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.

close

Find a Location

Brilliant Earth, LLC has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth, LLC

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

• 

  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth, LLC

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

• 

  Brilliant Earth, LLC

  3332 Cadys Aly NW Washington, DC 20007-3530

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2023

  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.

  February 22, 2023 - placed order online, March 12 - order was delivered at ****** location.Cost: $14,152.51 (taxes included)Product: Engagement Diamond Ring Order number: #********** I'm submitting a formal complaint against Brilliant Earth for deceptive marketing, unprofessional conduct, inadequate response concerning a lab-created diamond engagement ring's authenticity, and compensation for lost time from work in pursuing a refund.Brilliant Earth claims lab diamonds have identical properties as natural diamonds, but our experience contradicts this. We tested the stone at three reputable organizations using electrical and thermal conductivity methods, and it tested as moissanite, not a lab-grown diamond.Brilliant Earth admits lab diamonds might be misidentified as moissanites due to electrical conductivity similarities, but our tests included thermal conductivity. The stone still tested as moissanite, exposing their misleading claims. ("Natural and lab created diamonds have thermal conductivity properties..." ~Brilliant earth website).We communicated our concerns to Brilliant Earth. They held the ring for 23 days for "inspection"; we only had it for 12. Their dismissive attitude and refusal to address our concerns or replace the stone were disconcerting.When requesting a *************** ********************* erroneously claimed our return window had expired and called standard diamond testing methods "illegitimate". The process of demanding a refund resulted in lost work hours. Brilliant Earth later promised a "courtesy refund" without explanation or apology, despite us being well within the 30-day return window and their deceptive marketing causing this issue.Brilliant Earth's conduct has been deplorable. Their false advertising, unprofessionalism, and inadequate resolution caused stress, disappointment, and financial loss. We request the Better Business Bureau investigate their business practices, ensuring other consumers aren't deceived and maltreated similarly.

  

  Business Response

  Date: 04/25/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/22/23 and picked up their order from a Brilliant Earth showroom on 3/12/23. Brilliant Earth received the ring for evaluation on 3/24/23. Brilliant Earth contacted the customer on 4/9/23 to discuss the details of their inspection and to confirm the inscription, noted dimensions and inclusions on their diamond matched the diamond certification from the *********************************** (IGI). The customer requested a full return for a refund. Brilliant Earth has been in active communication with the customer and their refund was processed on 4/24/23. The customer has indicated their concerns are satisfactorily resolved. 

• Initial Complaint

  Date:04/20/2023

  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 ordered my fiances engagement ring and purchased the extended warranty for 3 years in Dec 2022. The ring was a little oversized so we returned the ring to the showroom on March 30, 2023 to be resized with accordance of the warranty I purchased. I was told there was nothing else needed but called the following week to check in. We were then told we needed to file a claim with the separate warranty company as Brilliant Earth and their warranty company are separate and apparently never talk to each other. After numerous calls back and forth between the two and me being the liaison for a warranty and ring I purchased from this company we are still waiting on the ring to be delivered. I have been told by brilliant earth that we have to contact the warranty company and the warranty company that I have to contact brilliant earth. We have been promised of delivery for over a week now as the ring has been done since the first week of April, we even offered to pick it up at the showroom if it was there, and they assured us we would get it this week and then again today 4/20/23. We called again today and they informed us they were waiting on a shipping label and that the ring had been sent to the showroom the previous week instead of our home. We have escalated the situation and have yet to hear back and have been told as previous posts state that a manager is not available. We spent way too much money and bought an extended warranty to now be run around like this for a resizing. We are extremely disappointed and now my fiance has been without her brand new ring for almost a month with no resolution. We have been told an escalation has happened but have no expected set time for a call before the weekend. If we would not have been proactive and serving as their liaison I do not believe we would know anything and at this time I still do not know when the ring will be returned which is a terrible feeling after spending this much money.

  

  Business Response

  Date: 04/26/2023

  Good Afternoon Sir/ Ma'am

   

  This issue with Brilliant Earth has been resolved. The Management team had reached out to me and has facilitated the delivery of the product back. We have received the product under complaint Id ******** and this complaint has been resolved.

   

  Very Sincerely,

   

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

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance purchased a ring from Brillant Earth for me two years ago- when the ring was purchased after being worn it immediately broke and had to be sent back to them. They had the ring for 8 weeks and sent it back to me, after completely remaking the ring. After wearing the ring for a few weeks- the ring again started to break. I contacted the customer service department and was told i needed to send the ring in again, for them to review and look at the ring. After having the ring for 5 weeks they told me it was my fault the ring broke and they offered for me to pay an additional **** to repair the ring. I took it to three jewlers in my area and the ring has air pockets in the platinum and the band does not suppor the size of the center stone which is 2 carats. I want Brilliant Earth to pay the jeweler to properly fix my ring as this would be the third time the ring is repaired by them and its never been correct. I haven't been able to wear my ring since it was purchased. I have been working with *********************** with Brilliant Earth who told me they want me to send my ring back to ********** for them to inspect it again. Everytime i send my ring in it is weeks before anyone calls me- they have the worst customer service. I either would like the entire cost of the ring refunded to me or I want the company to pay ******* to repair the ring so i can wear it.

  

  Business Response

  Date: 04/11/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 7/19/19 and it was delivered to the customer on 7/31/19. **************** received the ring for repair on 9/16/19. The ring was remade and delivered to the customer on 10/17/19. The customer contacted **************** for a 2nd repair and the ring was received on 8/17/20. As a courtesy, the ring was remade at no cost and delivered to the customer on 9/18/20. The customer requested a 3rd repair and the ring was received by Brilliant Earth on 9/1/22. The ring was inspected the head was separated from the shoulder and noted heavy customer wear. The repair was not covered under Brilliant Earths Lifetime Manufacturing Warranty. As stated on the Brilliant Earth website, our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. The customer was offered metal credit towards the purchase of a new setting as it was not able to be repaired. The customer requested to have their ring returned with no work completed and the ring was delivered to the customer on 9/22/22. **************** continues to be open to assisting the customer with any service needs for their ring. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19888648
  
  I am rejecting this response because: the ring has broken three times - it is made of "platinum" metal. I have a desk job as a senior Vice president of a bank. I do not at any point in time do anything while wearing this ring that would cause it to bend to the point of breaking. I have been told by several representatives of Brilliant Esrth that the center stone which is 2 carats not including the halo the stone is too large to be supported by the band it sets in. The band is delicate and needs more platinum that is why the ring was completely remade by brilliant earth the first time- that was their suggestion, not mine. I allowed them to have the ring to remake it - that wasn't a "courtesy" to me as a customer- they delivered a ring that broke immediately after wearing it. I am completely finished with brilliant earth - I have had three Jewlers look at this ring and they have all told me there are air pockets in the metal which has affected the strength of the metal. Furthermore- I have been advised there is NOT enough platinum to support the center stone. I am not going to pay **** for brilliant earth to deliver me a ring I can wear which I have already paid for! I have not been able to wear. They can either pay for the ring to be remade by a real jeweler - I can deliver the invoice or I will send the ring back to them for a full refund. I am not interested in listening to their warranty information - why did the ring break when it was brand new if it was from wear and tear? If brilliant earth will not pay to repair the ring or give me a full refund - their choice, I will reject the next response with the report from the jeweler to be posted for public information of consumers showing the quality of their metal. I will also proceed with small claims court. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/18/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 7/19/19 and it was delivered to the customer on 7/31/19. **************** received the ring for repair on 9/16/19. The ring was remade and delivered to the customer on 10/17/19. The customer contacted **************** for a 2nd repair and the ring was received on 8/17/20. As a courtesy, the ring was remade at no cost and delivered to the customer on 9/18/20. The customer requested a 3rd repair and the ring was received at Brilliant Earth on 9/1/22. The ring was inspected the head was separated from the shoulder and noted heavy customer wear. The repair was not covered under Brilliant Earths Lifetime Manufacturing Warranty. As stated on the Brilliant Earth website, our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. The customer was offered metal credit towards the purchase of a new setting as it was not able to be repaired. The customer requested to have their ring returned with no work completed and the ring was delivered to the customer on 9/22/22. The customer has requested a return and refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/28/19. Brilliant Earth continues to be open to assisting the customer with their service needs. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19888648
  
  I am rejecting this response because:

   

  The ring broke immediately upon being delivered to me from brilliant earth- if i realized they would continue to deliver a product that is subpar and not up to standards I would have returned the ring within the 30 day window. However, Brilliant Earth said this was a fluke and took my ring back which was brand new but broke immediately upon receipt and completely rebuilt the ring (at thier cost). To me and the law that is an admission of guilt- they delivered a product that was not built correctly. Then upon receipt of the ring the second time after Brilliant Earth having it for weeks- the exact same thing occurred,yet this time they wanted to charge me ******* and said it broke from "heavy customer wear" it is a platinum ring less than a few months old? So you're telling me you cannot deliver a platinum ring that can handle someone at a desk job? I do not care what the company policy is for their 30 day window for a full refund- they delivered a platinum, expensive ring to a consumer which has never functioned as promised. Again, here I am about to go on a vacation without a ring on my finger because Brilliant Earth cannot deliver a product that they promise. Their warranty also says you cannot have another jeweler look at their products or repair their products or it voids the warranty- that's probably because when the other jeweler looked at my ring, they said the metal has air pockets in it and it would have broken no matter the wear and tear from everyday use? can we can get to the is*** at hand- I am a consumer, I have a broken ring which is the direct byproduct of Brilliant Earth not delivering a quality product. You can either pay the other jeweler the ******* to repair the ring and rebuild it properly OR is*** me a full refund. If you do not give either of those two options in response to this final response from me- I will pay to have the ring repaired and *** your company in small claims court. If I do that- I will seek more than the full cost of the ring, all of the court fees, lawyers' fees and any other expenses. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/24/2023

  Brilliant Earth contacted the customer via phone and email on 4/4/23 4/5/23 & 4/6/23 offering to assist. The customer did not reply via email or return calls to Brilliant Earth. Brilliant Earth remains open to assisting the customer with their repair within our standard policies. As stated on our website, Repair or service performed by a jeweler other than Brilliant Earth will void the warranty. Additionally, our website also states, All fine jewelry can be affected by normal wear, activities, or trauma. This is especially true for rings, since hands are actively used and subject to daily pressure. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss, or theft. In regards to the customers request for a return and full refund, as stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/28/19. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19888648
  
  I am rejecting this response because:

   

  "The customer placed an order for an engagement ring from Brilliant Earth on 7/19/19 and it was delivered to the customer on 7/31/19. **************** received the ring for repair on 9/16/19" 

   

  My fiance proposed to me and the ring was worn beginning 8/17/2019- the ring was back to Brilliant Earth by 9/16/19 which was difficult to achieve because I had to reach out to BE , get through to their customer service- have them create a label and then ship the ring back to them. Therefore- the ring was broken within 30 days of the original purchase, not due to customer wear. If i knew the ring would be repaired and then break again, less than a year later, i would have requested a full refund. However, Brilliant Earth took my ring, accessed it and said it needed to be completely recast, which they completed at their cost. Then the ring broke again- and was sent in a second time. I did not have another jeweler do any work to the ring, the ring was analyzed and the jeweler found air pockets in the platinum and stated the amount of medal used to support the diamond basket was insufficient. This assessment was the same that Brilliant Earth had already agreed upon which is why they needed to completely recast my brand new ring upon initial wear- however; when I received the ring the second time- the setting was completely the same. 

   

  I plan to explore all of my options and begin working with both the BBB and the ********** of ******** Affairs for another compliant against Brilliant Earth. I do not feel my rights as a consumer are being accessed as Brilliant Earth keeps restating their return policy and at no point has taken any responsibility for the rings insufficient rebuild or original production. 

   

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

  

  Business Response

  Date: 05/01/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 7/19/19 and it was delivered to the customer on 7/31/19. **************** received the ring for repair on 9/16/19. The ring was remade and delivered to the customer on 10/17/19. The customer contacted **************** for a 2nd repair and the ring was received on 8/17/20. As a courtesy, the ring was remade at no cost and delivered to the customer on 9/18/20. The customer requested a 3rd repair and the ring was received at Brilliant Earth on 9/1/22. The ring was inspected the head was separated from the shoulder and noted heavy customer wear. The repair was not covered under Brilliant Earths Lifetime Manufacturing Warranty. As stated on the Brilliant Earth website, our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. The customer was offered metal credit towards the purchase of a new setting as it was not able to be repaired. The customer requested to have their ring returned with no work completed and the ring was delivered to the customer on 9/22/22. The customer also requested a return and refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/28/19. Brilliant Earth contacted the customer via phone and email on 4/4/23 4/5/23 & 4/6/23 offering to assist the customer. The customer did not reply via email or return calls to Brilliant Earth. Brilliant Earth remains open to assisting the customer with their repair within our standard policies. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19888648
  
  I am rejecting this response because:

   

  THE RING WAS NEVER RIGHT AFTER BEING GIVEN BACK TO ME BY BRILLIANT EARTH AND THEN IT BROKE. STOP REPEATING YOUR REFUND POLICY OVER AND OVER AGAIN- IF I HAD IT TO DO OVER I WOULD HAVE ASKED FOR  A FULL REFUND INSTEAD OF LETTING YOU "FIX" MY RING BECAUSE YOUR WORK IS AWFUL. 

   

  the ring has air pockets in the metal and it broke. I will ask the jeweler to provide a report on the quality of the ring and send that directly to the **************************** with my complaint in ******** for them to decide the quality of your work. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/28/2023

  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 this item from Brilliant Earth and decided to cancel it a couple hours later. To which I was told on the phone by brilliant earth employee to wait 4 business days for it to be credited back in my account. I get a lot of spam emails so I dont check them everyday. So I didnt know that it wasnt cancelled in time and that they had tried to deliver it multiple times until I noticed my accounts had not been credited. When I realized this I called brilliant earth and I was told again y one of their employees that it would be 4 business days until its credited into my account and that they have the package there in their warehouse. After waiting again for my refund I reached back out and to which they told me to send the package to them. I was very upset after being told they have the package just a week prior. They then informed me that an ******************* had signed for this package. Now he may have the same last name as me but he lives at a completely different address. Luckily he was nice enough to not open it and give to me after it had been sitting in his house all this time. I contacted them again and told them what had happened and asked for a return shipping label to which brilliant earth told me I cannot return it because it has been too long. Brilliant earth had my package that was supposed to be cancelled sent to the wrong address and after I went to that address and got it for them theyre saying I cant return this item. Please let me know what I can do to resolve this issue and if you need any more information from me. Thank you *******************************

  

  Business Response

  Date: 04/05/2023

  The customer placed an order for from **************** on 12/21/22. They contacted Brilliant Earth and requested to cancel the order. However, the order shipped on 12/22/22 and the cancellation request was unable to be processed prior to shipment. The order was delivered on 12/23/22. The customer contacted **************** and was advised the order was delivered and would need to be returned in order to process a refund. The customer contacted **************** on 2/8/23 to advise that they located the package and requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. Brilliant Earth has reached out to the customer and are open to assisting the customer with a resolution. We are pending the customers reply.

• Initial Complaint

  Date:03/23/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc had ordered a ring from brilliant earth and we got engaged on 03/19/2023. The exchange/return policy would have ended on 03/23/2023.I contacted BE 03/20/2023 to initiate an exchange process with brilliant earth. Unfortunately, we were out of the country and we were in Europe (which was where I was proposed to). Understanding that I am unable to physically get to a show room to exchange the ring, I reached out and offered to pay myself for overnight shipping at any costs. I would have happily paid it myself. Brilliant earth declined my offer and told me that they would request and confirm a policy extension within ***** hours from their senior managers so that I could exchange the ring and pick out a different gem stone when we got back from vacation on 03/28/2023. I said ok and left it at that.I followed up with them again around the 35 hour **** and they told me to keep waiting.Right on 03/23/2023 morning of, we get an email from brilliant earth saying they cant extend the exchange policy for us because the last day is today. They intentionally waited until 03/23/2023 to stop us from exchanging the ring. I made it clear I didnt want any monetary value back, I just wanted to switch out the gemstone for a different size. I had contacted them days prior to the expiration date and had offered to mail back the ring on my money. I have screenshots from the rep whom I discussed with me that I just needed to wait for confirmation of an extension of a few days so I could get back from traveling, 5 days later. All BE had to say in their email was sorry about any inconveniences this may have caused but they offered zero solutions, zero alternatives despite my multiple conversations with prior representatives. The worst part is that I want to stay with BE. I didnt want a refund, I just wanted a different gem stone from them.

  

  Business Response

  Date: 03/31/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 2/8/23. The customer contacted **************** on 3/**/23 with questions about resize and return/exchange policies. On 3/21/23, the customer requested an extension on their ****** return policy. On 3/23/23, Brilliant Earth contacted the customer to advise the policies could not be extended. Brilliant Earth has been actively communicating with the customer in order to resolve their concerns. 

  Customer Answer

  Date: 04/04/2023

  My complaint ID is ********. At this time, I would like to retract my complaint. I am currently in contact with Brilliant Earth and we are exploring different options to come to a resolution. 

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought me a diamond engagement ring costing around 14k in September 2021. We sent the ring in for repairs in January 2023. We made an appointment and dropped the ring off at one of their showroom locations. Since then - we have had no direct communication come from Brilliant Earth. We have tried calling every week to find out 1. Where the ring is and 2. the cost of the repair. The first time we got ahold of a customer service rep - the ring was supposed to be returned on 3/2. That date came and went. We called again and they stated that the ring was not repaired/shipped because we didn't pay the invoice. They never provided an invoice to us. We have called exactly 23 times to their customer service line. We have asked to speak to a manager every time and none ever will speak to us. They schedule times to have a manager call us - these appointments have always been missed. As of now - I am still missing my engagement ring.

  

  Business Response

  Date: 03/31/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 10/25/21. On 2/2/23, the customer dropped off their ring with **************** to be evaluated for repair and reported accidental damage to the setting caused by the customer. On 2/8/23, **************** emailed the customer with a link to schedule a phone repair appointment. On 2/19/23 and 3/3/23, the customer contacted **************** to check on the status of their repair. On 3/4/23, Brilliant Earth contacted the customer to discuss their available repair options. On 3/16/23, the customer accepted the options provided and were sent an invoice for the associated charges. On 3/22/23, the customer contacted **************** and paid for their repair. Brilliant Earth has been in active communication with the customer and provided the customer with an updated estimated delivery date. The customer has indicated this will satisfactorily resolve their concerns. 

• Initial Complaint

  Date:03/17/2023

  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 submitted an order for an engagement ring on March 5th, 2023, and I was offered the option to submit a bank transfer which I initiated that day. The bank transfer was completed on the next business day (March 6th, 2023), and I emailed the business to confirm that they had what they needed for the order and that the estimated date of delivery was still March 21st, 2023 as they provided. I reached out multiple times to ensure the business had what they needed to complete the order, and I was continually assured that they had everything that they needed and that the order was processing.When I received no follow-up for 2 weeks, I called the business on March 17th, 2023 and was told that the order was "On Hold" because funds hadn't been received. I confirmed with the business that the funds had been debited from my bank account to theirs as instructed. I had to speak to 3 different agents after I was placed on hold for 15 minutes and then hung up on. I've been given no estimate for delivery or path forward for resolution. I've asked repeatedly to speak to a manager or supervisor and have been denied. I am requesting that the company contact me via phone to discuss how my order will be resolved or how I can receive a refund. If the company chooses not to do so, I will be pursuing legal action against them for the $14K+ I've wired to them and their failure to provide any transparency on if/when my order will be delivered.Order number: ********** Customer: ************************* Order Date: 3/5/23 Phone Number: ************

  

  Business Response

  Date: 03/24/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 3/5/23. The customer contacted **************** to advise they had initiated a bank transfer for payment. Brilliant Earth received the payment on 3/7/23, which required additional additional verification (due to the payment type) from the customer to process the order. **************** has been in active communication with the customer and provided the customer with an updated delivery date and the customer has indicated this will satisfactorily resolve their concerns. 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19614627
  
  I am rejecting this response because: While I agree that the business has since reached out to me and provided an updated delivery estimate, I will not consider this issue resolved until the delivery has been completed. The business provided an initial delivery date of 3/21 that has come and gone, and I do not yet have confidence that my order will be fulfilled in a timely manner. I will be willing to consider this complaint resolved upon delivery of the order or upon a refund. 
  

  I will say that the business has provided me with an escalation contact named **** that is working my case directly. She has been very attentive and appears to be doing what she can to push the order through to meet the delivery date provided. This delivery date is critical as I will be traveling shortly thereafter, and I will not be home to receive delivery after that datewhich is why I ordered a month in advance in the first place. 
  

  I have indicated to **** that this matter will be resolved upon completion of the order. While I appreciate her efforts, I am still in no better of a situation than I was before. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/31/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 3/5/23. The customer contacted **************** to advise they had initiated a bank transfer for payment. Brilliant Earth received the payment on 3/7/23, which required additional additional verification (due to the payment type) from the customer to process the order. **************** has been in active communication with the customer and their order was delivered on 3/29/23.The customer has indicated their concerns are satisfactorily resolved. 

  Customer Answer

  Date: 04/03/2023

  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:03/11/2023

  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.

  Order number: 2022852768RP Order placed: 8/7/22 Order picked-up: 8/27/22 Proposal date: 12/21/22 Prongs were incorrect and different then what was advertised on the website. Brilliant Earth agreed to fix the prongs.Date sent in to correct prongs: 12/29/22 Date received 1/19/23 and we requested in-store that a note be made in Brilliant Earth's system that we were not satisfied with the quality of the ring and unfixed prongs. Called multiple times to customer service requesting to update to the correct setting that was originally intended to be purchased. Request eventually was accepted after waiting a week for an answer.Date sent it in to fix the setting: 1/28/23 Date to pick up the ring with new setting: 2/17/23 When picking up the ring, my fiance and I requested that the jeweler at the Brilliant Earth store in ********, ** read the diamond laser inscription. They started reading the wrong numbers not listed on the *** report and we questioned the ethics of the business. The stones in the setting were loose and the prongs were still incorrect. We called Brilliant Earth and asked for a refund and we were denied and offered an option to send it in again for repair. We mentioned we are not satisfied with the experience or quality of the ring and do not want to continue with any further repairs or upgrades; instead, we would like a full refund.

  

  Business Response

  Date: 03/20/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/7/22 and they picked up their order on 8/26/22. On 12/29/22 the customer contacted **************** and requested to have their ring evaluated for repair. Brilliant Earth received the ring for repair on 1/2/23 and repaired the ring at no cost to the customer. The customer picked up the ring on 1/19/23 and contacted Brilliant Earth to request to have their ring remade. Brilliant Earth received the ring on 1/28/23 and remade the ring at no cost, as a courtesy to the customer. The customer picked up their ring on 2/16/23. **************** has been actively communicating with the customer and is open to resolving their concerns.

  Customer Answer

  Date: 03/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have been in contact with the business regarding their offer for a partial refund. While I appreciate their efforts to repair and remake the ring after it was incorrectly made three times, I believe that a full refund is warranted given the significant issues that have arisen with my purchase.
  

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

  Customer Answer

  Date: 04/19/2023

  I am writing to follow up on my complaint against Brilliant Earth, which was assigned complaint number ID ********. I recently received a counteroffer from the company, which was for a partial refund. Unfortunately, I do not believe that this offer is acceptable given the circumstances. I would still like to further negotiate for a full refund.
  

  I appreciate that Brilliant Earth is willing to negotiate, but I am concerned about their behavior. Specifically, they have stated that they will not proceed with further action on their part unless I remove/resolve my complaint with the BBB first, and they have refused to put any negotiation in writing for us.

  As a consumer, I do not feel that it is ethical for a company to require me to take such an action in exchange for a resolution, and I am also concerned about the refusal of written negotiations.

  If possible, I would appreciate any guidance or support that you can offer in reaching a fair resolution. I am happy to provide any additional information or documentation that *** be required.

  Thank you for your time and attention in this matter.

  Sincerely,

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

  

  Business Response

  Date: 04/25/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/7/22 and they picked up their order on 8/26/22. On 12/29/22 the customer contacted **************** and requested to have their ring evaluated for repair. Brilliant Earth received the ring for repair on 1/2/23 and repaired the ring at no cost to the customer. The customer picked up the ring on 1/19/23 and contacted Brilliant Earth to request to have their ring remade. Brilliant Earth received the ring on 1/28/23 and remade the ring at no cost, as a courtesy to the customer. The customer picked up their ring on 2/16/23. On 4/8/23, the customer dropped off their ring in a **************** Showroom. Brilliant Earth contacted the customer on 4/24/23 to discuss their experience and refund request. Brilliant Earth is actively communicating with the customer and is open to resolving their concerns. 

• Initial Complaint

  Date:03/11/2023

  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.

  Originally I went to the showroom to return my ring as the white gold is already turning yellow making me question the quality of Brilliant Earths rings. I have other white gold rings that have maintained their color for years and only had this ring for a week. Furthermore the website made my stone look much bigger online than in person.There I was told I was over the 30 day return period even though the ring was picked up less than 30 days from my appointment and I was unable to get in any sooner due to the showroom being closed on Tuesday and Wednesday and Thursday and Fridays snowstorm. There I was told that I could receive no credit for my diamond if I wanted to upgrade, only a metal credit for the setting.I reached out to customer service to file an exception to the return policy request and was told that I would receive a response within the next ***** hours.I called back after 72 hrs and was told they needed an additional 24 hours but that it most likely would not be a problem. Over 24 hours later I received notice that my request to return had been denied.Then I was emailed about the lab diamond upgrade policy. I called customer service regarding this and was told that I would be able to just replace the diamond and keep the same setting as long as it wasnt a carat. I made an appointment at the showroom where I was told that my stone could only be upgraded by .02mm without replacing the setting. I expressed my frustration with the poor customer service, being unable to return even though it was only 1 day outside policy and the store being closed due to a snowstorm, and being told conflicting and misleading information from customer service. They told me they would reach out to management and get back to me.When they called back I was informed that the staff at customer service relayed false information and that they would resubmit the request to return outside the 30 day policy again. It was denied again.

  Customer Answer

  Date: 03/15/2023

  Hello,
  
  I am reaching out in regards to case *****, complaint #********. This complaint has been resolved by Brilliant Earth. No further action is necessary.
  
  Thank you,
  
  *******************************

  Customer Answer

  Date: 03/15/2023

  Update on my complaint, ******** actually called Happy Viking and cancelled a vanilla 2 can subscription I made through Happy Viking, completely unrelated to the extra money Blendjet took from me. In my emails they said they were going to contact Happy Viking and I told them to stay out of that, and they said they were not doing anything with my independent subscription with Happy Viking but they had THEM cancel and refund my subscription for two cans of vanilla powder, and that is the ONLY thing they did. So all I have is a bank statement showing $149.68 which is around $50 too much, nothing to show me exactly where that money went, not even anything to show they actually sold me a can of Happy Viking Vanilla, which they didn't. (1 can not a 2 can subscription.) They have purposely tried to confuse the matter with this egregious act. Is Happy Viking owned by Jetblend? ******** said no but this should never have been allowed to happen. It's like you give them your payment information and they can do ANYTHING they want with it. It has gone beyond just refusing to refund my money now. I also had sent a Trustpilot review, which surprise surprise, ******** DOES find the time to respond to.

  Customer Answer

  Date: 03/15/2023

  I am reaching out in regards to case *****, complaint #********. This complaint has been resolved by Brilliant Earth. No further action is necessary.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 31, 2022, we purchased an engagement ring, **** carat Cushion cut diamond with black diamond accents on a Platinum band, Waverly setting, for $6964.20. Order # **********. The ring was delivered on September 19, 2022. On November 21, 2022, while I was out for a walk, the center stone, with the prongs, and accents dislodged from the band. I noticed it when I got in my car to pick up my child, about 10 min after the walk. I contacted customer service, after sending in the ring, and multiple calls with representatives I last spoke with ****** who claimed to be the highest-ranking person in customer service, reporting directly to the board of directors. She told me that "stationary objects stay stationary". Had I left the ring in the box, the center stone would have remained stationary on the band. The "head" must have been touched to have come off of the band. She further stated that though she was not present when the "trauma" occurred that I must have knocked the ring on a wall or caught it on something. These explanations were ludicrous. Obviously people are going to wear the jewelry. Wearing an engagement ring while on a walk is not unexpected or abnormal wear and tear. I did not knock it on anything, or cause any trauma to the ring, there are no scratches or damage to the band. the top of the ring is just gone. You can see where it should be connected, and it fell off. The ring should have higher quality construction/workmanship. Brilliant Earth advertises that they "obsess" over quality and durability to ensure that the jewelry will be cherished for a lifetime. I had my engagement ring for two months before it fell apart. The quality was not durable. To date, Brilliant Earth has not offered any viable resolution to replace the defective product that was sold to us. We are seeking a replacement ring with the same cut, color, quality and clarity as the original diamond we purchased.

  

  Business Response

  Date: 03/15/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/31/22 and their order was delivered on 9/19/22. On 2/1/23 the customer contacted **************** and requested to have their ring evaluated for repair; noting they had lost their center stone. Brilliant Earth contacted the customer on 2/17/23 and discussed the details of the repair evaluation; advising (as outlined on our website) that our manufacturing warranty excludes coverage for loss of gemstones. The customer was offered a metal credit to use towards the cost remaking their setting. The customer declined this offer and requested to have their ring returned without any work completed. The ring was delivered to the customer on 2/22/23. **************** has been actively communicating with the customer and continues to be open to assisting the customer with any service needs for their ring.