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Business Profile

Diamonds

Brilliant Earth, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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.

    https://www.brilliantearth.com/terms-and-conditions/

Complaints

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

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Brilliant Earth, LLC has 15 locations, listed below.

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    Customer Complaints Summary

    • 293 total complaints in the last 3 years.
    • 106 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2022

      Type:Product Issues
      Status:
      Answered
      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.

    Brilliant Earth, LLC is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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