Business ProfileforBrilliant Earth, LLC

On 6/17/24, I ordered a ring from Brilliant Earth. The total cost of this transaction including tax was $1,507.69. I placed this order over the phone and spoke with a representative. I was explicitly told by this representative that I would be eligible to exchange this ring. The business committed to provide me this ring as well as the option for exchanging it if I wanted to. I received this ring in the mail and it did not fit with my engagement ring, so I contacted Brilliant Earth again over the phone to initiate an exchange for the Amelie ring. I was again told that this ring would be eligible for exchange if I wanted to do so. The company sent me a return shipping label via email, I returned the ring via ***** within a few days, and the company sent me an email confirming that they had received it.Today, 7/18/24, I checked two things. I looked at the estimated delivery date for the Amelie ring and saw that it had been postponed. I also checked my banking account to see if I had been refunded for the ring I returned, and I haven't been.This morning, I contacted the company over the phone and spoke with a representative. I was for the first time told that even though I had spoken with someone over the phone to process the exchange, apparently I was expected to call them again to provide them with payment information so that they could process the exchange. I was told that since I hadn't called them yet, they hadn't made the new ring and also I am outside the 30 return/exchange window for the ring I was trying to exchange. This means that they won't refund the cost of the ring I mailed back to them a month ago. I was also told for the first time today that they had made an exception on my previous order to made this allow this exchange, but I couldn't cancel the order for the ring that they hadn't made yet because they had decided (without telling me) that it would not be eligible for return or exchange. The business has refused to work with me on resolving this.