Amanda and her team were awesome! They graciously fit us in without an appointment. We didn't feel rushed and had a great experience. 10/10 recommend! read more

My fiancé and I began looking at diamonds in November. We had limited knowledge at the time, so our goal was to familiarize ourselves with the market and various retailers. Our search led us to Brilliant Earth and James Allen (the latter of which had very poor customer service, which I will address in a separate review). From the start, Brilliant Earth stood out as significantly more professional, demonstrating excellent etiquette and offering a warm, welcoming experience for prospective clients. Although we missed the confirmation email prior to our appointment, Jahlela greeted us with a genuine smile and made us feel immediately welcome upon arriving at the showroom. We reviewed diamonds within our desired price range and carat size, and Jahlela took the time to walk us through the Four Cs in a thoughtful and approachable way, without assuming prior knowledge or speaking down to us. She also provided a high-level overview of the company, which we appreciated. At no point did we feel rushed; instead, the experience felt intentional and personalized. While this is, of course, a sales environment, Jahlela made it clear that this moment was about more than just a purchase. She understood the significance of the decision and treated it as choosing something my fiancé will cherish as a lasting symbol of our love. With her guidance, we were able to narrow down the best options confidently and comfortably. In closing, Brilliant Earth was our first stop, and thanks to Jahlela, it was our last. She truly stopped us in our tracks and made it clear there was no need to look any further. read more

My wife and I spent months researching and fell in love with Brilliant Earth's Camellia eternity ring, the exact design she had always dreamed of with its delicate leafy branches and milgrain detailing. We received it from the Nolita store a week before our wedding, but the excitement quickly turned into heartbreak. When we went to pick up the ring, my wife immediately noticed the milgrain pattern was missing. No one at Brilliant Earth had caught this error. The staff acknowledged it but showed no empathy or accountability. The store manager never came out to speak with us or apologize, and two employees even suggested my wife wear the incorrect ring to the wedding and return it later. We stayed calm and tried to cooperate, but no one apologized or showed compassion. Looking back, I wish I had been more assertive because the patience we gave them was completely taken for granted. Our wedding photos ended up being taken with the wrong ring, and I exchanged vows with my wife wearing it. It was heartbreaking to realize something so meaningful had been mishandled. When we returned to the Nolita store right after the wedding, hoping for a resolution, the staff acted with the same indifference even though my wife was still in her wedding dress and about to be without her ring for weeks. Instead of helping, one associate told us to place a new order instead of fixing the one we had and even asked my wife to return the complimentary earrings that came with our purchase. Those earrings were a promotional gift for spending a certain amount, and being asked to return them on our wedding day felt cold and unnecessarily transactional. She also said my wife could "keep the empty ring box." We never met or heard from the store manager, and not one employee said "sorry." I accurately described this experience in the post-visit survey, but Brilliant Earth never responded. We later called customer service and spoke with a kind representative who escalated our case to a manager. She called us later that day, and I asked her to change our pickup location to the Flatiron store because we no longer felt comfortable with the Nolita staff. She agreed and said she would personally call my wife to apologize, which she did. She also offered a complimentary gift to make up for the experience, but we declined because we only wanted the ring repaired. She promised to look into the situation and call us back within three days after speaking with the store. That follow-up never happened. We later found out that she never changed the pickup location either, even though she said she did. The ring was still sent to Nolita. At that point, we decided to return the ring entirely because it had become tied to so much stress and disappointment. We contacted customer service again to initiate the return and were told the store had sent the ring to the production facility and that we would get a refund within 5 to 10 business days. More than a week passed with no confirmation or update. My wife had no ring to wear, and every time someone congratulated us and asked to see her wedding band, it reopened the emotional wound. What should have been a joyful milestone was replaced by frustration, guilt, and exhaustion. We called again to ask for written confirmation that our refund process had started. The representative said he could only "file a ticket" and that there was nothing else he could do. My wife broke down crying on the phone, pleading for clarity, but instead of empathy, the representative told her she was being "unprofessional." It perfectly represented how dehumanizing the entire experience had become. Two days passed and we still received no update or email. Losing all confidence, I contacted my bank to dispute the charge. The bank representative was empathetic and reassuring, promising to help us resolve the matter. Coincidentally, on the same day the bank opened an investigation, Brilliant Earth suddenly issued a refund with no communication or explanation. It felt like they only took action once financial consequences were involved. It is genuinely heartbreaking to associate what should have been a symbol of love with so much stress and disappointment. Brilliant Earth's designs are beautiful, but their quality control, customer communication, and empathy need serious improvement. When you buy a wedding or engagement ring, you are putting your trust in a brand that claims to celebrate life's most meaningful milestones. Our experience showed that Brilliant Earth values transactions more than people. If they truly believe in their slogan, "20 years of saying yes," they should train their employees to read the room, show understanding, and treat every couple's story with compassion. read more

Emily is amazing! She was great at looking at my budget and figure out what my fiancée wanted. The process was so easy and seamless. She was so attentive with me. read more

Jahlela was AMAZING!!! I had been shopping for my wedding band for a while and was stuck between a few options and could not decide. Jahlela was so kind and supportive, helping guide me to choose the one that was right for me. I would recommend her and this store a thousand times over! Jahlela and the entire team at the Nolita Location (including Savannah and Emily) helped me narrow down the wedding band by going above and beyond. I mentioned that I was having a hard time envisioning the ring because the sample sizes were bigger than my normal ring size, so there was weird gaping and spacing that made me question a lot of bands. Jahlela and Savannah thought creatively and brought my engagement ring out in a bigger size to try with the wedding bands, which helped me see what my ring would look like! I would recommend this location 100%. read more

This will be a long post so the short version: The service here is excellent and you're in good hands with Jacob. He will make you feel confident, knowledge and happy when you leave the store. Long version: If you are anything like me and you have absolutely zero knowledge about rings, weddings bands, or anything of that sort you should make an appointment with Jacob and he will put you on the right track. My fiancee and I made an appointment with Jacob yesterday so we can get an idea of what kind of wedding bands we want (our wedding is not til late summer but we like to get things done ahead of time). We met with Jacob and he was very kind. Before we even got into looking at the rings, he wanted to know more about us as a couple. It's a small thing but it really made us both feel seen and that we were not just another customer. After Jacob got to know my fiancee and I better, (which did not feel rushed at all), Jacob asked if we had a budget in mind and then we went to the display to try on some rings. Jacob's knowledge, experience and suggestions made both my fiancee and I both walk away thinking A) this was the best customer service we both received and B) we both have a better idea of what style of ring we want, the price range, the ring band width, etc. Just please don't rush over there at once because my fiancee and I would to go back one last time before we purchase our ring. read more

Beautiful designs...but they fall apart. Multiple rings have lost multiple stones. At this point it feels like my rings have been sent in for repair more than i've been able to wear them. Stones keep falling out, and I even take them off to mow. read more

I had the absolute pleasure of working with Jacob to explore ring and stone options for my engagement ring. The entire process was extremely straightforward, and everyone was kind and seemingly happy to be there and help make my vision come true! I'd definitely recommend Brilliant Earth to anyone looking for a ring or even other jewelry! Thanks again to Jacob! read more

I highly recommend the Lower Manhattan location of Brilliant Earth! Einav was very helpful and knowledgeable and did not pressure us to purchase a more expensive ring than we wanted. My girlfriend is very dedicated to the energy transition, so we were very happy to purchase a diamond that was made by carbon capture. She loves her "trash" diamond, which is flawless to the eye and and incredibly clear! We were able to get a much larger diamond than we anticipated. Go to Brilliant Earth get your special someone jewelry today! read more

Such a wonderful experience. My wife and I were assisted by Jacob Y. and he was so welcoming. Aside from being extremely thorough and kind about walking us through a wedding ring and engagement ring selection, he was patient and very knowledgeable while adding the right amount of fun and humor into our appointment. read more