Brilliant Earth — Local services in West Hollywood

UPDATE: Brilliant Earth reached out to me to “set things right.” Then the customer service agent scheduled and completely blew off 3 different calls with me. When we finally connected, the woman seemed really kind and sincerely interested in making my partner and I feel whole again after the delayed rings. She told me she was excited to review the case with her team and would call me back with a solution the next day. I never heard from her again.

And now my PLATINUM engagement ring is back at brilliant earth for repair. Less than 30 days into wearing it, it completely warped out of shape. I took amazing care of the ring - I took it off to shower, I took it off to sleep, and I took it off to work out. I picked up and moved a kitchen chair and looked down a moment later and the ring was completely an oval shape. Now I am waiting an additional 4 weeks to wear my engagement ring. When I receive the repaired ring back, I will 100% be getting it appraised at a different jeweler. I have never heard of a platinum ring distorting and bending like that. This ordeal graduated from a customer service issue to a severely questionable quality issue.

I seldom ever write negative reviews. But this whole experience has been really disheartening. My partner and I feel completely taken advantage of by a company who has not cared about quality or customer service from the moment they ran our credit cards.

I had one of the most disappointing experiences with Brilliant Earth, and I strongly advise against trusting them with anything as important as an engagement. My partner and I ordered our engagement rings and were promised delivery on the Thursday before we left for a special trip. My partner was planning a surprise proposal, and the rings were a key part of that moment. However, instead of delivering as promised, Brilliant Earth delayed the shipment from Thursday to the following Monday—the day we were leaving.

I immediately called to explain how important it was to receive the rings before our trip. I was assured that the issue would be resolved and that they understood how crucial it was to us. But instead of taking action to make things right, they delayed yet again—this time until Tuesday. By that point, the surprise proposal was ruined, the rings weren’t there for our special moment, and the engagement photos we had planned were completely ruined. It was heartbreaking and so disappointing after months of anticipation.

What made this entire experience so disappointing was the complete indifference of their customer service team. I have never encountered a company with such a warm and accommodating sales team and a complete change in temperature once they have your money. Despite explaining how this had completely derailed our engagement plans and caused us significant emotional distress, they were shockingly unsympathetic. They did nothing to remedy the situation, offered no solutions, no compensation, and it became clear that they simply did not care. This was meant to be a once-in-a-lifetime moment between me and my partner and that meant nothing to them.

Brilliant Earth’s lack of professionalism and disregard for their customers’ important life events set such a disappointing tone for what is supposed to be a joyful and memorable experience. Their failure to deliver on time and their refusal to make it right sadly tainted what should have been the happiest moment of our lives. I cannot stress enough how frustrating and emotionally upsetting this entire ordeal has been.

If you value your special moments and expect even basic customer service, I highly recommend looking elsewhere. Brilliant Earth’s incompetence and apathy completely shattered our engagement plans, and I wouldn’t want anyone else to go through the...

UPDATE: after being reached out to by brilliant earths executive senior management I was told they want to ensure my 1 star experience becomes a 5 star experience and they asked how they could help. After asking for an expedite, or extended cancellation period so I can ensure the product is made correctly given the previous error, they refused both and asked what else they could do to make things better. I explained that given I can't get a wedding band by my wedding and I can't ensure I can get a refund if it is again remade incorrectly, why don't they tell me how they think they can make my experience better?

The kicker: They told me extending the policy violates their company values / mission to minimize waste 😂😂 but because they were a very philanthropic organization they were willing to donate on my behalf to make up for messing up my fiances wedding band and trying to make it up to me. Imagine using a tax break for the org as a fix to the problem at hand...

Take your money and run this organization isn't worth your time or money.

ORIGINAL REVIEW: Would love to rate lower if I could. Brilliant Earth sold us on a ring they committed to making per the design we saw in store Brilliant Earth did not make the ring per the measurements / specs we were shown in location Brilliant Earth provides ZERO ability to directly contact any location you've interacted with Brilliant Earth doesn't actually submit requests for follow ups when they are requested Brilliant Earth, after remaking the ring to incorrect dimensions offerred to remake the ring, but was the late to actually make the ring even though they committed it would be done prior to our wedding Brilliant Earth refuses to provide refund if the ring comes back still incorrect because their policy requires that even if they make the ring incorrectly and have to remake it, if the remake happens after 30 days they refuse to refund, even if remade improperly Brilliant Earth sales staff has ZERO control over manufacturing and timeline and while they have positive intentions have negligible ability to provide a positive customer experience.

My fiance's ring will not be arriving on time for our wedding and Brilliant Earth has done next to nothing to ensure we are taken care of outside of denying any expedite or support on our order outside of an outright cancellation. I would never trust them with an important occasion and would never buy from this...

Brilliant Earth was like the tenth place I went to find an engagement ring for my boyfriend (now fiancé!), but it should have been the first! From the day-of appointment I made to see their showroom to the day I picked up the final sized ring (all in less than three weeks!), this was the BEST experience I could have ever imagined.

Hawk Ongchangco, the consultant who met with me at the West Hollywood location, quickly got to know me (their vibe is so warm and bright!), taking in all the information I had from my search for the perfect ring. We got on the same wavelength quickly and together selected four beautiful designs, two of which became my BF's finalists. All the while, Hawk answered my unending questions with extensive knowledge, never saying more than they honestly knew. After leaving other places (especially in the Jewelry District) feeling like I was being hustled or pushed in a direction I did not want, Hawk's collaboration with me was so refreshing!

I really appreciated the range of designs they had, from spellbinding single stone rings (which were so fun to try on!) to the more elegant channel and inset settings that my BF and I both desired. In particular, we loved how their settings have real character and beauty, beyond just the stones. We ultimately picked the Astra, exactly what he wanted as an engagement ring to wear for his whole life, and what I thought was the most elegant and captivating ring I saw in my entire quest.

Once again, I really appreciate Hawk's help with my case, helping me get an unsized loaner in the same Astra design, so that I could propose on the exact date I wanted, then getting me the sized ring less than a week later. They were also incredibly helpful in figuring out the best way to pay for the ring, and I ultimately stayed within my budget while coming home with exactly what I wanted. I was glad to get a lifetime protection plan that covers resizing and repairs--this gorgeous ring is going to be in our lives for many years to come! We already have Brilliant Earth in mind for our wedding bands, and maybe another treat or two! Thank...