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Brilliant Earth

26 O'Farrell St. Fl 10, San Francisco, California, United States, 94108-5832

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Reviews Jewelry Stores, Diamond, Jewelry Designers Brilliant Earth

Brilliant Earth Reviews (%countItem)

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.

The fact that Brilliant Earth uses recycled precious metals for their pieces is something that was really interesting to me. A lot of other companies don’t provide such details.

Fantastic service offered by the team at Brilliant Earth. They made it soo easy to find exactly what I was looking for. Would highly recommend to anyone looking for assistance when selecting a custom piece!

For me, going through Brilliant Earth to get my fiancés first engagement ring was hell. So hellish, that we threw it away and started off with a new company that actually respects its customers and product.

Customers Service: They have the worst customer service I have ever experienced. They’re super helpful when it comes to taking your money, but as soon as you start having questions or concerns no one will help you. During the disaster of an attempted refund process I received conflicting answers multiple times and ended up being put on an “urgent call back list” for over 4 days! They told me I would be called back in LESS THAN 24-48hrs. I thought there was some mistake and tried to call again to speak to a manager, but they all gave me unclear, rude answers and hung up on me. This nightmare continued on for over a week before I finally got an honest answer over an email.

The Product: Believe it or not, my fiancé and I ended up being very happy with how the engagement ring turned out. It was beautiful. I say was, because less than a month after getting it, it was completely bent and broken. It’s little wonder they don’t guarantee their products, they're cheap second-rate products that break almost immediately. After this happened my fiancé and I went to Diamond’s direct to get a new setting for her engagement ring. Not only did Diamonds Direct discount her new setting after they heard about the disaster, but they fixed the bend in the Brilliant Earth setting and cleaned it for free so that she could continue to wear a ring while we waited for the new one to be manufactured.

Warranty: They do NOT guarantee their product. They say they do, but read carefully. They only cover the ring if “damage to your purchase is due to manufacturing” and “if the damage is warrantied,” which means any damages that may have occurred to your purchases are totally subject to their opinion, regardless of how the damage occurred! On top of that you have to pay $50 dollars just for them to look at it (which you may or may not get back) and if they decided it’s not a manufacturing error you have to cover all repair costs yourself. You also have to wait weeks for the item to get to and from them via shipping. Diamonds Direct, as noted above, cleaned and repaired the ring in less than a day and for free after we showed it to them; keep in mind that it wasn’t even their product.

Other Companies: Brilliant Earth advertises their produces as conflict free, unless you’re unlucky enough to decide to buy something from them. After this disaster I went to Diamonds Direct and Jared to compare and to hopefully buy wedding bands and a new setting for my fiancé. The experience was amazing! We got to talk to people face to face, they showed me all their best options in store (not online), and they were completely transparent about their refund policy, down payments, 0% interest payment plan, and so on. We ended up going with Diamonds Direct because they fully guarantee their product and will do free repairs and cleaning regardless of how said damages occurred. As noted above, they also offered to clean and repair the engagement ring we got from Brilliant Earth absolutely free even though it was not their product. This kind of commitment and kindness towards one’s customers was something that was absent from Brilliant Earth, and I hope they can learn something from their competitors after reading this review.

Summary: Please do not buy from Brilliant Earth. Save yourself the pain and grief I had to go through. There are so many other amazing companies out there that stand by their product and customers and I highly recommend you go check them out. I loved my experience with Diamonds Direct and Jared, and I’m sure there’s others out there that would’ve helped us too. Brilliant Earth is a headache of a company and I regret ever doing business with them. I was scammed, and I hope you’re not too.

On May 7, 2020, I left a review about Brilliant Earth that they did not deliver an IGI grade report for a diamond I had purchased. The IGI grade report was finally delivered. Thank you.

I tried to order a ring from brilliant earth for an engagement. I gave myself ample time (6 weeks) according to their website and I confirmed with a representative from the company the ring would be ready before placing the order. The ring was set to arrive 2 weeks before but the day before the shipping date, a month after I placed the order, the company finally contacted me to tell me they didn't have the diamond in their possession and didn't know when they would. They sent me some other options that they said they could have ready in time but I did not find them comparable to the diamond I had spent weeks and hours selecting. They offered to send out a "showroom" piece until they had possession of the diamond. When the showroom ring showed up only 3 days before the engagement it was undersized and not even the same ring design. I tried contacting the customer support member that had convinced me not to cancel the order and try to source the ring locally but instead go with the showroom ring but he has not responded to multiple emails or calls. needless to say they ruined the engagement I planned on a romantic getaway and still have my money tied up so I can't even purchase another ring. Use another company like

Brilliant Earth owes me a grading report for a diamond I purchased from them. They have not responded to my numerous requests for the grading report. I will be forced into spending money ordering a duplicate report from the IGI. I won't shop with Brilliant Earth anymore. The fact that they remain unresponsive should be a warning to others.

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.

I purchased a diamond and setting in January 2020. Within 2 weeks of receiving it, a local jeweler found that some accent diamonds were loose, I contacted Brilliant Earth and they paid shipping back to them for inspection where they did find loose stones. They offered to repair and reinforce the defect and the ring was returned to me in about 3 weeks. Less than 2 weeks after receiving the repaired ring back, I noticed an accent stone was missing—the same stones that they claimed to have repaired. Either the repair was not done or it was not done well. For a ring I expect to wear for decades, I haven't been able to wear it for 2 weeks without an issue.

I have attempted to contact Brilliant Earth twice regarding this (once on 3/19 and once on 3/22) and have not received a response. I would like to have this ring repaired at a local jeweler since I was sent a defective product originally and then the repair was not completed as noted.

She loves the ring. But the “free” Earrings never showed up. Contacted them they said they come separately it’s now been over 3 and half months with no update or contact.

Everything about the ordering process and customer service was flawless. After receiving a tax refund, I decided to splurge on a jewelry gift for myself. I ordered a "create your own" ring - the Imogen in yellow gold and a half carat lab diamond - online through Brilliant Earth's website. I promptly received a confirmation email and then again an email when my ring was in production. The finished piece is much more beautiful than online! I also love their ethical and environmental mission, and hope to purchase from Brilliant Earth again in the future.

I love working with Brilliant Earth! I purchased my replacement wedding band here. It was very emotional as I lost my original wedding band that had sentimental value. The representative I worked with was so understanding and helpful. She was patient and did not rush me. I also learned that Brilliant Earth uses recycled metals and gives 5% of their profits back to areas negatively impacted by the mining industry. This sealed the deal and made me want to move forward with the company.

The process after purchase was seamless! I think it is so cool that each ring is made to order. My ring arrived about two and a half weeks after I ordered it.

I have since gone back and purchased a few pieces of jewelry for my wife, including the Silver Opal Stud Earrings and the Juniper earrings. They are stunning and my wife absolutely loves them!

My wife and I are expecting, and I can’t think of anyone else I would trust to purchase my wife’s push present from!

I have purchased from Brilliant Earth multiple times and have never been disappointed! I have ordered an engagement ring, custom wedding band, and a few necklaces & earrings for loved ones. Needless to say, every time the quality has been far superior to any other jeweler I have visited. Their staff is friendly and efficient. I feel like I am the only client in the world! I will continue to shop here for years to come. I won't trust my experience to anyone else. Plus, it is all beyond conflict-free. I don't have to worry about my purchase in any capacity. I HIGHLY recommend Brilliant Earth.

I got engaged on December 25th, 2019. It’s Mar 6,2020 and I still don’t have a wearable ring. Jan 7, 2020 sent the ring back for sizing. We ordered a 7.5 but 3 local jewelers show me it’s a 7.25, BE insists it’s a 7.5. I need a true 7.75. I mention to BE that I have a crooked prong that’s catching, they have me send it in to the repair department. After the 10 days of “analyzing” they so oh I’m so sorry your original order didn’t go through QC *** we will fix this right up in 2-3 weeks. Fast forward those weeks we get a call, your setting is totally bad we have to scrap it and start over ***, 2 more weeks. Finally the week comes I’m getting my ring back yay! Oh another day delay. Finally get tracking for my Saturday delivery, of course they sent it to my office when I explicitly gave them my home address for the shipment. I guess me and my fiancé will spend our Saturday driving 22 miles from our house to pick it up at a Fedex hub. I finally have my ring (even though it’s a little too big now, a true 8)! Whatever I don’t care, I LOVE it. 6 days later I am doing laundry and hit it, stone becomes totally loose. I’m devastated. I take it into my local jeweler, and they say, we’re not surprised, these prongs are so thin they look like this ring is 10-15 years old. This setting was not built to last or house that diamond. BE refuses any refund (only asking for the $690 for the setting) until they get the whole ring back. Given the length of the previous process and lack of workmanship we will not be sending anything back and we will be moving forward empty handed (pun intended). God I hope this diamond is at least real.

My husband and I were on vacation in Cali and visited their location and were wowed by the exceptional service and the excellent quality of their merchandise. The sales associate took her time to educate us on the diamond industry and just how awesome Brilliant Earth is- it seemed like she was genuinely excited to tell us about it, which made us excited too! The collection is timeless and beautiful. She respected our budget and we left with a new pair of earrings which I'll treasure for years to come. It will remind me of my fond memories of our trip and just how exceptional the service was at this lovely boutique. I'll keep a lookout for Brilliant Earth locations on my next ventures. Just excellent!

They make you sign an NDA promising not to post any negative reviews on social media, that should be the first red flag. Terrible customer service, they do not care at all about customer satisfaction.

I have loved working with Brilliant Earth. Every step of the way has been hassle-free, and the representatives I worked with have been courteous and helpful. I received my two rings in really pretty wooden boxes, which I wear daily. They are right-hand rings - one is a wedding band style with delicate diamond accents, and the second is a hot pink sapphire set in a solitaire. Even though the wedding band style is delicate, it feels sturdy and something I will have forever. I have my eye on a lab-created diamond tennis bracelet and hope to purchase that soon as well. I have really appreciated the personal attention I received from the moment I reached out to receiving the rings, to then calling in to inquire about resizing. I can't wait for my next purchase. Thank you Brilliant Earth for making me feel so excited about my investment!

I purchased a loose diamond from Brilliant Earth to use in my engagement ring. I was able to find the combination of characteristics within my price point easily. I ended up purchasing a lab created diamond in order to be able to get a larger, more colorless diamond for less money and I'm happy with the choice that I made. It is definitely as sparkly and pretty as an earth diamond and costs a lot less and has a lower environmental impact, which is important to me. This was my biggest purchase from Brilliant Earth, but I have also gotten a few "fun" pieces including a cheaper ring and a gift for my mom. We both wear our fun pieces almost every day and my mom constantly tells me how much she loves her necklace from Brilliant Earth (twist pendant).

There would be many more negative reviews for Brilliant Earth, but in order get a refund they force you to sign an NDA. Luckily, I had insurance, so I can share with you all the horrible, dragged out experience my fiancee and I went through after they broke our diamond.

We bought a ring, they chipped it during resizing. They kept my money and the ring for over a month while attempting to force me to pick an alternate ring from them (I was just requesting a refund for the amount I paid). Throughout the process, the multiple "customer service reps" I kept getting connected to always told me they were unable to email any pertinent information on my case (as they do not want a paper trail of their horrible customer service).

Luckily, I bought insurance before this ordeal and finally received a refund via my insurance company over two months later. Eventually, I purchased a far superior ring for my fiancee from a local mom & pop store, and I strongly suggest you do the same. Buyer beware.

Absolutely horrendous experience. Brilliant Earth chipped my engagement ring during the resizing process, took days to tell me despite multiple attempts to contact them, and refused me a refund if I didn’t sign an NDA. I never received a refund, and they also never returned my damaged ring to me. This goes way beyond poor customer service. My fiancée and I were given the run around and lied to for over a month. Highly recommend you take your money elsewhere.

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Address: 26 O'Farrell St. Fl 10, San Francisco, California, United States, 94108-5832

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