Brilliant Earth — Local services in Atlanta

Horrible experience all around. They didn't keep my ring size in a note listed on file which they assured us they would when we looked at rings. So, when my fiancé decided to order, he guessed at the size and of course it was wrong. We were told it can't be sized down to fit my finger and since it had been more than 90 days since the purchase date to the proposal date, they wouldn't resize it or let us swap it out. They gave us 1/4 of the amount we paid for the setting towards a completely new one even though we'd purchased it from them just a few months prior. So, my finance had to shell out an additional $800 for a setting he'd already paid for months prior because he ordered the wrong size and they wouldn't do anything about it. We were promised at time of payment we'd receive the ring back with the new setting by December 14th which is also what was advertised on their website. It was dropped off on 12/3 and after they had it they told us we wouldn't get it back until 1/2 even though their website STILL advertised "order now for a Christmas proposal!" Customer service was completely unaccommodating. We JUST got engaged and sent the ring back immediately under the impression (bc that's what they told us and what's advertised) that we'd have it back in time for Christmas so we can show family the ring and now we won't have anything until next year. I HIGHLY suggest checking their reviews on the consumer affairs website or the Bbb and going somewhere else. This place is run like a boujee Kay jewelers. Everything is done offsite. Brilliant Earth ruined the whole experience for my fiancé and I.

UPDATE: Brilliant Earth called my fiance only after reading my review. They gave us the false excuse that "the reason for the hold up" on the ring was because we hadn't let them know if we wanted to purchase one of their warranties for the ring or not. MIND YOU, my fiancé purchased a "lifetime warranty" from them for an additional $500 when he first purchased the ring. During every online and phone conversation with customer service complaining about the 'deliver by' date that we've had, nobody once mentioned this or asked us if we wanted the warranty. Plus, we assumed we still had the warranty we had originally purchased a few months prior. But no, in order to have a warranty on this ring, we need to pay ANOTHER $500.

ETA:We received a call from another BE rep today and she reiterated that they would not refund our entire purchase due to “policies.” She did offer to refund the second setting though but ONLY if we removed all online reviews and signed legal paperwork saying we wouldn’t leave any more. This is incredibly unethical. She also acknowledged that the 'deliver by' dates advertised are likely delayed for everyone. So, don't trust the dates listed on their website. Plan way ahead..but then again, if you purchase the ring more than 3 months before you propose and you order the wrong size, they make you buy a whole new ring and 'warranty.' They are real sticklers for dates when it comes to their "policies" but not so much when it comes to the unachievable promises they make to their customers to incentivize purchases under false pretenses.

Final update: The ring arrived and the center stone is very noticeably crooked. It is slanted to the left and was confirmed by another local jeweler. After hours and hours of back and forth with customer service and pointing out that it is illegal to try to offer financial incentives to remove reviews, we insisted upon a full refund and they finally agreed to do so. My fiancé wired the money originally but they’re telling us it will take around two weeks to receive a check in the mail for our refund. They’ve been horrible at sticking to timelines thus far so we’ll see how long it actually takes. In the meantime, we have gone to Shane Co and had a MUCH better experience. They gave us a free lifetime warranty whereas brilliant earth charged an additional $500. They also had our ring...

My fiancé and I went to Brilliant Earth to look at engagement rings in Jan 2022. We weren’t ready to purchase that day so the woman who we had the appointment assured us she would keep notes on our file as far as the ring size and setting preference we had discussed. Once I was ready to purchase the ring in July, I called BE to get our notes. Not only was there no note regarding her ring size but there was also no note of which setting she had chosen. Wanting the proposal to be a surprise, I ordered the ring and guessed on the size since there was no note on file like we had been promised. I did not propose until Nov. As soon as I proposed, we discovered the ring was too large. My fiancé drove an hour to BE to take it in to be sized the next day. We were told it could not be sized down to her size and we would have to purchase a new setting. She had to drive back again on 12/3. She ordered the setting and dropped her current ring off. She made it clear to the associate that we needed the ring back before Christmas. When my fiancé dropped the ring off on 12/3, the associate told her that she didn’t need to pay anything upfront and someone from BE would contact us once they decided how much “metal credit” they’d give us for the original setting. We waited until 12/7 and still hadn’t heard anything so I called to check on the status. They’d already done the evaluation and told us we would be getting $260 credit for the setting we just paid them $1090 for and we needed to pay an additional $786 for the new one that would fit her finger. At that time, their website clearly stated “order today for delivery by Dec 14th.” I made sure to verify with the woman I paid on the phone that we would receive our ring by Dec 14th and she assured me that we would. On Dec 12th, the tracking information for the new ring said it still had not been picked up by the carrier. I called to verify that we would still receive it by Dec 14th and was told it would actually be Jan 2nd. At this time, the BE website was still advertising “order today for a Christmas proposal!” I was told that even though we’d been promised delivery by Dec 14th, and even though new customers could order a ring and have it by Christmas, we would not get ours until the new year. If we would’ve been told an accurate date for delivery, we would’ve waited until after Christmas to drop it off. We went to see family out of state to celebrate our engagement and had no ring to show. This was devastating for my fiancé as this only happens once in a lifetime. Customer service has been extremely unaccommodating. Only AFTER my fiancé left a negative review online did someone reach out to us. When we got the call, we were given the excuse that the ring wouldn’t be ready in time because we hadn’t let them know if we wanted to purchase another $500 warranty or not. This is simply false. That is not the reason as nobody had ever asked or mentioned that during our several phone calls and chats online with customer service about the delay. We were told that that’s the date production has given and there’s nothing we can do about it. After I told the woman who called that I was not spending another dime with their company, I was asked if I would remove the negative review if I was refunded the $786. It is my understanding that proper customer service would require doing everything in your power to resolve the issue and make the customer happy, THEN ask if they felt the issue was resolved and would mind updating their review. I don’t think future customers would trust this company if they knew they were offering people “resolutions” that were contingent upon review removals. How can they trust existing reviews if they knew the bad ones were being manipulated to be taken down? We are unsatisfied their idea of a “resolution” and believe that other customers should be forewarned before shopping at a company that doesn’t value them or...

-10 stars If you’re considering a ring from Brilliant Earth, I strongly advise against it. While the initial selection and purchasing process is pleasant, their repair service is deeply flawed, marked by delays, poor communication, and what feels like unethical behavior. On July 27, 2024, a small diamond fell out of my wedding band during a trip. I took my rings to the Brilliant Earth showroom in Atlanta on July 29 for repairs. Since my rings were soldered together, I went without them for over a month. I ultimately decided to have the solder undone, which was a good choice. My rings were returned to the showroom on August 23, but I had already flown out of the country that morning, a fact I communicated to the repair rep. Unfortunately, no effort was made to expedite their return. When my husband picked me up from the airport on August 27, I was thrilled to finally have my rings back, only for the center stone of my engagement ring to fall out on August 31. I promptly emailed my repair rep with a picture, but received no response by September 3. I called the showroom, and they escalated my case to Caroline Pepple, the Customer Experience Assistant Manager, who had previously assisted us. I had high hopes, but was consistently let down. On September 8, Caroline informed me my engagement ring would be delivered on September 13. When I heard nothing that day, I emailed her. After following up again, I learned it was held for additional quality control and would now arrive on September 17. On September 15, I finally received a response from Caroline, who noted she was out of the office on Fridays and Saturdays. While I value work-life balance, I expected better communication from someone in her role. Especially given all of the issues I had been experiencing up to this point. The least she could’ve done was connect me with another team member who would’ve been working those days to ensure I was still receiving proper service and care. On September 17, I followed up again about the delivery. Caroline reported a FedEx delay, promising to keep me updated. She later informed me that my ring would arrive on September 18 but could not provide a tracking number. It eventually did arrive, but I was concerned about the lack of information throughout. On September 22, I noticed that the mark of purity was missing from my ring. Alarmed, I took it to a local jeweler, who tested it and confirmed that my engagement band is now 18k gold, even though I ordered it in 14k. I returned to the Atlanta showroom, but they only offered to send it off for further inspection, but how am I to continue to trust their process of repairs given all of the above? Why is my ring now 18k instead of 14k? It raises concerns about Brilliant Earth’s repair practices. Why am I having to initiate all follow-ups? Why are we paying so much for such poor service? I cannot recommend Brilliant Earth based on...