Brilliant Earth — Local services in St. Louis

Sadly, I think giving a one star review is too much—it would be negative 100 if I could. My husband wanted to upgrade my wedding ring for our 5 year anniversary vow renewal ceremony, and we originally had a wonderful experience with Brilliant Earth, and expected the same amazing customer service. Unfortunately, our upgrade experience was beyond awful. Not only did our wedding ring NOT arrive on time for our vow renewal ceremony, when the ring finally arrived, it was the wrong size and the wrong setting. Our show room agent, Shawntee, was extremely unprofessional and took down our upgrade order entirely wrong—the incorrect ring size and the incorrect ring setting. She also never gave us updates on why it was taking so long for our ring to come in. We brought our original diamond certification paperwork with us to turn in on the day we placed our upgrade order, and she insisted that she didn’t need that paperwork. My husband and I live 45 minutes away from the showroom location—2 days after the order, she called to tell us she needed that same paperwork she insisted we didn't need to turn in previously. I can forgive that mistake, but to take down our order wrong and get the sizing wrong and to not even communicate with us about why our ring order was so delayed. She sent us one update email that had so many typos and contradictions, we didn’t understand what she was saying. So we tried to call the corporate line and they were just as unhelpful about giving us an update—especially since we needed the ring in a time sensitive manner for our vow renewal ceremony. 4 months later—and I still do NOT have my ring. The only good thing I can say about this Brilliant Earth location (and company as a whole) is the manager, Kourtney. She is the only person who has shown her care and understanding at how outrageous our experience has been trying to get our ring, while simultaneously trying to help us navigate the unfortunate predicament we have been put in—having our ring order NOT arrive in time for a vow renewal ceremony, and then when it finally arrived weeks after the ceremony, the complete wrong size and setting—and now Brilliant Earth is trying not to honor our original order—they are trying to charge us an additional few for their mistake.

In a nutshell, I would never recommend Brilliant earth to any family or friends or anyone who is in the market for a wedding ring—and that makes me very sad because my original experience with them 7+ years ago when my husband and I got engaged was wonderful and made us want to come back for the upgrade. Not anymore. Do not go here. And if for some reason you really want to (despite our warning), only let Kourtni help you in the showroom—clearly she’s the only person I would trust to handle such a special order...

I would strongly caution anyone considering this jeweler's services.

My experience with this jeweler, in the pursuit of a beautiful engagement ring, was a story of missed promises and unmet expectations. The initial allure of the ring was overshadowed by the frustrating service I received. The sales representatives, at first, filled me with hope, assuring me that the ring would be in my hands in time for an important trip. However, when the ring arrived late, my eagerly anticipated engagement plans were crushed.

Throughout the process, I felt like I was kept in the dark, with no updates on the delayed delivery and a tracking system that offered no clarity. I was forced to reach out to a generic customer service number, and even then, the information I received was less than satisfactory.

When I turned to the store representative who had originally promised me a timely delivery, he passed the buck to his manager, despite previously claiming to be my partner and advocate. The manager, to their credit, admitted fault, but explained that their influence over the production process was limited due to it occurring at a separate location. This admission was frustrating, as it seemed that no proactive solutions were offered to address the situation, leaving me feeling like just another transaction.

The absence of any meaningful efforts to rectify the issue, such as offering a temporary ring or any form of compensation, only added to my disappointment. Even when I arrived to pick up the ring, neither the salesperson nor the manager greeted me personally or offered a heartfelt apology.

While the product itself is undoubtedly beautiful, I would caution anyone considering this jeweler's services. My experience was a tale of missed moments, where the promise of a magnificent ring was marred by a service that failed to meet expectations. I sincerely hope that others can avoid a similar ordeal and find a jeweler who truly values...

Avoid at all costs! My partner and I came here for an engagement ring a few months ago after seeing ads online. There's not a lot of options in store and they'll force you to make a 50% "deposit" on a stone just to see it in their showroom. Beware: if you make this "deposit", they will consider this the day you own that loose stone! We decided to return our ring after seeing the poor craftsmanship of the finished product and were told that it was eligible for full return by the customer service hotline. My partner brought it to the showroom before the 30-day period of return ended just to find out weeks later that the front desk worker processed it incorrectly as a partial return. Again the hotline was called and we were assured it was a mistake by the showroom worker and that we would receive the money back in a few days.

Much to our surprise, the loose stone arrived a few days later back to the showroom "ready for pickup"! They now claim that the stone is not eligible for return and claim that we "owned" it when a 50% deposit was made. This is not what we were told by multiple representatives of the company.

There are so many awesome local jewelers in this area that will bring in multiple stones (no deposit necessary) to see in-person with more competitive pricing. Lab or mined! I deeply regret coming here and hope this review saves someone else from making the...