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, LLC

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

• 

  Brilliant Earth

  15125 N Scottsdale Rd # L1-100 Scottsdale, AZ 85254-2181

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:02/20/2024

  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’ve been watching Brilliant Earth for years now, dreaming about my engagement ring and when that wonderful time would come. In 2023, I noticed they had the perfect ring for me and sent hints to my now fiancé. My fiancé placed the order for thousands of dollars back in May of 2023. He proposed to my surprise right at the end of September. I’ve been wearing the ring less than 5 months. At around 4 months in I noticed the ring start to discolor which I thought was odd. It’s also not a smooth finish anymore, even though I take my ring off to shower or wash my hands. I recently contacted Brilliant Earth with my concerns. This ring is brand new and I’m no ring expert, but I don’t think it should look as horrible as it does after 4 months of wear. The customer service lady by the name of ***** told me my only option would be to send in my ring to be refurbished back to new and it would cost $125 but they may be able to waive my fee for this first time. To say I’m shocked is an understatement. I had no idea that when we thousands of dollars we spent on a ring, we would have to continue to spend hundreds to maintain its appearance. I’m also afraid my wedding band will do the same thing once I begin wearing it. I asked ***** from customer service if we could send them back both rings as an exchange for the rings we actually wanted (rings that won’t discolor after 4 months). She said she could offer me half of what we paid to go towards the replacement but we would still need to be another thousand just to get a ring that won’t discolor. I’m honestly sick to my stomach and at a loss for words at how Brilliant Earth is handling this situation. This was supposed to be a dream time in my life, and my dream ring has turned into a nightmare. Buyer beware!! Brilliant Earth does not stand behind their products, and does not stand behind their customers. Brilliant Earth doesn’t value customer feedback nor care to find a reasonable resolution with their discolored products.

  Customer Answer

  Date: 02/21/2024

  Hello,

   

  This email is in regards to the complaint ******** that is referenced below. 

   

  Brilliant Earth and I have come to a resolution. Please remove this complaint as it is being resolved. If you have any questions, please let me know.

   

  Thank you,

  Taylor *****

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

  Customer Answer

  Date: 05/08/2024

  I would like to reopen that complaint because the resolution is faulty as well and the quality of their products is awful. 

  Customer Answer

  Date: 05/08/2024

  Unfortunately I am writing this as a follow up to my previous complaint.
  
  
  Previously Brilliant Earth and I came to an agreement that they would waive their return policy and allow me to exchange my white gold rings that were changing colors. Brilliant Earths employees all mentioned that if we upgraded from white gold rings to platinum rings the colors will not change on my rings and the rings will be much more durable. I thought this was great but the key here is that I was to pay to upgrade my old white gold rings that were changing colors, to the platinum rings. We were more than ok with paying for this upgrade as we trusted and believed Brilliant Earth and were grateful they were bending on a policy for us. Two months after receiving my new rings, my durable platinum ring is scratched. Its clear the ring is not durable at all. This ring is worn on my non-dominant hand and I do not work a laborious job. I actually work from a laptop for work so my hands are never getting roughed up. I take my jewelry off before every shower. Even when working out, I take all of my rings off because if not they will pinch my skin. Im honestly shocked at seeing how scratched my Brilliant Earth ring is because on my dominant hand, I wear a 50+ year old platinum ring that was my great grandmothers. My dominant hand is the hand I use to open jars and do a majority of things with, yet her ring is intact and has zero scratching even after 50 years. Now HER ring is platinum that I can be sure of and its durable just like platinum should be. My Brilliant Earth ring however, I am struggling to believe is even platinum. Thats why I keep putting platinum in quotes. I dont know how platinum would scratch this bad after two months of minimal wear. Is Brilliant Earth mixing metals and thus my platinum ring isnt fully platinum? I dont know that answer. My first Brilliant Earth ring that initiated this complaint was for our white gold rings discoloring after 3 months of wear. Now this is becoming extremely concerning that two products Ive received from Brilliant Earth are faulty. Its so upsetting because I wanted this platinum ring to be the final resolution to my first issue. I wanted to wear this ring for the rest of my life and then be able to pass this ring down to my kids. After my two separate cases of faulty Brilliant Earths rings not lasting more than 3 months, it truly makes my stomach turn. Weve spent our hard earned money on these rings AND even more money for the upgraded platinum rings that were supposed to last us a lifetime. We trusted Brilliant Earth but it looks like we shouldnt have. Today Ive contact their customer escalation/resolution department, which is who I worked with during my first issue. I asked for them to take their rings and just give us our money back. All we want is to do is move on and wash our hands of this company. However, Brilliant Earth is now claiming they cannot waive their return policy even though they did the first time. Its obvious they were ok bending their return policy the first time because they worked hard on convincing me to spend more of my money for the durable platinum upgrade. Now that this second situation is occurring and I refuse to give Brilliant Earth any more of my money, and they dont want to bend their return policies because that means they will be losing money. Instead they rather me lose more of my hard earned money. The only solution I was given from the resolution team was to send in my rings for an inspection/repair. When I asked what this entailed and how much more money would I be expected to give, they couldnt provide me an answer. They couldnt tell me how the repair process would go. Would they give me a bandaid fix? Would I be back again in two more months asking them to fix my rings again? Would they make me spend more money? This would be why I want my money and to be done once and for all. Again, we want to wash our hands of this company and never look back. The time in your life that is supposed to be so special, meaningful, and blissful has been more than tarnished because of Brilliant Earth. Brilliant Earth really doesnt care about providing exceptional customer service like their website says. They want to give you a quick bandaid fix. Theyll send you copy and pasted pretyped email scripts and just see you as a number. They will send you through a series of trials and tribulations and try to wear you down to give in. They offer no real solution even after youve given thousands to their company. My advice is to stay away from Brilliant Earth. Support your local jeweler as they will certainly care more about you and treat you much better. 

  

  Business Response

  Date: 05/13/2024

  The customer purchased a white gold engagement ring from Brilliant Earth on 4/19/23 and their order was fulfilled. The customer contacted **************** on 1/**/24 and stated their white gold ring was experiencing rhodium wear. Brilliant Earth assisted the customer with an exchange to platinum on 2/21/24 and the customers order was fulfilled. The customer contacted **************** on 5/8/24 with a repair need on their platinum ring. 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 6/4/23. Brilliant Earth contacted the customer and continues to be open to assisting with any service needs for their ring. 

• Initial Complaint

  Date:02/18/2024

  Type:Customer Service 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 bought a ring from this mercahnt and I feel they are doing a fraud. the grade of the diamond on the invoice is different from what *** has certified .I strongly feel they are duping the customer as invoice and certificate from *** authority should not have diiferent details.I am adding the picture of the invoice and *** certificate for comparison.. This is on the behalf of several customers they might have duped and will continue to do so.iN THEIR invopice they have mentioned the diamond is super ideal however it is ideal as per the *** certificate, This in my oerspective is cheating

  

  Business Response

  Date: 02/28/2024

  The customer placed an order from **************** on 5/8/23 and the customers order was fulfilled. On 7/3/23, the customer contacted **************** with questions about their diamond certification. The customer was educated about the language used by independent institutes such as the *********************************** (IGI) to rank the overall cut of a diamond which is also outlined on the Brilliant Earth Website. Brilliant Earth contacted the customer and confirmed they had no further questions regarding their diamond's specifications. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21312217
  
  I am rejecting this response because:

   

  I was told by the business that they will look into the matter and see what they can do. later they called back and said there is nothing they can do. 

   

  I had alo highlighted about a bangle that was received by the business along with the diamond that was tarnished I was again told they will look into it and see if it can be replaced. Nothing has been received so far. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/06/2024

  The customer placed an order from **************** on 5/8/23 and the customers order was fulfilled. On 7/3/23, the customer contacted **************** with questions about their diamond certification. The customer was educated about the language used by independent institutes such as the *********************************** (IGI) to rank the overall cut of a diamond which is also outlined on the Brilliant Earth Website. Brilliant Earth contacted the customer and confirmed they had no further questions regarding their diamond specifications. Brilliant Earth contacted the customer on 3/5/23 to answer additional questions related to complimentary gifts received with their order and the customer indicated they have no further questions. 

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21312217
  
  I am rejecting this response because the business called and said "sorry we cannot do anything about it" 

  no effort was made, no action was taken.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: *********** placed on 7/29/2023
  We are extremely disappointed in BE and its products. My fiance purchased my engagement ring just over 6 months ago. It is an oval lab-grown diamond set in the versailles band. In the 6 months I have had the ring, 2 of the diamonds in the band have fallen out. We have had to send it out for repair due to "manufacturer defect" for a total of 2 months. It is truly unacceptable that in that amount of time, we have lost that many diamonds, and I have been without my ring for that long. I am always careful when wearing the ring, never sleep, shower, or wash my hands with it on, and now I live in fear every time I wear it that this is going to keep happening. For a company that claims to stand by its product, we were very surprised they wouldn't address this issue and come to a resolution with us. We wanted to return the ring and purchase a new one (still through BE to keep our business) but all we were offered was a 50% credit which we do not believe to be sufficient whatsoever. The 30-day return policy is ridiculous when it comes to an issue regarding the quality of the ring itself. If the issue was simply not liking the style/look of the ring, then we would understand not being able to return it. We are seeking a full refund due to this manufacturer issue and sincerely hope this complaint can be resolved.

  Customer Answer

  Date: 02/14/2024

  Hello,
  I am writing to inform the BBB that our complaint against Brilliant Earth has been resolved and we are satisfied with the outcome that was provided. 
  
  Thank you!
  Lexi
  

  
  

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/11/23 I dropped off my ring to upgrade my ring to platinum and add lifetime warranty. I paid $842.69 on 12/14 and was told the ring would be ready on 1/10/24, and asked about the warranty.I paid $115.54 for the lifetime warranty on 12/19.I continued to receive emails about adding a warranty.I was told that the $115.54 payment was for a 5 year warranty while the lifetime warranty was $549.I received a $100 discount on the warranty and paid $334 on 12/29 for the lifetime warranty.The total paid was $1292.23.On 1/2/24 I was refunded $100. On 1/10 I was told the ring would be late.I requested overnight shipping during which I learned that I still only had the 5-year warranty.On 1/11 I picked up my ring and noticed that the prongs were too high, threatening the security of the center stone.The ring was sent back to be fixed. It was confirmed then that I had the lifetime warranty.I spoke with management to ask about the ring and refund status. I was informed the ring would be done 1/20.I was told on 1/18 that I had already received a refund of $100, a discount of $100 and a waived balance of $132.40 so she could not offer me anything else.This was the first time I had ever heard about a balance.After speaking with the manager she admitted that I had been overcharged, which was why I had received the refund of $100.She again could not tell me what the balance of $132.40 was for.The next day I was told pickup was set for 2/23.I spoke to the same member of management that day who told me pickup would be on 1/23 and that she still could not offer me any money back because of the discount I had already received.1/23 I picked up my ring at the showroom it was still unsatisfactory.The manager assured me that I would be receiving communication from upper management.After not receiving any communication I emailed to set up a call which was missed.After many attempts to contact her I was told the ring would be available for pick up on 2/13.My last communication was 1/30.

  

  Business Response

  Date: 02/09/2024

  The customer placed an order for two engagement rings on 12/27/21 and their order was fufilled. On 12/11/23, the customer exchanged one of their engagement ring settings for the same style in platinum. Additionally, they requested to add the Extend Lifetime warranty to the order. Brilliant Earth contacted the customer and provided pictures of their exchanged ring as well as an estimated delivery to our showroom for pick up. 

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  
  We have come to a mutual agreement with Brilliant Earth and are willing to close this case based on the resolution.

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

• Initial Complaint

  Date:01/27/2024

  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.

  I purchased a ring for $11,366.12 (split into two payments on 12/3 and 12/5. The ring eventually shipped out and we received it, but my wife wasn't certain that it was what she wanted, so we returned it to the store, and looked at a few replacements. The replacements were more expensive, so we weren't sure if we could afford it, but the salesperson ****** promised us that we would have another 30 days to return or exchange once the new ring arrived, so it was no risk to do the upgrade. This gave us the confidence to order the ring, so we paid the remaining balance of $4,226.68, bringing the total to $15592.80. Several weeks later, just before the ring was supposed to arrive, I received an email saying I owed an additional $975. I called the company, since I had already payed in full while in the store, and they told me that they had made a mistake when telling me the price, and I actually owed more. I told them that I understood, but the additional money was above what I could afford, and I would just like to cancel the order, as I hadn't received the ring yet. They told me that it was actually final sale, despite having been promised we could return this ring for 30 days after we received it, and we hadn't yet received it. I spent hours on the phone with the company over the next few weeks trying to get my money back, but they just kept telling me that they couldn't accept a return, and they couldn't honor the price I had been told when I agreed to the purchase. They currently have the ring and my $15592.80. The final call I had with them, they offered to return the setting, but not the diamond. I don't think it's fair for them to promise me one thing to get me to agree to the purchase, then change the terms after the fact, change the price, and demand that I must accept this new agreement that I never accepted in the first place. I want them to honor their word and return my money. I have spent far too long, and missed too much work dealing with their dishonesty.

  

  Business Response

  Date: 02/05/2024

  The customer placed an order for an engagement ring on 12/3/23 and the order was fulfilled. On 12/24/23, the customer placed an order to exchange their engagement ring within the standard 30-day return exchange period; specifically requesting a higher priced center stone. The new price of the diamond (including tax) is $15,592.80. The price of the original diamond (including tax) was $10,391.56. The customer received full credit for the payment on the original diamond, leaving a remaining balance of $5,201.24. The customer made a partial payment of $4,226.68 and has a remaining balance owed of $974.56. Brilliant Earth has contacted the customer and explained the remaining balance due and the customer requested a return.  As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customer’s return/exchange policy ended on 1/15/24. Additionally, exchanged items are also ineligible for return as stated on our website.

• Initial Complaint

  Date:01/26/2024

  Type:Order 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 ordered a ring and contacted the company to return the item within the return date window, I had to contact them 3 different times to have them send me a return shipping label which they say they will do when you request a return. After 3 failed attempts to get a return shipping label from them after them telling me they would send it to me, the fourth person finally emailed it to me and I sent the ring back and now they are stating I cannot return it because it’s outside of the return date window but if they would have sent me the label when they were supposed to then we wouldn’t be in this predicament. Now they keep telling me they cannot accept the return (even though the return was already approved and they now have the ring in their possession) and now I feel they need to return the two payments that were taken from my bank account for the ring that I returned.

  

  Business Response

  Date: 01/31/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 10/30/23. On 12/5/23, the customer called Brilliant Earth and requested to return their order. On 1/11/24, the customer contacted Brilliant Earth and claimed they had not received their return label and were advised their return period ended. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customer’s return/exchange policy ended on 12/10/23. Brilliant Earth contacted the customer and re-explained the 30-day return/exchange policy. 

   

  Customer Answer

  Date: 02/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company has failed to perform their part of my return and they have the details completely wrong regarding my return. I placed an order with Brilliant Earth on 10/30/23. I received the ring at my house on November 14th. On 11/28/23, I contacted Brilliant Earth through their online chat communication and spoke to ****** ** and asked for a return of my ring. ****** notified me that I was within the time limit to return my item and that they would send me a return shipping label within 24-48 hours to my email. I never received a shipping label. So I called Brilliant Earth again on 12/5/23 and spoke to someone at that company verbally regarding returning my ring and I told her I never received a shipping label. She told me I was still within the time limit allowed to return my item and that Brilliant Earth actually extended their return time to 60 days instead of 30 days due to the holidays but that I was still within the normal 30 day return window. She apologized that I never received my return label but reassured me that she cancelled the order and a return shipping label would again be sent to me within 24-48 hours via my email. I once again never received a shipping label. I then spoke to someone, a gentleman through their online chat communication that told me the previous woman I spoke to over the phone cancelled the order but didn't fill out the return request correctly and that he would fix it and that I would be receiving a return shipping label within 24-48 hours via my email. I made sure he had my email written correctly and he confirmed that he did and that I would receive it. I also asked him what I needed to do to get the payment that was taken out through affirm from Brilliant Earth reimbursed to me and he stated that once I receive my return shipping label and return the ring that Brilliant Earth would cancel the order and then I would be reimbursed. Well, I once again did not receive a shipping label to return my ring. Then I contacted Brilliant Earth again on 1/11/24 and spoke to someone again through the online chat communication. I explained my situation, she stated I was outside my return window and I explained very detailed how many times I had requested a return label within the time allowed and that Brilliant Earth had failed several times to send it to me and that if they would have sent it to me when I originally asked the three times before than I wouldn't be having to request one again. They FINALLY sent me a return shipping label and agreed that I was rightfully within my time allowed when I first requested a return label. So I sent the ring back to Brilliant Earth, I received confirmation that they received it and now they are stating that the 2 payments totalling $570.26 will not be returned to me because I am outside of the time allotted to return the ring. Once again, if Brilliant Earth would have sent me a return shipping label when I first requested it or the 3 other times I requested it after that point then we wouldn't still be dealing with this. I have talked to several Brilliant Earth customer service reps and most say that I was rightfully within my time limit. However, ******* still states that I am not and she is refusing to speak to me about the matter via my choice of communication which is through email. I am still requesting a refund of the $570.26 that was wrongfully taken from me by Brilliant Earth.
  
  
  
  Sincerely,
  
  
  
  Candi ********

  

  Business Response

  Date: 02/09/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 10/30/23. On 12/5/23, the customer called Brilliant Earth and requested to return their order. On 1/11/24, the customer contacted Brilliant Earth and claimed they had not received their return label and were advised their return period ended. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customer’s return/exchange policy ended on 12/10/23. Brilliant Earth contacted the customer and re-explained the 30-day return/exchange policy via email and offered to schedule a phone call and we are pending the customer’s response. 

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a necklace as a gift for my Daughter. When I placed the order it wasnt clear about a billing address which was different from the shipping address. The order was declined because the information was incorrect but their removed the funds from my account.The transaction is still pending now since 1/20/24. I have contacted the company and chase bank several times with no resolution.There is no order to be submitted. I cannot get anywhere with this company. They are pointing a finger at the bank and the bank back at them.

  Customer Answer

  Date: 02/01/2024

  BBB,
  In regards to complaint #********
  Company Brilliant Earth has been responsive to my complaint and we have come to a resolution.
  Please remove this complaint from their file.
  
  Thank you for your assistance,
  
  *********************
  
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  Hello I put a diamond on layaway April 2023. I paid *************** on December 27, 2023 the diamond was $13,970 and the setting was $1,550. Per there website they stated a lifetime upgrade as long as the price is 1.5x the original price of the diamond only. I received my fiancs engagement ring on January 9, **** and returned it for an upgrade the very next day as it was a bit too small for my fiancs liking. The diamond was returned and received by them on January 16,**** and I received a call on January 18,**** saying I owed a $5,000 previous balance on the original ring. I have all my receipts, layaway deposit receipts, remaining balance receipts being the most recent one dated 11/27/2023 that I owed $2,554 which was paid in full. They are stating there was a mistake on their billing department however that is false. They are refusing to return my ring and honor my upgrade unless I pay this magical balance or $5,000. Regardless of that- in the scenario that it was missing I have received multiple payment receipts and a billing department mistake should not be passed on to the consumer it is ethically unfair after speaking to 4-5 representatives who all told me the diamond was paid in full not to mention I have bank statements to PROVE. They are refusing to send me back my diamond I paid $15,550 for and received. I sent back for an upgrade and now I magically owe more money on it? Please help. I am out $15,550 and the diamond.

  

  Business Response

  Date: 01/25/2024

  The customer placed a layaway order for a diamond on 4/19/23. The customer signed a layaway receipt which outlined the terms and conditions of their order on 4/27/23. On 11/5/23, the customer contacted **************** and requested to cancel their layaway order due to a broken engagement. As outlined on the Brilliant Earth Website, layaway payments are non refundable after 30 days from the initial purchase date and customers are charged a 20% restocking fee for the full price of the order with the remaining balance applied as store credit. The customer requested to reinstate their layaway order. On 12/27/23, the customer requested to add a setting to their layaway order. The customer requested to upgrade their diamond and setting and were advised of the remaining balance owed after total payments received by Brilliant Earth.  Brilliant Earth has offered to extend their layaway and the customer has agreed to sign a new layaway receipt outlining the terms and conditions. The customer had indicated this will satisfactorily resolve their complaint.

• Initial Complaint

  Date:01/18/2024

  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.

  Ordered a $14,408 engagement ring and $2,479 Wedding Band that were picked up on 7/28/23 after resizing. On 9/5/23 my wife noticed that her new rings had become quite misshapen and scarred. She did not wear the rings while working out, showering, sleeping, or anything of that nature. She only wore them when she would leave the house to pick up the kids, grocery shop, attend church, or attend social functions. We contacted Brilliant Earth on 9/6/23 about what appeared to be a defect. We dropped the rings off at the ****** retail location on 9/8/23. Their offer was to give us a metal credit of 50% toward a new setting for the engagement ring, and repair/refurbish the wedding band to its original condition. I was not happy with the option on the engagement ring. After a week of thought, arguing, and research I decided to take them up on the metal credit offer as they had the rings in their possession. I decided it was an expensive mishap that was not my fault but I would just pay to achieve closure. Even though I 100% believe this occurred due to the quality of the metal and craftsmanship, I did not have the desire to fight through it. We decided to go with a slightly different setting that cost a bit more. The total price for the new setting after the metal credit was $1,098. I picked up the rings on 11/10/23 and they were as beautiful as before. On 1/15/24 we notice the new engagement ring is incredibly misshapen again. The wedding band appears to be fine. I posted a couple of reviews on ****** and yelp about the previous experience and Brilliant Earth contacted me on 1/16/24 After she was done I let her know that the new ring was severely misshapen as well. I sent her pictures of the new ring and told her that we would like a refund. As of 1/18/23, the representative has said that we must send the rings in once again for evaluation. I am afraid they will offer a metal credit again. We will only be satisfied with a refund.

  

  Business Response

  Date: 01/25/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 5/25/23 and the order was available for pick up on 6/16/23. The customer picked up the order on 6/26/23. The customer placed a second order for a wedding band on 7/16/23 and dropped off their engagement ring to be resized on the same date. The customer picked up their wedding band and resized engagement ring on 7/28/23. The customer dropped off both rings and requested a repair on 9/8/23. The customer was provided a complimentary repair on their wedding band and metal credit towards an exchange on their engagement ring (setting). The customer picked up their rings from the showroom on 11/9/23. On 1/16/24, the customer notified **************** of another repair need on their engagement and were offered to have the ring evaluated. The customer requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/16/23 for their engagement ring and 8/27/23 for their wedding band.The customer dropped off their engagement ring on 1/22/24 and the ring is currently pending evaluation. Brilliant Earth continues to be open to assisting the customer with any service or repair needs for their ring.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21166149
  
  I am rejecting this response because:
  
  This is a warranty issue not a return window issue.  My wife has now had 3 platinum rings from brilliant earth in 6 weeks of wear become out of round. One of these were so misshapen that Brilliant Earth deemed it to be irreparable.  I am still waiting to hear back on the most recent one. There are manufacturer defects ****************.  Brilliant Earth does not stand behind their quality or warranty.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/02/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 5/25/23 and the order was available for pick up on 6/16/23. The customer picked up the order on 6/26/23. The customer placed a second order for a wedding band on 7/16/23 and dropped off their engagement ring to be resized on the same date. The customer picked up their wedding band and resized engagement ring on 7/28/23. The customer dropped off both rings and requested a repair on 9/8/23. The customer was provided a complimentary repair on their wedding band and metal credit towards an exchange on their engagement ring (setting). The customer picked up their rings from the showroom on 11/9/23. On 1/16/24, the customer notified **************** of another repair need on their engagement and were offered to have the ring evaluated. The customer requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/16/23 for their engagement ring and 8/27/23 for their wedding band.The customer dropped off their engagement ring on 1/22/24 and the ring has been evaluated for repair. Brilliant Earth called and emailed the customer and we are pending contact. **************** continues to be open to assisting the customer with any service or repair needs for their ring.

• Initial Complaint

  Date:01/11/2024

  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.

  In June 2022, my husband and I bought a platinum Versailles wedding band (3/8 Ct. Tw., size ****) from Brilliant Earth (BE) for $2,109.40. We received the ring in Aug. 2022 and got married in Sep. 2022. By Feb. 2023, I noticed loose diamonds in my band and contacted BE for repairs. They offered a free replacement, citing design updates that would, allegedly, better secure the stones. I lost the sentimental value of my original band, but accepted the offer. Flash forward to Jan. 2, ****, I noticed a diamond went missing from my replacement band. I contacted BE's customer service immediately to request assistance. Despite being promised a response in ***** hrs., I received none. I reached out via online chat on Jan. 5, and the service rep offered a 50% metal credit, which I found offensive given my situation. Requesting to speak with a manager, I was told it would take 24 hrs. for them to "review the information." How it could take that long to review my file is beyond me, but regardless, I obliged. After a week, I was finally able to connect with ******* on Jan. 9. During our conversation, she again offered the repair assessment or 50% metal credit (which she touted as a major improvement from their previous offering) options. I expressed my disappointment with the product's quality and noted concerns raised by other jewelers and customers about its design and construction, and I insisted on a refund. ******* claimed she was the only customer-facing person I could speak to, and was unable to authorize a refund due to being "outside of the generous return window." Despite taking excellent care of my jewelry, the defects occurred from simple, everyday wear. Dissatisfied with the customer service, overall experience, and especially the jewelry's quality, I have no confidence that a repair or replacement would resolve my issue based on my own experience. I seek only a refund for BE's defective design/product, as the jewelry failed to meet expectations and BE's promises.

  

  Business Response

  Date: 01/17/2024

  The customer placed an order for a wedding band on 6/9/22. The customer contacted **************** on 2/**/23 with a repair need and the ring was remade at no cost and returned to the customer on 3/24/23. The customer contacted **************** on 1/2/24 with a 2nd repair need and were offered to have the ring sent into Brilliant Earth for evaluation. The customer declined and requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/20/22. Brilliant Earth continues to be open to assisting the customer with any service or repair needs for their ring.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21125432
  
  I am rejecting this response because:

  While I appreciate that Brilliant Earth (BE) is open to repairing my ring, I have already pursued this option once, and it has resulted in an even worse outcome than when I sought the original repair (i.e. this time, I actually lost a marquis ******* from my setting). Beyond this, BE has yet to take ownership or acknowledge that their product did not meet expectations of quality, durability, or longevity, as touted on their website. Finally, I am being informed that the company cannot authorize a refund outside of the standard return policy, when I can see clearly that this courtesy was extended to another customer with an almost identical experience to mine. However, unlike this other customer, I have actually attempted to have BE repair my ring and even accepted a replacement, to only experience the same issue in less than a year after its receipt. For this reason, I keep my complaint open until a refund can be processed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/24/2024

  The customer placed an order for a wedding band on 6/9/22. The customer contacted **************** on 2/**/23 with a repair need and the ring was remade at no cost and returned to the customer on 3/24/23.. The customer contacted **************** on 1/2/24 with a 2nd repair need  for their wedding band and were offered to have the ring sent into Brilliant Earth for evaluation. The customer declined and requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/20/22. Brilliant Earth contacted the customer and explained the return/exchange policy and that it had expired. Brilliant Earth continues to be open to assisting the customer with any service or repair needs for their ring.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21125432
  
  I am rejecting this response because:

  It is essentially a copy and paste of Brilliant Earth's first response to my rejection, and does not acknowledge or respond to any of the points noted in my initial rejection. I will continue to keep my complaint open until a mutually beneficial resolution is met, and until Brilliant Earth responds to my specific complains as noted in my initial rejection.

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