Brilliant Earth — Local services in Newton

We first visited Brilliant Earth in Beacon Hill, Newton, about a month ago after researching nearby places to buy an engagement ring. Upon entry, the woman at the counter was extremely impolite. When we mentioned we were looking for rings, she informed us that we needed an appointment with a harsh tone, despite the website stating that walk-ins were also accepted. This was the reason we decided to visit in the first place, after planning a day to visit jewelers with walk-ins accepted.

During our first visit, the sales associate, Kim, was super helpful. She showed us various ring styles and bands and provided valuable information about diamonds, regardless of Mercedes warning that appointments were needed. Kim went above and beyond. We scheduled a follow-up appointment with her for March 16 on February 28. That same week, my partner emailed Kim with specific diamonds we wanted to view during our next appointment, as per her recommendation. Kim informed us that we would be in a private room for the second appointment, not in the showroom, which made us excited for a more personal and special experience.

However, after we had already left our house on the day of the appointment, we received a voicemail informing us that none of the diamonds or bands we had requested weeks prior were available due to a “system error.” When we arrived at the store, we were once again greeted rudely by the woman at the counter, Mercedes, who made comments about our lateness (we had accidentally mixed up the appointment time and were 15 minutes late). We were then seated at a table in the showroom, not in the private room we had been promised, with only three lab-grown diamonds—even though I had previously expressed my preference for natural diamonds, which Joe had confirmed via email weeks ago. We profusely apologized for mixing up the appointment time to Kim, who was assisting us. She informed us that our appointment was “double booked”, hence us not being seated in the private room.

During the appointment, the saleswoman unexpectedly asked us about financing, which felt odd considering none of the diamonds or bands we had requested were there. Additionally, since we were in the main showroom instead of a private space, the environment was noisy, with loud customers and crying children, making the experience even less enjoyable.

Overall, we were extremely disappointed, as we had been looking forward to purchasing a ring that day for weeks. We were once again greeted poorly by Mercedes, and while Kim was kind and attentive, she did not have the items we had requested. Nor did she even have natural diamonds available, despite my clear preference from our first meeting.

I don’t understand why the items we were told to request weeks in advance were not procured for our appointment or why our appointment was over-booked, forcing us to sit in the showroom. While our lateness was accidental, it did not warrant the rude treatment we received from Mercedes, nor the lack of attention and care, as we had requested our selections weeks prior.

For many, purchasing an engagement ring is a once-in-a-lifetime milestone. Unfortunately, our experience at Brilliant Earth was far from what we expected—it was frustrating and disappointing. We did not leave with any additional information or get to experience picking "the diamond" in store, as we were...

I had the absolute pleasure of working with Mercedes, and I can’t say enough about how wonderful she is. From the moment I walked in, she made the entire experience feel effortless and enjoyable. Mercedes is not only incredibly knowledgeable, but also genuine. She took the time to listen closely to my very specific list of wants and needs for the ring, and with her expertise and personal touch, she narrowed everything down until we found the PERFECT one for my now fiancée.

What really stood out was how cared for I felt throughout the process. Mercedes went above and beyond to make sure every detail was right. Thanks to her, what could have been an overwhelming process became one of the most memorable and joyful experiences leading up to our engagement. We honestly cannot thank her enough for helping make such a special moment even...

I went into the Chestnut Hill Brilliant Earth and was immediately treated like I was a family member. The care that Mercedes Nadal took in helping me find the perfect engagement ring was absolutely amazing. She knew the stress of finding the perfect ring and assisted me right up until and even checked in after the ring arrived. I am not a typical “google review” or any review individual but the experience is one that needs to be shared! Thank you so much for the perfect customer service and...