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

  100 Fillmore St Ste 200 Suite 200 Denver, CO 80206-4921

• 

  Brilliant Earth, LLC

  300 Grant Ave # 3 Fl Sf San Francisco, CA 94108-3629

  
• 

  Brilliant Earth LLC

  3332 Cadys Aly NW Washington, DC 20007

• 

  Brilliant Earth, LLC

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

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:07/15/2024

  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 ring from Brilliant Earth on 4/23/2024 in the amount of $8,743.25. The order number for the purchase is ***********. I received the ring on 5/18/2024. Upon receiving the ring I noticed that the center stone was set in a fashion that did not seem appropriate to me. I reached out to numerous reps at Brilliant Earth and they told me, that in order to evaluate the ring I would have to send it back in. I finally sent the ring back in on 5/21/2024. They received the ring back on 5/23/2024 and I finally spoke with someone on 5/25/2024 about my ring. They did confirm that the center stone was not set according to standards for my particular setting (Waverly Setting). They offered to reset the center at no cost to me. I received the ring back from repair on 6/12/2024. Two days later an accent stone fell out. I reached back out to Brilliant Earth and they sent me a shipping label. I sent the ring back again on 6/14/2024. When I spoke to my repair rep she stated that this is not typical. They repaired the ring and I received it back on 6/28/2024. Now on 7/14/2024 ,I noticed that my center stone is loose. I have tried to reach out to speak with a manager and have not heard back from anyone. I also feel like I was lied to. My rep told me that loose stones/losing stones are not common; however, most of the BBB complaints that I have read are from customers who have lost small stones or have loose center stones. Brilliant Earth's 2023 mission report states "jewlery made to last generations". How is this possible if I am constantly having to send my ring back for repair. I barely wear my ring and I am still having problems. At this point, Brilliant Earth has had my ring for 50 days and I have only had it for 32 days. It also should not be this difficult to speak with a manager and voice a concern. At this point, I no longer feel that Brilliant Earth is capable of repairing my ring, as every time I get it back there is another problem.

  Customer Answer

  Date: 07/18/2024

  I have worked with *********************** (ccd here in this email) from Brilliant Earth and she has been able to resolve my problem. Please **** my complaint as resolved or let me know how I can go about having my complaint ****ed as rectified.
  
  Thanks!
  
  Sincerely,
  
  **********************************

  Customer Answer

  Date: 07/19/2024

  I would like to reinstate complaint #********. Below is the reason why I would like to reinstate. 
  
  On Wednesday, July 17, 2024 I was informed by a Brilliant Earth Manager (if you want a name I can provide) that if I remove my BBB complaint and **** it as reconciled that she would issue me a refund for my ring setting. Out of good faith, I reached out to you and you reconciled my complaint yesterday, July 18, 2024. I then spoke to that same manager yesterday afternoon in regards to next steps for processing my refund. She is now stating that she has to inquire if she can issue me the refund without returning the ring. She told me that I would hear back from her before end of day yesterday. I never heard back from her. I attempted to call and follow up with her prior to the end of her work day, however she did not answer and I was told my another representative who attempted to reach out to her on my behalf that she was out of the office already or busy. Returning the ring was not part of the original discussion. I made it very clear that I was keeping the ring and having another Jeweler repair Brilliant Earths faulty work. I wanted a refund for the setting because of the number of problems that I had (problems listed below) with the ring and the money I am now going to have to put out to have another jeweler repair the ring. She offered for me to have the stone set into another setting, which I declined due to my experience with my current setting. I also explained that I dont want to return the ring because I had a low degree of confidence that they would return by center stone or provide me with the refund that I deserve. 
  
  Problems 
  1. Ring was originally shipped to me and the center stone was set incorrectly.  Which was confirmed by Brilliant Earth when I returned the ring. 
  2. Two days after getting it back from the first repair an accent stone fell out. I returned the ring again to be repaired. 
  3. My center stone is now loose (confirmed by a local jeweler) 
  
  On top of having all of these issues with the actual ring itself, I also found it impossible to reach anyone at Brilliant Earth. I asked for a manager multiple times. Sometimes I received a call back and often times I did not. When a manager did reach out to me, I was provided with their direct number. I was never able to reach any manager at their direct number. I was then transferred to a customer Service line. Every time I spoke to someone on the customer service line they were clueless. They didnt see any notes, they didnt know how to reach out to certain departments. My experience with Brilliant Earth has been an absolute nightmare. 
  
  ***********************************
  

  
  

  

  Business Response

  Date: 07/24/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/24. Their order was fulfilled. The customer contacted **************** and requested a repair evaluation. Brilliant Earth received the ring on 5/23/24 and the repair order was fulfilled. On 6/14/24, the customer contacted **************** and requested a 2nd repair evaluation. The ring was evaluated and the repair order was fulfilled. On 7/14/24, the customer contacted **************** with a 3rd repair request. Brilliant Earth offered to have the ring evaluated for repair and the customer declined and requested a refund on their setting. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/6/24. The customer also stated they were having the ring repaired by a local jeweler. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. However, repair or services performed by a jeweler other than Brilliant Earth voids the warranty. Brilliant Earth educated the customer on ***************** policies and continues to be open to assisting the customer. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21989869
  
  I am rejecting this response because: the business did reach out to me in an attempt to rectify my complaint. I was open to the resolution, that they were going to provide; however, in order to receive that compensation, they required me to take down my BBB complaint beforehand. I am unwilling to do that, due to my lack of confidence in the company, as they previously offered me  resolution if I took down my BBB complaint, which I did, but then never provided me with said resolution, which is why I reposted my complaint. 

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

  

  Business Response

  Date: 07/25/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/24. Their order was fulfilled. The customer contacted **************** and requested a repair evaluation. Brilliant Earth received the ring on 5/23/24 and the repair order was fulfilled. On 6/14/24, the customer contacted **************** and requested a 2nd repair evaluation. The ring was evaluated and the repair order was fulfilled. On 7/14/24, the customer contacted **************** with a 3rd repair request. Brilliant Earth offered to have the ring evaluated for repair and the customer declined and requested a refund on their setting. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/6/24. On 7/18/24, Brilliant Earth contacted the customer and they requested a refund without returning their merchandise to which we explained the policies. The customer also stated they were having the ring repaired by a local jeweler which was why they were not open to returning the engagement ring. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. However, repair or services performed by a jeweler other than Brilliant Earth voids the warranty. Brilliant Earth remains open to assisting the customer with any further questions or concerns. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21989869
  
  I am rejecting this response because: the business is not taking accountability for their poor craftsmanship. I should not have to send my ring in multiple times within the first 3 months of purchasing the ring. Secondly, I shouldnt have to send the whole ring back (including the center stone) because the business no longer owns that stone and I have zero confidence that they would return the stone back to me. Lastly, I shouldnt only be able to receive a partial refund if I take my BBB complaint down first. That is unethical.

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

  Customer Answer

  Date: 07/26/2024

  Good Afternoon Aspen,
  
  I have spoken with Brilliant Earth and they have been able to provide me with a resolution that satisfies my complaint.
  
  Thank you!
  
  ***********************************

• Initial Complaint

  Date:07/11/2024

  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.

  In May I went to the ************* branch of Brillian Earth to look at a wedding band. The woman at the front advised me that I needed an appointment. The woman at the front showed my wife the matching wedding band for her engagement ring online. Later I called Brilliant Earth and spoke with someone about getting the matching set of my wife engagement ring. I spoke with "Yas", who knew my wife's engagement ring was a princess **** and the individual allowed me to purchase this "matching set wedding band". I was informed that this would be a final sale and I would not be able to return this item. However, on their website you can use a demo to see what the ring will look like on your finger. On the demo it has the wedding band sitting flush with the engagement ring. After seeing the demo, speaking with "Yas" (who gave no warning about the wedding band not fitting with the engagement ring), and there being no warning on the website about said wedding band not fitting with a princess cut diamond ring, we ordered the final sale wedding band on 5/30/24 for a total of $1754.80. Once we received the band it was clear the band did not fit with the engagement ring. I spoke with multiple people and was told I cannot return due to final sale. I tried explaining that I was not properly informed, and the website advertised the ring falsely and did not warn about the band not fitting certain cut diamonds. I was then told by ************************* would be allowed to exchange the item. I called again and was told I could not exchange the item without approval.

  Customer Answer

  Date: 07/15/2024

  Good evening,
  
  Recently, I filed a complaint against Brilliant Earth. My complaint
  number is 21976332.
  
  I would like to resolve the complaint as Brilliant Earth has provided
  a satisfactory resolution.
  
  Thanks,
  
  *************************
  
  
  

  
  

• Initial Complaint

  Date:07/09/2024

  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 ordered 4 items on 6/21. 3 of 4 arrived about 10 days later, but the 4th item ($325.00, 14K Yellow Gold Zuri Huggie Earrings) was missing without explanation. When I called the 800 number, I was told that the item was being shipped separately and would be delivered on 7/3. No tracking number or documentation was provided to me, only verbal phone communication. I called again today (7/9), and I am now told that the item is on back order and will be delivered on 7/26. I asked for a confirmation email but the customer service rep told me he cannot provide any documentation. I have to call back to get a status update. This is absolutely ridiculous and unprofessional. I spent $1,136.88 on this order and I get more updates when I order pizza delivery. All of my written documentation indicates that the item was delivered, and the company refuses to confirm in writing what they are telling me verbally.I am requesting immediate delivery and a discount for the hassle of this unprofessionalism.

  

  Business Response

  Date: 07/17/2024

  The customer placed an order for 3 finished jewelry items which also included 1 complimentary gift on 6/21/24. The order was partially fulfilled and the customer received 2 of their finished jewelry items and their complimentary gift on 6/29/24. The customer contacted **************** and was advised their 3rd finished jewelry item was out of stock but would be back in stock with an estimated delivery date of 7/26/24. Brilliant Earth has called and emailed the customer to provide further assistance if needed and we are pending response from the customer. 

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory in the sense that I received the product. I still find the business practice of not communicating in writing until I filed a BBB complaint highly unprofessional.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/03/2024

  Type:Product 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.

  On March 13, 2024 I purchased a ring for my wife from Brilliant Earth. After receiving the ring she changes her mind and we exchanged it for another. It was a new style ring called the ******* Eternity ring, I financed $7026.00 for the ring from Affirm. April 16 we received the ring. On April 23 we returned the ring to Brilliant Earth because a diamond had fallen out of the ring and the ring was also bent. Sent back and exchanged from platinum to a gold setting. Received gold setting ring May 7 on May 16 sent ring back diamonds again came loose and was again bent. Ring was repaired and retip points on stones. Received ring backMay31. June 8 we contacted company this ring lost two diamonds this time. Company wants to redo ring. Wife is afraid of getting ring and having this happen a fourth time. She does not trust the company and we want a total refund. Contacted *********************, Customer Resolution Lead, asking for a refund. She wants to have a call to discuss the problem and help with a reasonable solution and wants to turn the experience around. We have been trying to get a full refund since June 8 and the company does not seem to want to refund our money. There has never been an offer of a refund only that they want to help with a reasonable solution. After three times with the exact same problem with the ring we have no faith in that company and just want a refund. If this were a car in ** I could invoke the lemon law. We don't want any product from the company and only want a full refund. Company headquarters is located at *************************** *************, **

  Customer Answer

  Date: 07/12/2024

  Yes. Its been resolved and I went in my portal and withdrew the complaint 

• Initial Complaint

  Date:07/02/2024

  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.

  I purchased a wedding band (Platinum Marseille Diamond Ring) on September 23, 2023 for $1,590.00. The ring was delivered to me on November 15, 2023 for my wedding on November 24, 2023. After less than one month, my ring was sent in for repair (January 2024) due to loose stones. I was told at this point it was manufacturing defect. Brilliant earth tightened some prongs and sent it back to me. After 2 days of wear, the stones were loose again. At this point, I was extremely upset about my ring and the money we spent on it and put it in the jewelry box because it was upsetting to even look at. I emailed brilliant earth detailing my issues in March 2024 and received no reply. The ring continued to sit in the box. In May 2024 I brought the ring to an outside jeweler to inspect what was going on. I was told the ring is manufactured very poorly and the dimensions of the stone to setting/band is such that this issue will continue happening unless the ring is remade. Thus, I contacted brilliant earth in June 2024 to determine my options. They again suggested repair of the ring, and when I stated my concern with the previous repair not resolving the issue of loose stones, was told the repair was likely not done well. They acknowledged manufacturers defect in the ring but will not replace or remake the defective product. Instead, they are telling me to send it back every few weeks to be repaired. I have spoken to their resolution team and have not been offered any others options. This product is not as advertised and the manufacturer is unwilling to remedy the issue. There are countless message boards and reviews with similar issues with this company.

  

  Business Response

  Date: 07/11/2024

  On 9/23/23, the customer placed an order for 2 wedding bands from Brilliant Earth and their order was fulfilled. On 12/22/23, the customer requested a repair for one of their wedding bands. The repair order was fulfilled. On 6/24/24, the customer requested a 2nd repair evaluation on the wedding band. Brilliant Earth contacted the customer and discussed the available repair options and the customer requested a return for a refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 11/8/23. Brilliant Earth has reached out to the customer to offer a resolution and we are pending the customers reply.

• Initial Complaint

  Date:07/02/2024

  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.

  My experience has been nothing shy of horrific during what is supposed to be one of the happiest times in my life. They have sent my order confirmation email containing personal information along with how much the order was, where it will be sent, and when to pick it up to some random email. Then lied to me about it saying it was returned to the sender as undeliverable. To this point, I have no clue where the ring is, as far as Im aware someone else with that email address could walk right into the store, pretend their me as they have all the emails, and pick up my ring. Then lied about them emails bounced back as undeliverable. I feel like I have been robbed of $24000+ because they have my money and I have nothing, no ring, no tracking, no information at all. Their ability to understand things from a customer point of view is nonexistent. Their willingness to negotiate reasonably is introuvable. And their communication on important steps in the process is next to extinct. They are willing to lie and deceive customers to make problems go away regardless of the accuracy of the information they are feeding the customers. They have taken no accountability or ownership for any of the mishaps throughout my experience. They may be sinister or completely inept. They are not even willing to compensate the amount I lost from taking off and driving to the store. The associates kept preaching Id get a friends and family discount on a future order, I told them there would be no future order, so the friends and family discount on a future order is irrelevant, they need to make this order correct. They are unwilling to make my once in a lifetime experience of purchasing an engagement ring even halfway bearable. Please review my attached document with timeline, happenings, and feel free to ask them for their phone recordings to see how they handled the situation, I will also be happy to provide my emails as additional evidence of this dreadful experience.

  

  Business Response

  Date: 07/11/2024

  On 5/28/24, the customer placed an order for an engagement ring from Brilliant Earth with an estimated delivery of 6/7/24. Due to unexpected manufacturing delays, the customers order was postponed past the original estimated delivery date and shipped to the customer on 7/3/24 with confirmed delivery on 7/5/24. Brilliant Earth contacted the customer and discussed their concerns and we have reached a satisfactory resolution. 

• Initial Complaint

  Date:06/23/2024

  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.

  In November 2023, I purchased an engagement ring from Brilliant Earth. In June of 2024, the center diamond (90% of the cost of the ring) fell out of the setting and was lost forever. The sole purpose of the setting of the ring is to hold the diamond and, not even a year later, it failed to do so. After contacting Brilliant Earth, they were rude and just offered to sell me another ring. No apologies, no refund...this was clearly a faulty product and now my fiance and our entire family are devastated.

  

  Business Response

  Date: 07/01/2024

  On 11/3/23, the customer placed an order for an engagement ring from Brilliant Earth. The customers order was fulfilled. On 6/3/24, the customer contacted **************** to advise their center stone had fallen out of their setting and was lost. Brilliant Earth offered to have the setting sent in for repair evaluation and was also advised the lost center stone was not covered by Brilliant Earth. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. Brilliant Earth contacted the customer on 6/30/24 and the customer stated they filed a claim for their lost stone through their insurance provider who will assist with replacing their lost item. Brilliant Earth continues to be open to assisting the customer with their service needs. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21890911
  
  I am rejecting this response because:
  This company is selling rings that are shoddy and falling apart within just months and then refusing to do anything. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/08/2024

  On 11/3/23, the customer placed an order for an engagement ring from Brilliant Earth. The customers order was fulfilled. On 6/3/24, the customer contacted **************** to advise their center stone had fallen out of their setting and was lost. Brilliant Earth offered to have the setting sent in for repair evaluation and was also advised the lost center stone was not covered by Brilliant Earth. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. Brilliant Earth contacted the customer on 6/30/24 and the customer stated they filed a claim for their lost stone through their insurance provider who will assist with replacing their lost item. The customer indicated they wished to utilize their insurance to purchase outside of Brilliant Earth. Brilliant Earth continues to be open to assisting the customer with their service needs. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21890911
  
  I am rejecting this response because: the core purpose of an engagement ring is to hold the center diamond which it failed to do after just 7 months. There is no damage to the ring, and thus saying that this is not covered by the lifetime manufacturing warranty is blatantly false. Clearly, there was a manufacturing issue with this ring. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/12/2024

  On 11/3/23, the customer placed an order for an engagement ring from Brilliant Earth. The customers order was fulfilled. On 6/3/24, the customer contacted **************** to advise their center stone had fallen out of their setting and was lost. Brilliant Earth offered to have the setting sent in for repair evaluation and was also advised the lost center stone was not covered by Brilliant Earth. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. Brilliant Earth contacted the customer on 6/30/24 and the customer stated they filed a claim for their lost stone through their insurance provider who will assist with replacing their lost item. Brilliant Earth received the customers insurance claim and request to replace their lost stone and continues to be open to assisting the customer with their service needs.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21890911
  
  I am rejecting this response because: this is the exact same response the business already sent. There is still no resolution. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/18/2024

  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.

  Order Number: ********** Order Date: 5/17/2023 On August 18, 2023, I gave my wife a ring from Brilliant Earth. Less than a year later, on June 13, 2024, the gem fell off when she lightly bumped her hand while getting into our minivan. This should not have happened with a quality ring.I sent the ring for warranty repair, but Brilliant Earth informed me on June 18, 2024, that I would need to pay for the repair because they could not identify a manufacturing defect. They were unable to specify what they were looking for to determine such defects, leaving me with a vague "trust us" response.I find this unacceptable. A ring of this supposed quality should not fall apart from a minor bump. My mother wore her old wedding rings while doing hard manual labor for 20 years without any issues. The quality of Brilliant Earths product and their customer service have been extremely disappointing.I expected Brilliant Earth to honor their warranty and repair the ring at no cost, given that a simple bump should not cause it to fall apart. This situation reflects poorly on the companys commitment to quality and customer satisfaction.I urge the ********************** to address this issue and ensure that Brilliant Earth upholds their warranty commitments.Sincerely, *************************

  Customer Answer

  Date: 06/26/2024

  complaint #********. Brilliant earth is working with me to resolve this compliant. They are going to warranty the ring for me. Please close this. Thank you! -*************************

• Initial Complaint

  Date:06/16/2024

  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.

  I purchased a Brilliant Earth engagement ring and wedding set from an **** seller in June 2022 who's engagement never happened. The rings were my dream set. Fast forward to February 2024, and I got married to the man of my dreams with these rings. In April 2024, after wearing them for less than two months, a sapphire fell out of the setting. I contacted customer service in an attempt to have the stone replaced in the setting, and I was told I would need to have the original seller contact Brilliant Earth to change the ownership of the rings to me. Well, the original seller still has not done it, and my engagement ring setting lost another stone..a diamond this time. Brilliant Earth refuses to work with me to have the stones replaced and to check the setting of the rings to ensure I will never lose another stone in the setting because the original owner did not send in the change of ownership document from him to **** have proof of purchase from the original owner from the **** sale. It shows the month and year of purchase. I put the rings on when I got married on February 29, 2024. I take the rings off when I take a shower. I take them off when I am doing yard work. I am tired of looking at my ring with the missing stones and a reminder of how a beautiful ring looks like garbage now because the stones are gone.I am willing to pay for the cost of repair on the ring. Heck, Brilliant Earth can send me the sapphire and diamond in the mail, and I will take it to my local jeweler to install them.I am ANGRY because the ring sat in a box for two years and was not worn until my wedding day to have my ring lose two stones within a month of each other.

  

  Business Response

  Date: 06/25/2024

  We received the following complaint from *************************** and do not have sales order information to reference. We called and emailed ******* with the contact information provided in the complaint but have not heard back. We are also unable to assist the buyer with a resolution without an appropriate account and sales order to reference. Can we please request additional information such as the sales order number from ******* pause the response deadline until we are able to get additional information? 
  
  All the best,
  
  ***********************

• Initial Complaint

  Date:06/05/2024

  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.

  On February 25, 2023, I visited the Brilliant Earth showroom to select an engagement ring for my girlfriend. I requested 14K gold. On May 13, 2023, I placed the order, with an estimated delivery date of May 29, 2023. On May 30, 2023, I went to pick up the ring, but the store was closed. On June 1, 2023, I was informed the ring was ready, but it was made with 18K gold, and the ring had to be redone, forcing me to cancel my proposal plans. Between June 1 and June 21, 2023, I called multiple times and was told the ring would be ready before June 21, but it wasn't. On June 27, 2023, I expressed my frustration via email. On June 29, 2023, I was told the delay was due to sourcing 14K gold and the ring would be ready by July 7, 2023. It wasn't, and another delay pushed the date to July 13, 2023, causing further canceled plans.I finally picked up the ring on July 17, 2023. Due to personal challenges, I proposed in April 2024. The ring was tight and caused discomfort. So we took it back to brilliant earth for resizing, since they were the manufacturers. We were assured the ring would be ready by May 25, 2024 at the latest. We asked that the ring be sent to the Brilliant Earth store for pick up because my finance and I would be traveling out of the country. Upon my return on May 27, 2024, we immediately called BE as we are planning on getting married. The ring was not ready, and no completion date was provided. On May 28, 2024, I called Brilliant Earth but received no response. I followed up with an email detailing the issues and requesting a full refund.On June 1, 2024, I received a generic response from ***********************, stating my request did not conform to their 30-day Return Policy. I sent a follow-up email, reminding them the ring had been in their possession for over a month with no update. As of June 4, 2024, despite countless calls and emails, no one has informed me when the ring will be ready, and they have refused to issue a full refund.

  

  Business Response

  Date: 06/12/2024

  The customer placed an order for an engagement ring in a size 7 from Brilliant Earth on 5/13/23. The order was fulfilled. On 5/4/24, the customer dropped off the ring and requested a resize to a size 7.5. The resized engagement ring was available for pick up from a Brilliant Earth showroom on 6/1/24. Brilliant Earth contacted the customer on 6/1/24 and the customer requested a refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/1/23.  On 6/6/24, Brilliant Earth contacted the customer and educated the customer on the policy and advised the ring was available for pick up and also provided an option to ship the ring to the customer. **************** continues to be open to assisting the customer with their service needs.