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:01/13/2025

  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 a ring from this company online on March 31, 2024. The ring is listed on Brilliant Earth's website as the Bellevue Eternity Diamond Ring. I intend to use this ring as my wedding band. I paid $1,650 for the ring before tax. I have recently visited the website a few times in the past few months to show the ring to others and the ring is listed at $790. This pricing is not related to a limited-time sale or promotion, and the ring has not been discontinued. Essentially, the company has unilaterally devalued my ring by more than half in less than a year. I called the company asking for an explanation and they were only able to give me vague language about how they sometimes reduce prices to reflect changes in supply and market demand (however, the cost of lab diamonds has only gone down around 20% over the past year and the cost of gold has gone up, so this does not make sense - furthermore there has been major overall inflation). I was not forewarned that the cost of the ring could go down so much, and by reducing the cost of the ring so significantly on its website Brilliant Earth has destroyed my ring's resale value. This also means that they sold me a ring for $1650 that they now admit is only worth $790. Brilliant Earth refuses to refund the difference or let me return the ring to buy a new one at the current price. I have never before encountered a company selling high end luxury products with meaningful resale value that knowingly devalues its own products by ******* amounts after consumers have purchased them. Most luxury good brands guard the prices of their items in order to protect their customers' past investments. I would never have bought this ring at $1650 had I known that in less than a year Brilliant Earth would be valuing it at only $790. Now when I look at my wedding ring, which is supposed to be an investment piece and which is supposed to bring me joy, I am instead only going to be able to think about how Brilliant Earth ripped me off.

  

  Business Response

  Date: 01/21/2025

  The customer placed two orders from **************** on 3/31/24, the customers orders were fulfilled. On 1/13/24, the customer contacted **************** to discuss the pricing listed on the website for items purchased on 3/31/25 and 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 5/9/24.   Additionally, the website states that Brilliant Earth's product details and prices are also subject to change without notice and all of our prices are final and non-negotiable. Brilliant Earth contacted the customer on 1/16/24 to explain the policy. Brilliant Earth remains open to assist with any further questions or service needs. 

   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22805970
  
  I am rejecting this response because:

  Stating in terms and conditions that prices are subject to change is insufficient. It is reasonable to assume that consumers would, based on industry practices and past shopping experiences, interpret this to mean that items may go on sale/be part of promotional discounts. This is not sufficient to warn consumers that an item will be reduced by more than half in less than a year, and that the reduction will not be messaged on the business's website as a discount but as though that was always the price of the item, and asthough the original price never even existed. Someone from Brilliant Earth called me to "explain" the policy and told me that Brilliant Earth uses "dynamic pricing," which adjusts prices based on market forces like materials costs. However, as I mentioned in my earlier complaint, the materials that went into my ring have not gone down in cost sufficiently to justify anywhere close to this price reduction and even if they had, Brilliant Earth should be mindful of protecting its consumers' past investments in a product (gold jewelry) that is widely regarded as an investment item that is supposed to retain much of its value. I did more research on my own on "dynamic pricing" and, while this is a practice that *some* retailers use in the jewelry industry, it is by no means standard across the board because one of the implicit risks of dynamic pricing is that consumers feel it undermines their investment and it can make them feel ripped off. By practicing dynamic pricing Brilliant Earth has knowingly chosen a pricing strategy that will undermine its credibility with customers and the longterm value of its brand in exchange for more short term profit on individual transactions, and despite also knowing that it is primarily known for engagement and wedding rings and that customers therefore regard their products as important, sentimental items and as lifetime investments. Brilliant Earth should make it much more clear on their website that they practice dynamic pricing and what that means or consumers because I was absolutely shocked when I saw the drop in my wedding ring's price, and I am an educated consumer who is not new to purchasing fine jewelry and luxury items, and this has never happened to me before. Even if Brilliant Earth is unwilling to budge on this issue, it was important to me to make this complaint so that other consumers can be aware that this is one of Brilliant Earth's practices. Frankly for me this is not about getting money back because the damage of ruining my feelings about my wedding ring and its value has already been done. This is about challenging Brilliant Earth's entire pricing practices and its lack of *meaningful* transparency regarding those practices. Imagine if someone who didn't have a lot of money saved up for a year to purchase this item because it is her wedding ring and it is important to her, and in order to afford it she sacrificed other things like going on vacation or other elements of her wedding, and worked extra hours, only to discover after purchasing this ring that more than half its value disappeared overnight for no clear reason. She would be devastated. In my opinion, this practice is cruel, and consumers have a right to know more about it with greater transparency than "prices subject to change" in the T&C before they buy. All Brilliant Earth has offered me at this point is a discount on future purchases, but why would I ever invest in another piece of their jewelry knowing full well that the value of that item is completely arbitrary and that the price could go down by more than half at any time based on Brilliant Earth's whims?

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

  

  Business Response

  Date: 01/28/2025

  The customer placed two orders from **************** on 3/31/24, the customers orders were fulfilled. On 1/13/24, the customer contacted **************** to discuss the pricing listed on the website for items purchased on 3/31/25 and 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 5/9/24.   Additionally, the website states that Brilliant Earth's product details and prices are also subject to change without notice and all of our prices are final and non-negotiable. Brilliant Earth contacted the customer on 1/16/24 to explain the policy. Brilliant Earth remains open to assist with any further questions or service needs. Brilliant Earth is not able to provide a refund or return for the item requested. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22805970
  
  I am rejecting this response because:

  The business's response to my last communication is identical to its response to my previous communication, and has not bothered to address any of the points or details that I have provided. This makes it clear that Brilliant Earth does not take this process seriously, actually read or consider consumer complaints or feedback, or care about its customers.

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

• Initial Complaint

  Date:01/13/2025

  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.

  Send a bracelet in to be shortened. Bracelet was due back to me on 1/7/2025 and I still haven't received the product. When I call customer service they tell me its in transit but are unable to provide a location details. Already a week past due and terrible service with no product.

  

  Business Response

  Date: 01/21/2025

  The customer placed an order for a Tennis Bracelet from Brilliant Earth on 12/20/24 and their order was fulfilled. On 12/26/24, the customer requested to shorten the Tennis Bracelet. The item was evaluated for repair and the order was fulfilled and shipped to the customer on 1/7/25. Due to unforeseen shipping delays due to weather, the customers order was unable to be delivered by the courier. The customer contacted **************** on 1/**/25 and requested to have the order recalled and reshipped. The customers order was returned by the courier to Brilliant Earth on 1/15/25. Brilliant Earth created a reshipment for the order to be delivered to the customers local showroom with an estimated delivery of 1/23/25. Brilliant Earth called and emailed the customer on 1/17/25 and we are pending response from the customer. 

• Initial Complaint

  Date:12/29/2024

  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 both an engagement ring and a wedding band in February 28, 2024. After purchasing the rings and proposing to my now wife we decided to have them soldered together, combining both the rings into one. This is where all our issues began.We took the rings into the ***** Brilliant Earth store location on August 18, 2024 and we figured this was more than enough time to have this done before our wedding date on October 26, 2024. After being told the process would take no longer than 2-3 weeks the rings were finally delivered on October 2, 2024, far beyond the guaranteed delivery date. However the rings were soldered incorrectly and devalued the cost and appearance of the rings. We immediately shipped the rings back on Oct 4, 2024 to Brilliant Earth to correct the issue. Unfortunately, and after we agreed to have the rings remain separate back to their original state, since then we have not had possession of our rings due to the fact that everytime that the rings are "ready" for pickup, we immediately noticed that the rings are still not in their original state/condition. We notice a significant loss of metal on the engagement ring, that of which resembles a thin washer you would find at a hardware store.I've tested it in the store with my own brand new caliper measuring tool. Even then I notice that it is below their advertised width threshold, not even meeting their own policy standards. In other words Brilliant Earth is trying to commit theft in hopes I simply accept the rings in a different condition then when I first purchased them. In gist: - We took our Brilliant Earth-purchased wedding rings to have them soldered - Brilliant Earth failed and not only ruined the engagement ring but has not returned us the rings in its original state that we originally turned them in to have soldered. - It's been months since we've had our rings (property)- They are trying to give us back our rings not on their original condition; less metal

  Customer Answer

  Date: 01/02/2025

  Hi,
  
  I would like if the company (Brilliant Earth) could respond to me and see the conversation within the BBB website/app, so if you could let them know that it is the customers preference I would greatly appreciate it. 
  
  Thanks,
  Luis 
  

  
  

  

  Business Response

  Date: 01/08/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 2/27/24 and their order was fulfilled. The customer dropped off their rings at a **************** showroom on 8/18/24 and requested to have them soldered. The customers order was fulfilled. The customer contacted **************** and requested to have the rings evaluated. Brilliant Earth received the rings on 10/7/24. The customer requested to have the rings unsoldered. Brilliant Earth unsoldered the rings and advised their engagement ring was required to be remade and the customer agreed to have the ring remade. The order was fulfilled and the customer rejected to pick up their order on three occasions. Brilliant Earth contacted the customer; we are pending follow up and we remain open to assisting the customer with their service needs. 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22743630
  

  I am rejecting this response because:

  
  

  On August 10, 2024 11:47am and prior me ever dropping off the rings to have them soldered I first called Brilliant Earth to inquire about the following:

  1. Whether they provided soldering services.
  2. If my Extended Protection Plan that I bought in addition to the rings covered the soldering I wanted to have done. 
  I was told that Brilliant Earth could do the soldering and that unfortunately my Extended warranty plan did not cover the 150 dollar cost of the soldering which I was ultimately fine with paying.
  On August 10, 2024 11:52am immediately following the previous phone call I called my Extend Protection Plan (spoke to someone named *******) to confirm and see if they did indeed not cover the soldering. They confirmed that my plan did not cover the soldering. 
  I moved forward with dropping the rings off at Brilliant Earth, ***** location on 8/18/2024. 
  
  
  
  
  Brilliant Earth's response: The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 2/27/24 and their order was fulfilled. 
  My response: Correct, I purchased the rings on 2/27/24. The engagement ring features a Sapphire gemstone surrounded by four diamonds, and the wedding band has four diamonds across the ring.
  
  
  Brilliant Earth's response: The customer dropped off their rings at a **************** showroom on 8/18/24 and requested to have them soldered. The customers order was fulfilled. 
  My response: The order was fulfilled incorrectly. Please see attached images. Brilliant Earth conveniently excludes the part where at the time my wife and I were dropping off the rings I had spoken not just to one but to 4 employees, one of which included a manager, where my wife and I physically showed them how we wanted the rings to be soldered and it was made clear what our expectations were and how the ring would ultimately look. It was beyond obvious that the Sapphire gemstone should go in between the 4 diamonds on the wedding band with a slight contour to provide space for the sapphire gemstone. The employees including the manager thought it would look prettier. Nevertheless we were rest assured that it was something that would absolutely be possible to do. 
  We discussed the final setting for about 10 minutes followed by another 20 minutes of them troubleshooting an issue with their system not being able to update the address ensuring that the ring(s) were to be shipped to the correct address. 
  While at the store we signed a drop-off receipt with the incorrect address ultimately ensured that the ring(s) would be delivered to the correct address. 
  We were assured that it would be taken cared of by the manager and would be sent to the right address but only after my wife and I had to travel back again to the store, after having left it, because we received a confirmation email still with the wrong address! Imagine having your rings sent to the wrong address! 
  Also before leaving the store we were guaranteed that the order would only take 2 to 3 weeks to be soldered and delivered back to us. 
  We were also followed up by ******* ****** (Customer Experience Manager) via email (August 18, 2024 11:10 am) who spoke with ***** and were again rest assured that everything will get handled!
  On August 23, 2024 I contacted Brilliant Earth by phone at approx. 3:32 pm to make sure the ring would arrive to the correct address which to my discovery the address on file was still incorrect. 
  When 3 weeks had passed the rings ultimately never arrived. After calling (September 12, 2024, 11:50am, Agent: ******) and sending emails (September 12, 2024 12:29 pm, ******* ******) I discovered that the rings were never touched and worked on to begin with. After communicating with ******* apparently there was a 3rd party company (production team) that handles the soldering that needed confirmation to begin work, ******* apologized that this information was never communicated to my wife and I by the 4 employees, including the manager. 
  Again at no point whatsoever were we told that this was going to happen (3rd party needing approval) and aside from I calling prior on Aug 23, 2024 to inquire about the incorrect address on file - nothing was mentioned about my rings being on standby nor was there any attempt to contact me in regards to the soldering being on standby. Had I not taken the initiative the ring(s) would have remained in Brilliant Earths custody for who knows how long.  
  Since I dropped off the ring(s) to be soldered I only received emails in regards to my Extended warranty which was confusing since I already understood before I dropped the rings off that it would not cover the cost of soldering. Every person and email that contacted me in regards to my Extended plan only ever inquired about whether or not I filed a claim since I had purchased the Extended Protection Plan even though, again, I already knew way before that the soldering was not covered. Again, at not point during the 3 plus weeks was there ever a mention of a 3rd party production team and that the rings I turned in were not being soldered. 
  And mind you my wedding date was soon approaching - Oct 26th, 2024. 
  After I followed up with ******* on Sept ******* she was going to follow up with the team to address the issue and begin the soldering process. 
  On Sept 14, 2024 ******* calls me to continue following up. We discussed what was already discussed in the Tampa showroom the day I first took the rings to have them soldered in regards of the positioning and contour for the wedding band. She admitted and said that we were on the same boat and that this isnt something that can just be sent to an inbox, which is why I (*******) wished they (the production team) wouldve let us know so that we couldve called (the customer) to confirm, even though we already gave the same expectation in person. 
  ******* would later inquire about wavering the soldering fee due to the emails that got lost and poor communication on our part and give the production team the thumbs up to begin the soldering process. 
  
  
  
  
  Brilliant Earth's response: The customer contacted **************** and requested to have the rings evaluated. Brilliant Earth received the rings on 10/7/24. 
  My response: After waiting 45 days (1 month 14 days) I finally received the soldered ring(s) on Oct 2, 2024 11:46am and to my horror and disbelief the rings where soldered incorrectly. Instead of the Sapphire sitting evenly in between the 4 diamonds in the wedding band it was off center with 3 diamonds somewhat centered to the sapphire gemstone and the forth diamond off to the side. The contour was never added or created. The ring looked hideous and was not at all the outcome that was discussed and understood. See attached image(s).  
  I immediately reached out to Brilliant Earth via phone and emailed ******* ******, I did not get a response until the next day at 12:11pm.
  ******* admits that the the repair team is unable to safely solder the two together after assuring us that it would be possible. 
  I also spoke to **** (a manager) who agreed and said this is just completely unacceptable, soldering is something that should be a very common and easy thing to do its a very simple process and I do apologize for this happening to you she followed later by stating that those look terrible I dont know what happened there Im going to show this to my manager because this is just simply unacceptable, soldering is something that should be a very common and easy thing to do its a very simple process and I do apologize for this happening to you she followed later by stating that those look terrible I dont know what happened there Im going to show this to my manager because this is just simply unacceptable it is completely misaligned. 
  I sent **** the photos and she said she would speak to the repair manager and team.
  I was sent a 2 day shipping label to send the ring back. I sent the ring back immediately. It arrived on 10/7/2024.
  
  
  
  
  Brilliant Earth's response: The customer requested to have the rings unsoldered. Brilliant Earth unsoldered the rings and advised their engagement ring was required to be remade and the customer agreed to have the ring remade. The order was fulfilled and the customer rejected to pick up their order on three occasions. 
  My response: Due to our approaching wedding date and all the misunderstanding and mishandling of our case, we were given a few options:
  1. Have the repair/production team attempt to re-solder the rings together and realign the rings as originally agreed and understood.
  2. Proceed with the original pairing the winding ****** engagement ring and the winding ****** wedding band, as two separate rings.
  My wife and I proceed with the second option to have our rings return to their original state - two separate rings, as originally purchased. 
  I was not aware that when rings are remade precious metal is removed and returned to the customer with dimensions that do not meet the companys own standard. 
  My wife and I live in ******* and had to travel multiple times only to be disappointed after every visit and eventually felt deceived as if we were being swindled as the engagement ring had the dimensions similar to a thin washer that could be found in a hardware store. It did not have the original dimensions. In total we drove back and forth 6 times, once to initially drop it off, 2 times to pick up and drop off loaner rings, and 3 times to be met with disappointment when realizing the rings were far thinner than what we originally purchased. 
  On December 7, 2024 12:07pm I received an email from ****** ********** (the Customer Experience Area Manager at the ***** store location) stating: I just received imagery of the engagement ring and its still a bit thinner than we had hoped. We can send it right back out to continue the work, 
  On the last visit, I purchased my own caliper measuring tool to measure and show ****** ********** that the rings did not meet their own average standards as noted in their website: 2.5mm for the engagement ring and 2.0mm for the wedding band.
  The original engagement ring I purchased was around the 2.5 average standard width if not more, after measuring it myself physically in the store the caliper read 1.19mm (see image), far below the companies standard. The wedding band was also purchase around the 2.0 average width if not more, after measuring it with the caliper - it read 1.4mm (see image). Brilliant Earths tolerance and policy of what is acceptable for the width of any ring is .2mm. 
  On all our visits to pick up the rings after being informed that they have met our expectations and were ready, we did not leave with the rings. We always left the rings behind for Brilliant Earth to remake and fix our rings.  
  
  
  Brilliant Earth's response: Brilliant Earth contacted the customer; we are pending follow up and we remain open to assisting the customer with their service needs. 
  My Response: After I filed a complaint to Brilliant Earth, I was then contacted by people in corporate who I was told I could not speak to. I was told I was already speaking to the highest level of customer facing on the sales team both in person and via the customer support department. 
  All my wife and I want and what would make us ultimately happy is for Brilliant Earth to give us a full refund of both the rings and Extend plan. 

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

  

  Business Response

  Date: 01/16/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 2/27/24 and their order was fulfilled. The customer dropped off their rings at a **************** showroom on 8/18/24 and requested to have them soldered. The customers order was fulfilled. The customer contacted **************** and requested to have the rings evaluated. Brilliant Earth received the rings on 10/7/24. The customer requested to have the rings unsoldered. Brilliant Earth unsoldered the rings and advised their engagement ring was required to be remade and the customer agreed to have the ring remade. The order was fulfilled and the customer rejected to pick up their order on three occasions due to the width of the bands. The width listed on Brilliant Earths website is measured at the rings widest point and not specifically the shank; in the customers case, the engagement rings two intertwined parts of the band for example. Brilliant Earth contacted the customer and we are pending follow up and we remain open to assisting the customer with providing a satisfactory resolution. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22743630
  
  

  Apart from minor changes/add-ons towards the end (noted by the <UPDATE: on Jan 16 2024>), Brilliant Earth responded similarly. 
  
  Similarly, I am rejecting this response.
  
  
  On August 10, 2024 11:47am and prior me ever dropping off the rings to have them soldered I first called Brilliant Earth to inquire about the following:
  1. Whether they provided soldering services.
  2. If my Extended Protection Plan that I bought in addition to the rings covered the soldering I wanted to have done. 
  I was told that Brilliant Earth could do the soldering and that unfortunately my Extended warranty plan did not cover the 150 dollar cost of the soldering which I was ultimately fine with paying.
  On August 10, 2024 11:52am immediately following the previous phone call I called my Extend Protection Plan (spoke to someone named *******) to confirm and see if they did indeed not cover the soldering. They confirmed that my plan did not cover the soldering. 
  I moved forward with dropping the rings off at Brilliant Earth, ***** location on 8/18/2024. 
  
  
  Brilliant Earth's similar response: The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 2/27/24 and their order was fulfilled. 
  My similar response: Correct, I purchased the rings on 2/27/24. The engagement ring features a Sapphire gemstone surrounded by four diamonds, and the wedding band has four diamonds across the ring.
  

  
  
  Brilliant Earth's similar response: The customer dropped off their rings at a **************** showroom on 8/18/24 and requested to have them soldered. The customers order was fulfilled. 
  My similar response: The order was fulfilled incorrectly. Please see attached images. Brilliant Earth conveniently excludes the part where at the time my wife and I were dropping off the rings I had spoken not just to one but to 4 employees, one of which included a manager, where my wife and I physically showed them how we wanted the rings to be soldered and it was made clear what our expectations were and how the ring would ultimately look. It was beyond obvious that the Sapphire gemstone should go in between the 4 diamonds on the wedding band with a slight contour to provide space for the sapphire gemstone. The employees including the manager thought it would look prettier. Nevertheless we were rest assured that it was something that would absolutely be possible to do. 
  We discussed the final setting for about 10 minutes followed by another 20 minutes of them troubleshooting an issue with their system not being able to update the address ensuring that the ring(s) were to be shipped to the correct address. 
  While at the store we signed a drop-off receipt with the incorrect address ultimately ensured that the ring(s) would be delivered to the correct address. 
  We were assured that it would be taken cared of by the manager and would be sent to the right address but only after my wife and I had to travel back again to the store, after having left it, because we received a confirmation email still with the wrong address! Imagine having your rings sent to the wrong address! 
  Also before leaving the store we were guaranteed that the order would only take 2 to 3 weeks to be soldered and delivered back to us. 
  We were also followed up by ******* ****** (Customer Experience Manager) via email (August 18, 2024 11:10 am) who spoke with ***** and were again rest assured that everything will get handled!
  On August 23, 2024 I contacted Brilliant Earth by phone at approx. 3:32 pm to make sure the ring would arrive to the correct address which to my discovery the address on file was still incorrect. 
  When 3 weeks had passed the rings ultimately never arrived. After calling (September 12, 2024, 11:50am, Agent: ******) and sending emails (September 12, 2024 12:29 pm, ******* ******) I discovered that the rings were never touched and worked on to begin with. After communicating with ******* apparently there was a 3rd party company (production team) that handles the soldering that needed confirmation to begin work, ******* apologized that this information was never communicated to my wife and I by the 4 employees, including the manager. 
  Again at no point whatsoever were we told that this was going to happen (3rd party needing approval) and aside from I calling prior on Aug 23, 2024 to inquire about the incorrect address on file - nothing was mentioned about my rings being on standby nor was there any attempt to contact me in regards to the soldering being on standby. Had I not taken the initiative the ring(s) would have remained in Brilliant Earths custody for who knows how long.  
  Since I dropped off the ring(s) to be soldered I only received emails in regards to my Extended warranty which was confusing since I already understood before I dropped the rings off that it would not cover the cost of soldering. Every person and email that contacted me in regards to my Extended plan only ever inquired about whether or not I filed a claim since I had purchased the Extended Protection Plan even though, again, I already knew way before that the soldering was not covered. Again, at not point during the 3 plus weeks was there ever a mention of a 3rd party production team and that the rings I turned in were not being soldered. 
  And mind you my wedding date was soon approaching - Oct 26th, 2024. 
  After I followed up with ******* on Sept ******* she was going to follow up with the team to address the issue and begin the soldering process. 
  On Sept 14, 2024 ******* calls me to continue following up. We discussed what was already discussed in the Tampa showroom the day I first took the rings to have them soldered in regards of the positioning and contour for the wedding band. She admitted and said that we were on the same boat and that this isnt something that can just be sent to an inbox, which is why I (*******) wished they (the production team) wouldve let us know so that we couldve called (the customer) to confirm, even though we already gave the same expectation in person. 
  ******* would later inquire about wavering the soldering fee due to the emails that got lost and poor communication on our part and give the production team the thumbs up to begin the soldering process. 
  
  
  
  Brilliant Earth's similar response: The customer contacted **************** and requested to have the rings evaluated. Brilliant Earth received the rings on 10/7/24. 
  My similar response: After waiting 45 days (1 month 14 days) I finally received the soldered ring(s) on Oct 2, 2024 11:46am and to my horror and disbelief the rings where soldered incorrectly. Instead of the Sapphire sitting evenly in between the 4 diamonds in the wedding band it was off center with 3 diamonds somewhat centered to the sapphire gemstone and the forth diamond off to the side. The contour was never added or created. The ring looked hideous and was not at all the outcome that was discussed and understood. See attached image(s).  
  I immediately reached out to Brilliant Earth via phone and emailed ******* ******, I did not get a response until the next day at 12:11pm.
  ******* admits that the the repair team is unable to safely solder the two together after assuring us that it would be possible. 
  I also spoke to **** (a manager) who agreed and said this is just completely unacceptable, soldering is something that should be a very common and easy thing to do its a very simple process and I do apologize for this happening to you she followed later by stating that those look terrible I dont know what happened there Im going to show this to my manager because this is just simply unacceptable, soldering is something that should be a very common and easy thing to do its a very simple process and I do apologize for this happening to you she followed later by stating that those look terrible I dont know what happened there Im going to show this to my manager because this is just simply unacceptable it is completely misaligned. 
  I sent **** the photos and she said she would speak to the repair manager and team.
  I was sent a 2 day shipping label to send the ring back. I sent the ring back immediately. It arrived on 10/7/2024.
  
  
  
  Brilliant Earth's similar response with new modified ending: The customer requested to have the rings unsoldered. Brilliant Earth unsoldered the rings and advised their engagement ring was required to be remade and the customer agreed to have the ring remade. The order was fulfilled and the customer rejected to pick up their order on three occasions <UPDATE: on Jan 16 2024>due to the width of the bands.<UPDATE>. 
  My similar response: Due to our approaching wedding date and all the misunderstanding and mishandling of our case, we were given a few options:
  1. Have the repair/production team attempt to re-solder the rings together and realign the rings as originally agreed and understood.
  2. Proceed with the original pairing the winding ****** engagement ring and the winding ****** wedding band, as two separate rings.
  My wife and I proceed with the second option to have our rings return to their original state - two separate rings, as originally purchased. 
  I was not aware that when rings are remade precious metal is removed and returned to the customer with dimensions that do not meet the companys own standard. 
  My wife and I live in ******* and had to travel multiple times only to be disappointed after every visit and eventually felt deceived as if we were being swindled as the engagement ring had the dimensions similar to a thin washer that could be found in a hardware store. It did not have the original dimensions. In total we drove back and forth 6 times, once to initially drop it off, 2 times to pick up and drop off loaner rings, and 3 times to be met with disappointment when realizing the rings were far thinner than what we originally purchased. 
  On December 7, 2024 12:07pm I received an email from ****** ********** (the Customer Experience Area Manager at the ***** store location) stating: I just received imagery of the engagement ring and its still a bit thinner than we had hoped. We can send it right back out to continue the work, 
  On the last visit, I purchased my own caliper measuring tool to measure and show ****** ********** that the rings did not meet their own average standards as noted in their website: 2.5mm for the engagement ring and 2.0mm for the wedding band.
  The original engagement ring I purchased was around the 2.5 average standard width if not more, after measuring it myself physically in the store the caliper read 1.19mm (see image), far below the companies standard. The wedding band was also purchase around the 2.0 average width if not more, after measuring it with the caliper - it read 1.4mm (see image). Brilliant Earths tolerance and policy of what is acceptable for the width of any ring is .2mm. 
  On all our visits to pick up the rings after being informed that they have met our expectations and were ready, we did not leave with the rings. We always left the rings behind for Brilliant Earth to remake and fix our rings.  
  
  
  
  Brilliant Earth's newly added response: The width listed on Brilliant Earths website is measured at the rings widest point and not specifically the shank; in the customers case, the engagement rings two intertwined parts of the band for example.  
  My response: Brilliant Earths own staff and employee(s), ****** **********, has admitted and agreed that the rings are thinner than originally purchased:
  On 10/24/24 12:16 PM, ****** emails: Hi ****,
  Apologies for the delay I was traveling this morning.
  Im incredibly sorry to deliver bad news, but the rings did not ship out our team reached out to you on the 22nd advising it would be best to remake the setting (subject line for reference is * Action Needed * Your Brilliant Earth Repair Order). I connected with them and they confirmed, in refurbishing the ring, that the band would become too thin.
  
  This was followed by the production team moving forward with the refurbishing, however it is clear, not just by our own personal witness, but by the images and photo evidence that the rings remained very thin. The rings were not truly refurbished. 
  
  On 12/7/2024 12:07 PM, ****** emails: Hi ****,
  I just received imagery of the engagement ring and its still a bit thinner than we had hoped. We can send it right back out to continue the work, but I did want to check in to see if youre interested in picking the rings up as is for now to at least have for the upcoming holidays? We could then send the engagement ring out after.
  All my best,
  
  Both our engagement and wedding band rings currently do not come close to the width we had originally purchased nor the advertised width as shown in the attached images in my previous response. So Brilliant Earth is still in the wrong. It has been made very clear and obvious the differences both physically and visually that Brilliant Earth, despite entrusting them with our rings care, are trying to give us back our rings with far less precious metal. Brilliant Earths website does not specify where the rings width is located; please provide the company policy where it states exactly where the advertised width is supposed to be in accordance to the ring. Otherwise this is part of Brilliant Earths ongoing deception and lies. Enough with the games, if I or any of my friends or family were to purchase more rings form Brilliant Earth similar to the one I purchased (which Im highly considering doing if it means further proving my point (dont worry, Ill return it within the return window)) - I can guarantee Brilliant Earth will not be sending me an engagement ring with a shank measuring the width of 1.19mm and a wedding band shank measuring 1.4mm like Brilliant Earth is currently trying to return and give back to me. 
  Either give me a full refund including the Extend Plan warranty I purchased in addition to the rings, or simply give us our rings in their original purchased size/dimension state as truly advertised in your website. 
  Why is Brilliant Earth making this so difficult? This is not a good look for Brilliant Earth. Brilliant Earth devalued my rings by not returning them back in their original size/dimension after soldering them incorrectly, now Brilliant Earth is trying to give me back the rings with noticeably far less precious metal over what is approaching 5 months in process.
  
  My takeaway, if I've learned anything thus far, is when Brilliant Earth says they will remake your rings, they mean they will give back your ring with far less precious metal. 
  
  Side note: Since Ive made this BBB complaint ****** **** (GIA **** Customer Resolutions) has been contacting me privately in my personal email after I asked to communicate via the BBB. Moving forward, until I receive a full refund including the Extend Plan warranty I purchased in addition to the rings, or receive my rings in their original purchased size/dimension state and condition as truly advertised in Brilliant Earths website I will communicate here for full transparency and accountability. Thank you for understanding. 
  
  
  Brilliant Earth's response: Brilliant Earth contacted the customer and we are pending follow up and we remain open to assisting the customer with providing a satisfactory resolution. 
  My Response: My wife and I kindly request a full refund for both the rings and the Extend plan from Brilliant Earth, which would greatly contribute to our satisfaction and happiness. 
  
  
  Sincerely,
  

  **** ******

• Initial Complaint

  Date:12/28/2024

  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 purchased an engagement ring and wedding band from Brilliant Earth back on May 10, 2024 but didnt propose to my fiance until July 2024. I spent $8608.91 total and had expectations that these pieces would be high quality. However, it seems like its defective and Brilliant Earth has done nothing to resolve these issues. When I noticed a stone missing, I immediately called Brilliant Earths customer service. After explaining to the representative what happened, the first thing they told me was, I cant help you with that. There was no compassion for the situation at all, indicating they only care about sales and not the quality of their products. Brilliant Earth has failed to give us a refund for both rings, which has caused a lot of unnecessary complications. The wedding band is the same setting as the engagement ring, which will cause more anxiety that this could happen to both of the rings again. I am not interested in store credit either, based on how unhelpful their customer service has been and the quality of their jewelry not being durable. We had intentions that this ring would be passed on from generation to generation and it cant even last the 5 months its been on my fiances finger. My wedding is in a few months and the last thing I want to deal with is defective jewelry. After discussing with many other jewelers, these rings were made with so little material to support my diamonds that this will be an ongoing issue. I want to seek a full refund for both rings and be done with this company entirely.

  

  Business Response

  Date: 01/02/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 5/10/24 and their order was fulfilled. The customer contacted **************** on **/**/24 and requested a return due to a repair need. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 6/29/24. Brilliant Earth educated the customer about the return/exchange policy and offered to assist with having their ring evaluated for repair and the customer rejected the offer. **************** continues to be open to assisting the customer with any service needs for their rings.
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22740119
  
  I am rejecting this response because: Brilliant Earths customer service has been extremely unprofessional. On Friday December 27, 2024, I reached out to the management team about this issue. The manager I spoke with let me know they would be willing to accept the setting and wedding band only but I would have to keep the center stone diamond. I agreed and the manager said they would reach out within 24 hours to let me know a final decision. I waited well over 24 hours and heard nothing. I reached out once again and this time spoke with a supervisor named *******. She stated they had no notes regarding my previous management conversation. This to me feels like this business is out to scam people and will continue to tell customers they will have a resolution within 24 hours to just turn around and have no recollection of that conversation. ******* was extremely unprofessional, continuously spoke over us and had no resolution. Again, I let her know we would be willing to keep our center stone diamond and accept a refund for just the engagement ring setting and wedding band. A total of $3,380. Her demeanor changed and said she would be willing to accommodate if we took down our BBB complaint. She then called back 30 minutes later to retract that accommodation. Im tired of going in circles with this company. I would be willing to let this go if they would just keep their word and refund us for the setting and wedding band.
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 01/08/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 5/10/24 and their order was fulfilled. The customer contacted **************** on **/**/24 and requested a return due to a repair need. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 6/29/24. Brilliant Earth educated the customer about the return/exchange policy and offered to assist with having their ring evaluated for repair and the customer rejected the offer. **************** called the customer on 12/28/24 and reiterated the return/exchange policy and explained they were outside of the policy and the customer again rejected the offer to have their ring evaluated for repair. Brilliant Earth continues to remain open to assisting the customer with any service needs.

• Initial Complaint

  Date:12/26/2024

  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 and wedding band from brilliant earth via layaway. I paid off the ring. Was told it would be delivered on October 12. Never came. Then I was told October 16, never came. Then I called and was told I never signed the layaway agreement. I signed in October *******. The letter had July date on it. Making it passed the so called 30 day cancel policy. It is now December 20 and no ring. I had to buy another ring so I could get married. I still have no ring and I am out $6,600.00

  

  Business Response

  Date: 01/08/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 6/8/24. The customer contacted **************** on 6/**/24 and made a partial payment towards their order and requested to place the order on a layaway plan for the remaining balance. As stated on the Brilliant Earth website, layaway payments are non-refundable after 30 days from the initial purchase date. The website also states that should the customer cancel their purchase before shipment and after 30 days from the initial purchase date, a restocking fee of 20% of the full purchase pice will be deducted from the amount paid, with the remaining balance to be applied as store credit. The customers return policy ended on 7/14/24. The customer paid their remaining balance on 9/27/24. The customer contacted **************** on **/**/24 and were advised a signature was required for their layaway order prior to shipment. The customer signed the ******* document on 10/19/24. The customer filed a chargeback with their financial institution and Brilliant Earth was notified on 10/24/24; which further delayed shipment of their order. On 12/20/24, Brilliant Earth contacted the customer and offered to ship their order once the dispute of charges were settled with the customers financial institution. On 1/4/25, Brilliant Earth contacted the customer and remains open to ship the customers order or provide cancellation of the order within the layaway terms. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22715722
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 01/12/2025

  On June 8th, 2024, we visited the Brilliant Earth showroom in *************. We saw an engagement ring design on their website that we liked and wanted to see the ring in person. We selected a diamond and the setting, and the salesman set up the order on his tablet. At no point in time did we sign any paperwork and were never informed of their insane return policy. The salesman gave us a number to call when we were ready to make the first payment. We left the store with no estimate of when we would be getting the ring but were told that it would be shipped when it was paid off. We called to set up payments on June 14th, 2024, and paid $1,100. At this time, we were again never informed of their return policy. The next payments were made online on July 11th, 2024, for $222.25, September 6th, 2024, for $300 and September 30th, 2024, for $4,989. The September 30th payment was the final one and the ring was paid off. On that same day, we were told that the ring would be delivered to us on October 12th, 2024. October 12th came and there was no ring and no communication from Brilliant Earth regarding shipment, delivery, etc. We called that same day and were told that the ring was delayed until October 16th, 2024. That day came and there was no ring and no communication from Brilliant Earth regarding shipment, delivery, etc. We called that same day and were told the ring was delayed until October 18th, 2024. October 18th came and there was still no ring and no communication. We received an email on October 18th at 5pm that the layaway terms needed to be signed. This was something that we should have signed in the showroom when we were ordering the ring. We electronically signed the document and emailed it back on that same day. On October 19th, 2024, we received an email saying that the date couldnt be read on the layaway document that we sent them the day before. They requested that we sign and date the paperwork again and email it back. We called immediately after sending the email to verify that they received it and were told that we could expect the ring on October 22nd.There was still no ring and no communication when October 22nd came around, so we placed a call to Brilliant Earth. We told them that we wanted to cancel our order and were told that it was past the 30 day return policy. The first time we were informed of the policy was when we were asked to sign the layaway terms paperwork 4 days earlier!!! They said we could cancel but a refund wasnt possible. They informed us they could only give us store credit minus 20% for a restocking fee. We were completely shocked because we had never been informed of this ridiculous policy and if we had, we definitely wouldnt have purchased anything! We said absolutely not, and they said they would send the ring and it would arrive on October 25th, 2024. On October 23rd, we called **** and requested to reverse all payments to Brilliant Earth on the grounds of dishonest business practices and NO PRODUCT. USAA reversed the charges and credited our account. **** asked us to submit all documentation regarding this issue and upon doing so, we discovered that Brilliant Earth changed the date of the layaway receipt to July 25, 2024! We signed that paperwork on October 19th, 2024 and that date is by the signature. This is fraudulent because they show it dated as almost three months before! We were still checking our Brilliant Earth account online to see if they cancelled our order as we had requested. The only thing we saw was that the ring kept getting delayed and pushed back multiple times. Upon checking our Brilliant Earth account the week of November 18th, 2024, we discovered that there was no longer anything on our account. There was no ring order, order history, customer information, etc. At this point, we assumed it was cancelled and done with. On December 20th, 2024, we received a call from Brilliant Earth. The representative very rudely gloated and informed us that they had won the dispute and wanted to know what we wanted to do next. He stated that our options were to take the ring or take store credit minus the 20% restocking fee. We vehemently disagreed with that and called **** again. They submitted a rereview of our dispute and we were told that they couldnt reverse the charges again. Currently, Brilliant Earth has over $6000 of our money, we have no ring and no desire to do business with them or accept store credit. We want a full refund for the amount of money that we spent on a product that was never delivered to us. We feel that since we were not informed of the return policy when we placed the order in June, we shouldnt be held to it. Also, its incredibly shady to have a 30-day return policy on a product that you dont even have in hand. If we had ever received the ring, we would have been well past the 30 day return window and wouldnt have been able to do anything about it. Upon reading reviews, we realized that there are countless others that have experienced this. Many people received damaged rings but since it was past the 30 days, they had to pay out of pocket to fix it. We could have been in the same boat if we had ever received our product. Brilliant Earth lied to USAA and told them that we were aware of the terms, but we had no idea. This company is very unethical and has horrific customer service and practices. 
  
  

  

  Business Response

  Date: 01/21/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 6/8/24. The customer contacted **************** on 6/**/24 and made a partial payment towards their order and requested to place the order on a layaway plan for the remaining balance. As stated on the Brilliant Earth website, layaway payments are non-refundable after 30 days from the initial purchase date. The website also stated that should the customer cancel their purchase before shipment and after 30 days from the initial purchase date, a restocking fee of 20% of the full purchase pice will be deducted from the amount paid, with the remaining balance to be applied as store credit. The customers return policy ended on 7/14/24. The customer paid their remaining balance on 9/27/24. The customer contacted **************** on **/**/24 and were advised a signature was required for their layaway order prior to shipment. The customer signed provided a signature on 10/19/24. The customer filed a chargeback with their financial institution and Brilliant Earth was notified on 10/24/24; which further delayed shipment of their order. On 12/20/24, Brilliant Earth spoke with the customer and offered to ship their order once the dispute of charges were settled with the customers financial institution. **************** contacted the customer on 1/9/25 and explained the layaway contract terms and remains open to ship the customers order or provide cancellation of the order within the layaway terms. 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22715722
  
  I am rejecting this response because: What the company is saying is completely false. They have changed their story several times. I just want my money back. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/28/2025

  The customer placed an order for an engagement ring and wedding band from Brilliant Earth on 6/8/24. The customer contacted **************** on 6/**/24 and made a partial payment towards their order and requested to place the order on a layaway plan for the remaining balance. As stated on the Brilliant Earth website, layaway payments are non-refundable after 30 days from the initial purchase date. The website also stated that should the customer cancel their purchase before shipment and after 30 days from the initial purchase date, a restocking fee of 20% of the full purchase pice will be deducted from the amount paid, with the remaining balance to be applied as store credit. The customers return policy ended on 7/14/24. The customer paid their remaining balance on 9/27/24. The customer contacted **************** on **/**/24 and were advised a signature was required for their layaway order prior to shipment. The customer signed provided a signature on 10/19/24. The customer filed a chargeback with their financial institution and Brilliant Earth was notified on 10/24/24; which further delayed shipment of their order. On 12/20/24, Brilliant Earth spoke with the customer and offered to ship their order once the dispute of charges were settled with the customers financial institution. **************** contacted the customer on 1/9/25 and explained the layaway contract terms and remains open to ship the customers order or provide cancellation of the order within the layaway terms. Brilliant Earth is not able to provide a refund for the customer per the signed layaway terms. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22715722
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/25/2024

  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 purchased a diamond ring from Brilliant Earth on 10/20/24. The order was ready for pickup on 11/2/24, and I picked it up from the store on 11/6/24.During the purchase process, I was not informed about a 30-day return policy. In fact, the salesperson mentioned an extended holiday return policy, which led me to believe I would have until 1/15/25, to make any exchanges or adjustments.After giving the ring to my partner on 12/20/24, we decided to make an exchange, adjust the band size, and address some issues with the loose diamond setting and visible scratches on the gold band. However, when I contacted Brilliant Earth, I was told that we were outside the 30-day exchange window.I referenced the extended holiday exchange policy mentioned to me during the purchase. The company then claimed that the holiday policy only applies to orders placed after 11/1/24, even though their website explicitly states that the exchange window begins when the order is ready for pickupwhich for me was 11/2/24. Despite numerous attempts to resolve this, including visits to the store, phone calls, online chats, and emails, I have received the same unhelpful response.This inconsistency and lack of transparency feels like an unfair business practice. The holiday exchange policy was unclear, and Brilliant Earth appears to interpret it in their own favor. Additionally, the company has since removed all references to their extended holiday exchange policies from their website, further disadvantaging consumers.Also, when I inquired about their 60-day free resizing policy, I was told an exception could be made to allow resizing beyond the window if needed. This inconsistency suggests that Brilliant Earths staff apply their policies selectively rather than adhering to clear, consistent guidelines.The lack of transparency and support from Brilliant Earth has turned what should have been a joyful and meaningful gift into an incredibly stressful and disappointing experience.

  

  Business Response

  Date: 01/02/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 10/20/24 and the customers order was fulfilled. The customers order was available for pick up on 11/2/24 from a Brilliant Earth Showroom. On 12/22/24, the customer requested to exchange their engagement ring. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy that begins when the purchase is available for pick up. The customers return/exchange policy ended on 12/2/24. Brilliant Earth contacted the customer and educated the customer about the return and exchange policy including the extended holiday policy that was specific for customers who placed their orders between 11/1/24 and 12/15/24. Brilliant Earth continues to be open to assist with any future service needs. 

  Customer Answer

  Date: 01/04/2025

  Better Business Bureau:
  

  Please **** this matter as resolved. Brilliant Earth remained unwilling to provide repairs or adjustments without imposing extensive additional costs. I have realized that continuing to engage with them would be a poor use of my time and energy, as they consistently repeated the same unhelpful information. My complaint and the feedback I provided seem to have been ignored, as the representative I spoke with was more focused on defending the companys actions than addressing my concerns as a customer. Fortunately, I have found another business that provided the repairs and adjustments I needed at a fair and reasonable price.
  

• Initial Complaint

  Date:12/24/2024

  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 with Brilliant Earth on November 20, 2024, in the amount of $2,043.70.The order number is ************** was allegedly delivered by ***** on December 7, 2024.I filed a claim with ***** under case number C-172270051 Ref-***** for Tracking Number ************ on December 9, 2024. I filed a claim with Brilliant Earth on the same day.On December 10, 2024, ***** stated that after "researching your case, we found the shipment was delivered correctly."A signature was required for this package. *****'s "proof of delivery" has my name as being the party who signed for this package. However, I was in ********** on this date as you can see by the flight receipt I provided to Brilliant Earth. Furthermore, the address ***** alleges that they delivered the package too is a business that is only open Monday - Friday. Therefore, there was no person on the premises to sign for the package at all.I have been in constant contact with Brilliant Earth's customer service team to get a refund for this order, but I have not been provided with anything more than empty assurances that the matter is being investigated. They continue to say they are waiting to hear from *****, but I know this is a lie because I immediately heard back from *****.

  

  Business Response

  Date: 01/02/2025

  The customer placed an order from **************** on 11/20/24 for an engagement ring. The customer contacted **************** on **/3/24 and requested to change the shipping address. The order was shipped to the updated address provided by the customer on 12/5/24 and was delivered and signed for on 12/7/24. The customer contacted **************** on **/9/24 and claimed they did not receive the package. Brilliant Earth filed a claim with the courier and we are pending results of the claim. Brilliant Earth contacted the customer and offered to assist with a replacement order and the customer rejected the offer. **************** will communicate the outcome of the claim once received and continues to be open to assisting the customer. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22727362
  
  I am rejecting this response because:
  1) The package was not signed for by anyoneFedEx forged my signature. I was in ********** on the date of delivery, yet my name is the name listed on ****** delivery receipt. Additionally, I own the business where the package was supposedly delivered, and I had no workers in the office on the alleged delivery date.
  

  2) Brilliant Earth told me on 12/31/24 that they were not responsible for my loss and to contact ***** for a resolution.

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

  

  Business Response

  Date: 01/08/2025

  The customer placed an order from **************** on 11/20/24 for an engagement ring. The customer contacted **************** on **/3/24 and requested to change the shipping address noting they would not be home for delivery and wanted the package delivered to their Aunt's home address.  The order was shipped to the updated address provided by the customer on 12/5/24. Such address is listed as a residential address. Per ***** tracking, the package was delivered and signed for on 12/7/24. The customer contacted **************** on **/9/24 and claimed they did not receive the package. Brilliant Earth filed a claim with the courier who denied the claim. Brilliant Earth contacted the customer and offered to assist with a replacement order and the customer rejected the offer. **************** remains open to assisting the customer but we are unable to provide a refund at this time as the order was shipped and delivered to the address provided by the customer.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22727362
  
  I am rejecting this response because:

  I dont want a replacement. Due to the untimeliness of the misdelivered package,  a different engagement ring was purchased. I requested a refund, and I expect this to be done to resolve my complaint. A replacement is no longer needed. Even if it were needed, I would not order from this company because your customer service is poor, and I obviously cannot trust your shipping couriers.

  Can I expect to receive a refund within 10 days of todays date (1/8/25) or shall I continue with legal action in small claims court and seek attorneys fees in addition to the $2,000 I spent on your product?

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

• Initial Complaint

  Date:12/20/2024

  Type:Delivery 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 a $4000 ring on December 8th and was told it would be available for pickup by the 23rd at the latest. Since I am leaving on a trip where I plan to propose on the 28th, I did not feel comfortable with such a small window, and requested it to be expedited. I was assured at the time of order that it would be expedited, and received confirmation that it was expedited. I received a follow up email the day after these assurances that was basically saying we saw you dont need it until the 28th, are you sure you want it expedited to which I ***lied yes I do not want to risk any mishaps, especially at this time of year. Its a $4000 ring; saving $20 on expedited shipping is an absolute joke. I was told okay its expedited and the 17th is the date youll be able to pick it up. However, in the past 2 days, it has been pushed back to an arrival date of the 23rd. When I got in contact with a customer ***resentative, she told me the date has always been the 23rd which is simply not true (I will attach a screenshot to prove it). Its become fairly obvious that this company was trying to cut corners on expedited shipping, and flat-out lying to me while doing so. They didnt want to expedite it because they decided my reasoning of lowering the risk of mishaps wasnt worth their time or effort. At this point I have requested to speak to a superior so that I dont have to keep going in circles with a new low-level customer *** every single day, and they are incredibly flippant toward that request, refusing to confirm when or if I will receive a phone call from a supervisor. Im not the type to sit and berate low-level ***s when theyre not the ones making these decisions. Its not their fault their employers are telling them to gaslight their customers. But its impossible to get a hold of anyone else in the company who can actually help me, and my desperation has led me here so that I can try to warn others against trusting this company with something this important.

  

  Business Response

  Date: 12/30/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 12/7/24 with an original estimated delivery date of 12/23/24. The customer requested to expedite the order and it the estimated delivery was pulled forward to 12/19/24. Due to unexpected delivery delays, the order was available for pick up on 12/21/24 and the customer picked up the order on 12/23/24. **************** contacted the customer on 12/20/24 and they indicated their issue was satisfactorily resolved. 

• Initial Complaint

  Date:12/19/2024

  Type:Delivery 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.

  We placed 2 orders in early December, both of which should have arrived by 12/16, yet we have received nothing. The one order appears to be lost in transit; however, the communication from Brilliant Earth has been lacking. The other order has been pushed back multiple times, typically at the end of the day of the most recently-provided arrival date, and has not shipped (it is still in the "Preparing Your Order" status). **************** representatives continue to state that it is about to ship or has already shipped, but they are unable to provide a tracking number. We have paid in full for over $4,200 worth of jewelry and have received none of it, which is completely unacceptable, especially given the lack of customer support provided.

  

  Business Response

  Date: 12/26/2024

  The customer placed an order for two wedding bands from Brilliant Earth on 12/2/24 with an estimated delivery of 12/13/24. The customers delivery was unexpectedly pushed past 12/13/24 due to shipment delays. The customer requested to cancel their order and Brilliant Earth processed their refund on 12/23/24. 

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought my engagement ring at Brilliant Earth on 2/11/2021. He sent $3600.00 and it was made of platinum. I am not sure what type of platinum they use, but I was told by a local jeweler that it was probably porous platinum to cut costs, as it had already snapped 9 months later. I sent it back on 11/12/2021 to be evaluated and repaired by Brilliant Earth. They did repair it, and from then on I was very cautious on when I wore it, as I was afraid it would snap in a different area. My prediction was correct, and I noticed fractures all around the band itself. Not one, not two, but three that I could see. On June 21, 2024 I sent my ring back AGAIN to see what repair would need done. Brilliant Earth stated that there were even more fractures that I could not see, thus I would need a whole new band, and my stones reset. They want me to pay $875.00 to repair a ring that was made with defective metal. I took it to a local jeweler again and they also stated they have never seen so many fractures in a ring. Because the ring cannot be patched together again, I need an entirely new one. I requested Brilliant Earth to make a new band, but that I was not going to be paying for it. Are they expecting me to pay another $875.00 in a year or two when the ring snaps again? They are not willing to budge at all. If I was able to return my ring and get my money back to use a different company, I would love to.. but I dont think that will be an option. At this point I want an entirely different ring to ensure I dont get a piece of play jewelry again which is what I feel like I have. To say Im frustrated and disappointed is a huge understatement.

  

  Business Response

  Date: 12/30/2024

  The customer emailed the ******************** with the following response on 12/24 which was also forwarded to our BBB representative. 

   

   I would like it noted for complaint #******** that Brilliant Earth and I have come to an agreement and the complaint has been resolved. 
  
  I was unable to find where I can add to my initial posting. Please add this to resolve the issue. 
  
  
  Thank you, 
  
  **** ********

  Customer Answer

  Date: 01/02/2025

  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.
  

  I would like it noted for complaint #******** that Brilliant Earth and I have come to an agreement and the complaint has been resolved. 
  
   
  I was unable to find where I can add to my initial posting. Please add this to resolve the issue. 
  
  

  Sincerely,

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