Brilliant Earth — Local services in New York

JUST DON’T The Jewelry Consultants in store were pleasant to talk to but this company’s business model is horrendous otherwise. If you want to have one of the biggest head aches in regards to one of the most important decisions of your life (engagement) and want to have it potentially ruined because you are a masochist then go ahead with this company…. I ordered a ring from them in June 2025 and it was supposed to get here July 1st almost 2 weeks before my proposal vacation which is July 10th, plenty of time I thought. June 26 comes and I was automatically emailed saying it will be a few days late…. Okay fine…. New date was July 3rd. A couple days late is totally reasonable, I didn’t reach out with questions or anything. July 1st comes and it gets delayed yet again to July 7th….. Okay now I have questions, almost a whole week past original due date and now you are cutting close. I emailed the consultant I had ordered my ring with and she said it was because my ring “failed quality checks” whatever that means, sounded like a BS reason. But okay fine…. I wait. The holidays go by and July 5th comes and it gets delayed YET AGAIN to the day I am supposed to leave July 10th. Now this is unacceptable. I go in person to make my complaint known and now the reason I was given was because the middle man manufacturer or whomever was directly responsible for my ring went out of vacation and basically didn’t make my ring yet. Utterly insane. But even still, I hold out for a few more days because maybe I can get the ring if it arrived early that day. Also for your troubles they will offer you “free gifts” but what they should really do is grant partial refunds between 5-15%. I has to ask multiple times to get a tiny 2% refund. They said “you pay for the ring, delivery is not guaranteed.” Why ON EARTH is it fair i pay for a ring in full if it’s not getting here, you pay for the ring AND a reasonable delivery date…. but the final straw was July 7th coming and it got delayed AGAIN to July 22nd….. Honestly glad that happened at that point because I cancelled my order with them, got a refund and went to the diamond district same day, left with a ring they had in stock physically, pretty close to what I originally wanted and at about 1k less. Their consultant gave me her personal phone number and updated me on options and resized the ring they had available in 2 hours. Go to Ultimate Diamonds. Or any actual jewelry, just Not Brilliant Earth.. what they did had to have fallen under some sort of bad business practice, how you delay an order over and over beyond reason while also claiming on the website that “If you have firm plans we need to be aware of, let us know” should be a sue-able offense hopefully someone more bold than me gets annoyed and makes Brilliant Earth tighten up their business model.

Once again...

I don’t usually leave reviews, but my experience with Brilliant Earth located on Elizabeth St ( Staff Luka). was so special that I had to share. My Fiance and i were shopping for an engagement ring and really wanted something unique and beautiful. From the moment we started exploring their site, I felt like I was in good hands.

The design process felt surprisingly personal. I was able to choose the exact diamond and setting I wanted and even customize a few details. What really stood out to me was how thoughtful and responsive the customer service team was. They answered all my (many!) questions with patience and care and made sure everything arrived on time and exactly as promised.

When the ring arrived, I was honestly blown away. It was even more beautiful in person. My partner absolutely loved it, and we both feel good knowing it came from a company that cares about sustainability and ethical sourcing.

A few years later, I needed a repair on the ring (i lost the small diamonds that were decorated on my diamond ring and need to adjust a ring size). Brilliant Earth went above and beyond. They made the repair process so easy, guided me through the steps, and handled everything with the same level of care and professionalism. The ring came back looking perfect, and I really appreciated how much they stood behind their work.

Brilliant Earth made one of the most important purchases of my life feel joyful and stress-free, and they’ve continued to show that same support even after the sale. I can’t recommend them...

This will be a long post so the short version: The service here is excellent and you're in good hands with Jacob. He will make you feel confident, knowledge and happy when you leave the store.

Long version: If you are anything like me and you have absolutely zero knowledge about rings, weddings bands, or anything of that sort you should make an appointment with Jacob and he will put you on the right track. My fiancee and I made an appointment with Jacob yesterday so we can get an idea of what kind of wedding bands we want (our wedding is not til late summer but we like to get things done ahead of time). We met with Jacob and he was very kind. Before we even got into looking at the rings, he wanted to know more about us as a couple. It's a small thing but it really made us both feel seen and that we were not just another customer. After Jacob got to know my fiancee and I better, (which did not feel rushed at all), Jacob asked if we had a budget in mind and then we went to the display to try on some rings. Jacob's knowledge, experience and suggestions made both my fiancee and I both walk away thinking A) this was the best customer service we both received and B) we both have a better idea of what style of ring we want, the price range, the ring band width, etc.

Just please don't rush over there at once because my fiancee and I would to go back one last time before we...