Good Wok

I ordered a custom engagement ringIt arrived with a large crack in the largest diamondas did the replaced diamond they sent meI first reached out to Brilliant Earth in person at their LA branch in March of to see about ordering a custom designed engagement ringOn 7/27/15, I emailed their rep, [redacted] , "I'd like to move forward with my ring design"We continued corresponding and on 8/17/I agreed to order a custom ringCredit records show I was charged $5,on 8/18/and I received a receipt by email on 8/20/to that effect (order # [redacted] )Over the next few months I struggled to get their designers to understand very clear diagrams, spending hours clarifying in emails how the designs were amateurish and incorrectFinally on 10/26/15, via email, I gave [redacted] my approval on the third set of CAD designs they sent me, confirming that I wanted to begin casting/manufacturing the ring designOn 11/9/15, I received a shipment confirmation and FedEx

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 FAQsThe only thing I wasnt sure about was the delivery time so I had to call their [redacted] number and the agent was very niceI made my purchase and received it within their advertised delaysThe quality and overall experience was very good

I purchased an engagement ring through Brilliant Earth and I cannot believe how terrible they have treated meI spent 13,000+ here and they did the following: 1.) I originally purchased a diamond that was a bit too small and sent it in for a replacementOnce they received the old diamond they preceded to charge me $for a certificate fee that they never sentAfter multiple calls and emails were ignored I finally reached a very snarky "customer service" representativeHer name is [redacted] She said she would assist with relieving the charges but ultimately ignored all of my follow up emailsThen I was sent too another customer service representative and her name was [redacted] She too proved to be incredibly inefficient at her job and rude2.) I was given the date of the 25th and the day before was told that the replacement diamond I picked out was defectiveSo you put a defective diamond on the internet? So they preceded to tell me that they have a diamonds that I can pick from and if I chose any diamond outside of that group that I would have to wait longerNow, this is after they had my diamond for a monthSo I chose one of the four and they refused to send it to me on the correct date and are now making me wait for basically another monthThey refuse to help with their customers, they lack attention to detail which is important in the diamond business, and they ultimately will rob you if given the chance (as seen by the certificate issue)Fix yourself Brilliant Earth

I have just received my engagement ring from my boyfriend (now fiancé!!) and it is absolutely beautiful! I designed the ring on Brilliant Earths website and it is everything I had hoped for and more! Thank you again SO SO SO MUCH! [redacted] from customer services was also extremely helpful!

Please see the email below that I wrote to the CEO [redacted] Co-Founder of Brilliant Earth last Friday 8/18/The email tells the story of my issues with the company in extreme detailWe have yet to get a response, yet to get a completion date on the ring, [redacted] have not gotten any word on a resolution or [redacted] Thank youHello [redacted] Eric, I am regretfully writing you today because my new fiancé [redacted] I have unfortunately been put through the ringer by your companyWe started out knowing that we wanted to go with Brilliant Earth due to very obvious reasonsThe company has a great reputation, high end / quality products, an admirable mission, [redacted] what we assumed would be unparalleled customer serviceSadly, what started as a wonderful experience turned into a joke of an engagement very quicklyEarlier this year we started off by visiting your Chicago showroom [redacted] were met with the wonderful customer service [redacted] professionalism that one would expect from Brilliant EarthThe staf

TL; DR - Poorly made products; center stone has loosened 3x in months - No integrity/fraudulent smug, aloof, incompetent, and unethical- Company does not stand behind products EVEN WITH their Protection Plan; If something goes really wrong, Good Luck! Several weeks ago, I was contacted by BE because I wrote a negative, but truthful review about the poor craftsmanship of their products They asked me to remove the review in exchange for resolving my problemAs soon as I took down the review, they strung me along for weeks and eventually renegged everything that they had promised [redacted] *from the Boston office has actually threatened not to fulfill their contractual obligations under the warranty if I re-post a negative reviewHere is my honest review of Brilliant Earth: My husband was hesitant to purchase a ring from BE because there were a handful of negative reviews on [redacted] questioning the craftsmanship of BE jewelryHowever, he was assured by the sales rep that he had nothing to worry about and that BE’s practice was to always allow customers to renew the warranty plan (which expires every years)I’ve worn my ring since June In the months that I’ve owned my ring, my solitaire diamond has become loose 3xI take very good care of my ring; I take it off whenever I exercise, sleep or showerI even followed their protocol and have the ring examined every months- but still, the ring continues to fall apartThe moment that I realize a stone is loose, I take it to BE for repairOnce it’s in their hands- it takes 3-weeks to get it backFor us, this happened twice during important moments of our engagement 1) Dress shopping and 2) Two weeks before my wedding (I got my ring back hours before I left for my wedding)This adds a lot of unnecessary stress to what is already a very stressful timeThe last time I took it in for repairs, I dropped it off in the SF officeAfter waiting weeks for my ring with no updates, I get an email with a tracking number and it shows that it was sent to an unauthorized out of state addressI sent an email marked URGENT, asking them to fix the situation so that my ring would not go an authorized address- no one respondedInstead, I spent hour on the phone with FedEx at midnight getting them to return the shipment to senderI never received a response acknowledging what had happened, let alone an apologyGiven my lackluster experience, I wrote a review on [redacted] on 8/7/so that other people would realize how horrid it is to be stuck with a malfunctioning BE product and deal with their careless customer service teamI was soon approached by several employees from various offices around the country asking that I remove the review in exchange for promises to fix the situationI removed the review in reliance on a number of promises made by BE [redacted] from the Denver office said that BE would at a minimum agree to renew the warranty plan in perpetuity [redacted] *from the DC office made the same promise, and also offered the option of exchanging my ring for a new diamond and setting on favorable terms (apparently there are frequent issues with the Petite Prong Setting that no one disclosed when the ring was purchased) [redacted] and I selected new stones, which she told me would be available for viewing at the SF office with [redacted] I left work early to go to the appointment with Tim only to learn that the stones weren’t there and the entire meeting was a sham to get me to remove my reviewWhen I showed up, Tim told me that BE would not be making good on any of the promises it had madeNo one had the courtesy to tell me they would not honor their promise and they felt that it was completely acceptable to waste my timeA telephone call a week later with [redacted] (Boston office) confirmed that BE was simply not going to do anything they had promisedThe best they could offer is to charge us $5,for an expensive stone upgrade that I didn’t even want [redacted] also made clear that if I reposted a review BE would not renew the warranty plan as promised and would not even abide by the terms of the current warrantyIn short- stay as far away from this company as you canBE has zero integrity as a company and they do not stand behind their productsTheir customer services is inattentive, smug, aloof and incompetentLooking at other reviews, it seems that they have a pattern of bribing customers to remove negative reviewsDo yourself a favor and learn from my negative experience, this is not a company that you should buy a “lifelong” product fromIt’s truly disheartening to have a product as meaningful as an engagement ring tarnished by such a reckless company

I could not image a worse experience for my engagement ringI fell in love with the ring online, and told my then boyfriend about itI REALLY wish I would have just taken a photo of the ring for a local jeweler to make for meEven though I had my ring size measured, the salesman convinced my boyfriend to go for a larger size"It's easier to downsize the ring than upsize" is what he was toldBut what he didn't tell him is that I would have to ship my ring off for a month to get it resizeddays after I got the ring back, a band diamond FELL OUTAs upset as I was, I agreed to have it shipped off for another monthWhen I finally got it back--it looked offThe diamond they replaced was slightly smaller than the original and it made the band look unevenI took it to the showroom where the lady measured the diamonds and confirmed it was smallerShe advised we send the ring back yet again and request the ring be remadeShe warned that the company would probably deny our request and that we should threaten to return the ring in order to get it approvedAnd that's exactly what happenedThey didn't want to remake the ring and that's when we had the displeasure of dealing with [redacted] in ChicagoShe wanted us to sign a non-disclosure agreement that basically said the ring would be re-made one last time, (at the company's quality discretion) and that we could not tell anyone about our experienceUp until that point, the quality had not been satisfactory so we did not agree to the termsWhy would we trust the company to do a good job when we no longer had any means to get them to help us? We really wanted a jeweler that we could develop a relationship with--one that would be proud of his work and make quality pieces, and this was just the oppositeAs much as I loved the ring, I couldn't help but notice the imperfections every time I looked at it We decided to request a refund and start overAs frustrating as the process had been up to that point, it got ten times worse [redacted] was unable to send more than one e-mail a day, promised to follow up on certain days and then didn't, disappeared for awhile without any response due to an illness, and was just constantly delaying any progress to come to a resolution with the common reply being "policy" reasons"Policy" stated that we couldn't return the ring because it had been more than daysBut how can that be when they had the ring almost the whole time? Then we agreed to just get the main diamond sent back loose, and BE keep the bandThey sent another non-disclosure agreement that again said we can't share our story, we would get the diamond back, and the refund for the band--but not taxes and insurance paid on the bandWhen my fiancé asked why we wouldn't get the full refund, they again stated it was policy about the day limit"We can't give you the full money back, but we can give you earrings or a bracelet instead" was [redacted] responseWhen we told them to forget the deal and just send us back the ring, they sent us an amended NDA and it included returning the taxes and insuranceWe were beyond done at the [redacted] they were pulling with us at every attempt to rectify the situationCompanies involved with something as important as this piece of jewelry should not be able to get away with such terrible customer serviceWe ended up contacting the showroom and having them reach out to their San Francisco location to just send the ring backWe didn't even want to ask [redacted] (the "top of the top" customer service expert) for fear of what "policy" restriction that would followI got the ring back in the mail yesterday, 9/6/We had been dealing with this since MayPLEASE PLEASE PLEASE learn from my mistake and take your hard-earned money to someone who actually cares about their customers and the quality rings they create

Brilliant Earth is definitely the place for someone serious about diamondsMy 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-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

DO NOT BUY FROM THIS SITE I agreed to purchase a diamond only to be told DAYS LATER that it was "unavailable" They tried to upsell me a couple hundred dollars to another diamond and suddenly all listed diamonds on the site were $more expensive than what I had agreed to purchase The day after I cancelled the order the "unavailable" diamond was magically available again LOL, THIS AN EXTORTION SCAM!!!

I purchased an engagement ring from this company and could not be more pleased with the end resultThe product I received is absolutely gorgeous and my fiancé fell in love with it immediatelyThe ability to easily make a custom piece of jewelry gives you comfort in knowing it will be the level of quality that you desire and the ethically sourced stones and recycled metals provide additional peace of mindFurthermore, my experience with customer support throughout the purchasing process has been stellar and it truly feels as though they treat you like their most valued customerI have been raving about this organization to friends and family since I made this purchase, and once they saw the final product they were as excited about it as I wasThank you for helping to keep this process as smooth and easy as possible!

I love my Brilliant Earth ring! I had a very particular design in mind so was so excited to see the finished product which was even more beautiful than I could have imaginedI'm a little concerned that I can't stop staring at itIt got a lot of love on insta as wellEveryone we've worked with at Brilliant Earth has been super friendly and helpful and incredibly patient with my questions and instructionsI already have a design in mind for the wedding band so we'll be back for that soon!

Excellent all aroundThe customer service was friendly, helpful and promptly replied to my queriesI was surprised to find a company with such a commitment to ethical jewelry and sustainabilityMy partner said yes, and, she was extremely happy with her ring and Brilliant EarthI'm happy to recommend Brilliant Earth to friends and family

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

We purchased my fiance’s engagement ring and wedding ring from Brilliant Earth and have been very happy with both rings A friend of my fiance’s recommended that we go with them after we looked at many other companies and weren’t happy with their offeringsWe were very impressed with the quality of the designs and my fiance’ was excited that she could make some changes to the style to suit her preferences Overall, the process was pretty painless and the rings actually cost less than I was budgeting The service was great and we got both orders on time I got the size wrong on the engagement ring but the resizing was pretty easy as well They provided a shipping label to ship the ring back to them for free and they even cover the insurance on it My fiancé has been wearing the engagement ring for about years now and even though she isn’t the most careful with it, the ring still looks great The wedding band is a perfect match to the engagement ring and we both think the rings look great together

Brilliant Earth delivers the goods I was referred by my friend John who bought an engagement ring from there and had great things to sayI visited the showroom in San Francisco and it was so much better than every other jeweler that I've seenBeautiful rings with great service and pricing was much better too Best of all, my fiance really loves her new engagement ring Thanks to the Brilliant Earth team for making this easy!

I ordered a loose diamond and was charged in full yesterday, with a delivery date of 4/ Today I was informed by the SanFrancisco store that there would be a delay in shipping, because the diamond was being sent from another location to SanFrancisco for final inspectionI asked where it was being shipped from and the salesperson didn't knowI commented that Fedex ships overnight, so it's hard to believe there would be a significant delayThere was no logical explanation, and I've been told several times, that they own all of there diamonds, but they are at different sitesI cancelled my order, because I don't like the fact that neither the person I talked to in SanFrancisco, nor the original salesperson in Boston are able to give me a location of the diamond, for which I paid over $16kThere was lack of care or concern for my business, and no viable explanation for the delayMost businesses don't charge for an item until it is shipped to the customerI will await the refund, and follow up

I love my ring! My fiance proposed with a gorgeous Brilliant Earth oval diamond in rose gold setting with pave diamondsThe diamond may be the most beautiful diamond that I've ever seen and the setting is perfect for my fingerI can't stop looking at it and have caught strangers doing the same Even the wood box that it came in was gorgeousThanks Brilliant Earth!

I received my ring and it was beautiful, but the customer service I have received since has been absolutely horrificIt was not clear in the materials enclosed with the ring that getting it sized at another professional jeweler would remove the warrantyI 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 fineWorse, 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 itThey never replied, never contacted us againWe called them when they indicated to us the ring would be returned, because we still hadn't heard anythingThey 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 gapAs a result, I didn't have my engagement ring at my bridal showerI spoke to a manager who only managed to get it to me a day before the delayed date we were told when we calledNo real apology, no attempt to make this horrible situation betterThey tried to claim that the original date, 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 waysMore, they returned my ring back still dirtyIt 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 companyYou may get a beautiful ring, but you will get screwed constantly afterwardI will also be posting on every single place that I can about their terrible service

My ring is just stunning! We spent months looking for the perfect ring and probably visited a dozen stores and looked at hundreds of settings and diamonds before finding the perfect set at Brilliant Earth Everyone we talked to at Brilliant Earth was friendly and supportive and not at all pushy unlike the other stores we visited I got the sense that they really cared about finding the best option for me instead of just trying to make the sale We really liked that they seem to spend the time to curate their collection Several of the stores we visited either had hundreds of almost identical and boring settings or were so called luxury brands that had only a handful of styles and nothing to offer to allow us to make it unique and our own Brilliant Earth had interesting and unique styles with enough of a selection to give me good options to consider The diamonds also seemed really well chosen They have thousands on their website but invest the time to recommend specific options that are really beautiful and well cutI can't believe how much my diamond sparkles! The prices were also very attractive compared to the other stores where we shopped but I like that the prices are set so we weren't worrying about whether we had negotiated the best price The store experience was also quite unique as they have an upper floor showroom where you can schedule an appointment to look at your choices with one of their jewelry experts The experts were very knowledgeable compared with other places we shopped and didn't rush us at all while we considered our options The store itself was serene and calming, almost like a spa Like the jewelry, the decor was well chosen and wasn't laughably opulent or cheesy like other storesI guess it doesn't surprise me that a few of my friends also have rings from Brilliant Earth I also think there mission is pretty coolI'm not the greenest person in the world but it's nice to know that my ring is coming from a good place and this company is also giving backOverall I couldn't be happier with my experience with Brilliant Earth

I absolutely loved my ring as soon as my fiancé proposed with itI was extremely careful with it, taking it off before exercising, cleaning, sleeping, showering, etcI was extremely disappointed after only wearing it for a month and a half that am accent stone fell outLuckily we needed to send the ring for resizing so the timing worked outI 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 lifetimeThe representative that took my ring told us not to worry it would be fixed and back to me in 2-weeksweeks later my ring was returned to meI went the first week hearing nothing until I started calling around to even find where my ring wasOnce it made it to headquarters I was told 2-weeks for repairs and once again told nothing until I checked back inFinally the week came for my ring to arrive and we received a call it shipped stating we would get an email with a tracking numberThat email didn’t come until 10pm when the ring was already on a plane thankfully headed to the correct addressLuckily 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 historyFingers crossed this is the one and time and if it is not the BE will stand behind their product and fix it