Review Time
**1-Star Review – Horrible Customer Service and Zero Willingness to Help**
I wish I could give negative stars. Buying an engagement ring should be a joyful experience, but this place turned it into one long exercise in frustration and disappointment.
From the very beginning, communication was terrible—messages ignored for days or weeks, responses when they finally came were short, rude, and often made no sense.
The biggest problems:
- Endless excuses and delays with no real updates or accountability. Every time I checked in, it was a new reason why things weren’t moving, but never any effort to fix the situation.
- Completely unwilling to work with me on even the most reasonable requests. I asked for simple alternatives to try to salvage the situation—options that any decent jeweler would at least consider—and they shot down every single one without hesitation. The attitude was basically “our process is our process, deal with it.” No empathy, no flexibility, nothing.
They happily took payment upfront but treated me like a burden the entire rest of the way. Zero ownership of problems they caused, zero interest in making a disappointed customer happy.
If you’re looking for an engagement ring, go literally anywhere else. This place clearly does not care about customers or what this purchase means to people. Save yourself the stress and heartbreak—choose a jeweler that actually values you.
Run the other way.
I am rating Brilliant Earth based on my overall experience, which has been extremely disappointing.
I got engaged in early August and initially loved my ring — it was beautiful. However, on October 7th, the ring completely broke. The diamond setting snapped off entirely, which should never happen, especially after such a short amount of time.
When I contacted Brilliant Earth, the customer service experience was frustrating and unhelpful. The representative did not seem empowered to assist and simply stated that I was outside the 30-day return window, despite the fact that this was clearly a quality and craftsmanship issue.
Brilliant Earth remade the ring, I received the remake November 10th but the replacement was also defective. The setting is visibly crooked, and there are noticeable flaws in the gold. Despite now having two faulty rings, the company has still refused to issue a refund.
After months of going back and forth, including filing a complaint with the BBB, Brilliant Earth continues to deny responsibility. One of their proposed “solutions” was for me to choose a different setting — and then pay the price difference myself. This is completely unacceptable. I should not be expected to spend more money due to their lack of quality control.
At this point, I have lost all trust in this company. A ring of this significance should be made with care, quality materials, and backed by customer support that stands behind its product. Brilliant Earth has failed on all fronts.
If you are looking for a company that values its customers and stands behind its workmanship, I would strongly recommend looking elsewhere.
I am still seeking a full refund.
Update. 2/9 11:42am Brilliant Earth HAS NOT reached out to me. Love the lies.
I bought our wedding bands in person at a location on November 24, 2025. Although the associate who helped us was friendly, his inexperience became apparent during the checkout. The transaction required a split payment: half on my personal credit card and half on a financing option. Despite having all the necessary details, the associate struggled to complete the transaction and mistakenly tried to process the financing as a different card type. When that didn’t work, he asked me to find my physical card and call back later. This led to multiple phone calls and emails with my sales representative until I finally had to reach out to customer service on December 1 to finalize the purchase. I then signed an additional financing agreement, and the remaining balance was settled. Two charges appeared: one on my personal credit card on Nov. 24 and another on my financing account on Dec 1, totaling just under $3,300. We were promised delivery by December 10. On December 10, I received a missed call with no voicemail. Checking my account revealed a zero balance and a status of “processing.” The last communication I had was a customer satisfaction survey sent on December 1. On December 16, I called to check on my order and was stunned to find it had been canceled the day before due to an alleged “outstanding balance,” even though my account still showed a remaining balance of $0.00 and both my financial accounts confirmed full payment. When I inquired about the lack of communication prior to the cancellation, the customer service representative mentioned a missed call on December 10 and claimed an email was sent, but I never received it, and they couldn’t provide details about it. Now, I’m uncertain if the company will refund the money they clearly received or if they will claim no payment was made and withhold around $3,300, or offer a partial refund. The best-case scenario is that they hold onto this amount for 1-2 weeks due to their poor refund process. This is the second time I’ve faced this issue with them, where payment was accepted and an order was suddenly canceled. The first time, I managed to stop the cancellation, but now, with just over two weeks until our wedding, we are left without wedding bands and in a financial bind that complicates buying new rings elsewhere. The communication from the company has been severely inadequate, both with customers and internally. The in-store representative and customer service team provided conflicting information and inconsistent payment requirements. It seems likely that internal communication issues, especially between financing, customer service, and order fulfillment, contributed to this cancellation despite payment being received. This reflects significant disorganization and unprofessionalism, raising serious concerns about the company's reliability and practices. One thing is clear: this company cannot be trusted with such an important occasion.
I bought a pair of large earrings in an ombre style, but they don't resemble the photos at all. The stones are so tiny that their color is hard to distinguish. They're so lightweight that it's difficult to believe they're 14k gold. The model's picture is quite misleading as the earrings appear larger. At $600, these earrings feel like a poor investment considering their size and weight. I likely could have found a better option elsewhere.
Everything was fantastic. The product, the service, the ease, all top tier. Divine was the associate that helped us and made the whole experience easy and enjoyable. There was no pressure or "sales-y" pitches which is what I was worried about going in. After leaving I felt very comfortable making a purchase with Brilliant Earth. 5/5!!!
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