“From my phone consultation, to my in person appointment, Brilliant Earth made my experience very painless and straight forward. All of the staff was informative, and helpful. The shipping speed and process was very satisfactory as well!”
“My girlfriend and I looked at rings with a Brilliant Earth representative a few weeks prior to buying online. I had a general idea of what the setting would look like with the desired carat, but the real thing is mind blowing. Absolutely gorgeous, high quality, fantastic customer service, 10/10!”
“This ring is the perfect engagement ring- my partner picked it out and they did AMAZING!
I get so many complements and it sparkles so beautifully- the best part is how low profile it is, it doesn't snag on anything!”
“The below spans from March-August 17th. A more detailed version of the below went to multiple recipients without resolve. I am STILL very unhappy with my purchase, and it has been 150 days. The 'customer service' I have been subject to is unacceptable. I ordered my dream ring, but the ring had poor diamond quality. I booked a Seattle showroom appointment for review of the diamond. I was told the Diamond had poor dimensions (even though I shopped with the right parameters) leading to poor light performance. I ask the employee how many more times I can change it before I must get a refund and she says 'one more time after this' with no mention of the fact that I am ineligible for a refund if I go forward with an exchange. I pick out a new diamond in person for $1,300 more so I'm not disappointed with an online Diamond again and leave the ring there. Showroom employee says she will email me same evening with the Diamond details and pricing (she did not). I email customer service asking for the diamond details, and they oblige. Showroom employee calls when the new ring arrives to tell me that the craftsmanship is unacceptable, and they do not want me to pick the ring up; they want to send it back to be redone and I tell her I am more than willing to wait for perfection. No contact whatsoever for multiple weeks. I send an email to customer service to get an update. I spoke to them about shipping the ring to my home address from the showroom and was told it will ship next day overnight. It never did. I reached out to customer service via phone call. I am asked to pay the remaining balance before it will ship. I refuse until I am given a full refund policy exception due to the craftsmanship issues prior. A 'manager' calls me and confirms a policy exception for me because she can't believe the number of notes on my account. The ring delivers, is mounted horribly crooked and has prongs that curve badly to the left ***The ring was delivered to the Seattle showroom PRIOR to shipping to my home address and was allowed to ship anyway*** I call customer service asking for a manager to call me. No call. I send an email asking for a manager to call me. No reply. I call again asking for a manager. Again, I set up a return/repair and was told that the ring would be handled the moment it arrived with priority and that someone would contact me PRIOR to the repair process. None of that happens. The ring sits for over 7 days and repairs begin without my knowledge. I am given a shipping and delivery date. It never ships. I ask for a manager to call me. A 'manager' calls and apologizes for the poor customer service. She will work 'really hard' to get me a monetary refund for the nightmare I have ensued. Lie. Ring ships with NO WARNING. Ring doesn't deliver (Took day off work costing me money). Ring delivers (Took day off work costing me money). AGAIN, more quality issues. Now, two prongs on my 'double, triple, quadruple inspected' ring are closer together than the other two. I email Diana Reisman - 'manager' - to tell her that the ring is still not repaired! I want monetary compensation. She offers me $46 off my next purchase as a joke. I tell her no; I will not repurchase. She asks to call me so we can find a solution. Fine. She calls me to tell me that there's nothing she or Brilliant Earth will do for me, but she would be happy to take my ring for a 4th repair. Brilliant Earth has no true customer service whatsoever. Someone is simply paid to pacify the consumer just long enough so that they can begin ignoring them. That is where we are now. Brilliant Earth took almost $8,000 out of my bank account in March/April of 2022 without ensuring that I, the consumer was satisfied; I am NOT satisfied, and it is August 17th, 2022. The continuous poor craftsmanship that Brilliant Earth has allowed to be shipped to me is sad and indicative of their core values. Brilliant Earth stole the romance and joy out of my customizing a very, very expensive piece of jewelry as an anniversary gift from my husband. I will always feel that that when looking down at the ring that still has poor craftsmanship after multiple attempts. Total out the door for mediocrity: $8,000 Time Brilliant Earth spent stealing my joy: 150 days Would not and will not recommend.”
