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.
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