Complaints

This profile includes complaints for Brilliant Earth, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brilliant Earth, LLC

  26 O'Farrell St. Fl 10 San Francisco, CA 94108-5832

  
• 

  Brilliant Earth, LLC

  34 E Oak St Ste 2 Floor 2 Chicago, IL 60611-1231

• 

  Brilliant Earth, LLC

  1701 Walnut St Fl 8 Floor 8 Philadelphia, PA 19103-5220

• 

  Brilliant Earth

  15125 N Scottsdale Rd # L1-100 Scottsdale, AZ 85254-2181

• 

  Brilliant Earth

  3714 Midtown Dr Tampa, FL 33607

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a moissanite engagement stone. We had it set in a custom platinum setting, all told it was almost $10,000. Within a few months, the stone developed a dark sheen that would not come off. I sent it back to the company and they gave me two options, both were insulting. First option was to buy an entirely new ring from them at retail price, but they would replace the stone. Option two was to give me another stone 50% off retail. Amazing. Total failure for **************** and I feel lied to you about the durability of this product. Now I am stuck looking at my engagement ring feeling sad that I was taken advantage of for thousands of dollars.

  

  Business Response

  Date: 05/26/2025

  The customer placed an order for a loose 8mm Cushion Moissanite on 2/25/2022; their order was fulfilled. On 3/1/24, the customer dropped off their moissanite set in a non-Brilliant Earth engagement ring and requested an evaluation of their center stone (the moissanite). Brilliant Earth evaluated the center stone and determined a replacement stone was required as the moissanite could not be repaired due to a film that developed on the stone due to long-term exposure to chemicals. This was not covered under Brilliant Earths Lifetime Manufacturing Warranty. As a courtesy to the customer, they were offered a complimentary replacement moissanite but would require to unset their original stone from the non-BE setting. The customer declined and **************** offered a friends and family discount towards the purchase of a new stone and/or engagement ring. The customer declined all options and requested to have their ring returned without any repair work. Brilliant Earth returned the ring to the customer and it was delivered on 4/29/24. **************** contacted the customer and offered to have the center stone re-evaluated and remain open to assist the customer with any further service needs. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23362022
  
  I am rejecting this response because:

  it is unknown why the ring developed the film that cannot be removed. I do not expose it any chemicals, and I am very careful with it. The moissanite, like a diamond, is supposed to be very durable. At least that is what theyre telling people. I do not work with chemicals, and I certainly did not have the ring around chemicals. They are not explaining what chemical chemicals couldve even caused this. In both of the scenarios that theyre offering me, even more substantial cost is associated on my end. They are also only offering me another moissanite, which is not proved to be a durable stone for a lifelong engagement ring. 
  They took the one, most sentimental piece of jewelry a woman can own, be gifted with great meaning, with likely the highest value, and made it into a bad experience. 
  My setting wasnt pure platinum.

  I had heard about the problems with their settings, so I decided to have a jeweler locally make it for me out of solid platinum with one of the moissanite stones from brilliant earth. The setting was $8000. Brilliant earth is giving me the option to destroy that ring in order to get the stone out to give to them. Then I could have the ring remade at my full expense, again.Not only is this not a good solution by anybodys standards, it is insulting. It is heart wrenching. 
  Their only other option, was to sell me another another ring, with a slight discount. But this would have to be in their setting, not my original custom setting because that would be destroyed to get their defective ring out. This also is a very substantial cost to me, one who does not feel like I should need to spend any more money and then I do money back, plus I do not trust their product anymore. 
  If I had it all to do over again, I would have purchased a diamond, or a moissanite from another company that actually stands behind their product and has good customer service.
   

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 06/03/2025

  The customer placed an order for a loose 8mm Cushion Moissanite on 2/25/2022; their order was fulfilled. On 3/1/24, the customer dropped off their moissanite set in a non-Brilliant Earth engagement ring and requested an evaluation on their center stone (the moissanite). Brilliant Earth evaluated the center stone and determined a replacement stone was required as the center stone could not be repaired due to a film that developed on the stone from long-term exposure to chemicals. For reference, chemicals that can affect a moissanite and leave a film are things such as (but not limited to) natural oils from the skin, soap used, or even minerals in tap water for example. These are all common substances that, over time, can build up and create a visible film on the stone. As stated on Brilliant Earths website, damage to a gemstone due to everyday wear is not covered under Brilliant Earths Lifetime Manufacturing Warranty. As a courtesy to the customer, they were offered a complimentary replacement moissanite but would require to unset their original stone from the non-BE setting. The customer declined and **************** offered a friends and family discount towards the purchase of a new stone and/or engagement ring. The customer declined all options and requested to have their ring returned without any repair work. Brilliant Earth returned the ring to the customer and it was delivered on 4/29/24. **************** contacted the customer and offered to have the ring re-evaluated and remain open to assist the customer with any further service needs. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23362022
  
  I am rejecting this response because:

  The company is misrepresenting that the moissanite is nearly a diamond. Their representing that the stone is highly durable, like a diamond. yet, Skin oils, lotions, even tapwater can destroy the stone. This is not acceptable. If Brilliant Earth highlighted that information to a potential customer chances are they would not spend thousands of dollars on a stone that is more susceptible to chemical changes than glass, or a CZ. The offers brilliant earth has made to mitigate this problem, only cost me thousands of dollars more. If they sent me a stone which has been found to already be defective, I would simply be putting in the same defective stone in a platinum band and the cost of unsetting it and resetting it in that would be on me, which is thousands of dollars. It doesn't make any sense why would I do that? In addition, their friends and family discount would save me a few dollars on a $10,000 ring that they would be highly profiting off of again, a very offensive offer.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 11th, 2025 I placed an order with Brilliant Earth for a ring. Although marked as delivered, I never received the ring and I immediately contacted Brilliant Earth to let them know so. They stated that they would open an investigation into the missing package. Once opened, they began to give conflicting information on the status of the investigation. One agent would state that a refund was on the way then the next would state that the investigation was still open. This conflicting information created confusion and a claim process that has been going on for almost 2 months. Recently, I was notified that the claim had been denied and they would neither refund the money for the purchase or provide a replacement. Its good to know that they care so little about their customers that they put minimal effort into actually resolving any issues. If I could do it again I never would have gone with them.

  

  Business Response

  Date: 05/22/2025

  The customer placed an order for an Engagement Ring from Brilliant Earth on 3/5/2025. The order was shipped to the customer via ***** on 3/19/25 (tracking #************* and per tracking, showed to be delivered and signed for by the customer on 3/23/25. On 3/24/25, the customer contacted **************** stating they did not receive the order. Brilliant Earth filed a claim for the package with *****. The claim was denied by *****. Brilliant Earth contacted the customer and offered to assist with re-filing a claim on behalf of the customer and requested the required additional documentation; we are pending response and documents from the customer.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23336843
  
  I am rejecting this response because: I have notified Brilliant Earth Im in another country on vacation and theyve used it as a chance to avoid responsibility again
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/26/2025

  The customer placed an order for an Engagement Ring from Brilliant Earth on 3/5/2025. The order was shipped to the customer via ***** on 3/19/25 (tracking #************* and per tracking, showed to be delivered and signed for by the customer on 3/23/25. On 3/24/25, the customer contacted **************** stating they did not receive the order. Brilliant Earth filed a claim for the package with *****. The claim was denied by *****. Brilliant Earth contacted the customer again on 5/26/25 and offered to assist with re-filing a claim on behalf of the customer and requested the required additional documentation; we are pending response from the customer.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23336843
  
  I am rejecting this response because:
  
  Theyre lying. See attached image of email stating:

  For now thats all we need  re-open the case. sent on May 23, 2025. **************** has already issued a chargeback so their lies and deceit are no longer needed.

  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, May 8, 2025 at 10:36pm CT, I received a promotional email from Brilliant Earth promising free overnight delivery for purchases made by 9am PT on Friday, May 9, in order to arrive on the Saturday of Mother's Day weekend. Specifically: "There's Still Time - Order a Mother's Day Gift by 9AM PT tomorrow (5/9) for complimentary overnight shipping and Saturday delivery." I made my purchase within an hour of receiving their promotional email (May 8 at 11:25pm CT), ie., approximately 11.5 hours before their deadline to receive the free overnight delivery promo. Not only did they NOT provide the promised free overnight delivery, the purchase of course arrived the Monday after, thus defeating the purpose of purchasing my Mother's Day gift from them. Four attempts at contacting customer service (chat, phone call, and email) have resulted in no resolution or assistance. They would not even acknowledge the existence of the promotion. Multiple promises to contact me did not occur. Poor customer service aside, they clearly baited me with a promised promotion which they did not fulfill. It cannot be ethical business practice to send out a promotional email such as this and then not carryout the promised actions.

  

  Business Response

  Date: 05/21/2025

  The customer placed an order for Fine Jewelry on 5/8/25 with an estimated delivery date of 5/12/25. The customer contacted **************** stating the website offered Saturday delivery. The team attempted to resolve the customers concerns by partnering with the shipping team but the order shipped before the label could be changed/updated and was delivered on 5/12/25. Brilliant Earth contacted the customer and offered a complimentary gift due to the inconvenience and the customer indicated that they consider the matter satisfactorily resolved. 

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ring for $9,104.34 and unfortunately the engagement did not happen. I realize that a full refund would be ridiculous, but when I called the company I was told they would not take the ring back even though it was the company I bought it for. I contacted 3 places the associate said to try and none would take a lab grown diamond. When I tried to send the ring to one more place I actually got an offer for $180 dollars. This seemed like I was ripped off on the original price as it is a 2.75 Karat cut, with side stones etc. I was in no way thinking I should get my $9104.34 back but to get a quote of $180 and the original company not doing something for the customer seems a little unfair.

  

  Business Response

  Date: 05/14/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 6/28/2024; their order was fulfilled. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/16/2024. The customer chatted in to **************** on 3/28/2025 and were educated about the last return/exchange date for their order. Brilliant Earth called and emailed the customer and we are pending response. **************** remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23300118
  
  I am rejecting this response because: my issue is a quality and customer service question.  I can read contracts and deadlines.  This is more than timing.  It is the quality of the product and lack of standing behind it.  I will contact ******* tomorrow morning as we have missed each other and maybe we can reach a solution that can be acceptable to both parties.
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 05/22/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 6/28/2024; their order was fulfilled. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 8/16/2024. The customer chatted in to **************** on 3/28/2025 to inquire about their order due to a broken engagement and they were educated about the last return/exchange date for their order. Brilliant Earth called and emailed the customer on 5/22/25 and we are pending response. Brilliant Earth remains open to assist with any further questions or service needs.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23300118
  
  I am rejecting this response because: I have yet to speak to anyone from the company to come to some sort of resolution.  I have called twice this week and left my number and have not been contacted at all.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I apologize i included by complaint as an attachment. I have been dealing with this company for 4 years and had alot of issues with them

  

  Business Response

  Date: 05/09/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 8/3/21; their order was fulfilled. On 3/28/25, the customer contacted **************** with a repair need. Brilliant Earth repaired the ring at no cost, as a courtesy to the customer. The ring was shipped to the customer and returned to **************** from ***** after several delivery attempts. Brilliant Earth reshipped the ring to the customer. The customer contacted **************** to advise the order was delivered to their previous residence and Brilliant Earth has requested a package retrieval from our shipping courier. Brilliant Earth has been in contact with the customer and is working to resolve their concerns satisfactorily. 
  

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23277847
  
  I am rejecting this response because:

  I am still waiting for a response from the team. It has been a week from when the ring was lost, I am still waiting for the response. I also want to clarify that it was NOT shipped to a previous residence, an OLD billing address was used with no authorization. This address has never been used in the account for shipping. 

  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/15/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 8/3/21; their order was fulfilled. On 3/28/25, the customer contacted **************** with a repair need. Brilliant Earth repaired the ring at no cost, as a courtesy to the customer. The ring was shipped to the customer and returned to **************** from ***** after several delivery attempts. Brilliant Earth reshipped the repaired ring to the customer. The customer contacted **************** to advise the order was delivered to the customers previous residence and **************** has requested a package retrieval from our shipping courier. Brilliant Earth spoke with the customer on 5/12/25 and reached a satisfactory resolution. 

• Initial Complaint

  Date:05/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring for my now-Fianc on 12/13/2024. It arrived on time on 12/31 and I proposed on 1/18/25. About three weeks after giving the ring to my Fianc, she noticed a stone in the band was loose. We set an appointment at Brilliant Earth's *************** store to have it shipped back and evaluated for damage. The company admitted build quality issues and chose to rebuild the ring for free. Since then, we have had three delays on shipping dates. I contacted **************** on 4/17, where the *** offered me free jewelry and a request for no more delays. I asked to speak to a supervisor. She called the next day, 4/18, where I requested a refund and was denied due to being past the 30 day return policy. She assured me the ring would not face any additional delays. The next day, our ship date was adjusted from 4/27 to 5/2.I communicated with the same Supervisor that the issue had been given more than enough time to be resolved. She stopped contacting me after this email, sent on 4/30. I had called two additional times on 4/24 and 4/30 with no response.The company refuses to communicate with me about the status of my ring. I continue to pay on it as I financed it through Affirm.

  

  Business Response

  Date: 05/07/2025

  The customer placed an order from **************** for an engagement ring on 12/13/24; their order was fulfilled. On 3/1/25, the customer dropped off their ring for repair. The ring was evaluated and was covered under Brilliant Earths Lifetime Manufacturing Warranty and the customer approved a complimentary remake for their setting. Due to unforeseen manufacturing delays, the estimated delivery changed. The customers order shipped on 5/1/25 and delivered on 5/2/25. Brilliant Earth contacted the customer who confirmed their issue has been satisfactorily resolved. 

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint in regard to a return and refund issue with Brilliant Earth. My order (#***********) was delivered back to their facility on Friday, March 21, 2025, at 10:05 AM via ***** (Tracking #**** 7085 3357). Since then, I have made numerous attempts to contact Brilliant Earth regarding the status of my refund, but I have received only vague and unfulfilled assurances.After repeated follow-ups, Brilliant Earth finally acknowledged that ***** had either lost or misdelivered the package. I was initially told that the matter would be resolved within 10 business days. However, I am now being told that it may take up to six weeks to process the claim and issue a refund.This delay is unacceptable. I returned my order as instructed and within the appropriate timeframe. The package was insured by *****, meaning that Brilliant Earth will recover their loss regardless of the packages status. Meanwhile, they are holding onto my funds while I am accruing interest on my credit card for an item that is no longer in my possession.I am requesting that Brilliant Earth issue a full refund immediately. Delaying this further is both unreasonable and unfair to the customer.

  

  Business Response

  Date: 05/07/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package with the label and tracking provided to the customer. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth has not received the package from ***** and filed a claim on the customers behalf. We are pending results from the ***** claim as we are not able to issue a refund due to the missing item and pending claim with ****** Brilliant Earth has called and emailed the customer and they replied stating they were not available to speak via phone. Brilliant Earth will email the outcome of the claim once received. 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23262957
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 05/08/2025

  To Whom It May Concern,
  I am submitting this complaint regarding an unresolved issue with Brilliant Earth related to a return and refund for an order I placed on March 8, 2025.
  I ordered a pair of earrings as a gift for my wife. The order was delivered, but shortly after, I initiated a return. On March 15, 2025, I contacted Brilliant Earth to request a return label, and they emailed me a prepaid ***** shipping label (Tracking #************). I then used this label to return the earrings.
  Brilliant Earth contacted me on March 21, 2025, claiming they had received an empty package. This was both confusing and alarming, as I had not sent back the package at that time. The suggestion that I did so is inaccurate and incorrect.
  When I was informed of this claim, I followed up and was told to reuse the same return label and ship the item again. On March 28, 2025, I returned the package using the same ***** label. Unfortunately, this package has now gone missing while in ****** custody.
  Brilliant Earth has stated they cannot issue a refund due to the pending outcome of a claim they filed with *****. While I understand the need for an investigation, I believe it is unreasonable to withhold a refund from me, the customer, for a situation that appears to be a result of a shipping error or mismanagementpossibly on the part of *****.
  I have made several attempts to resolve this matter, but Brilliant Earth has not offered a satisfactory resolution. They have called and emailed me, and I have replied indicating Im currently unavailable to speak by phone, but I am fully willing to communicate exclusively in writing.
  At this point, I have returned the item as instructed, and I am left without the product AND without a refund. I am requesting the assistance of the BBB to help facilitate a full refund from Brilliant Earth.
  Resolution Requested: Full refund of the purchase price of the returned earrings.
  I appreciate your time and support in helping to resolve this matter fairly.
  
  All the best 

  AY

  
  

  

  Business Response

  Date: 05/15/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package where the label provided to the customer was utilized. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth has not received the package from ***** and filed a claim on the customers behalf. We are pending results from the ***** claim as we are not able to issue a refund due to the missing item and pending claim with ****** Brilliant Earth has called and emailed the customer and they replied stating they were not available to speak via phone. Brilliant Earth will email the outcome of the claim once received. 
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23262957
  
  I am rejecting this response because: I am filing this complaint in regard to a return and refund issue with Brilliant Earth. My order (#***********) was delivered back to their facility on Friday, March 21, 2025, at 10:05 AM via ***** (Tracking #**** 7085 3357). Since then, I have made numerous attempts to contact Brilliant Earth regarding the status of my refund, but I have received only vague and unfulfilled assurances. After repeated follow-ups, Brilliant Earth finally acknowledged that ***** had either lost or misdelivered the package. I was initially told that the matter would be resolved within 10 business days. However, I am now being told that it may take up to six weeks to process the claim and issue a refund. This delay is unacceptable. I returned my order as instructed and within the appropriate timeframe. The package was insured by *****, meaning that Brilliant Earth will recover their loss regardless of the packages status. Meanwhile, they are holding onto my funds while I am accruing interest on my credit card for an item that is no longer in my possession. I am requesting that Brilliant Earth issue a full refund immediately. Delaying this further is both unreasonable and unfair to the customer. I will not respond to the business via telephone, I will only respond to the business in writing in which they have failed to communicate directly to me. 
  
  Sincerely,
  
  ******* ******* NP

  

  Business Response

  Date: 05/21/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package with the label provided to the customer. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth did not received the package from ***** and filed a claim on the customers behalf. The customer filed a payment dispute through their financial institution and Brilliant Earth was notified on 5/9/25. The ***** claim was approved and the Brilliant Earth settled the payment dispute with the customers financial institution. This has been resolved. 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23262957
  
  I am rejecting this response because: Merchant claims that refund was processed, this is false. Please provide full refund and this matter can finally be closed.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/22/2025

  The customer placed an order from **************** for Fine Jewelry on 3/8/25; their order was delivered. On 3/15/25, the customer called to request a return and a pre-paid ***** label (tracking #************) was sent to the customer via email. On 3/21/25, **************** received an empty package with the label provided to the customer. **************** contacted the customer to advise an empty package was received and the customer claimed they had not yet returned their order. The customer utilized the same label and dropped off a package to ***** 3/28/25. Brilliant Earth did not received the package from ***** and filed a claim on the customers behalf. The customer filed a payment dispute through their financial institution and Brilliant Earth was notified on 5/9/25. The ***** claim was approved and the Brilliant Earth settled the payment dispute with the customers financial institution by accepting the dispute as a refund; the funds were released to the customer through their bank. Please see the attached dispute resolution for the chargeback. This has been resolved. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23262957
  
  I am rejecting this response because: I have spoken to my bank regarding this matter and have confirmed that Brilliant Earth has made a false statement regarding issuing a refund to me. **************************** has confirmed that there is no refund as of this time. In the business we call this "Bank Fraud". When Brilliant Earth issues a full refund to my sapphire card with bank statements as proof. Then this case can be resolved. ***** has already taken full responsibility for their shortcomings of losing the package in transit and Brilliant Earth has received payment from ***** as they insure all of their packages. 
  
  
  ******* *******

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date:March 14, 2025 (date of sign-up and welcome email with birthday offer)No money paid yet offer was promised as a $50 discount on a $500+ purchase.Brilliant Earth committed to provide a $50 promotional credit toward a future purchase of $500 or more during my birthday month, as clearly stated in their "Brilliant Earth Subscriber Birthday Offer Official Rules" found on their website under Promo ******************** signing up for marketing emails (confirmed by my "Welcome to our Community" email received March 14, 2025, at 1:47 PM PT), I clicked on the provided link to claim my birthday credit. The link directed me to a broken page that only displayed a breadcrumb ("Home / **************** / Birthday") with no actual content or method to retrieve the promised offer.I contacted Brilliant Earths customer service multiple times speaking with at least five different representatives (***** P, April C, Siergio L, ***** L, **** M) to resolve the issue. Several agents closed the chat without assisting, and one agent (**** *******) falsely claimed a support ticket would be filed but refused to provide a ticket number.Additionally, their live chat system malfunctioned, disabling my ability to type responses, and when a rating form finally appeared, none of the buttons worked either, preventing me from properly reporting my dissatisfaction.Despite multiple contacts with customer service and polite requests for escalation, the issue has not been resolved. I have not received any working code or alternative method to redeem the promised birthday credit.The promotional offer was advertised both in the welcome email and directly on Brilliant Earth's website under their Promo Codes and Offers section, with full official rules listed.I respectfully request Brilliant Earth honor the promotion by manually issuing the promised credit and address the poor handling of my case.

  

  Business Response

  Date: 05/07/2025

  On 4/28/25, the customer reached out to **************** via chat stating that she was not able to access a promotional code via an email link. The team submitted the issue internally on the customers behalf and requested the link be sent via email a 2nd time. Brilliant Earth has called and emailed the customer to offer further assistance and we are pending response from the customer. 

  Customer Answer

  Date: 05/12/2025

  
  Complaint: 23260132
  
  I am rejecting this response because:
  
  While I did finally receive the $50 code promised in the birthday offer, it only came after filing a BBB complaint, multiple unresolved customer service chats, and delayed follow-ups, despite me clearly stating I preferred email communication.
  The experience was unnecessarily difficult and frustrating, especially as this purchase was tied to my wedding. The company has not acknowledged the poor customer service nor offered any goodwill gesture to address the inconvenience.
  
  For these reasons, I am not satisfied with the resolution.
  
  Sincerely, V
  
  

  

  Business Response

  Date: 05/15/2025

  On 4/28/25, the customer reached out to **************** via chat stating that she was not able to access a promotional code via an email link. The team submitted the issue internally on the customers behalf and requested the link be sent via email a 2nd time. Brilliant Earth emailed the customer with the information for their discount code and offered further assistance if needed to satisfactorily resolve their concerns. 

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an engagement ring from Brilliant Earth which unfortunately needed to be resized. Brilliant Earth met their guarantee and resized the ring for us as requested, and the ring was returned February 14th ************ Day, perfect!). However, within six weeks the ring cracked where the ring was resized. Brilliant Earth has offered to repair the repair, but I have zero confidence as it is evident that the ring's structure is compromised at this point, and even less confidence in Brilliant Earth's ability to perform the work. We love the ring, we love the stones, and we love the service we have so far been given, but we'd feel much more confident with a replacement ring than attempting to repair the repair.

  Customer Answer

  Date: 05/01/2025

  Thank you very much for your assistance.
  

  
  

  Brilliant Earth reached out to me and has been able to resolve my concerns 100%.  I would like to close my complaint.
  

  
  

  Thank you once again.
  

  
  

  ****** *******
  

  
  

  cc: ******* **** from Brilliant Earth

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ring was purchased 5/3/24 for $4154.30. Brilliant Earth claims "Artistry and craftsmanship in every detail" so I thought the ring would be high quality and even the tiniest details would be perfect and polished. Instead, after more than just a brief look, the prongs are bent, the diamond is *****. After getting a third party to take a look at the ring (a local jeweler), they immediately pointed out the unprofessional nature of this obvious mistake. We have contacted the business 3 times to fix the ring. They will take it and "fix it", but upon return, it is clear that the ring has not been touched, just polished. They refuse to give a full refund because it is out of the "window", but after 3 repair attempts that end in failure, we need resolution.There are more details in the attached documents.

  

  Business Response

  Date: 04/24/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 5/3/24 and their order was fulfilled. The customer dropped off their ring for repair evaluation on 9/14/24; their repair order was fulfilled. On 10/16/24, the customer dropped off their ring for a second repair evaluation. The ring was remade at no cost to the customer and delivered on 11/4/24. The customer requested a third repair evaluation on 11/24/24 due to to a tilted center stone. Brilliant Earth contacted the customer to offer a complimentary repair and their repair order was fulfilled. Brilliant Earth has called and offered to assist with any further concerns and are pending resolution with the customer.

  Customer Answer

  Date: 05/06/2025

  Brilliant Earth and I have been in contact since filing the BBB complaint. After several days of back and forth, Brilliant Earth is finally doing the right thing. It is unfortunate our business has come to this situation. Once Brilliant Earth follows through, we can mark this as resolved.
  
  Thanks,
  ****

  

  Business Response

  Date: 05/12/2025

  The customer placed an order for an engagement ring from Brilliant Earth on 5/3/24 and their order was fulfilled. The customer dropped off their ring for repair evaluation on 9/14/24; their repair order was fulfilled. On 10/16/24, the customer dropped off their ring for a second repair evaluation. The ring was remade at no cost to the customer and delivered on 11/4/24. The customer requested a third repair evaluation on 11/24/24 due to a tilted center stone. Brilliant Earth contacted the customer to offer a complimentary repair and their repair order was fulfilled. Brilliant Earth has called and offered to assist with any further concerns and the customer has indicated their issue is satisfactorily resolved. 

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After much back and forth, they finally gave a full refund.
  
  Sincerely,
  
  ******** *******