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

  34 E Oak St Ste 2 Floor 2 Chicago, IL 60611-1231

• 

  Brilliant Earth, LLC

  1701 Walnut St Fl 8 Floor 8 Philadelphia, PA 19103-5220

• 

  Brilliant Earth

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

• 

  Brilliant Earth

  3699 McKinney Ave, #401 Dallas, TX 75204

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:06/05/2024

  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.

  My (now) husband and I purchased an engagement ring (18k white gold secret halo, 1.8mm band width, 0.88carat lab diamond ring) and a lifetime extend warranty protection plan from Brilliant Earth (BE) in December 2022. Per the lifetime extend warranty protection plan (includes free cleaning, ring sizing, rhodium plating, polishing), I sent my engagement ring for a cleaning in April 2024 and picked it up from the NYC Showroom (*****************************************) on May 11. When I put the ring on, I noticed the width of the band felt thinner than it previously had. I asked the associate to measure the band, the width measured at 1.08mm (a noticeable difference of 0.72mm from 1.8mm). The associate did not have an explanation and was only 'covering' for someone else. I requested she email me notes on our findings and she ensured that when I returned after the wedding (May24) we could resolve this with management. The ring was extremely frail, making it more prone to breakage, scratching, etc. I only wore the ring for one day (wedding day-May24) and on Saturday May 25, my husband and I visited the NYC showroom and requested a resolution. A different associate requested we send the ring for inspection to find out the current details of the ring as there was a concern that it was not my ring (diamond, width, metal composition, etc). The inspection took place and they confirmed the ring was 'overpolished', that this has never happened before and that the only resolution they can offer me is to remake the ring. I am requesting a total refund ($2,786.11) as this was a mistake made by BE and is not a situation covered under their warranty. They have given me the run around, ignored emails/phone calls, accused me of trespassing and redirected me to *********************** (Customer Experience Associate, Resolutions: ************) who maintains that my only options are to get a new ring or receive metal/material credit.

  

  Business Response

  Date: 06/14/2024

  On 12/5/22, the customer placed an order for an engagement ring from Brilliant Earth. The customers order was fulfilled. On 4/18/24, the customer dropped off their engagement ring for refurbishment. Th customers order was fulfilled. On 5/25/24, the customer dropped off their engagement ring for repair. The customer was contacted and offered to have the setting remade which is covered under Brilliant Earths Lifetime Manufacturing Warranty. 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 1/19/23. Brilliant Earth contacted the customer and explained the policy and continues to be open to assisting the customer with their service needs. 

  Customer Answer

  Date: 07/08/2024

  Hi **,
  
   
  
  Thank you for your message.
  
  I just wanted to let you know my complaint has been resolved. 
  
   
  
  Thank you,
  
  Isavel

• Initial Complaint

  Date:06/04/2024

  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 Apr 2022, I purchased a wedding ring from Brilliant Earth for the amount of $24,085 and also a lifetime warranty for any repairs needed. Brilliant Earth makes the following claim We stand behind the quality and craftsmanship of our jewelry. Brilliant Earth offers a free lifetime warranty against manufacturing defects on all Brilliant Earth fine jewelry. This was an important part of our decision to purchase the ring. The ring started to show problems in Dec 2022 with the main diamond becoming loose. I work in an office environment and have no hobbies that would damage the ring. I have a separate ring that is used for more strenuous times where the ring might be damaged. Even with this care, the diamond became loose. I contacted Brilliant Earth and followed the repair process. The ring was returned to me and again had the same problem in Nov 2022 where it was again repaired. Assurances were given that this was solved.In May 2024, the main diamond fell out of the setting during the wedding reception for our daughter. We were able to find the diamond but were embarrassed to disrupt the event while we searched for it. I contacted Brilliant Earth for a 3rd time. The ring was returned and the svc **** indicated they would repair the ring AGAIN. We made it clear we have no confidence in their repair process after multiple failed attempts to fix it. Our request was for a full refund but Brilliant Earth will only repair it. This is unacceptable. We tried to follow the service process but are experiencing a manufacturers defect in how the ring was created. This is causing the main diamond to become loose and cant be repaired. The repair process we invested in is unable to solve the problem. A 3rd repair for the same problem is not acceptable.Our request to Brilliant Earth is to live up to their claim that they stand behind the quality AND CRAFTMANSHIP of the jewelry they sell. In this case, they cannot fix the problem they caused and we need a full refund.

  

  Business Response

  Date: 06/12/2024

  The customer placed an order for an engagement ring, wedding band from Brilliant Earth and a 3rd party lifetime Extended warranty on 4/7/22. The customers order was fulfilled. The customer requested a repair evaluated for their engagement ring and wedding band on 1/3/23, the repair order was fulfilled. The customer requested a 2nd repair evaluation for their rings on 10/25/23 and their repair order was fulfilled. The customer requested a 3rd repair evaluated on 5/17/24. The customers engagement ring was evaluated and the customer was offered to have the setting remade and covered through their Extended warranty. Brilliant Earth has reached out to the customer and we are pending the customers reply.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21802715
  
  I am rejecting this response because:

  We purchased our engagement and wedding ring on April of 2022. The prongs catching on clothing 'started immediately and the center diamond started getting loose. I filed a claim on December 14, 2023 but the diamond shows looseness from its prongs way earlier than that but had to delay filing due to travels and work. I wanted to wear my ring on those occasions. 
  
  2nd repair again - after reiterating the problem on the prongs and the high risk of loosing the center diamond, it still shows after the 2nd attempt of resolving the issue. I filed another claim on November 17, 2023. Again, the diamond looseness in its position happened way earlier than the claim filing date. Had I known, I will file it the day it started getting loose so I can have records on how quickly the ring started to show defect. I received my ring back December 22, 2023 after multiple follow ups. 

  3rd repair - Now, for the 3rd time after receiving the ring with a newly repaired prongs, the center diamond started to get loose again. Because I am attending a wedding, I had to file it after but I was really worried. Yes, this time, the center ******* finally fell off during my daughter's wedding. I am lucky enough that a friend found it. If the center diamond was lost, Brilliant Earth will not replace it therefore, we have to accept that our money was gone. Brilliant Earth is now offering a remake instead of a repair on the ring.

  After reading reviews from Trust Pilot and other consumer review platform, I was finally convinced that we no longer should trust Brilliant Earth and the quality of their repair and jewelry craftsmanship. We do not want to go through such experience again. 

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

  

  Business Response

  Date: 06/18/2024

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth and a 3rd party lifetime Extended warranty on 4/7/22. The customers order was fulfilled. The customer requested a repair evaluation for their engagement ring and wedding band on 1/3/23, the repair order was fulfilled. The customer requested a 2nd repair evaluation for their rings on 10/25/23 and their repair order was fulfilled. The customer requested a 3rd repair evaluation on 5/17/24. The customers engagement ring was evaluated and the customer was offered to have the setting remade, which is covered through their Extended warranty. 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 5/19/22. On 5/31/24, Brilliant Earth contacted the customer and educated the customer on the policy and continues to be open to assisting the customer with their repair needs.

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21802715
  
  I am rejecting this response because: BBB is offering a solution that is already covered by the insurance that we paid for. BBB suggested for us to pay more money for asking to change the design of the ring. Since they do not want to offer a refund on a poor quality ring that cost us a lot of money, emotional distress and problems, I asked for them to cover the cost of changing the prongs design to secure the diamond which was the main issue from the very beginning.
  

  BBB refused to do so and make it looked like they are doing us a favor by offering a discount for customizing the ring. First of all, the ring will not be customized for vanity reasons but to give us security that the repair/remake they are offering is going to be different this time since they have proven that they could not do it after 2 failed repairs which resulted to a diamond falling off.  BBB refused to answer and give clarity on the following questions that we sent their resolution specialist through email. They insist to give us answers through a phone call despite multiple request that we need answers in writing to avoid incorrect reporting. 

  The following questions are still unanswered and avoided. 

  1. What is exactly wrong with the ring - why did it happened in the first place then happened again on the 2nd and the 3rd time? less than 6 months of repair. 
  
  2. What could have they done differently on the 2nd repair in order to avoid the 3rd which is the falling of the diamond?
  
  You said on the call that you want me to experience a 5 star service. 
  
  3. Aside from the repair and remake that is covered by the insurance that we are already paying for, what is it that you have offered me that is above and beyond to appease me since you took over the case? 
  
  The amount of negative reviews regarding their jewelry that are similar to my case is concerning and needs to be revisited by the authority to protect the consumers. 

  

  Business Response

  Date: 06/28/2024

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth and a 3rd party lifetime Extended warranty on 4/7/22. The customers order was fulfilled. The customer requested a repair evaluation for their engagement ring and wedding band on 1/3/23, the repair order was fulfilled. The customer requested a 2nd repair evaluation for their rings on 10/25/23 and their repair order was fulfilled. The customer requested a 3rd repair evaluation on 5/17/24. The customers engagement ring was evaluated and the customer was offered to have the setting remade, which is covered through their Extended warranty. 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 5/19/22. On 6/26/24, the customer agreed to receive the remade setting. Brilliant Earth also educated the customer about the benefits of insuring their ring through a 3rd party to cover loss or theft. The ring was shipped and delivered to the customer on 6/28/24. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21802715
  
  I am rejecting this response because:
  
  I made it very clear to Brilliant Earths representative ****** that we are not accepting their actions as solving the defect in quality and design from their ring.  They repaired the ring again because they will not admit that it is flawed from the beginning.  Their warranty claims they have a lifetime warranty against original manufacturing defects.  The ring has had the same problem multiple times.  Repairing over and over is never going to solve a problem that is with the design and quality of the build of the ring.  We are continuing to try to contact senior executives in the company but no one will respond.  We expect a full refund and advise any future customers to stay away from this company.  When you pay $25,000 for a ring, you expect it to last forever.  Brilliant Earths rings definitely do not and they do not stand behind their product.  They just want to force you to get repair and repair and warn you to pay for expensive outside insurance to get your money back when the diamond falls out and is lost.  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/02/2024

  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.

  Date of original transaction: May 3, 2022. In June 2023, my diamond started to wiggle in the setting. I scheduled a repair appointment, which ended up riddled with issues. They would not communicate with me directly, and once we asked them to list me as point of contact instead of my fiance since he was working in another country and had no access to the phone they had on file for him, they stopped communication altogether. They don't have jewelers on site and ship your item to ********** for repair. Mine was sent, and when I confirmed it was back at the *************** location, I went to pick it up. Shockingly, it wasn't there. Upon speaking with the manager when I got there, I was informed that my ring came back to them in worse condition than when it was dropped off, so they sent it back to ** without telling me. It was then "repaired" again, and sent back to me. During this time, I requested proof of repairs and timelines of events, which they refuse to provide to me. I also asked for proof that my ring was even shipped out, which they also refuse to provide to me. I received my "repaired" ring back in Dec 2023. By March 2024, the head of the band bent - picture attached. I have emailed them repeatedly requesting reimbursement of my faulty band since I now must have it re-set as I cannot trust the integrity of my ring and do not plan to lose my diamond because of horrible craftsmanship by Brilliant Earth. The have not attempted to come to a legitimate resolution. All I am asking is for a full refund of the amount paid for the faulty band.

  

  Business Response

  Date: 06/06/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 5/3/22. The order was fulfilled. On 11/2/23, the customer dropped off their ring to be evaluated for repair. The customers repair order was fulfilled and delivered to the customer on 12/1/23. On 3/21/24, 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 6/17/22. Brilliant Earth contacted the customer and educated the customer on the policy and continues to be open to assisting the customer with their repair needs. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21791091
  
  I am rejecting this response because:

  I have repeatedly told Brilliant Earth that I will not allow my ring back into their possession. I do not believe they were truthful about the timeline of events when they "repaired" my ring in November. It also broke again less than 6 months after their "repair." The photo attached in the original complaint was after their original "repair." They refused to communicate with me while my ring was in their possession. Below is an excerpt of an email sent to Brilliant Earth with my requests for proof of repairs/quality checks they claim they performed as well as the detailed tracking information for each shipment to/from their facility in ** they claimed happened: 

  "I do not trust the integrity of this company or emails that are being referenced, I would like to additionally request that I see some form of proof beyond your internal communications related to the tracking information with a detailed timeline of each to include dates and times of shipments and receipt by your company locations. I essentially demand a full timeline of everything that happened with my ring from 11/2/2023 - 12/1/2023. As I have still not received the ring from ****** this end date is subject to change. 
  
  I still have not received any update on receiving the copy of or proof of the quality checks referenced. Here is a list of my demands around the supposed quality checks: 

  A copy of the initial quality check that was supposedly completed in ********** prior to my ring being shipped back to ****** the first time.
  A copy of the second quality check that was completed prior to my ring being shipped back to me from ********** the second time. 
  A copy of the quality check performed by ***** and/or her team at the ****** location, apparently on 11/25/23 per your email, or any associated notes related to that inspection.

  If you are going to follow up by saying you cannot provide me with the quality check information, then I would also like a detailed explanation around your internal policy that prevents this information being released to me or a copy of the policy itself."

  Brilliant Earth's response to this request: 

  "I understand your requests and I've given you the answers I can provide.  I apologize for the experience you've had in the past and I'm happy to assist you moving forward.

  *******************************
  Area Manager
  Brilliant Earth
  www.brilliantearth.com **************************************
  ************"
  

  They provided me with no information that I requested. I do not trust the integrity of their products and do not intend to pursue any more "repairs" from Brilliant Earth. I am not interested in their faulty products and would like a refund of the amount paid for the band so I may use that money for a new band from a reputable company to ensure I do not lose my diamond. This is absolutely not resolved on my end.

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

  

  Business Response

  Date: 06/12/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 5/3/22. The order was fulfilled. On 11/2/23, the customer dropped off their ring to be evaluated for repair. The customers repair order was fulfilled and delivered to the customer on 12/1/23. On 3/21/24, 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 6/17/22.  On 6/6/24, Brilliant Earth contacted the customer and educated the customer on the policy and continues to be open to assisting the customer with their repair needs. The customer indicated they were not open to further communication via phone or to send in their ring for repair. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21791091
  
  I am rejecting this response because:

  Brilliant Earth continues to not address any concerns. I am not interested in pursing a repair because that would put my ring back into their possession. I believe they either lied about when my ring was sent to be "repaired" the first time OR their first "repair" left my ring in worse condition than when I dropped it off since they refuse to provide me any documentation. I also believe it's possible they lost my ring at some point. I am not willing to lose my ring due to their negligence. As stated in my prior response, they refuse to provide me any documentation related to their "repair," "quality checks," or  proof that my ring was truly shipped to their NJ location twice. They also refused to communicate with me while my ring was in their possession. Therefore, I will NOT pursue a repair and allow my ring back into their possession. I made this very clear in November when my ring had issues the FIRST time. The SECOND issue came only 3 months later. Why would I be interested in the back and forth with their "repairs" and go through the extreme anxiety and emotional distress again when any "repair" will still result in a broken ring a few months later? I do not consider this resolved. 

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

• Initial Complaint

  Date:06/01/2024

  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.

  We will need to go to state AG! I am utterly appalled by the abysmal quality and unscrupulous business practices of Brilliant Earth. My fianc purchased a beautiful engagement ring from them, spending over $2,000 on what we believed was a symbol of our love and commitment. However, our experience with Brilliant Earth has been nothing short of a nightmare. After proposing, we discovered that the ring was too big. We sent it back to be resized, incurring additional fees. Upon receiving the ring back, I wore it only 3 or 4 times before two stones came loose. Alarmed by the poor craftsmanship, I put the ring away for over a year and a half, fearing that more stones would fall out.Recently, I decided to send the ring in for repair, only to be told by Brilliant Earth that the damage was due to "normal wear and tear." This claim is outrageous given that the ring was barely worn! They are now charging over $500 to have a new ring made, on top of the significant amount we already paid for the original ring and resizing fees.This situation reeks of a scam. It appears that Brilliant Earth deliberately sells flawed rings and then charges exorbitant fees for repairs, taking advantage of their customers' emotional and financial investments. An engagement ring is supposed to be worn every day, yet these rings seem designed to fall apart with minimal use.This company is clearly more interested in squeezing money out of its customers than in providing quality products or honoring their sentimental value. I strongly advise anyone considering a purchase from Brilliant Earth to think twice. Save yourself the heartache, frustration, and financial loss.Brilliant Earth, your unethical practices and subpar craftsmanship are unacceptable. You should be ashamed of exploiting people during such an important and joyous time in their lives. If this issue is not resolved immediately and satisfactorily, rest assured that we will explore all possible avenues to seek justice and compensation.

  

  Business Response

  Date: 06/06/2024

  The customer placed an order for an engagement ring from Brilliant Earth in a size 5.5 on 2/16/22. The order was fulfilled. On 3/18/22, the customer requested to resize their ring to a size 6.5. The customers order was fulfilled. On 11/16/22, the customer requested a 2nd resize to a size 4.5 and the order was fulfilled. On 3/7/24, the customer contacted **************** and requested a repair evaluation. Brilliant Earth contacted the customer and provided available repair options and the customer request a return. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 4/1/22. Brilliant Earth educated the customer on the policy and continues to be open to assisting the customer with their repair needs. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21790100
  
  I am rejecting this response because: Brilliant Earth sold a ring that was not worth the quality and standards needed for the amount they sold it for so that it can get damaged easily in order to charge more money for repairs when it would inevitably have issues. Brilliant Earth is a scam and the court will see that too. Lifetime warranty they advertise is not real and they provide refunds to clients way past the 30 days in exchange for deleting negative reviews. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/18/2024

  On 12/5/22, the customer placed an order for an engagement ring from Brilliant Earth. The customers order was fulfilled. On 4/18/24, the customer dropped off their engagement ring for refurbishment. The customers order was fulfilled. On 5/25/24, the customer dropped off their engagement ring for repair. The customer was contacted and offered to have the setting remade which is covered under Brilliant Earths Lifetime Manufacturing Warranty. 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 1/19/23 and the policy was explained to the customer. **************** contacted the customer and we are pending follow up for resolution. 

  Customer Answer

  Date: 06/27/2024

  Hi,
  
   
  
  This issue has been resolved satisfactorily. 
  
   
  
  Thanks! 

• Initial Complaint

  Date:06/01/2024

  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.

  January 5, 2024: Ordered ring at Brilliant Earth showroom in ******;February 9, 2024: Went to pick up ring at ***************. Rejected pickup due to defect. I was told that the ring would be remade since the ring they attempted to give me was not up to their standards;April 2, 2024: Went to pick up new ring. Ring quality was better, but was wrong size (requested 4, given 3.75). Rejected pickup;May 19, 2024: Went to pick up resized ring. They tried to pretend this was the new ring, but it was actually the original defective ring that I rejected. Rejected pickup.I've been reaching out to them since trying to make sure I have my future wife's wedding ring in time for our wedding on June 9th (we leave the state on June 5th, so need it before then). I ordered this nearly 5 months ago, and they have been well aware of our deadline. It is looking increasingly likely my future wife will not have a wedding ring on our wedding day, and they seem to not care at all. Showroom staff has been very kind and understanding, but have expressed they do not have any say in how the production team handles this. It has also been extremely difficult getting in contact with anyone, as their 800 number is fairly useless.

  

  Business Response

  Date: 06/05/2024

  The customer placed an order for a wedding band in a size 4.25 from Brilliant Earth on 1/5/24. The customer picked up the order from a **************** showroom on 2/9/24 and requested the item be sent back for repair evaluation. The customers order was fulfilled and picked up on 3/16/24. On 4/2/24, the customer requested a resize to a 4 and a 2nd repair evaluation. The customers repair and resize order was fulfilled and picked up from the showroom on 6/5/24. 

• Initial Complaint

  Date:05/30/2024

  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.

  This is in regards to a custom built engagement ring that was improperly built by this company, and a subsequent refusal by them to fix it free of charge.- My fiancee's engagement ring bent under the weight of a <1 lb. Amazon package that she was carrying normally in her hand - The Brilliant Earth representative that we took the ring to at their ********* store laughed in her face when she inspected the ring, noting many failures in the build. We were told directly by Brilliant Earth that the custom build is meant to hold a diamond under 2 karats, but our diamond is over 2 karats. They would have known this since they sold us the diamond, and built the ring with the diamond in their possession. This was not known to us when we purchased the custom build in the first place - We sent the ring back to Brilliant Earth for a complimentary repair, and when we received it back from them, they stated to us that the ring was still in very poor condition and should only be worn for special occasions, and remain in the box otherwise due to the fragility of it. They then stated that if we wanted to rebuild the ring, we would have to pay for a new build. This is despite the fact the first build was done improperly and the repair was also done improperly.- We then took the ring (post repair) to 4 different jewelers to get other opinions and they all said the following:A. the diamond setting is tilted B. One prong has been etched too deep and is compromised C. The pav diamonds are still loose D. The welding was poorly done and is bubbled - We then tried to remedy the situation directly with Brilliant Earth, requesting a refund for the custom ring build. We offered to return the metal to them and have them ship us back the diamond since the diamond was paid for separately. They refused - They offered to do another repair or charge us to rebuild the ring correctly

  

  Business Response

  Date: 06/05/2024

  The customer placed an order for a diamond and custom setting from Brilliant Earth on 8/4/22 and the order was fulfilled. On 4/30/24, the customer requested a repair and **************** repaired the ring at no cost, as a courtesy to the customer. The customers repair order was fulfilled. On 6/5/24, the customer requested a return. As stated on ***************** website, custom designed jewelry is not eligible for return. Brilliant Earth contacted the customer and explained the policies and offered to assist with any further service needs for their ring.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21782899
  
  I am rejecting this response because:

  Based on the response from the merchant, they are insuating that my fiancee was wearing her ring for about a year and a half before this issue. What they fail to mention here, and what they have in their files, is that she was only wearing the ring for a month and half before the ring broke. What they also failed to mention in their response was that while we did send the ring in for a repair, it came back to us still as faulty & flimsy as before. Their own representative expressed this to us stating that the ring should be only worn for special occasions and kept in the box for most of the time. I explained all of this in my original complaint which was conveniently ignored by Brilliant Earth in their response. 

  To anyone considering purchasing anything from this business, please note the completely disingenuous response from Brilliant Earth to my extremely detailed complaint. That is what you are going to be dealing with as well. Their customer service team is dispassionate for their business. In my opinion, that is most likely due to the constant complaints they receive for subpar manufacturing. They must be numb to seeing all the complaints. It's such a shame as an engagement ring is supposed to be the happiest purchase for a couple, and Brilliant Earth has turned it extremely sour.  

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

  

  Business Response

  Date: 06/11/2024

  The customer placed an order for a diamond and custom setting from Brilliant Earth on 8/4/22 and the order was fulfilled. On 4/30/24, the customer requested a repair and **************** repaired the ring at no cost, as a courtesy to the customer. The customers repair order was fulfilled. On 6/5/24, the customer requested a return. As stated on ***************** website, custom designed jewelry is not eligible for return. On 6/6/24, Brilliant Earth contacted the customer and explained the policies, offered to assist with any further service needs for their ring and offered to call the customer to discuss any further concerns. The customer rejected the offer for a phone call or to have the ring evaluated for repair. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21782899
  
  I am rejecting this response because:
  
  Brilliant Earth are lying. We sent the ring in for a repair and it came back still broken, hence the rejection of a second repair. Also, I had many phone calls with Brilliant Earth regarding this. I informed them that I did not want to discuss this again over the phone and would like all communication in writing due to their constant lying over the phone and unethical behavior. To any consumer reading this, avoid this company at all costs, and if you have received a faulty product from them, contact your bank or credit card company and you will be reimbursed in the end. Brilliant Earth is not here to help their customers. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/24/2024

  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.

  My husband and I purchased my wedding band from Brilliant Earth in ****** on 3/13/21 for $2,380 (Platinum Riviera Eternity Diamond Ring). There was no mention of this band needing any maintenance or repairs at the time of purchase, and no mention of any other customer issues regarding this band. The band sat in a drawer until we got married on 8/26/21. I take my wedding band off for everything (showering, doing my hair, dishes, any cleaning or washing hands, etc). On 11/8/21 I noticed a diamond was missing from my band. Only having worn it on occasion for a little over two months at this point I was extremely frustrated and sent it in to Brilliant Earth to be repaired. Because it was so soon, they waived the cost as a courtesy. Diamonds falling out this early is absolutely unheard of, and raises the concern of the integrity of the band itself. I continued to have multiple instances of diamonds falling out again on 6/28/23 and then 4/16/24. During the issue on 6/28/23 I was advised to send my ring in every 12 months or so to have it re-dipped to keep the ring in tip-top shape. Although this was not discussed when I purchased the ring I swallowed my frustration and was going to send it in June 2024 to be re-dipped and pay the costs. My ring didnt even make it that long until yet another diamond fell out. I am now being told they wont repair my ring anymore going forward and they will give me a 50% Metal credit + $200 towards a new ring. This is my wedding band that I paid a good chunk of money for, I do not and SHOULD NOT have to buy a new ring if the integrity of it was up to par as they rave about. I told them I do not like having a band I can barely wear because it seems to have been made very poorly. Their suggestion is have to buy a new band from them, and given the poor quality of my current wedding band I am not okay with that solution.

  

  Business Response

  Date: 05/31/2024

  The customer placed an order from **************** for a wedding band on 3/13/21 and their order was fulfilled. On 10/24/21, the customer requested a repair evaluation for their wedding band. The order was fulfilled. On 6/23/23, the customer requested a 2nd repair evaluation and the order was fulfilled. On 4/7/24, the customer requested a 3rd repair evaluation and the order was fulfilled. The customer received their repaired wedding band on 5/10/24. The customer contacted **************** and requested a return or exchange on their wedding band. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/21/21. The customer was offered metal credit towards the purchase of a new ring. Brilliant Earth contacted the customer and continues to be open to assisting with any service needs for their ring. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21757694
  
  I am rejecting this response because:

  Although I am currently working with a manager on a possible solution, no solution has been provided yet.

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

  

  Business Response

  Date: 06/05/2024

  The customer placed an order from **************** for a wedding band on 3/13/21 and their order was fulfilled. On 10/24/21, the customer requested a repair evaluation for their wedding band. The order was fulfilled. On 6/23/23, the customer requested a 2nd repair evaluation and the order was fulfilled. On 4/7/24, the customer requested a 3rd repair evaluation and the order was fulfilled. The customer received their repaired wedding band on 5/10/24. The customer contacted **************** and requested a return or exchange on their wedding band. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/21/21. The customer was offered metal credit towards the purchase of a new ring. Brilliant Earth contacted the customer and offered assistance with any future service needs for their wedding band.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21757694
  
  I am rejecting this response because:
  
  

  I was not contacted by the business regarding any future repairs of my band. All options discussed with ******* at Brilliant Earth have yet to be re-discussed with me. I will not be paying for any future repairs with Brilliant Earth, and my original complaint still stands true. I either would like a full refund of the appraised value of my ring, free or discounted repairs for diamonds falling out of my band in the future, or a new band at no cost that is less than or at the same purchase price as my band. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/23/2024

  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.

  Purchased a ring from Brilliant Earth, which was ready for pickup on 4/12/24. Despite the fact the recipient of the ring was measured in-store the ring that arrived was half a size too big, as Brilliant Earth did not size the recipient properly (evidence attached). On 5/11/24 I returned the ring back to the ********* location who took possession of it and sent it back to be "remade instead of resized", which I have in writing. On 5/16/24, the company informed me they no longer wanted to remake it as they previously communicated they would in person and in email. Spoke with company again on 5/18/24 and they were supposed to have a manager reach out, however, they never did. Called company on 5/22/24 and requested that the setting (not the diamond) be returned given I brought it back to the store and transferred it to their possession within the 30 day return window. Called company again on 5/23/24 and they are now rejecting the return and claiming I am now outside the 30 day return window despite Brilliant Earth having possession of the ring since 5/11/24. If the Associate in the store told me remaking the ring was not an option on 5/11/24 I would have just returned it then. Brilliant Earth intentionally dragged on the timeline with the guise of the ring being remade for the purpose of claiming my request was after the return policy date of 30 days. This is behavior is nefarious, and I am considering legal action if the 30 day return policy for the setting is not honored.

  

  Business Response

  Date: 05/31/2024

  The customer placed an order from **************** for an engagement ring in a size 5.75 on 3/26/24 and their order was fulfilled. On 5/11/24, the customer requested a resize to a size 5.25 and asked that the ring be completely remade. As stated on our website, resizable designs can be resized complimentary one time within 60-days. The customers ring had a sizing tolerance of 2 sizes up and 2 sizes down. The customer requested a full return on their setting and to keep their diamond. The customer was refunded for their setting and picked up their diamond on 5/30/24. 

  Customer Answer

  Date: 05/31/2024

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

• Initial Complaint

  Date:05/22/2024

  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 am writing to file a formal complaint regarding a recent purchase made at Brilliant Earth on May 5, 2023. My fiancee purchased a 2ct ******* super ideal cut D color VS1 ring with an Elodie setting and extended warranty protection plan, totaling $6868.18.Despite the significant investment and assurances provided at the time of purchase, our experience with the ring has been nothing short of disappointing and distressing. Upon picking up the order on May 24, 2023, we immediately encountered issues with the ring.Firstly, the ring suffered from constant breakages due to inappropriate setting and improper diamond cutting to fit the setting. Despite the purchase of an extended warranty protection plan, we were denied coverage for repairs multiple times by the showroom representatives. They claimed that the warranty would not cover the damages as the ring we received was deemed defective.Subsequently, we sought a second opinion from another jeweler, only to discover alarming discrepancies. The ******* ***** we received did not match the specifications of the one we purchased. Furthermore, it was revealed that the diamond had been irreparably damaged due to improper cutting for the setting, a practice contrary to industry standards.In an attempt to address these issues, we reached out to Brilliant Earth to resolve the matter. However, despite our repeated attempts to contact them and our submission of the diamond for review, they have failed to acknowledge receipt or provide any form of communication or resolution.Moreover, our requests for warranty documents and service details have been met with refusal, further exacerbating our frustration and dissatisfaction with the entire experience.Given the substantial financial investment and the significant emotional value attached to this purchase, we feel compelled to seek your assistance in resolving this matter swiftly and satisfactorily.

  

  Business Response

  Date: 05/30/2024

  The customer placed an order for an engagement ring from Brilliant Earth and 3rd party Extend Warranty on 5/5/23. The customers order was fulfilled. On 4/4/24, the customer requested a return for their diamond set in their engagement ring. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/22/23. Brilliant Earth contacted the customer and  explained the policy and offered to have their ring evaluated for repair. Brilliant Earth received a loose diamond without the setting on 4/24/24. The diamond was evaluated and our Graduate Gemologist Team evaluated the diamond and confirmed the diamond dimensions, characteristics and laser inscription match the diamond certificate. They noted there are burn marks along the culet that are not listed on the diamond plot or website video and are unable to speak to the cause of the burn marks due to work performed outside of Brilliant Earth. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects on all Brilliant Earth fine jewelry. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. The Extend warranty was also voided as stated via Extends outlined terms and conditions. Brilliant Earth has contacted the customer and re-explained the policies and has educated the customer about returning their loose diamond purchased back to them. 

• Initial Complaint

  Date:05/16/2024

  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.

  We ordered an engagement ring and wedding band from Brilliant Earth (**********, ** location) 10 months ago. The return policy for full refund is 30 days. Within 4 months of owning the engagement ring, a side stone from the engagement band fell off. We own lifetime insurance and sent it in for repair. Approximately 4 months later, the center stone became loose. We sent the ring in again for repair. The company assured us that they did a thorough inspection and reset all the stones to prevent any further issues. A month and a half later the center stone fell out. We reached out to the company for resolution and requested to keep the center stone and return the remainder of our purchase due to manufacturer concern and failure to provide an adequate resolution. They refused to refund the ring due to company policy and said they will send us a replacement. Our biggest concern is we did not get what we paid for, despite the 30 day refund policy, and all maintenance has been done because of our lifetime warranty. We have read several reviews on the company and it seems as though loose/missing stones is a common problem. Although the return policy is 30 days, the ring quality is not what was promised and has been an ongoing issue for 6 out of the 10 months that the ring has been in our possession. We have a complaint about the inspection process and ability to provide a replacement or repair that is within the standards of the contract and money spent on the ring.

  

  Business Response

  Date: 05/23/2024

  The customer purchased an engagement ring, wedding band and  3rd party extended warranty from Brilliant Earth on 7/9/23. On 11/28/23, the customer requested a repair for their engagement ring and the order was fulfilled. On 3/17/24, the customer requested a 2nd repair for their engagement ring and the order was fulfilled. On 5/12/23, the customer contacted **************** and requested a return on their full order. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/27/23. Brilliant Earth contacted the customer and  explained the policy and offered to have their ring evaluated for repair and we continue to be open to assisting with any service needs for their ring.