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

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

• 

  Brilliant Earth, LLC

  300 Grant Ave # 3 Fl Sf San Francisco, CA 94108-3629

  
• 

  Brilliant Earth, LLC

  7863 Girard Ave Ste 303 Suite 303 La Jolla, CA 92037-4227

• 

  Brilliant Earth, LLC

  3332 Cadys Aly NW Washington, DC 20007-3530

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:10/03/2023

  Type:Delivery 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.

  Quite literally the worst experience of my life. Rings have been delayed multiple times without any notification. Original delivery date was September 18 and now is estimated for October 4th but today was warned that there might be further delayed. Cant get straight answers. My wedding is in less than a week and no solution has been proposed besides browsing our showroom for a loaner ring even though I have already travelled to a location for my wedding without a showroom (which has been communicated with my assigned support specialist). My ring has been promised by a certain date after multiple delays and I was told today that it might be delayed further. Lastly, the other rings that I ordered were supposed to be ready to ship but had already been shipped in delivered. Not only are they dishonest but they dont even know the internal workings of their own company. Have read multiple reviews from the past 4 months detailing the exact same scenario. Since when can companies be completely dishonest with no recourse?

  

  Business Response

  Date: 10/12/2023

  The customer placed an order from **************** for three wedding bands on 9/7/23. Due to a manufacturing delay, the customers estimated delivery date was extended. Brilliant Earth shipped two of their rings to a showroom and the customer picked them up on 9/28/23. The third band was shipped to the showroom on 10/4/23 and picked up by the customer on 10/5/23. **************** has contacted the customer and they have indicated their issue has been satisfactorily resolved. 

• Initial Complaint

  Date:09/27/2023

  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 a loose diamond back in 2021 to secure the diamond and to purchase my setting later since I was just starting out back then. I chose to purchase from Brilliant Earth due to the flexibility. Speaking to the Sales rep about the transaction, it was stated that I could purchase the setting later, and would be able to return the diamond for 30 days after receipt. My order status is even still listed as In Process on their website. Not to mention the signage beneath my order mentioning free return shipping on loose diamond orders.Fast forward to today, while attempting to purchase a setting I found on their site, I found that it was not an option and that I was only able to purchase the setting alongside an additional diamond. Because of this I thought to utilize the return feature and purchase the diamond and setting together. So I reached out, and after speaking to the customer service rep, who was nice enough, the biggest problem here is that my 30 Day return window did not start after pick up. It started the moment it is available for pickup! I was blown away when I found out. While it does make sense, a big reason why I purchased from here was the flexibility that I was under the impression I had.The ************ I was provided at that point was to order a setting over the phone for the ring, or to upgrade the diamond which would cost 2X the original amount!The frustration is that this contradicts what I was told during my conversation with the sales rep. I am unfortunately not as knowledgeable about the sale of jewelry and diamonds so I definitely feel like I was lied to to make the sale. I probably shouldn't have waited so long, but I thought I had the flexibility and its not everyday you need an engagement ring. I dont believe this was a matter of miscommunication as well as that was a major factor in my decision to purchase from this company.

  

  Business Response

  Date: 10/03/2023

  The customer placed an order for a loose diamond from Brilliant Earth on 4/21/2021. Brilliant Earth emailed the customer on 4/30/21 to advise that their order was available for pick up in the showroom. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. For eligible orders, our return, exchange, and resize policy timelines begin when the purchase is available for shipment or pickup. The customers return/exchange policy ended on 5/30/2021. On 6/6/2021, the customer requested an exchange on their center stone, outside of Brilliant Earths policy. On 6/7/2021, Brilliant Earth contacted the customer and advised we could allow an exchange through 6/10/23. On 6/8/23, the customer emailed **************** and stated they no longer wanted to exchange and would keep their original diamond. On 9/27/23, the customer contacted **************** and requested an exchange outside of policy and the customer was educated about ***************** policies. Brilliant Earth contacted the customer and offered to assist with placing an order to add a setting for their diamond and the customer declined and stated they would pick up their diamond order from the showroom. Brilliant Earth continues to be open to assisting the customer with any service needs for their order. 

• Initial Complaint

  Date:09/26/2023

  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.

  After visiting one of the local show rooms, I ordered an engagement ring and was told I could have a complimentary pickup at the in person location. A few days after placing my original order I changed the stone on the ring and received a refund for the difference. The ring arrived at the site on July 26th, but because of the risk of hiding an engagement ring when you already live with your partner, I decided to leave it there until closer to when I needed it. I casually saw a similar ring to the one I bought for my partner and they seemed to dislike the style of stone in favor of another style. I once again called the Brilliant earth customer service to see if I can have this stone exchanged since I have not yet picked up the ring, but they refused to meet this request because their return policy only covers 30 days from delivery. However, I still have not picked up the ring and the website still says my order is in process. I have never seen the ring, so an inability to return a product youve never seen does not make sense. I cant even resize it if needed because I am also outside of that window. Would not recommend this online jeweler, stick with a more traditional in person jewelry.

  

  Business Response

  Date: 10/03/2023

  The customer placed an order for an Engagement Ring from Brilliant Earth on 7/14/23. On 7/15/23, the customer called to request a change of their center stone. The request was processed and the customer was refunded for the cost difference on 7/18/23. Brilliant Earth emailed the customer on 7/28/23 to advise that their order was available for pick ** in the showroom. On 9/26/23, the customer contacted **************** to request an exchange. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. For eligible orders, our return, exchange, and resize policy timelines begin when the purchase is available for shipment or pickup. The customers return/exchange policy ended on 8/26/23. Brilliant Earth has reached out to the customer to offer a resolution and they have indicated their issue is satisfactorily resolved. 

  Customer Answer

  Date: 10/04/2023

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

• Initial Complaint

  Date:09/24/2023

  Type:Delivery 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.

  Our interactions with BE have been nothing short of a nightmare. I believe it is essential to bring this matter to your attention to prevent other couples from undergoing similar distress. My partner and I visited the BE show room in ******* on 8/7/23 and had a positive experience with the consultant. My partner ordered our engagement ring shortly after the appointment with the assurance that it would be delivered before a trip planned on 9/3/23. Unfortunately the delivery date kept getting pushed back repeatedly, causing us increasing frustration and anxiety. At this point, we had not received any direct contact or updates from BE since 8/7/23. As a desperate attempt to understand the reason for the continuous delays, my partner contacted BE customer service. Over the course of multiple conversations with different customer service reps, he was forced to reiterate our situation and concerns each time. This lack of communication within their own team was not only frustrating but also demonstrated a clear disregard for customer satisfaction. As of 4 PM central time on September 24, 2023, we still have not received our engagement ring, which is an unacceptable breach of trust and commitment. Throughout this ordeal, we found their customer service to be severely lacking in accountability. Having worked in customer service myself I am appalled by the inability to rectify the situation and uphold their promises to customers who invest thousands of dollars in their products. To make matters worse, the team attempted to pacify us with an offer of free gifts, including a second pair of unattractive earrings that were already included in our original order through a promotion. We declined this offer as it did not address the core issue, our desire to receive the ring we designed together. Our experience has marred what should have been a joyous & once in a lifetime occasion. We request that BBB investigate our complaint and take appropriate action to hold BE accountable.

  

  Business Response

  Date: 10/03/2023

  The customer placed an order for an Engagement Ring from Brilliant Earth on 8/7/23. The customers original estimated delivery was extended due to manufacturing delays. On 8/31/23, the customer was provided a showroom loaner ring which was returned to Brilliant Earth on 9/24/23. Brilliant Earth contacted the customer to advise their order was available for pick ** in the showroom today, 10/3/23 and the customer has indicated their concerns have been satisfactorily resolved. 

• Initial Complaint

  Date:09/13/2023

  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.

  We purchased an engagement ring from Brilliant Earth July 22, 2021 for $4029.06. A few weeks ago, I noticed that the center stone was loose. I made an appointment at the Brilliant Earth in ********** ******* on 8/24/23 at 4:15. When I arrived the sales associate immediately told me "oh, this is definitely a manufacture's defect, I am so sorry. You can tell the diamond was not set properly as the prongs are uneven." She assured me that she would put in the request to replace the setting completely and reset the diamond but it would take 4 weeks. A few days later we received a call from Brilliant Earth saying the diamond was loose due to wear and tear and we would need to pay for a repair. I work from home and don't do any strenuous activity while wearing the ring. They agreed to complete the repair at no charge but not replace the setting. We received the ring back 9/7 and two days later, the center stone was loose. I called Brilliant Earth requesting a refund and the agent told me he would put in the request. I then got a call from another agent saying a refund is out of the question and to send the ring in again for another repair. None of the associates are on the same page, and they all promise something different with no resolve. We paid a lot of money for a ring that constantly needs repair. In their 2022 mission report they quoted "Designed to Last a Lifetime - We incorporate sustainability principles into the design of our pieces from initial product design and ideation, to customer feedback and research, to product marketing and development. We work hard to design beautiful products that are sustainable today,tomorrow, and always." How is this going to last a lifetime when they have terrible craftsmanship and cant get on the same page about customer service? We cant even get the ring to last a few years. We want a refund.

  

  Business Response

  Date: 09/22/2023

  The customer placed an order for an Engagement Ring from Brilliant Earth on 7/22/21. The customer dropped off their ring in a **************** showroom on 8/24/23 for repair evaluation on the setting. Brilliant Earth repaired the ring at no cost, as a courtesy to the customer. The customer received their repaired ring on 9/7/23. On 9/13/23, the customer contacted **************** with a 2nd repair need and requested 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 9/1/21. Brilliant Earth called and emailed the customer to offer to have their ring sent in for evaluation and we are pending response from the customer. 

• Initial Complaint

  Date:09/13/2023

  Type:Order 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 fiance and I went to the Brilliant Earth showroom a few weeks ago to pick out our wedding bands. The salesperson ended up ordering the wrong band for my fiance. Once I realized this (before it ended up in production), I notified Brilliant Earth of this issue, filed an appeal to make sure that it could be changed to the band that my fiance wanted, which was accepted. I financed this through Affirm, took out a loan of almost $3,000 initially. Weeks later, Brilliant Earth indicated my item is about to ship, but pending an adjustment on pricing or an additional $298.00. I requested this be adjusted with affirm and they stated they usually work with the financing business to adjust the price. I have consistently reached out to Brilliant Earth spoke to several reps and they keep telling me that affirm will adjust my loan to reflect the additional balance and that it will ship by a specific date. First it was 9/8/23, 9/11/23, now it's 9/13/23 (but I never received a shipment notification). It is in limbo in shipment because of this price adjustment that they should be communicating with affirm to adjust. Affirm indicated to me as of 9/13/23, they never received contact with Brilliant Earth for this adjustment. I have taken time off of work to be home to sign for this package that never comes. I repeatedly contact representatives and they give me false assurances that it will arrive on specific dates, promise they will contact me for updates and they never do. Additionally, my loan payment is due in a few weeks and I have yet to receive my product or have this resolved. Any time I call them, it's always the same issue. I am getting married in a few weeks and would like to receive the ring before my wedding day for my fiance. Thank you.

• Initial Complaint

  Date:09/07/2023

  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 received a ring that was exceptionally poor quality. I asked for it to be fixed and the second one was even worse. I asked for a refund in store and never accepted delivery. I was a told a refund would be processed and left. I received a call two days later from a manager asking how they could help, I requested a refund and was told I would receive a follow-up call two days later to process the refund. It never came and the manager stopped returning my calls emails when I followed-up multiple times. I spoke to a new manager who said they wouldn't refund my order because it was now outside the return window. I never accepted delivery, was communicated multiple times that a refund would be processed, and now their script has flipped.

  

  Business Response

  Date: 09/13/2023

  The customer placed an order for a wedding band from Brilliant Earth on 6/28/23. The order was shipped on 7/6/23 and delivered to the customer on 7/8/23. The customer dropped off their wedding band in a Brilliant Earth showroom on 8/4/23 to be resized. The customer visited the showroom on 8/19/23 and requested to return their wedding band for a refund. The customers refund was processed by Brilliant Earth on 9/12/23. Brilliant Earth has been in contact with the customer and they have indicated that they consider this matter satisfactorily resolved. 

• Initial Complaint

  Date:09/06/2023

  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.

  If I could give negative 10 stars I would- read on if youre considering purchasing a ring from them. We booked an initial appointment on 4/23/23 and purchased a ring that day. An hour later we received a call that our diamond was taken by another customer and had to choose another. Then the ring came weeks later and it was the completely wrong setting- they gave us the waverly when what we ordered was the vintage waverly (see first photo). The ring went back with the promise it would come back perfect. Weeks later it was returned to us and rather than put the diamond into the correct setting, Brilliant Earth added only partial milgrain detail around the edges- it was uneven and incredibly sloppy (see 2nd photo). I noticed it immediately after he proposed- terribly disappointing because I new I had to return the ring just as I was excited to share our news. The ring went back yet again and I was told it would be 100% redone and returned to me in perfect condition before my cousins wedding (we gave them 4 weeks). It came back to me a week early and looked fine. Ive only been wearing it a week and today (my cousins wedding)- the entire top of the ring broke off as I was packing (see last several photos). It looks like they attached it with superglue and didnt even last a week let alone a lifetime. My fianc spent well over 10k for this ring and needless to say we are absolutely furious. I am doubting if this diamond and this yellow gold ring are even real. Brilliant Earth is running a total scam- they cannot be trusted. Not only did this entire experience delay the initial proposal but it completely marred our engagement experience which should have only been joyous. We want a refund ASAP.

  

  Business Response

  Date: 09/13/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair. The customer picked up their repaired order on 7/18/23. On 8/6/23, the customer dropped off the ring in the **************** showroom for a 2nd repair and the repaired ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20566852
  
  I am rejecting this response because that information provided by Brilliant Earth is false- here are the correct details:

  We placed an order for an engagement ring from Brilliant Earth on 4/23/23.  Fianc picked up the order from a Brilliant Earth showroom on 5/27/23. Ring given to us was the incorrect setting- NOT what was ordered. Brilliant Earth accepted fault for this- we have email records/photos to prove. We dropped off the ring to a Brilliant Earth showroom on 6/12/23 so the correct setting could be made- this was not a repair. ***** picked up new ring on 7/18/23. Ring setting was only partially done, terrible quality, uneven - Brilliant Earth salespeople horrified at appearance and accepted fault, very apologetic- have emails and photos to prove. Dropped off ring 8/6/23 to be completely remade due to these serious quality defects- NOT repair. Brilliant Earth salespeople agreed/recommended ring be 100% remade, accepted fault yet again- photos and emails to prove. ******* ring picked up on 8/25/23. Was in our possession for 8 days before 9/3 when the entire top of the ring was noted to be missing from band and eventually found- it spontaneously broke off due to poor quality/manufacturing. At this point we were shown that Brilliant Earth could not seem to get anything right and their manufacturing was incredibly poor. We requested a refund that was denied to us despite us being within their 30 day policy. A 30 day return policy must start when the CORRECT product is given to the customer. We did not receive the correct product until 8 days before the ring broke and 9 days before a refund was requested. We are rightfully owed a refund and do no not appreciate Brilliant Earth giving misleading and untruthful information to the BBB. We have all the documentation to prove it and would be happy to provide any additional photos/emails the BBB would like to see.
  
  Sincerely,
  *************************************

  

  Business Response

  Date: 09/20/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair evaluation on the setting. The customer picked up their order on 7/18/23. On 8/6/23, the customer dropped off the ring in the **************** showroom for a 2nd repair evaluation and the repaired ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 09/24/2023

  
  Complaint: 20566852
  
  I am rejecting this response because:
  Let me be clear, this ring was never repaired or sent back for repair. As you can see from the attached ticket provided by our salesperson and her email to us, the ring that we received on 8/25 was ordered as a complete remakebecause Brilliant Earth never delivered the correct product that was ordered as advertised on their website. The ring was 100% new and 8/25 was the first and only date we received the correct product. Then this product fell apart 8 days later on 9/3. On its website Brilliant Earth advertises itself with the following phrase We obsess over comfort, quality, and durability to ensure that this is jewelry you will cherish for a lifetime. They also guarantee a full refund within 30 days. Not only is refusing us a refund against their own published policy, but they are breaching both express warranty and the implied warranty of merchantability. A $12,000+ ring that falls apart after 8 days is gross misrepresentation of quality and manufacturing. Nonetheless- by definition, a product that is 100% remade cannot be a product that was repaired. The tangible object in its original form was ordered on 8/6 and received on 8/25. We plan to pursue this to the full extent of the law until we receive our rightfully owed refund.
  Sincerely,
  
  *************************************
  

  

  Business Response

  Date: 09/28/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair evaluation on the setting due to reported missing milgrain. Brilliant Earth remade the ring at no cost to the customer. The customer picked up their ring on 7/18/23. On 8/6/23, the customer dropped off their ring in the **************** showroom for a 2nd repair evaluation and Brilliant Earth remade the ring at no cost, as a courtesy to the customer. The ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. On 9/14/23, Brilliant Earth was notified the customer disputed charges for payment on their order with their financial institution. On 9/17/23, the customer visited the **************** Showroom and was provided a showroom loaner ring as a courtesy. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  

  Business Response

  Date: 09/28/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair evaluation on the setting due to reported missing milgrain. Brilliant Earth remade the ring at no cost to the customer. The customer picked up their ring on 7/18/23. On 8/6/23, the customer dropped off their ring in the **************** showroom for a 2nd repair evaluation and Brilliant Earth remade the ring at no cost, as a courtesy to the customer. The ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. On 9/14/23, Brilliant Earth was notified the customer disputed charges for payment on their order with their financial institution. On 9/17/23, the customer visited the **************** Showroom and was provided a showroom loaner ring as a courtesy. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  

  Business Response

  Date: 09/28/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair evaluation on the setting due to reported missing milgrain. Brilliant Earth remade the ring at no cost to the customer. The customer picked up their ring on 7/18/23. On 8/6/23, the customer dropped off their ring in the **************** showroom for a 2nd repair evaluation and Brilliant Earth remade the ring at no cost, as a courtesy to the customer. The ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. On 9/14/23, Brilliant Earth was notified the customer disputed charges for payment on their order with their financial institution. On 9/17/23, the customer visited the **************** Showroom and was provided a showroom loaner ring as a courtesy. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  

  Business Response

  Date: 09/28/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair evaluation on the setting due to reported missing milgrain. Brilliant Earth remade the ring at no cost to the customer. The customer picked up their ring on 7/18/23. On 8/6/23, the customer dropped off their ring in the **************** showroom for a 2nd repair evaluation and Brilliant Earth remade the ring at no cost, as a courtesy to the customer. The ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. On 9/14/23, Brilliant Earth was notified the customer disputed charges for payment on their order with their financial institution. On 9/17/23, the customer visited the **************** Showroom and was provided a showroom loaner ring as a courtesy. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  

  Business Response

  Date: 09/28/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/23/23. They picked up their order from a Brilliant Earth showroom on 5/27/23. The customer dropped off their ring in a **************** showroom on 6/12/23 for repair evaluation on the setting due to reported missing milgrain. Brilliant Earth remade the ring at no cost to the customer. The customer picked up their ring on 7/18/23. On 8/6/23, the customer dropped off their ring in the **************** showroom for a 2nd repair evaluation and Brilliant Earth remade the ring at no cost, as a courtesy to the customer. The ring was picked up on 8/25/23. On 9/4/23, the customer contacted **************** 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 6/17/23. Brilliant Earth contacted the customer and explained the policies and offered to have their ring sent in for repair evaluation. On 9/14/23, Brilliant Earth was notified the customer disputed charges for payment on their order with their financial institution. On 9/17/23, the customer visited the **************** Showroom and was provided a showroom loaner ring as a courtesy. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20566852
  
  I am rejecting this response because:

  We placed an order for the Vintage waverly ring setting on 4/23/23. The FIRST and ONLY time we received the Vintage Waverly as it was advertised to us was on 8/25/23. There were no repairs made at any point. Brilliant Earth failed to deliver the correct ring that we ordered on 4/23/23 any time prior to 8/25/23. Once the correct ring was received, the top of the ring fell off on 9/3/23, 8.5 days after we received it. 8.5 days! If we never found the top it would have been a loss of >8K. No, we are not interested in repairing a ring that is at risk of losing its 8K diamond on the street at any point. We feel the quality of Brilliant Earths jewelry is just as poor as their customer service.

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

• Initial Complaint

  Date:09/05/2023

  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.

  BUY AN ENGAGEMENT RING LITERALLY ANYWHERE BESIDES BRILLIANT EARTH!I purchased a diamond engagement ring and picked it up at the ********* location on 7/14/23. I was told throughout the process that Brilliant Earth (****) guarantees free returns for 30 days. I called the **** support hotline on 8/4 to initiate my return. **************** confirmed that my entire order was eligible for a full refund, and that all I needed to do was go into the store to start the process. They also informed me that my refund would be fully processed within 5-7 business days.On 8/6, I dropped off my diamond engagement ring at the ********* showroom. The woman I interacted with at the front desk specifically asked me whether I would like to exchange my order for something different, or if I would like a refund. I explicitly told her that I needed a refund, and that we no longer want this product whatsoever. The employee accepted this response, and once again I was told that my full refund would be processed within 5-7 business days. On 8/15, **** processed a partial refund for only the setting/ring itself (10% of the total cost). There was a complete lack of communication around this how this process goes, and at one point I even received an email that my order was ready for pick up in *********!On 8/25, I called support and was again told that I was eligible for a full refund on my order. I was informed that the in-store employee made the mistake when I dropped off the ring.On 8/26, I got an email saying "my diamond" was ready for pick up in *********. After I replied that this was a mistake, **** now tells me that the diamond is not covered by their return policy, and that there is nothing they can do for me. Thru 9/3, I had several calls and emails with a customer support manager. She has not offered any resolution up to this point. **** is still withholding over $12K from me, and this nightmare of a return process ruined my chance to propose on our anniversary. STAY AWAY!

  

  Business Response

  Date: 09/13/2023

  The customer placed an order for a loose diamond on 6/6/23. Their diamond was available for pick up in the Brilliant Earth showroom on 6/19/23. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/18/23. The customer placed a 2nd order for a **************** setting on 6/24/23 and picked up both their diamond and setting on 7/14/23. On 7/31/23, the customer emailed **************** and requested to return their setting and have their diamond unset from their ring and returned to them. The customer dropped off their ring (diamond & setting) on 8/6/23 and were provided a refund for their setting on 8/14/23. On 8/26/23, Brilliant Earth contacted the customer to advise their diamond was available for pick ** in the showroom. The customer requested a return on their diamond outside of Brilliant Earths policy. Brilliant Earth contacted the customer and educated them about ***************** policies and continues to be open to assisting the customer with any service needs. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20559656
  
  I am rejecting this response because the business is lying about what their employees told me, on 3 separate occasions. The 7/31/23 email they reference in the reply had language that confused me and led me to call into the hotline on 8/4/23. The representative I spoke to on this date explicitly stated that both my diamond and my setting were returnable for a full refund until 8/11/23. This representative lied to me about the return policy, and Brilliant Earth will not stand behind the word of their representative. I dropped *************** ring several days before the 8/11/23 due date that the business communicated to me over the phone, and was told by the front desk employee in ********* that I would receive a full refund for my full order. That employee lied to my face about the return policy when I dropped off the ring in person,  and she also lied to me about how she was processing my transaction. Once again, Brilliant Earth will not stand behind their representative's word. Lastly, the business utterly fails to recognize my call into the hotline on 8/25/23. On this call, I asked why I only received a partial refund and the representative informed me that the 8/14 refund was for the setting only. I told him that this was a mistake made BY A BRILLIANT EARTH EMPLOYEE, and that I needed this order changed to a full refund. This representative explicitly confirmed with me that my diamond ring was dropped off in store within the proper return window, and that he would make the change to process the order as a 100% refund. Brilliant Earth completely ignores this call in this BBB reply, because acknowledging this call would legitimize my complaint in regards to me not knowing that my order was being processed as a partial refund instead of a full refund. For a third time, a Brilliant Earth employee directly and explicitly lied to me about how my order was being handled, as well as lying about Brilliant Earth's return policy. 
  
  I am absolutely astonished by the blatant lies that Brilliant Earth tells its customers, and I would never recommend this business to anybody. YOU CANNOT TRUST ANYTHING THIS COMPANY TELLS YOU!!! GET EVERYTHING IN WRITING BECAUSE THEY WILL LIE ABOUT WHAT THEY HAVE TOLD YOU!!!

  

  Business Response

  Date: 09/20/2023

  The customer placed an order for a loose diamond on 6/6/23. Their diamond was available to pick up in the Brilliant Earth showroom on 6/19/23. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. For eligible orders, our return, exchange, and resize policy timelines begin when the purchase is available for shipment or pickup. The customers return/exchange policy for their loose diamond purchase ended on 7/18/23. The customer placed a 2nd order for a **************** setting on 6/24/23 and picked up both their diamond and setting on 7/14/23. Their 30 day return/exchange policy for their setting order ended on 8/11/23. On 7/31/23, the customer emailed **************** and requested to return their setting and have their diamond unset from their ring and returned to them. The customer dropped off their ring (diamond & setting) on 8/6/23 and were provided a refund for their setting on 8/14/23. On 8/26/23, Brilliant Earth contacted the customer to advise their diamond was available for pick up in the showroom. The customer requested a return on their diamond outside of Brilliant Earths policy. Brilliant Earth contacted the customer and educated them about ***************** policies and continues to be open to assisting the customer with any service needs. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20559656
  
  I am rejecting this response because it does not address the fact that multiple Brilliant Earth employees lied to me about the company's return policy. We changed our minds about the diamond and setting entirely between the 7/31 email from Brilliant Earth and my 8/4 call into the hotline, asking for clarification about the return policy. I found the language in the email confusing, which is why I called in -- why did the customer service representative on the hotline tell me that I was eligible for a full refund?
  
  Why did the in store employee make no mention of the diamond and setting having separate return policy start dates? Clearly that was something I should have been informed of when I was in store, but the employee flat out lied to my face and told me that I would receive a full refund. She obviously processed this transaction in a different manner, and did not mention the fact that the diamond ring was still going to be mine. I don't care if it is a mistake from the receptionist or 2 other hotline reps that told me I would get a full refund -- I am not going to be held responsible for Brilliant Earth employees failing to understand their own return policy.

  Because I left the store 100% under the impression that I would be receiving a full refund, I went to another jewelry store and put a downpayment on a ring that we got for a MUCH better deal than at Brilliant Earth. I would NOT have done this if they did not lie to me about how my transaction was being processed on their end. Now they are trying to stick me with the diamond that they have already accepted as a return, and I am unable to pick up the ring that my girlfriend actually likes. This diamond is now tainted with a horrible memory of this nightmare customer service. They have absolutely ruined all engagement plans that I had laid out. When I escalated this issue to a manager on the hotline, they seriously told me that I should consider using my once-in-a-lifetime diamond purchase as an earring instead -- BUYER BEWARE!! AVOID BRILLIANT EARTH AT ALL COSTS!!
  
  BRILLIANT EARTH LIED TO MY FACE ABOUT THEIR OWN RETURN POLICY! THEY HAVE RUINED WHAT IS SUPPOSED TO BE A SUPER HAPPY PROCESS FOR MY GIRLFRIEND AND I, AND I WILL NOT STOP COMPLAINING ABOUT THEIR DECEIT AND LIES TO EVERYBODY THAT WILL LISTEN UNTIL I HAVE MY REFUND. SHAME ON EVERYBODY AT BRILLIANT EARTH THAT HAS HAD A HAND IN THIS PROCESS.

   

• Initial Complaint

  Date:08/22/2023

  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.

  On 11/12/22 we visited their store by appointment. During the appointment my fiance was unable to try on any bands to see how they looked with her actual engagement ring since the store only carried one ring size. She found a band she liked but was unsure it could fit the shape of her engagement ring without causing damage. My fiance vocalized several times that she was unsure of ordering a ring she couldn't try. The consultant stated the band would fit correctly with her ring once made in her own size. She then told us we can just order the rings and if we don't like them for any reasons or they don't fit together we can return them within 30 days of receipt so there is no risk in ordering a ring she was unsure of. Due to this information, we agreed to order. The consultant entered everything on her own tablet and had us put a deposit down to "hold the order". She then said it would set up payments like layaway but no rings would even be made until we paid 50% and they wouldn't be shipped until they were fully purchased for the total of $5,426.64. Not once in all of this did she state we could not return the rings as mentioned before. They didn't have me sign any agreement until 4/12/23 which was already past the return period they are now claiming. Their website also states 30 day full returns from date of purchase/shipping. We paid the full balance to purchase our rings 8/17/23. The rings arrived 8/21/23. They came damaged and did not fit together at all. We called to return on 8/22/23 and was told we couldn't return them past 12/22/22 due to their policy. We didn't purchase the rings until 8/17/23, this is not what was communicated and we couldn't return something we didn't have yet. **************** stated that the policy wording was tricky but we couldn't return them or get a refund. A manager was supposed to call us that same day but just sent an email stating the same. We were lied to and conned into ordering under false pretenses for an inaccurate product.

  

  Business Response

  Date: 08/31/2023

  The customer placed a layaway order for two wedding bands on 11/12/22. As stated on the Brilliant Earth website as well as the signed layaway receipt, the customers layaway deposit may be refunded within 30 days of purchase (the date the order is placed). The customers last return and exchange date was on 12/11/22. In August of 2023, the customer paid the remaining balance on their order and it was shipped on 8/18/23 and received by the customer on 8/21/23. The customer contacted **************** and requested a return/exchange outside of Brilliant Earths policy. Brilliant Earth has called and emailed the customer in an attempt to assist with their concerns. Brilliant Earth continues to be open to assisting the customer and we are pending the customers reply.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20509705
  
  I am rejecting this response because: the business is not waiting on a reply from me, but rather I am awaiting a reply from the business. Last communication was on 8/31/23 by phone where they just restated their policy, but did not acknowledge or make right the fact this policy was not shared at time of purchase, was lied about at that time to coherse purchase, and that layaway receipt and terms were not even sent for signature until months after those terms could be applied. No statement regarding these business practices and the fact they seem intentionally placed to scam people. No accountability has been taken for their own staff or negligent practices. Business stated they would call us back on 9/5/23 and would be unable to assist us sooner. Business also stated they would only consider a refund for one of the bands per the verbal agreement the rings were sold to us on if we marked this complaint as resolved prior to the actual resolution,  but not both bands. Business continues to send emails or calls stating the same things over again, such as: "due to our policy we are unable to offer a refund" so it looks like attempts of resolution are being made while in actuality very little new progress or resolution is being offered.

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

  

  Business Response

  Date: 09/06/2023

  The customer placed a layaway order for two wedding bands on 11/12/22. As stated on the Brilliant Earth website as well as the signed layaway receipt, the customers layaway deposit may be refunded within 30 days of purchase (the date the order is placed). The customers last return and exchange date was on 12/11/22. In August of 2023, the customer paid the remaining balance on their order and it was shipped on 8/18/23 and received by the customer on 8/21/23. The customer contacted **************** and requested a return/exchange outside of Brilliant Earths policy. Brilliant Earth has been actively communicating with the customer working to resolve their concerns. 

  Customer Answer

  Date: 09/11/2023

  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. Pending the exchange of one ring and warranty to new ring and refund of complete ring with warranty back to us.
  
  Sincerely,
  
  ***************************************;