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 LLC

  34 E Oak St Ste 2 Chicago, IL 60611

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:05/15/2024

  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 first bought my wedding band in October 2022. A few months later a stone fell out, so I brought it in and they agreed to do a repair. Several months later, another stone fell out. I brought it to them and they remade the ring after assuring me that there was nothing wrong with the setting and the ring was made incorrectly. Both times I was April 7, 2024 a stone fell out again, so I brought it in a 3rd time. At this point it was clear there was a larger issue with the design of the ring, so I asked to exchange it for a different ring. This started a saga going on almost 2 months going in circles with the company. I was working with a customer service rep who originally seemed keen to help me exchange the ring, but has since stopped answering all communications. Its been weeks since I have been able to get ahold of anyone at Brilliant Earth. They are holding my broken ring and have gone dark, and theres no way for me to get through their corporate phone tree to reach an individual person. Even my local showroom couldnt help.

  Customer Answer

  Date: 05/24/2024

  Hello,

   

  I have reached a satisfactory resolution with Brilliant Earth for Complaint ID ********.

   

  Thank You,

  *****************************

  Customer Answer

  Date: 07/09/2024

  We bought both an engagement ring and wedding band with Brilliant Earth. The wedding band has lost stones 3 times, and each time it broke I had to send it in for weeks or months and it was impossible to get anyone on the phone to talk about the situation. I agreed to their recommended repairs the first two times my ring broke, and they even completely remade the ring but it still lost a stone after it was remade. I tried to work with them to exchange the ring for a replacement that did not have the same design flaw, but they held my broken ring hostage and strung me out for months evading emails and phone calls. I eventually filed a BBB claim, but they made me claim that we had found a "satisfactory result" and close it out as a condition of returning my ring to me. My only options were to pay them half the value of my broken ring to get exchanged for one that wasn't flawed, or agree to closing my BBB complaint in order to get my ring back. In the end I will have to take my ring to a local jeweler and pay to get the stones reset into a quality product. We did *not* achieve a satisfactory result and I was bullied into closing my original complaint, so I am now re-opening it.

  

  Business Response

  Date: 07/12/2024

  On 9/3/22, the customer placed an order for a wedding band from Brilliant Earth. The customers order was fulfilled. On 1/8/23, the customer requested a repair evaluation, the customers repair order was fulfilled. On 4/17/23, the customer requested a 2nd repair evaluation, the repair order was fulfilled. On 4/7/24, the customer requested a 3rd repair evaluation. The ring was evaluated and the customer was provided repair options. The customer requested an exchange and they were offered metal credit towards the purchase of a new ring. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 10/15/22. Brilliant Earth repaired the ring at no cost, as a courtesy to the customer. The customer picked up their repaired ring for a Brilliant Earth showroom on 6/7/24. Brilliant Earth has reached out to the customer to work toward a resolution and we are pending the customers reply.

• Initial Complaint

  Date:05/15/2024

  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.

  Complaint Against: Brilliant Earth Order Number: ********** Date of Purchase: September 22, 2023 Complaint:I purchased a diamond ring from Brilliant Earth on September 22, 2023, for our 10th wedding anniversary, under order number **********. I presented the ring to my wife nearly a month later. Since then, the ring has broken four times, requiring multiple repairs. It is noteworthy that Brilliant Earth has possessed the ring for a longer duration than we have, due to the persistent need for repairs. This is unacceptable for a high-value item purportedly designed to celebrate a significant milestone.The ring has failed to remain intact for more than three weeks at a time while in our possession. For context, my wife works in human resources and her job does not expose the ring to any harsh environments or activities that could potentially damage it. This makes the repeated breakages even more concerning.In ***** contrast, the previous ring purchased for our wedding ten years ago, which is of similar style, has remained in perfect condition without any issues over a decade. This discrepancy clearly indicates a significant flaw in the craftsmanship or materials used in the current ring.Despite multiple repair attempts, the ring continues to fail. During the latest repair process, I explicitly requested that Brilliant Earth contact me prior to conducting any repairs. This request was ignored. Furthermore, I also requested to contact me before the ring was shipped back to me, which was also disregarded. This lack of communication and transparency has exacerbated my frustration and disappointment with the companys customer service.In an attempt to resolve the ongoing issue, I spent seven hours on hold this week trying to speak with a manager, after being misinformed multiple times by customer service representatives. Ultimately, I was offered a 15% discount on the purchase of another ring. This offer is inadequate and unacceptable, as I am not in a financial position to purchase another ring, nor should I be expected to.Given the persistent issues with the ring and the inadequate customer service response, I am left with no choice but to seek a full refund. I am requesting a full refund of the purchase price and that Brilliant Earth retains the defective ring. This resolution is the only acceptable outcome given the circumstances, as the ring has proven to be of substandard quality and unfit for its intended purpose.Desired Resolution: Full refund of the purchase price.Thank you for your attention to this matter. I trust that the Better Business Bureau will assist in resolving this issue satisfactorily.

  

  Business Response

  Date: 05/23/2024

  The customer purchased an engagement ring and wedding band from Brilliant Earth on 9/22/23 and their order was fulfilled. On 11/10/23, the customer requested the rings to be evaluated for repair and also to be soldered together and the order was fulfilled. On 1/30/24, the customer requested to have the rings evaluated for repair. The customers repair order was fulfilled. On 4/29/24, the customer requested a repair evaluation and the repair order was fulfilled and shipped to the customer. The customer refused shipment on the order and the order was returned to Brilliant Earth. On 5/14/24, Brilliant Earth contacted the customer and they requested a full return. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 10/28/23. Brilliant Earth explained the policy to the customer and offered to have their repaired items reshipped and continues to be open to assisting with any service needs for their ring. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21714066
  
  I am rejecting this response because:

  While I appreciate that Brilliant Earth has made multiple attempts to repair my ring, I need to highlight several critical points:

  
  Repeated Failures: My ring has broken four times within a short period. This recurring issue suggests a problem with the quality or craftsmanship of the ring. For a $4500 engagement ring, I expect it to be durable and not require frequent repairs.

  
  Customer Expectations: When purchasing a high-value item like an engagement ring, I reasonably expect it to be durable. My previous ring, which was half the price, lasted 10 years without breaking once. The emotional and financial investment in such a purchase should be reflected in the product's quality. Additionally, my wife's work is in human resources, which does not involve any activity that *** damage the ring.

  
  Repair Inadequacies: Although Brilliant Earth has fulfilled my repair requests, the fact that the ring continues to break shows that the repairs haven't resolved the underlying problem. Simply completing repair orders isn't enough if the product remains defective. Each repair has taken no less than three weeks, meaning the ring has spent more time with Brilliant Earth than with me, the owner. It is inconceivable to have to send the ring for repairs every 30 days.

  
  Refusal of Shipment: I refused the shipment on 4/29/24 because I lack confidence in the repairs conducted by Brilliant Earth. This refusal underscores my dissatisfaction with the repeated failures and the effectiveness of the repair process.

  
  Return Policy Limitations: While the return policy states a 30-day window, the unique circumstances surrounding my casenamely, the persistent issues with the productwarrant special consideration. Adhering strictly to the 30-day policy without addressing the recurring defects is unreasonable.

  
  Broader Issue: My case is not an isolated incident. There are over 30 confirmed cases of customers experiencing similar issues with their rings from Brilliant Earth. If necessary, I am willing to provide their contact information to substantiate this claim.

  
  Lack of Follow-Through: Almost four weeks ago, I was offered the opportunity to speak with the repair specialist, which never happened. This offer has been repeatedly extended but never fulfilled, indicating a lack of genuine commitment to resolving the issue.

  
  Unsatisfactory Resolution Offers: I was offered a 50% discount on a lesser-priced ring if I surrendered my current ring. This is essentially a scam, especially considering that gold is currently more expensive than it was six months ago. This offer is not only unfair but also economically disadvantageous to me as a customer.

  
  In conclusion, while **************** has demonstrated a willingness to repair my ring, the repeated nature of the issues calls into question the product's quality and the efficacy of the repairs. Offering to reship the repaired items without acknowledging the repeated failures does not fully address my concerns. Given the circumstances, the only appropriate resolution is a full refund. I urge Brilliant Earth to recognize my frustration and provide a solution that ensures I receive a fair resolution for my investment.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/31/2024

  The customer purchased an engagement ring and wedding band from Brilliant Earth on 9/22/23 and their order was fulfilled. On 11/10/23, the customer requested the rings to be evaluated for repair and also to be soldered together and the order was fulfilled. On 1/30/24, the customer requested to have the rings evaluated for repair. The customers repair order was fulfilled. On 4/29/24, the customer requested a repair evaluation and the repair order was fulfilled and shipped to the customer. The customer refused shipment on the order and the order was returned to Brilliant Earth. On 5/14/24, Brilliant Earth contacted the customer and they requested a full return. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 10/28/23. Brilliant Earth contacted the customer and verified their return shipping information and their repaired rings were delivered on 5/29/24. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21714066
  
  I am rejecting this response because:

  I acknowledge receipt of your response regarding the issues with the engagement ring and wedding band purchased from Brilliant Earth on September 22, 2023. However, your reply fails to address the primary concern regarding the quality and craftsmanship of the ring. Despite multiple repair attempts, the recurring problems with the ring remain unresolved, indicating a fundamental defect in the product.
  
  Firstly, the quality issues have been entirely ignored in your response. Given the significant cost and emotional value of the ring, it is imperative that the product meets the expected standards of durability and craftsmanship. The repeated failures of the ring within a short period suggest a serious quality control issue that has not been adequately addressed.
  
  Secondly, your handling of my complaints has been irresponsible and indicative of a lack of concern for customer satisfaction. Waiting until the last possible moment to respond demonstrates a disregard for the urgency and importance of the issue at hand. This approach undermines confidence in Brilliant Earth's commitment to resolving customer issues.
  
  Thirdly, the return of incorrect items, including a ring of lesser value, further erodes trust in Brilliant Earth's ability to manage and rectify customer concerns. As evidenced by the attached images, the items returned do not match the original purchase, which is unacceptable and adds to the ongoing frustration.
  
  Moreover, the failure to adequately resolve the repair issues is evident. Despite fulfilling repair orders, the ring continues to break, indicating that the repairs have not addressed the underlying defects. This persistent issue has resulted in significant inconvenience, as the ring has spent more time under repair than in my possession.
  
  Additionally, the resolution offers provided have been inadequate and economically disadvantageous. The proposal to offer a 50% discount on a lesser-priced ring in exchange for the current ring does not reflect the true value of the original purchase or the current market price of gold. This offer is unfair and does not constitute a satisfactory resolution.
  
  Furthermore, the conduct of Brilliant Earth in this matter raises concerns about the ethical standards of the business. Exploiting customers, including veterans and hardworking Americans, through inadequate product quality and poor customer service practices is unacceptable. Businesses operating within the ************* should adhere to higher standards of customer service and product integrity.
  
  Given these considerations, the only appropriate resolution is a full refund. The persistent quality issues, the return of incorrect items, and the inadequate resolution offers are unacceptable and warrant a complete refund. I urge Brilliant Earth to take full responsibility for these issues and provide a fair resolution for my investment.
  
  Thank you for your immediate attention to this matter. I look forward to a prompt and satisfactory resolution.

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

• Initial Complaint

  Date:05/14/2024

  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 fianc purchased my ring 2 years ago. And yes I get that thats been a long time however the first time we had it resized we went from a size 8 to a size 6.5 I stated it still felt it would be a little loose. The saleswomen assured me it would be fine and to wear it a while through summer to account for swelling and if I still want it smaller to bring it back in to be resized. Got it back and it was still loose but I was like well it is the winter maybe I should wait we moved to another state, bought a house were renovating yeh know life. I wore the ring collectively 2 months in those 2 years and finally was like I really need to send that in and have it resized. Come to find out the ring can apparently only withstand being put down 1.5. And that the main diamond is loose and the band is bent!?! He spent over 10k on my ring and I wore it for 2 months. So not only is the quality of the product awful. they wanted us to spend another almost 900 dollars for a new band. Ive been talking back and forth with customer service for weeks now and the lowest theyre willing to go is 430$ if I couldnt have the ring resized past 1.5 I should have been made aware of that in the initial consultation.

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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.

  So I got married last September and after wearing my engagement ring for a year the stone became lose and I had to get that fixed. Now after wearing my wedding band for just seven months post the wedding a diamond has fallen off of my band. The company does not provide free product fixes despite saying that they guarantee free servicing if the quality was somehow poor during manufacturing, but since it’s difficult to prove, this guarantee is effectively useless. I had to pay to get my engagement ring tightened. I’m now incredibly anxious that the other diamonds will fall out as well and a bit sad that this happened to a special piece close to my heart so quickly…diamonds shouldn’t be falling out after less than a year. I’ve never damaged it or wear it doing heavy workouts/intense activities. I’m very disappointed and concerned about the quality of Brilliant Earth products.

  

  Business Response

  Date: 05/08/2024

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 4/20/22. On 1/22/24, the customer contacted Brilliant Earth with a repair need for their engagement ring. Their repair order was fulfilled. On 5/5/24, Brilliant Earth contacted the customer and they indicated they have a repair need for the wedding band. Brilliant Earth offered to assist with their repair and the customer indicated this will satisfactorily resolve their issue. 

  Customer Answer

  Date: 05/10/2024

  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,
  
  
  
  Candy C***

• Initial Complaint

  Date:05/01/2024

  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.

  After purchasing the ring, we sent it back to Brilliant Earth for resizing. Within a week of receiving it back, the left stone fell out. Despite sending it back for repairs and having it fixed on January 25, the left stone fell out again. We consulted a local jeweler who confirmed such issues are common with Brilliant Earth rings. Despite requesting a full refund, we were told we were beyond the warranty period. The customer service representatives were rude and unhelpful. With our wedding on May 14, we're left without a ring. Given their 2.7 Consumer Affairs rating,

  

  Business Response

  Date: 05/08/2024

  The customer placed an order for an engagement ring on 9/14/23. On 1/12/24, the customer contacted **************** with a repair need. Their repair order was fulfilled. On 4/18/24, the customer contacted **************** with a 2nd repair need. On 4/29/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 11/6/23. Brilliant Earth contacted the customer and continues to be open to assisting with any service needs for their ring. 

• Initial Complaint

  Date:05/01/2024

  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.

  I had purchased an extended warranty through Extend. Prior to purchase I was not made aware of any terms or conditions. I had reached out and spoken with both Extend and Brilliant earth about having a ring repaired under their warranty. When discussed that the contract had become void without being notified of which. If I was made aware of the terms prior I would not have purchased it. And on top of it I was told I could be refunded and have it cancelled but now both Brilliant Earth and Extend are both pointing fingers at who should pay and who is it at fault all while causing nothing but headache and frustration with me and providing little to no assistance and only requiring me to pay additionally for repairs I do not wish to have made. I am looking to have my ring returned to me as well as get a refund for what I had paid for the warranty. I have been on the phone throughout the day with Brilliant Earth and they have not resolved the issue and have not made attempts to compromise whats so ever. Their only interest has been to collect money from me to perform repairs that I have not requested. I want my ring sent back as well as a refund for the warranty policy that Extend said I would be refunded for.

  

  Business Response

  Date: 05/08/2024

  The customer placed an order for an engagement ring in a size 7 from Brilliant Earth and a third-party Extend Protection Plan on 7/8/23. The customer sent in their ring for repair and the ring measured at a size 6.5, indicating the ring was resized at a 3rd party jeweler; 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 is also voided as stated via Extends outlined terms and conditions. The customer requested to have their ring returned without any repair work completed and the ring was returned and delivered to the customer on 5/2/24. **************** contacted the customer and they stated they contacted Extend and their issue has been satisfactorily resolved. 

  Customer Answer

  Date: 05/09/2024

  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:04/26/2024

  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.

  Ring initially purchased in 09/2021. Wedding in 05/2022, wore wedding band for 10 days when stone fell out. Sent to Brilliant Earth (BE) 06/2022 and told no warranty was honored and I paid for repair. I stopped wearing the ring for approximately 1 year due to fear that stone would fall out. Wore ring intermittently in 10/2023 only to have stone fall out again. Due to BE not honoring warranty the last time, I took the ring to a reputable local jeweler who reset stone. Wore ring for <3 week only for another stone to fall out.Sent back to BE in 01/2024 for repair, to be told that there were defects, but since another jeweler had worked on the ring, no warranty would be honored (despite not honoring it initially either).Brought ring back to reputable local dealer in 03/2024, they refuse to fix the ring due to obvious manufacturing defects, such as porous metal leading to broken prongs and loose stones. Contacted BE in 04/2024, requesting replacement given repeat confirmation (by both local jeweler and BE) that there are defects in the ring, that should have been identified the first time the ring was sent in and the warranty should have been honored initially.

  

  Business Response

  Date: 05/02/2024

  On 9/19/21, the customer placed an order for a wedding band in a size 6.75 from Brilliant Earth. On 6/2/22, the customer dropped of the wedding band and requested to resize the ring to a size 6.5 and to be evaluated for repair. The resize and repair order was fulfilled. On 1/17/24, the customer contacted **************** and requested a 2nd repair evaluation. The customer advised **************** that the ring was repaired by an outside jeweler. 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. Brilliant Earth contacted the customer to provide repair options and the customer requested to have the ring returned with no work completed. The wedding band was returned and delivered to the customer on 2/7/24. **************** contacted the customer and  continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 07/19/2024

  Good afternoon, 
  
   
  
  I would like to retract my complaint #******** against Brilliant Earth. I have been in contact with their customer service department and have come to a resolution. I really appreciate any assistance you have provided in this matter. As of today, all of my concerns have been addressed and I no longer would like to file a complaint or negative review regarding this business. Thank you.
  
   
  
  Kindly,
  *****************************

• Initial Complaint

  Date:04/23/2024

  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.

  I purchased a platinum luxe Versailles diamond wedding band from Brilliant Earth, which was delivered on Jan 10th, 2024. 11 days later on Jan 21st, I returned the ring to the Brilliant Earth as a stone had fallen out from the setting. The saleswoman counseled me to avoid wearing the ring when doing dishes, changing clothes, or folding laundry - the stone initially fell out while I was folding laundry. The ring was delivered again on Feb 5th, and I noted again that a stone was loose, and returned the ring on Feb 14th for repair. The ring was repaired and delivered again on Feb 27th. Another stone fell out again on March 15th despite my babying of this ring as I had been instructed. On March 22nd I contacted Brilliant Earth and I mailed the ring back on March 26th. Brilliant Earth offered to repair the ring at no cost and when I called as I was not satisfied with this they offered that since I was beyond the 30 day return policy to exchange the ring for half metal value towards the price of another setting. They have after more discussion alternatively offered to remake the ring at no cost to me given that they believe there is some issue with the ring I initially received. After reviewing previous complaints online and specifically on BBB regarding the Versailles setting, I do not wish to have this ring remade. It is my impression that there are more significant issues with this setting generally and that the issues I have encountered is representative of this. I would like to reach a reasonable resolution to this issue with the Versailles wedding band and do not believe the current offers are satisfactory given the prior complaints on BBB regarding this specific setting.

  Customer Answer

  Date: 04/25/2024

  Good afternoon,

   

  Im writing to request to close out my complaint # ******** as I was able to reach a satisfactory resolution with the company. 

  
  

  Thank you,

  *****************************

  ************

• Initial Complaint

  Date:04/16/2024

  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.

  My fianc purchased and picked up an engagement ring on 12/7/23. We got engaged on 12/14 and within a few days I noticed that my ring was snagging on everything and one of the side stones was not centered. I went into brilliant earth on 12/20 and they said to bring it back in after the holidays so I could enjoy my ring for Christmas. I brought the ring in on 1/2 to be sent back for inspection. I was contacted by the repairs team that the ring was defective and they would remake the setting. I recieved the ring back on 2/5 and by 2/8 had brought it back into the show room due to the same snagging issue with the prongs as before. They sent the ring back again for more repairs. When speaking to the repairs team, I was concerned that the issue had not been fixed after the remake and spoke in depth about how this time it would be done correctly. They ensured it would be triple checked and sent pictures prior to sending the ring back. I recieved the ring back on 3/2 and by 3/6 brought the ring back for a 3rd time. The prongs were not only snagging, but one of the prongs had broken off after only 2 days of having it after a second repair and prior remake. I went into the showroom on 3/6 and sat down with a manager and consultant who where very helpful and ensured we would be able to change the prongs to fix the problem. After sending it back I was told that they would once again do another "complimentary" remake, to which I said no. They have not been able to make the ring correctly the first three times, I do not trust they will be able to make it right a 4th. They have had my ring since 3/6. There is still no resolution about fixing my ring and I have requested a full refund to which they denied because they said it is outside of the 30 day return window. I have physically had my ring for just about 30 days since 12/14 and they have had it the rest of the time attempting repairs. I expect a full refund due to their inability to properly fix my ring. We are devastated.

  

  Business Response

  Date: 04/25/2024

  On 11/4/23, the customer placed an order for an engagement ring from Brilliant Earth. On 1/2/24, the customer dropped off their engagement ring at a Brilliant Earth showroom with a repair need. The order was fulfilled and the customer picked up the ring on 1/30/24. On 2/5/24, the customer dropped off their engagement ring with a 2nd repair need.  The order was fulfilled and the customer picked up the order on 3/2/24. On 3/6/24, the customer dropped off the engagement ring and requested a 3rd repair. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Brilliant Earth contacted the customer and offered a complimentary repair. On 4/13/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/15/24. Brilliant Earth contacted the customer and  continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21585526
  
  I am rejecting this response because:

  From the beginning, we were given a defective ring, which was identified by the repairs team. We were told it would be fixed the first time it went in for repair on (1/2/24). After a remake, however,  I am continuously having the same issues that I had from the start and keep receiving a defective ring. I even had a prong break only two days after getting it back from the second repair.  After all of this I have lost my faith in the repair team fixing it correctly, which is why I then requested a refund in April. In regards to the refund window ending on 1/15, I think it is extremely unfair to apply that to this situation. I didnt have my ring at that point for 13 days, how could I have requested a refund/return if I didnt have it? As of today, over 4 months from my engagement, I have only had my ring physically for 28 days, that is so incredibly sad. An exception should be made and the refund window should be based on how long I have had the ring with me, not since the original pick up. Is this normal that customers need this many repairs and have barely worn the ring? It is not my fault that my ring keeps needing repairs. Also, these are not complimentary repairs, they are repairs you are doing because the ring is defective. There have been three opportunities to get it right and I am nervous about a fourth repair,  which is only fair since it should have been made correctly the first time. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/02/2024

  On 11/4/23, the customer placed an order for an engagement ring  from Brilliant Earth. On 1/2/24, the customer dropped off their engagement ring at a Brilliant Earth showroom with a repair need. The order was fulfilled and the customer picked up the ring on 1/30/24. On 2/5/24, the customer dropped off their engagement ring with a 2nd repair need.  The order was fulfilled and the customer picked up the order on 3/2/24. On 3/6/24, the customer dropped off the engagement ring and requested a 3rd repair. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Brilliant Earth contacted the customer and offered a complimentary repair. On 4/13/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/15/24. Brilliant Earth contacted the customer and continues to be open to assisting the customer with any service needs for their ring. 

  

  Business Response

  Date: 05/06/2024

  On 11/4/23, the customer placed an order for an engagement ring  from Brilliant Earth. On 1/2/24, the customer dropped off their engagement ring at a Brilliant Earth showroom with a repair need. The order was fulfilled and the customer picked up the ring on 1/30/24. On 2/5/24, the customer dropped off their engagement ring with a 2nd repair need.  The order was fulfilled and the customer picked up the order on 3/2/24. On 3/6/24, the customer dropped off the engagement ring and requested a 3rd repair. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Brilliant Earth contacted the customer and offered a complimentary repair. On 4/13/24, the customer requested a full return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/15/24. Brilliant Earth contacted the customer and provided the option to repair/remake their ring and explained we are not able to provide a return outside of policy. However, Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

• Initial Complaint

  Date:04/13/2024

  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 was told I would receive a call back from Brilliant Earth within 30 minutes, 3 1/2 hours ago. Here is the recap of my experience with Brilliant Earth:I received an engagement ring from Brilliant Earth on January 18th, 2024. In mid-late March (just under 2 months of having the ring) I noticed one of the pave diamonds had fallen out of the band. I contacted Brilliant Earth on March 29th and was told to mail the ring back, wait for an assessment, and that the repair would/could take 4-6 weeks. I have a destination wedding planned for early May, so I hesitated to send the ring back and planned on taking it to a local Jeweler to get a small replacement stone. I went to two local jewelers i(highly reputable with over 20 years experience) and was told this is a much bigger repair. When they looked under their magnifier, they showed me where the ring had been soldered to potentially fix a casting issue the spot was under where the diamond had fallen out. The center stone was uneven not set correctly. The prongs were not done correctly my hair and other fibers were getting stuck in them. Another pave diamond was missing from one of the prongs. Several of the pave diamonds were loose. The ring was simply not to industry standards. Both jewelers use the same phrase NOT A NEW RING. Neither jeweler would agree to work on the ring due to the poor quality. Both said any business who stands behind their products would replace the ring/setting.I am getting married in less than 4 weeks now and I cant get anyone from Brilliant Earth to respond or give me a reasonable resolution. When I call, I get maybe 4-6 weeks, we will evaluate, assess for repair, and propose options. I am hesitant to send my ring back without a commitment and resolution that meets my expectations. My expectation now is that Brilliant Earth will stand by their product and reputation and replace NOT repair my ring WITHIN a time frame that enables me to where it for my wedding.

  Customer Answer

  Date: 04/22/2024

  A representative from Brilliant Earth has reached out to me and we have a plan that will result in an acceptable resolution to my complaint.  I have attempted to close this item out via the link above, but I can't seem to figure out how to do that - the link says there is no action required of me.  Please let me know if there is another approach I should take to communicate the status from my perspective.

  
  

  Thank you,

  
  

  ***********************