“No end of issues. One of the most important purchases you'll make in your life and they could care less. Ring has lost 11 accent diamonds over the years and customer service is terrible. Have sent it back for repairs twice specifically telling them that the prongs need to be fortified and after both repairs we lost diamonds again after just a few weeks. My wife is very careful with it and almost never wears it now because of all the issues. Customer service is manipulative and tries to strong arm you into cancelling your reviews on the promise of helping but then don't follow through.”
“Hi all,
Before I begin explaining our horrific experience with Brilliant Earth, just notice, as you scroll through these reviews, for every bad review, suddenly a flurry of amazing and outstanding reviews follow. I just hope this can reach any person thinking of using (not so) Brilliant Earth.
First and foremost I should not be writing this review; I should not have known that my partner had planned to propose, an engagement is a one in a lifetime experience. We grow up dreaming about the day our significant other is knelt on one knee, displaying a small box, asking to spend the rest our lives together.
My proposal could not have been more different to the above scenario. My engagement, if you will, was calling parcel force asking whether or not my faux diamond bought on Etsy had passed successfully through customs, ensuring it would arrive in time for our wedding on the 25th July.
Rewind a few months prior to this, my now husband was scanning the internet, watching YouTube videos and educating himself on what diamond he should commit a small fortune towards. After finding what he believe to be the one on the Brilliant Earth website, he paid the money and eagerly awaited it's arrival.
Low and behold a FedEx box arrived, but guess what - they had sent the WRONG ring with a diamond half the size of the one he ordered... and so the fun times with Brilliant Earth began.
We got passed from pillar to post and definitely spoke to the same rude lady that was mentioned two posts down, (remember my comment earlier about 1 bad review = 2 great ones...funny that). The lady informed us that the situation was suboptimal (sarcastic tone intended) and as a gesture of goodwill, we were offered $136.72 friends and family discount...... I was dumbfounded, I found the amount, in comparison to the cost of the ring insulting and would have rather not been offered anything. We were then informed the ring would take another 6 weeks to make. The strange thing was, inside the FedEx box we had received was the unique documentation and certificate for the ring that my Husband had purchased, so how were we to know that whatever “ring” they were to send us was genuinely the one we bought and also how would they know?
A few phone calls later, we were passed to over to Reuben, who informed us that our ring was in fact sat in the shop and he could get it shipped out to us, even though the previous later had said they didn’t have it. So, was it there or not?
We got to the point of not caring anymore, we had yet another call with the rude lady who mentioned again that it was to be made and all we cared about now was let’s just try and get our money back as quickly as possible and be done with this shambles of a company.
After being sent the wrong invoice twice for the ring, (we actually laughed at this as we were at our wits end, could they not do the simplest of tasks) we received the shipping label and packaged the WRONG ring back to the company.
Honestly, we had a glass of prosecco when he was finally refunded. We laugh about it now, and what a debacle it was. Even if a company has 80% good reviews but the negative ones are clearly genuinely unsatisfied customers who have experienced hellish situation beware! Always go with your gut, especially when there is consistency in negative reviews.
I do not want anyone out there to have the same experience as we did. Proposing and getting engaged is such a beautiful and special moment, you do not want it to be ruined like ours was!!
Good luck”
