Important information
- Customer Complaint:
BBB's business profile for Brilliant Earth LLC. was created in February 2007. A review of Brilliant Earth LLC. company file was done in March 2025.
BBB encourages consumers to review Brilliant Earth LLC. terms and conditions at the link below.
Complaints
This profile includes complaints for Brilliant Earth, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 292 total complaints in the last 3 years.
- 109 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/30/2022
Type: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.
1st repair: #**********RP One prong on the ring was visibly shorter than the other three. This was visible to the untrained eye.I was told in my repair meeting on 3/24/22 I would receive an estimated delivery date within two to three weeks. I contacted customer service on 4/14/22 when I had not received an estimated delivery date. I was informed that I would receive an estimated delivery date in ***** hours.On 4/16/22, I had not received an estimated delivery date, so I contacted customer service again. Customer service told me again that I would receive an estimated delivery date in ***** hours.On 4/18/22, I had not received an estimated delivery date, so I contacted customer service again. Customer service told me again that I would receive an estimated delivery date in ***** hours.On 4/18/22, I called customer service and asked again about a delivery date and they informed me that someone from customer service would call me that evening.On 4/18/22, when no one had called me that evening, I called again and was told I would be called at 9am EST on 4/19/22.I was not called at 9am on 4/19/22 This ring was eventually returned to me. However, the prongs appeared to be equal length, but the diamond was loose.2nd repair: #**********RP2 I requested that my ring be prioritized since this was the second time it was in for a repair.The first customer experience representative I was in contact with, *************************, promised to give updates to me. She did not and did not respond to my emails. I sent between 40 and 50 emails requesting updates between ***** and *********************. Neither of them could guarantee the ring was fixed.Eventually my ring was returned to me, but the diamond is still loose. I do not want to continually have to send my ring in for a "repair" when it has never actually been repaired.
Business Response
Date: 09/06/2022
On 08/16/21 the customer placed an order for a 1.71 Carat Oval Lab Diamond set with a Platinum Four-Prong Petite Comfort Fit Ring. The order was received on 08/24/21. On 03/14/22 the customer reached out to **************** with a repair need. On 03/24/22 Brilliant Earth offered the customer a no cost repair. The customer accepted and they received their order on 04/25/22. On 05/21/22 the customer reached out to **************** for a second repair need. Brilliant Earth repaired the ring at no cost to the customer. The customer received their order on 06/10/22. On 08/19/22 the customer reached out to **************** with another repair need. Brilliant Earth offered the customer to send their order to **************** for evaluation, but the customer has declined this offer.Customer Answer
Date: 09/06/2022
Complaint: 17799779
I am rejecting this response because: *********** has lost my ring and failed to repair it multiple times. They are unwilling to describe the problem with the ring and unwilling to explain the previous 2 repairs.
Sincerely,
*************************Business Response
Date: 09/09/2022
On 08/16/21 the customer placed an order for a 1.71 Carat Oval Lab Diamond set with a Platinum Four-Prong Petite Comfort Fit Ring. The order was received on 08/24/21. On 03/14/22 the customer reached out to **************** with a repair need. On 03/24/22 Brilliant Earth offered the customer a no cost repair. The customer accepted and they received their order on 04/25/22. On 05/21/22 the customer reached out to **************** for a second repair need. Brilliant Earth repaired the ring at no cost to the customer. The customer received their order on 06/10/22. On 08/19/22 the customer reached out to **************** with another repair need. Brilliant Earth offered the customer to send their order to **************** for evaluation, but the customer has declined this offer. The customer has had their ring in their possession since 06/10/22. The previous repairs were discussed with the customer prior to them approving each repair. Brilliant Earth is not able to determine the current repair need unless the customer is willing to send their ring to **************** for an evaluation. The customer has declined to send their ring to Brilliant Earth for an evaluation.Customer Answer
Date: 09/09/2022
Complaint: 17799779
I am rejecting this response because: Continued repair is not a solution. A solution indicates the problem has an end. This has no end.
Sincerely,
*************************Business Response
Date: 09/14/2022
On 08/16/21 the customer placed an order for a 1.71 Carat Oval Lab Diamond set with a Platinum Four-Prong Petite Comfort Fit Ring. The order was received on 08/24/21. On 03/14/22 the customer reached out to **************** with a repair need. On 03/24/22 Brilliant Earth offered the customer a no cost repair. The customer accepted and they received their order on 04/25/22. On 05/21/22 the customer reached out to **************** for a second repair need. Brilliant Earth repaired the ring at no cost to the customer. The customer received their order on 06/10/22. On 08/19/22 the customer reached out to **************** with another repair need. Brilliant Earth offered the customer to send their order to **************** for evaluation, but the customer has declined this offer. The customer has had their ring in their possession since 06/10/22. The previous repairs were discussed with the customer prior to them approving each repair. Brilliant Earth is not able to determine the current repair need unless the customer is willing to send their ring to **************** for an evaluation. The customer has declined to send their ring to Brilliant Earth for an evaluation. Brilliant Earth has continued to offer to assist the customer with their ring. The customer has declined to work with **************** on a resolution.Customer Answer
Date: 09/14/2022
Complaint: 17799779
I am rejecting this response because: Continued repair is not a solution. I am willing to work to a solution. The company is not.
Sincerely,
*************************Initial Complaint
Date:08/28/2022
Type: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 ring was purchased in the Spring of 2022, and not gifted until April 2022. The ring was sent in to be resized, and returned in mid-May 2022. The ring is platinum with a diamond in the center. This week, August 24th, I noticed the band was completely broken in half. I take extreme care of it, dont wear it to work or the gym. I cant believe it would have broken within 3 months of minimal wear. If the welding of the resize broke within 3 months, I cant imagine it will be better with a simple repair?Business Response
Date: 09/07/2022
On 11/16/21 the customer placed an order for a 1.72 Carat Round Lab Diamond set with a Platinum Reverie Ring. The order was received on 12/06/21. On 08/29/22 the customer reached out to **************** with a repair need. On 08/31/22 Brilliant Earth reached out to the customer to set up a repair. The customer will be dropping off their ring at a Brilliant Earth showroom. The customer considers the matter satisfactorily resolved.Initial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fiance got my ring from Brilliant Earth back in May. He proposed in June. I had the ring for 2 months with extremely light wear, and it began getting scratches and dings. We made an appointment in the ************ showroom for repair. No one at that showroom will repair it. They sent it out to wherever their repair facility is. We specifically instructed them to not touch the ring unless they called us first with repair options. We never got a call. We got an email saying they are repairing it and will send it back. No specifics about what would be done. We called several times, finally we get a call back. We were reassured nothing would be done and that the ring would get sent back to us via overnight mail. Three days later, no ring. I am presently on hold waiting for someone to get back to me, because they keep saying they cannot tell me where my ring is and that they do not know. Presently, they are holding onto my ring, without my permission, and are withholding information about its whereabouts and what has been done to my ring. I have asked to speak to managers to no avail. None of the people I speak with relay the messages appropriately internally. And to date, after two and a half weeks, I have no clue where my ring is. I want my ring back.Business Response
Date: 08/31/2022
On 4/19/22 the customer placed an order for a **** Carat Oval Natural Diamond set with an 18k Yellow Gold Vesper Ring. On 08/14/22 the customer reached out to **************** to set up a repair. On 08/22/22 Brilliant Earth reached out to the customer to offer a repair at no cost. On 08/23/22 the customer requested that the ring be returned with no work done. On 08/26/22 the customer received their ring which resolves the complaint.Initial Complaint
Date:08/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fiance bought me an engagement ring from Brilliant Earth on July 2,2022. The ring was $2500. He gave me the ring on July 27th, on July 29th I noticed a prong was broken, By July 30th the moissanite diamond was missing. We contacted brilliant earth that day and send the ring back July 31 or august 1. We just received a call from brilliant earth today stating that they will not pay to fix the ring. That it was normal everyday wear that caused it. Whether it was a day old or a year. They informed us that it would be another **** to fix. I called and repeatedly asked to speak to a manager and was left on hold. I was never able to speak to a manager and just kept getting told that a manager said I would have to pay for it.Business Response
Date: 08/23/2022
On 07/02/22 the customer placed an order for an ***** Super Premium Oval Moissanite set with an 14k Rose **** Petite Twisted Vine ring. On 07/30/22 the customer reached out to **************** due to a repair need. 08/16/22 Brilliant Earth reached out to the customer and offered a no cost repair. The customer requested that **************** also cover the cost of replacing the Moissanite. On 08/22/22 Brilliant Earth contacted the customer and agreed to replace the moissanite and complete the repair at no cost. The customer considers this matter satisfactorily resolved.Customer Answer
Date: 08/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:08/13/2022
Type: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 9, 2022 I brought my wedding ring into the Brilliant Earth *********** showroom to be resized. I was told it would be $150 to resize. A few days later, I received a call saying it would be the cost of a new ring with $287 credit. I went back to the *********** showroom and they assured me it would only be $150. Again, I received a call a few days later saying it would be the cost of a new ring with $150 credit. I finally spoke with a supervisor on August 5, 2022. The supervisor said they would honor the $150 agreement and the money was withdrawn from my account that same day. On August 11, I received an email to discuss the details of my order. I called the Brilliant Earth number and they said they needed to charge me for taxes. I told them that I was promised $150 by the supervisor on August 5. Since August 11, I have requested to speak to a supervisor twice to resolve the situation. However, I have not received any calls. Brilliant Earth now has my ring and the $150 they withdrew with no assurance that they are going to resize my ring. My hope is for them to resize my ring to a 8 1/2 like I discussed with the supervisor on August 5.Business Response
Date: 08/18/2022
On 01/15/22 the customer placed an order for a Tantalum and 18k white gold Endeavor ring, size 10. On 3/13/22 the customer reached out to **************** due to a resize need. They received their resized ring on 03/28/22. On 07/09/22 the customer reached out to **************** for a second resize need. On 08/15/22 Brilliant Earth contacted the customer and agreed to remake the ring in a size 8.5. The customer considers this matter satisfactorily resolved.Initial Complaint
Date:08/09/2022
Type: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.
Lifetime warranty is falsely advertised. It is only the manufacturers warranty, which was informed to us after my ring broke. My stone broke after 7 months. It was absolutely shattered. There was also damage to the ring itself. There was a call to try to resolve the situation with a ring repair specialist who just read off of a script the entire time. I believe this is not a true moissanite stone as they claim, and the fact that they are wanting to charge me $1600 for the lifetime warranty is absolutely ridiculous. I had to wait 2 weeks to even get a call about my ring, and when they finally did call, they were 15 minutes late for the call itself. We attempted to try to ask where the stone was obtained and she said that she could not disclose that information to me. I am also having to wait 48 hours to speak to a manager. There have been so many complaints about this exact thing happening to other people. My mother has a real moissanite ring that she has hit on a brick wall multiple times, and hair barely has a scratch. We chose to go with brilliant earth because we believed we were choosing an ethically sourced stone with a good price, which is what is advertised. We just want the ring fixed with the warranty we were promised.Business Response
Date: 08/17/2022
On 11/02/21 the customer placed an order for a ***** Super Premium Oval Moissanite set with an 18k WG Secret Halo ring. On 07/25/22 the customer reached out to **************** due to a repair need. 08/09/22 Brilliant Earth reached out to the customer and offered a no cost repair. The customer requested that **************** also cover the cost of replacing the Moissanite. On 08/14/22 Brilliant Earth contacted the customer and agreed to replace the moissanite and complete the repair at no cost. The customer considers this matter satisfactorily resolved.Customer Answer
Date: 08/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date:08/07/2022
Type: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 regarding order # ********** from 9/21/21. I ordered a 14K Rose **** Riviera Eternity Diamond Ring (1 ct. tw.) in size 6 and was sent a ring in size 6.5. I noticed this ring is more loose than the one I had ordered from another company and well as more loose than all of my other rings, but didn't think much of it. Because I liked this ring better than the competitor's, I kept this and returned the other one. The ring remained loose and uncomfortable so I had the size checked at a local jeweler's, and it turned out that this $2,900 ring is the wrong size. I was upset about there being an error in such a basic aspect of such an expensive item, which led me to question the quality of the item in general, and especially because there was a lot of hassle and back-and-forth with the company in getting it in the first place. Thus I re-ordered the ring from the competitor and immediately stopped wearing this one. This ring has been barely worn. When I tried to return it to Brilliant Earth later they offered a re-size or replacement but would not accept the return because it was slightly past the return date (even though they did not send me the item I had purchased in the first place). The customer service representative assigned to my case (******) said she would get back to me after talking to her manager. I have attempted to contact the representative several times to follow-up and each time they did not get back to me. It is now several months later and I am still waiting for a response.Business Response
Date: 08/14/2022
The customer placed an order for a 14K Rose **** Riviera Eternity Diamond Ring (1 ct. tw.), Size 6 on 9/21/2021. The customers return/exchange policy ended on 10/29/2021. On 11/21/2021 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. As a courtesy to the customer, **************** is offering a return on the ring outside of our standard policy. The customer has accepted this offer and considers this situation satisfactorily resolved.Initial Complaint
Date:08/04/2022
Type: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.
8/2 I went on there site to buy an engagement ring.. after completion of set ring I was told a representative would contact me about payments. The representative called me, which I wasn't available for the call, and now they have told me that they have canceled my order without even rescheduling or calling me again.Business Response
Date: 08/08/2022
On 07/02/22 the customer placed an order with **************** for a Platinum Nouveau Lab Diamond Ring, Size 6.5 set with a **** Carat, Pear lab created diamond. On 07/04/22 Brilliant Earth reached out the customer to collect payment. On 07/10/******************* reached out again to collect payment. On 07/18/22 the customer sent an email to **************** requesting a two-week payment extension. Brilliant Earth responded within its policies that we are not able to hold the order without at least a 50% payment. On 07/20/22 Brilliant Earth closed the order within its normal policies as no payment had been received. On 08/02/22 the customer placed a new order with **************** for a Platinum Nouveau Lab Diamond Ring, Size 6.5 set with a **** Carat, Pear lab created diamond. On 08/04/22 Brilliant Earth reached out to the customer. The customer paid $8000.00 of the balance which will place the order into production. Brilliant Earth will continue to watch the order and communicate with the customer until the order is paid in full. The order will be delivered on 08/18/22. The customer has stated this will satisfactorily resolve the complaint.Initial Complaint
Date:08/04/2022
Type: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 lab diamond ring on 6/19/22 (order #**********), diamond/setting total with tax was $10,422. After a few days, received an email from a BE rep with no info except I need to call them regarding my order. The rep said the diamond was already sold but there was a delay removing from the site, so asked me to pick a new diamond and offered a $150 discount regardless of price increase/decrease. Within 1 week, I chatted BE at 11 PM EST with a new diamond SKU #, it was $6,990 then with tax/setting/$150 discount was $8,549. The person I spoke to "made a note" and said the rep will call tomorrow to confirm. The next morning at 8 am EST, I checked the website to see if it was removed, except it was now listed for $7,640. I then called the **** line with this issue, the person said BE first needs to confirm with the diamond seller the original price can be honored but will now place a hold to take off the site, and I will hear back within 24 hours to confirm BE will honor the $6,990 price and the refund amount. I called BE 8 hours later to ask for a status, the person said no inquiry was made but they will start now. BE finally called (after 24 hrs) confirming they will honor the original price and I will be refunded the difference. I was owed a refund of $1,873 but only received a refund of $1,284 on 7/4/22. The paper invoice I received lists a diamond price of $7,390. I have no idea where this amount came from. On 8/4 I called BE to explain I am still owed a $589 refund, the person stated they will start a review process. Based on all the issues thus far with my order, I am not confident I will receive this refund. Also, I ordered a size 6 after my fiance tried on in the store, but received a larger size that a local jeweler estimates is a size 7.5. BE said a resize takes 3 wks, and going to another jeweler voids warranty. I no longer trust BE will correctly resize my ring, and believe BE should be responsible for resize costs with another jeweler.Business Response
Date: 08/09/2022
On 06/19/22 the customer placed an order with **************** for a **** Carat, Radiant Lab created Diamond set with a Platinum Sora Lab Diamond Ring, Size 6. On 06/21/22 Brilliant Earth reached out to let the customer know that the diamond was not available. On 06/27/22 the customer accepted another diamond. On 06/30/22 the customer reached out to **************** to change the diamond to a **** carat, radiant, lab created diamond for a price of $7,390. Brilliant Earth agreed to offer the diamond at a price of $6,990. On 07/01/22 the customer received a refund for the difference between the new order and the original order. Due to a clerical error, Brilliant Earth refunded the difference between the original price of the new diamond vs. the original diamond instead of the discounted price of the new diamond vs. the original diamond.The order was received by the customer on 07/12/22. On 08/04/******************* reached out to the customer and assured them that the remaining refund of $589.00 will be refunded within 7 to 10 business days. Brilliant Earth has also agreed to provide a resize at no additional charge. The customer has stated that the refund of $589.00 and the complimentary resize will satisfactorily resolve the complaint.Initial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fianc and I opted to have my ring sized down and the setting switched to 14k gold. The 18k gold was too weak and was getting scratched terribly. We were told that the exchange process would take 2-3 weeks. Were 2 days shy of 3 weeks and just received an email that the ring will take another 2 weeks to be completed. On top of this, we have received 8 emails from Brilliant Earth trying to refund my fianc for the 18k gold -14k gold price difference. Every time he calls, the customer service has no idea why we received emails instructing us to call customer service. Overall, weve had a terrible experience with Brilliant Earth and hope that they can remedy this situation by expediting the return of my ring.Business Response
Date: 08/01/2022
On 05/25/2022 the customer placed an order with **************** for an 18K Yellow Gold Elodie Ring, Size 5.5 set with an 8mm Super Premium Round Moissanite. On 06/22/22 the customer reached out to **************** to request an exchange for an 18K Yellow Gold Elodie Ring, Size 5 modified to 14K Yellow Gold. On 07/28/22 Brilliant Earth reached out to the customer and confirmed that the exchange order would be expedited for a delivery date of 08/05/22. The customer agreed that receiving their order on 08/05/22 would satisfactorily resolve their complaint.
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