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.

close

Find a Location

Brilliant Earth, LLC has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/28/2024

  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.

  On August 6, 2024 I ordered a wedding band for my fianc and went to pick it up on August 19. I discovered that the engraving Id ordered inside the ring was done in the wrong font, and I told them it wasnt acceptable to me.They offered to shave off the cursive letters and re-engrave it with the block letters I specified. I refused and asked for a replacement with the proper engraving, and they said they wouldnt do that.I later called the customer service number and was told the only way to resolve it was to buy another ring, get a refund on the ring they engraved, but minus the engraving fee. I refused that and asked for a manager and was told Id receive a call back within 24 hours.Eventually, I did receive that call and was told I would be sent a new ring (using the manager Saras friends and family discount), receive a refund of the engraving cost, and I could use the ring at my wedding September 6, 2024, and have it engraved after the ceremony.I was told Id receive a follow up email and call the next day, but the following day, I was told that I would NOT be receiving this replacement ******** wedding is on September 6, 2024! I need a resolution immediately to this problem that only Brilliant Earth caused. I believe my solution is very reasonable.Thank you.

  

  Business Response

  Date: 09/06/2024

  The customer placed an order for a wedding band from Brilliant Earth on 8/6/24. The customers order was available for pick up from the showroom on 8/10/24. On 8/19/24, the customer visited the showroom and rejected the order due to the incorrect font used for engraving. Brilliant Earth offered to correct the engraving and the customer requested to have the ring remade. The customer picked up the ring on 8/28/24. **************** remains open to assist the customer with any further service needs.

  

  Business Response

  Date: 09/06/2024

  The customer placed an order for a wedding band from Brilliant Earth on 8/6/24. The customers order was available for pick up from the showroom on 8/10/24. On 8/19/24, the customer visited the showroom and rejected the order due to the incorrect font used for engraving. Brilliant Earth offered to correct the engraving and the customer requested to have the ring remade. The customer picked up the ring on 8/28/24. **************** remains open to assist the customer with any further service needs.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22187173
  
  I am rejecting this response because:

  
  Complaint: 22187173
  
  I am rejecting this response because:
  
  The businesss statement was an oversimplification of the details, and it left out most of what transpired.
  
  Yes, the engraving was done in the incorrect font, and I wanted to know how to solve this error on the part of Brilliant Earth.
  
  The store told me they would shave off the engraving and redo it in the proper font. This sounded to me like they would be damaging the ring by removing some of the gold. I didnt want to give my new husband a damaged ring, so I asked about having a new ring sent and then having it engraved.
  
  The store said I needed to call the customer service line, which I did.
  
  They couldnt help me directly but said a manager would call me within twenty-four hours. Someone named **** called back (after the 24 hours) and told me they actually lasered off the engraving and would add back any gold lost in the process.
  
  **** told me she could send a new ring, refund my engraving fee, and she would discount the cost of the ring by using her friends and family discount.
  

  When I agreed to that, she said she would follow up the next day with a call and an email. Neither call nor email was received.
  
  I called back and was told they couldnt do anything **** offered, and I said I was contacting the Better Business Bureau to help resolve this.
  
  The next person who contacted me said that if I agreed to remove my Yelp review and Better Business Bureau complaint, they would refund my engraving cost, send me a new ring and give me a $200 discount.
  
  I asked for this in writing and they first refused, then said they would send an email outlining their offer. Which I never received.
  
  Approximately four days before my weddingafter zero reply from Brilliant EarthI had my fianc go to the store to pick up the original ring (with the engraving removed, so wed have a ring for him as we said our vows.
  
  The customer service tactics to delay a solution to their mistake came close to causing my, now, husband to not have a ring for our ceremony. By the way, I am having to write thisand re-live it while on my honeymoon!
  
  I was lied to, brushed off, and given conflicting information. And being bribed to remove negative reviews that are true and not exaggerated is highly unethical.
  
  What I am asking for is the $200 discount I was offered (without removing any reviews),  the engraving redone at no cost, and most importantly: proof that the ring still has the same weight in gold as it did when it was purchased and is as structurally sound as it was before the engraving removal.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/13/2024

  The customer placed an order for a wedding band from Brilliant Earth on 8/6/24. The customers order was available for pick up from the showroom on 8/10/24. On 8/19/24, the customer visited the showroom and rejected the order due to the incorrect font used for engraving. Brilliant Earth offered to correct the engraving and the customer requested to have the ring remade. The customer picked up the ring on 8/28/24. The customers was refunded for their engraving fee on 8/31/24. Brilliant Earth called and emailed the customer on 9/13/24 and we are pending response from the customer. 

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22187173
  
  I am rejecting this response because:
  
  I did not receive a phone call from Brilliant Earth, and I have no missed calls from them. I did receive an email saying they tried to call.

  In addition, the ring was not ready to be picked up on the 10th. I got an email on the 14th.

  I am currently on my honeymoon, but I will reply to the companys email.

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

  

  Business Response

  Date: 09/19/2024

  Brilliant Earth called and spoke with the customer on 9/18/24 and offered to assist w/ re-engraving their ring complimentary and remains open to assist with any further service needs. 

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22187173
  
  The bottom line of this ordeal is that if you choose to buy from Brilliant Earth, know that if there is a problem that cant be resolved within the store, you will be lied to and strung along during the resolution process.
  

  You will be assured of wildly different outcomes and promises by customer support staff, and all will be lies. And they will refuse to put any of the promises in writing!

  It will place unnecessary worry and stress on you if you bought wedding rings and your ceremony is happening soon.

  The staff in the ******* store were informative and helpful; the rings we purchased are beautiful and well made. That should be our review of this company, but the behavior of the managers on the phone, spoiled the good feelings we had, and our trust in them is gone.

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

• Initial Complaint

  Date:08/26/2024

  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.

  I bought an engagement ring from Brilliant Earth on 7/30. Initially, my fiance and I brought it back to Brilliant Earth for resizing. However, we later changed our mind and would like to return for a refund instead. We called Brilliant Earth and was that told we need approval from management and that they would give us an answer in 24 hours. However, they never got back to us. Weve been calling every 24 hours, and every time weve been told that it would need another ***** hours. Its now been 1 week, we neither have the ring nor the money. Were tired of hearing the same thing without any resolution.

  Customer Answer

  Date: 08/28/2024

  I'm writing regarding complaint #********. A representative from Brilliant Earth has contacted us and we have reached a resolution that is satisfactory to both of us.
  
  Thank you,
  
  Viet

• Initial Complaint

  Date:08/19/2024

  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 received these earrings April 23rd. Wore three times in May and June. One of the stones fell out without me noticing... and I contacted B.Earth June 7th for refund as I was not happy with the quality of the jewelry if a stone so easily is lost. I received an automated reply June 8th that someone would be in contact in 24 hours. No contact so on June 14th I emailed again. June 16th, someone emails to say they would replace the earrings, but at this point I was not wanting another shoddy --but expensive--pair of these earrings, and asked for a refund. This went unanswered, so I contacted my credit card company (Am Ex) to dispute the charge. This got someone's attention on June 20th, who asked me to call to discuss. I called on the 20th, waited over 15 minutes for someone to pick up who tells me that there is just a 30 day guarantee for a refund/return. This seems unreasonable for something like jewelry of this price range. However, Am Ex said they could not reject the charge as B. Earth has this 30 day policy. I wrote again on July 7th to B. Earth to say, ok, you have beaten me about the refund, but at least I should have a wearable pair of earrings for my money. (replacement or repair). This was never answered.

  

  Business Response

  Date: 08/27/2024

  The customer placed an order from **************** on 4/23/24. The order was fulfilled and delivered to the customer on 4/27/24. The customer contacted **************** and requested a refund on 6/7/24. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/24/24. Brilliant Earth called and emailed the customer to offer further assistance and we are pending follow up from the customer. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22162905
  
  I am rejecting this response because:

  Complaint ID: ********
  RE: Brilliant Earth
  
  As a result of my complaint to BBB, I was contacted by a ***resentative of Brilliant Earth, saying that she had tried to call that day (August 20, *****). There is no record of such a missed call. I sent my phone number again and suggested an appointment when I would be home available 8/22On the appointed time, I had an emergency and had to be away from my phone, and later contacted the *** to apologize for missing her call. (I checked today and see that there is AGAINno record of a missed call. We reset (via email) an appointment on 8/23. No Call. I contacted the *** to say, okay, one more try. We should talk 8/27. No call came through even though I was holding my phone for the entire hour window of the appointment. Then an email comes through a couple of hours later saying that she had called and did not get an answer. THERE IS NO RECORD OF THIS CALL, NOR OF ANY OF THESE CALLS.
  I question whether this is a bot of some sort that just attempts to wear one down to give up This business is a sham. I have made myself clear. I want a refund or a pair of intact earrings, since this sort of jewelry should not be losing stones after just three wearings. And a 30 day window is ridiculous. (hidden in fine print no doubt).

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

  

  Business Response

  Date: 09/03/2024

  The customer placed an order from **************** on 4/23/24. The order was fulfilled and delivered to the customer on 4/27/24. The customer contacted **************** and requested a refund on 6/7/24. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/24/24. Brilliant Earth called and emailed the customer on 9/3/24 to offer further assistance and we are pending follow up from the customer. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22162905
  
  I am rejecting this response because:

  This is the most bizarre customer service situation. After another 1-2 random calls, without ascertaining that I am able to answer the phone (I continue to urge email communication) this ********************* person and I finally talk over the phoneshe acts like this is a new thing. We discuss. She asks how can she make this good. I continue to repeat: replace or (preferably) refund. She says, great! She asks if I will rescind my complaint with BBB if they refund I say yes. She says she will talk with her team, that this is certainly possible. I say, great. You have my info. Please just make it happen. Please use email as that is best way to reach me.
  
  Today, she randomly callsI am in meeting. So she says in email that she tried to reach me with no further info and begins the whole thing (groundhog day scenario) of when can we talk  I am fed up. I want a refund or replacement. Send me instructions on how to return or send a replacement via email. 
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 09/10/2024

  The customer placed an order from **************** on 4/23/24. The order was fulfilled and delivered to the customer on 4/27/24. The customer contacted **************** and requested a refund on 6/7/24. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 5/24/24. Brilliant Earth contacted the customer on 9/9/24 and emailed the customer a label. The customer has indicated their issue has been satisfactorily resolved. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22162905
  
  I am rejecting this response because:

  A new agent contacted me (from ******** now) to begin this whole saga again. I pointedly said I was not going to play along with this charade, this agent sent me a way to return the faulty item and promised a refund. I have sent the item but have not yet been refunded... and until this is settled I will not be agreeing to a resolution... until there is one.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:08/18/2024

  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 originally placed my order for one set of earrings on 7/11/23 and did not receive it. Merchant sent a replacement. Replacement package was found open near my home without earrings. I contacted seller via website on 08/10/23 and informed the seller I did not receive my order. ****** informed me that it would be sent to me the following week. I asked if it could pay to have it come earlier and was told it would be $165 plus tax if possible to expedite it. After a week and no email update or my order I contacted seller to get update. I was told to give it more time then later on to contact ****** ***** investigated and stated the merchant must submit the claim since it was a signature required package and the delivery driver left near the home without signature. The merchant was given that information and I was then told to give the merchant time. After a couple months the seller informed me since my order is lost I have to contact my bank to report it lost. I can not believe that they would lie to me and then make me believe they will replace it. I had to play late fees and interest for something I never received. This hurts financially as well as emotionally. My financial informed me that the merchant delayed their response in order to stop me from successfully disputing the charge. I could not be helped due to it being past the dispute deadline. Attached is conversations with merchant as well as proof ***** made error by not delivering the signature required package correctly. ***** stated they would provide refund to merchant once the submit claim. ******** declined to submit claim.

  

  Business Response

  Date: 08/26/2024

  The customer placed an order from **************** on 7/10/23. The order was shipped to the customer and delivered on 7/24/23. The customer contacted **************** and claimed they did not receive the order and a replacement order was shipped on 8/7/23 and delivered on 8/8/23. The customer contacted **************** on 8/8/23 and requested compensation for their order. Brilliant Earth contacted the customer via email and the customer replied on 8/13/23 stating theyd received 2 complimentary gifts but were missing earrings from their order. Brilliant Earth reviewed video footage to confirm all of the items were packaged correctly and shipped to the customer. The customer was contacted and educated about the order; advising that Brilliant Earth was not able to file a claim and it was noted the customer stated they would file a claim and police report separately. Brilliant Earth contacted the customer on 8/21/24 and we are pending follow up from the customer. 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22159375
  
  I am rejecting this response because: The merchant did not respond to what I stated in the complaint.  ******** first stated a replacement was going to be sent again which I provided documentation proving this.  ******** requested I contact ***** to set up claim about my package ***** determined that ***** was at fault since the package was to be signed for and not left by the address.  ***** stated ONLY the sender (Brilliant earth)  would have to contact them to receive refund and up until today Brilliant earth has not contact *****.    Brilliant earth was made aware of this.  
  After months of being told to give them time to either replace or provide a refund, Brilliant earth  only provided me with a discount for my next order and told me to now file a claim with my bank.  By that time, it was too late to dispute with my bank.  A representative reached out to me last night about this and how ***** was never contacted by brilliant earth. She stated they will get back to me tomorrow 

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

  
  
  

  

  Business Response

  Date: 08/29/2024

  The customer placed an order from **************** on 7/10/23. The order was shipped to the customer and delivered on 7/24/23. The customer contacted **************** and claimed they did not receive the order and a replacement order was shipped on 8/7/23 and delivered on 8/8/23. The customer contacted **************** on 8/8/23 and requested compensation for their order. Brilliant Earth contacted the customer via email and the customer replied on 8/13/23 stating theyd received 2 complimentary gifts but were missing earrings from their order. Brilliant Earth reviewed video footage to confirm all of the items were packaged correctly and shipped to the customer. The customer was contacted and educated about the order; advising that Brilliant Earth was not able to file a claim and it was noted the customer stated they would file a claim and police report separately. Brilliant Earth contacted the customer on 8/26/24 and advised that **************** is not able to provide a 2nd replacement or file a ***** claim on their behalf. 

  Customer Answer

  Date: 08/29/2024

   
  I am rejecting this response because:  the merchant is practicing bad faith.  The merchant is not providing no option to resolve this matter.  Despite the fact the merchant provided no proof that the item was added to the package, it was the merchant who made me initiate a claim with ***** after the merchant apologized and stated it would send the replacement.  The investigation concluded with FedEx taking blame for my missing order and requested the merchant complete the claim to refund me for my missing order.  Only the merchant could be sent a refund.  The merchant was informed this and told me to wait.   Like a fool I waited.   The merchant has no right to decide if they want to submit the claim or not.  I do not want a replacement anymore,  I just want my money back!
  

  

  Business Response

  Date: 09/03/2024

  The customer placed an order from **************** on 7/10/23. The order was shipped to the customer and delivered on 7/24/23. The customer contacted **************** and claimed they did not receive the order and a replacement order was shipped on 8/7/23 and delivered on 8/8/23. The customer contacted **************** on 8/8/23 and requested compensation for their order. Brilliant Earth contacted the customer via email and the customer replied on 8/13/23 stating theyd received 2 complimentary gifts but were missing earrings from their order. Brilliant Earth reviewed video footage to confirm all of the items were packaged correctly and shipped to the customer. The customer was contacted and educated about the order; advising that Brilliant Earth was not able to file a claim and it was noted the customer stated they would file a claim and police report separately. Brilliant Earth contacted the customer on 8/26/24 and advised that **************** is not able to provide a 2nd replacement or file a ***** claim on their behalf. Photos attached from video reviewed showing earrings being packed on 8/7/24. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22159375
  
  I am rejecting this response because:
  The merchant is electing not to submit a claim that ONLY the merchant can submit. The receiver can not receive payment. ******** is well aware of this.  ******** requested I start claim with ***** and ***** ruled in my favor because the package was not signed for as required and my order was not inside.  Merchant is not accused of not sending my order.  ******** is accused of choosing not to submit claim after ***** took blame.  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/10/2024

  The customer placed an order from **************** on 7/10/23. The order was shipped to the customer and delivered on 7/24/23. The customer contacted **************** and claimed they did not receive the order and a replacement order was shipped on 8/7/23 and delivered on 8/8/23. The customer contacted **************** on 8/8/23 and requested compensation for their order. Brilliant Earth contacted the customer via email and the customer replied on 8/13/23 stating theyd received 2 complimentary gifts but were missing earrings from their order. Brilliant Earth reviewed video footage to confirm all of the items were packaged correctly and shipped to the customer. The customer was contacted and educated about the order; advising that Brilliant Earth was not able to file a claim and it was noted the customer stated they would file a claim and police report separately. Brilliant Earth contacted the customer on 8/26/24 and advised that **************** is not able to provide a 2nd replacement or file a ***** claim on their behalf as the order was properly packed and shipped to the customer and the customer could not provide proof of a tampered package within 5 days of delivery. Photos were attached from video reviewed showing earrings being packed on 8/7/24. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22159375
  
  I am rejecting this response because: the merchant is not accepting responsibility for not submitting the claim that would have provided me with the refund or replacement that the merchant told me I would receive.  FedEx accepted responsibility for the negligence of their worker.
  

   It is not up to the merchant to decided if ***** will reimburse me after it was approved. 

  The merchant has done a great job at not responding to that fact and proof that I was already informed I would receive a replacement via customer service chat, and that more than a week afterwards was th told I would have to submit a claim with ***** in order to receive it.  FedEx approved my claim since the delivery person left a package that was signature required out in the open.  The merchant was to submit the claim for reimbursement.
  

  I would hope that the merchant will practice good business and honor their initial promises instead of sending the same messages that fail to address the above.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2024

  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 bought a ring from brilliant earth with the intention of proposing to my girlfriend. About a week after buying the ring, my mom passed way.I did not want to propose right after and to give space. I called brilliant earth and let them know the situation, and that I would like to return the ring for a refund, since there was a time period in which I would need to have the ring sized/returned if my gf didnt like it.They advised me that the only thing they could do is give me store credit.I had the intention to still propose, but shortly after my girlfriend and I broke up.I know have no intention for the credit and brilliant earth has not been responding.I am seeking refund of this credit, and would like help in getting a response and refund resolution from the company.I feel misled by those in the Dallas branch and other support agents, as I was under the impression when buying the ring that I would be able to return if my gf didnt like the style, etc. I think they just said whatever they needed to get the salt and are not being helpful in the return and refund process. The ring has been returned. When I initially called they said that would be no problem, but now Im stuck with this $4300 credit with no girlfriend. It seems unlawful and deceptive. My intention is to still come back to brilliant earth some day, but I dont want to have any timelines or have the money stuck in some credit that I have no use for.I would like a 100% refund, but would be open to a 90% refund, whatever makes sense.I was misled, returned the ring immediately, and now need help in recuperating my money.I dont know if it is

  

  Business Response

  Date: 08/22/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 12/7/22; their order was fulfilled. The customer requested a return for store credit on 1/27/23 and the credit was applied to the customers **************** account. On 8/17/23, **************** contacted the customer to advise they were outside of policy to receive a refund but educated the customer about their store credit balance available. Brilliant Earth remains open to assist the customer with any further service needs. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22101226
  
  I am rejecting this response because:

  I was originally misled when calling to return the product initially, when still within the refund window.  I told them of my situation and they told me not to worry when I brought it in days later.

  i accepted the credit at the time because there was a lot going on with my mom's passing and arrangements with me living out of town.  But initially I should have been given the refund or advised that I needed to return it sooner.

  i do not have any need for the store credit.  I even offered to accept the refund minus a penalty.  Seems unlawful and deceptive and leaving a bad taste in my mouth about the business and lack of empathy.

   

   

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

  

  Business Response

  Date: 08/28/2024

  The customer placed an order for an engagement ring from Brilliant Earth on 12/7/22; their order was fulfilled. The customer requested a return for store credit on 1/27/23 and the credit was applied to the customers **************** account. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy. The customers return/exchange policy ended on 1/18/23 and therefore the customer was outside of policy for a refund. On 8/17/23, Brilliant Earth contacted the customer to advise they were outside of policy to receive a refund but educated the customer about their store credit balance available. Brilliant Earth remains open to assist the customer with any further service needs.

• Initial Complaint

  Date:08/11/2024

  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.

  My husband purchased my engagement and my wedding ring from Brilliant Earth store in ******. They ordered my wedding ring in the wrong size (6.5 instead of 7.5), unfortunately we didnt realize this until the day before the wedding when I tried it on and it did not fit. We tried calling BE and we were told that we were several days outside of the return window and that our only option was to pay $150 to have the ring resized, I explain that this was not acceptable so we went back to the store. The employee at the store told me that they could resize the ring within .5 either way (so a size 7 max) even though it had never been worn, and said they would email me in several weeks when it was ready. I was on my honeymoon when my husband received an email from BE, thanking him for picking up my ring, since I knew I didnt pick it up I was very concerned so I called and was told that my ring had been picked up by my sonexcept we have no children, I was then told my husband picked it up, which wasnt possible given we were in ******. The customer service *** contacted *****, the manager at the store in ****** who said it was their mistake and that my wedding ring was not lost, and would be ready for pick up on July 31. I made an appointment with the store and noted in the appointment that I was coming to pick up my wedding ring. We arrived several days after July 31, only to be told the ring was not there and wouldnt be ready for a couple more weeks. By this point my husband and I were extremely upset and concerned, and asked for manager to call us. ***** did call and was very apologetic and said she would get it sorted, she called later to say that another mistake had been made, they could not resize the ring and would have to remake it all together, I told her that I wanted a discount for all the frustration, ********************* over what was supposed to be one of the happiest occasions of my life. She said the company could not do that. As of today I have no ring.

  

  Business Response

  Date: 08/20/2024

  The customer placed an order for an Ombre Wedding Band in a size 6.5 via the Brilliant Earth website on 4/27/24. The order was fulfilled and available for pick up from a Brilliant Earth showroom on 5/8/24. The customer picked up the order on 7/7/24. The customer dropped off the ring on 7/14/24 and requested a resize. Brilliant Earth contacted the customer on 8/14/24 and educated the customer on the estimated delivery date for their ring and the customer indicated that their concerns are satisfactorily resolved. 

• Initial Complaint

  Date:08/11/2024

  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.

  My husband purchased an engagement ring in 2017. The reason he chose brilliant earth out of many other similar retailers was because of their flexible upgrade policy. At the time the upgrade policy was that the cost of the new diamond just needs to be more than the original. There was no requirements as to the origin of the diamond or 1.5x the purchase price. Today, we are ready o upgrade my diamond and I reached out to an associate online and they told me of the new policy. This is truly unethical to change a policy for prior existing customers. I would like to take advantage of the original policy I was given at the time of purchase.

  

  Business Response

  Date: 08/20/2024

  Brilliant Earth offers a free lifetime diamond upgrade on our natural and lab grown diamonds. As outlined on our website, any loose natural diamond purchased from Brilliant Earth can be exchanged for credit equivalent to the original purchase price for a new natural diamond of at least 1.5x greater value. On 8/11/24, the customer chatted in to **************** and inquired about our diamond upgrade program and indicated theyd purchased a natural diamond in 2018. Brilliant Earths diamond upgrade policy was not modified since the customers indicated purchase date in 2018 other than the additional benefit of allowing lab grown diamonds to be exchanged for lab grown diamonds of at least 2x greater value; which was added in 2022. Brilliant Earth contacted the customer and explained the policies and remains open to assisting the customer with any further service needs.

• Initial Complaint

  Date:07/27/2024

  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.

  June 12, I ordered an engagement ring ,I came in the day after it was supposed to be delivered to find that they never processed my order,I then paid in full to expiate my order due to the saleswomans advice It was not expedited and was never made yet again, I can back to receive a loaner ring and was made to go to a separate location all together I return from my proposal expecting my actual ring to be made and ready for pickup. Which it was and was told it got sent back to the production facility I then called corporate and was laughed at for my frustration with this process I then have now canceled my order

  

  Business Response

  Date: 08/01/2024

  On 6/12/24, the customer placed an order via the **************** website for an engagement ring. However, payment for the order was not collected. As stated on the website, orders are processed only after credit card or alternate payments are made/received. Brilliant Earth received payment from the customer on 6/29/24. The customer was provided a *********************************** loaner ring on 7/7/24. Brilliant Earth contacted the customer on 7/24/24, the customer requested to cancel their order and returned the showroom loaner ring on 7/27/24. The customers refund was processed on 7/31/24. **************** remains open to assisting the customer with any further service needs. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22054218
  
  I am rejecting this response because it is practically invalid: I was not made aware that payment was required upfront and I had originally was going to pay in installments, I was lied to and given dates that my ring would arrive on time and was given in writing that my ring would arrive on time, each and every time it would supposed to be here, here as in the showroom, it would magically not be ready or was sent back to their production facility for quote and I can quote two people on saying this sent back to the warehouse for safekeeping
  
  My ring itself was never made and ****** herself told me that it wasnt ever made, even when I paid in full and was told by the location employees and managers that it would be expedited, this business never made my ring, or didnt have it ready to set the diamond at least, they continued to lie about the situation and say the ring was on the way, just for them to call me the day before I was supposed to pick it up to ask me if I still wanted it in the temporary setting, which wasnt what I wanted, it was the only possible solution besides a loaner ring, since I received the loaner ring I didnt need the temporary setting anymore 

  This whole situation is completely the companies fault, regardless of the timeline issues, they failed to meet said timeline which we then came to the solution of the loaner ring, never agreeing on using my actual diamond for a temporary setting, that was never ever agreed  upon,they  gave me the loaner ring which is what I had asked for and then continued to fail in communicating that my ring was never made, shipped, or ready for pickup.

  All in all the way they have handled this unfortunate situation is absolutely disrespectful, Ive been treated like nothing but a problem especially by ******.Ive never felt so undervalued as a customer and disregarded as a consumer. 
  

  I dont deem this issue as resolved and truly demand compensation from the company for ruining my engagement 

   

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

  

  Business Response

  Date: 08/07/2024

  On 6/12/24, the customer placed an order via the **************** website for an engagement ring. However, payment for the order was not collected. As stated on the website, orders are processed only after credit card or alternate payments are made/received. Brilliant Earth received payment from the customer on 6/29/24. On 7/1/24, the customer visited a **************** showroom and requested to update their order to a new diamond and temporary setting which had an estimated delivery of 7/6/24. On 7/5/24, the estimated delivery date was updated due to manufacturing delays and the customer was provided a *********************************** loaner ring on 7/7/24. The customers order was available for pick up on 7/9/24. Brilliant Earth contacted the customer on 7/24/24, the customer requested to cancel their order and returned the showroom loaner ring on 7/27/24. The customers refund was processed on 7/31/24. **************** remains open to assisting the customer with any further customer service needs.

• Initial Complaint

  Date:07/26/2024

  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.

  To Whom It May ********* am writing to express my extreme disappointment and frustration regarding my recent diamond ring purchase from Brilliant Earth. Despite multiple communications with your team regarding the amended size of the ring, it arrived with the incorrect sizing, completely disregarding the efforts I made to ensure the right fit.I took the extra step of visiting a physical store after placing my order online to have my ring size assessed accurately. A representative at the store confirmed the new size, which I promptly relayed to your customer service team via two phone calls and subsequent email documentation to ensure that the correct size was used for my order. However, all of these efforts seem to have been in vain as the ring I received does not match the size we had meticulously discussed and confirmed.Furthermore, the mishap does not end there. Upon receiving my ring, I was appalled to find that the accompanying receipt contained another customer's home address and purchase information, a shocking breach of privacy and a true indicator of the lack of attention to detail in your operations.As a customer who trusted **************** as a luxury brand with top-tier service, I am utterly dismayed by this entire experience. I demand immediate rectification of this situation without the hassle of having to return the ring and wait for a replacement. I expect expedited processing, production, and shipping of the correctly sized ring to be sent to me promptly.I urge you to take this matter seriously and address it with the urgency it deserves. Your company's reputation is at stake, and I hope to see a swift and satisfactory resolution to this issue.I await your immediate response and action regarding this matter.With regret, *******************************

  

  Business Response

  Date: 08/05/2024

  On 7/12/24, the customer placed an order for an engagement ring from Brilliant Earth; the customers order was fulfilled. The customer contacted **************** on 7/**/24 stating they received paperwork for a different order. Brilliant Earth offered to have the order sent in and evaluated to confirm the correct order was received and also offered to confirm the correct size needed. Brilliant Earth is pending receipt of the customers order and the customer has confirmed once the ring is the proper size, they consider the matter satisfactorily resolved. 

• Initial Complaint

  Date:07/26/2024

  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've purchased 3 rings from Brilliant Earth: a custom engagement ring last year, and 2 wedding bands in March. The custom engagement ring arrived in September and was given to my finacee in November. She refrained from wearing it to work and was careful to not use it while doing household chores. In May, she noticed a stone had fallen out. We took it to a Brilliant Earth storefront and sent it in for ***air. A few days later, someone contacted me with the recommendation that the ring be remade in order to better reinforce the prongs with more metal. I was fairly disappointed that the ring was seemingly not designed sturdily enough, but after discussion with my fiancee, we approved the request to remake the ring. It arrived at the beginning of July. My fiancee continued to be cautious and outright refused to wear it to work. Not 3 weeks later, another stone fell out. Not wanting to ***eat the same process without getting a second opinion, we took the ring to a local, very ***utable jeweler and asked them to evaluate and assess it. They not only told me the issue with the ring, but showed us a comparison with others - in short, the quality of this ring is not well-made to support holding these gemstones long-term. I called Brilliant Earth on July 25 to request that I return the engagement ring and both wedding bands, as I no longer want anything from Brilliant Earth for my fast-approaching wedding. The only thing I'd like to buy out is the main gem. I asked the customer support *** to immediately escalate to a manager, who called me that afternoon. After explaining the situation and how unhappy I am, I was told that they will not accept a return on custom jewelry, which tells me they don't care and just want to keep my money. I asked to call her back in 15 minutes, and was sent straight to voicemail every time. I've spent $8372.94 on shoddy, poorly-made jewelry and was shown how and why it's poorly made. I want my money back now and to be done with Brilliant Earth.

  

  Business Response

  Date: 08/01/2024

  The customer placed an order from **************** for a custom engagement ring on 8/22/23; their order was fulfilled. The customer placed a 2nd order for 2 wedding bands on 3/23/24; their order was fulfilled. On 6/1/24, the customer dropped off their custom engagement ring for repair evaluation; their repair order was fulfilled. On 7/25/24, the customer contacted **************** to advise of a 2nd repair need for their custom engagement ring and Brilliant Earth offered to have the ring evaluated for repair. On 7/26/24, the customer requested a return for a full refund for their custom engagement ring and wedding band purchase. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy which excludes custom design jewelry as custom designs are considered final sale. The customers custom engagement ring is considered final sale and their wedding band return/exchange policy ended on 4/28/24. The customer agreed to send in their ring for repair evaluation and we are pending receipt of the ring. Brilliant Earth remains open to assisting the customer with any further service needs. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22047468
  
  I am rejecting this response because:

  Responding sentence by sentence below, as many facts have been conveniently left out by Brilliant Earth's response:

  "On 6/1/24, the customer dropped off their custom engagement ring for repair evaluation; their repair order was fulfilled."

  This is extremely reductive of the actual outcome. It was not a repair - Brilliant Earth's suggestion was to completely remake the ring instead of repairing it, saying that it was to add more gold to the prongs in order to better support and hold the diamonds on the ring. The remake was offered at no expense to us. We were not happy that the ring I proposed to my fiancee with would have to be remade, with nothing but the pear aquamarine from the original ring remaining. We were also not happy that Brilliant Earth essentially admitted to design flaws with the ring. After much deliberation, we approved the remaking and received the ring back on 7/1/24.

  "On 7/25/24, the customer contacted **************** to advise of a 2nd repair need for their custom engagement ring and Brilliant Earth offered to have the ring evaluated for repair."

  Yes, so about 3 weeks after receiving a $5100 piece of jewelry, remade because Brilliant Earth's evaluation of the original showed that the prongs were not well supported enough, another diamond fell out in a fraction of the time with my fiancee barely wearing it.

  "On 7/26/24, the customer requested a return for a full refund for their custom engagement ring and wedding band purchase."

  Actually, I requested this on 7/25/24, right when I contacted Brilliant Earth. I'm not happy that the ring I used to propose to my fiancee is falling apart so quickly and often and I want to give her something more reliable and well-made. Therefore, I want my money back. The one addendum is that I do want to buy out the pear aquamarine, as it's the only original component left from the ring I gave my fiancee.

  "As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy which excludes custom design jewelry as custom designs are considered final sale. The customers custom engagement ring is considered final sale and their wedding band return/exchange policy ended on 4/28/24. "

  There needs to be an exception made for extenuating circumstances, especially because with every repair/remake, Brilliant Earth will be paying. Brilliant Earth saw the flaws in the design of the ring (that they designed), and while they offered a remake to us free of charge, the expense had to come out of their pocket. Following that remake, the ring is already showing issues with minimal use. ***** would dictate that refunding us will be the wiser financial decision in the long run. At the end of the day, I'm not sure why Brilliant Earth is trying so hard to keep two extremely unhappy customers against their will. We've already start recommending to everyone we know that no one purchases from them, and we will continue to do so until Brilliant Earth does right by us.

  Additionally, a strict 30 day policy doesn't make much sense when a.) not many people are buying their wedding bands so close to their wedding, and b.) the rings are essentially unused. There is no logical reason to not take them back, especially since we, as customers, are extremely unhappy with the quality and service provided by Brilliant Earth.

  "The customer agreed to send in their ring for repair evaluation and we are pending receipt of the ring."

  I will be doing this following this upcoming weekend.

  "Brilliant Earth remains open to assisting the customer with any further service needs."

  If Brilliant Earth really wants to assist us as customers, they will recognize that we are very unhappy with their work, their service, their customer support, and that it would be better for everyone involved if they refund us for the jewelry purchased, minus the pear aquamarine as it's the only remnant of my proposal that we have left. Brilliant Earth has an opportunity to turn this situation around and still keep some of the sale, but would seemingly rather keep two unhappy customers who intend to make sure no one they know buys from them. Please do better.

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

  

  Business Response

  Date: 08/07/2024

  The customer placed an order from **************** for a custom engagement ring on 8/22/23; their order was fulfilled. The customer placed a 2nd order for 2 wedding bands on 3/23/24; their order was fulfilled. On 6/1/24, the customer dropped off their custom engagement ring for repair evaluation. Their repair order was fulfilled and the custom setting was remade. On 7/25/24, the customer contacted **************** to advise of a 2nd repair need for their custom engagement ring and Brilliant Earth offered to have the ring evaluated for repair. On 7/26/24, it was noted that the customer requested a return for a full refund for their engagement ring and wedding band purchase. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy which excludes custom design jewelry which are considered final sale. The customers custom engagement ring is considered final sale and their wedding band return/exchange policy ended on 4/28/24. Brilliant Earth contacted the customer and explained the policies and the the customer initially agreed to send in their ring for repair evaluation and a return label was emailed to the customer. We are pending receipt of the ring. Brilliant Earth remains open to assisting the customer with any further service needs. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22047468
  
  I am rejecting this response because:

  This response is practically the same one as before, amended based on my previous response to better reflect the facts. Still, this is an unacceptable response from a business essentially holding unhappy customers who want nothing to do with them hostage. Since the business copy/pasted 95% of the same response, I will do the same with some amendments to reflect the business'.

  "On 6/1/24, the customer dropped off their custom engagement ring for repair evaluation. Their repair order was fulfilled and the custom setting was remade."

  But why did the ring, designed and created by Brilliant Earth, need to be remade? According to Brilliant Earth, there was not enough gold on the prongs to support the accent stones. Brilliant Earth offered to remake the ring because they admitted to a fault in the design. The remake was offered at no expense to us. We were not happy that the ring I proposed to my fiancee with would have to be remade, with nothing but the pear aquamarine from the original ring remaining. We were also not happy that Brilliant Earth essentially admitted to design flaws with the ring they designed. After much deliberation, we approved the remaking, giving Brilliant Earth a chance to make things right, and received the ring back on 7/1/24.

  "On 7/25/24, the customer contacted **************** to advise of a 2nd repair need for their custom engagement ring and Brilliant Earth offered to have the ring evaluated for repair."

  Yes, so about 3 weeks after receiving a $5151 piece of jewelry, remade because Brilliant Earth's evaluation of the original showed flaws in the design that they created, another diamond fell out in a fraction of the time with my fiancee barely wearing it.

  "On 7/26/24, it was noted that the customer requested a return for a full refund for their engagement ring and wedding band purchase."

  Actually, I requested this on 7/25/24, right when I contacted Brilliant Earth. I'm not happy that the ring I used to propose to my fiancee is falling apart so quickly and often and I want to give her something more reliable and well-made. Therefore, I want my money back. The one addendum is that I do want to buy out the pear aquamarine, as it's the only original component left from the ring I gave my fiancee.

  "As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy which excludes custom design jewelry as custom designs are considered final sale. The customers custom engagement ring is considered final sale and their wedding band return/exchange policy ended on 4/28/24."

  There needs to be an exception made for extenuating circumstances, especially because with every repair/remake, Brilliant Earth will be paying. Brilliant Earth saw the flaws in the design of the ring that they designed, and while they offered a remake to us free of charge, the expense had to come out of their pocket. Following that remake, the ring is already showing issues with minimal use in a fraction of the time. ***** would dictate that refunding us will be the wiser financial decision in the long run. At the end of the day, I'm not sure why Brilliant Earth is trying so hard to keep two extremely unhappy customers against their will. We've already started recommending to everyone we know that no one purchases from them, and we will continue to do so until Brilliant Earth does right by us.

  Additionally, a strict 30 day policy doesn't make much sense when a.) not many people are buying their wedding bands so close to their wedding, and b.) the rings are essentially unused. There is no logical reason to not take them back, especially since we, as customers, are extremely unhappy with the quality and service provided by Brilliant Earth.

  "Brilliant Earth contacted the customer and explained the policies and the the customer initially agreed to send in their ring for repair evaluation and a return label was emailed to the customer. We are pending receipt of the ring."

  The ring is en route to Brilliant Earth's repair facility now. I do not need policies explained to me - I also work in customer service and know when those policies should not apply. This is one of those situations. I was charged $5151 for a ring with design flaws, and that ring seemingly has worse design flaws after being remade than it did prior. Brilliant Earth sold me defective merchandise, and I want my money back for it.

  "Brilliant Earth remains open to assisting the customer with any further service needs."

  If Brilliant Earth really wants to assist us as customers, they will recognize that we are very unhappy with their work, their service, their customer support, and that it would be better for everyone involved if they refund us for the jewelry purchased, minus the pear aquamarine as it's the only remnant of my proposal that we have left. I want a refund of $4102.20, which is the cost of the ring without the pear aquamarine + PA sales tax, as well as a refund of the two wedding bands. I will honor the sale of the pear aquamarine as, again, it's the only remnant of my proposal that we have left. Otherwise I want to wipe my hands clean of this company.

  Brilliant Earth has an opportunity to turn this situation around and still keep some of the sale, but would seemingly rather keep two extremely unhappy customers who have been and intend to continue making sure no one they know buys from them. Please do better.

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

  

  Business Response

  Date: 08/13/2024

  The customer placed an order from **************** for a custom engagement ring on 8/22/23; their order was fulfilled. The customer placed a 2nd order for 2 wedding bands on 3/23/24; their order was fulfilled. On 6/1/24, the customer dropped off their custom engagement ring for repair evaluation; their repair order was fulfilled and the custom setting was remade. On 7/25/24, the customer contacted **************** to advise of a 2nd repair need for their custom engagement ring and Brilliant Earth offered to have the ring evaluated for repair. On 7/26/24, it was noted that the customer requested a return for a full refund for their engagement ring and wedding band purchase. As stated on the Brilliant Earth website, customers have a 30 day return/exchange policy which excludes custom design jewelry which are considered final sale. The customers custom engagement ring is considered final sale and their wedding band return/exchange policy ended on 4/28/24. Brilliant Earth contacted the customer and explained the policies and they agreed to send in their ring for repair evaluation. Brilliant Earth received the customers custom engagement ring on 8/9/24 and it was evaluated. Brilliant Earth contacted the customer on 8/13/24 to provide options for their repair and we are pending approval from the customer. **************** remains open to assisting the customer with any further service needs. 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22047468
  
  I am rejecting this response because:
  
  Brilliant Earth is still not taking responsibility for the horrendously poor craftsmanship and despicable customer service. 
  
  
  We did send the ring back to Brilliant Earth to be assessed, and on 8/13/24 we received an email saying, Our jewelers have evaluated the ring and feel that for best long-term security theyd prefer to remake your ring as opposed to repairing it. We set up a meeting with a repair specialist on 8/14/24 who informed us that they want to remake the ring because there is not enough metal on the prongs to properly hold the stones in place, and this is due to over-polishing during the ring-making process. This is exactly the same issue we had with the original ring, and now the ring that was remade in June has the same thing. She also mentioned that the prongs on the center stone were not sitting flush on the stone. We told them we did not want the ring to be remade, since they already did that once and the same thing happened. We asked how this would be any different and they said they would instill extra quality checks while the ring was being made to ensure it doesnt happen again. Why are these checks not in place for every piece of jewelry made? We requested to speak to a manager, which the repair specialist was not able to do, but she put in a request that a manager call us within 24 hours. 
  
  
  On 8/15/24 we still had not heard from a manager, and we received an email asking us to call Brilliant Earth to discuss the chargeback we filed a few days prior, since Brilliant Earth has not been providing an adequate resolution. We called the customer support line listed in the email and waited on the phone for 20 minutes before being told ******* would call us back today. We have talked to ******* multiple times at this point and she has not been helpful whatsoever. When requested this call the day prior we had requested to speak to *******s manager. 
  
  
  ******* did call us shortly after talking to customer support, but she kept repeating the same return/refund policy she has told us before. We were not made aware of these policies when we purchased the ring. We expressed how we are now aware of their policies, but an exception needs to be made in these circumstances. We paid thousands of dollars for a quality ring, and we still have yet to receive this product. Brilliant Earths own repair team expressed this same sentiment, that they have made the ring twice now and have still not delivered what we paid for. At this point ******* kept repeating their policies, so we asked to speak to her manager. We were told her entire team is aware of the situation and there is nobody client-facing above her. It is absolutely incredulous that ******* is in the highest client-facing position when she is unable to provide satisfactory customer service. 
  
  
  Since this was not going anywhere, we then asked what the status of the chargeback we filed was (since we got an email from them asking us to call BE regarding this),  and ******* seemed completely unaware of the chargeback, which was extremely unprofessional. Our conversation ended with ******* reaching out to whoever can address the chargeback and she will be following up with us via email. 
  
  
  Brilliant Earth needs to acknowledge the poor quality products they have sold to us, confirmed by their own repair team, and offer us a satisfactory resolution. Again, we are seeking to return the two unworn wedding bands for a full refund, and be refunded for the engagement ring minus the center stone, and to have the center stone sent back to **. We understand their policies, but an exception needs to be made given the circumstances. They have put such a damper on one of the happiest times of our lives and they need to take responsibility.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/22/2024

  Brilliant Earth contacted the customer on 8/21/24 and came to an agreement towards a resolution. The customer indicated this will satisfactorily resolve their concerns.