Brilliant Earth

I worked with Brilliant Earth 90% remotely where they really took care of me and all of my needs for my en-gagement ring. I enjoyed dealing and corresponding with Heather who always kept it very professional and so extremely insightful. I wanted my core values to be aligned with the company I supported when buying the ring. Very high quality craftsmanship and will likely be returning for wedding bands.

STAY AWAY!!!! DO NOT BUY FROM THEM!!! Worst customer service EVER!!! Once they have your money you are an after thought. They would not refund me for the engagement band I bought from them that had a manufacturers defect. Lasted 10 months before it became warped and cracked. Received ZERO help from brilliant earth. Garbage company, garbage product!!!!

I decided to upgrade my engagement ring and wedding band and I found a diamond I liked at Brilliant Earth so I called & put it on hold. There was a fee to place a diamond on hold which is something that Blue Nile, James *** and High Performance Diamonds all do for free (at least, at time of writing). The fee was $150 for 48hrs or $300 for 6 days. Not wanting to rush, I used the 6 day hold certain I’d find a BE setting I liked.
They don’t price match. I found the exact same stone somewhere else & they wouldn’t honor the price. They also charged me the hold fee 3 times! They told me they made a mistake and ran my card twice but that they would refund the extra charge. What they didn’t tell me was that they actually ran it 3 times. It wasn’t until I looked at my credit card statement did I realize they hit me with 3 $300 charges instead of 1. They did refund both extra charges.
While BE did have some settings I liked, I absolutely fell in love with a setting elsewhere. I cancelled the stone I had on hold and was told the $300 would be a credit to my account that I could use within a year. I wanted earrings too, so within a week, I placed an order for a pair of studs.
They over charged me by $230. I realized this when I checked my credit card & it didn’t match my order. I called and was told that the price of my diamonds was more than what was listed on the website & in the email confirmation I received. After some back and forth, they agreed that they owed me a refund. A few days go by and no refund comes so I call them again. The rep confirms it wasn’t done so send sends the request off to be fixed.
So now I wait for my studs hoping that my troubles are over. I receive them on time and notice another issue (Sept. 19).
They didn’t send me the Gia certificates (2) or appraisal for my item. I call BE again and they explain it is sometimes sent separately. They will have somebody email them to me and mail out physical copies.
I go back to looking at my new earrings & I see a black spot on the post. Then I notice holes where the post meets the setting. The other one is fine so I know this is not normal. I call & set up a return. I receive the return authorization & it states that they will charge $250 for any Gia certificate not returned (the ones they haven’t sent me yet). I send more emails and wait for a reply.
Nobody emails me back about these Gia certs. so I send the studs back without them the next day. Another day passes and still no response about the Gia certs. so I go onto their online chat where a rep tells me that they are no longer going to send them, and that I’m off the hook (Sept 20).
The following day (Sept 21) I get an email confirming again that they are NOT mailing me these documents because I am returning the earrings. While I’m glad to get all of this in writing, the following day I get an email asking me for my address & saying that they are ready to send me the documents. They’ve had my address all along and I’ve had multiple people tell me the certificates won’t be sent, but now they want my address so they can send them. Maybe you can make sense of this, but I certainly cannot!
Sept 22 - earrings arrive back to BE.
Sept 27 - I follow up via chat and they say refund will be issued today It doesn’t get issued
Sept 28 (Sat) - I inform BE that I am giving them until end of business day on Monday to process the refund or I will be contacting my credit card company for a chargeback. To be continued when I know the end of this story...
Sept 30 - Rep says refund was processed on their end today.
Oct 3 - refund received
Other notes:
- Document everything you do with BE. If you are struggling with them over an issue, they may ask you to sign an agreement in exchange for your refund, stating that you will not post a review of them publicly. There are multiple accounts of this on yelp and this is just from the people who didn’t sign it and are willing to speak out. How many people have agreed to these terms and are afraid to tell their story? If you are in this situation, you can open a dispute with your credit card company or try small claims court, instead of signing their agreement. Know your rights: *** - Their faq state that they can make things in different metals (with the exception of silver). I asked about having some earrings made in rose gold that were offered in yellow gold but they said they can’t do this.
- In the return authorization email I received, there are instructions that directly contradict each other. In one section it says that I do not need to return the materials sent with my item and in another section it says that I do. How is anyone supposed to follow instructions that make no sense?

These *** sent me a promo for a “free complimentary gift” with my next purchase. Well, I never got it and have been treated like absolute garbage just trying to get the item THEY PROMISED ME! I’ve been lied to and told it shipped out when it never did, then I was accused of lying about being told (in writing) that it shipped. I finally got a supervisor who said she would handle it, only to never hear from her again. Where’s my stuff???

I purchased my solid gold wedding band from Brilliant Earth some years ago, and have been very pleased with the quality, so I decided to purchase a diamond band for my wife to celebrate our anniversary some years later.
She selected several designs that she liked and based on those, I chose the Viola diamond ring in yellow gold.
The ring we received is beautiful, but after 5 weeks of wear, one of the small diamonds fell out. We ate the loss since the diamond was on the inside face of the ring, but over the next few weeks, two more fell out.
I spoke with customer service and lodged a complaint, and was told to send the ring to back for evaluation. This morning, I received a call with information, and was told that they would offer a one-time repair and refurbishment of the ring, but that in the future, because of the design of the ring, they recommend that she remove the ring before showering, before washing her hands, before going to bed, before any kind of exercise, and before any "repetitive motion task." Apparently, the design of the brackets that hold the small diamonds in place are able to be pried open by this kind of "unrecommended use." No other jewelry we own is prone to this kind of damage or loss.
I am grateful to Brilliant Earth for offering the refurbishment free of charge, but I am frustrated that no mention of this ring's susceptibility is made on the site. Asking my wife to remove her diamond ring a dozen or more times per day in order to complete her daily activities (bike commute, frequent hand washing, daily exercise) is excessive, and it would subject the ring to a significantly greater risk of loss or theft. Fortunately for Brilliant Earth, such loss is not covered by their manufacturer's warranty.
Once the repaired item is returned, we will likely seek an alternative via resale or exchange through another dealer. I will not patronize Brilliant Earth again.

Would give zero stars if I could. My husband and I were married in December. I've always wanted a Brilliant Earth ring. Well, the ring he purchased for me did not live up to my long-held expectations. In less than a month, one of the small diamonds fell out. We sent the ring back and they replaced the diamond. I am very careful with my ring, and only wear it for special occasions, going out to dinner, etc. There are now three small diamonds that have fallen out and I barely ever take it out of the box! Entirely disappointed with our purchase and I will tell everyone I know about our awful experience. This is unacceptable! Do NOT purchase the twisted vine ring. Your diamonds WILL fall out!! Unless you want to stare at a pretty wedding ring in a box!

The best customer service ever!!!! Two words - ***. She made our experience memorable she made us comfortable and she communicated everything so clearly. Out of all of my major retail purchases this was by far the best experience - *** knew her product knew her company’s abilities and she made sure that they delivered. She walked me through the stressful time of purchasing an engagement ring and she was patient she was kind and she treated me like an old friend that was a customer. I’ll never forget how painless she made this whole process and I’ll always remember how kind she was to me when I had to call back and return some earrings after the engagement ring purchase. *** and Brilliant earth will forever be a part of our story and our family history! Thank you so much ***! Sorry this review is a little late but we’ve had a baby since the wedding and time is short!!!! Brilliant Earth is a huge part of our wedding memories and we are so happy to recommend them ( and mainly *** ) to everyone out there!!!

I left this review on consumer affairs as well as I believe this company really needs more recognition for the way they made me feel when I entered their store.
Nothing feels better than going shopping and leaving feeling like a million bucks. I had a modest budget for earrings and was originally hesitant about going to Brilliant Earth because I guess I thought it was only for higher end budgets, however the staff reassured me that we could find something nice with my budget and they were right! They never made me feel like I wasn't good enough to shop there or anything like it. I felt like I was a princess from their service and every time I wear my gorgeous new earrings, I feel the same way.

I made an appointment with *** to look at stones to replace a missing one from a ring that belonged to my mother. I had visited other local jewellers however couldn't find the perfect one. Considering it was to replace a sentimental piece that already existed, I had a very good idea on what I was looking for. I brought pictures of the original ring and Liza spend her time showing me options and we found the perfect stone. Excellent service and I'm thrilled to have my mother's ring restored to the closest thing possible to the original!

Not honoring my order. Ruining my proposal. For an "ethical" store, they seem to be great at bait-and-switch. I ordered an engagement ring from their website, they charged my credit card and sent me a confirmation email. They waited almost a week before calling to tell me that they made a pricing mistake on their website and are not going to honor it. They are now trying to sell me the same ring at a higher price and I can't afford it. In the meantime, I've already shown a picture of the ring to my partner. She's expecting that ring, and I explained that to Brilliant Earth. They offered me a $150 credit, which isn't even half of the taxes on the ring. AVOID THIS PLACE IF YOU VALUE ACTUALLY GETTING WHAT YOU ORDERED. I will change this post if Brilliant Earth tries to fix this.

I bought a pair of diamond stud earrings at the Brilliant Earth store in San Francisco December 8, 2018. A short time after returning home, I discovered that one of the posts was bent. I contacted Brilliant Earth and I wanted to see if I could exchange the pair. During a short phone conversation, the agent explained their return procedure. I mailed the earrings according to the instructions, and we communicated via email throughout the entire time from my mailing to their receipt of my returned earrings. I exchanged pair of earrings arrived via FedEx on January 15th, 2019. I could not be happier with the service

I went to purchase a bracelet for Christmas at Brilliant Earth and I had the most exceptional service and had to come on here and write a review. From the moment I walked into my appointment they made me feel valued and I could not be happier with my purchase and experience.

The website was easy to navigate and I had all the information I needed to make my purchase on the product page and in the FAQs. The only thing I wasnt sure about was the delivery time so I had to call their *** number and the agent was very nice. I made my purchase and received it within their advertised delays. The quality and overall experience was very good.

In August of 2017 my now husband purchased a diamond and ring setting from Brilliant Earth. Less than a year later, and while on my honey moon, one prong broke off of my ring and two others were damaged and the diamond fell out never to be found. Obviously upset, I called Brilliant Earth to let them know what happened and to my surprise they only asked if the ring was insured and when they found out it wasn’t said there was nothing they could do. I insisted that there must have been a problem with the ring because I hadn’t even hit the ring and felt there was no reason for the damage. They told me to send the ring back in and they would look at it. I was reluctant to send the ring back in because I was so off put by their lack of customer service but my husband and I decided it was the right thing to do. Ultimately it was not. They sent a confirmation that they received the ring but that was the only communication until we harassed them for an answer. They insisted the damage was my fault and offered to repair it AT FULL PRICE. I refused to give the company anymore of my money and asked them to ship it back ASAP so I could start the process of finding a jeweler to fix the ring for me (once I bought a replacement diamond). I was told I would have the diamond by the end of the week. I did not get the ring back for over a month and only after more than a dozen calls. I dragged my feet for a while before bringing the ring into a jeweler because the whole situation had left me with such a bad taste in my mouth but when I finally did the jeweler said the damage to the ring was Brilliant Earth’s fault. The basket on the ring was too small for the diamond and as a result when cutting the prongs to hold the diamond they cut them too deep. This mistake caused the loss of the diamond to be inevitable (according to the jeweler, certainly within 2-3 of the purchase, no matter what). I strongly recommend that no one purchases a ring from this company, their workmanship is shameful, and their customer service is even worse.

My fiance and I worked with a sales associate there to design my engagement ring together. They exceeded my expectations and the finished product was simply perfection. The communication along the way was also great. They thought there was going to be a slight delay in production and promptly called me to let me know. The ring ended up coming on time after all and everything worked out. A business that goes this far to satisfy their customers deserves recognition and this is why I am posting this here.

Update 10/30- My God. DO NOT
BUY FROM THIS COMPANY. My ring came today, WITHOUT A CERTIFICATION and had lint stuck to it (witnessed at the un-boxing by two people) AND NONE of the incentive items which I was told would ship together came. This company is a JOKE. Where the hell is my certificate for this stone? What kind of SCAM is this??? BEWARE BEWARE BEWARE. ANY "certified" stone you get that doesn't come with a certificate so you can cross check it with your own jeweler is a SCAM. Their promises are LIES and they are thieves of happiness. This ring is going to a jeweler to get checked out, but given what a horrific experience this has been, with such a blatantly deceptive company it will likely have to be sent back. Please, don't ruin this happy time by giving your money to crooks and liars. I cannot stress this enough. Why this company has waged war against me, I do not know.
10/27- I got a call from a different rep last night, asking how things were going with the process and what she could do to make this situation better. She listened to the entire story and I explained how I think there's a huge lapse in reps doing what they promise they will (even when in writing). In the end she asked what she could do. I felt it was a trap because they never offer anything on their own, but wait for the customer to ask for things. I told her a few times that she should tell me what can be done. In the end, I asked for my package to come sooner and for a metal upgrade but that could not be done. Originally my package was to come 10/31, with a the last rep telling me it would be expedited to 10/29. Emails all showed 10/31, and now it's coming 10/30. We will see!
Update 10/26- I called this morning and a rep was able to send me the correct, complete invoice. I want to believe there was an honest mistake here with the email, but considering I have 24 emails back and forth with one specific rep, it's hard to imagine anyone is that easily confused. The original email was under my boyfriend's email. When we started running into problems we called and had all correspondence go through me instead. It has been through me since, but it appears this invoice was still sent to his email. Let's not get into common sense issues here, but if I was writing with someone consistently I would continue to use that email which was supposed to be updated as the primary instead of reverting back. Just me. But then again I don't make mistakes like this.
My order should be here mid week next week, I will update if it actually shows up or if we have yet another round of problems.
at a glance:
Company has issues with consumer transparency.
Order invoices that have been adjusted will not find their way to you, no matter how many times you waste your time calling.
If you leave a message, do not expect a call back sooner than 8 hours when you are told it will be same day.
Problem escalations will be extremely stressful on the buyer. This company seems to have difficulty getting things done.
"Ethical" company with unethical customer solutions.
By far the WORST company I have ever had the displeasure of purchasing jewelry from. I purchased a stone which I was charged for, then called to find out (days later) when it would ship, and was told it was shipping the next day overnight. Four hours later I get a call that the stone sold to someone else. Now comes the fun part.
This *** company kept my money, told me they would find me another stone, and then tried to get me to lower my standards for said stone. After five days of back and forth I demand they refund me (12k) and they say "well if we find something in that processing time it may sell before your refund goes through." GAMES. GAMES. GAMES. Do not trust any company that tries to keep your money and does not give you a product. My rep changed multiple times because of lack of competency since no one was able to actually help.
Two weeks pass. I find a stone. They claim to work with me to discount the price, as well as some incentive items. I agree. Yesterday I get a shipping notification for the stone without the adjusted price and without the incentive items. I called in the afternoon at 12, got a return call at 7:20 pm when I was at dinner and unable to answer (and unwilling to ruin my meal). In the message I'm told an updated invoice will be sent to me. It's 10am the next day, no invoice has been sent. By the way, this is the same mythical invoice that I was told I would get the day I placed my order.
This company has no transparency whatsoever. They handle situations in the most undignified manner and seem to have extreme problems doing what they say they will. According to the message from today, my order will ship with my incentive items and be at the adjusted price. I will update my review as this 3 week long situation continues to ruin my life.

I absolutely loved my ring as soon as my fiancé proposed with it. I was extremely careful with it, taking it off before exercising, cleaning, sleeping, showering, etc. I was extremely disappointed after only wearing it for a month and a half that am accent stone fell out. Luckily we needed to send the ring for resizing so the timing worked out. I will still uneasy about the fact that I took such great care of my ring and this soon in the ring already isn’t holding up when it should last me a lifetime. The representative that took my ring told us not to worry it would be fixed and back to me in 2-3 weeks. 4 weeks later my ring was returned to me. I went the first week hearing nothing until I started calling around to even find where my ring was. Once it made it to headquarters I was told 2-3 weeks for repairs and once again told nothing until I checked back in. Finally the week came for my ring to arrive and we received a call it shipped stating we would get an email with a tracking number. That email didn’t come until 10pm when the ring was already on a plane thankfully headed to the correct address. Luckily I did receive the ring back in great condition and perfectly cleaned but I am still worried and reading all the other reviews about diamonds falling off this is not the end of our repair history. Fingers crossed this is the one and time and if it is not the BE will stand behind their product and fix it.

My wife and I had the best experience with Brilliant Earth. We first purchased a platinum and diamond engagement ring a few years ago which my wife absolutely loves. I thought the staff was engaging and helpful and made an intimidating subject approachable and easy. It was an easy call for us where to shop once it was time to get wedding bands. The service was once again impeccable and even though we cut it close to our wedding, the bands arrived exactly on time in a beautiful presentation box. I'm not really much of a jewelry guy myself but I like the weight of my platinum ring on my finger and the look of the patina after wearing it for a while. We celebrated our anniversary and my wife has been wanting diamond earrings for a long time so I decided to surprise her with a gift from Brilliant Earth. Once again the staff was extremely helpful and provided a recommendation to complement the look of her engagement ring and wedding band and even match the diamond I chose for her engagement ring. My wife loves them and her sister has commented several times how much she likes them as well so I'm guessing that Brilliant Earth will be earning her business soon too.

Brilliant Earth is definitely the place for someone serious about diamonds. My fiance and I were looking for the perfect stone for me, and after much research, we found BE. We are a couple of hours away from their nearest showroom but we decided to make an appointment and visit them in person. I’m so glad we did! We had a lot of specific preferences for the diamond we wanted and they were able to bring in options that fit perfectly but it took around 1-2 weeks. Since no other jewelry store was able to show us any diamonds in person remotely close to our specifications, we were fine to wait.

The jewelry specialist who hosted us (I think her name was Jasmine) was very knowledgeable and friendly. She wasn’t pushing for a sale but the quality of the diamonds and the settings spoke for itself. We were also able to look at some alternative stones to compare the differences in characteristics and confirmed that we were making the right choice. I didn’t have a particular setting in mind before we visited but they also have a great selection for these and I found a great classic option that suits me perfectly. This style also had a perfect matching wedding band and we were happy to order that at the same time so that we would have the matched set. We felt really great getting a fantastic diamond (and setting and wedding band) at a great price, and I’ve been happily sending my friends to them.

My fiance bought my engagement ring from Brilliant Earth and it is absolutely perfect! He chose a setting with some smaller accent diamonds around the main center diamond, but substituted those small diamonds out for sapphires (my birthstone!), making my ring unique but very still elegantly styled. They provided my fiance with great service and the ring was delivered on time and exactly how he wanted it, and once I saw the ring I realized it was exactly what I wanted, too! They also had great customer service and response time when we were talking to them about a resize (my fiance ordered it a little too big for my finger - obviously not their fault). Highly recommend that you check them out! We plan to order our wedding bands from Brilliant Earth as well.