Brilliant Earth — Local services in Baltimore

Brilliant Earth is THE most unprofessional, unreliable, and untrustworthy company I have ever dealt with.

Brilliant Earth’s lack of respect for my time: This company's disregard for due dates, my money, and my time is appalling. Their incompetence and unprofessionalism nearly ruined my proposal. I have taken time off work and driven 45 minutes or more to a location with no contact number (and at the time, no management), only to be met with false promises. This has happened repeatedly, from viewing potential engagement rings to the production of a fully paid-for ring. My experience with this company has been a nightmare and has caused an unbearable amount of distress during what should be a happy time in my life.

Brilliant Earth’s quality: Within a week and a half after the proposal, the diamonds fell out as my fiancé walked from the car to the building door. There were no strenuous activities involved, and my fiancé is very meticulous in caring for the ring, even being mindful of certain products that might damage it. Having to send the ring out for repairs has further inconvenienced us, resulting in canceled engagement photo sessions and additional lost time at work. After getting the ring back from repairs, the diamonds fell out AGAIN less than 25 days later. Once again, we had to cancel scheduled engagement photo sessions.

Brilliant Earth's unprofessionalism: Brilliant Earth not only disregards due dates and has poor communication, but also lacks integrity in its promises. Due to all the issues, I was promised a complimentary wedding band, which Brilliant Earth has now withdrawn, just 6 weeks before the wedding. Thank you once again for adding extra stress by requiring us to find a wedding band for our upcoming wedding within the next month.

In conclusion, only consider purchasing from this company if you want to overpay for defective products, dealt with by unqualified staff who are dishonest and do not value your time, money, and hard work. I genuinely hope this company gets shut down when reported to the Better...

Title: Disappointing Experience with Brilliant Earth

I placed my order with Brilliant Earth on November 19, 2024, and received confirmation the same day, with a promised delivery date of December 6, 2024. Despite the nearly month-long wait, I was excited and prepared everything for my proposal. On November 26, I received an email asking me to confirm my address, which I promptly did.

Fast forward to December 5, the day before my ring was supposed to arrive, I received an email at 3:19 PM stating there was a delay and the new delivery date would be December 12. This was incredibly frustrating as I had already arranged a photographer, reserved a venue, and invited friends and family to be part of this special moment. Worse, when I tried to reach out, I was ignored in their chat support.

The next morning, I called and spoke with a representative named Jennifer Gomez. Unfortunately, this experience was equally disappointing. She was dismissive, unprofessional, and offered little support. She suggested I take a “loaner ring” but was unclear about costs or requirements, implying I might need to leave a deposit because the ring I purchased wasn’t as expensive as the loaner options. This made me feel judged and embarrassed—a feeling no one should experience during such an important life milestone.

In the end, I had to cancel everything, losing the venue deposit and paying rescheduling fees for the photographer. It was humiliating to backtrack on all my plans at the last minute.

To make matters worse, it’s now December 10, and I haven’t received any shipping information or updates about the ring. With just two days until the new delivery date, I’m left wondering if it will even arrive.

If you value reliable service and professionalism, I’d strongly caution against purchasing from Brilliant Earth. My experience has been stressful, costly, and deeply disappointing—especially when this moment was supposed to be one of the happiest of my life.

Tip: If you’re planning to buy from them, give yourself at least two years. You...

Put together an order with a sales associate, was a standard plain gold wedding band with a modification to make it 2mm thicker. This was an uncomplicated request, that I was told could be done for a modification fee of $400, cool, got it, paid, got an order confirmation by email and a delivery date and all. One day before delivery I ask if there's a tracking number so l can be sure to be home to sign for it. Oh, no, sorry, we haven't started because your order isn't a "modification" but rather a "custom order" and a "we were going to reach out and ask if you're okay with that," presumably for much more money than the estimate. Nice. Real nice. Forget about the order and forget about contacting me to ask for more money. Communication is awful and follow-through is worse. Avoid unless you're doing something cookie-cutter from the website.

update

I got a call from a “customer experience” representative after I left this review on Yelp, who left a message on my voicemail asking what it’d take to make this a “5 star experience.” First off, that’s laughable, you’d have to give me the ring for free for this to become a 5 star review. I immediately returned the call, got no answer, replied to her email asking if the ring could be made in 2 weeks for an engagement that was planned, it took her 3 days to reply, only to tell me, no, can’t be done, I say okay fine we’ll go elsewhere, cancel the order. Now a week has gone by and no progress has been made on a refund. I go to the chat and a representative says the order was indeed cancelled but the refund hasn’t been initiated. I swear, the customer service here is pitiful, they need to learn how to return calls and emails same-day, and follow through with...