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:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring from this company online. The stone was represented to be **** carat, Color Grade I, Clarity Grade VVS1. I received the ring and waited for the time to propose. When the time came I had the ring evaluated to confirm its quality. I was shocked to hear from 2 different diamond experts that the quality of the stone was nowhere near what I was sold.They indicated that the stone was less than a carat, closer to K in Color and had many inclusions. They indicated that you could easily see these facts and that the diamond was much less quality than what I was told I was buying.I contacted the company and returned them the ring. However, they believe that the grading of the diamond was correct and they would not process my return since it was outside of the 30 day return window (it was about 90 days before I was able to have it independently examined).This is outright fraud. They are intentionally misrepresenting their product and then using a 2nd tier certification service (IGI) in order to cover their tracks.I demanded they refund my credit card, but they refused. I can't explain the embarrassment and pain this has caused. Please help me get my money back and help ensure that no one else gets scammed like this again.

  

  Business Response

  Date: 01/17/2024

  The customer placed an order for an engagement ring on 8/25/23. The customer contacted **************** on **/**/23 and requested a repair evaluation and also advised the ring was examined by a 3rd party jeweler. Brilliant Earth received the ring on 1/2/24 and it was examined by a certified jeweler and gemologist who confirmed the diamond specifications matched the diamond certification. Brilliant Earth reached out to the customer provided education about their diamond which is certified by the *********************************** (IGI) and also offered a complimentary refurbishment on their ring. 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 10/12/23. The customer was educated on the return/exchange policy and requested to have their ring returned with no repair work. The ring was returned and delivered to the customer on 1/11/24. **************** continues to be open to assisting the customer with any service or repair needs for their ring.

• Initial Complaint

  Date:01/04/2024

  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.

  My husband bought my wedding band from Brilliant Earth in summer of 2023 and gave it to me on our wedding day of Sept 2, 2023. In less than three months of wearing the ring 3 diamonds had fallen out. I contacted Brilliant Earth in an attempt to return the ring for a refund as I was extremely unsatisfied with the fact 3 diamonds had already fallen out of the ring without any unusual wear and tear to the ring. I was told the company would look into a resolution for me as returning the ring for a full refund was outside of the company policy. I was put in touch with ****************** in early November 2023. We played phone tag for several weeks surrounding the holidays and I finally did receive an email from her to my husband after leaving several voicemails and not receiving a call back in the first week of December. By this time a 4th diamond had fallen out of the ring! She emailed my husband on Dec 15th. I emailed he back on Dec 18th. I never got a reply. It is now January 4th, 2023.I simply want to return the ring to Brilliant Earth as it is faulty, and I would like a full refund in the amount of $1050 +tax. The customer service experience has been terrible to say the least!Brilliant Earth can look up the order under my Husband's Name ************************* and email address **************************** or phone number ************** Our home address is ********************************************************************* I have included photos of the missing diamonds on the ring (2 on each side) as well as the original ring that was purchased as well as my email correspondence with *******. I hope this request can be fulfilled. Kind regards,- Dissatisfied Customers

  

  Business Response

  Date: 01/11/2024

  The customer placed an order for and engagement ring and tennis bracelet on 5/30/23. The customer contacted **************** on **/**/23 with a repair need for their wedding band and was offered to have the ring sent in to 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 8/7/23. Brilliant Earth has reached out to the customer to offer a resolution and we are pending the customers reply.

  Customer Answer

  Date: 01/12/2024

  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.

  Brilliant Earth offered to allow me to return the ring in question for a full refund which is exactly what I wanted. I am very pleased with the outcome. 
  
  Sincerely,
  
  **************************;

• Initial Complaint

  Date:12/31/2023

  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 have had, and still in the middle of one of the most infuriating ordering processes of my life. It is so disappointing because when we ordered my wedding band in 2018, the process went smoothly. I called for the first time today, 12/29 at **** CST. I believe I spoke with ***, she was kind, got all my information and placed the order and told me to look out for the confirmation email and the email for ***** Fargo. 40 Minutes later I did not have either email. I called a second time around 2, the gal I spoke with says there is no order for that ring and then the call drops. I called a third time and spoke to *************************** who is able to place the order for me but is clearly irritated when I tell her the ***** Fargo application link is not working, informs me that is not her problem and to reach out to ***** Fargo. I called ***** Fargo and ******** (from WF) tells me that it is indeed Brilliant Earth's job to help as ***** Fargo does not have access to the specific information for financing. I called Brilliant Earth a fourth time, and spoke to someone at a showroom who took my phone number but said they cannot help me. I called a FIFTH time, spoke to ***** who is also very kind but is unable to get a manager for me and takes my contact info. By this point, I am in tears and I am so frustrated that something that could have taken 30 minutes is now going on over 3 hours with no resolution. I am a mother of five and trying to write them emails while making dinner because no one can even be bothered to talk with me. I understand the reps may not work on commission but this process has discouraged me from even wanting to pursue this kind suggestion from my husband. This is not an insignificant purchase for us and would have thought the reps would be more understanding.

  

  Business Response

  Date: 01/09/2024

  The customer placed an order for and engagement ring on 12/29/23. They requested to finance their order through a 3rd party and were provided with an email link to process their application. The customer contacted **************** to advise they were having trouble processing their application and were advised to directly contact the 3rd party financing company. Brilliant Earth contacted the customer to assist with placing a new order and has educated the customer on additional payment options available. 

  Customer Answer

  Date: 01/10/2024

  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. However, I have not yet received the ring and will not hesitate to open another complaint if it is not satisfactory (ie defective ). 
  
  Respectfully,
  
  *******************************

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my engagement ring in October of 2021 & proposed in February of 2022. By May or June of 2022 9 side diamonds had fallen out of the setting. Brilliant Earth repaired the ring, only for another 5 diamonds to fall out. Brilliant Earth repaired it a 2nd time. Yet again, diamonds began falling out only 3 weeks after getting the ring back. Brilliant Earth refuses to accept that this is a manufacturer's defect & refuses to refund the difference between the original setting & the new setting my fiance chose herself. Then there's the sentimental value of the fact that my fiance will not have the ring I proposed with. Please help! The company tried to charge me for the new setting but backed off that, but now refuses to make things right & expects me to just eat the $2,000 difference...

  

  Business Response

  Date: 01/09/2024

  The customer placed an order for an engagement ring on 10/28/21. The customer contacted **************** on 7/**/22 with a repair need and the ring was repaired and returned to the customer on 11/8/22. The customer contacted **************** on 8/**/23 with a 2nd repair need. The ring was repaired at no cost, as a courtesy to the customer and delivered on 9/22/23. On 11/25/23, the customer requested an exchange to a new setting. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 12/12/21. Brilliant Earth contacted the customer and offered metal credit towards the purchase of a new setting and the customer declined the offer. **************** continues to be open to assisting the customer with applying metal credit towards their exchange or any service needs moving forward. 

• Initial Complaint

  Date:12/19/2023

  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.

  A ring was ordered on 10/02/2023 with a delivery date in about 2 weeks. Financing took about 5 days which set the delivery back about a week. The ring has been delayed over a dozen times and Brilliant Earth has not been able to provide a reason or say when it will be delivered. Every call states a different reason. I was told it was in production and next call they give a different reason. Today I was told it will not be in until 1/04/2024. That will be three months after the ring was ordered. There is no way the delivery should be delayed this long.

  

  Business Response

  Date: 12/27/2023

  The customer placed and order for an engagement ring on 10/2/23 and was provided with an estimated delivery date. During the production process, Brilliant Earth encountered challenges that required additional time to ensure the highest quality standards are met. Brilliant Earth contacted the customer and provided a loaner ring and an updated estimated delivery date and they have indicated their concerns have been satisfactorily addressed. 

• Initial Complaint

  Date:11/28/2023

  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 placed an order for a ring on November 9th, 2023. I paid $695 and I've been given no information on whether the ring has shipped or not. I receive new estimated delivery dates that are a week to two weeks ahead but no actual tracking information. I cannot get any real answers from this company and I cannot even cancel my order to get my money back.

  

  Business Response

  Date: 12/06/2023

  The customer placed an order from **************** on 11/9/23. The order was shipped to the customer on 12/1/23 and delivered on 12/4/23. The customers issue has been satisfactorily resolved.

• Initial Complaint

  Date:11/21/2023

  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.

  Purchased an engagement band in June of 2021 and a wedding band in June of 2022. Brilliant Earth repair team offered to solder the rings together so that they'd be one single band. *************** did shoddy work and the Brilliant Earth employees agreed to have it redone. Each time we have had the rings repaired, we had to send the rings in to ***************, wait 2-4 weeks, then have them shipped back for us to pick up. Repeat this process 5 times and we are brought to the present issue, where the "repaired" rings that we picked up were not even our rings! They were the wrong ones. The employees in the Brilliant Earth showroom agreed (they saw that the order receipt had different rings than those that were included in our order). So, we are now awaiting our 6th repair attempt by Brilliant Earth. Each time, they've reassured us that their "master jeweler" was working on the rings. We've requested to simply return the rings for a refund at this point, since it has been over a year since we've had the rings (where they weren't stuck in the repair process). We have already expressed to Brilliant Earth that it is clear that their team is not capable of resolving this and that we'd like to return the rings for a refund to put an end to all of this frustration. We have spent countless hours dealing with them on the phone, email, driving to and from their showroom for repair dropoffs/pickups, etc. They've turned what should be a happy symbol of love and our marriage into the worst and longest customer experience we've ever had.

  

  Business Response

  Date: 11/29/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 6/14/21. They placed a 2nd order for a wedding band on 6/25/22. The customer contacted **************** on 4/**/23 and requested to have their engagement ring and wedding band soldered together. The customer shipped their rings to **************** and they were soldered and returned to the customer on 6/7/23. The customer contacted **************** to set up a repair due a gap between the rings after soldering. Brilliant Earth evaluated the rings and advised the customer that the rings could not sit flush with the solder and the customer opted to have the rings unsoldered. The customer picked up their rings from a **************** Showroom on 7/3/23. The customer dropped off their rings on 7/9/23 in a Brilliant Earth showroom with another repair need. The customer picked up their repaired rings on 8/4/23 from a Brilliant Earth showroom. On 10/6/23, the customer contacted **************** with another repair need and sent in their rings for evaluation. The customers engagement ring is being remade, as a courtesy to the customer and **************** has contacted the customer to provide an estimated delivery date. The customer has indicated this will satisfactorily resolve their complaint. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20903690
  
  I am rejecting this response because:

  I intend to leave this complaint open until the issue has been resolved as discussed. After we have picked up the properly repaired rings, I intend to resolve this complaint and accept the business response. I do not want to resolve the complaint prematurely. Thanks for the follow up and I hope that this is resolved soon.

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

  

  Business Response

  Date: 12/06/2023

  The customer placed an order for an engagement ring from Brilliant Earth ion 6/14/21. They placed a 2nd order for a wedding band on 6/25/22. The customer contacted **************** on 4/**/23 and requested to have their engagement ring and wedding band soldered together. The customer shipped their rings to **************** and they were soldered and returned to the customer on 6/7/23. The customer contacted **************** to set up a repair due a gap between the rings after soldering. Brilliant Earth evaluated the rings and advised the customer that the rings could not sit flush with the solder and the customer opted to have the rings unsoldered. The customer picked up their rings from a **************** Showroom on 7/3/23. The customer dropped off their rings on 7/9/23 in a Brilliant Earth showroom with another repair need. The customer picked up their repaired rings on 8/4/23 from a Brilliant Earth showroom. On 10/6/2, the customer contacted **************** with another repair need and sent in their rings for evaluation. The customers engagement ring is being remade, as a courtesy to the customer and **************** has contacted the customer to provide an estimated delivery date. The customer has requested photos of the rings prior to delivery and the customer has indicated this will satisfactorily resolve their complaint. 

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In november 2022 we purchased an opal ring from Brilliant Earth. In less than a year a gem stone fell out of the ring. Brilliant Earth determined that this was the result of their design flaw so they made a new ring. I receive a new ring in June 2023. In less than a month a gem stone fell out of the new ring that was made. Brilliant Earth is refusing to repair the ring and asking us to pay to fix their defective product. Further they are committing fraud by alleging that the new ring that was made in June 2023 had a policy that expired 1/8/2023 before the ring even existed. Two different rings, same exact design flaw that resulted in a gem stone falling out and Brilliant Earth is refusing any and all customer service and are trying to get us to pay for the repairs to their defective product. Clearly a lemon law issue here and Brilliant Earth is shirking their duties as a seller. The rings have been in Brilliant Earth's possession longer than they have been on my finger and they are doing nothing to right their wrongs. Quite frankly at this point a replacement will not be accepted because the same issue has happened twice and I have zero confidence that Brilliant Earth would handle the situation appropriately based off of my prior experiences.

  Customer Answer

  Date: 11/28/2023

  
  I would like to dismiss Complaint ******** against Brilliant Earth, LLC - how do I go about doing that? I did not see anything in the portal where I could dismiss that complaint or will this email suffice as dismissal? Please let me know. Thanks!
  
  Best,
  
  *****
  

  
  

• Initial Complaint

  Date:11/20/2023

  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.

  Placed my initial order *********** on Friday July 14th for my wedding ring. The ring arrived on July 28th and was the right size with the right engraving. After my wedding, despite trying on the ring in-store and reviewing the sizing with the assistant, I decided the ring needed to be resized. A store visit was arranged to determine the size for the complimentary re-size. On September 20th my first resize order was submitted: ***********SZ9 On October 4th the ring was delivered and had the wrong engraving (it wasn't even close)On October 4th a repair order was submitted to fix this: ***********RP On October 20th the ring did arrive. It was the wrong size and had no engraving. I called the customer service line and was told I would not be able to get a shipping label that day for a return ahead of my international travel but I could go into a showroom. I was also assured the rep would escalate my issue for potential compensation and fast return.On October 20th I was able to go into the Brilliant Earth showroom to return the ring and ensure an order was properly filed for the original resize.I did not receive confirmation of this order and on Nov 6th (well over the 2 weeks I was guided) I had to follow up about this order.On Nov 7th I received an email saying the order would ship that day for deliver the next day.On Nov 8th the ring did not arrive On Nov 10th I had to follow up again asking for the order number so I could track the order since it was now three weeks and still had not arrived On Nov 11th I received an email with the order number and an expected date of Nov 14th. I subsequently logged in to confirm this and it said the ring was shipped.On Nov 14th the ring did not arrive.On Nov 14th I received an email saying the ring was being remade and the deliver date is now expected to be Nov 21st On Nov 20th the ring did arrive. It was the wrong ring (had a matte instead of polished finish in the middle of the ring)

  Customer Answer

  Date: 11/28/2023

  I would like to withdraw and remove my complaint with Brilliant Earth. It has been fully resolved separately.
  
  
  Thanks,
  ***********************************
  

  
  

• Initial Complaint

  Date:11/18/2023

  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 made a purchase on August 05, 2023 for a total of $7305.46 for an engagement ring size 6.5. Prior to purchasing, I went into the ******** store to look at different engagements rings. This was a surprise proposal, so I was unsure of the ring size. I let the employee know that this was was the case, and was assured that I can always resize it for free within 60 days or a fee afterwards. I asked this several times as I was unsure when the proposal date would be, and that I will probably need to get it resized past the 60 days, and told me that I would just have to pay the resizing fee. On November 9th, I went back in store to get the ring resized, and was told that my ring can only be resized to 6. The gentleman at the front desk said that I would have to recycle my old wedding band and repurchase the wedding band at 50% of the cost, which would be around $950. I left, as I was still not sure why I was promised a free resizing but now am being told I will be charged for essentially a whole wedding band. I contacted Brilliant Earth support through the phone and explained my case, and that it was never mentioned to me that there are only certain sizes I may resize to; only that I can resize anytime after for a cost. I explained that it is unfair to me as I followed proper protocols for resizing, and was promised I can get it resized, which is what I am trying to do. It was never mentioned to me that there are specific sizes that I can resize it to until AFTER I tried to go and get it resized, which was too late. After speaking with the manager over the phone, I was told essentially the same thing; 50% metal credit or I can add sizing beads. These options are unsatisfactory for me as a customer as I was essentially lied to about being able to resize my ring and am now trying to charge me almost another $1000 to get the same item back, just a different size. I am not trying to return the ring, but all I am asking for is to receive the right size for the ring.

  

  Business Response

  Date: 11/29/2023

  The customer placed an order for an engagement ring from Brilliant Earth in a size 6.5 on 8/5/23. The customer contacted **************** on **/9/23 and requested to resize their ring to a size 5. As stated on the Brilliant Earth website, Brilliant Earth offers a 60-day complimentary resize. The customers complimentary resize period ended on 10/14/23. The new size requested is outside of the rings tolerance in order to maintain its structural integrity and requires a full remake of the setting. Brilliant Earth contacted the customer and offered metal credit towards the purchase of a new setting in a size 5. The customer has indicated their issue is satisfactorily resolved. 

  Customer Answer

  Date: 11/30/2023

  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,
  
  ***************