Brilliant Earth
Reviews and Complaints

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.

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.