“The whole process was fabulous. The ring arrived on time and looked even better than in the show room. Brilliant earth will be my new jewelry store from now on”
“My now fiance bought this ring for our engagement and it is BEAUTIFUL! I had seen the pictures online, but I hardly recognized it in person because it looked even better! I'm in love”
“Bought an engagement ring from the store located in Atlanta,GA, and I was very happy. The ring itself was absolutely beautiful I drove five hours just to see jt kn person before purchasing and it blew me away. Zoey helped me out with my purchase and she was as helpful and nice as she could be. The ring is absolutely breathtaking and dealing with the staff was great!”
“It is a stunning ring for an absolutely beautiful girl. She loves this ring, and she get compliments daily on it. It sparkles in any light, but sunlight it can look like a disco ball”
“Website builder image did not actually depict ring received. Quality of metal is wrong... pure rose gold should not turn fingers black...something in metal reacting to skin with this ring but other rose gold she never had issues with.”
“Very underwhelmed by the entire digital marketing and e-commerce team. I've spent years in growth marketing roles for startup brands and this is one of the worst purchase experiences I've encountered. Jewelry is a considered purchase. Especially an engagement ring. Your purchase funnel is probably quite long and the shopping/browsing funnel seems to be the primary focus. The shopping options and custom ring building experience is quite good. Once the purchase begins, things fall apart. I reviewed financing options through both Affirm and Wells Fargo. Wells Fargo is frankly the worst, most irresponsible finance institution available. I've used Affirm for various other purchases so felt confident using them again if needed. After getting approved for my purchase through Affirm, I was unable to see that approval communicated to my cart with Brilliant Earth. I paid a deposit 3 times through Affirm before I gave up and purchased outright. Once my order was placed, I received a single order confirmation email. My post purchase email flow was 1 email per week selling a totally different product and not at all related to my purchase category. Totally a missed opportunity to provide customer care and position yourselves as a partner in the proposal process. You should have sent an email asking the proposal date and used it to trigger an email asking how things went. ""Did he/she say yes?"". If no, let's schedule you a return. If yes, amazing - let's talk about ring resizing, insurance, wedding bands, and warranties. Now you have a highly relevant up-sell into wedding bands. Not only poor email segmentation, on Facebook ads and GDN, it's very clear your digital marketing team is not excluding any purchasers. This is a total waste of money. At the very least, you should exclude purchasers from the engagement ring category. Imagine the significant other sees all those display ads or DPA FB ads for the exact ring from Brilliant Earth. Suspicious to say the least.”
