Brilliant Earth — Local services in San Francisco

Bought my wife's wedding set from Brilliant Earth and have this updated review. Engagement ring was 18K Yellow Gold Petite Shared Prong Diamond Ring and her wedding ring was a Petite Shared Prong Diamond Ring.

Look: 5/5 - Open the box look, sparkle, and shine was great, this ring looked incredible, especially after it had just been cleaned.

Design: 0/5 - This is about where the good things to say about the ring stop. My wife lost a stone out of her wedding band after only 4 months of normal wear (she works in an office). We took the ring to two independent jewelers to have it evaluated and they both criticized the shared prongs. They said they were to close together to be effective and the small diamonds in the bands were mis-sized so some were too big, essentially pushing the prongs apart making it easy for one to fall out. One jeweler said that 17 other of the 30-odd diamonds were loose and the prongs needed to be tightened, the other jeweler said that 18 were and showed us a few that were visibly loose to the naked eye. We sent the ring back to BE and they said there were absolutely no problems with the ring or design and would not honor their "Lifetime" warranty on defects, the ring was functioning as designed. They would replace the diamond for $250 and tighten one set of prongs that they said could be an issue, no thank you. Had a local jeweler do them all for less and a replacement stone was only $25, also conflict free. A month later the engagement ring lost a stone and I complained to BE again, they basically told me they couldn't do anything and I was out of luck. Ended up having the ring melted down and remade by a reputable jeweler.

Center Diamond: 5/5 - Still gorgeous, even through all the problems. Local jeweler confirmed the specs on the cert.

Gold: 3/5 - Nice yellow gold color. The center stone holder is 14k for strength and I wish the other prongs would be as well. 18k is too soft and makes the shared prongs too loose, too soon.

My ring: 5/5 - I also bought my 5mm 18k Yellow gold band from BE as well, after two years it has held up good. Comfort fit is comfortable and easy to get on and off. Took advantage of their one free resize and that worked good.

Sales staff: 5/5 Worked with Ryan Stauffer and Jonah Hugg in ordering the rings. They were both very professional and helpful. nothing negative to say about either of them.

Customer service: 1/5 - This is where problems start again. I tried to voice my concerns with the customer service manager Sharon Dziesietnik a few times and kept getting the same response. They made it very clear that they saw no problems with the rings and said the other two jewelers were trying to get my money from me. Now I may have believed her if it weren't for the ring losing another stone a month later and me being able to see visibly loose stones. They wouldn't return the ring, admit fault, or fix anything I was complaining about (new prongs) and basically said my wife shouldn't wear the ring. Examples of when not to wear the ring taken from my notes on conversation with Sharon; sleeping, showering, biking, yoga, or even playing with kids. I can understand some, but these examples cover a big percentage of our lives. Had the feeling that they just thought my wife was dumb and couldn't handle the ring.

Resolution: Had no resolution with the customer service department and as a result had to pay over $1500 to have the rings remade into a quality product. My wife very much enjoys her new ring from Johnson Jewelers and has had it for over 9 months now with zero problems with the same small and large stone and similar style. If you're reading this considering BE for your engagement ring purchase... do not walk, RUN to your closest, local, reputable jeweler and buy a good product that they will...

Hi all,

Before I begin explaining our horrific experience with Brilliant Earth, just notice, as you scroll through these reviews, for every bad review, suddenly a flurry of amazing and outstanding reviews follow. I just hope this can reach any person thinking of using (not so) Brilliant Earth.

First and foremost I should not be writing this review; I should not have known that my partner had planned to propose, an engagement is a one in a lifetime experience. We grow up dreaming about the day our significant other is knelt on one knee, displaying a small box, asking to spend the rest our lives together.

My proposal could not have been more different to the above scenario. My engagement, if you will, was calling parcel force asking whether or not my faux diamond bought on Etsy had passed successfully through customs, ensuring it would arrive in time for our wedding on the 25th July.

Rewind a few months prior to this, my now husband was scanning the internet, watching YouTube videos and educating himself on what diamond he should commit a small fortune towards. After finding what he believe to be the one on the Brilliant Earth website, he paid the money and eagerly awaited it's arrival.

Low and behold a FedEx box arrived, but guess what - they had sent the WRONG ring with a diamond half the size of the one he ordered... and so the fun times with Brilliant Earth began.

We got passed from pillar to post and definitely spoke to the same rude lady that was mentioned two posts down, (remember my comment earlier about 1 bad review = 2 great ones...funny that). The lady informed us that the situation was suboptimal (sarcastic tone intended) and as a gesture of goodwill, we were offered $136.72 friends and family discount...... I was dumbfounded, I found the amount, in comparison to the cost of the ring insulting and would have rather not been offered anything. We were then informed the ring would take another 6 weeks to make. The strange thing was, inside the FedEx box we had received was the unique documentation and certificate for the ring that my Husband had purchased, so how were we to know that whatever “ring” they were to send us was genuinely the one we bought and also how would they know?

A few phone calls later, we were passed to over to Reuben, who informed us that our ring was in fact sat in the shop and he could get it shipped out to us, even though the previous later had said they didn’t have it. So, was it there or not?

We got to the point of not caring anymore, we had yet another call with the rude lady who mentioned again that it was to be made and all we cared about now was let’s just try and get our money back as quickly as possible and be done with this shambles of a company.

After being sent the wrong invoice twice for the ring, (we actually laughed at this as we were at our wits end, could they not do the simplest of tasks) we received the shipping label and packaged the WRONG ring back to the company.

Honestly, we had a glass of prosecco when he was finally refunded. We laugh about it now, and what a debacle it was. Even if a company has 80% good reviews but the negative ones are clearly genuinely unsatisfied customers who have experienced hellish situation beware! Always go with your gut, especially when there is consistency in negative reviews.

I do not want anyone out there to have the same experience as we did. Proposing and getting engaged is such a beautiful and special moment, you do not want it to be ruined like ours...

If you want to make sure your proposal day and your ring are special and perfect, this is not the company for you. We had the most awful experience with Brilliant Earth and while we were patient and willing to walk away or forgive for adequate compensation...they did neither!

I called Brilliant Earth about my idea for a custom engagement ring. I wanted my and my fiance's birthstones on the leaves instead of all diamonds. They said they would have no problem doing that and that custom rings took a few weeks longer than normal rings. We calculated out when I would need and I gave them the date plus about 3 days buffer in case something happened with shipping. They said they would no problem delivering that day and could probably get it to me sooner. They subsequently GUARANTEED delivery for that date which I thought was wonderful.

So life goes on for a week or so and I decide to contact them since I haven't heard anything back. I'm pretty nervous during this whole time planning all the other details of my proposal and want to make sure nothing bad happens. I ask them for a status and I'm told that everything is great and going well. I ask them again a few more times before the due date to double check and triple check and quadruple check everything is great...I consistently get the same message: everything is going great.

Little did I know that I was being lied to during this process. 3 days before it was due for delivery, they tell me they will need to recast the entire ring and it that they've been having terrible luck setting the birthstones. They tell me that there is no way they can make the guaranteed delivery date that they stated and this whole ring would go beyond their original estimate (that's a total of 4 weeks to get a ring which they obviously only started working on 4 days before it was due).

The best they can do is send me a temporary ring for my once in a lifetime engagement. When it arrives, it's the wrong size and doesn't even stay on my fiance's hand. I have to explain everything to her and she, although very upset with BE at this point, doesn't have a ring to show anyone that she is engaged.

Now they finally get around to shipping my custom ring and its wrong. In their mad rush to the ring to us, the person I ordered with hadn't even reviewed the ring before they sent it. When I called to talk to her she said it looked beautiful and lied to me about what it looked like. I then had to escalate to her manager who informed me that my original rep wasn't supposed to give me guaranteed dates and was supposed to have warned me about the custom ring process earlier. Great...I got shafted as a customer and apparently I was the one who should have known better.

The reparations they provided for screwing up a multi-thousand dollar ring was paltry. On their website they state that they have a commitment to quality and excellence and let me just say that its an outright lie. You can say everything you want but if your actions don't match it, then it's not true.

Save yourself the heartache and money and purchase from one of the many other conflict-free providers....99% of all diamonds in the world now follow UN's Kimberely Process.

IF YOU READ ONLY ONE LINE READ THIS (tl;dr): YOU GET BETTER CUSTOMER SERVICE FROM MCDONALDS THAN YOU DO FROM BRILLIANT EARTH AND THEIR PRODUCTION...