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

  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

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:08/21/2023

  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.

  In 2021 I purchased an engagement ring from Brilliant Earth. They refused to provide a service on my ring despite my efforts to seek it out from them per their terms. This ring cost over $3,000 to purchase. In **************************************************************************** weeks after obtaining my ring, it fades from a white gold to a yellow gold. I have done my own research outside of the company and found that white gold should bond for a MINIMUM of **** months and should only require service that often. That has never been the case with this ring and has caused me severe emotional distress. They refuse to do anything about exchanging the metal or even discounting it under the circumstances. They claim no wrongdoing despite the horrible quality of the product after thousands spent. I take pristine care of my jewelry (even taking it off to apply lotion) and my other white gold jewelry (not from Brilliant Earth) does not fade even over extended periods of time (***** months). This has been a horrible experience maintaining what should be my most timeless and treasured piece of jewelry.

  

  Business Response

  Date: 08/30/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 3/17/21. In May of 2022, the customer contacted **************** and stated they had their ring resized and repaired by a local jeweler. As stated on the Brilliant Earth website, repair or service performed by a jeweler other than Brilliant Earth voids the free lifetime manufacturers warranty. In April of 2023, the customer sent their ring in to **************** to be evaluated for repair and as a courtesy to the customer, they were provided a complimentary refurbishment. In August of 2023, the customer contacted **************** and requested to upgrade their setting to platinum and were offered metal credit to use towards the purchase of a platinum setting. 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 with their repair or upgrade requests. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20503775
  
  I am rejecting this response because:
  

  I only sought service for my ring at another jeweler because Brilliant Earth refused to complete the work that I requested. Therefore, they left me no choice.

  Given that they have already repaired the ring once with their own redipping method and it still faded quickly, it only makes sense that they take responsibility for a faulty product and replace the band with a more stable material, free of charge.

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

  

  Business Response

  Date: 09/05/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 3/17/21. In May of 2022, the customer contacted **************** and stated they had their ring resized and repaired by a local jeweler. As stated on the Brilliant Earth website, repair or service performed by a jeweler other than Brilliant Earth voids the free lifetime manufacturers warranty. In April of 2023, the customer sent their ring in to **************** to be evaluated for repair and as a courtesy to the customer, they were provided a complimentary refurbishment. In August of 2023, the customer contacted **************** and requested to upgrade their setting to platinum and were offered metal credit to use towards the purchase of a platinum setting. Brilliant Earth has called and emailed the customer in an attempt to assist with their concerns and have extended the offer for metal credit towards the purchase of a new platinum setting. Brilliant Earth continues to be open to assisting the customer with their repair or upgrade requests. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20503775
  
  I am rejecting this response because:

  As previously stated, I attempted to go to Brilliant Earth in 2021 for said work first and when they refused I had no choice but to go to another jeweler. They continue to ignored their responsibility in selling poor quality jewelry and bearing the cost of replacing the metal.

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

• Initial Complaint

  Date:08/02/2023

  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 ordered a ring from Brilliant Earth that was constantly delayed. I spent hours on the phone with customer service and still no ring. I ended up cancelling the order two weeks ago, and I still haven't received a refund. I want my money back immediately. Appalling customer service, appalling business practices, and they have demonstrated complete negligence repeatedly. Failure to deliver a product and failure to deliver a refund after cancelling said product is unacceptable.

  

  Business Response

  Date: 08/09/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 7/6/23. The customers order was delayed due to manufacturing and they were provided a loaner ring from a Brilliant Earth Showroom on 7/16/23. The customer returned the loaner ring and **************** contacted the customer and worked to expedite the delivery process. The customer opted to cancel their order and their refund was processed on 8/4/23. 

• Initial Complaint

  Date:08/02/2023

  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.

  Purchased a ring from them and they sent the wrong size after going to two separate appointments to determine the model and size; went back to the Williamsburg store to return the ring and was treated terribly by the sales representative, they tried to convince me to send it to readjust the ring, when I asked if that would be guaranteed, they said no and once a change has been made the ring is mine and nothing to do about it, so I went ahead and returned that ring; placed a second order for the ring again, hoping Ill Get the right ring and size, they have moved the delivery date 4 times, last delivery that they offered was August 1 2023 and didnt make it to that date, the representative on the phone told me The ring was at the Williamsburg store and the manager following my case told me the ring is in transit and dont know when it will delivered, today I called for a cancellation and refund and they are telling me that with no ring in store they cant do any of those and will contact me to see what is the option, I just placed a fraudulent charge on my Amex for this purchase and attached all the emails with the dates being changed constantly, today one month later from The second purchase, I already paid the card with the charge, I dont have a ring and they are fighting the return even tho I never even got a ring!

  

  Business Response

  Date: 08/09/2023

  The customer placed an order for a Wedding Band from Brilliant Earth on 6/24/23. On 7/9/23, the customer returned their order and placed a new order for a 2nd Wedding Band in the same style. The customers refund for their first order was processed on 7/13/23. The customers 2nd order was delayed due to manufacturing and the customer requested to cancel their order on 8/1/23. The customer filed a dispute for the charges on their 2nd order with their financial institution on 8/2/23 and the funds were returned to the customer. 

• Initial Complaint

  Date:07/30/2023

  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 am writing this on behalf of myself and my husband who both jointly paid for the order number **********, for what was supposed to be my engagement ring. Thankfully, we have only partially paid for the ring (more than half), because we didn't want to pay the full amount until the we received the ring. We placed the order for the stone to be set on the ring on April 19th 2023. We still have not received the ring by this date. It took months of showing up to their ******** Showroom and calling and emailing customer service to even get proof of production and the date we were supposed to receive the ring (June 6th 2023). On June 5th they sent us an email saying the ring was delayed with a tracking website link that lead to a dead website (a 404 error). We did not receive the ring on June 6th 2023. We received no updates for over a month on our ring and by this point do not feel confident that they ever intend on giving us our ring. We want to get a refund on this purchase or at least be given back the stone with no further charges. This has been a horrible, humiliating experience and we believe Brilliant Earth is more concerned about their online appearance than actually delivering their goods. If nothing comes of this at least we want to inform the BBB that Brilliant Earth is a bunch if flashy marketing tactics masquerading as a businesses.

  Customer Answer

  Date: 08/07/2023

  Hi!

  Thank you for your help with our complaint #20396992. After the business received the complaint they have worked with us to resolve the issue have said they are issuing us a refund. We would like to mark this complaint as resolved. Thanks!

  
  
  Best,

  Caitlin 

• Initial Complaint

  Date:07/27/2023

  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 purchased an engagement ring in December 2022. After three months it lost its' brilliance and became cloudy. I returned the ring and requested a refund based on the ring being defective. Their marketing material stat that this manufactured diamond "has all the physical, chemical and optical characteristics of a natural diamond - this ring does not, natural diamonds do not become cloudy. By their own admission "diamonds are not susceptible to getting cloudy over time - this stone did. Twice they shipped this defective product back to me despite my repeated request not to do so. I have not accepted delivery. After approximately three months of communication they finally denied my request for a refund. I have a detailed outline of all my communications if needed. I have written to the *** (copy attached) outlining the entire process and am filing a claim in small claims court next week.

  

  Business Response

  Date: 08/03/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 12/6/22. On 4/3/23,  the customer contacted **************** with a repair need and also 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 1/19/23. Brilliant Earth offered to have the customer send in their ring for a repair evaluation. The customer sent their ring in to be evaluated for repair and Brilliant Earths Repair Team and Graduate Gemologists determined that the cloudy appearance of the customers diamond was due to dirt stuck under the stone. Brilliant Earth contacted the customer on 5/26/23 and the customer agreed to have the ring repaired/cleaned at no cost to the customer. **************** shipped the repaired/cleaned ring to the customer on 6/12/23. The customer refused shipment of their ring and it was returned to Brilliant Earth. Brilliant Earth has reached out to the customer to offer a resolution and are pending reshipment of their repaired ring.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20383567
  
  I am rejecting this response because:  This response is materially inaccurate as to the facts and offers no acceptable resolution. 

  I initially contacted Brilliant Earth because the main stone had lost its' brilliance and become cloudy.  I did not request a repair, I requested a refund.  I confirmed this request by email on 4/24, before the cleaning and inspection. 

  I reject the notion that the cloudy appearance was due to dirt, I believe it is caused by an inherent defect in the stone.  By their own admission, this cloudy appearance does not usually occur in diamonds.  I have made several requests for the full inspection report and the professional cleaning report.  They have not been forthcoming with this information. 

  I did not request that the stone be repaired/cleaned on May 26, I was informed that was their plan of action.  The email trail I have provided makes it very clear that my request was for a refund based on a defective product.  I have repeatedly requested a transcript of this phone call, it has not been provided. 

  The product was shipped to me without my knowledge or consent.  I did not refuse delivery, I was out of town.  Since it required a signature and none could be obtained ***** returned the package to Brilliant Earth.  

  Brilliant Earth has not reached out to me to offer a resolution, only to arrange return of the ring to me.  This was done by phone and when I requested that all further correspondence be in writing, they went silent. 

  Yesterday I received yet another request from Brilliant Earth to pay a re-ship fee so they could return the ring to me.  I responded that they were not to ship it to me and if they did I would refuse delivery.

  I am open to settling this via BBB but have also filed a civil suit in General District Court in ******** in an attempt to settle this issue.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/10/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 12/6/22. On 4/3/23,  the customer contacted **************** with a repair need and also 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 1/19/23. Brilliant Earth offered to have the customer send in their ring for a repair evaluation. The customer sent their ring in to be evaluated for repair and Brilliant Earths repair team and Graduate Gemologists determined that the cloudy appearance of the customers diamond was due to dirt stuck under the stone. Brilliant Earth contacted the customer on 5/26/23 and the customer agreed to have the ring repaired/cleaned at no cost to the customer. **************** shipped the repaired ring to the customer on 6/12/23. The customer refused shipment of their ring and it was returned to Brilliant Earth. Brilliant Earth has reached out to the customer to offer a resolution and are pending reshipment of their repaired ring.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20383567
  
  I am rejecting this response because:
  This response is just a restatement of their previous response.  They have not contacted me in writing, per my request, to settle this issue.  It is currently scheduled for a hearing in **************** on September 15.  I am proceeding with my complaint as they are non-responsive.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/16/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 12/6/22. On 4/3/23,  the customer contacted **************** with a repair need and also 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 1/19/23. Brilliant Earth offered to have the customer send in their ring for a repair evaluation. The customer sent their ring in to be evaluated for repair and Brilliant Earths repair team and Graduate Gemologists determined that the cloudy appearance of the customers diamond was due to dirt stuck under the stone. Brilliant Earth contacted the customer on 5/26/23 and the customer agreed to have the ring repaired/cleaned at no cost to the customer. **************** shipped the repaired ring to the customer on 6/12/23. The customer refused shipment of their ring. **************** is reaching out to the customer directly to resolve the matter. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20383567
  
  I am rejecting this response because:  It is just a repeat of the falsehoods they provided in their previous response.  It appears to me that Brilliant Earth has no more respect for the BBB complaint process than they do for their alleged concern for customer satisfaction.  The only contact I have had with Brilliant Earth since filing this complaint was an email from them acknowledging service of my lawsuit and saying I would be contacted by someone to seek resolution.  They have not made any further attempts to contact me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/14/2023

  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.

  One of my pav diamonds fell out of it's setting. I have only had this year for ONE year, and it's a simple men's wedding band, with a subtle row of pav diamonds in the center, and I remember distinctly when I purchased my wedding band, that the **************** Rep. in ******* mentioned if any of the small diamonds were to fall out, to just come back and they would fix it, no problem.I'm at that point, and when I called to ask for more details, the cust. service rep over the phone was an absolute unprofessional POS. She was very belligerent and told me that they cannot replace anything since it falls under "normal wear and tear". I told her, I have heirloom jewelry over 100 years old from my great grandparents, and NOT ONCE has anything fallen out or needed to be repaired, sans the one time a resize was needed on one of the wedding bands of my grandmother. I told her this isn't under "normal wear and tear" and that this is very much a manufacturer/crafting issue.She proceeded to continue to be rude and condescending, making it almost impossible to get a word in. AVOID THIS BUSINESS AT ALL COST!! THEY DO NOT FOLLOW UP ON THEIR OWN WARRANTIES AND COULDN'T CARE LESS ABOUT THEIR CUSTOMER SERVICE REPUTATION.

  

  Business Response

  Date: 07/24/2023

  The customer placed an order for a wedding band from Brilliant Earth on 3/28/22 and picked up their order from a showroom on 4/18/22. The customer contacted **************** on 7/**/23 with a repair need. On 7/18/23, Brilliant Earth contacted the customer and offered to have the ring sent in to be evaluated for repair. The customer has agreed to have their ring evaluated and we are pending receipt of the item. The customer has indicated that once the ring has been evaluated and repaired, their issue will be satisfactorily resolved. 

• Initial Complaint

  Date:07/06/2023

  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.

  I ordered a size 7 yellow gold Alena **** with a 2 carat diamond May 1. It was shipped to my home May 14 and arrived May 16. The **** I received was not the ****** It was missing some milgrain detail on the band. I had selected the **** partially because of this specific detail.I called and spoke with a rep on the 19th and they said I could go to a store or ship it from home. I opted to take it in to a store. I took it in on the 25th of May.It was sent out for "repair". The clerk told me if I was unhappy when I received it back it should still be covered. On May 31 I received a phone call confirming that there had been an error on the **** and that they would fix it. It was received back in the store on June 9 and I picked it back up on the 15th. I wore it on and off for 9 days and on the 24th noticed that a stone had come out of the setting. I called immediately on the 24th to request a return. Their inability to deliver an accurate product the first time coupled with the craftsmanship of the second product made me realize that I did not want their product. I was told that since I was "technically outside of their return window I needed to be approved."I was first told within 48 hours I would hear. Then when I contacted them I was told 4 business days. Then I waited the 4 business days and finally on June 30 was told that I could send it in for repair but that they would not refund **** told them that I would file an FTC complaint and take them to court. I was then "escalated". I received a phone call on July 1 telling me that I would get a response after the holiday. The rep told me after 7 days that an "executive level decision" had been made and my return was denied. In total, I had the **** in my possession less than a month. I didn't even receive the correct product in the first place. I will be taking them to court. This is an unacceptable business practice. Honor your policy in good faith.

  

  Business Response

  Date: 07/14/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 5/1/23. The customer dropped off their ring in a **************** showroom on 5/25/23 for repair. The order was available for pick up on 6/9/23 and the customer picked up their order on 6/15/23. On 6/24/23, the customer advised **************** that the ring was in need of a 2nd repair and Brilliant Earth offered to have the ring sent in for a repair evaluation. The customer requested a return for a refund, 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 6/14/23. Brilliant Earth has called and emailed the customer in an attempt to assist with their concerns. Brilliant Earth is pending the customer's reply but continues to be open to assisting the customer. 

  Customer Answer

  Date: 07/19/2023

  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.

  This issue has been resolved. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/26/2023

  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.

  Transaction Date: 9/29/2022 Order Number: ********** Amount Paid to Brilliant Earth: $4,344.02 Nature of Dispute: We purchased our engagement ring in late September 2022 and used Brilliant Earth's 60 day resize policy. The ring was incorrectly resized twice (we requested a size 7.5 and it was sent to the *****, ** showroom as a size **** in December and again in January). In January, the store failed to tell us it arrived the wrong size again and sent it back to be resized a third time, however, we were expecting the ring that week because we had a small wedding that coming weekend. This issue was resolved with the ***** Showroom after we called customer support and the store to find out where the ring was as we were not informed of a delay. Moving past this issue, a stone fell out of the band after only 3 months of having the ring in our possession. Brilliant Earth could not guarantee the repair within the timeframe we needed it (1.5 months before our large wedding on June 4th). We were only offered help after we posted a 1 star ****** review about our experience. We were contacted by *********************** (Customer Experience Associate, Resolutions) who offered to resolve our issue with a refund after our wedding if we shipped the ring back. After our wedding (6/4/2023) we have contacted her multiple times via email and phone (left multiple voicemails because she stopped answering us) and have not been offered any further resolution. We called customer service again and talked to someone else that promised ***** would get back to us and she never did. We took the ring to be assessed by a local jeweler who informed us that 7 additional stones in the band are loose and improperly set, and the bottom of the band is tarnishing after only 4 months of wear. We are very dissatisfied with the quality and customer service provided by **************** and would like a full refund.

  

  Business Response

  Date: 07/05/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 9/29/22. The customer dropped off their ring in a **************** showroom in December of 2022 to be resized and was picked ** in January of 2022. On 5/8/23, the customer contacted ********************** with a repair need and Brilliant Earth offered to have the ring sent in for evaluation. The customer stated they would send in the ring after their wedding. In May of 2023, the customer requested a refund, 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 11/12/22. Brilliant Earth continues to be open to assisting the customer with any service needs for their rings.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20238367
  
  I am rejecting this response because: Brilliant Earth originally contacted myself due to a poor review I had left in attempt to help rectify the horrible service / experience we had working with them. After responding to Brilliant Earth, the person who reached out, *********************** - Customer Experience Associate, Resolutions, told me that I would be able to return the ring for a full refund after my wedding on June 4th. I would be able to bring the ring into the store / show room and receive a full refund. I have made multiple attempts to contact *********************** / Brilliant Earth via phone / email to follow through with this agreement to return the ring but have not been able to get a hold of *****. ***** has left multiple emails asking to schedule a time to call me to discuss the issues, and every time we agree on the meeting time she doesn't end up calling. I call back and leave a voicemail asking for her to call me back when she is free and she never called. I would like to obtain a full refund for the ring as it not the quality of a ring that costs $4000 from Brilliant Earth (7 loose stones, 1 missing stone, ring is tarnishing). 
  
  Sincerely,
  
  Amro Hashw

  

  Business Response

  Date: 07/14/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 9/29/22. The customer dropped off their ring in a **************** showroom in December of 2022 to be resized and was picked ** in January of 2022. On 5/8/23, the customer contacted ********************** with a repair need and Brilliant Earth offered to have the ring sent in for evaluation. The customer stated they would send in the ring after their wedding. In May of 2023, the customer requested a refund, 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 11/12/22. Brilliant Earth has called and emailed the customer with the last email sent on 7/12/23 and the customer did not answer or reply to the email offering assistance with setting up a repair order. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

• Initial Complaint

  Date:06/19/2023

  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.

  Brilliant Earth has made our engagement ring purchase living hell! After months of designing a custom ring, traveling to two different stores, multiple Zoom calls and many rendering revisions, we entrusted in Brilliant Earth to build a quality ring. The process took months and lacked basic communication since every time you call you get a different customer service representative who cant tell you anything new about the status of the ring. After being lied to about the status and delivery date multiple times, we received the ring, only to realize that a diamond was crooked! After calling and being told its probably just an optical illusion, we sent the ring back and they agreed it was not set correctly and that it would have to be completely remade. After waiting a few more MONTHS with back and forth phone calls and emails and being told more excuses, we were told that the second ring failed quality inspection and would have to be remade another time. At this point, we asked if it was the design and if we should redesign it and they said there wasnt an issue with the design. Now, the delivery date has changed three times and every time it is scheduled to ship, we call and they say its still being worked on. At this point it has been 8 months since the initial order and payment and 4 months since we sent back the first ring. It is beyond comical at this point and has ruined what should be a fun experience. We cant even finalize wedding details because who knows when this ring is going to show up after paying over 5k for it in November and now it is *****

  

  Business Response

  Date: 06/29/2023

  The customer placed orders for two custom wedding bands. The first order was placed on 12/14/22 and the second was placed on 12/27/22. The customer contacted **************** with a repair need for one of their bands and it was received on 3/17/23. Brilliant Earth contacted the customer on 6/29/23 to discuss the repair and provide updates regarding the estimated delivery. The customer has indicated that upon receipt of their repaired wedding band, their issue will be satisfactorily resolved. 

  Customer Answer

  Date: 07/10/2023

  I was out of country for last 10 days, but their response is only partially accurate. Between 3/17 and 6/29 the back and forth communication has been dismal and they apparently sent me email updates that were never received and the product kept failing inspection, yet they cannot forward me emails for me to get a count of how many times product failed.

  On top of that, we're suppose to have a whiteglove appointment scheduled today. From March, there were notes from March 2023 to also have ring resized from 7.5 to **** - 4 months ago! We were assured entire time that they would resize ring same time they'd figure out what was wrong with the stones used in ring. Come to find out yesterday, the notes never made it to production team even though they're in customer service notes so the ring was never resized. We were looking for a refund if today's ring wasn't perfect after ordering it back in December. Now it turns out it's not even the correct size - meaning this whole process will start all over again. We don't have time to waste - the ring production is holding up entire wedding plans; 6 months wasted.

  

  Business Response

  Date: 07/11/2023

  The customer placed orders for two custom wedding bands. The first order was placed on 12/14/22 and the second was placed on 12/27/22. The customer contacted **************** with a repair need for one of their bands and it was received on 3/17/23. Brilliant Earth contacted the customer on 6/29/23, to discuss the repair and provide updates regarding the estimated delivery. The customer has indicated that upon receipt of their repaired wedding band, their issue would be satisfactorily resolved. On 7/10/23, the customer picked up their order from the **************** showroom. 

  Customer Answer

  Date: 07/11/2023

  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. However, it wasn't until we filed this claim that the 2nd ring repair was miraculously expedited - all the way from when we sent back in March.

  To reiterate, there was little to no explanation between check-ins with customer service. Even though we were finally assigned a Customer Resolutions specialist, she was tethered simply as the middleman translating vague messages from the repair/engineering team. Told they sent us emails that were never located and when we asked to re-forward all emails to an alternative address to timestamp and document the experience, they said they would not be able to do that or even take screenshots with the dates.

  Again, we couldn't escalate this issue beyond Customer Resolutions specialist and promised we'd have the ring in hand in ****** then May, then June, and now finally July. Never able to fully explain from a design perspective why the ring kept failing inspection. Now we're worried that the approved design *** have flaws in the future with potential inset stone popping out. Fingers crossed this is not the case. Not confident we could, or would, recommend this company to other friends (especially for custom orders).

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

• Initial Complaint

  Date:06/16/2023

  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 file a formal complaint regarding the purchase of an engagement ring from Brilliant Earth. The purchase was made on September 2, 2022, with an understanding that ring resizing would entail band replacement, not cutting. Upon receipt of the ring on September 21, 2022, it was returned for resizing on October 15, 2022. Contrary to our initial understanding, we were informed that the ring would have to be cut for resizing, a process to which we reluctantly agreed. We collected the resized ring on October 28, 2022, only to find the ring had sustained damage. It was missing three diamonds from the hidden halo, and the diamond mount was improperly aligned, causing the diamond to appear crooked. We returned the ring for repair on October 30, 2022. This unfortunate situation caused a disruption of our engagement and wedding plans, made more difficult to rearrange due to my military service. The rings absence also negatively affected our engagement photography. We were told the repair process would be delayed due to the seasonal rush. The ring was returned to us on November 13, 2022, with the missing diamonds replaced. However, the alignment issue remained unaddressed, and the ring size was still incorrect.We attempted to dispute the charge through **************** to receive compensation for the delays and poor service, but to no avail. The ****** Domain location supervisor confirmed that similar issues have been recurring at their production studio. Attempts to negotiate compensation with the company directly have been unsuccessful. The offered resolution, consisting of substandard products, was inadequate. We seek a suitable resolution and trust that our complaint will prompt appropriate action from Brilliant Earth. It is our hope that this unfortunate situation can be rectified, and future customers can be spared from such experiences.

  

  Business Response

  Date: 06/23/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 9/3/22. On 10/15/22, the customer dropped off the ring with **************** for resize and picked up the resized ring on 10/28/22. The customer requested a repair on 10/30/22. The customer picked up the repaired ring on 11/11/22. The customer contacted **************** on **/**/22 to discuss additional repair needs. Brilliant Earth offered to have the ring evaluated and the customer mentioned he was being deployed and would contact Brilliant Earth once he returned. Brilliant Earth contacted the customer on 6/17/23 and offered to assist with their repair needs. The customer stated they were again being deployed and would follow up with Brilliant Earth when they return. Brilliant Earth offered to have the customer send in their ring for repair evaluation and continues to be open to assisting the customer with their service needs.