Just recently got engaged and had a debrief with my fiancee about the details of the proposal, setup, and ring. Let me tell you I was shocked and upset to hear the experience he had with Brilliant Earth in regards to the ring. A litte bit of backstory, we had been shopping for several months and had visited the BE showroom a couple of times, because we had a good experience and we liked the idea of a customizable ring. However, when the time came to purchase the ring, my fiancee had purchased it about 4 weeks (Nov 20) before the proposal day, and after a couple of follow-ups, they had not given him a single update about the ring until Dec 18. They told him that it was delayed but he would still get it on time, and then again on Dec 22 told him it was delayed again and offered him a Cubic Zirconium replacement for the time being and for photos, because the proposal was on Dec 28. He canceled his order, which he had paid in full, btw, got another ring that we both had selected together and ended up proposing with that one. It is a shame that we had such good in person experiences at BE, but when the time came to actually help, the customer service was despicable for a huge company like this. Extremely upset and disappointed in the service my fiancee got, and extremely upset with BE. Definitely don't recommend getting a ring from them after this fiasco. read more

Setting a junk. After about two years kept loosing stones. We have lost a total of 4 stones out of this ring. We have sent this ring to Brilliant Earth for every cleaning and polishing. Now they claim the setting needs to be replaced at a cost of over 2000.00. They also claim it's because the resizing was done with someone else. That wasn't and issue prior to them working on the ring previously and never mentioned before. I would not buy anything else through this company. read more

Had such a great experience! Silver was absolutely amazing, so kind, patient, and incredibly knowledgeable. They really took the time to explain everything, which made the whole process feel easy and exciting instead of overwhelming. We left feeling like we actually understood what to look for and what mattered most. The front desk team was also very warm and welcoming, which made us feel comfortable right away. The store itself is beautiful and has such a calm, inviting vibe perfect for taking your time and asking questions. We also love Brilliant Earth's mission and commitment to sustainability and ethical practices. Overall, it was such an informative and fun experience. read more

If I could share negative stars I would because my fiancé and I's experience with this store was abysmal. I honestly don't even know where to begin with how badly Brilliant Earth has handled something as important as my fiancé's engagement ring--especially with our wedding happening this weekend. We trusted them with a simple resizing. That's it. Instead, they completely botched it and turned what should have been a straightforward, routine service turned into a stressful, last-minute crisis during one of the most important weeks of our lives. And their initial "solution"? They offered us a *discount* to pay for yet another resizing--after *they* were the ones who got it wrong in the first place. Rather than taking accountability and fixing their mistake, they tried to charge us (even if discounted) to correct their own error. When we pushed back and made it clear that this was unacceptable, things somehow got worse. Their follow-up solution was to offer a resizing *after* the wedding--which completely defeats the purpose. The entire reason we needed this done was for the wedding this weekend. Offering to fix it afterward shows a complete lack of understanding, urgency, or care for what this ring actually represents. And when we continued to push for a real, timely resolution? Silence. They stopped responding to our emails altogether--no updates, no accountability, nothing. Calling customer service didn't help either. The representative we spoke with today was dismissive and unhelpful, offering no real solutions--just generic responses and zero ownership of the issue. There was no sense that they understood (or cared) how time-sensitive and meaningful this situation is. This isn't just about a ring. It's about trust, accountability, and basic customer care--all of which Brilliant Earth has failed at spectacularly. If you're considering purchasing from them, especially for something as important as an engagement or wedding ring, I strongly urge you to think twice. When something goes wrong--and clearly, it can--you may be left scrambling at the worst possible moment with no real support. Absolutely unacceptable. read more

I recently visited the new Beverly Hills location and wow -- the whole experience was an upgrade! Jennifer was absolutely helpful in helping me identify the style and size of ring and stone I wanted, and she skillfully helped focus the appointment on the main things I wanted. The new show room is beautiful and offers a much wider and well-organized selection of rings as well as other jewelry. read more

A Truly Magical Experience at Brilliant Earth West Hollywood I know reviews on Brilliant Earth can be mixed, but my experience was nothing short of magical. I first found them because I was looking for an ethically grown lab diamond from a company committed to sustainability and zero waste practices. Before my in-person appointment, I called customer service and spoke with David Cardoza, who was not only incredibly informative but also walked me through what to expect during the visit. His thoughtful explanation helped ease any nerves and made the process feel approachable and transparent. When I arrived, I was helped by Shiloh Wersen, who was an absolute gem. She not only answered all of my questions, but also patiently answered every single one of my two best friends' questions (and trust me, they had a lot). What impressed me most was that Shiloh went out of her way to help me explore more economical diamond options so I could stay within budget--something I really appreciated even though I ultimately chose a different stone. Before we left, Shiloh gifted me a complimentary keepsake--and even offered one to my friend, simply because she was with me. That kindness didn't end there. Shiloh stayed in touch via email, guiding me through the next steps and even supporting my now fiancé with the final purchase. She ensured the ring was ready just in time for the engagement date we had in mind. I can't recommend this Brilliant Earth location enough. The staff was warm, helpful, and genuinely cared about making the experience special. I walked away with a ring I absolutely love--and yes, I've definitely noticed some admiring glances from other women too (hehe). read more

My husband purchased my wedding ring from Brilliant Earth. Initially, the in-store customer service was great, and we were happy with our purchase. However, less than a year later, a small stone fell out. They acknowledged it was due to a flaw in the craftsmanship, replaced the stone, and repaired the setting at no cost. Years later, the same stone fell out again. This time, they claimed it was my fault--even going so far as to suggest the first incident was also due to my handling, despite previously admitting it was a manufacturing issue. They offered a "discounted" repair fee of around $225, which I paid. It took weeks just to schedule an appointment to speak with someone. Eventually, I received an email stating that during the repair process, their team determined it would be better to remake the ring entirely--at no additional cost. However, I had already paid over $200 for a repair. When I called to ask what that payment was for if they were remaking the ring, I was told I'd need to schedule another appointment--again, days or weeks out--just to get an answer. Frustrated, I told them to just proceed with the remake and return it as soon as possible. This entire process took weeks. We ultimately decided not to purchase the matching band from Brilliant Earth. Instead, we went to a local jeweler who hand-crafted a beautiful, high-quality matching ring in far less time. I'm very disappointed in Brilliant Earth. I still don't understand what I paid for, and the fact that all repairs are outsourced to another state only adds to the delays and confusion. The quality and service have clearly declined. read more

Extremely Disappointed - Poor Quality and Even Worse Customer Service I rarely leave bad reviews, but I feel compelled to warn others. I ordered an engagement ring in May, and it's been a nightmare ever since. The ring arrived bent, with deep grooves and visible damage -- completely unacceptable for something meant to symbolize a lifelong commitment. This is now the third time I've had to send it back, and my fiancée has spent more time without her engagement ring than with it. That alone should tell you how poorly this has been handled. Every time it's returned to me, something is still wrong with it -- either the same issues weren't fixed, or new problems have shown up. To make matters worse, customer support has been incredibly unhelpful throughout this process. They've offered no compensation, no urgency, and no real effort to make things right. I've explained the situation clearly multiple times, and they've done little to speed things up or take accountability for the ongoing issues. What should have been a joyful experience has turned into months of stress and disappointment. I can't recommend this company to anyone based on my experience. Still no update!! read more

Brilliant Earth - Left side bend bad showroom said unacceptable they shouldn't have sent it out like that - Jewelry Near Me - Beverly Hills, California

I would not recommend this company to my friends or family. My experience was extremely disappointing. Two months after purchasing a ring, I had to cancel my order because the company kept changing the pickup date. I constantly received conflicting information--at one point, they even emailed me saying the ring was ready, so I scheduled an appointment and drove an hour to pick it up, only to be told it wasn't actually ready. The lack of communication and organization was incredibly frustrating. Use this company with caution. Be prepared for delayed pick up times. read more

My boyfriend and I received excellent service from our consultant Hawk. They made the terms easy to understand and the process very smooth, specially for my boyfriend. Since I already knew what I wanted, I was given the option to step in the waiting area while my boyfriend talked about pricing as well as pick the diamond. My boyfriend and I were very impressed by the quality service. read more

Brilliant Earth - Waiting area - Jewelry Near Me - Beverly Hills, California

I loved our appointment with Hawk. Hawk did all their homework is it pertained to our preferences and what we wanted to see. I tried on every single ring I wanted and landed on the first one I tried on. Hawk understood my tastes and was so helpful in providing information. We loved the customer service experience we got at Brilliant Earth. The online process was easy for my fiancee that it was the natural choice for picking my wedding band. We were early and were seen right away, and our appointment time flew by. 10/10 loved our visit with Hawk and we'd absolutely love to return again and again for milestone rings. read more

Brilliant Earth - Grand Lunette wedding band - Jewelry Near Me - Beverly Hills, California

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It's been almost a year since we purchased an engagement ring from BE. None of the side diamonds or main diamond has fallen out. The prongs are still going strong. I continue to receive compliments everyday. There are scratches on the bottom of the band as I wear this daily. The band I chose is no longer an option on the website. I recommended a few friends and co-workers to check out BE. Some bought their engagement rings from this location. Overall I'm more than satisfied with my ring! read more

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I got my bridal set thanks to Brooklyn for her break down and help with getting me the right ring I was looking for. Thank you for your help n time . read more

I had an appointment with Brooklyn over the weekend and it was a 10/10 experience! She was very personable and I appreciated that she made the experience so comfortable. I felt like I could answer all questions without judgement. We have a follow up appointment in a few weeks to look at more rings, and we're excited to come back! read more

I purchased a $17k ring from Brilliant Earth in 2017 and got it insured through Levalier through brilliant earth. Fast forward to now, the band cracked and one of the emeralds fell out. Levalier said I had to send the ring to Brilliant Earth in New Jersey for the repair. Brilliant Earth called me a month later and said they refused to replace the emerald, no explanation as to why. They offered to reset the big diamond from my vintage ring in a new setting and keep the rest of the ring. Who on earth would accept that as a solution for a one of a kind estate ring? They have now had my ring for nearly 2 months and are sending it back to me missing 2 additional stones that were intact when I gave them the ring. Absolutely criminal. They are sending me back a broken ring with the 2 new missing stones in a plastic bag. I have never had worse service and this is absolutely unheard of. Do not trust this company with any jewelry ever. The person "handling" my case at BE was just like, we broke your ring and are sending it back as-is. I cannot get in touch with anyone to complain about this. These people are frauds and I cant believe this is even happening. What a joke. This ring means a lot to me and I am not sure when, if ever, I will get it back. In worse condition than I sent it to them. read more

Had an appointment with Hawk, and she was great! Very informative, friendly & helpful. Selection of rings to look at & overall great customer service with all the other workers was amazing. I would recommend coming here read more

Brilliant Earth was like the tenth place I went to find an engagement ring for my boyfriend (now fiancé!), but it should have been the first! From the day-of appointment I made to see their showroom to the day I picked up the final sized ring (all in less than three weeks!), this was the BEST experience I could have ever imagined. Hawk Ongchangco, the consultant who met with me at the West Hollywood location, quickly got to know me (their vibe is so warm and bright!), taking in all the information I had from my search for the perfect ring. We got on the same wavelength quickly and together selected four beautiful designs, two of which became my BF's finalists. All the while, Hawk answered my unending questions with extensive knowledge, never saying more than they honestly knew. After leaving other places (especially in the Jewelry District) feeling like I was being hustled or pushed in a direction I did not want, Hawk's collaboration with me was so refreshing! I really appreciated the range of designs they had, from spellbinding single stone rings (which were so fun to try on!) to the more elegant channel and inset settings that my BF and I both desired. In particular, we loved how their settings have real character and beauty, beyond just the stones. We ultimately picked the Astra, exactly what he wanted as an engagement ring to wear for his whole life, and what I thought was the most elegant and captivating ring I saw in my entire quest. Once again, I really appreciate Hawk's help with my case, helping me get an unsized loaner in the same Astra design, so that I could propose on the exact date I wanted, then getting me the sized ring less than a week later. They were also incredibly helpful in figuring out the best way to pay for the ring, and I ultimately stayed within my budget while coming home with exactly what I wanted. I was glad to get a lifetime protection plan that covers resizing and repairs--this gorgeous ring is going to be in our lives for many years to come! We already have Brilliant Earth in mind for our wedding bands, and maybe another treat or two! Thank you so much! read more

My consultation with Brilliant Earth was extremely helpful for my girlfriend and I when looking at engagement rings. Lilian ran our appointment and was extremely knowledgeable with what she had to say. We learned a lot and were very satisfied with this experience. Highly recommend! read more

Brilliant Earth - Jewelry Near Me - Beverly Hills, California

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We had such an incredible experience selecting our wedding bands with Bri at the West Hollywood location. Bri was incredibly knowledgable, patient, and helpful through the entire process - it can be extremely frightening to find a ring and stick with a color or design forever, but Bri made the process so light and fun for both my fiancé and myself. My fiancé selected a rose gold wedding band at our appointment and ended up shifting and deciding on a gold band in the same style just a few days later - when we let Bri know, she was so eager and willing to support us with that exchange process in selecting his forever ring and we didn't feel rushed to make our decision in doing so. I truly, TRULY could not have asked for a better experience for such a personal, intimate time in our wedding planning process. My fiancé also worked with Shiloh last year to surprise me with my DREAM engagement ring from Brilliant Earth and he also raved about his incredible experience with them, as well. Truly a one of a kind team, and a one of a kind experience - we could not recommend the team and this company enough! read more

Brilliant Earth - Jewelry Near Me - Beverly Hills, California

We had an appointment today to look at a wedding band for myself and everyone at Brilliant Earth was so welcoming! We had the pleasure of working with Hawk! She was super friendly, helpful and knowledgeable and made the process so smooth and easy. We went with the Lunette and I cannot wait to pick it up next week. Highly recommended!! read more

My sister and I worked with Shiloh and she was so friendly and knowledgable. She answered all our questions, was prepared with specific diamonds to help guide my sister to finding what she might want in an engagement ring. By the end, my sister fell in love with a specific setting and knew what type of cut and carats she wants. Thank you, Shiloh!! read more

Had a great experience at Brilliant Earth thanks to Rain. Super knowledgeable, patient, and genuinely helpful! She made the whole process easy and enjoyable. Highly recommend working with her! read more

Brooklyn Phillips is the best! I am very indecisive and she answered all my questions. She also sent me a follow up email with three additional diamonds to select and they were all my favorite. She made me feel comfortable asking any question. She knew the answers to all of them, and she also gauged to see which ring I was genuinely the most excited about. I definitely recommend her. I left feeling like I could tell my boyfriend pick whatever she recommends. She knows what I want. She truly cares and values your time and happiness. read more

Hi everyone, Let me begin by thanking Rain who made this whole process so much less daunting. Rain represents brilliant earth in every possible way, her grace, her knowledge, her patience, and it truly is the most important to give her the credit here and the bulk of the review because it's my experience with her that shaped up the opinion I have to give about Brilliant Earth. I won't comment on my ring of choice just yet, but the service was above and beyond and if you've done your research on the ring and were considering who to visit, know that Rain will treat your experience as its own unique experience. I have no doubt that any of the other consultants are absolutely fantastic, I am simply relaying my experience with Rain, and if you happen to see this Rain, thank you for the above and beyond you worked with us on, your expertise is beyond valued! The only thing to comment on this far is that Brilliant Earth does not have a contact for the individual locations and that makes it a little tougher to reach the same person you worked with, but otherwise, great service and very helpful people. read more

My boyfriend and I had the pleasure of working with Brooklyn at Brilliant Earth! Brooklyn took the time to walk us through all of our options, patiently answered every question, and made what could have been an overwhelming process feel easy and exciting. Thank you, Brooklyn, for being such a helpful and lovely part of this special chapter in our lives! read more

After two months of back and forth over now the second time the ring losing a stone, and the company gaslighting me over being responsible for fixing it (first time was confirmed the integrity of the ring build and covered 100%) and the second time was literally exactly the same. They turned around to advise me the ring now needs to be fully remade. (they stated at no cost to me after I already paid for the repair) so they stated they will refund me the fee (still haven't received that refund) and then was called today to be advised the rebuild is now a custom bc they no longer carry that ring and I won't see the ring until December. So 90+ days?? I literally provided a photo of the matching band to a local jewler who custom molded and made it within two weeks. So I'm assuming they are outsourcing and sending my ring to China for a cheap rebuild. I emailed after the call to see if I can just get the ring back as is so I can pay a real jewler to rebuild it locally. No response. I cannot believe the back and forth and now I am looking at months without the ring. I will never purchase from them again. read more

Had a great experience at Brilliant Earth! We stopped in last minute without an appointment and were lucky to be helped by Brooklyn. She was so kind, patient, and knowledgeable--she really helped both me and my boyfriend get a better sense of what we want in an engagement ring and wedding bands. Looking forward to our next appointment to nail down the right ring. Highly recommend! read more

Worked with Brooklyn today, and she was an absolute delight! She made everything so seamless and with no pressure to buy but made my partner and I feel so comfortable can wait to continue working with her and brilliant earth! read more

Shiloh has been so amazing during both of our appointments. She even took the time to send us the rings my girlfriend's little sister said she liked. Definitely recommend going and seeing her! She's sent us so many amazing recs to look at and takes the time to get to know us! read more

Brilliant Earth was a bit of a Hail Mary when I needed a wedding band just a few weeks (long story) before my wedding. I was a bit nervous ordering online, and saw I could go into a store in LA to try on rings. I ordered the ring I wanted because there were only a few openings to go into the store and I wanted it to be delivered ASAP. When I went into the store I expected them to be a little pushy/uninterested since I had already ordered online, but the girl who helped me (I want to say Maria) was SO kind, patient, and helpful! She had laid out the bands I wanted to try and was incredibly patient with my wanting to try basically every band. The band I had ordered was not in store and she even went out of her way to request additional photos of it from other stores. She was incredible. My band came SO quick and in time for my wedding! I absolutely love it. read more

Brilliant Earth - Olivetta Band - Jewelry Near Me - Beverly Hills, California

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My partner and I had an appointment with Raine to look at engagement rings last weekend and it was such a fun experience! Raine was very helpful in reviewing differences between lab grown diamonds and moissanites and helped me make a decision on the perfect setting. I went from knowing nothing about rings to nailing exactly what I was looking for. Thank you Raine!!! read more

Brilliant Earth - Moissanite vs Lab grown diamond examples - Jewelry Near Me - Beverly Hills, California

I scheduled an appointment 3 days in advance for an engagement ring consultation on a Saturday. I get a text 50 mins prior, confirming my appointment. Then, I get a call 20 minutes later CANCELLING the appointment without an explanation. It's generally considered rude if a customer cancels an appointment 30 min in advanced. It's unacceptable, especially for a chain, to cancel on a customer 30 mins prior with no explanation. read more

If I can help any couple out there, DO NOT ORDER FROM HERE!!! This ring was the most stressful and taxing part of my wedding planning. The. MOST. For a company to say they pride in customer service, their company policies do not show it. I had two settings with them, both had problems. First: the rhodium plating peeled after 2 months on a white gold setting (this typically happens, but you typically wouldn't need to dip a ring in rhodium until 1-2 years). At first, Customer Service gaslighted me, saying I used lotions, my hands were oily and I made the metal disappear in 2 months, which I did not do. I was warned about this and took off my ring when I put sanitizer/lotion on my hands. I can understand if I was more careless that it can be my fault, but if I am putting extra effort to take care of the ring, that means the metal shouldn't be peeling 6x earlier than it should be. After back and forth, they finally let us exchanged the setting for another one. My partner decided to get a more expensive metal (platinum) with diamonds on the side so we wouldn't have to deal with the peeling metal problem. Second: After 19 days, I noticed a diamond missing from my setting. I was shocked. After that first incident, I was EXTREMELY careful with my ring. I took it off to wash the dishes, cook, wash hands, shower, clean the house, everything. I was so sad. After 19 days, a diamond fell off? I had given up. I just wanted a refund and to get one somewhere else. My fiancé had to speak to three customer service representatives until they let us return the ring to "evaluate". But, after I was gaslighted the first time, I knew that they would say it was my fault. Did I call it or what? They said I damaged the ring and that we can't return it because exchanges void the 30 day return policy. My partner fought them even more and they said our two options are: 1. They would fix it this one time only. So, if another diamond falls off in 19 days, they won't help me. 2. I can exchange it for the another band with the metal value of this band - $384. This band cost $2090 when my partner bought it. I am disappointed at the lack of support and empathy this company has. After my husband called one day and he asked me to talk to them too, I just burst out in tears. I spent a majority of my engagement (7 months) without a ring - the time when you want to show off and boast. Finally, they gave my husband at least a partial refund on the ring. Better than the other two options above. We took the loss on the rest to not have to deal with them. They got $1,000+ from us, but lost customers for life. But, please, PLEASE don't order with them. I spent nights crying over how stressful dealing with this was. It is not worth it. Only redeeming quality - their team is so nice and friendly, but couldn't do anything to help us. Totally not their fault. The company just sucks so bad. read more

Brilliant Earth - Missing diamond after 19 days - Jewelry Near Me - Beverly Hills, California

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We had a wonderful experience at Brilliant Earth. Shiloh was amazing! Super friendly, patient, and really helped us find exactly what we wanted without any pressure. We had a great experience at Brilliant Earth. read more

Shiloh Wersen did an excellent job patiently talking us through the selection process. She was kind, smart, knowledgeable, helpful ​and efficient. Highly recommended the store and Shiloh. read more

The staff was friendly, kind, and accommodating. Shiloh in particular was fantastic and helped me understand the differences between stones - highly recommend Brilliant Earth! read more

Rain was very helpful and informative during my walk in visit. She played out several options for me to choose from and brilliant earth has a huge selection of settings and diamonds to choose from. read more

UPDATE: after being reached out to by brilliant earths executive senior management I was told they want to ensure my 1 star experience becomes a 5 star experience and they asked how they could help. After asking for an expedite, or extended cancellation period so I can ensure the product is made correctly given the previous error, they refused both and asked what else they could do to make things better. I explained that given I can't get a wedding band by my wedding and I can't ensure I can get a refund if it is again remade incorrectly, why don't they tell me how they think they can make my experience better? The kicker: They told me extending the policy violates their company values / mission to minimize waste but because they were a very philanthropic organization they were willing to donate on my behalf to make up for messing up my finances wedding band and trying to make it up to me. Imagine using a tax break for the org as a fix to the problem at hand... Take your money and run this organization isn't worth your time or money. ORIGINAL REVIEW: Would love to rate lower if I could. - Brilliant Earth sold us on a ring they committed to making per the design we saw in store - Brilliant Earth did not make the ring per the measurements / specs we were shown in location - Brilliant Earth provides ZERO ability to directly contact any location you've interacted with - Brilliant Earth doesn't actually submit requests for follow ups when they are requested - Brilliant Earth, after remaking the ring to incorrect dimensions offerred to remake the ring, but was the late to actually make the ring even though they committed it would be done prior to our wedding - Brilliant Earth refuses to provide refund if the ring comes back still incorrect because their policy requires that even if they make the ring incorrectly and have to remake it, if the remake happens after 30 days they refuse to refund, even if remade improperly - Brilliant Earth sales staff has ZERO control over manufacturing and timeline and while they have positive intentions have negligible ability to provide a positive customer experience. My fiance's ring will not be arriving on time for our wedding and Brilliant Earth has done next to nothing to ensure we are taken care of outside of denying any expedite or support on our order outside of an outright cancellation. I would never trust them with an important occasion and would never buy from this company again. read more

Had a great appointment with Rain yesterday! Brilliant Earth appts offer much more than a standard ring appt with a designer! Rain spoke from a very educated perspective about different design standards, how different designs work with different types of diamonds, and then diamond knowledge. Very educational and fun too. This is a good appt to book weather you're just beginning to look at rings or nearly ready to buy. 10/10 recommend. read more

Honestly disappointed with our experience. Online it says appointments are not required but I made one anyways and accidentally made it for the next day (100% my fault) however I called ahead of time to say we would have a party of 4 and a baby for our appointment at 12 and asked if we could still come in and the guy on the phone said it isn't a problem at all. Then we arrived and there wasn't any other customers when we were there and after we were in the room looking at rings a women came in saying we needed half of our party to wait outside because they might have more customers come in (which they did not). Really sad because I was looking forward to the experience of picking out our wedding bands and having my mom and sister with us but oh well. Wish they would have just told us over the phone so we could have planned accordingly. Our helper was very nice her name was Rain and the only reason I am giving them more than 1 start read more