hold of if anything goes wrong. You cant even directly call into a showroom, they hide behind a *** number and a chat feature. Incredibly shady business practices, please avoid this place like the plague if youre considering any big purchases.Im honestly amazed at the lack of professionalism and complete disregard for integrity that this company shows toward their customers. I warn you again: stay away from this place! I cant find one positive thing working with them.Bonus Story:After finally getting the ring we went in for a resize, hoping to get some insight on how the ring should fit, feel, etc... and they were completely unhelpful. The guy working behind the counter actually said that there really "wasn't any difference" between a size 5 or a size 4. Going to any reputable jeweler you'll immediately find out how flat out wrong this is. Just another example of how clueless and unprofessional this company is.

When your ring falls apart in a few months, you can say you were warned. I had issues previously regarding the loose center stone due to defective prongs on my engagement ring. I had only had my ring a few months at this time so this was VERY concerning, we weren't even married yet. We had a very negative experience with Brilliant Earth at that time, but ultimately the prongs were repaired. Fast forward 2 years and there is no loose prong, no warning sign that the defective prongs are having issues again. I just look down and the stone in my engagement ring is completely gone! 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, its 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 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 its 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 craftsman ship 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 thats 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 am writing this review almost 6 months after my engagement ring purchase.The ring arrived in April , exactly how I designed it and was a sight to behold. My wife loved it immediately. The only qualm that I have with the ring is that the band started to lose the white gold color on the underside, the sides, and the inside of the ring, by the time that we reached the 30 period of me receiving the ring (I proposed two days after receiving the product). The representatives tried to give us the usual cautions of lotions, biochemistry, hand sanitizers, and so forth. I still find it hard to believe that a ring would show discoloration within 30 days. Other than that, the ring is a great purchase. We get compliments on the ring, especially with a very light Aquamarine as the center stone!The customer representatives were polite, helpful, and efficient during the 8 calls that I placed with the organization. The ordering and design process is easy, as well as informative.My biggest qualm is the lack of communication between the company and the customer. I placed my order in April, during an unforeseen pandemic to which I tried to be patient. My impatience grew because I had other people taking days off of work (I also took time off of work) to wait for the product based on email communication that Brilliant Earth generates 24 hours before delivery, because of the overnight shipping. Sometimes the delivery person never came or I would call customer service out of worry and the representative would always ask me for the delivery date that I received by email and they always said that their computer showed a different delivery day. This inconvenienced people who were kind enough to take off of work to wait for the product (including myself), and it made me delay the people involved in the proposal as we had to push our surprise. My delivery was rescheduled two or three times without me receiving any communication; I had to call on my own accord out of concern. With a life event this delicate and important (with respect to a worldwide pandemic), it would have been nice to receive a phone call or email when any delivery information had changed. If I'm already spending thousands of dollars for your product, I would have like to reflect on how easy the process was, instead of having to recount the stress and infuriating events that took place with an important time in a soon to be married person's life.Because of the ring tarnishing within 30 days and the severe lack of communication (in spite of their great pieces, vast options, super customer service, and nice ring presentation), I will not recommend Brilliant Earth to anyone. Hopefully they can work on these things because Id really like to refer people to them, but I do not wish my experience on any person who is planning on proposing.

Avoid this company. There are alternatives like 1215diamonds who respect their customers.I read many negative reviews and still had confidence that my experience would be different and trouble-free. This was a huge mistake. Heed the warning that your order will not be seamless and smooth with this company. Expect something to go wrong. When it does, you will feel in the dark regarding status and ultimately spend exorbitant amounts of time calling customer service, waiting on hold, and waiting for updates that are never sent.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.

They ultimately refused to repair the engagement ring for us...after it had broke within less than a year of purchasing, they have caused such emotional distress and pain throughout this whole process and ultimately left us to hang dry by refusing services even though we ultimately told them they can use our insurance and fix the ring (because we refused to sign the NDA). FYI this has happened to MANY customers (just look at 1 star reviews ***, consumer review)... this isn't just a few people unhappy with the service, they are TRULY UNETHICAL, DISRESPECTFUL, and do not care about their customers after they purchase a ring... I would give this negative stars if I could. To keep it short sweet and simple, their showrooms are great, and make you feel like you're making a great purchase. Once you need a repair (and you will because their rings are cheap, my band broke and 2 diamonds fell out in less than a year), that is when you will be dealing with THE MOST UNETHICAL COMPANY I have ever experienced. They ended up refusing to repair my engagement 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 (even though we had already told the we didn't want to sign the NDA and would just like to use insurance)... 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 are abusing their power as a company and cause emotional distress for customers throughout this whole process trying to ultimately silence "poor" reviews from happening. So many people are unhappy with their products and service 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 that doesn't make someone "back down" and WANT to sign an NDA... To ultimately tell the customer that they're refusing services because they felt "attacked" when REALLY it seems that ultimately the just want us to sign the NDA...that's a VERY sketchy business. No business will last if they continue to make cheap products, then determine it's a "wear and tear issue" if the ring has been worn for more than 3 months (thus falsely advertising a "lifetime warranty"). No business will last if they infuriate people never admitting to making faulty products and trying to milk insurance money. No business will last if they continue to hide honest reviews by refusing service to customers that dare to tell the truth and take the time to make sure that this company practices ETHICALLY. I don't even want them to e-mail or call back saying that they can repair the ring...this isn't about that. It's about making sure that customers understand that making such a big purchase from this company is a horrible mistake. Yes their showrooms and customization are amazing and their sales staff are incredible people. However, once you make that big purchase...they treat you like dirt. They are condescending, take forever to return your calls/e-mails, and then ultimately just look out for themselves instead of their customers/the customer experience. I have cried on the phone with them...I have a wedding coming up and a ring that still needs repairs... I would never wish anyone to go through what we have had to go through these last 3 months.

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 (see first photo). 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 added only partial milgrain detail around the edges- it was uneven and incredibly sloppy (see 2nd photo). I noticed it immediately after he proposed- terribly disappointing because I new 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 (see last several photos). It looks like they attached it with superglue and didn't even last a week let alone a lifetime. My fianc? 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 purchased an engagement ring(18k White Gold Petite Twisted Vine Diamond Ring) that was delivered December 21st 2023. I paid $4,740 for the diamond and $1,090 for the setting.

January 27th 2024, I dropped the ring off to get resized. I got the ring back February 9th 2024.

March 14th 2024, I dropped the ring off again because diamonds on the band fell out of the ring. March 23rd 2024, I picked the ring up.

March 29th 2024 the diamonds on the band (different diamonds this time) fell out again! At this time I went to the store located in the Domain in Austin,TX. and asked for an exchange with the band. The diamonds falling off the band are obviously an issue. I want a band without diamonds. At which time I was told I would get $480 credit to exchange for a different setting.

My fiancé bought my engagement ring from brilliant earth 3 years ago. We decided we would like to take advantage of the upgrade program. Went into the DC location to pick out a new diamond and made a decision. The diamond was removed from their website and put on hold for me. They asked me for my original ring to get appraised as well as the original appraisal paperwork. Two weeks went by, I got an email saying that the diamond that I had chosen for upgrade was no longer available and that I had to choose another. My fiancé and I decided we wanted my original ring back and no longer wanted to go forward with the upgrade at this time as the alternate rings I was offered were not acceptable to me. I was told my original ring was going to get shipped to my address and I would need to sign for it. Two days later get a phone call saying that my gold from my ring was already melted down but they still had my diamond. I said I would like to have the band remade and have my ring returned to me. One week later they tell me that I will have to pay a small fee to get my band remade to fix their mistake. My band was originally $990, they were giving me a $300 credit and wanted me to pay the difference. They want me to pay for something that I have already paid for. They dropped the ball on their end of this agreement and they want me to pay to get my ring back. I want my ring in the original setting with the same diamond as well as the original paperwork for the appraisal of the diamond.

I purchased an engagement ring last year (November 2019) and proposed to my fiance the following month (December 2019). Upon arrival, we noticed that the diamond has a black dot directly in the center which was unfortunate, but we didn't really know about diamond clarity and such then. We overlooked the flaw and my fiance still enjoyed his ring. He's been working from home since March 2020 due to the pandemic. In early December of 2020 (one month ago) he was walking to the bathroom when he looked down and noticed that the diamond was gone! Understandably, he panicked. Luckily, he was able to find the diamond. We booked a cabin getaway for our anniversary and unfortunately, he was not able to wear the ring because it was already broken. I called Brilliant Earth multiple times and spoke to several people. I inquired about the repair process and made sure to say that the ring didn't even last a full year! I know people who have had their rings for DECADES with no issues. I also inquired about possibly upgrading the diamond because when you look at the ring, there looks to be too much space between the diamond and the actual ring which would make it easier for the diamond to fall out (again). When I asked the Brilliant Earth representative, she told me that each ring is made to fit the diamond so the size of the diamond did not matter. After I found that out, I decided to just send the ring back to have it repaired. When I got a phone call back today, the representative told me it's going to cost $310 to repair the ring. THE RING DIDN'T EVEN LAST ONE YEAR! That clearly speaks to the quality and integrity of this company. The repair is costing almost a quarter of the price of the ring that didn't even last one year. The woman kept saying something about "normal wear and tear" and I can assure you, working from home for an entire year typing on a computer, should not damage a diamond engagement ring. These are shady business practices and Brilliant Earth clearly does not care about retaining business.

I ordered two wedding bands online on 3/5/22 and then another two wedding bands on 3/10/22. Per their terms, they offer a 30 day return policy:https://www.brilliantearth.com/30-Day-Returns/They called me to tell me they couldn't make or ship the rings from either order because they felt I was "comparison shopping" which they claim they don't allow because they are "sustainable." This policy is not listed anywhere on their site:https://www.brilliantearth.com/terms-and-conditions/I asked them to cancel the orders, which they eventually did after I called multiple times.Then I made an appointment to go to their showroom in *** to pick out a ring and order online, which I did. I placed a new order for one ring on 4/7/2022 for a total of $743.48.I just received an email from them today stating:------Due to your previous orders being canceled while in production, your order *** is no longer eligible for a refund, however, you are still eligible for one additional exchange. We cannot proceed with making your piece until we receive written confirmation of your understanding of this policy. Please reply directly to this email with your understanding so that e may move forward with completing your order. A delay in receipt of your response may impact your order's estimated delivery date. ------So they are effectively telling me that because I had canceled a previous order, that they will not send me my new ring until I waive my right to a refund for this new ring. They are now claiming that my previous purchase was "in production," which it wasn't, and was expressly communicated to me before. But even so, I don't see how they can hold that against me now and try to pressure me into waiving my ability to seek a refund with the new order by refusing to send me the actual ring. These terms are not listed anywhere on their website or during purchase and was not communicated to me. I just want to cancel the order for a refund.

I reached out to Brilliant Earth during the first week of September 2022 about needing repair service on my engagement ring. When I spoke with the phone agent, she told me I could either drop my ring off for repairs at a local office or I could send it in. I opted to send it in because at the time, I was not able to make the drive to the local office. Brilliant Earth had my ring for almost two months and they charged us $300 for the service, even though I had insurance on the ring. When I finally received it back, the ring was not repaired. All they did was polish it and clean it, but didn't actually complete the repairs. We called and complained, and they told us that would we need to ship it back to have it looked at again. I told them that at that point, I did not trust *** and wanted to take it to the local store. ***, a "Customer Experience Assistant", REFUSED this, claiming that if I wanted this rectified I HAD TO send it in. I tried to get it repaired locally (well aware this would void the warranty, but that is how much I don't trust Brilliant Earth) but the jeweler didn't have the equipment to repair it. I finally broke down and sent it back, but I told *** that my ring HAD to be back before December 16th because that is when we will be leaving for our honeymoon. She fed me a line about not being able to guarantee this, and I told her that considering the disservice we've been done, that yes she could. It is a matter of expediting the repairs and using priority shipping. I also required a refund for what we paid for the repairs, because they were clearly not done. While I did receive my refund, we just found out that ***, despite being told several times what our address was and where to send it to, SENT IT TO THE WRONG ADDRESS. Now, it has to go back to the Brilliant Earth office before it can come to my home. I want my engagement ring delivered TO ME by December 16th. I don't care how.

My fiance purchased my engagement ring from Brilliant Earth and proposed in August . Since that time it has lost two accent diamonds and had to be replaced. He spent over $10,000 on the ring and it has had VERY minimal wear (I work as an attorney so nothing with my hands). During the first repair, Brilliant Earth provided no communication on the status of the ring or when it was estimated to ship. Having the ring returned requires a signature, and either myself or my fiance must request off work in order to be home to sign for the ring. The first repair return was delayed by 4 days and Brilliant earth told us we had "recieved email communication" from them regarding the delay. We did not. Two weeks later, the ring has already lost ANOTHER diamond and has to be sent yet again to be repaired by Brilliant Earth. It has now been gone for over a month and I have recieved ZERO communication about when my ring will be returned to me. I have reached out via phone and live chat numerous times with multiple customer service representatives saying "we don't have access to that information but will send to the repair team and they will reach out" which has NEVER occured. They eventually told me the ring would be returned on 5/6. I called again because we never recieved tracking information and they said it will not be delivered 5/11. I have yet again requested off work for a date that Brilliant Earth promised my ring would be delivered and it is not coming. We trusted Brilliant Earth with the most important and meaningful decision of our lives and they have done nothing but act unprofessionally. We had originally planned to purchase wedding bands through them but will steer very clear of this company. They have never once apologized for their constant delays or explained why a ten thousand dollar ring has lost TWO diamonds in one month. I have now been without my engagement ring for two months of my engagement. This company is disheartening.

On July 31, I bought my wedding band, a Platinum Horizon Sapphire Ring for $2,290 (SKU BE222S-PT-S925). I was informed about a free re-sizing service within 6 months, beyond which a fee would apply. My wedding was on June 18, 2022, and the ring was too large despite prior sizing at Brilliant Earth. On July 17, 2022, I returned for re-sizing and was charged $162.75. Two weeks later, they claimed the ring couldn't be resized, contradicting earlier assurances and written policies, which only excluded Eternity rings from resizing. The showroom staff had even set a price for this service. Suddenly, Brilliant Earth refused to resize or remake the ring. The call center was unhelpful, with the representative claiming to be the highest authority and refusing to let me speak with anyone else. She equated remaking with resizing and couldn't provide official documentation to support her claim that my ring was ineligible for resizing, only referring to a sales website. I feel deceived by the misinformation provided at the time of purchase. Although the ring has sentimental value, I demand a refund, as Brilliant Earth should not benefit from their dishonesty.

My fianc purchased a ring from Brilliant Earth in August and proposed on September 17th. He was told that a lifetime warranty came with the ring to include loss or damage to center stone. He purchased the ring in a size 7 and we made an appointment with BE to have my finger measured and the ring to be resized the following week. We dropped the ring off with *** at the *** show room and waited for it to return. When I arrive to the show room to pick up my ring (*** fitting perfectly), I noticed that theres scratch marks on the bottom of the shank and uneven band. Mentioned to *** who profusely apologizes and says that we can ship it out again for repairs I decline but inquire as to the warranty because of questionable reviews Ive seen online regarding their policy. She explains that the lifetime warranty my partner thought he had is for manufacturing/production issues and does not cover damage or loss of the ring at all. When she informs me of this, I purchase 5 years worth of Extended Warranty - this includes free repair for any damage done to the setting but still does not cover loss of *** days go by and I notice a deep scratch/crack on the setting under the center stone. Brought the ring back to BE the following day, spoke to a manager about my issue, send the ring out for repairs again.*** tells me that a high polish will fix the problem - I mention the uneven shank and they seem surprised. Apparently the manager failed to include this information for ***. When a resolution is finally presented, a recasting of the platinum band is recommended. I agreed to it and wait. Yesterday, November 9th, my ring arrives recast in a *** and it does not fit. When I call BE to discuss, they tell me that I have to file a claim through Extend. I say that this doesnt make sense as its a manufacturing issue on BEs part - not wear and tear caused by the customer. Service rep says sorry but thats the option we have.

On August 3, 2022, I bought a wedding ring and a pair of earrings (which qualified for another complimentary pair of earrings) from Brilliant Earth, totalling $1243 AUD. They arrived on August 23, and weren't to the standard I was expecting, so I called to register my return according to their policy. The ring and two sets of unworn earrings were repackaged in the original gift packaging and outer box, even more securely than when I received it, with all required documents included and return codes clearly visible inside and outside the box. It was handed to a *** courier on August 30, and delivered to Brilliant Earth on September 2nd. They sent a generic email acknowledging receipt on September 3rd. Then an email arrived on September 9 advising that a refund was being processed for $187. This makes no sense for multiple reasons - a) it is $1056 AUD less than I paid, b) the refunded amount doesn't correspond to any of the items in the order - the earrings I paid for alone cost ~$248 AUD.So I emailed, and followed up with a phone call on Friday. No response to my email, and the representative on the phone couldn't find any details, tried to come up with a response, failed, and advised I would definitely receive a call back within 24 hours.I immediately sent the tracking information from ***, including the name of the signee, and have still heard nothing. It's now Sunday, and the incorrect refund is now pending in my account.I understand this is a relatively short period but there are several complaints online about their customer service, and that they delete and threaten legal action in response to bad reviews, so I'm not optimistic about resolution. If *** agree to do a chargeback, there is a time limit from the date of purchase, so I have to be proactive.I hope you are able to help, I'm a PhD student on a lovely but very small scholarship, and thought I was being prudent buying online from a company that claims to have a good return policy.

I will try to condense this as best I can, though I am seething with frustration from this dreadful company. In short, my fianc purchased an engagement & wedding ring for me from this company in Nov. 2020. He did not give me the ring until March . From March until now, which is Nov. 2021, only 9 short months, 4 of which BE has had the ring due to damages, I now have a completely unwearable ring and BE refuses to do anything about it, beyond saying we can exchange the setting, pay an additional $300 outright for a "re stocking fee", and spend EVEN more money to get a different style ring beyond the $6000 we already spent. The core issue is BE sells ring bands that ARE WAY TO THIN to be worn all the time as engagement rings are meant to be. My ring is ONLY 1.4mm in width, which ANY reputable jeweler will not produce because a ring that thin has zero chance of being stable, and will literally bend and break constantly, which it has. *** standard is 2.0mm AT THE SMALLEST.(look it up). Once, already in Aug. 2021 my ring snapped in half and BE said it was MY fault because I wear my ring every day?!? And these rings are so fragile they actually said to me the issue is I WEAR MY ENGAGEMENT ring! After fighting with them for days, they agreed to cover the cost and repair it for free which by the way took 2 months for them to do. When I finally did get my ring back after ONLY 10 days of me barely wearing my ring, I take it off for EVERYTHING, it was ALREADY oval and very deformed. Now mind you I work a desk job, I don't go to the gym, do anything strenuous with my ring on, and STILL this ring was deformed after ONLY 10 days. Now I ask you, how on earth am I supposed to have this ring, which in theory I am supposed to wear every day for the rest of my life, when it is deformed, and on the verge of breaking AGAIN after having it back for only 10 days! This is a platinum band, this ring has NOT EVEN been worn for a year, and BE says its MY FAULT! RIDICULOUS!

I ordered diamond earrings on 6/19. The next day, Brilliant Earth requested a utility bill photo to verify my card. Lacking such a bill, I sought alternative verification. They refused my payment and offered a refund, only accepting PayPal or bank wire. Their site hadn't mentioned this, raising scam concerns. I paid via PayPal on their site for the same earrings. Later, Brilliant Earth requested payment for the initial order, which I believed was voided. I explained the situation via email and received no response. Calling customer service, I was informed that canceling the initial order would affect my return options for the PayPal purchase. They offered only store credit, treating it as an 'exchange,' which doesn't qualify for refunds. This felt unfair, as they hadn't disclosed the verification process pre-purchase, nor that using PayPal would limit my return rights. It's unjust to consider it an exchange when I was following their payment instructions.

In august my fianc bought a ring from Brilliant Earth and proposed November . The ring was beautiful at first and I had no problems but after only 7 months of having the ring a Diamond stone on the setting had fallen out and the white gold band had turned yellow. Mind you, I work from home, do not wear the ring while washing my hands or showering, and due to the pandemic-I have only worn my ring a few times in the last couple months when theres a need to. So how is it that within less then a year, the ring is damaged and turning yellow? Yes white gold needs to be replated, but not after 7 months of wearing- usually several years! I called the company and told them what happened and they ADMITTED that the band I selected has had issues of stones falling out. So due to the quality of the ring my fianc was sold I requested that I would like a credit applied for the entire total of the ring to an entirely new ring and center stone- and if its more than what we spent originally we will cover the difference. THE REP STATED that they had seen BE accommodate customers and provide either a refund or full exchange PASSED 30 DAYS. I was given a return label and asked to submit my ring back for it to be examined. I got an email stating that repairs department had been trying to reach me so I called BE and asked for what number they are calling because I never received any calls and their system put someone elses phone number on our profile. They gave me some excuse that their systems sometimes mess up numbers and mix profiles but STILL refused to take me during my appointment. After weeks without my ring, BE told me that they can only offer me a repair to replace the missing stone or a metal credit. I told them Im NOT comfortable wearing a ring that your company admitted to being faulty- but they didnt seem to care to even stick by their own mission statement. They are selling rings they KNOW have issues and claim its the customers fault for damaging. SCAM!

I purchased a ring for just $3,900 from brilliant earth. And before proposing had to send it back for a resize from size 7 to size 6. When I received the ring back, I already had proposal plans but noticed there was an accent stone missing. I proceeded with getting engaged and then a couple weeks later a second stone fell so we called in order to send it back for repair. They sent us an insured label, and on March 2nd dropped this insured 2 day shipping, triple boxed with the ring box and ring being the center most one and followed all insured shipping instructions as directed, that brilliant earth instructed me to do directly through *** On March 8th the package was signed for and received but on March 10th I was called and told that they received the box without. After asking me if I was sure I included the ring in the box, and I said yes they stated they would have to file a claim with *** and it could take up to 7 days to contact me and let me know how to proceed. After 7 days, I contacted them to hear back that it hadnt been resolved with *** yet. The next day they contacted me saying that *** was not going to issue payment for the claim because they couldnt find evidence of tampering on video and so at this point I was out the money I spent on the ring because their reply was an oh well attitude *** isnt paying for it despite it being insured shipping. I asked for a manager. My personal bank that I had property insurance on told me they could issue payment once they had the denial letter from *** regarding the claim. After contacting the manager on March 17th around 4pm EST she said she would put in a request from shipping for me for that *** claim # and the report from *** so I could provide it to my bank and that it would be by EOD or at *** 24hrs. 48hrs after this I received an email saying she hadnt gotten it yet. When I called they then admitted to me a claim hasnt been filed yet with *** Which was a blatant lie, and theres more.

I ordered a lab diamond ring on 6/19/22, with the total cost being $10,422 including tax. A few days later, a company representative contacted me to discuss my order, informing me that the diamond I selected was no longer available and offered a $150 discount on a new choice. Within a week, I provided a new diamond selection worth $6,990 to the company via chat at 11 PM EST. After applying taxes, the setting fee, and the discount, the price came to $8,549. The representative promised a follow-up call the next day. However, the next morning, the price of the new diamond had increased to $7,640 on the website. I contacted customer service to address the price discrepancy, and they assured me they would honor the original price and process a refund after confirming with the seller. Despite a delay and having to follow up, the company agreed to honor the $6,990 price. I was supposed to receive a refund of $1,873 but only got $1,284 on 7/4/22. The invoice listed the diamond at $7,390, an unexplained price. On 8/4, I called to rectify the $589 shortfall, and the company initiated a review. Given the complications with my order, I'm skeptical about receiving the remaining refund. Additionally, the ring size was incorrect; it was larger than the size 6 we tried in-store. The company offered a 3-week resizing process, but using another jeweler would void the warranty. I've lost confidence in the company's resizing service and feel they should cover the costs if I go elsewhere.

08/19/2022 Order of an engagement ring for $11,791.55 CAD. The ring that was delivered, and the one I proposed with was the wrong size (confirmed by two other jewelers) and the band was missing a diamond. The proposal was tainted by Brilliant Earth's mistake, however it soon become a nightmare. I returned the ring to BE on 09/15 for repairs and was informed that I would receive it by 09/30. No communication from BE and after numerous follow-up emails and calls, on 10/01 BE indicates that the ring failed quality control and was the incorrect size again and is delayed to 10/13. I asked for a refund on the band as we had no faith in the quality of the band or the size. I asked for the stone to be returned. This was confirmed and refund on the setting was received. BE indicates that the stone was on track for 10/13 delivery. After another round of follow-ups over two weeks, there was no information provided from BE. 10/26 I expressed over email the lack of communication, lack of delivery of product etc. 10/28 the loose diamond was received. 10/29 Spoke to BE and shared displeasure with process and requested refund given the horrible experience, delays and failures to communicate. BE employee agrees to refund outside policy and says they will send shipping labels, apologizes for our experience on phone and email. Labels received (confirmation 2022189677RT). 11/07 BE confirmed ring received. 11/09 Fiance and I purchase a ring from a jeweler in our city as refund was committed to of $9,362.05. 11/16 Call BE to inquire about the timing of the refund. BE indicates the diamond will not be refunded and is waiting in their possession, we were never informed of this by BE. I speak with a manager who indicates that even though the BE employee agreed to refund the ring outside of policy on 10/29, she overruled it, said I can sell it on a marketplace. Stone returned to BE on 11/16. We expect a full refund as promised to us by BE's employee on 10/29.

I ordered an engagement ring from Brilliant Earth on Dec 5, 2021, for $6,790.49. I paid via wire transfer for a discount. Estimated delivery was Dec 16, with a FedEx tracking number to be provided upon shipment. On Dec 6, Brilliant Earth confirmed receipt of my payment. By Dec 12, I was contacted to discuss my order urgently. Over the phone, a representative informed me that my chosen diamond was sold to someone else, and I needed to select another. I responded with a new choice on Dec 13 but got no confirmation. After multiple calls on Dec 16 and no clear information on the ring's whereabouts, I canceled the order and was told a refund would take 10 business days and be mailed. Despite follow-ups, I've received no update or refund check, with the last contact on Dec 21.

Brilliant Earth July 5, 2022: I spoke with a representative who explained my options. I was told to hold the diamond of choice I had to pay a non-refundable fee, which would hold it for a limited time. Half of the purchase amount was required before they would start making the ring. Brilliant Earth in July: Although the representative gave me a good option, they advised that another would be better. The purchase agreement was changed, and I paid more than three-quarters of the amount. I received a receipt excluding sales tax. I was informed that upon final payment, tracking information for overnight shipping would be provided. On July 29, 31, and August 3, I received an email stating my order was almost ready and to call to settle my balance. On August 1st, I attempted a payment, but it was rejected. After an hour with my bank, I discovered an error on Brilliant Earth's part. On August 2, they quoted my balance, and I paid half based on this quote. On August 3, I received an Order Summary. On September 5, I got a 'LAYAWAY UPDATE' including sales tax in the remaining balance. The email stated that once paid in full, the order would ship. On September 6, I received an email about signing a payment document and an updated invoice. The final exchange date was September 4, 2022, but the document sent on September 6 was dated July 5, 2022. I made another payment on September 16, and my final payment was on September 30. Despite asking several people for tracking information, I was told it would not be sent unless I signed the document. When I called to file a complaint, it was not accepted. I was promised a resolution by September 10th. No refund, purchased item, or further communication from Brilliant Earth has followed. The final payment included the sales tax.

My fiance purchased the French Halo engagement ring for me last spring and immediately had delivery issues that delayed it's arrival until May 23. Within three weeks, a stone from the halo had fallen out due to absolutely no fault of my own (which Brilliant Earth confirmed upon inspection and subsequent repairs). We shipped the ring back to their San Francisco location within days and did not receive the repaired ring back for TWO MONTHS due to issues with their own repairs. The ring was re-cast THREE TIMES to meet their 'standards' and flown back and forth to their jewelers in New York, each time taking weeks to pass their inspections only to fail. We finally received word that the ring was back 25 July . We receive the ring and explanation for the issues with the original halo that were far below Brilliant Earth's standards for quality. Why it was ever shipped out in the first place is egregious. Fast forward to Valentine's day this year and another stone has fallen out of the halo. I follow their strict instructions for wearing this ring and again - two stones within one year. We have also noticed significant yellowing of the bottom side of the band (which they claim is normal for a few years of wear - IT HAS BEEN LESS THAN ONE.) My fiance and I have asked to speak with management and they insist we are not allowed to have their contact information. We are told that once again we have to return the ring for inspection to see IF Brilliant Earth will repair the ring or not. Our wedding is in May and I will have worn my ring for a total of maybe 7 months this year. I also noted that the white gold on the bottom half of the band had already begun to change to yellow gold - again I wear this ring for a few hours a day at work, a desk job, and literally never on the weekends. We no longer want to work with this company as their product quality falls far below acceptable for a $10k ring. They refuse to discuss a refund with us despite our multiple complaints. This is an unacceptable business practice and fraudulent claims of ring quality at such valuation.

08/05/22 Purchased two wedding bands: Platinum Olivetta Diamond Ring and Platinum Apollo Diamond Ring. Total: $4,633.26. This is the second and third rings purchased from Brilliant Earth.08/18/22 Order ready for pick-up. Unable to pick up until 08/28/22.08/28/22 Picked up both rings.10/28/22 Dropped off Apollo ring for resize. Customer representative waives resize ***/09/22 Received email to discuss order.11/09/22 Called customer service representative. Says that ring cannot be resized, and only metal credit of approximately $400 can be refunded. Request for a higher-level rep to call back and explain in detail within 24 hours.11/14/22 Higher level rep calls and explains that ring cannot be resized due to tolerancing, and remake is the only option. Remake was already rejected, and only metal credit is available. I do not accept, and it was offered to speak to a manager to resolve the issue. The ring was never resizable; it was never explicitly explained during the purchasing process, nor on the website that the ring could not be resized. I aasked to speak to the manager immediately but was told the manager was unavailable and would call back within 24 hours. 11/18/22 Call from manger never received. I called Brilliant Earth customer service, and back to square one, same as on 11/09/22. Was told the remake was rejected again. Asked to speak to manager again, as they never called. Was told that a higher-level rep would call back within *** hours.11/18/22 Filing a complaint with Complaintsboard.com. During the whole purchase process, it was never explained that the ring would never be able to be resized. If it was, then it would have swayed my decision to choose a different ring, for potential resizing in the future. The website also does not explicitly explain that the ring cannot be resized. While I understand now that certain rings cannot be resized because of tolerancing, it should be explicitly stated for each ring whether or not this is the case, as the company already clearly knows this information. When dropping off the ring for resize, they had no problem waiving the fee for resize even if slightly outside of the policy timeline. It only became a problem when they said it had to be remade. Looking beyond the resizing policy timeline, there seems to be a systemic issue with Brilliant Earth. Not only is the information missing from the website, the customer representatives also dont know which rings cannot be resized. This is information that should be presented upfront, as it plays a large factor in buying a forever ring. If they cannot be resized, why would they go through the process of sending them to the headquarters, only for the customer to be ring-less for a few weeks. Furthermore, if Brilliant Earth has a stringent policy for timelines, the customer shall expect the same from ***. Again, this is the 3rd purchase from the company, and they have been late on every timeline they have given me. I have been patient, because of the product I have received in the end. After spending around $12,000 on purchases from Brilliant Earth, I would expect better customer service. The lack of effort to resolve the issue is unacceptable. I will be filing a complaint and dispute for the issue.