“My fiancee loved the ring (she picked it out). She took it off while showering and sleeping. We were stunned to find that after only 3 weeks, one of the pearls fell out. I purchased the lifetime warranty, so I went through their claim process only to find that since it was still covered by the manufacturer, I'd have to go through them. So I did that and they tried to tell me to go through the extended warranty!! Finally got that straightened out and they sent me a shipping label. A few days later, I get an email saying they've reviewed the ring and that I need to choose an appointment time to chat with the repair team. Two problems with this..a) what other option is there other than replace the pearl and send it back? b) the soonest available appointment was TWELVE days away. That's unacceptable. So I called to voice my concerns and the agent sent an escalation in and informed me that I'd be contacted within 24-48 business hours. That's where we're at. Make this right, Brilliant Earth.”
