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 LLC

  3332 Cadys Aly NW Washington, DC 20007

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:11/19/2022

  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 a 18K carat white gold diamond engagement ring on Jul 23, 2022 and we received it on August 8th with a slight scratch on it . Only after 2 weeks of wearing it, the ring turned yellow. We contacted Brilliant Earth to advise them as this was extremely upsetting and totally unexpected as we spent $3,713.69 taxes included for the ring. Brillant Earth admitted that this was an issue. (Pls note that my wife has other white gold rings that she wears on a regular basis and in 25 years they never changed colors). We returned the ring by ***** and they plated the ring. We received the ring several weeks later and once again after wearing the ring for only 2 WEEKS, the same thing happened again, it changed colors to a grey yellowish tint. We recontacted Brillant Earth again but this time asking for a full refund as this obviously is NOT what was promised as per advertised on their website. FALSE ADVERTISEMENT. This situation is stressful and especially for newly weds. Brillant Earth refuses to refund us. We are asking for a full refund for a item that is falsely advertised and is not what is promised by the compagny. Buyer please be aware.

  

  Business Response

  Date: 11/26/2022

  
  On 07/23/22 the customer placed an order for a **** Carat Round Lab Diamond set with an 18k White **** Petite Demi Ring. On 09/08/22 the customer reached out to **************** to set up a repair need. On 10/06/22 the customer received their ring. On 11/19/22 the customer reached out to **************** with a second repair need. On 11/21/22 Brilliant Earth reached out to the customer and offered an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing alternate solutions with the customer.

  Customer Answer

  Date: 11/27/2022

   
  Complaint: 18439683
  
  I am rejecting this response because: Following my phone conversation with *********************** on Nov. 21st 2022, I requested a full refund and she said she would speak with upper managment and get back with me promptly. I emailed *********************** on two occasions for a follow up on Nov. 24 th & Nov 25th and still no follow up or response from ***********************. 

  I purchased a ring which turns out to be a fake gold ring and therefor I expect a full refund. 

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

  

  Business Response

  Date: 11/30/2022

  On 07/23/22 the customer placed an order for a **** Carat Round Lab Diamond set with an 18k White **** Petite Demi Ring. On 09/08/22 the customer reached out to **************** to set up a repair need. On 10/06/22 the customer received their ring. On 11/19/22 the customer reached out to **************** with a second repair need. On 11/21/22 Brilliant Earth reached out to the customer and offered an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing alternate solutions with the customer. On 11/29/******************* reached out to the customer again to discuss alternate solutions such as a repair or an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing solutions with the customer.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18439683
  
  I am rejecting this response because: They have not offered anything different then what had already been offered on the two previous conversations. The fact of the matter is that they sold an extremely poor quality non-gold ring which now has turned grey in color. 

  I will not accept anything other than a full and complete refund.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/05/2022

  On 07/23/22 the customer placed an order for a **** Carat Round Lab Diamond set with an 18k White **** Petite Demi Ring. On 09/08/22 the customer reached out to **************** to set up a repair need. On 10/06/22 the customer received their ring. On 11/19/22 the customer reached out to **************** with a second repair need. On 11/21/22 Brilliant Earth reached out to the customer and offered an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing alternate solutions with the customer. On 11/29/******************* reached out to the customer again to discuss alternate solutions such as a repair or an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing solutions with the customer. The customer received an insurance appraisal with their purchase. Brilliant Earth has discussed the insurance appraisal with the customer and assured them that it accurately represents their purchase. The customer has continued to reject the solutions that Brilliant Earth has offered. Brilliant Earth is open to discussing solutions with the customer.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18439683
  
  I am rejecting this response because: ************* appraisal is useless and unfounded as it is the company (Brilliant Earth) itself who provides the document and signed by an employee of the said company. Anyone can make up their own appraisal & their own policies. I have the opinions of two well established jewelry outlets which have been in business for over 20 years and both confirm it is NOT a gold ring. It is recycled metal sprayed with silver coating The ring is now a greyish color. I have never seen grey gold in my life. 

   

  I request a full and complete refund. This company (Brillinat Earth) is not trustworthy and sells a fake product. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/10/2022

  On 07/23/22 the customer placed an order for a **** Carat Round Lab Diamond set with an 18k White **** Petite Demi Ring. On 09/08/22 the customer reached out to **************** to set up a repair need. On 10/06/22 the customer received their ring. On 11/19/22 the customer reached out to **************** with a second repair need. On 11/21/22 Brilliant Earth reached out to the customer and offered an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing alternate solutions with the customer. On 11/29/******************* reached out to the customer again to discuss alternate solutions such as a repair or an exchange outside of Brilliant Earths policies, for a Platinum Petite Demi Ring. The customer rejected this offer and **************** is open to discussing solutions with the customer. The customer received an insurance appraisal with their purchase. Brilliant Earth has discussed the insurance appraisal with the customer and assured them that it accurately represents their purchase. The customer has continued to reject the solutions that Brilliant Earth has offered. The customers policy for a return ended on 09/04/22. Brilliant Earth continues to be open to discussing the solutions that have been provided to the customer.

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18439683
  
  I am rejecting this response because: The ring purchased is not gold. for that reason alone, nothing less then a full refund is expected. Gold does not turn grey after weeks, months or years. Two local well established in business for over 20 years have confirmed the ring is not gold. I did not purchase recycled metal. 

   

  I expect a full refund.

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

• Initial Complaint

  Date:11/18/2022

  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 requested a refund within the allotted time frame, returned the rings, Brilliant Earth (BE, hereafter) accepted the rings, an agent of BE agreed to refund the rings, now BE refuses to refund the rings. 9/21/22 I ordered rings from BE. Unfortunately, Brillant Earth does not have a physical location where we live, so we had to go to a different store to get an idea of sizing prior to ordering. 9/30/22 - I received the rings. The rings were almost 2 sizes too large. (I have sent photos to reference). 10/3/22 - I called Brillant Earth to inform that the rings are too large. On the phone call, I told them we would need the rings by 11/8 because we were getting married on 11/11. The assistant provided a ring sizer to use. We used the ring sizer to order new sizes.10/6/22 - I contacted the assistant to send back the rings and order the correct ring sizes. 10/7/22 - BE assistant confirmed the ring order had been submitted and sent a return shipping label for the rings that did not fit. 10/21/22 - I contacted the BE assistant to check on the status of our rings. He said we should receive them by or around 10/28. 10/27/22 - I received the new rings. The rings again did not fit. Based on the amount of time it took to receive the replacement rings, I knew there was not enough time to resize again. I immediately contacted BE and requested a refund. The assistant told me 10/27 was the last day to request a refund so the timing was perfect. My fianc was out of town, I asked if we could have a grace ****** to see if his fit. BE did not agree to a grace ******, so I requested a refund for all rings. BE assistant sent a shipping return label and said he would process the returns.11/3 - BE received the rings. 11/10 - BE informed me that because they had not received the rings by 10/27, the would not issue the refund. It would have been impossible for them to receive the rings by 10/27 because that was the day I received rings.

  

  Business Response

  Date: 11/26/2022

  On 09/21/22 the customer placed an order for an 18k Yellow Gold 5.5mm Tiburon Wedding Band, size ****, an 18K Yellow Gold ***************** Esthetica Wedding Band, size 7.5, and an 18K Yellow Gold 1.5mm Slim Profile Wedding Band, size 7.5. On 10/06/22 the customer reached out to request a resize of the 18k Yellow Gold 5.5mm Tiburon Wedding Band, to a size 9.5, the 18K Yellow Gold ***************** Esthetica Wedding Band, to a size 7, and the 18K Yellow Gold 1.5mm Slim Profile Wedding Band, to a size 7. On 10/27/22 the customer received their order and requested a return outside of Brilliant Earths policies. On 11/10/22 Brilliant Earth reached out to the customer to discuss the policies and the customer requested a refund. On 11/23/******************* accepted the return which will satisfactorily resolve the complaint.

  Customer Answer

  Date: 11/27/2022

  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 - so long as I receive the refund in full.  As of 11/27/2022, I have yet to receive the full refund. 
  
  ****************************************************

• Initial Complaint

  Date:11/18/2022

  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.

  08/05/22 Purchased two wedding bands: Platinum Olivetta Diamond Ring and Platinum Apollo Diamond Ring. Total: $4,633.26. This is the second and third rings purchased from Brilliant Earth.08/18/22 Order ready for pick-up. Unable to pick up until 08/28/22.08/28/22 Picked up both rings.10/28/22 Dropped off Apollo ring for resize. Customer representative waives resize ******/09/22 Received email to discuss order.11/09/22 Called customer service representative. Says that ring cannot be resized, and only metal credit of approximately $400 can be refunded. Request for a higher-level rep to call back and explain in detail within 24 hours.11/14/22 Higher level rep calls and explains that ring cannot be resized due to tolerancing, and remake is the only option. Remake was already rejected, and only metal credit is available. I do not accept, and it was offered to speak to a manager to resolve the issue. The ring was never resizable; it was never explicitly explained during the purchasing process, nor on the website that the ring could not be resized. I aasked to speak to the manager immediately but was told the manager was unavailable and would call back within 24 hours. 11/18/22 Call from manger never received. I called Brilliant Earth customer service, and back to square one, same as on 11/09/22. Was told the remake was rejected again. Asked to speak to manager again, as they never called. Was told that a higher-level rep would call back within ***** hours.11/18/22 Filing a complaint with BBB. During the whole purchase process, it was never explained that the ring would never be able to be resized. If it was, then it would have swayed my decision to choose a different ring, for potential resizing in the future. The website also does not explicitly explain that the ring cannot be resized. While I understand now that certain rings cannot be resized because of tolerancing, it should be explicitly stated for each ring whether or not this is the case, as the company already clearly knows this information. When dropping off the ring for resize, they had no problem waiving the fee for resize even if slightly outside of the policy timeline. It only became a problem when they said it had to be remade. Looking beyond the resizing policy timeline, there seems to be a systemic issue with Brilliant Earth. Not only is the information missing from the website, the customer representatives also dont know which rings cannot be resized. This is information that should be presented upfront, as it plays a large factor in buying a forever ring. If they cannot be resized, why would they go through the process of sending them to the headquarters, only for the customer to be ring-less for a few weeks. Furthermore, if Brilliant Earth has a stringent policy for timelines, the customer shall expect the same from ****************. Again, this is the 3rd purchase from the company, and they have been late on every timeline they have given me. I have been patient, because of the product I have received in the end. After spending around $12,000 on purchases from Brilliant Earth, I would expect better customer service. The lack of effort to resolve the issue is unacceptable. I will be filing a complaint and dispute for the issue.

  

  Business Response

  Date: 11/26/2022

  On 08/05/22 the customer purchased a Platinum Olivetta Wedding Band, size 5.5 and a Platinum Apollo Wedding Band, size ****. They received their order on 08/28/22. On 10/28/22 the customer requested a resize for the Platinum Apollo Wedding band to a size 8. On 11/09/22 Brilliant Earth reached out to the customer and offered to provide metal credit for the ring as it is not be able to be resized. On 11/18/22 the customer rejected the offer of metal credit. On 11/23/22 Brilliant Earth offered to remake the Platinum Apollo Wedding band in a size 8 at no cost to the customer. The customer has stated that the remake of the ring will satisfactorily resolve the complaint.

• Initial Complaint

  Date:11/18/2022

  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.

  I placed an order with Brilliant Earth on 8/25 and picked it up on 9/27 After proposing to my fianc on 10/5, outside the **, my fianc noticed that the diamond was loose and there was a flaw in the ******* engagement ring. She did not wear the ring the remainder of the trip. I immediately visited the store for a repair on 10/18 when we arrived back to the country and expressed my concerns. We decided to exchange the engagement band for another band, to avoid running into the same issue. They shipped the ring off for repair for 3.5 weeks.As soon as the ring arrived on 9/8, I went to pick it up the same day. YET AGAIN, I found that the ring was defective. I rejected the ring as the circle was not perfect and presented a different shape very visible to the eye. Not just once, but TWICE, did brilliant earths quality control team let two defective rings slip through the crack. QC was willing to give us 2 defective rings that did not meet our expectations. It is the integrity of the business that I feel that has not been upheld because of their willingness to give TWO defective rings in a row. They said it would take another 3.5 weeks to repair the ring.Its been 7 weeks since *** proposed and my fianc has been without a ring for 6 weeks. Which honestly made this special moment really really disappointing. Ive been chasing their CS team for 2 weeks now. I finally was able to reach a manager and tried asking for a full refund because of two MANUFACTURE DEFECTS and they are denying me of it because its outside the 30 day return policy. I have only had the ring in my possession for 20, so how could this apply to me when both times it was a manufacture defect. They dont want to take accountability for their poor quality and service.

  

  Business Response

  Date: 11/26/2022

  On 08/25/22 the customer placed an order for a 2.8 Carat Round Lab Diamond set with an 18k Yellow Gold ******* Ring. The customer picked up their order from the **************** showroom on 09/27/22. On 10/19/22 the customer requested an exchange for the ring to an 18K Yellow Gold Demi ring. On 11/08/22 the customer rejected the 18K Yellow Gold Demi ring and requested a second exchange to the Luxe Anthology ring. On 11/10/22 the customer requested a return of their order outside of Brilliant Earths policies. On 11/15/22 Brilliant Earth offered a return of the 18K Yellow Gold Demi ring only and the customer rejected this offer. The customer stated they will only accept a return of the ring and the diamond. On 11/25/22 Brilliant Earth agreed to allow the return of the 2.8 Carat Round Lab Diamond set with the 18K Yellow Gold Demi ring. The customer has stated this will satisfactorily resolve the complaint.

• Initial Complaint

  Date:11/17/2022

  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.

  08/19/2022 Order #: ********** of an engagement ring for $11,791.55 CAD. The ring that was delivered, and the one I proposed with was the wrong size (confirmed by two other jewelers) and the band was missing a diamond. The proposal was tainted by Brilliant Earth's ("BE") mistake, however it soon become a nightmare. I returned the ring to BE on 09/15 for repairs and was informed that I would receive it by 09/30. No communication from BE and after numerous follow-up emails and calls, on 10/01 BE indicates that the ring failed quality control and was the incorrect size again and is delayed to 10/13. I asked for a refund on the band as we had no faith in the quality of the band or the size. I asked for the stone to be returned. This was confirmed and refund on the setting was received. BE indicates that the stone was on track for 10/13 delivery. After another round of follow-*** over two weeks, there was no information provided from BE. 10/26 I expressed over email the lack of communication, lack of delivery of product etc. 10/28 the loose diamond was received. 10/29 Spoke to BE and shared displeasure with process and requested refund given the horrible experience, delays and failures to communicate. BE employee agrees to refund outside policy and says they will send shipping labels, apologizes for our experience on phone and email. Labels received (confirmation 2022189677RT). 11/07 BE confirmed ***** received. 11/09 Fiance and I purchase a ring from a jeweler in ******* as refund was committed to of $9,362.05. 11/16 Call BE to inquire about the timing of the refund. BE indicates the diamond will not be refunded and is waiting in ******* at ******* we were never informed of this by BE. I speak with a manager who indicates that even though the BE employee agreed to refund the ring outside of policy on 10/29, she overruled it, said I can sell it on ******** marketplace!! ***** returned stone to BE on 11/16. We expect a full refund as promised to us by BE's employee 10/29.

  

  Business Response

  Date: 11/26/2022

  On 08/19/22 the customer placed an order for a **** Carat Oval Lab Diamond set with an 18k White **** Luxe Perfect Fit Ring, size ****. On 09/06/22 the customer reached out to **************** with a repair need. On 09/16/22 Brilliant Earth offered a no cost repair, and the customer accepted the repair. On 10/05/22 the customer requested a return instead of the repair. Brilliant Earth agreed to allow the customer to return the 18k White **** Luxe Perfect Fit Ring, size **** and the customer would have their diamond returned to them. On 10/29/22 the customer reached out to return the **** Carat Oval Lab Diamond outside of Brilliant Earths policies. On 11/11/22 Brilliant Earth returned the **** Carat Oval Lab Diamond to the customer. On 11/16/******************* reached out to the customer and explained the policies for their purchase. The last date to return or exchange the diamond was 09/30/22. On 11/17/22 the customer refused their shipment of the **** Carat Oval Lab Diamond from Brilliant Earth. Brilliant Earth will allow the return of the diamond which will satisfactorily resolve the complaint.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18432203
  
  Thank you for the response and commitment to receiving the returned diamond. Before we are able to accept the resolution we would like confirmation that a refund will follow and an approximate timeline of the refund. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/30/2022

  On 08/19/22 the customer placed an order for a **** Carat Oval Lab Diamond set with an 18k White **** Luxe Perfect Fit Ring, size ****. On 09/06/22 the customer reached out to **************** with a repair need. On 09/16/22 Brilliant Earth offered a no cost repair, and the customer accepted the repair. On 10/05/22 the customer requested a return instead of the repair. Brilliant Earth agreed to allow the customer to return the 18k White **** Luxe Perfect Fit Ring, size **** and the customer would have their diamond returned to them. On 10/29/22 the customer reached out to return the **** Carat Oval Lab Diamond outside of Brilliant Earths policies. On 11/11/22 Brilliant Earth returned the **** Carat Oval Lab Diamond to the customer. On 11/16/******************* reached out to the customer and explained the policies for their purchase. The last date to return or exchange the diamond was 09/30/22. On 11/17/22 the customer refused their shipment of the **** Carat Oval Lab Diamond from Brilliant Earth. Brilliant Earth will allow the return of the diamond. Brilliant Earth will refund the customer within 7 to 10 business days to their original form of payment which will satisfactorily resolve the complaint.

  Customer Answer

  Date: 11/30/2022

  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.
  

  We will expect the refund as detailed in the response.

  
  Thank you 
  
  *************************

  Customer Answer

  Date: 12/15/2022

  We accepted the proposed resolution on November 30th and received a note that we would have the refund in **** business days.

  
  Unsurprising, the company has failed to deliver on their timelines again.

  
  We need to re-open the file as we have not received the refund that was promised.

  
  Any assistance you can provide would be greatly appreciated.

  
  Thank you

  ****

  

  Business Response

  Date: 12/20/2022

  On 08/19/22 the customer placed an order for a **** Carat Oval Lab Diamond set with an 18k White **** Luxe Perfect Fit Ring, size ****. On 09/06/22 the customer reached out to **************** with a repair need. On 09/16/22 Brilliant Earth offered a no cost repair, and the customer accepted the repair. On 10/05/22 the customer requested a return instead of the repair. Brilliant Earth agreed to allow the customer to return the 18k White **** Luxe Perfect Fit Ring, size **** and the customer would have their diamond returned to them. On 10/29/22 the customer reached out to return the **** Carat Oval Lab Diamond outside of Brilliant Earths policies. On 11/11/22 Brilliant Earth returned the **** Carat Oval Lab Diamond to the customer. On 11/16/******************* reached out to the customer and explained the policies for their purchase. The last date to return or exchange the diamond was 09/30/22. On 11/17/22 the customer refused their shipment of the **** Carat Oval Lab Diamond from Brilliant Earth. As a courtesy to the customer, **************** allowed the return of the diamond outside of our standard policies. On 12/15/22 Brilliant Earth provided a refund to the customer to their original form of payment. On 12/20/22 Brilliant Earth contacted the customer and the customer confirmed that the matter has been satisfactorily resolved.

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased an engagement ring on 10/31/2022 order number ********** for $9,211.89. The ring was charged to my then-fiance's **************** credit card. On 11/8/2022 we decided that getting married was not the right thing for us and called and canceled the ring order. At that point, the person stated that I would receive a confirmation of the cancellation within 2 days with the money back on my card **** days after the cancellation.On November 11, 12, and 13 I called Brilliant Earth to say that I did not receive my cancelation verification. I was told that it could take up to 10 days for the cancelation to be completed. On the 13th, I asked to escalate the call and was told that there is no such process. I then asked that my call be recorded as an official complaint.I would like my downpayment of ~$4,600.00 returned to the credit care immediately.

  

  Business Response

  Date: 11/22/2022

  On 10/31/22 the customer ordered a **** Carat Round Lab Created Diamond set with a ************ Prong Luxe ******* Lab Diamond Ring and a Platinum Luxe Ballad Diamond Ring. On 11/08/22 the customer called to cancel the order and were informed that it would take 5 to 7 business days for a refund. The customer was refunded on 11/17/22. On 11/17/22 Brilliant Earth spoke to the customer and confirmed that the refund satisfactorily resolved their complaint.

• Initial Complaint

  Date:11/10/2022

  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.

  My fianc purchased a ring from Brilliant Earth in August and proposed on September 17th. He was told that a lifetime warranty came with the ring to include loss or damage to center stone. He purchased the ring in a size 7 and we made an appointment with BE to have my finger measured and the ring to be resized the following week. We dropped the ring off with ***** at the ** show room and waited for it to return. When I arrive to the show room to pick up my ring (**** fitting perfectly), I noticed that theres scratch marks on the bottom of the shank and uneven band. Mentioned to ***** who profusely apologizes and says that we can ship it out again for repairs I decline but inquire as to the warranty because of questionable reviews Ive seen online regarding their policy. She explains that the lifetime warranty my partner thought he had is for manufacturing/production issues and does not cover damage or loss of the ring at all. When she informs me of this, I purchase 5 years worth of Extended Warranty - this includes free repair for any damage done to the setting but still does not cover loss of ************ days go by and I notice a deep scratch/crack on the setting under the center stone. Brought the ring back to BE the following day, spoke to a manager about my issue, send the ring out for repairs again.*************** tells me that a high polish will fix the problem - I mention the uneven shank and they seem surprised. Apparently the manager failed to include this information for ***************. When a resolution is finally presented, a recasting of the platinum band is recommended. I agreed to it and wait. Yesterday, November 9th, my ring arrives recast in a **** and it does not fit. When I call BE to discuss, they tell me that I have to file a claim through Extend. I say that this doesnt make sense as its a manufacturing issue on BEs part - not wear and tear caused by the customer. Service rep says sorry but thats the option we have.

  Customer Answer

  Date: 11/18/2022

  Thank you so much for your expeditious response. 
  
  
  
  
  
  Thank you kindly and a happy holiday to you and yours!

  
  Best,

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

  

  Business Response

  Date: 11/19/2022

  On 06/07/22 the customer placed an order for a **** Carat Round Natural Diamond set with a Platinum **** Engagement Ring. On 09/22/22 the customer reached out to **************** to resize the ring to a size ****. They received their order on 10/06/22. On 10/12/22 the customer reached out to **************** with a repair need. They received their order on 11/09/22. On 11/09/22 the customer reached out to **************** with a second repair need as the ring was not the correct size. On 11/11/22 Brilliant Earth reached out to the customer to set up a call. On 11/17/******************* offered to address any repair needs and concerns the customer had with their ring. The customer has declined to work with **************** and has requested a refund of their Extend warranty to resolve their complaint. On 11/18/22 Brilliant Earth reached out to the customer again to confirm the refund of the Extend warranty. Brilliant Earth will refund the Extend warranty which will satisfactorily resolve the complaint.

  Customer Answer

  Date: 11/20/2022

  
  Complaint: 18389274
  
  I am rejecting this response because it is not truthful and honest. 

  Within the business's response, it is never acknowledged that the repairs needed are a result of their craftsmanship not being executed correctly which is the primary reason for refusal of repairs conducted by Brilliant Earth moving forward. As stated previously, after my first resize (9/22/22), my ring was returned (10/6/22) with an uneven shank, added platinum to the band which resulted in patchy sheen from added materials, and a suspicious crack/deep scratch under my diamond. I returned my ring to BE's showroom in *************, issuing a complaint with a manager to detail the work needing to be corrected again. My ring is returned to me on 11/9/22 sized incorrectly (at a **** plus and not center) and BE explains that because I purchased **************************** I have to file a claim even though this is clearly a manufacturing issue on BE's part. 

  Because I no longer trust this company, I took my ring to *************************************************** for a second opinion. Upon thorough examination, their jewelers have determined and demonstrated to me the extent of repairs needed on my engagement ring, totaling upwards of $500. My ring is sized incorrectly, the bezel surrounding my diamond is uneven, and there is platinum material on the surface of my diamond obscuring the quality. These are unacceptable findings for a freshly "repaired" ring. 

  After speaking with ********************* - a Customer Resolutions Manager - on Thursday, November 17th, I detailed these discrepancies and the explanations I received were inadequate. She went as far as to say that there is no way to guarantee what ring sizer set I was measured with which would explain the difference in size when the item was returned to me the second time (what an absolute joke!). She could also not comment on why there is platinum material on my diamond itself but can assure that this won't happen moving forward as she will personally oversee the work herself. As far as I am aware, Brilliant Earth's repair shops are in ******** and **********; how is ********************* going to oversee the work conducted when she is calling from **************? You've gotta work on some better excuses if this is the way you plan to operate, BE. 

  At this juncture, I accept the refund of my *************************** as a satisfactory resolution. As this has not been refunded to my account yet, I consider this to be unresolved until I am able to confirm that the refund has cleared my bank. 

  However, as stated to ************** (my representative at BBB), if it is determined during repairs that the platinum in my setting is anything less than 950, there are air bubbles in the shank from being recast, or any variances in my diamond that do not match my *** report, I will be filing another complaint with BBB and expecting a full refund of my setting and/or entire engagement ring from Brilliant Earth. 

   

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

   

  P.S. I would also like to see my very honest review posted on Brilliant Earth's website - As I am just one of the thousands who have made similar claims against BE over this past year alone, I feel that it is a disservice to other prospective buyers to exclude realistic customer reviews and experiences. 

  And one last note: Raising your voice to customers and being condescending are not respectable business practices, especially from a Customer Resolutions Manager. I do understand that you probably receive hundreds of calls exactly like mine in any given day, but that is not an excuse. Perhaps, if the quality of the product was executed correctly, BE could have more enjoyable conversations with their clientele. 

  

  Business Response

  Date: 11/26/2022

  On 06/07/22 the customer placed an order for a **** Carat Round Natural Diamond set with a Platinum **** Engagement Ring. On 09/22/22 the customer reached out to **************** to resize the ring to a size ****. They received their order on 10/06/22. On 10/12/22 the customer reached out to **************** with a repair need. They received their order on 11/09/22. On 11/09/22 the customer reached out to **************** with a second repair need as the ring was not the correct size. On 11/11/22 Brilliant Earth reached out to the customer to set up a call. On 11/17/******************* offered to address any repair needs and concerns the customer had with their ring. The customer has declined to work with **************** and has requested a refund of their Extend warranty to resolve their complaint. On 11/18/22 Brilliant Earth reached out to the customer again to confirm the refund of the Extend warranty. Brilliant Earth will refund the Extend warranty which will satisfactorily resolve the complaint. On 11/22/22 Brilliant Earth refunded the customer for their Extend warranty. The customer indicated in their response that this satisfactorily resolves their complaint.

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I am accepting my refund of the **************** satisfactory but please have it be known that the amount was refunded to the incorrect card. Brilliant Earth has refunded the insurance to my fiancs card and not mine. All good but again, further illustrates my point. 
  

  I also would like to note the lack of acknowledgment on Brilliant Earths part as to why I am not accepting repair services offered as they cannot explain the quality of repairs conducted to begin with. 
  

  And as I stated before - if ****** and *** detects that there are further manufacturing issues with the band and/or diamond during repairs, you will be hearing from me again. 
  

  As I stated in a personal email to BBB, I sincerely suggest that the Better Business Bureau takes a closer examination of how this company operates, their quality control, and the ethics of their claims. Upwards of $500 needed in repairs after just having received repairs? With no logical explanation or acknowledgment on their part? This isnt a simple transaction here - this is the most important purchase of most couples lives. 
  

  Best,

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

• Initial Complaint

  Date:11/10/2022

  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.

  Received engagement ring in March 2022. Lost a Diamond from the halo the first week I had it. Took it to the showroom in ********** to send it out for repair. I couldnt get ahold of Brilliant Earth and missed their phone call, they had the ring for 2 months before we got it back. A month goes by, then another Diamond falls out of the halo. I take it back to showroom, they send it out for repair again. I get it back and have it for 3 weeks and another Diamond falls out of the halo. I go back to showroom and beg for return. It gets denied and all they can do is repair it, so they ship it out for repair. I get the ring back after a month, and after 3 days another ******* fell out of the halo. I go back to showroom and beg for return because my wedding is coming up and I cant risk having the ring break again. I get lots of help and support from the showroom and they get a return approved on setting and we keep center stone. We have received the center stone in the mail but still havent received our refund. We have been waiting since 10/25/22 and the story changes every time on why we havent received the check yet. I went into the showroom to get an answer and she said I shouldnt receive the check any later than 11/9. Its now 11/10 and no check. We feel like were being robbed by this company and their very shady practice.

  

  Business Response

  Date: 11/19/2022

  
  On 11/27/21 the customer placed an order for a **** Carat Cushion Natural Diamond set with an 14k Rose **** Odessa Engagement Ring. On 05/18/22 the customer reached out to **************** with a repair need. They received their order on 07/08/22. On 08/29/22 the customer reached out to **************** with a second repair need. They received their order on 09/28/22. On 10/03/22 the customer reached out to **************** with a third repair need and requested a return on the Odessa Engagement Ring. On 10/14/22 Brilliant Earth reached out to the customer to confirm the return of the Odessa Engagement Ring outside of Brilliant Earths normal policies. The customer received their diamond on 10/21/22. The refund check was processed on 11/08/22. Brilliant Earth reached out to the customer on 11/12/22 and explained that the refund check had been shipped on 11/11/22. The customer received their refund check on 11/15/22 which satisfactorily resolved their complaint.

  Customer Answer

  Date: 11/20/2022

  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/08/2022

  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.

  I purchased an engagement ring, upon arrival I found that the *** report was incorrect and for a diamond completely different than the one I bought. I contacted support the same day that the ring was delivered and they assured me that the proper *** report would be sent to me. Fast forward to Tuesday of the next week and I still have no update on when the correct *** report will be sent to me. I contacted support again and they claim they'll send an update via email in ***** hours, I lack confidence that they'll get back to me in that timeframe which is why I'm here.

  

  Business Response

  Date: 11/17/2022

  On 10/27/22 the customer placed an order for a **** Carat *********************** set with an 18k White **** Petite Shared Prong Engagement Ring. On 11/03/22 the customer reached out to **************** to inform us that they had received the incorrect certificate for their diamond. On 11/11/22 Brilliant Earth spoke with the customer and the diamond certificate was shipped to the customer. The customer received their diamond certificate on 11/14/22. The customer stated that receiving their diamond certificate satisfactorily resolves the complaint.
  

• Initial Complaint

  Date:11/05/2022

  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.

  Company has not issued full refund for a return of close to $1200. They have the product that I have sent back to them but it has been over 2 weeks since they said they were going to process my refund.

  

  Business Response

  Date: 11/12/2022

  On 08/28/22 the customer placed an order for a Meteorite and Tungsten 5mm Magnus wedding band. The order was fulfilled. On 09/04/22 the customer reached out to **************** with a resize need. On 10/10/22 the customer reached out to **************** to cancel the resize order and return the ring. On 10/21/22 Brilliant Earth confirmed the return outside of Brilliant Earths normal policies. On 11/07/22 Brilliant Earth reached out again to confirm the refund. On 11/10/22 Brilliant Earth processed the refund which will satisfactorily resolve the complaint.

  Customer Answer

  Date: 11/13/2022

  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.
  
  Sincerely,
  
  ***************