Brilliant Earth — Local services in Tampa

DO NOT BUY FROM BRILLIANT EARTH. To clarify, this review is not a direct review of the Tampa store in particular, rather it is a review of Brilliant Earth as a whole company/business. My fiancé proposed with a gorgeous ring from Brilliant Earth, I was initially ecstatic. Within less than 24 hours of wearing the ring, I realized one of the tiny diamonds on the band was missing which was very disappointing considering the financial investment my fiancé made on this ring. I had to have the ring resized also. We called customer service immediately and they made an appointment for us at the Tampa store to see a sales associate and hand off the ring to be sent out for repair and resizing. We confirmed our address, had the ring looked over, sales associate filled out a form and notes, checked my size, the sales associate told us we’d have the ring back “within 3 weeks, maybe less.” It has now been FOUR WEEKS at the time of writing this review. The estimated delivery date went from 8/26, to 8/28, to 8/29. My fiancé called and spoke with customer service as well as did the online chat with customer service through their website multiple times. We finally got an actually tracking number with a delivery date for 8/30. We were sitting at home excitedly waiting for the ring to be delivered with the tracking status saying “out for delivery” when all of a sudden it changed to “unable to be delivered.” My fiancé again called Brilliant Earth, spoke with several people over the course of about 2 hours just to find out that whoever shipped it did not put our complete address (apparently left off our unit number). They said that fedex had already made a label for the ring to be returned to sender and Brilliant Earth would have to re-ship it after they receive it. They said now we are looking at waiting at least another week! At this point, given the subpar work from the beginning and less than satisfactory repair/delivery time, he asked for a refund. The response he got was that they have no way to provide a refund. It seems we pretty much have no recourse unless we want to take legal action seeing as we paid for a product that is in Brilliant Earth’s possession, not ours. I am cautiously optimistic that I will have my ring back and in good form in the next week, but if I don’t, we will have to proceed with other avenues of getting refunded. If I do get my ring back, we will be bringing it to a local jeweler to get it checked out to be sure the diamonds are all secure and that the center diamond is in fact the original diamond my fiancé paid for and has paperwork for. I don’t trust this company at all at this point. Save yourself the disappointment and frustration and go to a trustworthy, reputable, reliable jeweler! What is supposed to be one of the happiest, most celebratory times has turned into a very disappointing time, and we are out thousands of dollars that we otherwise could put toward our wedding and our future. DO NOT BUY JEWELRY FROM...

Where to begin, the item itself was fine. However my girlfriend did not like it, no problem went to the store location to exchange. They told us that an exchange for an order we had picked up the day prior would take a week to go through, which is insane for a less than $500 item, we have done exchanges at other jewelers with 0 problems and have done with no wait time to "verify" the item. Rather than wait a week we decided to do a return and just purchase the one she had liked so that this process would be expedited. The two girls who helped us had no idea how to do a return, this process took 45 minutes. 45 minutes to do a return and purchase that is insane.

Also, when we got there we weren't even helped for the first 15 minutes because only 1 employee was at the front assisting someone else. Another employee came up and stated they could not help us because a third employee asked them to do something. I'm sorry but customers are more important, especially at a fine jewelry store. Any other high-end jeweler would have had someone, a manager, store employee, etc. immediately help us. You are ask risk of losing sales by not stopping what you are doing and assisting the customer.

After we decided to go through with the return, the girls were messaging their "manager" who works remotely in California (which is so stupid why would you guys have a virtual store manager, especially if your staff are so badly trained they can't even do a simple return) the girls had no idea what to do. The whole experience was terrible, and for the price of some of your items, I will never go back to any Brilliant Earth ever again and will make sure to tell everyone I know not to buy from you especially when so many other high-end jewelers are out there with exceptional service.

Basically, revise your exchange process to allow orders under $500 to be verified by in-store staff to expedite the exchange.

Train your employees, there is no excuse that 2 store employees have no idea how to do a return, this should be a 5-minute max ordeal, not 45 minutes. They should be prepared for any customer experience they may face, not just selling items.

Lastly, I can understand a virtual general manager, but to have literally no in-store management is crazy, no wonder these people are so poorly trained, they have no guidance except from a person literally on the other side of the country with whom they are only communicating with via laptop instant messaging.

Good luck Brilliant Earth, not buying...

Brilliant Earth has made our engagement ring purchase living hell! After months of designing a custom ring, traveling to two different stores, multiple Zoom calls and many rendering revisions, we entrusted in Brilliant Earth to build a quality ring. The process took months and lacked basic communication since every time you call you get a different customer service representative who can’t tell you anything new about the status of the ring. After being lied to about the status and delivery date multiple times, we received the ring, only to realize that a diamond was crooked! After calling and being told “it’s probably just an optical illusion,” we sent the ring back and they agreed it was not set correctly and that it would have to be completely remade. After waiting a few more MONTHS with back and forth phone calls and emails and being told more excuses, we were told that the second ring failed quality inspection and would have to be remade another time. At this point, we asked if it was the design and if we should redesign it and they said there wasn’t an issue with the design. Now, the delivery date has changed three times and every time it is scheduled to ship, we call and they say it’s still being worked on. At this point it has been 8 months since the initial order and payment and 4 months since we sent back the first ring. It is beyond comical at this point and has ruined what should be a fun experience. We can’t even finalize wedding details because who knows when this ring is going to show up after paying over 5k for it. Save yourself and go to a...