Brilliant Earth — Local services in New York

Please do not buy your ring from Brilliant Earth. The diamond I purchased, fell out of the ring (hidden halo bezel) within 6 months of minimal wear. The customer service experience after was worse.

A hidden halo bezel setting should be one of the more secure settings, but after 6 months of minimal and careful wear, the center stone fell out without any damage done to the bezel setting itself. (see pictures attached). The sales associates at the Williamsburg store were mortified and so the ring was sent back to the repair team for inspection.

The repair team was not able to identify any damage to the ring and offered to reset the ring, but I would need to buy an entirely new diamond, as their policy doesn't cover missing stones.

When I brought the ring to a new jeweler, they looked at the setting and could not believe the way the stone was so improperly set - a failure on the Brilliant Earth team. They told me what I had confirmed, a diamond stone should not fall out of a bezel setting with just 6 months of minimal wear.

I want to warn anyone who is about to buy an engagement ring or significant purchase from Brilliant Earth. While they say they stand by their quality and craftsmanship, they clearly do not and I was left holding the bag having to purchase an entirely new diamond.

The Sales Associates at the store agreed with me and kept apologizing, but the company itself had no remedy.

Attaching our original ring and the one where the stone fell out (without any of the bezel...

My fiance and I purchased our engagement rings and wedding bands at the Williamsburg show room. Brianna helped us and she was wonderful. If you are interested in their standard designs brilliant earth is great. We contacted them because of the wide variety of moissanites for my engagement ring and transparent pricing.

However, I would not recommend Brilliant Earth for any designs you would like to modify (I cannot speak to full customization.) My fiance selected a recently discontinued ring that was still shown online, but BE was able to recreate it. He also wanted to modify the design by asking for a polished finish instead of a brushed. It took three attempts to get the correct ring and about a two month delay. There seems to be a lack of QC with the customs/repair team.

BE has a wonderful array of center stones and standard designs, but this is not the place to go if you want something unique or modified.

Pictured: On my hand is my moissanite engagement ring and in the box is one of the incorrect bands...

Worst Customer Service I have ever experienced, and extremely poor communication to us about any issues that production might be having. Returning both my rings (purchased 2 engagement rings from Brillant Earth - a traditional diamond and an aquamarine). Extremely broken hearted!

The customer service reps were all nice, but ineffective. Nothing they said they would do ever happened, and when we escalated to manager it would take 24-48 for anyone to get back to you, IF they ever got back to you at all. 12 wks and 2 days to complete my rings, after promising completion in 3 wks.

Extremely expensive purchase to not be treated with respect. Never a sense of urgency. Never a sense of how important these moments are in a couples life.

Returned my purchases and would never recommend Brilliant Earth to anyone.

I warn everyone to check out other review sites. Many reviews like mine out there. I wish I would have know all of this prior to entering into...