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Business Profile

Diamonds

Brilliant Earth, LLC

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Reviews

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

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Brilliant Earth, LLC has 15 locations, listed below.

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    Customer Review Ratings

    3.98

    Average of 224 Customer Reviews

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    Review Details

    • L. B.

      Date: 03/02/2024

      L. B.

      Date: 03/02/2024

      My engagement ring snapped from getting caught on the produce drawer in my refrigerator. Brilliant Earth would not cover the repair which was very frustrating given that it was such an everyday thing. My ring was only two years old and we have bought thousands of dollars worth of jewelry from them. They ultimately gave me a discount but I still had to make an insurance claim. With that said, the manager I worked with, *****, was wonderful and the reason Im not giving only one star. She was kind, very responsive, and did everything she could to help.

      L. B.

      Date: 03/07/2024

      Brilliant Earth resolved my issue and Id like to give five stars!

    • Trey W

      Date: 03/02/2024

      Confidence restored. I needed some assistance with a wedding band a recently purchased from Brilliant Earth and for a moment, felt like I was getting conflicting messages and a bit of The runaround thats when ***** swooped in and saved the day. ***** was helpful, friendly, informative, and efficient. I couldnt ask for more. People like ***** instill customer loyalty and she has for this customer.

    • Katiana L

      Date: 03/01/2024

      I am so very pleased with my purchase and customer service for helping me through the process! I recieved the ring and I was very happy with it however by no one's fault but my own I ordered the wrong size. I phoned customer service and explained the situation and they were super helpful and happy to get the return information processed and ready for me to get the ring sent back to be resized! That process was very efficient, i sent it back and got it returned within 1 1/2 weeks. I am very happy with the way it looks!

    • Courtney O

      Date: 02/28/2024

      Macee was FANTASTIC! I had an issue with my diamond order and she was able to assist in rectifying the problem. She followed up quickly and thoroughly and got back to me when she said she would. The issue was resolved within 24 hours of her reaching out to me. My faith has been restored with Brilliant Earth due to her responsiveness and superb customer service. THANK YOU!!!! I am one happy customer thanks to your assistance.

    • Bryan M

      Date: 02/26/2024

      Excellent customer service. Beautiful diamonds. Definitely will shop there again.

    • Ashton T

      Date: 02/26/2024

      Very pleased with my experience at Brilliant Earth! Not only that *****, was fantastic! We had a little confusion with the return process, and the buying process, and she did everything in her power to turn it around. I will continue to buy through brilliant earth and will recommend it to anyone looking to find the ring of their dreams. My fiance couldnt be more happy. Thank you *****, and brilliant earth.

    • Chris B

      Date: 02/21/2024

      Knowledgeable, kind and pleasant on the phone. A pleasure working with her.

    • Marc H

      Date: 02/12/2024

      Absolutely delighted by my experience, thanks entirely to *******************, an exceptional Customer Experience Associate who turned our engagement ring journey into a story worth cherishing. From the outset, we faced a few hurdles that seemed daunting at first. However, ***** stepped in with a blend of professionalism, empathy, and expertise that was simply awe-inspiring. Her dedication not only resolved our initial complications but also guided us towards finding the perfect engagement ring, a symbol of our love that we thought only existed in dreams. Her patience, insightful advice, and unwavering support throughout the process was truly remarkable. ***** didn't just sell us a ring; she enriched our engagement story with a memorable experience we'll always be grateful for.

    • Sam K.

      Date: 02/12/2024

      Me and my finance made an appointment with brilliant earth and saw the rings we liked at the show room, as wedding gift my mom decided to purchase the ring for me she applied for the BE ***** Fargo card and got approved, we ordered the ring and it was confirmed, next day they sent us an email with a link and asked us to upload a photo of ID or passport which we did and they sent us an email saying they received it. 2 days after that we got an email saying they need a school or work email for more verification, my mom is a retired nurse so she's not in school nor working. We called BE and spoke to a representative and explained the situation he said that's not a problem and most likely they won't require anything else since they received a picture of her ID back and front, we offered to upload a photo of her passport or any other proof of verification they need, he said it's not necessary and we should receive an email within 24 hours to let us know the next steps. We got an email the next day saying " that we were unable to accept your form of payment and they would need the payment either through PayPal or to wire them the money" noted that my mom was already approved for the BE credit card and can only be used to purchase from them other than that there was no point in applying for that card. We called back customer service to ask them like what's going on and the representative was like oh I don't know any additional information and we asked if there was someone who we could speak to about this and he was like you can just send an email. So after waisting our time going to the show room and they even charge extra for engraving all other places are free!, and a week of emails back and forth, and getting a credit card that we can't even use except for BE they just waisted our time and gave us a run around about payment methods all for nothing. I have never heard of a company asking someone to pay by bank wire tbh. As a company they are ridiculous and shameful.

    • Nate M

      Date: 02/11/2024

      We sent an engagement ring and wedding band in for repair. It was determined that we could not repair it, so the only option was to do a materials credit and remake the rings and reuse the diamond. Unfortunately, the first attempt was made to the incorrect size and shipped to the showroom. Luckily the showroom caught it and sent it back. However, there were a lot of delays, causing the order's estimate completion date to be pushed out 7-8 times. This was frustrating, but once they put *********************** on the case, things started to move along as she was keeping track of the order, getting to the bottom of what was causing the delay(s) and keeping me informaed. ***** made sure to have things shipped next day and did others things to make things right.The products are good, the prices are ok, support in the Resolutions tier is good, but the manufacturing process feels like it could use some attention, specifically around remaking orders where Brilliant made a mistake; it should take priority and the customer should be kept informed. ******************** also needs a better tracking system to allow users to get the status of their orders (or tracking information) without having to call ***************** This is frustrating from a customer's perspective and is wasting a lot of time and resources for Brilliant, whereas they could just have an online portal to let customers find the information for themselves.If Brilliant can get a better order information system and process remakes (Brilliant mistakes) in a better, more efficient way, then they would get my 5th star.

    Brilliant Earth, LLC is BBB Accredited.

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