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

  3714 Midtown Dr Tampa, FL 33607

• 

  Brilliant Earth

  3699 McKinney Ave, #401 Dallas, TX 75204

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:09/10/2024

  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 went to the *********** location last year to design a ring. The employee I worked with did not know what they were talking about or anything about engagement rings. He sized me TWO sizes too big (8.0...I am a 6.0) and never explained to me that due to my design choice, I would be limited to choosing a curved wedding band, which I never wanted, and would have changed the ring design. I decided to go to local jewelers to look at wedding bands since I was so disappointed about having to choose a curved band. Both independent jewelers that I visited looked at my engagement ring and were immediately concerned. They both sized me as a 6.0 and said there's no way I was ever an 8.0, 5 pounds ago. Additionally, the band is bent and only measures 1.1 mm - I have now been educated that this is far thinner than the industry standard. I returned the ring to Brilliant Earth who is refusing to do a half-shank repair under warranty and stating that I will have to pay for it. They are also claiming the ring can't be sized below a 7.0? I have called the two jewlers I trust and they have both seen my ring and state that there is no reason that it cannot be sized to a 6.0. Additionally, every customer service representative has no jelwery knowledge and has passed me around, refusing to escalate me to a manager which I have asked for multiple times. I need them to fix this and repair my ring ASAP as my wedding is in one month.

  

  Business Response

  Date: 09/19/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 12/29/23, their order was fulfilled. The customer contacted **************** and requested a repair evaluation. The customer was contacted to discuss repair options on 9/9/24 and on 9/10/24 the customer requested to have the ring returned with no work. It was shipped on 9/16/24 and delivered to the customer on 9/17/24. **************** called the customer on 9/17/24 and assisted with setting up a 2nd repair inspection. The ring was evaluated and is covered under the Lifetime Manufacturing Warranty and will be remade in the customers desired size and they have indicated this will satisfactorily resolve their concerns. 

• Initial Complaint

  Date:09/10/2024

  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 husband bought a ring from brilliant earth less than a year and a half ago. Within having the ring a year, one of the diamonds fell out of one of my bands. We called the store we bought it from and the employee answered and insisted that it had fallen out because of wear and tear. I think that alone is ridiculous because I barely wear my bands and I take them off for all things that would damage them. After speaking to the manager, they agreed that the diamond should not have fallen out and they told us to send in all three rings to get inspected. we sent all of the rings back and not even three months after having them again another diamond fell out. You mean to tell me that in three months after having your craftsman examine my ring, I wore it so hard another diamond fell out? Seems to be crappy craftsmanship. Not only that, but the rose gold band leaves a green rust around my finger. All I want is my money back, I don't want the rings fixed so that I keep finding myself in this situation every four months. It was $10,000, this is a scam company and I am so upset. Not to mention that any other jewelry company seems to make rings that last years without any major issue?

  

  Business Response

  Date: 09/19/2024

  The customer placed an order for an engagement ring and two wedding bands from Brilliant Earth on 6/1/23, their order was fulfilled. The customer contacted **************** and requested a repair evaluation on 5/7/24. The rings were repaired at no cost as a courtesy to the customer. On 8/28/24, the customer contacted **************** with a 2nd repair need. On 9/19/24, Brilliant Earth contacted the customer and they agreed to send in their wedding bands for inspection. Brilliant Earth remains open to assist the customer with any further service needs.

• Initial Complaint

  Date:09/06/2024

  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 fianc and I ordered our wedding rings from Brilliant Earth and, upon receiving them, realized they did not fit correctly (7/13/24). I called the company and requested an EXCHANGE, not a resizing. (Because you can only resize a ring so much up or down, I wanted the starting sizes to be to be the exact sizes we wanted.) I told the agent that if they were unable to exchange the rings, I would prefer to keep the product and have a local jeweler add sizing *****. I was assured on the phone multiple times that they would exchange the rings, not resize them. We sent back the rings (7/22/24) and they were received by Brilliant Earth. I then saw that I was sent an email about my order being canceled, so I messaged a customer service representative via the **************** website. She explained that was how they processed the return for a resizing. I was concerned with the message and let her know that I did not want a resizing, I wanted new rings. If they were unable to do that I no longer wanted to purchase the item. She said she would check on the request and then confirmed TWICE that the rings would be exchanged and NOT resized. I called today (9/6/24) to confirm the arrival date and was told the rings were resized. I called two different representatives and the company took absolutely no responsibility for this incident. They are now saying I cannot return the item either. I specifically told them that I did not want to purchase a resized ring and was assured on two separate occasions that that would not be the case. Now I am being told that I have to keep the resized rings. I would have simply returned the rings if either of the two customer service agents had provided accurate information. I am very concerned that the company is not at all willing to take accountability for the poor training of their employees and seem to have no concern on how that has negatively impacted their customers. It is wrong that company made multiple errors and refuses to make it right.

  Customer Answer

  Date: 09/09/2024

  Good Morning,
  
   
  
  I submitted a complaint yesterday regarding Brilliant Earth. I was contacted this morning by a manager who was able to rectify the situation. She profusely apologized for the fact that I was misinformed about their ring return and resizing policy. In order to make things right she agreed to cancel and refund the order for me. I am satisfied with the outcome of the issue.
  
   
  
  Sincerely,
  
  ************************* del Rio 

• Initial Complaint

  Date:09/06/2024

  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 from Brilliant Earth on October 4, 2023. It was a gold band with small emeralds. On or around August 24, 2024, I noticed that the ring was bent and that at least one stone was missing. I immediately called BE and they told me they would send me a form to have the ring sent in for a repair evaluation. This morning, I had the repair consultation. I was told there was "hard wear and tear" on the ring, the settings were all loose, and that the ring would have to be remade. This made no sense. I've had the ring less than a year. I wear it daily, but don't exercise (no gym membership), or do anything that would subject it to "hard wear" - whatever that even means. The ring is bent at the location where the gem is missing, which leads me to believe the absence of the stone destabilized the band. I was told I could pay $450 to have a new ring made. But how will that make a difference if I will have the same issue with the new ring? It hasn't even lasted 1 year with normal wear! Looking at the ******************* website, it is full of complaint after complaint of stones falling out because of broken prongs and customers blamed for "wear and tear." This is the type of defective product that warrants a class action. I want my money back. They can keep the ring.

  

  Business Response

  Date: 09/13/2024

  The customer placed an order for a wedding band from Brilliant Earth on 10/4/23; their order was fulfilled. On 8/23/24, 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. (See attached photos) 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 9/11/24. **************** remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22251436
  
  I am rejecting this response because: 

  Based on the excessive volume of online complaints for the exact same issue I had with my ring, it is clear that Brilliant Earth is providing a defective product. A ring is designed to be worn and should never fall apart after less than a year from purchase. This is a matter of principle for me and I have no qualms about pursuing all available legal remedies. Brilliant Earth cannot evade its obligation to provide a non-defective product by claiming everything to be "normal wear and tear" and not covered by warranty. Under California Business & Professions Code section *****, Brilliant Earth ********** be engaged in unfair business practices that is harming consumers. Moreover, California law provides for an implied warranty of merchantability that runs with any expreas warranty up to a year. Cal. **** Code ******* Under the implied warranty, my ring should have been "fit for the ordinary purposes for which such goods are used" for one year. It was not. I want to be clear that I am not a person who will let this go and move on when I feel a clear wrong is being inflicted. I want a refund. I told Brilliant Earth via email they could keep the ring and send me the refund, but they chose to send it back to me. I'm still willing to send it back to them.
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 09/19/2024

  Brilliant Earth contacted the customer on 9/19/24 and agreed on a resolution and the customer indicated the resolution will satisfactorily resolve their concerns. 

  Customer Answer

  Date: 11/04/2024

  Good morning,

   

  My claim has been satisfactorily resolved by the merchant. I would like to close my claim.

   

  Thank you,
  ********

   

• Initial Complaint

  Date:09/05/2024

  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 fiances ring was missing a diamond on it when we received it. We went to the ***** location on August 3rd to have it sent out and fixed. They told us it would be returned in under 3 weeks. The shipment date would get delayed 1 more day every day for over a week due to quality issues. It has now been 34 days and counting.When they tried to ship it to me last week, brilliant earth put the wrong address down so it was not delivered. I confirmed the correct address before shipment over the phone, in person, and was same address used when ordering and had no issues. The ring was sent back to them and received yesterday, 9/4. They are now telling me that I wont receive the ring until 9/12 at the earliest when it is supposed to be an overnight shipment. They are also trying to charge me for the re-shipment when the it wasnt delivered due to their error. The last time they told me something would be shipped out in a week, it took an additional week from their date. At this point I have no expectation of ever receiving the ring back that I payed for. Im unsure what the next steps for this process would be as they have already told me there are no refunds or any way to credit my account even though they are holding my ring.

  

  Business Response

  Date: 09/11/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 6/12/24, the order was fulfilled. The customer dropped off their order and requested a resize and evaluation for repair. The resize and repair order was fulfilled and shipped to the customer. The shipment was missing the customers apartment number and returned to the sender. The order was shipped to a Brilliant Earth showroom and picked up by the customer on 9/7/24 and the customer indicated their concerns were addressed and satisfactorily resolved. 

  Customer Answer

  Date: 09/11/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2024

  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 and I looked at rings twice in the ****************** location. After making my final payment in July I was promised an August 1st delivery date. Right from the start they could not get my address correct. I repeatedly called to make sure it was sent to the show room however each time I called they would pull up an old address I havent lived at for over a year. I called twice a week for updates on August 1st delivery. I called August 1 and was told to come pick it up as it was ready at the showroom. When I sent some to pick it up they told them it had not been shipped and was still in production. I had an August 9th proposal planned. I called twice a week reminding them and asking for production updates along the way. Not once was I given an update not an email or phone call ever. This is an online retailer with a call center and fancy show room. ***** never speak to anyone you spoke to before. No matter what you do. The ring was promised to be overnighted , never came in, was lied to again. This went on for 6 days in a row. Until I was told they werent making the ring and it was outsourced. I paid an additional $350 for this ring to be recreated. They offered a $100 refund. I got the $350, and gave them an opportunity to make up for their lack of communication by discounting the wedding bands. I declined the 10% discount because its more important that people know they are one big scam. Over promised and under delivered from the start . The original sales woman reached out after multiple attempts to put me in contact with her manager 3 days prior to my engagement. She acted as if I didnt call or send one email. I asked for follow *** and ended up having to call a call center twice a week for over a month. The level of stress and anxiety they had caused made me want to return the ring entirely. However I cannot because it was a recreation. Dont shop here go somewhere else.

  

  Business Response

  Date: 09/09/2024

  On 7/7/2023, the customer placed a layaway order for an engagement ring from Brilliant Earth. On 7/3/24, the customer contacted **************** to update the address on their order. On 7/31/24, the customers order was delayed due to a manufacturing delay. The order was available for pick up from a Brilliant Earth showroom on 8/6/24 and was picked up on 8/7/24. Brilliant Earth contacted the customer and offered to extend a friends and family discount on their future wedding band purchase and the customer denied the offer. **************** remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22222371
  
  I am rejecting this response because: The lack of communication from brilliant earth still continues. I was completely ghosted on my last email. There has been several more complaints since mine only a week ago. This is clearly just a scam company. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/13/2024

  On 7/7/2023, the customer placed a layaway order for an engagement ring from Brilliant Earth. On 7/3/24, the customer contacted **************** to update the address on their order. On 7/31/24, the customers order was delayed due to a manufacturing delay. The order was available for pick up from a Brilliant Earth showroom on 8/6/24 and was picked up on 8/7/24. Brilliant Earths leadership team contacted the customer and offered to extend a friends and family discount on their future wedding band purchase and the customer replied via email and denied the offer. Brilliant Earth remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22222371
  
  I am rejecting this response because:
  
  They copy and pasted the original response. I shouldnt have to explain any further. They clearly do not care about this issue. 

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

• Initial Complaint

  Date:08/30/2024

  Type:Order 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.

  Sent my engagement ring in for a simple resize. I was told the ring would be back in my possession within two weeks. I dropped it off August 4th. By the two week ***** my ring had not been returned and I hadnt heard anything from the business, so I called. Was told my ring was lost and they would call me when they found it. The next day I get a call from an incredibly rude associate, telling me that they never performed the resize paid $140 for, and that my ring now needs other repairs. There was absolutely nothing wrong with my ring when I sent it in, besides it being too big. She begins telling me that theres gouges and scratches all over, the diamonds are loose and chipped, and that she wants another $140 from me to repair it. I told her I dont trust them and to send my ring back. I finally received it on August 28th. It was disgustingly dirty and damaged. I went and took it to a local jeweler to get it examined. His findings were that they had tried to resize my ring by stretching it so they didnt have to cut it. Brilliant earth confirmed this. By doing so, my ring was turned into an oval shape instead of a circle and the diamonds had all loosened from the prongs because of this. Brilliant earth refunded what I initially paid them, but then I had to pay my local jeweler $100 to fix everything and I feel as though brilliant earth is responsible for this. Plus extra compensation for the stress of this entire process they put me through over the course of a month.

  

  Business Response

  Date: 09/09/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 4/3/23 and the order was fulfilled. On 8/4/24, the customer dropped off their ring and requested a resize. The customers ring was received and evaluated by Brilliant Earth jewelers and needed repairs in addition to the resize request. Brilliant Earth contacted the customer to discuss the evaluation and repair options and the customer requested to have their ring returned with no work completed. The ring was shipped to the customer on 8/26/24 and delivered on 8/28/24. Brilliant Earth remains open to assist the customer with any further service needs.

• Initial Complaint

  Date:08/28/2024

  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.

  On August 6, 2024 I ordered a wedding band for my fianc and went to pick it up on August 19. I discovered that the engraving Id ordered inside the ring was done in the wrong font, and I told them it wasnt acceptable to me.They offered to shave off the cursive letters and re-engrave it with the block letters I specified. I refused and asked for a replacement with the proper engraving, and they said they wouldnt do that.I later called the customer service number and was told the only way to resolve it was to buy another ring, get a refund on the ring they engraved, but minus the engraving fee. I refused that and asked for a manager and was told Id receive a call back within 24 hours.Eventually, I did receive that call and was told I would be sent a new ring (using the manager Saras friends and family discount), receive a refund of the engraving cost, and I could use the ring at my wedding September 6, 2024, and have it engraved after the ceremony.I was told Id receive a follow up email and call the next day, but the following day, I was told that I would NOT be receiving this replacement ******** wedding is on September 6, 2024! I need a resolution immediately to this problem that only Brilliant Earth caused. I believe my solution is very reasonable.Thank you.

  

  Business Response

  Date: 09/06/2024

  The customer placed an order for a wedding band from Brilliant Earth on 8/6/24. The customers order was available for pick up from the showroom on 8/10/24. On 8/19/24, the customer visited the showroom and rejected the order due to the incorrect font used for engraving. Brilliant Earth offered to correct the engraving and the customer requested to have the ring remade. The customer picked up the ring on 8/28/24. **************** remains open to assist the customer with any further service needs.

  

  Business Response

  Date: 09/06/2024

  The customer placed an order for a wedding band from Brilliant Earth on 8/6/24. The customers order was available for pick up from the showroom on 8/10/24. On 8/19/24, the customer visited the showroom and rejected the order due to the incorrect font used for engraving. Brilliant Earth offered to correct the engraving and the customer requested to have the ring remade. The customer picked up the ring on 8/28/24. **************** remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22187173
  
  I am rejecting this response because:

  
  Complaint: 22187173
  
  I am rejecting this response because:
  
  The businesss statement was an oversimplification of the details, and it left out most of what transpired.
  
  Yes, the engraving was done in the incorrect font, and I wanted to know how to solve this error on the part of Brilliant Earth.
  
  The store told me they would shave off the engraving and redo it in the proper font. This sounded to me like they would be damaging the ring by removing some of the gold. I didnt want to give my new husband a damaged ring, so I asked about having a new ring sent and then having it engraved.
  
  The store said I needed to call the customer service line, which I did.
  
  They couldnt help me directly but said a manager would call me within twenty-four hours. Someone named **** called back (after the 24 hours) and told me they actually lasered off the engraving and would add back any gold lost in the process.
  
  **** told me she could send a new ring, refund my engraving fee, and she would discount the cost of the ring by using her friends and family discount.
  

  When I agreed to that, she said she would follow up the next day with a call and an email. Neither call nor email was received.
  
  I called back and was told they couldnt do anything **** offered, and I said I was contacting the Better Business Bureau to help resolve this.
  
  The next person who contacted me said that if I agreed to remove my Yelp review and Better Business Bureau complaint, they would refund my engraving cost, send me a new ring and give me a $200 discount.
  
  I asked for this in writing and they first refused, then said they would send an email outlining their offer. Which I never received.
  
  Approximately four days before my weddingafter zero reply from Brilliant EarthI had my fianc go to the store to pick up the original ring (with the engraving removed, so wed have a ring for him as we said our vows.
  
  The customer service tactics to delay a solution to their mistake came close to causing my, now, husband to not have a ring for our ceremony. By the way, I am having to write thisand re-live it while on my honeymoon!
  
  I was lied to, brushed off, and given conflicting information. And being bribed to remove negative reviews that are true and not exaggerated is highly unethical.
  
  What I am asking for is the $200 discount I was offered (without removing any reviews),  the engraving redone at no cost, and most importantly: proof that the ring still has the same weight in gold as it did when it was purchased and is as structurally sound as it was before the engraving removal.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/13/2024

  The customer placed an order for a wedding band from Brilliant Earth on 8/6/24. The customers order was available for pick up from the showroom on 8/10/24. On 8/19/24, the customer visited the showroom and rejected the order due to the incorrect font used for engraving. Brilliant Earth offered to correct the engraving and the customer requested to have the ring remade. The customer picked up the ring on 8/28/24. The customers was refunded for their engraving fee on 8/31/24. Brilliant Earth called and emailed the customer on 9/13/24 and we are pending response from the customer. 

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22187173
  
  I am rejecting this response because:
  
  I did not receive a phone call from Brilliant Earth, and I have no missed calls from them. I did receive an email saying they tried to call.

  In addition, the ring was not ready to be picked up on the 10th. I got an email on the 14th.

  I am currently on my honeymoon, but I will reply to the companys email.

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

  

  Business Response

  Date: 09/19/2024

  Brilliant Earth called and spoke with the customer on 9/18/24 and offered to assist w/ re-engraving their ring complimentary and remains open to assist with any further service needs. 

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22187173
  
  The bottom line of this ordeal is that if you choose to buy from Brilliant Earth, know that if there is a problem that cant be resolved within the store, you will be lied to and strung along during the resolution process.
  

  You will be assured of wildly different outcomes and promises by customer support staff, and all will be lies. And they will refuse to put any of the promises in writing!

  It will place unnecessary worry and stress on you if you bought wedding rings and your ceremony is happening soon.

  The staff in the ******* store were informative and helpful; the rings we purchased are beautiful and well made. That should be our review of this company, but the behavior of the managers on the phone, spoiled the good feelings we had, and our trust in them is gone.

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

• Initial Complaint

  Date:08/26/2024

  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 bought an engagement ring from Brilliant Earth on 7/30. Initially, my fiance and I brought it back to Brilliant Earth for resizing. However, we later changed our mind and would like to return for a refund instead. We called Brilliant Earth and was that told we need approval from management and that they would give us an answer in 24 hours. However, they never got back to us. Weve been calling every 24 hours, and every time weve been told that it would need another ***** hours. Its now been 1 week, we neither have the ring nor the money. Were tired of hearing the same thing without any resolution.

  Customer Answer

  Date: 08/28/2024

  I'm writing regarding complaint #********. A representative from Brilliant Earth has contacted us and we have reached a resolution that is satisfactory to both of us.
  
  Thank you,
  
  Viet

• Initial Complaint

  Date:08/19/2024

  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 received these earrings April 23rd. Wore three times in May and June. One of the stones fell out without me noticing... and I contacted B.Earth June 7th for refund as I was not happy with the quality of the jewelry if a stone so easily is lost. I received an automated reply June 8th that someone would be in contact in 24 hours. No contact so on June 14th I emailed again. June 16th, someone emails to say they would replace the earrings, but at this point I was not wanting another shoddy --but expensive--pair of these earrings, and asked for a refund. This went unanswered, so I contacted my credit card company (Am Ex) to dispute the charge. This got someone's attention on June 20th, who asked me to call to discuss. I called on the 20th, waited over 15 minutes for someone to pick up who tells me that there is just a 30 day guarantee for a refund/return. This seems unreasonable for something like jewelry of this price range. However, Am Ex said they could not reject the charge as B. Earth has this 30 day policy. I wrote again on July 7th to B. Earth to say, ok, you have beaten me about the refund, but at least I should have a wearable pair of earrings for my money. (replacement or repair). This was never answered.

  

  Business Response

  Date: 08/27/2024

  The customer placed an order from **************** on 4/23/24. The order was fulfilled and delivered to the customer on 4/27/24. The customer contacted **************** and requested a refund on 6/7/24. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/24/24. Brilliant Earth called and emailed the customer to offer further assistance and we are pending follow up from the customer. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22162905
  
  I am rejecting this response because:

  Complaint ID: ********
  RE: Brilliant Earth
  
  As a result of my complaint to BBB, I was contacted by a ***resentative of Brilliant Earth, saying that she had tried to call that day (August 20, *****). There is no record of such a missed call. I sent my phone number again and suggested an appointment when I would be home available 8/22On the appointed time, I had an emergency and had to be away from my phone, and later contacted the *** to apologize for missing her call. (I checked today and see that there is AGAINno record of a missed call. We reset (via email) an appointment on 8/23. No Call. I contacted the *** to say, okay, one more try. We should talk 8/27. No call came through even though I was holding my phone for the entire hour window of the appointment. Then an email comes through a couple of hours later saying that she had called and did not get an answer. THERE IS NO RECORD OF THIS CALL, NOR OF ANY OF THESE CALLS.
  I question whether this is a bot of some sort that just attempts to wear one down to give up This business is a sham. I have made myself clear. I want a refund or a pair of intact earrings, since this sort of jewelry should not be losing stones after just three wearings. And a 30 day window is ridiculous. (hidden in fine print no doubt).

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

  

  Business Response

  Date: 09/03/2024

  The customer placed an order from **************** on 4/23/24. The order was fulfilled and delivered to the customer on 4/27/24. The customer contacted **************** and requested a refund on 6/7/24. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/24/24. Brilliant Earth called and emailed the customer on 9/3/24 to offer further assistance and we are pending follow up from the customer. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22162905
  
  I am rejecting this response because:

  This is the most bizarre customer service situation. After another 1-2 random calls, without ascertaining that I am able to answer the phone (I continue to urge email communication) this ********************* person and I finally talk over the phoneshe acts like this is a new thing. We discuss. She asks how can she make this good. I continue to repeat: replace or (preferably) refund. She says, great! She asks if I will rescind my complaint with BBB if they refund I say yes. She says she will talk with her team, that this is certainly possible. I say, great. You have my info. Please just make it happen. Please use email as that is best way to reach me.
  
  Today, she randomly callsI am in meeting. So she says in email that she tried to reach me with no further info and begins the whole thing (groundhog day scenario) of when can we talk  I am fed up. I want a refund or replacement. Send me instructions on how to return or send a replacement via email. 
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 09/10/2024

  The customer placed an order from **************** on 4/23/24. The order was fulfilled and delivered to the customer on 4/27/24. The customer contacted **************** and requested a refund on 6/7/24. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/24/24. Brilliant Earth contacted the customer on 9/9/24 and emailed the customer a label. The customer has indicated their issue has been satisfactorily resolved. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22162905
  
  I am rejecting this response because:

  A new agent contacted me (from ******** now) to begin this whole saga again. I pointedly said I was not going to play along with this charade, this agent sent me a way to return the faulty item and promised a refund. I have sent the item but have not yet been refunded... and until this is settled I will not be agreeing to a resolution... until there is one.
  
  Sincerely,
  
  **********************************