This review is for the Union Square store in San Francisco. My husband purchased a tennis bracelet for me for Christmas and within a month a stone fell out. We took the bracelet in to see what could be done. There is nearby paid parking but no dedicated parking because it's San Francisco. We arrived as a family, kids in tow. You have to press a button to be buzzed into the building. Then you go up in an elevator and once you exit you need to be buzzed in again to the actual showroom. It's a small but beautiful room. The associate who helped us, I can't remember her name (Lila?), Asian, dark hair, young woman. She was amazing! She coordinated a refund of the bracelet immediately. She then took the time to show us pieces in the showroom. At first the selection seemed limited, but if you have time to try on a couple items, that's all you really need to fall in love with something. The associate was the opposite of pressure, she put us at ease. She did not rush, she educated and listened. She was lively and had us in tears with laughter. It's was a joy to interact with her. She showed us items online and told us that we could select any item online to be delivered to the showroom to try on. It was a wonder experience. read more

I rarely write reviews, but after this experience, I feel obligated to warn anyone considering purchasing an engagement ring from Brilliant Earth: please think twice. What should have been one of the most meaningful and exciting moments of my life turned into a frustrating, stressful, and honestly disheartening process from start to finish. From the very beginning, the entire experience felt transactional, like I was just another sale in a pipeline rather than someone making a deeply personal, once-in-a-lifetime purchase. During my initial visit with my soon-to-be fiancé, we were already met with an uncomfortable and off-putting atmosphere. We were literally standing on the wrong side of the glass, and the associate assisting us made passive-aggressive, borderline rude comments. The tone completely shifted only after she realized we were serious about making a purchase, which made the interaction feel insincere and performative. Communication only got worse from there. After selecting a ring, I received no proactive follow-up whatsoever. Weeks went by before I had to chase them down myself just to move things forward. Even then, communication was inconsistent and unreliable. Calls went unanswered, messages weren't followed up on, and I constantly felt like I had to push the process along on my own. When I finally tried to move forward more urgently, things somehow got even worse. One representative couldn't even find my profile and was dismissive and unhelpful on the phone, with a tone that came off as rude and passive-aggressive. After calling back, I found out they had created multiple profiles for me, and somehow still managed to lose critical information like my ring size and diamond details. For a purchase of this importance and price point, that level of disorganization is unacceptable. Despite all of this, I still moved forward and even brought my family in to share the moment. I paid a $6,000 deposit, expecting things would finally go smoothly. Instead, I was hit with new requirements that were never communicated upfront--like needing to pay in full before receiving the ring and restrictions on changes. Financing options were also brought up far too late, as if I should have somehow known policies that were never explained. The most frustrating part? When I attempted to resolve these issues professionally, I was met with silence and lack of accountability. I requested escalation and follow-up from leadership and received nothing. No call, no meaningful response, just continued disregard. At this point, I have completely lost confidence in this company. Between the poor communication, disorganization, rude customer service, and the overall sales-driven attitude, this has been one of the worst customer experiences I've ever had. If you are planning to get married and want a process that feels special, supportive, and respectful, do not go here. There are plenty of other jewelers who will treat you like more than just a transaction. I am now pursuing a full refund, which frankly should never have been necessary in the first place. Save yourself the stress and go somewhere that actually values its customers. read more

It's that time, time for some engagement ring shopping, and the name Brilliant Earth came up in searches, so we decided to make an appointment. To book an appointment, we went online, and clicked the SF location, and picked a time. Once our appointment was confirmed, we got an email from the salesperson who would be helping us, Caroline, asking me if I had any preferences for styles before the appointment so she could prep. Unfortunately I didn't because I have no idea what I'm doing. Then came time for the appointment. We arrived to their showroom, and it started right at 1pm. Caroline was amazing from start to finish, being able to guide us through the process, talking my girlfriend through what she likes, and eventually showing us different size diamonds. While we didn't purchase that day, we received a post appointment email with all the specifications that my girlfriend liked. While the showroom isn't huge, they have a lot of different bands and diamond cuts so you can try-on in real time. If you have specific diamonds that you want to see, they recommend giving them 10-days in advance so they can bring in the ones you are looking for. The only reason for the drop in a star is that their text messaging and generic emails were too spammy for my taste. I was trying to be discreet with my partner, and I'm getting multiple texts a day from Brilliant Earth. I had to unsubscribe because it was too much for my liking. read more

The ring did not appear as pictured. Brilliant Earth suggested a repair when concerns were brought up on January 21st (during the 30 day return window). If they did not suggest this the ring would have been returned. The repair fixed nothing despite assurances it would. Had I known the repair was not guaranteed/not going to be successful I would have returned. Now Brilliant Earth has the money and the ring. They refuse to allow any returns read more

Brilliant Earth - Jewelry Near Me - San Francisco, California

I had an amazing experience at Brilliant Earth thanks to Faith. She was incredibly kind, patient, and knowledgeable throughout the entire engagement ring process. She took the time to answer all my questions, never rushed me, and truly made what could have been an overwhelming experience feel smooth and enjoyable. Her professionalism and warmth made a huge difference, and I couldn't be happier with both the ring and the service I received. Thank you, Faith, for making this such a special experience! If you have a choice always request Faith! She is located in the Pasadena store (: read more

I think brilliant earth is a good place to start when deciding what ring you want because they have so many options but I wouldn't purchase one from them. Also the sales associate I worked with was kind of pushy... kept saying you could buy and then return if you don't like it (which is true but it's also a big purchase). We did end up buying a ring but the quality was very poor. It came scratched on the top of the band and the prongs weren't symmetrical. I had noticed that on the showroom ring and hoped it was a one off/makes sense the quality of that ring would be great, but seems like the showroom ring is almost an exact dupe so if you see anything wrong on the showroom ring, it will probably show up on your actual ring. read more

Brilliant Earth - Scratch on top of band - Jewelry Near Me - San Francisco, California

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If there was anything that was actually true on the Website I might have given another star. What I wanted was said to be available for pickup up at SF Grant St store, it was not. Service was slow to non existent and pretty much indifferent to my requests through their virtual sales and no way to contact store directly. Had to go through national sales dept. very disappointed read more

Completed a purchase for an engagement ring using a credit card via Apple Pay on their mobile website. 24 hours later, I received an email from Brilliant Earth Order Protection stating "We regret to inform you that we were unable to process your payment using the credit card provided due to security purposes.  A refund for your initial payment will be processed promptly. To continue with your order, we are happy to offer alternative payment methods. We can accept payment via PayPal or Bank Wire.   Please let us know your preferred payment method, and we will send you the necessary details: 1. A PayPal invoice for payment via PayPal. 2. Instructions for making a Bank Wire transfer.  We sincerely apologize for any inconvenience this may cause and are here to assist you with any questions you may have. " I found this highly irregular. After contacting them, I received a PayPal invoice. Before I went to pay it, I checked my CC statement, and the charge had gone from "pending" to "processed." This conflicts with my personal and professional (fintech) experience with refunds that occur by a merchant within 24 hours of a purchase made on a weekend. This made me nervous. They wanted me to pay an invoice for the order amount via PayPal before I even got the refund AND the transaction confirmed as processed: very odd and suspicious. I found the whole process unusual and it triggered that part of my brain that is always looking out for scams. I was told by the first chat support rep that this situation happens when users pay via Apple Pay because BE has no way to do additional verification on the card numbers due to Apple being in the middle obfuscating the transaction. This checks out from my perspective and experience using Apple Pay in the fintech industry. However, in that case, I find it irresponsible for BE to offer this payment method knowing it will result in this alt process. All of that being said, this was just my experience, and I understand and respect that the likelihood of this being an actual scam is quite low. More likely, Brilliant Earth is protecting their business from fraud, which I respect; however, the experience of them prioritizing this protection over my user experience was sub-optimal. I ended up canceling my order, and I'm awaiting a full refund. I will update this review if anything additionally poor happens. read more

The customer service is among the worst we have ever experienced. My mom ordered a necklace, and somewhere along the delivery route, the necklace was stolen, and a sloppily taped up empty box showed up. This was probably not the fault of the store, however, in attempting to resolve the problem, my mother found it difficult to talk to a representative who could consistently help her. Brilliant Earth eventually issued a credit, and with my help, my mom reordered the necklace, but this time, specified that it be delivered to the closest store, which was in Chestnut Hill. When the necklace arrived in Chestnut Hill, Mercedes, a store rep, told my mom the necklace was in the store and ready for pickup. Two days later, I drove to the store to pick up the necklace, and after waiting for a few minutes, I was told the necklace wasn't there. Hannah, the woman I spoke with, could not explain what happened to the necklace. I was furious, and to Hannah's credit, she was very patient and apologetic; but why was my mom told by Mercedes two days before that it was ready for pickup, and if there was a subsequent problem, why did no one extend the simple courtesy of contacting my mother? Hannah simply had no idea what happened. My beef is not with the many individuals we spoke to, who were consistently pleasant and courteous, but with the system, which doesn't give the rep a clear chronology of the transactions. Furthermore, it is totally unacceptable to be unable to directly reach a human being in the store. Instead, we were either told to make an appointment or wait for a message to be sent to the store for an eventual callback. This is horrible customer service, and for this reason we will not conduct business with this company ever again. read more

Wish I could give zero stats. I would strongly urge you to think twice about buying from Brilliant Earth ("BR"). Placed my order months ago . Not a unique piece/ring, not a standard piece/ring....an in-stock GIA certified diamond . Delivery is now weeks late. They cannot provide a tracking number (in fact have stated they don't use tracking....huh?!). Blamed delivery delay on the time needed for craftsmanship....huh? Said their quality control team needed extra time...huh? It's a certified diamond, ship it. Was promised on a number of occasions a call from a "manager", nope, never happened. Send screenshots, hang up (end chat). My prediction is that they will never actually deliver what I ordered and, instead, will continue to push the "estimated delivery" so they can hold on to my $, then tell me there was a mix up (or they can't find the diamond), then offer an alternative (not a refund) that is more costly, and it will take months to get my money back. read more

I regret this purchase big time. I purchased a platinum ring with a large opal center and 2 small diamonds on each side. The opal quality is horrible, absolutely no colors, just solid white. I brought it to get resized and the gentleman at the shop showed me opals much higher in quality and color, and for the same price. I love their commitment to ethical sources, but I so disappointed in the quality. Hopefully I can sell it and get a little bit back. read more

Brilliant Earth - Beautiful setting, terrible Opal quality - Jewelry Near Me - San Francisco, California

DO NOT BUY FROM BRILLIANT EARTH! I've purchased TWO rings from them, and while their designs are nice, the customer service is an absolute NIGHTMARE. They NEVER respond to inquiries, NEVER keep you updated, and they clearly don't care about their customers. I've been WITHOUT my engagement ring for FOUR MONTHS! How is that even possible when I bought the lifetime warranty and sent it in for a simple pave ring repair? Turns out, they didn't have the decency to let me know it needed a COMPLETE REBUILD. How ridiculous is that?! I've called them OVER 10 TIMES and gotten ZERO follow-up. I am absolutely APPALLED by this level of incompetence and disregard. If you want a company that actually gives a lick about you, go to a local jeweler who knows what customer service is! BRILLIANT EARTH, GET IT TOGETHER! read more

Will not give us the difference between exchanging a ring with a LESS expensive one. An absolute scam of a company.

Do not purchase jewelry from this store, maybe loose diamonds, but not jewelry. They do NOT stand behind their product, nor do they value their products post purchase. I purchased a diamond tennis bracelet for my wife where the clasp broke after MAYBE 10 uses. It was a very weak design of a clasp, to which the customer service agent even admitted to directly. I shipped the item back to get fixed, as per their lifetime jewelry warranty, but I was told they could not fix it. Their solution was, IF THEY HAD ONE IN STOCK, they would replace it directly, but since they do not they could only offer me 50% of the original purchase price as a credit. So it is worth replacing to full value, "if you had one in stock" but since you conveniently do not then it is no longer valued the same. I got nowhere with that representative, nor management, and was ultimately left with an unusable tennis bracelet I am hoping to get fixed somewhere else. Nothing like customer service who "agrees with you that the design was flawed, but there is nothing they can do about it" or are willing to do about it. Let's be clear, I have purchased 4 times from this company and every time has some type of customer service issue, so this isn't a one time thing. It was just the most recent, most shocking, and will be my last. Other things were providing complimentary expedited service that I was charged for afterward, guaranteeing delivery by a specific date but then delaying it for 2 weeks after. There are too many companies out there like this one, so find another one. read more

So happy I choose to buy my diamond here. Quick secure purchase and delivery. Online customer service was helpful and nice, made me feel comfortable going forward with the purchase. I'm very happy with my new beautiful orange diamond! read more

Brilliant Earth - New beautiful orange diamond , I love it! - Jewelry Near Me - San Francisco, California

This post is less about the Pasadena showroom and more about the company's overall customer support and product. I had a very disappointing experience with Brilliant Earth after purchasing the 14K Yellow Gold Engravable Diamond Sunlight Charm. While the product itself looked fine initially, the customer support experience afterward was extremely frustrating and unhelpful. The day I received the charm I clasped into onto a necklace chain and wore it out to dinner. At dinner I realized the charm had fallen off the chain and was no where to be found. I was devastated as this was my birthday gift from my husband and had our daughters initial engraved on it. Fortunately that evening when I was changing I found the charm and clasp in my nursing bra. I realized that the clasp that came with the charm to secure it on a chain was not secure at all and easily un-clasped. I took the charm and clasp into Brilliant Earth to see if they would provide me with a better clasp or solution. They gave me the option of getting a new clasp of the one already provided stating that the first one may be faulty, or to pay over $100 for an upgraded clasp. I already paid over $600 for the charm that I almost lost the first day wearing it, why should I have to pay another $100 to make sure I don't lose it?! I went with option 1 of getting a new clasp (the same as the first provided). When I received it, it was just as easy to open as the first and I have not felt comfortable wearing the charm in fear of losing it again. I will now take the charm and clasp into my local jeweler to pay them to sauder the clasp closed so that I don't run the risk of losing it again. This is the last time I will be shopping at Brilliant Earth. For a brand that markets itself as premium and ethical, the post-purchase support was surprisingly poor. Jewelry is not a casual purchase, and customers should feel supported if something goes wrong. I would strongly caution others to consider the quality of customer service and the product before purchasing from Brilliant Earth. read more

We've been loyal customers of Brilliant Earth, but after this experience, we won't be back. We sent in three rings for repair due to discoloration--two after only two years and one after five. For jewelry at this price point, the quality is disappointing. All three needed over $700 in repairs. The service was equally frustrating. I was told to ship all three rings together, then later told they should have been sent separately. We asked about upgrading a diamond and were assured there'd be no cost to adjust the setting--only to later be told it would cost over \$600 for a new setting. At one point, we were even told the engagement ring's location was "unknown." It then sat for over two weeks before anyone started repairs. This level of quality and service is unacceptable. We'll be taking our business elsewhere. read more

Worst customer service I have ever experienced. My ring keeps being delayed without notice. I am expecting a 5 carat ring to be delivered and it requires a signature. No one at this company knows what they are doing and it is impossible to speak to the same person twice. They are in possession of money from me in the FIVE digits and no one can tell me where my ring it. Every time I call I am told I have to wait for a supervisor to call me in over 24 hours!! This is a con read more

Welp. My fiance got my engagement ring from BE years ago and now that we are finally approaching our wedding we made an appt to see a wedding ring for him. He knew what he wanted to see and I gave them the ring info and was assured it would be in the store for our appt today: Drove 5 hours. They didn't have the ring! So frustrating and might just go get a ring elsewhere. We both took the day off work so this was a big loss money and time wise. Apparently this experience is common read more

Scam company: I want to share my experience at Brilliant Earth to help others avoid the heartbreak and frustration my fiancé and I went through when purchasing an engagement ring from this company. While the sales associates were lovely, we were repeatedly duped and misled, ruining what should have been a joyful and exciting moment in our lives. Here's what happened: We chose Brilliant Earth for their reputation of being ethical and environmentally friendly--values that were important to us when shopping for an engagement ring. After careful research, we decided on a blue oval sapphire for the center stone. We were shown a lab sapphire with perfect dimensions (9 mm x 7 mm), which we loved, but ultimately wanted a natural sapphire. We were assured that a natural sapphire with the same dimensions was available, and we made an appointment to see it once it was flown in from their warehouse. When we saw the sapphire, it was perfect--exactly what we wanted. We purchased it and waited for the ring to be set. However, when the ring arrived, I immediately felt something was off. The sapphire looked different--not the same shade of blue as the natural sapphire we had purchased, and it seemed noticeably smaller. Much smaller. I kept doubting myself, wondering if it was just the lighting or the setting affecting the appearance. But after a few days of uncertainty, I measured the sapphire using a gemstone tool I purchased off Amazon, and it was smaller than what was listed on our receipt. I also noticed that the sapphire we had supposedly purchased was still listed on the website, despite being told that there was only one available. After numerous delays and frustrating conversations with customer service, we finally received the sapphire that was originally shown to us in the store. It was a completely different stone, with a different shade of blue and a noticeably larger size. It became clear that Brilliant Earth had tried to sell us a subpar sapphire and pass it off as the one we selected and paid for. We decided to have the ring reset with the correct sapphire, but the experience continued to deteriorate. When we took the sapphire to an independent appraiser, we discovered that it was not only poorly cut, but it had also been treated with a process called "lattice diffusion"--something that Brilliant Earth had never disclosed to us. This process involved heating the sapphire to near its melting point and adding rhodium to dye it blue, making it brittle and prone to chipping. Essentially, the sapphire was artificially dyed and had no value. No wonder they refused to give us a GIA report on the stone--it wasn't a natural, valuable sapphire at all. After all the stress, deception, and delays, we returned the ring. Seven months later, we were finally able to get a sapphire through a reputable jeweler who provides full transparency and GIA reports on all their stones. I cannot recommend Brilliant Earth based on our experience. They misrepresented the product, failed to deliver on what we paid for, and ultimately sold us a stone that was not as advertised. It's unfortunate that such a company that claims to be ethical and environmentally friendly turned out to be anything but. Please do your research and consider other options before making such an important purchase. read more

I had purchased an engagement ring in December of 2023. Everything was fine at the time of purchase and arrived on time, with the added necklace and earrings as part of their promotion. It wasn't until recently we had a small accent diamond fall out of the ring. I immediately started a chat, expecting AI, but instead I had the privilege of dealing with Hugo. He was helpful and within a few minutes, the paper work was started to send the ring back to be assessed. Brilliant Earth paid for the return (out of country) and within 2 days they had the ring and assessed it. I was assuming they would simply assess and give me a quote to fix the ring. Instead, they were able to stand by their product and fix, replace, clean, and give it a "once over" to make sure the ring is still in good condition. I do not believe the ring was made poorly in the first place, but accidents happen. They have been in contact with me throughout the whole process and their customer service is above and beyond. Overall, I will always be recommending Brilliant Earth! read more

Customer service agents won't know what emails you're referencing even though you received them from their department, so they won't be able to help. When they can't solve the problem even though you're being prompt and cooperative, they'll just cancel your order and not even expedite a refund. Awful experience all around. read more

False information is given about their return policy. I purchased an item, was told it was fully refundable and was then told it wasn't. The necklace was $500 and looked like it barely could have cost $100. BEWARE and buy ELSEWARE read more

DO NOT RECOMMEND. After looking through their website there were several rings I wanted to try on. I made an appointment, and we went in to try on rings. Most of what I wanted to try on they did not have in stock. The appointment went well, I found a ring I really liked. I was really excited. Everything is custom made, so you can't walk out of the showroom with a ring. We ordered the ring. It took several weeks, and when it arrived it wasn't even the ring we ordered. It was the correct size, but not the correct ring. Diamonds were much smaller. No milgrain detail. Really disappointing. I went online to see how to proceed, and started a chat with a customer service representative online. They told me I had to call in. I called in and was told they had to "verify" that I was indeed sent the wrong ring, that they would email me a return label. No one could answer the question "how was I sent the wrong ring?" I sent the ring back via FedEx. They received it. They verified that it was the wrong ring. I had several concerns/comments: 1) how was the wrong ring in the right size sent out? It was the correct metal and size, so it was enough that things felt off. 2) The ring they sent out had much smaller diamonds, and no milgrain details. This felt like a bait and switch tactic: show a much nicer ring with larger diamonds in the showroom, then send a ring with smaller diamonds that doesn't even look like the same ring. 3) If the repair team was just going to slap some milgrain detail on the ring they shouldn't bother, and they should return the ring. You can't show someone something in the showroom and then send something that doesn't look as nice. AFTER YOU PURCHASE JEWELRY FROM BRILLIANT EARTH IT IS VERY DIFFICULT/IMPOSSIBLE TO SPEAK TO CUSTOMER SERVICE REGARDING YOUR PURCHASE. I tried to contact my salesperson but the return email address from her was to a general inbox to which no one replied. Her direct phone line was included in the email, so I called and left a message and have never heard back. The repair team sent an email that I was able to respond to with my concerns. They wrote back and said they'd be making me a new ring, and if I wanted to talk to someone on the repair team I could make an appointment through the linked calendar. I went to the calendar to make an appointment and the soonest appointment was 2 weeks out. My "re-made" ring arrived yesterday. They attempted to put milgrain details on the ring they originally sent out. The ring still looks nothing like the ring we purchased. It has much smaller diamonds and some markings in an "attempt" to add milgrain details. I'll be returning the ring. If I could give 0 stars I would. They are very heavy handed with contact leading up to your appointment but once you purchase you can't get a hold of anyone who can talk to you about your purchase. The whole experience feels very fraudulent. Showing rings in a showroom, sending out a different ring, offering to re-make the correct ring, instead putting some terrible detailing on the original ring and sending it back out. I WOULD NEVER ORDER FROM BRILLIANT EARTH AGAIN. read more

Terrible service. I came in excited to create a custom design--staff seemed attentive at first, but the designer stopped responding after getting my info. I checked in multiple times for pricing so we could move forward--no reply. The two times she did respond, she blamed email issues. Six weeks later, I have no ring, no progress, and no accountability. Don't waste your time--this company clearly doesn't value customers. read more

Initial purchase went well and received engagement ring within 2 weeks of ordering during the Christmas rush. So that was a good start. I guessed on ring size because it was a surprise. Had to send it back for resize and for some reason it took twice as long with a few delays. I contacted them and Jillian was very helpful in making everything read more

bought my wife an engagement ring, rose gold. Had the side stone fall out after maybe a year of having it. sent it back, all was good. EXACT same thing happened again, within weeks, sent the ring back. the representative asked me questions insinuating it was my wife's fault for the rings poor quality and continuous problems. tried to charge me AGAIN for the same problem after she had it would not recommend Brilliant Earth ever for anyone. terrible products, terrible customer service. read more

Loose diamonds and poor quality bands. I've been wearing the ring for about a year and a half. I take it off to shower, to sleep, I don't play sports, I have t been exercised or swam in pools. I work from home. There is no reason my ring should be in this horrendous condition. I've lost two stones and am now terrified I will loose the main stone. My husband passed away and he would be mortified to know the ring is in such disarray after the investment he made. I reached out to them a few months ago and they said take it to a local jeweler. Of course the factory warranty expired just before the first diamond fell out. After reading other reviews, it seems this is their trend! DO NOT BUY ! They offer zero help to fix the poor quality of their product. I will be opening an investigation so if anyone else has done the same, please reach out. I don't feel as if the product we purchased is actually the product that I am wearing. read more

WARNING: Bought a beautiful diamond wedding band from them with several small diamonds. One fell out after a few months of wear. When I asked them to repair it, I was told it was normal wear and tear. Less than one year! read more

My fiance bought my engagement ring from Brilliant Earth. While the ring is beautiful and exactly what I wanted, my rating is due to the company's customer service. A few months before my wedding, one of the prongs holding the engagement ring diamond bent a little bit. The diamond was still in tact, but I sent the ring in for a repair to be safe. The repair was delayed over five times with absolutely NO communication from Brilliant Earth. Every time I checked the tracking link I was surprised to find the repair was delayed, as I had not received any emails or texts from them, despite being signed up for updates. Finally, my fiance called them, and the customer service rep informed us that they had damaged the diamond during the repair, but had found us a replacement and needed his approval to move forward. We approved this, but this was several months after the initial repair was sent in, and again there was no proactive communication from the company about the delays, or the damage done on their behalf. Now, the repair with the new diamond continues to be delayed! At this point, my wedding is around the corner and I don't even know if my ring will be back in time. We will not be ordering our wedding bands through Brilliant Earth, and I would not recommend the company to anyone I know. read more

Decent prices but don't expect them to stay true to their policies in the future. Their "one year free resize policy" is situational. They have a "recommended size range" in which they do it for free, but they won't tell you what that range is until it's to late. They wanted $575 to size .75 down for my platinum solitaire (super simple) band. Love my engagement ring but for sure going elsewhere to resize and purchase wedding bands. Bummer. read more

My husband and I have been customers of Brilliant Earth Scottsdale for a few years now. The in store experience was incredible at first and then dwindled down over the years, not a huge concern for us but something to note. I wanted to write a review to echo the concerns that have been shared about the customer service, not the in store experience but rather the repair side of things. Not only is the entire repair process a huge pain, which has been spoken about in other lower rated reviews, but after I got my ring and earrings back from repair both items started turning my fingers/ears green. I won't ramble but would advise you to save yourself the time and headache of dealing with the customer service/repair side of this store and go elsewhere. The quality of the jewelry you purchase will require some sort of repair in the future and when you do, it will make you regret ever purchasing from this store. read more

Product quality and quality control is terrible. customer service likely worse. I received my product today. It was the product I ordered but the engraving was done terrible. I called customer service and she told me it was exactly as I ordered. I requested to speak with a supervisor because I was told I had to send it back to be repaired. You cannot repair the engraving. It has to be removed and redone. Waiting for this will go past my deadline. Engraving was not done straight nor in-fact had the spaces I had requested in my order. Horrible customer service and bad quality control. read more

I recently made the purchase of a BE Celtic knot 18k gold wedding band with the design hidden inside the ring. It's beautiful, but I discovered I could not wear this ring 24/7 because the ring needs to be manually dried out every time it goes in water - every time! i.e, shower, handwashing, dishwashing, cleaning. After wearing my beautiful ring for a week, I discovered that my skin had turned white and wrinkled under the band. I waited more than the 30 day exchange limit to enquire about an exchange and discovered I could not exchange it for a ring with a smooth interior without loosing over 2/3rds of my purchase price of $1700.00. A very expensive lesson! Buyer beware! Gail Nsentip read more

These guys do not encourage walk-ins. We were told they 'probably didn't have anything to see,' etc. Then when they did allow us upstairs, we were shown cubic zirconia-literally not the same thing, and impossible to make a decision based on the stones that you are (Probably) not interested in purchasing. Meanwhile we were treated quite well at Cartier et. al, and got names and numbers for specialists at other stores in the neighborhood, including Cartier, Harry WInston, Van Cleef, etc. I was interested in Brilliant Earth over some of the major name brand jewelers because of certain aspects of their ethos, but also their wide variety including real v. lab stones, and customization offerings-if you don't book an appointment, even if staff are not attending to appointments, you can't see real stones or compare. This was the store in which we were treated the worst, and had the least to view. The website claims you can walk-in, it doesn't say you won't see anything real. This store is up several stories, and requires security to let you in, so they are not at risk for theft in the same way as ground-floor retailers. There were several staff members milling around with idle hands at the time we walked in. It was staffed well (my friend and I are experienced at managing retail floor spaces/hospitality and for our needs that day they appeared extremely well-staffed and were not busy with other appointments). No one entered while we were there, and no one was incoming when we left either. Believe the one-star reviews. The 'we started on Etsy' (which has tons of scammers, p.s.) doesn't hold water anymore. It's a massive company that clearly doesn't seem to care about the customer experience, because they don't need to. I will likely take my business somewhere else. I have no doubt, based on recent reviews, that I am not the only person who had a not-great experience. It would not have taken a ton of work, on behalf of onsite staff and/or management, to have provided an extremely satisfying walk-in experience in the circumstances. If they had been visibly busier and/or didn't have so many staff members who seemed available, and if they had real stones to view per their encouragement of walk-ins, I would maybe not be leaving this review. Try harder, B.E., you certainly have the money to facilitate it. read more

***DO NOT BUY FROM BRILLIANT EARTH*** This company is beyond shady and will lie and take your money WITHOUT providing a product! Purchasing an engagement ring is a huge deal and these people are not the ones you should entrust your special moment with! They have horrific customer service and do not care about the customer at all. Please save yourself time, money and extreme frustration and purchase from anyone else! They deserve zero stars! read more

Brilliant Earth is like a terrible danish. There it sits, looking all pretty, like it is going to make your day. Then you invest your money in it and are left disappointed with a gross taste left in your mouth. Brilliant Earth are Heavy Heavy Heavy on advertising, sales, and packaging. They are LIGHT, light, light on customer support and a product that is built to last. Will never purchase from them again. Such an awful customer service experience and poorly run organization. read more

As expected, the saga continues ... A representative has called multiple times to ask what could be done to improve the review. They finally reached me on 21 May ... 3 days later (24 may) the repair team reached out for clarification on the repair order. Obviously, when the agent said it was on track for 15 may ship .. and the second agent saying the repair is complete, in shipping department, and ready to ship on 16 may. Both of these data points were incorrect since the repair team hadn't even started the repair for more than a week after. Very saddened with this whole process ... and expecting this saga to continue. Just need the ring back as I don't think I will ever ask them again to work on it. read more

We heard good things about Brilliant Earth and decided to browse their website to see what they're all about. They had some nice designs we wanted to take a look at, but with the pandemic, we weren't able to make in-person appointments in 2020. When things started to open up, we hopped on the opportunity to schedule some time in April. We had a positive experience during our first in-person appointment. It was nice to finally be able to see the rings in person rather than just browsing the website. Our rep helped us feel comfortable by explaining the basics about rings. Our rep laid out the different options based on my preferences for the ring, stone, and wedding bands. She helped answer any questions we had and did not sway us towards one option or another. She took my ring size and we were able to narrow down what we liked. Now we have more of an idea on pricing. Brilliant Earth follows COVID protocols and allows 2 couples per appointment. Everyone must wear masks. There is a plexiglass barrier between you and the rep at the table and hand sanitizer everywhere around the space. They ensure the rings are all sanitized before and after each appointment. An appointment is 45-minutes. I highly recommend making an appointment to visit the show room because what I liked online was a bit different when I saw it in person. It can really make a difference and you can ask questions right there on the spot. Brilliant Earth does not pressure you to buy or make a decision right there. The customer service is great and they send an email with the rings you were most interested in with pricing. I left more confident about the rings I'm interested in! read more

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I'm very confused why this happened. My fiancée bought a ring from here including a 3 year insurance that includes resizing, damages, etc. I sent my ring back in to be resized and made it clear that we had the insurance and the resizing should be free. When I got the ring back we were charged $165. I called to clarify that we weren't supposed to be charged and they put me on hold for 30 minutes just to tell me this is not a common problem they have and they don't have processes in place to deal with this situation so I need to call back in 2 days because they don't have a process in place to call me back. ?!????????? This company has been around for 20 years and it's not common for customers to resize their rings with insurance?? And they won't even call you back personally for an update. Literally a completely disappointment and waste of time. read more