Brilliant Earth — Local services in Scottsdale

The review below is about the company, not the Scottsdale showroom. The Scottsdale showroom employees are wonderful. I wish they didn’t have to deal with what the company leaves them to deal with. I couldn’t speak higher of all of the employees. The compassion and the concern they showed was such a better experience than anything I dealt with from the company HQ. Elise and Christine were just amazing. They helped me maintain my sanity while dealing with below issue. Thank goodness they have a physical showroom, or I would have felt completely unheard.

Buyer beware. I wish I could leave 0 stars. I have been dealing with a nightmare consumer experience since the second week of March of 2022. My ring broke 4x in 8 months and had it repaired 3x. Oh the 4th time I begged for a refund and multiple managers in the Scottsdale showroom helped escalate my case for me to get it refunded. I have received my center stone, but still haven’t received my refund check after a month. Every time I talk to someone at customer service, they give me a different reason why it hasn’t been refunded yet. First excuse was that “I didn’t confirm my shipping address for the check”, but the showroom employee was able to see I responded same day to the email to confirm. I was told it takes 2 weeks to receive a check, although the confirmation e-mail we received multiple times said 4-7 business days. I have been told 3x since last Friday, November 4th 2022 that I would receive a FedEx tracking number to overnight the refund, and nothing. Every time I call customer service they tell me they are doing the best they can. This shouldn’t be that difficult to cut a refund check on a shoddy piece of jewelry. I can’t believe I’m getting married in a couple of months and still don’t have an engagement ring thanks to them. It’s supposed to be such a joyous time, except this company has added a whole new level of stress to a wedding planning process....

Don’t purchase your ring from this company unless you want nothing but issues. My fiancé and I haven’t been engaged for a year yet and I’ve already had to send my ring in for the 3rd time now to get repaired. They don’t do any repairs on site or even cleanings! Anytime it needs to be repaired (even for the smallest thing) or cleaned it has to be sent out and your without your ring for at least 3 weeks. The 2nd time my ring was sent out, it was due to the center stone becoming loose (mind you I wear it regularly and take it off when I’m doing chores around the house) when I received it back, the center stone still had a wiggle to it. I wasn’t going to bring it in again because I didn’t want to have to wait for it for another 3 weeks but 2 stones on the bottom of the ring fell out! Now that it’s been with them for 2 weeks, apparently their repair team has options for us on how to repair it which tells me that the past 2 weeks that it’s been with some 3rd party repair place, it’s just been sitting there because their repair team has to confirm with us on how we want it repaired. On top of all that, the repair teams only takes appointments to speak with them, you can’t just speak with them as soon as you have someone on the phone. WTH?! Just put the stones back in and send me my ring back! This is ridiculous and they don’t do anything to make the situation better. My wedding is 7 months away at this point and I don’t want to wear my engagement ring until the day of because I don’t want to send it back AGAIN! With the amount of money and heart that we (the customers) pay - the quality should be significantly better! We will NOT be purchasing my wedding band from this company, nor will my fiancé or myself ever purchase any jewelry from this...

Thank you, Anna Ford, for all of your amazing help and knowledgeable input during our appointment. We’ve been shopping around for a little while, and this is the first sit-down appointment that we’ve attended. Blown away would be a putting it lightly, and the options regarding customization were phenomenal. We were able to identify exactly what we needed by the end of the appointment.

I just cannot overstate enough how incredibly helpful, kind, informative and professional Anna was. Her expertise was EXTREMELY clear and very comforting. Coming to understand that she manages customer experience at Brilliant Earth, and thus doesn’t often take one-on-one appointments, makes complete sense. I can’t imagine someone better fit for her job description. Anyone lucky enough to have Anna for their appointment, or presumably anyone she’s trained, can rest completely assured that their needs will be taken care of, and then some. I have the option of purchasing an identical stone, ring, and setting, for a decent bit less, through another company. That said, given the experience we had, I can’t imagine taking my business anywhere else, and I won’t. My budget is relatively strict, but the delta between the two costs is 1000% made up for by the support and security instilled in me throughout our appointment.

I’ll be recommending Brilliant Earth to any of my friends who are soon to be engaged (we’re at that age; and there are quite a few). From the bottom of my heart, thank you, Anna, and the Brilliant Earth team working behind the scenes, for making this usually challenging endeavor one of the easiest decisions...