Complaints

This profile includes complaints for Brilliant Earth, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brilliant Earth, LLC

  26 O'Farrell St. Fl 10 San Francisco, CA 94108-5832

  
• 

  Brilliant Earth, LLC

  7863 Girard Ave Ste 303 Suite 303 La Jolla, CA 92037-4227

• 

  Brilliant Earth, LLC

  3332 Cadys Aly NW Washington, DC 20007-3530

• 

  Brilliant Earth, LLC

  38 Newbury St Ste 603 Suite 603 Boston, MA 02116-3213

• 

  Brilliant Earth

  8797 Beverly Blvd #206 West Hollywood, CA 90048-1892

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my now wife an engagement ring from Brilliant Earth back in 2023. I purchased the optional lifetime warranty that included repairs and cleanings. Since then, the main stone of the engagement ring has become loose many times. It became loose last month in May and we sent it in. That was May 7 and it is now June 14. They are unable to give us a firm timeline on when the ring will be returned to us and have pushed back the return date 4 times. It was initially May 22, then May 28, then June 12 and its now June 18 but they say thats the earliest it will be returned. It does not take a month and a half and counting to tighten the prongs on a ring. My wife just wants her ring back.

  

  Business Response

  Date: 06/19/2025

  The customer placed an order for an engagement ring and 3rd party Extend warranty from Brilliant Earth on 12/27/22; their order was fulfilled. On 4/29/25, the customer contacted Brilliant Earth to request a repair evaluation. The ring was evaluated and it was determined that the ring was not able to be repaired and required a remake. The customer filed a claim through Extend (3rd party warranty company) who covered the repair.  Due to unexpected manufacturing delays, the estimated delivery date changed and the customer was notified. The ring was remade and is available for the customer to pick up from the Brilliant Earth showroom; which should satisfactorily resolve the customer’s concerns. 

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23468466, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  John Macri

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10 May 2025 I paid Brilliant Earth (order #***********) CAD ******** via ****** for a 1.04 Carat, Round, Super Ideal Cut, D Color, VVS2 Clarity Diamond and a free Silver Lab Diamond Studs (1/4 ct. tw.).Brilliant Earth emailed a ***** shipment confirmation on 21 May with tracking #************ and an estimated delivery window of 2125 May 2025.Non-delivery: Since 5 Jun the tracking page shows Ready for pickup Terrebonne, **, yet the designated Staples pickup point (590 ***** des Pionniers) confirms daily that the parcel never arrived. ***** support says the package is probably held in customs and shows both Exception and Duplicate results in its records; no timeline is available. As of today (12 Jun 2025) the status remains Pickup Pending and I have never been offered the chance to sign for or collect the box.Sellers response:Between 28 May and 11 Jun I used Brilliant Earths live chat and phone support at least six times. Agents acknowledge a customs hold and say an internal investigation with ***** is open, but they cannot promise a delivery date. No refund has been offered.On 10 Jun the company phoned me asking that I withdraw my ****** dispute / chargeback even though the goods are still undelivered; I declined. They repeated the request by email on 11 Jun.Nature of the dispute:Brilliant Earth has failed to deliver the merchandise within a reasonable time (now 18 days past the promised window) and is pressuring me to give up payment-provider protections while the order is still missing.Steps already taken: Opened a ****** Item Not Received case on 10 Jun. Visited the pickup location in person on 5 Jun, 6 Jun, 9 Jun and 10 Jun; staff confirm no parcel. Provided Brilliant Earth with screenshots, tracking links and written summaries each time.

  

  Business Response

  Date: 06/19/2025

  The customer placed an order for a loose natural diamond from Brilliant Earth on 5/10/25. Brilliant Earth shipped the order via FedEx (Tracking #288845246020) The order showed delivered and signed for by the customer on 6/9/25. Brilliant Earth received noticed that the customer filed a payment dispute (chargeback) with their financial institution on 6/10/25. Brilliant Earth called the customer and the customer claimed they did not receive the item but would go back to the shipment location to attempt to pick up the order. Brilliant Earth called and email the customer on 6/14/25, 6/17/25 & 6/18/25 and we are pending response at this time. Brilliant Earth remains open to assisting the customer with any further questions or concerns. 

  Customer Answer

  Date: 06/20/2025

  Complaint: 23464182

  
  I am rejecting this response because:
  - No delivery has occurred. FedEx tracking #288845246020 still reads “Pending
  pickup – Terrebonne, QC.
  - I have visited the designated FedEx pickup location (Staples, 590 Montée des
  Pionniers, Terrebonne) repeatedly—5 Jun, 6 Jun, 9 Jun, 10 Jun, 11 Jun and
  almost daily since—and staff confirm the parcel never arrived.
  - The original FedEx pick up notice is still in my possesion, demonstrating that I
  have never collected the shipment.
  - Brilliant Earth’s own support agents acknowledge the package is delayed in
  customs and that an internal investigation with FedEx is under way, yet they
  cannot provide an estimated resolution date.
  - Despite this, Brilliant Earth has repeatedly asked me to withdraw my PayPal
  “Item Not Received” dispute while still unable to prove delivery, which I
  consider an unreasonable attempt to remove my consumer protections.
  

  Timeline of key events
  - 10 May 2025: Order #20251438529 placed; CAD 8,893.32 paid via PayPal.
  - 21 May 2025: Seller emails shipment confirmation with estimated delivery 21–25
  May.
  - 28 May - 11 Jun 2025: Six contacts with Brilliant Earth support; they confirm
  customs hold and ongoing investigation.
  - 05 Jun 2025: First “Ready for pickup” scan; first failed pickup attempt.
  - 06 Jun 2025: Second attempt; FedEx agent reports likely customs hold.
  - 09 - 12 Jun 2025: Daily checks at pickup point; parcel still missing.
  - 10 Jun 2025: PayPal “Item Not Received” dispute opened after 18-day delay.
  - 10, 14, 17, 18 Jun 2025: Seller phones/emails asking me to cancel dispute;
  goods still undelivered.

  I request a full refund of CAD 8,893.32.

  
  Sincerely,

  
  Mohammed Sahaki

  
  

  

  Business Response

  Date: 06/26/2025

  The customer placed an order for a loose natural diamond from Brilliant Earth on 5/10/25. Brilliant Earth shipped the order via FedEx (Tracking #288845246020) The order showed delivered and signed for by the customer on 6/9/25. Brilliant Earth received noticed that the customer filed a payment dispute (chargeback) with their financial institution on 6/10/25. Brilliant Earth called the customer and the customer claimed they did not receive the item but would go back to the shipment location to attempt to pick up the order. Brilliant Earth called and email the customer on 6/14/25, 6/17/25 & 6/18/25 and we are still pending response at this time. The customer has been unresponsive to our attempts to reach them. Brilliant Earth remains open to assisting the customer with any further questions or concerns. 

  Customer Answer

  Date: 06/27/2025

  Complaint: 23464182
  I am rejecting this response because: Brilliant Earth’s latest statement
  repeats two assertions that are demonstrably false. First, the package
  associated with FedEx tracking number 288845246020 has not been delivered and I
  have never signed for it. The tracking page continues to show “Pending pickup /
  Ready for pickup – Terrebonne, QC,” and staff at the designated Staples pickup
  point (590 Montée des Pionniers) confirm—after multiple in-person visits on 5
  Jun, 6 Jun, 9 Jun, 10 Jun, 11 Jun, and almost daily since—that no parcel
  bearing my name has ever arrived. FedEx has provided no proof-of-signature, and
  I still possess the original pickup notice, untouched and unstamped, which
  demonstrates that collection has never occurred.
  Second, the claim that I have been unresponsive is simply untrue. Between 28
  May and 18 Jun I engaged with Brilliant Earth’s live chat and phone support at
  least six times. Each time, company representatives acknowledged that the
  shipment is delayed in customs and that an internal investigation with FedEx is
  ongoing, yet they could not give any estimated resolution date. During that
  period—and after an 18-day delay beyond the promised delivery window—I opened a
  PayPal “Item Not Received” dispute on 10 Jun to protect my consumer rights.
  Since then, Brilliant Earth has repeatedly contacted me on 10 Jun, 14 Jun, 17
  Jun, and 18 Jun to pressure me into withdrawing that dispute while still unable
  to locate or deliver the item. I responded to every outreach, consistently
  confirming that I have not received the goods.
  Given the continued non-delivery, the absence of any verifiable proof of
  receipt, and the seller’s attempts to remove my payment-provider protections
  without resolving the underlying issue, I maintain my request for a full refund
  of CAD 8,893.32. Until theh, I will keep my
  PayPal dispute active.
  Sincerely,
  Mohammed Sahaki
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brilliant earth complaint I have purchased both my engagement ring and wedding band from brilliant earth. The wedding band was purchased in 2020 but wasnt worn until our wedding in August 2021. I do not wear the ring when doing any physical hand activities. I noticed one of my diamonds was missing, this surprised me as the ring had only been worn for 3.5 years. I sent it back to brilliant earth to review when I recieved the following report. The ring arrived missing one accent stone, 16th from the left, all other stones are present and in good condition. The shank (band) is no longer round, and is fractured. Due to how the ring is misshapen, stress fracture have occurred.They then informed me that this ring is no longer made by brilliant earth and the ring would have to be completely remade and this would have to be done by the custom team. I was told I would be responsible for the cost of this as it isnt covered by a manufacturers warranty. I struggle to understand how a $2065 ring can bend and fracture in 3.5 years and not be caused by poor manufacturing and quality. A ring is made to be worn on a hand and a response such as this is caused by wearing your ring should not be a valid excuse. When you pay this kind of money for a ring you expect it to last! In addition to these issues, my engagement ring and my wedding band are supposed to be 18k however the engagement ring especially after minimal wear appears yellow, one Australian jeweller suggested it may have been made in yellow gold and dipped in white gold as a coating. The band is basically yellow and the rhodium is worn after minimal use. Again this complaint was blamed on wear and tear. Regardless its another example of poor quality for the amount of money paid for these items.

  

  Business Response

  Date: 06/20/2025

  The customer placed an order for a wedding band from Brilliant Earth on 3/2/2020; their order was fulfilled. On 5/15/2025, the customer contacted Brilliant Earth and requested a repair evaluation. The wedding band was evaluated and determined it was unable to be repaired. Brilliant Earth contacted the customer to provide options to remake their ring or metal credit towards the purchase of a different band. The customer rejected the options provided and requested to have their wedding band returned with no work. Brilliant Earth is returning the customer’s wedding band but remains open to assist with any further service needs. 

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23462744
  
  
  
  I am rejecting this response because: the ring should not have “fractured” in such time and this is due to poor manufacturing. The company suggested the remake was over $3000. The original band was only purchased for $2065. The company stopped making this ring, it should not be a custom remake as it was purchased from their catalog! I rejected paying over 3k for a remake. I wanted them to repair this damage as it comes down to the integrity of the ring. 
  
  
  
  Sincerely,
  
  
  
  Lauree Price

  

  Business Response

  Date: 06/26/2025

  The customer placed an order for a wedding band from Brilliant Earth on 3/2/2020; their order was fulfilled. On 5/15/2025, the customer contacted Brilliant Earth and requested a repair evaluation. The wedding band was evaluated and determined it was unable to be repaired and the damage was not covered under Brilliant Earth’s Lifetime Manufacturing Warranty. Brilliant Earth contacted the customer to provide options to remake their ring or metal credit towards the purchase of a different band. The customer rejected the options provided and requested to have their wedding band returned with no work. Brilliant Earth returned the customer’s wedding band and it was delivered on 6/25/25. Brilliant Earth remains open to assist with any further service needs. 

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23462744
  
  
  
  I am rejecting this response because: as communicated with brilliant earth, this ring wasn’t worn until after my wedding in august of 2021. A ring of this value should never fracture after this period of time. I have had it assessed in Australia by an independent jeweller who has also agreed its poor craftsman ship! 
  Brilliant Earth are taking no responsibility for this and therefore I do not believe there will be a resolution! 
  
  
  
  Sincerely,
  
  
  
  Lauree Price

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of rings from brilliant earth and one of the stones fell out due to defects in workmanship. Insurance denied coverage stating defect in workmanship. I sent the ring back to brilliant earth and they told me it needed to be remade, they upsold me on a remade ring and charged me for it and it was supposed to be resized. They returned the ring in the wrong size. I ended up taking it to a local Jeweler who inspected the ring and was not impressed with the quality and stated the prongs are too short and the pockets are too shallow on the new ring and to expect problems again with the stones falling out. Brilliant earth assured me that their new design addressed this issue but in fact it does not. They recommended extending the prongs but unable to warranty anything due to quality of workmanship. The only option brilliant earth gave me was to send it back yet again or drop at their showroom which is in another town. I chose to have it checked locally and asked for reimbursement which I was denied. I would be happy just sending these rings back for a refund at this point and taking my business elsewhere.

  

  Business Response

  Date: 06/12/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 10/4/2022; their order was fulfilled. On 5/9/2025, the customer requested to have their ring evaluated for repair. On 5/20/2025, the customer agreed to the available repair option and their repair order was fulfilled. The ring was delivered to the customer on 6/4/2025. The customer called stating they received their ring in the incorrect size. Brilliant Earth offered to have the customer send in their ring to be re-evaluated and the customer declined the option. **************** called and spoke with the customer on 6/12/2025 and reached a satisfactory resolution. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been calling this company for my full refund $2166.62 items were fully ************ unopened to the manhattan store Brilliant Earth located ************************** I PURCHASE THESE ON THE ALARM ACCOUNT AND I HAVE BEEN WAITING FOR THEM TO PROCESS THE MONEY THAT WAS SENT TO THEM.WHICH IS THE A DOLLAR AMOUNT ABOVE?THE COMPANY IS TRYING TO MAKE ME PAY FOR SOMETHING.I NO LONGER HAVE IN MY POSSESSION.THAT WAS FULLY RETURNED TO BRILLIANT EARTH ON MAY 18TH THEY KEEP PROMISING ME MY RETURN AMOUNT FOR WHICH THEY HAVE NOT DONE, SO I AM WRITING FOR A BETTER BUSINESS BUREAU TO EXPEDITE THIS SITUATION SO THAT I WILL NOT CONTINUOUSLY BE BILL FOR SOMETHING.I NO LONGER HAVE IN MY POSSESSION AFFIRM DEDUCTED $434 FROM MY ACCOUNT WHICH I WILL LIKE TO HAVE THAT MONEY BACK AS SOON AS BRILLIANT EARTH.PROCESS THE REFUND OF $2166.62 PLEASE EXPEDITE THIS SITUATION I HAVE VERY GOOD CREDIT AND I PAY MY BILLS ON TIME.I WOULD LIKE TO HAVE BRILLIANT EARTH TO REFUND THE MONEY A S A T THANK YOU

  

  Business Response

  Date: 06/11/2025

  The customer placed an order from **************** on 5/11/25; their order was fulfilled. The customer dropped off their order within their 30-day return policy on 5/13/25. The customers refund was processed on 6/5/25. **************** called and spoke with the customer on 6/6/25 and listened to their concerns and the customer indicated their issue was satisfactorily resolved. 
  

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date- 9/27/22. After purchasing a setting and diamond from Brilliant Earth, a prong broke off, leaving my diamond loose. We chose to buy another setting from Brilliant Earth, which was supposed to be more secure. We had to buy a separate stone for the old setting as they would not return it even though it had broken. After having my diamond reset in the new setting, it once again broke, the diamond falling to the ground and almost lost it. When we contacted Brilliant Earth about returning the ring, after having 2 separate rings break within months of wearing, they refused to offer a return and stated that they would only offer a refund on the setting, not the diamond, even though they were the same transaction. We've spent thousands and thousands to fix their problems and they will not refund us. They've had my diamond ring, approx. $14,000, for over six weeks without a solution.

  

  Business Response

  Date: 06/05/2025

  The customer (Purchaser: ***** ********) placed an order for an engagement ring from Brilliant Earth on 9/27/2022; their order was fulfilled. On 1/5/2023, the customer emailed **************** stating their partner bumped their ring on the kitchen counter and the center stone became loose. On 1/25/2023, the customer requested to place their diamond in a new setting and a sapphire in the damaged setting; their exchange order and repair on the original setting was fulfilled. On 4/14/2025, the customer dropped off their exchanged engagement ring (the ring with the diamond) for repair evaluation. The ring was evaluated and determined a remake was required and was not covered under Brilliant Earths Lifetime Manufacturing Warranty. The customer was offered metal credit towards remaking their setting and the customer declined the option. On 6/4/25, **************** reached an agreement with the customer which resolves their concerns satisfactorily (see attached email communications). 
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a moissanite engagement stone. We had it set in a custom platinum setting, all told it was almost $10,000. Within a few months, the stone developed a dark sheen that would not come off. I sent it back to the company and they gave me two options, both were insulting. First option was to buy an entirely new ring from them at retail price, but they would replace the stone. Option two was to give me another stone 50% off retail. Amazing. Total failure for **************** and I feel lied to you about the durability of this product. Now I am stuck looking at my engagement ring feeling sad that I was taken advantage of for thousands of dollars.

  

  Business Response

  Date: 05/26/2025

  The customer placed an order for a loose 8mm Cushion Moissanite on 2/25/2022; their order was fulfilled. On 3/1/24, the customer dropped off their moissanite set in a non-Brilliant Earth engagement ring and requested an evaluation of their center stone (the moissanite). Brilliant Earth evaluated the center stone and determined a replacement stone was required as the moissanite could not be repaired due to a film that developed on the stone due to long-term exposure to chemicals. This was not covered under Brilliant Earths Lifetime Manufacturing Warranty. As a courtesy to the customer, they were offered a complimentary replacement moissanite but would require to unset their original stone from the non-BE setting. The customer declined and **************** offered a friends and family discount towards the purchase of a new stone and/or engagement ring. The customer declined all options and requested to have their ring returned without any repair work. Brilliant Earth returned the ring to the customer and it was delivered on 4/29/24. **************** contacted the customer and offered to have the center stone re-evaluated and remain open to assist the customer with any further service needs. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23362022
  
  I am rejecting this response because:

  it is unknown why the ring developed the film that cannot be removed. I do not expose it any chemicals, and I am very careful with it. The moissanite, like a diamond, is supposed to be very durable. At least that is what theyre telling people. I do not work with chemicals, and I certainly did not have the ring around chemicals. They are not explaining what chemical chemicals couldve even caused this. In both of the scenarios that theyre offering me, even more substantial cost is associated on my end. They are also only offering me another moissanite, which is not proved to be a durable stone for a lifelong engagement ring. 
  They took the one, most sentimental piece of jewelry a woman can own, be gifted with great meaning, with likely the highest value, and made it into a bad experience. 
  My setting wasnt pure platinum.

  I had heard about the problems with their settings, so I decided to have a jeweler locally make it for me out of solid platinum with one of the moissanite stones from brilliant earth. The setting was $8000. Brilliant earth is giving me the option to destroy that ring in order to get the stone out to give to them. Then I could have the ring remade at my full expense, again.Not only is this not a good solution by anybodys standards, it is insulting. It is heart wrenching. 
  Their only other option, was to sell me another another ring, with a slight discount. But this would have to be in their setting, not my original custom setting because that would be destroyed to get their defective ring out. This also is a very substantial cost to me, one who does not feel like I should need to spend any more money and then I do money back, plus I do not trust their product anymore. 
  If I had it all to do over again, I would have purchased a diamond, or a moissanite from another company that actually stands behind their product and has good customer service.
   

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 06/03/2025

  The customer placed an order for a loose 8mm Cushion Moissanite on 2/25/2022; their order was fulfilled. On 3/1/24, the customer dropped off their moissanite set in a non-Brilliant Earth engagement ring and requested an evaluation on their center stone (the moissanite). Brilliant Earth evaluated the center stone and determined a replacement stone was required as the center stone could not be repaired due to a film that developed on the stone from long-term exposure to chemicals. For reference, chemicals that can affect a moissanite and leave a film are things such as (but not limited to) natural oils from the skin, soap used, or even minerals in tap water for example. These are all common substances that, over time, can build up and create a visible film on the stone. As stated on Brilliant Earths website, damage to a gemstone due to everyday wear is not covered under Brilliant Earths Lifetime Manufacturing Warranty. As a courtesy to the customer, they were offered a complimentary replacement moissanite but would require to unset their original stone from the non-BE setting. The customer declined and **************** offered a friends and family discount towards the purchase of a new stone and/or engagement ring. The customer declined all options and requested to have their ring returned without any repair work. Brilliant Earth returned the ring to the customer and it was delivered on 4/29/24. **************** contacted the customer and offered to have the ring re-evaluated and remain open to assist the customer with any further service needs. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23362022
  
  I am rejecting this response because:

  The company is misrepresenting that the moissanite is nearly a diamond. Their representing that the stone is highly durable, like a diamond. yet, Skin oils, lotions, even tapwater can destroy the stone. This is not acceptable. If Brilliant Earth highlighted that information to a potential customer chances are they would not spend thousands of dollars on a stone that is more susceptible to chemical changes than glass, or a CZ. The offers brilliant earth has made to mitigate this problem, only cost me thousands of dollars more. If they sent me a stone which has been found to already be defective, I would simply be putting in the same defective stone in a platinum band and the cost of unsetting it and resetting it in that would be on me, which is thousands of dollars. It doesn't make any sense why would I do that? In addition, their friends and family discount would save me a few dollars on a $10,000 ring that they would be highly profiting off of again, a very offensive offer.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 11th, 2025 I placed an order with Brilliant Earth for a ring. Although marked as delivered, I never received the ring and I immediately contacted Brilliant Earth to let them know so. They stated that they would open an investigation into the missing package. Once opened, they began to give conflicting information on the status of the investigation. One agent would state that a refund was on the way then the next would state that the investigation was still open. This conflicting information created confusion and a claim process that has been going on for almost 2 months. Recently, I was notified that the claim had been denied and they would neither refund the money for the purchase or provide a replacement. Its good to know that they care so little about their customers that they put minimal effort into actually resolving any issues. If I could do it again I never would have gone with them.

  

  Business Response

  Date: 05/22/2025

  The customer placed an order for an Engagement Ring from Brilliant Earth on 3/5/2025. The order was shipped to the customer via ***** on 3/19/25 (tracking #************* and per tracking, showed to be delivered and signed for by the customer on 3/23/25. On 3/24/25, the customer contacted **************** stating they did not receive the order. Brilliant Earth filed a claim for the package with *****. The claim was denied by *****. Brilliant Earth contacted the customer and offered to assist with re-filing a claim on behalf of the customer and requested the required additional documentation; we are pending response and documents from the customer.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23336843
  
  I am rejecting this response because: I have notified Brilliant Earth Im in another country on vacation and theyve used it as a chance to avoid responsibility again
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/26/2025

  The customer placed an order for an Engagement Ring from Brilliant Earth on 3/5/2025. The order was shipped to the customer via ***** on 3/19/25 (tracking #************* and per tracking, showed to be delivered and signed for by the customer on 3/23/25. On 3/24/25, the customer contacted **************** stating they did not receive the order. Brilliant Earth filed a claim for the package with *****. The claim was denied by *****. Brilliant Earth contacted the customer again on 5/26/25 and offered to assist with re-filing a claim on behalf of the customer and requested the required additional documentation; we are pending response from the customer.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23336843
  
  I am rejecting this response because:
  
  Theyre lying. See attached image of email stating:

  For now thats all we need  re-open the case. sent on May 23, 2025. **************** has already issued a chargeback so their lies and deceit are no longer needed.

  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, May 8, 2025 at 10:36pm CT, I received a promotional email from Brilliant Earth promising free overnight delivery for purchases made by 9am PT on Friday, May 9, in order to arrive on the Saturday of Mother's Day weekend. Specifically: "There's Still Time - Order a Mother's Day Gift by 9AM PT tomorrow (5/9) for complimentary overnight shipping and Saturday delivery." I made my purchase within an hour of receiving their promotional email (May 8 at 11:25pm CT), ie., approximately 11.5 hours before their deadline to receive the free overnight delivery promo. Not only did they NOT provide the promised free overnight delivery, the purchase of course arrived the Monday after, thus defeating the purpose of purchasing my Mother's Day gift from them. Four attempts at contacting customer service (chat, phone call, and email) have resulted in no resolution or assistance. They would not even acknowledge the existence of the promotion. Multiple promises to contact me did not occur. Poor customer service aside, they clearly baited me with a promised promotion which they did not fulfill. It cannot be ethical business practice to send out a promotional email such as this and then not carryout the promised actions.

  

  Business Response

  Date: 05/21/2025

  The customer placed an order for Fine Jewelry on 5/8/25 with an estimated delivery date of 5/12/25. The customer contacted **************** stating the website offered Saturday delivery. The team attempted to resolve the customers concerns by partnering with the shipping team but the order shipped before the label could be changed/updated and was delivered on 5/12/25. Brilliant Earth contacted the customer and offered a complimentary gift due to the inconvenience and the customer indicated that they consider the matter satisfactorily resolved. 

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for my engagement ring and wedding band 2/1/24. About 3 weeks later my ring arrived. It looked ok at first glance but 1 or 2 days later, I noticed a small diamond missing. I called and told them I needed it repaired fast because my boyfriend was going to propose soon on a trip we were taking. Took the ring in on 2/24/24 to be repaired. It took longer than they thought and I was constantly calling them. They had it for about 1 month and I was close to not having it for my proposal. Then less than 1 year later, an emerald falls out. I noticed it missing 2/5/25 but I was worried about taking it in and it taking a month again. Finally took the ring in to be repaired on 2/17/25. Spoke to the manager about our experience before and how long it took. She said it would take around 3 weeks but she would push for sooner. She called and left a voicemail on 2/25/25 and an email about my ring needing a repair. I wrote her an email back right after she sent the email, I was unable to call her back because she did not leave a direct number. She did not get back to me and my ring can only be repaired once she gave the ok. I had called the main line and spoke to someone who said that my ring had to be completely remade. My husband went to the store to speak to the manager and she said the ring did not need to be remade, only repaired and they would try to have it to me before a party I was hosting. The party would mean they had my ring 1 month. After that interaction, every week I was told they needed another week. I would talk to many people and from assistant manager to regional manager to customer resolutions. Nobody could get me straight answers, just kept saying another week. I finally told them I would write BBB and they had my ring delivered that next week. They had my ring 2 months. They told me my ring had to be remade TWICE while they had it. And the ring they gave me back is different than the one I sent- the stones are all in a different place.

  

  Business Response

  Date: 05/22/2025

  The customer placed an order for an Engagement Ring from Brilliant Earth on 2/1/2024; their order was fulfilled. On 2/24/24, the customer requested a repair evaluation. The complimentary repair order was fulfilled. On 2/17/25, the customer requested a 2nd repair evaluation. The ring was evaluated and covered under Brilliant Earths Lifetime Manufacturing Warranty for a complimentary remake. The customer picked up their remade ring from a Brilliant Earth Showroom on 4/19/25 and noted they were satisfied with the ring. Brilliant Earth spoke with the customer on 5/22/25 and offered to have their ring sent in for evaluation to which the customer declined. **************** remains open to assist with any further questions or service needs.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23324730
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** (******)

  Customer Answer

  Date: 05/27/2025

  I spoke to an associate customer resolution person. I told her I want money/ compensation for a lifetime warranty for another company to do repairs. She said she could not do that and they could repair my ring. I do not want Brillant Earth to repair my ring. They have already messed up 4 times with my ring- sent me a ring with missing diamond, ******* came out less than a year of wearing it, the ring came with worn down prongs that were holding the accents, and lastly they remade my ring twice and still they sent me a ring that the stones are swapped. Nobody that that has happened to would want to use that company anymore. A senior customer resolutions person said they would call me Monday. They did not and I still have not heard from them and its Tuesday. Very disappointed. 

  

  Business Response

  Date: 06/05/2025

  The customer placed an order for an Engagement Ring from Brilliant Earth on 2/1/2024; their order was fulfilled. On 2/24/24, the customer requested a repair evaluation. The complimentary repair order was fulfilled. On 2/17/25, the customer requested a 2nd repair evaluation. The ring was evaluated and covered under Brilliant Earths Lifetime Manufacturing Warranty for a complimentary remake. The customer picked up their remade ring from a Brilliant Earth Showroom on 4/19/25 and noted they were satisfied with the ring. Brilliant Earth spoke with the customer on 5/22/25 and offered to have their ring sent in for evaluation to which the customer declined. **************** spoke with the customer on 5/28/25 and again offered to assist with any repair needs and the customer declined. **************** remains open to assist with any further questions or service needs.