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

  7863 Girard Ave Ste 303 Suite 303 La Jolla, CA 92037-4227

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:04/08/2025

  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 sent my ring out for a reset on February 28 and was told the remake would take about three weeks. However, starting April 14, the arrival date kept changing daily on the tracking site, and no one reached out to explain why. I found it odd that the date kept shifting, so I decided to inquire. I was told there was a "quality issue" and that they couldn't send it out as is, but I was reassured it would be shipped by April 9. Yet today, I logged in to check the status, and once again, the date has changed with no explanation from the company. This situation is incredibly frustrating. I spent thousands of dollars on the diamond I sent, and this is not the level of service I expect from a company that I entrusted with that kind of investment. We're now past the deadline I needed it by, and there seems to be no sense of urgency on their part. I'm left feeling confused and anxious, wondering if they've misplaced my diamond. Ive inquired and I have requested and was reassured I will be receiving an appraisal along with the ring once it is sent back to me but Im hopeless and I feel as if I will not be getting my original diamond.

  

  Business Response

  Date: 04/16/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 9/16/22; their order was fulfilled. On 2/28/25, the customer placed an order to exchange their setting. Due to unexpected manufacturing delays, the original estimated delivery date was updated. The customers order was shipped on 4/11/25 and delivered on 4/14/25. Brilliant Earth called and emailed the customer to offer assistance and we are pending the customers reply. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23175650
  
  I am rejecting this response because:

  Yes I received a ring, but I would like to emphasize there was no documentation as to if this is the diamond I had originally sent. I was assured an apraisal would be sent and it was not. 

   

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

  

  Business Response

  Date: 04/23/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 9/16/22; their order was fulfilled. On 2/28/25, the customer placed an order to exchange their setting. Due to unexpected manufacturing delays, the original estimated delivery date was updated. The customers order was shipped on 4/11/25 and delivered on 4/14/25. Brilliant Earth contacted the customer and the requested to have their updated insurance appraisal emailed. Brilliant Earth remains open to assisting the customer with any service needs going forward. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23175650
  
  I am rejecting this response because: 

  I have attached what was sent to me which is not what I was asking for. I have made it clear that this is not the correct paperwork that should have been sent with my ring. Notice how the insurance appraisal I was recently emailed only included the setting NOT the diamond. Also note that the GIA ****** is from 2022 when I purchased the original diamond. This is no way proves the ring sent to me was set with my original diamond. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/07/2025

  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 am writing to file a formal complaint regarding my deeply frustrating experience with B.E. and my order #***********SZ85. The issues Ive encountered with both the quality of the work done on my ring and the appalling customer service Ive received have left me extremely disappointed. On 3/23, my fianc and I sent my ring to B.E. for a simple resizing. When we received the ring back on 4/4, we were shocked to find that the hidden halo was visibly distorted. A resizing request is a basic service, and the fact that such damage occurred is absolutely unacceptable. It is your companys responsibility to properly handle such tasks, and the fact that this happened during the resizing process, just days before our wedding, is deeply upsetting. To resolve this issue, my fianc contacted **** customer service this morning. Unfortunately, instead of receiving assistance or an apology for the damage, he was told the only option would be to send the ring back for repair, with a 2-3 week turnaround time. This is completely unacceptable as we need the ring in just 4 days. Furthermore, the customer service manager suggested we simply be extra careful with the damaged ringthis is both unhelpful and highly unprofessional. In my own attempt to resolve the issue, I called customer service, only to be met with the same unsatisfactory response. I was told that our only options were to either send the ring back for repair or drive 2 hours to the nearest showroom, where we would still face a 2-3 week wait. This level of disregard for the urgency of the situation is completely unreasonable. To clarify, we have not taken the ring to an outside jeweler for any repairs or alterationsthis damage is a direct result of BE's mishandling of the resizing. At this point, I am requesting one of two immediate resolutions: either send me a new ring or issue a full refund. The current options provided are entirely unacceptable, and I expect a prompt resolution given the urgency of the situation

  

  Business Response

  Date: 04/16/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 2/12/25; their order was fulfilled. They dropped off their ring on 3/23/35 and requested a resize. The resize order was fulfilled and delivered to the customer on 4/4/25. The customer contacted **************** on 4/7/25 and stated the ring appeared damaged and Brilliant Earth offered to have the customer send the ring back to **************** for evaluation. Brilliant Earth also offered to provide a loaner ring while the ring was being evaluated and the customer declined. **************** remains open to assisting the customer with any service needs. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23173147
  
  I am rejecting this response because: After speaking with the company, we received nothing but unsatisfactory responses. My fianc and I opened a case with Brilliant Earth on Monday, 4/7. I explicitly told a representative that same day to stop contacting my fianc and to only speak with me. I provided my number and was told the account was updated.
  
  Despite this, on 4/9 a woman called my fianc, left a voicemail, and said shed call again the next day. I had already called and left her a voicemail on 4/8 with no response until 4/9when she called me three times in a row, hanging up each time before I could answer. I called back and left another message.
  
  When I finally spoke to someone that evening, they said theyd discuss it with their team. I reiterated I needed the broken ring in my possession by 4/11. I made this clear multiple times since 4/7. On 4/10, I said the only acceptable solution now was a refund so I could get the ring fixed elsewhere. On 4/11,they refused, saying they dont do that, and offered a loaner ring that looks nothing like minecompletely unacceptable.
  
  Its now been nearly a week with no communication. This company broke my property, is refusing to issue a refund, and is not honoring their lifetime manufacturing warranty. If they truly cared, they wouldve followed up. Theyve made this entire process a nightmare.
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/23/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 2/12/25; their order was fulfilled. They dropped off their ring on 3/23/35 and requested a resize. The resize order was fulfilled and delivered to the customer on 4/4/25. The customer contacted **************** on 4/7/25 and stated the ring appeared damaged and Brilliant Earth offered to have the customer send the ring back to **************** for evaluation. Brilliant Earth also offered to provide a loaner ring while the ring was being evaluated and the customer declined. As stated on the **************** website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 3/26/25. Additionally, rings that have been resized are also ineligible for return.  Brilliant Earth remains open to assisting the customer with any service needs. 

• Initial Complaint

  Date:03/31/2025

  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.

  In January 2025, I sent in a $2,200 ring to be resized. Despite Brilliant Earths policy allowing resizing, they initially refused to perform the service, prompting me to file a dispute. Shortly after, Brilliant Earth contacted me in writing and offered to resize the ring free of charge if I dropped the dispute. I agreed and closed the ********, two months later, they still have my ring and continue to refuse the resizing. They claim the dispute is still open, even though I have written confirmation from Chase **** that it was closed, and I facilitated a three-way call where a Chase **** supervisor directly confirmed the case has been resolved for months. Despite this, Brilliant Earth continues to deny the service and remains in possession of my ring.

  

  Business Response

  Date: 04/10/2025

  The customer placed an order for a wedding band in a size 6.25 from Brilliant Earth on 11/11/24; their order was fulfilled. The customer requested a resize to a size 5 on 1/11/25. Brilliant Earth received the wedding band on 1/20/25 and contacted the customer on 1/21/25 to advise that due to the rings tolerance, it could only be resized to a size 5.25 and offered to resize the ring with tolerance. The customer rejected the offer and filed a chargeback with their financial institution. As a courtesy to the customer, **************** offered to remake their ring in a size 5. The customers ring shipped once the charges were cleared with the customers financial institution on 4/9/25 and is pending delivery to the customer from *****. The customer indicated the issue was satisfactorily resolved upon delivery of their wedding band. 

• Initial Complaint

  Date:03/26/2025

  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 sold me an engagement ring for over $11,000 and GLUED the diamond onto the setting. We never found out until we brought it to a jeweler for re-sizing. He said the diamond will fall out inside of 6 months because glue does not hold on a diamond and it compromises the ring. He said they should be ashamed and we should consider suing. I have no idea how this past their "quality control" checks but no legit jeweler would EVER glue a diamond to a setting. I brought this back to be ***aired on 2/4. A customer service *** called me on 2/12 and said they will ***air it and asked if i had a date i needed it back by. I told him the latest would be 3/26 because we leave for our honeymoon on 3/27. He said it would only take 2 weeks latest. The delivery for the ring kept getting pushed back. On 2/27 i receive a call saying they cant ***air it and must remake it (remember this was THEIR mistake when they originally tried to scam me by sending a GLUED on diamond ring). They ensured I would have it before i leave on 3/27 and updated delivery date to 3/7. Then another delay to 3/14. then 3/27. I called a supervisor and explained the situation and he ensured me again it would be done before hand. The days passed and still no update. This past Saturday 3/22 i called a customer service ***. He lied to me and said the ring was shipped out and would be here that afternoon. Never came. On Monday 3/24 I spoked to another *** who said the same thing. Now today I call a supervisor and they inform me it wont be there before i leave for my honeymoon. We have had our ring for a total of 4 days since getting married. We will go on our honeymoon (where we have professional photos setup) without one. All because of BE's utter lack of care and incompetence. We are heartbroken. They have single handed ruined this entire experience for us. We were scammed and i wouldn't wish this company on anybody. I will be contacting my attorney.

  

  Business Response

  Date: 04/04/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 2/27/2023; their order was fulfilled. The customer created an exchange order for a new engagement ring on 4/6/2023; within their 30-day return/exchange period. Their exchange order was fulfilled. The customer dropped off their engagement ring at a Brilliant Earth showroom on 2/6/2025 and requested to have the ring resized and evaluated for repair. After carefully reviewing the customers ring, we confirmed that the center stone was properly set using setting techniques that meet industry standards, not using adhesive. We take great pride in our craftsmanship and use only professional setting methods that ensure both security and beauty. As a courtesy to the customer, their setting was remade at no cost and was available for pick up from the showroom on 3/27/2025 and the customer picked up their ring on 4/4/2025. Brilliant Earth contacted the customer to discuss their concerns and we remain open to assist the customer with any additional service needs. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23119802
  
  I am rejecting this response because:

  I refuse to accept your dishonest narrative that the stone was properly set according to industry standards.   This diamond was glued onto its setting.  I have seen visuals.  I have a trusted jeweler who confirmed this.  The fact that Brilliant Earth remade the ring complimentary says it all.  They would have never done that after the warranty period if they didnt know this was their fault initially.   that cost nearly $15,000, representing years of saving, sacrifice, and immense sentimental value. I was shocked to discover that instead of being set with professional craftsmanship, my diamond was literally glued onto the setting with black adhesive. Not only did this insecure method compromise the integrity and beauty of the ring, it also endangered what should have been one of the most cherished symbols of our love. Your representatives repeatedly misled me and failed to deliver on promises, leaving my fianc and I to face an utterly unacceptable situation.
  
  

  The fact remains: the original repair was botched from the start, and your constant delays and false assurances have ruined a once-in-a-lifetime moment.
  
  
  Timeline of Events:
  
  
  Feb 5: I dropped off the ring for repair with Brilliant Earth.
  Feb 12: You contacted me, stating the repair (to fix a crooked head and refurbish the ring) would be free of charge. I informed you that I needed the ring back by March 26almost two full months away due to my honeymoon scheduled to begin on the 27th. You assured me that a two-week turnaround was guaranteed.
  Feb 22: I received an email stating the ring was almost done and would be completed within the next week.
  Feb 27: I received a call stating that the ring could not be repaired (four weeks after the initial inspection). I was informed that the ring needed to be remade, and although I was reluctant, I gave my consentreiterating that the final product must be ready by March 26 at the absolute latest. **************** confirmed an updated ETA of March 3.
  March 3: An email arrived stating the completion date was delayed to March 7.
  March 7: I received another email stating further delays, pushing the completion to March 14.
  March 14: Yet another email informed me that the ring would now be completed on March 27.
  March 21: I received a voicemail from a BE manager promising an email update; however, no such email was sent.
  March 22: When I called customer service, I was told the ring had shipped and would arrive later that day, with an email confirmation to follow.
  March 24: I called again due to the missing email. I was told, for the second time, that the ring had shipped and would be delivered that day.
  March 25: After still receiving no email, I called once more and was informed that the ring was still in the warehouseindicating that previous customer service claims were false.
  March 27: My wife and I departed for our honeymoon without the ringa day past the absolute deadline I had clearly communicated.
  
  The replacement ring, which I picked up yesterday, finally showed what the ring was meant to look like, yet this does nothing to erase your egregious error and the series of deceptive, unfulfilled promises that accompanied it.
  
  I trusted Brilliant Earth with one of the most important purchases of my life.  This cost me nearly $15,000 and I am not a rich person.  This purchase took years of saving, planning, and sacrifice.  Instead, I was misled, disrespected, and lied to and sold a faulty ring.   And after all of this you would think that Brilliant Earth would expedite my repair to make this nightmare situation a bit easier, and instead they couldnt work within a 2 month timeline and left us to go on our honeymoon without an engagement ring. We can never get those memories back. We can never get our professional honeymoon photos - without a ring - back.  They have been a black cloud on what was supposed to be a special time and I can not forgive this and I do not appreciate the continuing lies by telling me this was made using their highest standards.     I am appalled by your companys lack of accountability, blatant misinformation, and complete disregard for customer trust. I demand a partial rebate as a token of apology for the distress, inconvenience, and lost memories this experience has caused. Until this matter is resolved to my satisfaction, I will continue sharing my experience across every review platform, social media outlet, and online community at my disposal.  All of my previous reviews will stay on their respective platforms as well including BBB. 

  
  Sincerely,
  

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

  

  Business Response

  Date: 04/10/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 2/27/2023; their order was fulfilled. The customer created an exchange order for a new engagement ring on 4/6/2023; within their 30-day return/exchange period. Their exchange order was fulfilled. The customer dropped off their engagement ring at a Brilliant Earth showroom on 2/6/2025 and requested to have the ring resized and evaluated for repair. After carefully reviewing the customers ring, we confirmed that the center stone was properly set using setting techniques that meet industry standards, not using adhesive. We take great pride in our craftsmanship and use only professional setting methods that ensure both security and beauty (weve attached photos from the repair intake on the engagement ring). As a courtesy to the customer, their setting was remade at no cost and was available for pick up from the showroom on 3/27/2025 and the customer picked up their ring on 4/4/2025. Brilliant Earth contacted the customer to discuss their concerns and the customer stated they were happy with the quality of the ring we remain open to assist the customer with any additional service needs. 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23119802
  
  I am rejecting this response because:

  This is completely false    I was not satisfied what so ever   The new ring looks fine but it makes it all the more disappointing that they sent me a flawed ring to begin with where the diamond was glued onto the setting and the fact that they couldnt get this repaired in time for my honeymoon, when I gave them two full months to correct THEIR mistake and the fact that they continually lied during the process   I am the furthest thing from satisfied  

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

  

  Business Response

  Date: 04/16/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 2/27/2023; their order was fulfilled. The customer created an exchange order for a new engagement ring on 4/6/2023; within their 30-day return/exchange period. Their exchange order was fulfilled. The customer dropped off their engagement ring at a Brilliant Earth showroom on 2/6/2025 and requested to have the ring resized and evaluated for repair. After carefully reviewing the customers ring, we confirmed that the center stone was properly set using setting techniques that meet industry standards, not using adhesive. We take great pride in our craftsmanship and use only professional setting methods that ensure both security and beauty. As a courtesy to the customer, their setting was remade at no cost and was available for pick up from the showroom on 3/27/2025 and the customer picked up their ring on 4/4/2025. Brilliant Earth contacted the customer on 4/10/25 to offer further assistance and the customer declined. We remain open to assist the customer with any additional service needs. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23119802
  
  I am rejecting this response because:
  
  The ring was made using adhesive.   I saw it clearly through the loupe and my local jeweler (who refused to resize the ring because of the adhesive) Brilliant Earth is lying by saying there was no adhesive used.  Brilliant Earth would not remake my ring free of charge if they didnt realize that they had messed up incredibly the first time.    There are multiple ***orts on Reddit of customers whos diamonds have fallen out of their setting and this is why    I am not saying that brilliant earth uses glue on every single ring they make, but they certainly did with mine and they have with others in the past.   I didnt reject Brilliant Earths offer to make this right (which, again, why would they even offer me anything if my original ring was made using industry standards?).  Brilliant Earth asked what I would want to settle this and I said after much discussion with my wife the only form of apology we would accept is a partial rebate    The *** said they do not offer rebates at which point I said thats all I would accept    I wasnt offered anything else so there was nothing to reject   

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

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ****** engagement ring for over $3,600 on 12/11/2025, and proposed on 1/2/25. Within 24 hours of wear, an amethyst stone fell out of the engagement ring. The earliest appointment made available to go to the Brilliant Earth store in ********* for a repair was Thursday, 1/9. We received the ring back on 1/28 and after 6 days of wear, another amethyst stone fell out. We again went to the store in ********* (on 2/8), and we were assured the ring would be fixed once more with management supervision. Upon another 2.5 week repair timeline, the ring was returned but the replaced ***** was a drastically different color than the other 3 accent gemstones. The stone is so light that it often appears that it is not in the ring. We contacted the service manager, ****, to request a refund. **** refused. **** was not willing to let me speak to his supervisor to solve this problem. My fianc had the ring in her possession in its intended manner for no more than 8 days. We asked for a refund as after two repairs, it was evident the quality of the ring and craftsmanship was poor. I am not willing to have a ring that falls apart, and is not color matched. This has put an extreme damper on what is supposed to be a very happy time. We have no evidence of our communication with management because Brilliant Earth refuses to communicate via email, to avoid a paper trail. No one should be afraid to wear their ring, when an engagement ring is something to be worn daily. It is evident Brilliant Earth refuses to act with integrity and create quality a product that is expected when over $3,600 is spent. Brilliant Earth was unwilling to work with us although their product was faulty do to their own practices. We offered to take a partial refund for the setting and accent stones only, but that was denied. Brilliant Earth will come back about the return window, however, they had the ring for longer than it was in my fiancs possession, in order for the return window to time out.

  Customer Answer

  Date: 04/02/2025

  Good evening, 

   

  I am emailing to revoke Complaint 23118681 as we have come to a resolution with Brilliant Earth. 

   

  Thank you, 

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

• Initial Complaint

  Date:03/12/2025

  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 ordered an engagement ring on December 11th 2024. I called within that week and asked to make a change to the prongs, they told me it couldn't be done, I then got a call back and said they can do it and will add it to the work order and there will not be a change to my total. The *** was 12/27 , then it changed to 12/31, and then to 1/2/25. I went to pick up the ring and the prongs were not what I ordered. After going back and forth with a store associate, a manager came out to help. She was able to see that on the work order there was a note to change the prong type and the ring was not what I ordered. She tried to convince me to take the ring as is but I wanted what I ordered, she then told me that I would need to pick another diamond and start fresh, but again, I wanted the diamond I picked out. She finally stated they would fix the mistake free of charge. So they sent the ring back out to get fixed. I then get a call on 1/20/25 from someone stating they will not fix the prongs until I pay for the customization. I explained the whole situation and he would not budge on waiving the fee after I was told twice that there will not be a fee. He called me again on 1/21/25 asking for the money again. I went back to the store on 1/22/25 and spoke to the manager who I previously dealt with. She said she would handle that part of things because it was their mistake and they will waive it. New *** was 2/14, then 2/18, then 3/11 & now 3/18. I opened a line of credit to pay for this ring and have been making payments for something I do not have in my possession. I asked for a refund and they told me I am past the 30 day policy. Ideally, I want the ring but I will take a refund if it comes down to it.

  Customer Answer

  Date: 03/12/2025

  My full name is ******** Puglisi 

  

  Business Response

  Date: 03/20/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 12/11/25. The order was fulfilled. On 1/2/25, the customer requested an exchange to modify the rings prongs. As a courtesy to the customer, the modification fee was waived. Due to unexpected manufacturing delays, the customers original estimated delivery was updated. Brilliant Earth contacted the customer to provide the updated estimated delivery date. The customers current estimated delivery is 3/24/25. The customer indicated they will consider the matter resolved once the order is received. 

• Initial Complaint

  Date:03/01/2025

  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.

  Purchased a ring from Brilliant Earth on 11/10/24 Order Number ***********. Since ring was too large, initiated a resize with Brilliant Earth on 12/6/24. The ring was packaged and sent to Brilliant Earth per their instructions on 12/9/24. Brilliant Earth completed the resize and ring was returned to me 12/27/24. Shortly thereafter, two stones fell out of the ring. I called Brilliant Earth on 1/19/25 to inform them of the poor craftsmanship issues and that stones should not fall out of a ring. At this time I requested to return the ring for a refund. In order to get a refund, I was advised to send the ring and loose stones back to them for inspection. The ring was packaged and sent to Brilliant Earth per their instructions on 1/23/25. I was notified by email on 1/29/25 that the inspection was complete and I needed to schedule a phone call to discuss. The first available phone call was 2/11/25 which I booked. This was quite some time to wait for a phone call, so I called Brilliant Earth and asked to discuss prior to 2/11/25 on 2/3/25. They stated I had to wait until 2/11/25. On 2/11/25 I had the phone call appointment with ****** at Brilliant Earth. I voiced my dissatisfaction with their poor communication and the poor craftsmanship of the ring and I would like a refund. She stated she would discuss with her team and call back within 1-2 days. No call was received. On 2/17/25, I contacted Brilliant Earth to tell them that I did not receive a phone call back and would like my case reassigned. The reassigned me to *******. I waited and finally received a call from ******* on 2/27/25 where I reiterated that I wanted a refund due to them now having the ring for 35 days. ******* refused. I am now filing a complaint due to Brilliant Earths nefarious practices of intentionally keeping the ring in their possession to drag out the timeframes to not have to uphold their policies. I am not in possession of the ring, receive zero communication, and require a refund.

  

  Business Response

  Date: 03/07/2025

  The customer purchased an engagement ring in a size 6.75 from Brilliant Earth on 11/10/24 and their order was fulfilled. The customer requested to resize their ring to a size 5.5 on12/26/24; their resize order was fulfilled. On 1/19/25, the customer contacted **************** and stated they took their ring to an outside jeweler to have the ring cleaned and lost accents post cleaning and requested a repair evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects on all Brilliant Earth fine jewelry. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. Brilliant Earth offered a complimentary repair, as a courtesy to the customer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 12/22/24. Brilliant Earth called and spoke with the customer on 3/1/25 and explained the policies and Brilliant Earth remains open to assist the customer with any repair or service needs. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23006312
  
  I am rejecting this response because: Brilliant Earth is stating this is a warranty issue which it is not. They continue to hold the ring hostage and refuse a refund.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/12/2025

  The customer purchased an engagement ring in a size 6.75 from Brilliant Earth on 11/10/24 and their order was fulfilled. The customer requested to resize their ring to a size 5.5 on 12/26/24; their resize order was fulfilled. On 1/19/25, the customer contacted **************** and stated they took their ring to an outside jeweler to have the ring cleaned and lost accents post cleaning and requested a repair evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects on all Brilliant Earth fine jewelry. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. Brilliant Earth offered a complimentary repair, as a courtesy to the customer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 12/22/24. The customer filed a chargeback with their financial institution and Brilliant Earth was notified on 2/25/25. Brilliant Earth called and spoke with the customer on 3/1/25 and explained the policies and Brilliant Earth remains open to assist the customer with any repair or service needs. Brilliant Earth is pending resolution with the customers financial institution. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ring from brillant earth in January 2024, it was my wifes wedding band. We got married in August. She had to take this ring in 3 weeks after our wedding because of a loose stone. The staff there tells you to file a claim to see if it can be fixed without having to pay. Even though we purchased the insurance on the ring. The turnaround time is weeks before you get it back. She goes again a couple of months later because of another loose diamond. Repaired and picked up again. She takes it in AGAIN for another loose diamond, this time a new ring was made to correct this occurring issue. But again, a couple of weeks later ANOTHER loose diamond. This business will not give us a refund for their lack of quality jewelry. They are fighting us on this. This business is setting us up to eventually loose money because the diamonds will fall out.

  Customer Answer

  Date: 03/04/2025

  Dear Better Business Bureau, 

  I am writing to inform you that my complaint against Brilliant Earth has been resolved internally. As a result, I would like to close this complaint. Please let me know if you need any further information from me to finalize this process. 

  
  
  

  Best
  
  --****** ******

• Initial Complaint

  Date:02/25/2025

  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.

  Brilliant Earth delivered us a ring of the correct size (my size and not my partners). Upon proposal, we returned the ring to get it resized. It has now been over a month and 3 separate delivery dates that were delayed without any communication or explanation. Brilliant earth is now denying a refund because it has been over 30 days since the original purchase date which is their part. They also told me over the phone such a refund request was approved just to leave a voicemail stating otherwise a minute later.

  Customer Answer

  Date: 03/06/2025

  Hello,
   
  The complaint with ID ******** has been resolved to our satisfaction and can be closed.

• Initial Complaint

  Date:02/21/2025

  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.

  Put a down payment for a ring in the store. Met with a *** in store and did not like the ring so did not pickup. The *** assured us we could look at different rings and setup a follow up appointment. Received a cancellation notice day of and notice we would not receive a credit or refund. The *** did not disclose any issues with refund or credit.

  Customer Answer

  Date: 02/26/2025

  Can you close this complaint mentioning a resolution has been reached and send me a email? Or is that something I need to do?