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:11/17/2023

  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.

  My wife and I purchased 3 rings since Jan 2021, including an engagement ring, and 2 wedding bands. In 2022, a stone fell out of the wedding band. After sending to brilliant earth, it was replaced and my wife was told it was due to her hard wear and exposure of the ring to cleaners and sanitizers which was incorrect as the ring are always removed before bathing, work, or sanitizing. In 2023, a loose stone was found in the ring and it was again sent in for repair. In addition - all 18k gold rings have tarnished. In speaking with their customer service, they attempted to say that the rings needed to be replated even though they were sold as 18k gold. So 2 1/2 years in, 2 repairs for poor craftsmenship and that the rings sold as 18k gold are in fact 18k gold plated.

  

  Business Response

  Date: 11/27/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 1/9/21.  The customer contacted **************** on 1/**/22 with a repair need. The ring was repaired and returned to the customer on 2/18/23. The customer contacted **************** on **/**/23 with a 2nd repair need. The ring was repaired at no cost, as a courtesy to the customer and has an estimated delivery of 11/28/23. Brilliant Earth has reached out to the customer to confirm their issue is resolved and we are pending the customers response. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20887332
  
  I am rejecting this response because:

  I received the repaired wedding band yesterday afternoon from ***** after being repaired by Brilliant Earth. My wife put it on last night after dinner and a stone fell out. The ring was in our possession for less than 12 hours. It was literally worn for less than an hour while sitting on the couch watching ********

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

  

  Business Response

  Date: 12/06/2023

  The customer placed an order from **************** for an engagement ring on 1/9/21 and wedding bands on 5/16/21. The customer contacted **************** on 1/**/22 with a repair need on one wedding band. The ring was repaired and returned to the customer on 2/18/22. The customer contacted **************** on **/**/23 with a 2nd repair need on their wedding band. The ring was repaired at no cost, as a courtesy to the customer and delivered on 11/29/23. On 12/1/23, the customer contacted **************** and requested a return outside of our standard policy claiming they needed another repair. As stated on the Brilliant Earth website, customers have a 30-day return/exchange policy. The customers return/exchange policy ended on 6/24/21. Brilliant Earth continues to be open to assisting the customer with any service or repair needs for their ring.

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20887332
  
  I am rejecting this response because:

  This response is factually incorrect: 

  On 12/1/23, the customer contacted **************** and requested a return outside of our standard policy claiming they needed another repair.

  The claim for another repair was due to the fact that a stone fell out of the repaired ring on the same day it was returned from being fixed by Brilliant Earth. Id ask that all facts are checked before responding with a lie.
   They offered an upgrade to a platinum setting only if we agreed to remove this review from the BBB. This is deceptive to all customers and a highly unethical business practice. We also took the wedding band to a local jeweler who had been in business for nearly 40 years and his response was Ive never seen such poor quality and craftsmanship in the setting. 

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

  

  Business Response

  Date: 12/08/2023

  The customer placed an order from **************** for an engagement ring on 1/9/21 and wedding bands on 5/16/21 . The customer contacted **************** on 1/**/22 with a repair need on one wedding band. The ring was repaired and returned to the customer on 2/18/22. The customer contacted **************** on **/**/23 with a 2nd repair need on their wedding band. The ring was repaired at no cost, as a courtesy to the customer and delivered on 11/29/23. On 12/1/23, the customer contacted **************** and claimed their ring lost an accent 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 6/24/21. Brilliant Earth continues to be open to assisting the customer with any service or repair needs for their ring.

• Initial Complaint

  Date:11/10/2023

  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.

  My husband purchased a $4,300 ring in January 2023 and later proposed in March 2023. The ring had been worn until July 2023 when the stone completely fell out and was lost. There was no extreme wear, the was no damage or harm to the ring on my end and yet the stone completely fell out in less than 6 months. The exact same day the stone went missing Brilliant Earth was contacted **** instructed that we bring the ring to a showroom and send it in for repair estimation. We were told by management that it was most likely a production error and Brilliant Earth would get back with its findings after assessing the ring. Brilliant Earth provided a ring to wear in the mean time. We were also told we would be speaking to the ******** location showroom moving forward. As expected we waited and received notification that an estimate was ready September 2023 and we had to schedule an appointment two weeks out to hear about findings. This didnt make any sense because we were told by management in person that we would deal with the storefront moving forward. We attempted to call and was sent to the automated customer service line each time, no success in reaching those who took our ring. We wait rand nothing at all. We then received an email with a bill from the showroom for the loaner ring, November 2023. With no proper update from the showroom about the ring that was handed off in person, we are billed? This is extremely unacceptable and poor customer service.

  

  Business Response

  Date: 11/21/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 1/13/23. The order was fulfilled and delivered to the customer on 1/27/23. The customer contacted **************** on 7/**/23 with a repair need due to losing their center stone in their engagement ring. The customer dropped off their ring in a **************** showroom on 7/24/23 and were provided a showroom loaner ring. Brilliant Earth evaluated the ring and contacted the customer to schedule a phone repair evaluation appointment. Brilliant Earth contacted the customer to discuss their repair evaluation and provide replacement options for their lost center stone. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, lost of gemstones, product loss or theft. The customer scheduled a phone repair appointment for 12/8/23. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring.

• Initial Complaint

  Date:11/10/2023

  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.

  The center stone of my engagement ring has become loose 3 times since my husband purchased it in August 2022. The first time it became loose, I was about to move to another country so I called them and they said it would take 3-4 weeks to have it fixed if I sent it in. Since I needed it back sooner than that, I asked them if I went to a local jeweler to have the repair done, if that would affect the value or if there would be any issues. They said no, there are no issues with going to another jeweler since the warranty was already passed. I ended up getting the ring fixed by a local jeweler and everything was fine. 3 months later, the center stone became loose again. Once again, I had to pay out of pocket to go to a local jeweler to get it repaired as brilliant earths wait time for repairs is way to long and I was getting closer to my wedding date. Thankfully, my ring was completely fine for the wedding day but literally the week after, one of my small diamonds in the prongs fell out without me noticing. And just a couple weeks ago, my center stone has become loose for the 3rd time. I have now spoken to brilliant earth a couple times on the phone to see what my options are. They told me that I could send it in for a repair or I could have 50% off if I chose a new setting. At this point, I dont trust them at all to repair it or even to make me a new ring. I plan to have a new band made from a trusted local jeweler. I then asked for a refund as these are clearly manufacturing issues and there shouldnt be this many problems in the first year of having it. They proceeded to tell me that since Ive had it repaired by a local jeweler and not them, they could not give me a refund, even though I asked them specifically about this in the beginning. At this point, I would like to get a refund for the band at least. Receipt below, the purchaser's name is *********************** (my husband).

  Customer Answer

  Date: 11/17/2023

  I resolved the issue with the business and we are good to close the case now. Thank you!

  
  Jordan 

• Initial Complaint

  Date:10/23/2023

  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.

  Submitting after five years. the ring was made very poorly.Over the years my wife has lost over 10 accent diamonds due to the poor manufacturing. My wife is extremely careful with her ring and takes it off before doing almost anything, especially after the first diamond came out.We have had it looked at by more than one of our local jewelers and they stated that the prongs that hold the accent diamonds were not done well enough to secure the diamonds properly.I called brilliant earth to have them properly fix all of the prongs and only after asking to speak with a supervisor with customer service and threatening them with bad reviews did they finally agree to try and fix the ring. It was mailed back to them and after almost 6 months they returned it after apparently fixing it, however after only a couple months the next accent diamond fell out, and more following that one.At this point my wife hasn't even worn her ring in almost a year because she knows that more and more diamonds will keep falling out.

  

  Business Response

  Date: 10/31/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/11/2017. On 9/12/19, the customer contacted **************** and requested a repair evaluation due to missing accents on their ring. On 10/15/19, Brilliant Earth contacted the customer and confirmed 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 offered a complimentary repair, as a courtesy to the customer. The ring was delivered to the customer on 11/1/2019. **************** contacted the customer and offered to assist with their current repair needs. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring.

• Initial Complaint

  Date:10/23/2023

  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 a Diamond on 10/12/23 online, however I found one in person that I preferred a few days later. To my dismay, there is no way to cancel the order through the website. Furthermore, three emails have gone unanswered when I reach out for assistance. Am I being forced into this purchase with no way out? The product hasnt even shipped and its supposed to be here in two days, I should be able to cancel with a refund but its made to be impossible.

  

  Business Response

  Date: 10/31/2023

  The customer placed an order for a loose diamond from Brilliant Earth on 10/12/23. The customer contacted **************** on **/**/23 and requested to cancel their order. The customers order was cancelled on 10/13/23. On 10/23/23, the customers refund was processed through their financing institution. The matter has been resolved.  

• Initial Complaint

  Date:10/22/2023

  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.

  My fianc proposed to me in April of this year with what I thought was a beautiful platinum band from Brilliant Earth. At the beginning of October, my ring broke - literally broke - while I was at work typing. Look at the photos - you can see with your naked eye that the platinum band is HOLLOW and the platinum is brittle and honeycombed. It crumbles. It was horribly made. I sent it back to them for repair or replacement, believing they would honor their warranty and recognize the defect in the manufacturing of the ring. A platinum band should not be hollow, honeycombed, or porous. The have refused and said the best they can offer me is a fifty percent materials credit. They claim the ring was subject to trauma and thats why it broke. This is untrue. And the proof of the brittle, hollow band is obvious in the photos. I have asked that they replace or repair the ring, but they will only offer me the fifty percent materials credit. I am horrified and humiliated. Do not do business with this predatory company. Look them up on Reddit and youll see, this has happened to so many people. They cast poor quality bands and they just break. Im lucky I didnt lose my center stone.If they had honored their warranty, I could live with the initial poor quality ring and hope that the replacement is cast properly. But their refusal to offer anything other than a fifty percent materials credit tells me they have no intention of making this right. Do not spend your money with them, you will regret it and could easily lose a valuable center stone. Their platinum is hollow and crumbles. A real jeweler would be horrified.

  

  Business Response

  Date: 10/31/2023

  The customer placed an order from **************** for an engagement ring ion 10/16/22. The customer contacted **************** on **/4/23 and requested their ring be evaluated for repair. On 10/19/23, the customer was offered metal credit towards the purchase of a new setting to which the customer declined. On 10/22/22, **************** offered to remake their setting at no cost as a courtesy to the customer. The customer has indicated their issue has been satisfactorily resolved. 

  Customer Answer

  Date: 11/09/2023

  the business has satisfactorily resolved my complaint, I would like to remove my complaint from your website. Can you help me delete it?
  
  Thank you.
  

• Initial Complaint

  Date:10/12/2023

  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.

  My fianc and I got engaged in August. Immediately after our proposal, I noticed a few issues with the ring. There was a lot of wear/scratching on the band, the prongs holding the diamond were very asymmetrical, and the center diamond was crooked to the left. I reached out to Brilliant Earth immediately and sent back the ring.They said they would reset the diamond in the setting. I was put in touch with a resolutions manage who assured me the ring would come back in perfect condition.After 3 weeks of waiting, I received my ring. It had been polished but there was NO repair done to the crooked stone and prongs. This was shocking to say the least considering I was told this was priority and there would be multiple eyes on this repair before it shipped out. I immediately contacted the manager and sent the ring back for ANOTHER repair. After going back and forth, I was told they had to remake our setting. After speaking to our resolutions manger, she promised the ** was contacted and this was top priority and would be expedited. This was not the case at all. I received NO apology on the corporate side. I was told the head of the department was handling the ring, which I do not believe for a second. My ring was promised to be delivered by the 22nd, but it never came until the 27th after several delays. It finally arrived and there are still some issues, the band was STILL scratched, the stone isnt level in the setting (literally sideways), and the prongs are ALL raised so it gets caught on everything. If this is the quality the HEAD of the department does then they have some serious issues.

  Customer Answer

  Date: 10/19/2023

  From: *************************** <************************>
  Sent: Thursday, October 19, 2023 2:04 PM
  To: ************ <**************************************>
  Subject: Brilliant Earth Claim

   

  Hi *****! I see under my original complaint that you are on our case. I wanted to contact you and request that the complaint made against Brilliant Earth is resolved. We are working with the company on an agreed upon resolution. Thank you. 

• Initial Complaint

  Date:10/06/2023

  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.

  In 2021 my husband purchased my engagement ring from Brilliant Earth for approx $11k and I scheduled an appointment to take it in to get resized out of their *********** location. The employee there was not helpful and couldnt answer my questions. I also was not told at the time I couldnt resize it an entire ring size down. So I went from a 6 to a 5.5. When I received my resized ring it felt as if it wasnt even sized at all and still moves around significantly. I reached out later to see if I can get it resized but was told it was out of the time frame and could not resize my setting and would have to replace the setting entirely at my own cost. The most they could do was give me a small credit for a new one. Even though it was free to resize it before. None of this information was given before hand. Horrible communication, and should hire more knowledgable employees that can help customers out.

  

  Business Response

  Date: 10/13/2023

  The customer placed an order from **************** for an engagement ring in a size 6 on 4/14/21. They utilized their complimentary 60-day resize and resized their ring to a 5.5 in May of 2021. The customer contacted **************** in October of 2021 to request an additional resize to a size 5; which required the ring to be remade as this is outside of the rings sizing tolerance. The customer was offered metal credit towards the purchase of a remade setting in a size 5. Brilliant Earth reached out to the account holder and offered to assist with their concerns and they indicated they were not aware of the issue related to the complaint filed. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring.

• Initial Complaint

  Date:10/06/2023

  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 am writing to seek your help. I had my ring resized with a promise that it would be in good condition and resizing would never be obvious, but it came back very damaged. Brilliant Earth asked to send the ring back to them to get it fixed. Since I had a bad experience and found it hard to trust them, I requested to talk to the repair department. To my surprise, I got a call from someone in customer service. I asked her if she could connect me to someone who could guarantee the repair and explain the repair process. She said that she could not do that but would ensure that it would be repaired back to its original condition. When I received my engagement ring and wedding band, the deep scratches disappeared, but the wedding band is now very thin. At the same time, the engagement ring is still crooked close to the center stone. When I brought up the concern, I was asked to send the rings again for an evaluation, which made me very upset. For one, I can no longer trust them with the number of times I had to send the ring back for repair. Second, I could not imagine how else they could fix the rings by pounding and polishing them when they had gone through so much polishing that there was hardly any metal left. Third, sending my over 10k ring over and over has always got me worried, and I don't see an end anymore with the kind of service they deliver.Mahalo in advance for your help.Iris

  

  Business Response

  Date: 10/12/2023

  The customer placed an order from **************** for an engagement ring and wedding band on 7/23/2019 in a size 4.5. The customer shipped in their rings to be resized to a size 5.5 and they were received on 6/30/23 and returned to the customer on 7/12/23. On 7/13/23, the customer contacted **************** and requested a repair. Brilliant Earth received their rings on 7/25/23. The rings were repaired and delivered to the customer on 8/17/23. **************** contacted the customer and offered to have the rings sent back to Brilliant Earth to be evaluated for repair and the customer has agreed to send in their rings. Brilliant Earth continues to be open to assisting the customer with any service needs for their rings.

• Initial Complaint

  Date:10/03/2023

  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.

  On September 4th we DROVE to *** to drop off my engagement ring. I wanted a silver band. That same too around **** dollars. As weeks go by I called and ask what was taking so long. Finally I got a shipping label. The shipper (Brillant earth) had the wrong zip code. Therefore it was rerouted. ***** fixed it by putting the right tracking number but not updating Brillant earth. The ***** guy drops it off gets the signature and arrives back at my house 4 hours later stating he needed the box back. My husband allowed that to happen, and I went to ***** after for 2.5 fighting for it. I finally got it and opened it and it was the wrong ring. It is a pink center diamond I immediately called and asked to speak to someone higher up. They said a few days they would reach out. I called 8 times finally the manager called me. Basically saying to return the ring and there will be an investigation. We brought the ring to a ************** said the center stone was **************** for the diamonds on the setting. Nothing about giving us a refund, nothing that they will replace what is now gone and sentimental to both my husband and I. She gave us her email and stated she would reach out as soon as she receives the ring. I requested a refund as soon as the shipment is looked and she states we will go over options with you we understand you are under satisfied right now

  

  Business Response

  Date: 10/12/2023

  The customer placed an order from **************** for an engagement ring on 10/30/22. On 9/3/23, the customer dropped off their engagement ring to exchange their setting. On 9/28/23, Brilliant Earth shipped an incorrect item to the customer and contacted ***** to recall the package. The item was delivered and then retrieved by *****. The customer visited the ***** location and the package was released in error. Brilliant Earth contacted the customer and provided a shipping label to return the incorrect item. The customer returned the incorrect item to **************** their order was delivered on 10/5/23. Brilliant Earth has attempted to contact the customer and ensure there are no further questions or concerns and we have not received a response. However, the issue has been corrected and resolved.