Brilliant Earth — Local services in Charlotte

DO NOT PURCHASE FROM THIS COMPANY. We did a virtual appointment to look at diamonds with their specialist at the beginning of March. The diamond we loved she walked us through the steps on putting down a deposit, scheduling an in person appointment, with the settings we liked. We put down almost $7k on the diamond on 3/4/24 and scheduled an in person appointment for 3/16/24 at the Atlanta location, which is over 2 hours from us. We went out of our way to go to Atlanta where we were told that the diamond and the settings would be there in person. Upon arrival on the in person visit they then told us the diamond is not there. They said they could ship the diamond to the Charlotte location and confirmed the Salma setting would be there. The diamond took another week to confirm the diamond was there in Charlotte and the only apppintment they could accommodate us was for Easter Sunday. We split time due to work between Alabama and NC and both locations are not close to our homes. The Charlotte location is 3.5 hours away from where we live and we only had a small window to see it while we were together, so we had to concede to an Easter Sunday roadtrip to see the diamond and setting after it was their issue on not ensuring both were available for the original appointment. We had to call to confirm with other customer representatives to confirm the diamond and the setting would be there in person, which they did. Please note it took both our effort to call separately to actually speak to someone who could confirm this for us, there was no one from Brilliant Earth following up with us and the virtual POC who stated they would assist us throughout the experience never responded to our emails and completely disappeared. They just called us today 3/30/24 which is less than 24 hours from our appointment time to tell us the diamond will be here but the setting will not. We have tried to get this issue escalated but the customer service number goes to an outsourced operator who cannot connect you with anyone to address the issue. They also stated once there is a request to speak with a supervisor they have 24 hours to return your call. We have requested a supervisor 2 different tries earlier this week and no one returned our call until today to tell us the setting will not be there. Due to more research it seems that Brilliant Earth has repeat issues similar to this and the customer service for this company is nonexistent. They treat your business as if it is a small purchase and once they have your deposit, they are impossible to get support or follow up. Do not go through our headache, read more reviews, there are so many better options with wonderful reviews who take you and your business seriously for such a large and...

BRILLIANT EARTH HAS HORRIBLE CUSTOMER SERVICE. This is the second stone that has fallen out of my engagement ring in less than 18 months. But what I am most upset about is the customer service throughout this process. We purchased the lifetime extend plan and submitted a claim. After almost two weeks we had still heard nothing so we reached out to extend and brilliant earth. We were told they had no record of our claim, and only had a claim from 2023 …. We didn’t even own the ring in 2023. We reached back out with a confirmation screen of the submission and they still said they had no record. After multiple communications back and forth with both brilliant earth and extend, being told conflicting information each time, we finally secured a claim number and label to ship our ring with for repair. We requested to speak to the jewelry repair person before they began the repair, and we were assured they would call us. A week after the ring had been received, I followed back up and then they said oh, someone will email you to schedule a call, they don’t call you directly. Okay cool, except no one had emailed us to schedule. We also during this process had asked if we could be contacted before the ring was shipped back to us as we had some travels upcoming and might need to change the delivery address. They assured us someone would reach out before it was shipped. Then a few days later we get an email that our ring has shipped … we have yet to talk with a jewelry repair consultant, nor were we contacted to confirm the delivery address. This entire process has been nothing short of a nightmare. And the worst part is, a very similar thing happened to us last year with my partner’s ring and they assured us that is not their normal protocols or customer service. Clearly it is. Save yourself the headache and even though their rings are beautiful, get your ring somewhere else that actually has customer service. So...

So it is with mixed feelings that I have to adjust my review after my family's experience with this "jeweler". My Son thought it would be a good idea to use a "conscious company" that sourced responsible diamonds, which is fine but where Brilliant Earth shines in that space, they fail in so many others. First, he purchased an engagement ring that had to be sent off and come before Easter, which was his proposal date. After 3 weeks, the ring came back completely wrong, and the diamond was damaged in the setting! How does this type of error get past their QA procss? Broken and damaged? Then the store he ordered it from didn't even send it back. They called him and was like, "See what you think"?!? It was completely the wrong metal type, and broken so they had to send it back. So here is the thing, you can not call the store, no direct line to anyone. They do not coordinate the emails with the local store. The factory said his ring was ready, get to the store, and it's not even there. Now we are getting closer to the proposal with no ring in sight. The local staff tries to be accommodating, but they have no idea where anything is. Finally, after escalating to the regional manager, the ring is found and shipped to the local store with a day to spare. After all the inconvenience, there was nothing the store did that would make us want to use them for anything else. My suggestion for anyone is to simply find a traditional jeweler instead of these new trendy ones because there is no such thing as good customer service with these...