Complaints

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

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  Brilliant Earth, LLC

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

  
• 

  Brilliant Earth, LLC

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

• 

  Brilliant Earth, LLC

  1701 Walnut St Fl 8 Floor 8 Philadelphia, PA 19103-5220

• 

  Brilliant Earth

  15125 N Scottsdale Rd # L1-100 Scottsdale, AZ 85254-2181

• 

  Brilliant Earth LLC

  3332 Cadys Aly NW Washington, DC 20007

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service 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 promised to deliver a Valentines day gift for pickup from one of their stores. When it was clear the night before Valentines day that this would not happen I contacted them via text chat and spoke to 'someone' who it quickly became clear was an AI chatbot. When I asked if it was a real human it explicitly texted back 'yes, I'm a real person' which is absolutely false and completely unethical. The bot could not understand how dates worked and shipping times and provided an abysmal customer support experience. All companies that choose to use AI bots to lower the cost of customer support should be required to have them not lie to the customer about being a real human. It is degrading and ruins trust forever.

  

  Business Response

  Date: 02/20/2025

  The customer placed on order from **************** for a 14k Rose **** Premium Akoya Cultured Pear Pendant on 2/12/2025 with an estimated delivery of 3/13/2025. On 2/13/2025, the customer chatted in to inquire about their delivery date and a Brilliant Earth representative advised the order had an estimated delivery of March 13th, 2025. The representative offered to assist with finding a similar item that could be delivered sooner. The customer declined and requested to cancel their order. The order was cancelled and their refund was processed. Brilliant Earth called and emailed the customer and we are pending response. 

• Initial Complaint

  Date:02/12/2025

  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.

  On 12/19/24 I placed an order over the phone to purchase a chain from Brilliant Earth.On 12/20/24, I called Brilliant Earth and paid a total of $986.74 for the chain.I split the payments between my debit card and credit card.I received emailed receipts.I received the chain on 12/23/2024 via FedEx.The chain was too short and on 12/30/24 my husband I go to the Pasadena showroom to exchange it.We spoke to ******* ********* and told her we wanted to exchange it.She took the box with the chain.I told ******* the chain I wanted to order and she said there would be a price difference I would need to pay.She said customer service would reach out in the next 24 hours to collect the difference, they never did.The new chain would arrive by 1/3/25.On 1/3/25 Brilliant Earth emails me saying they received the item I wanted to exchange.On 1/9/25 I receive an email stating my order is confirmed for the new chain.I call customer service because I received a tracking email that I would receive my item 1/14/25 but never did.On 1/23/25 I receive a voicemail from Brilliant Earth saying I dropped off an item that was not manufactured by them.On 1/28/25 Brilliant Earth emails me stating my item has shipped, referring to the alleged incorrect chain I dropped off.On 1/29/25 I call customer service and ask to speak to a manager.Later that day, **** ****** calls and opens up an investigation.On 1/30/25 the chain that I allegedly dropped off was delivered to my address via ********** calls on 2/8/25 and informs me that after an investigation, the chain I dropped off to the showroom is not a Brilliant Earth item.She sends me a photo of when my original order was packaged, a photo of the chain as listed on their website, and lastly a photo of the alleged chain I dropped off (I have never seen this chain).She said I should look around my house to see if I find the correct chain.I know I dropped off the correct chain at the showroom.The store is accusing me of sending a non-Brilliant Earth chain.

  

  Business Response

  Date: 02/20/2025

  The customer placed an order for a 14k Yellow Gold Double Curb Chain Necklace from Brilliant Earth on 12/19/2024; their order was fulfilled. On 12/30/2024, the customer dropped off an item at a **************** Showroom and requested an exchange. The item was evaluated by Brilliant Earth and it was determined that the item was not the original chain provided by Brilliant Earth and was in fact, a non-Brilliant Earth item. The item had no Brilliant Earth stamp, no metal stamp and the color did not appear gold and instead appeared to be a brass color. Brilliant Earth contacted the customer to advise and shipped the non-BE item back to the customer which was verified as delivered to the customer on 1/30/25. **************** contacted the customer to advise we were not able to process the exchange without receipt of the original Brilliant Earth product. Photos are attached of the item shipped to the customer and the non-BE item received. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22930366
  
  I am rejecting this response because:
  I returned the item that was sent to me. I have never seen the chain that Brillant Earth alleges I dropped off at the *****************. I believe there is business fraud, and theft involved with the associates at the *****************. I have filed complaints with the ************************. I will also be filing a police report, a complaint with the Los Angeles District Attorneys office, and the *********************. I refuse to accept Brilliant Earths response because it is not a resolution. I did not drop off the chain they are alleging I dropped off because I have never own or seen that chain in my life. I will continue to advocate for a refund because there has been no foul play on my end. I will not allow a business who engages in fraud to keep my money. If necessary I intend to escalate this issue with legal action. I believe Brilliant Earth lost, misplaced or stole the original chain that I returned (which was the chain that was sent to me). I refuse to accept Brilliant Earth response that I need to look for the chain in my house. I will not be accused of returning the incorrect chain. Brilliant earth is not acknowledging accountability or room for human error. I believe their investigation has not been through. Upon asking questions about the investigation I was not given any answers, but instead told that it was not a brilliant earth chain. I will continue to pursue damages. 
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 02/28/2025

  The customer placed an order for a 14k Yellow Gold Double Curb Chain Necklace from Brilliant Earth on 12/19/2024; their order was fulfilled. On 12/30/2024, the customer dropped off an item at a **************** Showroom and requested an exchange. The item was evaluated by Brilliant Earth and it was determined that the item was not the original chain provided by Brilliant Earth and was in fact a non-Brilliant Earth item. The item had no Brilliant Earth stamp, metal stamp  and the color did not appear gold and instead appeared to be a brass color. Brilliant Earth contacted the customer to advise and shipped the non-BE item back to the customer which was verified as delivered on 1/30/25. Brilliant Earth contacted advised we were not able to process the exchange without receipt of the original Brilliant Earth product. Photos are attached (in the original response) of the item shipped to the customer and the non-BE item received. **************** remains open to assisting the customer with any service needs. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22930366
  
  I am rejecting this response because:

  It has been my experience that Brilliant Earth did not offer solutions for my issue. I did not drop off a brass chain as they claim I did. I have never seen that brass chain in my life. It has been a nightmare to navigate this process with them because I feel like I am being accused of lying and returning a non-BE item. I know for a fact I returned the correct item and I believe  there was foul play involved internally at either the showroom or warehouse. I have filed complaints against brilliant earth with the ************************. I will also be filing complaints against them with the ************************ and police department. I will continue to advocate for what is right and true. It has been incredibly frustrating but I know I am not in the wrong and brilliant earth needs to be made accountable for their mistake. They continue to question my integrity and I will not accept that. 

  
  Sincerely,
  
  *********

• Initial Complaint

  Date:02/11/2025

  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.

  My fiance bought me an engagement ring in August 2023. He proposed in September 2023. He paid 5k. 6 months after I had gotten the ring in February 2024 the center stone had become loose. We sent it back to Brilliant earth repairs. They fixed it and said it was a manufacturing issue. January 2025 my center diamond is loose AGAIN. Im getting married in march and was hesitant to send it back with such little time. They told us the only way to decide about what the next steps were, was if I sent it in. I finally decided to send it in and they called and said it wasnt loose the diamond is crooked. I don't wear my ring to work, i don't sleep in my ring, i don't shower in my ring or work out in it. How can a ring be loose, and now crooked when I barely wear it? They told me to give them a second chance and they will make it right when this was their second chance. I asked many times for them to change the setting to a different one because I believe something is wrong with this setting. The manager insisted, as did the repair team that the problem would he fixed this time around. We finally after going back and fourth with them, let them repair the ring. They fast tracked the ring and sent it back a week later. We just received the ring back yesterday 2/10/2025. I opened the box and immediately checked the ring. The ring is STILL crooked/and or loose. They did not fix the problem. This is now the 3rd time in a year and a half that my diamond is unwearable. This is unacceptable. I want a refund. How am i supposed to get MARRIED WITHOUT MY RING. Its unacceptable and to even get a manager to talk to you it takes 24/45 hours. I dont want the ring repaired anymore. i want a refund.

  

  Business Response

  Date: 02/20/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 8/8/2023; their order was fulfilled. The customer requested a repair evaluation on 2/23/2024; their repair order was fulfilled. On 1/23/2025, the customer requested a second repair evaluation; their repair order was fulfilled. The customer contacted **************** on 2/**/2025 with a third repair request. Brilliant Earth contacted the customer on 2/19/2025 and they requested a return for a refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/22/2023. Brilliant Earth educated the customer on the policy and the customer agreed to send in their item for evaluation. Brilliant Earth remains open to assist the customer with any repair or service needs.

  Customer Answer

  Date: 03/05/2025

  Hi aspen,
  Per our phone call if you are able to, can you please reopen this case. Brilliant earth refuses to give me a refund unless I take down the complaint/because the case has been closed. They are very hard to work with and this might be my only opportunity to get some of my money back on my engagement ring that has been deemed unfixable due to manufacturing problems.
  
  Thank you so much,
  Lauren

  Customer Answer

  Date: 03/07/2025

  Hi Aspen, 

  Thank you for reopening the case. We came to an agreement and have resolved this issue. 

  
  

  Thank you,

  ******

• Initial Complaint

  Date:02/10/2025

  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 am filing this complaint because I recently attempted to return the engagement ring I purchased from Brilliant Earth in January 2024. Since buying this ring, my wife was unable to wear it during her pregnancy for the first six months. Around June or July, I sent the ring back for resizing, which was handled through insurance. A few months later, after receiving the ring back, a stone fell out, and I had to send it in for repair, which took a few weeks to a month to complete. Then, approximately a month after getting the ring back from the second repair, my wife noticed that the main diamond was already loose. At this point, I contacted the company and requested to speak with a manager. I was told that no manager was available and that a ticket would be filed for a callback within 24 hours. When I finally spoke to a manager, my wife explained that we no longer wanted the ring, which had barely been worn, and requested a refund. Initially, we were informed that they could not process a return and that the ring needed to be sent in for repair.After further explaining our concerns about repeatedly sending in the ring for repairs, the manager, ****** ********, assured us that he would help us process a refund, but the ring would need to be sent in for evaluation first. About a week after sending the ring in, I received an email from Brilliant Earth stating that the repair inspection was complete and that they would proceed with a complimentary repair.We attempted to contact ****** but did not receive a response. Instead, we called the customer service number listed on the company website. We spoke with a representative named ********, who refused to provide his last name or any other identifying information. He then created a ticket for a manager to call us back.Due to the poor quality of the product and the extremely inadequate customer service, we are formally requesting a full refund for the ring.

  

  Business Response

  Date: 02/18/2025

  The customer placed an order for an engagement ring from Brilliant Earth in a size 6 on 1/13/24; their order was fulfilled. The customer contacted **************** on 7/5/24 and requested to resize their ring to a size 6.75; their ring was remade in the requested size and their order was fulfilled. On 9/19/24, the customer contacted **************** and requested a repair evaluation. The customer contacted **************** again on 12/4/24 and requested a 2nd resize to a size 5.75. Brilliant Earth received the ring on 12/11/24. The customers ring was remade in their requested size and their order was fulfilled. The customer contacted **************** on 1/**/25 with a repair need. Brilliant Earth received the ring on 2/6/25 and the ring was evaluated for a complimentary repair to tighten their center stone. Brilliant Earth contacted the customer on 2/18/24 and they requested a return for a refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 2/29/2024. Brilliant Earth educated the customer on the policy and provided an estimated delivery date for their repair order. Brilliant Earth remains open to assist the customer with any repair or service needs. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22917719
  
  I am rejecting this response because:
  Although this ring may be outside of your 30 day window this ring has had multiple issues wrong with it even after receiving it back from repair. With the frequency of these issues my concern is that another stone will fall out in a month or two. Only to have to send it out for yet another repair. The only option that I am comfortable with accepting would be to get a full refund for the ring and they would take the ring back.  I also would like to add that it was overly difficult to contact a manager when you call the customer service line and find that having to wait up to 24 hours for a call back is unacceptable. 

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

  

  Business Response

  Date: 02/20/2025

  The customer placed an order for an engagement ring from Brilliant Earth in a size 6 on 1/13/24; their order was fulfilled. The customer contacted **************** on 7/5/24 and requested to resize their ring to a size 6.75; their ring was remade in the requested size and their order was fulfilled. On 9/19/24, the customer contacted **************** and requested a repair evaluation. The customer contacted **************** again on 12/4/24 and requested a 2nd resize to a size 5.75. Brilliant Earth received the ring on 12/11/24. The customers ring was remade in their requested size and their order was fulfilled. The customer contacted **************** on 1/**/25 with a repair need. Brilliant Earth received the ring on 2/6/25 and the ring was evaluated for a complimentary repair to tighten their center stone. Brilliant Earth contacted the customer on 2/18/24 and they requested a return for a refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 2/29/2024. Brilliant Earth educated the customer on the policy and provided an estimated delivery date for their repair order. Brilliant Earth is not able to provide a return for a refund for the items requested. Brilliant Earth remains open to assist the customer with any repair or service needs. 
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22917719
  
  Im rejecting this response for the same reason as my previous response, except Brilliant Earth copied and pasted the last offer. 

  
  Sincerely,

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

• Initial Complaint

  Date:02/07/2025

  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.

  I ordered a wedding band from Brilliant Earth in ********, **. They sized my fiance at 8.25 but not with the exact ring we wanted because they didn't have that style in his size but I went online afterwards and ordered it online w/ the size I was told he was. The ring came in the mail and it didn't fit over his finger. We returned it where they said his size is actually 8.75 lets reorder that. We re-ordered that size and it still did not fit - it slid over his finger but then would not slide off unless soap and water was used to slide it off. We then returned it again where the employee told us that his style is known to fit tighter and he was actually a 9.5 size finger and advised he go up to 9.75 given the ring style. We then submitted another re-size request and I just received a call that they are not able to resize the ring that large given it started at 8.25 and I would have to pay $500 (50% of the original cost) for an exchange and I told them I would not pay for that when I never had a ring that fit him and he has been sized incorrectly consistently. They refuse to refund me and have been consistently shady with responses and now are sending our calls to voicemail.

  Customer Answer

  Date: 02/11/2025

  Hello,

  
  

  I would like to formally withdraw my complaint (ID 22914005) to Brilliant Earth as I have come to a resolution with their team. 

  
  

  Thank you,

• Initial Complaint

  Date:02/06/2025

  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 purchased an engagement ring for my girlfriend and was delivered on November 12th of 2024. I purposed to her on December 7th after 2 weeks she said the ring was a little too big so we used Brilliant earth one time resizing for free on December 17th and we got it back December 23rd. On January 9th 2025 my fiance noticed that the setting had come off along with the diamond. We ship it out and wait till January 25th for the news about fixing it. They confirm the setting was defective and will no charge to fix the setting but I have to pay for a new diamond. They dont offer warranty or anything on there products, and for the ring to be defective and broken after 2 weeks of getting it back they keep saying not part of their policy. They have ruined the whole engagement for me and my fiance and I want it returned because of the bad quality.

  

  Business Response

  Date: 02/17/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 10/26/24; their order was fulfilled. The customer contacted **************** on 1/**/25 to request a repair evaluation due to a lost head and center stone on their engagement ring. The ring was received and evaluated noting the mounting head was detached and missing from the setting. Brilliant Earth contacted the customer to discuss their repair evaluation and provide replacement options for their lost center stone. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. The customer rejected repair options provided. However, Brilliant Earth remains open to assist the customer with any repair or service needs. 

  Customer Answer

  Date: 02/25/2025

  Thank you for the response, I bought the ring from them. They offer warranties but this does not include the diamond itself no matter which warranty you have. 
  I purposed to the woman I loved on December 5th and after a week we realized its a little too small, so they resized it for me when I sent it in. We got it back a week later on the 23rd of December. My fiance at the time then realized on January 7th that the setting had completely fallen off along with the diamond. We contacted Brilliant Earth and they said to send it in for repair inspection. Once they got it they said the setting was faulty and theyll fix it for free but the diamond isnt covered. Ive had this ring for less than two weeks after getting it resized and had it over all 2 months total. This setting shouldnt have fallen off so easily and they said the best they can do is 50% off a diamond and I paid for the ring for almost $3000 to me its not fair or right that Ill have to pay another $1000 -$1,500 to fix it when it wasnt our fault but due too it being defective. This whole thing has caused so many issues and were no longer engaged because of this whole ordeal. This ring and company has costed me more than $3,000, costed my family on top of it and all I wanted was a refund I was willing to settle on them fixing all of it for free but due to everything happening I dont want to deal with it and it brings up bad memories as they sent it back and called me personally saying the case was dropped. I find this whole thing unfair and unprofessional and I just want them to make things right. Brilliant earth admitted to the faulty ring but is refusing to fix the entire ring without some compensation which is not my fault. 

  

  Business Response

  Date: 02/28/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 10/26/24; their order was fulfilled. The customer contacted **************** on 1/**/25 to request a repair evaluation due to a lost head and center stone on their engagement ring. The ring was received and evaluated noting the mounting head was detached and missing from the setting. Brilliant Earth contacted the customer to discuss their repair evaluation and provide replacement options for their lost center stone. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. The customer rejected repair options provided. However, Brilliant Earth remains open to assist the customer with any repair or service needs. 

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22909202
  
  I am rejecting this response because:

  This does not help satisfy the customer as the product which is a ring in which every ring place backs their product and will help replace if their product is defective. Offering 50% on a ring I already spent thousands on doesnt help if I only have the ring in 2 months total and 2 weeks after the ring was brought back to me after resizing. I would like my money back. This company upon further investigation has a lot of negative reviews of their rings not lasting or that their customer service is terrible.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/07/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 10/26/24; their order was fulfilled. The customer contacted **************** on 1/**/25 to request a repair evaluation due to a lost head and center stone on their engagement ring. The ring was received and evaluated noting the mounting head was detached and missing from the setting. Brilliant Earth contacted the customer to discuss their repair evaluation and provide replacement options for their lost center stone. As stated on our website, Brilliant Earth offers a free lifetime manufacturing warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. The customer rejected repair options provided. Brilliant Earth is not able to provide a replacement center stone for the customer free of charge. However, **************** remains open to assist the customer with any repair or service needs. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22909202
  
  I am rejecting this response because:

   

  They still arent refunding the defective ring. Nor repairing it for free, they need to stand by their product that itll last more than 2 months.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising 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 am filing a formal complaint against Brilliant Earth for failing to honor their exchange policy, providing poor customer service, and not following through on commitments.I purchased two wedding bands and had my finger sized in-store by their staff. Based on their recommendation, I selected a size, but the ring did not fit. I returned to the store and was assured by both a manager and an employee that I could exchange it for a larger size instead of resizing it, per their policy. They took the ring to process the exchange.Days later, I was informed they could only resize it, contradicting their prior assurance. They promised to escalate my case for review and follow up, but no one did. I had to call myself to learn my request was denied due to their "sustainability pledge," a vague and inconsistent explanation.After a week and a half of delays, I requested a refund, which they said would be processed within 24 hoursagain, no one followed up. When I called back, I was told my refund request needed further review since it was "past the refund window," even though they had my ring since January 14th. They also claimed I must return promotional items, contradicting what I was told when I initially returned the ********, I must wait another 24 to 48 hours for a decision, and if approved, another 5 to 9 days for processing. This really puts me out longer in securing a rig for my wedding. Brilliant Earth has repeatedly failed to honor its policies, misled me, and delayed resolution. I request BBB assistance in securing my full refund and to keep the promotional items that i was promised.

  

  Business Response

  Date: 02/04/2025

  The customer placed an order for two wedding bands from Brilliant Earth on 12/1/24; their order was fulfilled. The customer dropped off one of the wedding bands on 1/14/25 and requested an exchange for the same band in a new size. Brilliant Earth contacted the customer to advise that the wedding band was eligible for a complimentary resize. The customer rejected the resize and requested to return the item for a refund. The customers refund was processed on 1/27/25 and the issue has been satisfactorily resolved.

  

  Business Response

  Date: 02/04/2025

  The customer placed an order for two wedding bands from Brilliant Earth on 12/1/24; their order was fulfilled. The customer dropped off one of the wedding bands on 1/14/25 and requested an exchange for the same band in a new size. Brilliant Earth contacted the customer to advise that the wedding band was eligible for a complimentary resize. The customer rejected the resize and requested to return the item for a refund. The customers refund was processed on 1/27/25 and the issue has been satisfactorily resolved.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22854640
  
  I am rejecting this response because:
  
  Brilliant Earths response omits key details that misrepresent the situation. I originally dropped off my wedding band on 1/14/25 for an exchange, which was accepted at the time. However, after several days, Brilliant Earth unilaterally changed its position and informed me that they would only offer a resize, not an exchange despite the original agreement. This delay and policy change were done to their benefit, not mine, and left me without a resolution for an extended period.
  
  Only after I filed a BBB complaint did Brilliant Earth take my request seriously and issue a refund. Their statement implies the issue was handled smoothly, when in reality, they dragged the process out unnecessarily and altered their policy mid-process. I stand by my complaint and the frustration this experience caused.

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

  

  Business Response

  Date: 02/05/2025

  The customer placed an order for two wedding bands from Brilliant Earth on 12/1/24; their order was fulfilled. The customer dropped off one of the wedding bands on 1/14/25 and requested an exchange for the same band in a new size. Brilliant Earth contacted the customer to advise that the wedding band was eligible for a complimentary resize instead of an exchange. As part of Brilliant Earths mission to decrease our carbon footprint, Brilliant Earth explained to the customer that the ring could be resized without compromising its structural integrity. The customer rejected the resize and requested to return the item for a refund. The customers refund was processed on 1/27/25. **************** remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 02/06/2025

  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:01/24/2025

  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.

  I am writing to formally file a complaint against Brilliant Earth regarding a recent purchase and subsequent exchange experience.On December 8, 2024, I purchased the Tiburon wedding band (order #***********) as a 10-year anniversary gift for my husband, which I received on December 16, 2024. Unfortunately, the ring was not comfortable for my husband to wear, so I initiated an exchange for the Mojave wedding band (order#***********EX3).The Mojave ring arrived on January 13, 2025, and I was extremely disappointed to find that it was scratched and did not resemble the quality or appearance shown on Brilliant Earths website. I immediately contacted customer service on January 14, 2025, and spoke with a representative named ****. He created an exchange request for me to return to the original Tiburon wedding band since it was of far better quality.However, Brilliant Earth refused to honor the exchange and instead offered only two options:A repair of the damaged Mojave ring (which was not damaged by me).A 50% metal credit.Both options are unacceptable. I am still within the extended holiday return window and am requesting that Brilliant Earth either fulfill my original order by providing a new, high-quality ring as advertised or give a refund. I did not purchase a repaired or damaged product, and I should not have to settle for less than what I paid for.I expect Brilliant Earth to take accountability for this issue and honor their commitment to providing quality products and customer satisfaction.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

  

  Business Response

  Date: 02/04/2025

  The customer placed an order for a wedding band from Brilliant Earth on 12/8/24; the order was fulfilled. The customer requested an exchange on 12/26/24; the order was fulfilled. On 1/14/25, the customer contacted **************** with a repair need but also requested a 2nd exchange. The item was received and evaluated and the customer requested to process the 2nd exchange instead of the repair. The customers exchange order is being processed with an estimated delivery date of 2/14/25 and the customer has indicated their issue is satisfactorily resolved. 

  Customer Answer

  Date: 02/05/2025

  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. However, I would like to keep this complaint open until I receive my order (approximately 2/14/25) since I've already had a bad experience with the quality of their product.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/15/2025

  Type:Delivery 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 placed an order with this company for a pair of gold earrings as a Christmas gift. I received an email stating that my package was being delivered and would require a signature (see attachment). My package, delivered by ****** was either lost or stolen, and did not, like the email stated, require my signature for delivery. Brilliant Earth then stated they were opening an investigation with ***** and would replace the item. I never received any other updates until almost two weeks after receiving emails from two employees who both emailed me to check in, and never received a replacement.I then received an email stating that ***** denied the claim, and Brilliant Earth could not issue me a refund. Instead, it was offered to have a replacement sent and then return or exchange the item (see attachment). When I called to confirm, I was instead told that the item in fact could not be returned, despite the email. This was a Christmas gift, which is weeks too late, and a new item was purchased in its place. I am out over $400. As a customer, I find this situation quite frustrating. I understand that shipping issues can occur; however, it is the responsibility of the company to ensure that customers receive their orders, or at the very least, are compensated for lost items. This dispute should be with Brilliant Earth and ***** to resolve, and should not impact me. I have reached out to the company multiple times via phone and email. No one has responded to me since January 7, 2025.Attached are the screenshots of the emails I received.

  

  Business Response

  Date: 01/21/2025

   The customer placed an order from **************** on 12/16/24. The order was shipped to the address provided by the customer and delivered by the courier on 12/19/24. The customer contacted **************** on **/**/24 claiming that they had not received the package. Brilliant Earth submitted a claim with the courier for the lost package and the claim was denied. Brilliant Earth offered to provide a replacement for their missing item and the customer rejected the offer. ****************** called and emailed the customer on 1/18/24 and we are pending response from the customer. 

  Customer Answer

  Date: 02/12/2025

  Hi Aspen,

  
  

  Please see the attachments of 3 emails with dates to ******* ****, with no response. I can provide the full emails if needed. I have also attached my outgoing calls with dates. To reiterate, none of these emails or calls have been responded to.

  
  

  Thank you again,

  Elise 

  

  Business Response

  Date: 02/17/2025

   The customer placed an order from **************** on 12/16/24. The order was shipped to the address provided by the customer and delivered by the courier on 12/19/24. The customer contacted **************** on **/**/24 claiming that they had not received the package. Brilliant Earth submitted a claim with the courier for the lost package and the claim was denied. Brilliant Earth offered to provide a replacement for their missing item and the customer rejected the offer. ****************** spoke with the customer on 1/30/25 and the customer indicated their issue was satisfactorily resolved. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22813853
  
  I am rejecting this response because:

  I have not heard back from the company since 1/30/25 when ******* **** attempted to call me. I emailed three times and called multiple times, as shown in the screenshot photos. I have been emailing ******* **** as I have a hearing loss and speaking on the phone can be difficult. She has not responded despite explaining the same situation multiple times. 
  

  I have not received a refund nor a replacement for the items that were never delivered. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 02/20/2025

   The customer placed an order from **************** on 12/16/24. The order was shipped to the address provided by the customer and delivered by the courier on 12/19/24. The customer contacted **************** on **/**/24 claiming that they had not received the package. Brilliant Earth submitted a claim with the courier for the lost package and the claim was denied. Brilliant Earth offered to provide a replacement for their missing item and the customer rejected the offer. ****************** called and emailed the customer on 2/19/25 and we are pending response from the customer. 

  Customer Answer

  Date: 02/25/2025

  Good evening,
  
  I would like to formally withdraw my complaint with the business Brilliant Earth, Case # ********. I have resolved the matter with the business directly and am satisfied with the outcome.
  
  Thank you,
  *****

• Initial Complaint

  Date:01/14/2025

  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 placed an order on 11/12/2024 for an engagement ring. The ring was estimated to be delivered on 12/11/2024. On 12/10/2024 I chatted in concerning the fact that my order had not been shipped yet. I was told that the ring was complete and it would be overnighted for delivery on 12/11/2024. Later on in the day I received an email stating that the ring was going to be delayed. The new delivery date was 12/17/2024. On 12/16/2024 I received an email saying that my order was going to be delayed again and expected 12/20/2024. I received the ring on 12/20/2024 and the setting was wrong. I am not sure how a ******************* was done on a ring with the wrong setting, different than what I ordered. On 12/21/2024 I called to initiate a return since I received the wrong setting. I expressed that this was urgent and needed the ring to be remade correctly as soon as possible. They set it up as a repair order. I sent the ring back on 12/21/2024 and it was delivered to them on 12/24/2024. On 12/28/2024 they asked me to schedule an appointment to speak to a repair specialist. The first available appointment was 1/2/2025. The repair specialist stated they would repair the ring with the correct setting and the soonest it would be ready is 2 weeks. My estimated delivery date is 3 weeks on 1/22/2025. At this point I am over a month past the initial delivery date, I still do not have the correct ring. I opted for the promotional financing and I am making payments on a ring I do not have.

  

  Business Response

  Date: 01/21/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 11/12/24. The order was delivered to the customer on 12/20/24. On 12/21/24, the customer contacted **************** to advise their setting was not correct and a repair order was created for evaluation of the customers items. **************** contacted the customer on 1/2/25 and the customer approved the complimentary remake. On 1/16/25, Brilliant Earth called the customer to provide the estimated delivery date and the customer stated they would consider the matter resolved once their item is received. 
  

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22810692
  
  I am rejecting this response because:
  I still have not received the ring I ordered. The order was delayed yet again now expected January 30th. Brilliant Earth could not provide an explanation on how I was sent the wrong ring nor were they able to deliver the ring within their estimated timeframe they stated initially. 
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 02/05/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 11/12/24. The order was delivered to the customer on 12/20/24. On 12/21/24, the customer contacted **************** to advise their setting was not correct and a repair order was created for evaluation of the customers items. **************** contacted the customer on 1/2/25 and the customer approved the complimentary remake. On 1/16/25, Brilliant Earth called the customer to provide the estimated delivery date. The customers item was delivered on 1/30/24 and the customer indicated their issue would be considered satisfactorily resolved once the item was received. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22810692
  
  I am rejecting this response because: I sent an email on 1/17/25 asking to cancel the order because of another delay. I didnt receive a response so I figured I could just return the order if I ever received it. Since the return window should start when I received the correct ring. I received the order on 1/30/25 and I called in to start a return. I was informed that the return window expired on 1/18/25 which is 30 days after the wrong ring was sent. Apparently I do not get an option to return the ring after they made an error on the first one. If I was sent the correct ring in the first place I would have had a valid return. I emailed ****** **** about returning the ring and have not heard back. At this point I would like for Brilliant Earth to allow me to return the ring for a full refund. 
  
  Sincerely,
  
  ******** *******