So I never have to deal with Brilliant Earth ever again! Complimentary diamond gift with purchase over $1,000! They sent me pictures of the gems, answered my emails, and even personally reached out to me during the process. Pros Brilliant Earth has spent a lot of time and resources to increase employee engagement and decrease turnover and it shows. Please read my full experience.Sadly, I'm writing to detail out my journey as a Brilliant Earth customer, and it's not a great experience.I was drawn to Brilliant Earth for its focus on ethical sourcing, and at the time was thrilled to be a customer. To be honest, I was quite put off by her tone. 69 reviews of Brilliant Earth "My fiancee's and my experience with Brilliant Earth was beyond what I could have ever hoped … 5 days later I had my ring back with a beautiful new stone set in a whole new basket that has very solid prongs, not the wimpy cheap basket and prongs Brilliant Earth offers. I had only had my ring a few months at this time so this was VERY concerning. Real happy about this. I received it back within their advised delays and the work they did was nothing short of amazing. Companies pay us to be accredited or when you click a link, call a number or fill a form on our site. Brilliant Earth offers 3 main types of mined diamonds: Canadian Diamonds: Canada … Offers a variety of products that includes engagement rings, wedding rings, diamonds, gemstones and jewelry 5. Days later I received a shipping confirmation, prior to any new message from Rueben, or a photo. This company is not yet accredited. I have tried to purchase a ring from Brilliant Earth twice. This experience was just amazing to me!!! My fiance and I had talked about getting a … Rueben was very pleasant and assured me he would be personally overseeing my issue and tracking it to ensure it was done correctly.I FedEx the ring back on July 2nd. Sign up to receive our free weekly newsletter. I want my order cancelled, my initial purchase fully refunded ($*****), and never to be bothered by this company again. Their products are naturally sourced, affordable, and gorgeous. I waited for tracking numbers. I literally type.. all day. The diamond was coming lose in the setting. Brilliant Earth Review: According to Brilliant Earth they state that they are fully committed to environmentally friendly and ethical jewelry. It was there an hour ago. Naturally sourced beauty! Her tone was very unpleasant, and I asked to speak with her supervisor. When I was finally ready to make a purchase, I read some reviews and articles about the good work Brilliant Earth … Perhaps the largest online retailer of stones from conflict-free zones, Brilliant Earth … Their onside collection was simply amazing. At this point we were getting terrifyingly close to our wedding date, August 5th. My delivery arrived on time and was packaged beautifully. However Brilliant Earth explained their repair process and offered great communication and customer service throughout the process. I even paid extra to have it over nighted. 1. The women's band arrived as ordered. I proposed several weeks later, and my fiancée (she said yes) loved the ring!Fast forward, and we're coming up on our wedding. I called into customer service and escalated the issue. When I was finally ready to make a purchase, I read some reviews and articles about the good work Brilliant Earth does which sealed the deal for me. Operates 7 showrooms in locations within the US, and ships … We grow up dreaming about the day our significant other is knelt on one knee, displaying a small box, asking to spend the rest our lives together. !Good luckKate. Bye! Both times it was confirmed by the representatives my package was ready and will arrive the next day. The rep placed the order herself. These guys know their stuff! ConsumerAffairs is not a government agency. I waited and finally contacted them. We contacted Brilliant Earth regarding the prong issue... again, and missing stone now and we were told too bad, its our problem and we had to pay full price for a new stone. Thank you, you have successfully subscribed to our newsletter! Not only that, was an advocate of the brand. 2 days ago a new ring arrived, and low-and-behold, it is still incorrect.The wedding is in a little more than a week. Website is very easy to navigate, found a few things I know my wife would like so I know where to shop when I need another gift. Was easy to find with the vast selection and quality. They care. … Again, I called to confirm shipment. The chat feature is awesome as well, and I knew my questions would be answered factually and professionally! Your craftsmanship is the worst I have ever seen in jewelry and you want to charge the customer to repair your defective product? Brilliant Earth is the global leader in ethically sourced fine jewelry. It is a diamond and jewelry company started in 2015 3. I ended up spending the most time on this website because of how easy it was to use and all their beautiful elegant pieces. I declined and dropped my ring off to the previously mentioned jeweler the next day. We called into customer service, who let us know that the showroom would be reopening soon (was closed due to COVID), so we set an appointment to meet in person. Several consumers complain … In this review of Brilliant Earth, we’ll take a look at some of the essential factors in designing a perfect piece of jewelry for your special someone.So, whether you’re getting ready to pop the … Being the maid of honour, I wanted to be sure I had a beautiful piece of jewellery on my wrist for photographs but also that I would keep for a lifetime and eventually hand down to my daughter. It was exactly as photographed and probably even nicer actually. The strange thing was, inside the FedEx box we had received was the unique documentation and certificate for the ring that my Husband had purchased, so how were we to know that whatever “ring” they were to send us was genuinely the one we bought and also how would they know? We sat down with their staff (Kelly S., Jewelry Consultant) and looked at some ring choices. An amazing company with kind staff. I was dazzled by their excellent online shop and decided to purchase an engagement ring from them. I do not build houses, I do not repair vehicles or work with my hands or use abrasive materials in any way. Ordered a laboratory made 2.62ct, F color, VS1 clarity, emerald cut diamond on a Tuesday. I call back again.The representative tells me that it’s actually 24 to 48 hours!!! Ring never came, proposal as planned was ruined. Since being engaged, I can also vouch for the quality and we’re so very happy with both the quality and service we received on site that we wanted to take the time to sit down and send in my review. After they tell me that they are sorry the purchase "didn't work out" I start my wait for the wire transfer. They also offer free shipping and will deliver your order quickly! I was dumbfounded, I found the amount, in comparison to the cost of the ring insulting and would have rather not been offered anything. BUT not only that but we have to PAY $50 per prong to have them repaired. Thank you Brilliant Earth for making times like this a little easier!!! Enjoy reading our tips and recommendations. I told them my budget (which was a little modest) and they helped me to build the most beautiful engagement ring for my fiance. The help I received at Brilliant was above and beyond anything I could imagine. The lady on the phone was extremely helpful and super nice. Our rings arrived before the day she expected them to and they were just beautiful. This worried me. Similar natural diamonds were around $30k+. Absolutely horrifying experience. We laugh about it now, and what a debacle it was. We've dealt with nearly 10 employees, continuously promised one thing, and been delivered something else. I rearranged my work schedule to accommodate shipment as it was signature required. We were then informed the ring would take another 6 weeks to make. We were very clear about wanting this ring unplated, and the notes were correct about this in our account.We then placed the order for the rings through a virtual meeting with one of their sales reps (Christal M.) on May 20th. For more information about reviews on ConsumerAffairs.com please visit our After speaking with them further they agreed to cover the cost of repair.Around June 1st we received the wedding bands. There was no up selling or pressure. I finally decided to do some research alone to try and find a reputable jeweler to entrust with such an important piece. Honestly, we had a glass of prosecco when he was finally refunded. From "just looking" to its arrival at my door, the people at Brilliant Earth offer exceptional … COVID update: Brilliant Earth has updated their hours and services. Both times the day I was supposed to receive my ring I did not. They care about your story and want to truly understand what you're looking for. Customers generally agree that Brilliant Earth … Still waiting for my product. Again, the representatives confirmed shipment was going out. She took the incorrect band, added notes to the account, and arranged to have it corrected.We received it a second time, again, plated and incorrect. Engagement ruined!!! This is a really … We are done. Brilliant Earth is at a great size - big enough to work on exciting, meaningful projects with the resources needed to put behind them but small enough that team members at every level can … I’m not exactly a “jewelry guy.”After a little bit of research, I found Brilliant Earth. I wish I could share the commission with her, but when I was in store, I still wasn’t ready to make the purchase. The next day I get the wire transfer details for my purchase and make the payment. They give zero communication and nobody ever seems to know what is going on. We value your privacy. So we have decided to take my ring to a more reputable local jeweler that backs their craftsman ship and treats customers with respect. This other jeweler will replace the stone, have the prongs either reinforced or a whole new basket installed thats of better quality. We value your privacy. So after a lot of back and forth that has failed to clarify why they have asked for a wire transfer from a country they don't ship to along with an amount they can't ensure I have decided to ask a refund- 27th of May: I ask for a refund. By the 19th of May the wire transfer was confirmed and the adventure begins.- 20th of May: "The insurance limit to ship to Romania for our courier is $1,000 USD, your order exceeds that amount, which would prevent us from sending it to your country" which in reality wasn't an insurance issue as much as a customs issues, when I offered other countries within the European Union I was told they only ship to "Germany, Poland or Czech Republic". I selected Brilliant Earth because I believe in their Environmental philosophy, and I wanted to have an alternative to my current engagement ring, but to be honest, my Brilliant Earth ring will be worn far more often because it is the most gorgeous ring I have ever seen! After not receiving the product I canceled the order to start over. You have gained a lifetime customer! For … Our content is intended to be used for general information purposes only. The package came right on time, was well sealed and packaged, I was very impressed. After some more local browsing and pondering I ended up finalizing my purchase on their website. Giving Brilliant Earth the benefit of the doubt I chose to order another ring of greater value. No phone calls. I was browsing their collection online and decided it would be worth my while to drive a little further out of my way to visit their store location. As laid out in their “Our Mission” page, not only do they claim to make their jewelry as beautiful as others on the market, but they also claim to do so in an ethical, eco-friendly, and sustainable way. Just excellent customer service. I then didn't head a thing for 2 weeks. The cut and diamond are simply flawless. In … 2 major strikes against Brilliant Earth with us in 2 years. - 1st of July: The check arrives and to make another long story short I had to ship it to Lithuania in order to cash it. I made an appointment at the showroom and walked right in, and told the jeweler about my situation. Overall had a good shopping experience at the showroom. Transaction was easy enough and I received my order pretty quick. She handed me off to Rueben B., Customer Experience Assistant Manager. I'm getting married next year and wanted to ask my bridesmaids to be part of my wedding party while presenting them with identical bracelets. She was astonished it was incorrect, and to be frank, made me feel as if I was doing something wrong. She did not take responsibility for the issue. If I decided to get the work done or not it would take an additional few weeks to get my ring back after inspection. It was pretty to look at aesthetically, and the pieces are so well photographed that its almost impossible not to fall in love with a piece of jewellery. He had been to this location when he bought my engagement ring and sore by the service. Why you ask? I did my homework ahead of time by browsing their website and I knew more of less what kind of a piece I was looking for which made my appointment much easier. I am so happy. How do I know I can trust these reviews about Brilliant Earth? We have had 5 friends get engaged over the past 4 months and prior to ring shopping my husband told all of the husbands-to-be about our horrible experiences with Brilliant Earth and they were grateful for the info and chose to buy their engagement rings elsewhere. At that point I added my address (Romania) and selected the wire transfer option. Their LIVE CHAT is also very helpful! Excellent Service! I have tried to purchase a ring with them twice with the “build your own jewelry”. Brilliant Earth’s Canadian diamonds originate from the Diavik and Ekati diamond mines in the Northwest Territory of Canada – two of the most progressive mining operations in the world. Nobody knew why it had not shipped. I cannot recommend Brilliant Earth. It was a little weird at first, … It has now been 24 hours and no response.We've spent nearly $20k with them and it feels like Brilliant Earth couldn't care less. They repeatedly lied to my partner that our ring (with a distinctive teal asscher sapphire) would be with us on a number of given dates, the earliest being April 2. I had put it away in my jewelry box and completely forgotten about getting it fix. We had a very negative experience with Brilliant Earth at that time, but ultimately the prongs were repaired. Get buying tips about Jewelry Stores delivered to your inbox. I was happy to see the Brilliant Earth offers virtual appointments during these crazy times!! I will definitely shop here again!!. They were clear about delays and repair costs, which … - Avoid at ALL costs, If you want a ring that lasts, this is NOT the jeweler you want to purchase from. I'm so happy I trusted to go with Brilliant Earth for this important purchase. Then it's more assurances, and 'our jeweller is finalising it', again and again more lies and more missed delivery dates... My poor partner was so stressed and upset he ended up telling me about the proposal. After being sent the wrong invoice twice for the ring, (we actually laughed at this as we were at our wits end, could they not do the simplest of tasks) we received the shipping label and packaged the WRONG ring back to the company. As a novice jewelry buyer, I was hesitant to buy online without seeing the product in person. I highly recommend them! Thank you. I was too busy helping my sister plan her wedding that I didn't have time to submit this review sooner, but overall, great service and a wonderful collection! April 2 comes and goes, but no ring. This will void the "warranty" but what warranty? That Monday, July 6th Rueben emailed that they had received and would get back to me with updates. We’ll start sending you the news you need delivered straight to you. Having read other reviews and reading their blog posts on how much they give back, I felt comfortable doing business with them. Find out the answers. The next day Rueben said he was not going to let the new ring leave until the team had photographed it, sent the photo to me, and had me approve it prior to being mailed out. I ended up spending the most time on this website because of how easy it was to use and all their beautiful elegant pieces. Finally on July 20th he responded and let me know progress was being made. I had not received any phone call or email to tell me there was a delay. FAQ. Discover their extensive collection of stunning engagement rings, wedding rings, and fine jewelry handcrafted from eco … After going through over 200 customer reviews of Brilliant Earth on review websites, we can safely say that customers generally have a good experience with Brilliant Earth. Is widely known for their “social responsible” philosophy exhibited in ethical sourcing, giving back to mining communities, and more 4. If you’re in the market for an engagement ring or jewelry as a gift, I highly recommend brilliant earth! This website was so nice to use. I’m thrilled with the work and service they provided. Again, was assured it was at FedEx and will be arriving the next day. Be the first one to find this review helpful. Honestly the worst customer service experience of our lives. I just hope this can reach any person thinking of using (not so) Brilliant Earth.First and foremost I should not be writing this review; I should not have known that my partner had planned to propose, an engagement is a one in a lifetime experience. Good job, Brilliant Earth! I'm usually not the type of person to take time to type up a review, but Brilliant Earth's service and products are just so amazing I knew I had to come online to share. They claim to use socially responsible practices, provide education on environmental issues, and promote growth by donating 5% of all pro… We worked with the above rep to have that sent to be repaired. Keep reading. Really bad and poor costumer service.Probably great when you have no issue.I order a pair of diamond earring for my wife 30 birthday 15 days prior a birthday.Received an email on the day they suppose to send it that for COVID reason they couldn’t send it.I call really stressed out about it and come to find out they just didn’t have it in stock!!!! DO NOT BUY FROM BRILLIANT EARTH. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission. From the moment I found them on Google to the moment the delivery man rang my doorbell, I loved my experience. Proposing and getting engaged is such a beautiful and special moment, you do not want it to be ruined like ours was! Always go with your gut, especially when there is consistency in negative reviews.I do not want anyone out there to have the same experience as we did. Yes, another team, again.Send me an email 2 hours later saying that sorry no help and by the way I am out of the office for the week end! WHAT?! We were well cared for and the salesperson was patient and kind. When I called they told me it was delayed. The service both he received and then we both received upon our 2nd visit was simply wonderful. My delivery came quicker than expected and I’m very happy with the overall experience and selection offered by their location. Never felt pressured in any way, and all my questions were answered. I started as such a proponent of Brilliant Earth and now regret having ever purchased from you in the first place. Unsubscribe easily. I just got my engagement ring today and I am SPEECHLESS!!!!! It is very important to do your own analysis before making any investment based on your own personal circumstances and consult with your own investment, financial, tax and legal advisers. We then returned to the showroom February 24th, 2020 to finalize the choices (with Ashley P., Jewelry Consultant), a Platinum Luxe Sienna Diamond Ring and an unplated 8K White Gold 5.5mm Tiburon Wedding Ring for me. I followed up with him on July 16th, and then waited. She informed me that she was familiar with my order, as she was the one who had handled it previously. I recently visited the Boston location with my fiancée to select and order our wedding bands. The Brilliant Earth of the past is no more. Happy with my purchase and I'm telling all my friends about it. A few phone calls later, we were passed to over to Reuben, who informed us that our ring was in fact sat in the shop and he could get it shipped out to us, even though the previous later had said they didn’t have it. Nobody took accountability for not contacting me. My proposal could not have been more different to the above scenario. We really wanted to find a way to work with Brilliant Earth… The men's band was received plated (shiny), incorrect to the order. All is okay again. Nothing. The 'tracking number' was a fake.They tried to get us to buy another stone, we obviously refused. Its location on this page may change next time you visit. Found great gift options for many people in my family. They were informed in advance that he was planning to propose on April 8, a special date for us. And even better, because they installed a new basket to secure the center stone, they offered me a full warranty on the ring. They exceeded my expectations and I would highly recommend them. I would strongly suggest this location to anyone looking for the best quality and service available. Both times the representative assured me it was on time. Again, no product. You may use a bank wire to pay for Brilliant Earth purchases of $500 or more. Finding a good jeweler is hard enough as is, but finding one that you entrust on working on a family heirloom is definitely worth coming online to share a review for. Even if a company has 80% good reviews but the negative ones are clearly genuinely unsatisfied customers who have experienced hellish situation beware! !I was fuming.... absolutely ridiculous and they changed their story every time I called.Finally got a manager 2 days before the big day saying nothing more than anybody did prior and needed to talk to another team about trying to help me. I had a ring custom made and the customer service I experience was truly one of a kind. I found Brilliant Earth through a Google search and was stunned by their products. In Romania and many other European countries, no bank in their right mind still processes checks when there are a lot of better options to handle payments. The only reason I am giving one star is because zero stars was not an option. I cannot recommend Brilliant Earth. This was a $3,800 order.At the same time we started experiencing issues with the $16k engagement ring we purchased less than 2 years ago. Paid a little over $10k for it, $11k with tax. I wasn't sure if I had picked right or not, but my wife loved the ring I picked out for her and even if she hadn't the sales associate I spoke to at their call centre reassured me that I would be able to exchange it for another item should I have needed to. Customer Reviews "I can't say enough about how happy I am with my gorgeous ring from Brilliant Earth! I just look down and the stone in my engagement ring is completely gone! See BBB rating, reviews, complaints, request a quote & more. Our team mailed the check to you on June 4th and it can take up to 2 weeks to arrive" I kid you not they have sent a physical check by mail to Romania. I don't know what to do and I don't ever trust the team will get it right.I immediately emailed the co-founders, Eric Grossberg and Beth Gerstein and explained the situation. Their products are naturally sourced, affordable, and … I booked my 50 min Zoom call right away so I could get to speak to a consultant and have them help me out a little. This was the 11th of May (very relevant). Please use the form below or call us at 1.800.691.0952 to schedule your personalized 50 minute visit with a jewelry specialist. I assumed this wouldn’t be easy due to all stores being closed because of COVID-19. Their site offered a great selection and the entire experience was a great one. Brilliant Earth is rapidly growing, and there are some growing pains around that. Specialties: The Brilliant Earth team is a group of dedicated individuals - jewelry designers, sales associates, gemologists, and more - all working to provide exceptional engagement rings and … Fast forward 2 years and there is no loose prong, no warning sign that the defective prongs are having issues again. Now let's go over what you'll find at Brilliant Earth. From beginning to end, the team at Brilliant Earth make you feel like you're the most important customer to them. With our 5 year anniversary coming up I turned to Brilliant Earth for a unique gift. The sales person took her time to explain the different cuts and qualities and she seemed to really love what she did! I selected a lab grown solitaire on a white gold solitaire setting, and it is far better than I could have ever anticipated! !I never experienced a run around like that . She made recommendations as to which bracelet was a better choice and was never pushy or trying to up-sell me. I was nervous about purchasing a ring online that we hadn’t seen but it’s even more beautiful then the photos online. Thanks! !Started with a lie...Meanwhile it’s happening 5 days before the birthday.After 3 days of calling back and forth with different representatives and telling methey need a manager involved which takes 24 hours to respond.No call after 24 hours. By entering your email, you agree to sign up for consumer news, tips and giveaways from ConsumerAffairs. ... Canada, or the United … I found this website through google after browsing other competitors. So, was it there or not? Right. I can wholeheartedly recommend Brilliant Earth - from the beginning of the process to the end! I recently bought my girlfriend an engagement ring through Brilliant Earth's site and I was extremely satisfied with the product when I received it earlier this week. Through Brilliant Earth they state that they are fully committed to environmentally friendly ethical... 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