Brilliant Earth — Local services in Miami

My daughter’s boyfriend purchased an engagement ring for my daughter at Brilliant Earth a few years back.

Based on this purchase, we tried to purchase an advertised 18K White Gold Emerald Eternity Lab Diamond Ring (5 ct tw) while visiting Georgetown last year.

We had a simple question: Do you have size 6 of advertised band in stock at their Georgetown location? If ring fits, we were ready to buy while in store.

After multiple attempts, Brilliant Earth never responded, so we did not show for set appointment. We did, however, receive an automated email asking us how our appointment went.

We gave Brilliant Earth a 2nd opportunity, for their Miami location, still looking for an answer to a very basic question, “do you have advertised band size 6 in stock?”

We tried texting (automated bot responses), we tried calling (more automated bot responses) stating that our call is important and someone will be with us shortly. We finally prompted for a return call.

Twenty minutes later we received a call and no one was on the line, after saying hello 4 times, we were disconnected.

As I was writing this review, I found another customer service number and decided to give Brilliant Earth a 3rd chance, and to my surprise, a customer service rep actually answered the phone.

I explained that if Miami location (45 mins away) has advertised diamond band in stock, we will drive down & purchase.

I was told that they do not have the advertised diamond band in their showroom, but if I send them a 50% refundable deposit, they will ship the advertised band to the Miami location for us to try on.

I’m not sure how a jewelry business, which should be about trust & customer relationships, expects to survive when customer service is nonexistent.

Brilliant Earth is all about automated bot texts, phone recordings and requests for money to try on diamond bands that they advertise.

I decided to look up the company, which had a stock price high of $18.49 & now trades at $1.78.

Beth Gerstein, CEO & founder, is certainly educated but you shouldn’t confuse education with knowing how to run a business.

It’s obvious Brilliant Earth not only needs capital but real leadership, if customer service doesn’t improve, it’s only a matter of time before they’re out of business, which is unfortunate.

Young engaged couples, many that can’t afford real diamonds, look to the synthetic diamond market as an affordable alternative.

The synthetic diamond market can be a huge opportunity for the right company with great leadership, financial capital & a sound business plan.

I shared this experience w/my daughter & she admitted that although she loves her diamond, Brilliant Earth did not set her diamond correctly, after many failed attempts with Brilliant Earth customer service, she had a local reputable jeweler reset her diamond.

After 3 years & 3 failed attempts to purchase Brilliant Earth’s advertised diamond band, we decided to purchase from a local, reputable jeweler that doesn’t require a deposit to try on advertised diamond bands in...

Great company if you're a fan of disappointing your spouse.

While it may not be specific to this location, this is the only one we've dealt with so I'm starting here and working my way up. I will not deny that the staff were initially pleasant and the ambiance is nice. Unfortunately, the quality and reliability of their product is about on par with a 1979 Ford Pinto and not at all aligned with what one would expect at this price point.

First, a few pros: the main stone we selected was up to standard, as were the side stones, and the jeweler we had to work with post-purchase attested to this as well. There are plenty of customization options.

Problem? The quality is terrible. Within about 40 days we started losing side and accent stones. Not a few, mind you - most. For what it's worth, we got the "Camellia Hidden Accent" so if you take anything away from this, avoid that one. This much damage might've made sense if my fiance was a sheet metal worker, but as it stands she does not wash her hands with the ring on, shower with the ring on, work with the ring on, or sleep with the ring on. In fact, she barely wears it at all. Why? We're terrified it'll just fall apart.

This location and the broader company have offered ZERO remedies for this and not even the customer service 101 training of apologizing, which I recall being taught at 16 years of age in my first customer-facing role. If really pushed, the company will state that side stones eventually fall out and you should purchase an upcharge warranty.

That's probably true, particularly about the accents and smaller stones. I certainly hope to have a long and happy marriage, over the course of which I fully expect to have a few alterations and replacements done. Such is life.

As it stands, though, the ring won't survive to the wedding. I'm not made of money, and I saved incrementally for 50 weeks to make this purchase. The product didn't last even 15% of that time.

Less-than-wonderful stores like Zales, Kay, and the like (which I assume if you're shopping here are as unappealing to you as they were to us) offer warranties on the metal or in some cases, stones, WITH PURCHASE of the ring. Brilliant Earth evidentially offers nothing, not even an apology. On a purchase of this magnitude that's absurd. We've already paid a private jeweler to replace I believe 5 stones, and the ones he didn't do continue to fall out.

Let me put it this way: if a car manufacturer said the warranty on their brand new car was nothing - zero miles, zero days - would you trust that particular brand? Act accordingly with...

DO NOT BUY FROM THIS STORE

My experience with Brilliant Earth was incredibly frustrating from start to finish.

I received little to no assistance when ordering the engagement ring.

I was repeatedly told that my girlfriend's ring size was a 9, based on their advice, but it turned out to be a full size off. Her actual size was an 8.

The resizing process, which should have been simple, took nearly two weeks.

When the resized ring was ready, I asked for it to be delivered to a local FedEx store two minutes from my house. I was told that location was "ineligible," and that I’d have to drive 40 minutes each way to a FedEx in the middle of nowhere.

I received an email from FedEx confirming arrival. I went on Saturday to avoid missing work, only to find that Brilliant Earth had already requested the package be returned to sender—after just two days. (See Image)

FedEx told me they could have delivered to my local store, but Brilliant Earth chooses to only allow industrial locations to "save money," even though 90% of FedEx stores can receive high-value packages.

When I called Brilliant Earth to reroute the package, I was told it was "impossible" despite FedEx confirming otherwise.

As a result, I missed my scheduled proposal. I lost nearly $3,000 in non-refundable expenses including musicians, dinner reservations, and other arrangements.

Ps. I still don't have the Resized Ring after Months from Sending it to Resize and 3 Weeks since Fedex Sent it back to Brilliant Earth.

This level of customer service is completely unacceptable for a company in the engagement ring business. Their careless handling of logistics and refusal to offer solutions ruined a once-in-a-lifetime moment. I strongly urge others to...