“My experience has been disappointing, despite pleasant interactions with Brilliant Earth in store. I ordered a ring, but when it arrived it had two production flaws that I showed to staff who helped me document the flaws and send the ring back to the jewelers for repair. When the ring was received by the jewelers they sent me an email over the weekend inviting me to schedule a call to discuss the ring. I hadn't responded to the email on the Tuesday after receiving the email, at which point I received another email stating that the jewelers had inspected the ring and would refurbish it. A week later the ring arrived back at the store and they had done nothing to correct the flaws. We had to send the ring back in and restart the multi-week repair process. It seems thoughtless that the company would just send the ring back without even trying to correct the issues that I asked them to address.
The production flaws and the disappointing repair process have delayed my receipt of the ring by weeks, and the unnecessary trips to the store have wasted my time.”
