“My engagement is from BE and wanted to get my husband a matching band for his birthday. I ordered it weeks in advance and even paid the extra for express shipping. They didn't ship until the night before and FedEx wouldnt even pick it up. So it was late but overall, it was okay. Just disappointed”
“We ordered a 5.5 mm matte comfort fit wedding ring in rose gold. When I went to pick it up, the ring was clearly not the style we had ordered. Specifically, it appeared to be flat instead of domed. The receptionist told me repeatedly that there were variations in the manufacturing process, so the ring may not look exactly like the sample. I asked to compare it to the sample ring, and the two looked and felt nothing alike. The receptionist offered to have the ring set back to be reworked. My fiance and I returned a second time to pick up the supposedly reworked ring this morning, and it looked exactly the same as last time. We put it side by side with the display 5.5 mm comfort fit ring: it did not match the doming/curvature or the width! It was much closer to a 6 mm flat band than what we ordered. The representative told me that we could send it back to find out how much the metal was worth and be given credit for that amount, which is absolutely ridiculous. First of all, we are still within the 30-day return window (we were first told the ring was available for pick-up on 12/28, I went to pick it up first in early January, and today is 1/26), and more importantly, the product is not what we ordered! When I expressed my frustration, she offered to escalate the matter to a manager who is meant to call in 1-2 business days. At this point, I've wasted over 2 hours of my time and 1 hour of my fiance's time as well as transit costs making special trips to the showroom for what should have been a quick pick-up. Not once has Brilliant Earth acknowledged their error or apologized for it. Instead, the receptionist repeatedly insisted that the ring was correct and just a variation of the style. We had an excellent experience ordering my engagement ring through Brilliant Earth, so it is very disappointing that this process has been so frustrating. It should not be upon us to have to point out the many ways a product is incorrect only to have it be wrong the second time as well; if a ring was made incorrectly, Brilliant Earth's quality assurance team should catch it. Someone should have made sure the product was made correctly before notifying us for pick-up the second time. If the current ring is not salvageable, a new band should be provided to correct the error. At the very least, an acknowledgment of the error would have been appreciated.”
