Brilliant Earth — Local services in Philadelphia

WOW!!! Where do I start? This was without a doubt the worst retail experience of my life. I would have to write a novel to explain all of the breakdowns in communication and service. I went to Brilliant Earth is to look for an engagement ring after I had been to a couple other places, I spoke to Amy who helped me out. I let her know that I had been to another place and gave her the specifics on the ring and the price and the reason why was here was because the other place couldn’t have the ring done by the 17th and I needed it by then because I was leaving the country to propose to my girlfriend. This is about 1 month advance notice. She said her company had what was basically the same diamond and was the same size and quality. I’ll t was about $4200 more than the other place but I was willing to pay more to have it by the 17th. The other place was honest with me and said they couldn’t have it by that date. I paid the 50% deposit and was told it would be ready by the 16th. I proceeded to get accommodations for her family that included flights and hotels because I had a big grandiose plan to propose. At the cost of about 15k for their accommodations. Fast forward and I was notified about a week prior that the ring wouldn’t be ready til the 17th I called immediately and was promised it would be ready. Remember I’m leaving in the country on the morning of the 18th. On the night of the 16th I get a chance mail information me it won’t be ready for a week. 🤦🏻‍♂️ Needless to say I wasn’t happy. Everything was ruined !!! They contacted me saying they should be able to get me a showroom ring to use for the proposal. This is the morning of the 17th, they said they would call me within a he hour and nothing at all. NO CALL!! I called and left messages repeatedly and nothing. I get a email on the 21st while I’m outta the country saying sorry we can’t get you a temp ring( not that it even matters at this point). Whole family was there for the engagement and nothing happened. Very very embarrassing to say the least. The mgr called me and said they would make it up to me when I came to pick the ring up. When I’m went to pick it up a week later all they were willing to do is give me $200 off. INSANE!!! I bought a 4.38 carat good quality and color diamond ( you can imagine the cost) . $200 is a insult. I asked to speak to the National mgr and when she finally called me 4 days later all she offered was a $500 store credit. Why would I want a store credit when I’m obviously never gonna shop here again. To sum it up I spent a lot of money on the ring and a additional 15 for her family to fly out to a vacation to see a proposal that never happened. Not to mention the additional $11k I spent for us two for the trip so 26k waisted for nothing. The customer service is horrible and their internal communication is horrible also. The store mg can’t make any decisions on her own without authorization from the national mgr. It’s as if they didn’t care to save my future business. Do yourself a favor and stay far far away. They do not care about you at all( you’re...

Final Update: Received the ring in the mail and it is just as beautiful as the day we bought it! Very pleased. As for the refund, I was told I would see the refund on my card in 5-7 business days as of June 28th. I understand everyone is short staffed with COVID and also super busy so I patiently gave it time before contacting the company again. I called again July 19th just for an update and was told by customer service that they saw the note from the manager for the refund but it wasn't sent to the billing department so they would send it now and I would see the refund again in 5-7 business days. Again, no worries, it happens. Still hadn't heard anything for a few weeks and called again August 11th. Was told again they saw the note, but it wasn't passed on to the billing department and would do it now, so another 5-7 business days. Told them that was what I was told a few times before, but okay, will wait. And finally on August 19, 2 months after the initial refund was granted, I finally saw the amount returned to me. I do have to say everyone I spoke to was very professional and polite, but I hate having to be the person to call and keep calling to keep an order status on track. Took off a star for this experience, but if you don't have to return or get anything fixed, Brilliant Earth does have great products.

UPDATE: A manager named Diana reached out to me regarding this issue and was able to get the repair covered. Still awaiting the repaired ring back for a final review, but I am satisfied Brilliant Earth is going to stand behind their product! Everyone from the employees in the showrooms, to customer service, to the manager Sam, were all very nice and helpful even if initially the repair didn't go as I planned.

[Wanted to love this company because I love their designs and support their values, but they don't stand behind their products. Both my engagement ring and wedding band are from Brilliant Earth. After not even a year of wearing my wedding band, I lost a marquis diamond. When that happened, I checked my other stones and ALL of them were loose. Brilliant Earth said this was from "normal wear and tear and not manufacture defect" because I had a scratches on the ring. I wear my ring every day with my engagement band which has the same design and settings for the stones and not one of them were loose. If anything, my engagement ring pretty much protects the band so I would have expected damage to the engagement ring before the wedding band. So it wasn't covered and cost me an extra $230 to fix it after paying $1800+ for the platinum band. If the ring was designed to be worn everyday for years to come, I would expect the design to hold up to "normal wear and tear" for more than a few months. I am disappointed in a company who's values I believe in but won't stand behind their products. Support your local...

When my wife and I decided to get wedding rings, we knew we wanted a different experience from the usual jewelery stores. When we heard that Brilliant Earth offered lab diamonds that were free of the horrors of diamond mining, we were impressed. Finally, when we saw the rings in person in the showcase in Philadelphia, we were sold.

Let's fast forward a little bit in time. My wife and I have been married now for a little over a year and a half. Both of us have sent our rings back for service twice now, and both times have taken over a month with infrequent contact from customer service and repair specialists. Add in heaps of confusion when you do get in contact with someone and overall, the experience isn't very pleasant.

My personal beef with Brilliant Earth is about my wedding ring, the Magnus meteorite. It's a beautiful, one of a kind ring with a unique look. A seemingly perfect product. Unfortunately, the striations and unique designs that attracted me to the ring don't seem to last, even after following the ring's special care plan that was only provided to me AFTER my first issue with the ring came to fruition. When I discussed the idea of having a care kit for the ring provided with the order or for purchase, the customer service associate thought it was "a great idea" and that she "didn't know why the company didn't offer anything" to help buyers care for its product. To this date, I don't think anything has been developed.

As I write this review, Brilliant Earth has had our rings for nearly a month and is supposed to be refurbishing both. When my wife spoke to a repair specialist about my ring and that this was now the second time sending it away, even after special care, the associate suggested that maybe we "buy a new ring." I then called to speak with someone, and was told I'd receive a call back. A week went by and I heard nothing. My wife says they sent her an email saying the order was cancelled. So, at this point, I've no idea where the rings are or what's happening with them at this time.

Long story short: we thought Brilliant Earth would be, well, brilliant. Don't get me wrong, everyone we've spoken to has been very kind and has attempted to be accommodating. So, people good. The company as a whole? Go somewhere else.

Edit & Update: the company was supposed to call me yesterday, 4/10/23, with an update. I...