Brilliant Earth — Local services in Dallas

TLDR: Poor craftsmanship. Terrible QA. False advertising. Untrustworthy business practices. Poor customer support. Lack of communication. No local repair/maintenance support. It took almost 4 months to get my ring in the correct size.

Before making my purchase I was assured by the sales staff in the Dallas showroom that resizing would be complimentary within 60 days from pickup, and that for a brand new ring, the setting would actually be remade rather than resized. I didn't know precisely the size needed before proposing so I thought this policy was great in that I could still get a brand new ring made in the perfect size after the proposal. I would later find out that they don't actually follow this policy, they resize the original ring, the practice of which may cause severe defects. After the proposal I brought the ring back to the store to be remade in a smaller size. Since they don't have a jeweler onsite, all repairs/resizing must be shipped off to California which makes for long delays. After a few weeks when I came to pick up the new setting, the center stone was very noticeably crooked. The showroom staff had obviously not inspected the ring for quality assurance. They sent it back to the factory, and after more delays, it was returned to the showroom and I was notified that it was ready for pickup for the 2nd time, but shortly after, before I had returned for pickup I was informed that it had another defect and they had sent it back for yet another repair. During the wait time for the 3rd attempt, it was revealed that they had not in fact followed the policy of remaking the brand new ring in the correct size, but rather, they had tried to resize/repair the same setting twice now, and had failed to do so without causing additional defects. They finally agreed to "remake" the ring per their advertised policy. When I came to pick up the ring for the third time, we discovered they had made it in the wrong size despite confirmation verbally and in writing the size intended. This meant another remake (4th attempt) to finally get it correct. Thankfully this was the last time, making a total of nearly FOUR months to get my ring back.

During the process, they granted us a showroom ring (cubic zirconia) on loan. They made me sign an invoice for the cost of this ring, as well as multiple "invoices" for the numerous resizing/repair returns, despite saying in person that there would be no cost. It was unclear and unprofessional to have such a contradictory paper trail. The showroom team and the manufacturing team also contradicted one another on multiple occasions on policies and procedures, and the communication between them is seemingly unreliable considering they were rarely on the same page about the current status or needs of the ring repairs, making it difficult to trust any part of the process or product. Brilliant Earth corporate was also completely unhelpful or unaware of this case when I attempted contacting support on multiple occasions, until I ewas eventually given a direct contact. During the wait time for the 3rd attempt, the showroom manager offered a complimentary pair of lab diamond stud earrings to compensate for the delays and craftsmanship mistakes, but these were never given. During the wait for the final attempt, we sent a formal request for a refund or store credit for the amount of the setting due to these numerous mistakes. This was out of respect to the Brilliant Earth staff to give them an opportunity to resolve these issues and keep our business before negatively reviewing and/or reporting them. This request was ignored for weeks until finally they gave a meager offer of a tiny discount (about 6%) on a future purchase, as if I would ever purchase from this company again.

Do your diligence and read more than the top reviews. These experiences are common with Brilliant Earth. It's been an overwhelmingly negative experience and I do not recommend...

So deeply wanted to love Brilliant Earth because absolutely adore the Primrose. My boyfriend, Ryan, and I went into the Dallas location in West Village early January 2023 where 2 ladies were kind enough to help us, Lauren (I think) and Emily. When we asked to see if the Primrose was even there on the floor, the first said sorry we don't have it and then when Emily came over to us later on because we asked if we could see one more option, she said she'll check in the back and there it was in rose gold. The first lady was just lazy and didn't even care to go check or ask a co-worker to check. Regardless, I really loved it, but was curious if they had it in white or yellow gold because I'm not the biggest wearer of rose gold but loved yellow gold and like how white gold looks with complection. They said to make an appointment for the end of January and said sure they'd ask the other stores to see if they could get it in for us for our appoint. Told us they'd send an email with everything we were intrested in and wanted reference for and that they'd keep us posted about the yellow and white gold Primrose for our appointment. Waited for that breifed email which never was sent. So we show up to our appointment, and they took us back, and what do you know, no Primrose in yellow or white gold to look at. Like what a waist of 3 weeks for something we came into and already looked at and tried on. We could have already ordered the ring and had it by then. But what's annoying is that on thw site you cant order quarter sizes and I would need a 5.75 (which i could only get in store) not a 6. Anyway Melissa showed us a few diamonds in oval and marquise which I thought were unimpressive, but really found some nice male wedding bands that go well with the Primrose. Melissa said she would be sending a follow up email with those details in bands for him a well as the diamonds that were okay in regards to cut and carat. Did she ever send the email or follow up on if and what we were interest in getting? Nope. Simply unprofessional and quite annoying, now. Maybe they don't make a commission off of selling rings, I don't know, but sure as heck doesn't seem like any of them actually want to make a sale! Odd for it being at least 4-5k for an engagement ring... Anyway, now I have a sour taste in my mouth and don't even want to get a ring from them anymore, but love that setting. I'm conflicted. I just don't trust their people. Their staff and costumer care clearly have no real concern for costumers or making an effort. So yeah, we are most likely going to go with another maker and get a custom ring instead. Thanks for nothing Brilliant Earth, you brilliantly suck at giving a...

My partner and I booked an appointment at this location to shop for necklaces/potentially a Christmas gift. We arrived early and were greeted as we walked in, told to wait for the associate with whom our appointment was scheduled with. Once she came out to greet us and sat down at the front counter we followed her expecting some semblance of a consultation or an attempt to ask a few questions about what my partner was looking for in a necklace or pendant. There were no questions, comments, or attempts to figure out what he was actually looking for. She put down a tray in front of us with the sample options for 3mm chains and just promptly stared at us. When I decided the silence had stretched on for long enough, I informed her that i was prompted to chose two options when I booked the appointments, seeing as this was meant to be a surprise, I wasn't too sure what my partner would be wanting, i just chose at random two chains that are similar to what he already has. When she heard this she proceeded to answer in short responses and essentially decided that we weren't worth her time or effort anymore, seeing as we hadn't hastily decided on either of the sample options that were in front of us. She then informed us that they're only able to keep the best selling products in stock in the store, so our options were limited. Then proceeded to just look at us, as if waiting for us to leave, again. So I asked if she had any way of showing us the options online, or if we were able to see a catalogue of their options that were available to order. I then proceeded to point at her laptop to suggest she show us. She plopped the laptop down on the case, scrolled to the bottom of some page on their website and essentially told us that their options were limited to the last few pictures there. When we weren't in love with the options available she closed her laptop and proceeded to start apologizing then looking and gesturing at the door as if to usher us out. and before we could even get to the car to head home, the associate send an automated text that our appointment was cancelled, not concluded, no reach-out for feedback of follow-up comments or anything. Needless to say, we wont be returning or entertaining the idea of coming back to this location or...