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:12/26/2022

  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 placed and paid for a phone order on 11/23/22 because I needed a larger ring size than was available on the website. I was told a **** ring size would be $50 extra. I paid in full. On 11/26 I received a notice saying I had to pay an additional $50 plus tax for the ring size I ordered. I was told the original specialist didnt charge me correctly. I paid the additional amount. I received my ring on 12/9. It was not a size **** as I had paid for. I returned it in person to the ******* store on 12/11. They confirmed it was not ****. I also noted I wanted to upgrade to a larger gemstone. I was issued an email receipt with a note that a gem specialist would call me to discuss. On 12/16 I noted that new gemstones were available online. I called the ***** number and asked which of two options would fit my ring. The specialist offered to put both gems on hold until a different specialist could call me back. She asked for the stock # on the website for each gemstone. I noted that they were immediately pulled from the website as being sold after she did this. She said I would receive a call within 24 hours. After 36 hours passed, I called back on 12/17. The specialist I spoke with again asked for the stock #, which I had only because I had taken a screenshot. I selected the gemstone I wanted of the 2 they had put on hold. I was told someone would call me back within ***** hours. I called back the morning of 12/22 after no phone call. I again inquired about the status of my ring. The specialist told me that she was trying to read the notes. She then informed me the gemstone had put back into stock and was purchased by someone else because my order was never processed. I noted that I wanted a full refund since they were unable to deliver on my order. I was told it would take ***** hours for a manager. On 12/26 I called and asked to speak with a manager. I again requested a full refund. After waiting for 25 minutes with a specialist, I was hung up on.

  

  Business Response

  Date: 01/03/2023

  The customer ordered an engagement ring from **************** on 11/23/22 in a size ****. On 12/09/22 the customer received their order. On 12/11/22 the customer dropped off their order at **************** to be resized to a **** as it measured as a size 9. On 12/16/22 the customer reached out to **************** to request an exchange on their center stone and on 12/17/22 the customer called back to place their selected stone on hold. On 12/22/22 The customer contacted **************** and was informed that the center stone was unavailable. On 12/27/22 Brilliant Earth reached out to the customer and the customer informed **************** they would like to return the order for a refund; within the standard 30-day return period. The customer has stated they will consider the complaint satisfactorily resolved once they receive their refund.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18641642
  
  I am rejecting this response because:

  While I am glad Brilliant Earth finally acknowledged this refund request and that it was made within the 30 day return window, this response is not forthcoming with all of the facts as Brilliant Earth still tried to ship me a new ring against my repeated requests for a refund that have been documented via email with a supervisor (documentation attached). While I refused shipment of this unauthorized shipment, it remains in my local area at a ***** distribution center and thus my refund is not processing. See link to this ***** shipment: *******************************************************************************************************;

  My first attempt at requesting a refund was earlier than the company notes. During my call on 12/22 I noted that I wanted a refund if they sold the gemstone to someone else. I was told someone would call me back within ***** hours. When I didn't receive a call back by 12/26, I called again and again asked for a refund. The customer agent said she could not process refunds and needed to wait for a supervisor. I waited with her for 25 minutes and then was abruptly hung up on. I called back immediately, spoke to a different customer agent who said a supervisor tried to call me and my phone wasn't working. I noted that was false given that I was talking to him on said phone. I noted that I needed to speak to a supervisor before the end of the business day or I would be filing this BBB claim and disputing it with my credit card company, as this was my third attempt to get a refund. When I did not receive a call back, I proceeded with both actions.

  On 12/27 at 8:31 AM a supervisor called and left a message and then sent a follow up email. Neither the voicemail or email acknowledged my refund request. I responded within 45 minutes repeating that I wanted a refund. I received no response.

  On 12/28 at 9:08 AM I sent a follow up email asked for confirmation that my refund was being processed. The supervisor responded at 9:10 AM, did not acknowledge this request and said she wanted to discuss the issue on the phone. I replied at 9:20 AM noting that there was nothing to discuss except the processing of my refund. When she did not reply, I filled out their "call back request form" at 10:33 AM she sent me and noted in the comments I would only speak on the phone to expedite the processing of my refund. At 5:58 PM, I received a notification email from ***** that Brilliant Earth had sent me a new package (this was also followed by an email at 10:17 PM from Brilliant Earth noting they were sending me a new ring). At 6:14 PM I emailed the supervisor on the same thread noting that they were sending me a new ring against my wishes and after repeated statements that I wanted a refund. I noted that if they moved forward with shipping it, I would be refusing delivery when it arrived. I also notified my credit card company of this development, as they were already working on this dispute. They instructed me to keep documentation of everything.

  On 12/29 at 8:25 AM, the supervisor responded to my email apologizing and noting "You will not be receiving the order" and said she was working on the request. She again asked to speak with me and I reminded her in my reply that I had previously filled out their online ****** form noting my availability the day before. I received a call from the supervisor at 12:18 PM. She asked how she could turn my experience around and I noted that I wanted to do no further business with Brilliant Earth and just wanted my refund. She then noted that she had seen a review on a wedding website I had written giving the company 1 star--she asked what she could do to get me to change that to 5 stars. I noted that I would not be changing my stars as other potential customers deserve transparency behind Brilliant Earth's treatment of customers. She then asked if I would at least consider deleting the entire review completely. I again declined. She then asked if issuing a refund would resolve this complaint with the BBB. I noted it would when my credit card company notified me that this charge had been refunded in full. This was the first time Brilliant Earth acknowledged my repeated refund requests. She said it would take **** business days for my refund to process and likely would not occur until after the holiday weekend. I sent an email at 12:57 PM factually summarizing what we discussed. The supervisor responded to that email and noted "To confirm we will process the return when we receive the item".

  On 12/30, despite assurances from the supervisor, ***** still attempted delivery of the new ring. I notified the ***** delivery agent that I would be recording the exchange with our doorbell camera to document that I had refused the package. As of 1/4, the tracking number from ***** shows that the package remains at my local ***** distribution center. To my knowledge, the processing of this refund has not begun as, per the quote from the supervisor above, the refund would be processed when they received the item.

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

  

  Business Response

  Date: 01/06/2023

  On 12/29/22, Brilliant Earth contacted the customer regarding their return and the customer confirmed that receiving a refund would adequately address their complaint. On 12/29/22, Brilliant Earth received notice that the customer disputed charges for their payment to Brilliant Earth with their financial institution. The customers returned item is expected to be received back to Brilliant Earth by 1/9/23; pending any unforeseen delivery delays. Brilliant Earth will accept the charge dispute as a substitute for a standard refund once the customers order is received. This action successfully resolves the complaint.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I received a similar notice via personal email earlier today at 11:41 AM CST, after I had already received a notification from ***** that the aforementioned package was signed for and received back by Brilliant Earth this morning (1/6/23) at 9:34 AM EST. Thus, the ring I did not want and told them not to ship is already back in their possession.

  As has been noted throughout my responses, Brilliant Earth positions their statements to paint themselves in the best light without acknowledging any of their shortcomings or failures in customer service operations--case in point, they noted in their original response that they acknowledged my refund request on 12/27 (but actually didn't until 12/29) and yet still sent me a new ring anyways on 12/28 (the one I refused delivery of on 12/30) which they now point to being the reason I haven't received my refund yet. Very convenient for them. The current A+ rating for this company is deceptive, as the last several months of historical complaints all center around similar patterns of non-responsive customer service that try to ignore or sidestep the truth. Brilliant Earth should spend more time and money fixing their backend operations, not trying to buy off customers to change their reviews to 5-stars because they keep messing up.

  For what it's worth, the original wrong-sized ring was beautiful even if the stone was smaller than expected; it was devastating that I spent so much time finding the right one with my fianc and taking painstaking measures to ensure I sized my finger at local jewelry stores, only to have that special moment ruined out of the box. For a company specializing in rings--and engagement and wedding rings at that--it's appalling seeing other complaints that they make so many in the wrong size--not ordered wrong but made wrong. I could have spent 10x what I did on my ring. I'm so very glad I didn't with this company.

  Future potential buyers reading these complaints should beware of what you may get yourself into if something needs to be fixed or you need to make a return. I loved everything this company said it stands for and everything they showed on their website. I have hated every part of the experience since.

  I will accept the last response on the good faith that Brilliant Earth will follow through as noted to accept the dispute already in process with my credit card company. 

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

• Initial Complaint

  Date:12/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my wifes engagement ring and wedding band from Brilliant Earth. It was very obvious that I should had gone another direction. The engagement ring order number was ********** and the total price was $3,951.13. After a short time, multiple diamonds fell out of the band, and just yesterday the band it self snapped completely. The wedding band is also warped and likely will break as well. The material used is very clearly not the best quality and subject to breaks. I wish I would had gone in a different direction. I would like a complete refund.

  

  Business Response

  Date: 01/03/2023

  The customer ordered an engagement ring from **************** on 1/8/20. The customer also purchased a wedding band on 6/21/20. On 11/04/20 the customer reached out to **************** with a repair need. The customer received the ring from repair on 12/21/20. On 12/26/22 the customer reached out to **************** with a second repair request for their engagement ring as well as a ************ on their wedding band. Brilliant Earth offered to have the rings sent in 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. The customers return/exchange policy ended on 2/16/20 for their engagement ring and on 8/24/20 for their wedding band. Brilliant Earth continues to be open to assisting the customer with any service needs for their rings.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18640626
  
  I am rejecting this response because:
  
  The information provided by the business is not accurate. The business told me the ring is beyond repair and they will not replace the ring. The business then said they would give me $100 for metal recycling that could go towards a replacement ring. That would not cover the repair costs. 
  

  At this point, I have given this company $6000 roughly. I want a refund as it is the only appropriate response for a product that was severely sub par and low quality. 

   

   

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

  

  Business Response

  Date: 02/22/2023

  The customer ordered an engagement ring from **************** on 1/8/20. The customer also purchased a wedding band on 6/21/20. On 11/04/20 the customer reached out to **************** with a repair need. The customer received the ring from repair on 12/21/20. On 12/26/22 the customer reached out to **************** with a second repair request for their engagement ring as well as a ************ on their wedding band. Brilliant Earth offered to have the rings sent in 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. The customers return/exchange policy ended on 2/16/20 for their engagement ring and on 8/24/20 for their wedding band. Brilliant Earth continues to be open to assisting the customer with any service needs for their rings.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18640626
  
  I am rejecting this response because:
  
  The business left out a major component in their response. Before I made a complaint here, I called brilliant earth and I was told that they could not complete a repair. They said I would have to pay for the inspection, and that they would give me a $100 credit to recycle the rose gold material. The company said that this $100 could only be applied to a new purchase. 
  

  I spent roughly $6000 with this company between the two rings and repair. 
  

  The only justifiable mediation is a refund for the broken ring. 

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

• Initial Complaint

  Date:12/23/2022

  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.

  We purchased a 14K rose gold luxe ******* ring on 1/5 and we received it on 1/19 with crooked prongs that didnt hold the diamond securely. We contacted BE with these concerns and returned the ring for resize and repair. BE assured us that it would be repaired. When we got the ring back, the diamond was STILL not secure in the prongs leaving the diamond crooked in the setting. We contacted BE to advise them as this was extremely upsetting given the $5780 we spent on the ring. We expected *************** to do their job correctly. But since this was not the case, the ring was still not able to be safely worn. BE apologized at that time and said that given the situation, the best solution they could offer would be to allow an exchange of the current setting outside the exchange period for a setting of equal or lesser value. I accepted this offer, confirmed the process for this and communicated the chosen setting to swap- luxe joy halo ring rose gold 3/8 ct. I was assured that this new setting would hold my diamond securely and that everything had been notated on my account and I would not have any problems. However, since I sent my ring in for repair on 12/1, I have had nothing but problems with BE honoring their offered resolution. Once my ring was in their possession, BE claimed that nothing had been notated on my account. After not receiving 3 promised calls from managers when I requested an escalation of this case, I was instead offered a metal credit of $250 (for a $1850 setting) which I refused. It was increased to $925 or an offer of additional repair. They ALREADY failed to repair it once, why should I trust that a second repair would be successful. Since its due to the neglect of BE and its shady practices that put us in this situation to begin with, a metal credit of only half the cost of the original setting is insulting when an exchange was already approved. I want BE to stand by their word and for my originally offered exchange compromise to be honored.

  

  Business Response

  Date: 12/31/2022

  The customer ordered an engagement ring from **************** on 1/5/22 in a size 7. On 2/9/22 The customer requested to resize their ring to a size 6.5. Brilliant Earth received the ring on 2/15/22 and delivered it to the customer on 2/24/********/**/**, the customer called in and requested to have their ring evaluated for repair and for metal credit options for a potential exchange on their setting. The ring was received on 12/06/22. On 12/8/22, Brilliant Earth informed the customer of their metal credit and repair options and the customer rejected the options provided. On 12/16/22, Brilliant Earth offered an increased amount of metal credit towards a new setting, and the customer declined the offer. On 12/29/22, **************** agreed to allow an exchange outside of our standard policy for a Luxe Joy **** engagement ring in a size 6.5, 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.

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by Brilliant Earth in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/23/2022

  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 ordered a $1,850 wedding band (Zenith ring) on Aug 5, 2022. The ring arrived on Aug 16, 2022. Upon unboxing, I observed blemish on the sides of the platinum ring, and then the next morning I called to report these issue to Brilliant Earth (****). I was informed that I should bring the ring to the nearest showroom to be better assisted on this matter. I informed the **** associate that I wanted the ring REPAIRED to get rid of the blemish and RESIZED. Incompetence across the board - little did I know I was being roped into a process that would eventually cost me the initial value of the ring because the ring, in fact, couldn't be resized due to its unique structure, yet **** presented repair as a resizing without informing me that the ring would be replaced with a new ring. I was never informed that the **************** policy would virtually be useless for my ring. Jewelry specialists are involved in the repair process, and I was never informed about this unique situation. Otherwise, I would have asked for a refund during the return period. WHY WOULD I BUY A RING WITH AN INSURANCE POLICY THAT IS VIRTUALLY UNUSABLE? After several months of back and forth regarding a new resizing request in Nov 2022, I was informed TODAY (Dec 23, 2022) that the ring cannot be re-sized because of the nature of the ring and I have 2 options: (1) **** keeps the ring and issues me a $335 credit for future purchases OR (2) the ring is returned to me. The customer service at **** thus far has been staggeringly incompetent - both in-person and by phone.In-person: ********* - **** associates shipped my ring (Nov 2022) without knowledge of what the Extend policy actually covered. By phone: Two weeks following shipping, **** associate informed me that the only update to my account info was on Aug 17, 2022. I will absolutely NOT support this company or recommend this to ANYONE. Why not provide quality service? They'd make more profit through competence and consistency.

  

  Business Response

  Date: 12/31/2022

  The customer ordered an engagement ring from **************** on 8/5/22 in a size 7.5. On 8/16/22 the customer reached out to **************** to set up repair and resize their engagement ring to a size 7. Their ring was delivered on 11/2/22. On 11/21/22 the customer dropped off their ring for a second resize to a size ****. On 12/23/22 the customer was offered metal credit for their ring. Due to an error, the price was quoted incorrectly. The customers Extend policy covered the cost of the resize. On 12/29/22 Brilliant Earth reached out to the customer to advise the order was in production and has an estimated delivery date of 01/06/22 and we are pending the customers reply.

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18635720
  
  I am rejecting this response because:

   

  What does "due to an error, the price was quoted incorrectly" actually mean? What was the actual price? This was not discussed during the call on 12/29/22. No actual reason why the only option bring a $335 metal credit and keeping the ring was actually discuss aside from the excuse that the ring is out-of-policy. DID Extend actually cover to resizing, or not? You still haven't made that clear to me. The communication between from B.E. has been unclear from Day 1. 

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

  

  Business Response

  Date: 01/06/2023

   On 01/04/23, Brilliant Earth contacted the customer and confirmed that their Extend Warranty will cover their resize. The estimated delivery date for the order is 01/06/22. The customer indicated they consider the matter satisfactorily resolved.

  Customer Answer

  Date: 01/06/2023

  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:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring in August 2022. I proposed over labor day weekend this year. Two days later an accent stone fell out. We sent it to get repaired for free. It took 3 weeks. We got it back and less than a week later another stone fell out. We sent it out to get fixed again. It has currently been in their hands for over 50 days as of 12/19/22. Their customer support is barely more helpful than if I had just talked to myself. They have also said the ring was going to show up as early as 12/2/22 which has not been the case. My fiance would like to return the ring so we no longer have to do business with this company but their 30 day return policy won't let us. The ring has not been in my possession for 30 days as it's been back at brilliant earth for repairs the vast majority of the time since the purchase.

  

  Business Response

  Date: 12/27/2022

  On 07/28/22 the customer ordered a **** Carat Oval Lab Diamond set with an 18k White **** Versailles Ring. The customer received their order on 08/12/22. On 09/12/22 the customer reached out to **************** with a repair need. The customer received their order from repair on 10/04/22. On 10/30/22 the customer reached out to **************** with a second repair need. Brilliant Earth received the ring on 11/07/22. On 11/09/22 the customer accepted the repair option to remake the ring at no cost. On 12/16/22, the customer contacted **************** to request a return outside of our standard policy. As stated on the Brilliant Earth website, customers have a 30-day return/exchange policy.  The customers policy for a return ended on 09/10/22. The customers repair order was delivered on 12/24/22.  Brilliant Earth continues to be open to assisting the customer with any future service needs for the ring.

• Initial Complaint

  Date:12/12/2022

  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.

  My husband is in the process of doing a diamond ring upgrade. We ordered the new diamond /ring on 11/6/22. It is a **** lab created oval diamond with a platinum freesia setting. The cost original cost is $9363.38. We were told we would be contacted about the new price when the original ring credit was applied. We never received a call. My original ring was delivered on 11/29/22. My husband had to call for an update and for whatever reason only the metal credit had been applied and not the diamond credit. We were told a manager would call in 24/48 hours. No one called during that time frame. We called again to speak to a manager. Again we were told the same thing. ********** from the ** office finally called and claimed everything was ready and that the diamond credit just needed to be applied and she would take care of that. We have heard nothing for 3 days. Called again and now no invoice is available. Was told via email by ****** that now we are assigned a new manager. This company now has my old ring and my new ring and no one will help us complete this situation

  

  Business Response

  Date: 12/21/2022

  On 05/08/2016 the customer purchased a **** Carat Oval Natural Diamond set with an 18k White **** Odessa Ring. On 11/16/22 The customer placed an order to upgrade their order to a **** Carat Oval Lab Diamond set with a Platinum Freesia Ring. On 12/02/22 Brilliant Earth reached out to the customer to discuss their order. On 12/10/22 The customer called in with further questions on their order and Brilliant Earth assisted the customer with their questions. On 12/13/22 The customer called and made their final payment on the order. The order has an estimated delivery date of 01/02/23. On 12/20/22 Brilliant Earth reached out to the customer and the customer agreed that delivery of the order will satisfactorily resolve the complaint. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18562500
  
  I am rejecting this response because: we called more than the documented time in the response. We also escalated the situation with no call from a manager. We did not the delivery date was okay and the drier date has changed to 1/4/23
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/24/2022

  On 05/08/2016 the customer purchased a **** Carat Oval Natural Diamond set with an 18k White **** Odessa Ring. On 11/16/22 The customer placed an order to upgrade their order to a **** Carat Oval Lab Diamond set with a Platinum Freesia Ring. On 12/02/22 Brilliant Earth reached out to the customer to discuss their order. On 12/10/22 The customer called in with further questions on their order and Brilliant Earth assisted the customer with their questions. On 12/13/22 The customer called and made their final payment on the order. On 12/23/22 the order was updated for an estimated delivery date of 12/30/22. The customer has agreed that delivery of their order will satisfactorily resolve the complaint.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18562500
  
  I am rejecting this response because: no one in the company could confirm that the package would arrive on 12/30/22. **************** had no documentation of this. The only person who said this was *********************. She said we had her word it would arrive on the 30th. Guess what, it never did. Package has not been delivered yet. We have no idea if they sent the correct item or if it will even arrive. Company has continually delayed and lied. I have emailed to show as well if needed. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/06/2023

  On 12/30/22, Brilliant Earth contacted the customer to inform them of shipment delays due to inclement weather. On 01/03/23, Brilliant Earth provided the customer with the tracking number for their order and the order was delivered 01/05/22. The customer has indicated that the delivery of the order satisfactorily resolves the complaint

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18562500
  
  I am rejecting this response because:we were not told it was due to weather problems. ********************* stated that she was told everything was fine up until it wasnt.  It was a false promise. It was misleading oral promises. Brilliant Earth swears they provide excellent customer service and they dont. We never left agreed we would find resolution just that I needed the job done because we paid for a product. We also never received our gift for our trouble despite the claims that we would. This company lies. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2022

  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.

  Ordered a size 6.5 engagement ring. Company sent a size 4. Our once in a lifetime moment is ruined and nothing can be done about that. Though they offered to expedite the resizing itll still be a couple weeks. So not only is my moment ruined that we can never get back but now I have to wait for my ring? This is a dishonest and greedy company who cant even send out the right size. We decided on a refund because we dont want to support a dishonest business. Now we will see how long the refund takes.

  

  Business Response

  Date: 12/13/2022

  On 11/18/22 the customer placed an order for a **** Carat, Round, Lab Diamond set with an 18K White **** Four-Prong Petite Comfort Fit Ring. On 12/06/22 the customer dropped off their ring with **************** for a resize. On 12/07/22 Brilliant Earth reached out to the customer. The customer requested a refund. **************** is processing the order for a refund. The customer will receive their refund within 7 to 10 business days. The customer has stated that receiving the refund will satisfactorily resolve their complaint.

• Initial Complaint

  Date:12/06/2022

  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 reached out to Brilliant Earth during the first week of September 2022 about needing repair service on my engagement ring. When I spoke with the phone agent, she told me I could either drop my ring off for repairs at a local office or I could send it in. I opted to send it in because at the time, I was not able to make the drive to the local office. Brilliant Earth had my ring for almost two months and they charged us $300 for the service, even though I had insurance on the ring. When I finally received it back, the ring was not repaired. All they did was polish it and clean it, but didn't actually complete the repairs. We called and complained, and they told us that would we need to ship it back to have it looked at again. I told them that at that point, I did not trust *************** and wanted to take it to the local store. ***************************, a "Customer Experience Assistant", REFUSED this, claiming that if I wanted this rectified I HAD TO send it in. I tried to get it repaired locally (well aware this would void the warranty, but that is how much I don't trust Brilliant Earth) but the jeweler didn't have the equipment to repair it. I finally broke down and sent it back, but I told **** that my ring HAD to be back before December 16th because that is when we will be leaving for our honeymoon. She fed me a line about not being able to guarantee this, and I told her that considering the disservice we've been done, that yes she could. It is a matter of expediting the repairs and using priority shipping. I also required a refund for what we paid for the repairs, because they were clearly not done. While I did receive my refund, we just found out that ****, despite being told several times what our address was and where to send it to, SENT IT TO THE WRONG ADDRESS. Now, it has to go back to the Brilliant Earth office before it can come to my home. I want my engagement ring delivered TO ME by December 16th. I don't care how.

  

  Business Response

  Date: 12/13/2022

  On 11/25/20 the customer placed an order for a **** Carat, Round Lab Diamond set with a Platinum Petite Luxe Twisted Vine Lab Diamond Ring (1/4 ct. tw.). On 09/06/22 the customer reached out to **************** with a repair need. On 10/17/22 the customer received their ring. On 11/04/22 the customer reached out to **************** with a second repair need. On 11/15/22 Brilliant Earth received their ring for repair. On 12/01/22 Brilliant Earth shipped the ring to the customer. On 12/06/******************* successfully recalled the shipment and received it on 12/08/22. On 12/13/22 the ring is being reshipped to the customer at their requested address. They will receive it on 12/14/22. The customer stated that receiving their ring before 12/16/22 will satisfactorily resolve the complaint.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18531730
  
  I am rejecting this response because: the ring has not been delivered. Additionally, the business response implies that I am to blame for their negligence. I will only mark this closed and that I am satisfied once the ring has been delivered. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/17/2022

  On 11/25/20, the customer placed an order for a **** Carat, Round Lab Diamond set with a Platinum Petite Luxe Twisted Vine Lab Diamond Ring (1/4 ct. tw.). On 09/06/22, the customer reached out to **************** with a repair need. On 10/17/22 the customer received their ring. On 11/04/22 the customer reached out to **************** with a second repair need. On 11/15/22 Brilliant Earth received their ring for repair. The customer received the ring on 12/14/22 and reached out to Brilliant Earth with further concerns. On 12/16/22 Brilliant Earth reached out to the customer and the customer agreed to send their ring in to be remade. As a courtesy, Brilliant Earth will remake the ring at no cost to the customer. The customer has indicated that the remake of their ring will satisfactorily resolve the complaint once the order is received. 
  
  
  

  Customer Answer

  Date: 12/22/2022

  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. However please note that this took 4 months to get rectified and at no point was it my fault. We will never do business with Brilliant Earth again. 

   

  Regards,

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

• Initial Complaint

  Date:12/05/2022

  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.

  This review is based on the entirety of Brilliant Earth as a company. We purchased an engagement ring in August. When we received the ring, it was the wrong size and the stones were loose. We sent the ring back to fix, which they considered an "exchange" despite the fact that it was their wrong doing. We received the ring back, in the wrong size again. The ring looked fine so we kept it, 2 days later a side Diamond fell out. We sent the ring back for repair! When we received the ring again, still of course in the wrong size, the stones seemed loose and the prongs did not look secure, I let BE customer support know. We were assured that the ring passed their "quality inspection" and would not be needing repair again. 1.5 months later, the side ******* has fallen out once again. Their rings cannot hold up for simply wearing the ring a few hours a day, which is unacceptable because an engagement ring should be worn daily.. Customer support was not helpful and offered us a "metal credit" which actually values the ring less than what it was when purchased. We are requesting a full refund. We are owed $2,463.75. This company is a scam that does not provide quality jewelry and they do not stand by their work. I will continue escalating this issue until all former and future BE clients are aware of their faulty products and unhelpful customer service.

  

  Business Response

  Date: 12/13/2022

  On 08/03/22 the customer placed an order for a **** Carat, Round Natural Diamond set with an 18k Yellow Gold Cometa Diamond Ring. On 09/02/22 the customer reached out to **************** to set up an exchange for the diamond to a **** Carat, Round Natural Diamond set with an 18k Yellow Gold Cometa Diamond Ring. On 09/28/22 the customer received their ring. On 09/29/22 the customer reached out to **************** with a repair need. On 10/11/22 the customer received their ring. On 10/12/******************* reached out to the customer about their ring. **************** offered to assist the customer with their concerns and offered to work with them on a repair evaluation. The customer wanted time to consider the offer. On 12/03/22 the customer reached out to **************** and requested a refund. On 12/06/22 Brilliant Earth reached out to the customer. On 12/07/******************* offered to work with the customer on their repair issue. The customer requested a refund. On 12/08/******************* agreed to allow a refund of the order outside of Brilliant Earths policies. The customer will send their ring in and receive a refund within 7 to 10 business days. The customer has stated that receiving the refund will satisfactorily resolve the complaint.

• Initial Complaint

  Date:11/28/2022

  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.

  My husband purchased my engagement ring in October of 2020 for $6,186,40. On 11/12/22 two of the diamonds fell out due to the band breaking. Nothing was done to the ring that would cause that to happen. I just woke up and it was broken. We immediately contacted Brilliant Earth and they said they would look at it to review whether it was a manufactured defect or not. They are saying that the band broke from wear and tear and there is nothing they can do except replace the band for $1,298.11. This should be a manufactured defect that caused the band to break because nothing was done to the ring that would cause this to happen.

  

  Business Response

  Date: 12/05/2022

  On 10/15/20 the customer placed an order for a **** Carat Oval Natural Diamond set with an 18k ******************************* On 11/13/22 the customer reached out to **************** with a repair need.
  On 11/17/22 Brilliant Earth received the order for a repair. On 11/30/22 Brilliant Earth reached out to the customer about their repair. On 12/01/******************* offered to repair the ring at no cost to the customer. The customer agreed that the repair would satisfactorily resolve the complaint.