Brilliant Earth, Inc.

We didn't really know what to expect when we first ordered the ringThe stone was definitely smaller than we expectedAfter an exchange though, we are both VERY Happy with the engagement ring and wedding band (Cushion Diamond/Chamise Ring Set)It's beautiful and the size is right! I have nothing bad to say about the customer serviceWhenever we spoke to them, they were nothing but professional and easy to work with to get our order taken care of!

My November statement proving was taken out from my checking account

Beautiful product which far exceeded my expectationsArrived as promised safely and on timeWill definitely be making purchases from Brilliant Earth in the future

Initial Business Response /* (1000, 5, 2015/05/06) */
5-5-
Sent via email:
Hi ***,
I received a letter today in reference to Case # XXXXXXXXThe complaint is about our online adsEven though the customer unsubscribed from our contact list, if he does not delete his browser cookies,
our online ads will continue to appear on his browser (as is always the case)In addition, if he ever visits our site again, the ads will reappear because he will be cookied againI would be happy to instruct him on this myself but I do not believe we have his contact informationLet me know what I can do to resolve this
Thanks,
*** ***
Director of Customer Operations

Brilliant Earth is an amazing company and one worth checking out for those seeking classy, elegant, and tastefully designed jewelryPlus they are a socially responsible driven company that helps identify and develop jewelry that is conflict-free*** were great brainstormers...and helped me design the perfect engagement ring for my girlfriendAs well ensured keeping me in the loop start to finish from ring design to getting the jewelry in my hands when ready as I am on the east coast and the company is based out of SF! I whole-heartedly recommend working with them and Brilliant Earth for anyone seriously looking at their next piece of jewelry

Initial Business Response /* (1000, 5, 2015/05/06) */
5-5-
Sent via email:
Hi ***,
I received a letter today in reference to Case # XXXXXXXXThe complaint is about our online adsEven though the customer unsubscribed from our contact list, if he does not delete his browser
cookies, our online ads will continue to appear on his browser (as is always the case)In addition, if he ever visits our site again, the ads will reappear because he will be cookied againI would be happy to instruct him on this myself but I do not believe we have his contact informationLet me know what I can do to resolve this
Thanks,
*** ***
Director of Customer Operations

Yes I ordered two times but the date.they are talking about 11/**/shows that on 11/**/$was taken out for 11/**/

I love absolutely everything about this company: the jewelry styles, quality, and cost; the ethical principles upheld; the customer service, the showroom and website
A few months before our engagement, my fiancé took me to look at rings at the showroom in San FranciscoWe did not have an appointment but luckily they had a spot open within the hour and graciously allowed us to fill that time slot*** was so patient, knowledgable and friendly during our appointmentI couldn't have asked for a better experienceI ended up loving aspects of two different rings, and *** helped us to request a custom design incorporating aspects of both rings After our appointment *** consistently and reliably helped and guided my fiancé through the design and ordering processMy fiancé says she made financing a breezeEven though it was a custom design, it was finished in time for the big surprise!
I absolutely love my ring and would recommend this company for any of your jewelry wants and needs! We are now loyal and enthusiastic customers!

I purchased a beautiful vintage diamond ring from Brilliant Earth, and the whole process was well done I ordered online and had an email everyday until my item arrived giving me information about my purchase The ring was as advertised Absolutely beautifulAs well, when it arrived I was very happy to find an appraisal as well

What a wonderful business and even better experience! Selecting an engagement ring can be quite an exhausting and difficult process, but my experience with the staff at Brilliant Earth made the process easy and enjoyableThey have a amazing selection and can customize to your likingI came away with it with an amazing ring and I feel like I know what to look for in selecting a diamondI couldn't be happierI believe I've found a jeweler for life

Amazing company from service to delivery of product - couldn't be more impressed. They have a customer for life.

Excellent Products and Excellent Customer Service.

Originally, I was very skeptical towards buying a diamond ring online. Also, some of the negative reviews made me doubt from this company. However, my experience was more than satisfactory. All of my experience was online or over the phone. Their customer service was great. I followed up with them a couple weeks after ordering my original ring. They told me the stone I originally selected wasn't the best, but they recommended another one. They sent the ring overnight and I was very happy with my purchase. My now fiance loves the ring. 5 stars.

Revdex.com:At this time, I have not been contacted by Good Wok regarding complaint ID [redacted].Sincerely,[redacted]

I received my ring and it was beautiful, but the customer service I have received since has been absolutely horrific. It was not clear in the materials enclosed with the ring that getting it sized at another professional jeweler would remove the warranty. I asked if we could purchase a warranty since we had to send the ring to them for me to get the wedding band, and was told there was no way, despite their ability to assess the ring being totally fine.
Worse, when we sent my engagement ring to them, they misplaced our consent form which we had enclosed with the ring and sent us one email asking about it, which we replied to immediately indicating they had it. They never replied, never contacted us again. We called them when they indicated to us the ring would be returned, because we still hadn't heard anything. They hadn't even started the work, and as soon as we called they started it--this told us that they had the paperwork since they could start it immediately, they just hadn't because we had fallen through the gap. As a result, I didn't have my engagement ring at my bridal shower. I spoke to a manager who only managed to get it to me a day before the delayed date we were told when we called. No real apology, no attempt to make this horrible situation better. They tried to claim that the original date, 3 weeks later, that they gave us was an approximate date but they had already said that there was a delay, and you can't have it both ways.
More, they returned my ring back still dirty. It is their work, they made me live without it for a full month, and they didn't even clean the ring? The absolute disregard for customers who spend thousands of dollars on their product and the continuous "gotcha" customer service means that I will tell every single friend who is getting married to NEVER use this company. You may get a beautiful ring, but you will get screwed constantly afterward. I will also be posting on every single place that I can about their terrible service.

We bought a ring from Brilliant Earth less than a year ago. It has broken twice in the last two months and the opinions of two of my local jewelers is that the cause was "manufacturer defect". I asked best suggestions for getting the ring permanently fixed and both jewelers recommended a new setting. Called Brilliant Earth and asked if they could help us pay the cost of the new setting and they said they could only fix the ring and not reset it, but only after assessing the ring and that required us sending it to California (we live in SC). We did not feel comfortable doing this because we knew from several jewelers that it needed a new setting and that it couldn't be fixed. When we asked about a new setting, they told us that we could choose a new one from their website and they would reset it, but that it would cost us money to have this happen. We didn't trust Brilliant Earth to do this, so we opted to have our local jeweler reset the ring and asked if Brilliant Earth could refund us the cost of the original setting. We are still in the middle of a legal battle with them trying to get the cost of the ring refunded so we can afford to have the ring reset in a higher quality setting. This has been an awful experience and all the people we have communicated with EXCEPT Sharon have been AWFUL and so rude to us. Sharon has tried her best to help, but legal is clearly not understanding our position on the matter. We wish we would have saved ourselves the emotional and financial stress and never bought a ring from Brilliant Earth. They just stand by their "high quality" standard and they try to bully customers out of their bad reviews with scare tactics and legal letters.

I live in Texas and could not make it to California to see the jewlery in person, but the entire staff was still nothing less than amazing!!! So helpful with all and any questions that I had, and there were many. When I recieved my rings- I was speechless!!! The beauty of not only the main diamond, but even the accent diamonds was breathtaking! I absolutely love the fact that they are beyond conflict free. I could not be happier! I highly recommend Brilliant Earth.

My beautiful 18 carat gold infinity ring with princess cut diamond exceeded my expectations! It is breathtaking and just so beautiful. Everything about my experience shopping with Beautiful Earth was excellent. The customer service staff were fantastic to deal with via email and kept me updated and answered all of my questions. They were enthusiatic and genuinely excited for me and my purchase. Everything right to down to the finest details including packaging of my ring was professional and beautiful. I am also very pleased to deal with a company that is environmentally and ethically minded. I will cherish my ring forever and can't wait to be able to wear it following my special day! Thanks so much Brilliant Earth!

I highly recommend Brilliant Earth. I purchased the ring from Canada (Edmonton, AB) and am 100% satisfied with my experience. The process was easy, the delivery was spot on, and the customer service was among the best I've had ... and above all else, the quality of the ring for the price was exceptional. I was on a very tight schedule for delivery, so I called Brilliant Earth to see what could be done, and they were extremely nice, friendly, helpful and assured me the ring would be delivered on the day I needed and made me feel very comfortable and confident it would be there as planned. It was delivered almost to the hour as promised. The ring was actually better in person than I expected.

I ended up buying the Platinum Willow Ring with regular leaves w/ a 1.02ct Canadian Diamond. The Canadian diamond was actually cheaper from the US than an equivalent quality diamond from Canada, and I couldn't find an equivalent style ring as beautiful as this one anywhere. I looked, as buying Canadian was my first choice, but I just couldn't pass up this ring. It was perfect and my fiance LOVES it. Every woman who has seen it has been very impressed.

The packaging is very well done, coming with lots of detailed info, a beautiful wooden ring box, and a polishing kit.

Brilliant Earth was an amazing experience for me when purchasing the engagement ring for my now fiancee. Their website was very easy to use, I could build any ring they offered and see multiple designs and pictures, and their diamond finding tools are up to date with the best companies in the business. On top of that, I did quite a bit of research before making this big purchase, and their prices are the most reasonable I found Anywhere! (I would even ask you to see for yourself how competitive their prices are amongst heavy hitter diamond companies like [redacted] and [redacted]). When I completed my selection and found the ring that I knew my fiancee would love, I spoke with a representative on the phone, named [redacted], to arrange everything, and she made the experience easy and wonderful.

She was kind, and interested in me as a person and my relationship with my fiancee much more than just seeing us as customers. She had several options for how we could most easily pay for the ring, and I selected the one that I felt would be the easiest for me. Within just a short time, the purchase was complete, and I was well aware of schedule for the transportation of the diamond, the creation of the ring, and BE's timeline to mail it to me. It arrived exactly on schedule, and [redacted], the rep, promised to send me any updates if anything was off track. The ring was as gorgeous as advertised on their website, and all documents were in order for me to easily insure it through my bank. I would absolutely recommend Brilliant Earth for anyone interested in engagement rings, diamond jewelry, or other jewelry with set precious stones.