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 LLC

  3332 Cadys Aly NW Washington, DC 20007

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:10/09/2024

  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.

  Wedding rings purchased for: 10/19/2024 WEDDING DAY, traveling 10/18/2024 for wedding.Original date of transaction: 8/31/2024 Date order arrived: 9/11/2024 Date order was sent out for resizing: 9/19/2024 Estimated delivery date: 10/09/2024 New Estimated delivery date: 10/17/2024 I received my wedding rings and they were a quarter size too small so I needed to get them resized. I was promised by multiple customer service representatives that my rings should be ready and in hand before my wedding date. And they confirmed that they will put in to production that the rings need to be to me by 10/16/2024 at the latest. I received a notification that my order was almost ready on 10/1/2024, which typically means that it will ship out in 2-3 business days, and the estimated delivery date was set for today, 10/9/2024. To my surprise when searching in their track order tab my estimated delivery date changed to 10/17/2024, which is the date after I said I needed my order by. I have called multiple times and each time I keep getting the run around. No representative has engaged the production team to try to expedite the order after I have requested multiple times to have the order expedited. Being a large company, you should be able to expedite orders with production. This has been an extremely awful, traumatic, and stressful experience and I now will most likely go to my wedding without my wedding rings.

  

  Business Response

  Date: 10/16/2024

  The customer placed an order for 2 wedding bands from Brilliant Earth on 8/31/24. Their order was fulfilled. On 9/19/24, the customer requested to resize their rings. The rings were received on 9/25/24. On 9/30/24, the customer contacted **************** to request an estimated delivery date. Due to unforeseen manufacturing delays, the estimated delivery was updated. The customers resize order was fulfilled and shipped on 10/11/24 and delivered on 10/14/24 and the customer has indicated their concerns have been resolved. 

• Initial Complaint

  Date:10/08/2024

  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 ordered an engagement ring online on September 3rd 2024. I paid for the ring upfront. I have on paper stating the ring would arrive September 18th which was important due to my proposal occurring on September 20th. On the 16th of September I received an email stating my ring would come in on schedule, followed by another email stating there was a delay. I became confused as following the link from this delay email had my order still arriving on the 18th. After calling I found that the ring would be delayed until September 27th with reasoning being that they weren't done making the ring. I had to purchase out of pocket a replacement ring to make my proposal date as I had already set up significant plans. On September 26th I received an email stating the ring was delayed again. I called and spoke to a manager who stated that the ring was still not done and that normally the ring creation / shipping process takes 3 to 4 weeks to complete and that my order would be shipped to me by October 3rd. On October 2nd I received an email stating the ring would be delayed again and I called again explaining my need for compensation for this serious delay which had brought extra financial costs in addition to the multiple broken promises of a delivery date. The manager promised to have my order to me by October 7th with an additional gift added on. It is now October 8th with my order being shipped to me by October 9th and the additional gift being significantly lower value ($95) than my initial order ($5280) or my replacement order ($1500) which I had to pay in response to the delays. This compensation is extremely unsatisfactory with the process now taking 5 weeks, a week over how long the process was stated to take and 3 weeks longer than what was advertised. I cant call out to a manager as they aren't present. The multiple delays demonstrate a clear lack of communication and lack of professionalism. I do not get another chance at my proposal and this experience ruined it.

  

  Business Response

  Date: 10/16/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 9/3/24. Due to unforeseen manufacturing delays, the order was shipped after the estimated delivery date on 10/7/24 and delivered on 10/10/24. The customer contacted **************** and was provided an option to receive a loaner ring and the customer declined. **************** contacted the customer and offered to extend a friends and family discount on a future wedding band order and we are pending follow up from the customer.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22398675
  
  I am rejecting this response on multiple accounts:

  1) The loaner ring offered by Brilliant Earth would not have come free of charge and with no certainty of arriving on time. It was already expressed explicitly that I needed to purchase another ring which I could guarantee would be available for the date needed 2 days later.

  2) The compensation offered was less than 30% of what I paid for with half of the compensation coming in the form of a discount for future purchase which I am uncertain if I would even desire to purchase from them in the future with the service being as unsatisfactory as it was. The ring was advertised to arrive on Sep 18th and it arrived on October 9th, this is an extreme delay and no matter the reasoning lies with the company to take responsibility for as a product being promised was not delivered when they said it would be multiple times over.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 10/22/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 9/3/24. Due to unforeseen manufacturing delays, the order was shipped after the estimated delivery date on 10/7/24 and delivered on 10/10/24. On 10/4/24, the customer contacted **************** and was provided an option to receive a complimentary loaner ring and the customer declined. **************** contacted the customer and offered to extend a friends and family discount on a future wedding band order and the customer rejected the offer. **************** remains open to assist with any further questions or service needs. 

• Initial Complaint

  Date:10/04/2024

  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.

  Brilliant Earth is THE most unprofessional, unreliable, and untrustworthy company I have ever dealt with.Brilliant Earths lack of respect for my time:This company's disregard for due dates, my money, and my time is appalling. Their incompetence and unprofessionalism nearly ruined my proposal. I have taken time off work and driven 45 minutes or more to a location with no contact number (and at the time, no management), only to be met with false promises. This has happened repeatedly, from viewing potential engagement rings to the production of a fully paid-for ring. My experience with this company has been a nightmare and has caused an unbearable amount of distress during what should be a happy time in my life.Brilliant Earths quality:Within a week and a half after the proposal, the diamonds fell out as my fianc walked from the car to the building door. There were no strenuous activities involved, and my fianc is very meticulous in caring for the ring, even being mindful of certain products that might damage it. Having to send the ring out for repairs has further inconvenienced us, resulting in canceled engagement photo sessions and additional lost time at work. After getting the ring back from repairs, the diamonds fell out AGAIN less than 25 days later. Once again, we had to cancel scheduled engagement photo sessions.Brilliant Earth's unprofessionalism:Brilliant Earth not only disregards due dates and has poor communication, but also lacks integrity in its promises. Due to all the issues, I was promised a complimentary wedding band, which Brilliant Earth has now withdrawn, just 6 weeks before the wedding. Thank you once again for adding extra stress by requiring us to find a wedding band for our upcoming wedding within the next ******** conclusion, only consider purchasing from this company if you want to overpay for defective products, dealt with by unqualified staff who are dishonest and do not value your time, money, and hard work.

  

  Business Response

  Date: 10/11/2024

  The customer placed an order from **************** for an engagement ring on 3/1/24. Due to unforeseen manufacturing delays, the customers order was slightly delayed but was fulfilled and the customer picked up their order on 4/5/24. The customer requested a repair evaluation on 4/12/24, the repair order was fulfilled. On 5/9/24, the customer requested a 2nd repair evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The ring was remade at no cost to the customer and was delivered on 5/21/24. **************** contacted the customer and explained that we could not provide a wedding band free of charge but remains open to assist with any further questions or service needs. 

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22379266
  
  I am rejecting this response because: Brilliant Earth has recorded phone conversations between ****** ******* (former regional manager) and me regarding a complimentary wedding band. The emailed documentation supports the phone conversation between ****** and me. This is not about getting a "free" engagement ring; it's about Brilliant Earth not fairly compensating me for all the hardship that this company has put me through. It's about the company not honoring their promises and lacking integrity (Regional manager) and myself of a complementary wedding band. The emailed documentation sent supports the phone conversation between ****** and me. This is not about getting a "free" engagement, this is about Brilliant Earth not fairly compensating all my hardship that this company has put me through and not being a company of integrity honoring their promises.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 10/21/2024

  The customer placed an order from **************** for an engagement ring on 3/1/24. Due to unforeseen manufacturing delays, the customers order was slightly delayed but was fulfilled and the customer picked up their order on 4/5/24. The customer requested a repair evaluation on 4/12/24, the repair order was fulfilled. On 5/9/24, the customer requested a 2nd repair evaluation. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. The ring was remade at no cost to the customer and was delivered on 5/21/24. **************** contacted the customer and explained that we could not provide a wedding band free of charge and offered a friends and family discount on a wedding band order to which the customer rejected. **************** remains open to assist with any further questions or service needs. 

• Initial Complaint

  Date:09/28/2024

  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 bought a wedding ring from Brilliant Earth in fall of 2022. The versailles 3/4 in 14k white gold. In 6/24 I lost 2 accent diamonds. I contacted the company to get them repaired. I spoke with the repair specialist who told me the ring has since been redesigned and they are unable to repair it, but offered metal credit towards the new version of the ring which I was told is an upgrade. Further investigation on my part Brilliant Earth admitted part of the redesign of the ring is to deepen the pockets so the accent diamonds fit better in the ring. When I questioned why this is not considered a manufacturer flaw they consistently just told me no. They told me my ring has no obvious damage to it, but this is normal wear and tear. There are multiple reviews about this ring from the time period I bought it claiming missing accent diamonds. The company ended up offering me an increase in the metal credit but I was only allowed to use it towards the upgraded version of the same ring. I expressed my concerns about buying the same ring and they told me "they are confident in the product" however they are unable to stand behind the original product. I decided to take my losses and get my ring back as is, as I didn't feel comfortable spending hundreds of dollars on a ring that has a history of losing stones; and I don't want to be placed in this position again with the company not standing behind the quality of the product. I am accepting of the outcome, though displeased. I then went and wrote a review on the product on the website on 8/28. The verification email says it will take 3-7 business days to publish. On 9/16 I made another review since my first one did not publish and I was able to add pictures since I had my ring back. This review has not been published still. When I reached out to customer service they told me that I should post my review on a third party website instead. They also said my review may not have been chosen to be published on the website.

  

  Business Response

  Date: 10/05/2024

  The customer purchased a wedding band from **************** on 3/30/22; their order was fulfilled. On 7/30/24 the customer contacted **************** to request a repair evaluation. The ring was evaluated and noted damage not covered by the Lifetime Manufacturing Warranty and the customer was offered metal credit towards a new ring. As stated on our website, Brilliant Earth offers a free lifetime warranty against manufacturing defects. Our manufacturing warranty excludes coverage for wear and tear. The customer requested the ring be returned with no work and was delivered to the customer on 9/16/24. **************** remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 10/09/2024

  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. Brilliant Earth has provided ideal customer service and was able to resolve the issue in a timely manner. I am satisfied with the resolution put into place. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/27/2024

  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 diamond from brilliant earth. After an awful experience working with them, I decided to return the diamond. I returned the diamond on Sunday, September 15th which was within the 30 day return policy. Brilliant earth told me I would receive my refund within 5 to 7 business days. It is now September 27th, 10 business days later, and we have not received our refund. I called their customer service, they put me on hold and hung up. Please help me get my refund.

  

  Business Response

  Date: 10/04/2024

  The customer placed an order for a diamond from Brilliant Earth on 8/17/24. The customer contacted **************** on 8/**/24 to have their diamond placed in a custom designed setting. On 8/30/24 the custom design representative emailed the customer to discuss the design process. They had an appointment with the customer on 9/5/24. On 9/12/24 the customer receives their quote for their custom design. The customer contacted **************** on 9/**/24 to cancel their custom order and return their diamond. The customer received their refund on 10/1/24 which satisfactorily resolves the complaint.

  Customer Answer

  Date: 10/04/2024

  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/26/2024

  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.

  7/10/2024 - I ordered a ring from Brilliant Earth 7/23 - I am notified the ring is coming on 7/25 7/24 - I call to request they move the delivery date back a few days, they say it will now come on 7/29 7/29 - package has not arrived, I ask why, they inform me that it actually wont come for 2 weeks, and that the other agent was wrong 7/30 - another agent tells me actually it will come this week 7/31 - 8/3 - I call every day asking for update, and am always told it will come the next day (I plan to propose on 8/3)8/3 - it does not come in time *for the rest of this timeline, I am calling near daily asking for updates and getting bad info. I am always polite*8/8 - I am notified the ring is lost in the mail, its been known to be lost, but other agents have been too scared to tell me. They need to process an insurance claim then we start over.8/19 - a new diamond is selected, and I am given a $470 discount for all the delays. I am told the new ring will come in a few weeks 8/25 - I get an email saying all my money has been refunded, not just the discount (and my bank confirms true). Agent says this is so they can charge me again for replacement ring 8/27 - the first ring is found, and I am told the refund was because they actually cancelled the second order. They plan to send me initial ring instead 9/3 - both orders are canceled for no reason. Person on phone was unsure why 9/10 - I am told my second order is about to arrive, and I get an email 9/14 - manager collects payment and says order will arrive in a few days 9/18 - I am told I still owe money and shipping has been delayed. I pay additional fees 9/24 - I am given a partial refund for no reason. Agent cannot explain why, I never asked for refund. I escalate again but no one calls 9/26 (today) - I am told a manager will call me but they never call. I get emails saying they tried but I have no missed calls. People hang up on me despite being polite. I am unsure if the order will ever come

  

  Business Response

  Date: 10/04/2024

  The customer ordered an engagement ring from **************** on 7/10/24. The order was shipped on 7/23/24. On 7/24/24 the customer reached out to **************** to request their order be recalled to Brilliant Earth. ***** recalls the order. ***** determines they have lost the order and notifies Brilliant Earth on 8/9/24. On 8/10/24 the customer accepts a replacement order. On 8/27/24 the original order is found and returned to Brilliant Earth. Due to an error, the customer was refunded. The customer reached out to **************** on 9/11/24 to re-order their engagement ring. The customer received their order on 9/30/24 which satisfactorily resolves their complaint.

  Customer Answer

  Date: 10/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Its satisfactory in that they finally did deliver the ring after nearly 3 months, but I would not call this a good experience. Also, their response fails to recognize that I called almost every single day between late July through end of September and almost always failed to get an answer or call back. Nonetheless, the case can be closed. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:09/25/2024

  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.

  We took my fiancs rings in for a cleaning and to have the black iridium put back on it. The finish date keeps getting back since late July at the ************* location.

• Initial Complaint

  Date:09/23/2024

  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.

  I am writing to file a complaint against Brilliant Earth regarding the ongoing issues experienced with the company. Despite multiple visits to the New York store and attempts to address the issues with our engagement ring, we have not received a satisfactory resolution.We initially brought the ring in for resizing on August 10, but it was determined by Brilliant Earth that it needed to be remade. We picked up the remade ring on August 23 and were disappointed to find that the prongs were too short and the ring size remained incorrect. Upon returning home, we realized there was something completely wrong, and we took it back to the New York store on September 1.Despite our efforts to communicate and seek assistance at the New York store, we were met with limited support and were informed that they were not responsible for fixing the ring.Furthermore, the prolonged processing time in between visits has only added to our frustration. The company still has the ring we returned for fixing on September 1, and there has been no explanation as to why it is taking so long.We have also incurred additional expenses, including gas, toll money, and other related costs, due to the multiple visits to the store. The inconvenience and frustration caused by this experience and Brilliant Earth is appalling.

  

  Business Response

  Date: 10/02/2024

  On 9/1/24 Brilliant Earth received the customer’s ring for a repair. On 9/12/24 the customer accepted the repair option provided. On 9/27/24 the customer received their order. Brilliant Earth has reached out to the customer to confirm their issue is resolved and we are pending the customer’s response. 
  

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22327974
  
  I am rejecting this response because:

  The lack of acknowledgment or response to the feedback provided regarding the ongoing issues experienced with our engagement ring is truly disappointing. Despite receiving the repaired ring back, the lack of communication and resolution to the inconveniences and additional expenses incurred during the multiple visits to the store is disheartening.
  
  It is important to note that we have not spoken to anyone from Brilliant Earth regarding our concerns, and the lack of communication on their end has added to our frustration.
  
  While we have decided to keep the ring, which is our only option at this point, the overall experience with Brilliant Earth has been unsatisfactory and unjust. We had hoped for a more proactive and empathetic approach to addressing our concerns.
  

  

  Business Response

  Date: 10/10/2024

  On 9/1/24 Brilliant Earth received the customer’s ring for a repair. On 9/12/24 the customer accepted the repair option provided. On 9/27/24 the customer received their order. On 10/4/24 Brilliant Earth reached out to the customer to confirm their issue is resolved and the customer stated they consider the matter closed.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22327974
  
  I am rejecting this response because:

  This company is horrible with communication, and they do not care about their customers. As you can tell by the responses they have made on here. I would advise anyone against buying anything from them. 
  
  Sincerely,
  
  Jazmin Valerio

• Initial Complaint

  Date:09/22/2024

  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.

  A little over two years ago, I purchased and engagement ring and wedding band from brilliant earth that were meant to last a lifetime. I was told at the time of purchase that I would be able to get the two rings attached to each other at a later date after my wedding; however, when I sent in the rings to get joined, I was told that the style of ring was not able to be joined. After being mislead at my original appointment, I was already unhappy with the company; however, my unhappiness grew as a small diamond fell out of my wedding band. I followed the customer service instructions to send in the ring for servicing and it came back with a new diamond. After only having the ring back in my possession for a few weeks and only wearing the ring a few times, another small diamond fell out of the wedding band. Most recently I noticed that my large diamond on my engagement ring is so lose that the stone spins around in the settings! There is clearly a manufacturing flaw in the prong design. I contacted the business who claims to have a 'lifetime warranty' for manufacturer defects and asked that I be refunded for the metal only since there was nothing wrong with the diamonds. I want to use this money to go get the diamonds reset in a setting at another jeweler as I am very upset with the quality of the brilliant earth setting where I had three diamonds loosen out of their prongs. I was told that I could not the defective settings refunded and that the best they could do was offer me a 50% metal buyback that I could use on another brilliant earth setting; however, I do not want another defective brilliant earth setting! An engagement/wedding ring is supposed to last a lifetime, but I've been extremely disappointed with the horrific quality of the setting, the constant sending of the ring for service, the stress of losing diamonds, and the original sale that was made based on non-factual information that was given to me in the showroom.

  

  Business Response

  Date: 10/01/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 3/23/21 their order was fulfilled. The customer contacted **************** and requested their most recent repair evaluation on 5/11/24. Brilliant Earth received their ring on 6/12/24. The ring was repaired and delivered on 6/20/24. On 9/21/24, the customer contacted **************** to discuss another repair need. On 9/25/24, Brilliant Earth contacted the customer, and they agreed to send in their engagement ring for inspection. Brilliant Earth remains open to assist the customer with any further service needs.

• Initial Complaint

  Date:09/21/2024

  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.

  My wifes engagement ring needed to be sent in for repair. After shipping to Brilliant earth I received a call from Shoshanna going over what needed to be repaired and replaced. I made it clear before agreeing to the repair that I wanted my damaged diamond returned. Shoshanna, the service agent I spoke with, agreed and even discussed some way to get it recut and mounted in a different piece. After paying for the repair and getting back the ring the damaged stone was not included. After contacting the company again they refused to send back my damaged stone. I wouldnt have paid for a replacement if I knew they were going to keep the slightly damaged accent diamond. I communicated clearly I wanted my property back and it was agreed to. Just not followed up on. I hope to get either a refund, my slightly damaged diamond, or credit for a replacement diamond. But communication has been slow. I really just want my diamond back per our phone conversation.

  

  Business Response

  Date: 10/01/2024

  On 8/28/24 Brilliant Earth received the customers ring for a repair. On 9/5/24 the customer accepted the repair option provided. On 9/18/24 the customer received their order. **************** has continued to reach out to the customer to discuss their concerns, but the customer has not been responsive.