Complaints

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

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  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth, LLC

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

• 

  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth LLC

  34 E Oak St Ste 2 Chicago, IL 60611

• 

  Brilliant Earth, LLC

  34 E Oak St Ste 2 Floor 2 Chicago, IL 60611-1231

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:11/03/2022

  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.

  in April we ordered a $**** wedding band we got it in May 3 days before our wedding it was a nice ring with baguet diamonds around it. after the first 30 days a stone fell out. we sent it in for service got it back in July later however the replaced ***** wasn't equal in height to the original. we had our reception in July sent it back in august they after two months I called no explanation was given for the delay. I got a call back a few weeks later asking if we would like them to remake the ring due to the issues (keep in mind in 5 months of ownership they have had this ring for 3 months of that time) end of October we get the ring it looked bad quality was poor the diamonds were not good and looked damaged. Called asked if we could just return it for a store credit to buy a different ring. We were offered metal credit so essentially; we would get about $300 for a **** ring this company can't make quality rings and won't stand behind their product. to have the ring in repair longer than the customer has had use of it is not ok to offer $300 for a $**** ring is BS. this company is dishonest and disreputable. Based on my experience I don't think that the ethically source their diamonds as they say because their business practices are unethical. and to keep this company as A+ their review scores are very low

  

  Business Response

  Date: 11/09/2022

  On 05/04/22 the customer placed an order for an 18k Yellow Gold Baguette Cluster Wedding band. On 06/18/22 the customer reached out to **************** with a repair need. The customer received a no cost repair. On 08/17/22 the customer reached out to **************** for a second repair need. Brilliant Earth received the ring on 09/02/22. Brilliant Earth remade the ring, and it was received by the customer on 10/26/22. The customer was unhappy with the repaired ring. Brilliant Earth reached out to the customer on 11/04/22 and the customer agreed to a return for store credit. The store credit will satisfactorily resolve the complaint.

• Initial Complaint

  Date:10/27/2022

  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 placed an order for a 18k gold, petite comfort fit, **** carat ring on 10/10/22. Expected delivery was 10/26/22. After speaking with someone on 10/25/22 they confirmed it had been delayed by one day and updated delivery was now 10/27/22. Confirmation was given on 10/26 that delivery would be the next day and I was provided a tracking number. I was then informed by ***** that the shipper had requested a stop shipment and return to shipper. After speaking with several Brilliant Earth representatives, who could not tell me why they requested a stop shipment, I was finally informed that the ring was made with the incorrect metal and after passing 2 QC checks and being shipped, the final QC check (shipping) realized the metal was incorrect. First, how did it pass through the first 2 checks with the wrong metal type? Brilliant Earth never contacted me to inform me of this, just contacted ***** to stop shipment. Now they are telling me they will receive the ring back on 11/1/22 and will let me know at that time when the new expected date is. What was supposed to be an exciting, happy event has turned into the biggest nightmare. They said they would compensate me by providing me a free pair of silver stud earrings. I already received a free pair of earrings with the order, offered to everyone. How is this compensating for their disaster? The only acceptable solution would be to offer monetary compensation or upgrade the diamond size. This company is ridiculous, their customer service is a joke, and they do not uphold any company values or morals. I will never purchase from or recommend them to anyone.

  

  Business Response

  Date: 11/03/2022

  On 10/10/22 the customer placed an order for an 18k White **** Four Prong Petite Comfort Fit Engagement Ring set with a **** Carat Round Lab Diamond. On 10/26/22 Brilliant Earth shipped the order and recalled it to proactively address an issue with the metal type. On 10/28/22 Brilliant Earth reached out to the customer to assist them with the order. On 11/01/22 Brilliant Earth reached out to the customer again and the customer decided to cancel the order. The customer has stated that canceling the order and providing a refund will satisfactorily resolve the complaint.

• Initial Complaint

  Date:10/20/2022

  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 paid for over $2000 for a ring and was falsely guaranteed quick shipment. When it did ship they shipped to to the wrong address twice. When I finally received the ring it was damaged. Upon calling them they told me I only have 3 days to return the ring even though that they guarantee 30 day free return when ordering. This is false advertising and their customer service does not stand behind what they promise when ordering. Their customer service has been extremely rude and continue to try and blame me for mistakes that they make.

  

  Business Response

  Date: 10/28/2022

  On 09/15/22 the customer placed an order for an 18k Yellow Gold Wedding Band. The order was shipped on 09/23/22 and returned to Brilliant Earth on 09/30/22 after three delivery attempts were made by ****** Brilliant Earth worked with the customer to reship their order and it was received on 10/20/22. On 10/20/22 the customer reached out to **************** with a repair need and Brilliant Earth offered to work with the customer on a repair or a return. On 10/21/22, 10/25/22, 10/26/22, and 10/27/22, Brilliant Earth has reached out to the customer to work with them to resolve the complaint. The customer has been unresponsive to phone calls and emails. Brilliant Earth will gladly work with the customer on a satisfactory resolution when they are available.

• Initial Complaint

  Date:10/14/2022

  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.

  A stone fell out of my engagement ring and you charged me to repair it. This company is heavily advertised as ethical so we did not think anything of it. We then purchased a wedding band through you and the first time it came the wrong stones were in it the second time it came the size was wrong. An employee illegally (the verification never went through) drove our band out to us the night before our wedding. A few days later the stone fell out of it. Was offered a refund clearly being within the 30 day return policy and was told we both have to sign an NDA and take our reviews of our experiences down to get it. We are not even supposed to be in possession of this ring, we have emails, text, and recorded phone conversations of our extreme mistreatment from management and the fact that our ring was not available to us until the day before our wedding. That same employee and a significant other of an employee was forced to write a fake review of this company after we posted ours. Theyve already somehow managed to take down our reviews but the fake ones from their employees stay up? If you could take down our reviews why would we even need to sign an NDA? We were told by your own employees that you have no control over the jewelry making or repair process and you are charging us thousands forcing small businesses to make and repair jewelry with unique but faulty designs where the stones will most certainly fall out on a consistent basis. I will keep reporting our honest experience until the issue is resolved.

  

  Business Response

  Date: 10/20/2022

  On 11/03/2019 the customer placed an order for a 0.71 Carat Marquise Natural Diamond set with an 18k **************************** ring. The order was received on 11/14/2019. On 07/08/22 the customer reached out to **************** with a repair need. On 08/12/22 Brilliant Earth reached out to the customer, they accepted the repair which was not covered under the manufacturers warranty due to wear and tear. On 07/29/22 the customer placed an order with **************** for their wedding band, a 15k white gold ***************************** size **** with a sapphire modification.  On 08/13/22 The customer paid $193.50 with tax for their engagement ring repair. On 09/11/22 the customer rejected the pick-up for the wedding band due to the size. Brilliant Earth corrected the size. The customer received their engagement ring and wedding band on 09/30/22. On 10/06/22 Brilliant Earth reached out to the customer, and they have a repair need on the wedding band. Brilliant Earth offered the customer to send their wedding band to **************** for 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 with the exception of nonreturnable items that have been modified, engraved, or resized. The customer has had their rings in their possession since 09/30/22. Brilliant Earth is not able to determine the current repair need unless the customer sends their ring to **************** for an evaluation. Brilliant Earth has offered to assist the customer with their repair need. The customer has declined to work with **************** on a resolution.

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18223930
  
  I am rejecting this response because:7/29: Employee placed the order of wedding band on the employees suggestion for modification. Employee failed to inform we would be charged extra or that it would render the item unreturnable. Month of August & September: Employees failed to notice multiple discrepancies to order placed. Employees caused us great loss & debt 1st not sending correct CC information 2nd repeatedly saying band was ready for pick up when it wasnt what was ordered forcing us to drive long distances. Employee produced wrong band twice, 1st due to the disregard of the modification and 2nd negligence of creating the ring the size ordered. Employees were uncivil, unprofessional, & insulting during this time. 9/28-9/29 Assistant Manager responsible for more loss & hardship gave wrong band pick up date twice. 9/30 Employee illegally drove band to us. Employees manufactured & delivered defective product. Employees failed to inspect quality of band as one of the prongs is clearly smaller. Confirmed by several jewelers & can provide info. 10/6 Customer Resolutions Manager would not address where the certification for band or engagement ring were. CR Manager only offered refund not offering a repair saying after everything you went through we will get that done for you. We have recorded phone conversation for evidence. 10/13 C.R. Manager unethically asked for my husband and myself to sign a NDA to receive the refund offered. Have recorded conversation for evidence. Employees are unlawfully leaving fake reviews. Can provide evidence. **************** Employees repeatedly offered call backs with resolutions never received. Can provide evidence/dates. Consistently all days since 2019: Employees did not provide the service or jewelry that was paid for. Company did not provide certification, honor guaranteed refund from CRM employee, or resolution for the extreme harm done by employees. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/27/2022

  On 11/03/2019 the customer placed an order for a 0.71 Carat Marquise Natural Diamond set with an 18k **************************** ring. The order was received on 11/14/2019. On 07/08/22 the customer reached out to **************** with a repair need. On 08/12/22 Brilliant Earth reached out to the customer, they accepted the repair which was not covered under the manufacturers warranty due to wear and tear. On 07/29/22 the customer placed an order with **************** for their wedding band, a 15k white gold ***************************** size **** with a sapphire modification.  On 08/13/22 The customer paid $193.50 with tax for their engagement ring repair. On 09/11/22 the customer rejected the pick-up for the wedding band due to the size. Brilliant Earth corrected the size. The customer received their engagement ring and wedding band on 09/30/22. On 10/06/22 Brilliant Earth reached out to the customer, and they have a repair need on the wedding band. Brilliant Earth offered the customer to send their wedding band to **************** for 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 with the exception of nonreturnable items that have been modified, engraved, or resized. The customer has had their rings in their possession since 09/30/22. Brilliant Earth is not able to determine the current repair need unless the customer sends their ring to **************** for an evaluation. Brilliant Earth has offered to assist the customer with their repair need. The customer has declined to work with **************** on a resolution. As of 10/27/22 the customer has still declined to work with **************** on a resolution.

• Initial Complaint

  Date:10/11/2022

  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.

  Brilliant Earth July 5, 2022 ***************************: I spoke with ******** who explained my options. I was told in order to hold the diamond of choice I had to pay a non refundable fee and this would only hold it for a certain amount of time. I must pay half of the purchased amount before they would start to make the ring. Brilliant Earth July ****************************************************** : Even thou ******** gave me the best option on this purchase ****** advise me that the one she offered would be better. The purchase agreement was changed. More than three quarters of the payment was paid. I received a receipt not including sales tax. Both times I was told upon paying the last payment I would be sent tracking information. My order would be shipped overnight to me. July 29, 31, August 3, E-mail "My order is almost ready call to settle my remaining balance". Brilliant Earth August 1st ******: I tried to make a payment. The payment was rejected. I sat on the phone with my bank for over an hour to find the error Brilliant Earth made. Brilliant Earth Aug. 2, ******: Quoted my balance. I based my remaining payments on this quote and paid half. August 3, Received an Order Summary. September 5, "LAYAWAY UPDATE" (remaining balance now including sales tax). "Once paid in full order will be available to ship". Sept. 6, E-mail: 'team sending me a document to sign regarding payment as well as updated invoice. Final sale last exchange date was September 4, 2022. Document sent Sept. 6, was dated July 5, 2022. I paid again on September 16th and my final payment was September 30th. Spoke with several people asking for tracking information. I was told unless I signed they would not be sending my purchase. Called the company to file a complaint they would not allow it. I was told some one from the company would send a resolution to me by Sept. 10th. No refund has been offered. No Purchased item has been sent. No further communication from Brilliant Earth. The final payment was the sales tax.

  

  Business Response

  Date: 10/18/2022

  On 07/05/22 the customer placed an order for a Platinum Felicity Diamond Ring (1/4 ct. tw.), Size 9 set with a **** Carat, Emerald ******** The order was set up as a layaway with final sale terms and conditions. The customer reached out to **************** on 10/05/22 to make their final payment. On 10/12/22 Brilliant Earth reached out to the customer to confirm they understood the terms and conditions of the sale. The customer stated that they understood the terms and conditions and receiving their order would satisfactorily resolve their complaint. On 10/14/22 the customer received their order which satisfactorily resolves their complaint.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18196131
  
  I am rejecting this response because: *********** misrepresented this resolution. My final payment to this company was 9/30/22.  After contacting their company every day for eleven days (thus filing this report), I was contacted on 10/12/22 and told all sales are final do I understand that, and my ring would be sent to me by 10/14/22.  The ring arrived 10/14/22.  *********** may sell ethically sourced diamonds but their business practice is highly questionably. 

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

  

  Business Response

  Date: 10/20/2022

  On 07/05/22 the customer placed an order for a Platinum Felicity Diamond Ring (1/4 ct. tw.), Size 9 set with a **** Carat, Emerald ******** The order was set up as a layaway with final sale terms and conditions. The customer reached out to **************** on 10/05/22 to make their final payment. On 10/12/22 Brilliant Earth reached out to the customer to confirm they understood the terms and conditions of the sale. The customer stated that they understood the terms and conditions and receiving their order would satisfactorily resolve their complaint. On 10/14/22 the customer received their order which satisfactorily resolves their complaint. On 10/19/22 the customer rejected ***************** response to the BBB complaint. Brilliant Earth reached out to the customer and confirmed that receiving their order resolved their complaint.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18196131
  
  I am rejecting this response because: I asked for Delivery yes.  I don't believe having my statement discredited as part of the resolution.  Yes I was called on 10/19/22.  I was told all I ask for was delivery.  Yes I got my order delivered 10/14/22.  The original delivery date was 1/20/23.  Definitely not overnight after the last payment delivered to this company on  9/30/22.  The resolution did not contain the events the company made me suffer through. The only evidence of this resolution was that my ring was delivered.  I agree to that.  Had I not filed this report I don't believe Brilliant Earth would have ever found a reason to send me my purchase. As told to me in my conversation of  10/19/22 "You don't know that".  My response "I never will".
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/05/2022

  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.

  On July 31, 2021 I purchased my wedding band, a Platinum Horizon Sapphire Ring for $2,290 (SKU BE222S-PT-S925, Order# **********). I was told I could get it re-sized for free for up to 6 months but after that I would have to pay for it to be re-sized. I got married on June 18, 2022. At that point I realized my ring was way too big despite it being sized in the Brilliant Earth showroom. On July 17, 2022 I brought my ring in to be re-sized. I was charged by the person at the showroom $162.75 for the re-size and I left my ring with him (Order# **********SZ85).After about two weeks later Brilliant Earth contacted me and told me that my ring can't be re-sized. The salesman I bought the ring from said I could pay for it to be re-sized, the documentation I received with the ring doesn't say anything about it not being able to be re-sized. It in fact says that Eternity rings cannot be re-sized. It doesn't mention any other rings that can't be re-sized. The person at the showroom pulled up a price to charge me for the re-size. So, all of a sudden Brilliant Earth decides that it can't be re-sized it would have to be re-made which they won't do.The person at the call center was completely unhelpful. According to her, she was the highest authority that any customer could speak with. All the while she said she was chatting with other people to see what they could do but she wouldn't let me to talk to any of them or her boss. Eventually she devolved to telling me that re-making is re-sizing and anything she did to it to alter the size counts as re-sizing. She could provide no documentation or anything supporting her statement that my ring couldn't be re-sized aside from a sales website which can be updated in five minutes as often as the company likes. She has nothing official.I was given false information to get me to buy my ring. I was married with this ring so I'm keeping it but I want a refund. Brilliant Earth shouldn't profit from lying to me.

  

  Business Response

  Date: 10/11/2022

  On 07/31/2021 the customer purchased a Platinum Horizon Sapphire Wedding Ring, Size ****. The ring was received on 08/13/21. On 07/17/22 the customer reached out to **************** to set up a resize for the ring in the Brilliant Earth ******* Showroom. On 07/31/22 Brilliant Earth reached out to the customer to inform them that the resize is outside of tolerance and would need to be remade. The customer was offered metal credit towards a remake of a new ring. The customer declined and picked up their order on 08/27/22. On 10/10/22 Brilliant Earth offered to remake the ring at no additional charge. The customer has stated that remaking the ring will satisfactorily resolve the complaint.

• Initial Complaint

  Date:10/05/2022

  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.

  When we purchased my engagement ring, a 18k gold primrose diamond ring size **** on March 15th 2022 with the Extend policy, we had a lot of issues as far as getting the ring, the customer service had messed up the size, and the type of ring t which we had to wait an extended amount of time than when we were guaranteed delivery. That is not the biggest problem or why I am filing a complaint. We picked up the ring on April 17th, and there was always a prong that was shorter than the rest and would get hair or thread under it. Less than a month after picking the ring up, on May 9th, 2022 the center stone fell out, out of the blue. I took it to brilliant earth to get it repaired and we picked it up on May 20th 2022. On June 19th, I noticed that the ring had again broken and that one of the prongs had come completely off the center stone. I filed a claim with Extend and they had me ship the ring to the brilliant earth repair facility in **********. The claim was open for 3 months. I called multiple times to both extend and brilliant earth to see the status of the ring, because originally they told me it would take 3-4 weeks, then extended it to 6-8 weeks, and then again didn't have it ready in time. When I called, I was never given a straight answer and both companies kept telling me to call the other to find out. On September 27th, I finally was able to go to pick up the ring in ****** after the companies told me it would be shipped to my house and then switched the plan and I had enough an picked it up myself. Now on October 5th, one week after picking up the ring, one of the smaller diamonds has fallen out and is missing. This ring has broken 3 times in less than 6 months, and I have only had the ring in my possession for 8 weeks. All of the other time it was spent with repairs. I want the money back that we spent on the ring and will return the ring.

  

  Business Response

  Date: 10/13/2022

  On 03/15/22 the customer ordered an 18k YG Primrose engagement ring, size **** set with a **** Carat Natural Diamond. On 05/11/22 Brilliant Earth received the ring for a repair. The customer picked up their ring on 05/20/22. On 07/22/22 Brilliant Earth received the ring for a second repair and remade the ring. The customer picked up the ring on 09/27/22. On 10/05/22 Brilliant Earth reached out to the customer as they informed us through the ******************** that they had a new repair need. On 10/06/22 Brilliant Earth reached out to the customer. On 10/11/******************* reached out again, and the customer was offered an exchange of their setting for equal or greater value outside of Brilliant Earths normal policies. The customer will pay the difference in price. The customer has stated this will satisfactorily resolve the complaint.

• Initial Complaint

  Date:09/22/2022

  Type:Billing 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 is a follow-up to complaint #********. Briefly, I bought earrings from Brilliant Earth in June. One of the earrings was defective, and they recommended that we send both earrings back for repair. Company received only one earring, and initially were not going to replace the missing earring. After filing a dispute through BBB and my credit card company, they agreed to replace the missing earring. The repaired earring was sent right away. Since I filed a dispute with my credit card company, a temporary credit was placed on my account. Brilliant Earth requested that the credit be reversed, so that they could send the earring. The credit was reversed in mid-August, but I have yet to receive the replacement earring. They claim to have not received the money, but I have attached documentation from my credit card company that the credit was reversed.

  

  Business Response

  Date: 09/27/2022

  On 06/16/22 the customer placed an order for yellow gold round diamond stud earrings, and they received the order on 06/21/22. On 06/28/22 the customer reached out to **************** to send in the earrings for repair. On 07/14/22 Brilliant Earth reached out to the customer to inform them that only one earring was received. On 07/26/22 the customer received the one earring from repair. Brilliant Earth reached out to the customer and offered to replace the missing earring at no charge. The customer agreed that replacing the missing earring will satisfactorily resolve the complaint. The customer filed a reversal of charges on their order on 07/26/22, which prevented Brilliant Earth from replacing the missing earring. Brilliant Earth has reached out to the customer, and they stated the dispute was cancelled. The customers financial institution states that the dispute is still active. Brilliant Earth is happy to ship the order when the reversal of charges is cancelled, or the dispute is resolved.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18115988
  
  I am rejecting this response because the dispute WAS resolved on August 19 (see attached letter from ************* and is NOT currently active. In other words, Brilliant Earth's financial institution received the payment for the earrings in full over a month ago, but have yet to send the replacement earring.

  Let me provide even more details. When I filed the original BBB complaint in July, I also notified my credit card company ************* of this issue, and they placed a temporary credit for the earrings. This dispute was sent to Brilliant Earth's financial institution, but they failed to respond in a timely manner. After several emails between myself and an manager at Brilliant Earth, their financial institution finally responded to the dispute sent from ************ rejecting the dispute (which was the desired outcome). So at that time, the credit was removed, I was re-charged for the earrings, and Brilliant Earth was repaid. However, I have still not received the replacement earring, and there have been no updates from Brilliant Earth about why that is. Brilliant Earth currently has both my money and the earring.
  

  Again, please refer to the letter I have attached to this complaint, clearly stating that the dispute I filed with *********** has been resolved, and is not active, as Brilliant Earth is falsely claiming.

  I have paid for the earrings, and demand that the replacement earring be sent as soon as possible.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/01/2022

  On 06/16/22 the customer placed an order for yellow gold round diamond stud earrings, and they received the order on 06/21/22. On 06/28/22 the customer reached out to **************** to send in the earrings for repair. On 07/14/22 Brilliant Earth reached out to the customer to inform them that only one earring was received. On 07/26/22 the customer received the one earring from repair. Brilliant Earth reached out to the customer and offered to replace the missing earring at no charge. The customer agreed that replacing the missing earring will satisfactorily resolve the complaint. The customer filed a reversal of charges on their order on 07/26/22, which prevented Brilliant Earth from replacing the missing earring. Brilliant Earth has reached out to the customer, and they stated the dispute was cancelled. On 09/28/22 The customers financial institution has officially canceled the dispute. Brilliant Earth is happy to ship the order now that the dispute has been cancelled. The customer will receive their replacement earring order by 10/10/22 which will resolve the complaint.

• Initial Complaint

  Date:09/12/2022

  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.

  On August 3, 2022, I bought a wedding ring and a pair of earrings (which qualified for another complimentary pair of earrings) from Brilliant Earth, totalling $1243 AUD. They arrived on August 23, and weren't to the standard I was expecting, so I called to register my return according to their policy. The ring and two sets of unworn earrings were repackaged in the original gift packaging and outer box, even more securely than when I received it, with all required documents included and return codes clearly visible inside and outside the box. It was handed to a ***** courier on August 30, and delivered to Brilliant Earth on September 2nd. They sent a generic email acknowledging receipt on September 3rd. Then an email arrived on September 9 advising that a refund was being processed for $187. This makes no sense for multiple reasons - a) it is $1056 AUD less than I paid, b) the refunded amount doesn't correspond to any of the items in the order - the earrings I paid for alone cost ~$248 AUD.So I emailed, and followed up with a phone call on Friday. No response to my email, and the representative on the phone couldn't find any details, tried to come up with a response, failed, and advised I would definitely receive a call back within 24 hours.I immediately sent the tracking information from *****, including the name of the signee, and have still heard nothing. It's now Sunday, and the incorrect refund is now pending in my account.I understand this is a relatively short period but there are several complaints online about their customer service, and that they delete and threaten legal action in response to bad reviews, so I'm not optimistic about resolution. If **** agree to do a chargeback, there is a time limit from the date of purchase, so I have to be proactive.I hope you are able to help, I'm a PhD student on a lovely but very small scholarship, and thought I was being prudent buying online from a company that claims to have a good return policy.

  

  Business Response

  Date: 09/14/2022

  On 08/03/22 the customer ordered a pair of Silver Unity Diamond Earrings and a Platinum ***** Ring, Size 6. The order was delivered on 08/23/22. The customer reached out to **************** to process a return on 08/23/22. Brilliant Earth received the order on 09/02/22. On 09/08/22 Brilliant Earth processed part of the return. On 09/12/22 Brilliant Earth reached out to the customer to inform them that the remaining balance has been processed for the return. The customer considers the complaint satisfactorily resolved.

  Customer Answer

  Date: 09/14/2022

  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:08/30/2022

  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 husband purchased a pair of earrings from Brilliant Earth. One was lost, so he called and paid for a replacement earring. The earring came back and it was not the same as the original. We have attempted to call and no one will help us. The original earring has more pave diamonds around the stone than the replacement. We just want them to look alike. We want to exchange the replacement earring for one that looks exactly like the original.

  

  Business Response

  Date: 09/06/2022

  On 12/15/20 the customer placed an order for 18K White **** Halo Diamond Earrings set with **** carat round diamonds. The order was received on 12/30/20. On 07/27/22 the customer reached out to **************** to replace one of the earrings they had lost. They received their order on 08/08/22. On 08/30/22 the customer reached out to **************** about the replacement earring and Brilliant Earth offered to set up the repair. On 09/02/22 Brilliant Earth reached out to the customer to set up the repair and the customer accepted the offer for the remake of the earrings. The customer considers the matter resolved.

  Customer Answer

  Date: 09/23/2022

  I received a message through the BBB that Brilliant Earth indicates customer considers this issue resolved related to my compliant, #********.

   

  I wanted to let you know that although filing this complaint has gotten them to finally work with us (thank you), we DO NOT yet consider this issue resolved because I have still not received my earrings.

   

  They have indicated those will be here by 9-28-22, but I have not seen them to make sure they are satisfactory.

   

  I did not see a place on the complaint to indicate this, but I want to make sure this is not closed until this issue is resolved.

   

  Could you please get back to me and let me know next steps?  And once this issue IS closed, please let me know what I need to do.

   

  Thank you!

   

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

   

   

  ******* (*****) *************************, MA, LPC, PMP 

   

  T***************

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

   

  

  Business Response

  Date: 09/28/2022

  On 12/15/20 the customer placed an order for 18K White **** Halo Diamond Earrings set with **** carat round diamonds. The order was received on 12/30/20. On 07/27/22 the customer reached out to **************** to replace one of the earrings they had lost. They received their order on 08/08/22. On 08/30/22 the customer reached out to **************** about the replacement earring and Brilliant Earth offered to remake the earring at no cost. On 08/31/22 the customer accepted the offer for the remake of the earring. The customer will consider the matter resolved when they receive their order on 09/28/22.

  Customer Answer

  Date: 10/01/2022

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

  Customer Answer

  Date: 10/03/2022

  Hi *****,

  We have received the earrings and are happy with them.

  I went in an indicated this on the BBB website.

  Thank you again for your assistance!

  *****