Brilliant Earth — Local services in Seattle

I would give this review 0 stars if I could so let me tell you the horror story of this company so you do not buy from them and should read the consumer affairs reports and reviews online that we wish we did.

I purchased an engagement ring from them and within a 12 month period the diamonds fell out. We sent it for repair and had it back for 2 months and the diamonds fell out again. My fiancée only wears the ring not even half the week as she works in the medical industry where she cannot wear it. After the this time we decided to take it to a reputable jeweler to have a look at it and they said to us it was a very poor design and it would happen again. With that knowledge we checked the company policy and it said they stand by their product design with a lifetime warranty on all products. It's right on their website. With that said we called and told them the problem, we had it looked at by a 3rd party and said we want a full-refund due this being a design issue. They refused, and told us to send back the ring once again for repair and they will look at it. We told them that is unacceptable as the ring has design issues and it is hardly worn to be having this many issues in a 14 month period. They did not care and refused that and would not respond to their warranty which we told them numerous times.

Their offer to us like they were doing us a favour was that we could pick another setting. With no other choice as they were not budging on anything we decided to go that route. We found a setting, used our original diamonds and once confirmed we agreed to proceed ahead with the setting change. We were finally told from them both verbally and in writing that it was at equal cost with nothing owing so the order was place.

After more weeks of waiting I finally got a notice the ring was shipped. I reviewed the details of it and once again found another problem. They made the ring setting in the wrong metal and I had to call them to not send it and to fix it to what we ordered. During that time we had to push back our wedding date, cancel venues and lost thousands on numerous deposits so we were not happy to say the least.

We then finally got word from them the ring is ready to ship but there is additional money owing on the ring? I called them back and said we went over everything and was told with not only verbal confirmation, but written confirmation that it was a straight across exchange for equal value. They said no that was a mistake cause we went from white gold to platinum which I confirmed in those emails numerous times that they said NO CHARGE. I told them once again this is unacceptable, they have cost us thousands in cancellation fees from pushing back our wedding from their mistakes, poor craftmanship and sure incompetence. They refused to take any responsibility on any of it. Not for any of the errors, not for standing by their written policy or willing to budge on a charge they failed to inform us of and actually lied to us about. This is hands down the worst experience, customer service, product quality and craftsmanship in one single company we have ever had to deal with.

We did speak to lawyer on this and because we live in Canada and they are in the US, we were instructed it is not worth the fight or costs to proceed ahead even though there is more than enough evidence to file a unfair and deceptive bad business action against. So we have decided that when this ring arrives, we will be melting it down, taking the diamonds out and having a real jeweler locally make us a proper ring. So this 6k ring is now going to be 8k not including the thousands we lost with postponing our wedding due to the sure incompetence and shady business practices of this company.

As a 12 year Army Veteran, I cannot tell you enough to stay away from this business and save yourself all the frustration and money this will cost cause it is...

We recently went through Brilliant Earth for our engagement rings and then our wedding bands. It has been one issue after another.

It started small, with us being told the wrong ring sizing (the ring flew off my hand when I talked with my hand once) and then us being told to wait until summer to get it resized because our fingers plump up. We then went in to the store 2 more times and every time were told a different ring size. When we finally got it resized, Brilliant Earth wouldn't cover it so we had to use our warranty.

Next, I am not the decisive person so we went to the store twice to look at wedding bands. There were two that are very similar that we were debating between and finally decided on one. They said that they would link mine and my fiances accounts. The next time we went in to purchase the ring, my file had been completely delete and there was no reference to which ring I wanted, having to go through he process all over again.

We ordered our bands and my Fiances ring came in with the engraving wrong. It was correct on the order form so it is 100% Brilliant Earth's fault. I was told that they had to send it to the repair team for them to "shave it down" and then put the corrected engraving over it. I asked for them to send us a new ring instead because I don't want a ring that has been "shaved down". I was told that the only way to do that is to request a refund for the ring and purchase a new one but we wouldn't receive a refund for the engraving. Wild.

To recap: Brilliant Earth made our ring incorrectly and now we either have to take a ring that has been altered by shaving it down or pay extra money to get a new one.

A supervisor eventually called, Sara Nelson, and we spoke on the phone for 20 minutes. During which she agreed that because of Brilliant Earth's failure to communicate properly and continually providing miss information that they would be sending a new ring to be engraved at a later date. She also noted that there would be a "friends and family discount" applied and that I would be reimbursed for the engraving.

None of this happened.

We hung up the phone with me be very grateful and asking for the next steps: she said that she would call me back the next day to confirm everything. Which of course did not happen. I had to email her to follow up and was told the same ring was being sent back and no discounts would be applied.

After writing the above review on Yelp and reaching out to the BBB 2 other people reached out-- both saying conflicting things and both people not following through. Additionally, we were offered $204 and our engraving to be reimbursed as long as we took down our reviews and let BBB know all was good (with specific verbiage that they wanted us to use). When I told the representative that it was illegal to ask us to do that, they quickly side stepped and of course, never followed up.

So disappointed by Brilliant Earth's blatant lies and poor customer service.

UPDATE:

We took my husbands ring back to get resized and they engraved it without request made by us, without our signature or verbal authorization. When I pointed this out to Caleb, the manager, he was rude, unhelpful and basically offered no assistance with the issue that once again BE caused.

Save yourself the heartache and go literally,...

My husband proposed in 2023 with a beautiful engagement ring from Brilliant Earth--an 18k yellow gold four-prong solitaire. I have never owned a piece of jewelry this expensive, so I have been extremely careful with it since I got it. I never slept in it, showered with it on, or did anything else while wearing it that I thought could damage it. And still, despite all of this, one of the prongs bent back within the first few months I had it. I reached out to Brilliant Earth, certain that damage like this within the first few months of wearing it would qualify for a free repair, but I was told I would need to pay to have the ring repaired. I asked if they could reset the ring in a different setting, since clearly the one I had was prone to damage, and they said I would have to pay full price for a new setting. I went back and forth with the company for weeks explaining to them how careful I am and how I would not be able to ever wear this ring if it is this fragile. All they were willing to offer was a pair of lab diamond studs that I didn't want. I ended up paying to have the ring repaired because I wanted to actually wear my engagement ring. Two years later, I have worn my ring maybe a dozen times since paying to have it repaired because I am so scared about damaging it again. I wore it out to dinner today and, guess what, one of the prongs is bent again. I do not usually write reviews. I work in customer service and I know how annoying it is when someone threatens to write a bad review if you don't comply with their wishes. But after doing everything else I can think of to appeal to this company, this is the only other thing I can think to do. I cannot wear the engagement ring my husband gave me because it is too fragile to withstand even minor wear and tear. I have truly only worn this ring maybe a dozen times in the last two years, and it's clear to me that I am now going to have to save up my money and go to another jeweler and to have my ring reset, since Brilliant Earth refuses to take responsibility for their products. Maybe this is my fault. This is the only engagement ring I've ever owned, so maybe it's my fault for thinking I would be able to wear it out to dinner without causing severe damage. I don't really hear of other people having this much trouble with their rings. I'm not going rock climbing with it; I'm truly wearing it out to dinner and other casual outings. I take it off as soon as I get home. I keep it in a safe place. I do everything I can think to do to avoid damage, but clearly the only way to avoid damage is by not wearing it at all. I'm leaving this review to urge others to consider another store before buying from Brilliant Earth. If I could go back in time, that's certainly...