Brilliant Earth — Local services in Boston

UPDATED REVIEW BEWARE OF RESIZING

My fiancé purchased my ring here and it was beautiful. Brilliant Earth offers complimentary resizing within 60 days of purchase. I dropped off my ring well within the timeframe to the Boston showroom on 9/12. They told me it would be approximately 1-2 weeks (which would have been around 9/26). I live an hour and a half from the showroom and pickup/drop offs run by appointment so I called when I didn’t hear anything. Customer service informed me they were running more towards 3 weeks and were unsure why Boston quoted me sooner. They advised an estimated date of 10/13, which was actually a 4 week turnaround. I decided to update the delivery to my home instead of the showroom and was informed the date moved up to 10/7. On 10/7 nothing arrived and when I called was informed the date was once again 10/13. I started getting uncomfortable that I was hearing a different story each time I spoke to a representative but was assured I would receive tracking 24-48 hours before delivery once the ring shipped. After I did not receive shipping in advance of 10/13 I called and was told the ring was shipping out that day and I should receive it the following day. Sure enough, no ring arrived and when I called the estimated date moved to 10/20. Each time I have been given no explanation except that the timing is simply an estimate and production and shipping can change. I requested to speak to a manager as I started suspecting my ring was lost in transit or damaged. I was told I would receive a call back in 24-48 hours, but no one called me. Yet again I called customer service and was told the estimated date was 10/20 pending production and shipping delays and no manager was available. UPDATE After posting this review I was contacted by a customer service representative who apologized profusely for my experience and offered to assist however possible. It turned out that due to the platinum material of the band, production had concern on resizing the ring down half a size. Therefore they rebuilt my ring entirely. My ring did arrive intact on 10/20. This rep also provided her direct contact line should I have any further issues. Unfortunate that the beginning of my experience was so poor and while I appreciate the last customer service rep, I do wish I had been given more information upfront when I was repeatedly calling and expressing concern about what was happening...

This is a fantastic place to buy an engagement ring, specifically if your interested in lab grown diamonds. The company is very accommodating. They were willing to work with me to keep all communication to a minimum and helped to keep everything a surprise. I was able to make an appointment and the representative spent time with me discussing and showing various stones. Ultimately I placed the order by phone. Their gem stock seems to vary week by week so it's worth taking your time to see if exactly what you are looking for shows up (several months). They'll sometimes include a promotional gift around the holiday time. The gift isn't anything particularly nice but works a stocking stuffer. Why 4 stars? Personally, I didn't find many of the settings that they offer particularly attractive You'll only ever talk with a representative not a jeweller Delivery & repairs/resizing is a slow, obfuscated process

The setting I ultimately picked was a minimalist solitaire setting. I will always be the best thing I bought but it wasn't what I was initially looking for. This is definitely the best place to buy a lab diamond. If that's what you'd like to buy I might suggest buy the diamond from Brilliant Earth and then having a town jeweller set the stone in a setting you really like. Additionally, the initial setting of the stone wasn't really done with an eye for detail. The prongs were not evenly spaced and were partially bent. It wasn't something one would see from 3 ft away but very bothersome to the person who just spent a lot of money. We ultimately got the ring resized and the prongs sorted out. However I had to speak with 6 different "representatives" (all of whom are very nice) about the same problem before I could get the problem acknowledged; I was never able to get the same person in the phone the next day. To clarify, every interaction we had was polite, civil, and relatively pleasant; it's just the representatives job to sell you stuff. The jeweller, after a repair order was made, saw the problem immediately and it was rectified. Finally, it's important to know that this company moves slowly and there is no mechanism for expediting any part of the process (no fast-pass you can buy). A resize can take 2-3 weeks. Purchase can take 10+ days. Take it into consideration if you have something...

Disappointing Experience with Brilliant Earth – Beware of Misleading Marketing and Poor Customer Service

I recently had an extremely disappointing and frustrating experience with Brilliant Earth when purchasing a lab diamond engagement ring. I want to share my experience with others to help them avoid the same pitfalls I encountered. In summary, I encountered misleading marketing, rude customer service, and a lack of timely resolution.

Misleading marketing: Brilliant Earth claims to sell lab-grown diamonds with the same properties as natural diamonds. However, when my fiancee and I tested the diamond through three separate, reputable national jewelry organizations, we found that the stone was actually moissanite. The GIA certificate provided by Brilliant Earth was insufficient to prove the authenticity of the diamond, considering the stone's lack of thermal and electrical conductivity. This raises serious questions about the authenticity of their products and their marketing claims.

Rude customer service: When we contacted Brilliant Earth to address our concerns, we were met with dismissive and unprofessional behavior. The manager, Tawnie Pike, even went as far as referring to standard diamond testing methods as "illegitimate" and refused to consider replacing the stone. To make matters worse, she erroneously claimed that our return window had expired, even though the ring was in our possession for a mere 12 days before being returned for inspection.

Lack of timely resolution: Brilliant Earth had the ring in their possession for 23 days before they finally responded to our request for a full refund. They made no attempt to offer a satisfactory resolution, such as replacing the stone or providing a reasonable explanation for the discrepancy. We had to threaten legal action before they agreed to provide a refund.

In conclusion, I strongly urge potential customers to think twice before purchasing from Brilliant Earth. Their misleading marketing, poor customer service, and lack of timely resolution left us feeling frustrated and deceived. Our experience with Brilliant Earth has been nothing short of a nightmare, and we hope that by sharing our story, we can help others avoid a...