Reviews

This profile includes reviews 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 has 15 locations, listed below.

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  Brilliant Earth, LLC

  26 O'Farrell St. Fl 10 San Francisco, CA 94108-5832

  
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  Brilliant Earth, LLC

  34 E Oak St Ste 2 Floor 2 Chicago, IL 60611-1231

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  Brilliant Earth, LLC

  1701 Walnut St Fl 8 Floor 8 Philadelphia, PA 19103-5220

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  Brilliant Earth

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

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  Brilliant Earth LLC

  3332 Cadys Aly NW Washington, DC 20007

Review Details

• Review fromLaura V

  Date: 11/03/2022

  1 star
  Unless you have perfectly sized finger and anticipate never having to modify/alter/repair the ring, DO NOT BUY FROM THEM. WORST CUSTOMER SERVICE EXPERIENCE of my life. TLDR; nobody at customer service cares, they say they'll do things, they don't. The company thinks it's normal to have people's rings for 4 weeks for simple fixes. Once they have your ring, you have no way of knowing the status or anything. People need to know before they purchase that the company will take your ring for 4+ weeks anytime you need anything and not give you any updates. Nobody from customer service follows through on what they're saying. In the last 3 days I spoke with 9 different people, all of whom told me different things. After a lot of back and forth, I asked them to cancel the "repair request," which was simply to add sizing beads because my ring didn't fit right. They promised to send it back overnight. They did not. I'm still waiting for my ring. I dropped it off on 10/20. It's 11/3 and I have no ring and am awaiting a ring to arrive that wasn't even fixed. They audacity of 8/9 customer service people, who promised to call me back with updates and never did.

• Review fromBrian C

  Date: 11/01/2022

  1 star
  Do not buy your jewelry, at least diamonds, from this company. Long story short, i received 5 moissanite stones in the ring instead of diamonds the first time around. Sent back the ring to get it inspected and they insisted that the jeweler i went to to get it tested wasnt using the right testers. Mind you, i ended up taking the ring to 5 different jewelers who all told me the same thing. Brilliant Earth insisted they were in fact diamonds and that the insurance appraisal was proof, but when asked for a certificate of authenticity from the actual lab, they refused to provide one. So i gave them the benefit of doubt and waited for them to send it back. The moment i received it, i took it to get tested, and this time, only 2 of the stones were coming up as actual diamonds. The rest were still moissanite. So i called my credit card company and disputed the charge and simply requested a return because of the extreme dissatisfaction with the entire customer service. Then ********************** calls me to tell me that pretty much every jeweler i went to wasnt worth their name and that they were clueless (yeah right) and that they wouldnt accept a return (that i even offered to pay shipping costs). So now i will simply have to take the loss and PAY more MONEY to get ACTUAL diamonds put into the ring that I PAID TO HAVE DIAMONDS TO BEGIN WITH. so SAVE YOUR MONEY AND SHOP IN PERSON at a reputable dealer. My only mistake was not checking this site before buying. Im telling everyone i know and their mothers to not give this company their business. Every interaction i had with someone from Brilliant Earth screamed SHADY. DONT DO IT. I would give 0 star review if i could

• Review fromJonathan C

  Date: 10/29/2022

  5 stars
  The products have been great. I bought the insurance and I'm glad I did as one of the accent stones fell off. The repair and replacement process was easy and once it was shipped back to us we were very satisfied. The rings were easy to design. The education provided about engagement rings both online and in person were exactly what I needed.

• Review fromSharon S.

  Date: 10/20/2022

  1 star
  The worst, most deceptive customer service practices I have ever had to deal with. We purchased our wedding rings and my engagement ring from Brilliant Earth a couple of years ago, and at the time, the sales people were helpful and great to work with. Now, I have brought my rings in for inspection and repair and they are refusing to return my rings to me. First, they gave us misinformation about the cost of the repair. Then, when I asked to just cancel the repair and send my jewelry back to me, they have completely refused. I have called and asked what the status is and every time its a different story about where my rings are and when they will be sent back. First it was we will overnight it Monday then Ivy Wednesday it was youll get the tracking information by the end of the day. Thursday evening, the repair team has to ship it to the shipping team who will ship it to you. The policy is 24 hours. Its been almost a week, and they refuse to return my rings and refuse to even address the issue. Its over $10,000 worth of jewelry they are refusing to send back.

• Review fromJeffrey S

  Date: 10/14/2022

  5 stars
  *********************** a supervisor/manager with Brilliant Earth deserves to be recognized. After spending over 2 weeks with 4-5 staff not helping me, ***** finally listened to my problem, realized it was not my fault and finally got a NEW ring made for me. I will get it next week. She was very kind & followed through with her word. I would never want to return to Brilliant before ***** helped me. GIVE HER A RAISE. She deserves it!

• Review fromKristen W

  Date: 10/06/2022

  1 star
  First, the diamond I purchased was lost. I paid an incredible amount of money for something that THEY LOST. After picking a new one, this delayed my delivery by almost two weeks. The new diamond was more expensive but due to them losing the one I DID buy they were going to give me 200 off the new diamond. Someone told me it would only be an additional 600. After butting heads with the service rep, there mysteriously was an additional 200 in taxes added to the diamond price. So somehow they managed to charge me full price after they lost my original diamond. Their customer service is a joke. Free item? Thats a lie. I had to call a month after picking up my order to check on the status of my free pendant as it was supposed to be shipped directly to my house because they were out of stock. It had yet to ship. Then I got my tracking notice. After tracking it for a week, it never shipped. Called ***** and they confirmed it had never been sent to them. Called BEs customer service and they asked for the tracking number and someone there said they could see it was in transit. They told me to just wait a few more days. When I asked for the estimated delivery date since she could see it as in transit, she said, It just says pending. Another lie. As I said, called ***** directly and they confirmed it had never been sent to them. Then they figured out it was because it was shipped to their store and not my house. Well, after confirming my address for the third time, they then said I had to pay 125 in taxes for shipping since the delivery location had changed Not for the item nor the shipping, but taxes. I asked to speak to a manager and its going on three days and no call back. This company is a joke and incredibly shady. I will tell any and all to stay far away from this shady company.

• Review fromJenn W

  Date: 09/23/2022

  1 star
  It was a nightmare experience. Their website is flawed, you cant rely on the slider that shows size approx to setting size. I received my cushion that disappeared because the diamond was literally set on top of it like a sandwich. It was hideous. I sent back in two days after finally getting ahold of someone that could help me know where to return it. I tried to work with them to fix. They held onto my ring for months finally I had enough and asked for a return they said nope been too long, even when promising I hadnt lost my opportunity to return. I was furious.False marketingshady business practices, and finally I received all money back through my credit card company. Thank goodness. They try to bribe you to not write bad reviews or do ANYTHING they can to get your reviews online removed, that is why some places only have all good reviews.more shady practice. They wont be here for the long term if they keep this up, thats for sure. BUYER BEWARE!!!

• Review fromTaylor G

  Date: 08/29/2022

  1 star
  Horrible customer service and processing from start to finish. I brought my ring in to drop off at a location to get a simple halo diamond replaced.. this being only 1 year after receiving it. I waited weeks to hear back, had a phone appointment, was told I was going to have to pay $175 for their lousy ring falling apart after just a year. Finally we agreed it would be free of charge. Everything was set up to repair and they said it would be mailed back to me. Fast forward a few weeks and I hear nothing. I email to see whats going on, and they say they have the inspection notes to review with me! WHAT! It was supposed to be repaired!! They said because it was under another name and number they hadnt moved on. Absolutely no accountability, no recollection or evidence of our phone call apparently that confirmed the repair. After asking to speak to a supervisor, I wait on hold only to be told there was no supervisor, and that they will call me tomorrow. Now I am waiting potentially a few more weeks just for a simple repair. Do not buy your ring here.

• Review fromHannah J

  Date: 08/04/2022

  1 star
  Summary: Brilliant Earth returned the wrong ring twice after I sent a wedding ring to be resized. Unless rings are engraved, you will *** not receive the same ring you sent in.I scheduled an appointment to have my new spouses wedding ring resized. After waiting about 4 weeks, I received a completely different ring in the mail (right size, wrong style).I spoke with customer service and was told this never happens. We followed instructions to return the ring by mail to be inspected by the repair team, the same way you would if their ring was damaged. I left a note inside the package reiterating the correct details of the ring we ordered (ring style, metal, and size). I waited about a 1.5-2 weeks for the inspection to complete, then was prompted to schedule a call with the repair team. They agreed that the ring was wrong, confirmed the details of the correct ring, and confirmed that I would get the ring in the mail in about 1-2 weeks.Unfortunately, I received an incorrect ring for the second time (right style, wrong size). It is evident that the original ring I purchased and used for the wedding ceremony is lost and, while it *** eventually be replaced with another ring in the same style and size, will not be returned.

• Review fromDavid C

  Date: 07/19/2022

  5 stars
  Your product was arranged with a great presentation. I was very pleased.