Complaints

This profile includes complaints for Brilliant Earth, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brilliant Earth, LLC

  26 O'Farrell St. Fl 10 San Francisco, CA 94108-5832

  
• 

  Brilliant Earth, LLC

  34 E Oak St Ste 2 Floor 2 Chicago, IL 60611-1231

• 

  Brilliant Earth, LLC

  1701 Walnut St Fl 8 Floor 8 Philadelphia, PA 19103-5220

• 

  Brilliant Earth

  15125 N Scottsdale Rd # L1-100 Scottsdale, AZ 85254-2181

• 

  Brilliant Earth

  8797 Beverly Blvd #206 West Hollywood, CA 90048-1892

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:06/06/2023

  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 ordered a ring on 2/5/2023, the ring was delivered on 2/11/2023. The total cost was $4587. I proposed on 4/20/23. Less than a month later, two of the stones in the setting had fallen out. I had called the next day (5/13/23) and spoke to a man named *************************, I decided to have the ring sent back to get fixed. The ring was shipped on 5/14/23. I was told by ******** on 5/13 that I would be contacted regarding my new address as I had moved from ****** to **********. I was assured that BEFORE the ring would be shipped somebody would contact me about my new address so the ring didn't get sent to ******. On 6/1/23 I got an email saying the ring had been shipped to my old address in ******. I called Brilliant Earth and told them the ring was being sent to the wrong address and that nobody had contacted me before it was shipped. The person I had spoken to said we were going to be charged a fee to have the ring shipped to the correct address. I was not happy about this as it was THEIR fault for not doing what they said they would do, so a request was put in to waive the shipping fee and have the ring sent to my new address. Today (6/5/23), I got an email saying the ring was delivered to my old address in ****** (my fiances moms house). I once again called and was told I would be sent a shipping label FOR FREE since they messed up AGAIN so my mom can send the ring to me in **********. 5 minutes later Im told they won't send a shipping label and that it's my moms fault for taking the ring from ***** even though she had no idea the ring was in there AND WE HAD NO IDEA THE RING WAS BEING SENT TO HER HOUSE SINCE WE PUT IN A REQUEST TO HAVE IT SENT TO THE CORRECT ADDRESS. I'm DISGUSTED with this company as they have repeatedly messed up and told me the wrong information yet somehow I'm the one being penalized for all of the mistakes they have made. All I want is a shipping label so my mom can send the ring to the right address so my fiance can finally have her ring back.

  

  Business Response

  Date: 06/15/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/5/23. The customer contacted **************** on 5/**/23 with a repair need. Brilliant Earth emailed the customer on 5/14/23 with instructions for their repair which included confirmation of the customers shipping address on file and a shipping label to send in their ring. Brilliant Earth received the customers ring for repair on 5/17/23.  The ring was shipped to the address on file on 6/1/23 and the customer called in requesting to update the shipping address. The ring was delivered to the original shipment address on 6/5/23. Brilliant Earth provided a shipping label via email and the resident who received the ring returned it to Brilliant Earth. The ring was reshipped to the customers new address and delivered on 6/14/23. The customer has indicated this matter is satisfactorily resolved. 

• Initial Complaint

  Date:06/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring from Brilliant Earth on 2/24 with a 3-year protection plan via Extend (a third party warranty provider). In May I determined I needed to have the ring re-sized; I created a claim with Extend on 5/15 and on 5/18 dropped off the ring at Brilliant Earth's *** showroom. I communicated this information to my Extend claim rep on 5/18 as requested.On 5/21 I received an email from Brilliant Earth asking me to create a claim via Extend. I responded to this email explaining I had already created the claim; the following day I received a reply stating Brilliant Earth had not received any communication from Extend. I contacted my Extend rep who explained nothing else was needed from me on their end. I relayed this back to Brilliant Earth via email but I never received a reply.On 5/25 I called Brilliant Earth inquiring about the status of my repair; I was told they had not received communication from Extend and asked for my claim number. I provided my Extend claim number and was told I should expect to receive an email with status of the repair within the next few days.On 5/30 I received an email from Brilliant Earth, the exact same copy as one I had received on 5/21 explaining Brilliant Earth had not received communication from Extend. Over the next few days I called Brilliant Earth and Extend a number of times. I was initially told by Brilliant Earth they had supplied some information to Extend on 5/21 and they never got a reply, and was later told there was a "glitch" in their system that was preventing them from accessing some of the claim information. After each call from Brilliant Earth I was assured I could expect to receive an update within 24 hours, but never received any such responses.The re-size has not yet started, and there is some permanent communication issues preventing it from moving forward. Brilliant Earth has been unresponsive and I do not know how to resolve the issue(s) here.

  

  Business Response

  Date: 06/12/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/9/23 in a size 7.5. The customer dropped off their ring with **************** to be resized on 5/18/23 and filed a claim through Extend. Brilliant Earth contacted the customer to provide an estimated delivery of 6/16/23 and the customer has indicated this will satisfactorily resolve their complaint. 

  Customer Answer

  Date: 06/12/2023

  Hello, I had filed a complaint last week (Complaint ID: ********* -- since then I have been in touch with the business and the immediate issues have been resolved (though the entire service has not been completed yet, though it is on schedule currently). The complain ticket I have says BBB is still waiting to hear back from the business (Brilliant Earth in this case), but I was asked by the business to resolve the complaint, given they escalated things on their end and have resolved the issues I flagged. What are the next steps here to resolve the complaint? Thank you! -******

  Sent from ******************************* (*****************************************)

  
  

• Initial Complaint

  Date:05/26/2023

  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.

  In December my husband upgraded my wedding ring for our anniversary. The ring is not the correct size and I desired to have it soldered together so we sent it in to get sized and soldered. It came back incorrectly sized and not soldered. Its at this point I noticed that some of my stones appear darker. I had to send it back again to get soldered, resize and have the stones replaced. Turns out the rings could not be soldered together, they failed to communicate that to me the first time around, which is why it was sent back, not soldered. So they tell me that they will get the rings correctly sized for me and get those stones replaced. I received the ring back. The stones are not replaced. Now Im ticked off I wanna refund they refused to refund me. They said that I have to send my ring back again, mind you its hardly been in my possession and Ive had it for five months. I explain how it is very important to me to have this ring by a particular date. I am assured that a loaner ring will be sent out to me 24 hours after they receive my ring. A week passes before a loaner ring is sent out to me. I have to call and complain again, and I am told that I will receive a $350 gift as an apology. When I receive the loaner ring and it is not at all in my size, the $350 gift is a pair of earrings that are completely bent and misshapen. I could not make this up. They are absolutely used and or defective. I strongly urge, hard-working individuals to steer clear of this company, because we have spent thousands and thousands of dollars making this purchase for it to be nothing but a headache and a regrettable experience frankly it is so outraging that it brings me to tears I have not one good thing to say about the company. We spent six thousand dollars with them- money that didnt come easily for us. What a nightmare.

  

  Business Response

  Date: 06/01/2023

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 11/23/22. On 2/6/23 the rings were received by Brilliant Earth for resize and were shipped back to the customer on 2/16/23. The customer sent in their rings for repair on 3/22/23. The customer was advised the wedding band and engagement ring could not be soldered together. The rings were shipped back to the customer on 4/21/23. The customer contacted **************** on 4/**/23 and requested a 2nd repair on their wedding band. Brilliant Earth received the wedding band on 5/17/23. Brilliant Earth shipped a loaner ring, as a courtesy to the customer to ensure they had a ring in time for their event. The ring was delivered to the customer on 5/26/23. **************** has been in contact with the customer and will ship their repaired wedding band once the loaner ring has been returned to Brilliant Earth. 

• Initial Complaint

  Date:05/23/2023

  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.

  My fiance and I purchased an engagement ring from Brilliant Earth on August 24th, 2022. The ring in question is a 18K Yellow Gold Icon Lab Diamond Engagement Ring (1/3 ct. tw.) set with a 9x7mm Super Premium Oval Moissanite, for the price of $4,593.75, including tax. The ring was received on September 10th, 2022. The ring appeared to be in good condition and looked as expected. The ring remained stored in its original box until October 21st, 2022. The ring was then worn daily as intended by my fiance who is on a leave of absence from work, meaning the ring did not experience any excessive wear or trauma. On April 1st, 2022, at approximately 7:41 pm MT, it came to our attention that the center stone was no longer in the ring, after only 6 months of light wear. Upon further inspection, it was noted that an accent diamond was also missing. Fortunately, the center stone was located in our home. That same evening, we contacted BE for repair or replacement. As per our correspondence with BE, the ring was sent for repairs and received by BE on April 13th, 2022. On April 28th, we were informed this was normal wear and tear. We paid approx $370 CAD for the repair. We received the ring in seemingly good condition on or about May 10th, 2023. On May 17th, only 7 days after the alleged repair, an additional accent diamond had fallen off. After connecting with BE in hopes of a return, BE stated that this was not an option and this time the damage MAY be due to a factory defect - ******************** Rep could not guarantee this and indicated we may have to pay for an additional repair. We clearly indicated we were no longer interested in repairing the ring continuously due to the inconvenience and the risk of losing the center stone (not covered by BE). It is obvious that the product supplied by BE has failed to perform as advertised, as a result of poor craftsmenship. We are requesting to return the ring and receive a full refund including the cost of repair.

  

  Business Response

  Date: 06/01/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/24/22. Brilliant Earth received the ring for repair on 4/13/23. On 4/27/23, the customer approved the repair options presented and paid for the repair over the phone. The repaired ring was delivered the customer on 5/4/23. On 5/17/23, the customer contacted **************** with a 2nd 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 10/7/22. 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. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20093806
  
  I am rejecting this response because: Brilliant Earth delivered a faulty product and failed to repair the product the first time. They charged me to have this repair done despite it being a result of poor craftsmanship.  The rep ***** asked me to delete the review and BBB complaint in order to have the repair fee refunded. ***** also stated that if the ring should break a third time, a return and refund would be on the table. The ring did lose an additional stone on May 28th which I informed ***** of immediately. She then refused to return it despite what she said. I asked to speak to her supervisor 3 days ago and have received a response. Their 30 day return policy needs to have an exception for defective product. I will not accept anything but a return. I have had nothing but problems with this ring since April 2023. I do not want this ring nor do I want any remake or repair. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/07/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/24/22. Brilliant Earth received the ring for repair on 4/13/23. On 4/27/23, the customer approved the repair options presented and paid for the repair The repaired ring was delivered the customer on 5/4/23. On 5/17/23, the customer contacted **************** with a 2nd 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 10/7/22. Brilliant Earth received the ring on 6/5/23 to be evaluated for repair. Brilliant Earth contacted the customer on 6/6/23 and 6/7/23 to discuss the details of the repair evaluation and we are pending the customers reply.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20093806
  
  I am rejecting this response because: I received the email from ***** requesting to book a phone call to discuss the repair despite me stating several times we will only be using email to communicate. BE continues to repeat the return policy but refuses to acknowledge the defective product. I will be perusing this matter in court as it clear brilliant earth is not willing to take responsibility for their faulty product.

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

• Initial Complaint

  Date:05/19/2023

  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.

  April 28th I brought my ring in after the diamond fell out of the setting ( issue one: poorly made ring), during my in store appt I decided to just exchange the setting d/T the design and possibility that it fell out of no support. Trying to change out the setting was the most difficult process for the associates, I was in there for 3 hours. It was like this was the first time someone had ever exchanged a ring setting. It took one hour to get metal credit ( issue explained later) approved then I was promised expedite shipping and I would have my ring **** days. Its now been over a month. 2 days after my appt, I received 10 different order confirmation and charges of all different rings..then the next day cancellations. Spoke to customer service and said the associated entered those in error. Ok then told me that my metal credit was not approved and that was going to delay my ring. Est delivery may 19th and now may 31rst. They have costed me $1000 deposit in photography for my engagement photos and delayed my save the dates. I have lost count of the emails and calls *** made to figure out whats going on. No one is on the same page in that company. When asked about my ring, they said I had to give the loaner back to get it delivered. That makes no sense, the store gave the ring in case of weather emergencies that shipping gets delayed on the east coast so I have a ring for my photos. And what newly engaged woman would want to use a tiny fake diamon ring that looks nothing like her actual ring for special photos. Brilliant earty needs a better system, competent employees and better customer service line. I instantly regret ever giving them a cent.

  

  Business Response

  Date: 05/26/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 7/29/22. On 4/28/23, the customer placed an order to exchange their setting and dropped off their ring in the showroom. On 4/28/23, they were also provided a showroom loaner ring. Brilliant Earth contacted the customer via email on 5/15/23, 5/16/23 & 5/18/23 to in an effort to collect the remaining balance on their exchange order. On 5/23/23, Brilliant Earth contacted the customer to advise payment is required and the showroom loaner ring must be returned prior to shipment of the customers exchanged ring order. The customer stated they would relay the information to their partner and they considered the matter satisfactorily resolved. 

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20080782
  
  I am rejecting this response because:

   

  Customer service never contacted me or my partner nor anyone from brilliant earth ever. I was never told that I had to give the loaner ring back in order for it to be shipped, ****** mentioned this and said she was mistaken and that I would give the ring back when I picked up my ring. Remaining balance? I paid in full in the store 4/28/23. Problem is not resolved. 

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

  

  Business Response

  Date: 06/01/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 7/29/22. On 4/28/23, the customer placed an order to exchange their setting and dropped off their ring in the showroom. The customer picked up their exchange order on 5/31/23. Brilliant Earth has contacted the customer and the matter is resolved. 

• Initial Complaint

  Date:05/18/2023

  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 a moissanite engagement ring from Brilliant Earth on Feb 22 2023. We purchased a 7mm oval gemstone and paid 1,567.19. When we went in to pick up the ring, it was the wrong size, even when the right size was ordered. They showed my husband the ring (band and gemstone). The gemstone was large and the correct size. He was informed that it would be put together and ready for pick up on May 6th. Brilliant Earth gave my husband a fake loaner ring (which was the size of the ring we had purchased) that he would propose to me with. When we went to go pick up the ring on May 6th, it was not the ring that was purchased. The gem was beyond small and not the size that we purchased and the ring was again not the correct size. We asked to exchange the ring, since it was incorrect, and was told we were passed the 30 days, even though it was the first time seeing it. They said my husband signed a contract but never provided us a copy of the contract and the website says differently. I asked for a full refund and was told no. The ring was sent out to be "reassessed". Boston showroom let us know that if the gem was not the right size they would give us money for the ring and upgrade the ring. Since being sent out, one worker stated that the prongs needed to be fixed (which was never a concern). After two weeks, we heard back from a manager who said that they would not upgrade the ring unless we paid $750 and would have to pay for the ring to be resized (both of these being their mistakes). This is not acceptable and when asked about getting money for my ring through their buy back program (which is outlined on the website and my ring is eligible for as stated by the company in Boston), we were told they would not buy it back. We have since asked for a full refund, which they have refused. When told that we would be reaching out to you for guidance, they stated that they refuse to help us or return our funds. This is supposed to be such a happy time and it was been ruined

  

  Business Response

  Date: 05/26/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/22/23. Due to a manufacturing delay, the customers delivery date was delayed by one day and they were offered a showroom loaner ring which they picked up on 4/20/23. On 5/3/23, the customer dropped off the loaner ring and picked up their purchased ring. On 5/7/23, the customer dropped off their ring for resize and requested a quote for an exchange of their center stone. On 5/16/23, the customer was provided options to purchase a new center stone. On 5/17/23, the customer requested to have their ring returned with no work completed. The ring was shipped on 5/18/23 and delivered on 5/19/23. Brilliant Earth has been actively communicating with the customer in order to resolve their concerns. 

  Customer Answer

  Date: 05/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we never requested to have the ring switched back. We called Brilliant Earth on May 26th and we’re told that we were being considered for a refund. Ten minutes later a manager called asking us if we would like our ring sent back. The ring is already in our possession and brilliant earth had no idea it was shipped back (since it was not supposed to). We did receive the ring prior in the month with a receipt saying that the ring was resized and was now a round stone. Neither of these were changed. This company then told us to send it back and they would fix it for free but the next day we’re told the exact opposite. Attached you will find the ring that was sent and the receipt we received with the “fixed” ring. We want our money back and we’re told Friday May 26th on the phone by a worker named Stephanie that we would be getting our money back. We have not heard back since. (They said we would hear within 24 hours). We have also taken the ring else where to be appraised. The stone Brilliant Earth was going to sell us on May 26th at 6pm in the Boston showroom wouldn’t fit in the band and setting they sold us and they withheld this information from us. When asked when they would have shared this information they played stupid. They would have waited until the stone was purchased and then tell us a new band would also be purchased. I called Brilliant Earth out on this and said my lawyer would be in touch. They stated on May 26, by a woman named Stephanie, that they want to avoid court and a refund would be processed. 
  
  
  If the pictures do not come through, please let me know and I can email them directly! 
  
  Sincerely,
  
  
  
  Colton ******

  

  Business Response

  Date: 06/01/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/22/23. Due to a manufacturing delay, the customers delivery date was delayed by one day and they were offered a showroom loaner ring which they picked up on 4/20/23. On 5/3/23, the customer dropped off the loaner ring and picked up their purchased ring. On 5/7/23, the customer dropped off their ring for resize and requested a quote for an exchange of their center stone. On 5/16/23, the customer was provided options to purchase a new center stone. On 5/17/23, the customer requested to have their ring returned with no work completed. The ring was shipped on 5/18/23 and delivered on 5/19/23. On 5/26/23, the customer requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return policy (within 30 days from the date the order is placed) for layaway orders. The customer’s return policy ended on 3/3/23. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 06/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we did not request the ring to be returned. The ring was returned without permission and with a receipt (both digital and paper) that states that they made the changes on the ring. These changes were not made reflecting the receipt. The company has been unable to provide me with the contract my husband "signed" stating that his right to exchange and return was waived due to lay away. They state that our 30 days was up 3/3/23, yet they told us that we did not have the right to exchange it at all. I am expecting a refund from this company or I will take this to court. Their "solution" is to make us buy a more expensive stone (1,500-1,700), when at the Boston showroom on May 6th, we were told it would only be $750 and we would receive credit for the current stone (we would only have to come up with $300-350 extra). Now they are trying to sell us a stone twice that price. On May 23, the ring was appraised by a jeweler and they reported that the stone Brilliant Earth is trying to sell us will not fit in the setting/band that they sold us. Brilliant Earth never disclosed that we would need to purchase a new setting (another bit of information they have chosen to leave out until we are backed against a wall). When I spoke with Brilliant Earth last on May 25th, I was told that they would be reaching out about a refund due to the whole situation. I have still not heard back and my money has not been returned. When I told Brilliant Earth that I would be contacting the BBB and a lawyer, manager Tiara, let us know then that she would no longer help us. The same manager who last Friday asked if we wanted the ring shipped back (she had no idea where our ring was). This has been ongoing and I will not rest until Brilliant Earth makes this right. Since I have an updated receipt (stating that the ring needs to be a size 6 and 7mm round mosinate), Brilliant Earth has to either provide that ring or give us our money back, per lawyer information. 
  
  
  
  Sincerely,
  
  
  
  Colton ******

  

  Business Response

  Date: 06/07/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/22/23. Due to a manufacturing delay, the customers delivery date was delayed by one day and they were offered a showroom loaner ring which they picked up on 4/20/23. On 5/3/23, the customer dropped off the loaner ring and picked up their purchased ring. On 5/7/23, the customer dropped off their ring for resize and requested a quote for an exchange of their center stone. On 5/16/23, the customer was provided options to purchase a new center stone. On 5/17/23, the customer requested to have their ring returned with no work completed. The ring was shipped on 5/18/23 and delivered on 5/19/23. On 5/26/23, the customer requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return policy (within 30 days from the date the order is placed) for layaway orders. The customer’s return policy ended on 3/3/23. On 6/2/23, Brilliant Earth emailed the customer a copy of their signed layaway receipt which included the terms and conditions. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the lack of communication between people in this business is astonishing. 1. We never requested the ring back with no work completed. Neither myself nor my fiancé. My fiancé was on the phone with the manager Tiara, and after I said that I was tired of the schemes and would be contacting the BBB, she said that Brilliant Earth would no longer help us and that she would send the ring back and do nothing with with. This phone conversation was overheard by two other individuals, who can testify to this information. The ring was returned without permission with a new receipt (paper and digital) that stated that they did complete the work. They did not. When I called Brilliant Earth again, after receiving the ring, I spoke with a woman named Stephanie that stated that since the receipt said it was changed, they needed me to send it back so they could honor that. She said she would call back with further information. She never called back. At this time, the ring was appraised and came out to be much lower than paid for. The appraiser also let us know that Brilliant Earth failed to inform us that the 2,000 stone they were trying to selll us (after telling us it would only be 750) would not fit in the setting they provided and we would have to purchase a whole new ring. After this I called Brilliant Earth back and spoke with a woman that stated she had read over the notes and would be helping us get a refund, due to the miscommunication. We never heard from her either. Brilliant Earth has still yet to provide that contract, it was never emailed. Putting dates and a note with it stating “what we requested” doesn’t make it true. 
  
  
  
  Sincerely,
  
  
  
  Colton ******

  

  Business Response

  Date: 06/13/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/22/23. Due to a manufacturing delay, the customers delivery date was delayed by one day and they were offered a showroom loaner ring which they picked up on 4/20/23. On 5/3/23, the customer dropped off the loaner ring and picked up their purchased ring. On 5/7/23, the customer dropped off their ring for resize and requested a quote for an exchange of their center stone. On 5/16/23, the customer was provided options to purchase a new center stone. On 5/17/23, the customer requested to have their ring returned with no work completed. The ring was shipped on 5/18/23 and delivered on 5/19/23. On 5/26/23, the customer requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return policy (within 30 days from the date the order is placed) for layaway orders. The customer’s return policy ended on 3/3/23. On 6/2/23, Brilliant Earth emailed the customer (using the account holder’s email on file) a copy of their signed layaway receipt which included the terms and conditions. Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have a receipt stating that my ring should be a size 6 with a round stone. This is not the ring that was sent to us (against our wishes). Brilliant Earth continues to refuse to make it right. The ring should have been fixed free of charge due to their own miscommunication within the company. The receipt clearly states that it was changed and fixed (but it was not). Brilliant Earth needs to give us a refund since they are refusing to mirror the receipt (digital and paper copy) that clearly states what the ring should be. Since that is a mistake on their end, we, as the costumer's, are not to be liable for their own lack of communication. We don't want to work with Brilliant Earth any longer. We want to return the ring and get our money back for the purchase since they were unwilling in following through with their own receipt provided to us. A signed contract was once again not sent to the email on file. 
  
  
  
  Sincerely,
  
  
  
  Colton ******

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold a defective ring. Purchased April 25, 2022 Accent Stone fell out October of 2022 and ring tarnished. **** sent back October 2022 to get fix accent stone fixed and tarnishing re-plated. Ring received back November 2022. Same Accent stone fell out again May 2023 When contacting company the employee said it was something I did wrong and that they dont take back defective rings.

  

  Business Response

  Date: 05/18/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/24/22. Brilliant Earth received the ring for repair evaluation on 11/3/22 and and the ring was repaired and covered by the customers extended warranty. The repaired ring was delivered to the customer on 11/28/22. The customer contacted **************** on 5/**/23 with a 2nd repair need. Brilliant Earth has actively communicated with the customer in order to resolve their concerns. The customer agreed to send in their ring for repair and have indicated this will satisfactorily resolve their concerns. 

  Customer Answer

  Date: 05/18/2023

  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:05/08/2023

  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.

  Dear Brilliant Earth,I am writing to inform you of a problem with my recent order. While the ring arrived without issue, the complimentary lab earrings were missing from the package. Instead, I received two silver heart diamond pendants, which is not what I ordered. I am extremely upset about this mistake and would appreciate it if you could rectify the situation as soon as possible.I would like to remind you that my fianc and I have plans for May 13th, and this issue is ruining them. I specifically asked if the Items would arrive before May 13th, and I was assured that it would, but this mistake has put everything in jeopardy. The package arrived on May 8th, which gave ** very little time to address this problem.Please let me know how we can resolve this issue quickly.Thank you,*******************************

  

  Business Response

  Date: 05/15/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 4/20/23 which also included two complimentary gifts. The order was delivered to the customer on 5/8/23 and the customer contacted **************** to advise theyd received two of the same gifts. Brilliant Earth shipped the corrected item, which the customer received on 5/11/23. The customer has indicated their issue has been satisfactorily resolved. 

• Initial Complaint

  Date:04/30/2023

  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 bought an engagement ring from Brilliant Earth in September of 2022. I paid about $4700 for the ring. $1880 for the diamond and $1950 for the setting and a $450 lifetime warranty. I picked up the ring at the end of September 2022 and proposed October 23rd 2022 so the ring was virtually untouched until then. After having the ring for a few months we noticed that the ring had lost multiple accent stones. ** January 2023 I contacted the warranty provider and they accepted the claim and stated the setting would need to be replaced. I did not get the ring back until around March or April. It is now April 30th 2023 and the new setting has already lost an accent stone. My fiance does not wear the ring to work, bed, shower, or anything else that could damage the ring. I contacted Brilliant Earth to explore my options. One representative said that she would suggest getting a different setting entirely. Another said the same but I would lose my warranty and would be at a financial loss for the setting I paid for. I asked if I would be able to get a refund for the difference in cost for a different setting because the one I bought is one of the most expensive. This is a resolution that I would be perfectly happy with. However Brilliant has stated that I would only receive about $900 dollars back and would also have to purchase the new setting out of my pocket as well as lose my $450 warranty. So my only other option would be to send the ring back in for another 4 months to be repaired and likely continue this cycle forever. I am being given faulty and inadequate merchandise and their only solution is to continue to send it for repairs over and over waiting months at a time to get it back. I simply just want something I do not need to worry about breaking every month. I am okay with getting a different setting but not at a cost to myself and Brilliant Earth should absolutely refund me for the setting I currently have. Until then I cna not reccomend then to anyone.

  

  Business Response

  Date: 05/09/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 9/4/22 and picked up their order from a Brilliant Earth showroom on 9/24/22. Brilliant Earth received the ring for repair evaluation on 2/8/23 and the ring was remade and covered by the customers extended warranty. The customer picked up the ring from a **************** showroom on 3/24/23. The customer contacted **************** on 4/**/23 with a 2nd repair need. Brilliant Earth offered to have the ring sent in for a 2nd repair evaluation and also educated the customer about their options to receive a material credit for their original setting/ring that could be applied towards the purchase of a new setting/ring of a different style. Brilliant Earth has been actively communicating with the customer in order to resolve their concerns.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20001000
  
  I am rejecting this response because:

  I have yet to receive a response from Brilliant Earth and have been waiting nearly a week for a phone call from the person handling my case. This is after them giving me a date and time for a call, them missing the call, rescheduling, and them missing the call once again. It has now been 2 days since they have even emailed me regarding the matter. The email included no reasoning or apology as to why they missed 2 scheduled calls and  that they are discussing the matter with their team. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/16/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 9/4/22 and picked up their order from a Brilliant Earth showroom on 9/24/22. Brilliant Earth received the ring for repair evaluation on 2/8/23 and the ring was remade and covered by the customers extended warranty. The customer picked up the ring from a **************** showroom on 3/24/23. The customer contacted **************** on 4/**/23 with a 2nd repair need. Brilliant Earth offered to have the ring sent in for a 2nd repair evaluation and also educated the customer about their options to receive a material credit  for their original setting/ring that could be applied towards the purchase of a new setting/ring of a different style. Brilliant Earth has been actively communicating with the customer in order to resolve their concerns and they have indicated they consider the matter satisfactorily resolved. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20001000
  
  I am rejecting this response because:
  This matter has not been resolved. The business offered a refund for the setting and was told I could get a different one and be refunded the difference. This was a solution I was happy with. However I was then told I was required to buy the lifetime warranty as well which was in the realm of $600. My initial lifetime warranty was around $400 for a substantially more expensive ring. I was also told they could not refund my warranty because its a third party. If it is a third party then why am I being forced to get the warranty? I informed the business of this and awaiting a response.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/18/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 9/4/22 and picked up their order from a Brilliant Earth showroom on 9/24/22. Brilliant Earth received the ring for repair evaluation on 2/8/23 and the ring was remade and covered by the customers extended warranty. The customer picked up the ring from a **************** showroom on 3/24/23. The customer contacted **************** on 4/**/23 with a 2nd repair need. Brilliant Earth offered to have the ring sent in for a 2nd repair evaluation and also educated the customer about their options to receive a material credit for their original setting/ring that could be applied towards the purchase of a new setting/ring of a different style. Brilliant Earth has been actively communicating with the customer in order to resolve their concerns and the customer has indicated they may consider sending in their ring for repair.  Brilliant Earth continues to be open to assisting the customer with any service needs for their rings.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance proposed to me with a ****** and lab diamond ring late November. I wore the ring for about 3 weeks, around the house mostly and I work a desk job from home, so nothing vigorous. BOTH side diamonds started becoming loose to the point where they could have popped out with a flick of the wrist. I obviously took it off and we made plans to utilize the $500 protection plan to repair it. After THREE WEEKS - what kind of craftsmanship is that?!? We shipped it off at the beginning of February (after at least 3 weeks of waiting for them to send us the label/finalize the claim etc.). Well, it FINALLY made it back to me... The diamonds are even looser now! After all that time, it's truly like they received it, threw it around, let it sit for several weeks, and then put it in a new ring box and shipped it back. I am kicking myself every day for not reading the independent consumer reviews/reddit posts about others experiences with BE. I am extremely upset that I have had this ring for MONTHS at have only gotten to wear it for 3 weeks. All because of Brilliant Earth's horrible craftsmanship and "repair service". We want our money back, I do not trust this company to "repair" the ring again, since they made it worse the first time. We took it to a reputable jeweler in our area, and they stated they wouldn't even appraise it for what we paid for it. The ****** is scratched so deeply on the face, it can't even be buffed/polished out. The casting of the gold is terrible, and the design is impractical to the point that even if I DID keep this ring, no jeweler would reset it because the design/craftsmanship is so poor.