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

  3714 Midtown Dr Tampa, FL 33607

• 

  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

  200 Park Ave Ste 132 Beachwood, OH 44122

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:12/04/2024

  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 a ring about 2 years ago and it has lost stones three times since. I have sent it in to be repaired twice, the last time being only 2 months ago, and it lost a stone again just a few weeks ago. This ring is intended to become a family heirloom and I am incredibly shocked that it can't even hold up a few months at a time. I have been offered a third repair or a partial credit for just the metal of the ring that is about half of what I have paid. At this point I do not trust the integrity of the ring or the quality of the product so I have requested a store credit for the full value of the ring so that I can start over with a new design. Their manager, ****, approved this request on a call with me on November 21, 2024 and I asked that she send me this approval confirmation in writing. She promised me she would and then also asked if I would give her a good review since her annual evaluation is coming up. I said I would after I get confirmation of the full credit. I never got the confirmation or her review request. I have called three days in a row December 2, 3, 4 asking to speak to **** or a higher level manager and have been told I need to wait 24 hrs for a call back or email. I still have not been contacted as promised. I have spent countless hours on dealing with this ring and Brilliant Earth has given me false information along the way. They are still in possession of my property as well and they are not returning my requests for a call.

  Customer Answer

  Date: 12/05/2024

  Hello BBB,

  
  

  Thank you for the response. I am pleased to report that Brilliant Earth has been successful in addressing my concerns, and I would like to redact my complaint at this time.

  
  

  Thank you,

  
  

  ******

• Initial Complaint

  Date:11/30/2024

  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.

  I bought an engagement ring in Brilliant Earth on Nov. 11 for $5870. The original estimate delivery date that they gave to customer was Nov. 29. I have flew to the city for picking up but they just changed the new estimate date to Dec. 6 on Nov. 27, which is 2 day before the expected delivery date. It definitely messed up my plan and caused much economic loss for me because of flights and hotels. I have contacted their customer service but they just mentioned they are sorry about the delay and helped to make notes for their production team to be aware of that, without any essential change or help. It would ruin my proposal to my girlfriend if they can't make it earlier. I think the fact that they caused such a long time delay, informed customer just 2 days before delivery date and didn't really help the customers is almost a fraud to customers. I wonder what I should do now? If you could help me with that?

  

  Business Response

  Date: 12/04/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 11/11/24 with an estimated delivery date of 11/29/24. Due to unexpected manufacturing delays, the delivery date was updated to 12/6/24. The customer was offered a loaner ring from the showroom to meet their proposal plans but they declined the request. Brilliant Earth contacted the customer and educated the customer on the current estimated delivery date barring any unexpected manufacturing or shipment delays. 

• Initial Complaint

  Date:11/23/2024

  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.

  Complaint 1 with back story'I have purchased a Ring to propose to my girlfriend. Once I did and she had the ring, the ring lasted approximately a month before we had to send it back for repair. (aug-sept). We received the ring back in October and the ring came back crooked as shown in attached photo. We immediately had to send the ring back for repair. About 3 weeks later we were notified that the ring needs to be replaced. This has resulted in her not being able to have the ring for the engagement party. Complaint 2 Poor communication and lack of integrity:I recently called customer service regarding the issues and conveyed that a repaired ring should not be sent out still damaged. I was very polite on the phone with the agent and the agent did a very good job. (This contact was made on 11/20/2024) The agent filed a complaint due to what happened and scheduled a call from corporate to call me the next day at 1530. I moved my schedule to recieve this phone call. I never recieved a phone call.

  

  Business Response

  Date: 11/29/2024

  The customer placed an order for an engagement ring on 1/2/824 and their order was fulfilled. The customer requested a repair evaluation on 9/22/24 and the repair order was fulfilled. The customer requested a 2nd repair evaluation on 10/30/24. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The customer was contacted and offered to have the ring remade at no cost. Brilliant Earth contacted the customer and have agreed upon a resolution and the customer has indicated their issue is satisfactorily resolved. 

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 7/2023. I got engaged September 2023. A few days later we noticed a diamond missing. Brilliant earth had us send it in for a repair. Got the ring back. A few months later another diamond missing. Took it back to store asked for a refund the declined it. They had us send it back in and the repaired it again. Today less that 2 months later another diamond is missing. I have lost all faith in brilliant earth. I spend a lot of money for quality which I did not get. I do not want store credit. They dont want to give me my money back so I can get a ring that my fianc can wear. I am very upset and disappointed. I will be looking into a law suit and it a mediator I would like to get this resolved before our wedding so she doesnt have missing stones for our wedding day. I have all the drop off receipts if needed.

  Customer Answer

  Date: 11/25/2024

  Hello Aspen,

  
  

  This is **** ****** complaint ID ********. I would like to retract this complaint of Brilliant Earth as we were able to come to an agreement internally between myself and brilliant earth. Please reach out if there are any questions.

  
  

  Thank you,

  **** ******

• Initial Complaint

  Date:11/15/2024

  Type:Product 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 a loose diamond using their layaway program. In total, after some store credit, I paid $2,805.45. In total, I have paid $4,719.13. I paid my layaway two months in advance. I decided to add a setting to the diamond. When I chose the setting, I was told I wasnt able to make a payment until they had a final price, even though the diamond was already paid off and the price on the website was $1,095 for the setting. They told me it would take ***** hours. A week later, I still didnt have a final price. This was escalated to a manager, ****, who was helpful. I told her I either needed a final price, or I needed my refund. She took another day and finally told me the remaining balance after my payment was $305. We went through all the numbers again together (two times) and I made the payment. My account showed a remaining balance of $715.00 after this payment. I reached out to **** via e-mail, and she confirmed it was paid in full. After a few days, I reached out again since it hadnt changed. After 4 more days of trying to figure this out, I was told I needed to pay the $715. This is after I verified with **** three times. It has been nearly 3 weeks since I paid my account in full, and now I owe $715 and I still have no ring. I will have to postpone my engagement. After all this stress, I do not want the ring anymore. I cannot get a refund since I cannot get ahold of anyone, regardless of me sending e-mails and calling. They always have a 24 hour waiting period to hear from a manager. They want to charge a restock fee and offer store credit, even though it is their lack of customer service and horrible problem solving skills that have created this issue. Nothing ever gets handled by this customer care team. Do yourself a favor and STAY FAR AWAY FROM BRILLIANT EARTH.

  Customer Answer

  Date: 11/18/2024

  I wanted to reach out regarding the above referenced case number. I am trying to update my complaint against Brilliant Earth. We were able to reach a swift resolution thanks to **** ******* from Brilliant Earth. Id like to reflect this on my complaint and update it to resolved, however I cannot figure out how to update it. Can you please guide me so I can update this? Brilliant Earth and team acted promptly to resolve this issue and I am satisfied with the outcome. 

  
  

  
  

  Thanks in advance, 

  
  

  Omar 
  

• Initial Complaint

  Date:11/05/2024

  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.

  13 March 2023: Purchased "Coastal Ombre" gold ring for $1312 for my wife.24 April 2023: First stone fell out barely a month after receiving. Sent ring in for free repair. Received it back with several stones looking noticeably darker/different in colour, although Brilliant Earth representative tells us no other stones were changed. We suspected we had just been sent a different ring.22 July 2024 (+/- a day): Noticed a second stone had fallen out of the new/repaired ring. Mid-late Sept 2024: Due to travel/work commitments, not able to send the ring in for repair until this date.Early Oct 2024: Had multiple calls with Brilliant Earth repair team. They claimed the ring showed signs of heavy wear, and was so worn that they would not be able to repair it, and would have to make a new ring. The total cost for this was in excess of $1000. We were offered "metal credit" of about $500, which was increased to about $700 (I don't recall the exact values) after some discussion. This would still leave us paying $300 out of pocket.We consulted with an independent jeweller, who told us that a gold ring of this style should expect to last about 10 years before wear becomes an issue. We dispute that it could have become this worn through light wear over the course of a year: my wife only wears it about 50% of the time, and does not do any manual labour or other tasks with her hands that would cause such wear. The fact that a stone was lost in the same manner after the first month also belies this reasoning.We also dispute that it should cost 75% of the as-new cost to repair or even rebuild this ring, when all stones (bar one) and metal are available.We lastly dispute that we should be responsible for this cost at all. Given the loss of two stones within 16 months, there are clearly workmanship/design issues. When I raised this, Brilliant Earth said the free repair period is only 1 year, and that in any case, it does not reset after the first repair.

  Customer Answer

  Date: 11/08/2024

  Hi there,

   

  My complaint filed against Brilliant Earth (#********) has been resolved to my satisfaction following further communication from a company representative (cc'd here). I cannot see any buttons or other mechanisms on the BBB ******************** interface with which to close/resolve this complaint, so could you please do so for me?

   

  Regards,

  **** ******

   

• Initial Complaint

  Date:11/04/2024

  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 a diamond bracelet in 02/ 2024. In September 2024, I reached out to customer service to report an issue with the clasp, which was not functioning properly. I was advised to send the bracelet in for assessment by one of their jewelry specialists, using their *** ********** October, I received a phone call confirming that the clasp was indeed defective. However, instead of offering a repair, they suggested I purchase a new bracelet with a "special offer" of a 50% discount. I pointed out that they provide a free lifetime manufacturing warranty, and was informed that a manager would get back to me.Throughout October, I sent eight emails requesting the bracelet's repair, but received no responses or offers to proceed, despite it clearly being covered by the lifetime warranty. Eventually, the bracelet was returned to me without attempts to rectify the situation/ doing the repair per their website:Free Lifetime Manufacturing Warranty We stand behind the quality and craftsmanship of our jewelry. Brilliant Earth offers a free lifetime warranty against manufacturing defects on all Brilliant Earth fine jewelry.If a warranty issue is found, Brilliant Earth will repair the warrantied damage or replace the item without charge.

  Customer Answer

  Date: 11/06/2024

  Hello,

  How do I close this claim since the vendor reached out to me with a satisfactory resolution.

  ****

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 a ring from Brilliant Earth for my fiance on 4/15/24. The total transaction cost was $1,166.30. Since the purchase date, my fiance has experienced three defects with the ring (all with extreme minimal use, 10 times worn for fancy dinners). All three times, I have sent the ring to Brilliant Earth and they have deemed the defect to be a manufacturing defect. Dates of three times I have returned the rings:9/12/23 12/18/23 9/26/24 That being said, upon writing this on 10/21/24, Brilliant Earth has both my ring and my money and they will not offer me a refund for the product. I do not have faith in the craftsmanship of their products, I just want a refund but they will only offer me store credit. I want a refund and to be done with this company!

  

  Business Response

  Date: 10/29/2024

  The customer placed an order for a Freshwater Cultured Pearl and Diamond Ring on 4/15/23 and their order was fulfilled. On 9/12/23, the customer requested a repair evaluation. The repair order was fulfilled. On 12/20/23, the customer requested a 2nd repair evaluation and the repair order was fulfilled. On 9/26/24, the customer requested a 3rd evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The customer was contacted and offered to have the ring remade at no cost. Brilliant Earth contacted the customer and have agreed upon a resolution and the customer has indicated their issue is satisfactorily resolved. 

  Customer Answer

  Date: 11/01/2024

  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 with the business in reference, they agreed to offer the fair refund which I have received by check in the mail. Please close out this case and know that I thank you greatly for the help here!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/20/2024

  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.

  July 27, 2024, a diamond fell out of my wedding band. I took my rings to the Brilliant Earth showroom in ******* on July 29 for ***airs. Since my rings were soldered together, I went without them for over a month. I ultimately decided to have the solder undone. My rings were returned to the showroom on August 23, but I had already flown out of the country that morning, a fact I communicated to the ***air **** No effort was made to expedite their return.Husband picked me up from the airport on August 27, I was reunited with my rings, only for the center stone of my engagement ring to fall out on August 31.I promptly emailed my ***air *** with a picture, but received no response by September 3. I called the showroom, and they escalated my case to ******** ******, the Customer Experience Assistant Manager.September 8, ******** informed me my engagement ring would be delivered on September 13. When I heard nothing that day, I emailed her. After following up again, I learned it was held for additional quality control and would now arrive on September 17.On September 17, I followed up again about the delivery. ******** ***orted a ***** delay, promising to keep me updated. She later informed me that my ring would arrive on September 18 but could not provide a tracking number. It eventually did arrive, but I was concerned about the lack of information throughout.On September 22, I noticed that the **** of purity was missing from my engagement ring. Alarmed, I took it to a local jeweler, who tested it and confirmed that my engagement band is now 18k gold, even though I ordered it in 14k.I returned to the Atlanta showroom, but they only offered to send it off for further inspection, but how am I to continue to trust their process of ***airs given all of the above?1.Why is my ring now 18k instead of 14k? It raises concerns about Brilliant Earths ***air practices.2.Why am I having to initiate all follow-ups?3.Why are we paying so much for such poor service?

  

  Business Response

  Date: 10/29/2024

  The customer placed an order for a diamond from Brilliant Earth on 6/3/22 and a setting on 6/27/22 and their orders were fulfilled. They placed an order for a wedding band on 8/10/23; their wedding band order was fulfilled. The customer contacted **************** on 7/**/24 to request a repair. Brilliant Earth received the customers engagement ring and wedding band soldered together by an outside jeweler. As stated on the Brilliant Earth Website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. The customer paid for their repair and the repair order was fulfilled. On 8/31/24, the customer contacted **************** with a 2nd repair need. The repair order was fulfilled and the customer picked up their ring on 9/18/24. On 9/22/24, the customer contacted **************** with additional repair concerns. Brilliant Earth offered to have the ring re-evaluated and the customer rejected the offer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/17/22 for their diamond, 8/28/22 for their setting and 9/23/23 for their wedding band. Brilliant Earth called the customer on 10/29/24 and we are pending response from the customer. **************** remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22447166
  
  I am rejecting this response because:
  

  9/3/2024 - Ring was dropped off at showroom. Attached Brilliant Earth invoice shows 14k purity.

  9/18/2024 - Ring arrives back to the ******* Brilliant Earth showroom and I pick it up.

  9/22/2024 - Ring is tested and verified ***** kt gold purity through XRF machine.

  10/20/2024 - I file claim through the BBB as well as posting reviews online of my experience. 

  10/23/2024 - I received a missed call and have a voicemail from Brilliant Earth customer service **** **** send my husband an email to schedule a return call. He forwarded me the email and I filled out the form (attached) to receive a call same-day after 7pm et.

  10/29/2024 - 6:46 PM et. I receive a missed call and voicemail from Brilliant Earth customer service ****

  10/29/2024 - 6:47 PM et. I receive a second missed call from Brilliant Earth customer service **** No email has been sent to me directly to schedule a return call, even though my personal email is listed on the form attached from 10/23/2024.

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

  

  Business Response

  Date: 11/08/2024

  The customer placed an order for a diamond from Brilliant Earth on 6/3/22 and a setting on 6/27/22 and their orders were fulfilled. They placed an order for a wedding band on 8/10/23; their wedding band order was fulfilled. The customer contacted **************** on 7/**/24 to request a repair. Brilliant Earth received the customers engagement ring and wedding band soldered together by an outside jeweler. As stated on the Brilliant Earth Website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. The customer paid for their repair and the repair order was fulfilled. On 8/31/24, the customer contacted **************** with a 2nd repair need. The repair order was fulfilled and the customer picked up their ring on 9/18/24. On 9/22/24, the customer contacted **************** with additional repair concerns. Brilliant Earth offered to have the ring re-evaluated and the customer rejected the offer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/17/22 for their diamond, 8/28/22 for their setting and 9/23/23 for their wedding band. Brilliant Earth called the customer on 11/5/24 and they agreed to send in their item for repair evaluation.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22447166
  
  I am rejecting this response because:

   

  As of today, 11/12/2024 I still have yet to receive the shipping label to send my ring for evaluation.

  This case will not be considered closed until my ring is returned back to me and tested with the 14k gold purity as states on all Brilliant Earth invoices.

  This case will not be considered closed until I receive answers to the questions from my original complaint. I think the first question to be the most important and fully expect to have a detailed report and timeline from Brilliant Earth regarding every repair that has been made since the original purchase of the ring. 

   

  Additionally, I do not see this case closed until further compensation is offered. This has been a tremendously horrible experience and not once (throughout the ~5 months this has been going on) has anyone from Brilliant Earth offered any sort of compensation outside of a pen to clean jewelry with.

  Questions from original complaint: 

  Why is my ring now 18k instead of 14k? It raises concerns about Brilliant Earths repair practices.

   Why am I having to initiate all follow-ups?

  Why are we paying so much for such poor service?
  

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

  

  Business Response

  Date: 11/15/2024

  The customer placed an order for a diamond from Brilliant Earth on 6/3/22 and a setting on 6/27/22 and their orders were fulfilled. They placed an order for a wedding band on 8/10/23; their wedding band order was fulfilled. The customer contacted **************** on 7/**/24 to request a repair. Brilliant Earth received the customers engagement ring and wedding band soldered together by an outside jeweler. As stated on the Brilliant Earth Website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. However, repair or service performed by a jeweler other than Brilliant Earth will void the warranty. The customer paid for their repair and the repair order was fulfilled. On 8/31/24, the customer contacted **************** with a 2nd repair need. The repair order was fulfilled and the customer picked up their ring on 9/18/24. On 9/22/24, the customer contacted **************** with additional repair concerns. Brilliant Earth offered to have the ring re-evaluated and the customer rejected the offer. The customer requested a return for a full refund. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 7/17/22 for their diamond, 8/28/22 for their setting and 9/23/23 for their wedding band. Brilliant Earth called the customer on 11/5/24 and they agreed to send in their item for repair evaluation. The customer was sent a label on 11/3/24 and a 2nd label on 11/13/24. This was sent to the account holders email on file. Brilliant Earth called the customer on 11/15/24 and we are pending receipt of the customers ring for evaluation in order to resolve their concerns. 

• Initial Complaint

  Date:10/16/2024

  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.

  Fiance purchased the ring November 20, 2023. He proposed Dec. *******. Prior to then it was in a safe. We had to wait until the holidays were over to get it resized. Took about a month to get it resized (1-19). February 12th a claim was filed because an accent stone fell out. March 23rd- claim was filed because the accent stone fell out. August 12- claim was filed because accent stone fell out. October 6- claim was filed because an accent stone fell out. these are all different accent stones on the band. Each time a claim was filed, it took less than a month (on average) until it was in need of repair again. Ive reached out to the customer service teams where I spoke with **** *******, a Customer Experience Associate in Resolutions, whom was not found to be helpful in finding a resolution to this issue. She had told me that my ring was able to be remade completely, however the new ring wouldnt have any extra prongs or different settings to mitigate the situation of constantly having to get the ring repaired. She tried to make light of the issue, telling me that their rings arent indestructible and normal wear and tear will commonly affect the rings integrity. I had asked her what the company policy is for future rings having an issue, and how often they will be able to cover the costs of getting my ring fixed. she had stated that she can not foresee the future and if I have any future problems I will have to contact customer service and start this entire process again. At what point is enough, enough and I can get my money back and finally get an engagement ring that is able to withstand daily life? The life in which includes, being taken off when dealing with water, manual labor, working out, getting quality checks regularly, and normal teacher environments. I do not have a heavy manual labor lifestyle, and I am extremely careful with my ring, however it seems as though I can not even breath on it improperly without it falling apart.

  

  Business Response

  Date: 10/22/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 11/20/23. The customers order was fulfilled. They requested to resize their ring on 12/1/23; their resize order was fulfilled. The customer contacted **************** to request a repair evaluation on 3/23/24, the repair order was fulfilled. The customer contacted **************** for a 2nd repair evaluation on 8/12/24 and the order was fulfilled. On 10/6/24, the customer contacted **************** with a 3rd repair need. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The customer was contacted and offered to have the ring remade at no cost and the customer approved the remake on 10/17/24. The order is in production with an estimated delivery of 11/5/24.