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

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

• 

  Brilliant Earth

  8797 Beverly Blvd #206 West Hollywood, CA 90048-1892

• 

  Brilliant Earth, LLC

  300 Grant Ave # 3 Fl Sf San Francisco, CA 94108-3629

  

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:12/16/2024

  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.

  My husband and I visited Brilliant Earth at their ******** location to purchase an engagement ring. The main requirement was that the ring would sit flush with two other eternity bands one of which was from Brilliant Earth as well. The customer *** assured us that the ring with the headstone that we chose would sit flush. We then purchased the ring and the headstone. When it arrived it did not sit flush. We were out of state and could not return the ring within the 30 day period, so we understood that we would need to purchase a new setting.We went back to Brilliant Earth, this time at their ************ location to again purchase a setting that fit the main requirement of sitting flush with the other two bands. Again, multiple ***s there provided us options and stated that they would indeed sit flush with the other bands. They also offered to bring their manager into the conversation to assure us of our particular outcome. We were skeptical and took them up on their offer - their manager provided us with a few setting options. After coming back into the store a third time, we tried on each of their suggestions. Each of them did sit flush, therefore we made a second purchase of another setting based on their assurance. Again, upon receiving the ring, it did not sit flush. We then started talks with their main support team. It wasn't until after we've spent thousands of dollars, that the manager and our dedicated support ***resentative have emailed us back mentioning that due to the size of the headstone, the ring would not sit flush with the other bands. Multiple ***s on multiple occasions have promised us a result that simply isn't true. We've spend money on something that doesn't deliver - not only once, but twice. We wouldn't have spent money knowing this ahead of time. They had plenty of opportunity.We have asked for a refund multiple times and have explicitly been told that a refund is not possible - that "there is no one who is able to issue a refund".

  Customer Answer

  Date: 12/24/2024

  Hello,

  
  

  I have come to an agreement with Brilliant Earth and would like to withdraw my claim.

  
  

  My Complaint ID is ********.

• Initial Complaint

  Date:12/16/2024

  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.

  On April 8 2022, I purchased a white gold and diamond engagement ring from Brilliant Earth for $6,791.02. As part of this purchase, I bought a lifetime protection plan. This plan includes unlimited claims for re-plating the ring whenever the rhodium plating on the white gold starts to wear away. We have made refinishing claims before and have been satisfied with the work; the ring usually comes back to us within 2-3 weeks and the white gold looks brand new. However, with our latest claim, Brilliant Earth has mishandled our ring, has openly stated that there have been issues, and has been extremely uncommunicative for the several months that they have been holding our ring.I opened a claim for refinishing in the first few days of October 2024 and the claim was approved on October 7th, after which they provided me a shipping label to send them the ring. We mailed them the ring, and after a few weeks, they informed us that the shoulder of the ring had been damaged and that they had to remanufacture it. They sent us the new ring and we received it on October 26th 2024. Upon receiving the ring, we immediately noticed that it looked extremely different from how it looked before. The prongs were thicker and placed unevenly and the diamond was floating high above the ring, and it looked much uglier than the original. I established contact with **** ****** from BE's corporate resolutions department and sent her before and after photos and videos, and she fully accepted the issue and sent me a new shipping label on November 1st, saying they will commit to remaking the ring and sending me photos and videos for me to confirm it looks correct before they send it out. Since then, I have been unable to reach anyone at BE, and have received no updates apart from emails saying the ring has been delayed over and over. All we want is to have our ring back ASAP with its exact original design.Ring before-after: ************************************************************************

  

  Business Response

  Date: 12/26/2024

  The customer placed an order for an engagement ring on 4/8/22 and their order was fulfilled. The customer sent in there ring for a repair evaluation which was received on 9/19/24. The repair order was fulfilled and received by the customer on 10/29/24. The customer contacted **************** on **/**/24 and requested a 2nd repair evaluation. The ring was received on 11/7/24. The customer requested photos of their repaired order before it was shipped and photos were provided to the customer and they have indicated their issue is satisfactorily resolved. 

• Initial Complaint

  Date:12/12/2024

  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 a Waverly Halo Diamond Engagement Ring from Brilliant Earth on 1-28-23. I gave it to my girlfriend (now wife) a few months later. in June of 2024, I contact Brilliant Earth to let them know the the ring head along with the diamond had fallen off the ring (we had not even been married one year yet). There was no mistreatment or anything of the ring, the defective solder joint just let go and the head and the diamond were lost.Brilliant Earth refused to cover the ring with their lifetime warrantee even though no mistreatment of the ring had happened.On 7-23-24 I post a negative, one star review of the ring with pictures on the Brilliant Earth website. I got an email from **************** asking me to confirm my email address. I confirmed it. I was notified that my review would be posted within 3-7 days. I've checked, and my review is not posted on their website:*****************************************************************(1/2-ct.-tw.)-White-Gold-BE1D64-3957961/The review I tried to post, but Brilliant Earth did not publish on their website said:"We had a very bad experience. Due to a defective weld (see second picture) without any abuse, the setting detached from the band just before our one year anniversary. Brilliant Earth refused to honor the warranty. **************** was polite, but after many phone calls, we were only offered a 16% discount for replacement. Just to come to a compromise, I even proposed they replace the natural diamond lab grown diamond (my wife just wants her ring back), but they refused this. We are now out of a 1.5 ct. Natural diamond. Looks like we'll have to go the aggravating legal route to get our money back. At lease my sister is a lawyer...Image #1: "Was" Beautiful :(Image #2: This is what is left

  

  Business Response

  Date: 12/20/2024

  The customer purchased an engagement ring from Brilliant Earth on 1/28/23 and their order was fulfilled. The customer contacted **************** on 6/**/24 to request a repair inspection and the item was received an evaluated. The engagement ring was received missing the head and center stone. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. Brilliant Earth contacted the customer and offered options to replace their lost center stone along with remaking their setting and the customer declined.  **************** remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22678860
  
  I am rejecting this response because:

  Brilliant Earth will not post my negative review on their website. They are screening their reviews and only publishing the positive reviews.

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

  

  Business Response

  Date: 12/30/2024

  The customer purchased an engagement ring from Brilliant Earth on 1/28/23 and their order was fulfilled. The customer contacted **************** on 6/**/24 to request a repair inspection and the item was received an evaluated. The engagement ring was received missing the head and center stone. As stated on our website, Brilliant Earth stands behind the quality and craftsmanship of our jewelry and offers a free lifetime warranty against manufacturing defects. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss or theft. Brilliant Earth contacted the customer and offered options to replace their lost center stone along with remaking their setting and the customer declined. **************** is not aware of any public reviews posted. However, 3rd party review sites have specific filtering rules that are not controlled by Brilliant Earth.  Brilliant Earth remains open to assist with any further questions or service needs. 

• Initial Complaint

  Date:12/09/2024

  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.

  My fianc purchased an engagement ring from Brilliant Earth for over $10,000, including a warranty that promised free annual resizing and maintenance. When the ring arrived, the prongs were uneven, and the diamond was rotated in the setting. As this was his first high-value ring purchase, he didnt initially notice these defects.He proposed after Brilliant Earths 60-day resizing window, and when we contacted them about resizing, they refused, claiming it was beyond the free resizing period. However, the warranty clearly states that free resizing is provided annually.We consulted a local jeweler, who informed us the setting was defectivethe 3-carat diamond was spinning and at risk of falling out. Acting on their advice, we visited a Brilliant Earth showroom to resolve the issue. At this point, they offered to send the ring to their manufacturer for evaluation, but they refused to provide any estimate of the cost or timeline. This left us with no clarity or confidence in their ability to fix the issue.Instead of addressing the defect under the warranty, they claimed that taking the ring to a local jeweler voided the warranty and declined to assist further. Given their refusal to resolve the issue or provide any reassurance about the timeline or cost, we had no choice but to pay over $1,000 out of pocket for a new setting through a trusted jeweler.Brilliant Earths handling of this situation has been unacceptable. The original setting was defective, and their warranty was misrepresented and not honored. We are requesting the following:A full refund of the warranty cost due to their failure to honor its terms.An acknowledgment of the defective craftsmanship and reimbursement for the $1,000+ we paid out of pocket to correct their negligence.Thank you for your time and assistance in resolving this matter.Desired Resolution: Refund of the warranty cost, reimbursement for the setting, and acknowledgment of their defective product.

  

  Business Response

  Date: 12/18/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 3/9/34 and their order was fulfilled. The customer visited a **************** showroom on 10/13/24 and advised theyd had their ring worked on by a 3rd party jeweler. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. Brilliant Earth contacted the customer on 10/10/24 and offered to assist the customer with having their ring evaluated. Brilliant Earth remains open to assist with any further questions or service needs. 

• Initial Complaint

  Date:12/04/2024

  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.

  On 2/5/24, I purchased an $8,200.12 engagement ring from Brilliant Earth, expecting high quality. However, the product has been defective since purchase, and the company has failed to resolve the issue.Timeline of issues:Initial Repairs: Shortly after receiving the ring in March 2024, the center stone became loose, requiring a repair within the first year.Remake: After continued issues, the ring was completely remade.Subsequent Defect: Within three days of receiving the remade ring, the center stone became loose again, marking the 3rd time in under a year.Despite these failures, Brilliant Earth refused to issue a refund, complicating the resolution.Brilliant Earth markets their products with claims inconsistent with my experience:They state their jewelry is made to last generations, but my ring has been defective multiple times.They emphasize exceptional customer experience as their top priority, yet their customer service has been unhelpful.They assert their recycled metals are the same high quality as newly mined metals, which is untrue, as the platinum failed to securely hold the stone.Platinum fine jewelry should be durable, especially at this price point. My experience reflects poor quality control and misrepresentation of durability.Nature of Dispute: The ring has been defective from the start, even after repairs and a remake. I seek a full refund due to Brilliant Earths failure to provide a product that meets the promised quality. Despite multiple repairs and a remake, the center stone continues to loosen. When I requested a refund, they gave me a hard time and refused to provide one, despite the repeated defects and failure to deliver a durable product.I also have some audio recordings of conversations as well. will provide if needed.

  Customer Answer

  Date: 12/06/2024

  Hi,
  
   
  
  I would like to remove my complaint with Brilliant Earth as the matter has been resolved.
  
   
  
  The complaint # is 22641863.
  
   
  
  Thank you,
  
  ******* *******

• Initial Complaint

  Date:12/04/2024

  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.

  My husband ordered a ring from Brilliant Earth as a gift on 10/2/24. He received the ring on 10/16. I was given the ring as a gift on 11/10 and a stone fell out on 11/19. I contacted Brilliant Earth immediately for a refund but was told no because it was past their 30 day Return window. Yet on November 1, they offered a holiday return policy for 60 days as they understand that a consumer often does not receive a gift and have the ability to initiate a return within 30days. I am requesting a refund because of poor quality and not because I changed my mind.I explained to a representative that I have not abused this ring. I have only had it in my possession for 9 days and wear it on a hand that is completely immobile due to ****************** and the symptoms of the disease. I am in a wheelchair full-time & do not write, feed myself, drive, or do housework. I am being told my only options are :1. keep the damaged ring as is 2.Send it back for a metal/materials credit which would only be HALF the price that I paid 3. send it back for an inspection which they may or may not repair based on their determination of what is wrong with the ring. This process could take 3 to 4 weeks. In my opinion, all three of these options are insulting to a consumer who just spent $3300 in good faith that they were buying a quality product from a reputable company. Why should I be subjected to any of those options for a ring I have only had for 9 days?I am being told they have a lifetime guarantee on the workmanship of their product. But this requires me to have the ability to drive, return the product, and wait for 3 to 4 weeks for a reply. Then, based on their determination, the repair could still be at my expense?I have no faith in this product. I feel that since a stone fell out in only 9 days of very minimal wear this will be a repeated problem. Why would I trust the quality of the repair when the initial NEW merchandise fell apart in a little over a week?

  Customer Answer

  Date: 12/06/2024

  I would like to withdraw my complaint against Brilliant Earth as I have reached a satisfactory resolution to the problem. 

  
  

  Thank you,

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

• Initial Complaint

  Date:12/04/2024

  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.

  I purchased a ring about 2 years ago and it has lost stones three times since. I have sent it in to be repaired twice, the last time being only 2 months ago, and it lost a stone again just a few weeks ago. This ring is intended to become a family heirloom and I am incredibly shocked that it can't even hold up a few months at a time. I have been offered a third repair or a partial credit for just the metal of the ring that is about half of what I have paid. At this point I do not trust the integrity of the ring or the quality of the product so I have requested a store credit for the full value of the ring so that I can start over with a new design. Their manager, ****, approved this request on a call with me on November 21, 2024 and I asked that she send me this approval confirmation in writing. She promised me she would and then also asked if I would give her a good review since her annual evaluation is coming up. I said I would after I get confirmation of the full credit. I never got the confirmation or her review request. I have called three days in a row December 2, 3, 4 asking to speak to **** or a higher level manager and have been told I need to wait 24 hrs for a call back or email. I still have not been contacted as promised. I have spent countless hours on dealing with this ring and Brilliant Earth has given me false information along the way. They are still in possession of my property as well and they are not returning my requests for a call.

  Customer Answer

  Date: 12/05/2024

  Hello BBB,

  
  

  Thank you for the response. I am pleased to report that Brilliant Earth has been successful in addressing my concerns, and I would like to redact my complaint at this time.

  
  

  Thank you,

  
  

  ******

• Initial Complaint

  Date:11/30/2024

  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 bought an engagement ring in Brilliant Earth on Nov. 11 for $5870. The original estimate delivery date that they gave to customer was Nov. 29. I have flew to the city for picking up but they just changed the new estimate date to Dec. 6 on Nov. 27, which is 2 day before the expected delivery date. It definitely messed up my plan and caused much economic loss for me because of flights and hotels. I have contacted their customer service but they just mentioned they are sorry about the delay and helped to make notes for their production team to be aware of that, without any essential change or help. It would ruin my proposal to my girlfriend if they can't make it earlier. I think the fact that they caused such a long time delay, informed customer just 2 days before delivery date and didn't really help the customers is almost a fraud to customers. I wonder what I should do now? If you could help me with that?

  

  Business Response

  Date: 12/04/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 11/11/24 with an estimated delivery date of 11/29/24. Due to unexpected manufacturing delays, the delivery date was updated to 12/6/24. The customer was offered a loaner ring from the showroom to meet their proposal plans but they declined the request. Brilliant Earth contacted the customer and educated the customer on the current estimated delivery date barring any unexpected manufacturing or shipment delays. 

• Initial Complaint

  Date:11/23/2024

  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.

  Complaint 1 with back story'I have purchased a Ring to propose to my girlfriend. Once I did and she had the ring, the ring lasted approximately a month before we had to send it back for repair. (aug-sept). We received the ring back in October and the ring came back crooked as shown in attached photo. We immediately had to send the ring back for repair. About 3 weeks later we were notified that the ring needs to be replaced. This has resulted in her not being able to have the ring for the engagement party. Complaint 2 Poor communication and lack of integrity:I recently called customer service regarding the issues and conveyed that a repaired ring should not be sent out still damaged. I was very polite on the phone with the agent and the agent did a very good job. (This contact was made on 11/20/2024) The agent filed a complaint due to what happened and scheduled a call from corporate to call me the next day at 1530. I moved my schedule to recieve this phone call. I never recieved a phone call.

  

  Business Response

  Date: 11/29/2024

  The customer placed an order for an engagement ring on 1/2/824 and their order was fulfilled. The customer requested a repair evaluation on 9/22/24 and the repair order was fulfilled. The customer requested a 2nd repair evaluation on 10/30/24. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The customer was contacted and offered to have the ring remade at no cost. Brilliant Earth contacted the customer and have agreed upon a resolution and the customer has indicated their issue is satisfactorily resolved. 

• Initial Complaint

  Date:11/21/2024

  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 an engagement ring 7/2023. I got engaged September 2023. A few days later we noticed a diamond missing. Brilliant earth had us send it in for a repair. Got the ring back. A few months later another diamond missing. Took it back to store asked for a refund the declined it. They had us send it back in and the repaired it again. Today less that 2 months later another diamond is missing. I have lost all faith in brilliant earth. I spend a lot of money for quality which I did not get. I do not want store credit. They dont want to give me my money back so I can get a ring that my fianc can wear. I am very upset and disappointed. I will be looking into a law suit and it a mediator I would like to get this resolved before our wedding so she doesnt have missing stones for our wedding day. I have all the drop off receipts if needed.

  Customer Answer

  Date: 11/25/2024

  Hello Aspen,

  
  

  This is **** ****** complaint ID ********. I would like to retract this complaint of Brilliant Earth as we were able to come to an agreement internally between myself and brilliant earth. Please reach out if there are any questions.

  
  

  Thank you,

  **** ******