Brilliant Earth

Anna T

I really wanted to love their rings considering the purpose and values. However, it's been extremely difficult dealing with them. My partner ordered me one of the ombre rings for my wedding band. It was held and delayed because the agent said there's an outstanding balance. There's no way to do a partial payment online so this was news to us. The receipt showed it was paid in full. The agent spent quite a bit of time trying to figure out the issue as we were on the phone for an hour. Turns out it was something weird that happened with the currency conversion so they finally shipped it out but it was almost a week delayed. When the ring arrived, I was so excited to open it. To my disappointment, one of the jewels looked quite a bit darker than the others. The jewel colors also did not look like the picture online. We called in to request a return it so we could purchase a different ring and this has been extremely difficult. It seems there were line items that look like additional jewel stones were added to the bill. Keep in mind, my partner ONLY added the ring to cart. The agent again spent quite a bit of time trying to figure out the issue since we said we did not purchase additional items. We've been calling and emailing several times for the past 2 weeks. There's been no email responses and calling in to speak with an agent has proven difficult each time with the agents saying they will send us a return label, but we still have not received one. Really wanted to love them but ended up feeling extremely disappointed instead.

Yonah Borns-Weil

Let me begin by saying that the engagement ring I got my fiancee from Brilliant Earth was excellent; it was exactly as advertised, came on time (significantly faster than the majority of jewelers), and the price was quite reasonable given the product. Moreover they have a huge range of options and customizability, which can't be taken for granted. Ultimately, that's what I paid the company for and I can't really complain, so my rating has a floor of four stars. However, the customer service for Brilliant Earth was pretty inadequate. I ordered the ring with a delivery date fairly soon before I was going to propose, and paid via bank wire, only afterwards seeing the fine print that this sometimes delays the date (in my opinion this should be shown PROMINENTLY by the delivery date). I then called to make sure the date was still as listed, and was put on hold for a while but eventually told it should be, and that I would get a confirmation email within 48 hours. But I never received the email, and had to email them to eventually get a confirmation email. They then said I would get another email when the ring had shipped and when it arrived for pickup, but I never got either of those, and had to call the store to make sure everything was as it should be. Meanwhile, they sent me at least ten advertisement emails (despite me opting out of these, of course) in between, so they clearly had the correct address. It was pretty frustrating to have to repeatedly confirm everything. But again, ultimately I received the ring on time and it was really nice, so four stars.

Kaelyn Morimoto

I had an appointment to browse engagement rings because I wasn’t sure what I wanted, and it was everything I could hope for! Mellisa was our sales associate and she was so kind and helpful! She showed us an amazing selection and really helped me curate my dream ring. She answered all of our questions and made sure we figured out what we loved and didn’t love in a ring. I would highly recommend brilliant earth - especially the San Francisco location.

Cheyenne Christopherson

I made an appointment over a month ago for this weekend, since my partner will be in town. I get an email today (2 days before the appointment) saying they overbooked and cancelled my appointment. The next available one is now March 16, long after my partner will have left. It reminds me of the Seinfeld episode about car reservations - they know how to *take* a reservation but they don’t know how to *hold* a reservation. So, there is quite literally no point is making an appointment. After reading other 1 star reviews I kind of feel like I dodged a bullet with Brilliant Earth and I’m pleased to say I will be taking my business elsewhere! :)