Complaints

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

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• 

  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth, LLC

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

• 

  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth, LLC

  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:01/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc had ordered a ring from Brilliant Earth on 10/07/22. He had ordered the ***** setting. After several delays, he received the ring on 11/2/22. He waited to propose on 11/26/22. When he had proposed, I had noticed the setting was the ********** setting. Brilliant earth had sent us the wrong ring and it was the wrong size. When we had called customer service to resolve the issue , BE tried to blame my fianc saying how did he not notice it was the wrong ring. They did not want to honor the exchange because it was outside of their 30 day window. ********** he had only had the ring for less than a month. We made an appointment to exchange after a very long call with customer service. In the long run we decided to keep the wrong ring and have it resized. We dropped the ring off on 12/2/22. The worker said we would receive the resized ring in 2-3 weeks. My fianc had to pay an additional $324 to keep the wrong ring since he felt sentimental value to it. I called BE on 1/09/23 because we kept receiving emails that our order has additional delays. After several calls to customer service, I was told my order will have overnight shipping to the ******* location on 01/09/23. I called today on 01/11/23 for an update. ******** service agent says the ring is still processing and has not shipped. When I asked to speak to a supervisor for the misleading information. She said it was not possible and I will receive a call in ********************************************************* charge. Order number is #**********OPEXSZ5

  

  Business Response

  Date: 01/19/2023

  The customer ordered an engagement ring from **************** on 10/7/22 and the order was delivered to the customer on 11/2/22. Due to an internal error, the customer was sent the incorrect setting style. On 12/3/22, the customer dropped off the ring in the showroom to be resized and requested to keep the incorrect setting received due to sentimental value. On 12/16/22, the customer made a payment of $334.75 for the price difference on the setting received. Brilliant Earth has been in contact with the customer and has provided regular updates regarding the delivery of the ring with an estimated pick up availability on 1/19/23. The customer has indicated that upon receipt of their ring, they consider the matter satisfactorily resolved. 

• Initial Complaint

  Date:01/11/2023

  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 1ct oval natural diamond with a 18k yellow gold primrose setting. On 3/15 the day of our original purchase of a engagement ring,we had originally wanted a Tacori setting to which the salesperson took the order in the show room and then a week later we found out that ****** didn't make a size ****. We received the ring on 4/17/22. On 5/9/22 the center stone fell out of the setting out of nowhere. I dropped it off at Brilliant earth showroom in ****** to have it repaired and they returned it by 5/20/22. I went and picked it up in the ****** showroom. On 6/2022 I noticed one of the prongs was loose and had moved off the side of the ring. I filed a claim with extend and it took until 9/27/22 to receive the ring back. The original estimated date of completion was 3-4 weeks from the time it was mailed in, then it moved to 6-8, then neither brilliant earth or extend could tell me how much longer it was going to take to get the ring back. By 10/5/2022 a stone from the band fell out of the ring.. I filed a complaint on the better business bureau and the options I was given were to return the setting or have the ring remade in another setting. I agreed to have the ring made in another setting and mailed the ring in on 11/14/22 because I needed the ring to take engagement picture. I agreed to the have the ring made into the 6 prong luxe *******. I received the ring back on 12/9/22 and the company had made the wrong ring and only made the 4 prong setting which defeated the purpose of having the ring remade to make it more secure. I reached out with my concerns and wanted my money back and to cut ties with the company after I've had to send the ring to be repaired 3 times within 10 months. The company refused and i tried to keep the setting as is. On 1/8/23, I noticed a stone on the band had fallen out yet again within a month, being 4 times it has broken. I would like my money back and will give the ring back. Other complaints have recieved full refunds

  

  Business Response

  Date: 01/19/2023

  The customer ordered an engagement ring from **************** on 3/15/22. Brilliant Earth received the ring for repair on 5/9/22 and repaired the ring at no cost to the customer. The customer picked up the ring from the showroom on 5/20/22. In June of 2022, the customer requested a second repair. On 7/22/22, Brilliant Earth received the ring for repair and remade the ring at no cost to the customer. On 9/27/22, the customer picked up the ring from the showroom. On 11/1/22, as a courtesy to the customer,  **************** processed an exchange on the customers setting outside of our standard 30 day return/exchange policy. Due to an error, the order was placed for the incorrect style and the customer received a four-prong setting rather than the six-prong requested. Brilliant Earth has agreed to allow the customer to return their setting for a refund and the customer indicated this will satisfactorily resolve their complaint. 

• Initial Complaint

  Date:01/10/2023

  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.

  Purchased a wedding band from this Jeweler July 29, 2022. Our wedding was in August and two of the stones were missing after less than 30days of being worn. This ting did not experience any rough or hard event that would lead to damage. The ring was taken off at night and avoided water. I filed a claim with insurance company for replacement of the two stones. The ring was returned in early October for repair. I received the ring back November 28. After 14 days one of the same stones had fallen out again. Customer service with this company has been atrocious. They are unwilling to assist and only offer 30 day return. This product was purchased with expectation of a lifetime of use.

  

  Business Response

  Date: 01/19/2023

  The customer ordered a wedding band from **************** on 7/26/22. Brilliant Earth received the ring for repair on 10/18/22 and repaired the ring at no cost, as a courtesy to the customer. The ring was delivered to the customer on 10/30/22. On 1/4/23, the customer contacted **************** and requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customer filed a repair claim through their Extend Warranty and the claim was received by Brilliant Earth on 1/10/23. Brilliant Earth has not received the item for repair evaluation. Brilliant Earth has reached out to the customer to offer a resolution and we are pending the customers reply.

• Initial Complaint

  Date:01/08/2023

  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 my engagement ring from Brilliant Earth(BE) in 8/2019 and proposed 8/31/19 with a Lifetime Manufacturing Defect Warranty. I wore the ring with extremely light wear an average of 4 hours a week (never wearing it while washing dishes/showering/working) when the setting just fell off 5/8/20. The weld on the setting had bubbles and holes visible to the naked eye. We contacted the company and requested to have the ring repaired. We took the ring to a 3rd party jeweler to have it assessed. He found the ring and setting were welded incorrectly and damaged during manufacturing (either to quickly/hot when welded or oils got in while welding) resulted in the bubbles and holes in the weld. This damage is only possible during manufacturing. We mailed the ring to BE 9/2021 after my husband returned from a 13 month deployment to ***************. We heard back around a month later it was "wear and tear" according to BE appraisers and they required $1900 to replace the settling with $200 credit for the Platinum. We knew this was false and fraud and expressed we'd taken it to a 3rd party and knew it was manufacturing deffect and expressed that this was fraud. They tried to get us to buy the new setting with a $500 credit for the Platinum 11/21. We declined again and reminded BE we had photos from the 3rd party appraiser and knew the ring was covered by the warranty. Suddenly they could no longer speak with me directly and only wanted to speak with my husband and tried to get him to settle on the $500 credit. BE spent months trying to get us to sign an NDA and document saying we won't report the fraud attempt or write reviews. We requested the ring back as we won't sign the document or NDA as it is worded oddly and did not acknowledge the warranty or accept responsibility for the damaged in manufacture setting. The ring came back in a different box. They engaged in predatory business practices relying on customer ignorance on their rights and of the jewelry market.

  Customer Answer

  Date: 01/25/2023

  Hello, 

   

  We have the receipt of the ring/setting he bought send it's insurance appraisal done by Brilliant Earth. The warranty is listed as a "free lifetime manufacturing warranty" and he was told when he purchased the ring it was covered by the warranty. The details and exclusions of the warranty are laid out on Brilliant Earth's own website. We are happy to also send the pictures of the damaged ring that were taken by the third party appraiser that show the bubbles in the weld. 

   

  Link to appraisal:

  /data/user/0/com.microsoft.office.word/**************************************-*****************/********** ************************pdf

   

  Link to warranty: **************************************************************************

   

  Link to ring receipt: content://org.thoughtcrime.securesms.part/part/1674443541403/4818

   

  Thank you for your time. 

  Sincerely,

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

   

   

   

  

  Business Response

  Date: 04/10/2023

  The customer placed an order for an engagement ring from Brilliant Earth on 8/4/19. Brilliant Earth received the ring for repair on 10/1/21. The engagement 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 engagement ring returned with no work completed and the ring was delivered to the customer on 5/19/22. The customer has not contacted **************** since May of 2022. However, Brilliant Earth continues to be open to assisting the customer with any service needs for their ring. 

• Initial Complaint

  Date:01/07/2023

  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.

  Was proposed to and received my ring on Labor Day weekend. Due to being out of town, I kept the ring in the box until we got home as I didn't want anything to happen to it. The following day, I noticed a diamond was missing from the setting. Long story short, I was told my only option was to send away for repair for 4 weeks. Due to the amount of time it would take to repair a two day old ring, I contemplated just getting a refund but was PROMISED they wanted to make sure everything was right. Two days after sending the ring in I got a call from a customer care rep offering to send a label to send my ring in because she had not documentation that I already did so. Finally received my ring after 4 weeks, the band was bent and the part where the setting and band attach is discolored due to using gold to solder a platinum band. I was then told over the phone by ********************* (who made sure to tell me that she's the highest customer facing position in the company so if she can't help me no one else can) that since my ring was with *************** for 4 weeks I was now past the refund period even though the ring was in their hands the whole time so my only option is to send it in AGAIN for another 4 weeks for another repair. I decided to only speak via email since then for documentation purposes. I've been fighting for a refund since and told that it's not an option. Was even told that they stopped responding to me since that's all I'm asking for and they can't help me. I have been promptly communicative throughout this whole process and have many emails and photos to back up all of my complaints. Experienced 20+ issues within this process that I have detailed out. **** was just under $5000 and at this point I feel stuck with it forever and don't know what to do.

  

  Business Response

  Date: 01/14/2023

  The customer ordered an engagement ring from **************** on 7/30/22. Brilliant Earth received the ring for repair on 9/12/22 and repaired the ring at no cost, as a courtesy to the customer. The ring was delivered to the customer on 9/22/22. On 9/22/22 the customer reached out to **************** with questions about the repair and Brilliant Earth offered to have the ring sent in again for repair evaluation. The customer rejected this option and requested a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. On 1/12/23, Brilliant Earth agreed to allow a return outside of our standard policy and the customer stated this will satisfactorily resolve their complaint. 

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while many details are missing, we did agree on a refund. However, I am being told it will be 2+ weeks for said refund to be received on my end so do not 'resolve' complaint until it is resolved if possible.

• Initial Complaint

  Date:12/30/2022

  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.

  We purchased a white gold setting with a marquise diamond in October 2021 in ********, **. We didn't actually get engaged until April 30, 2022. Upon wearing my ring for 2.5 months, the bottom of my setting started to yellow. I reached out to the ******** showroom and they said that they can re-plate it for me for free since it was so early on in me wearing it. It took a few weeks for my ring to come back in and upon picking it up, I noticed my ring was bent in multiple places which made me question the integrity of the ring. I asked to be upgraded to platinum because I was worried about my diamond not being safe in the setting. I sent my ring back in at the beginning of August to be placed in a new setting. It took over a month to get my new ring with a bunch of delays and no clear answers. When I received my ring in September, I was told that I shouldn't have any more issues and if there are, they would help resolve the issue. On 12/7/22, I noticed my ring was, yet again, bent in multiple places a few days before my engagement party. Keep in mind, I have not done any strenuous activity to cause this. I reached out to ****** and ******* regarding the issue telling them that we have had enough. I've worn my ring for maybe 6.5-7 months and there were multiple issues and I'm supposed to have this for the rest of my life? I've requested a full refund, diamond and setting and have had push back. They said they 'rarely' do returns/refunds but they are willing to make an exception and let us return the setting and get our money back. We do not want to keep our diamond. We want to return the WHOLE ring as it has ruined our last 8 months being engaged. I do not believe they are producing quality products. My ring made it past several different people including the people at the showroom for me to point out my ring was bent in THREE areas. This company should be ashamed of themselves for ruining this time for me and fianc. Please allow us to find a better ring elsewhere.

  

  Business Response

  Date: 01/06/2023

  The customer ordered an engagement ring from **************** on 10/19/21. They received their order on 11/11/21. On 07/21/22 the customer dropped off their ring with **************** for a refurbishment. Brilliant Earth provided the refurbishment at no cost to the customer. The customer picked up their ring on 07/30/22. As stated on the Brilliant Earth website, customers have a 30-day return/exchange policy. The customers return/exchange policy ended on 12/04/21. On 07/31/22 Brilliant Earth allowed an exchange outside of our standard policy to a Platinum Ballad Lab Ring. On 10/10/22 the customer dropped their ring off for a repair. They picked up their ring on 10/25/22. On 12/08/22 the customer reached out to **************** with another repair need. The customer requested a return of their ring. On 12/18/22 Brilliant Earth agreed to allow a return outside of our standard policy on the setting only and the customer requested to keep their diamond. On 01/04/22 Brilliant Earth contacted the customer and they agreed to this resolution to resolve their complaint.

• Initial Complaint

  Date:12/29/2022

  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 23, 2022, I purchased a set of ***** earrings for my wife on our anniversary. The order # ********** was shipped to my residence in a timely manner. I received the package on dec 28, 2022. The box was undamaged and in good material condition. I was surprised to find the interior jewelry box crushed. When I opened this interior jewelry box, I found the earrings damaged. Brilliant Earth deliberately and knowingly sent me damaged goods. These unethical work practices have left me extremely disappointed and frustrated and I feel taken advantage of.

  

  Business Response

  Date: 01/04/2023

  On 12/23/22, the customer purchased Silver Premium Akoya **************************** (5mm) from Brilliant Earth. The order was received by the customer on 12/28/22. On 12/29/22 the customer reached out to **************** to report that the order was damaged, and they were offered a replacement pair of earrings at no additional cost to the customer upon receipt of their damaged items. The customer declined replacing the order and requested a return for a full refund. The customer will receive their refund within 7 to 10 business days from the receipt of their item at Brilliant Earth. The customer has indicated that this resolution will satisfactorily resolve their complaint.

  Customer Answer

  Date: 01/05/2023

  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. I recommend that this buisness evaluate their quality control process and procedures. Maybe they can reach out to industry peers and incorporate best practices into their business model. My order should have never left their facility. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:12/29/2022

  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.

  Good morning, -- My wife **************************************** (then fianc) purchased my wedding band on 8/27/22, Order # **********. The wedding band SKU: BE28613BC-ME-S85 and is the Magnus 8mm Ring, size 8.5.-- Delivered the second week of September and presented to me during wedding ceremony October 8th.-- In 4 to 5 weeks I noticed the "meteorite" surface pattern had disappeared and looked like smooth lead. I immediately asked ***** to schedule a visit with local Brilliant Earth office to evaluate. -- We went in for an appointment and told "we were out of warranty" but they would send it out for evaluation. I agreed, but was unhappy knowing the "few week old" ring could be my financial responsibility to fix.-- A week later I received an email to make a phone call appointment with the repair department. Then had to wait another full week for an available slot to discuss my repair. -- During the phone call with the repair department, they informed me that I was "too rough" on my ring and that I should take it off to wash my hands and shower, etc. This shocked me as your website description stated almost the exact opposite: "It is extremely durable and made for everyday wear" I was upset, and asked for a refund or a store credit (of equal or less value) to purchase something more "durable". The representative said she would have to contact her manager and someone would get back to me.-- Nobody got back to me after a few days (after above conversation) so I called in. I talked to repair again and they said someone would call me back. -- Once again nobody called back. I called and the only option presented was to repair/exchange the ring or get it back in the defective condition I mailed it back in. -- Getting a replacement of a falsely described "durable" $1,300 ring for it only to last me another 4-6 weeks is unacceptable.... as is nobody every attempting to call me back directly. I gave Brilliant Earth the chance to exchange it for another type of Brilliant Earth wedding ring of equal or LESSER value, but that fell on deaf ears. So now I would like a full refund of our $1,290 + tax. - Thanks for you timely resolution of this matter.

  

  Business Response

  Date: 01/04/2023

  On 08/27/22 the customer purchased a Meteorite and Tungsten 8mm Magnus Wedding Ring, Size 8.5. They received their order on 09/08/22. On 12/13/22 the customer dropped off their ring with **************** for a repair need. On 12/22/22 Brilliant Earth contacted the customer and offered a remake or their wedding band at no cost to the customer. The customer declined and requested an exchange. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 10/1/22. On 12/30/22 Brilliant Earth agreed to allow an exchange outside of our standard policy on the condition that the customer pays the price difference between the two rings. The customer has indicated that this resolution will satisfactorily resolve their complaint.

• Initial Complaint

  Date:12/29/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for an engagement ring on 11/13/2022 for $4,471.97 under order #********** and it was shipped out 11/29/2022 to be delivered on 12/1/2022 under tracking number ************. I waited at home all day for this package to arrive only to realize that ***** "attempted" the delivery without reaching out to me at all or leaving a delivery attempted slip. The next two attempts 12/2 and 12/5 I waited in the street for ***** to to come by for them to never come by and the tracking information marked as "attempted." I reached out to both Brilliant Earth and ***** in this timespan to get some more information or where I would be able to go to physically pick up my package. It was impossible to get in touch with ***** and Brilliant Earth gave me conflicting and incorrect information. Between 12/5 and 12/19 I continued to try and get in contact with ***** and worked with Brilliant Earth to try and resolve this issue. Brilliant Earth continued to give me conflicting or incorrect information and at times blatantly lied to me in this time frame and I grew fed up and asked to cancel my order on 12/19. I was told that since the package was already shipped out it would need to be processed like a refund and they would need to receive the package back before refunding my money, even though the package was never in my possession. The package was returned to Brilliant Earth under tracking number ************ and they have received the package as of 12/23. On my request for updates and timelines I have gotten zero replies from the company.

  

  Business Response

  Date: 01/04/2023

  On 11/13/22, the customer purchased a ****** Blue Oval Lab Created Sapphire set with a Platinum ******************** The order was shipped on 11/29/22 for delivery on 12/01/22. ***** attempted delivery on 12/1/22, 12/2/22, and 12/05/22 and the order was held at the ***** facility for customer pick up until the order was returned to Brilliant Earth on 12/16/22. The customer requested a return for a full refund on 12/19/22. The refund was processed on 12/30/22. Brilliant Earth has reached out to the customer to confirm their issue is resolved and we are pending the customers response. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18654779
  
  I am not willing to accept this response until the actual refund hits my account. Once this has happened I will be happy to close out this complaint, but the company has damaged my trust in them to this degree. I have attached an email from their own representative stating that the refund was only processed 1/3/2023 not on 12/30/2022 as stated in their response.

   

  Sadly I will not believe that they have actually processed the refund until it is sitting and cleared back in my account.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/06/2023

  On 01/05/23, Brilliant Earth contacted the customer to verify their mailing address. In accordance with our policy, we will be issuing a refund for their bankwire purchase in the form of a check. The check will be mailed within the next 7 to 10 business days. The customer has indicated that this resolution will satisfy their complaint.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18654779
  
  Per my last response I am unwilling to close out this case until the refund is received and processed. In this case that means receiving the check AND having my financial institution clear the check. After this has happened I will be more than happy to accept the business' response and close out this complaint. Unfortunately, the business' previous actions have damaged my trust in them to this level.

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

• Initial Complaint

  Date:12/27/2022

  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 bought an engagement ring for my fianc and it has lost 3 diamonds in 11 months. He works from home and hardly wears it. Im so incredibly disappointed at spending **** dollars on a ring that is literally falling apart. I already had it fixed once and after the 3rd time, Im not accepting a simply fix. I want a more long term solution, such as a full replacement for a different item. Additionally, we are an interracial homosexual couple that is not receiving fair treatment. BE favors heterosexual couples and white women in particular. I have several friends who have had positive experiences with the company for similar issues, and all are white women. My fianc, the owner of the ring, is a black man and is not being treated fairly. I am requesting a full refund.

  Customer Answer

  Date: 01/04/2023

  I am writing to close this case with the company Brilliant Earth. The issue has been resolved after my communications with the company. Please let me know the steps for doing that.

  
  Thank you,

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