Brilliant Earth — Local services in Walnut Creek

I made an appointment with the Brilliant Earth-Walnut Creek store to go engagement ring shopping with my (then) girlfriend (now fiancée!) and was greeted by Trang. Trang was extremely patient and informative with us. As this was my initial process to the ring shopping before I started my own research, I was not too aware of the intricacies of diamond characteristics and all the different ring settings, but Trang was so patient in explaining all that to us. She was able to help my girlfriend narrow down her favorite ring settings, but never making her feel pressured or rushed to select one. In the end, my girlfriend was able to narrow it down to 3-4 ring settings which was exactly what I wanted since I still wanted an element of surprise. After that Trang, offered to sit down with me individually to have a private discussion on the expectations of cost vs ring and I was able to begin my own research. Trang even sent over some potential diamonds for my price point and criterion.

After performing extensive research, I wanted more help prior to confirming my ring purchase so I reached out to Trang for another appointment (this time without my girlfriend). Trang was extremely responsive, and was prepared with the diamonds I was considering and she had kept all the notes from our previous appointment. We walked through the purchasing process together, and I never felt pressured or rushed to make a decision. She kept my best interest at heart and made me so comfortable and reassured with my final decision.

I normally do not write reviews, but I wanted to write this review to show my thanks and appreciation for Trang and her efforts into making my engagement one of the best...

Edit: Have been called 3 times about this review. Each time they say they want to see what they can do to make it a better review. They offer a friends and family discount. I repeat I wont shop at Brilliant Earth ever again. They always say Ill contact my supervisor to see what other things I can offer. Never call back.

Here is what happened: Told wedding ring will be ready Wednesday for pickup. Called to confirm, they said it was instore and ready. Drove 2hr to store for Manger (Michael) to tell it is in not there and currently in transit. Accepts fault promises to make it right and call when it arrives. Says it arrives Friday.

Call Friday afternoon to confirm ring is ready after never getting called. Told its ready for pickup, asked them to make sure since I have a long drive and it wasn't there last time. Reassured it is there and ready for pickup. As you can guess, get to store and its not even there. They offered $5 trashy jewelry no one would wear. I declined it, left my name, number, email and asked store manager to call first thing tomorrow. Staff reassures me he will call first thing.

Saturday at 3pm we call asking as we hadn't heard anything. Staff at store says they are busy and will call back in 15min. At 3:45pm we call again, no one answers at all, customers service rep tells us escalation manager will call. 4pm Michael calls telling us ring is ready with a upset attitude and says maybe he could give us a second pair of earrings (a pair we already got for free with purchase). Get ring finally and leave...

Disappointing Experience at Walnut Creek Location My fiancée and I had high hopes for Brilliant Earth, but our experience at the Walnut Creek location has been consistently disappointing across multiple visits.

During our initial appointment, we felt rushed through the entire process. Our sales associate seemed more focused on pushing us toward specific rings rather than helping us find what we actually wanted. My fiancée was pressured toward a ring she wasn't comfortable with, and I was hurried through sizing without proper attention to getting the right fit.

When we returned to pick up our rings, the problems continued. My ring was completely the wrong size and we received minimal help with the resizing process. To make matters worse, they forgot to give us the complimentary diamond earrings that were supposed to be included with our purchase.

The rushed service and lack of attention to detail has left us with a bad taste after each visit. For such an important purchase, we expected a more personalized, thoughtful experience. Instead, we consistently leave feeling disappointed with the customer service.

Ring shopping should be an exciting experience, but the team at this location made it stressful and unsatisfying. Hopefully they can improve their approach to better serve future couples.

Update needed: Still waiting for proper ring sizing and our missing...