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.

close

Find a Location

Brilliant Earth, LLC has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/15/2024

  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 loose diamond using their layaway program. In total, after some store credit, I paid $2,805.45. In total, I have paid $4,719.13. I paid my layaway two months in advance. I decided to add a setting to the diamond. When I chose the setting, I was told I wasnt able to make a payment until they had a final price, even though the diamond was already paid off and the price on the website was $1,095 for the setting. They told me it would take ***** hours. A week later, I still didnt have a final price. This was escalated to a manager, ****, who was helpful. I told her I either needed a final price, or I needed my refund. She took another day and finally told me the remaining balance after my payment was $305. We went through all the numbers again together (two times) and I made the payment. My account showed a remaining balance of $715.00 after this payment. I reached out to **** via e-mail, and she confirmed it was paid in full. After a few days, I reached out again since it hadnt changed. After 4 more days of trying to figure this out, I was told I needed to pay the $715. This is after I verified with **** three times. It has been nearly 3 weeks since I paid my account in full, and now I owe $715 and I still have no ring. I will have to postpone my engagement. After all this stress, I do not want the ring anymore. I cannot get a refund since I cannot get ahold of anyone, regardless of me sending e-mails and calling. They always have a 24 hour waiting period to hear from a manager. They want to charge a restock fee and offer store credit, even though it is their lack of customer service and horrible problem solving skills that have created this issue. Nothing ever gets handled by this customer care team. Do yourself a favor and STAY FAR AWAY FROM BRILLIANT EARTH.

  Customer Answer

  Date: 11/18/2024

  I wanted to reach out regarding the above referenced case number. I am trying to update my complaint against Brilliant Earth. We were able to reach a swift resolution thanks to **** ******* from Brilliant Earth. Id like to reflect this on my complaint and update it to resolved, however I cannot figure out how to update it. Can you please guide me so I can update this? Brilliant Earth and team acted promptly to resolve this issue and I am satisfied with the outcome. 

  
  

  
  

  Thanks in advance, 

  
  

  Omar 
  

• Initial Complaint

  Date:11/05/2024

  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.

  13 March 2023: Purchased "Coastal Ombre" gold ring for $1312 for my wife.24 April 2023: First stone fell out barely a month after receiving. Sent ring in for free repair. Received it back with several stones looking noticeably darker/different in colour, although Brilliant Earth representative tells us no other stones were changed. We suspected we had just been sent a different ring.22 July 2024 (+/- a day): Noticed a second stone had fallen out of the new/repaired ring. Mid-late Sept 2024: Due to travel/work commitments, not able to send the ring in for repair until this date.Early Oct 2024: Had multiple calls with Brilliant Earth repair team. They claimed the ring showed signs of heavy wear, and was so worn that they would not be able to repair it, and would have to make a new ring. The total cost for this was in excess of $1000. We were offered "metal credit" of about $500, which was increased to about $700 (I don't recall the exact values) after some discussion. This would still leave us paying $300 out of pocket.We consulted with an independent jeweller, who told us that a gold ring of this style should expect to last about 10 years before wear becomes an issue. We dispute that it could have become this worn through light wear over the course of a year: my wife only wears it about 50% of the time, and does not do any manual labour or other tasks with her hands that would cause such wear. The fact that a stone was lost in the same manner after the first month also belies this reasoning.We also dispute that it should cost 75% of the as-new cost to repair or even rebuild this ring, when all stones (bar one) and metal are available.We lastly dispute that we should be responsible for this cost at all. Given the loss of two stones within 16 months, there are clearly workmanship/design issues. When I raised this, Brilliant Earth said the free repair period is only 1 year, and that in any case, it does not reset after the first repair.

  Customer Answer

  Date: 11/08/2024

  Hi there,

   

  My complaint filed against Brilliant Earth (#********) has been resolved to my satisfaction following further communication from a company representative (cc'd here). I cannot see any buttons or other mechanisms on the BBB ******************** interface with which to close/resolve this complaint, so could you please do so for me?

   

  Regards,

  **** ******

   

• Initial Complaint

  Date:11/04/2024

  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 diamond bracelet in 02/ 2024. In September 2024, I reached out to customer service to report an issue with the clasp, which was not functioning properly. I was advised to send the bracelet in for assessment by one of their jewelry specialists, using their *** ********** October, I received a phone call confirming that the clasp was indeed defective. However, instead of offering a repair, they suggested I purchase a new bracelet with a "special offer" of a 50% discount. I pointed out that they provide a free lifetime manufacturing warranty, and was informed that a manager would get back to me.Throughout October, I sent eight emails requesting the bracelet's repair, but received no responses or offers to proceed, despite it clearly being covered by the lifetime warranty. Eventually, the bracelet was returned to me without attempts to rectify the situation/ doing the repair per their website:Free Lifetime Manufacturing Warranty We stand behind the quality and craftsmanship of our jewelry. Brilliant Earth offers a free lifetime warranty against manufacturing defects on all Brilliant Earth fine jewelry.If a warranty issue is found, Brilliant Earth will repair the warrantied damage or replace the item without charge.

  Customer Answer

  Date: 11/06/2024

  Hello,

  How do I close this claim since the vendor reached out to me with a satisfactory resolution.

  ****

• Initial Complaint

  Date:10/21/2024

  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 a ring from Brilliant Earth for my fiance on 4/15/24. The total transaction cost was $1,166.30. Since the purchase date, my fiance has experienced three defects with the ring (all with extreme minimal use, 10 times worn for fancy dinners). All three times, I have sent the ring to Brilliant Earth and they have deemed the defect to be a manufacturing defect. Dates of three times I have returned the rings:9/12/23 12/18/23 9/26/24 That being said, upon writing this on 10/21/24, Brilliant Earth has both my ring and my money and they will not offer me a refund for the product. I do not have faith in the craftsmanship of their products, I just want a refund but they will only offer me store credit. I want a refund and to be done with this company!

  

  Business Response

  Date: 10/29/2024

  The customer placed an order for a Freshwater Cultured Pearl and Diamond Ring on 4/15/23 and their order was fulfilled. On 9/12/23, the customer requested a repair evaluation. The repair order was fulfilled. On 12/20/23, the customer requested a 2nd repair evaluation and the repair order was fulfilled. On 9/26/24, the customer requested a 3rd evaluation. 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. 

  Customer Answer

  Date: 11/01/2024

  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. After much back and forth with the business in reference, they agreed to offer the fair refund which I have received by check in the mail. Please close out this case and know that I thank you greatly for the help here!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/20/2024

  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.

  July 27, 2024, a diamond fell out of my wedding band. I took my rings to the Brilliant Earth showroom in ******* on July 29 for ***airs. Since my rings were soldered together, I went without them for over a month. I ultimately decided to have the solder undone. My rings were returned to the showroom on August 23, but I had already flown out of the country that morning, a fact I communicated to the ***air **** No effort was made to expedite their return.Husband picked me up from the airport on August 27, I was reunited with my rings, only for the center stone of my engagement ring to fall out on August 31.I promptly emailed my ***air *** with a picture, but received no response by September 3. I called the showroom, and they escalated my case to ******** ******, the Customer Experience Assistant Manager.September 8, ******** informed me my engagement ring would be delivered on September 13. When I heard nothing that day, I emailed her. After following up again, I learned it was held for additional quality control and would now arrive on September 17.On September 17, I followed up again about the delivery. ******** ***orted a ***** delay, promising to keep me updated. She later informed me that my ring would arrive on September 18 but could not provide a tracking number. It eventually did arrive, but I was concerned about the lack of information throughout.On September 22, I noticed that the **** of purity was missing from my engagement ring. Alarmed, I took it to a local jeweler, who tested it and confirmed that my engagement band is now 18k gold, even though I ordered it in 14k.I returned to the Atlanta showroom, but they only offered to send it off for further inspection, but how am I to continue to trust their process of ***airs given all of the above?1.Why is my ring now 18k instead of 14k? It raises concerns about Brilliant Earths ***air practices.2.Why am I having to initiate all follow-ups?3.Why are we paying so much for such poor service?

  

  Business Response

  Date: 10/29/2024

  The customer placed an order for a diamond from Brilliant Earth on 6/3/22 and a setting on 6/27/22 and their orders were fulfilled. They placed an order for a wedding band on 8/10/23; their wedding band order was fulfilled. The customer contacted **************** on 7/**/24 to request a repair. Brilliant Earth received the customers engagement ring and wedding band soldered together by an outside jeweler. As stated on the Brilliant Earth 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. The customer paid for their repair and the repair order was fulfilled. On 8/31/24, the customer contacted **************** with a 2nd repair need. The repair order was fulfilled and the customer picked up their ring on 9/18/24. On 9/22/24, the customer contacted **************** with additional repair concerns. Brilliant Earth offered to have the ring re-evaluated and the customer rejected the offer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/17/22 for their diamond, 8/28/22 for their setting and 9/23/23 for their wedding band. Brilliant Earth called the customer on 10/29/24 and we are pending response from the customer. **************** remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22447166
  
  I am rejecting this response because:
  

  9/3/2024 - Ring was dropped off at showroom. Attached Brilliant Earth invoice shows 14k purity.

  9/18/2024 - Ring arrives back to the ******* Brilliant Earth showroom and I pick it up.

  9/22/2024 - Ring is tested and verified ***** kt gold purity through XRF machine.

  10/20/2024 - I file claim through the BBB as well as posting reviews online of my experience. 

  10/23/2024 - I received a missed call and have a voicemail from Brilliant Earth customer service **** **** send my husband an email to schedule a return call. He forwarded me the email and I filled out the form (attached) to receive a call same-day after 7pm et.

  10/29/2024 - 6:46 PM et. I receive a missed call and voicemail from Brilliant Earth customer service ****

  10/29/2024 - 6:47 PM et. I receive a second missed call from Brilliant Earth customer service **** No email has been sent to me directly to schedule a return call, even though my personal email is listed on the form attached from 10/23/2024.

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

  

  Business Response

  Date: 11/08/2024

  The customer placed an order for a diamond from Brilliant Earth on 6/3/22 and a setting on 6/27/22 and their orders were fulfilled. They placed an order for a wedding band on 8/10/23; their wedding band order was fulfilled. The customer contacted **************** on 7/**/24 to request a repair. Brilliant Earth received the customers engagement ring and wedding band soldered together by an outside jeweler. As stated on the Brilliant Earth 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. The customer paid for their repair and the repair order was fulfilled. On 8/31/24, the customer contacted **************** with a 2nd repair need. The repair order was fulfilled and the customer picked up their ring on 9/18/24. On 9/22/24, the customer contacted **************** with additional repair concerns. Brilliant Earth offered to have the ring re-evaluated and the customer rejected the offer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/17/22 for their diamond, 8/28/22 for their setting and 9/23/23 for their wedding band. Brilliant Earth called the customer on 11/5/24 and they agreed to send in their item for repair evaluation.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22447166
  
  I am rejecting this response because:

   

  As of today, 11/12/2024 I still have yet to receive the shipping label to send my ring for evaluation.

  This case will not be considered closed until my ring is returned back to me and tested with the 14k gold purity as states on all Brilliant Earth invoices.

  This case will not be considered closed until I receive answers to the questions from my original complaint. I think the first question to be the most important and fully expect to have a detailed report and timeline from Brilliant Earth regarding every repair that has been made since the original purchase of the ring. 

   

  Additionally, I do not see this case closed until further compensation is offered. This has been a tremendously horrible experience and not once (throughout the ~5 months this has been going on) has anyone from Brilliant Earth offered any sort of compensation outside of a pen to clean jewelry with.

  Questions from original complaint: 

  Why is my ring now 18k instead of 14k? It raises concerns about Brilliant Earths repair practices.

   Why am I having to initiate all follow-ups?

  Why are we paying so much for such poor service?
  

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

  

  Business Response

  Date: 11/15/2024

  The customer placed an order for a diamond from Brilliant Earth on 6/3/22 and a setting on 6/27/22 and their orders were fulfilled. They placed an order for a wedding band on 8/10/23; their wedding band order was fulfilled. The customer contacted **************** on 7/**/24 to request a repair. Brilliant Earth received the customers engagement ring and wedding band soldered together by an outside jeweler. As stated on the Brilliant Earth 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. The customer paid for their repair and the repair order was fulfilled. On 8/31/24, the customer contacted **************** with a 2nd repair need. The repair order was fulfilled and the customer picked up their ring on 9/18/24. On 9/22/24, the customer contacted **************** with additional repair concerns. Brilliant Earth offered to have the ring re-evaluated and the customer rejected the offer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/17/22 for their diamond, 8/28/22 for their setting and 9/23/23 for their wedding band. Brilliant Earth called the customer on 11/5/24 and they agreed to send in their item for repair evaluation. The customer was sent a label on 11/3/24 and a 2nd label on 11/13/24. This was sent to the account holders email on file. Brilliant Earth called the customer on 11/15/24 and we are pending receipt of the customers ring for evaluation in order to resolve their concerns. 

• Initial Complaint

  Date:10/16/2024

  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.

  Fiance purchased the ring November 20, 2023. He proposed Dec. *******. Prior to then it was in a safe. We had to wait until the holidays were over to get it resized. Took about a month to get it resized (1-19). February 12th a claim was filed because an accent stone fell out. March 23rd- claim was filed because the accent stone fell out. August 12- claim was filed because accent stone fell out. October 6- claim was filed because an accent stone fell out. these are all different accent stones on the band. Each time a claim was filed, it took less than a month (on average) until it was in need of repair again. Ive reached out to the customer service teams where I spoke with **** *******, a Customer Experience Associate in Resolutions, whom was not found to be helpful in finding a resolution to this issue. She had told me that my ring was able to be remade completely, however the new ring wouldnt have any extra prongs or different settings to mitigate the situation of constantly having to get the ring repaired. She tried to make light of the issue, telling me that their rings arent indestructible and normal wear and tear will commonly affect the rings integrity. I had asked her what the company policy is for future rings having an issue, and how often they will be able to cover the costs of getting my ring fixed. she had stated that she can not foresee the future and if I have any future problems I will have to contact customer service and start this entire process again. At what point is enough, enough and I can get my money back and finally get an engagement ring that is able to withstand daily life? The life in which includes, being taken off when dealing with water, manual labor, working out, getting quality checks regularly, and normal teacher environments. I do not have a heavy manual labor lifestyle, and I am extremely careful with my ring, however it seems as though I can not even breath on it improperly without it falling apart.

  

  Business Response

  Date: 10/22/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 11/20/23. The customers order was fulfilled. They requested to resize their ring on 12/1/23; their resize order was fulfilled. The customer contacted **************** to request a repair evaluation on 3/23/24, the repair order was fulfilled. The customer contacted **************** for a 2nd repair evaluation on 8/12/24 and the order was fulfilled. On 10/6/24, the customer contacted **************** with a 3rd repair need. 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 and the customer approved the remake on 10/17/24. The order is in production with an estimated delivery of 11/5/24. 

• Initial Complaint

  Date:10/09/2024

  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.

  Wedding rings purchased for: 10/19/2024 WEDDING DAY, traveling 10/18/2024 for wedding.Original date of transaction: 8/31/2024 Date order arrived: 9/11/2024 Date order was sent out for resizing: 9/19/2024 Estimated delivery date: 10/09/2024 New Estimated delivery date: 10/17/2024 I received my wedding rings and they were a quarter size too small so I needed to get them resized. I was promised by multiple customer service representatives that my rings should be ready and in hand before my wedding date. And they confirmed that they will put in to production that the rings need to be to me by 10/16/2024 at the latest. I received a notification that my order was almost ready on 10/1/2024, which typically means that it will ship out in 2-3 business days, and the estimated delivery date was set for today, 10/9/2024. To my surprise when searching in their track order tab my estimated delivery date changed to 10/17/2024, which is the date after I said I needed my order by. I have called multiple times and each time I keep getting the run around. No representative has engaged the production team to try to expedite the order after I have requested multiple times to have the order expedited. Being a large company, you should be able to expedite orders with production. This has been an extremely awful, traumatic, and stressful experience and I now will most likely go to my wedding without my wedding rings.

  

  Business Response

  Date: 10/16/2024

  The customer placed an order for 2 wedding bands from Brilliant Earth on 8/31/24. Their order was fulfilled. On 9/19/24, the customer requested to resize their rings. The rings were received on 9/25/24. On 9/30/24, the customer contacted **************** to request an estimated delivery date. Due to unforeseen manufacturing delays, the estimated delivery was updated. The customers resize order was fulfilled and shipped on 10/11/24 and delivered on 10/14/24 and the customer has indicated their concerns have been resolved. 

• Initial Complaint

  Date:10/08/2024

  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 an engagement ring online on September 3rd 2024. I paid for the ring upfront. I have on paper stating the ring would arrive September 18th which was important due to my proposal occurring on September 20th. On the 16th of September I received an email stating my ring would come in on schedule, followed by another email stating there was a delay. I became confused as following the link from this delay email had my order still arriving on the 18th. After calling I found that the ring would be delayed until September 27th with reasoning being that they weren't done making the ring. I had to purchase out of pocket a replacement ring to make my proposal date as I had already set up significant plans. On September 26th I received an email stating the ring was delayed again. I called and spoke to a manager who stated that the ring was still not done and that normally the ring creation / shipping process takes 3 to 4 weeks to complete and that my order would be shipped to me by October 3rd. On October 2nd I received an email stating the ring would be delayed again and I called again explaining my need for compensation for this serious delay which had brought extra financial costs in addition to the multiple broken promises of a delivery date. The manager promised to have my order to me by October 7th with an additional gift added on. It is now October 8th with my order being shipped to me by October 9th and the additional gift being significantly lower value ($95) than my initial order ($5280) or my replacement order ($1500) which I had to pay in response to the delays. This compensation is extremely unsatisfactory with the process now taking 5 weeks, a week over how long the process was stated to take and 3 weeks longer than what was advertised. I cant call out to a manager as they aren't present. The multiple delays demonstrate a clear lack of communication and lack of professionalism. I do not get another chance at my proposal and this experience ruined it.

  

  Business Response

  Date: 10/16/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 9/3/24. Due to unforeseen manufacturing delays, the order was shipped after the estimated delivery date on 10/7/24 and delivered on 10/10/24. The customer contacted **************** and was provided an option to receive a loaner ring and the customer declined. **************** contacted the customer and offered to extend a friends and family discount on a future wedding band order and we are pending follow up from the customer.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22398675
  
  I am rejecting this response on multiple accounts:

  1) The loaner ring offered by Brilliant Earth would not have come free of charge and with no certainty of arriving on time. It was already expressed explicitly that I needed to purchase another ring which I could guarantee would be available for the date needed 2 days later.

  2) The compensation offered was less than 30% of what I paid for with half of the compensation coming in the form of a discount for future purchase which I am uncertain if I would even desire to purchase from them in the future with the service being as unsatisfactory as it was. The ring was advertised to arrive on Sep 18th and it arrived on October 9th, this is an extreme delay and no matter the reasoning lies with the company to take responsibility for as a product being promised was not delivered when they said it would be multiple times over.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 10/22/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 9/3/24. Due to unforeseen manufacturing delays, the order was shipped after the estimated delivery date on 10/7/24 and delivered on 10/10/24. On 10/4/24, the customer contacted **************** and was provided an option to receive a complimentary loaner ring and the customer declined. **************** contacted the customer and offered to extend a friends and family discount on a future wedding band order and the customer rejected the offer. **************** remains open to assist with any further questions or service needs. 

• Initial Complaint

  Date:10/04/2024

  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.

  Brilliant Earth is THE most unprofessional, unreliable, and untrustworthy company I have ever dealt with.Brilliant Earths lack of respect for my time:This company's disregard for due dates, my money, and my time is appalling. Their incompetence and unprofessionalism nearly ruined my proposal. I have taken time off work and driven 45 minutes or more to a location with no contact number (and at the time, no management), only to be met with false promises. This has happened repeatedly, from viewing potential engagement rings to the production of a fully paid-for ring. My experience with this company has been a nightmare and has caused an unbearable amount of distress during what should be a happy time in my life.Brilliant Earths quality:Within a week and a half after the proposal, the diamonds fell out as my fianc walked from the car to the building door. There were no strenuous activities involved, and my fianc is very meticulous in caring for the ring, even being mindful of certain products that might damage it. Having to send the ring out for repairs has further inconvenienced us, resulting in canceled engagement photo sessions and additional lost time at work. After getting the ring back from repairs, the diamonds fell out AGAIN less than 25 days later. Once again, we had to cancel scheduled engagement photo sessions.Brilliant Earth's unprofessionalism:Brilliant Earth not only disregards due dates and has poor communication, but also lacks integrity in its promises. Due to all the issues, I was promised a complimentary wedding band, which Brilliant Earth has now withdrawn, just 6 weeks before the wedding. Thank you once again for adding extra stress by requiring us to find a wedding band for our upcoming wedding within the next ******** conclusion, only consider purchasing from this company if you want to overpay for defective products, dealt with by unqualified staff who are dishonest and do not value your time, money, and hard work.

  

  Business Response

  Date: 10/11/2024

  The customer placed an order from **************** for an engagement ring on 3/1/24. Due to unforeseen manufacturing delays, the customers order was slightly delayed but was fulfilled and the customer picked up their order on 4/5/24. The customer requested a repair evaluation on 4/12/24, the repair order was fulfilled. On 5/9/24, the customer requested a 2nd repair evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The ring was remade at no cost to the customer and was delivered on 5/21/24. **************** contacted the customer and explained that we could not provide a wedding band free of charge but remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22379266
  
  I am rejecting this response because: Brilliant Earth has recorded phone conversations between ****** ******* (former regional manager) and me regarding a complimentary wedding band. The emailed documentation supports the phone conversation between ****** and me. This is not about getting a "free" engagement ring; it's about Brilliant Earth not fairly compensating me for all the hardship that this company has put me through. It's about the company not honoring their promises and lacking integrity (Regional manager) and myself of a complementary wedding band. The emailed documentation sent supports the phone conversation between ****** and me. This is not about getting a "free" engagement, this is about Brilliant Earth not fairly compensating all my hardship that this company has put me through and not being a company of integrity honoring their promises.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 10/21/2024

  The customer placed an order from **************** for an engagement ring on 3/1/24. Due to unforeseen manufacturing delays, the customers order was slightly delayed but was fulfilled and the customer picked up their order on 4/5/24. The customer requested a repair evaluation on 4/12/24, the repair order was fulfilled. On 5/9/24, the customer requested a 2nd repair evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The ring was remade at no cost to the customer and was delivered on 5/21/24. **************** contacted the customer and explained that we could not provide a wedding band free of charge and offered a friends and family discount on a wedding band order to which the customer rejected. **************** remains open to assist with any further questions or service needs. 

• Initial Complaint

  Date:09/28/2024

  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 bought a wedding ring from Brilliant Earth in fall of 2022. The versailles 3/4 in 14k white gold. In 6/24 I lost 2 accent diamonds. I contacted the company to get them repaired. I spoke with the repair specialist who told me the ring has since been redesigned and they are unable to repair it, but offered metal credit towards the new version of the ring which I was told is an upgrade. Further investigation on my part Brilliant Earth admitted part of the redesign of the ring is to deepen the pockets so the accent diamonds fit better in the ring. When I questioned why this is not considered a manufacturer flaw they consistently just told me no. They told me my ring has no obvious damage to it, but this is normal wear and tear. There are multiple reviews about this ring from the time period I bought it claiming missing accent diamonds. The company ended up offering me an increase in the metal credit but I was only allowed to use it towards the upgraded version of the same ring. I expressed my concerns about buying the same ring and they told me "they are confident in the product" however they are unable to stand behind the original product. I decided to take my losses and get my ring back as is, as I didn't feel comfortable spending hundreds of dollars on a ring that has a history of losing stones; and I don't want to be placed in this position again with the company not standing behind the quality of the product. I am accepting of the outcome, though displeased. I then went and wrote a review on the product on the website on 8/28. The verification email says it will take 3-7 business days to publish. On 9/16 I made another review since my first one did not publish and I was able to add pictures since I had my ring back. This review has not been published still. When I reached out to customer service they told me that I should post my review on a third party website instead. They also said my review may not have been chosen to be published on the website.

  

  Business Response

  Date: 10/05/2024

  The customer purchased a wedding band from **************** on 3/30/22; their order was fulfilled. On 7/30/24 the customer contacted **************** to request a repair evaluation. The ring was evaluated and noted damage not covered by the Lifetime Manufacturing Warranty and the customer was offered metal credit towards a new ring. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. Our manufacturing warranty excludes coverage for wear and tear. The customer requested the ring be returned with no work and was delivered to the customer on 9/16/24. **************** remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 10/09/2024

  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. Brilliant Earth has provided ideal customer service and was able to resolve the issue in a timely manner. I am satisfied with the resolution put into place. 
  
  Sincerely,
  
  ****** *****