Brilliant Earth Reviews 

My engagement ring had one of the gems pop out in under a year right before our wedding. I had to call them 10 times. Speak to 6 different people. I was hung up on TWICE. All for them to tell me there was nothing they could do about it and sent me my ring back. NOTHING YOU COULD DO? How? It’s in the warranty? How do you lose a customer for life? How is your settings and craftsmanship so poor? This was an expensive ring I should’ve went to a local jeweler.

If you are considering Brilliant Earth for something as important as your wedding, please read this. I wish someone had warned me.

My experience with Brilliant Earth didn’t just disappoint me — it ruined the most important part of my destination wedding and caused emotional damage that can’t be undone.

I ordered an 18k ring in my correct size (around a 7). What Brilliant Earth sent me was a 14k ring in a size 3 — four sizes smaller and not even the correct gold purity. It arrived late, after weeks of silence and zero communication from their team. Because of their mistakes, I had to travel to my destination wedding without my ring.

The most painful part is that we had planned a blessing of the rings ceremony with our family — a once‑in‑a‑lifetime moment. We had to cancel the entire blessing because Brilliant Earth failed to deliver what we paid for. I was so embarrassed and heartbroken that I had to get married wearing a dollar‑store fake ring, and in every wedding photo I am hiding my hands because I was ashamed. We have no pictures of our real rings because we never received the correct ones in time.

To make things worse, Brilliant Earth had promised us three $250 gift cards and a pair of diamond studs as part of a promotion — and they did not honor any of it. Not one gift card. Not the studs. Nothing.

Their lack of communication, lack of accountability, and complete disregard for the emotional impact of their mistakes is unbelievable. If the ring size hadn’t been wrong, we would have never checked the karat — and that’s when we discovered they sent 14k instead of the 18k we paid for. That was the final straw. Their “high standards” and “integrity” are just marketing words. Our experience showed the opposite.

This wasn’t a small inconvenience. This was our wedding, a moment we can never redo. The emotional damage, the embarrassment, the financial loss, and the ruined ceremony are things we will carry forever.

I am sharing this so no one else has to go through what we did. Brilliant Earth failed us in every way that mattered.

Our ring was delayed three weeks. We were told it was for quality assurance to then find out the diamond was not in the factory for the first two delays. We get married on Friday and now I will not have a ring to be married in. We have been dragged around by customer service. Never ever received a call back when we have requested them. They cannot expedite our order nor can they do overnight shipping. We have been sent back and forth between getting it before the wedding to after. Every call has had a different answer regarding when our ring can be delivered. No one talks to each other nor can we get a straight answer from customer service regarding what the production team has said. It is absolutely ridiculous to be told that they cannot do anything with our order when we have fully explained our situation and the urgency we have regarding receiving this ring. We requested a call from the manager and was told we would have a call back within 24 hours. I highly doubt we will receive that call.

This is completely unacceptable and we cannot believe how horrible customer service has been. I will now be getting married without my ring thanks to the horrible customer service of Brilliant Earth.

One of the clasps securing the diamond broke, after just 1.5 years of having it. The diamond also was apparently D colour, ideal cute, and IF Clarity, however never sparkled like other diamonds despite ++cleaning with Brilliant Earth specific ring cleaner. The ring is also more expensive when compared to others of the exact same.

What a disaster this place is. Terrible settings we started losing stones within the first 3 years. Buyer beware. How bad is it?
When the team member has so many complaints about the product that they can’t remember who they just called 2 minutes ago.

Brilliant Earth is amazing!! Their customer service is outstanding, and their tennis bracelets (lab or mined) are gorgeous. I had to return something, and they refunded me back immediately as soon as they got the return. But more importantly, I recently received my 2ct 6" natural diamond tennis bracelet in 18Kt white gold (I choose the SI1/H near colorless) which they do as standard (18K). So many charge hundreds extra for 18K. I love it so much and will wear it and never take it off except to clean every now and then. Please don't hesitate to purchase from them!!

We purchased my engagement ring and wedding set from Brilliant Earth back in September of 2024. We had looked online at so many different vendors and liked the BE designs the best. After making an appointment online, the salesperson at the NYC boutique was very helpful and informative, and we selected our rings then and there.

We got our rings in about a month, within the estimated arrival date they gave us, and found that they all needed to be resized. The process was pretty seamless: we dropped them off at the store, they were resized in a couple weeks, and then came back to us in new ring boxes. We didn't have to pay anything extra for the resizing or shipping.

Overall, we're very happy with our experience so far. The rings have stood up to consistent wear, and we get many compliments on the nature-inspired designs. We did buy a protection plan for the engagement ring, but haven't taken it in for service yet and so can't comment on that.

I rarely leave reviews, but after what has been a 3-month ordeal, I feel obligated to warn others — especially anyone considering buying from Brilliant Earth internationally.

This was meant to be one of the most important purchases of my life — an engagement ring. Instead, it has turned into one of the most stressful, expensive, and disappointing experiences I’ve ever had with a company.

The purchase itself seemed straightforward. I bought an engagement ring for approximately $10,000 while visiting New York. At the point of collecting the ring in-store, I was explicitly promised that resizing would be free of charge regardless of where I was in the world, including the UK. This was clearly stated to me in person and was a key factor in my decision to proceed.

That promise turned out to be completely false.

When the ring required resizing, I was told this could not be done outside of New York. This directly contradicted what I had been told at the point of collection. There was no real solution offered, no accountability, and no effort to correct the situation in a reasonable way.

As a direct result, I had no choice but to return to New York, costing me approximately £6,000. This was entirely avoidable and only necessary because of incorrect information provided by their staff.

To make matters worse, I was also promised a complimentary earring and bracelet set, which I have still not received. The original ring box, which should have been included as part of the purchase, has also not been provided.

The entire situation dragged on for over three months, with constant chasing, inconsistent communication, and no clear ownership of the issue. For a company positioning itself as premium, the level of aftercare has been extremely poor.

The final straw was a call with their Customer Experience Resolution Consultant. After explaining everything — the broken promise, the £6,000 loss, the missing items, and the time and stress involved — I was told that no compensation would be offered. The only action they agreed to take was to send the items that should have been provided from the outset.

Even more concerning, when I asked to escalate the matter, I was refused management contact details and given no clear route to take the complaint further.

This was not just a purchase. It was tied to a proposal, a planned trip to New York, and the beginning of our wedding journey. Instead of being a positive experience, it has been overshadowed by stress, financial loss, and the frustration of dealing with a company that has shown very little accountability.

If you are considering buying from Brilliant Earth, particularly from outside the US, I would strongly advise caution. Do not rely on verbal assurances, ensure everything is confirmed in writing, and be aware that if anything goes wrong, the level of support may fall far short of expectations.

Summary:

$8,000 engagement ring
Clear promise made in-store that was not honoured
£6,000 additional cost incurred as a result
Promised items not delivered
Over three months of poor communication
No compensation offered
No proper escalation process provided

This has been a deeply disappointing experience from start to finish.

Friendly and fun experience

If I could give no stars I would. I purchased the Nathalie diamond ring one year ago as a wedding ring. The item seemed beautiful - until it broke on my finger a month ago. The whole back of the ring had fallen off and was lost, with a diamond missing. I don't do any manual labour and only realised the ring had snapped when I felt it pinching my finger. I sent the ring back to Brilliant Earth for analysis, and they claimed they couldn't find a fault with the item. They said I would need to pay for it to be repaired and for a new setting to be created. This would cost half the price of the original ring ($1,990). I cannot fathom how such a premium item could break within one year of wear and am even more appalled that BE had the gall to ask me to pay for the repair. This was my wedding ring and deeply sentimental and the whole process has left me extremely upset. Terrible craftsmanship, even worse customer service; I can't help but think the company is deliberately scamming people. I've done some due diligence online and it seems there are many others with the same experience as me. Do not, under any circumstances, buy from Brilliant Earth.

**1-Star Review – Horrible Customer Service and Zero Willingness to Help**

I wish I could give negative stars. Buying an engagement ring should be a joyful experience, but this place turned it into one long exercise in frustration and disappointment.

From the very beginning, communication was terrible—messages ignored for days or weeks, responses when they finally came were short, rude, and often made no sense.

The biggest problems:

- Endless excuses and delays with no real updates or accountability. Every time I checked in, it was a new reason why things weren’t moving, but never any effort to fix the situation.

- Completely unwilling to work with me on even the most reasonable requests. I asked for simple alternatives to try to salvage the situation—options that any decent jeweler would at least consider—and they shot down every single one without hesitation. The attitude was basically “our process is our process, deal with it.” No empathy, no flexibility, nothing.

They happily took payment upfront but treated me like a burden the entire rest of the way. Zero ownership of problems they caused, zero interest in making a disappointed customer happy.

If you’re looking for an engagement ring, go literally anywhere else. This place clearly does not care about customers or what this purchase means to people. Save yourself the stress and heartbreak—choose a jeweler that actually values you.

Run the other way.

I want to update my experience with Brilliant Earth after an earlier review, because what matters most to me is not perfection—it’s accountability and follow-through.
Yes, there were initial hiccups. But what happened after I shared my concerns is what truly stood out.
Brilliant Earth took my feedback seriously, followed up thoughtfully, and went above and beyond to make things right. Their team didn’t just offer surface-level apologies—they listened, owned the issue, and did everything within their power to ensure I was genuinely satisfied with the outcome.
In a world where customer service often feels transactional or dismissive once a sale is made, this level of care was refreshing and meaningful. Every interaction felt human, respectful, and solution-oriented. I never felt rushed or brushed off—only supported.
Because of how they handled this, I can confidently say that Brilliant Earth exemplifies what great customer experience should look like. Mistakes can happen anywhere. How a company responds is what defines them—and in this case, they delivered.
Thank you to the Brilliant Earth team for restoring my trust and for setting a standard other companies would be wise to follow.

I never received the diamond certificate. I’ve contacted them multiple times and keeps on apoligizing and allow “24-48hrs” for them to send the digital link. That’s the 3rd time! Now i’m wondering if they sold me a fake diamond!

I FEEL CHEATED.
Was looking at a Diamond to buy but couldn't add to cart without selecting ring style. I only wanted the diamond. i messaged chat. chat person said i can view this in store at southlake, tx and someone will call within 24-48 hours. I need to put a deposit down. and i was ok with that. by the time someone called next day, the diamond was already sold ( i was looking at two and they both SOLD) how ironic. Then they want to push me onto other stones. No thank you. I dont believe the Diamond was sold at all. It was pulled on purpose so it can literally show up on Rarecarat.com THE VERY NEXT DAY with a $500+ markup price.

UPDATE: As of 2/26/2026, I have sent an email to you guys at Customer- Resolution@ brilliantearth.com
I have also included my personal cell phone number to hear from your team. Looking forward to have a conversation. Also, the diamond in question is STILL AVAILABLE as of 8:57pm. I checked rarecarat website and its there. the exact one.

I ordered a necklace and it was supposed to be delivered to my house on 2/3. FedEx attempted to deliver it once and then shipped it back to sender, even though they were supposed to try two more times. Brilliant earth customer service told me that as soon as it arrived back to them, they would send it to me via overnight shipping (complementary). The package arrived at their facility two days ago and they still haven't shipped it out or provided a new tracking number. Long story short, I don't know if or when I will ever receive the item, and they have not issued me a refund.

Update: After countless calls and e- mails, I received my items on 2/12, over a week later than originally promised. While the items are beautiful, I will not order online from this company again.

I am rating Brilliant Earth based on my overall experience, which has been extremely disappointing.

I got engaged in early August and initially loved my ring — it was beautiful. However, on October 7th, the ring completely broke. The diamond setting snapped off entirely, which should never happen, especially after such a short amount of time.
When I contacted Brilliant Earth, the customer service experience was frustrating and unhelpful. The representative did not seem empowered to assist and simply stated that I was outside the 30-day return window, despite the fact that this was clearly a quality and craftsmanship issue.

Brilliant Earth remade the ring, I received the remake November 10th but the replacement was also defective. The setting is visibly crooked, and there are noticeable flaws in the gold. Despite now having two faulty rings, the company has still refused to issue a refund.
After months of going back and forth, including filing a complaint with the BBB, Brilliant Earth continues to deny responsibility. One of their proposed “solutions” was for me to choose a different setting — and then pay the price difference myself. This is completely unacceptable. I should not be expected to spend more money due to their lack of quality control.
At this point, I have lost all trust in this company. A ring of this significance should be made with care, quality materials, and backed by customer support that stands behind its product. Brilliant Earth has failed on all fronts.
If you are looking for a company that values its customers and stands behind its workmanship, I would strongly recommend looking elsewhere.

I am still seeking a full refund.

Update. 2/9 11:42am Brilliant Earth HAS NOT reached out to me. Love the lies.

My fiancee and I ordered an engagement ring from Brilliant Earth: the Enchanted Garden Luxe, which has small pave diamonds on the band. We ordered it in Boston (where I lived at the time) and were quoted 1 month for production.

The ring was a whole 2 months late. Multiple proposals were disrupted. He ended up buying another temporary ring from Brilliant Earth in the interim and proposed with that.

The reason they stated as the delay? It wasn't passing their QA checks. This is also an important detail for later.

Finally we went to the show room in Portland to pick it up. We did this because despite all of the delays, they wouldn't waive the additional taxes to ship it to California, where my fiance lives.

When we picked it up in Portland we discussed our poor experience with lead time and communication with the manager. We asked if they would extend an additional year of warranty at no cost given the QA delay, just in case. They declined and offered small items instead. Their effort to address the situation did not feel proportional to what we experienced.

Three weeks after receiving my ring, a pave diamond fell out of the band.

We took it into the Sanford, CA store and were told we might have to pay out of pocket, pending whether it was covered by our insurance. It ended up being covered, and they sent it off for repair.

Two weeks after we got it back, TWO MORE pave diamonds fell out of the band. We returned to the store and requested to swap out the setting because I couldn’t keep sending my ring away for repeated repairs. They took notes about our request and sent it away.

Brilliant Earth reset the diamond into the non-luxe setting and refunded us the difference between the two settings ($400). But nothing can adequately compensate for the stress, disappointment, and admin time we spent over the last months navigating this experience.

When I received my necklace on January 30,2026
This fine piece of jewelry is so elegant that I will be wearing it to church this weekend.

I've had a miserable experience with BE. They SUCK! My ring is constantly losing stones, which is expected.... Until it takes 4-6 months to fix it every single time. They take like a month to even get it started and then hoard your jewelry without giving you any updates! They just stole my ring and won't even call me about it! Miserable service.