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:03/02/2023

  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.

  Purchased a loose diamond and wedding band. We were mislead from the start, with return policy, with amounts owed with time frames. We had to order diamond and band separately and then have it mounted. We were told over and over that once it was mounted we had 30 days to return. All lies. The 30 days started from when the diamond was shipped even though we didn't see the diamond in person until 23 days into the 30 days. We paid half for the diamond to be sent which was $4114.80 Then we paid the other half of the diamond which was another $4114.80 and some change once we saw it. They also ordered the band so it could be sent out to be mounted and told us we didn't owe the band until it came in. They also once again told us we had 30 days once it came back completed. Not only was that all lies, lies, lies. We kept getting emails saying we owed money. They told us to disregard knowing I needed this by a certain date. We then got emails that our order, the diamond and band were cancelled. They once again told us to disregard. Only to find out we needed to pay the band to get it mounted. Now the dates I needed it for passed, the emails showed order cancelled. The saleswomen and manager in store stopped responding to calls when they knew they screwed up. Multiple calls to resolutions center and we were told we are basic reps we can't do anything. Finally supervisor ***** called, made us wait 4 days while she consulted people. Called us 02/21/23 to say they would refund us fully. She won't send any email confirming this or the amount being refunded. Called her multiple times. She won't return calls anymore. Told her the credit card company isn't showing any pending refund and it's been 11 days since she said they would refund, 6 days since she says she did complete the refund. We disputed half the diamond with a credit card and got that back. And still missing the other half of the diamond and band with another card. They owe us $4114.80 for diamond and $2430 for band.

  

  Business Response

  Date: 03/08/2023

  The customer ordered a diamond from *******************/12/23. On 1/22/23 the customer placed a 2nd order to have their diamond placed in a Brilliant Earth setting. The customer requested a full return and refund. On 2/15/23, Brilliant Earth was notified the customer filed a payment dispute with their financial institution for one of their three payments processed; to which the payment was returned to their account. On 3/3/23 Brilliant Earth processed a refund for their remaining two payments. Brilliant Earth has actively communicated with the customer throughout the process and the customer has now indicated the matter to be satisfactorily resolved. 

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:
  

  We have received a full refund, only after being completely ignored by in store staff after they realized their mistake with the order. Our order was cancelled unbeknownst to us. We got emails showing us cancelled orders even though they had over $12,000 of our money. We then had to contact the resolution center due to the incompetence and thievery of the store. The resolution center was completely useless and even told us so by saying they are basic reps and can't do anything. Finally after days and days of messages and calls the manager called. We had to wait another 4 days while she consulted with her people over money that was rightfully ours. We didn't have the diamond or ring, we had cancelled order emails, that they cancelled themselves before we even requested a refund and we had $12,000 missing. But she ****** had to consult with her people over their own theft. Comical at best. Then she half heartedly dealt with it. Her billing **** never processed the refund she claim they agreed to. The only money we had was from the dispute we placed with one of our credit cards which was only half the diamond. They still owed us the other half of the diamond and the band which was total another $6500. She insisted they processed the refund. Her own company said they didn't 7 days into it. Our credit card company said they didn't. We called the police who told us to go into the site and request a refund in person. And when I informed her that's what we were told by the Sergeant she said not to to that and then miraculously 5 hours later we had a refund processing. She never followed up to make sure the billing company processed it, which they didn't, until we took extreme measures did we get results. I LOVE, LOVE how this company responds with a statement acting like it was as easy as 1,2,3. When in fact it was beyond stressful, filled with lies and deceit for weeks and weeks.. Disgusting how this company operates and how they blame the customer for their thievery and short comings. Stay away from Brilliant Earth. It will be your first and biggest mistake dealing with them. The worst experience of my life with a company. They should be shut down. Thank you *****

  
  

• Initial Complaint

  Date:02/24/2023

  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.

  Order #**********RP3 10/22/2022: 9mm lab hexagon Alexandrite stone in twilight setting ring purchased.*12/14: Proposed to my fiance. The ring is worn for the first time.*12/21: An accent stone has fallen out of the halo. We were assured that it was not normal, & the ring would be repaired.*12/22: Ring is dropped off at BE for repairs. BE said that they would fix the stone.*1/07/2023: Ring picked up. *1/16: Accent stone falls out again. **** is dropped off for repairs again & the specialist was notified of all ring issues. Small prongs holding halo diamonds were extremely sharp, cutting my fiance's finger. Halo prong baskets were not properly sized to fit accent stones. When looking at the ring from the side, you can see that the tips of the prongs are lifted & not securely holding the diamonds. Prong tips are messy. The large prongs holding the center stone are uneven & tilted. The quality looks like something you'd buy on Amazon for $5, not 5K from a "reputable" jewelry company.*2/09 at 4PM: Ring is picked up from BE. BE claims that it was remade. After picking up the ring, we took it to a jeweler that confirmed it was not remade and prongs still have same issues.*2/09 at 5PM: Called to inform BE that the ring has not been remade & still has issues, requested to speak to a resolution specialist.*2/11 at 3:30PM: Spoke to a resolution specialist about this issue. She said we need to send ring in again for it to be reviewed.*2/13 at 5:30PM: Ring is dropped off again.*2/24 at 10AM: We were contacted by a rep. ****** that ring has any issues or wasn't remade. Said we just have to deal with it.TLDR: Dealing with this company has been so disappointing & disheartening. All we wanted was a quality ring with no issues. BE kept on saying that it was an "accident" & the ring got past their "quality control", but it turns out that their rings are actually just poorly made. All I want is a refund so that I can purchase my fiance a ring that won't fall apart every 5 seconds.

  Customer Answer

  Date: 03/01/2023

  Hello,

   

  Id like to request that the complaint I filed for Brilliant Earth be marked as resolved. The business reached out to me and we were able to reach an agreement. The ** number is #********

   

  Best,

  ******

• Initial Complaint

  Date:02/18/2023

  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 December 17, 2022 my fianc and I spent $2785.32 on a lab grown diamond engagement ring. February 15, 2023 we brought the ring into a local jeweler to be resized when I was informed my lab grown diamond ring was not a diamond but was moissanite. Even the small diamonds on the setting were all moissanite. The band was also so worn the jeweler said there was no way it isnt a used setting because the 18k engraving on the band was barely visible. This was backed up by a second jeweler on February 18.

  

  Business Response

  Date: 02/27/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 12/17/2022. The customer contacted **************** on 2/**/23 with questions about an evaluation they had at their local jeweler. Brilliant Earth reached out to the customer and provided education about their lab diamond which is certified by ***************** Voor Diamant (HRD). The customer was sent another digital copy of their diamond certificate and the contact information for HRD. Brilliant Earth also offered to have the customer send their ring to have their diamond examined by one of our gemologists. Brilliant Earth is actively communicating with the customer and pending the customers decision about sending in their ring for evaluation. 

• Initial Complaint

  Date:02/13/2023

  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.

  On December 31st, 2022 we place an order for a mens wedding band after our visit at the *** showroom and we confirmed that the ring we have been eyeing for months is the one. We had to place a special order since the company removed the yellow gold version from its regular assortment while still carrying the white gold. We were told it would take roughly two weeks to get our ring. We were super excited to get the ring two weeks later on January 13th. Unfortunately once we opened up the package the ring did not look anything close to the ring we tried on in the showroom. We immediately reached out to the person who helped us in the showroom and sent her pictures. ******** said she sees no difference but we can bring in or send in the ring for an evaluation by the production team. We made an appointment and brought in the ring on 1/15/22. The team agreed that the ring looked quite different and sent in the ring to the production team. On 1/20/23 the production team got back to us that they recommended remaking the ring and to set up a call. The earliest appointment we could make was for 1/28/23. We scheduled a call to go over the findings with a production specialist and didnt feel confident that we would get the ring we feel in love with even after the remake. They told us we have the option to just return the ring and get our money back with no issue which we did. Nobody told us that we would not get a full refund. Since then I called multiple times to try to find out why we havent received a full refund and have not received any response from them. The company falsely advertises products that they cannot deliver and then decides to keep a portion of your money due to their inability to deliver quality product. Our order number was ********** for a **** 18k yellow gold wedding band size 11.

  

  Business Response

  Date: 02/21/2023

  The customer ordered a wedding band from **************** on 12/31/22 and the order was delivered to the customer on 1/13/23. The customer dropped off their ring at **************** on 1/15/23 to be evaluated for repair. Brilliant Earth offered to remake the ring at no cost, as a courtesy to the customer. The customer requested a full return for a refund within Brilliant Earths standard 30-day return policy. The customer has been in active communication with Brilliant Earth and was fully refunded and they have indicated they consider the matter satisfactorily resolved. 

  Customer Answer

  Date: 02/22/2023

  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:02/07/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/7/23 Website says order by 9pm guaranteed delivery by valentines (friday 2/10 specifically) Paid amount of *******, received no order number says declined on website but balance is subtracted from account.Called customer service to have **** tell me she wont give me an order number, transfer me to somebody who will help, or even a manager. Said i will get a call back 24 to 48 hours and shipping never would have got me my order by the 14th and it takes 2 to 3 weeks all the time because the website guarantee is a lie I specifically asked her if this is the case and she answered yes. She also said she wont help me receive my products on time or return my money so i can order elsewhere to get a gift by valentines.

  Customer Answer

  Date: 02/09/2023

  Rescind complaint, issue resolved.

• Initial Complaint

  Date:01/27/2023

  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.

  My fianc and I ordered a 5.5 mm matte comfort fit rose gold wedding band on 12/16/22 at the *** Brilliant Earth showroom. I paid $968.99 with taxes for the item (order number in supporting documents). We opted to pick up the item from the showroom instead of having it shipped to us. We received an email on 12/28/22 that notified us the item was ready for pickup. Because we were out of town, I did not get to the showroom until 1/11/23. When I saw the item, I immediately noticed that it did not match the item we ordered. I was told that this was due to differences in the manufacturing process, but the differences were significant enough that the item did not look anything like the sample we had seen when we ordered it. They offered to return the item and have it corrected, which I agreed to.I received an email on 1/20/23 saying the item was ready for pickup. My fianc and I went together to pick it up on 1/26/23, and again we could see that the ring was incorrect. My fianc asked to see the sample 5.5 mm comfort fit band that we had looked at when we made the purchase, and we compared them side by side. There was a clear lack of doming as well as a difference in width (see photos attached.) The receptionist stated that we could not return the ring for a refund because our 30 days were up and offered to escalate the issue to a manager.I reached out by email, chat, and phone to initiate a refund, as I counted 30 days from 12/28 to 1/26. Today I received a call and learned BE was offering an exchange only. I would like a full refund as I have no way of knowing the correct item will actually be provided.

• Initial Complaint

  Date:01/23/2023

  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 second wedding band in August 2022. When we received it, the diamonds around the band were less than the original band I currently owned, when my husband ordered the exact same band. We sent it back and they said they needed the original band to match it. My original wedding band is together with my engagement ring, so I had to send both. After receiving my other wedding band and engagement ring together, they said the head of my engagement ring was bent and offered to fix it for $200. We agree to proceed with this process on 11/29/22. We were told that I would be guaranteed to have all of my rings back before Christmas. As we get closer to Christmas, on December 23rd I called and they said I would have it on 12/26. On 12/26, still nothing so I call again and they said now its not coming until January 9th. Im frustrated at this point, they have had my rings for over two months. I call again in January and they tell me its going to be January 18th due to a processing error. I demand to speak with a manager at this time and no one calls me back. After three more called in three days, finally a manager calls me back and states that the rings are both done and have to go through inspection but they will for sure be to you by 01/18/23. Two days before 01/18, I call to verify and they state that the rings are now going to be delayed again to 01/25/23 due to processing error. I demand to speak with a manager and still have not received a call back. No one will tell me anything about my rings. The customer service department is a joke and gives no answers besides processing error. They have almost 15k in wedding and engagement rings and refuse to the return them now at almost 4 months. I would highly recommend never going to this company, they will not return your item and no one seems to care when you call their customer service line. They always say a manager is unavailable when you call and they will call you back but they never do.

  

  Business Response

  Date: 02/01/2023

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 12/23/2019. They placed a second order for a wedding band on 8/16/22. On 9/16/22, the customer contacted **************** to request an evaluation of their 2nd wedding band as it was not identical to their first wedding band. Brilliant earth received their 2nd wedding band on 9/21/22. On 10/7/22, Brilliant Earth requested that the customer also send in their soldered engagement ring and first wedding band for evaluation. On 11/10/22 Brilliant Earth received the engagement ring and first wedding band. The customer contacted **************** to check on the status of their repair and were educated about manufacturing delays. On 1/27/23, the repaired rings were were delivered to the customer and the customer indicated they consider the matter resolved. 

• Initial Complaint

  Date:01/21/2023

  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.

  On Dec, 11, 2022, my fiance and I placed an order for two wedding rings for a total amount of $2077.60 (order # **********). These two rings consisted of: one (1) men's t Wedding Ring and one (1) wome's Wedding Ring. We received the shipment of the 5.5 male wedding band on Dec. 21, 2022 ****** tracking #************). However, we still have yet to receive the 3mm women's wedding band. We started to grow concern and begin contacting Brilliant Earth starting January 8th about this issue. We were initially told that it is still currently in transit. On January 10th, we called back to Brilliant Earth to report that we still have not received the female wedding band and that we would be receiving a call back from the manager between ***** hours. We did not receive a call back from anyone which resulted in us contacting Brilliant Earth again on January 12th, 13th, 16th, and 17th in order to get in touch with a management team member- with no avail. We decided to move forward with partially cancelling our order of the female wedding band with *******, a customer service representative member on Jan 17th after receiving no resolution. After another call from us on January 18th, we were able to finally get a response from a manager, *******************************. She detailed to us how our women's wedding band was delivered and signed by an "*****************"- (tracking number ************). We do not know who '******************' is and the order was made out specifically for "***************************" (my fiance). We are unsure why this individual was able to sign for it. Brilliant Earth claims they have opened up a claim with ***** but will not share that claim number with us or any notes on our case and that we file a police report. We have filed this police report as instructed and still, no refund still has been issued for this women's wedding band ($770). The only solution offered was to buy another band. We are seeking a partial refund for the women's wedding band that we did not receive.

  Customer Answer

  Date: 01/24/2023

  Hello, 

  
  Brilliant Earth has taken action and we will be retracting our complaint.

  
  A fair resolution has been reached and we will not longer be pursuing this. A replacement ring has been issued.

  
  Please let me know if you have any questions, or need more information. 

  
  Thank you,

   

  Trang 

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had requested cancellation of orders ********** and ********** on the same day that they were placed. They were not yet shipped and I was not made aware of any cancellation policies. I kindly request Brilliant Earth to cancel these orders and issue a refund. Thank you.

  Customer Answer

  Date: 01/23/2023

  Could you please take down the complaint ASAP? I have spoken with the merchant and we have reached an agreement.

  Customer Answer

  Date: 01/23/2023

  Hello,

   

  Could you please take down the complaint ASAP? I have spoken with the merchant and we have reached an agreement.

• Initial Complaint

  Date:01/18/2023

  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 purchased my enagegment ring in July. I received my ring on 7/21/2022. I have been extremely cautious with my ring as I dont wear it in the water, cleaning, to bed, etc. In September, I noticed one of the diamonds fell out of the ring. We contacted customer service which told me I would have to send my ring back. Unfortunately, we had pictures scheduled for October. She said no problem, just send it back after because they cannot repair anything in store. At the end of October 2022, we sent the ring back and was supposed to have the repair specialist reach out to us. They then cancelled the appointment the day of for two weeks out. We called and spent the day on the phone, kept getting put on hold, etc. I had to threaten to get my lawyer involved for anyone to reach out to us. We had the ring repaired at no cost (it has. a lifetime warranty that covers the ring,..but not normal wear and tear). The repair specialist guaranteed us that the diamonds would be replaced and the ring inspected/prongs tightened. Well we received the ring back November 22, 2022. Since then I wear my ring even less and I had a stone fall out. We have been trying to contact the company since 1/15/2023 and no one will respond to us. At this point, I dont even want the ring. It has caused so much stress and unhappiness. Combined with the terrible customer service. It is absolutely ridiculous.

  

  Business Response

  Date: 01/26/2023

  The customer ordered an engagement ring from **************** on 6/21/22 and the order was delivered to the customer on 7/7/22. **************** received the ring for repair on 11/7/22 and repaired the ring at no cost to the customer. The repaired ring was delivered to the customer on 11/21/22. The customer contacted **************** on 1/**/23 for another repair need. Brilliant Earth has reached out to the customer to offer a resolution and we are pending the customers reply.

  Customer Answer

  Date: 01/26/2023

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