Brilliant Earth Reviews 1,486

My husband bought me an engagement ring and after about a year, the prongs became loose and the diamonds fell out. We sent the ring in for repairs (which were costly). I have not had the ring 10 months and the diamonds are falling out again. I called to ask what can be done, and the customer service person was rude and offered no assistance other than send it in and pay for more repairs. I would not order from this company ever again. If the ring is extremely “delicate”, it should be noted somewhere. Now I am left with an unwearable ring.

Can’t quite articulate how disappointed we are with the misleading service provided by Brilliant Earth, and if we could we would 100% go back and buy elsewhere.

We are Irish and bought a ring to be collected in New York as we were over on holidays for New Years and thought it would be a nice experience. Everything was going pretty smoothly and we collected the ring while being told we had free resizing for the year. We even had a conversation with the Brilliant Earth employee about coming from Ireland to collect the ring being a great occasion.

The ring fit perfectly in the collection location but upon returning home my partner felt the ring was a little too big. We contacted Brilliant Earth who then decided to inform us that the ring would need to be shipped back to the US for the resize to be performed and we would be charged customs for the value of the ring AGAIN when it was delivered back to us. We asked if they had an office in somewhere in Europe we could visit to have this done and were bluntly told to go visit our local jeweller and have them do it but in doing so would void the warranty with Brilliant Earth. For a company that prides themselves on being "Global" this is an absolute disgrace.

Brilliant Earth gives the impression that they will go above and beyond for you until they have your money, then it becomes a case of them not caring about their customer at all. We had even planned to purchase our wedding bands from them but have now decided to go elsewhere due to the abysmal service received. I would avoid this company if at all possible.

I had a very disappointing experience with Brilliant Earth after purchasing the 14K Yellow Gold Engravable Diamond Sunlight Charm. While the product itself looked fine initially, the customer support experience afterward was extremely frustrating and unhelpful.

The day I received the charm I clasped into onto a necklace chain and wore it out to dinner. At dinner I realized the charm had fallen off the chain and was no where to be found. I was devastated as this was my birthday gift from my husband and had our daughters initial engraved on it. Fortunately that evening when I was changing I found the charm and clasp in my nursing bra. I realized that the clasp that came with the charm to secure it on a chain was not secure at all and easily un-clasped. I took the charm and clasp into Brilliant Earth to see if they would provide me with a better clasp or solution. They gave me the option of getting a new clasp of the one already provided stating that the first one may be faulty, or to pay over $100 for an upgraded clasp. I already paid over $600 for the charm that I almost lost the first day wearing it, why should I have to pay another $100 to make sure I don't lose it?! I went with option 1 of getting a new clasp (the same as the first provided). When I received it, it was just as easy to open as the first and I have not felt comfortable wearing the charm in fear of losing it again. I will now take the charm and clasp into my local jeweler to pay them to sauder the clasp closed so that I don't run the risk of losing it again.

This is the last time I will be shopping at Brilliant Earth.

For a brand that markets itself as premium and ethical, the post-purchase support was surprisingly poor. Jewelry is not a casual purchase, and customers should feel supported if something goes wrong.

I would strongly caution others to consider the quality of customer service and the product before purchasing from Brilliant Earth.

Bought my engagement and wedding ring last august now it fade/tarnish. Is it normal for 18k gold ring to tarnish like this?

My bf proposed on Christmas. He told me he originally wanted to do it on a trip we had planned prior, but it never showed up on time. Whoever he talked to on the phone said it would arrive in time. It never did. When he tracked it it was delayed. When he contacted Brilliant they said because of where we lived. Weird because we get packages from ups and different places quick so not sure what the issue was. First off they lied when they said when the estimated delivery date was. Ruined what his out of the country trip since he had no ring.
Let’s backtrack. He didn’t know my ring size and didn’t want to spoil it and ask me my size. When he called a representative told him it didn’t matter what size he ordered he can get it resized no cost as long as it’s in the time frame. So he ordered a ring. Finally when he proposed it didn’t fit. We go into the store and they said they’ll have to ship it to find out the price if anything or if they can remake it at no cost. A week later he calls them and they say it will be another $2 grand. He explained to them that the ring didn’t come in time for our trip and when he talked to someone on the phone they said size didn’t matter it can get resized as long as it’s in the time frame.

Some bullshit to add another 2 grand on top of it when he was told something else. I get it rings can’t stretch out, but to be told something and to order it for it not to be my size and to find out another payment on top of what he paid is crazy.

Get your ring somewhere else. Also had to wait a WEEK to find out what the outcome would be even thought when we went inside the store to ship it back, they got it within a day.

This place I NOT WORTH it.

My fiancé and I had a horrible experience with Brilliant Earth and would not recommend them. The process started off ok when we went to the store on 10/24/25. The gentleman who helped us was knowledgeable and nice. We ordered what we had researched online and was told the ring would come in around 11/10/25. My fiancé told him we had a trip planned for 11/19 where he planned to propose. He received an update on 11/10 that it didn't pass the quality inspection and would come in on 11/26. He called customer service, and they were incredibly rude and unhelpful. Although we were disappointed, he proposed on our trip without the ring.

The ring did come in on 11/26/25 and the quality was not what we thought it would be. We had specified that we wanted a royal blue sapphire and not a dark sapphire and the salesperson had assured us they would be what we wanted. He showed us sapphires in the case in the store and said all of their sapphires were royal blue and that is what they are known for. The sapphires in my ring were almost black and had no dimension at all. In general, the ring felt lighter and not as substantial as the picture depicts. However, the center diamond was gorgeous.

We did not take the ring and decided to send it back to have the sapphires replaced. It was late afternoon the day before Thanksgiving, and they said they would send us an email with this info...saying they had the ring and were sending it back, etc. We never received the email.

On the Friday after Thanksgiving, we called Customer Service and they had no record of this. In short, you cannot speak directly to the store. Customer Service is completely different from the store and if we wanted to speak to them, we had to go to the store. We asked to speak to the store and they refused. They also refused to let us speak to their manager. They were incredibly rude, which is crazy considering how much we were spending.

We drove to the store and decided to cancel our order at this point. The customer service was the worst, and we didn't feel comfortable moving forward with such a big purchase with them. The salesperson apologized for our ordeal. It still took 3 weeks to deal with customer service to try and get our money back, even though they had the ring the entire time. We could only speak with customer service, who had no contact with the store and who couldn't care less.

We finally called our credit card company who was able to expedite the process with them and credit our account.

The diamond was beautiful, but they are overpriced. We went to a local jeweler who has been in business 70+ years and they have the equivalent diamond for $2,000 less and could get the sapphire color we were looking for. I would recommend avoiding Brilliant Earth...terrible customer service, overpriced, etc when this process should be an exciting time in your life. Go local!

Left feedback after an unenjoyable experience and someone from Brilliant Earth called, was so kind and receptive to my concerns and made me 100% confident that I want to work with them again in the future.

Beautiful jewelry, that’s the only positives. I bought my wife’s, wedding ring and engagement ring through Brilliant Earth after deciding I like their values (and jewelry appearance). My wife had the ring for approximately a year, and would take if off if doing anything physically related. The diamond fell out and we were unable to locate it. We contacted customer service which they stated they could not do anything since we didn’t have insurance (when purchasing the ring I did not notice or see anything regarding insurance). My wife brought the ring to a physical store to have them check for defects which they stated there was none and they couldn’t do anything. Not to mention the rhodium plating of both of her rings has already started to wear off. The ring setting they don’t offer anymore and basically suggested we purchase a brand new ring. To summarize, I wouldn’t recommend anyone go through this company at all. In hindsight I would have gone through any other jewelry companies. (Such as Shane company where their warranties are already in place).

Update as of 1/14/2026- this has been a nightmare. Customer service had me send the ring in to get looked at. They said it’s normal wear and tear, for the timeframe (one year). And stated we would have to purchase a new stone for around 500$. The customer service rep. Offered half off of the stone, which we agreed to. Received a bill for the full price. There’s absolutely no communication with this company.

Easy to navigate website, was able to customize a bit on the engagement ring. I loved the design i chose and the choices that were available. She even loves the ring and how lovely it looks. They even had a gift sale at the time when buying a ring to receive earrings, and i forgot to put the code in when ordering the ring. So i contacted them, and they responded quickly and said that they can add the earrings in with my order no problem. They are a nice touch to the order. The packaging to me is amazing. I love the color, and design and how easy it was to open and see before you the ring box, which i love also. Wooden design with an easy open lid just added to the earthly vibe. I had a great experience and just wanted to share.

I purchased our wedding bands in person at Brilliant Earth’s Fairfax, VA location on November, 24th 2025. While the associate who assisted us was pleasant, his lack of experience became evident during the checkout process. The purchase involved a split payment: half on my personal credit card and half on a Brilliant Earth Wells Fargo line of credit. Despite having all required information, the associate did not know how to complete the transaction and attempted to process the Wells Fargo line of credit as a Mastercard. When that failed, he asked me to locate my physical card and call back at a later date.

As a result, had several phone calls and emails with my sale person until I had to contact the Brilliant Earth customer service on December 1 to complete the purchase. At that time, I signed an additional fiancing agreement and the remaining balance was paid in full via wells fargo. Two charges subsequently posted, one to my personal credit card on Nov. 24th and one to my Wells Fargo account on Dec 1st, combined totaling just under $3,300. We were given a promised delivery date of December 10.

On December 10, I received a single missed call from Brilliant Earth with no voicemail. I logged into my account to check the status of the order, which reflected a zero balance and showed a status of “processing.” Notably, the last communication I received from Brilliant Earth at this point was via email December 1, a customer satisfaction survey.

On December 16, I called to inquire about the status of my order and was shocked to learn that it had been canceled the previous day due to an alleged “outstanding balance.” This is despite the order still appearing as “in process” reflecting a remaining balance of $0.00 on Brilliant Earth’s website and both of my financial accounts reflecting full payment.

When I asked why no communication had been made prior to canceling the order, the customer service representative cited a single missed phone call on December 10 and claimed that an email had also been sent. However, no such email was ever received, and the representative could not provide a date or time it was allegedly sent or what the email contained.

At this point, I do not know if Brilliant Earth intends to refund the money they clearly received or if they will attempt to claim that no payment was received and withhold the approximately $3,300, or something in between with a partial refund. Best case scenario: BE ties this sum of money up for 1-2 weeks as part of their atrocious refund process.

This is the second time I have experienced this issue with Brilliant Earth, where payment was accepted and an order was abruptly canceled without warning. The first time, I was able to intervene before the cancellation was finalized. Unfortunately, in this second instance, and with just over 2 weeks remaining until our wedding, we have been left without wedding bands and with a financial hardship that will make it difficult to buy new rings from a different vendor.

Brilliant Earth’s communication throughout this process has been severely lacking, both with customers and internally. The in-store sales representative and customer service team provided conflicting guidance and imposed inconsistent requirements for completing payment. It would not be surprising if internal communication failures, particularly between financing, customer service, and order fulfillment, led to this cancellation despite payment having been received. At best, this reflects significant disorganization and unprofessionalism; at worst, it raises serious concerns about the reliability and business practices of Brilliant Earth.

One thing is clear, BE cannot be trusted with an important event.

I purchased the Marina Huge Earrings in ombre. They don't look like the photos. The stones are so small you can't even tell what color they are. They are so light weight that you can barely consider them 14k gold. The picture of the model wearing the earrings is very misleading as they look bigger. These earrings are a ripoff at $600 due to size and weight. I probably could have done better at Macys.

Worst online shopping experience ever.
I had placed an order that was sent to me and had to clear the Greek customs. The authorities requested a certificate of quality from FEDEX in order to release the item. FedEX informed me that the company Brilliant Earth had to provide that.
I have contacted the company numerous times, opened tickets with the shipping department and after three weeks noone has done anything.
The result was that I had to cancel all the engagement preparations, lose money on my reservations since I do not have the engagement ring and of course go through all the emotional stress and disappointment. More than a month after I placed the order I still have not received my product and there is no light at the end of this tunnel.

I ordered an engagement ring more than a month ago with an expected delivery date of 20th of November. After receiving a first delay email on November 18th, 19th, 20th and lastly 22nd I received complete radio silence on the updates. After calling repeatedly with the question of when I can expect the ring I only received the update that it would take longer and that it would ship in 3 days. The current expected shipping date is the 10th (tomorrow) yet I now receive this email as a response to my enquiry on the status of the ring, cause now I want a written response of this ineptitude.

Their response:

" Hi Xavier,

We hope you are doing well and we appreciate you for reaching out to Brilliant Earth!

We are deeply sorry to hear about your experience with us so far concerning the communication around your order and we hope we can turn that around for you. Upon reviewing your order details, there were delays in receiving the diamond that you had ordered and we have received an update from our Diamond Expert Team informing us that the center stone on your order was lost in transit to our jewelers. We are currently looking for replacement options for you at this time for you to place a new order with.

If you would like to proceed with a cancellation, please indicate so in response to this email and we will happily fulfill your request. Again, we send our sincerest apologies for the lack of communication regarding your order.

We look forward to hearing back from you! "

So now I find out that I was consistently given false information on the phone by multiple different customer service agents on how long my order would take to arrive seeing as how the ring is not even made yet. This coupled with the fact that I've had to practically beg the company to give me information ( 5 calls at this point) on an expensive and intimate product has made this experience abysmal. If I could give them 0 stars I would, which is sad because I loved the ethos behind the company.

I have too many complaints to waste my time writing, so I'll just sum things up in one sentence....... Horrible-Horrible customer service....... I would NOT recommend this business to anyone wanting a to make a jewelry purchase.

In reply to Brilliant Earth's reply........You contacted me already two days ago. You stated the Austin store's manager would be reaching out to me. As of today, I have not heard from anyone. In keeping with Brilliant Earth's awful customer care, I'm going to assume the manager will never call.



Hi Paul,


We hope you are doing well!

My name is Julius and I am a Resolutions Manager at Brilliant Earth.?I would like to thank you for taking the time to write about your experience, which allows us the chance to make improvements when needed based off feedback like yours.?Here at Brilliant Earth, we pride ourselves on our excellent customer service, and in this instance, I am truly sorry we have not met that standard.

I will? be reaching out to you personally in the next 24 hours to touch base. I would like to learn more about? what happened and how we can make things right.Alternatively, if it is more convenient to set up a date and time that works better with your schedule, you may do so by clicking the link below.?

Please click?here?to ?set up a return call.

Quality lasts long enough for the refund period but not after that. Think of it like a car that offers 5-year warranty on everything when buying new - they know the problems are unlikely to occur that early so its an easy marketing. BE know that you are buying the product well in advance of engagements or weddings so their short 30-day window will fly by. The rings last about a year before way too many scratches appear and the engagement ring lost its diamond.

Don't risk it, go somewhere else.

Rain was very helpful in providing many details and in helping me with my liking and budget!

I enjoyed the help and expertise with choosing my beautiful piece for my special birthday.

My boyfriend has been waiting for my engagement ring for over a month now. He is flying from Florida to Vancouver this Thursday, and this company still hasn’t managed to get the ring delivered. They keep pushing the delivery date back every single week, and their website never updates with accurate delivery information.

On top of the delays and excuses, he has been wasting his time calling them every couple of days, only to hear the same story repeatedly. Today, they sent him another email stating that the “estimated earliest date of arrival” would now be November 19th. ( the day before his departure )When I read that, I couldn’t believe it.

He is flying here on November 20th, and the company has known this since the day he purchased the ring—five or six weeks ago. They assured him that he would have it well before his trip. What a complete disappointment that promise turned out to be. After all the runaround for the past 5–6 weeks, he will now be arriving with no ring at all.

It is incredibly disappointing and frankly unacceptable that a company specializing in significant life moments—engagements, anniversaries, birthdays—cannot manage something as basic as a reliable delivery timeline. People make important plans around these dates, yet this company continues to push the delivery back week after week as if it doesn’t matter.

This company clearly does not care about timelines or the importance of what they are delivering. I am so disappointed in Brilliant Earth that I am telling him to request a refund, because at this point I don’t even want the ring from this company that would do this to him and to so many people. When I read that 17% of the reviews were one star. That’s almost one out of five people that are disappointed in this company. It’s unfortunate that we didn’t read Trustpilot prior to him purchasing the ring and dealing with this nonsense. 

Amazing experience, the customer service is always available and the jeweleries are so beautiful. My fiancée is ecstatic about her engagement ring.