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 Chicago, IL 60611

• 

  Brilliant Earth, LLC

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

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:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ring for $9,104.34 and unfortunately the engagement did not happen. I realize that a full refund would be ridiculous, but when I called the company I was told they would not take the ring back even though it was the company I bought it for. I contacted 3 places the associate said to try and none would take a lab grown diamond. When I tried to send the ring to one more place I actually got an offer for $180 dollars. This seemed like I was ripped off on the original price as it is a 2.75 Karat cut, with side stones etc. I was in no way thinking I should get my $9104.34 back but to get a quote of $180 and the original company not doing something for the customer seems a little unfair.

  

  Business Response

  Date: 05/14/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 6/28/2024; their order was fulfilled. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/16/2024. The customer chatted in to **************** on 3/28/2025 and were educated about the last return/exchange date for their order. Brilliant Earth called and emailed the customer and we are pending response. **************** remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23300118
  
  I am rejecting this response because: my issue is a quality and customer service question.  I can read contracts and deadlines.  This is more than timing.  It is the quality of the product and lack of standing behind it.  I will contact ******* tomorrow morning as we have missed each other and maybe we can reach a solution that can be acceptable to both parties.
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 05/22/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 6/28/2024; their order was fulfilled. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/16/2024. The customer chatted in to **************** on 3/28/2025 to inquire about their order due to a broken engagement and they were educated about the last return/exchange date for their order. Brilliant Earth called and emailed the customer on 5/22/25 and we are pending response. Brilliant Earth remains open to assist with any further questions or service needs.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23300118
  
  I am rejecting this response because: I have yet to speak to anyone from the company to come to some sort of resolution.  I have called twice this week and left my number and have not been contacted at all.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:05/02/2025

  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 apologize i included by complaint as an attachment. I have been dealing with this company for 4 years and had alot of issues with them

  

  Business Response

  Date: 05/09/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 8/3/21; their order was fulfilled. On 3/28/25, the customer contacted **************** with a repair need. Brilliant Earth repaired the ring at no cost, as a courtesy to the customer. The ring was shipped to the customer and returned to **************** from ***** after several delivery attempts. Brilliant Earth reshipped the ring to the customer. The customer contacted **************** to advise the order was delivered to their previous residence and Brilliant Earth has requested a package retrieval from our shipping courier. Brilliant Earth has been in contact with the customer and is working to resolve their concerns satisfactorily. 
  

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23277847
  
  I am rejecting this response because:

  I am still waiting for a response from the team. It has been a week from when the ring was lost, I am still waiting for the response. I also want to clarify that it was NOT shipped to a previous residence, an OLD billing address was used with no authorization. This address has never been used in the account for shipping. 

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

  

  Business Response

  Date: 05/15/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 8/3/21; their order was fulfilled. On 3/28/25, the customer contacted **************** with a repair need. Brilliant Earth repaired the ring at no cost, as a courtesy to the customer. The ring was shipped to the customer and returned to **************** from ***** after several delivery attempts. Brilliant Earth reshipped the repaired ring to the customer. The customer contacted **************** to advise the order was delivered to the customers previous residence and **************** has requested a package retrieval from our shipping courier. Brilliant Earth spoke with the customer on 5/12/25 and reached a satisfactory resolution. 

• Initial Complaint

  Date:05/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring for my now-Fianc on 12/13/2024. It arrived on time on 12/31 and I proposed on 1/18/25. About three weeks after giving the ring to my Fianc, she noticed a stone in the band was loose. We set an appointment at Brilliant Earth's *************** store to have it shipped back and evaluated for damage. The company admitted build quality issues and chose to rebuild the ring for free. Since then, we have had three delays on shipping dates. I contacted **************** on 4/17, where the *** offered me free jewelry and a request for no more delays. I asked to speak to a supervisor. She called the next day, 4/18, where I requested a refund and was denied due to being past the 30 day return policy. She assured me the ring would not face any additional delays. The next day, our ship date was adjusted from 4/27 to 5/2.I communicated with the same Supervisor that the issue had been given more than enough time to be resolved. She stopped contacting me after this email, sent on 4/30. I had called two additional times on 4/24 and 4/30 with no response.The company refuses to communicate with me about the status of my ring. I continue to pay on it as I financed it through Affirm.

  

  Business Response

  Date: 05/07/2025

  The customer placed an order from **************** for an engagement ring on 12/13/24; their order was fulfilled. On 3/1/25, the customer dropped off their ring for repair. The ring was evaluated and was covered under Brilliant Earths Lifetime Manufacturing Warranty and the customer approved a complimentary remake for their setting. Due to unforeseen manufacturing delays, the estimated delivery changed. The customers order shipped on 5/1/25 and delivered on 5/2/25. Brilliant Earth contacted the customer who confirmed their issue has been satisfactorily resolved. 

• Initial Complaint

  Date:04/29/2025

  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 am filing this complaint in regard to a return and refund issue with Brilliant Earth. My order (#***********) was delivered back to their facility on Friday, March 21, 2025, at 10:05 AM via ***** (Tracking #**** 7085 3357). Since then, I have made numerous attempts to contact Brilliant Earth regarding the status of my refund, but I have received only vague and unfulfilled assurances.After repeated follow-ups, Brilliant Earth finally acknowledged that ***** had either lost or misdelivered the package. I was initially told that the matter would be resolved within 10 business days. However, I am now being told that it may take up to six weeks to process the claim and issue a refund.This delay is unacceptable. I returned my order as instructed and within the appropriate timeframe. The package was insured by *****, meaning that Brilliant Earth will recover their loss regardless of the packages status. Meanwhile, they are holding onto my funds while I am accruing interest on my credit card for an item that is no longer in my possession.I am requesting that Brilliant Earth issue a full refund immediately. Delaying this further is both unreasonable and unfair to the customer.

  

  Business Response

  Date: 05/07/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package with the label and tracking provided to the customer. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth has not received the package from ***** and filed a claim on the customers behalf. We are pending results from the ***** claim as we are not able to issue a refund due to the missing item and pending claim with ****** Brilliant Earth has called and emailed the customer and they replied stating they were not available to speak via phone. Brilliant Earth will email the outcome of the claim once received. 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23262957
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 05/08/2025

  To Whom It May Concern,
  I am submitting this complaint regarding an unresolved issue with Brilliant Earth related to a return and refund for an order I placed on March 8, 2025.
  I ordered a pair of earrings as a gift for my wife. The order was delivered, but shortly after, I initiated a return. On March 15, 2025, I contacted Brilliant Earth to request a return label, and they emailed me a prepaid ***** shipping label (Tracking #************). I then used this label to return the earrings.
  Brilliant Earth contacted me on March 21, 2025, claiming they had received an empty package. This was both confusing and alarming, as I had not sent back the package at that time. The suggestion that I did so is inaccurate and incorrect.
  When I was informed of this claim, I followed up and was told to reuse the same return label and ship the item again. On March 28, 2025, I returned the package using the same ***** label. Unfortunately, this package has now gone missing while in ****** custody.
  Brilliant Earth has stated they cannot issue a refund due to the pending outcome of a claim they filed with *****. While I understand the need for an investigation, I believe it is unreasonable to withhold a refund from me, the customer, for a situation that appears to be a result of a shipping error or mismanagementpossibly on the part of *****.
  I have made several attempts to resolve this matter, but Brilliant Earth has not offered a satisfactory resolution. They have called and emailed me, and I have replied indicating Im currently unavailable to speak by phone, but I am fully willing to communicate exclusively in writing.
  At this point, I have returned the item as instructed, and I am left without the product AND without a refund. I am requesting the assistance of the BBB to help facilitate a full refund from Brilliant Earth.
  Resolution Requested: Full refund of the purchase price of the returned earrings.
  I appreciate your time and support in helping to resolve this matter fairly.
  
  All the best 

  AY

  
  

  

  Business Response

  Date: 05/15/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package where the label provided to the customer was utilized. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth has not received the package from ***** and filed a claim on the customers behalf. We are pending results from the ***** claim as we are not able to issue a refund due to the missing item and pending claim with ****** Brilliant Earth has called and emailed the customer and they replied stating they were not available to speak via phone. Brilliant Earth will email the outcome of the claim once received. 
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23262957
  
  I am rejecting this response because: I am filing this complaint in regard to a return and refund issue with Brilliant Earth. My order (#***********) was delivered back to their facility on Friday, March 21, 2025, at 10:05 AM via ***** (Tracking #**** 7085 3357). Since then, I have made numerous attempts to contact Brilliant Earth regarding the status of my refund, but I have received only vague and unfulfilled assurances. After repeated follow-ups, Brilliant Earth finally acknowledged that ***** had either lost or misdelivered the package. I was initially told that the matter would be resolved within 10 business days. However, I am now being told that it may take up to six weeks to process the claim and issue a refund. This delay is unacceptable. I returned my order as instructed and within the appropriate timeframe. The package was insured by *****, meaning that Brilliant Earth will recover their loss regardless of the packages status. Meanwhile, they are holding onto my funds while I am accruing interest on my credit card for an item that is no longer in my possession. I am requesting that Brilliant Earth issue a full refund immediately. Delaying this further is both unreasonable and unfair to the customer. I will not respond to the business via telephone, I will only respond to the business in writing in which they have failed to communicate directly to me. 
  
  Sincerely,
  
  ******* ******* NP

  

  Business Response

  Date: 05/21/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package with the label provided to the customer. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth did not received the package from ***** and filed a claim on the customers behalf. The customer filed a payment dispute through their financial institution and Brilliant Earth was notified on 5/9/25. The ***** claim was approved and the Brilliant Earth settled the payment dispute with the customers financial institution. This has been resolved. 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23262957
  
  I am rejecting this response because: Merchant claims that refund was processed, this is false. Please provide full refund and this matter can finally be closed.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/22/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package with the label provided to the customer. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth did not received the package from ***** and filed a claim on the customers behalf. The customer filed a payment dispute through their financial institution and Brilliant Earth was notified on 5/9/25. The ***** claim was approved and the Brilliant Earth settled the payment dispute with the customers financial institution by accepting the dispute as a refund; the funds were released to the customer through their bank. Please see the attached dispute resolution for the chargeback. This has been resolved. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23262957
  
  I am rejecting this response because: I have spoken to my bank regarding this matter and have confirmed that Brilliant Earth has made a false statement regarding issuing a refund to me. **************************** has confirmed that there is no refund as of this time. In the business we call this "Bank Fraud". When Brilliant Earth issues a full refund to my sapphire card with bank statements as proof. Then this case can be resolved. ***** has already taken full responsibility for their shortcomings of losing the package in transit and Brilliant Earth has received payment from ***** as they insure all of their packages. 
  
  
  ******* *******

• Initial Complaint

  Date:04/28/2025

  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:March 14, 2025 (date of sign-up and welcome email with birthday offer)No money paid yet offer was promised as a $50 discount on a $500+ purchase.Brilliant Earth committed to provide a $50 promotional credit toward a future purchase of $500 or more during my birthday month, as clearly stated in their "Brilliant Earth Subscriber Birthday Offer Official Rules" found on their website under Promo ******************** signing up for marketing emails (confirmed by my "Welcome to our Community" email received March 14, 2025, at 1:47 PM PT), I clicked on the provided link to claim my birthday credit. The link directed me to a broken page that only displayed a breadcrumb ("Home / **************** / Birthday") with no actual content or method to retrieve the promised offer.I contacted Brilliant Earths customer service multiple times speaking with at least five different representatives (***** P, April C, Siergio L, ***** L, **** M) to resolve the issue. Several agents closed the chat without assisting, and one agent (**** *******) falsely claimed a support ticket would be filed but refused to provide a ticket number.Additionally, their live chat system malfunctioned, disabling my ability to type responses, and when a rating form finally appeared, none of the buttons worked either, preventing me from properly reporting my dissatisfaction.Despite multiple contacts with customer service and polite requests for escalation, the issue has not been resolved. I have not received any working code or alternative method to redeem the promised birthday credit.The promotional offer was advertised both in the welcome email and directly on Brilliant Earth's website under their Promo Codes and Offers section, with full official rules listed.I respectfully request Brilliant Earth honor the promotion by manually issuing the promised credit and address the poor handling of my case.

  

  Business Response

  Date: 05/07/2025

  On 4/28/25, the customer reached out to **************** via chat stating that she was not able to access a promotional code via an email link. The team submitted the issue internally on the customers behalf and requested the link be sent via email a 2nd time. Brilliant Earth has called and emailed the customer to offer further assistance and we are pending response from the customer. 

  Customer Answer

  Date: 05/12/2025

  
  Complaint: 23260132
  
  I am rejecting this response because:
  
  While I did finally receive the $50 code promised in the birthday offer, it only came after filing a BBB complaint, multiple unresolved customer service chats, and delayed follow-ups, despite me clearly stating I preferred email communication.
  The experience was unnecessarily difficult and frustrating, especially as this purchase was tied to my wedding. The company has not acknowledged the poor customer service nor offered any goodwill gesture to address the inconvenience.
  
  For these reasons, I am not satisfied with the resolution.
  
  Sincerely, V
  
  

  

  Business Response

  Date: 05/15/2025

  On 4/28/25, the customer reached out to **************** via chat stating that she was not able to access a promotional code via an email link. The team submitted the issue internally on the customers behalf and requested the link be sent via email a 2nd time. Brilliant Earth emailed the customer with the information for their discount code and offered further assistance if needed to satisfactorily resolve their concerns. 

• Initial Complaint

  Date:04/24/2025

  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 purchased an engagement ring from Brilliant Earth which unfortunately needed to be resized. Brilliant Earth met their guarantee and resized the ring for us as requested, and the ring was returned February 14th ************ Day, perfect!). However, within six weeks the ring cracked where the ring was resized. Brilliant Earth has offered to repair the repair, but I have zero confidence as it is evident that the ring's structure is compromised at this point, and even less confidence in Brilliant Earth's ability to perform the work. We love the ring, we love the stones, and we love the service we have so far been given, but we'd feel much more confident with a replacement ring than attempting to repair the repair.

  Customer Answer

  Date: 05/01/2025

  Thank you very much for your assistance.
  

  
  

  Brilliant Earth reached out to me and has been able to resolve my concerns 100%.  I would like to close my complaint.
  

  
  

  Thank you once again.
  

  
  

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

  
  

  cc: ******* **** from Brilliant Earth

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ring was purchased 5/3/24 for $4154.30. Brilliant Earth claims "Artistry and craftsmanship in every detail" so I thought the ring would be high quality and even the tiniest details would be perfect and polished. Instead, after more than just a brief look, the prongs are bent, the diamond is *****. After getting a third party to take a look at the ring (a local jeweler), they immediately pointed out the unprofessional nature of this obvious mistake. We have contacted the business 3 times to fix the ring. They will take it and "fix it", but upon return, it is clear that the ring has not been touched, just polished. They refuse to give a full refund because it is out of the "window", but after 3 repair attempts that end in failure, we need resolution.There are more details in the attached documents.

  

  Business Response

  Date: 04/24/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 5/3/24 and their order was fulfilled. The customer dropped off their ring for repair evaluation on 9/14/24; their repair order was fulfilled. On 10/16/24, the customer dropped off their ring for a second repair evaluation. The ring was remade at no cost to the customer and delivered on 11/4/24. The customer requested a third repair evaluation on 11/24/24 due to to a tilted center stone. Brilliant Earth contacted the customer to offer a complimentary repair and their repair order was fulfilled. Brilliant Earth has called and offered to assist with any further concerns and are pending resolution with the customer.

  Customer Answer

  Date: 05/06/2025

  Brilliant Earth and I have been in contact since filing the BBB complaint. After several days of back and forth, Brilliant Earth is finally doing the right thing. It is unfortunate our business has come to this situation. Once Brilliant Earth follows through, we can mark this as resolved.
  
  Thanks,
  ****

  

  Business Response

  Date: 05/12/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 5/3/24 and their order was fulfilled. The customer dropped off their ring for repair evaluation on 9/14/24; their repair order was fulfilled. On 10/16/24, the customer dropped off their ring for a second repair evaluation. The ring was remade at no cost to the customer and delivered on 11/4/24. The customer requested a third repair evaluation on 11/24/24 due to a tilted center stone. Brilliant Earth contacted the customer to offer a complimentary repair and their repair order was fulfilled. Brilliant Earth has called and offered to assist with any further concerns and the customer has indicated their issue is satisfactorily resolved. 

  Customer Answer

  Date: 05/14/2025

  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. After much back and forth, they finally gave a full refund.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/14/2025

  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.

  On February 27, 2025, I returned an item to Brilliant Earth using their provided return shipping method. The item was shipped via ****** and I have been tracking the return using tracking number 2858 2271 4202.Unfortunately, the package has been in limbo ever since. I contacted ***** directly, and they confirmed that the package has been lost in transit. They also stated that since the shipment was insured, Brilliant Earth needs to file a claim with ***** in order to receive reimbursement.Despite this confirmation from ****** Brilliant Earth has been entirely unhelpful. Ive contacted them multiple times via chat and email, including speaking with a supervisor, and I have only received cookie-cutter responses instructing me to "wait 23 days" for the return to arrivethis has been going on for weeks.Ive clearly communicated that ***** has deemed the item lost, and yet Brilliant Earth refuses to take any action. I am now without both the item I returned and the refund of $1,078.08 that I am owed. Meanwhile, I am accruing interest charges on my credit card for a purchase that I no longer have in my possession.This is my last resort. I am requesting a full refund of $1,078.08, as the package was insured, lost in transit, and should be covered through ****** claims process. Brilliant Earth has the ability to resolve this but has chosen not to act.

  

  Business Response

  Date: 04/23/2025

  The customer placed an order for a Lab Diamond Pendant from Brilliant Earth on 2/10/25 and their order was fulfilled. The customer contacted **************** on 2/**/25 and requested a return. They were provided a pre-paid shipping label and dropped off their item at ***** on 2/27/25. Due to unexpected shipping delays from the courier, the customer contacted **************** to check on the status of their return and refund. Brilliant Earth contacted ***** to investigate the shipment issue and processed the refund for the customer on 4/21/25. 

  Customer Answer

  Date: 04/24/2025

  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:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring from Brilliant Earth in June of 2024 and proposed to my fiancee in August of 2024. In January of 2025, the center diamond started to come loose, so I contacted Brilliant Earth (I also purchased the warranty with the ring, so I opened a claim) to get the diamond fixed and sent it in for repair. I went to the showroom to get the ring back on 2/8/25 and I found that the diamond was not set correctly at all and the ring looked very bad. The saleswoman at the showroom agreed and she sent it back for additional repairs the following day. On 2/18/25, I received a call from the repair team saying that they had evaluated the ring and feel that for best long-term security they'd prefer to remake the ring as opposed to repairing it (despite the ring only being 6 months old). This was fine with me as I would rather have it done correctly and when I originally placed the order, it only took about 4 weeks for the ring to come in as it is a standard BE ring (their number 1 seller, so one would think there wouldn't be many issues with it) and I wasn't too worried. After about a month with no communication, I reached out to the customer service team for an update on 3/3. They told me that the ring had an expected delivery date of 3/10. Once 3/10 came and passed, I followed up again and they told me that the new date was 3/13, with no explanation of why it was pushed back. This then happened multiple times over the next few weeks and no matter how many calls I made asking for management and an explanation, I was given no info (they claim a third party jeweler does the work and they can't share "proprietary information" even though all I wanted was a simple answer as to where the ring I paid for was), no real ETA and no customer service. It is now 4/9/25, I was told that the delivery date would be 4/10/25, but now no one on the BE team will answer/return my calls or emails. Brilliant Earth has done nothing to make this right or to fix the problem.

  

  Business Response

  Date: 04/16/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 6/6/24; their order was fulfilled. On 1/21/25, the customer requested a repair evaluation for their ring. The engagement ring was received at Brilliant Earth on 1/28/25 and their repair order was fulfilled. The customer visited a **************** showroom on 2/5/25 and rejected the order stating the center stone was not aligned. The order was returned for a 2nd repair evaluation and experienced unexpected manufacturing delays. Additionally, during shipment transit, the order was lost by the courier. Brilliant Earth contacted the customer to offer a replacement and they requested a refund for their original order which was processed on 4/14/25. Brilliant Earth remains open to assist the customer with any further service needs. 

• Initial Complaint

  Date:04/08/2025

  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.

  Ring ordered on 3.20.2025 with estimated delivery 4.7.2025. Received tracking info from ***** that ring was shipped 4.3.2025 with delivery date of *******. Ring was not delivered, *** Ex shows no updates, no delivery date and shows it hasn't moved at all from ***********, **. ***** can't tell us anything, Brilliant Earth can't tell us anything. No one has answers and we do not have our ring. Who is responsible?? Is this package stolen or lost??

  

  Business Response

  Date: 04/16/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 3/20/25. The order was shipped via ***** on 4/4/25. Due to unexpected shipping delays by the courier, the order was delivered on 4/10/25. Brilliant Earth contacted the customer on 4/10/25 and confirmed their order was received and remains open to assist with any further questions or concerns.