Brilliant Earth — Local services in Portland

Terrible Experience with this Company. I bought a ring from here about a year ago. We haven't had time to get my wife's ring resized up until about 3 weeks ago.

So we take her ring to go get it re sized because our wedding is in (at that time 2 months. We take it in and they have us pay $140 because we were out of the time frame of getting done for free...okay fine, I understand that.

So we pay and leave the ring there and we're informed that it would take 2 weeks. For the whole process to be competed.

Well at about the 3 week mark we call wondering where her ring is. We were told that they are shipping it to the wrong address. Even though they were given our current address. Then their exact words were "we don't know where your ring is" and also told us that there was nobody we could talk to and that we would get a call in 24 hours from someone that would have more information.

Well upon that call. My wife experienced a very disrespectful, unhelpful, offensive, rude, unhappy lady. She clearly hates her job and when they hired her she was probably one of those applications that was at the bottom of the basket/ no other choice type of situations. Clearly they had no other options because she meets no requirements of customer service. Absolutely terrible. She accused my wife of being wrong about them saying that they couldn't find the ring. She was very accusatory and had no remorse about the situation that we have been trying to find our ring for about a week at this point. Then on top of that she was saying my wife's ring was cheap and "not good quality." So on top of making her feel that her $5000 ring is terrible, she makes fun of our wedding ring that we truly love. Then says we never paid the $140 and they needed to collect payment.

My Wife and I work in customer service and that last thing you do is point the finger back at the customer that's paying your paycheck. I recommend a termination but who knows. Brilliant Earth seems to be the type of company that wants their customers to experience no help.

The last thing on top of all of this is that she says THEY HAVENT DONE ANYTHING TO THE RING YET????? So they had it for 3 weeks and didn't do a single thing. They said the emailed me but I was no part of the drop off of the ring. My wife went gave her email, her phone number, her contact info and for some reason they emailed me? And no phone call from then to try to figure it out for us.

Terrible company. If you buy your jewelry from here your supporting a buisness that's clearly in it for the money and doesn't care about the customer experience. Please don't waste your time. Unless you want a confusing, unhelpful, stressful, experience in finding jewelry.

I like to buy my wife Jewelry as any other guy would. However, this Company won't see a single penny from me moving forward. I really wish zero stars...

My experience with brilliant earth was absolutely terrible. Costumer service was a complete joke. I had to call multiple times to ask for help and never received any. One customer service rep said that my concerns were never noted. Finally After calling 5 times and every time I called the costumer service reps told me someone would be contacting me in 24-48 hours to help with my concerns and when nobody had contacted me I called and asked for a manager. I waited again the 24-48 hours while finally a manager did contact me. They did not resolve my issue and I finally asked for my ring to be sent back. Apparently if you get your jewelry worked on by any other company besides brilliant earth they will not touch your jewelry without a liability contract signed, which basically states that they are not responsible for any damage that happens to your jewelry in their possession. In my situation it was my wedding ring, I sent in my ring in perfectly good condition asking for it to be cleaned, And they wanted me to sign my ring off stating that they would not be liable if they lost the diamond, damaged the diamond, scratched the diamond, broke a prong, or any other damage done. I told them that I did not want to sign this in order for my ring to be cleaned. I said I am simply just asking for a cleaning. They told me that they could not clean my ring without these liability forms signed. I told them that is ridiculous and they could send my ring back because I will not be signing those forms. I told them this is just for a cleaning, they told me that they could not do it. And this was with a manager. I told they how unable I was and how terrible their costumer service was and what I had to go through and there response was “sorry” after over a month I am hoping I get my ring back. When I bought my ring I specifically bought it from brilliant earth because I liked the company. After my experience with costumer service I would absolutely not recommend this company to anyone. They are not helpful, they outsource their costumer service. And you simply cannot get your jewelry worked on. I went in to the Portland location thinking that the jeweler there would clean my ring at my appointment time. However, they had to send it out to I believe New Jersey to where I guess they clean and repair jewelry? So all in all this was a horrible experience. For people that pay thousands and thousands of dollars for there jewelry like myself, you think they would be a little more helpful and accommodating. Do not do business with this company. I would also like to include I have never written a review in my life and this is my first one. I am so disappointed they I felt i had to write this. The money that I spent with this company for them to be like this...

8 weeks before my wedding I contacted customer service about my ring needing repairs (I caught my hand in the car door and it bent the band and took the diamond out of the setting). I have full coverage insurance on my ring so I wanted to go through Brilliant Earth for the repair, but told them because the wedding was so close if the repair would take long I would take it to a local jeweler. I talked to 2 customer service people and the sales associate when I dropped off my ring and all three assured me I would have my ring back in 3 weeks and that they would put on file that we needed it back for our wedding coming up. 3 weeks later I hadn't heard from them so I called customer service again and they had just gotten done reviewing the ring and hadn't started repairing it yet. The gal assured me that I would have my ring back by Sept 24th (8 days before the wedding). Before they will ship the ring they make you fill out a e-document (the gal never told me to expect one so I did not check my email over the weekend and didn't get it until the following Monday). I filled out the document Monday morning and never heard from them so that Friday i sent them an email and the next day got an email saying that the address I put on the E-document did not match the address my Fiancé had the ring shipped to (his parents address so I wouldn't find it) so we corrected the address that Saturday and still as of today (Tuesday) we hadn't heard anything so I called again and the customer service gal I talked to said it takes a couple days for billing to go through the documents, but once they did, they would over night it to the show room, but I leave for my out of town wedding tomorrow and now will not have my ring for my wedding. Also, even if by some miracle my ring showed up to the show room before we left tomorrow (Wednesday) the store is closed on Wednesdays! I also asked if I could have it shipped to where we are going and they said to change the address it would take 3-6 business days. My ring has been sitting completely repaired since Sept 17th, but because they never got back to me about the address not matching and I had to contact them 5 days later, I wont get to have my ring for my wedding. The ring itself is absolutely gorgeous, but beware the communication and customer care...