Brilliant Earth — Local services in Denver

UPDATE: Ashely from the customer support team did reach out and listened to our issues and explained the staffing constraints with COVID to be the issue for the delays. I changed the review from 1 to 3 stars for this reason. We received the ring July 5th. I still don't feel that we will continue any business in regards to repairs due to the lengthy process. It is unfortunate but we do not want to be without the ring for another 5 weeks.

Quite literally, go anywhere else.

This review is for the company as a whole, not so much the Cherry Creek Location.

The process of a resize and small repair (tighten a prong on a BRAND NEW ring) has been an absolute nightmare.

My fiance proposed to me in May and we had to send in the ring to be resized as you cannot order quarter sizes online. We had to make an appointment to bring in the ring. We arrived and the front desk associate looked at it for 2 minutes and took it. We did not get an email regarding the receipt of the ring to their warehouse for 5 days.

Once we got the initial email of receipt, they let us know we had to book an appointment to talk with a jewelry specialist. These appointments were not available until a week out. My fiance booked this appointment for them to call him, and they missed the appointment. They emailed him the day after saying "sorry we missed you" when in reality, they never called.

He had to book a second appointment (again, not available for another week) and we were waiting by the phone for this one. Five minutes after the appointment time, they still hadn't called. We called customer service and were put on hold for another 20 minutes only to be transferred to a voicemail. Thankfully the consultant called us back and went through what we already known of a resize and MINOR repair. However, she then let us know the price to which we let her know we had purchased the extended warranty and that it should be covered.

Apparently when you purchase warranty from Brilliant Earth, they take no responsibility for the resize and repair.... This was tipping point #3. We went around with her and she eventually let us know that they will honor the 60 day complimentary resize and that the ring will be ready 6/28.

We were getting nervous as the 28th approached and we had not heard anything from Brilliant Earth regarding a shipping confirmation number. We reached out Sunday 6/26 and they let us know that it was still on track for the 28th and that we will get a confirmation in the next 24 hours. By Monday evening, we still had not heard anything and reached out again to which we were told it wouldn't be ready until JULY 11th! What the heck takes a month and a half to complete a TINY resize and minor repair???

We have talked with them every day and asked for an expedited shipping as we had planned an Engagement Party for the following weekend and now we will not have the ring with us, which is the whole point around an Engagement party...

This company is literally the worst I have ever dealt with in my opinion and sincerely hope if you are reading this that you will not give them your business. You can find beautiful rings elsewhere with wonderful customer service.

If you are considering buying an engagement ring from Brilliant Earth, you are better off not buying anything at all since that is basically what you are getting.

We will never be purchasing another product from this company. And the worst part is that even with many of us writing these reviews, Brilliant Earth...

In February I visited the Brilliant Earth showroom with my fiance to purchase wedding bands for myself and my now husband before our wedding in June. My husband decided on a mixed metal ring that was yellow gold and white gold. We were specifically told that after the resize period (I think it was like 60 days) that we would need to pay to have the ring resized, and that it would be about $140 for the resize. Fast forward to June after we got married and my husband began wearing his wedding band regularly, he decided that he wanted to get it sized down a half size so it fit a bit more snug. He has never really worn rings regularly, so obviously it took some getting used to in order to find the right fit. I brought the ring in expecting to pay about $140 for the resize, and was told that I would need to pay $650 to get the ring remade and that it could not be resized due to the mixed metal. I was appalled because the saleswoman had literally told me it would be $140, and $650 is quite a bit different - I could literally buy a new wedding band for that price! I explained the situation to the woman in the front, and she told me right away that there was "nothing they could do" and did not offer any help or solutions. I then visited another jeweler to confirm that they are correct that a mixed metal ring is difficult to resize, however we were not informed of that before making our purchase.

I decided to go home and call the Brilliant Earth customer service, and after four phone calls and a lot of time spent explaining the situation and that we WOULD NOT have purchased the mixed metal ring had we been properly informed, we were finally able to get the ring exchanged. Brilliant Earth refused to cover any cost for getting the ring remade, even though it was due to their misinformation that we purchased the ring in the first place and they are a huge company who should definitely offer better customer service. We were finally escalated up the customer service ladder to someone who could help us, and the "resolution" was that we exchanged the mixed metal ring for a new ring that was yellow gold instead. This is the only reason I am giving two stars instead of one. However, the wedding band that we actually got married with is no longer ours, which is sad and unfortunate that we had to exchange it after our ceremony. All of this to say, if you want to be properly informed before purchasing such a sentimental piece of jewelry and not lied to before making a purchase, I would shop somewhere else. I wish I would have read some of these reviews before shopping at Brilliant Earth, and I will be taking my wedding band to a local jeweler for cleaning and upkeep. Do better...

DO NOT BUY FROM THEM. We have had horrible customer service and are now stuck getting a diamond we don't want. When we first started looking at engagement rings, my fiancé and I loved that Brilliant Earth allowed us to build our own ring and had a large selection of colored diamonds. We watched diamonds for months waiting for one that we loved. We eventually found one and he called to begin payments on it. Brilliant Earth was all too happy to take his money and begin the process. It was about a week later when they called to inform us that the payment had processed, but the diamond we loved was actually already purchased by someone else. Their solution was that we could pick a different diamond to pay on temporarily and if we found something else that we loved, we could switch it and put the money he had already paid towards the new diamond. We agreed to this and chose a very different diamond. We continued to watch the diamonds for the last 6 months to see what else they had, but nothing compared to the original. Every time we wanted to see something in person to see if we liked it, they would ignore calls or set up an appointment for us only for the diamond we requested to not be at the Denver location for our appointment. Only once were we able to see a diamond that we were considering and the employee who showed it to us couldn't have been more bothered to show it to us. There was only one employee out of all of our visits who was friendly and extremely helpful. Recently, we found a larger/more expensive diamond that we would love to switch to and set for my engagement ring. After calling and being sent to voicemails with no answer for the last several weeks, we finally got ahold of someone today who told us that they were never able to switch our diamond, they don't know who told us that we could, and we are just stuck with the one we chose as a temporary place holder. At this point, I don't even think we want to get a ring from them. We're beyond livid that we are stuck getting a diamond that we don't absolutely love. We will not be spending any more time or money here. We have been lied to for months and wasted so much time looking for a diamond that we love to compare to the original one that we started paying on but we apparently never had. This is an absolute shame. Picking out an engagement ring should be an exciting and happy time but the way we have been treated, lied to, and ignored makes us never want to do business with them again. Furthermore, why would you refuse to let a customer switch their diamond to a more...