“As the title says, the ring lost a stone from the band after only one day of use. I proposed yesterday and unfortunately it's already missing a stone. I couldn't be more happy with the appearance but the fact that a stone popped out with less than 24hrs use, after it sat in the box for a little over a month is very disappointing. I am going to reach out to customer service but a ""leave a review"" email came up first, so I started here.”
“My fiancee's ring is more than I can ever imagine of how beautiful it is! Shipping time was perfect and the quality is absolutely gorgeous! The process was flawless, and I am so happy with the ring and the wonderful box! No words can describe our excitement and how perfect the ring is!”
“Got this ring paired with a 1.42 oval cut diamond as the center stone. Upon opening the ring box, I immediately knew there was a problem. They set the center stone crooked!! With not enough time to send the ring back before the proposal, I just had to deal with the fact that it would not look perfect. Once my fiance and I got back from our vacation, and after the proposal had happened, we sent in a claim and got a shipping tag to send the ring back that day. BE pays for 2 day shipping which is nice, what isn't nice is that when they receive your ring, you have to consult with them on the phone about options to fix it. The earliest date that they were able to call me was a WEEK LATER! I'm sure, as you can understand, when you get your engagement ring you want to do nothing more than to wear it and show it off, and my fiance wasn't able to do that. It feels like a piece of this special moment was taken away because they sent off a product with poor craftsmanship and poor regard, as if someone would be fine receiving a crooked ring. No compensation, no apologies, very disappointed in this purchase. Still waiting to receive the ring as they say it takes 2-3 weeks to process and gets fixed. So we will see if the problem gets resolved and the ring looks flawless.”
“Be weary of the Chicago showroom - they almost lost our ring (we had to contact THEM after a 3 week delay.) We came to find out the showroom had received our ring weeks prior but never contacted us. I called service and the manager continued to lie and say she was never aware of the issue. Horrible.”
“Bought a diamond ring with the demi gold setting to propose to my girlfriend. The diamond itself was beautiful and exceeded my expectations. However, the ""halo"" underneath the diamond which was part of the ring setting was drastically different than what I ordered. The halo was larger than shown on the website and was moved up higher on the diamond so the diamond was now being partially blocked. The larger halo definitely takes away from the diamond. Additionally, there appeared to be an error on the diamond certificate. With the amount of money that went into the ring, I would expect the ring to be perfect and to be fabricated exactly how it was ordered. I am disappointed and shocked how both these errors were missed during the quality checks. I'm now in a tough position on whether to take the ring away from my fiance and send the ring back or to just keep it how it is (Of course my Fiance wants to keep the ring how it is because that's the only ring she's seen but this ring is definitely not what I ordered nor what I paid for). Just disappointed it didn't come out how I expected and how I ordered it. If I were to send the ring back, I fear that it would be repaired and it would look worse than before. It was not a good feeling proposing to my girlfriend knowing the ring wasn't perfect for her. Giving this a 3 star because the diamond alone was great but also because the setting was manufactured incorrectly.”
“Questions on grade I paid for super ideal and got ideal when I called I was told I'd receive a email which I did and it resolved nothing. My receipt says super ideal while the gem report says ideal.”
“Buyer beware! Extremely disappointed. Order #2021652589 An experience that I'll never forget for mixed reasons. In May 2021 I had bought a custom engagement ring to surprise my now fiance. Wanting it to be ethical and sustainable I came across brilliant earth and found the perfect ring. Fast forward to March 2022, I proposed and being a surprise the ring was too big. But, should be no issue I thought seeing as something like this would occur all the time. So assuming the company's duty of care, they'd be able to resize the ring without any issues. Prior to purchase, nowhere on the online page for the band did it state that the ring that I bought (18K White Gold Demi Diamond Ring, 1/3 ct. tw) could not be resized down to a specific size only. On the phone I was advised that I should have been the one to ask about this, instead of the company who specialises in Jewellery, informing the consumer of any specifics of the products prior to purchase. (In this case as it's online, surely having the information stated on the page would be a given). Next, we thought maybe an exchange would work for a band that fits, however all that was offered was a small 'metal credit', meaning if I wanted the right sized ring I would have to buy a new band altogether. It has been a really disappointing experience as it has felt like once the transaction was over, the ongoing customer care from Brilliant Earth, seemed to be over too. The returns policy also doesn't cater for surprise proposals outside of 60 days (as per there return policy) so again, like me, don't dare plan to propose past 60 days of purchase, Brilliant Earth are reluctant to find solutions past that date. It felt as though that since I made the honest error of getting the wrong size, it's my issue only and can't be fixed by Brilliant Earth, however when consulting with Brilliant Earth for solutions, the answers were off the mark and poor from such an established company. All we wanted was for our engagement ring to be resized to the size we wanted or the band exchanged for a size that fits. We assumed that Brilliant Earth's ongoing customer care would be as facilitating as any other respected jeweller. Instead we were met with: you're mistake, not our issue. So for any future buyers, don't dare make a mistake, because if your experience is like ours, you mightn't get the help you are after.”
