Brilliant Earth — Local services in Columbus

My husband purchased my engagement ring and wedding ring as a set. Once receiving, we found that the 2 rings did not set together correctly. He tried to return the wedding band but was informed he was unable to do so as it was purchased as a set. Very disappointed that the customer service did not catch this type of error when he first purchased the rings. A lack of attention to detail for a company that sells engagement and wedding rings...

Over the past month and a half, I have had the displeasure of working with Brillant Earth with such a lack of communication and error it was very unsettling.

I dropped off my soldered engagement and wedding ring as a diamond had gone missing in the wedding band. I requested it to be fixed as well as re-dipped. They informed me the consultation would take 2 weeks. I waited for a phone call but then received an email stating I had to make an appointment.

I had a conversation with B.E. on 7/15 where she informed me "The repair would be covered under the insurance my husband had on the ring." I was very pleased to hear this information. She also informed me that since the soldering happened outside of Brilliant Earth I would have to fill out a form which I so graciously completed on the same day. I figured that since the consultation had been reviewed and the form had been sent; the ring was being worked on. To my disappointment, this was not the case.

I then spoke with B.E. 7/16 in which he informed me the ring was being worked on.

On 7/29, to my dismay, I received an email with a "Task for Repair" Invoice showing that the insurance "DID NOT" cover the repair and that we had to pay for it. AFTER we were informed the insurance would cover the repair on 7/15. In addition, to this miscommunication, when opening the statement, it showed as $0. I called this same day into customer service, and they were unable to explain why the statement was incorrect. I was unable to speak to a Tier 2 or manager. I asked for her to schedule an appointment for me to speak with a higher up and she was only able to get an appointment for me for 4 days later...

On 7/30, my husband called customer service 4 times as they kept disconnecting his call or informing him that their system was down and could not provide him with any information into our issue.

7/31 We spoke with B.E. who FINALLY informed us of the price of the repair.

8/2 - The day of my scheduled appointment. I was awaiting my call to speak with someone about these issues but to my dismay, the appointment was canceled without my doing. What type of customer service cancels someone's long awaited appointment without their consent??

8/4 - I called and spoke with B.E. about the lack of detail, communication, misinformation and terrible experience I have had to endure over the past month.

On 8/17, I was FINALLY able to pick up my ring. The receptionist was there to confirm what was done to the ring and stated 2 separate things that WERE NOT at all related to the replacement of the missing diamond.

Overall, this was the worst customer service experience I have ever had. I am very disappointed in the mis information we were given within the service being covered by the insurance, the incorrect invoice we received, the multiple customer service people we had to speak to over a course of 3 days to get the correct information and the canceled appointment unbeknownst to me. I was told the whole process would take 3 weeks, but it was...

To be clear, this rating is about the Easton Store specifically, not Brilliant Earth in its entirety. We had some issue with shipping delays and notifications - but this was out of these employees control and they did what they could to ensure our delivery.

We had an appointment to look at engagement rings and were fortunate to get paired with Ruthy at this time. My fiancé was interested in a "non-traditional" ring, in that we wanted a sapphire as the main stone. After viewing several settings (and wedding bands for both of us) Ruthy sat down with us with several prepared sapphire options that were available locally and she thought were good fits from our initial description. We didn't end up picking any of those, but it was nice to see some in person and the thought to prepare a personalized selection for us.

We continued to look through the online catalog and ended up finding the perfect stone and ended up pulling the trigger on our oder that day.

Shipping/delivery was the rocky part. After getting an initial email with an estimated date.. We got our first delay the night before that initial date, which came with an email apologizing for the delay and new date.. After that, it went a little down hill - either one or two more delays happened after that, neither of which was accompanied by an email, we just had to refresh the status page after the estimated date(s) had passed and would see the date pushed out again.

After those delays, we reached out to Ruthy to see if we could get any additional details without going through customer service. After explaining the current estimated date was essentially the last date it could be delivered so we could announce our engagement to family during a planned visit - Ruthy contacted shipping and reinforced that we needed the ring by the current date. It came (just in time)! Hard to know if it was of any consequence, but we were happy with the support and communication from Ruthy and this store.

We plan to purchase our wedding bands here as well, leaving enough time for shipping.

So, this store location is great! Hard to definitively say how I feel about BE in general - they are a majority online store, shipping delays can happen... the communication and tracking for such an expensive purchase leave something...

My girlfriend and I had such an amazing experience picking out our rings through Brilliant Earth. Barbara did such an amazing job working with us. She is so knowledgeable and patient. Todd was also working with her and he was very friendly. Together they created such a welcoming environment for our appointment. At every step I never felt uncomfortable asking to see something different. They were so kind and reassuring that this experience was for us and that nothing we asked was a problem or burden. When I scheduled the appointment I asked about a certain ring which they did not have in their showroom at the time. Barbara made sure they got it in for my appointment so I could see it in person. I’m so glad because it’s exactly what I fell in love with. The whole experience was just so great. I do wish they had more of a showroom for people visiting who don’t have appointments, but I also completely see their commitment to the personalized and welcoming experience they have by having a private showroom for appointments. Just anticipate needing an appointment to see a lot of the rings. But if you are able to make the trip before hand and visit the showroom to make the appointment I do highly recommend that. Because we visited the showroom without and appointment, we were able to give Barbara more of idea of what we were looking for and that did a lot of the heavy lifting that would’ve had to been done at the appointment giving us more time during the appointment. She also was able to bring in examples that really matched what we were looking for because of this. Overall, I can’t recommend Brilliant Earth and specifically...