Brilliant Earth — Local services in San Diego

I absolutely love my ring and was devastated when I noticed that the band had cracked. I was so upset I was in tears. It appears the ring cracked around the solder joint. I'm an accountant, I sit at my desk for 50+ hours a week. I never wear my ring when I workout, and I always take it off when sleeping, showering, etc. There was zero stress put on the ring, and it should not have cracked, especially after 9 months after it was purchased.

I emailed Naomi Czerwinskyj, who my fiance purchased my ring from, letting her know the band of my ring had cracked. I asked her if I could come in to drop off the ring, and asked if the ring repair would be covered under warranty since the ring was purchased less than 9 months ago. She responds to my email, and proposes two different days for me to come in. But she never addressed whether or not the repair would be covered under warranty. I send a second email, and attached two pictures from my proposal, and again ask if the repair will be covered under warranty. She does not respond. 11 days later, I send another email asking if I can come in to drop off my ring. Again, she does not respond.

Since Naomi was not responding to me, I called the generic Brilliant Earth phone number and left a voicemail, and didn't receive a call back for 2 days. Someone named Isabel (person #2 that I was in contact with) called me back and left me a voicemail. Here's the problem, as soon as you try calling Brilliant Earth back, you just get a line that rings and rings and no one ever answers the phone! I gave up after 20 minutes of being on hold and hung up.

Then I received a response from the emails I sent Naomi from another representative, Tory Cabot (person #3 that I was in contact with). Tory tells me they're responding on behalf of Naomi, they'd be happy to get a repair appointment set up for me, and asks when would be a good time to give me a call. I respond to Tory's email within 3 minutes saying that I was free and asked them to call me. I get zero response from Tory. I call the phone number listed on Tory's email signature and leave a voicemail. I get zero call back.

The next morning, I received a call from Christoper another representative (person #4 I'm in contact with) on behalf of Tory. Again, I was at work when I received the call and I missed it. So when I tried calling back, the same exact thing happened - the phone just kept ringing and no one ever answered. I again gave up after being on hold for more than 10 minutes.

I was so frustrated that I finally gave up and just made an appointment online. Apparently, this is what I should have done in the first place. I assumed that the person my fiance purchased a very expensive ring from would have been more responsive and helpful (especially when she knows we haven't even purchased a matching wedding band yet).

I go into the showroom to drop off my ring for repair. Athina (person #5) was very nice during my appointment. I dropped off the ring last Sunday, July 22nd. She informed me that the ring would be shipped out to San Francisco and that we should expect to receive an update by Friday, July 27th at the latest. She told to me call Sarah (person #6) if we didn't hear an update by Friday.

On Monday, July 30th my fiance called the phone number on Sarah's card and waited on hold for 90 minutes before finally hanging up. He then went on Brilliant Earth's website and used the online chat feature. Isabel tells him that the ring is at the San Francisco location and we should be hearing from the repair team by tomorrow.

It is now Tuesday, July 31st and we have heard zero communication from a Brilliant Earth representative. They have had my ring in their custody for 10 days and we have received zero updates on the status of what repairs are needed. We also still have no idea if the repair is covered under warranty.

This is by far the worst customer service experience I have ever had. It's repulsive to think that a company would treat you so poorly after spending so much...

I have never experienced such a frustrating and frankly appalling customer service experience. I initially visited this location in early May to browse their selection and schedule an appointment. While there, a couple was getting into a heated discussion with one of the sales representatives regarding their ring which they had sent in for the second time for repairs after they noticed yet another flaw with it. This really should have been our cue to look elsewhere.

Shortly after our scheduling our booking, I called their customer service line to reschedule after an unforeseen conflict came up. BE WARNED that ALL calls will go to a call center and they will NOT let you contact the store directly. They were able to reschedule the appointment and I got a confirmation email. I then called about two weeks later to see if they could order some diamonds for my partner and I to view at our appointment. The call center employee seemed annoyed that I was requesting specific diamonds and kept telling me it would really inconvenience them to have them order diamonds for us to view when they already have some "similar ones" in the store. For something as important as an engagement ring, you would THINK they would be looking to accommodate you. He ends up telling me to email him the diamonds I want and I do. I call again two days later since I had never received any kind of reply to my email and now not only do I find out my new appointment was cancelled without my permission, but the diamonds were never forwarded to the store in the first place. I now have to reschedule AGAIN for a day where I now need to take off work, and AGAIN email someone.

I call again a week later to confirm the diamonds were ordered since it seems that's a big ask. Now I'm told that the diamonds might be ordered but because of the timing, they may not make it. I ask how I will know if they DO make it and I'm told to "just keep calling"

Fast forward a week and I call again to find out no one knows what is going on and the diamonds could or could not be on their way, but they will call me back to confirm after speaking with the store. I never get a call back so I call the next day only to be told the same thing again. Now I call back a third time and am told the manager is on the other line but is "really busy" and can't confirm so to wait an hour for them to call back. Once again, nothing....

Finally I receive an email a week before my appointment to tell me a diamond I didn't even request is not available but that they have "somewhat similar" ones on location??? I call one more time just to try my luck and am told that the diamonds won't be there, they were never going to be there, and that I can just come in and see if there's anything similar that I might like... I cancelled the appointment.

Overall, HORRIBLE customer service, AWFUL experience, and this has frankly soured engagement ring shopping for my partner and I a considerable deal. I would never recommend this business to anyone looking for a pleasant, transparent process for buying an engagement ring, well, unless you're okay with "something similar" to what you...

I will start by saying I love my engagement ring, it's a 5 star product. Amazing product but terrible service. It's beautiful my fiancé spent hours online to design this ring, and it's gorgeous. We appreciate that all the materials are responsibly sourced. No blood diamonds here and their gemstones are beautiful. Quality is excellent I love my ring it's unique and beautifully crafted.

However, this review is on the service. My fiancé ordered the ring online a few months back it was delayed by a week. We decided to purchase my wedding ring here as well. I wanted to try some pieces on since my ring would require a special band. There is only one showroom in San Diego. I thought we could walk in but due to Covid it was by appointment only. When we got there the front desk check in person tried to book my appointment but had all these issues. I ended up going on my phone to book it myself. He wasn't very confident in his knowledge of the website not sure if he was new. He wasn't very professional. We came back a week later for our appointment. There were two people helping us and one was brand new in training still. They had a selection out for me for try on. They pretty much said every ring looked great. Which I get you want to sell me anything. We decided on a set and purchased two for a unique wrap around look. I didn't feel like they were very professional for the amount of money being spent and the quality of the products I would have expected more professional staff onsite. Also I wanted my ring looked at but they do not have a jeweler onsite to help! It keep snagging on clothing and the prong just needs to be polished or sanded down to be smooth. I would have to ship my ring back to SF to be examined and wait for it to come back. Wish they could have onsite jewelers to help with small repairs. It don't want to be without my ring for who knows how long with all these shipping issues. I couldn't even drive to the SF showroom for repairs. It would still have to be sent in! Disappointed.

My wedding rings are delayed again which I will forgive since shipping is a nightmare but it's coming from San Francisco. Even the customer service line is bad! I really expected better customer service. I called to check on status since I never got the tracking information. She had my information pulled up but didn't even know it was shipping to the showroom and kept changing the information she was giving me. Not knowledgeable at all.

Overall great products love it all. That is why I came back to purchase my wedding rings here as well. But service in all areas is just lack luster.

Update: I finally went in to pick up my wedding rings. Which was delayed and the communication on when they would arrive was terrible. Had to keep calling to find out and no one told me an appointment was needed just to pick them up! Of course the day was booked when I finally got my confirmation email. Another day delay, I booked and appointment during my lunch break just so I get this over and done with. Finally got my rings! I love my rings but I don't know if I ever want to go through this...