Brilliant Earth

Megan T 

on BBB

3 years ago

I placed an order for a bracelet. It was marked delivered by Fed Ex, but never arrived. After waiting a week, I contacted customer service and the bracelet was noted to be lost. I was confirmed to get a refund. I had to contact three times in 3 weeks and was told I would get the refund for the missing item each time. Refund was never issued and I never received the item. I continue to contact and get no resolve. I had to submit a dispute with my credit card company. 

Greta S 

on BBB

3 years ago

My husband purchased my engagement ring from Brilliant Earth in June of 2020. He proposed in August of 2020 with the BE ring. In less than a year, I started to notice the white gold fading. I called Brilliant Earth to explain this situation, and they told me this is happening because I wear it too much. How am I supposed to wear this ring for the rest of my life if I can't wear it? Not to mention, I take the ring off when I shower, sleep, clean or do anything that could potentially harm it. BE charged me $241.03 to repair a ... read more

Becca M 

on BBB

3 years ago

Horrendous customer service and pushed shipping 3x. Unable to reach the rep that contacted me via email (*************************). No response to date and complete lack of communication. Delivery was for 1/20, then 1/21, then 1/24, advising that ***** didn't ship on weekends and failed to pick up the package. Called *****, and Brilliant Earth hadn't created a shipping label until 9:04am on 1/21/22. BE also advised "priority overnight" would be 48 hours. I didn't receive shipping info until I called *****, and they're doing... read more

Alexandre G 

on BBB

3 years ago

They asked me to verify the account by sending me a small dollar amount on a Euro account, never showed up and they charged me again for the purchase and it was even more money than I should I pay (30 More) 

S G 

on BBB

3 years ago

I ordered a ring and decided it was a rash purchase; called to cancel the order about 36 hours later. It has been 9 days and the credit card with the $7000 charge has been refunded. The credit card with the $22,500 charge has not been refunded and they keep extending the amount of time it takes to process a refund. Which is obviously false as one credit card (SAME BANK) has been refunded. 

Carson 

on BBB

3 years ago

Avoid this company. There are alternatives like 1215diamonds who respect their customers.I read many negative reviews and still had confidence that my experience would be different and trouble-free. This was a huge mistake. Heed the warning that your order will not be seamless and smooth with this company. Expect something to go wrong. When it does, you will feel in the dark regarding status and ultimately spend exorbitant amounts of time calling customer service, waiting on hold, and waiting for updates that are never sent.... read more

Marilyn 

on BBB

3 years ago

Completely disappointed. Went here with my partner to pick out two rings and later two wedding bands. When it came time to pick up the rings one of the rings was the wrong shape even when it clearly stated on the invoice what shape it should have been. No quality check before pick up. We sent it back. We were notified that our rings were ready for pick up. Once we inspected our rings we notice there was an unremovable stain on the Moissanite. We informed them we refuse to pay the second part of the payment until our ring was... read more

Sean B 

on BBB

3 years ago

Ordered a $900 for my wife's birthday. They listed an item on their website, which was out of stock, as in stock, then changed the delivery notification twice without notifying me. The necklace is slated to arrive after my wife's birthday which puts me in a very bad position. They have offered no recompense at all, and the offered cancelation would hit too late for me to be able to purchase something else. Avoid at all cost. 

Chris L 

on BBB

3 years ago

I was going to buy an engagement ring from this company. After much searching and debating I finally settled on the ring. I picked out a center stone that she liked , added it to the ring and put it in my cart. After checkout I noticed that the stones that were supposed to be diamond accents were being substituted for lab created diamond accents without a change in price or disclaimer that they were being changed.